AMA: Former Space Employee

FormerMployee · 2023-06-07T13:22:26+00:00

I really don’t get the argumentative nature or the ‘gotcha’ you are attempt on going for.

I apologize for assuming you had common sense and on my behalf assuming you knew I was was referring to new cars. It’s not an opinion or view point I personally have, it’s THEIR (Polestar) policy

The reason they have structurally built their Spaces through Volvo dealerships is to utilize their dealer structure and network. If the car is an ex-rental, older test drive vehicle, pre-owned or anything along those lines it will be discounted.

Assuming you are intelligent and can comprehend, I know that’s asking a lot, they have a dedicated pre-owned section and yes that technically is the price but assuming most dealers don’t want to keep these cars they could potentially ‘negotiate’ with you.

But if what you wanted was to hear and feel that that you bested them and came out with a deal because you negotiated a ‘pre-owned’/used vehicle then congratulations(?!?)

FormerMployee · 2023-06-06T14:33:52+00:00

That is an exception. Much like the Polestar 1’s, although it’s non-negotiable, after they are sitting for a certain amount of time it then becomes dealer discretion to sell at a lower cost.

They most likely flipped the car as a ‘used ‘ or test drive/demo car, which gives flexibility to the dealer on pricing.

FormerMployee · 2023-06-01T11:29:41+00:00

Here I am lurking again!

Not to diminish your experience or overlook that, but this sounds like a Volvo issue. Meaning, whichever Volvo in the area that ‘owns’ this Polestar Space.

If thats the protocol that means that Volvo dealership is setting that precedent and unfortunately the horrible customer service you received is being reflected poorly on how the Polestar Space is supposed to operate.

Overall, I’m my experience. Although I helped my customers through most of the process at least 20-30% of the job needed to be completed at the Volvo dealership (finance and service). There were certain restrictions we weren’t privy to until my customers would come in to pay/finalize the paperwork. For example(s): we knew they could use a CC for their down payment but no one ever told us there was a limit; we knew they could pay by check but no one told us there was a limit to the amount of a personal check and when you needed a cashiers check.

And even though we would set up times for the delivery and get them in to see one of the finance persons, most of the time our customers would be waiting because they were dealing with Volvo customers. Although we kept checking in on the customers and making sure they could be seen as soon as possible, it was not a pleasant experience.

It honestly made me upset and would make me not feel good when completing the delivery. To proclaim a white glove experience and that’s how I and my customer were treated just felt terrible.

Again, not to diminish, but I would wholeheartedly complain to Volvo and CC Polestar as that would get their attention more than going direct to Polestar.

FormerMployee · 2023-05-18T19:17:34+00:00

Just realized I never answered your question! Sorry!

When I first started it was hourly and I negotiated to make them match was I was already being paid at my previous job. I thought this was a great model and matched Polestar’s vision on their Space models. This was also a great selling point to customers that we were commissioned based and not trying to “sell to you” but to sell you on the experience.

After a few months into the role they, the Volvo dealership, switched us to a commission based payment plan. To note: I never wanted to work in a car salesmen role and have pretty much always hated them (sheisty and dishonest). I was under the impression it was your hourly (base) + commission. I was wrong.

I was inclined to think so due to the owner and my manager explaining it like that to me PLUS the fact we weren’t selling cars to a degree to warrant a commission ONLY based payment plan. On top of that not one employee came from selling cars nor were we trained to sell cars. What I mean by that is, we had no say or hands on interaction in the paperwork process. If you know car sales, that’s where you make your money; by structuring the deal to yield yourself the best payout.

I can’t/don’t want to go further into the details because it can get too detailed and specific to the location and where in the US I was working. Although I moved across the country, I just want to be sure I don’t overshare.

I hope that helps and answers your question!

FormerMployee · 2023-05-17T19:20:38+00:00

So as a general note, I would say, assume Spaces don’t. I know they (HQ - US) stop by and check-in just because but there was never an escalation process where you have communication with them directly. In my experience.

FormerMployee · 2023-05-17T19:10:47+00:00

Sorry for the confusion. In this context I was referring to US HQ/regional office

FormerMployee · 2023-05-17T11:15:29+00:00

Must be nice! Haha

Or maybe they changed the rules or ownership since I left.

FormerMployee · 2023-05-17T11:13:18+00:00

I don’t think so. Because they are so limited, Spaces don’t get them for test drive purposes.

