I received the following in an email from Nedim Pajevic, whose title is "Global Consumer Affairs," whatever that means, on May 7, 2012 with regard to my Fisker:
·"This vehicle is on the affected list of VINs that requires a replacement HV (high-voltage) pack. The HV (high-voltage) pack replacement is not a safety issue and the timing of this replacement will be based on our schedule after we build up inventory for North America based retailers."
In response to my follow up, Mr. Pajevic wrote:
"A123 has stated that the replacement of all customer’s lithium-ion battery packs could take as long as the end of the 3rd quarter to be completed by as well."
On August 28, in response to my follow up, Mr. Pajevic wrote:
"I would imagine towards the end of next month there is a possibility of having yours replaced."
Then the BS began.
On October 20, after I had not received a follow up to my email after a full week, Mr. Pajevic wrote:
"My apologies for not being able to respond sooner to your latest email as I have been ill and out of the office the last couple of days.
A123 stated earlier this year that they would be looking to start the voluntary exchange program by the end of the 3rd quarter. With that said, to my knowledge, A123 has not officially begun the voluntary exchange as of yet.
At this point in time, lithium ion battery replacements are executed only when a HV failure has been detected and our TSS team has determined the DTC (diagnostic trouble codes) are ones that are related to needing that replacement completed immediately. Typically, a HV battery failure is displayed in the instrumentation table with a red battery symbol (double aa style) that has a lightning bolt going through it.
I would first suggest to have Fisker Santa Monica double check your battery packs serial numbers. Once we have the serial numbers, we will know for sure if your battery is on the A123 list since the information I provided to you last in regards to being on this list, was solely based on your vin number instead of the actual battery packs serial number.
After that, we can also check your battery levels as well to make sure there aren't any discrepancies with the numbers and overall data.
One last suggestion is that Fisker Automotive recommends every 3-4 weeks leaving your vehicle plugged in if possible for longer than a 24 hour period so as to stabilize the battery cell levels; comprised of 52 individual packs.
Please let me know if I could be of any further assistance. I am passionate in helping you find a resolution to your battery issue as it is the focal point of the innovative technology behind the Karma's powertrain."
I responded:
Hi Nedim, I hope you have recovered from your illness and that the following does not give you a relapse. You wrote” A123 stated earlier this year that they would be looking to start the voluntary exchange program by the end of the 3rd quarter. With that said, to my knowledge, A123 has not officially begun the voluntary exchange as of yet. More than 5 months ago, your email informed me the exchange was “required.” It is not voluntary. It doesn’t have to be officially begun. A123 is in bankruptcy. This is on Fisker. You wrote, ”lithium ion battery replacements are executed only when a HV failure has been detected and our TSS team has determined the DTC (diagnostic trouble codes) are ones that are related to needing that replacement completed immediately. Typically, a HV battery failure is displayed in the instrumentation table with a red battery symbol (double aa style) that has a lightning bolt going through it. “ So it is only after I have a failure on a part that is required to be replaced that I can get a replacement? You wrote, “I would first suggest to have Fisker Santa Monica double check your battery packs serial numbers. Once we have the serial numbers, we will know for sure if your battery is on the A123 list since the information I provided to you last in regards to being on this list, was solely based on your vin number.” More than 5 months ago, Your email informed me the exchange was “required.” NOW you are asking about battery serial numbers? My vehicle has been in the shop three times since our first email exchange. Was this checked? Was I notified?"
Mr. Pajevic responded:
"The statement I made earlier was in fact true. The exchange or a possible future rework or modification of the battery would be required to be done since A123 believes that these batteries could eventually lead to what a customer might experience, a HV battery failure. With that said, A123 officially stated this is going to be a “voluntary replacement program” since it would not be demanded of any customer to bring in their vehicle for the replacement, such as NHTSA backed safety recall. Instead, they would rather have those customers “voluntarily” bring their vehicles in at the appropriate time once enough stock has been built up to be able to do so. This goal was initial set forth as being by the end of the 3rd quarter. In addition to currently being limited with our lithium ion battery supply, A123 is the FINAL decision maker on whether the battery will be replaced upon a HV failure once our TSS team has provided all of the necessary DTCs and data associated with it. Lastly, a few months back we realized that the VIN#s we were confirming are the ones that should be on the A123 list might not be completely accurate. The reason for this is because when we had our initial battery recall in 2011, battery packs were taken out of vehicles on a regular basis and as a result, initially battery serial numbers may no longer match its original VIN#. This is why I recommend upon your next retailer visit, to simply ask of them to check your HV battery serial number. This task can be executed within 10 minutes. Please let me know if you need any further clarification on the matters discussed.
