The worst service experience in the industry

[Acoustic71]

Maybe not. But when companies put their efforts into production and sales with insufficient customer support for inevitable repairs, it’s a prescription for disaster. Remember, the R1 was first delivered to customers 12/21. That’s pushing 4 years. I would expect better by now. I’m waiting to take delivery on an R2, but may wait a bit for the bugs to get shaken out. A used Audi Q8 etron will be 60% of a well optioned R2, and would n my take a good EV while awaiting the R2. And service appointments will be very short. I’m the first to note that people with service problems are more likely than those without to voice opinions on forums. Definitely a skewed distribution. But it amazes me when people just say, in effect, “if you can’t deal with a 4-5 mo wait for an appointment, don’t get a Rivian. “ I doubt the Rivian execs would take that approach.

If you want to be taken seriously, don’t quote what I didn’t say.

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[captainjp]

It would be better if they could schedule as close to when the work is going to happen, get parts on hand ahead of time when possible, and then take the necessary time to make sure the work is done properly so it doesn’t need to come back.

How would they know what parts they need without having the truck on-hand?

 

[onesoil]

How would they know what parts they need without having the truck on-hand?

Remote diagnostics (reading the logs ahead of time remotely), field technician diagnostics, customer description of issue (which can be compared against other similar concerns), and/or some combination of the three.

Obviously this doesn’t work in all circumstances, but some combination of the above can often get them in the ballpark if not fully apprised of what needs to be repaired. Why do you think they give the option to capture diagnostics for remote review?

They already do this to some extent, and when it works, it’s great—no waiting for parts, quicker turnaround, etc.—but often I have had to insist that they send the mobile tech out first to diagnose/repair before sending it 3+ hours away to add to the backlog at the SC.

On several occasions, my insistence on this resulted in either our mobile tech being able to repair the issue, or get a concrete diagnosis so that parts were available when our trucks arrived.

This is less of an issue the closer you are to a SC, but I would say that remote/mobile diagnostics when possible should be their SOP, not something I have to insist on as a customer—for their own sake financially, and for the sake of customer convenience and time (money), which can make the difference between someone choosing to buy another one or something else (plenty of evidence of this in this very thread). It has saved them (and us) time, aggrevation, and money to have things that can be as diagnosed as possible before the appointment is scheduled.

Additionally, they should spend more time inspecting other aspects of the truck (a more thorough “courtesy inspection”) while they have them in their shops. We have had multiple trucks come back only to have to go right back down again either due to something caused or missed by the shop while fixing the items on the work order.

 

[captainjp]

Remote diagnostics (reading the logs ahead of time remotely), field technician diagnostics, customer description of issue (which can be compared against other similar concerns), and/or some combination of the three.

Obviously this doesn’t work in all circumstances, but some combination of the above can often get them in the ballpark if not fully apprised of what needs to be repaired. Why do you think they give the option to capture diagnostics for remote review?

They already do this to some extent, and when it works, it’s great—no waiting for parts, quicker turnaround, etc.—but often I have had to insist that they send the mobile tech out first to diagnose/repair before sending it 3+ hours away to add to the backlog at the SC.

On several occasions, my insistence on this resulted in either our mobile tech being able to repair the issue, or get a concrete diagnosis so that parts were available when our trucks arrived.

This is less of an issue the closer you are to a SC, but I would say that remote/mobile diagnostics when possible should be their SOP, not something I have to insist on as a customer—for their own sake financially, and for the sake of customer convenience and time (money), which can make the difference between someone choosing to buy another one or something else (plenty of evidence of this in this very thread). It has saved them (and us) time, aggrevation, and money to have things that can be as diagnosed as possible before the appointment is scheduled.

Additionally, they should spend more time inspecting other aspects of the truck (a more thorough “courtesy inspection”) while they have them in their shops. We have had multiple trucks come back only to have to go right back down again either due to something caused or missed by the shop while fixing the items on the work order.

That’s extremely shortsighted. Remote diagnostics will tell you what the problem is, not so much what parts you will need.

 

[captainjp]

On several occasions, my insistence on this resulted in either our mobile tech being able to repair the issue, or get a concrete diagnosis so that parts were available when our trucks arrived.

This is being a prudent owner and more owners should do the same.

 

[md2023]

I am sure there are service issues and I wish everyone who has had them better luck and service in the future. I have had great service (haven't needed much, my truck is great) at the Chelsea SC in MA. I am looking forward to the new centers in Canton and Hudson, NH.
Unlike the OP, this is the best service I have had with any car manufacturer, but I can not speak for the entire industry.

