A Beautiful Disaster — Rivian Is Not Ready for Prime Time

[Ecupip]

I don’t defend the brand, but coming to a forum to complain over and over again about service isn’t going to help you or others.

My recommendation to you and others frustrated with service, sell it. Purchase something that is reliable and more mature as a brand.

100k, 100k, I have big balls 100k. I'll bet when you were a kid you got your ass beat every day. 100k

He's late to the party. Will Smith said everyone had them in the '90s.

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[2kwik4u]

These posts crack me up. Rivian service is head and shoulders about any other brand I've used. I've had cars that run the gauntlet in quality and price. Bought a brand new Focus in '12 for $19k. Bought a gently used Audi for $60k. Try to even get an app interface experience with a legacy brand, much less a phone call back at any level. Rivian service is backed up due to a ton of people complaining about "less than Lexus level body panel gaps" and "minor squeaking in interior panels". There seems to be this expectation around Rivian that the vehicles should be perfect and fixed immediately, because you paid mid-high end prices. You didn't buy a Ferrari, or Bentley with concierge level service. We bought a vehicle from a tech startup that happens to make trucks/suvs. It's all the issues of a first year vehicle, combined with all the issues of a tech startup, combined with all the issues of a new software company, combined with all the issues of launching on a national scale.

IMO Rivian service is head and shoulders above the competition.

To be clear; I hate my truck. Like with the passion of a thousand suns. PAAK, Digital vents, clunky suspension, body panels that don't fit right, and driveline clunkier than my old S10 have all lead to an abysmal existence in a vehicle I was really excited for. I really wanted to love this truck, but every single touch point I have with it, on a daily basis leads me to hate it more and more. So much to the point I'm considering trading early for something else, as this was clearly a mistake.

The service team, and that part of the experience has been a shining star amongst their peers though.

 

[McLovin]

Not trying to dump on the OP, but lets be honest: Rivian is a new company. Yes, they've been 'around' for decades, but as far as real-world production and maintenance, they've been in the business less than 5 years. Anyone who goes into this purchase thinking the experience will be anything but trying at times is delusional.

I researched my R1T for 2 years before making the purchase, and only after leasing made it to Virginia. I didn't want to possibly be 'stuck' with a vehicle if things went horribly wrong, and with leasing, at least with a lease there was an exit strategy. I saw all the posts about service wait times, 12v battery issues, PTC issues, no Car Play (OMG!!!!), etc., and still decided I wanted the vehicle.

If it spent 100 days in service, I was prepared. If I had $90k brick, so be it. That was a risk I was willing to accept for taking a chance on a company I wanted to believe in.

So far, my experience has been nothing like the OP's: 9k miles in and the truck has performed flawlessly. Only 1 service visit (for PTC v1.5 install and my rear passenger door handle acting like Flipper). They were professional, attentive, and timely. I was given a Quad R1T as a loaner, which was great (initially it was supposed to be an Enterprise loaner), and they got everything done in under the estimated time (was 1 week, finished in 5 days).

Yes, I did have to wait over a month for my appointment, but there were no pressing issues, and I found a workaround for the door handle issue to tie me over. As a comparison, our local Audi service has a 2 week wait for oil changes, and I had to wait for ~ 2 months for a recent tire recall.

All in all, I'm a happy customer, and will almost certainly get another R1T when my lease runs out. Have I drank the Kool-aid? Maybe...but right now it really is a refreshing drink...

 

[Electrified Outdoors]

Good question... the car went in on April 3, and its been "fixed" since April 16, but as you read, my advisor has yet to call me to say "hi" even... my only update came via the App, but the app referred not to the issue in the video but to a clapping sound, which also occurs at low speeds. According to that person they were unaware of the video and Rivian decided to do a re-calibration of the regen system and thats it! So obviously, im concerned because I don't know for sure that they fixed the issue...

Ok, the comms can definitely be an issue. Were you able to confirm if it’s fixed or not? Is it possible it’s fixed?

Im with you on frustration. Our R1S is waiting on a replacement door. We were told to expect it to take about 3 months. Rivian is providing a loaner but it’s still frustrating to own a new, expensive, and otherwise awesome vehicle that is down for significant time anytime it needs service or repair.

I honestly feel bad for the service center staff. Those folks are awesome and they want Rivian to succeed but are overwhelmed.

