SMB31002P Service Bulletin/Repair Instructions

Polestar 
Service and Parts Business
Service Manager Bulletin

TITLE:
Shipping and Handling of Polestar Lithium-ion Battery Electric Vehicle (BEV)

Battery Modules to Global Battery Solutions (GBS)

GROUP:
NO:
ISSUING DEPARTMENT:
CAR MARKET:
31
002P
Warranty
United States
REVISIONS:
ISSUE DATE:
STATUS DATE:
Page 6 (FedEx BOL) – Revised “Consignee (To)” section
2021-05-10
2021-12-20
Page 1 of 10

Attention Polestar Parts Managers and Service Managers

There may come a time when a customer’s vehicle will require technical service and you will be

instructed to replace and ship a defective lithium battery electric vehicle (BEV) battery module directly

to our supplier for technical evaluation.

For complete battery packs, please see SMB31-001P.

Note: All Polestar Lithium-ion Battery Electric Vehicle (BEV) Batteries modules will be part of our

Polestar Technical Helpdesk Prior Approval Process.

The failed battery electric vehicle (BEV) battery must be shipped directly to the Polestar Battery Center,

operated by Global Battery Solutions (GBS), at the address indicated below and on the shipping labels

attached.
POLESTAR LITHIUM-ION BATTERY ELECTRIC VEHICLE (BEV) BATTERY MODULE SHIPPING

AND HANDLING GUIDELINES:
Remove the replacement module from its shipping box and follow instructions as outline in VIDA and/

or provided by Retailer Technical Support (RTS) for installation.

HANDLING:

Ensure the replacement box and packaging are kept in their original condition. The replacement

battery module shall be removed from its original packaging and installed in the vehicle as soon as

possible in order to maintain protection against mechanical impact or tampering.

Once the replacement module is removed, store the shipping box in a safe and secure place to be

used for the transportation of the defective battery electric vehicle (BEV) battery module.

•
Do not remove or cover up any of the hazmat shipping labels on the outside of the replacement

box.
•
Do not damage or disassemble the replacement box.

Produced and printed in the USA and available as an electronic document.

© Polestar 2021
Service Manager Bulletin 31-002P

•
If you damage the box you will be charged for a replacement box plus shipping and hazmat labeling

cost.
Before packaging the module, make sure that it has been emptied of all coolant and dried. It may be

necessary to package the module with an absorbent towel to collect any remaining coolant.

Carefully place the defective battery electric vehicle (BEV) battery module inside of the bag it arrived

in, then repackage the module with all included foam inside of the box. Reseal the box with packaging

tape ensuring the warning labels on the package are not obscuring.

Warning labels “Class 9” and “Cargo Aircraft Only” must be present and unobscured on a minimum of

two sides of the container.

It is mandatory the defective battery electric vehicle (BEV) battery module be shipped to GBS within 2

days of receiving the replacement battery module. The defective battery module must be received by

GBS within 7 days of receipt of the replacement battery module.

SHIPPING:

All core shipments to the Battery Center must include a proper core report. Without the core report

core credit will not be given. See the Core Return Procedure chapter in the Parts Policy and Procedure

manual, found on the Retailer Portal, for instructions on how to create a core report and core packing

list.

Please complete the attached FedEx VICS Bill of Lading. Retailers only need to fill out their return

address.

All other information is pre-flled. Do not alter any information on this Bill of lading.

Located at the end of this bulletin are 4 GBS return shipping labels pre-addressed to Global Battery

Solutions.

•
Cut out one of the labels.
•
Fill out this label completely.
•
Secure the label to the outside of the replacement container.
•
Contact the FedEx Freight at the number below and request a pick-up:

FedEx Freight Customer Service 1.866.393.4585
Ship to:

Polestar c/o Global Battery Solutions

581 Ottawa Ave, Suite 100

Holland, MI 49423

Attention: Stacy Trott

Once the FedEx Driver arrives, it is important to give the driver the completed FedEx Bill of Lading and

a copy of the Safety Data Sheet. You can print a copy of the Safety Data Sheet from SMB 31-005P.

You should also attach a copy of the Safety Data Sheet to the outside of the replacement shipping box

using the Polestar Poly Bags 7777601.
Page 2 of 10
2021-12-20
Service Manager Bulletin 31-002P

Warranty and Technical Documents

These documents must be included inside the box with the defective module.

•

•

•

•
Technical Helpdesk Vehicle Report - (mandatory) see sample below.

Shipping Label affix to the outside of the replacement box. (mandatory)

Material Data Safety Sheets affix to the outside of the replacement crate. (mandatory)

Copy of the original Repair order-see sample below
NOTE: Failure to include the above documents may result in the package being returned at retailer

expense.

