Very knowledgeable friendly staff

Dear Volvo Stockport / Polestar Customer Care,I am writing to raise a formal complaint regarding the handling of my vehicle, registration OX25CRK, which has remained off the road for an extended period following repair work after a non-fault accident.My complaint is not only about delay. It is about the lack of a clear technical diagnosis, the inconsistent explanations I have been given, the absence of any reliable timeframe, and the lack of proper transparency around what has happened to my vehicle while it has been in the repair chain.The position I have been given has changed repeatedly, including:- calibration being the only remaining issue;- failed calibration attempts;- the only calibration route requiring impractical road conditions;- no other way to resolve it in the UK;- escalation to Sweden / factory level;- the issue being treated as a warranty matter;- the issue being described as relating to the roof camera;- the issue being described as a “common fault”;- possible software development being required.This is plainly inconsistent and has left me with very little confidence in the handling of my vehicle.I also want to make clear that I strongly disagree with the suggestion that this is a “common fault”. If this were genuinely a common fault, I would expect there to be a clear diagnosis, a known repair route, and a reasonable timeframe for resolution. Instead, my vehicle has been caught in uncertainty for around 12 weeks, with no one able to give me a clear answer as to how it will be fixed or when I will get it back. That is not consistent with something being a straightforward or commonly understood issue.I am also concerned that:- my vehicle was taken off-site / to an employee’s home overnight without clear prior authority from me;- communication with me and with the insurer has been inconsistent;- the vehicle has remained stationary for lengthy periods with no meaningful progress;- I still do not have a clear written explanation of the actual fault, the actual cause, or the actual remedy;- there appears to be a mileage discrepancy of approximately 240 miles from when the vehicle left my property on 12 January 2026 to date.I have requested multiple times that I be provided with an itemised list of all trips undertaken in my vehicle since it left my property on 12 January 2026, including dates, times, mileage, purpose of journey, and who had custody of the vehicle at each stage. Despite those repeated requests, I have still not received this information. This is unacceptable and should have been provided promptly.Please treat this as a formal complaint and provide the following in writing:1. The precise fault currently affecting the vehicle.2. Whether the fault is considered accident-related, repair-related, warranty-related, manufacturing-related, or some combination of those.3. Whether the issue is the rear camera, roof camera, calibration process, software, or another component.4. The basis on which anyone has described this as a “common fault”.5. Whether this is in fact a known or recurring issue and, if so, since when.6. What technical steps have already been taken.7. What escalation has taken place with Polestar / Sweden.8. What fix is currently proposed.9. A realistic timescale for that fix.10. Why my vehicle was taken off-site overnight and who authorised that.11. A full itemised record of all journeys made in my vehicle since it left my property on 12 January 2026, including the reason for each journey and the recorded mileage.12. An explanation for the approximately 240-mile discrepancy in the vehicle’s mileage since it left my possession.Given the length of time this has now been ongoing, if a fix cannot be provided within a reasonable timeframe, I believe this needs to move beyond ongoing delay and uncertainty. In those circumstances, I would expect serious consideration to be given to rejecting the vehicle and replacing it.Please acknowledge receipt of this email. I also expect a substantive written response within 5 working days.Please also provide your final response in writing so that I can decide whether I need to escalate the matter further.Regards,Mike Pickston

