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Rivian should improve their service

Captain JB

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They need to start working on weekends!!!! They simply do not have that luxury……for 10 years, I picked up or had repairers done on my Chevy Volt on weekends. They will never catch up if they dont!!
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Robin

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It’s great that Rivian is putting out more and different vehicles but they are ignoring the service side of customer satisfaction.
I’ve been most loyal to the brands that gave me the best service experience
Unfortunately my experience with the service department has been one of my worst experiences
And it’s been more than once
I called for a service appointment November 19 and the first availability was January 15
Dropped off 930am and still hasn’t been even looked at!!! 6 days later…
Has anyone else had similar experiences?
Am I the only one that thinks this is unacceptable?
definitely will factor into my decision to stay loyal to Rivian
Last week my suspension/compressor failed on my ‘23 R1t Quad, 27k miles. Up till that point the truck was flawless . I had the truck flatbed towed to the S.F, Rivian Service center and after much discussion with Rivian support they offered to send a tow truck out, it would have cost me, so I used my AAA membership and got free towing. I brought the truck in last Saturday. They don’t do any work on Saturday but they do accept vehicles. I charged it up the night before cause I knew it was gonna sit there before any looks at it. Right now I’m just waiting patiently until someone calls or sends a text message or carrier pigeon..but I still believe in the company and love the truck. I even got a loaner from the shop. Must’ve been my lucky day. 🤓
 

R1Tom

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PetVet, bravo for posting as you feel you need to post. Unfortunately, some people on this forum adhere quite zealously to the principles of asshole-ism and seemingly jump at the chance to achieve the highest levels thereof. Not that I have scoured every inch of Judeo-Christian scripture, but I can say that in places like the 10 Commandments and the Sermon on the Mount I personally have never seen the admonition, “Thou shalt be a dick, saith the Lord.”

I have had experiences with the Denver service center and the Denver remote service team and every experience has been outstanding. I have not had major work done on my R1T, nor on my wife’s
R1S. But we have had occasion to bring them in, for instance for a recalibration of the R1S after I had 22” snow tires put on a set of OEM 22” rims. Everything about the experience was really good, much better than Tesla service experiences before we de-musk-ified.
The best thing that happened to me regarding this forum is when some of the jackasses unfolllow or blocked me. Then they stop replying with their assine replies. Makes for a much better experience.

Edit...it's one in particular I am referring to.
 
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TahoeRiv

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Last week my suspension/compressor failed on my ‘23 R1t Quad, 27k miles. Up till that point the truck was flawless . I had the truck flatbed towed to the S.F, Rivian Service center and after much discussion with Rivian support they offered to send a tow truck out, it would have cost me, so I used my AAA membership and got free towing. I brought the truck in last Saturday. They don’t do any work on Saturday but they do accept vehicles. I charged it up the night before cause I knew it was gonna sit there before any looks at it. Right now I’m just waiting patiently until someone calls or sends a text message or carrier pigeon..but I still believe in the company and love the truck. I even got a loaner from the shop. Must’ve been my lucky day. 🤓

Robin, did Rivian explain why you would have to pay for a tow, should it not be covered under warranty?
 

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Robin

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Robin, did Rivian explain why you would have to pay for a tow, should it not be covered under warranty?
The suspension issue I was told is under warranty. Even though Rivian support wanted to send a tow truck I would’ve had to pay for it. And I don’t see anything the fine print that Rivian would pay for a tow (?)I asked several times.
You would hope that Rivian would pay for the towing, but it’s probably one more thing that’s gonna cost them more money. So I took advantage of my AAA premier membership, up to 200 miles of free towing .
Now, if it happens again, yes I’m gonna be on the hook. I’m just glad that they were able to take the truck in last Saturday and hopefully a technician will at least look at it, touch it, pop the hood, or crawl underneath the vehicle. 😐
 

phaduman

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For my part, I just texted my service team to cancel 3 out of 4 requests that were minor. So I could do my part in giving someone with more urgent needs access to service faster.

New Gen2 pickup Dec 20th.
* truck pulled to the right.
* passenger rear door vibrates when opening.
* front dashboard chrome deep scratch.
* A cut on the driver side door trim.

