CANCERDOC
Well-Known Member
- First Name
- Eric
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- Oct 26, 2023
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- Location
- Southern California
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- 2024 R1S PDM
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- Healthcare
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- #1
Wanted to share my unlucky delivery experience, and will update this thread as new things happen.
TLDR: R1S PDM broke 2 blocks from the service center after delivery. Reset was performed, was told all is well. Before I even made it home, catastrophic failure on the highway - loud clacking from rear and then BOOM! Felt like I got rear ended on the highway. Rear drive unit major mechanical failure likely due to a malfunctioning disconnect. My R1S which I had driven for less than 1 hour is now in the shop awaiting rear drive unit replacement. I have asked customer service to see if a replacement vehicle can be arranged since it literally failed twice on the same day. A week later and many phone calls, it looks like communication indicates that they are looking into the possibility of a replacement vehicle. Two weeks after going into service, vehicle is repaired. Rivian has agreed to a buyback under the 7 day rule, and that will be credited towards a replacement identical R1S. A refund check has been issued 5/11. Accepted delivery of new R1S on 5/18. Thank you Rivian! New adventures await!
THE LONG VERSION:
I picked up my R1S PDM on 3/31/2024 - the service center was buzzing, many pick ups and the staff were wonderful.
Did the entire vehicle set up, phone key, pairing, etc. I had a grin from ear to ear. What an exciting vehicle. Delivery one week before my birthday. Wow.
3/31/2024:
Two blocks from the Eastvale service center upon accelerating gently from a stop light, I get an "AWD unavailable" and the turtle mode activates. I pull a U turn and take it back. Service tech hops in the car, does a full diagnostic, and tells me the rear disconnect threw an error and they did a diagnostic reset and all appears well. I take it for a 20 min test drive with the delivery guide and test in various modes, and watch how in All Purpose the rear unit engages and disengages. All seems well, no further codes. They tell me "you know with electronics, the first time something happens it can fault out, but once it works, it tends to work well forever." The staff were apologetic, kind and professional. I felt, yeah these are new products, problems can happen, part of being an early adopter. So all is well and I'm off to make the 45 mile drive home where my newly installed Rivian wall charger awaits.
About 40 miles down the road i'm going 65-70 on the highway and accelerate to change lanes. Suddenly a loud rattling/rotational sound emerges from the rear - whirrrrr....clack clack clack clack.....for about 2-3 seconds followed by a huge BANG as if there was an impact in the rear. Instantly I knew there was some horrible catastrophic failure, likely the disconnect failed and might have damaged the rear motor. "AWD unavailable" and turtle mode again. I had power to the front axle and able to maintain highway speeds until I could exit and call service via the Rivian app. They advised me to do a hard reset (left button and hazard), which did not fix the problem. It locked the drive mode and I was not able to switch anything out - drive mode, height, suspension, etc. It did have power to the front axle and despite turtle mode I was able to drive it at highway speeds back to the service center.
Staff were very apologetic, told me they suspected a rear disconnect/rear drive unit catastrophic failure. As it was Easter Sunday, there were no rental or loaner vehicles available. My lovely wife came to pick me up to go home without the Rivian that I had just paid for earlier in the day. I no longer had a grin on my face.
4/1/2024-2:
Service dept now open - they kindly arranged for a UBER ride for me to pick up an R1S loaner. I had to take a half day off from work to make it there before closing time. Upon arrival at the service center, the advisor was professional and tells me they will work on getting authorization for the rear drive unit to be replaced.
On the same day, I contact my guide to ask about my options. The vehicle literally failed the first time two blocks from the service center. Then again 40 miles down the road. And it wasn't a software error. It was a major hardware fault and it was terrifying to experience - literally felt like being rear ended on the highway. I asked whether the vehicle qualified for the 7 day return policy and was told I would lose my deposit if I chose to exercise that option. I actually still want a Rivian and found one in the shop with identical configuration. I asked if a replacement is an option, and I would even be flexible regarding color and options. The guide said a replacement is not an option if the vehicle can be repaired. I asked for the case to be reviewed again, as the vehicle literally broke 2 blocks from the service center - its like a vehicle breaking during a test drive - feels kind of wrong to force the customer to purchase that vehicle. I am awaiting a reply and ideally would like a final answer prior to the 7 day time lapse.
4/3
I received a call from the service center - they have auth to replace the rear drive unit and anticipated parts arrival on 4/10, so likely out of service for about two weeks. The service center has been nothing but professional.
