- Report: #1337347
Complaint Review: Polaris - Medina Minnesota
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Polaris
2100 Hwy 55 Medina, Minnesota, USA
Web:
polaris.com
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Polaris Lemon Medina Minnesota
I am writing this regarding an ongoing problem with a Polaris Ranger EV (all electric power) I purchased last year. This has been by far the most frustrating negative experience I have had not only with a product but with the customer service from any company I have ever dealt with.
I used the vehicle for the entire hunting season (9/15/15 thru 11/15/15) last year without incident and was generally pleased. The vehicles range between charges was 25 to 30 miles depending on the type of driving and terrain. I performed all service practices as explained by the dealer and your owner’s manual. The vehicle was stored in my garage over the winter. I used it occasionally (3-4 times per month) over the winter and summer that followed without incident. At the beginning of spring I again performed the suggested maintenance in your owners manual.
Just before the beginning of our hunting season here (9/15/16) I took the vehicle for a scouting run and it completely stopped operating without notice after approximately 3 to 4 miles and had to be picked up and taken to the local dealer. After 11 days at the dealer It was finally determined that 4 of the 8 batteries were defective and they were replaced.
Thus began the most frustrating experience I have ever experienced with any company I have ever dealt with. This machine has been picked up and taken to the dealer and serviced on three occasions at my expense and continues to not operate properly. Since the previously mentioned problem I cannot get more than 8-10 miles of range before the batteries completely die which renders it useless for it’s intended purpose. While this problem has persisted I have lost almost all of my hunting season.
I have spoken to several different people regarding this issue in Polaris customer service department. I have also spoken to a gentleman named Greg who is the head of technical support. All answers to my questions, concerns and frustrations have been answered with the stock phrases “You need to take it back to the dealer” and “we don’t do that”. Also, on the three occasions I have called into customer service, I have also sat on hold on the phone for well over an hour waiting for someone to talk to. I have repeatedly asked to speak to someone in authority and been told there is no one in charge who can either help me or listen to my complaints. We both know that is not an accurate statement. There is a head of customer service and I have not been given the chance to speak to him or her. It would appear that is a policy that speaks volumes as to a lack of both customer service and customer satisfaction.
The latest recommendation is to run the batteries through “20 cycles” to see if this improves their performance. I did not understand what this meant and the answer is to take it out and run it from fully charged to fully discharged!
I have a question?
On what planet does this seem to be a rational request to ask a customer to do? How would I (or anybody else) correctly gauge the distance to run the vehicle so that it was fully discharged upon arriving back home? Is he really suggesting I run it and hope I don’t need it towed back home? Another point that makes this a ridiculous suggestion is that it takes at least 8 hours of charging to bring it from discharged to a fully charged level. Even if I could (which I can’t) it would mean at least 20 days before we would know if this solves the issue.
At this point I am completely baffled as to:
1) The lack of customer service.
2) More importantly, the lack of concern as to how this has affected me and my situation.
3) The lack of expertise at Polaris and the dealer to solve this problem.
Given all the above the only conclusion I can come to is that this vehicle is the proverbial and complete lemon and Polaris is incapable of fixing it. I want either a new vehicle or my money back.
Steve
Harbor Springs, Michigan
2 Updates & Rebuttals
Dear Tyg
#2Author of original report
Fri, November 11, 2016
Sounds like you either work in Polaris Customer Service or an out of work attorney looking for a case--defamation? I have piles of documentation and they have acknowledged that this should not be happening. News flash for you--what is LEGAL vs. what is RIGHT is often 2 different things. The bottom line is it has been to the dealership on 4 occasions over a 2 month period for servicing of this issue and neither the dealer nor Polaris can fix the problem. In addition to what could be interperted as gross incompetence both Polaris customer service and technical reps refuse to let me talk to any of their superiors. This along with the ludicrous last suggestion I try is what prompts my posting of this issue.
Steve--Harbor Springs
Tyg
Pahrump,Nevada,
USA
Sounds like....
#3General Comment
Wed, November 09, 2016
Sounds like youre out of warrenty so they will not do anything for you!!!! Its NOT about "customer service" OR "customer satisfaction". Its about what THEY are allowed to do for YOU legally. SO while Im 100% sure YOU think THEY should bend over backwards to give you your way, the REALITY is that once your warrenty has expired they will DO NOTHING for YOU!! YOU are now stuck with that item so either get it fixed on YOUR dime or sell it. Either way all the internet postings and defamation YOU post is going to do nothing to help YOUR situation and ONLY place a nice fat bullseye on YOU for the defamation YOU have commited. YOU only present your side of the issue and YOU do not show ANY wrongdoing on THIER part. All YOU have presented is a COMPLAINT with ZERO evidence to back up your complaint.
