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I wanted to share with you the disaster that the Polestar 2 launch is looking like here in the U.S. I'm a Tesla owner who has been considering the move to Polestar, because new and sexy. I've been on the preorder list for over a year, and we've finally hit the point where we are being asked to confirm our orders. Only problem is that their systems are clearly not up to the task.

I've now received 10 emails asking me to confirm my order, even though it was confirmed on the day that the first email inviting me to finalize came in.

More than that, the system has created 4 orders for my car, so when I go into my polestar account I've got 3 pending cars in the queue, with the order actually confirmed deleted. Effectively I've been put in the back of the queue for delivery because of some hiccups with their order management system.

I've contacted polestar support three times and each time they've said that it's a system-wide issue and one that they will be resolving in "a couple of days." Four weeks later the issue still exists.

Even better, when I go to look up my order, I get a "request failed with status code 400: Invalid configuration data" message.

Even more worryingly, when I look up my pricing breakdown, for some reason, the car is now listed at $83,665 versus the actual price of $71,400 and a total obligation of $91,139.04 including $9194.04 in interest expense, in spite of the emails clearly offering 0% interest. In addition I'm being asked to pay a $720 registration fee and a $995 acquisition fee, both of which are separate from the $1300 destination charge.

This is bringing my monthly to a frankly insane $1112.96, versus a lease price that they promise of $649 a month

In addition, the only places I can pick up the car are in California, even though I live in Oregon, which is a no sales tax state.

"While reserving your Polestar 2, you will need to select the Polestar Space nearest you and confirm your preferred payment method. There will be a Polestar Space in Los Angeles, New York City, and two in the Bay Area this year, with additional Spaces expected to open in Boston, Denver, Texas, Washington D.C., and Florida in the first half of 2021. For anyone who wants to order a Polestar 2 and doesn’t live near one of our launch cities, please select the closest retailer to you and that Polestar Space will work with you to provide the most convenient solution."

Having purchased a car in California before, if you drive a car off the lot in California you're liable for sales tax in the state unless you ship it out of state by a common carrier.

Finally, the amount of information we have about the car that we are expected to purchase is laughably limited. No information about home charging systems, no information about any away from home charging services that come with the car, and perhaps most importantly, test drives will only be available in the fall, while deliveries are scheduled for the late summer.

It's not a good look for a new car company to be this weak at this important customer service task.
 

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So if I'm reading this right, you're now at the back of the queue, with a car that's price over $10,000 more than you wanted, and you're likely going to have to travel a long way to pick it up in another state?...that's insane.

I really hope Polestar figures it out and allows you to order the car that you want.
 

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I wonder what Polestar 2 cancellations are like at this point.

What you're experiencing is all too common. Polestar messed up nearly every part of the order process so much that it will likely drive people towards Tesla. Early 2021 seems promising but I doubt most people will be that patient. Are you? At what point would you decide to move on?

Polestar reps are answering questions. So you might have some luck with the missing info.

If you find out, keep us posted.

These are answers someone got back:

I spoke with a rep today to get a bunch of my questions answered, so posted them below as an FYI. This is just based on my convo with one rep today, 5/12/20 so grain of salt and all that.

