It's been a couple of months now, but back on 10/16/18 I received an e-mail from Tesla asking me to turn off one of the two Powerwall IIs that were installed in December last year. Here's the message:
There was some additional contact instructions including the number to call. I was out of town, so my wife called when she got home from work. Fortunately, she picked the correct one first.
We had a lot of things going on in the last couple of months, including several out-of-town trips, so there wasn't a lot of follow-up on my part. I did call Tesla about a month later. I was told that they would call me back and that didn't happen. (This is the second time a phone call to Tesla with a promise of a call-back didn't happen.) This was prompted by an e-mail from our installer indicating that they had 41 units coming in at were offering "Black Friday" pricing on them. This weekend marked two months since the unit was turned off and I have plenty of time this week so I sent an e-mail to Tesla and cc-ed my installer. My installer replied saying that they could only replace my unit with one that was specifically assigned to me as a replacement, so they couldn't just use one from stock or set aside one that was on order. He said that they had been contacted by Tesla shortly after I received the e-mail confirming that a replacement would be sent but hadn't heard anything since. He said that he was going to call their Tesla rep and get back to me.
Well, suddenly a replacement unit will be shipped to our installer and they have scheduled the installation for Monday, 12/31. I wish I had been able to follow up sooner...
TL;DR: Tesla is finally replacing our defecting Powerwall II after two months, but only because I forced the issue.
"Subject: Tesla Powerwall Performance Notice: INQ20181009-xxx
My name is Jestee and I'm reaching out from Tesla's North America Tier I Energy Support team.
Tesla's remote diagnostics team has identified that Powerwall TG11732500xxxx is no longer performing to Tesla’s quality standards. We have opened a proactive replacement case and will be sending a replacement Powerwall to your installer as soon as we are able.
In the meantime we ask that you switch your Powerwall to the OFF position using the switch on the right side of the Powerwall. If you have multiple Powerwall units, please call us so we can instruct you on shutting off the correct unit. There is no safety concern with the Powerwall but we would like to have it switched off to prevent any further issues with the unit."
My name is Jestee and I'm reaching out from Tesla's North America Tier I Energy Support team.
Tesla's remote diagnostics team has identified that Powerwall TG11732500xxxx is no longer performing to Tesla’s quality standards. We have opened a proactive replacement case and will be sending a replacement Powerwall to your installer as soon as we are able.
In the meantime we ask that you switch your Powerwall to the OFF position using the switch on the right side of the Powerwall. If you have multiple Powerwall units, please call us so we can instruct you on shutting off the correct unit. There is no safety concern with the Powerwall but we would like to have it switched off to prevent any further issues with the unit."
There was some additional contact instructions including the number to call. I was out of town, so my wife called when she got home from work. Fortunately, she picked the correct one first.
We had a lot of things going on in the last couple of months, including several out-of-town trips, so there wasn't a lot of follow-up on my part. I did call Tesla about a month later. I was told that they would call me back and that didn't happen. (This is the second time a phone call to Tesla with a promise of a call-back didn't happen.) This was prompted by an e-mail from our installer indicating that they had 41 units coming in at were offering "Black Friday" pricing on them. This weekend marked two months since the unit was turned off and I have plenty of time this week so I sent an e-mail to Tesla and cc-ed my installer. My installer replied saying that they could only replace my unit with one that was specifically assigned to me as a replacement, so they couldn't just use one from stock or set aside one that was on order. He said that they had been contacted by Tesla shortly after I received the e-mail confirming that a replacement would be sent but hadn't heard anything since. He said that he was going to call their Tesla rep and get back to me.
Well, suddenly a replacement unit will be shipped to our installer and they have scheduled the installation for Monday, 12/31. I wish I had been able to follow up sooner...
TL;DR: Tesla is finally replacing our defecting Powerwall II after two months, but only because I forced the issue.