This is unacceptable by Polestar. We paid for the service that we were promised, and failure to provide appropriate service in this case is not a supply chain issue, its a lack of commitment and investment and transparency. If the vehicle isn't working correctly we were promised that we could:
"Just press the ‘connect’ button in the roof, or summon us through the app, and our experts will show up to repair your vehicle on-site."
"We will pick up, service and deliver back your car at no additional cost if you live within 150 mi"
The promise of exceptional service convinced at least me into buying an expensive new-tech vehicle from a start-up company with the closest venue located 100 miles away, but they are just not set up as promised. The eSOS error cripples the car -- CS told me twice it was "unsafe to drive". It is one thing to have a line at the service center or wait for a part on order, its another thing to address a quick fix that requires no parts and is plaguing the fleet. There should be an aggressive strategy to address TCAM issues involving mobile techs and a coherent response from PS/Space/Volvo. Right now they don't even admit that TCAM problems exist, for fear of the bad press and cost of a recall.
I have come to realize that Polestar US is comprised solely of a call center that dutifully takes notes of complaints and, if pressed, can call their third-party towing company and maybe a rental car company too. The call center has no effective sway over the "Spaces" or the service centers. The Spaces are not run or owned by Polestar, they are owned and operated by local car dealerships beholden only to themselves, and the "service points" are Volvo shops, also responsible to only themselves. Sure there are agreements in place, but Polestar doesn't run these places.
With that being said, the car itself is great. If I knew about the wizard-of-oz structure of Polestar in the US, I probably would have kept my id4 or other reservations, but after seven months and 20K miles, I love the car and it has been reliable enough (and fun) that I don't regret my decision (yet). Polestar should have remained a sub-brand within Volvo and used their customer support infrastructure while they continued to design nice cars. In the meantime, perhaps they can use some of their $800m IPO money to stock a few spare parts and hire some mobile techs, neither of which they currently have or do (the service center didn't even have a single 5V spare battery or BDU in stock -- Polestar prohibits them from carrying stock).