Gateway damaged (internally) in shipping.

[eswimm]

My Powershare install was scheduled for yesterday, but had to be postponed. Fortunately, the power company (to disconnect) was late and my electrician showed up first. Box was relatively undamaged (by UPS standards) and the gateway looked undamaged externally, but as soon as he opened the cover, the internals were shifted and broken off their plastic mounts.

Even though the packaging is likely sufficient to prevent damage to the metal case, shock from dropping is a problem. I would recommend inspecting the equipment prior to installation, especially if it involves disconnecting the meter. UPS residential delivery really isn't appropriate for this kind of equipment, it either needs to be shipped with a shock sensor or packaged with additional internal support.

He was able to get through to Tesla Energy on the phone, but they initially claimed they couldn't do anything because they don't ship equipment to customers. Since I was nearby, I explained that they've been shipping gateways directly to Cybertruck customers and they agreed to RMA the unit.

 

[eswimm]

Well, my installer received the replacement Powershare Gateway shipped by Tesla Energy directly to the them. It also arrived broken, not quite as busted up as the one I received, but still partially broken off its plastic mountings inside the metal enclosure.

Since I contacted the Tesla shop in parallel with my installer contacting Tesla Energy, the shop has also processed a replacement order that has not yet shipped. Hopefully one of us will eventually receive a gateway that isn't broken.

 

[RN1127]

Does the gateway ship together with the universal wall charger? Or separately?

 

[Crissa]

This shouldn't break from UPS delivery. Honestly.

Does the gateway ship together with the universal wall charger? Or separately?

As far as anyone has said on the forum, separately. Tesla boxes very few things together.

-Crissa

 

[HelfFL]

Does the gateway ship together with the universal wall charger? Or separately?

Separately

 

[eswimm]

Does the gateway ship together with the universal wall charger? Or separately?

Shipped entirely separately, wall connector usually ships and arrives within a few days, gateway can take several weeks to ship and is apparently bounced from Tesla to your house.

Just received shipping notice for the 3rd gateway, 3rd times a charm, right?

 

[eswimm]

3rd gateway arrived intact with no visible damage. Packaged differently, there was clearly an outer container (much larger box and packaging foam) that wasn't present on earlier deliveries.