I want Rivian to do well. The vehicle is fantastic. I was so excited for this car, waiting 2 years for delivery. I've never done anything like this before, and this is my first EV. I realize the majority of customers have had trouble free ownership experiences. However, the unpleasant Day 1 event really sours the Rivian experience for me.
4/4
Received voicemail from service - rear drive unit on order, and they will let me know when they receive it and can start the work.
4/5
Texted my guide again asking for an update. Also wrote a detailed email to Rivian support. Got the usual "high volume of emails, reply in 48 hours."
4/8
No response or reply. Guide only says "I am waiting to hear from the service center" which again, seems like a placeholder for another non answer. 7 day period has expired and they have given me no options to consider other than accept back a repaired vehicle, whenever that will be ready. Guide wrote back - "our policy is to repair the vehicle."
Got fed up with my guide, called the general number spoke with a rep who was very patient while I explained my situation. He told me he would someone from sales reach out to me to see if I can be matched to a different vehicle.
4/9
No response from Rivian. I called the service number and explained the situation again. They assured me that someone would reach out to me.
4/10
Received call from service center. Rear motor has arrived, pending repairs. I explained that I’d like to investigate an option to exchange the vehicle given that it failed blocks from the service center. Service manager tells me his supervisor will call me back. Meanwhile I get a text back from my guide saying “we will get you a new vehicle.” The supervisor from the service center calls me back and tells me they will repair the vehicle and extend the 7 day trial period. I said well the guide tells me they are working on a replacement now. Supervisor gets back to me and says someone from the guide’s management will reach out to you in 1-2 days.
So maybe the ball is getting rolling again?
4/12:
Texted guide. Four hours later, reply saying "waiting on reply from management." That's the last I hear from the guide. So it seems the decision is pending, not final.
Received call in the afternoon from the service manager - "your car is repaired and ready." I mentioned, I am waiting for an answer from higher up on whether an exchange will be approved. A service center supervisor calls me and advises me to keep the loaner until Monday when hopefully the management team will have a decision.
4/22 -
After multiple discussions with customer service Rivian agreed to a buyback under the 7 day policy and an identical replacement vehicle is being arranged. I have been sent the new VIN for the replacement vehicle. Overall I am glad Rivian came through.
5/11 -
Refund check issued. Delivery of replacement (identical) R1S pending next weekend. Fingers crossed for a different outcome! I'm looking forward to Rivian 2.0
5/18 -
Picked up the new R1S. Thank you Rivian. Adventures await!
TLDR: R1S PDM broke 2 blocks from the service center after delivery. Reset was performed, was told all is well. Before I even made it home, catastrophic failure on the highway - loud clacking from rear and then BOOM! Felt like I got rear ended on the highway. Rear drive unit major mechanical failure likely due to a malfunctioning disconnect. My R1S which I had driven for less than 1 hour is now in the shop awaiting rear drive unit replacement. I have asked customer service to see if a replacement vehicle can be arranged since it literally failed twice on the same day. A week later and many phone calls, it looks like communication indicates that they are looking into the possibility of a replacement vehicle. Two weeks after going into service, vehicle is repaired. Rivian has agreed to a buyback under the 7 day rule, and that will be credited towards a replacement identical R1S. A refund check has been issued 5/11. Accepted delivery of new R1S on 5/18. Thank you Rivian! New adventures await!
THE LONG VERSION:
I picked up my R1S PDM on 3/31/2024 - the service center was buzzing, many pick ups and the staff were wonderful.
Did the entire vehicle set up, phone key, pairing, etc. I had a grin from ear to ear. What an exciting vehicle. Delivery one week before my birthday. Wow.
3/31/2024:
Two blocks from the Eastvale service center upon accelerating gently from a stop light, I get an "AWD unavailable" and the turtle mode activates. I pull a U turn and take it back. Service tech hops in the car, does a full diagnostic, and tells me the rear disconnect threw an error and they did a diagnostic reset and all appears well. I take it for a 20 min test drive with the delivery guide and test in various modes, and watch how in All Purpose the rear unit engages and disengages. All seems well, no further codes. They tell me "you know with electronics, the first time something happens it can fault out, but once it works, it tends to work well forever." The staff were apologetic, kind and professional. I felt, yeah these are new products, problems can happen, part of being an early adopter. So all is well and I'm off to make the 45 mile drive home where my newly installed Rivian wall charger awaits.
