Not best for sure….I had similar experiences. They need to improve a lot


Sent from my iPhone using Tapatalk

 

Interesting, not had that experience in the UK at all; always been very polite and helpful.
My local dealer is also very good...

Would be useful to know what your issues have been in relation to?

 

Would be useful to know what your issues have been in relation to?

I ordered and paid for the performance upgrade but it was never sent to my car. And the reservation fee was never paid back.

 

I agree - they are miles away from good customer service
Ive resorted to writing to the CEO who is thomas.ingenlath@polestar.com

However, don't be surprised if he doesn't answer either - I called them yesterday and heard the immortal line "Im afraid you won't be able to speak with Emily King (Head of UK customer services) because she doesn't speak to customers" -

You couldn't make it up

 

However, don't be surprised if he doesn't answer either...

He doesn't, that's not his job. His assistant replies in his place.

 

+1 for Tesla
-1 for Polestar

Sorry for your experience but how is your experience with Polestar correlated with Tesla...? It's sad that Polestar's CX and parts service isn't universal and consistent. You are at the mercy of whoever represents Polestar locally.

My personal experience with Polestar Toronto (Grand Touring Auto) has been top-notch.

 

Sorry for your experience but how is your experience with Polestar correlated with Tesla...?.

Because I’m coming from a Tesla and their customer service was great.

 

The saga continues.
Polestar tells me to make an appointment at a service centre to have it installed. But not a single Volvo dealer has time for me for at least 6 weeks.
I Think I'll just revoke my purchase and tell them to go ** them****

 

For the record, I’ve had the exact opposite results. My Tesla “service” has been the worst I’ve ever had anywhere. My one Polestar service, replacing and realigning the cameras, was flawless.

 

I have been contemplating a pre-configured car over waiting for my order, but honestly I am now thinking that more time will help me decide whether I want to continue with this purchase. I had thought that the quality of the vehicle could make up for bad sales and customer service, but unlike most cars they cannot be separated. I hope Polestar has someone dedicated to reading social media complaints. Polestar - are you listening?

 

After multiple attempts to get a response from either sales or customer support, either via phone or email, I have decided to cancel my order. I am in the San Jose area and would have thought that the money and tech in this area would lead to a relatively better experience. I can no longer justify paying $60K+ for a car when online configurations are inconsistent and pre-sales support is nonexistent unless I walk into a Space. Its a beautiful car and maybe Polestar will eventually get their act together, but for me there have been too many red flags

 

My only positive experiences have been at the polestar space and handover centre. All remote support has so far been less than useless.

 

Amazing the different experiences. I've found support very responsive, knowledgeable and courteous. And when they didn't know the resolution they came back to me. One time even came back again with a further tip they learned (I need to change the registered keeper and owner) and it all was perfect.

 

To me it just comes across as a typical company that values presales over support. Pay €1000 for a software update. And when it doesn’t get delivered, no one seems to care or know what to do and it will take 2 months before someone will even look at it. And when they finally do, I have 0 faith that it will actually get sorted right away. All the Volvo dealers I called didn’t even know what the performance update was. Let alone know how to fix it.

 

Yes I agree that is not good and must be so frustrating. I'd probably wouldn't want that upgrade anymore in your situations as the experience has taken the shine of something that was unnecessary in the first place. Impulse buy should be nice and easy and quick...

 

Wasn't an impulse buy though. I knew I wanted that upgrade since I found out it existed.
You don't NEED 406hp either

But in the age of over the air updates, you don't expect to have to wait 2+ months for it to arrive because it's just a software update. I'm going to compare PS to Tesla again.... If I had an issue with the model 3, they always had time for me within a matter of days. Not months.

 

I’m still waiting on my car being delivered on the 29th of Sep. Communication has been poor at best.

I sent an email complaint about the communication from Polestar a week or so ago and since then my handover date showed up on Sat (last weekend). I accepted the date and all good. Then the answer to my complaint turned up yesterday by email (the following Thursday):

”
I hope you are well. I apologise for the experience you have had with this particular order.

In regards to your order I can confirm that we have a delivery month of October, I can see that it has arrived at our importer.

In regards to communication for your order, you receive email notifications on the key stages of this order, for example when the car is about to be built etc. I am unsure why you have not received this, I can apologise at this moment - but I will certainly investigate this.

In regards to the fluctuating delivery dates, this is due to the current semi conductor shortage - which I appreciate you already understand. We can only provide estimates due to this.

As I said, we have a delivery month of October. You will be informed soon when you can arrange handover dates of your Polestar 2 and this will be in your Polestar portal also.

If you have any other questions or concerns, please do not hesitate to contact me.“

So… pretty much the guy in CS had decided to respond to my complaint without looking in to my order properly. Surely if I can see the delivery date on my login, he can… honestly!

Still chuffed I’m getting my car in a few weeks and, given the market, relatively quickly (6 months and a few weeks). Although, the whole process could have been so much better if they had just communicated.

 

I’m still waiting on my car being delivered on the 29th of Sep. Communication has been poor at best.

I sent an email complaint about the communication from Polestar a week or so ago and since then my handover date showed up on Sat (last weekend). I accepted the date and all good. Then the answer to my complaint turned up yesterday by email (the following Thursday):

”
I hope you are well. I apologise for the experience you have had with this particular order.

In regards to your order I can confirm that we have a delivery month of October, I can see that it has arrived at our importer.

In regards to communication for your order, you receive email notifications on the key stages of this order, for example when the car is about to be built etc. I am unsure why you have not received this, I can apologise at this moment - but I will certainly investigate this.

In regards to the fluctuating delivery dates, this is due to the current semi conductor shortage - which I appreciate you already understand. We can only provide estimates due to this.

As I said, we have a delivery month of October. You will be informed soon when you can arrange handover dates of your Polestar 2 and this will be in your Polestar portal also.

If you have any other questions or concerns, please do not hesitate to contact me.“

So… pretty much the guy in CS had decided to respond to my complaint without looking in to my order properly. Surely if I can see the delivery date on my login, he can… honestly!

Still chuffed I’m getting my car in a few weeks and, given the market, relatively quickly (6 months and a few weeks). Although, the whole process could have been so much better if they had just communicated.

My few post delivery support cases and responses via the website have been either worthless or completely wrong!

With respect to delivery dates however it’s very hard to predict once the cars have been delivered to the destination market port because of unpredictable delays in many markets so I give them a pass on that. The issues are not limited to Polestar. The actual final date is really upto the dealer in the end and at least in the US my experience is it’s best to directly talk to your space and not do things via the web.

My Space was always pretty clear in their communication with me and also clear that the website did not work well for them near the final stages of the sale.

 

I agree I had the same experience.