Fisker raises the ante for customer care

Fisker Automotive is making amends for a manufacturing defect encountered in the batteries supplied for its Karma models.

The specialist in extended-range electric vehicles was caught with its pants down, as we reported a couple of weeks ago when American magazine Consumer Reports published an article slamming the Karma it tested — or attempted to test, at least.

In the tradition of all the best PR efforts to snatch victory from the jaws of defeat, the company has issued a press release announcing "a significant upgrade to the VIP Customer Care Coverage" for all 2012 Karma models. The press release continues by apportioning blame for the defective vehicles to the high-voltage battery supplier, A123 systems. According to the press material, the supplier found "a latent manufacturing defect in some prismatic cells made in its Livonia, Michigan facility."

This, the press release continued, "could result in battery underperformance and decreased durability."

To appease owners, Fisker will replace the existing battery in each car with a new one, at no cost to the owners. Customers in North America will be provided an extended warranty, up from 50 months and 50,000 miles (80,000km) to 60 months and 60,000 miles (just under 100,000km). For owners in Europe, the warranty is increased from 48 months/100,000km to 60 months/100,000km.

CEO at Fisker — and former Chrysler exec — Tom LaSorda, appointed a 'Quality SWAT Team' of 50 engineers to track down the problem. Once the problem was cornered, the two companies (Fisker and A123 Systems) collaborated to bring about the best possible outcome in the circumstances.

“The entire Fisker Team is committed to the complete satisfaction of our customers and their experience with our vehicles,” LaSorda said. “As a new technology start-up Company, we have stepped up to many challenges in our short history as we have launched one of the most advanced electric vehicles with extended range in the world.”

“We have delivered over 630 vehicles to customers in North America and Europe since sales began at the end of last year. Our customers continue to report the excitement they feel when they drive their Karma. The design is so unique that the car draws attention like no other; the electric powertrain is so quiet and the handling is exhilarating. We look forward to satisfying many more customers in the months and years ahead.”

In addition to the battery exchange program, Fisker is planning to release revised vehicle operation software in coming days.

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