Rivian already starting to give me Tesla vibes (and not in a good way)

[shumdit]

Rivian picked my truck up a week ago. Cupholder, PPF bubbles in gear tunnel door and a couple of other minor things. They had the truck ready yesterday (Friday) because they had to wait for the cup holder to come in. I asked that they please arrange to have it back ASAP for this weekend and to start the process ahead of time as they told me there was usually a 24 hour period to get the tow arranged. They said they would try. So no word from them after that. I called this morning and was told even though it’s ready and they are open it could be Wednesday before they bring it back. It was ready on a Friday and you are going to take 5 days to get my truck back to me?? This isn’t going to work Rivian. You won‘t have the ”normal” consumers tolerating this amateur level service on a six figure vehicle. I guess they are lucky I’m abnormal and didn’t pay six figures?

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[jerseyff]

I have generally had a one day buffer from truck is done to delivery back. That day is for the tow job to go out to bid and it to be assigned to a company, etc.

Mine goes again Tuesday, we shall see how this experience goes.

 

[COdogman]

I know it’s frustrating - they should be able to get your truck to you quicker than that. But we do know it’s basically a nationwide issue they are struggling with to make home deliveries and service pick ups/ deliveries right now. This is why they have been asking more customers to take delivery of their new R1s at the SCs.

In all fairness it’s probably too soon to say they are pulling a Tesla. I’m not saying they won’t end up there (I hope not), but this is just a new company trying to manage the rollout of new vehicles in a very challenging time.

 

[elektrode]

Yup. Same here. My potential Fri/Sat release delayed until next Wed because they couldn’t do an alignment during the entire week they were waiting on an AXM part to show up.

Was hoping to use my luxury adventure vehicle to do an adventure this weekend, but I’m just sitting here getting bitter on the couch now.

What a fool that I sold my Ridgeline before shaking this new truck down. Ruined the second half of my boating summer getting shit fixed.

 

[shumdit]

I know it’s frustrating - they should be able to get your truck to you quicker than that. But we do know it’s basically a nationwide issue they are struggling with to make home deliveries and service pick ups/ deliveries right now. This is why they have been asking more customers to take delivery of their new R1s at the SCs.

In all fairness it’s probably too soon to say they are pulling a Tesla. I’m not saying they won’t end up there (I hope not), but this is just a new company trying to manage the rollout of new vehicles in a very challenging time.

Well I’ll put it this way: my wife came downstairs after this call and I explained it to her. Her reaction: “and you thought I was going to swap from my current car to the R1S you have reserved……”

Enthusiasts may tolerate some of these things. Normal buyers won’t.

 

[ironpig]

It's too soon to really bag on a first year car company for service. I had a 2014 Model S and of course it had a lot of issues, but Tesla fixed them all and it didn't cost me anything. Rivian is learning and sorting these things out as well, but early adopters have to be realistic about the growing pains.

I bought a Rivian knowing it would need to be in the service center a few times in the first year. It's inEVitable.

So far, I have a punch list of minor stuff that will be fixed in a single appt once the new tonneau parts come in, but until then I'm going to enjoy the truck and not bother to take it in for little stuff that doesn't really impact the enjoyment of driving this thing on and off road.

 

[R1Tom]

Mine sat at a SC for 5 days after repairs were made. Kept telling me haulers kept canceling on them. And ultimately the one that showed up...I will just leave it at I was very pleasantly surprised to not find any damage on my truck.

Can't they throw a little more money at the haulers to get better priority than that? I know in my line of work, I do that all the time. Sure it costs more, but I am able to meet customers needs and get the next orders and sustain a business model.

Not sure what they paid per day for me to run around in the rental, but seems might have been able to spend that on a carrier and get me out for the rental.

 

[COdogman]

Well I’ll put it this way: my wife came downstairs after this call and I explained it to her. Her reaction: “and you thought I was going to swap from my current car to the R1S you have reserved……”

Enthusiasts may tolerate some of these things. Normal buyers won’t.

I’m not trying to tell you and/ or your wife that whatever way this inconvenience made you feel is *wrong*. I’m simply trying to offer some perspective. I have encountered absolutely horrible service from multiple car companies, including some with stellar reputations for service. I don’t and won’t expect perfect service from a brand new carmaker when no one else seems to get it right either.

What I do demand is honesty and transparency. If I find out my truck is ready and the only barrier to me getting it is a flatbed, I am likely going to find a way to get there myself and pick it up so it doesn’t accidentally get damaged in transport.

 

[shumdit]

It's too soon to really bag on a first year car company for service. I had a 2014 Model S and of course it had a lot of issues, but Tesla fixed them all and it didn't cost me anything. Rivian is learning and sorting these things out as well, but early adopters have to be realistic about the growing pains.

I bought a Rivian knowing it would need to be in the service center a few times in the first year. It's inEVitable.

