My First Rivian Service Experience (Ongoing)

Hi everyone,. I took delivery of my R1T on Saturday and as I've posted in a couple other posts it has a couple issues.

So I wanted to use this page as a step by step so people generally know what to expect.

Saturday: Truck got dropped off and during the walktru the rep tried the FM radio and it just stayed ok an almost blank screen. She said it would eventually cleared up and I wasn't to concerned so I just had her move on.

After she left I installed the charger and tested it on the truck. The front lite up green as expected but I noticed the rear did not. I thought maybe I just couldn't see it so I checked it later that night and noticed that the entire center light bar wasn't working at all.

The most surprising thing is that this even passed pre delivery inspection as I would think lights are some of the top of list items you wouldn't skip over.

I logged a support ticket through the rivian app and waited to hear what they said.

Sunday: much to my surprise I received a call from Rivian in the morning but missed it. After calling back I talked with a rep and explained the problems. He agreed it was weird the light issue wasn't caught in QC. After talking a bit he wanted me to send some photos and the logs from the truck.

To send the logs you push the Hazzard button on for about 5 seconds and it uploads them to their system. He said he had all the data he needed and would get back to me.

Sunday Afternoon:. I was playing hockey and missing the call but the message said the earliest they could pickup the truck for service on the 29th to fix the issues. I will call them tomorrow and get a better understanding of everything and update this post.

Some notes: the service reps were great and I'm very happy it seems they work 7 days a week.
From the background on the phone call I could hear other people on calls but have no clue what the issues are for.

Service reps seemed very knowledgeable about the truck unlike other service reps that don't know an engine from a transmission.

I'm a little bummed abound this not being fixed from mobile service but it seems like this may be because of the FM issue and not the tail light as that seems generally easy to access and fix.
Not sure if they will offer a loaner when they come to pickup my truck but I'm assuming they will.

Like I said, I'll keep updating this post through the whole process.

Monday update:
Just got off the call with Rivian and their service techs are great and very professional. First service appointment available in El Segundo was March 29th so I took that date.

Now for the huge asterisk on my current situation.
March 29th I'm actually taking the family to NY for vacation so I asked Rivian if they could work around that and they are actually going above and beyond. The service center is very close to the airport so it's actually a win win for both of us since I don't have to pay for airport parking and they don't have to flatbed a truck (and loaner) 44 miles each way between my house and the service center.

The current plan is for me to drop my truck off on the 29th and they will give me a ride to the airport (or pay for a lyft if they are unable to). On my return a week later they will pick me up from the airport and my truck will be ready.

So while my exact situation is unique, the service department has been miles above ANY service department I've ever dealt with.

I also complemented them on the promptness of their return calls and he said they operate 24/7 so that's pretty great too.

I will post another update during drop off and pickup.

Khaneric said:

Hi everyone,. I took delivery of my R1T on Saturday and as I've posted in a couple other posts it has a couple issues.

So I wanted to use this page as a step by step so people generally know what to expect.

Saturday: Truck got dropped off and during the walktru the rep tried the FM radio and it just stayed ok an almost blank screen. She said it would eventually cleared up and I wasn't to concerned so I just had her move on.
After she left I installed the charger and tested it on the truck. The front lite up green as expected but I noticed the rear did not. I thought maybe I just couldn't see it so I checked it later that night and noticed that the entire center light bar wasn't working at all.
The most surprising thing is that this even passed pre delivery inspection as I would think lights are some of the top of list items you wouldn't skip over.
I logged a support ticket through the rivian app and waited to hear what they said.

Sunday: much to my surprise I received a call fr Rivian in the morning but missed it. After calling back I talked with a rep and explained the problems. He agreed it was weird the light issue wasn't caught in QC. After talking a bit he wanted me to send some photos and the logs from the truck.
To send the logs you push the Hazzard button on for about 5 seconds and it uploads them to their system. He said he had all the data he needed and would get back to me.

Sunday Afternoon:. I was playing hockey and missing the call but the message said the earliest they could pickup the truck for service on the 29th to fix the issues. I will call them tomorrow and get a better understanding of everything and update this post.

Some notes: the service reps were great and I'm very happy it seems they work 7 days a week.
From the background on the phone call I could hear other people on calls but have no clue what the issues are for.
Service reps seemed very knowledgeable about the truck unlike other service reps that don't know an engine from a transmission.
I'm a little bummed abound this not being fixed from mobile service but it seems like this may be because of the FM issue and not the tail light as that seems generally easy to access and fix.
Not sure if they will offer a loaner when they come to pickup my truck but I'm assuming they will.

Like I said, I'll keep updating this post through the whole process.

Click to expand...