  • The rep I spoke to told me that if you live within 150 mi of one of the spaces, that you can pick up the car there or have it delivered to you for no additional charge. He did say that it would be up to each individual space as to how much they charged, if anything, for deliveries beyond the 150 mile mark. It's possible that if you are only 10 or 20 miles beyond that threshold, they may not charge you or may only charge you a very small nominal fee. but it's unclear how much they would charge you if you lived in Kansas or Colorado for example. He told me anecdotally what he is seeing is that they would probably work with a towing provider to determine a cost per mile beyond the 150 miles. He said the most he has seen in some estimations is a few hundred dollars, but nothing in the thousands. But seems if you're far enough away you will have definitely to pay to get the car. How much is TBD and probably not standardized across the country.
  • Similar to above, if you are within 150 miles, there are no costs for pickup/delivery, service or maintenance. The rep told me that you would contact polestar if you needed any service or maintenance, and within that 150 mile range, they will come and pick up the car and tow it on a flatbed to the closest space for servicing, at least initially, they will not be using local Volvo dealers for service. This is one point that is different now than when I preordered the car. Last year when I pre-ordered, they indicated all servicing would be done by the Volvo Network, so it should be fairly easy. It appears that is not the case at least for launch, so servicing will be a challenge if you don't live close to a Space.
  • In terms of pricing plans for the car itself, ( in terms of subscription model, lease options, etc) they are still being worked out, but at launch it seems most likely that it will be purchase or lease... subscription may not be ready yet, but that's also TBD. You'll need to go throw all that with the person you talk to when it's time to order your car. Unclear on if they will offer various lease lengths, mileage limit options, or what the rates would be or how they'd be determined. Personally I'm hesitant to buy the car outright because selling it to someone else will be very difficult if there's no Space in my town or they haven't started doing servicing locally by the time I want to sell it. On the other hand, that tax credit is the full 7500 so torn there.
  • I was told that there is a standard destination fee included in the price of the car that accounts for getting the car from the factory to the space, similar to any other car. But there is not an additional destination fee associated with picking up the car at a Space
-There will be OTA updates at launch

-For any maintenance and Service, they would tow your car to a space and bring it back to you, you do not have to drive it yourself. And they would not be driving your car, thus putting no miles on it.

-It's a bit up in the air as whether or not you get a loaner car for maintenance or service. I was told that for warranty repairs etc anything that may take more than a day or so should warrant giving you a loaner, but there's not a clear process on this at this moment. The rep felt like they would give a loaner in any circumstance that would leave you without a car, but may work with each owner on the timing and need of a loaner...so if it was a same day kind of thing,.and you don't need a loaner, then maybe not. But if they'll have the car for multiple days or more, then it seems logical they would provide one. However they really haven't crossed this bridge yet so TBD on how it'll all play out.

-San Diego is still on the list of spaces they plan to open, but that will not happen at launch. They are looking possibly by the end of 2020, or early 2021. I do not know about any other space cities.

  • Regular maintenance supposedly works out to once every 20,000 miles or 2 years, so according to the rep, you shouldn't have to deal with coordinating or dealing with this more than a few times during ownership. However, of course other random issues, warranty repairs, etc are another thing. Ya never know how many issues a first gen car may have, so it's possible you could hardly ever have to service it,.or maybe you'll have a new problem every month. Rollin the dice with these new cars.
  • They also confirmed the lack of Carplay at launch as indicated previously online. Again, this is a huge fail on their part and should've been one of the first things they made sure was available at launch.
 

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Discussion Starter #4
It gets better. Their pricing does not include sales tax, which as an Oregon resident I shouldn't have to pay, but if I have to travel to CA to pick up the car as Portland OR is more than 150 miles from the bay area, I will have to pay as the state of CA does not allow individuals to transport out of the state without paying use tax. So $89,939.875 all in which is well above model S territory with Full Self Driving.

And if I have maintenance needs will I have to drive 633 miles to get to the nearest location?

I'm keeping my order just to see how this develops and if they can right the ship, but am increasingly skeptical.
 

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It gets better. Their pricing does not include sales tax, which as an Oregon resident I shouldn't have to pay, but if I have to travel to CA to pick up the car as Portland OR is more than 150 miles from the bay area, I will have to pay as the state of CA does not allow individuals to transport out of the state without paying use tax. So $89,939.875 all in which is well above model S territory with Full Self Driving.

And if I have maintenance needs will I have to drive 633 miles to get to the nearest location?

I'm keeping my order just to see how this develops and if they can right the ship, but am increasingly skeptical.
It was mentioned in a press release that more than 80 percent of Polestar 2 reservation holders reside within a 150-mile range of the Spaces scheduled to open by mid-2021. You can do the math on what its like currently. So, we'll have to be patient.

If that 'more than 80 percent' statement is correct then the wait will be worth it.

