Tesla Powerwall 2 not charging or discharging

[Michael007]

My AGL supplied Powerwall 2 participates in the AGL VPP. Last week the Powerwall stopped charging and discharging. All data is normal on the app. I went through the Tesla manual procedure by resetting and shutting down and restarting. The AGL people asked me repeat this whilst on the phone to no avail. They said I need Tesla assistance that they would arrange. I have been waiting for a week and no contact. I tried calling Tesla on several occasions but their support automatically disconnects the call after 15 minutes each time I call. What can I do now?

[Michael007]

I forgot to mention the Tesla App has a constant message “Grid Services - Your Powerwall is responding to a Grid Services event and is providing energy support to your local community”. I mentioned this and asked AGL if the VPP was causing the issue but they have not responded on this comment.

[Basil_AGL]

Hey @Michael007, I've spoken to the team and I'm going to send you a direct message to get a bit more information about your situation. 

Cheers, 

Basil

[Michael007]

Hi Basil. I replied to your direct message yesterday and look forward to hearing from you with positive news soon?

[Basil_AGL]

Hey @Michael007, thank you for getting back to me! I've reached out to the team and will come back shortly. 

[Michael007]

Hi Basil. Just letting you know it’s been more than 3 weeks since my Powerwall 2 failed. Despite many AGL emails promising Tesla will attend to my issue Tesla has not responded in any meaningful way, such as to arrange testing/inspection or arrange any repairs or replacement. So potential buyers of Tesla Powerwalls in Australia should consider the length of time involved in obtaining Tesla customer support. 

[Basil_AGL]

Hey @Michael007, sorry to hear you are still waiting to hear from Tesla! I'll follow up with the team who you have been in contact with and pass on this information. 

[Michael007]

Ok thank you for following up again (and again). AGL Neighbourhood hood readers interested in finding out more about Tesla support and service, or lack thereof, can read more at  https://www.productreview.com.au/listings/tesla-powerwall-2

[Caban]

One wonders if Tesla is now waiting for Mexico to pay for your Wall 😉

[Michael007]

Hi Caban and thanks for your post 😂.

Just to update on my situation. AGL have finally been advised that my Powerwall has failed and will be replaced by Tesla. AGL advises me that, based on their previous experiences with Tesla, the indicated time for replacement is 4 to 6 weeks. I'll keep the Neighbourhood informed on how that goes. I think AGL are trying to do their best to expedite my issue and it appears Tesla are the cause of the slow service. I've taken Tesla off my list for an EV purchase which I am seriously planning at the moment.