The leadership at Rivian has to figure out a way to address the long service wait times and parts supply issues. Understanding that with the current tariff policies this may get worse before it gets better.

 

[md2023]

My R1T has been great. Easily the best vehicle I have ever owned. One minor issue was resolved without problem and Chelsea SC has been great. Sorry OP (and some others) didn't have a similar experience. Looking forward to adding an R3.

 

[Dark-Fx]

I think it’s worth considering that your perceptions of being mocked, disrespected, unheard, and disregarded may not be the result of intent by Rivian employees but really an assumption on your part that there are no benign reasons for being treated this way.

OP probably thinks we're all Rivian employees here to mock him.

mock.

 

[Weber462]

Whats with all the bolding? Is that a thing now?

 

[michaelcasto]

Rating: 0/5

I regret ever trusting Rivian. My experience has been nothing short of infuriating—and if anyone at corporate is paying attention, this should deeply concern you. Your vehicles may be innovative, but your service—especially at the Miami Service Center—is a complete embarrassment.

My Rivian has been plagued with constant issues. It’s unreliable, buggy, and far from the premium product it’s marketed to be. But what’s even worse is the way your service team handles these problems: with politeness masking total incompetence. They are inept at best. No accountability. No follow-through. No communication.

Most recently, my vehicle was in for service—again—and I waited over six days without a single update. Nothing. I only found out the car was ready because the app changed status. That’s how I found out. Not a call. Not a message. Nothing from your staff. That level of disregard is unacceptable.

I’ve been treated with condescension and brushed off like my time, money, and trust mean nothing. I feel mocked. It’s exhausting, it’s insulting, and it’s clear no one at the Miami center is actually empowered—or trained—to deliver the kind of service Rivian promises.

To anyone considering a Rivian: don’t be fooled by the glossy marketing. This company isn’t ready. Not for your money, not for your trust, and certainly not for scale.

Rivian corporate: you should be alarmed by how many customers are quietly losing faith. If you want to survive, fix your service centers—especially Miami. I didn’t buy a $100,000+ vehicle to feel disrespected, unheard, and stranded.

Do better. Fast.

 

[Donald Stanfield]

100k, 100k, I have big balls 100k. I'll bet when you were a kid you got your ass beat every day. 100k

People don’t seem to realize that emphasizing how much you paid for your car to other people who also spent the same amount doesn’t have the effect OP thinks it does. If 100k was a massive price hurdle for you then you shouldn’t have spent this much on a vehicle.

My dad's URUS went to the shop after 3 weeks of ownership for a left headlight failure. It sat there for well over a month, during which they called once (after more than a week in) to say they had to order a new headlight from Italy which will take another week or so. Three weeks later, they called saying the car is 'ready' and asked to schedule a delivery. Then, it took them another 5-6 days to delivery it back to his house. During that time, he had an Audi Q8 (V6 engine) as a loaner. Mind you, that's a ~$350K vehicle.

And if you dad acted the way OP is about it Lamborghini would have laughed at him.

 

[Dark-Fx]

I’ve asked Rivian twice, directly and through the appropriate channels

It's actually really easy to start the process, and this is the appropriate channel. You don't ask the manufacturer to buy the vehicle back, you tell them.

https://bbbprograms.org/programs/all-programs/bbb-autoline

 

[SDH]

Curious, how much did you pay for your Rivian?

 

[DynamoLA]

We just bought an Audi Q6 etron (sold the Model Y), and within a week the car was constantly beeping, flashing warnings, etc. We’ve had to wait a couple of weeks while a faulty camera gets shipped, and now it will take “a few days” for them to replace and recalibrate. Oh, and they don’t have any loaner cars.

Stuff happens.

(I assume this is the thread where we exchange car repair anecdotes?)

 

[Dark-Fx]

Curious, how much did you pay for your Rivian?

It might be helpful to re-state it as a quantity of eggs.

 

[SoCal Rob]

OP probably thinks we're all Rivian employees here to mock him.

mock.

I truly laughed out loud at the, “mock.”

 

[Rizzian]

The Service Centers can't keep up with the demand. I've had fairly pleasant experiences up until my most recent visit, although I'd prefer not having to make the 300 mile round-trip drive every time Rivian decides they want to fix something. I also noticed that the "planned" SC for NE florida/Jacksonville is no longer on Rivian's map, so that is disappointing.

RivianTrackr - Do you think we can get a copy of Rivian's SC map on your website that allows owners to rate and comment?

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