February 24, 2021 NHTSA CAMPAIGN NUMBER: 21V110000
High Voltage Disconnect May Cause Drive Power Loss
A disconnected high voltage system can cause a loss of drive power, increasing the risk of a crash.
NHTSA Campaign Number: 21V110
Manufacturer Polestar
Automotive USA, Inc.
Components ELECTRICAL SYSTEM
Summary
Polestar Automotive USA, Inc. (Polestar) is recalling certain 2021-2022 Polestar 2 vehicles. The Battery Energy Control Module (BECM) microprocessor may reset and cause the high voltage system to disconnect.
Remedy
Polestar will notify owners, and the software will be updated by a dealer, or through an over-the-air (OTA) update, free of charge. Owner notification letters were mailed April 23, 2021. Owners may contact Polestar customer service at 1-800-806-2504. Polestar’s number for this recall is R10079.
Notes
Owners may also contact the National Highway Traffic Safety Administration Vehicle Safety Hotline at 1-888-327-4236 (TTY 1-800-424-9153), or go to www.safercar.gov.
Polestar
VIN: vmxxxxxx
Dear
Polestar Performance AB has decided that a defect which relates to motor vehicle safety exists on certain 2021 Polestar 2 vehicles due to a micro-processor reset in the Battery Energy Control Module (BECM).
Polestar has identified that there is a risk of a micro-processor reset in the Battery Energy Control Module (BECM) which unintentionally may cause the High Voltage contactors to disconnect during driving. If this happens there could be a sudden loss of power to the wheels.
This important software update for your Polestar 2 is ready. It will be released as an Over-TheAir (OTA) update which we are now rolling out incrementally in batches and you will soon receive the new software directly in your car. It may take up to two weeks before you receive the notification in the car.
The latest update, first and foremost, addresses Recall RI 0079 which means you should please download the update as soon as possible. Of course, if you prefer to visit a Polestar Service Point or have issues with the installation, your nearest service point will be able to apply the update for you. You should quote the Recall RI 0079.
Please note that you will also receive a “recall notice” in the mail or by email.
With this update we are also addressing a few improvements to your car that will improve your experience. Refer to the release notes below for a full list of the upgrades.
Kind regards,
Polestar
The update process is as follows:
Download: while using the car
- The software package will download automatically in the background whenever you are driving the car. The package is quite large and may take some time — up to two hours in total. There is no cost involved. If you stop driving before the download is complete, it will automatically resume the next time you drive.
Installation: while not using the car
- Once the download is complete, your car will notify you that the installation is ready the next time you start the car and provide full instructions on what to do. A minimum charge level of 40% is required in order to run the installation.
- You will have the option to start the installation immediately, or later, which will dismiss the notification. You will find it again by swiping down from the top of the screen to access notifications.
- The installation will take approximately 90 minutes and you will not be able to use the car during the update.
- You should not charge the car during this specific installation.
- A successful installation will result in a success message shown on your centre display.
- If for any reason the installation is not successful, the car will report the reason. If necessary, please contact Polestar Support for advice. If you are not able to retry installation right away, simply dismiss the notification and you will be able to drive as normal. You will be able to retry the installation at another time by accessing the notification tray by swiping down from the top of the screen.
Release notes for software update: P2108.3
- Recall R10079
- Android 10 (Q)
- Admin privileges for vehicle profiles: Allows profile owner to do factory reset
- Harman Kardon premium audio: Enhanced surround sound
- Radio: FM/DAB linking for seamless listening experience (NOTE: radio favorites will be erased and need to be reprogrammed) Climate timers: stability improvements
- 360 camera: Quality and stability improvements
- Bluetooth: Phone favourite contacts now sync with the car; general quality and stability improvements
- Owner’s manual: Quality improvements
- Connected Safety: Cloud-based safety information shared between Polestar and Volvo vehicles that helps improve driving safety by warning other drivers of potential hazards
- Range improvements
- DC charging: Incremental speed improvements
- AC charging: Stability improvements
Your continued satisfaction with your Polestar 2 is of highest importance to us.
If you no longer own the vehicle, please help us to update our records by contacting Polestar Support.
To learn more about Polestar safety recall, visit us at: https://www.polestar.com/us/recallinformation/
Questions?
Take a look at our Support site for frequently asked questions or contact Polestar Support.
