Disillusioned New R1T Owner

[jktaylor]

Never been on a forum before but I signed up because I need to find people who understand Rivian. Had the worst customer service experience of my life buying a Rivian, to the point that I wanted to give it back at the point of delivery and say Hell no, you guys absolutely suck, keep it!

Turns out we were too far down the road at that point so now I'm stuck with it. There isn't a single thing on it that has worked the way it was supposed to. I have had to do the re-set trick a couple of times (hold down the hazards button and the left steering wheel button). It doesn't do the number of miles it's supposed to. I cannot believe it doesn't come with a spare wheel. I'm from England where it's illegal to sell a car without a functioning spare wheel, I will never understand why they would do that.

They promised me an adapter, didn't deliver. They promised me it would be ready for pick up, drove 4 hours to pick up and it wasn't so they sent me home and promised me a set of rubber floor mats to "make it right" then they did't follow through. The first five times I got in to drive it I had go through the cycle of "Hello, let's set your mirrors, seat and steering wheel."

Fundamentally, I've never been more disappointed in a new car, I feel really let down. I am grateful for just about everything else in my life, I am working at being grateful for my Rivian, but honestly three days in it's still hard work.

I'm wondering if anyone had a good purchase experience? If you like your Rivian, how long did it take for you to like it?

Thanks.

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[mkg3]

Sorry to hear your experience. That said, recommend stepping back and examine the situation.

Today, the trend is to skip the spare tire in new cars. Instead, many provide with a can of flat repair inflator. I do not believe it is ilegal to sell a vehicle in UK without a spare. My English sports car does not have a spare and nor place for one. It's a 2026 model.

Almost no EV gets the EPA range. It's also highly dependent on your driving speed and topology. +/- 20% is not out of the question.

As for having to set your driver's position and mirrors, may be not saving and defining preferences correctly. If I am wrong on that, sorry. It just sounds like an user error.

The adapter (assume for DCFC charging) not being delivered is on them. Recommend talking to CS directly and explain the situation rather than dealing further with the SC.

Rivian is not perfect and has issues. However, some of the things you've experienced do sound like not being familiar with the vehicle and its operating system. These EVs are computers with wheels more than a simple mechanical devices.

 

[Dark-Fx]

First EV?

 

[jktaylor]

Thanks both. This is my 5th EV, by far the most complex. Each time I work through an issue it appears to be resolved and then somehow reoccurs so I have to reset everything a second time and then the fix holds. Hoping that's not just my vehicle.

My son lives in the UK and the required annual roadworthy inspection (The MOT) requires the presence of a spare tyre for the car to be deemed road worthy. I've had a spitfire, Austin Healy, and an MG over the years always had spares. Maybe when they sell to the US nowadays they don't have that spare. I guess it's like having to pay for your bags on the airplane, never used to have to do that and it kinda feels like it ought to be included.

Yes, been on with them a few times today chasing up my adapter and floor mats. So frustrating to pay so much and have to chase down every detail, I really felt like we would get better service. I'm sure in time I will learn to enjoy the truck. Should have titled my post "grumpy old man."

 

[NY_Rob]

Sorry for your experience @jktaylor, for the record my R1T was perfect from day one till I sold it almost 2 full years later. Never in the shop even once.

I hope it works out for you.... and welcome aboard

 

[rvnxyz001]

There is a spare, you just need to buy it.

Rivian is the only EV on the market with a spare.

https://gearshop.rivian.com/products/compact-spare-tire

 

[ceejaex]

There is a spare, you just need to buy it.

Rivian is the only EV on the market with a spare.

https://gearshop.rivian.com/products/compact-spare-tire

Maybe this is technically correct because stupid Ford stopped production on the Lightning, but my Lightning has a full sized spare.

@jktaylor the settings not sticking sounds like either user error OR something foundationally problematic.

I haven't had any issues with service (in again tomorrow for windshield replacement, suppose I could gripe about needing to go to Rivian for this service). But some of this is probably the trade off between the dealership experience (no thank you) and the online purchase and take delivery experience.

 

[jktaylor]

Thank you. So you have to go to Rivian for a replacement windshield? I can't use my local auto glass shop?

