Energy Products

Poor customer service

Has anyone else experienced this?: I am a Tesla loyalist and a proud owner of a Model X 100D. I wanted to explore the possibility of placing solar panels on my roof along with a power wall. Back in July I walked into my local (Dallas, TX) Tesla show room and consulted with the solar sales representative. I placed my $500 deposit and scheduled the home inspection, which took place in August. Everyone involved, sales rep and inspector, kept saying how ideal my home would be for this energy solution. It is now the middle of October and no one from Tesla/Solar City has reached back out to me to share the final plans of the project. I have communicated to all parties and nothing, not even a call, text or email. I have since voiced my concerns to the executive team stating my frustration, but again only an email stating that they are investigating the situation. All I want at this point is to have my $500 refunded as I expected that I would have received a follow-up consultation to discuss the final plan for my house. Just curious to know if this is just an isolated situation or if this is standard operating procedure when dealing with the solar division.


  • i have had 2 powerwalls for over 4 months now and they still cant get things working correctly, not only that they have changed the story on how these things work from pre-installation to now and are still changing the narrative!
    if you really want this TOY, make sure you get everything in writing (how your system will charge and discharge on different modes)
    Another thing i dont like is how the want to control your system, we should be able to use it the way we want to and they should just monitor and repair. Instead they are controlling everything from how you charge and discharge and even the percentage of how much battery they will use.
    i will keep you posted on changes but for now my system discharges on back up mode and they changed the setting from last week that i cant even fully charge my batteries now....
  • edited November -1
    Let me first say that I fully support Tesla and their mission/vision. My wife and I have two Model S's. I've had my Powerwall2 installed in May of this year. The battery was working properly for the first two months and then the cooling pump started to fail and the battery was replaced. Now, with the new battery, I cannot change the reservation level like I was able to with the original battery. The reservation level always stops at 60% no matter what level I try changing it to. I've opened a ticket with Powerwall support and the whole experience has been really a joke and is totally ludicrous. It has been 3 weeks and still not resolved. They're telling me that the configuration file is not being read so that's why the changes weren't being made. The issue has been escalated to the "software" engineering team. I'm in the industry working in IT and I can't imagine why its taking so long to fix a seemingly simple issue. I mean my old battery was working just fine and the replacement battery is just a simple swap. There are 3 main components to the Powerwall system...the battery, the gateway, and the software revision. Can't they just compare the setup with another working customer and come up with a delta? Up to this point, I've been bounced around from one support person to another and now apparently I have a "supervisor" working on my case. I've emailed him twice within the last week to get a status update and SILENCE. Not even a courtesy reply. I guess he has nothing new to say besides "the software team is working on it". This whole support experience has been an eye opener. I guess once they get your money, you're just dust in the wind to them. Perhaps this is SolarCity level of service and not truly Tesla. We've never had support issues with both of our cars. Elon, if you or your people are watching this forum, please help.
  • edited October 2017
    Deposits for both out houses the day the started taking them.

    Now I can't get a responce to any emails. Phone calls are no better. Sometimes they can't find a record of us even with an order number. Sometimes they stick me in a never ending phone tree of "on holds". Sometimes they actually hang up on me. Tesla bounces me to Solarcity, Solarcity bounces me back to Tesla.

    While I would very much like to get roofs and double power walls on both of our properties I am very close to simply filing with my cc to recover the down payment.

    Truly horrific CS. Not surprisingly this has completely soured us on switching over to Tesla cars as well.
  • edited October 2017
    @Johntbarnett, I'm down the road in FTW. Started my solar adventure in Aug. Was assigned a Energy Consulant based out of Las Vegas. I did get designs finished an approved, oncor interconnect agreement, building permit,
    switched to solar electric provider. Moved some money around to pay for project. Called for scheduling install,
    and earliest Dec 27th, Which is not acceptable to me. On family vacation and asked for earlier install date,
    Was told by at least 4 SC executives not possible. Often heard quoted to me all battery resources sent to PR.