 

[iforbes]

I'm skipping like 6 pages...how's this thread still going?

Effective, inflammatory, clickbait title.

Plus everyone needs to make sure everyone else knows exactly how they feel and why they are right.

 

[captainjp]

Effective, inflammatory, clickbait title.

Plus everyone needs to make sure everyone else knows exactly how they feel and why they are right.

This is the way

 

[richguess]

If you want to be taken seriously, don’t quote what I didn’t say.

“In effect” was accurate. Learn some English. Nothing I said was against the spirit of the conversation. Basically, the thought was if you aren’t willing to put up with the problems Rivian presents, don’t get one.

 

[Acoustic71]

Apparently, you failed English. Quote marks indicate a direct quote, regardless of what came before them. Either way, my Rivian experience has been flawless. I'm sorry theirs sucked, but that’s life.

 

[Donald Stanfield]

“In effect” was accurate. Learn some English. Nothing I said was against the spirit of the conversation. Basically, the thought was if you aren’t willing to put up with the problems Rivian presents, don’t get one.

You don't use quotation marks to paraphrase or summarize. Quotation marks are only used for direct copies of statements others have made.

 

[onesoil]

That’s extremely shortsighted. Remote diagnostics will tell you what the problem is, not so much what parts you will need.

I'm not sure which thing you're saying is shortsighted. Were you saying that my suggestion that Rivian lean more heavily (and effectively) on remote/mobile diagnostics is shortsighted?

 

[onesoil]

This is being a prudent owner and more owners should do the same.

While I certainly agree that "prudent" owners are best served by advocating for themselves in whichever ways get the best outcomes, expecting all owners to be versed enough in Rivian's systems and policies and/or requiring their active participating in diagnostics/repair logistics seems unfair/unreasonable for the average consumer. Rivian also makes it fairly difficult to even do so—you have to jump through a lot of hoops to even speak to a Service Manager until you have their direct contact, which seems to vary a lot based on the SC and the particular manager.

At the end of the day, these are transportation devices for most owners, not hobbies—though of course they are to various extents a hobby for many on hear (myself included). While some enjoy this aspect of being an early adopter, otehrs just need a vehicle that works (and of course, many clearly have less problem-prone vehicles than the ones we currently own/lease, which is great!).

All I'm saying is that I think it would be be better for all of us if Rivian policy leaned more heavily on mobile repair/diagnostics first for vehicles outside of say, 50 miles of the SC. I also think more thorough post-repair checklists would help improve SC QC/QA.

 

[captainjp]

I'm not sure which thing you're saying is shortsighted. Were you saying that my suggestion that Rivian lean more heavily (and effectively) on remote/mobile diagnostics is shortsighted?

Remote and mobile are two separate things. A remote diagnosis will only get you so far. One failure could be caused by the failure of something else, and sometimes the only way of realizing this is an actual tear down inspection of the vehicle.

 

[onesoil]

I am sure there are service issues and I wish everyone who has had them better luck and service in the future. I have had great service (haven't needed much, my truck is great) at the Chelsea SC in MA. I am looking forward to the new centers in Canton and Hudson, NH.
Unlike the OP, this is the best service I have had with any car manufacturer, but I can not speak for the entire industry.

In spite of my lengthy critiques on this thread, I actually have mostly good things to say about the Chelsea, MA SC. I just wish I didn't need to be there with our trucks so often! I also think that Rivian could be doing a better job improving service logistics, internal communication, training, policy, etc.

While there have certainly been some issues (detailed extensively on prior posts), I have always found all staff to be friendly, understanding, and doing their best to get us the best outcomes. I've never run into a wall I can't work with/around, and ultimately, they have always made things right, even when there have been avoidable mistakes made.

I respect the fact that Chelsea has been way over capactiy for some time now, and under these conditions wait times, backlogs, and mistakes are all innevitable. I'm honestly more concerned with Rivian, given that we are on the brink of R2 and SC/mobile capacity doesn't seem to be scaling accordingly. I only have a geographically limited perspective, but I am surprised with how long it has taken them to scale service in the North East—especially given how many Rivians there seem to be (again

I too am very much excited for Canton and Hudson to open! I will definitely be going to Hudson moving forward, which will shave at least an hour and I won't miss Boston traffic maddness Hopefully Burlington will be announced soon, and rumor has it, they may be trying to open that one sometime next year (which I'll believe when I see).

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