 

[dleepnw]

Sorry you had such a bad experience to start. Certainly sours the whole thing. However, I think the lack of spare tire and actual mileage is on you. If you did your research you'd know it doesn't come with a spare and the EPA ratings are not exactly what you get in the real world, especially when it comes to EVs. Keep bugging them about the adapter and floor mats if they promised it to you.

 

[Dark-Fx]

Thank you. So you have to go to Rivian for a replacement windshield? I can't use my local auto glass shop?

Local shop could replace the windshield, but the ADAS systems need to get recalibrated after. If you don't use it? Maybe not necessary.

 

[UnsungZero_OldTimeAdMan]

You probably did yourself a disservice not joining and learning sooner, to know what you are about to get yourself into.

Regardless of which car, ICE or otherwise, real world range results are highly dependent on how you drive and numerous factors (including temp, elevation and average speed). EPA-certified figures are only based on specific test cycle performed. The testing and reporting are done by each OEM on their own. Then sent to EPA for review and approval. Surprising that you say you've owned 5 EVs but isn't aware of this expected discrepancy between certified estimate and real-world results. Which tire option you choose matters too. I have seen people mistake the max range estimate for one particular tire/wheel package as the figure for all other packages.

As for windshield replacement, you can choose a Rivian Service Center, Rivian Certified collision repair center, or some Safelite locations. Rivian Service can handle everything including recalibration of cameras, but may turn you to a certified collision center to replace the glass. It depends on what your local Rivian Service advises. With Safelite, you're taking a gamble on quality of their workmanship (use forum search if you want to read experiences from those who chose it).

Most new cars sold do not include a spare. It's been like this for over a decade.

As for your other troubles... Don't know what to say. In 3 years, the only thing that has broken (and replaced under warranty) is the tailgate latch. And even while broken, I was still able to drive.

 

[rvnxyz001]

Most new cars sold do not include a spare. It's been like this for over a decade.

They should be "canceled"

 

[jktaylor]

Thanks!

 

[forestwalker]

Assuming there is a service center somewhere nearby (sounds like 4 hours, but likely worth the trip) I would recommend making an appt and including all the info youve mentioned to see if they can address any possible software issues, assist you in setting up user settings correctly and starting the experience from scratch. Also assuming it has warranty remaining, any true malfunctioning system/item should be covered. I have yet to pay for any repairs outside of a windshield reoplacement.

Hope you get it dialed in and move onto enjoying it soon!

 

[Yellow Buddy]

Never been on a forum before but I signed up because I need to find people who understand Rivian. Had the worst customer service experience of my life buying a Rivian, to the point that I wanted to give it back at the point of delivery and say Hell no, you guys absolutely suck, keep it!

Turns out we were too far down the road at that point so now I'm stuck with it. There isn't a single thing on it that has worked the way it was supposed to. I have had to do the re-set trick a couple of times (hold down the hazards button and the left steering wheel button). It doesn't do the number of miles it's supposed to. I cannot believe it doesn't come with a spare wheel. I'm from England where it's illegal to sell a car without a functioning spare wheel, I will never understand why they would do that.

They promised me an adapter, didn't deliver. They promised me it would be ready for pick up, drove 4 hours to pick up and it wasn't so they sent me home and promised me a set of rubber floor mats to "make it right" then they did't follow through. The first five times I got in to drive it I had go through the cycle of "Hello, let's set your mirrors, seat and steering wheel."

Fundamentally, I've never been more disappointed in a new car, I feel really let down. I am grateful for just about everything else in my life, I am working at being grateful for my Rivian, but honestly three days in it's still hard work.

I'm wondering if anyone had a good purchase experience? If you like your Rivian, how long did it take for you to like it?

Thanks.

I had a good experience. My guide spent an hour with me making sure my car was set up properly, but that was early days and they delivered the car to my door. While that has changed, my local Rivian center still spends time with the customers during delivery. I've seen them walking through the setup to make sure the owner is comfortable.

As for promises, in my state we need to sign a document saying nothing is owed to us still. That's where things like follow up repairs, promised items would be entered and would be signed during the delivery process. I'm not sure if CA has the same, but unfortunately most will only follow through if it's on that form.

As for the R1, there are a lot of disappointments compared to the hype but overall it's a genuinely good vehicle that is plagued by a multitude of issues, some from QC, some from engineering design, some from rushed software development, and all exasperated by inconsistent customer service.

I hope your experience only improves from here.

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