Escalating service request? Advice Please!!

[COdogman]

This is the process for manually opening the hood to disconnect the 12v:

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[Dark-Fx]

This is the process for manually opening the hood to disconnect the 12v:

I like the fireman's method better.

 

[vlocci]

After this level of drama so far, burning to the ground doesn’t seem Like a bad outcome if it wasn’t parked next to the garage. We do have marshmallows!

 

[VandalSibs]

Those would be some uniquely-flavored marshmallows for sure.

 

[vlocci]

Small update: Got a welcome text from Rivisnn that a tow truck would be arriving within 60 minutes at 7 o’clock this morning. They told me I needed to meet the driver to both provide the keys and document the pick up. I’ve spoken with Rivian several times since and kept getting the “I just spoke with the driver who will be there in 60 minutes excuse”. Here are 5 PM and no tow truck and to make matters even worse the yard is closed for the night.

On a positive note at some point in the middle of the night, the truck began opening and closing the front trunk and rolling down the windows. Seizing the opportunity at least I was able to get our stuff out from inside.
Super annoying day!

let’s see what drama tomorrow brings.

 

[Greg Chick]

Is the issue of the local unapproved towing services that they do not know how to release the wheels to allow the truck to be pulled onto a flatbed truck? Or something else?

 

[HaveBlue]

Is the issue of the local unapproved towing services that they do not know how to release the wheels to allow the truck to be pulled onto a flatbed truck? Or something else?

Rivian sent out a flat bed when a motor sensor got confused on mine. He starred with a lost look at the car for a while when I handed him the card. That was an obvious cue to educate him on how to enter, start and drive it. Point being, it can just be an ordinary tow service.

 

[Greg Chick]

I hate it when I go to an expert for service and need to assist them...I am being kind in my words too.

 

[ham]

All,

First off thanks for so many suggestions and for some DM's.

Been a hectic day with a highlight of riding a kids bike 12 miles (I'm 6'4" so this is a sight to see) to get to a car rental agency only to be turned away as Rivian refused to pick up the rental Expense (after booking it for me!)

Many many phone calls riddled with misinformation as one hand was not talking to the other and I’m now in a loaner ford. Took 2 hours of calls to make that happen but I’m grateful Rivian ultimately stepped up

As to the vehicle, it seems like the earliest they can tow. It may be September 6. I’ve since found an option that can get it to the service center quicker using a local tow company and I’m awaiting Rivian‘s approval.

Perfect storm is a good way of describing this debacle, especially as we’re seeing the remnants of hurricane erin just coming through

For now, I’m grateful to at least have a rental car

As expected, I’ve lost some additional confidence in the vehicle and I’m seriously considering going the lemon law route given I’m still within the window for Massachusetts. If anyone has successfully navigated that in Massachusetts, I’d love to talk to them.

Back to waiting for a local locksmith who thinks he may be able to at least get a window or door open so we can get our stuff out

The goal of most parents seems to be unforgettable family vacations, and I’ve clearly ticked the box with this one

Many thanks for the support and the kind words from all of you. I do hope this gets resolved quickly and I’ll gladly provide an update.

I lemoned mine in CA the laws pretty cut and dry also very consumer friendly. Reach out to lawyers who have dealt with Rivian lemons in mass and they’ll file the lawsuit before you know it. In CA I got every cent I paid on the vehicle back. Entire process takes like 6 months

In CA So for example your car shitting out on you doesn’t necessarily indicate a lemon. A couple scenarios where you’d qualify vehicle was in SC 4 times for the same issue and they failed to fix it or vehicle has been in the SC for a total of 30 days for various issues

 

[vlocci]

Small update, as I've gotten a few direct messages. Thank you all for your assistance and support!

Rivian managed to get things towed from the house using a tow provider of their choosing. This was another comedy of errors as they showed up with an old-school towtruck, lifted the front wheels and proceeded to try towing things before realizing this is an AWD vehicle. I wasn't home when this happened (No notice from the tow co) but watched it on the camera covering the driveway after the fact.

I raced home after a camera alert and did manage to talk with the driver, who then proceeded to install these hokey temporary wheels under the rear of the R1T so they could flat tow the vehicle. He made it about 20 feet down my 1/2 mile gravel driveway before one set of wheels slipped off. Rinse and repeat a time or two and he finally managed to get things tied down and hauled away. IN the process he dug a huge furrow down the driveway and dinged a gatepost but in the grand scheme of things it could have been worse. The vehicle is now at a local tow yard in preparation to getting towed to the Chelsea location for repairs this week. It is behind a fence so I hope there is no damage from the rest of the tow.

In their defense, Rivian did manage to get me into a local rental vehicle so I'm no longer going grocery shopping peddling my kid's bike while on vacation. I need to return it on Sept 2, which will likely coincide with my broken R1T arriving at service so I'll unfortunately be car-less and will need to rent something at my own expense. frustrating!

Thanks to some spectacular members, I've been put in touch with the manager for the Chelsea location who has been open to discussing my situation as soon as the vehicle arrives. More than fair and he seems like a straight shooter solely based on the speed of his response.

In parallel, I've reached out to Rivian to start a buyback conversation and have done the same under the MA Lemon Law. I meet the Lemon Law requirements in MA, so this service visit will be the "last attempt" required by law to rectify my litany of problems. (pack failure, suspension failure, brake failure, steering failure, burning smells, etc)

To be blunt, I really like this car when it works and would welcome keeping it if I had some level of confidence restored. This is the car my wife hauls our kids around in so after this most recent severe breakdown I can't let my family loose in this vehicle in good conscience.

Having kids trapped in the rear seats when all power failed was alarming. The burning smell from the vehicle was significant enough to have the local volunteer Fire Department urging us to haul the vehicle away from the house. Worst yet having the telephone support ask "is the vehicle in a garage near anything flammable?" and "it likely won't catch anything on fire" not exactly the level of customer service I expect from a group who holds themselves out as a luxury vehicle.

Next update (if anyone is interested) when service has a chance to dig in and offer an analysis. Likely next week absent some other comedic mishap.

If anyone has been through a MA buyback, or have a first hand MA lemon law attorney suggestion, I'm all ears and would welcome a chance to talk. Just want to get my situation in order should it come to that.

Thanks for allowing me to vent......

 

[R1Sezejay]

Im sorry this happened to you and ruined your vacation.

 

[McLovin]

who then proceeded to install these hokey temporary wheels

As a parent of a Hokie, I am offended by the inference that it is "less than ideal"...

(Sorry, couldn't resist...)

 

[vlocci]

McLovin, I had no idea those tow truck training wheels were designed at Virginia Tech. Who knew!

 

[Green Mean Machine]

OP if you have another car with cables you can open the truck. Go to your hitch and you will see a little plastic cover on the right side. Take it off and connect the jump wires to another battery or vehicle. This will give you enough juice to open the doors or frank. Let the vehicle run for a while if it does not open right away and be quick to open doors etc.

How I know this works...Stuck dead in my garage 2 times with my house keys and wallet inside! Replace 12v batteries 2 times and one the HP main battery.

 

[JetFalcon]

You can try bring in a "escalation procedure manual" and hope they will talk to their regional manager. But most of them won't, I noticed in the arcade & service center world, front line workers avoid the regional manager at all cost.

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