I knew going in, that Tesla would be focusing their energies on developing and deploying their products and that the "customer support" end of things is immature.
My hope was that I wouldn't experience a failure until their customer support was in a more fully evolved state.
Alas, it was not to be.
My Powerwall appears to have eaten itself in mid-January. The Powerwall breaker opened in the morning. When I returned home from work, I reset the breaker and it opened again, so obviously I need a site visit. There is an internal fault in the Powerwall that is tripping the breaker.
First, finding the Customer Support number required digging and Googling.
Second, calling the number just kept routing me to Roadside Assistance no matter what options I pressed.
(I was later informed that their "phone tree" was broken.)
I attempted to use the chat window app. The person on chat directed me to call the same number that kept routing me to Roadside Assistance.
After repeated attempts, I finally reached a technician on the phone. We performed some simple troubleshooting and reviewing the online logs.
A trouble ticket was created and I was told that the Scheduling Department would call me to arrange a site visit.
Several days passed with no phone call. I called Tesla Support again, and requested to schedule a visit.
My ticket was reviewed again and I was told that the earliest a technician could be on site is March 5th. That's 1.5 MONTHS from the time of failure.
It is time for Tesla to get the back end of their processes squared away. All the renewable energy bling in the world isn't worth a farthing if it's just broken hardware mounted to the house.
These issues are rampant through Tesla from vehicles to energy. I have several co-workers who own Tesla cars and they pray daily that their cars don't develop a fault because they KNOW that their cars will be out of action for weeks or months.
- Make Customer Support numbers more prominent.
- If Tesla chooses to funnel customer issues through a chat window, get competent techs to man the chats.
- It's time to hire more technicians and open more service centers.
One way Tesla could reduce their Customer Support burden would be to create a self-ticketing web portal. Customers log in and create their own trouble ticket using drop-downs and of course there would be a catch-all "Other" drop down with a free text box. A ticket number is assigned and Tier I technicians work their way through the tickets, calling customers in a TIMELY FASHION and escalate to Tier II or III as necessary.
Come on Tesla, get it together. It's time to grow up, you're not a "scrappy little startup" any longer.
Customers have their ticket number to call and reference as needed.