[UPDATES IN NEW THREAD] Tow to Rivian Service Centers is now a Charged Fee (as of 10/6/22) ?

[CommodoreAmiga]

It sounds like you feel your car cant be safely driven. If that's the case, I'd suggest you stop driving it immediately and tell them that. If you can't safely drive it, then they should pay for the tow.

Yeah, so that was 2.5 months ago... Still waiting.

Not safe to drive, and can't legally drive it, anyway, since Rivian still can't get me the paperwork to title the vehicle and the Illinois temp tag they provided me has long since expired.

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[s4wrxttcs]

So you think it's reasonable that my wife and I have to both take two days off work and drive 14.5 hours with a vehicle that pulls hard to the right?

But it's technically "drive-able" right? Just gotta trash those tires and get that left arm nice and swole.

And of course it doesn't matter that I've already driven it to the SC once before for this same issue... And it should totally fall on me to drive it back a second time because Rivian failed to fix the issue. Totally minor. Totally falls to me.

There is a few things to unpack.

For starters they had should have had a policy to start with that stated free towing was only available for vehicles that were determined to be undriveable. That would give them enough leeway to include vehicles where additional damage could occur.

Then they should have prioritized delivery to reservation holders near SC's as everyone knows the first year of a new vehicle is where most of the issues will occur.

Having that combination would have helped prevent having people 4+ hours away from an SC where they'd have numerous issues a year.

Obviously they didn't do that so in your case the tow to the SC should be free, but not to the tow back to your house. Where its free because they failed to fix the issue the first time plus it falls under the additional damage might occur aspect.

 

[ohseedee]

Yeah, so that was 2.5 months ago... Still waiting.

Not safe to drive, and can't legally drive it, anyway, since Rivian still can't get me the paperwork to title the vehicle and the Illinois temp tag they provided me has long since expired.

Yeah, if it's not safe to drive then they should tow it and pay for it. But have you come pick it up when ready.

 

[CommodoreAmiga]

Yeah, if it's not safe to drive then they should tow it and pay for it. But have you come pick it up when ready.

I have to pick up a vehicle that cannot be legally operated on public roads?

So I need to rent a u-haul truck and trailer? You think that is reasonable?

 

[Ducky]

"Rivian Mobile Service
Rivian Technicians come to you.
Our fleet of Mobile Service vans are staffed with Rivian Technicians who can perform the majority of service needs right at your home or work, even if you're not there. If more extensive care is required, we’ll pick up your vehicle, bring it to a Rivian service location and return it to you, all with a flexible transportation program."

The above is what RJ and Rivian have been claiming and what we were expecting. I have been given the same commitment by Rivian sales folks in four separate visits to the Venice store. Ford, GMC, etc. have dealerships near most of us and we know what we are getting when we purchase one of their vehicles. As a new company, Rivian is a bit of a gamble as to its corporate longevity and product reliability. So the promise to have service vans or a pick up and deliver service is important promise. This is especially true when the closest SC is a long distance away. Many on this board have had Rivian warranty issues that require a number of repair visits which most certainly makes the new requirement to pay for transportation of the vehicle even more difficult to accept.

 

[atebit]

fleet*

*The use of the word “fleet” does not imply that we actually have a “fleet” of mobile service vehicles.

 

[Lawrence-of-Blaine]

Before I get really riled up about something this outrageous, where did you get this information? If this is accurate it seems as ill-conceived as the 3/1 price hike.

I’d say this is worse.

 

[SoCal Rob]

Yeah, if it's not safe to drive then they should tow it and pay for it. But have you come pick it up when ready.

I think it would be better for all parties if a failed repair attempt after a long-distance* customer pick-up results in Rivian eating the cost for transportation from and back to the owner. The owner already did their part in retrieving the vehicle the first time. Rivian failed to make an effective repair so they didn’t hold up their end of the commitment. This would also give Rivian incentive to make sure that things are fixed properly the first time.

*Maybe 25 miles or more from an SC? People close by, like I am, can take care of this as we would with other brands of vehicle.

 

[SoCal Rob]

I’d say this is worse.

I agree it’s worse for people who aren‘t close to an SC. They bought a vehicle with an expectation of a type of service only to have the service experience changed after the purchase.

 

[AxelR]

Looks like they’re making an effort to get a bad rep!!

 

[ohseedee]

I have to pick up a vehicle that cannot be legally operated on public roads?

So I need to rent a u-haul truck and trailer? You think that is reasonable?

No I don't. If you can't drive it better to just leave it there until you can. The longer it goes having them buy it back might start to make more sense.

 

[yizzung]

I’m not reading 12 pages of this thread LOL but the mods over at Reddit labeled this same post as “misleading” after some seemed to debunk it.


I do wonder how much “free” towing is being burned up by Rivian owners who hear a noise, read these forums, and think their wheels are about to fall off. Probably adds up.

 

[SANZC02]

I've received a loaner every time I took both of my Model S's into service - as recently as earlier this year. From my conversations, the free loaner wasn't a thing with the Model 3 and Y vehicles.

Granted, I had to drive my car to the service center (about 30 minutes away) and it was an Enterprise. The last one was a Niro EV, which was fine, I guess.

I had to have the onboard charger replaced on my Model S last year and they only offered Uber credits.

 

[Count Orlok]

Rivian just wants to save money on all the tonneau covers it has to replace.

 

[JerseyGreens]

I had to have the onboard charger replaced on my Model S last year and they only offered Uber credits.

Were the Uber credits enough to fully cover your transportation costs?

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