Tesla Account not showing documents needing approval?

[Roland787]

Wednesday evening, I spoke with the electrician who will be leading my installation scheduled for Aug 3rd-4th, and he submitted documents requiring my approval shortly afterward. I immediately received the expected text from Tesla asking me to review and approve the design within 5 days to avoid a change fee. Within my Tesla Solar account it says "No outstanding items" and shows no additional documents. Also, strangely the name and contact information for my design specialist has disappeared. I assumed the documents would appear the next day which they did not. I later received a second text from Tesla reminding me that I had "items pending action in my Tesla account," yet upon logging in it shows "Your Action Items No outstanding items." I called the number I had recorded for the most recent project specialist that had been assigned to my project, and the call rolled over to another specialist who was able to see the documents submitted by the electrician, and she tried to get the documents pushed into my Tesla account for approval, but they would not go through. She said she opened a "ticket" to have Tesla's IT department look at my account and push the documents through, but she admitted that she had no idea when that would happen. Now a day later, I still cannot approve the documents. Working in IT myself, I realize these situations come up in complex online systems, but we strive to resolve these kinds of issues for our customers within a single business day and not leave anyone hanging.

Has anyone else here experienced this type of situation dealing with Tesla Energy, and does anyone have any suggestions on how I might be able to get this issue escalated and resolved quickly?

Thanks!

 

[jjrandorin]

No one but tesla can make documents appear in your tesla account, so there isnt anything else that can be suggested different than what you have already done (which is escalate through tesla).

 

[Roland787]

jjradorin,

Thanks for your reply.

I was able to get my project advisor on the phone and he was able to push through an update to the solar loan agreement and final layout for my approval. So my installation should be proceeding on schedule.

 

[jjrandorin]

jjradorin,

Thanks for your reply.

I was able to get my project advisor on the phone and he was able to push through an update to the solar loan agreement and final layout for my approval. So my installation should be proceeding on schedule.

Thats great, but its pretty sad that it took you a couple of calls into tesla to get this handled. If your advisor could "push through an update" the one you mention in your first post should have been able to do the same thing, at least in my opinion.

 

[Redhill_qik]

Wednesday evening, I spoke with the electrician who will be leading my installation scheduled for Aug 3rd-4th, and he submitted documents requiring my approval shortly afterward. I immediately received the expected text from Tesla asking me to review and approve the design within 5 days to avoid a change fee. Within my Tesla Solar account it says "No outstanding items" and shows no additional documents. Also, strangely the name and contact information for my design specialist has disappeared. I assumed the documents would appear the next day which they did not. I later received a second text from Tesla reminding me that I had "items pending action in my Tesla account," yet upon logging in it shows "Your Action Items No outstanding items." I called the number I had recorded for the most recent project specialist that had been assigned to my project, and the call rolled over to another specialist who was able to see the documents submitted by the electrician, and she tried to get the documents pushed into my Tesla account for approval, but they would not go through. She said she opened a "ticket" to have Tesla's IT department look at my account and push the documents through, but she admitted that she had no idea when that would happen. Now a day later, I still cannot approve the documents. Working in IT myself, I realize these situations come up in complex online systems, but we strive to resolve these kinds of issues for our customers within a single business day and not leave anyone hanging.

Has anyone else here experienced this type of situation dealing with Tesla Energy, and does anyone have any suggestions on how I might be able to get this issue escalated and resolved quickly?

Thanks!

When I went through this last year, there was a document that was sent by email that was not in the online portal for "reason".