Support site
Contact Polestar Support
STEVE DEGRAZIO – HEAD OF CUSTOMER SERVICE, NORTH AMERICA
February 24, 2021
Subject: Recall R10079
TO: All U.S. and Canadian Service Points
NEW VEHICLES IN RETAILER INVENTORY
It is a violation of federal law for a retailer to deliver any new Polestar that is eligible for a recall. Service Points are advised to check all vehicles in inventory for recall eligibility and repair immediately. Violation of this requirement by a Service Point could result in a civil penalty of up to $21,000 per vehicle.
Correct all vehicles in your new vehicle inventory before delivery.
USED VEHICLES IN INVENTORY
Polestar is ordering the stop-delivery of affected vehicles in auction and inventory until the recalled item can be repaired.
Stopping the delivery of affected used vehicles until the recall is complete is consistent with Polestar commitment to safety. Additionally, while Federal law does not prohibit the sale of used vehicles with open recalls, the sale of such cars could violate certain state laws and create liability on behalf of the service point.
What does this mean for customers?
Customers will not be able to take delivery of affected vehicles until the recall has been completed.
When will this be resolved?
Polestar on behalf of Polestar Performance AB, have decided to launch Recall R10079 on certain model year 2021 Polestar 2 vehicles.
Polestar has identified that there is a risk of a micro-processor reset in the Battery Energy Control Module (BECM) which may cause the High Voltage contactors to open during driving. During driving, without any initial warning, there may be a risk that the high voltage system becomes unintentionally disconnected.
Worst case scenario is loss of propulsion during driving leading to increased risk of crash and injury. Full steering and brake capability remain.
The corrective action is to perform a Software Upgrade. The corrective action is to perform a Software Upgrade. Either an authorized Polestar Service Point or an over-the-air (“OTA”) update will update the software.
Vehicle eligibility must be confirmed:
- Vehicle Inquiry – Warranty Vehicle Inquiry where the message “Recall R10079 Polestar 2 Software Update” will appear for eligible vehicles, F4+History from the main Inquiry menu must be selected to confirm Recall R10079 has not been completed. Eligibility can also be confirmed in TIE.
- Recall R10079 eligible vehicles not yet delivered to end customers must be corrected prior to delivery.
All vehicles must be checked for any incomplete recalls or service campaigns or service upgrades. All open Recall, Service Campaigns or Service Action repairs must be completed.
OWNER NOTIFICATION
An owner notification letter will be sent out that will notify the owner of this recall instructing them to contact their Polestar Service Point and request an appointment to have this repair completed, if they choose not to accept the over-the-air download.
PORT VEHICLES
NOT all eligible vehicles arriving from the ports will have this recall completed. Vehicle eligibility must be confirmed.
PARTS / PARTS RETURN
Please refer to Parts Bulletin R10079 which will be released shortly. No parts are required to be returned for this recall.
CLAIM SUBMISSION
A Quality Bulletin will be released shortly. Please refer to the claim submission information in the Quality Bulletin.
SERVICE POINT RESPONSIBILITIES
Service Point must perform this recall campaign on eligible vehicles regardless of miles/kilometers or vehicle age. All work performed under this recall is free of charge to the owner. As the safety of our customers is our utmost priority, we are taking full responsibility to ensure the highest quality and safety standards for our cars.
If you have questions about this recall or any other field service action, please contact me or any member of Customer.
Your cooperation in completing this important recall is greatly appreciated.
Best regards,
Steve DeGrazio
Head of Customer Service, North America
201-981-7066
Steve.degrazio@polestar.com
Polestar | Service and Parts Business | ||
| Parts Bulletin | |||
| TITLE:
Recall R10079 Polestar | |||
| GROUP:
30 | NO: R10079 | CAR MARKET: United States and Canada | |
| REVISIONS: | ISSUE DATE: 2021-03-01 | STATUS DATE:
2021-03-01 | |
| Page 1 of 1 | |||
Reference Bulletins: QB R10079
Polestar on behalf of Polestar Performance AB, have decided to launch Recall R10079 on certain model year 2021 Polestar 2 vehicles.
Polestar has identified that there is a risk of a micro-processor reset in the Battery Energy Control Module (BECM) which may cause the High Voltage contactors to open during driving. During driving, without any initial warning, there may be a risk that the high voltage system becomes unintentionally disconnected.
Worst case scenario is loss of propulsion during driving leading to increased risk of crash and injury. Full steering and brake capability remain.
The corrective action is to perform a Software Upgrade. Either an authorized Polestar Service Point or an over-the-air (“OTA”) download can be installed with the software update.
