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:

2020-11-13

2021-09-23

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Introduction
Currently the only DMS that is integrated with the Polestar warranty system is CDK. For retailers
that use Reynolds & Reynolds, Automate or DealerTrack as their DMS, these systems have not yet
been integrated with the Polestar warranty system. For any warranty claims that require submitting
from these stores 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. Once the claim is
entered you will be able to track it through the warranty system in the normal way.
This process is only a temporary measure until your DMS is integrated with Polestar and you can
submit claims via your DMS.

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
NACustomerService@Polestar.com.
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 2021

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

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Service Manager Bulletin 00-003P
•
•
•
•
•

Cause Code – See Appendix B
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

2021-09-23

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.

2021-09-23

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