GHuff
Well-Known Member
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- #1
I hate that it has come to this: venting my frustrations online. But I want this to be known. The Dallas Service Center has horrible customer communications. I have dropped my vehicle off twice for some minor repairs that were supposed to take one day. Both times, they assured me that they would call when the vehicle would be ready and give me updates, and they assured me that it would be ready later that same day. Both times, I never received any calls from Rivian. Both times I have had to call the silly main number to figure out what was going on. This is just not acceptable.
Prior to September 30th, I filed a few tickets for some minor fixes. Spoke with customer service on the phone about the issues, explained everything, and made an appointment to have these fixed at the Dallas Service Center.
September 29th: Dropped vehicle off in the morning. Was told it would be ready that day and that they would call with updates. I got Uber credits for the day instead of a loaner since it was supposed to be a same day fix. Great, not a problem. 4:30pm rolls around and still no word from Rivian. Called Rivian main number and explained what was going on. By the time Rivian main support got a hold of the Dallas center, it was 5:30pm and they were closed. Was told that they would call me in the morning. This sucks because now I have to change my evening plans and my morning workout because I don't have a car. I don't really want to uber to a workout class and back home at 6am.
September 30th: Talk with Rivian and they tell me they aren't able to fix anything and need to order parts. They explain that they were just diagnosing everything to see what needed to be fixed, which I found frustrating because I already did this via the phone with Rivian support. Everyone was under the impression that they would be fixing the vehicle on Septemeber 29th (same day fix), not just diagnosing it. I uber to work and back to the service center on September 30th on my own dime because the uber credits they gave me were only good for the previous day (About $80 in ubers on the 30th). I uber to the service center that evening to pick up my Rivian since they can't do anything. They tell me the parts should arrive in 2-3 days and I should be getting a call from them October 3rd-5th, and then I can bring it back in. I also express my frustrations with the whole situation and ask about getting reimbursed for my Ubers on the 30th. I was told they would look into it. Never heard anything from them.
So, basically, they kept my vehicle for two days without telling me and didn't do squat.
October 7th: Very late on Friday, I finally receive a call from Rivian that the parts are in and I schedule to drop off my vehicle on October 11th.
October 11th, today: I drop it off this morning. Goes pretty smoothly. I make sure to ask the guy if it will be ready later today, and he says yes. I also make sure to ask for him to call me with updates and when it will be ready. He assures me they will. Great, no loaner needed, just uber credits again. 4:30pm rolls around, still no word from Rivian. I just got off the phone (after waiting an hour) with rivian main support and explain that my car is at the service center and I'd like to pick up it after work. They can't get a hold of anyone at the Dallas shop....again. About 10 minutes after speaking with main support, the Dallas center calls me. They tell me that they got a message from support to give me a call. Ummm yeah, no crap. You were supposed to call me and still have my vehicle, I explain. They tell me that my vehicle will not be ready today, with no explanation as to why. I ask why they didn't call me to tell me that. I just get a simple "communication breakdown" apology. I ask when my vehicle might be ready--he has no idea. I ask him to go check with the service team and ask those guys. He says that he will look into it. No more details provided by him. Conversation ended with him saying that I can come pick up a loaner right now and they will call me (doubtful) when my vehicle is ready.
If you are keeping my vehicle overnight, don't you think you should tell me that--"yes". "well then, why didn't you?". No response.
So now I am about to take an uber 25 minutes out of the way to pick up a loaner for the time being. And will have to make another 50 minute round trip sometime this week to drop off the loaner and pick up my truck. That is, if they ever call me to tell me my vehicle is ready.
I simply can't believe the service center operates this way. If you have to keep a vehicle overnight when you weren't supposed to and the customer doesn't have a loaner, TELL THEM! It's simple. Just call the customer, like you promised. Give them updates. Especially if you're keeping the vehicle overnight. How hard is it to see that the car is still there at 4pm, 5pm? How do you leave work and not think, oh I should call that guy that dropped his vehicle off and it's still here. How hard is it to check on the 3 service appointments of the day and call the owners of the vehicles with updates?
Prior to September 30th, I filed a few tickets for some minor fixes. Spoke with customer service on the phone about the issues, explained everything, and made an appointment to have these fixed at the Dallas Service Center.
September 29th: Dropped vehicle off in the morning. Was told it would be ready that day and that they would call with updates. I got Uber credits for the day instead of a loaner since it was supposed to be a same day fix. Great, not a problem. 4:30pm rolls around and still no word from Rivian. Called Rivian main number and explained what was going on. By the time Rivian main support got a hold of the Dallas center, it was 5:30pm and they were closed. Was told that they would call me in the morning. This sucks because now I have to change my evening plans and my morning workout because I don't have a car. I don't really want to uber to a workout class and back home at 6am.
September 30th: Talk with Rivian and they tell me they aren't able to fix anything and need to order parts. They explain that they were just diagnosing everything to see what needed to be fixed, which I found frustrating because I already did this via the phone with Rivian support. Everyone was under the impression that they would be fixing the vehicle on Septemeber 29th (same day fix), not just diagnosing it. I uber to work and back to the service center on September 30th on my own dime because the uber credits they gave me were only good for the previous day (About $80 in ubers on the 30th). I uber to the service center that evening to pick up my Rivian since they can't do anything. They tell me the parts should arrive in 2-3 days and I should be getting a call from them October 3rd-5th, and then I can bring it back in. I also express my frustrations with the whole situation and ask about getting reimbursed for my Ubers on the 30th. I was told they would look into it. Never heard anything from them.
So, basically, they kept my vehicle for two days without telling me and didn't do squat.
October 7th: Very late on Friday, I finally receive a call from Rivian that the parts are in and I schedule to drop off my vehicle on October 11th.
October 11th, today: I drop it off this morning. Goes pretty smoothly. I make sure to ask the guy if it will be ready later today, and he says yes. I also make sure to ask for him to call me with updates and when it will be ready. He assures me they will. Great, no loaner needed, just uber credits again. 4:30pm rolls around, still no word from Rivian. I just got off the phone (after waiting an hour) with rivian main support and explain that my car is at the service center and I'd like to pick up it after work. They can't get a hold of anyone at the Dallas shop....again. About 10 minutes after speaking with main support, the Dallas center calls me. They tell me that they got a message from support to give me a call. Ummm yeah, no crap. You were supposed to call me and still have my vehicle, I explain. They tell me that my vehicle will not be ready today, with no explanation as to why. I ask why they didn't call me to tell me that. I just get a simple "communication breakdown" apology. I ask when my vehicle might be ready--he has no idea. I ask him to go check with the service team and ask those guys. He says that he will look into it. No more details provided by him. Conversation ended with him saying that I can come pick up a loaner right now and they will call me (doubtful) when my vehicle is ready.
If you are keeping my vehicle overnight, don't you think you should tell me that--"yes". "well then, why didn't you?". No response.
So now I am about to take an uber 25 minutes out of the way to pick up a loaner for the time being. And will have to make another 50 minute round trip sometime this week to drop off the loaner and pick up my truck. That is, if they ever call me to tell me my vehicle is ready.
I simply can't believe the service center operates this way. If you have to keep a vehicle overnight when you weren't supposed to and the customer doesn't have a loaner, TELL THEM! It's simple. Just call the customer, like you promised. Give them updates. Especially if you're keeping the vehicle overnight. How hard is it to see that the car is still there at 4pm, 5pm? How do you leave work and not think, oh I should call that guy that dropped his vehicle off and it's still here. How hard is it to check on the 3 service appointments of the day and call the owners of the vehicles with updates?
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