The following part numbers apply:
| Part Number | Description | Qty |
| 32292674 | Software downloading according to QB R10079 | 1 |
Polestar | Service and Parts Business | |||
| Quality Bulletin | ||||
| TITLE:
Recall R10079: Polestar | ||||
| GROUP:
30 | NO:
R10079 | ISSUING DEPARTMENT:
Product, Safety and Compliance | CAR MARKET:
United States and Canada | |
| REVISIONS: | ISSUE DATE:
2021-03-01 | STATUS DATE:
2021-03-01 | ||
| Page 1 of 3 | ||||
BULLETIN REFERENCE
A. RECALL R10079 DESCRIPTION
B. VEHICLES INVOLVED
C. PORT VEHICLES
D. PARTS INFORMATION/PARTS RETURN
E. OWNER NOTIFICATION
F. VEHICLES IN INVENTORY
G. SERVICE POINT RESPONSIBILITY
H. TECHNICIAN COMPETENCY REQUIREMENT
I. REIMBURSEMENT PROCEDURES & ALLOWANCE
A. RECALL R10079 DESCRIPTION
Polestar on behalf of Polestar Performance AB, have decided to launch Recall R10079 on certain model year 2021 Polestar 2 vehicles.
Polestar has identified that there is a risk of a micro-processor reset in the Battery Energy Control Module (BECM) which may cause the High Voltage contactors to open during driving. During driving, without any initial warning, there may be a risk that the high voltage system becomes unintentionally disconnected.
Worst case scenario is loss of propulsion during driving leading to increased risk of crash and injury. Full steering and brake capability remain.
The corrective action is to perform a Software Upgrade. Either an authorized Polestar Service Point or an over-the-air (“OTA”) download can be installed with the software update.
WHAT SHOULD YOUR CUSTOMERS DO NOW?
We have no reports of incidents related to the issue, however we encourage customers to contact their Service Point and have this repair completed as soon as possible. Or, accept the OTA update as instructed when prompted to do so.
B. VEHICLES INVOLVED
NOTE: SERVICE POINT MUST CONFIRM VEHICLE ELIGIBILITY PRIOR TO BEGINNING THE REPAIR FOR THIS RECALL.
Vehicle eligibility must be confirmed:
- Vehicle Inquiry – Warranty Vehicle Inquiry where the message “Recall R10079 Polestar 2 Software Upgrade” will appear for eligible vehicles, F4=History from the main Inquiry menu must be selected to confirm Recall R10079 has not been completed. Eligibility can also be confirmed in TIE.
All vehicles must be checked for any incomplete recalls or service campaigns or service upgrades. All open Recall, Service Campaign or Service Action repairs must be completed.
C. PORT VEHICLES
NOT all eligible vehicles arriving from the ports will have this recall completed. Vehicle eligibility must be confirmed as outlined in Step B. above.
D. PARTS / PARTS RETURN
Please refer to Parts Bulletin R10079. No parts to be returned required for this recall.
E. OWNER NOTIFICATION
An owner notification letter will be sent out that will notify the owner of this recall instructing them to contact their Polestar Service Point and request an appointment to have this repair completed, if they choose not to accept the over-the-air download.
F. VEHICLES IN INVENTORY
New Vehicles in Inventory
It is a violation of federal law for a service point to deliver any new Polestar that is eligible for a recall. Service Points are advised to check all vehicles in inventory for recall eligibility and repair immediately. Violation of this requirement by a service point could result in a civil penalty of up to $21,000 per vehicle. Correct all vehicles in your new vehicle inventory before delivery.
Used Vehicles in Inventory
Polestar is ordering the stop-delivery of affected vehicles in auction and dealer inventory until the recalled item can be repaired. Stopping the delivery of affected used vehicles until the recall is complete is consistent with our commitment to safety. Additionally, while Federal law does not prohibit the sale of used vehicles with open recalls, the sale of such cars could violate certain state laws and create liability on behalf of the Service Point.
What does this mean for customers?
Customers will not be able to take delivery of affected vehicles until the recall has been completed.
G. SERVICE POINT RESPONSIBILITY
All vehicles qualifying for this recall must be repaired prior to a customer taking possession of the vehicle.
H. TECHNICIAN COMPETENCY REQUIREMENT
The technician competency requirement for this campaign repair is: Level 2 – Certified Tech.
