A lot of this stuff happened in the first wave of Model S' released here, the Tesla model of "Tweet at Elon when you have a problem and magically they start trying to fix it" is not ideal either tbh.
What? Surely they won't take the loan car off you without a fixed car to replace it with?
IMO this is a big problem, clearly they weren't expecting a major failure in the first batch of cars, which was statistically improbable. From the 180 in the first batch of preconfigs, statistically speaking at least 1 or 2 will. It really feels like they had a plan to leverage their Volvo relationships, and just assumed it would be fine, only to have a majority (or possibly even a minority, but enough to derail any deal) of Volvo franchisee's be like "Nope, not happening bro", and as a result it was a scramble to cobble something together through third parties, which has ended with a less than ideal solution.
I'm selfishly hoping the Perth arrangement (with the company that houses the Volvo dealer) translates more into a dealer-direct type experience.
Honestly having that point of call will probably help.
So so terrifying, my wife's gonna kill me if our car (that costs more than 2x any we've ever owned) results in this kind of experience. All the EV sceptics are gonna be like: yep, I'm buying a Nissan with a 10 year warranty thanks.
At least on a positive note, when you look around here, other than an initial bunch of inverters on launch models, these drive unit issues are relatively uncommon. Unfortunately electronics do have random failures, and they are unpredictable, so a small number of units will have faults, the issues here purely are around the service provided, hopefully over the next few months they'll sort something out a little better than "we're using the pre-delivery contractor to handle servicing"
Whenever something went wrong with our BMW they'd give us a loaner for however long it took to fix,
That's highly dealer dependent. When I was having issues with my previous BMW I had the loaner for the day, but it was going to take potentially weeks for them to see a fault with my car, so the option was take my car back when dropping the loaner off, or not have my car or a loaner.
Further to the above by @jjabra, I was told in a call that if I had an issue which could not be resolved promptly I could refund the car. That is regardless of the age/km as long as it was during the warranty period. I can tell you the date and time of the call if it's something you want to pursue @thaddeusross
Yep, I would be preparing for that outcome myself. It certainly leaves a sour taste in the mouth having an experience like this, and I wouldn't blame
@thaddeusross if they decided they don't want a Polestar after this experience.
When you look at Google maps for the address given, it shows an empty lot which doesn't inspire confidence.
This is Google Maps fault, autonexus is on the corner, the building up the other end of that empty lot, your screenshot is looking where the red line is, autonexus is the yellow outlined bit
When I rang Auto Nexus, reception told me they had never heard of Polestar.
It took some convincing that they had my car.
This is the problem with using AutoNexus as the servicing point. They are not a consumer facing business, and a receptionist has probably never heard of some of the rarer exotics that come through there either. AutoNexus Erskine Park is equipped to process 20,000 vehicles a month, except for the individual case manager its unlikely someone that you can easily call will know your car even exists. I really don't think they are to blame for any of this. They're not fit for purpose, this is not their usual job, and its a tough ask to expect them to deal with an end client when that is literally not their business. This one is really on Polestar, even if they do have to use AutoNexus temporarily to handle this stuff, it should be provided by Polestar's support, because they have the proper contact list.
Polestar really need a case manager for these issues that can talk to the disparate 3rd parties on your behalf and keep you posted on progress.
That is exactly what needs to be done. It's fine to outsource things, but they need to have someone/a team dedicated to handling all the correspondence between parties.