So far, I have a punch list of minor stuff that will be fixed in a single appt once the new tonneau parts come in, but until then I'm going to enjoy the truck and not bother to take it in for little stuff that doesn't really impact the enjoyment of driving this thing on and off road.

its not the service I have an issue with (or I should say I don’t know if I do since I haven’t gotten it back to see if they actually fixed everything). Tesla in the early days (2013 for me) was stellar. It was after they ramped up to higher volume they went to hell. But Rivian is starting off like 2021 Tesla not 2013 Tesla.
Advice for Rivian: Buy your own trucks/trailers and employ the drivers. Subletting this leads to damaged trucks (we’ve seen it multiple times already) and unhappy experiences. It’s what they call Penny-wise and Pound-foolish.

 

[shumdit]

I’m not trying to tell you and/ or your wife that whatever way this inconvenience made you feel is *wrong*. I’m simply trying to offer some perspective. I have encountered absolutely horrible service from multiple car companies, including some with stellar reputations for service. I don’t and won’t expect perfect service from a brand new carmaker when no one else seems to get it right either.

What I do demand is honesty and transparency. If I find out my truck is ready and the only barrier to me getting it is a flatbed, I am likely going to find a way to get there myself and pick it up so it doesn’t accidentally get damaged in transport.

I made that offer too. Even though its a 6 hour round trip. They offered a rental when they picked up my vehicle. I declined trying to save Rivian money. So today they offered the rental again. I said “arrange a 1 day rental for me and I will pick it up and drop it off in Atlanta today”
It can be done (I checked with enterprise) but the service rep didn’t think they could

 

[ironpig]

I made that offer too. Even though its a 6 hour round trip. They offered a rental when they picked up my vehicle. I declined trying to save Rivian money.

So this is a big part of the problem. It's a first year car from a brand new company and you live 3 HOURS from a service center. There is no way this is going to be an easy process. Every time they need to flat bed your truck it's a 6-7 hour ordeal for the tow truck driver. This is going to be an issue with any car you buy when the service center is that far away.

And "trying to save Rivian money" on a rental doesn't make sense. They are trying to make it easier on you with the very few options they have. Take the rental while you are there so at the least you can drive it back to get the car when it's ready instead of calling them later and demanding a 1 day rental. You aren't helping them by requiring more calls and arrangements after the fact.

 

[thrill]

What percentage of service center visits would be saved if the vehicles were quality controlled before being released from the factory?

 

[Dark-Fx]

So this is a big part of the problem. It's a first year car from a brand new company and you live 3 HOURS from a service center. There is no way this is going to be an easy process. Every time they need to flat bed your truck it's a 6-7 hour ordeal for the tow truck driver. This is going to be an issue with any car you buy when the service center is that far away.

And "trying to save Rivian money" on a rental doesn't make sense. They are trying to make it easier on you with the very few options they have. Take the rental while you are there so at the least you can drive it back to get the car when it's ready instead of calling them later and demanding a 1 day rental. You aren't helping them by requiring more calls and arrangements after the fact.

I've told the service people that I don't need a loaner if they can pick the truck up. They seem to be willing to do that most of the time. I live 45 minutes to an hour away from the service center here. I'm not sure if it saves them money in the long run, but it certainly saves me the hassle. Last time they still made me pick the truck up in person, but I can do evenings easier than mornings.

 

[COdogman]

I made that offer too. Even though its a 6 hour round trip. They offered a rental when they picked up my vehicle. I declined trying to save Rivian money. So today they offered the rental again. I said “arrange a 1 day rental for me and I will pick it up and drop it off in Atlanta today”
It can be done (I checked with enterprise) but the service rep didn’t think they could

That’s definitely not a short trip. Hopefully all those issues are fixed and if you need service again in the future maybe they will have a location closer to where you live.

 

[shumdit]

So this is a big part of the problem. It's a first year car from a brand new company and you live 3 HOURS from a service center. There is no way this is going to be an easy process. Every time they need to flat bed your truck it's a 6-7 hour ordeal for the tow truck driver. This is going to be an issue with any car you buy when the service center is that far away.

And "trying to save Rivian money" on a rental doesn't make sense. They are trying to make it easier on you with the very few options they have. Take the rental while you are there so at the least you can drive it back to get the car when it's ready instead of calling them later and demanding a 1 day rental. You aren't helping them by requiring more calls and arrangements after the fact.

It definitely makes sense. How is not using a rental for 9 or 10 days not saving them money? Much like they gave me a $300 Lyft credit because there was no rental available the day they picked it up that I didn’t abuse. It’s about having procedures in place to help the ownership experience. I was a service manager at a highline dealership for years and also worked directly for a manufacturer. From the time you deliver the car every you do is about making the NEXT sale. To them or someone they refer with their tales of positive ownership experiences. As the Mandalorian says “This is the way”

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