cohall
Well-Known Member
- Thread starter
- #1
We tend to get a lot of fly-by complaints about Rivian service around here, so I thought I would take a minute to highlight the exceptional service experience I just had. This is not a post to discount those who have bad service encounters, but rather to recognize when things go perfectly.
I received the dreaded "Service 12v Battery Soon" warning as I was driving up to the mountains on Thursday July 3rd. Not the best timing given the holiday weekend. Luckily, the vehicle drove fine, but I did receive a number of tell-tale 12v battery-going-bad symptoms. Red battery warning on the dash, got an alert that the car alarm had been activated (it wasn't), fog lights randomly turning themselves on in the garage, and a constant tonneau open indicator (it was closed).
Unfortunately, I'm just outside the 12v battery warranty limit of 36 months.
Here's the timeline of how my service issue was addressed:
-Morning of 7/3 - Battery Warning Indicator Appears
-Evening of 7/3 - I send the issue to Rivian via the App
-Morning of 7/5 - Received a call from Rivian Service to discuss the issue. Very kind person on the phone walked through some questions, then promised to get back to me shortly with a solution
-Morning of 7/5 (20 minutes later) - Same person calls me back and asks if I prefer a Monday morning or Tuesday morning appoint. I pick Tuesday.
-Evening of 7/7 - A bunch of Uber credits proactively loaded into my account
-Morning of 7/8 - Drop off car. Uber home.
Noon of the same day, I get a message in the app from my advisor that service is complete. Not only did they replace the 12v batteries, they also took care of another minor trim item that I had schedule to be repaired later this month.
On top of it all, and despite technically being out of warranty, the entire service was covered free of charge.
It was literally a perfect service experience from top to bottom. Great job Rivian (and the Denver SC).
I received the dreaded "Service 12v Battery Soon" warning as I was driving up to the mountains on Thursday July 3rd. Not the best timing given the holiday weekend. Luckily, the vehicle drove fine, but I did receive a number of tell-tale 12v battery-going-bad symptoms. Red battery warning on the dash, got an alert that the car alarm had been activated (it wasn't), fog lights randomly turning themselves on in the garage, and a constant tonneau open indicator (it was closed).
Unfortunately, I'm just outside the 12v battery warranty limit of 36 months.
Here's the timeline of how my service issue was addressed:
-Morning of 7/3 - Battery Warning Indicator Appears
-Evening of 7/3 - I send the issue to Rivian via the App
-Morning of 7/5 - Received a call from Rivian Service to discuss the issue. Very kind person on the phone walked through some questions, then promised to get back to me shortly with a solution
-Morning of 7/5 (20 minutes later) - Same person calls me back and asks if I prefer a Monday morning or Tuesday morning appoint. I pick Tuesday.
-Evening of 7/7 - A bunch of Uber credits proactively loaded into my account
-Morning of 7/8 - Drop off car. Uber home.
Noon of the same day, I get a message in the app from my advisor that service is complete. Not only did they replace the 12v batteries, they also took care of another minor trim item that I had schedule to be repaired later this month.
On top of it all, and despite technically being out of warranty, the entire service was covered free of charge.
It was literally a perfect service experience from top to bottom. Great job Rivian (and the Denver SC).
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