    I asked SC if my project started before Maria hit the island? Answer Yes. I then asked don't you take care of your customers 1st? Dead silence on the phone, Decided to go with a local installer, should have my system installed in about 1 week. I also drive a Tesla Model S. SC loss a 50k deal by not working with me,
  • edited July 2019
    I'm posting here because I can't find any way of getting a response from tesla about my walls and I'm seeing if I can even post here.
  • I also am experiencing horrible customer service. I ordered a home charger 2 months ago and after literally calling a physical store, talking to online support and sending 5 emails they finally informed me that my charger was "lost in shipping" despite them never sending me a tracking number. To make things worse they informed me that the black chargers are on backorder and have no date of when they will be available again - yet no one had even notified me that they weren't sending me a charger until I emailed them yet again. After 1.5 months they finally agreed to reimburse me for the charger or send me the silver charger - I agreed to have a silver charger (as I ordered a model 3 3 weeks after ordering the charger and received the actual car within 2 weeks- yet I have no way of charging except to use local car dealerships). The kicker is that I agreed to the silver charger and I've now been waiting 2 weeks and still no tracking number - I've tried messaging tesla several times by email and online support but no one is answering. I'm totally disenfranchised by the lack of support as I love my car but can't stand being ignored and lied to. Tesla needs to get their act together.
  • edited July 2019
    7/12/2019 waiting for my inverters to be replaced. Inverters went out 27 April still waiting, making about half power than normal. Help Tesla
  • edited July 2019
    I like Tesla motors service ..I have never get poor service it is very fast than others.
  • edited July 2019
    Generally smooth sailing with my Model S, then added wall connector to 2nd home in rural Wisconsin. Terrible problems with wall connector, no user's manuel, spotty customer service. I'm now stuck with 3 miles of charge left on my car, wall charger not working. Have to wait a week for mobile unit to service my wall connector. I'm depending on the generosity of neighbors to get to the grocery store. Ridiculous.
  • edited July 2019
    I have had SolarCity panels for about 5 years and have been very satisfied with them. They never stopped working so I never needed Customer Service until now. So far my needs have been simple. First, I needed to change the bank account they were using for my automatic billing. I send them an email and never got an answer. Finally, I figured out how to do it on the Tesla site but now it seems that the Tesla web site has changed too. Currently, I need to change the telephone number they have on my account. I can't find any way to do that although the old Tesla on-line site had a way to do it. Don't know who is doing their programming but they are doing a very poor job,.
  • We initiated an order for solar and 2 powerwalls in Feb. 2019. Things went well at first with developing the system design and layout and all the paperwork and local permits were done at the beginning of April and we had our roof replaced but then progress stalled. It is now the middle of July and still no further progress even though when I check my account on the website it says someone will contact to schedule installation in 1-3 days. That message has been there since April and I have been emailing/calling weekly and get the same story that they are working on it and will get back to me to schedule an installation date. At this point I'm starting to be worried that the installation will happen before the end of the year so I can get the full tax credit. My experience with the energy product division is completely the opposite of the experience I had when purchasing my model S. That transaction was completed flawlessly and we had our car in less than a month. When people ask me about my car I am happy to recommend that they consider a Tesla, but when we talk about solar, I am now telling people to look someplace else.
  • edited July 2019
    I've had extremely bad experiences with customer service. Tesla/Solarcity is great with the original sale, but if your system isn't performing up to spec there is literally nothing you can do about it. In the 4.5 years I've had the system it has underperformed every single year. When i call customer care to ask to have my system reassessed they say there are no errors and since there are no errors there is nothing they can do about it.
  • edited August 2019
    Our solar system was purchased from Solar City in 2007. Our inverter went out in May 2018. The replacement install was supposed to happen July 25. We got a call saying the replacement inverter was not available and we should reschedule when a new inverter was available. We later found out that the inverter had been "lost in shipping". We finally got a new inverter in November 2018. We did not get an invoice for the install until May 30, 2019. Customer service was much better before Tesla took over Solar City. Add to this the removal of the MySolarCity website and the Solar City app and we would not buy the system from Tesla today.
  • edited August 2019
    Fronius IG Plus inverter failed "STATE 240" on Saturday morning. I called Tesla support but was unable to report failed inverter during the weekend (not business hours). I called Tesla Monday morning, tech support said they would escalate and call back within 72 hours! I called Fronius tech support, the tech agent walked me through resetting the inverter. I called Tesla to report the inverter problem had been resolved and reset. I was told by Tesla to not use Fronius tech support because the "STATE 240" fault code needs to be investigated by Tesla technicians for warranty compliance.
  • edited August 2019
    How about leaky roof panels? Three times...they've replace the coverings (?) but last May's torrential rains got through & now I've got damage to my living room ceiling...again...and can't get through to customer service...been on hold 22 minutes so far. Help....been an owner since 2007 and happy except for the roof leaks. They've been slow but responsive up to now.
  • edited August 2019
    Good luck getting a response from Tesla energy. Have been trying for the last month.
    Wanted to install a second system but need a written agreement from tesla. Or I would like to purchase the system at the end of the 7th year/PPA. No luck in getting a response. If the big companies don't have time for customer service they should not be in the biz selling the products
  • edited November -1
    Yikes. I hope it gets better for everyone. We are still waiting for the powerwalls. Our panel was upgraded two weeks ago and we are still waiting. Our solar panels have been disconnected since then. :( We are going through the hottest days of the year without our panels.
  • edited August 2019
    My friend's been waiting *over a year* for them to fix his system properly. They came out a few times, and his system was shut down completely for several months between some of those visits. It still isn't operating correctly, and it's been more than 2 months since his last repair visit - when they left the system partially shut down. He hasn't heard anything from them since.
  • edited August 2019
    I called Customer Service this morning, at 9:30AM PDT, and once I navigated through the prompts, got a live person with zero hold time. She listened to my detailed report of my Powerwalls acting strange when the grid went out last weekend. My lights were pulsing. She was able to poll my PWs to get some readings from it, and found that the PWs saw a 100+A instantaneous load when they transferred over. Oops! I had two "full" EVs plugged in, but when their EVSEs were power-cycled, they "topped up" the EVs, and presented an ungodly instantaneous load to the PWs. The PWs tried to come up, dropped out, tried to come up...rinse and repeat.

