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Polestar UK customer service - very disappointing start...

1699 Views 6 Replies 6 Participants Last post by Nyxea, May 25, 2022

DRFJ

Discussion Starter · May 13, 2022

Hi everyone, my first post, and I'll begin by saying thanks for all of the useful advice on this forum, it's been very helpful to someone waiting for their first electric car. Ordered my P2 early February through a salary sacrifice scheme at work. Few weeks ago was excited to finally receive a handover date of today (Friday) and had planned an overnight trip away in the car this weekend to test it out. I received a number of email confirmations regarding my handover in the past few days, last one on Wednesday, and was really looking forward to the delivery of my new car. Then yesterday, I got an email from Polestar to login to my account and confirm my handover date?? This was received less than 24 hours before my handover was due to occur, and barely 12 hours after I had received an email confirming my handover for today. On checking my account, I was shocked to see that they were now offering me a handover on Monday. Confused, I called Polestar (UK) to ask what was going on, and was eventually told that they could not deliver my car today as it had not yet been delivered to the handover team, due, ironically, to a flat battery - yes I did ask does it not just need to be charged, to be told it was the 12V one - is that likely to be true? I explained that this was a disaster for my weekend plans as I was relying on having the car - I don't have another one to use, and also that I cannot receive the car on Monday as I will not be home from the weekend trip until late that evening. I was assured they could not get the car to me before Monday. They also refused to send me out a loan car, and I was verbally told that I could hire a car and they would reimburse me up to £75 per day, but that I was on my own to arrange this. Overall an incredibly disappointing and frustrating first experience with Polestar. I had taken a day off work to receive the car and have had my plans significantly disrupted. I cannot now get the car until Tuesday and have had to change my plans this day as well, to make that happen - I'm abroad with work from Wednesday. What is most disappointing is that Polestar could cancel my handover at such short notice, yet no one had the courtesy to call me about it, you are just offered a new date online. I am waiting to hear how they are going to compensate me for the inconvenience but not holding my breath. This has really taken the shine off receiving the car. Has anyone else had this sort of experience? Is this the level of customer service I can expect from Polestar UK. Any ideas why this battery would be flat? I'm now also concerned I going to receive a complete lemon of a car. Sorry for all the whinging, first world problems I know, just had to get it off my chest, and thanks again for the advice. Justin

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Geuben

· #2 · May 13, 2022

My handover day wasn't great and the car spent the first month at a Volvo garage getting fixed. Customer support were pretty poor. Not proactive about anything and very slow at everything.

I've had the car 6 months and it's been fine since the initial issue and I no longer really care about the customer service I experienced at the beginning the car more than makes up for that.

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Smell The Glove

· #3 · May 13, 2022

My experiences with CS have been very poor, sadly. They are quite slopey shouldered, and their continuing engagement with issues that take longer than an email to fix has been pretty lacking.

I've had more problems with the car than I've had with previous new cars (note that none of the problems are particularly serious in themselves), and I don't find the centralised CS model to work well. At least if you speak to a local stealership you have a much smaller and more integrated number of people to navigate through when having issues resolved. With centralised CS it's like any other contact centre - you get good agents and not so good agents and your experience depends on who picks up the phone.

