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When the Polestar 2 and Volkswagen ID.3 electric car models were to be launched earlier this year, there was talk of a revolution for the entire electric car market. One of the selling points was that the cars would be among the first to use a central computer to control all the systems in the car and that allows OTA updates online via an app on the phone.
That did not happen.
As the car launches approached, both Volkswagen and Polestar stated that the new cars had problems with software functions and furthermore, OTA was not working, which is expected to start working at the earliest by the end of the year.
Multiple car owners testify now that the problems are more – and greater – than previously received information. Many are now expressing their frustration on social media; In a Facebook group for Polestar 2 owners, most of the posts deal with problems with the charging systems, 12-volt problems, hanging screens, and salvage.
Axel Vänerhav from Lerum received his new Polestar 2 delivered two weeks ago. One day he got a message on the screen about problems with the 12-volt system, and after stopping and talking to support, he had to rescue the car and take it to a workshop.
Despite the incident, Axel Vänerhav is satisfied in many respects with the car and thinks that driving itself is a pleasure. But he’s not satisfied with the fact that several of the features Polestar used in its marketing when launching its new electric car, and what customers actually pay for, still don’t work.
Photo: Jenny Ingemarsson
Photo: Jenny Ingemarsson
You think Polestar has been interrupted in your communication.
– Two days before picking up my car, I found out that I will not be able to use the car preheat or digital key until next year, of course it is frustrating, says Axel Vänerhav and continues.
– I have written to Polestar several times that it is only reasonable that there is some compensation for this, but I get no response. If you pay a certain price for a car with certain functionalities, you clearly get frustrated when it doesn’t work, he says.
Polestar owned by Geely and Volvo Cars is aware of system failures that in several cases led to cars suddenly stopping and forcing customers to bail out. On Friday, therefore, Polestar recalled its around 2,200 cars, of which around 600 are in Sweden, and car owners were urged to go directly to the nearest garage for a safety update.
– It’s never nice to remember a car and it’s not something anyone wants to do. But we’re glad we found the problem so we can fix it as quickly as possible, says Brent Ellis, Polestar’s communications manager.
Brent Ellis emphasizes that the car is safe to drive and believes that the problems are due to a bug in the car’s software, something that he says should be easily fixed.
He is aware that communication between the company and customers has not always worked as expected.
– We work to improve communication with our clients. We are a new company and we know that it has not gone quite well, but we accept all the feedback we have to develop ourselves, says Brent Ellis.
Polestar currently has there are no plans to compensate customers for uncovered software issues or delayed features that don’t arrive before the end of the year. Several Polestar 2 owners that DN spoke to are frustrated with the situation and feel they have had to act as test drivers for the new car, something Brent Ellis disagrees with.
Volkswagen ID.3 has had similar software problems as Polestar 2, and even its customers have expressed their discontent in Facebook groups.
According to Marcus Thomasfolk, Volkswagen’s communications manager, the company is aware of five cases in Sweden in which the rescue of VW ID.3 took place.
– Exactly what it depends on is something that must be investigated when it has happened, there can always be different explanations for something like that, he says and continues.
– That there are customer reviews of various kinds is not unusual in itself, but we definitely cannot see that there is anything in ID.3 that is notable or that stands out much more, says Marcus Thomasfolk.
Volvo Cars has them too an electric car, the XC40 Recharge, which shares the same software as the Polestar and the VW ID. 3. But there is no worry as the car is not ready for delivery yet.
– The first copies of the electric car from Volvo Cars started production last week, which means they will be updated with other software. So this is not an issue that affects Volvo customers, says Karin Wik from Volvo Car’s communications department in an email to DN.
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