    This was all checked and explained by the Tesla first-line tech.

    Seeing as there's been a lot of *bad* news about Tesla Customer service, I thought I'd throw them a little love...

    BTW, my Support experience with both Solar City and Tesla has been positively stellar, and I *did* have a couple issues, but they were resolved very quickly. Kudos to the Support Team.
  • edited August 2019
    I have had a 9.88 kw Tesla solar system in place since August 2015, Order Number EN7104764, 22 Deacon Lane, Sudbury, MA. My solar system stopped producing electricity at the beginning of April 2019. As of late August 2019 it still is not functioning. The peak sun months of 2019 have been missed. Tesla has made several technician visits during the five months including installing a new inverter, having a few guys up on the roof checking the system. The system still doesn't work. Blame it on lack of sustained interest or incompetence, or both. Per the system lease contract, paragraph 4(c), I am not to be "...charged for Estimated Production when the System is not producing electricity due to Solar City's (Tesla) fault". I cut Tesla off from automatic debit billing from my bank account and refuse to pay their "Estimated Production" bills on the basis that it amounts to consumer fraud. They just billed me $237.42 for the month of July when no electricity was produced. In my estimation as an attorney their "Estimated Production" billing while a system is down due to Tesla's fault is fraudulent and is clearly subject to challenge, perhaps as a class action.
  • all tesla services are good , i am not facing any problem right now I am totally satisfied with products and its services.
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