informative and most helpfull

Dear Volvo Stockport / Polestar Customer Care,I am writing to raise a formal complaint regarding the handling of my vehicle, registration OX25CRK, which has remained off the road for an extended period following repair work after a non-fault accident.My complaint is not only about delay. It is about the lack of a clear technical diagnosis, the inconsistent explanations I have been given, the absence of any reliable timeframe, and the lack of proper transparency around what has happened to my vehicle while it has been in the repair chain.The position I have been given has changed repeatedly, including:- calibration being the only remaining issue;- failed calibration attempts;- the only calibration route requiring impractical road conditions;- no other way to resolve it in the UK;- escalation to Sweden / factory level;- the issue being treated as a warranty matter;- the issue being described as relating to the roof camera;- the issue being described as a “common fault”;- possible software development being required.This is plainly inconsistent and has left me with very little confidence in the handling of my vehicle.I also want to make clear that I strongly disagree with the suggestion that this is a “common fault”. If this were genuinely a common fault, I would expect there to be a clear diagnosis, a known repair route, and a reasonable timeframe for resolution. Instead, my vehicle has been caught in uncertainty for around 12 weeks, with no one able to give me a clear answer as to how it will be fixed or when I will get it back. That is not consistent with something being a straightforward or commonly understood issue.I am also concerned that:- my vehicle was taken off-site / to an employee’s home overnight without clear prior authority from me;- communication with me and with the insurer has been inconsistent;- the vehicle has remained stationary for lengthy periods with no meaningful progress;- I still do not have a clear written explanation of the actual fault, the actual cause, or the actual remedy;- there appears to be a mileage discrepancy of approximately 240 miles from when the vehicle left my property on 12 January 2026 to date.I have requested multiple times that I be provided with an itemised list of all trips undertaken in my vehicle since it left my property on 12 January 2026, including dates, times, mileage, purpose of journey, and who had custody of the vehicle at each stage. Despite those repeated requests, I have still not received this information. This is unacceptable and should have been provided promptly.Please treat this as a formal complaint and provide the following in writing:1. The precise fault currently affecting the vehicle.2. Whether the fault is considered accident-related, repair-related, warranty-related, manufacturing-related, or some combination of those.3. Whether the issue is the rear camera, roof camera, calibration process, software, or another component.4. The basis on which anyone has described this as a “common fault”.5. Whether this is in fact a known or recurring issue and, if so, since when.6. What technical steps have already been taken.7. What escalation has taken place with Polestar / Sweden.8. What fix is currently proposed.9. A realistic timescale for that fix.10. Why my vehicle was taken off-site overnight and who authorised that.11. A full itemised record of all journeys made in my vehicle since it left my property on 12 January 2026, including the reason for each journey and the recorded mileage.12. An explanation for the approximately 240-mile discrepancy in the vehicle’s mileage since it left my possession.Given the length of time this has now been ongoing, if a fix cannot be provided within a reasonable timeframe, I believe this needs to move beyond ongoing delay and uncertainty. In those circumstances, I would expect serious consideration to be given to rejecting the vehicle and replacing it.Please acknowledge receipt of this email. I also expect a substantive written response within 5 working days.Please also provide your final response in writing so that I can decide whether I need to escalate the matter further.Regards,Mike Pickston

Excellent service and they listened .

Dear Sir/Madam,I am writing to formally raise a complaint regarding the vehicle with registration CV70 HGM, which was purchased from you approximately one year ago and sold with a 3-year warranty.Since purchase, the vehicle has developed a persistent and serious fault. While driving, the vehicle exhibits significant vibration, the engine warning light illuminates, and a reduced performance (turtle) warning appears, resulting in a sudden loss of power. This issue presents a clear safety risk, particularly when driving at speed, and is wholly unacceptable for a vehicle of this age and condition.The vehicle has been maintained exclusively through authorized Volvo service centers, ensuring full compliance with manufacturer servicing requirements. On 1st April, the spark plug ignition kit was replaced; however, the same fault has reoccurred. The vehicle is currently back in service, and we have incurred repeated costs due to ongoing mechanical issues.Under the terms of the warranty and applicable consumer protection legislation, I now request the following:• Full reimbursement of all service and repair costs incurred to date in relation to this fault• Confirmation that the issue will be fully investigated and permanently rectified under warranty• A formal valuation of the vehicle, as we are considering replacement due to loss of confidenceGiven the seriousness and recurrence of this defect, and the associated risk to personal safety, I also request clarification as to whether a full refund may be considered, as the vehicle may be deemed not fit for purpose.Furthermore, the extended delays in securing service appointments (up to one month) and the failure to provide a replacement vehicle have resulted in significant inconvenience and fall short of reasonable expectations of aftersales support.Please note that full service history is available via the authorized Volvo service center in Chester, and may be reviewed as required.I expect a formal response within a reasonable timeframe. Should this matter not be resolved satisfactorily, I reserve the right to escalate the issue further.Yours faithfully,Burcu ColakBest Regards

The initial phone call with a male rep (whose name was not recorded) was not expected. He was dismissive, rude and abrupt. Not professional. The sales manager did make contact via email and I did respond but have not received a response. The female sales rep was amenable and friendly but was unable to assist with my requirements.

salesman engaged then stopped, no communication - didn't take me seriously as a customer.

David was very helpful without being pushy. Gave us lots of helpful information and if/when a suitable car is available - would be very happy to do business with him

Josh was knowledgeable and very helpful