Please note his statement that "A123 is the FINAL decision maker on whether the battery will be replaced..."
After I objected to this very silly statement, in his next email Mr. Pajevic restated that "A123 is the final decision maker."
My vehicle went in the shop. The battery was replaced.
Mr. Pajevic then emailed with regard to the replacement of my battery under warranty:
"To sum it all up, the final decision was made by our Field Service Representative of the Western Region, in consultation with the A123 Engineering Team and our internal Technical Support Staff (TSS)."
I followed up with Mike Bancroft, the Field Service Tech who made the decision to replace the battery and he emailed me:
"The decision to replace you battery did not involve A123 as it was taken after they filed chapter 11."
I have just sent the following email to Tony Posawatz and Henrik Fisker:
When a senior member of management makes fatuous and untrue statements in writing, such as Nedim Pajevic has made to me, to wit, “A123 is the FINAL decision maker on whether the battery will be replaced upon a HV failure once our TSS team has provided all of the necessary DTCs and data associated with it” it only serves to insult your customers’ intelligence and make them angry. If such situations were handled forthrightly and honestly it would reinforce customer satisfaction, rather than the opposite.
Nedim Pajevic wrote “With regard to the replacement of my battery under warranty:
"To sum it all up, the final decision was made by our Field Service Representative of the Western Region, in consultation with the A123 Engineering Team and our internal Technical Support Staff (TSS)."
Mike Bancroft has written me that “The decision to replace you (sic) battery did not involve A123 as it was taken after they filed chapter 11.” Mike also wrote “Because of your previous concern, then (sic) I (emphasis added) made the decision to replace the pack.”
In my opinion, Nedim Pajevic is in the wrong segment of the auto industry as such blatant falsehoods are more in the realm of used car salesmen than a serious automotive startup. I would not have someone who spouts such nonsense working for me, nor should you."
Since the battery replacement, I have averaged about 2 miles more per charge. Curiously, I have seen the test results on my original battery. While it fully charged, its "SOH" or state of health was only 69%, so it was replaced. Something in that just doesn't make sense. How can the battery fully charge but only be 69% healthy?
One more note. I was told that in emails relating to my battery replacement, one person stated something to the effect of "I guess we have to bite the bullet on this one." Not reassuring.
T
·"This vehicle is on the affected list of VINs that requires a replacement HV (high-voltage) pack. The HV (high-voltage) pack replacement is not a safety issue and the timing of this replacement will be based on our schedule after we build up inventory for North America based retailers."
In response to my follow up, Mr. Pajevic wrote:
"A123 has stated that the replacement of all customer’s lithium-ion battery packs could take as long as the end of the 3rd quarter to be completed by as well."
On August 28, in response to my follow up, Mr. Pajevic wrote:
"I would imagine towards the end of next month there is a possibility of having yours replaced."
Then the BS began.
On October 20, after I had not received a follow up to my email after a full week, Mr. Pajevic wrote:
"My apologies for not being able to respond sooner to your latest email as I have been ill and out of the office the last couple of days.
A123 stated earlier this year that they would be looking to start the voluntary exchange program by the end of the 3rd quarter. With that said, to my knowledge, A123 has not officially begun the voluntary exchange as of yet.
At this point in time, lithium ion battery replacements are executed only when a HV failure has been detected and our TSS team has determined the DTC (diagnostic trouble codes) are ones that are related to needing that replacement completed immediately. Typically, a HV battery failure is displayed in the instrumentation table with a red battery symbol (double aa style) that has a lightning bolt going through it.
I would first suggest to have Fisker Santa Monica double check your battery packs serial numbers. Once we have the serial numbers, we will know for sure if your battery is on the A123 list since the information I provided to you last in regards to being on this list, was solely based on your vin number instead of the actual battery packs serial number.
After that, we can also check your battery levels as well to make sure there aren't any discrepancies with the numbers and overall data.
One last suggestion is that Fisker Automotive recommends every 3-4 weeks leaving your vehicle plugged in if possible for longer than a 24 hour period so as to stabilize the battery cell levels; comprised of 52 individual packs.
Please let me know if I could be of any further assistance. I am passionate in helping you find a resolution to your battery issue as it is the focal point of the innovative technology behind the Karma's powertrain."
