SMB17-2021P-2020

Polestar 
Service and Parts Business
Service Manager Bulletin
TITLE:
Retail Car Delivery Process (RCDP)
Model Year 2021
GROUP:
NO:
ISSUING DEPARTMENT:
CAR MARKET:
17
2021P
Customer Service
United States and Canada
REVISIONS:
ISSUE DATE:
STATUS DATE:
2020-08-21
2020-08-21
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Summary
This bulletin contains information on the Retail Car Delivery Process (RCDP) for Polestar vehicles from
the point the vehicle is delivered from the port until the customer handover is complete.
To ensure the highest-quality experience to our customers, new vehicles must be delivered to the
customer with the latest vehicle software, with Polestar CONNECT activated and information on
vehicle charging available. We encourage you to ensure that these processes are fully understood
and implemented. These processes are geared towards assuring high-quality retail delivery and
completely satisfied customers.
Ensuring a problem-free delivery and following the PDS process is everyone’s responsibility.
The sections of this bulletin are:
1.
Vehicle inspection procedure (Truck delivery)
2. Pre-delivery service & software update
3. Storage & maintenance of stock and showroom vehicles
4. Polestar CONNECT and customer details
5. Charging the high voltage battery
6. Vehicle handover
1. Receipt & inspection of a Polestar vehicle from the port
Truck Delivery U.S. – All vehicles must be thoroughly inspected at the time of delivery by truck to your
facility. Guidance documents with instructions as to the submission and handling of claims can be
found at: www.ucmglobal.com/polestar password for access is: UCM2020
Produced and printed in the USA and available as an electronic document.
© Polestar 2020
Service Manager Bulletin 17-2021P
2. Pre-Delivery Service (PDS) & Software Update
We suggest that the “technician” take ownership of the PDS to make certain the vehicle is being
inspected correctly and the latest software is installed at the time of delivery. The Technician will be
responsible for the entire vehicle, the Detail Person responsible for the appearance of the vehicle, and
the Handover Specialist is responsible for the customer experience. PDS should not be looked at as a fillin job in the shop but as the first impression our customer has when he or she purchases a new Polestar.
To ensure the highest-quality experience to our customers, new vehicles must be delivered to the
customer with the latest PDS software. The installation of the software must be within ten (10) days
of the physical delivery of the vehicle to the customer. PDS payment is subject to debit where it is
found that software was not installed accordingly. The Pre-Delivery Service (PDS) and Vehicle in Stock
Maintenance is to be performed as per VIDA.
It is necessary to follow all Polestar stock maintenance and Pre-Delivery Service (PDS) procedures as
outlined in VIDA. This includes keeping vehicles in transport mode and performing the final stage of PDS
as close to the customer delivery as possible. It is imperative that the vehicle has a healthy, fully charged
battery at the time of customer delivery. The target is for a battery with 100% state of charge at handover.
The technician must search for all PDS+ related Technical Journals (TJs) and implement the action as
described in the TJs at the time of PDS.
To align with the software update requirements, payment for the PDS is split into two. The initial PDS1
claim will be 1.3 hours to cover the mechanical element of the PDS which should be performed as soon
as possible after the vehicle arrives from port. The PDS2 claim is for an additional 0.5 hours for the
software update, final detail of the car and resetting the Service reminder Indicator. This must be claimed
within 10 days of customer handover.
Also note that the PDS Checklist must be signed by the Technician, Detail Person and the Handover
Specialist responsible for that vehicle. This will ensure that the work performed, and the cleanliness
of the vehicle meet the needs and expectations of the Polestar owner. As one of the last people in the
Retail Store to hand off the new Polestar to its owner, the Polestar/Handover Specialist must ensure the
integrity of the product and make certain all is in working order. The PDS Checklist must be attached to
the R.O. and retained in the vehicle file.
See Appendix A on details on how to claim for PDS1 & PDS2.
3. Storage and maintenance of stock and showroom vehicles
It is imperative that whilst a vehicle is in storage or on display that its condition is maintained. Upon
vehicle receipt at your facility, you should be checking the battery state of charge and starting your
maintenance plan per the schedule in VIDA. Vehicle batteries and tires are especially sensitive to aging.
Failure to follow prescribed routines may result in claims denial.
Polestar vehicles should remain in Transport Mode as this includes a state of charge in the driver’s
display, tracking of past maintenance, and the time the next maintenance is required. Leaving transport
mode deletes this data. Note that some Polestar 1 vehicles may arrive from the port without transport
mode enabled. In this case the technician should make a note on the RO that this was the case.
It is important that all Retailer staff be aware of the ability to authorize or deny data collection on
services that require it within the vehicle software. If any of the privacy settings are enabled for testing,
then they must be disabled prior to releasing the car to the customer.
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4. Polestar CONNECT and Customer Details
Prior to the day of the customer handover the Handover Specialist is responsible for setting up
Polestar CONNECT so it is ready on the day of the handover and there are no issues. A customer
vehicle MUST NOT be released without setting up Polestar CONNECT.
