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Tesla Customer Service

Tesla Customer Service

The energy department has the WORST customer service I have ever had to deal with & this is saying a lot if you ever had to deal with AT&T. They never return calls & if you are lucky enough to actually talk to someone they tell you lies.
My solar was down for 6mo could not get a date on when it would be up again until I called 7 on your side & filed a complaint with the Better business Bureau, then I became a priority. I am now in their records as a hostile customer,
which I am not if I can just get answers & treated with a little respect. I also have a Tesla car & they have the BEST customer service I have ever had to deal with, they need to train the Energy People.

gerryroache | 22 agosto 2019

You were able to actually. speak to a person? That's a miracle.

gregbrew | 23 agosto 2019

I called Tesla Energy Customer Support at about 9:30AM PDT last Wednesday. I got right through with zero hold time. The first-line tech support person was quite knowledgeable, and she polled my Powerwalls to see what they had to say . My issue was resolved in about ten minutes.

I've got nothing but good things to say about Tesla Customer support, and I've contacted them three times in four years. I'm in So. CA.

Tesla-David | 23 agosto 2019

I would like to add to what @gregbrew summarized, as my experiences with Tesla Energy support have also been very good. We had our PW2's installed 14 months ago and have been thrilled by the support I have had when I had questions. I live in Edmonds, WA.

tmlwts | 23 agosto 2019

I do not have the powerwall just the solar panels & like I said it took 6mo for them to repair it and I believe that if I had not had 7 on your side contact them I would probably still be waiting. I live is central CA.

moran_cookie | 24 agosto 2019

I don't have a smart phone. All I have is a desktop. There is no Tesla App for desktop users. So after 2 years of monitoring my service on MySolarCity, I now have NOTHING! One of the reps at Tesla said that it was up to Apple to provide the app, not Tesla. Right. So now I have to go and purchase a smart phone to get the Tesla App? Whose bright idea was it to cut off customers on desktops? I feel like Tesla should provide us with smart phones if that's the only way we can continue to monitor our systems. I'm not getting the service I signed up for.

Tesla-David | 27 agosto 2019

@moran_cookie, do you have an IPAD? If you have Samsung Tablet or Apple IPAD you can download Tesla app and monitor your system there. Works great for us.

mikemillar | 27 agosto 2019

I just had a Powerwall 2 installed (in the UK). There was a problem with Time based control not showing after a few days waiting. After what I had heard about Tesla Energy Support (I also have a Model S and have had excellent support) I was dreading trying to contact them. I have to say that Tesla Energy support (UK) was excellent. They answered the call immediately and, despite the nice lady saying the Gateway 2 was a bit new to them, they sorted out the problem within an hour and called me back twice during that period. Problem-set to the wrong time zone during commissioning.

It sounds like the real problem is with Tesla ex Solar City solar panel installations.

Tesla-David | 27 agosto 2019

Thanks @mikemillar for the positive report on your recent experience with Tesla-Energy, which mirrors my own experience in Edmonds, WA. We had our 2-PW2 installation 14 months ago, and I am a very satisfied customer. I think Tesla-Energy is working hard to clear up their earlier issues with Customer Support.

3Gs | 28 agosto 2019

Tesla expedited my order last December and installed 24 panels on Dec 28 2018 which was great for 2018 tax credits.Late that afternoon, I got a VM from the supervisor that the install was complete but they have to return in a couple days to replace broken roof tiles. I left for a trip the following day and assumed everything was handy dandy. The panels are on the side of my house that I do not normally see as it is right next to our community's exit only gate. 2 months later as me and my wife were just cruising in the neighborhood, my wife saw a big hole on our roof, I'd say about 3' x 5'. Apparently, they never came back to replace the tiles!! This was a Saturday and there were heavy rain forecast in our area of Nevada. I called the sales rep who then referred me to customer service where I encountered the rudest, insensitive and most condascending person in customer service. I was forced to stoop down to his level and had to cuss the hell out of him. I didn't file a complaint against this guy as I didn't think he deserved any more of my time. Karma will take care of him. They could not send their roof contractor out until the following Monday. It rained that night as forecasted and fortunately, my house is brand new and the sheeting held up. We were so stressed tho.

