My contract, signed just a few months before the price increase, was honored early on without drama. The advisor I worked with was very professional and prompt in his communications, and I experienced little delay or difficulty with my install. What's puzzling to me is the wide disparity in customer experiences throughout this sad episode. The negative press, lawsuits, and government investigations, could have all been avoided.
Anyway, my solar installation commenced on time in May, the completed work was inspected by the city in June, and with Socal Edison's blessing, I was able to turn on the solar roof in July. It all went like clockwork. Tesla's work crew was very experienced ("a few hundred installations"), professional and courteous; I would rate them as excellent. The system has been generating electricity since late July, although not quite at the rate I expected, so the jury is still out on that. All in all, I'm very pleased with the experience.
So what went so wrong for others? I can only guess that with the high turnover among Tesla Solar's senior management team as things were unfolding, an organization already under stress devolved into chaos. With a weakened central command, decision-making became ad hoc, and consistent messaging and responsiveness was lost. Customer service became hit-or-miss for many; I was among the lucky ones.
Just as with their EV division, I hope Tesla Solar survives this experience, and becomes all the more stronger for it. However, for that to happen, Elon Musk needs to build up a stronger organizational core, and then allow his team to perform ("Trust, but verify, and then get out of the way" is what I tell my management team). They have an aspirational product, and if they can keep costs reasonable, I believe there is still a strong market and future for Tesla Solar.