About 40 miles down the road i'm going 65-70 on the highway and accelerate to change lanes. Suddenly a loud rattling/rotational sound emerges from the rear - whirrrrr....clack clack clack clack.....for about 2-3 seconds followed by a huge BANG as if there was an impact in the rear. Instantly I knew there was some horrible catastrophic failure, likely the disconnect failed and might have damaged the rear motor. "AWD unavailable" and turtle mode again. I had power to the front axle and able to maintain highway speeds until I could exit and call service via the Rivian app. They advised me to do a hard reset (left button and hazard), which did not fix the problem. It locked the drive mode and I was not able to switch anything out - drive mode, height, suspension, etc. It did have power to the front axle and despite turtle mode I was able to drive it at highway speeds back to the service center.
Staff were very apologetic, told me they suspected a rear disconnect/rear drive unit catastrophic failure. As it was Easter Sunday, there were no rental or loaner vehicles available. My lovely wife came to pick me up to go home without the Rivian that I had just paid for earlier in the day. I no longer had a grin on my face.
4/1/2024-2:
Service dept now open - they kindly arranged for a UBER ride for me to pick up an R1S loaner. I had to take a half day off from work to make it there before closing time. Upon arrival at the service center, the advisor was professional and tells me they will work on getting authorization for the rear drive unit to be replaced.
On the same day, I contact my guide to ask about my options. The vehicle literally failed the first time two blocks from the service center. Then again 40 miles down the road. And it wasn't a software error. It was a major hardware fault and it was terrifying to experience - literally felt like being rear ended on the highway. I asked whether the vehicle qualified for the 7 day return policy and was told I would lose my deposit if I chose to exercise that option. I actually still want a Rivian and found one in the shop with identical configuration. I asked if a replacement is an option, and I would even be flexible regarding color and options. The guide said a replacement is not an option if the vehicle can be repaired. I asked for the case to be reviewed again, as the vehicle literally broke 2 blocks from the service center - its like a vehicle breaking during a test drive - feels kind of wrong to force the customer to purchase that vehicle. I am awaiting a reply and ideally would like a final answer prior to the 7 day time lapse.
4/3
I received a call from the service center - they have auth to replace the rear drive unit and anticipated parts arrival on 4/10, so likely out of service for about two weeks. The service center has been nothing but professional.
I want Rivian to do well. The vehicle is fantastic. I was so excited for this car, waiting 2 years for delivery. I've never done anything like this before, and this is my first EV. I realize the majority of customers have had trouble free ownership experiences. However, the unpleasant Day 1 event really sours the Rivian experience for me.
4/4
Received voicemail from service - rear drive unit on order, and they will let me know when they receive it and can start the work.
4/5
Texted my guide again asking for an update. Also wrote a detailed email to Rivian support. Got the usual "high volume of emails, reply in 48 hours."
4/8
No response or reply. Guide only says "I am waiting to hear from the service center" which again, seems like a placeholder for another non answer. 7 day period has expired and they have given me no options to consider other than accept back a repaired vehicle, whenever that will be ready. Guide wrote back - "our policy is to repair the vehicle."
Got fed up with my guide, called the general number spoke with a rep who was very patient while I explained my situation. He told me he would someone from sales reach out to me to see if I can be matched to a different vehicle.
4/9
No response from Rivian. I called the service number and explained the situation again. They assured me that someone would reach out to me.
4/10
Received call from service center. Rear motor has arrived, pending repairs. I explained that I’d like to investigate an option to exchange the vehicle given that it failed blocks from the service center. Service manager tells me his supervisor will call me back. Meanwhile I get a text back from my guide saying “we will get you a new vehicle.” The supervisor from the service center calls me back and tells me they will repair the vehicle and extend the 7 day trial period. I said well the guide tells me they are working on a replacement now. Supervisor gets back to me and says someone from the guide’s management will reach out to you in 1-2 days.
So maybe the ball is getting rolling again?
4/12:
Texted guide. Four hours later, reply saying "waiting on reply from management." That's the last I hear from the guide. So it seems the decision is pending, not final.
Received call in the afternoon from the service manager - "your car is repaired and ready." I mentioned, I am waiting for an answer from higher up on whether an exchange will be approved. A service center supervisor calls me and advises me to keep the loaner until Monday when hopefully the management team will have a decision.
4/22 -
After multiple discussions with customer service Rivian agreed to a buyback under the 7 day policy and an identical replacement vehicle is being arranged. I have been sent the new VIN for the replacement vehicle. Overall I am glad Rivian came through.
5/11 -
Refund check issued. Delivery of replacement (identical) R1S pending next weekend. Fingers crossed for a different outcome! I'm looking forward to Rivian 2.0
5/18 -
Picked up the new R1S. Thank you Rivian. Adventures await!
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