So roofers came and replaced the tiles. One worker dropped a tool onto the windshield of my 3 and cracked it along with a dent in the hood. Talking about Tesla mishaps!

chrisjones | 2 settembre 2019

My AP is stuck on Tesla Power wall and I cannot get it to swipe to the car screen. Anyone else had this issue.

chrisjones | 2 settembre 2019

APP

chelanevans | 4 settembre 2019

Can someone please tell me what number to call for customer service?
I can't seem to get a real person. Our system was turned on in February and doesn't seem to be performing as it should.
Not only that but our Sales Rep Jeremiah Blackburn has ghosted us. We never got any paperwork for the NV Energy rebate or tax forms to get the refund. He wont return our calls or emails. Not only that, we have no contact information to call to get support if we need it.
Totally disappointed.

gregbrew | 4 settembre 2019

You'll probably need to go to the NV Energy, state tax and federal tax sites yourself to get the forms. SC/Tesla has provided them as a courtesy in the past, but they're easy to get yourself. Like most salespeople, Jeremiah probably moved on to new prospects the instant you signed a contract with Tesla. After sales service is someone else's problem.

Try 888-765-2489. I found it quickly by doing a search on "tesla energy customer service phone number".

Google is your friend...

mcdonalk | 4 settembre 2019

We have had a Tesla 7.6kW/dual Powerwall 2 system in operation for about 1.5 years. I have seldom needed to contact Customer Service, but when I have, I have had no problem, and service has been excellent.

The last time I called, though (several weeks ago), an automated message said that the wait was 20 minutes, and if I left my phone number, someone would return my call. I did just that, and just about 20 minutes later, they called me and answered my question.

I don't know what to make of the negative reports. Either I have been fortunate, or others are not contacting Customer Service correctly.

bcmusik | 4 settembre 2019

My experience with Tesla Energy customer service has been excellent so far. It's tough to believe some of the complaints i'm reading.

Tesla-David | 4 settembre 2019

Excellent service here as well. We had our 2 PW2 installation in June 2018, and Tesla-Energy has always been responsive to all my questions.

sqdancer48 | 27 settembre 2019

To those of you that can't believe the poor customer service in the posts before, I have to assume you are a new customer. I, however, have been a customer since 2013 and my solar system has not been working since Oct 2018. I was notified in Feb 2019 of this after I called because I kept getting emails saying my system had lost contact with theirs. I am on a lease contract which means my system will be repaired for free. Here it is almost a year later now and no repair has been made but they are still taking my lease payments out of my account. They tell me about every 2 months when I call that the panel manufacturer is having a problem making all the new panels. Because you see there are many, many more in my position of having defective panels. So talk about poor customer service, this is it to the max. Last time I called in July I was told a panel shipment was coming in shortly and that I might be in that installation queue. Guess what, nothing since then. .

gregbrew | 29 settembre 2019

I wouldn't call a customer "new" that has had SC PV since 2015. (That would be me.)

Perhaps a sternly-worded letter on a law-firm's letterhead would get their attention? Send it certified letter, return-receipt required.

fdutch55 | 29 settembre 2019

How in the hell does one pay his energy bill? The worst web site out there!

chill210 | 30 settembre 2019

How long should i be waiting for someone to contact me about installing a powerwall

kevinsabarese | 4 novembre 2019

I had 2 Powerwalls installed in June. 1 stopped working completely in august. Crickets from Tesla. Took about 2 weeks to get someone to come out to try to fix it and was told it had to be replaced and would be within 10 days from the Tesla Tech. That was close to 3 weeks ago. More crickets. Try to call Tesla? LOL! Literally the worst customer service I have seen in my life, and I have seen some pathetic customer service between AT&T and Dell. Expect to wait well over an hour to maybe talk to someone who will cop attitude to you as a customer. It also takes about 10-15 minutes to navigate through the worst push button menu I have ever seen! My Powerwalls won’t charge from my solar arrays when my power goes out. They don’t work as advertised and Tesla doesn’t give a shit at all! I would not recommend Powerwalls to ANYONE! They are expensive and the average home requires 4 of them if you want backup power for more than a day. Big thumbs down! After I finally got in touch with someone, the rude woman who told me I was insulting her told me replacements take 4-6 weeks. I like my Model S perfomance I also bought in June, but I can honestly say I have quite a bad taste in my mouth about Tesla after this debacle. What company sends someone to your house who can’t fix and replace the product on the spot? What a waste of money and time!

charlesj | 5 novembre 2019

Well, you guys are making me worry. While I am waiting to get PW get to design phase so far nothing drastic but that lady at what I call phase 2 was not inspiring. She lost the email she sent me and the three emails I sent her. Good thing I called Sunday or else I'd be a very old man before they spoke up, it seems.