Package Example

PLEASE DO NOT COVER OR REMOVE ANY OF THE HAZMAT LABELS.
2021-12-20
Page 3 of 10
Service Manager Bulletin 31-002P

CUSTOMER #: 1234569
WARRANTY
POLESTAR USA RETAILER

ONE POLESTAR DRIVE

SERVICE PH: 201-768-7300 · 201-768-4556

www.polestar.com
HOME:

BUS:
COLOR
YEAR
PAGE 2
CONT:N/A

CELL:
SERVICE ADVISOR 56 John Wayne
MAKE/MODEL
VOID_BLACK 21 POLESTAR 2

DEL. DATE

PROD. DATE WARR. EXP.

T1153

IS

DD
LICENSE
LPSED3KA7ML012077
PROMISED
PO NO.
MILEAGE IN / OUT
3000/3099
RATE
PAYMENT
16:30 15JAN21

0.00 CASH

STK:E054916 ENG:BEV TRN:AUTO

OPTIONS:
READY
TAG
INV. DATE
26JAN21
ER
R.O. OPENED
VIN
BE
V
M
O
D
U
LE
R
EP
AI
R
O
R
D
07:26 15JAN21 13:40 26JAN21

LINE OPCODE TECH TYPE HOURS

LIST

NET

TOTAL

FOUND MESSAGE BECAME PRESENT FOR CHARGING SYSTEM FAILURE, ATTEMPTED TO

CHARGE IN "SAVE" MODE AND MESSAGE WAS DISPLAYED FOR CHARGING SYSTEM

FAILURE. FAULT TRACED PER CSC "YL". CHECKED DTCs AND FOUND BECM-P0DBF00

STORED. FAULT TRACED AND FOUND LIKELY CAUSE IS INTERNAL FAULT IN HV

BATTERY CELL "E". CONTACTED THD PER CASE RE #1234567. ASSISTED THD WITH

REMOTE DIAGNOSTICS, ATTEMPTED BECM RELOAD, BATTERY RESETS AND OTHER

DIAGNOSTICS TO RESTORE CELL BALANCING. ALL ATTEMPTS FAILED TO RESOLVE

CONCERN. PER THD, REPLACED HV BATTERY AND PERFORMED BECM RELOAD.

CLEARED DTCs AND TESTED CHARGING. CHARGING NOW FUNCTIONS BUT LEDs AT

CHARGING OUTLET DO NOT LIGHT OR GIVE ANY INDICATION. FAULT TRACED PER

CSC "YW". FAULT TRACED LED FAULT. DISCONNECTED MANUAL SERVICE

DISCONNECT AND REMOVED LF FENDER LINING TO EXPOSE CHARGING OUTLET.

INSPECTED OUTLET AND FOUND CONNECTOR HAS BEEN PULLED OUT OF LED PORTION

OF CHARGING OUTLET DUE TO ZIP TIE CAUSING TOO MUCH TENSION ON WIRING.

REMOVED ZIP TIE AND SECURED CONNECTOR. CHECKED WIRING TO BE SURE WIRING

DOES NOT HAVE EXCESSIVE MOVEMENT-OK. RESTORED HV MSD AND TESTED LEDs

AND FOUND ALL CHARGING INDICATIONS ARE FUNCTIONING PROPERLY. TEST DROVE

AND FOUND ALL FUNCTIONS ARE NOW OPERATIONAL.

****************************************************

YOUR COMPLETE SATISFACTION IS OUR GOAL. IF

FOR ANY REASON YOUR VISIT WAS NOT OUTSTANDING
TECH:
00000 ACTUAL HRS.:
WE APPRECIATE YOUR BUSINESS.
00.00
SOLD HRS.:
START

00:00

00:00

00:00

00:00
SA

M
DATE

01-15-16
PL

E
SALE-LBR: 0000.00 PTS: 0000.00 MSC:

COST-LBR: 000.00 PTS: 0000.00 MSC:
[
] CASH
[
] VISA
[
] AMER XPRESS
FINISH

00:00

00:00

00:00

00:00
DURATION

0.00

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TYPE

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TECH

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0.00 SUB:

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LINE(S)

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0.00 TOTAL 00000

0.00 TOTAL 00000
CHG
DESCRIPTION
[

[
] CHECK

] MASTER CARD
[
] OTHER
CK NO. [

[
] DISCOVER

[
] CHARGE
]
TOTALS
LABOR AMOUNT

PARTS AMOUNT

ADJUSTMENT

SUBLET AMOUNT

SUPPLIES/WASTE DISP.

TOTAL CHARGES

LESS INSURANCE

SALES TAX
PLEASE PAY

THIS AMOUNT
CUSTOMER SIGNATURE
Copyright 2000 ADP, Inc.
SERVICE INVOICE #2 XSI2C
Page 4 of 10
WARRANTY COPY
2021-12-20
Service Manager Bulletin 31-002P
2021-12-20
Page 5 of 10
Service Manager Bulletin 31-002P

UNIFORM STRAIGHT BILL OF LADING ORIGINAL---NOT NEGOTIABLE
SUBJECT TO THE TERMS AND CONDITIONS OF THE UNIFORM BILL OF LADING --- QUESTIONS? CALL 1.866.393.4585
Date
Purchase Order #

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