I. REIMBURSEMENT PROCEDURES & ALLOWNACE
Recall R10079 claims should be submitted using the LONG FORM application only.
| Claim Type: | R10079 |
| Cause Code: | 02 |
| CSC Code: | XW |
| Main OP: | 97751-2 |
| Failed Part No: | 32292674 |
| Operation Number | Repair Description | Qty | Models | Labor Time |
| 97751-2 | Software downloading according to QB R10079 | 1 | Polestar 2 | 0.7 |
Labor times provided are current at the time of release and are subject to change: Claims will be paid at the time in effect on the repair date.
NHTSA RECALL 21V-110
April 23, 2021
IMPORTANT SAFETY RECALL
THIS NOTICE APPLIES TO YOUR VEHICLE, VIN: LPSED3KA6ML666666
Dear Polestar Owner,
This notice is sent to you in accordance with the requirements of the National Traffic and Motor Vehicle Safety Act.
Polestar Performance AB has decided that a defect which relates to motor vehicle safety exists on certain model year 2021 Polestar 2 vehicles.
The reason for Recall R10079:
Polestar Performance AB investigations has identified that there is a risk of a software problem that could cause the Battery Energy Control Module (BECM) to reset. This can cause the High Voltage system to disconnect while driving. If this happens, there could be a sudden loss of power to the wheels. Full steering and brake capability remain.
A loss of power to the wheels could increase the risk of a crash or serious injury.
What should you do now?
The corrective action is to take your vehicle to an authorized Polestar Service Point or an over-the-air “OTA” download will update the software at no cost to you. (You may have already downloaded and installed the newest software. If that is the case, you do not need to take further action. If you are unsure if your vehicle has received and installed the software download, you may contact Polestar Customer Support.)
This procedure will be completed at no cost and can take up to one hour to complete, however due to service scheduling your Polestar Service Point may require your vehicle for a longer period.
If you no longer own the vehicle described in this letter, please help us to update our records by sending us the updated owner information. Please refer to our contact information in this letter.
Please contact:
If you have any questions, please contact Polestar Customer Support:
777 MacArthur Blvd.
Mahwah, NJ 07430
Or by phone at 1-800-806-2504, Monday – Friday, 9:00 am to 8:00 pm. You may also contact us by going to https://www.polestar.com/us/contact .
We have advised the National Highway Traffic Safety Administration (NHTSA) that we are conducting this recall. If you are unable to have this procedure performed without charge, and within a reasonable period of time you may contact the NHTSA Administrator at:
National Highway Traffic Safety Administration
1200 New Jersey Avenue, SE.
Washington, DC 20590
Or you can call the toll-free Vehicle Safety Hotline at 1-800-327-4236 (TTY: 1-800-424-9153). You may also go to their website, https://www.safercar.gov.
Federal law requires that any vehicle lessor receiving this recall notice must forward a copy of this notice to the lessee within ten days.
To learn more about Polestar safety recalls, visit us at: https://www.polestar.com/us/recall-information/
Thank you for being a member of the Polestar family. We hope you will appreciate our efforts to continually provide you with updated information of importance to your safety and the quality of your Polestar 2 vehicle.
Sincerely,
Steve DeGrazio
Head of Customer Service, North America
201-981-7066
Steve.degrazio@polestar.com
2 Affected Products
Vehicle
13 Associated Documents
ISSUED Owner Notification Letter(Part 577)
RCONL-21V110-9463.pdf 79.832KB
Remedy Instructions and TSB
RCRIT-21V110-0016.pdf 74.228KB
Remedy Instructions and TSB
RCRIT-21V110-1970.pdf 52.329KB
Defect Notice 573 Report
RCLRPT-21V110-7304.PDF 215.491KB
Recall Acknowledgement
RCAK-21V110-8683.pdf 738.635KB
Manufacturer Notices(to Dealers,etc) – February 24, 2021 Subject: Recall R10079
Polestar Customer Preliminary Info
RIONL-21V110-1067.pdf 789.741KB
Recall 573 Report-Amendment
RCLRPT-21V110-3261.PDF 215.502KB
Recall Quarterly Report #1, 2021-2
RCLQRT-21V110-8804.PDF 211.154KB
Recall 573 Report–Amendment
RCLRPT-21V110-6783.PDF 215.395KB
Recall 573 Report-Amendment
RCLRPT-21V110-3871.PDF 215.396KB
Recall Quarterly Report #3, 2021-4
RCLQRT-21V110-2933.PDF 211.346KB
Recall Quarterly Report #2, 2021-3
RCLQRT-21V110-1969.PDF 211.255KB
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This product presentation was made with AAWP plugin.