Very interesting! I've never heard that story before (thanks for sharing it) but it explains a lot. The company seems to be constantly striving to improve the customer service experience. Even ordering the car was futuristic, all done from the computer.
The same happened with Starlink, the satellite internet venture that Elon Musk is running and has deployed worldwide. The interesting thing about this venture is that the user literally does not have to do anything to enjoy the service at home, just put the antenna with a view towards the horizon and the antenna itself SELF-POSITIONING. The user has found in this service a low latency internet, with acceptable speeds “average 300 Mbps” and without intermediary, which makes it very economical (self-installable), it is a marvel.
The purchase and replacement for warranty or improvement of the equipment is done directly with them via internet…
I have a friend who has Starlink and absolutely loves it. He lives out in the middle of nowhere in South Dakota and has significantly better internet speeds that we do in the Twin Cities.