Tens of thousands of Tesla owners have had the suspension or steering of their vehicles — even in practically brand new ones — fail in recent years. Newly obtained documents show how Tesla engineers internally called these incidents “flaws” and “failures.”

Nonetheless, some of the documents suggest technicians were told to tell consumers that these failures weren’t due to faulty parts, but the result of drivers “abusing” their vehicles, which highlights the EV maker and its CEO Elon Musk’s infamous way of handling customer complaints.