Service Center Kinda Sucks?

[electruck]

Way to go blaming the victim and putting words and feelings in his mouth. I would prefer the dead one since they’d tow it. No longer my problem. BTDT

I’ve had two “stop by for an hour” appointments. I didn’t remove my stuff. I didn’t make alternative arrangements. Why? They specifically said it was one hour, and it has been 45 minutes each time. Business is a two way street of setting and meeting expectations.

Thanks! Yes that's precisely what I was doing to encourage the OP to consider things from a different point of view. Things such as the trivial, proactive service not being the actual problem here (actual problem being the botched service and Rivian's handling). Things such as planning ahead for a worst case scenario in case the service center repair is more complicated than expected based on a remote diagnosis. Things such as assuming Rivian's alternate transportation options would be "like most other dealers". I'm not excusing Rivian's handling of the situation but the OP could have done more to protect his own interests.

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[slillie]

No I wouldn’t have been more mad because I expect it to fail at some point. I don’t expect rivian to work on my car and then get alerts I didn’t have before.
I took all my stuff because 1) time was of the essence; 2) they told me that they could get me right in and that they already had a hunch of what was wrong and that it likely could be resolve in an hour and 3) I assumed (like most other dealers) I would have gotten a loaner car in the event it had to stay there. My options were uber credits or drive home. That’s absurd no matter what you say. To be clear it wasn’t a walk in appointment - I could have just waited until tomorrow morning, they’re the ones that told me to bring it in then gave me an option to uber an hour + home or come back in the morning lol

Not sure why you didn't use the Uber credits. I actually prefer it over a loaner. Nice to get chauffeured around for a change and not worry about parking. Plus, they will renew the credits as often as needed. How much kid stuff did you have that you couldn't load into an Uber or UberMax?

 

[SwampNut]

Not sure why you didn't use the Uber credits. I actually prefer it over a loaner. Nice to get chauffeured around for a change and not worry about parking. Plus, they will renew the credits as often as needed. How much kid stuff did you have that you couldn't load into an Uber or UberMax?

I'm not OP, but in my area, that is not a good solution at all. I'll take your word that it is convenient where you live. Here, it's at least a 15 minute wait to get one to my house, and we're a bit out of the city so it's a 20 minute drive to most things we need.

 

[Donald Stanfield]

Not sure why you didn't use the Uber credits. I actually prefer it over a loaner. Nice to get chauffeured around for a change and not worry about parking. Plus, they will renew the credits as often as needed. How much kid stuff did you have that you couldn't load into an Uber or UberMax?

What Uber is going to give you an hour-and-a-half ride?

 

[Donald Stanfield]

So let me get this straight. Rivian proactively replaced your battery before it failed (good). They didn't do it properly and didn't check their work, which actually caused the failure they were trying to avoid (bad). Then, while your car is limited to 15MPH, which is an undrivable condition IMO, they tell you that you need to bring it to a service center instead of bringing mobile service back out to fix their mistake. (Really bad. )

Lastly, you get there, and they STILL don't fix it. (Insane in the membrane). This is even worse than my last service experience, where they didn't fix my issue and wound up breaking the windshield washer fluid hose. At least my car still drives. There is no excuse for service like this.

 

[electruck]

What Uber is going to give you an hour-and-a-half ride?

1.5 hrs is just a hop across town around here so... pretty much all of them in any major metro area.

 

[C12farmer]

The math word problem here boggles my urban brain.

So a normal driving car (with no speed limit) takes 1.5 hours to get to/from the service center.
Your car was limited to 13 MPH, which is pedal bike speed, not even E-bike speed with would be twice as fast .
You can make it there in 2 hours at 13 MPH?
This means your average speed is 17 MPH normally. The only roads I ever drive with that speed are dirt road. How it it even sane and safe to try to drive that slow on public roads for such a far distance?
I imagine your car travels by river barge most of the way.

I agree that it sucks that Rivian makes it difficult to talk to service center people directly. It's not like your local car dealer you just call up for a service appt. It sounds like you are a seasoned Rivian owner of two vehicles, so you "should" know by now to always request to have the service center call you back direct. Once you can get their local phone number and talk to them directly, things go much smoother.

