One correctly, was looking at the Tesla App, I was traveling when the system was commissioned, so it actually was functional for about two weeks, not one week as I indicated in the initial post. I don't seem to have any way to
We haven't had any major issues with our system and continue to recommend Tesla Energy for solar. When we've had questions, Tesla has been responsive and sent a tech out if needed.
The equipment we got was clearly listed in the contract so we knew exactly what equipment they'd be using for our system. We were offered different panels and allowed to choose which ones we wanted. We opted for the US made panels with the longer warranty. We received Delta inverters and they are all working fine. The OP reported his problems are with the SolarEdge inverter.
We've contacted Tesla about expanding our system and will report back if we aren't able to choose the hardware or are not informed of the hardware to be used before installation.
I have to admit, I was very pleased with my system... for the first two weeks, until October 8th when the system failed. The system was doing everything I had hoped. However, the real test is when something serious goes wrong. In my case the the moment I had a real issue, and while they will answer the support phone line, it's like a wall of crickets from Tesla in terms of anything informative toward a solution - and this appears to be pretty common when it's anything other than user error or user training needing to be addressed. i.e. when it's something they contractually should be addressing on their end.
My system issue is actually a pretty straight forward, the error message clearly indicates the SolarEdge inverter needs to be replaced, the job of replacing it takes about an hour - but total silence from Tesla on actually taking care of the issue on this system that failed after only two weeks - and they owned the whole install package from start to finish. Oh, well, they did hint at one point, that some times these things take many months to resolve, but had no ETA for me at the moment!
Now it produces zero solar since October 8th, and I have four dead Powerwalls, I'm stuck on the Solar plan with high demand charges occurring every day.
Oh, and to be clear, don't communicate any significant frustration, because they will record it in their support system notes. The last support person I contacted while not able to help me at all, did read back to me some of the notes that earlier support people recorded indicating I was a very angry and unreasonable person, yet there evidently was no documentation to date, after a week, of any actions on Tesla's part, from any of the service people, that anybody was taking to follow-up or address my system issue. And this was after about 7 or so calls to support over the course of a week, to follow-up and to try and get information on what Tesla would be doing to resolve the issue on this brand new system. The only reason for 7 calls was because with each subsequent call, they seemed to have no record of any action or follow-up from the previous call - so each call was like starting over. So I'd call the next day just to make sure that it seemed to be going somewhere, but it was like starting over each time.
I have not communicated any differently to them than I have in this forum, and in fact attempted to communicate with Tesla for a week before posting here, and before filing a complaint with the BBB. My being angry and unreasonable was evidently what I was when asking to speak to a supervisor to see if a supervisor could provide more detailed information (or any information) on "who, what, and when" in regard to resolving my down system that had now sat unaddressed after a full week, and after many follow-up calls.
I work with a company that builds product, and does phone support on those products, and have managed some of these groups. Never though have we refused to give the customer information, next steps, and ETAs for those next steps, even as we start to diagnose the issue. I'm fairly well versed on how to approach support people to have the best chance to get helped, and non of this is of use with Tesla as they don't seem to even be able to mange themselves and their work internally.
After talking to their support now via multiple Tesla employees, I get the impression they don't actually have a support workflow tool, or a system of formally assigning or tracking reported issues through to assigned employees, and then measuring performance for the issue owners against the issue assignment date, type, severity, etc. If they have such a tool they don't seem to be using it for accountable tracking. This is fundamental to even the most basic support systems, and they seem to be managing workflow on these issues by sending emails in a broadcast manner, and if nobody picks it up, it goes nowhere, until the customer calls back asking where it's at, and then things start over. If you are lucky, somebody that received the broadcast takes interest, and decides to work on it. So far, evidently, I have not been lucky and maybe worse, black listed informally or otherwise. On my last support call, the kind support person assured me she had now copied close to 7 different people (including two managers) on the broadcast email she was about to send out for me "...while she had me on the phone". I was not assured.
So another word of caution, be nicer than you reasonable should have to be when calling Tesla support with issues - even when they are completely non-performing on their end.
