Service just hosed up my Recall appointment

[atebit]

So I called to set up an appointment the day the recall was announced. The agent who picked up sounded pretty clueless the entire 20 minutes or so we were on the phone. But by the time I hung up I supposedly had a mobile appointment with a torque wrench sometime between 17-20 Oct, actual date TBD closer to that window.

So fast-forward to today 20 Oct, I’ve heard nothing. I called the service line only to find out that my appointment had been silently rescheduled to 22 Nov for a dive-in appointment at Brooklyn(!) Waiting to hear back on how they’re planning on unscrewing this up.

WTAF?

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[connoisseurr]

Go find a friend with a torque wrench and do it yourself. It also takes a minute per side.

 

[COdogman]

https://www.harborfreight.com/hand-...-in-drive-click-type-torque-wrench-63882.html

 

[atebit]

It’s my doughnut, but Rivian’s paying for it.

Also: “We Come To You!”(TM)

 

[Yellow Buddy]

So I called to set up an appointment the day the recall was announced. The agent who picked up sounded pretty clueless the entire 20 minutes or so we were on the phone. But by the time I hung up I supposedly had a mobile appointment with a torque wrench sometime between 17-20 Oct, actual date TBD closer to that window.

So fast-forward to today 20 Oct, I’ve heard nothing. I called the service line only to find out that my appointment had been silently rescheduled to 22 Nov for a dive-in appointment at Brooklyn(!) Waiting to hear back on how they’re planning on unscrewing this up.

WTAF?

About the same experience I had. I was told to URGENTLY bring it to Brooklyn and they can see me the next morning. When I informed them I had other tickets and would only go to Brooklyn to do all of it at once they said they couldn't do that, they can only do the recall.

So I told them if that's the case I preferred mobile as I'm not driving 3 hours each way for this if mobile is an option, they scheduled me for 3 days away. Then rescheduled w/o notification to a week away. Then the morning off...scheduling error, but it's an easy check and something I can do myself. I guess it's not all that urgent.

Could I do it myself? Absolutely. But not every buyer is going to have a digital torque wrench like me and it's not a level of service I expect on a premium vehicle. But that experience had me wondering if I'm actually in for the ride while they scale up. It's only going to get worse with deliveries if they dont' staff and open more service centers and/or mobile techs.

 

[aw113sgte]

FYI, tech told me if nut is below 20ft-lbs they require part replacement due to potential damage.

 

[atebit]

Yeah, I guess my point is less about torquing some bolts vs the CX.

 

[COdogman]

Driving from PA to Brooklyn for a 15 minute appointment is inhumane.

I would check them myself just to be sure my wheel doesn’t fall off but keep a mobile appointment during which I would tell the tech I checked them. Then they can replace them just to be safe since they wouldn’t know how tight they were when I checked and we could all move on with our lives.

 

[atebit]

Driving from PA to Brooklyn…is inhumane.

FTFY

 

[mabowden]

About the same experience I had. I was told to URGENTLY bring it to Brooklyn and they can see me the next morning. When I informed them I had other tickets and would only go to Brooklyn to do all of it at once they said they couldn't do that, they can only do the recall.

So I told them if that's the case I preferred mobile as I'm not driving 3 hours each way for this if mobile is an option, they scheduled me for 3 days away. Then rescheduled w/o notification to a week away. Then the morning off...scheduling error, but it's an easy check and something I can do myself. I guess it's not all that urgent.

Could I do it myself? Absolutely. But not every buyer is going to have a digital torque wrench like me and it's not a level of service I expect on a premium vehicle. But that experience had me wondering if I'm actually in for the ride while they scale up. It's only going to get worse with deliveries if they dont' staff and open more service centers and/or mobile techs.

Yeah, I get the principle. However, the minute it became a slight inconvenience I would've pulled out the 200 ft/lb big guy and done it myself.

I understand this is not an option for everyone.

 

[Dark-Fx]

Shit happens

 

[Riviot]

WTAF?

At least this was a result of YOU calling THEM.

I got an unsolicited call from a Rivian CSR Monday night asking if I knew about the recall (umm, doy) and he said there was a tech in my area the next day who could do it in my driveway. "Cool beans! Schedule it." I got the email and signed the work order. How nice of them!

...Then I got stood up. No phone call, no nothing. I still have an appointment for 6-7pm 18Oct2022. And I also haven't gotten a call from anyone at Rivian about this. Maybe they're working on time travel?

This is a personal-level failure of over promising and under delivering. You reach out to Me to schedule? Then you no show? And now you ghost me? WTAF.

 

[golden_frog]

Also hady tech no-show on Friday. I do have a big torque wrench, so I'll probably just do this myself for now, and still have them come later to re-do it for the record

 

[whyasky]

Also hady tech no-show on Friday. I do have a big torque wrench, so I'll probably just do this myself for now, and still have them come later to re-do it for the record

Yeah, just check that it's not less than 30 ftlbs. If it is, still crank it up to 90 but let rivian know as they may want to inspect for damage.

 

[mabowden]

Also hady tech no-show on Friday. I do have a big torque wrench, so I'll probably just do this myself for now, and still have them come later to re-do it for the record

This is the way

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