NHTSA ID Number: 10206418
Manufacturer Communication Number: SMB00097P
TSB/Document Date: 2022-01-10
Summary
Repeat or Related Concern Process.
Polestar
Service and Parts Business
Service Manager Bulletin
TITLE:
Repeat or Related Concern Process (RRC)
GROUP:
NO:
ISSUING DEPARTMENT:
CAR MARKET:
00
097P
Customer Service
United States and Canada
REVISIONS:
ISSUE DATE:
STATUS DATE:
2021-09-01
2021-09-01
Page 1 of 3
Polestar
USA and our Retail Partners share the responsibility to ensure that our customers are not
inconvenienced by repeat repair or unplanned service visits that ultimately result in a vehicle out- ofservice situation.
If a vehicle is in your workshop for service for any repeat /related complaint, or a vehicle is out of
service more than 3 calendar days, Polestar USA policy requires Retailers to follow the escalation
process (RRC Process) outlined in this bulletin.
If a customer is back for a repeat repair, or a repair order is open for longer than three days, then the
Service Manager should notify the Aftersales Market Manager (AMM) and Field Technical Specialist
(FTS). The analysis form on page 3 of this bulletin is used to document this process.
If parts are not available within 3 days, then Parts Support (option 2) should be notified.
If the problem is not isolated by the lead tech, shop forman or service manager within the times
outlined, then the Technical Help Desk (THD) should be contacted.
NOTE: Any repair/complaint of a reported condition that has resulted in an accident, property
damage, or personal injury or that could result in an accident, property damage or personal injury
must be reported immediately.
To ensure continued customer satisfaction and decrease costs, we urge you to comply with early
notification when involved in any of the service situations outlined in this bulletin. Failure to follow
Polestar USA policies and procedures may result in requiring retailers to absorb the related expenses
if a situation results in a replacement, repurchase or other settlement expenses.
Produced and printed in the USA and available as an electronic document.
© Polestar 2021
Service Manager Bulletin 00-097P
All repairs must follow applicable warranty and audit guideline requirements.
Repeat or Related Concern
Process
Customer
makes
appointment
Service advisor reviews
warranty and repair
order history
RO open
> 3 days?
A case where the customer experiences the
same or similar concern within 90 days from
the previous visit is considered repeat
Repeat or
unplanned?
A case where the customer comes back for
any reason within 45 days since a previous
visit is considered unplanned.
No
No
Prepare RO
normally and follow
service process
Yes
Yes
Customer demonstrates
concern
Unplanned
Repeat
RO open
> 3 days?
Yes
Service Manager:
-Reviews repair order, TJs, and QBs
-RRC analysis form started & sent to AMM & FTS
-Dispatch to lead tech / shop foreman
No
Apply internal escalation process. A shop
foreman or Service Manager must review the
case after 1 hour into the job.
After 1 additional hour, when the attention of
Shop Foreman or Service Manager does not
yield a resolution the Technical Helpdesk
should be contacted.
Diagnostic Procedure
1. Verify the problem.
2. Determine related symptom(s).
3. Analyze the symptom(s).
4. Isolate the problem.
Problem
found?
No
Contact THD
Attach RRC
analysis form
Yes
Parts
delay?
-Contact THD if problem is not
resolved through the
Polestar Diagnostic Process
-Contact THD if down for more
than three days on this repair
-Contact Parts Option 2 if parts
not available in 3 days
Yes
Contact parts support
No
Diagnostic Procedure
5. Repair the problem.
6. Verify the repair.
Service manager reviews and
verifies repair prior to close
Service Manager:
-Delivers vehicle to customer
-Completes RRC analysis form for AMM & FTS
Page 2 of 3
2021-09-01
Reset
Service Manager Bulletin 00-097P
Repeat or Related Concern (RRC) Analysis
1.
Retailer
_______________________________________________________________
_______________________________________________________________
Retailer Code ______________
_____________________
Date
_______________________________________________________________ Repair Type (C/W/I) ________
Customer
VIN
2.
___________________________________
_________________________________
Previous RO Date
Previous RO No.
Previous Advisor __________________________________
Previous Tech ____________________________________
Original Complaint __________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
3.
Current RO No.
________________ Current Advisor _____________________ Current Tech ______________________
Current Complaint __________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
Comeback Condition Found __________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
Corrective Action Taken ______________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
(1-10)
4. Problem Caused By _________
1 - Could not verify complaint
6 - Assigned technician not qualified
2 - Attempt to improve “normal” condition or operation
7 - Poor workmanship
3 - Improper diagnosis
8 - Incomplete repair or service
4 - Incomplete repair order (Service advisor or customer) 9 - Part failure
5 - Poor advisor to technician communication
10 - Other __________________________________________________
Quality Check By ___________________________________ Inspected By ___________________________________
Amount charged to Policy: Total _____________________ Parts ___________________ Labor ___________________
5.
Notification of Repeat Repair
Use this section when Technical Help Desk (THD) assistance is needed while vehicle is in the shop.
This is the _______ repair attempt.
THD assistance is needed: Y
N
______________
The vehicle has been out of service for _______ days.
Contacted hotline?: Y
N
THD Report #
The vehicle has been serviced by: (List all other known facilities in “comments” section below).
If situation is parts related, list part number, order number, and date ordered:
Part No. _____________________________ Order No. ___________________________ Date Ordered ______________
Additional Comments ________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
__________________________________________________________________________________________________
2021-09-01
Page 3 of 3
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TSB/Document ID: SMB00097P
Replacement Service Bulletin Number:
MFR Communication Date: 2021-09-01
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
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