SMB00-003P-2020-

Polestar 
Service and Parts Business
Service Manager Bulletin
TITLE:
Polestar Warranty Bulletin – Temporary Warranty Submission
GROUP:
NO:
ISSUING DEPARTMENT:
CAR MARKET:
00
003P
Warranty
United States and Canada
REVISIONS:
Updated bulletin
ISSUE DATE:
STATUS DATE:
2020-10-23
2020-11-13
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Introduction
For retailers that use CDK as their Dealer Management System there will be a delay in the release
of Polestar as an available manufacturer on the CDK system until mid to late November 2020. Any
warranty claims that require submitting prior to this release a temporary process is in place. The
process will use the Warranty Support function on the Polestar Nebula Portal. Retailers will be
required to submit the necessary claiming information requested below for each claim. Claims will be
entered by the Polestar Warranty Team on behalf of the retailer.
This process is only a temporary measure and warranty claim submission will revert to CDK as soon
as it is available.
Polestar Nebula Support Function
Log onto Nebula using the log-on details that you have been provided with. Your username should
be in the format [email protected]. If you require a log-on for Nebula contact
[email protected].
Nebula address: https://polestar-portal.force.com/polestarretailportal
Click on the ‘Request Support’ tile in the Service, Parts and warranty section.
Produced and printed in the USA and available as an electronic document.
© Polestar 2020
Service Manager Bulletin 00-003P
Enter the Vin number of the vehicle (note you can enter the last 6 digits and select the correct Vin from
the search results). Make sure you select the correct Vin before pressing ‘Next’.
Note: If the Vin is not available leave the field blank and enter the Vin on the next page.
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Service Manager Bulletin 00-003P
On the next page enter the RO Number and then the Claim details in the ‘Description’ Field.
PDS1 and PDS2 Claims: Polestar 1 (232) and Polestar 2 (534) vehicles:
No claim submission is required. Refer to SMB 17-001P. The PDS (PDS1 & PDS2) is being completed by
the Ports thru December 31, 2020.
The condensed PDS as outlined in SMB 17-001P:
Enter the following information in the ‘Description’ field:
•
•
•
•
•
•
•
•
Vin Number (If not already recorded on the previous page)
RO Number (If not already entered in the RO field)
Mileage
RO Date (date work completed)
Claim Type: PREDEPS
Operation number
Customer Symptom Code (CSC) – See Appendix A
Cause Code (CC) – See Appendix B
Attach a scanned copy of the Repair Order.
Press Submit.
Warranty Claims
Enter the following information in the ‘Description’ field:
•
•
•
•
•
•
•
Vin Number (If not already recorded on the previous page)
RO Number (If not already entered in the RO field)
Mileage
RO Date (date work completed)
Claim Type (choose from the following)
- PREDEPS = Pre-Delivery claim found prior to retail delivery.
- 01 = New Car Warranty Claim. Fault experienced by customer after delivery.
- INCOPS = Incorrect vehicle specification: Missing or incorrect component fitted. (cause code
11/12 or 13 required – Authorization required – prefix 12)
• Symptom Code – See Appendix A
Cause Code - See Appendix B
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Service Manager Bulletin 00-003P
•
•
•
•
Failed Part Number
Part Numbers and Quantity of each (components replaced)
Operation Number – From VIDA (and Qty if greater than 1)
Authorization Codes: When a Polestar Rep must approve.
Gen op time: Prefix 04
Repeat repairs: Prefix 05
Specific repairs that require a Polestar Rep approval: Prefix 12
Hit the ‘Next’ button.
On the next screen select ‘Related Item’
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Service Manager Bulletin 00-003P
Once in the ‘Related Items’ area upload a scanned copy of the Repair Order for the warranty claim.
Appendix A
CUSTOMER SYMPTOM CODES (CSC)
Customer Symptom Codes (CSCs) are used to identify the customer’s concern and should reflect
the “voice of the customer.” These codes will enable Polestar engineers to analyze claim repair data
quicker and more accurately. Selecting the correct CSC is required when scheduling an appointment
or during customer write up. Retailers can access CSC codes via the VST or VIDA by clicking on the
tab titled “CSC Codes.” You can access the codes via VIDA.
Please remember that only one (1) CSC fault tracing operation number per repair is allowed. Claims
submitted with more than one (1) CSC will be adjusted.
NOTE: Ops for CSC codes retrieved should only be claimed when diagnostic procedures have been
followed. Supporting tech notes and punch times are required and may be requested. All audit
requirements must be met when submitting for CSC operation numbers. If a repair is performed per a
TJ, NO fault tracing operations are allowed.
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Service Manager Bulletin 00-003P
Appendix B
Cause Codes
Cause codes are used to describe why a fault or symptom occurs. The correct cause code must be
entered in the field. Cause codes are used to describe why a fault or symptom occurs.
Example: 45 (Out of round).
Code
Condition
Description/Definition
10
Defective component
Internal fault in component (not visible from outside)
11
Wrong component fitted*
Wrong design of component, wrong type of fluid filled
12
Component missing*
Missing from factory
13
Insufficient amount*
Fluid, gas, grease, corrosion protection, air in system
14
Overfull
15
Wrongly fitted, wrongly connected
16
Wrong setting
Wrongly set, wrongly adjusted, wrongly balanced
20
Loose
Loose, (gap)
21
Fastener loose
For fasteners only
22
Poor adhesive
23
Deformed
24
Burnt
25
Jammed
Pinched, (squeezed)
26
Blocked
Obstructed, blocked
27
Poor seal, leakage
Fluid, gas, grease, etc.
28
Moisture
Condensation
40
Worn
Faded as well
41
Rubbed
42
Seized up
43
Broken
Separated, cracked, broken
44
Sticks
Binds, stiff
45
Out of round
50
Open circuit
Applies only to break in cables
51
Short circuit
In connector/cables
60
Casting fault
Also burrs
61
Welding fault
Also welding residue
62
Sealant fault
Sealant/glue/primer residue
63
Surface corrosion
Oxidation
64
Corroded through
Corroded through to hole or break
80
Color deviation
Color deviation, shade differences
81
Paint run
Drops, paint run
82
Dirt in paint
Dirt particles
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Bent, dented, mechanical transit damage, handling
damage
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Service Manager Bulletin 00-003P
Code
Condition
Description/Definition
83
Orange peel surface
Rough surfaces structure, dull finish
84
Paint coat too thin
Base coat visible, insufficient coverage
85
Touch-up visible
Overspray, masking edges, paint touch-up
86
Grinding scratches
Grinding scratches in metal, plastic, etc. or in base coat
87
Scratches in paint
88
Cracked surface
89
Blistering
90
Craters in paint
91
Chipped paint
Chipped paint, flaked paint, stone chipping
92
Airborne contamination
Corrosion damage from soot, acid, etc.
93
Mechanical coating on paint
Corrosion damage from oil, sparks, bird droppings, etc.
98
Customer care
Use as directed
99
Cause unknown
Not possible to specify cause
Surface cracks
Codes 80 – 93 concern all painted surfaces, irrespective of the material base.
*11 ,12 and 13 “wrong, missing or insufficient from factory” require representative authorization.
2020-11-13
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