First Experience with Mobile Service

[2kwik4u]

Had my first experience with mobile service today. Had the recall/proactive 12V battery replacement scheduled. While I had him here I asked about a few other small issues. He checked those out, made notes, and found that my front fascia panel (that has never quite been right) has some weird tab issue, they getting a new one painted and prepped for replacement. Also I have HATED the vents in the truck ever since I got it. I had him look at them and was able to replicate the super wonky behavior. He verified they didn't work as intended and something was wrong with them. New pieces are on order at this point and they're going to schedule a service center visit to address both of those issues.

In general from the time he showed up to the time he left, he was cordial and polite. He listened and addressed every concern I had, and was generally a pleasure to deal with. Shout out to Niagara Falls service center for sending someone out within about a week of asking, and at a day/time that worked well for me.

I can 100% see why these trucks have crap consumer reports reliability ratings. Truck shouldn't have these issues at 10k miles. I can also see why customer satisfaction is through the roof. This was hands down the easiest and simplest service visit I've had in the 25+yrs of vehicle ownership. They're being proactive, communicative, an just generally easy to work with. If nothing else, they've made the process of giving them money and keeping the customer happy at least somewhat streamlined.

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[2kwik4u]

Welp, spoke too soon. Went to drive to dinner and the trucks broken. Can't shift into any gear. Steering wheel buttons are completely unresponsive. Stereo isn't working, shows a track playing, but no sound. Can't change drive modes. Everything else seems to be working though.

(2) hard resets and (2) soft resets have no affect.

Mobile service will be back on Friday, maybe sooner. Maybe they'll tow it, they say they'll know more in the morning when the service centers open back up.

 

[2kwik4u]

Again, with the spoke too soon problem.

Truck is completely bricked now. Wont' respond to fob/app/card. Couldn't get in last night at all, so Rivian sent a tow truck out to unlock it (airbag in passenger door to slip in long metal rod to pull door handle) so I could at least get my wallet out to drive my wifes' car into the office this morning.

Alarm didn't go off, lights didn't come on. Thing is completely dead.

At this point I'm going to go on a little rant, bear with me. WTF does everything have to be electronic. It's neat, but there's far more sizzle than steak here. Case in point, I can't get to my office keys in the console because the latch is electronic. Why in the exact fork does that need to be electric at any level? You can't tell me there is some mystical reason that they're going to do something cool or useful with that. It's over complication for the sake of it, and no real value add. Same with the trunk release, bed latch, and gear tunnel latches. It's an overly complex system for no real value add that I can find. Party tricks are neat until stuff breaks.

The upside is that Rivian has already, proactively, reached out to me this morning about getting it resolved. Mobile tech that was there yesterday has an opening this afternoon and is going to swing by and see if he can diagnose and repair. At least they have that going for them at this point.

 

[Redline]

I'm going to guess he didn't do something correctly with the changing of the 12v.

 

[2kwik4u]

I'm going to guess he didn't do something correctly with the changing of the 12v.

I tend to agree.

Rivian service (on the phone, I forgot her name) mentioned that the update doesn't show complete on their end until 3/18. Tech visited early on 3/19. I'm wondering if the truck needed a sleep/wake cycle to complete the update, and the tech yoinked the battery while one of the modules was still waiting for that cycle.

Same guy that did the 12V replacement is headed out again this afternoon to look at it. We'll see what happens.

 

[Redline]

I tend to agree.

Rivian service (on the phone, I forgot her name) mentioned that the update doesn't show complete on their end until 3/18. Tech visited early on 3/19. I'm wondering if the truck needed a sleep/wake cycle to complete the update, and the tech yoinked the battery while one of the modules was still waiting for that cycle.

Same guy that did the 12V replacement is headed out again this afternoon to look at it. We'll see what happens.

When they did mine, it did take him some time to update my vehicle after he changed out the battery. He actually had to call in to double check.

 

[2kwik4u]

When they did mine, it did take him some time to update my vehicle after he changed out the battery. He actually had to call in to double check.

You nailed it.

Service tech just left the house. Here's his response:

Looks like the main battery stopped supporting the new battery randomly. This is due to a calibration not completed after replacement of the battery. I replaced the battery performed the proper calibrations let vehicle sleep then tried again. All seems to be working normally now!

 

[Redline]

You nailed it.

Service tech just left the house. Here's his response:

There we go! Glad its fixed.

 

[Erik+]

Glad it was made right and corrected quickly for you.

 

[2kwik4u]

Glad it was made right and corrected quickly for you.

At 10k miles in on an $85k truck, it really shouldn't have these kinds of issues.

With that said, I have ZERO room to complain about how it was handled. Proactive, communicative, and friendly service. Was also fixed rapidly and with little impact to my daily routine. Probably one of the best experiences with customer service, of any company, in quite some time.

 

[Hamza mg]

It sounds like the mobile service was a breath of fresh air—quick, friendly, and really on top of things.

 

[Redline]

At 10k miles in on an $85k truck, it really shouldn't have these kinds of issues.

With that said, I have ZERO room to complain about how it was handled. Proactive, communicative, and friendly service. Was also fixed rapidly and with little impact to my daily routine. Probably one of the best experiences with customer service, of any company, in quite some time.

We’re still beta testers at this point.

I mean look at how much you pay for many super cars that have major issues before 10k. I don’t think price really matters.

Either way, glad you’re back at it!

 

[56huck]

I’ve always had a very good experience with the Rivian mobile service. They proactively replaced my 12v battery and did the calibration with no issues and a really friendly service tech. My only concern is if/when the 12v dies, it can’t be replaced by anyone but Rivian. That could be a problem, especially if traveling far away from a service center.

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