San Jose Service Center - timeliness, service, wait times, etc?

[drivetorun]

Totally fair. Though as I have noted, I’ve been on many forums for cars for years, including newly launched models and the Rivian forum skews the most negative by far…

I'm not saying it's me...but...hypothetically there may be some superstitious people who don't want to say that their Rivian hasn't had any problems since picking it up...oh, I don't know, ~9mo and 7k miles ago...in case that may jinx something

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[Mousetrap]

I'm not saying it's me...but...hypothetically there may be some superstitious people who don't want to say that their Rivian hasn't had any problems since picking it up...oh, I don't know, ~9mo and 7k miles ago...in case that may jinx something

Oh boy... now you've done it! ?

 

[Mathme]

I've had mine in 2x in the past year.

The first was for an AC coolant recall. it was suppose to take about an hour but the tech screwed up and managed to stretch it out to three hours while I waited. While I wasn't happy, the work was finally done correct. They did offer me a voucher so I could walk around the corner and get some lunch on them.

The next time I was in was for several items after delivery. I made the initial appointment, then had to push it back two weeks. In all they quoted me 10 days to do the work and that's what it took (it had some touch-up work at an external paint shop to be done thus the wait). The work was done correct and in the promised time. They sent it up to a body shop in Burlingame and warned me that if I checked out the truck in the app, that's why it's lingering about up there. They also provided a rental for the time it was in the shop.

Wait times are 3-4 months for an appointment but they will get you in faster for show-stopping events (as others have said). I'd recommend if you take delivery when you find your first item that needs attention, make a service appointment ASAP. Rivian will allow you to add items to an open service appointment up until about a week before said appointment. When I first opened my ticket I had 3-4 small items and when I took it in I had found other minor items that I added to it.

 

[R1DEW/ME]

If you have yet to buy, I understand the concern. I myself bought used 2 months ago and would not have if I wasn’t at least within an hour of a SC.

Rivian does seem to be good about getting you either a loaner or a rental if there will be a prolonged period without.

Unfortunately I had mine towed in for a dead 12v and I wasn’t near my level 2 charger a couple days before my actual appointment.

They got me in a rental next day and it’s been covered while my car has been at the SC for about 2 weeks now.

Personal opinion is unless you have a reliable 2nd vehicle or can make do at most a couple days before getting a rental you might be best to hold off.

They will resolve a lot of the start up issues given enough time via production quality on hit and miss issues per owner and service turn around times.

Right now the consensus with the San Jose facility is about 2+ months earliest to get an appointment and expect your Rivian to sit for a week or two before they start.

That being said I check in every couple days and they always get back to me in a timely manner if they don’t answer my questions or have an update on hand. They also started working on the other issues I had addressed while they are waiting for battery and converter replacements to come in Friday.

It isn’t the case for everyone but unless yours is incapable of driving or is in any way unsafe they shouldn’t let it sit for two weeks. Wait until you are ready to start the work and then have the customer bring it in.

Hope that helps and good luck on decision! ?

 

[windblowlc]

Totally fair. Though as I have noted, I’ve been on many forums for cars for years, including newly launched models and the Rivian forum skews the most negative by far…

Unfair assessment between newly launched models of established car companies and a first model of a brand new car company.

 

[BayAreaR1S]

I've used the San Jose service center and the mobile service.

The Service center experience was decent and they provided a rental via Enterprise. Clear growing pains but not as terrible as Tesla.

For the multi-point inspection and tire rotation, I used the mobile service and everything was done in front of my house. The tech was great...punctual, friendly, and quick.

When possible, I'd definitely opt for mobile service.

 

[Kenmecca]

Just made an appt for multi point inspection and some fitment issues I never addressed since delivery. I'm about 3k miles from 22500 so hopefully timed it as I knew it would be a while. I was given an appt 3.5 months out.

 

[djsider2]

3 full days and they havent even touched it yet... sigh. I guess thats why they gave a 11 business day window. If I knew it was 2+ weeks, I wouldn't have scheduled it only 1.5 weeks from my road trip...

 

[Tony R1S]

I'm at ~20K, been to the SJ service ~6+ times already (3 major service items) over the course of ~14 months. You get Uber credit or enterprise rental (small EV). Sucks to have so many issues, but hey, early adopter pains, and been very happy with service and the SJ team each time. My R1S finally drives like it should have when new now. I've had mobile service 5+ times already as well and they are convenient, but many issues could not be fixed by them.

 

[erider]

Can confirm San Jose Service Centre times are too long.

I just purchased a (new) demo vehicle and at pickup 1 week ago Monday, I noticed that the R1T does not respond to key fob, wristbands, etc. I asked what was going on and was told it could not be repaired at delivery and to call my local service center in San Jose. Appointment time slots to see my R1T are only available for over one month from now.

So I can only agree with original poster. This is too long to wait for a repair, whether or not with a newly purchased vehicle. Also I am amazed/surprised the Service Center where I purchased didn't take the time to see if the key fob and wrist band worked before delivering the vehicle to me. The service tech had an enthusiastic personality full of adventure and fun, but sorry this is lost if not accompanied by competent service or a solution to the problem. So again agree with original poster, long waits, rushing, and poor service combine to provide us customers with a very, very negative opinion and will eventually destroy the Rivian brand. No amount of happy, adventureful personality staffing is gonna cover for an otherwise underfunded service center.

 

[Mathme]

Since my earlier post, I recently discovered a leaky front CV joint while rotating my tires. I filed a ticket on a Saturday when I saw it and the first available appointment was for early November. The truck was drivable, but would eventually fail and long before November. I called Rivian on Monday when I knew service would be open and the SJ service center had me bring it in. I had an Enterprise Rental, and the truck was ready on Wednesday. They ended up replacing the half-shaft and they had that part in stock.

My experience is if it's not running or leaking, they are good to work with.

 

[SPITmadFIRE]

Appointment time slots to see my R1T are only available for over one month from now.

This is less of an SJ issue and more of a Rivian service center issue in general. I have yet to hear of a service center with less than a month or two of appointment lead time.

 

[Mojave]

Got my car back (originally scheduled many months ago, then it sat at the service center for a week until they even looked at it. It sat in a bad place. I have now ants in the car, and brown spots all over the paint.

Anyone seen the same thing in San Jose?

The spots are not from bugs, they are on the top surfaces. Some tree droppings? The usual cleaning supplies don't work. Any suggestions?

Edit: Isopropyl diluted works with a lot of elbow grease. Not sure what it does to the paint, though.

I hope the ants are just foragers and didn't bring the whole family. I saw the first one walking on the screen driving back from the SC, so they definitely were picked up there.

 

[Hereforthesnacks]

Got my car back (originally scheduled many months ago, then it sat at the service center for a week until they even looked at it. It sat in a bad place. I have now ants in the car, and brown spots all over the paint.

Anyone seen the same thing in San Jose?

The spots are not from bugs, they are on the top surfaces. Some tree droppings? The usual cleaning supplies don't work. Any suggestions?

I hope the ants are just foragers and didn't bring the whole family. I saw the first one walking on the screen driving back from the SC, so they definitely were picked up there.

I have not heard of these issues specifically. Though plenty of folks have been warning about the SJ SC…. Apparently not the best experiences.

 

[Sempervirens]

Does anyone have an email contact for this location. I need to get in touch with a service manager/support memeber.

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