Yes, some people may be fortunate and not had issues or quickly resolved, it seems others who decided to post had very bad experiences. That is not good confidence building for Tesla.
I wonder if it is regional issue, lack of training or supervision, or what?

thang_tranq | 7 novembre 2019

Tesla customer service is less than zero. I sent couple emails to inquire about application with PG$hEll regarding PTO but I received none reply ... My system installed on 9/13 and up until now I hear nothing about when I can turn my system on. Tesla should revise they policy about payment. 1/2 pay when system is installed, last 1/2 pay when users actually turn on the system or PTO approve. I regret to choose Tesla over Sunrun.

jamespetchonka821 | 7 novembre 2019

Does Tesla even monitor their customer service e-mails? I've sent them a couple of e-mails in the past month and nobody gets back to me. They might as well just discontinue that portion of their support if they're not going to answer any of them.

htmdpc | 7 novembre 2019

I was initially very excited about purchasing a Tesla Model Y and the Tesla solar panels, but I am currently having a very frustrated experience with the Tesla Solar Panels Dept. in Las Vegas. My solar layout plan is being held up at the "Experience Team" without being submitted to my local utility company for approval. Because my "Experience Team" agent is on a sick leave. It's almost 2 weeks now, and there is not a team member to cover the project of the employee on sick leave. I called the help line and spoke about my frustrations several times. I had a chance to speak to a different person each time, but after that, there was no followup calls as promised. And the manager never called me back as promised by the callers. I had called back and left messages, but never got any return calls. There are no steps or procedures to communicate the problems to upper management levels. I was so disappointed at Tesla, that as a customer, I am working harder to get the sales done than their employees. It's been 5 weeks now, and the solar install permit is still not done! And the management team is really dysfunctional. So I cancelled my Model Y order today, and I will probably wait for a couple of years for the management to improve before I order any more products from Tesla. I just don't want any more frustrations.

charlesj | 7 novembre 2019

It doesn't seem anyone in customer support is interested in improving what is going on.
A person goes on sick leave and the gears come to a standstill? what a way to operate.

vesapat589 | 18 novembre 2019

Their customer support is top-notch in my experience
https://wallinsider.com/fortcraft-apk/

markbraukman | 3 dicembre 2019

Today I installed a new gateway/modem from Comcast and thought the small gateway wasn't working (red error message). I wasn't looking forward to calling the support line, based on comments in this forum. But I was totally shocked when someone (a live person) answered the support phone within a few rings and was able to see that my system was working perfectly. Awesome support!!! I wasn't patient enough to wait for the small gateway to connect.

rwg25958 | 13 dicembre 2019

I have tried to contact them but not able to talk to real person.

Ryan
https://publixpassport.us/

Patrick | 13 dicembre 2019

I’m a new PW2 customer. Placed two calls to the Tesla energy support line this week seeking answers to a few quick questions. The first call was answered immediately. The second required about a 5 minute hold time.

The techs were very sharp and all questions were answered quickly - I’m 100% satisfied.

charlesj | 13 dicembre 2019

Customer service must be area specific for doing a great job or a lousy one.

gregbrew | 14 dicembre 2019

The trick to calling them is to *never* select "other issues" at the voice prompt. Doing so will relegate you to "hold he||".

abhir.ranjan | 17 dicembre 2019

Anyone has any information on how to escalate this to someone in Tesla who can ACTUALLY help? Its less than 6 months since my system was installed, i have had the inverter replaced once already, since it was bad. Took 4 weeks to get that done. Now the new one has gone down again, been 5 days and the customer care has no people to come take a look until Jan 3rd so another 3.5 weeks of downtime. I dont know why I even wasted money on going with Tesla energy (btw, I love my model 3, dont take me wrong) but Solar business with Tesla is kind of very frustating. Do they have a issue department for escalating such bad customer service issues?

charlesj | 18 dicembre 2019

I guess management is not reading the two Tesla energy forums. A real shame.

juliayang33 | 23 dicembre 2019

Tesla energy customer support is worst! My newly installed solar worked for less than 2 weeks, and broken for more than 4 weeks. Still not fixed. The customer support changed the timeline and warranty content day by day.
No compensation! Tesla can takes as much time as they want to fix my solar since I am the one losing money, not them.
Verify disappointed as a Tesla car owner, and future Tesla truck owner.

rkabunch | 5 febbraio 2020

TESLA IS CHEATING SOLAR CITY CUSTOMERS! My Solar converter apparently blew out on Sept. 15, 2019. Reported problem Nov. 1, 2019 when I realized there were kWh being recorded. Sent technician on Feb, 5, 2020 who verified system was completely fried. Billing now says I owe them 3 months bills and will be sent to collections for ESTIMATED USAGE on their broken system. Contract says "during system outage" I will be charged estimated usage - THERE IS NO USAGE ON A BROKEN CONVERTER. BBB is going to get note sent also.

