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Discussion Starter · #1 ·
Hi all, firstly just to say the car is amazing. I've had it 2 years and done 62,000 miles/100,000km. I've charged to 100% a lot of the time, 90% some of the time but mostly on my home 7kw charger and very rarely on a super charger which I only usually add 20% or so if I'm in and around York - which has an amazing array of car charging points btw. The fast chargers for example are at 25p kwh.

Anyway, as the car is over the 60k warranty limit (as I booked it too late), I had it "serviced" at Stoneacre in Knaresborough. This concluded with, an "all is fine inspection", the only actual physical work being a coolant strength check with a probe, brake linings check with a torch and gauge (10% wear), tyres - torch and gauge and brake fluid moisture check with a probe. I got a nice colourful email, with lovely diagrams to say so.

When I turned up to pick up the car it hadn't been washed or anything - no bother. I then asked for the bill and I asked what they had done to my car, to be told "mostly software stuff",to which I pointed out I could get OTA for nothing, so why pay them for the privilege of doing it? "Dunno sir". I also asked how much time had been booked on the car - which was 1.83 hrs, to shine a torch on the thing, update to the latest software, and stick in 2 probes.

Now we can of course never put a value on piece of mind knowing the experts have been all over the vehicle but I'm not convinced these experts are actually that. If anything this expertise has been overvalued significantly because there is nothing a competent EV independent specialist or even back street garage couldn't cover. Bearing in mind the "Health Check" does not include any information about propulsion or battery systems, my suspicion is that these will only be inspected if they fail.

I also had some advisories with costs associated, £60 to change brake fluid, £60 to change coolant and £628 to change the brakes. An additional £748 if I wanted to proceed with the work - for piece of mind of course.

"Have a coffee sir and think about it". "No thanks", I said. Thinking my brakes have 90% of the factory fitted friction material left, why would I or anyone spend £628 replacing them? If I applied the same logic to the rest of my life I would buy 2 new pairs of shoes, one to walk home in - which I would then put in the bin, and the other pair to walk back to the shop in so I could buy 2 new pairs. This is the evidence that it is a major rip-off for those unfortunate to have more money than brains.

The conclusion to this tale is that in the end I should have paid £250 + VAT for a "health check". Volvo Stoneacre charge £120 per hour labour so it's par for the course but £120/hr for stripping an engine or manhandling large bulky bits of kit can be justified (can it?), but for holding a torch?

BTW, I got a "discount" to £200+vat. the most they could do.

Your opinions on this would be useful as I intend to challenge Polestar or this to see if they can justify the cost and the advice to change the brakes. The service manager gave me the discount because he thinks it's a major rip-off and I agree with him.
 

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Very major rip off and one that I have thought about, and makes me wonder what to do when my service is due next year. A chunk of that 1.83 hours must have been waiting for the software to download. If Volvo were honest and said 'we have a £250 minimum charge', that would at least have a hint of ethical intent.

Pretty sure that one of the brake/exhaust sheds would check your brake wear, tyres and coolant strength for free in about 10 minutes....
 

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Discussion Starter · #3 ·
Very major rip off and one that I have thought about, and makes me wonder what to do when my service is due next year. A chunk of that 1.83 hours must have been waiting for the software to download. If Volvo were honest and said 'we have a £250 minimum charge', that would at least have a hint of ethical intent.

Pretty sure that one of the brake/exhaust sheds would check your brake wear, tyres and coolant strength for free in about 10 minutes....
I had my alignment checked when I had new tyres fitted at a local garage, zero cost as no adjustment. Volvo wanted £70 just to check. However this is not necessarily a dig at main dealers, its whether Polestar are happy leaving you in their clutches.
 

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I had several problems with my local dealer in the course of my 2 year old's service (a paltry 13000 miles so within the service agreement). Arranged for collection using the app but they didn't turn up, neither did they turn up when I rebooked in the same way despite having contacted them via their own website and not receiving a response. After the second no show I rang them and they admitted that they had received the emails from Polestar and apologised for not acting on them. They arranged to collect the car and despite confirming that they would update the software from 2.2 to 2.4 and then confirming that they had done so it was still on 2.2 when they returned it. I then got a call from them a week later asking for the mileage reading because they had forgotten to take it at the time of the service.

About a week later I received a call from the service manager who began by explaining to me that the car's software was indeed up to date although he seemed to be referring to some sort of service software that I hadn't heard of. Fact is it is still on 2.2 and Polestar had separately confirmed to me that dealers were instructed to update to 2.4 where possible. Apart from the sense that I wasn't being told the truth I let it go because 2.5 is imminent and 2.2 seems to be working fine.

