Polestar Goes the Extra Mile to Repair Polestar

Wayne Moore and I achieved at the Australian Electrical Automobiles Affiliation BBQ on a sunny Brisbane early morning. When I advised him I wrote for CleanTechnica, he was keen to tell me his tale. Wayne’s Polestar 2 — extensive selection, single motor, with the Pilot and Furthermore packs — was shipped April 2022. He has had some complications with the motor vehicle, as specific beneath. On the other hand, he is a lot more than impressed with the tenacity and trouble resolving skills of the Polestar specialists. It presents him self-assurance to know that this service workforce is guiding him and the automobile that he loves.

A number of Polestar house owners attended the AEVA BBQ. Photo courtesy of Jon Working day.

The pursuing is Wayne’s telling of the story: “In September, I was driving down the M1 heading for Byron Bay (property to Chris Hemsworth et al.) when I received a ‘propulsion warning’, then ‘reduced acceleration’. By the time I pulled around to the shoulder, I observed a 12V mistake prior to the automobile essentially stopped and experienced no generate. I contacted Polestar and they towed it to Autonexus at Eagle Farm in Brisbane.

“About 5 days later on, they gave me the automobile back. They explained they cleared the mistake codes in the pc and billed the 12V battery and it appeared Alright. Then 3 days following that, I had the exact failure yet again, this time while stopped at a crimson light-weight in Tingalpa. Polestar had the automobile towed to Eagle Farm again for a different glimpse. 4 or 5 times later on they told me they experienced cleared the mistake codes, upgraded the software, and re-charged the 12v battery and gave me it back again.

“3 or 4 days just after that, I got in the auto on the driveway and practically as soon as I moved, I noticed the propulsion warning all over again. I got out of the automobile and locked the doors at that position, conserve breaking down yet again. Polestar despatched a truck to accumulate it the day immediately after and dropped me a Polestar mortgage automobile.

“I sent Polestar a diary of all the concerns to give as substantially element as probable and assistance diagnose the situation. I also pointed out that each moments they gave me the auto again, I had manufactured 4 or 5 journeys covering about 40–50 km, so it seemed like there was a pattern to it.

“A few of months later (finish of Oct 2022 now), they advised me the challenge was settled and preferred to deliver the auto to me. However, I was about to go abroad for a couple of weeks. I wanted them to maintain the auto and test it, with the 4 or 5 excursions in between failures in brain. A week later on they gave me an update that almost everything was likely effectively, then a couple of days right after that, confirmed that the issue experienced recurred. A couple of times later, they verified that they observed a unsuccessful Present-day Measuring Sensor, which is actually on the substantial-voltage facet, not the 12V. It seems like the 12V battery not charging had thrown them a loop and they experienced been investigating the 12V process and acquiring nothing at all completely wrong. Only when the auto unsuccessful with a technician driving it did they lastly diagnose that the problem was in the HV aspect.

“When I came back again from abroad (mid-November), I gathered another bank loan car or truck from them and waited for updates. A substitution for the failed CMS was requested from China and I was told it would get 3 weeks.

“In early December, I was suggested that the element had arrived and repair service would be underway imminently. Then the subsequent 7 days I was informed that Polestar didn’t have any person HV licensed in Brisbane and that the automobile would be despatched to Volvo in the coming times. The automobile was sent to Volvo in the 2nd week of December.

“I spoke to the Customer Company Supervisor I experienced been working with and recommended that I was heading absent at Xmas with the camper trailer, and if I was not going to get my auto back again, then I desired to make alternate programs. Polestar said they predicted my automobile to be completely ready in great time, but just in case, they would in good shape a tow bar to the financial loan car. This was carried out the adhering to week. They also suggested that as my automobile had been off the road for so lengthy now, that they have been on the lookout at what new motor vehicles they had in inventory — basically, if this piece of get the job done does not solve the difficulty, they are on the lookout at replacing the car.

“In all honesty, I’d rather get my vehicle back again for several good reasons. One particular of which is that new Polestars really don’t get the total Pilot pack with the matrix headlights. If you have under no circumstances observed these in action, they are critically amazing (and a incredibly valuable safety characteristic), so I don’t want to reduce them unless of course there is no realistic substitute.

“In the week prior to Christmas, I obtained a information from Volvo to say they had been about to commence get the job done on my motor vehicle. Not guaranteed what occurred, but the operate didn’t get started right up until the week soon after Christmas. In order to carry out the maintenance, they had to de-energise the traction battery so that it could be taken out, as the CMS sits less than the ground but higher than the battery. They also experienced to clear away all of the seats. Following setting up the portion, they desired to vacuum seal and test the battery compartment.

“First 7 days of January, I bought a message from Volvo that the mend experienced been thriving and they had performed a few of drives with no difficulties. But as for every my first notes, they wished to drive it some more ahead of returning it. So all being very well, I really should now get the automobile back again tomorrow, Jan 9th.”

Wayne’s Polestar awaiting repairs. Picture courtesy of Wayne Moore.

I am satisfied to report that Wayne did get his auto again a few times in the past, has check pushed it multiple periods, and every thing is working great. In his phrases: “Got the car or truck back again now and I’m so satisfied about it! As shortly as I sat in the driver’s seat, it promptly felt relaxed and standard.

“Polestar is heading to refund some of my finance repayments as a goodwill gesture for the inconvenience. I have questioned them if they want to make a comment for the short article in the spirit of ‘learning’ and I’ll permit you know.”

Polestar has in truth commented via their spokesperson:

“While we favor not to have inconvenienced prospects, we are delighted to listen to that our client company actions are robust and that the purchaser has been pleased with how we taken care of the problems.

“Part of the benefit we have as an affiliate of Volvo Cars and trucks is obtain to workshops and specialists who can choose care of our customers’ cars when required.

“The particulars of this situation and its resolution have been relayed with our headquarter colleagues in Sweden in get to help in preventing identical troubles in the future.

“Thank you for persisting with Polestar. You have been very reasonable in your commentary looking at the instances.

“We hope you delight in the ownership practical experience from listed here.”

He unquestionably is!

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