POLESTAR PRESS RELEASE
Polestar Cars Announces First U.S. Retail Partners, Cities and 2021 Retail Plans
Rockleigh, NJ (May 18, 2020) – Polestar, the electric performance car brand from Sweden, announces the first retail partners in the U.S. for its network of Polestar Spaces in New York City and Los Angeles, as well as two locations in the San Francisco Bay Area. Polestar will collaborate with established retailer groups including Manhattan Motorcars, Galpin Motors and Price-Simms Automotive Group for initial locations planned to open in the second half of 2020.

In the first half of 2021, Polestar also anticipates expansion of its initial footprint via additional retailers who will open locations in the Boston, Denver, Texas, Washington D.C. and Florida regions. Additional locations via additional retailers will continue to open over time.

“We have been able to partner with retailers that that embrace Polestar’s innovative retail and service models. This will of course be a major benefit to our customers,” said Gregor Hembrough, Head of Polestar USA. “With more than 80 percent of Polestar 2 reservation holders residing within a 150-mile range of the Spaces scheduled to open by mid 2021, customers will be well supported throughout their relationship with Polestar.”

To supplement its digital retail model, Polestar Spaces—physical retail showrooms—will host non-commissioned Polestar Specialists to assist customers with product information and test drives of the brand’s first vehicles, the electric performance hybrid GT Polestar 1 and all-electric performance fastback Polestar 2.

Polestar will offer a convenient home delivery and service program for all Polestar models. Polestar customers living within 150 miles of a Polestar Space can have their new car delivered to their door and picked up for future servicing.

The program enables customers to enjoy seamless Polestar ownership without having to leave their homes. For customers living beyond the 150-mile delivery radius, their nearest Polestar Space will work to provide the most convenient solution for their needs. Polestar vehicles are available for sale and delivery in all 50 states.

The home delivery option and range will remain in place as future Spaces open, offering more convenient access to those in other areas of the country who want to visit a Space for a test drive or make material selections for their future car.

Statement From Polestar Cars Regarding US Retail Network and Home Delivery
Rockleigh, NJ (May 6, 2020) – Ahead of announcing full details of the Polestar retail Spaces, Polestar wishes to clarify several facts regarding the forthcoming retail network and home delivery program.
• Polestar vehicles can be delivered to any place in the United States.
• In the second half of 2020, Polestar Spaces will open in Los Angeles, the San Francisco Bay Area (2 locations) and New York City.
• In the following months, the company anticipates expansion of its initial retail footprint to Texas; Boston, MA; Denver, CO; Washington D.C. and Florida.
• The retail network will continue to expand in due course.
• Polestar customers outside of the launch cities will be supported by the nearest Space and service center until a Space opens closer to their location.
• For these customers, Polestar will offer a convenient home delivery and service program for all Polestar models. Any customer living within 150 miles of a Polestar Space can have their new car delivered to their door, and picked up for future servicing. The program enables customers to enjoy Polestar ownership without ever having to leave their homes, or until a closer Space opens, should they prefer to visit a physical Space.
• For customers living beyond the 150-mile delivery radius, the closest Polestar Space will work to provide the most convenient solution for their needs.
• The home delivery option and range will remain in place as future Spaces open, offering even more access to those in other areas of the country.
 

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Thanks Darius! Super helpful.
No problem.
Keep us posted if you plan on reaching out to Polestar, as that one person did above. At this point, any information/insight we can get will help!

Did you look at any other EV's online or in-person before deciding on the P2?
 

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Polestar should consider letting us pickup the car at a Volvo dealer in our state to make registration and taxation issues less cumbersome. There are no Polestar retail locations in my state of Arizona either.
 

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About the high pricing for your order, it looks like a bug on their end where they take your previous "total" price and use that as the "base"/car price and then re-add all the charges on top of it (i.e. delivery, tax, etc.). If you go through the configure process again (maybe use incognito so you don't add another pending order), you'll see the accurate price.

Re: ;the financing terms. I've been told things like interest rate, trade-in value, etc. are determined later when they actually do your credit check. So you shouldn't rely on the advertised rates when configuring.
 