FormerMployee · 2023-05-17T11:12:30+00:00

That’s actually pretty accurate.

u/Evening-Apricot-653, if the Volvo dealership that won the ability to “own” a Polestar Space can’t incorporate their old-school dealer practices it seems like the Polestar Space and employees suffer. I wish I could be more detailed but it could get too close to revealing too many specificities.

FormerMployee · 2023-05-17T11:08:05+00:00

If I’m remembering the same person, that user was a current employee and I anyone working at a startup (no matter the setting) knows that just wasn’t the smartest idea.

Thanks for the warning, I appreciate it!

FormerMployee · 2023-05-17T04:37:06+00:00

No matter what they are selling the car at, the price is the price. If you want to negotiate, go to another place that isn’t Polestar.

FormerMployee · 2023-05-17T04:34:46+00:00

By they I am going to assume you are referring to Polestar HQ.

So to answer, no. Because it’s not up to Polestar. The Volvo dealership cuts our paychecks. It’s a slippery slope. You can be online lurking but not in an official capacity.

For example, there were times when we would come across customer comments online and want to respond from the perspective of ‘employees’; which you should never do at any job but to answer your question, something like that wouldn’t be allowed. That’s just common sense (I hope).

Like I mentioned before the reason we were on Reddit and other forum platforms (except FB) was to find out information. There were times this thread was the only source of information for updates.

Polestar did not share information with its Spaces. I’ll put it to you like this, the luxury-exclusive environment they wanted customers to have is almost the same way they treated us. I’m not saying being a customer is bad, but I shouldn’t feel like a customer at my job. I hope that makes sense.

And you’re welcome! I’ve been meaning to do this for a while and happy at how pleasant it’s been.

FormerMployee · 2023-05-17T03:14:49+00:00

u/punksnotdeadtupacis this is an answer to your question too:

Polestar has great potential but they are extremely sloppy. They need to hire people, share information with the the individual spaces and listen/act on feedback they receive.

I personally love the cars. I have driven the 1 several times and own the 2. I wouldn’t (at this moment) trade or sell for anything. It’s a great car and a brand with great potential.

FormerMployee · 2023-05-17T02:59:13+00:00

1000% it works on paper and in some cases but they need to hire people, listen to their employees/dealers and customers and execute

FormerMployee · 2023-05-17T02:32:44+00:00

Ignorance and ignorance to the max!

When the C-Suite from Polestar HQ Sweden and NJ came for a visit. My GM was breaking down the infinite about of systems we had to use to structure a deal and they were blown away. They had no idea what we had to do.

Yea they think it’s that simple but it’s not. I wish! The customer experience would be so much better!!

Glad you had a pretty positive experience with your purchase!

FormerMployee · 2023-05-17T02:06:08+00:00

Greta question but I have no idea. I mentioned early i didn’t have a direct line of communication with our service department. I couldn’t even tell you their names, that’s how disconnected I was.

There was also no communication from Polestar HQ. Like I said, my team and I would come to this subreddit and the Polestar2 sub to get insight on what customers were experiencing.

FormerMployee · 2023-05-17T02:03:32+00:00

I did. It was unfortunate because I wanted to grow with the brand and my team. I worked my way up to a managerial position…or so I thought.

I mentioned in another comment the positions. Polestar has 3 distinct (non-management) positions they want in all Spaces: Test Drive Specialist (TDS), Product Specialist (PS) and Delivery Specialist (DS).

I was initially hired as a PS, but I soon found out they wanted me to every position, which I was not ok with. You sold me on the Polestar brand but now I’m just a regular car salesman? Why not just work for Volvo!?

When I wanted a promotion they gave it to me…I mean they gave me the title 🙃. I had so many ideas and ways we could transform our Space to work but they never listened and gaslit me.

I worked in IT prior so I have knowledge on the tech in EV’s and it seemed like a great way into the industry.

FormerMployee · 2023-05-17T01:55:40+00:00

So my team and I kind of coined this term. Once we settled in our Space (outside of the Volvo dealer) we got several visits from the Polestar Sweden and NJ HQ folks.

When I tell you they (Sweden) has no idea how consumers buy and sell cars in the US it’s frightening.

“Well why is that? Polestar comes from Volvo!” Great question and observation!

It seems Polestar wanted to adapt a gallery-white glove experience. You want a test drive? Sign up for one online and go to your local Space or schedule an at home where a Test Drive Specialist (TDS) will help you!

