I see this topic (EV range) as no different than that of fueled vehicles.
There is a difference between "range" and "remaining energy available".
Range, whether EV or a fueled vehicle, is an ESTIMATE of how far the vehicle will have remaining to drive, based on some algorithm taking into account past usage factors, etc.
Remaining energy (EV would be volts and fuels would be a fractional view of a full tank ("1/2 tank" or "3/4 tank") is just a report of a physical condition.
It is very common in fueled cars today to have a DTE display (distance to empty) to indicate remaining "range". How do they know how far you can drive? It's an estimate based on math; your avg fuel economy multiplied by the measure of gallons in the tank via the fuel gauge. The DTE can be very accurate if your driving style and other factors don't change much. Or, it can vary wildly if your driving habits and other inputs change often. I would assume the EVs do something similar; they estimate a range based on some nominal volt consumption multiplied by the remaining energy potential left (volts).
Now, if Tesla had a team of folks trying to suppress the info and defraud customers by cancelling appointments telling them "there's nothing wrong", to a point where it may have affected the outcome of a formal investigation, well ... that's another issue entirely. According to the linked story, Tesla was actively cancelling people's appointments by telling folks "it's all good; we checked the telemetrics data", leading them to believe there's nothing wrong. If the facts are true in the story, it's just reprehensible. I'll not own an EV, but I don't begrudge those who do. If I did own one, I'd want some form of government standard for testing and then hold the OEs accountable for making those claims hold true. It is a VERY controlled system for fueled vehicles. Shouldn't it be so for EVs as well???