vensonk
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Sharing my experience and wondering if others are also going through this (sorry for the long post)....
I was going on vacation, so on Sept 14th I charged my 1 month old R1S to 85% on my newly installed Rivian home charger. All was good, so I unplugged it and went away for 10 days. Note that I did do the 2023.34.0 software update after charging and before I left.
I came back on Sep 25th and my Rivian was around 72% so I attempted to charge it at home, but received an error saying that I needed to unplug and try again. I tried multiple times at different amps, cycle the charger power, checked the 60A breaker, and even tried a software restart. Nothing worked so I decided to call Rivian Support on Sept 26th.
Rivian had me try charging again with a sleep/vehicle restart a number of times. We also tried the portable charger (Level 1) and same symptoms. After researching online, I mentioned to Rivian that it seemed to be a vehicle issue since none of my Level 1 or 2 chargers work and could they setup a service appointment. They said they would create a ticket and escalate to the charging team first and call me back in 2 days. The next day I went to a nearby Level 3 charger and had no problems charging.
2 days went by and I hadn't heard from them, so I called them back. The Rivian support person saw my ticket, but wanted me to try everything again. With no resolution, I asked for a service appointment, but they said they needed to escalate to the charging team first and call me back in 2 days. Meanwhile the first Rivian support person called me back and said I need to take pictures of my home charger, including inside to show the wiring, before the charging team would take the ticket. I also told them that I had no problems with Level 3 charging.
3 days went by and I hadn't heard from them, and I noticed that my ticket disappeared. So I put in another ticked myself and called them back. A Rivian support person saw my new ticket and wanted to go over each step again. They also said my first ticket didn't delete, but doesn't show once it's been picked up. They noted that I have two tickets now and they would find out more from the charging team.
The next day someone from the charging team called me and asked if I've tried all the same things. I told them I've been doing these with each person I talk to and Level 1 and Level 2 charging never works, however Level 3 does work. I asked them to please setup a service appointment. They said they have to go through a debugging process, so asked if I could take pictures of my portable charger and add that to the ticket and they would call me in a few days. They also wanted to have me charge on an external Level 2 with them on the phone. I previously tried that myself and it didn't work.
It has now been over a week and I haven't heard from Rivian. So I called back and they said they see all my tickets and pictures but have no update. Meanwhile I go to a Level 3 to charge. Also note that there is no way to add notes to your ticket other then upload pictures, so I start adding text to images and uploaded them for updates.
Finally On Sunday Oct 1st. I get a call from Rivian support wondering if I've made progress with the charging team. I told him I haven't heard from them in a week and wondering what it would take to get a service appointment - I've been asking every time I talk to them. The Rivian support person apologized and said he would find out more and call me back. Surprisingly he called me back within an hour and said the charging team had no resolution and he would escalate and call me back later. A few minutes later, he called and said he had an appointment for later that week or early the following week.
So I took the R1S, on Oct 10th, to the Chicago SC which is 15 min from my home. There is a 10 minute drop off window and the place was packed with vehicles waiting for service. My service advisor didn't say much other then leave your key and asked if I wanted the rental they reserved. I asked to just get me an Uber and he told me to go outside and wait for it. He did say he would contact me in a few days and let me know if parts would be needed or if they were able fix the issue.
That's the last I've heard from Rivian. It's been a week since I've dropped it off and 20 days since I initially called them. I've been tracking it's location and charge level on my mobile app and it's been sitting in the same spot with the same charge level. The mobile app shows 'Onboard charger' as the service item now, but otherwise it has no other useful information or ability to communicate with Rivian.
I'm ok with issues as an early adopter, but never experienced this level of non-communication for any vehicle serviced before. The service tech for my ICE vehicle calls me multiple times a day even if there is no update and they provide me with updates at each step. Right now I'm sitting in limbo and really want Rivian to call me without me having to pull information from them.
Hoping others don't have this issue or this experience.
I was going on vacation, so on Sept 14th I charged my 1 month old R1S to 85% on my newly installed Rivian home charger. All was good, so I unplugged it and went away for 10 days. Note that I did do the 2023.34.0 software update after charging and before I left.
I came back on Sep 25th and my Rivian was around 72% so I attempted to charge it at home, but received an error saying that I needed to unplug and try again. I tried multiple times at different amps, cycle the charger power, checked the 60A breaker, and even tried a software restart. Nothing worked so I decided to call Rivian Support on Sept 26th.
Rivian had me try charging again with a sleep/vehicle restart a number of times. We also tried the portable charger (Level 1) and same symptoms. After researching online, I mentioned to Rivian that it seemed to be a vehicle issue since none of my Level 1 or 2 chargers work and could they setup a service appointment. They said they would create a ticket and escalate to the charging team first and call me back in 2 days. The next day I went to a nearby Level 3 charger and had no problems charging.
2 days went by and I hadn't heard from them, so I called them back. The Rivian support person saw my ticket, but wanted me to try everything again. With no resolution, I asked for a service appointment, but they said they needed to escalate to the charging team first and call me back in 2 days. Meanwhile the first Rivian support person called me back and said I need to take pictures of my home charger, including inside to show the wiring, before the charging team would take the ticket. I also told them that I had no problems with Level 3 charging.
3 days went by and I hadn't heard from them, and I noticed that my ticket disappeared. So I put in another ticked myself and called them back. A Rivian support person saw my new ticket and wanted to go over each step again. They also said my first ticket didn't delete, but doesn't show once it's been picked up. They noted that I have two tickets now and they would find out more from the charging team.
The next day someone from the charging team called me and asked if I've tried all the same things. I told them I've been doing these with each person I talk to and Level 1 and Level 2 charging never works, however Level 3 does work. I asked them to please setup a service appointment. They said they have to go through a debugging process, so asked if I could take pictures of my portable charger and add that to the ticket and they would call me in a few days. They also wanted to have me charge on an external Level 2 with them on the phone. I previously tried that myself and it didn't work.
It has now been over a week and I haven't heard from Rivian. So I called back and they said they see all my tickets and pictures but have no update. Meanwhile I go to a Level 3 to charge. Also note that there is no way to add notes to your ticket other then upload pictures, so I start adding text to images and uploaded them for updates.
Finally On Sunday Oct 1st. I get a call from Rivian support wondering if I've made progress with the charging team. I told him I haven't heard from them in a week and wondering what it would take to get a service appointment - I've been asking every time I talk to them. The Rivian support person apologized and said he would find out more and call me back. Surprisingly he called me back within an hour and said the charging team had no resolution and he would escalate and call me back later. A few minutes later, he called and said he had an appointment for later that week or early the following week.
So I took the R1S, on Oct 10th, to the Chicago SC which is 15 min from my home. There is a 10 minute drop off window and the place was packed with vehicles waiting for service. My service advisor didn't say much other then leave your key and asked if I wanted the rental they reserved. I asked to just get me an Uber and he told me to go outside and wait for it. He did say he would contact me in a few days and let me know if parts would be needed or if they were able fix the issue.
That's the last I've heard from Rivian. It's been a week since I've dropped it off and 20 days since I initially called them. I've been tracking it's location and charge level on my mobile app and it's been sitting in the same spot with the same charge level. The mobile app shows 'Onboard charger' as the service item now, but otherwise it has no other useful information or ability to communicate with Rivian.
I'm ok with issues as an early adopter, but never experienced this level of non-communication for any vehicle serviced before. The service tech for my ICE vehicle calls me multiple times a day even if there is no update and they provide me with updates at each step. Right now I'm sitting in limbo and really want Rivian to call me without me having to pull information from them.
Hoping others don't have this issue or this experience.
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