Polestar 1 – Polestar CONNECT will require activating in Vida prior to the customer pairing their
vehicle with the Phone App. Complete the activation in VIDA which will generate the 4-digit code
required to pair with the customers phone (note: in some scenarios the Pin will not be required). The
customer can download the ‘Polestar 1 CONNECT’ App from the Apple store or Google Play store
to their phone. Note the CONNECT button will not be functional until this process is complete. See
Appendix B for VIDA instructions.
For Polestar 1 it is required the Handover Specialist completes a test call to Customer Support from
the vehicle using the CONNECT button prior to the customer arriving. This is to insure there are no
error messages flagged on the central information screen when the service is activated.
Polestar 2 – Polestar CONNECT will be active when the vehicle arrives with you from the port.
5. Charging and the High Voltage Battery
It is recommended that the vehicle is handed over to the customer with a 100% level state of charge.
Although 80% is the optimum level recommended to customers for daily charging, Polestar would
like the customer to benefit from the full 100% range the first time they drive and experience the
vehicle. 80% is recommended as a daily charging routine to preserve the longevity and performance
of the battery whilst achieving an adequate range for daily commuting. 100% state of charge should
be reserved for when the customer is making a longer trip. When the vehicle arrives the HV battery
should be charged to 80% during PDS1 and subsequently topped up to 100% at PDS2 and at handover.
6. Customer Handover
Customer delivery preparation is the first opportunity to create customer satisfaction and customer
loyalty. The objective is to deliver a new Polestar that is 100% perfect.
Polestar 1 – make sure the Bluetooth and WiFi name is set to ‘My Polestar’. See TJ 35407.
Polestar 1 - Reset service reminder light. It is important the customer gets a full cycle of 10,000 miles/
16,000 km or 1 year from the delivery date before the reminder light illuminates.
Polestar 2 - Reset service reminder light. It is important the customer gets a full cycle of 20,000 miles/
32,000 km or 2 years from the delivery date before the reminder light illuminates.
Delivery Phases:
•
Vehicle Preparation
•
Stage the Car
•
Demonstration of Features
•
Overview of Polestar CONNECT service
•
Overview of service including pick-up & delivery and replacement car.
•
Documentation/Owner’s Information Materials
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Service Manager Bulletin 17-2021P
The handover specialist is responsible for making the delivery of a new Polestar a well-planned,
memorable event. Time and special attention must be given to the new owner, effectively
communicating Polestars commitment to the customer’s complete satisfaction.
Appendix A – PDS Claim Procedure
PRE-DELIVERY SERVICE (PDS1 and PDS2) REIMBURSEMENT SUBMISSION PROCEDURES
PDS1 will be paid automatically at the time of wholesale to the wholesaling retailer. Payment will
appear on the Weekly Transaction Statement under the PDS section. Claims will be identified by the
prefix “P” and the last six digits of the VIN. Claim submission for PDS1 claims is not required.
Retailers that receive a vehicle from another retailer and are not the wholesaling retailer should verify
with the wholesaling retailer if the PDS1 has been performed. Reimbursement would have to be
worked out between the retailers directly. Claims will only be paid to the retailer identified by Polestar
as the wholesaling retailer, regardless of which retailer performs the PDS1.
PDS2 will be paid at the time of delivery to the retailing retailer. Claim submission by the retailing
dealer is required.
The PDS will continue to be subject to all administrative repair order requirements as outlined in the
Warranty Policy and Procedures Manual. This includes punch time verification.
RETAILER ALLOWANCE for reference information
PDS1 (Automatic Payment) Model
ALL
Model Year
2021
Labor
1.3
Labor OP
01710-6
PDS2 (claim submission required)
Claim Type:
Model:
Model Year:
Labor
Labor Op
Cause Code:
CSC:
PDS2PS
All
2021
.5
01711
98
1C
**PDS2 claims require a retail date be reported. Claims will only be paid to the retailer identified by
Polestar as the retailing retailer. The retailing retailer is required to ensure the PDS2 is completed and
the vehicle has the latest PDS software at the time of delivery.
Note: Minimum technician level required to perform a PDS is a Polestar Certified Level.
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PDS2 SOFTWARE UPDATE PROCESS
1.
Note: You must perform a new vehicle readout.
2. If “No software information found” is displayed in the Vida software tab.
3. Select the ALL tab..
a. Manually enter the PDS upgrade part number
b. Press enter on the keyboard
c. Select Add Software
4. Purchase PDS software.
5. An error message will be displayed stating “134 – The hardware part already contains the latest
software. PDS UPGRADE”
6. Remove the software and finish any remaining work on the vehicle.
Appendix B – Polestar 1 Registering Polestar CONNECT on VIDA
Open VIDA on your computer, you do not have to be connected to the vehicle.
Select the ‘Hamburger’ menu in the top RH corner.
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Service Manager Bulletin 17-2021P
Select VOC from the dropdown menu. The following screen will open.
You can use this screen to see if a VIN is already set up for Polestar CONNECT. You can enter a new
Polestar ID here to either start or change the subscription to Polestar CONNECT.
Type in or copy and paste the VIN
Select “Find Vehicle”
Assuming nobody is set up on the car, you can add a new Polestar ID that the customer creates
on their own via the Polestar 1 Connect app.
Select “Find ID”
Select “Setup VOC”
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Here is an example of a car that is correctly setup.
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