I totally get that, but my experience after ordering has been very underwhelming. The experience through the website initially seemed very slick and automated, but then the customer experience falls apart.
For instance after uploading the photos there was zero feedback and you can't see them in your account anymore. Sending in emails to the account generated either no response or a response a week later saying they will look into it. Calling in and talking with a person has generally been good, but they haven't been able to answer the question and I leave the call with a vague assurance that someone will call me back that usually doesn't happen.
It seems to me that Tesla is treating the order like a car with minimal contact and updates, but a solar system is very individualize and they really need a new customer relationship management system to handle the process and track all of the issues.
If you greatly value the service experience, then you should have paid a bit more and go with a local installer instead of Tesla.
All the big corporates (Sunrun, Vivint, Tesla) try to maximize revenue or profit margin. Neither of those financial metrics go up if they provide you super-fast service and white glove empathy.
Tesla has your signed contract now, so their marketing and sales teams are done making you feel good and excited. And you're now dealing with people down the funnel who are overworked and underpaid with absolutely no upside to provide stellar service. Do Tesla's advisors benefit if you have a 5-star experience and refer your neighbors and friends? No.
Tesla doesn't need your referral or positive feedback since sales and marketing are working on more clients already. Tesla benefits from the work of local contractors to get you excited about an energy project, and then undercut on price to steal your business.
Now that you're in the funnel; you're better off just lowering your expectations a bit believing you'll eventually get your custom-situation-needs addressed by your advisor.
