Original review: May 12, 2020

My Tesla solar system was installed this year and went into production on March 19, 2020. The system only worked 3 weeks, it stopped producing on April 6, 2020, there were no indications or alerts provided that the system is not working. I found out a few days later when I went on my Tesla app to see how much energy system is producing.

After multiple calls with customer service, it was determined that a field agent will have to come onsite to troubleshoot. It took them 3 weeks to schedule a technician to come, technician came on 4/22 and determined the invertor is bad, it needs to be replaced, now they scheduled to replace invertor on 5/15, which hopefully will resolve the issue. While the solar system is down, I'm paying PG&E for consuming electricity, plus also paying the monthly financing charges for the solar system that isn't working for more than month and a half.

When I asked tesla to reimburse for the financing fee for the period while system is down (system down within first month), I was told that Tesla doesn't guarantee production of electricity for the solar system they set up, the warranty only covers fixing the panels if any issues. Another customer wrote a review who got their solar panels 3-4 years ago, and their invertor has been replaced 5 or 6 times already, this is bad and very poor customer experience.

I believe in @Elon Musk for providing technology, but he needs to pay close attention on customer service and not to rip off customers for double-dipping (paying PG&E and also paying for non-functional panels each month). My suggestion to @Elon to fix this process and make sure your product is good and backed by a speedy resolution of issues for existing customers, a happy customer is the best ambassador a brand can have. I would strongly suggest future customers to pay close attention on the contract, make sure the clause for not guaranteeing any production is removed, otherwise, you'll be sorry and facing similar challenges that I'm currently facing.