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Hello, communicators:

Tesla has issued a public apology in China over the way that it handles consumer complaints after a Tesla customer at the Shanghai Auto Expo led a widely publicized protest over faulty brakes on her family’s Model-3 sedan that she alleged caused a crash, putting her parents in the hospital.

“We apologize for failing to resolve the problem of the car owner in time,” Tesla said in a statement on  China’s Weibo social media platform. “We will try our best to learn the lessons of this experience.”

The apology marks a changing communication strategy for Tesla, which made waves by dismantling its PR office in the United States.

“In its apology, Tesla pledged to establish a unit that would focus on delivering customer satisfaction,” reports The Wall Street Journal. “Tesla said it obeys decisions of government departments, respects consumers, and actively cooperates with all investigations. Its statement didn’t directly address the allegations of faulty brakes or other quality shortcomings.”