SMB00-008P-2020-

Polestar 
Service and Parts Business
Service Manager Bulletin
TITLE:
Polestar Replacement Car Policy
GROUP:
NO:
ISSUING DEPARTMENT:
CAR MARKET:
00
008P
Warranty
United States and Canada
REVISIONS:
ISSUE DATE:
STATUS DATE:
2020-11-24
2020-11-24
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Introduction
In conjunction with the complementary pickup and delivery service offered to Polestar customers they
will also be offered a replacement vehicle to use for alternative transport whilst their vehicle is in for
service or repair.
For a customer that lives within a 50-mile radius of the service point it is expected that they will
be given a loaner vehicle provided by the retailer. Over 50 miles from the retailer or in extenuating
circumstances Polestar offer a replacement vehicle by Enterprise Car Rentals. Each retailer will
be issued with a log-on to the online Enterprise portal so that they can book a rental vehicle to be
delivered to the customers doorstep and picked up again when their Polestar is returned to them.
The benefits of using a rental vehicle are that it decouples the transport of the Polestar vehicle from
the loaner vehicle, allowing more efficiencies in transport solutions. It also offers nationwide coverage
for replacement vehicles at a convenient distance to the customer. The rental can also be delivered to
the customers door.
Polestar cover the cost of the rental vehicle directly. There will be no invoice to the customer and no
invoice to the retailer.
The class of rental vehicle is set to the Premium Class, which must be selected for all Polestar 2
customers. A Luxury vehicle is available to book for Polestar 2 customers. Booking a Luxury vehicle
will require an additional authorization and may delay the process.
All rentals are limited to 3 days. Rentals for longer than 3 days require approval by Polestar Customer
Support.
Once a rental is authorized/requested by a retailer the selected Enterprise rental location will reach
out to the customer and set up the rental and driver details.
Produced and printed in the USA and available as an electronic document.
© Polestar 2020
Service Manager Bulletin 00-008P
Creating a Rental Booking
To authorize a rental vehicle log on to: https://www.armsweb.com/armslogon/logon using the
username and password supplied by Polestar. The account access should be controlled by one
nominated user at the retailer.
Select the ‘Create Authorization’ tab from the top of the page.
The retailer user should input their first name, last name and select their Retailer location from the
drop-down menu. The retailer user is then known as the ‘File Owner’ for this booking. Enter the
customers ZIP code, select the ‘Postal Code’ option and then press ‘Continue Authorization’.
Depending on the number of Enterprise locations available you might get an option to check the most
suitable location. Select and press ‘Next’.
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Enter the number of days the rental is required. 3 or less is accepted automatically. 4 or more will
require additional approval which may bring a delay. A rental extension can be authorized once the
rental is in progress.
Select the class of vehicle.
Polestar 1 customer = Luxury
Polestar 2 customer = Premium
Enter the Polestar customer’s name, e-mail address and phone number.
Use the customers Polestar Vin number as the Authorization number. This should be the vin number
for the vehicle that is being booked in for service or repair.
A note to the Enterprise location can be added at this point ‘Note to Enterprise’ or a note for the user to
view when accessing this booking in the future ‘Note to Self only’.
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Service Manager Bulletin 00-008P
Additional information can be entered on the date the rental is required and the renters address. This
will speed up the process for the customer with Enterprise if entered but is not essential at this stage.
Renters Vehicle Year/make/model can be ignored.
Press ‘Confirm Authorisation’. At this point inform the Polestar customer that Enterprise will be
contacting them to arrange their alternative transport.
Notes:
The rental vehicle will be a conventional gas-powered vehicle.
The rental vehicle includes insurance.
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Service Manager Bulletin 00-008P
The rental mileage is unlimited.
The customer will be responsible for any damage charges.
The customer will be responsible for any additional days that are not authorized by Polestar Customer
Support.
The customer will receive one complimentary tank of gas. Any subsequent fill-ups will be the
responsibility of the customer.
Accessing an existing Rental Booking
You can view a report of all your active rental bookings by selecting your retailer and name in the
Rental Maintenance Section at the bottom of the page.
To view a rental booking that is now finished you can select the ‘Find Customer’ tab from the top of the
page and enter the customers details into the search criteria.
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