Polestar Goes the Additional Mile to Restore Polestar

Wayne Moore and I met on the Australian Electrical Automobiles Affiliation BBQ on a sunny Brisbane morning. Once I instructed him I wrote for CleanTechnica, he was eager to inform me his story. Wayne’s Polestar 2 — lengthy vary, single motor, with the Pilot and Plus packs — was delivered April 2022. He has had some difficulties with the automotive, as detailed beneath. Nonetheless, he’s greater than impressed with the tenacity and drawback fixing expertise of the Polestar technicians. It offers him confidence to know that this service staff is behind him and the automobile that he loves.

A number of Polestar house owners attended the AEVA BBQ. Photograph courtesy of Jon Day.

The next is Wayne’s telling of the story: “In September, I used to be driving down the M1 heading for Byron Bay (residence to Chris Hemsworth et al.) once I acquired a ‘propulsion warning’, then ‘lowered acceleration’. By the point I pulled over to the shoulder, I noticed a 12V error earlier than the automotive primarily stopped and had no drive. I contacted Polestar they usually towed it to Autonexus at Eagle Farm in Brisbane.

“About 5 days later, they gave me the automotive again. They mentioned they cleared the error codes within the pc and charged the 12V battery and it appeared OK. Then 3 days after that, I had the identical failure once more, this time whereas stopped at a pink mild in Tingalpa. Polestar had the automotive towed to Eagle Farm once more for one more look. 4 or 5 days later they instructed me that they had cleared the error codes, upgraded the software program, and re-charged the 12v battery and gave me it again.

“3 or 4 days after that, I acquired within the automotive on the driveway and actually as quickly as I moved, I noticed the propulsion warning once more. I acquired out of the automotive and locked the doorways at that time, save breaking down once more. Polestar despatched a truck to gather it the day after and dropped me a Polestar mortgage automobile.

“I despatched Polestar a diary of all the problems to present as a lot element as doable and assist diagnose the difficulty. I additionally talked about that each instances they gave me the automotive again, I had made 4 or 5 journeys protecting about 40–50 km, so it appeared like there was a sample to it.

“A few weeks later (finish of October 2022 now), they instructed me the difficulty was resolved and needed to ship the automotive to me. Nonetheless, I used to be about to go abroad for a few weeks. I needed them to maintain the automotive and take a look at it, with the 4 or 5 journeys between failures in thoughts. Per week later they gave me an replace that the whole lot was going properly, then just a few days after that, confirmed that the difficulty had recurred. A number of days later, they confirmed that they discovered a failed Present Measuring Sensor, which is definitely on the high-voltage aspect, not the 12V. It looks as if the 12V battery not charging had thrown them a loop they usually had been investigating the 12V system and discovering nothing mistaken. Solely when the automotive failed with a technician driving it did they lastly diagnose that the difficulty was within the HV aspect.

“Once I got here again from abroad (mid-November), I collected one other mortgage automotive from them and waited for updates. A alternative for the failed CMS was ordered from China and I used to be instructed it might take 3 weeks.

“In early December, I used to be suggested that the half had arrived and restore can be underway imminently. Then the next week I used to be instructed that Polestar didn’t have anybody HV licensed in Brisbane and that the automotive can be despatched to Volvo within the coming days. The automotive was despatched to Volvo within the second week of December.

“I spoke to the Buyer Service Supervisor I had been coping with and suggested that I used to be going away at Christmas with the camper trailer, and if I wasn’t going to get my automotive again, then I wanted to make alternate plans. Polestar mentioned they anticipated my automotive to be prepared in good time, however simply in case, they might match a tow bar to the mortgage automotive. This was carried out the next week. Additionally they suggested that as my automotive had been off the street for therefore lengthy now, that they have been what new autos that they had in inventory — primarily, if this piece of labor doesn’t resolve the difficulty, they’re changing the automotive.

“In all honesty, I’d reasonably get my automotive again for a number of causes. One in every of which is that new Polestars don’t get the total Pilot pack with the matrix headlights. If in case you have by no means seen these in motion, they’re severely cool (and a really helpful security characteristic), so I don’t need to lose them until there is no such thing as a cheap different.

“Within the week earlier than Christmas, I acquired a message from Volvo to say they have been about to start out work on my automotive. Undecided what occurred, however the work didn’t begin till the week after Christmas. With a purpose to carry out the restore, they needed to de-energise the traction battery in order that it could possibly be eliminated, because the CMS sits beneath the ground however above the battery. Additionally they needed to take away the entire seats. After putting in the half, they wanted to hoover seal and take a look at the battery compartment.

“First week of January, I acquired a message from Volvo that the restore had been profitable they usually had carried out a few drives with no points. However as per my authentic notes, they needed to drive it some extra earlier than returning it. So all being properly, I ought to now get the automotive again tomorrow, Jan ninth.”


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

I’m completely satisfied to report that Wayne did get his automotive again just a few days in the past, has take a look at pushed it a number of instances, and the whole lot is working tremendous. In his phrases: “Acquired the automotive again at present and I’m so completely satisfied about it! As quickly as I sat within the driver’s seat, it immediately felt snug and regular.

“Polestar goes to refund a few of my finance repayments as a goodwill gesture for the inconvenience. I’ve requested them in the event that they need to make a remark for the article within the spirit of ‘studying’ and I’ll let you realize.”

Polestar has certainly commented by their spokesperson:

“Whereas we choose to not have inconvenienced prospects, we’re happy to listen to that our customer support measures are sturdy and that the shopper has been happy with how we dealt with the problems.

“A part of the benefit we have now as an affiliate of Volvo Automobiles is entry to workshops and technicians who can maintain our prospects’ vehicles when required.

“The main points of this subject and its answer have been relayed with our headquarter colleagues in Sweden as a way to help in avoiding comparable points sooner or later.

“Thanks for persisting with Polestar. You could have been very reasonable in your commentary contemplating the circumstances.

“We hope you benefit from the possession expertise from right here.”

He definitely is!




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