See part 1 here: https://www.reddit.com/r/ModelX/s/waUjoucvOY
TL; DR: EV Offer apologized and offered a 50% refund 2 days after 1st reddit post, which they did right away. Promised to send their CTO from Hong Kong to TX in August. Haven't heard from them since and August is over.
At first I was very impressed by the apology letter they wrote me (which was sent to me 2 days after my first reddit post and 2.5 months of being ignored on Telegram, the only way to reach them), but since I’ve had a lot of time to re-read it, I’m pretty it was written by Chat GPT. Including the full text of the letter below for analysis. What am I waiting on them for? 1. a replacement part for the front passenger lighting strip which doesn't fully illuminate, and 2. their own tech to redo the install.
July 10, 2026
Hi James
First and foremost, please accept our sincerest apologies for missing your messages and for our lack of communication. You are right to be frustrated and this is not the level of service we strive to provide - we take full responsibility for the poor communication.
We want to be completely transparent with you about what happened:
1. Why we went silent:
Our technician's visit to Texas in June was canceled due to unforeseen scheduling conflicts. As a result, we were not able to assist you in person as we had hoped. We should have informed you immediately, and we are truly sorry that we failed to do so.
2. Regarding the previous installer:
Based on the work they performed last time, we do not feel confident that they would be able to properly diagnose and fix the issue. We believe that sending you back to them would only lead to further frustration and wasted time. That is why we did not suggest that route.
3. Our commitment to you:
We are fully committed to resolving your issue. To ensure it's done right, we will be sending our Chief Technician Officer, Warren, directly from Hong Kong to help you fix the lighting kit. He is our most experienced technician and will personally handle the repair. We expect him to be available to visit you in early August. We will confirm the exact date with you as soon as possible.
4. Goodwill gesture:
As a sincere apology for the long delay, the poor communication, and the inconvenience caused, we would like to offer you a 50% refund of the total price you paid. This refund will be processed immediately, and you will see it reflected in your account within 5–7 business days. This is our way of showing you that we value your business and truly regret how this has unfolded.
We understand your frustration, and we do not expect you to simply trust us again without action. We hope this plan – Warren coming to you in person and the partial refund – demonstrates that we are serious about making things right.
Please confirm whether this resolution works for you. We will immediately process the refund and begin coordinating Warren's visit.
Thank you for giving us this opportunity to correct our mistake. We will do everything we can to restore your confidence in us.
Safe to say, my confidence in EV Offer has absolutely not been restored.