Stay strong

Bummer man! Hate to see any issue when you just got it after waiting for so long. Hopefully this becomes an example of how Good their service is. They always said they would fix things quickly and provide a loaner (what the loaner is will be interesting). If it's not another Rivian, I'm hoping you get some good Rivian swag in return when the truck comes back!

Khaneric said:

Hi everyone,. I took delivery of my R1T on Saturday and as I've posted in a couple other posts it has a couple issues.

So I wanted to use this page as a step by step so people generally know what to expect.

Saturday: Truck got dropped off and during the walktru the rep tried the FM radio and it just stayed ok an almost blank screen. She said it would eventually cleared up and I wasn't to concerned so I just had her move on.
After she left I installed the charger and tested it on the truck. The front lite up green as expected but I noticed the rear did not. I thought maybe I just couldn't see it so I checked it later that night and noticed that the entire center light bar wasn't working at all.
The most surprising thing is that this even passed pre delivery inspection as I would think lights are some of the top of list items you wouldn't skip over.
I logged a support ticket through the rivian app and waited to hear what they said.

Sunday: much to my surprise I received a call fr Rivian in the morning but missed it. After calling back I talked with a rep and explained the problems. He agreed it was weird the light issue wasn't caught in QC. After talking a bit he wanted me to send some photos and the logs from the truck.
To send the logs you push the Hazzard button on for about 5 seconds and it uploads them to their system. He said he had all the data he needed and would get back to me.

Sunday Afternoon:. I was playing hockey and missing the call but the message said the earliest they could pickup the truck for service on the 29th to fix the issues. I will call them tomorrow and get a better understanding of everything and update this post.

Some notes: the service reps were great and I'm very happy it seems they work 7 days a week.
From the background on the phone call I could hear other people on calls but have no clue what the issues are for.
Service reps seemed very knowledgeable about the truck unlike other service reps that don't know an engine from a transmission.
I'm a little bummed abound this not being fixed from mobile service but it seems like this may be because of the FM issue and not the tail light as that seems generally easy to access and fix.
Not sure if they will offer a loaner when they come to pickup my truck but I'm assuming they will.

Like I said, I'll keep updating this post through the whole process.

Click to expand...

I sure hope the fixes come soon and that you're up and running at 100% in no time.

As a side note, that FM screen looks to have a complete listing of all of the good F.M. stations I remember while living in Eastern Idaho. (Settle down, Idahoans! It was thirty years ago. I'm sure you have one or two by now, right?) ?

The question is why did it pass QC ?

staying tuned to see how it goes.

Sorry you are having issues so soon. Hope Rivian service takes great care of you. Thanks for sharing your experience with everyone

ESTRUCK said:

The question is why did it pass QC ?

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Sometimes things get missed, and sometimes they appear after testing is already completed. I wouldn'tread too much into it. Shit happens unfortunately

MountainBikeDude said:

Sometimes things get missed, and sometimes they appear after testing is already completed. I wouldn'tread too much into it. Shit happens unfortunately

Click to expand...

I will say, the tail lights aren't the brightest in the sun and I'm assuming the rear light bar is the same. I'm not mad it was missed and know they will make it right.

Picture looks like the light bar is on in sunlight (it's not)

Khaneric said:

I will also add, during the day the rear lights aren't very bright, i'm assuming the light bar is the same way.
I will say, the tail lights aren't the brightest in the sun and I'm assuming the rear light bar is the same. I'm not mad it was missed and know they will make it right.

Picture looks like the light bar is on in sunlight (it's not)

Click to expand...

I'd rather have the Road Runner !!!

ESTRUCK said:

I'd rather have the Road Runner !!!

Click to expand...

While the road runner is nice i guarantee you'll enjoy the Rivian more in EVERY WAY!

One of the things about LEDs is that it's basically a light emitting semiconductor. Sometimes, they burn out after just a few hours, so they would pass initial checks, but then just burn out and fail. I learned to always carry spares of LEDs when I retrofitted my home with approx 100 LED bulbs of various shapes and sizes. So, sometimes it does pass initial QC. But the bigger thing is that they should've run longer burn-in/QC checks on the part before hitting assembly

Following to see how the service experience works out. Fingers crossed for you!

I’ve had two pleasant experiences with support so far.

1. Front passenger window wouldn’t auto roll up like the other 3 since delivery.

second ticket

2. FM has huge amounts of static noise even with strong local stations.

3. headliner isn’t fully attached on driver side near the windshield.

for the first one they called me next day and had me reset the windows using a sequence with the button, worked like a charm.

for 2 and 3, I received a call within 12 hours of submitting the ticket last night and they asked for more details and will be on it soon.

overall they seem quite with it, and willing to help.

Looks like their post assembly vehicle inspection needs to be improved?