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The US release is such a disaster. The ordering process is awful, but it's nothing compared to the service mess. I can't believe they're claiming to sell the car in all 50 states, but only offering warranty service in 2 states. Even if you happen to live in the 150 mile zone of a space, if you do something as foolish as driving the car somewhere, and then have a problem, you're SOL. The whole thing has certainly driven me away from ordering, I can't seriously imagine anyone going through with an order in the US in these circumstances.
 

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The US release is such a disaster. The ordering process is awful, but it's nothing compared to the service mess. I can't believe they're claiming to sell the car in all 50 states, but only offering warranty service in 2 states. Even if you happen to live in the 150 mile zone of a space, if you do something as foolish as driving the car somewhere, and then have a problem, you're SOL. The whole thing has certainly driven me away from ordering, I can't seriously imagine anyone going through with an order in the US in these circumstances.
Has Polestar confirmed this anywhere? Warranty service in only 2 states really? I figured we could just get warranty service at a Volvo dealer or something if I'm traveling...we need confirmation from Polestar. Even if they don't have a technician in Kansas (or another remote US state), they would just ship the car to a Polestar center for warranty service right? Or would that shipping cost be on us?
 

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Has Polestar confirmed this anywhere? Warranty service in only 2 states really? I figured we could just get warranty service at a Volvo dealer or something if I'm traveling...we need confirmation from Polestar. Even if they don't have a technician in Kansas (or another remote US state), they would just ship the car to a Polestar center for warranty service right? Or would that shipping cost be on us?
Yes, Polestar has confirmed via their official account on this Reddit thread. If you have any issues and you're not within 150 miles of a Polestar space, you have to get the car shipped to a space at YOUR expense. What a disaster.
 

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Is there a listing of Service Centers yet? I'm assuming in the major NewYork and California areas..

This is not new, this is how Tesla started, and a few other StartUps' have planned to start.. With it being a 'new' company you start small then ramp-up/expand (which i believe is also Polestars plan)

I think we expected more since they are affiliated/owned by Volvo..
 

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Darius posted it a little higher up - LA, SF and NY.

I guess the thing is we do expect better since they're owned by Volvo. In every other country Volvo dealers are providing the servicing, so why not the US?

I take your point about this is how Tesla started, but Polestar don't have the luxury of competing against 2012 Tesla, they're competing against the 2020 versions of Tesla, Jaguar, BMW and Mercedes, who all sell EVs and all offer nationwide service. As much as I'd love to have a Polestar, I don't see how anyone could choose one with no access to service in the vast majority of the country.
 

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Actually, you only need service where you sell them. Considering there is really no ‘service’ needed you will find it seldom to have to go in for service at all..

Road trips in an EV (even a Tesla) is still not the best idea.. ya know, infrastructure.. Tesla kinda makes that possible via SuperCharger network.. and have yet to see many complaints about ‘service’ on a road trip even with Tesla customers. Yes they have a bigger presence, but again not as dense as all the competitors you mention.

I think the real complaint here is why aren’t they releasing them to more regions.

Look at Jaguar. Dealers everywhere.. Low sales numbers. It’s not just about get ‘them out to everyone now’... We (As a people) are unfortunately still in that phase of accepting EVs. Which is still high risk, believe it or not... Start small, be ready to grow with demand.
 

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From the Reddit thread, "If you live outside of the 150 mile range you will still be able to utilize the pick-up and delivery option, but you will be charged an additional fee."

The million dollar question is how much will that fee be? I guess we'll have to wait and see once deliveries start and people start servicing their cars.
 

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What blows my mind is that they think they can charge a fee at all. I get that they're in some sort of squabble with Volvo dealers, so they're not using most of them. But why on earth are they expecting the customers to pay the cost (quite literally) of that fight? If they want the Polestar 2 to be successful they need to clearly say that they will cover all towing costs to a participating dealer. Then how far away the nearest one is an issue for them, not us.
 

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Thankfully service should be pretty minimal. From what I understand, mainly cabin air filter and brake fluid flush every 2 years or so.
 
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