Amazon has a almost militant drive to optimize customer experience, will take anything back, will do just about anything to please their customers. They state so.
Tesla, Space X in the form if starlink, solar city all seem to have pretty piss poor customer service and experience. They get away with things you'd never tolerate from your local grocery store, car dealership or ISP. But we hold them up on a pedestal and say it's a necessary evil, part of the process. Why do they need to hold onto millions of dollars in pre-order fees from average people when they have so much investment from the rich that they could use for that purpose. It's because he isn't selling products anymore. He doesn't make his money when the product ships, he makes it when he announces a new vaporware product, collects pre-orders and stock benefits from the hype and press, and then never delivers on the actual product. Its no matter to him, by that time he has already made his money and cashed out.
The only difference between Theranos and Elon's ventures is that his ventures hot the bottom 25% of the goals and timeline so its not a total lie. At the same time, it's also not totally honest.