When I switched the 22in dark sport with someone's 22inch range and we both balanced our wheels, the pull went away for me with new wheels and for him too. And then, the other two cosmetic issues (even if vehicle is new) - I decided to live with them.

Hoping the growing pain on service is resolved sooner than later. To many new Rivian owners, this is going to be difficult to adjust to - particularly if they have serious issues and waiting for months - in some of these high adoption cities/localities.
 

TahoeRiv

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The suspension issue I was told is under warranty. Even though Rivian support wanted to send a tow truck I would’ve had to pay for it. And I don’t see anything the fine print that Rivian would pay for a tow (?)I asked several times.
You would hope that Rivian would pay for the towing, but it’s probably one more thing that’s gonna cost them more money. So I took advantage of my AAA premier membership, up to 200 miles of free towing .
Now, if it happens again, yes I’m gonna be on the hook. I’m just glad that they were able to take the truck in last Saturday and hopefully a technician will at least look at it, touch it, pop the hood, or crawl underneath the vehicle. 😐
Thanks for the reply.
Don’t mean hijack this thread.
Just baffled that they wouldn’t pay for the tow, per their own policy.

“Roadside Services

Rivian will provide complimentary emergency towing to transport the Vehicle to either the nearest authorized Rivian service location or to a mutually agreed-upon location for warranty-related issues (you may be charged for towing expenses resulting from non-warranty issues), in addition to the following services (“Roadside Services”):

Over-the-Air (“OTA”) software updates
12-volt battery jumpstart
Flat tire assistance, including installation of spare tire, if your Vehicle is equipped with one
Vehicle lockout assistance (including remote unlock via OTA, if your Vehicle has connectivity)”
 

Robin

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Thanks for the reply.
Don’t mean hijack this thread.
Just baffled that they wouldn’t pay for the tow, per their own policy.

“Roadside Services

Rivian will provide complimentary emergency towing to transport the Vehicle to either the nearest authorized Rivian service location or to a mutually agreed-upon location for warranty-related issues (you may be charged for towing expenses resulting from non-warranty issues), in addition to the following services (“Roadside Services”):

Over-the-Air (“OTA”) software updates
12-volt battery jumpstart
Flat tire assistance, including installation of spare tire, if your Vehicle is equipped with one
Vehicle lockout assistance (including remote unlock via OTA, if your Vehicle has connectivity)”
🫤
 

Zeusy Zeus

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I’m feeling the same way right now as a new owner. I’m near San Francisco and my R1S came from the factory with 7 different issues. My appointment is in late March (took delivery December 9th and made the appointment immediately)! Fortunately the issues are minor, but they are annoying (panels come off when passengers pull the doors shut from the inside, every time. Bad alignment issue causes pulling at freeway speeds. Various panels misaligned and paint damage).

I’ve heard from folks here and elsewhere that more serious issues where a vehicle isn’t drivable get prioritized, which is fine. I wouldn’t want to jump the queue over someone with serious problems. But I do feel like if there is going to be a 3+ month delay in getting issues from the factory fixed, then QA needs to be a hell of a lot better.
That’s unfortunate… we can only hope Rivian cleans this up sooner than later as it’s clear they are racing to get gross profit up and cutting corners wherever they can. Sadly it seems some service centers are worse than others so the Rivian team needs to do a better job of selecting the right people and management. I had a horrible experience in miami SC that prevented me getting my vehicle and I’m sure it’s deterred many others from purchasing one also.
 

NY_Rob

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Thanks for the reply.
Don’t mean hijack this thread.
Just baffled that they wouldn’t pay for the tow, per their own policy.
Rivian will only pay for the flatbed service if the vehicle is dead (failed motor, battery, etc..) or they determine that the issue causes an unsafe driving condition (leaking fluids, failed brakes, etc..) that may put you, or other drivers at risk if the vehicle is driven under it's own power to a Rivian SC. If they feel the vehicle can still be driven safely (and you can argue this point with them that you do not feel it's safe to drive), it's up to you to bring the vehicle to them. This mirrors the towing policies many other manufacturers have in place for vehicles under warranty.
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