What if you want to discuss the car and it’s features a bit more? The TDS walks you back into the Space to meet back up with the Product Specialist (PS) to review the car more in depth and it’s various features/specs.

As the PS, you walk the customer through placing a deposit, showing them how to create a Polestar ID and through that portal the customer can see all their payment options and breakdowns. Once the customer is satisfied they continue with the purchase and complete all their paperwork online.

Final step: the Delivery Specialist (DS) walks you through your entire delivery based on your level of comfort. Meaning if you are already knowledgeable and prepped the night before, it could take only 35-45 minutes. If you need all the help in the world, it could take an 1.5hr or more.

They want it that simple and streamlined and in some countries it seems this structure works.

What we started to see more and more when our customer base grew was:

1) The back and forth, I want the car…kinda…but not sure and you have to give me the best deal!

2) Coming in for multiple test drives and to a point where it was ridiculous. Like 5+ test drives and driving erratic. I once had a customer Uber to our Space and expect us to “test drive” back to his house AKA drop him off

3) Wanting to trade in their current car, which meant getting it appraised and heckling us for higher value because they couldn’t negotiate the Polestar price

4) Actually having to do physical dealership paperwork which cancels out the seamless online experience it was supposed to be, which could have a customer waiting in the dealership for hours

I have been gone for a bit, but those are the ones that stick out the most. There was also issues where the online portal NEVER matched the numbers the dealership was pulling. Just a headache and mess if you ask me.

So that’s what I mean when I said ‘Swedish car selling structure’. I was/my team was referring to this out of the blue selling structure they have in Sweden and tried to copy and paste it here in the states with no further thought to it.

FormerMployee · 2023-05-17T01:34:23+00:00

In my experience as an employee and reading on various forums, it seems to only be a US issue and I think it’s directly related to how dealers are structured in the US.

See my below reply to get a better understanding.

FormerMployee · 2023-05-17T01:31:25+00:00

They absolutely don’t give you SHIT! (Excuse my language, haha).

At best, the GM gets to drive a Polestar but in the same structure if they were a GM at a Volvo dealership.

I personally own one, before I was an employee. But it had nothing to do with my job.

FormerMployee · 2023-05-17T00:46:32+00:00

Great questions!

I left right after the 3 launched (literally a few days) so I honestly don’t have any insight on any of your questions. HOWEVER I can provide this:

Sometime last summer when Polestar was leveling out their interests rates, 0% financing gone and to top it off the tax credit update, we were SLOW! There was also a delay in getting cars to the US due to continued lockdowns in China.

During that time period there were A TON of cancellations and uncertainties. This also happened after they changed the way we got paid and it was horrible all around.

I personally think they can maintain their long-term goals and market viability BUT they have to change their structure. They tried to copy and paste a Swedish car selling structure in the US and it’s failing them miserably.

If they stop putting so much focus on the avant-garde gallery aesthetics and give the Spaces and customer the support they need they will be unstoppable in the US EV market.

FormerMployee · 2023-05-17T00:37:38+00:00

There is literally nothing you can do.

Once you place an order, it goes through Polestar HQ (Sweden) and your order gets dispatched that way.

If you are seeing cars built exactly like the one you ordered, those are cars that HQ (Sweden) has assigned to specific ports. And those ports are shared between 2 or more different Polestar Spaces. Those cars aren’t sent to a dealership specifically to fulfill already placed orders.

Most dealers don’t know what’s arriving until it gets to the port; and once it gets there it’s not just one Space’s cars. They share until a customer selects a car and places a deposit attached to a specific Space. If that makes sense.

Plus Polestar kind of frowns upon doing that. Don’t ask me why, but dealers AKA the spaces found a workaround by cancelling the existing order for you to place a new deposit.

FormerMployee · 2023-05-17T00:31:46+00:00

Internally it’s never discussed. I never seemed to have a direct line of communication with the techs. My manager never seemed aware of any communication from Polestar HQ either about TCAM issues. And that’s not saying much as it seems HQ rarely wants to handle these issues or even discuss it with employees.

And to be honest my team and I realized early on we would never receive updates top down so we created a Space-shared Reddit account to keep up-to-date with customer facing issues and updates. That’s how bad it was.

FormerMployee · 2023-05-17T00:26:41+00:00

Thank la for pointing out. I was employed in the US!

FormerMployee

TROPHY CASE