New owner - Rivian work order language, not making me comfortable

[PowerFactor]

So I picked up my pretty blue R1S on May 2, really do like it, but a week later the heat pump seems to have eaten itself. (thermal system error, crunching sound when I try to turn on the a/c) More on that when that adventure is done. But for now, I used the app to schedule a service appointment, was going to be a few weeks which was fine since we were about to head out of town for a bit and not take the car. But a few days ago, I got a document to electronically sign, a work order. If I read it right, it says I will have to pay $115 for diagnostic services and that by signing it, Rivian is allowed to, without further notice, charge my card. Nowhere does it seem to imply that if it's determined to be a warranty thing there's no charge.

So I get that they are covering themselves, and that they reserve the right to charge me if it comes out that the problem happened because of something I did. I don't know, it's just weird. I did call the support number and they assured me that if there were to be any charge, there'd be a discussion about it first. It reminds me of the waiver I had to sign before getting a test ride, that any pictures they took would be their property forever and ever, etc. When I pushed them on that, they said that it was the same form they used for their events when they would be taking pictures and that no, I would not be photographed for taking a test drive.

I want to give their lawyer(s) a big dope slap... Anyway, please tell me to calm down and look at the bright side. Copilot said that Tesla does this too.

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[Donald Stanfield]

I've had invoices list an amount, but they didn't charge me. Rivian has been doing that since I became an owner in 2022. I think their system spits out prices automatically.

 

[jackfu]

Tesla does the same thing

 

[UnsungZero_OldTimeAdMan]

If covered you pay nothing. Get used to it. This is how it’s done and not just at Rivian. Common with dealerships of other brands. Nothing burger and not the first to ask about it.

 

[Hereforthesnacks]

If it’s a warranty issue, you will not have to pay the diagnostic fee. Don’t pay attention to the usual suspects on this forum who would rather spit snark than helpful input.

 

[SwampNut]

it's just weird.

It is, but fortunately I've never had to pay for any of the many repairs. I asked them about it the first time when they gave me an estimate; it was clear that many people get confused by this. I've never had any other car dealer do this.

 

[Proxy]

Hyundai is holding $230 currently on my credit card for a diagnostic fee in case my kid’s EV getting stuck in neutral is not a warranty issue. Also, they will have it 5 days before they can look it. The lowest common denominators of the world causes all of us to suffer.

 

[SwampNut]

Well, at least Rivian doesn't ask for payment info first. Neither has any other dealer I've used in the past.

 

[R1TCntrlMaIzzy]

Well, at least Rivian doesn't ask for payment info first. Neither has any other dealer I've used in the past.

Well, In theory Riv already has the CC info of most Riv owners, even if they are not placing a hold for the estimated repair fees.

 

[PowerFactor]

Thanks for all the replies. I know I'm whining a bit. We are all used to accepting without reading those 50 page user license agreements so that we can use somebody's silly software or service. And if Rivian really did start charging diagnostic fees for true warranty issues, there would be quite an outcry.

 

[UnsungZero_OldTimeAdMan]

It’s not about being desensitized and not reading. It’s about understanding how things are done outside of what is visible to you and not jumping to conclusions and freaking out over experiences that are new to you. Most dealerships and even independent shops use a business management software that includes a catalog of services. Each service item is associated with estimated units of labor and cost. Estimated are put together using the catalog to document and provide visibility of potential costs. This way the customer isn’t in the dark before agreeing to proceed. Once agreed and work progress towards completion, any developments that require adjustments to the estimate will be made and communicated; up or down. In case of full warranty coverage, it’s zeroed out in final invoice. What you are shown upfront is a work order documenting/previewing scope of work. A work order is not an invoice/bill.

If this work order unsettled you, wait till you see out-of-warranty repair costs; including collision repair.

 

[Oldsmobile_Mike]

Well, at least Rivian doesn't ask for payment info first. Neither has any other dealer I've used in the past.

They already have your card on file (assuming you have one linked to your Rivian account, e.g.: for fast charging).

It's been a while but I don't recall ever having to put my card in for anything (even gear shop purchases). It's just "card on file".

 

[Rivianero]

While this is commonplace and boilerplate, I agree with the IP that this wording is entirely one-sided and disrespectful of Rivian owners.. There is exactly one place we can take our vehicles for warranty repair work. After you have made the big leap of faith and invested thousands an a new company and awesome vehicle (which is nonetheless has statistically low reliability), Rivian uses this wording to make it entirely clear that you are at their mercy.

I don't care if it is common practice. Simply not acceptable behavior.

FWIW,I have.had warranty repairs that failed 2 weeks later, took my R1T back in and they would not cover it again so they did charge me the diagnostic fee (I declined their second attempt to fix it on my.dime and did it myself for pennies).

 

[frostpine_82]

I just experienced this today regarding my hvac issue (at a certain temp, my truck makes a puddle of water, and my driver side floor is wet) and I got the diagnostic fee charges (times two!), I almost panicked because my previous work orders were already 0 without diagnosing, but also the work order had no technician initials so it might have been done automatically.

until i remembered that someone told me the work estimate is a "worst-case scenario" type of thing. i can come back and report on how it'll go, but I am at least very sure that this issue is covered under warranty and that my final cost will be $0.

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