Utah Consumer here, as of yesterday, have a 12.75 kWh system and 2 x Powerwall + installed...with very good customer service from the tech crews (Powerwall team and solar panel team).
I decided to go Tesla after the a local company bid a sightly smaller system with 1/2 the battery capacity at +$10,000. I will admit, with all the negative feedback and my own experiences, I was thinking should I follow through or bail up the the install day. As of this moment, i am Very Happy I stayed the course with Tesla....check back in 5 years...I hope my answer will remain the same.
As for getting from Sign up to contract to Design to install:
- Tesla handled 5 or so re-designs in a fairly painless manner....but I had to accept that you don't talk to engineering, so my well formed questions were captured by the advisor and taken back to engineering. Once or twice, they seemed to be IMing engineering while I was on the phone for some simple answers...which I appreciated. In the end, if i did a great job describing my redesign request, it came back as I asked. A few times, I did a poor job or I didn't add specific directions resulting in another redesign. Usually they got my redesigns done in 1 week. I always had to call to find out, they never prompted me that a redesign was done, and the advisor had to move the documents into my customer facing files.
They seemed to work well with the County for a permit, a call from me to the county did seem to prompt them communicating to clear up an outstanding question.
All the advisors were well trained, and polite....a few seemed to know more than others....but they were not engineers and didn't try to be.
INSTALL DAY(s)(2) were GREAT! Both the Panel Install Crew and the Electrician (powerwall) crews were very respectful, patient, answered all my questions and did superb work. I asked for a change in conduit and they accommodated it cheerfully. By day 2, I was up and running.
YMMV....good luck fellow travelers.
