Disappointing Service

[Slatesride]

Wow!
Why so sensitive?
Just expressing where I think Rivian Service fell short. No information verbally or in service paperwork of what they found, what they did, and the specifics/measurements of how found and how it was corrected. Info was, it is now at proper torque. The washer fluid is just a courtesy thing. Complete fluid checks and refill/replacement (might have to pay for fluids if signicantly low) of oil, coolant, washer fluid and trans fluids were all part of a service visit with my GMC, BMW, Acura and VW. As far as I know R1T has one fluid to check/refill the washer fluid. So, all of you that said it was simple/cheap are right, so why didn’t Rivian check and refill? It is cheap and easy. And it was the Service advisor on the phone that said he could send the mobile service out. OK’d it. Set a date then found out in email it was $40. Now I have cancelled.
I‘m sure the sensitive comments will accelerate faster then my R1T. Haha!

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[portdirect]

Wow!
Why so sensitive?
Just expressing where I think Rivian Service fell short. No information verbally or in service paperwork of what they found, what they did, and the specifics/measurements of how found and how it was corrected. Info was, it is now at proper torque. The washer fluid is just a courtesy thing. Complete fluid checks and refill/replacement (might have to pay for fluids if signicantly low) of oil, coolant, washer fluid and trans fluids were all part of a service visit with my GMC, BMW, Acura and VW. As far as I know R1T has one fluid to check/refill the washer fluid. So, all of you that said it was simple/cheap are right, so why didn’t Rivian check and refill? It is cheap and easy. And it was the Service advisor on the phone that said he could send the mobile service out. OK’d it. Set a date then found out in email it was $40. Now I have cancelled.
I‘m sure the sensitive comments will accelerate faster then my R1T. Haha!

The experience you describe seems perfectly reasonable to me, and please believe me when I say I’m no fan of how Rivian service behaves on occasion. However, there’s a line between folks who have genuinely been mistreated or received a sub-par level of service and those who sound whiny or self-entitled.

To be honest, your post makes it difficult not to categorize your complaint as the latter. It appears you’re actively seeking issues with the service received, which, as far as I understand, involved the following:

• Rivian proactively reached out, requesting you bring your vehicle in to ensure the bolts were properly torqued.

• You brought your vehicle in, and they ensured the bolts were at the correct torque.

• You were upset that they did not specifically tell you if the bolts were initially not at the proper torque.

Unless the bolts were clearly loose, it would be difficult for the technician to detect minor differences without loosening and retightening—something that is time-consuming and could introduce issues. Typically, technicians will just use a torque wrench to verify bolts meet the specified torque settings.

Shortly afterward, you were also upset that the “windscreen wash low” light came on. To be fair, I don’t know whether “right after service” means one minute or one week, but frankly, it’s somewhat immaterial.

You contacted Rivian, who agreed to send someone out to refill your wiper fluid. You then became upset upon learning through email that, although the fluid itself was inexpensive, there was a $40 charge associated with having a person drive out to you and pour it into the user facing receptacle and then driving back to the office. You subsequently canceled this appointment.

You then took to the internet to express dissatisfaction about your experience, seemingly seeking sympathy—but when you found none, you accused those responding of being sensitive.

If you’re trolling, hats off to you, sir—well done. If not, I’d suggest some introspection.

 

[DuoRivian]

Definitely an entitled whiner. They did the courtesy torquing and did not need to give you the figures because they would have tightened to the correct number. As for the washer fluid - do it yourself for god sake.

 

[No_Name5330]

Sir, would you like a massage and some grapes while we fill up the washer fluid?

 

[Slatesride]

Not a pro-active service, more a safety recall.
I want the information on their corrective procedures and measurements for future reference.
Not difficult to loosen up and torque back.
Washer fluid refill is a courtesy and I think Rivian should provide this courtesy with any service.
Other dealers do.
Service advisor offered the Mobile service.
So if I hit that open nerve causing you to want to attack me, I am sorry and next time you take your Rivian in for service I will hope you all are satisfied with subpar.

 

[No_Name5330]

Not a pro-active service, more a safety recall.
I want the information on their corrective procedures and measurements for future reference.
Not difficult to loosen up and torque back.
Washer fluid refill is a courtesy and I think Rivian should provide this courtesy with any service.
Other dealers do.
Service advisor offered the Mobile service.
So if I hit that open nerve causing you to want to attack me, I am sorry and next time you take your Rivian in for service I will hope you all are satisfied with subpar.

Didn’t they do what they told you they were going to do? If they did what they said then that sounds like they did what anybody would expect them to do.
If it’s such a big deal that they fill your fluid than maybe next time add it to the ticket so you don’t have to open the frunk and pop the hatch without somebody holding your hand every step of the way…

 

[Killer95Stang]

I received a call on Monday which scheduled me for a proactive battery replacement and hub bolt check. My appointment was only four days after the call at Eastvale. They were really nice as usual, the bathroom was clean and the free coffee was hot. Took a total of 1-1/2 hours while I waited in the lobby. My receipt said the following.

- 12v battery replaced
- hub bolts checked on all four corners for proper torque and marked for position.
- curtesy inspection completed, all four tires raised to 48 psi from 45 cold.

I looked under the car and all hub bolts are marked with a paint pen. My tires are now at 48 psi and everything else works.

I was actually glad they didn't add wiper fluid because I use Krystal Klar and like it better.

Personally, I think Eastvale knocked it out of the park today. They are definitely getting better at service.

 

[Gopher-TarHeel]

I'm with Slatesride on this one. My BMW X3, which cost far less than my RS1, ALWAYS got white glove treatment at the dealership. And yes, they topped off the windshield washer fluid. Of course, it is easy to do yourself, but for a vehicle costing 6 figures, having the SC fill up the least expensive fluid in the vehicle seems like a low cost marketing opportunity for Rivian. Likewise, there is no excuse for not providing customers with all the details of a service appointment.

 

[NoICE]

The service center in Caledonia, MI (Grand Rapids) is exceptional. Excellent communication and sincere effort to get your vehicle fixed the first time. Their only limitation is the centralized scheduling system used by Rivian. I'd rather work directly with the service team than get these phone calls...."please wait while we connect you to a Rivian...." I suspect Normal, IL wants a central repository of all service issues, but do that on the back end, not the front end.

 

[Riv-Razo]

I understand that Rivian is still an emerging company, but good vehicle repair and customer service has been a requirement for dealerships for decades, so there's no excuse. I'm not one to complain without trying to correct the problem or give feedback. Does anyone know the Service centre email or a manager to contact? I'm located in central coast California

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