Excellent roof replacement support so far

Excellent roof replacement support so far

I requested panel removal from Tesla to accommodate roof replacement in mid-December. A few weeks later, I was notified that I was scheduled for removal in late January. I had many questions about the removal and re-installation process and had no trouble whatsoever getting through to a support specialist (after navigating the phone maze). The specialist was able to clearly answer all of my questions. In the nearly 2 years we have had our system, I have never had anything for competent and professional support from Tesla Energy.

gregbrew | 15 January 2020

My experience has been the same. Exemplary service.

mardyjazz | 20 January 2020

Where did you find a phone number for customer service. Seeems to be a maze that leads you back to the beginning. I am sorry that I chose Solar City as they are not customer friendly. And help will help!

mcdonalk | 21 January 2020

I believe that I called: 888-765-2489 and navigated a fairly simple phone maze before I contacted a solar technician.

I recall that once, in the past, the Tesla phone robot informed me that there was an approximate 20-minute wait and prompted me for a return hone number. I provided it, and about 20 minutes later, someone called me as promised.

mcdonalk | 2 February 2020

A Tesla solar subcontractor was out to the house a few days ago to remove the panels in preparation for roof installation. They had a question about disconnecting the powerwalls, since the conduit for them needed to be temporarily removed. They called their supervisor who was not yet available.
In the meantime, I called Tesla Support and after a brief phone maze which took 15 seconds to navigate, I got through to a Tesla technician who quickly answered my questions after asking me the serial number of my powerwalls.
I relayed the answers to the crew, but they evidently did not want to take action on information from a customer, so they continued to work their chain of command for the answer. About an hour or so later, they obtained the same answer that I did after spending possibly less than two minutes on the phone earlier that morning.
I have yet to have a negative experience with Tesla solar or powerwall support.

darlene.finch | 3 February 2020

My experience was terrible. It tool Tesla 11 months to remove panels and they were completely uncommunicative (unless I called customer service, where I would get an empathetic customer service agent who assured me they were working on it but couldn't give me any details.) Realized in January of 2019 that I had deformed shingles and called Tesla -- they said it would be 2-4 month if it wasn't leaking --but maybe 2 months if leaking. I had to find a contractor that would replace half the roof (that part not under panels) -- and many contractors were not excited about this. In July I got an email telling me removal had been scheduled for January. I asked if it was a joke. As the date got closer, I responded to the email several times to confirm it was still scheduled and never got a response. Finally got someone on the customer service line who assure me it was happening. When I asked about replacing the panels, was told they would 'get me on the list' when my roof was replaced. I assured them to roof was scheduled to replaced right after removal. New roof, called back and got the message that "I am on the list" but no one can provide an estimate. My panels are sitting on a palate in the back yard, and I haven't a clue whether it will be 4 weeks or two months or eleven months. I am excited that solar panels are taking off. But I am also furious that Tesla was thrilled about leasing the panels to me, but servicing the panels so I can ensure a sound roof and ongoing solar service is not part of the bargain. An eleven-month wait is ridiculous and I am not longer suggestion anyone looking into Tesla because of the poor service.

mcdonalk | 5 February 2020

Perhaps Tesla prioritized me near the top of their schedule since our roof was actually leaking. We shall see how it goes after the new roof is installed (currently in progress), and I request panel re-installation.

popesandburns | 8 February 2020

My panels were installed 3 years ago by Solar City soon after acquisition by Tesla. I knew my roof was 15 years old and would need replacement in a few years, but was told by tech that it was a simple job to remove and store panels and then replace them when the roof was done. About $500 at the time was his estimate.
Surprise! I just had a quote of between $5,000 to $6,000 for removal and replacement. And the time frame is unclear at best. So much for saving money with Tesla solar!!! Don't bother unless you get a new roof at the same time.

gregbrew | 9 February 2020

The $500 cost of removal and replacement is written into my PV system contract with SC, signed in about September of 2015.