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robmw

· #4 · May 13, 2022

DRFJ said:
Hi everyone, my first post, and I'll begin by saying thanks for all of the useful advice on this forum, it's been very helpful to someone waiting for their first electric car. Ordered my P2 early February through a salary sacrifice scheme at work. Few weeks ago was excited to finally receive a handover date of today (Friday) and had planned an overnight trip away in the car this weekend to test it out. I received a number of email confirmations regarding my handover in the past few days, last one on Wednesday, and was really looking forward to the delivery of my new car. Then yesterday, I got an email from Polestar to login to my account and confirm my handover date?? This was received less than 24 hours before my handover was due to occur, and barely 12 hours after I had received an email confirming my handover for today. On checking my account, I was shocked to see that they were now offering me a handover on Monday. Confused, I called Polestar (UK) to ask what was going on, and was eventually told that they could not deliver my car today as it had not yet been delivered to the handover team, due, ironically, to a flat battery - yes I did ask does it not just need to be charged, to be told it was the 12V one - is that likely to be true? I explained that this was a disaster for my weekend plans as I was relying on having the car - I don't have another one to use, and also that I cannot receive the car on Monday as I will not be home from the weekend trip until late that evening. I was assured they could not get the car to me before Monday. They also refused to send me out a loan car, and I was verbally told that I could hire a car and they would reimburse me up to £75 per day, but that I was on my own to arrange this. Overall an incredibly disappointing and frustrating first experience with Polestar. I had taken a day off work to receive the car and have had my plans significantly disrupted. I cannot now get the car until Tuesday and have had to change my plans this day as well, to make that happen - I'm abroad with work from Wednesday. What is most disappointing is that Polestar could cancel my handover at such short notice, yet no one had the courtesy to call me about it, you are just offered a new date online. I am waiting to hear how they are going to compensate me for the inconvenience but not holding my breath. This has really taken the shine off receiving the car. Has anyone else had this sort of experience? Is this the level of customer service I can expect from Polestar UK. Any ideas why this battery would be flat? I'm now also concerned I going to receive a complete lemon of a car. Sorry for all the whinging, first world problems I know, just had to get it off my chest, and thanks again for the advice. Justin

I had exactly the same experience as this… twice! First handover date was cancelled by a phone call from them two days before. They couldn’t even explain to me why the handover dates were cancelled though, simply saying it hadn’t arrived at the dealer yet. I rebooked it for the following week, then less than 24 hours before that, I got an automated email asking me to choose another handover date. I phoned them to say is this an error, and they said no, it would need to be rebooked again. I made a fuss and they gave me a loan car for another week until my car was finally delivered nearly two weeks late. As you say, it’s first-world problems – but when you spend that much money on a car, you at least expect some decent communication!

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toscal353

· #5 · May 14, 2022

It could well be a real problem with the 12v. Depending on the circumstances the 12v may be an ongoing problem as it may be faulty or have been damaged by going flat. there are threads on here that discuss how to check battery health, and if there is any doubt insist on a replacement asap.

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DRFJ

Discussion Starter · #6 · May 17, 2022

Thanks for the replies, just as an update, my car was delivered this afternoon, and it's great, all seems to be in working order. I was slightly disappointed that it was driven to me however (from Chiswick apparently), everyone else on here seems to have has theirs delivered on a loader. It came with 48 miles on the odometer, I would not have been happy with much more. To top it off, the driver needed a lift to the train station to get back and he was in a hurry. Handover lasted no more than about 15-20 mins therefore! He was a nice enough guy and I wanted to take it for a drive anyway so I agreed to take him, but again, while the car seems great, the customer service has been much less so. I've submitted my bill to Polestar CS for the hire car I required for 4 days, let's see how forthcoming that is!

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Nyxea

· #7 · May 25, 2022

DRFJ said:
Thanks for the replies, just as an update, my car was delivered this afternoon, and it's great, all seems to be in working order. I was slightly disappointed that it was driven to me however (from Chiswick apparently), everyone else on here seems to have has theirs delivered on a loader. It came with 48 miles on the odometer, I would not have been happy with much more. To top it off, the driver needed a lift to the train station to get back and he was in a hurry. Handover lasted no more than about 15-20 mins therefore! He was a nice enough guy and I wanted to take it for a drive anyway so I agreed to take him, but again, while the car seems great, the customer service has been much less so. I've submitted my bill to Polestar CS for the hire car I required for 4 days, let's see how forthcoming that is!

Hopefully Polestar CS pull through on the hire car bill, the web chat staff have been useful so far for me. Which salary sacrifice scheme did you use? I placed an order with NHS FS early May and I’m trying to get an idea of timescales regarding receiving an order number etc.

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