SteveWin1 | 8 febbraio 2020

This is exactly why I'm afraid to use Tesla for my solar install. They are cheaper than any of the local companies, but when I've had issues with my Model 3, first of all, its hard to get anyone on the phone. Their customer service line is a freaking maze and usually the robot just tells you to look for answers on their website -- gee, thanks. When you do reach someone, they usually don't know how to help you or they tell you something that ends up not being true. I don't know if that's due to poor training or if they're lying on purpose to get me off the phone, but this has been an issue several times. Tesla has great tech, but horrible customer service. So I think I'm going to end up paying a little more to go with a local company.

Passion2Fly | 8 febbraio 2020

I’m very happy with Sunrun support. I’ve already fried two inverters and the tech was out 48-72 hours after I reported the incident. Inverters replaced and the system was back to full production within a week...

gregbrew | 9 febbraio 2020

rkabunch, You wrote "Contract says "during system outage" I will be charged estimated usage..." then complain that they are doing exactly that. If you didn't like that provision as you thoroughly read the contract, why did you sign it?

epina87 | 25 marzo 2020

By far the worst customer service experience ever. I purchased a home and had to inherit the solar panels. The transfer process was a disaster. I have, for over two months trying to figure out how things work on my own. Phone calls have went nowhere, emails have gone unanswered and all they do is redirect me to the support page that answers none of my questions. I will have to file a complaint with the BBB since my outreach is getting nowhere. I can't even get the mobile app account to log me in with the account I am using online!! Its a joke. Thank god others on this forum see it too

gregbrew | 25 marzo 2020

The BBB is worthless, btw. Nobody really pays much attention to it. Social media review platforms (like Yelp, etc) seem to get more eyeballs.

TeslaTechie | 27 marzo 2020

@SteveWin1, as you should be!

I am a huge Tesla fan. I have a pre-order for a CyberTruck, Semi, I have an X P100D, and I am absolutely aghast at the energy side of Tesla. It's a god damned shit show. I've been trying to get ahold of my advisor for weeks. My order was canceled with no explanation and despite about a dozen attempts, I've got no response (including phone calls and emails). This is my second advisor after the first advisor completely dropped the ball last year (when I was trying to get at least the solar installed by the end of the year).

I see a lot of people on the site who have support issues post-installation and if the pre-sale "support" is any indication then I would recommend that anyone and everyone steer widely clear of Tesla Energy until they get their game together.

g71447 | 9 aprile 2020

I was chatting with someone and losses connection. and I would like to get with her and I need to know how soon can someone can come out and move the solar machine so the worker can start their work on the house.

erneststephens21 | 9 aprile 2020

I’m very happy with Sunrun support. I’ve already fried two inverters and the tech was out 48-72 hours after I reported the incident. http://s3.amazonaws.com/subwaysurfers/index.html Inverters replaced and the system was back to full production within a week...

TeslaTap.com | 9 aprile 2020

@TeslaTechie - Sorry for your difficulties. I never had a problem reaching my advisor to start the project. It did get delayed almost 2 months beyond the planned start date, but that was due to weather. We needed a week of no rain for the roof tear-off, and November and December were very wet for us in the Bay area, CA. We finally got the solar roof installed over January and early February. The crew was great and I was very happy with the work. On a number of calls for various minor reasons, I got through to them without waiting, except one time, where my specific contact was not available, and she called back the next day.

I had one minor issue after the install. I didn't expect any help in the middle of our lockdown here, but they answered the phone without a wait, and they confirmed the issue remotely. They were able to get a tech out about a week later. He solved the problem and it's working perfectly.

Overall, I'm very happy. It was a very complex project, removal of an existing Solar system, tear-off of the old roof, new solar roof, gutters, inverters, PowerWalls, and gateway.

thomas_huss | 12 aprile 2020

My gateway has failed. I am almost certain that the power pack has something wrong with it. I think I need a new gateway. I also was wondering.How I may get my panels cleaned? I live under landing path at the south end of Dallas Fortworth airport and the panels get a lot of aircraft soot on them.

gregbrew | 13 aprile 2020

Call Customer Service about your Communications Gateway. They can call up your account to see if they're receiving your data. (888-765-2489)

You might want to rinse off your panels periodically with clear water with a hose nozzle from the ground. In addition to doing this every 60 days or so, I also wash my panels with an RV brush (soft) on an extension pole twice a year, again, with clear water. Be careful using any soap...you can kill plants in your beds below the eaves.

Also, NEVER spray a power washer directly onto the panels. You can break through the seals, allow water infiltration, and destroy your panels.