But then the real reason for the call became apparent. Well this is a bit embarrassing, he said, but it appears that you do not have a service contract in place therefore we should have charged you for the service (approx £208). I felt that my own certainty was being challenged so rather than get into an argument I told him that I would check this with Polestar. Sure enough, the lease contract confirmed the included service at this point in time and Alex at Polestar resolved the issue on my behalf. At this stage it is not clear whether this information was missing from the database the garage has access to or whether it was an oversight on their part. It was only resolved yesterday therefore I have yet to hear from the dealer but as far as I am concerned the issue has been resolved.

We all make mistakes therefore how we deal with them is crucial but to have made this many errors smacks of incompetence. I get the feeling that Polestars are an unwelcome wart on this garage's worksheet. Their service risks damaging the brand which is a reason why escalated my problem to Polestar. What recourse would the owner of an electric Volvo have in this situation?

Luckily the service intervals are few and far between but my advice is to deal directly with Polestar for all service matters. All credit goes to Alex for her help and I am now aware that I am not alone in having had this type of experience.
 

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Discussion Starter · #5 ·
I had several problems with my local dealer in the course of my 2 year old's service (a paltry 13000 miles so within the service agreement). Arranged for collection using the app but they didn't turn up, neither did they turn up when I rebooked in the same way despite having contacted them via their own website and not receiving a response. After the second no show I rang them and they admitted that they had received the emails from Polestar and apologised for not acting on them. They arranged to collect the car and despite confirming that they would update the software from 2.2 to 2.4 and then confirming that they had done so it was still on 2.2 when they returned it. I then got a call from them a week later asking for the mileage reading because they had forgotten to take it at the time of the service.

About a week later I received a call from the service manager who began by explaining to me that the car's software was indeed up to date although he seemed to be referring to some sort of service software that I hadn't heard of. Fact is it is still on 2.2 and Polestar had separately confirmed to me that dealers were instructed to update to 2.4 where possible. Apart from the sense that I wasn't being told the truth I let it go because 2.5 is imminent and 2.2 seems to be working fine.

But then the real reason for the call became apparent. Well this is a bit embarrassing, he said, but it appears that you do not have a service contract in place therefore we should have charged you for the service (approx £208). I felt that my own certainty was being challenged so rather than get into an argument I told him that I would check this with Polestar. Sure enough, the lease contract confirmed the included service at this point in time and Alex at Polestar resolved the issue on my behalf. At this stage it is not clear whether this information was missing from the database the garage has access to or whether it was an oversight on their part. It was only resolved yesterday therefore I have yet to hear from the dealer but as far as I am concerned the issue has been resolved.

We all make mistakes therefore how we deal with them is crucial but to have made this many errors smacks of incompetence. I get the feeling that Polestars are an unwelcome wart on this garage's worksheet. Their service risks damaging the brand which is a reason why escalated my problem to Polestar. What recourse would the owner of an electric Volvo have in this situation?

Luckily the service intervals are few and far between but my advice is to deal directly with Polestar for all service matters. All credit goes to Alex for her help and I am now aware that I am not alone in having had this type of experience.
I booked through the App, what I didn't mention is that the dealer did not check their systems so when I arrived they had no idea I was coming. I had to prove I had a booking on the day with the App.

There must be a better way because with an ICE vehicle you can simply go somewhere else.
 

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Thunder, non PP, towbar
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I may have accepted teething problems with service bookings through the app early on but we are now over two years down the line. Whatever acrimony there is between Volvo garages and Polestar it should not involve the customer.
 

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I had no problems with my 2 year service I booked it direct with the Volvo Garage, they called me the day before to confirm I was still able to attend. The service took approx 2 hours with no charge and the car was washed.

Like all dealerships I guess there are good and bad dealers in the Volvo network.
 

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I had no problems with my 2 year service I booked it direct with the Volvo Garage, they called me the day before to confirm I was still able to attend. The service took approx 2 hours with no charge and the car was washed. Like all dealerships I guess there are good and bad dealers in the Volvo network.
I to have had no problems with my 2yr service booked directly with volvo no cost except a staggering £60+ for replacement wiper blades that I requested them to change.
 

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I to have had no problems with my 2yr service booked directly with volvo no cost except a staggering £60+ for replacement wiper blades that I requested them to change.
Mine went well (was booked three weeks in advance, with me dropping it off to them).

Was given a quote of £1309.68 for 4 tyres including full 4 wheel alignment for £108. I've got the 19" so that's the Michelin 245/45/19V 102 ones.

I'm a bit surprised they're so expensive (couldn't find them anywhere else for less than £250) AND that I managed to take them down to 3-4mm in ~15k miles.
 
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