Energy Products

Powerwall 2 making loud noise

I have a PW2 connected to a solar system. It was working tolerably well until the unit started making a noise like a fan with a worn out bearing would make. I have been on the phone to Tesla a number of times and have sent them a video which records the noise made by the unit. On each occasion they say they will escalate the report to the next level and nothing gets done. I am now concerned about the value of their 10 year guarantee, given that the unit has only been in operation for 8 months.

When you speak to their customer service people they say all the right things and they have scripts to make callers feel better, but there is no useful response. I am beginning to regret specifiying a Tesla, and under no circumstances would I buy one of their cars if that is the level of service I can expect.

Comments

  • edited June 2018
    Where do you live? It is frustrating when someone rants without specifying where they live. My experience with all things Tesla here is NW Washington State is overwhelmingly positive, and I can assure you their cars are fantastic and they honor their service better than any other Automobile manufacturer period. I can't comment on your PW2 noise issue, as I haven't gotten my PW2 installation yet, but will in 13 days. Try elevating your issue to Tesla-Energy management if your contact at customer service is not addressing your concern.
  • edited June 2018
    I live in Melbourne Australia. I have elevated the issue twice now and still no result. Australia has a very strong consumer protection scheme, and I fear that it will be necessary to take the matter to a consumer tribunal for resolution. I try not to complain and I certainly don't rant. This is a large investment for anyone, and I expect quality products with appropriate support.
  • edited June 2018
    I took David's advice and rang the Tesla Customer Service number. I spoke to another nice person (all of the operators are nice) whose job it was to take my details down (again) and pass my complaint to the next level. This is the second time this week I rang Las Vagas to have my details recorded in a computer system which I know has them stored already. No other response from the "elevated" response team.
  • edited June 2018
    It is about 24 hours since I first posted my complaint. Tesla have swung into action and they have resolved my problem. A team is turning up next week to make the appropriate adjustments. The speed of the response is both welcome and what I had expected from a company like Tesla. Thank you.
  • edited July 2018
    I think my PW2 has the same issue. Did you get your problem resolved? If so, can you share what the problem was? Thanks in advance!
  • edited August 2018
    Call Powerwall support. They can run a script that purges bubbles from the cooling system. I think you might be hearing noise from bubbles in the system. Note that the script supposedly also makes a lot of noise, so it's possible that you're hearing the script run.
  • edited August 2018
    Same thing happened to me. It took support a month to figure out, but they were able to remotely tell I had bubbles in the cooling system. The noise seemed to happen when they system was either charging or discharging a large amount of power. As cwied mentioned, they ran a script to force the bubbles out of the cooling loop. They did it by running the pump at max speed for a period of time. I'm assuming this caused the air to go out a vent in the system. They referred to it as a "bubble shunting process". The lower tier of support was very helpful. Once the ticket went to tier 3, I had to keep following up. I guess they closed my ticket without even informing me. Eventually I called back and they confirmed what they did.
  • I am at the end of my tether with NO support from Tesla UK regarding the pulsating noise from my brand new Powerwall 2. The installers have supported me all the way trying to get a resolution from Tesla but they just dismiss everything by saying that their remote check revealed no fault codes and therefore all is hanky dory. The installer suggested, after trying to resolve everything, that they will contact me directly to discuss my concern but no action on Tesla's part at all. After paying a top premium for what is supposed to be a top product one does, quite reasonably, expect a top customer care.
    I have provided evidential recording of the sound that concerns me – it is much as described at the top of this discussion: like a fan with worn out bearing. Or a pump struggling to push at a constant rate. it is of pulsating nature and not a constant hum or whirl with a pitch changing depending on the speed of the cooling system. Not necessarily something that would exhibit itself to someone accessing the PW2 remotely. My worry is this analogy: Fan-belt slipping on a car will not show as a problem on a error code reader when attached to the system with the car stationary or even engine running. The driver knows, from the noise, that something is not right. Eventually the slippage will get worse, the fan does not work correctly, the engine overheats and fails. The PW2 heating system struggling to run at a smooth coolant push around (if they are for example bubbles in the system as described in an earlier contribution here) will with a probability lead to a reduced performance and at worst a failure.
    I have listened to recording of PW2 sounds made by others. NONE of them is of the pulsating nature. The installer technician and his colleagues agree with me that something is amiss with my PW2 – my sound recording does not sound right to them at all. Only Tesla UK Support are entirely happy with this and just hope that I will get sick and tired of waiting for them to contact me and walk away. Well, not after forking out all that hard earned cash – I shall fight on! In the meantime, if anyone else experienced the loud pulsating sound from their PW2 please let me know how you managed to resolve it with Tesla.
    Thanks!
    Jiri
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