Service - a positive story

[Rainman]

I posted a coupe of months ago with the topic - Service is the weak link - as I had just come through a less than desirable service experience. I try to be balanced, so this is my story this month.
I had a few issues with my '23 R1T so opened a service request for the Orlando SC and got an appointment in 9 days (no critical issues) - I thought it was a mistake and surely I would get a call pushing the appointment out. Nope, today I arrive for my scheduled appointment, I am greeted and then a tech goes for a ride with me, confirms the issues and they tell me it will be done in 4 hours. They give me an R1T loaner .... and I'm sitting in a Starbucks waiting for the good news ... stand by ... seems too good to be true

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[Electrified Outdoors]

Or service could be starting to improve. I know Rivian is aware of the issues and I am sure they are working hard to improve.

 

[R1T-NotAJoke]

Yeah, let me share my Story. I added a request to address my Frunk not closing automatically. IT basically shuts and right before its about to close opens up again with some error of obstruction. I can still close it manually. IT was schedule for Dec something in the app. I get a call 2 days later and service rep, try's to to troubleshoot over the phone and ask me to upload some Videos.
Here is the magic, we start to talk and she finds me an appt within 2 weeks based on some cancellations. Sweet, then I hear about the Tonneau fixes, so submit another ticket. Again 2 days later I get a call. They try to group the tickets together for the following week.
Now I cancelled and pushed back to Dec. I get another call today. "Hey, we have a mobile service team in you area on Tuesday, can we stop over and fix your Frunk issue?".
I have been getting calls within 2 days and lots help to plan and T/S, etc. It seems to me just like the RAN and SW, Rivian keeps just getting better. So, it is not perfect, but trending in the right direction.

 

[PowerBugs]

Our service experience will entirely depend of which area and if you’re in the SF Bay Area, it would be a different story. My R1T is at the SC right now for minor stuff: Tail gate hinge cable needs tightening on one side; cabin filter replacement, and some half shaft recall. This will take a week and a half they say because there’s a lot of trucks on queue. On my last visit for Tire rotation, one full day. So I don’t think I get my truck before Halloween and it hasn’t moved since Monday when I check the location.

 

[Rainman]

Update - while I am still impressed with how fast I got and appointment for non critical issues and the turn around time today … it needs to go back again for the ‘pull to the right‘ issue. It is better, but still pulls. Do others have this issue? the Orlando SC was adamant that Tampa is opening in one month. I will take it to them and not take it back until it tracks straight.

 

[llcsf]

I posted a coupe of months ago with the topic - Service is the weak link - as I had just come through a less than desirable service experience. I try to be balanced, so this is my story this month.
I had a few issues with my '23 R1T so opened a service request for the Orlando SC and got an appointment in 9 days (no critical issues) - I thought it was a mistake and surely I would get a call pushing the appointment out. Nope, today I arrive for my scheduled appointment, I am greeted and then a tech goes for a ride with me, confirms the issues and they tell me it will be done in 4 hours. They give me an R1T loaner .... and I'm sitting in a Starbucks waiting for the good news ... stand by ... seems too good to be true

wow

 

[R1Tom]

These are great stories! So glad Rivian service is improving!

 

[moosetags]

These stories are good to hear. Maybe Rivian is now giving some emphasis to Service.

Brian

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