I responded:
Hi Nedim, I hope you have recovered from your illness and that the following does not give you a relapse. You wrote” A123 stated earlier this year that they would be looking to start the voluntary exchange program by the end of the 3rd quarter. With that said, to my knowledge, A123 has not officially begun the voluntary exchange as of yet. More than 5 months ago, your email informed me the exchange was “required.” It is not voluntary. It doesn’t have to be officially begun. A123 is in bankruptcy. This is on Fisker. You wrote, ”lithium ion battery replacements are executed only when a HV failure has been detected and our TSS team has determined the DTC (diagnostic trouble codes) are ones that are related to needing that replacement completed immediately. Typically, a HV battery failure is displayed in the instrumentation table with a red battery symbol (double aa style) that has a lightning bolt going through it. “ So it is only after I have a failure on a part that is required to be replaced that I can get a replacement? You wrote, “I would first suggest to have Fisker Santa Monica double check your battery packs serial numbers. Once we have the serial numbers, we will know for sure if your battery is on the A123 list since the information I provided to you last in regards to being on this list, was solely based on your vin number.” More than 5 months ago, Your email informed me the exchange was “required.” NOW you are asking about battery serial numbers? My vehicle has been in the shop three times since our first email exchange. Was this checked? Was I notified?"
Mr. Pajevic responded:
"The statement I made earlier was in fact true. The exchange or a possible future rework or modification of the battery would be required to be done since A123 believes that these batteries could eventually lead to what a customer might experience, a HV battery failure. With that said, A123 officially stated this is going to be a “voluntary replacement program” since it would not be demanded of any customer to bring in their vehicle for the replacement, such as NHTSA backed safety recall. Instead, they would rather have those customers “voluntarily” bring their vehicles in at the appropriate time once enough stock has been built up to be able to do so. This goal was initial set forth as being by the end of the 3rd quarter. In addition to currently being limited with our lithium ion battery supply, A123 is the FINAL decision maker on whether the battery will be replaced upon a HV failure once our TSS team has provided all of the necessary DTCs and data associated with it. Lastly, a few months back we realized that the VIN#s we were confirming are the ones that should be on the A123 list might not be completely accurate. The reason for this is because when we had our initial battery recall in 2011, battery packs were taken out of vehicles on a regular basis and as a result, initially battery serial numbers may no longer match its original VIN#. This is why I recommend upon your next retailer visit, to simply ask of them to check your HV battery serial number. This task can be executed within 10 minutes. Please let me know if you need any further clarification on the matters discussed.
Please note his statement that "A123 is the FINAL decision maker on whether the battery will be replaced..."
After I objected to this very silly statement, in his next email Mr. Pajevic restated that "A123 is the final decision maker."
My vehicle went in the shop. The battery was replaced.
Mr. Pajevic then emailed with regard to the replacement of my battery under warranty:
"To sum it all up, the final decision was made by our Field Service Representative of the Western Region, in consultation with the A123 Engineering Team and our internal Technical Support Staff (TSS)."
I followed up with Mike Bancroft, the Field Service Tech who made the decision to replace the battery and he emailed me:
"The decision to replace you battery did not involve A123 as it was taken after they filed chapter 11."
I have just sent the following email to Tony Posawatz and Henrik Fisker:
When a senior member of management makes fatuous and untrue statements in writing, such as Nedim Pajevic has made to me, to wit, “A123 is the FINAL decision maker on whether the battery will be replaced upon a HV failure once our TSS team has provided all of the necessary DTCs and data associated with it” it only serves to insult your customers’ intelligence and make them angry. If such situations were handled forthrightly and honestly it would reinforce customer satisfaction, rather than the opposite.
Nedim Pajevic wrote “With regard to the replacement of my battery under warranty:
"To sum it all up, the final decision was made by our Field Service Representative of the Western Region, in consultation with the A123 Engineering Team and our internal Technical Support Staff (TSS)."
Mike Bancroft has written me that “The decision to replace you (sic) battery did not involve A123 as it was taken after they filed chapter 11.” Mike also wrote “Because of your previous concern, then (sic) I (emphasis added) made the decision to replace the pack.”
In my opinion, Nedim Pajevic is in the wrong segment of the auto industry as such blatant falsehoods are more in the realm of used car salesmen than a serious automotive startup. I would not have someone who spouts such nonsense working for me, nor should you."
Since the battery replacement, I have averaged about 2 miles more per charge. Curiously, I have seen the test results on my original battery. While it fully charged, its "SOH" or state of health was only 69%, so it was replaced. Something in that just doesn't make sense. How can the battery fully charge but only be 69% healthy?
One more note. I was told that in emails relating to my battery replacement, one person stated something to the effect of "I guess we have to bite the bullet on this one." Not reassuring.
T