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Worst fears came true. My R1T died at a light. Update today(8/18)
Dirty_B
Well-Known Member
I'm picking up my R1T at te RVA SC Saturday. Need anything from them that I can help with while there? Or pass or check on anything?My truck, I got on Saturday, just died at a light on my way home from work. Had to hard reset the truck 4 times to move it 20 yards off the side of the road. Came to a stop at red light and when I hit the accelerator, it lurched forward and i heard a noise. It showed all the usual warning lights. After a reset, I could put it in drive. it would start to move calmly and then the truck would start shaking violently and cut off. Was told to leave it on the side of road and the tow truck would get it. I think it was going to be some time for the tow truck to get it. That was heartbreaking. They stayed on the phone with me for about 20 mins and offered an Uber and I go get my enterprise rent a car tomorrow.... In the future, I would always carry a nfc card with you so they can easily work on your truck. I had to run back to work and get mine and leave it with the truck. I guess now it's a waiting game....
Update this morning....it only took 9 hours for a tow truck company to pick up the truck. I was still taking calls from the tow truck driver and rivian roadside assistance past 1230am.fixes.? Missed work staying up so late with calls from the tow truck and roadside assistance. But my truck finally made it to the SC at 430am.
Spoke to my guide when he got into work. There are no loaners available and basically waiting to see what the SC says about the truck. Asked about the return policy and it he said it would take weeks to be refunded the purchase price. And probably only a new truck if the repairs are extensive.
My guide also said he did a zoom call with the SC manager and lead technician and they would get on my truck when it arrived.....i told him the thing is...my app and text received show the truck to be at the SC since 423am. He said they must have not done inventory....and would send them a message. This has not been a good experience thus far. Not sure what a reasonable expectation for making this right would be.
Last update today (5/27)...they found the truck and blamed the tow truck driver for putting the truck some where else. They won't get to my truck on Tuesday to be able to diagnose the issue. They had other jobs infront of me taking up space. Again, just poor communication from my guide saying I would have that answer today amd they would diagnose that today. I understand stuff happens they may not be able to get to it. Just tell me that up front because he spoke to the service center right before calling me. Continued frustration with this service process on a 5 day old truck.
5/31. Waited patiently to hear anything from the SC until 4pm est. Sent my guide a nice text asking for an update and locating a loaner. He responded promptly saying he would reach out again to SC and see again about a loaner. I recieve no further communication. It's now after my guide's hours(6pm est), and I have no update.... I can check the location of my truck and see its been moved into the garage but that's it....my update is no update unfortunately ..... not sure really what to say or do anymore.
6/1. I sent a lengthy email to a customer service lead today at 11am outlining some of my concerns with the service process and communication from my guide. My guide calls me at 1143am and I missed the call while I'm at work. He left a voice mail that they are going through an escalated engineering diagnostic on my truck to figure out what's wrong and they are thinking the front drive unit needs to be replaced. He made it sound like it was a minor replacement. He said that my SC should have a loaner truck by the end of the week for me. He also said he would update me daily this week. We will see but Hopefully, fingers crossed, Looks like I will have a 3.5 hr drive to Richmond in my future this week. Did my escalation to a customer service lead help? I do not know.
ironpig
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Would Ford or Ram also tow your trailer if their truck broke down? I've never heard of a manufacturer towing your trailer as part of roadside assistance but I only tow horse trailers.
Speedrye
Well-Known Member
Nope, but if there were a hitch, I suspect a nice tip to the flatbed driver would get my trailer hooked up and brought along. Certainly better than leaving it on the side of the road.
Lysdexic
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I can’t speak for the OP but just to bring up his truck to the RVA SC staff would probably make an impression. You could mention that is a closely watched topic in our online community and we hope for quick resolution and that the OP is taken care of. This would go a long way to alleviate angst that many feel about there product rollout. Be positive but let it be known that people (their biggest fans) are watching.
Something like that.
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Olsonsolar
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We have a 2017 Jeep Wrangler, at 4,000 miles the valve body in the transmission went out, hundreds of miles from home. (on warranty and only issue we have ever had) It was flat bedded to a dealership and the flatbed did have a trailer hitch so they also towed the trailer to the dealership. From there an employee towed us to a campground. We were not charged for the trailer towing. Because the Jeep was on warranty (Jeep Wave) our camp fees and all our meals for 3 days were 100% covered. Much cheaper than had we been staying in a hotel.
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OP
Akay07
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I agree something along those lines would be good but again it's your delivery day you should be excited and taking care of your truck. You should enjoy it and pray that it's your only delivery day. You have been waiting how long for the truck and i dont want my mess souring your day. Depending upon what my guide says about the loaner, I may be there Saturday picking that loaner up as well. What's your configuration? if you hear an idiot honking at you driving by ...its just me.
Dirty_B
Well-Known Member
Agreed, was thinking in case he wanted pictures of progress, insights into what they were thinking etc or on the opposite end if he/she forgot something in truck (reading glasses?) I'd grab them and send them. 3.5 hrs is a long way to drive one way if you forgot something. For me, I'll be there and who really gives a sh!t about $5 shipping to help someone out.
As an OBTW I have spoken with them before and spent an hour chatting with the RVA SC team a while ago, great bunch of folks and they are fans as well, so we're all on the same team so to speak.
Dirty_B
Well-Known Member
I reserved with-in 2 mins of RJ saying the res system was up and operational way back in Nov 2018 at the LA show or ...what year was that? Anyways, was a CY R1S with OC, then when guide contacted me two months ago for my R1S and mentioned delays, and the OC interior became delayed...long story I'm now LE LG FE on 20s with most things to include kitchen except RTT.
Lysdexic
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This is great to hear. The Richmond SC will be my SC as well. No contact yet.
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Dirty_B
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I have interacted with 4 people up there. Each time came away with same opinion, Good Folk. Now that's diff than technologically capable and competent...I'm hoping they all are.
OP
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Akay07
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6/2. No update or communication from my guide today after he said he would update me daily this week. He previously said the loaner should be ready by the end of the week and I'm trying to plan my trip due to my 16 month old with 3.5 hour trip one way to the SC.
dirtdiver
Member
Growing pains! It must be whack-a-mole at Rivian. Im guessing they will grow beyond that.
If any of you are getting cold feet send your reservation my way!
steve
If any of you are getting cold feet send your reservation my way!
steve
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Akay07
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6/3. Update this morning. Spoke to someone in the service department from Michigan (maybe a lead?). They called me and gave me an update on my truck and it is the front drive unit that needs to be replaced. He was very apologetic. They should have the replacement here on Tuesday and my truck should be ready by the end of the week. They have to get the parts from Normal. Those dates may be optimistic based on other experiences in the forum. But having the loaner will make up for time any extra time it takes and I'm good with that. I Reached out to my guide afterwards and I'm lined up to get the loaner on Monday. I'm glad they are making this right and I feel alot better about the situation. The service guys in VA even offered to stay past quitting time to give me the loaner.
TOCBoston
Member
For efficiencies sake, can you just get a local, non-Rivian loaner/rental that they pay for to hold you over until truck is done? Then have them send truck back to you?
Driving 3.5 hours each way is brutal. Under the circumstances I would push to get them to manage it all without you having to travel.
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