Never trust what some call center employee in Normal or Irvine is telling you about a service center thousands of miles away from them.

 

[Hereforthesnacks]

The math word problem here boggles my urban brain.

So a normal driving car (with no speed limit) takes 1.5 hours to get to/from the service center.
Your car was limited to 13 MPH, which is pedal bike speed, not even E-bike speed with would be twice as fast .
You can make it there in 2 hours at 13 MPH?
This means your average speed is 17 MPH normally. The only roads I ever drive with that speed are dirt road. How it it even sane and safe to try to drive that slow on public roads for such a far distance?
I imagine your car travels by river barge most of the way.

Ha. It’s actually quite common. You aren’t going 17mph on the freeway. You may have cross town traffic at 10mph for a small distance, but it adds up time. Freeway speed could be 30mph avg at rush hour. It’s not a constant speed you are traveling at.

That said, even during rush hour cross town traffic, if you are going 13mph, you may get attacked lol

 

[mkhuffman]

There is no freaking way I would drive the truck if it was limited to 13 mph. They would either have to tow it to the SC, or send out a tech to my house again.

My SC is 56 miles away. I could get there by avoiding the interstate, but I could cause an accident driving that slow on the alternative route. Unbelievable they expected you to do that.

I like the guys at my SC, but I had to return twice after they didn't install the front sensors correctly after repairing the damage I caused by driving the truck in the snow (it wasn't soft snow). It didn't bother me so much to bring it back the first time, but I was pretty annoyed the second time. It's Iike they don't confirm their work before they release the truck. The cost impact to Rivian for this kind of crap can't be small.

 

[Eric_partman]

Not sure why you didn't use the Uber credits. I actually prefer it over a loaner. Nice to get chauffeured around for a change and not worry about parking. Plus, they will renew the credits as often as needed. How much kid stuff did you have that you couldn't load into an Uber or UberMax?

If I took an uber home I would have no other vehicle to drive my kids in. I also have difficulty finding uber drivers for the return ride home because I live in the middle of nowhere.

 

[Eric_partman]

The math word problem here boggles my urban brain.

So a normal driving car (with no speed limit) takes 1.5 hours to get to/from the service center.
Your car was limited to 13 MPH, which is pedal bike speed, not even E-bike speed with would be twice as fast .
You can make it there in 2 hours at 13 MPH?
This means your average speed is 17 MPH normally. The only roads I ever drive with that speed are dirt road. How it it even sane and safe to try to drive that slow on public roads for such a far distance?
I imagine your car travels by river barge most of the way.

I agree that it sucks that Rivian makes it difficult to talk to service center people directly. It's not like your local car dealer you just call up for a service appt. It sounds like you are a seasoned Rivian owner of two vehicles, so you "should" know by now to always request to have the service center call you back direct. Once you can get their local phone number and talk to them directly, things go much smoother.

Never trust what some call center employee in Normal or Irvine is telling you about a service center thousands of miles away from them.

My math maybe wasn’t perfect and I was guesstimating, but two things to factor in. 1) I do live in the middle of nowhere and my first 40 minutes of the drive are literally back/dirt roads 2) I could pull over and disable turtle mode/clear the codes that let me drive fast for a bit before it would trigger again, so it wasn’t a 100% turtle mode ride.

 

[Gen(R3)Xer]

Just need to vent. What is Rivian doing here? My R1S apparently got flagged as needing a “preventative 12V replacement”. Mobile service came out and fixed it, free 12V which was nice. But since that, my frunk won’t open, but the car thinks it’s open so it’s stuck at 13mph. I called Rivian and they said “because of he urgency we can get you in right now”, I said okay awesome but make it two hours from now because I live an hour 15 away normally but am in turtle mode, , they said no problem. I hopped in the car and went to the service center and the woman there was like okay so we can’t get you in until tomorrow, but we’ll give you uber credits to get home and I was like umm this is my only car, it has all my kid’s shit in it (including car seats), I can’t just uber an hour and 15 minutes home lol. They’re basically like sorry sucks to suck, you need to come back tomorrow.. meaning I have to drive there and back again at 13 mph lol all for something stemming from a “fix” I never asked for. So irritating.

That manual release procedure for the frunk sounds good and I’d try resetting the vehicle as well.

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