I got my Model 3 in 2018. Since then, it has received a ton of free upgrades making it way more feature rich than I bought it. There are certain add-ons you can purchase when you order (at a bit of a discount compared to if you decide to get them down the road).

I think another way to look at it is that some features cost extra money because they cost money to make, and they add value to the vehicle. In a traditional model, you would have to take your car into the dealership or whatever to have some sort of extra feature installed. (Once upon a time, this might have been upgrading from a tape deck to a CD player.) The difference with Tesla, is for some things (not all), they can do this remotely. There's really only a psychological difference because we perceive if something is technically capable of some feature, it should be able to do it whether or not we've paid for it.

While there are certainly some cases of poor customer service that get a lot of bad press, there are also many cases of excellent experiences where they go above an beyond what they needed to do, and compared to any other car company, the experience just doesn't even begin to compare.