After requesting information on the Powerwall 1 and never hearing anything further, I ordered a Powerwall 2 as soon as it was possible and paid my deposit. After a very long wait, I was finally contacted by Solar City and arranged for a site survey. The guy who came out to do the survey knew absolutely nothing about the Powerwall and said he was only there to measure and take a lot of pictures. He spent most of the time trying to figure out and document the path they would take when they delivered the thing.
A couple of weeks later, I got the proposal, which was a lot higher than expected and included the requirement for a "panel upgrade" for $2,000. They also said the Powerwall couldn't be installed near my inverters, where the PV installers had left plenty of room for it. They also said it would be difficult to back up any of my critical loads that were on a subpanel in another location because they would have to run new electrical lines to a new subpanel (load center?) near the new main panel and the Powerwall. In order to ask any clarifying questions, I had to go through an intermediary who couldn't answer them, but could forward them to someone who could and I'd have an answer withing about six days. And if I had any follow-up questions, I'd have to go through the same ridiculous process. If they would have allowed me to speak to a knowledgable person, I could have had all of my questions answered within about five minutes, tops.
So, out of frustration, I canceled the order and figured might place it again if and when they got their act together. That was on May 22. The "My Tesla" page showed that the cancellation had been received and was "in process". When there was no status change after over six weeks, I called this morning and after being transferred a few times, finally was transferred to Solar City "customer service" who researched the order for about 10 minutes before coming back and saying that the order had been canceled but their personnel hadn't done it properly so it didn't get sent to "accounting" for processing, but that it would be submitted now, and after the approval process was completed, I could expect a refund in another six weeks after that. I just went back to my "My Tesla" page and the order now showed that it was active again and when I tried to cancel it AGAIN, and wrote out the reasons detailed above and pushed the SUBMIT button only to be told that "something went wrong" and the cancellation couldn't be processed. So I started over and simply stated the reason for cancellation is that they were idiots, and it took that. So maybe in six or eight or twelve weeks I might get my deposit back. So, if you ever cancel an order, don't wait patiently like I did and be sure to follow up way sooner. Good luck!
A couple of weeks later, I got the proposal, which was a lot higher than expected and included the requirement for a "panel upgrade" for $2,000. They also said the Powerwall couldn't be installed near my inverters, where the PV installers had left plenty of room for it. They also said it would be difficult to back up any of my critical loads that were on a subpanel in another location because they would have to run new electrical lines to a new subpanel (load center?) near the new main panel and the Powerwall. In order to ask any clarifying questions, I had to go through an intermediary who couldn't answer them, but could forward them to someone who could and I'd have an answer withing about six days. And if I had any follow-up questions, I'd have to go through the same ridiculous process. If they would have allowed me to speak to a knowledgable person, I could have had all of my questions answered within about five minutes, tops.
So, out of frustration, I canceled the order and figured might place it again if and when they got their act together. That was on May 22. The "My Tesla" page showed that the cancellation had been received and was "in process". When there was no status change after over six weeks, I called this morning and after being transferred a few times, finally was transferred to Solar City "customer service" who researched the order for about 10 minutes before coming back and saying that the order had been canceled but their personnel hadn't done it properly so it didn't get sent to "accounting" for processing, but that it would be submitted now, and after the approval process was completed, I could expect a refund in another six weeks after that. I just went back to my "My Tesla" page and the order now showed that it was active again and when I tried to cancel it AGAIN, and wrote out the reasons detailed above and pushed the SUBMIT button only to be told that "something went wrong" and the cancellation couldn't be processed. So I started over and simply stated the reason for cancellation is that they were idiots, and it took that. So maybe in six or eight or twelve weeks I might get my deposit back. So, if you ever cancel an order, don't wait patiently like I did and be sure to follow up way sooner. Good luck!
