If the OP's description of the situation is accurate, Tesla is at fault here. The company should never have sold a configuration (12 batteries + 1 controller) that no one has been able to make work despite trying again and again over 18 months. The company should apologize publicly right now, and do whatever it takes to fix this family's problems as soon as possible. I feel sorry for the family.
But hold on just a minute! ... Tesla are incredibly cool to not have a PR/Comms Department, so what you're suggesting is so last century. Please stop with the outdated ideas.
