[UPDATES IN NEW THREAD] Tow to Rivian Service Centers is now a Charged Fee (as of 10/6/22) ?

[connoisseurr]

I've got 8k miles on my truck with an alignment issue they tried correcting once and weren't able to. That tire is now basically at 0/32 side with the problem. It'll probably end up failing before they deal with it on November 1st.

This is exactly what I want to avoid. Especially have 21s. I know tires aren't as available as other sizes, and are more expensive. Might be my excuse to get 22s when all of this madness is resolved.

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[kanundrum]

I've got 8k miles on my truck with an alignment issue they tried correcting once and weren't able to. That tire is now basically at 0/32 side with the problem. It'll probably end up failing before they deal with it on November 1st.

BIG yikes. Like wth? lol do they not have a rack where they can dial in alignment? It has to be that simple Id imagine with the camber/caster adjustements. Maybe even a 3rd party can do it?

 

[CommodoreAmiga]

? I wonder if Chevy will pay for flatbed towing? I think I know the answer. ?

The dealers in my area seem to all offer pickup/dropoff, these days. Granted, they're a lot closer than Rivian... But this is a self-inflicted problem. Rivian started with the "mobile service" and "we'll bring it back to the SC if our mobile techs can't handle it".

I know "bait-and-switch" is hyperbole that gets thrown around a little too much... But it's hard not to feel swindled with some of these changes.

 

[connoisseurr]

BIG yikes. Like wth? lol do they not have a rack where they can dial in alignment? It has to be that simple Id imagine with the camber/caster adjustements. Maybe even a 3rd party can do it?

It's not a simple alignment issue. There's something wrong in air suspension system, or the front ride height sensor. My front right is typically 0.5-1.0" lower than the front left.

 

[Khaneric]

Other manufacturer’s “roadside” plans I’ve seen don’t consider your driveway/garage “the roadside”. Haven’t read the details of Rivian’s plan though.

Well considering mine died at a EA charger it would be considered "roadside"

 

[Dark-Fx]

BIG yikes. Like wth? lol do they not have a rack where they can dial in alignment? It has to be that simple Id imagine with the camber/caster adjustements. Maybe even a 3rd party can do it?

I sent the truck in before they had their computer side of the alignment system dialed in. New system (which has been in place for many months now at this point) is able to get the suspension settled into proper alignment before they make adjustments. Before that, they were fighting the truck itself making adjustments to the suspension when they were adjusting things.

We've just been too busy using the truck for me to make another appointment, and it's been driveable, just has some minor tire scrub happening on the passenger side front. I think they may also need to make an adjustment to the level sensor, which is noted on my service paperwork.

 

[Lil'Dave]

It sounds like someone that understands service and warranty cost has started diving into the numbers.

A proper communication to current owners and future owners before implementing would've made a lot more sense. I would be pretty upset if I were the OP.

Another great example of why they need to limit deliveries to people near service centers. Easy access to drop off vehicles and if a tow is needed, much lower cost.

 

[Rousie13]

I don't know the specifics of the OPs case, but I have some opinions on this. There is no way Rivian could sustain covering transport for EVERY issue/transport back to the SC.

If the truck is broken down and can't be driven, and requires SC visit, then Rivian should cover that if it's under warranty. However, the owner should be responsible if they broke/damaged the truck.

If Rivian offers mobile and you say no, then you should be responsible to get the truck to the SC or cover shipping costs.

Mobile can take care of wheel balance issues and A LOT of things. I've had one mobile visit and some of the items can't be fixed mobile, so they wanted the truck taken to the SC for repairs. I am planning on driving the truck to the closest SC and they will be giving me a loaner because they will need the truck probably for an extended period of time. I have no problem with doing this since the truck is drivable and I knew going on where the closest SC was currently, even though more will open that are closer soon.

 

[JerseyGreens]

From my POV...the nearest SC is in Brooklyn, NY...the tolls, aggravation, and traffic from driving into NYC from NJ would be a major PIA...

They need to open more SC's...if they made this "call" 8-12 months from now it would be less disturbing as QC at the factory should be increasing over the same time period...

Making this business decision now is definitely a head scratcher...

 

[NY_Rob]

access to drop off vehicles and if a tow is needed, much lower cost.

Sounds logical.. .but that will severely limit sales. How many SC's are up and running right now 21 right?

 

[kcmwv]

I sure hope that this gets overturned like the price hike. This was a big issue for me when I decided to purchase a R1T from the Shop, as the closest service center is a 3 hour drive for me. I was assured by my Guide that, if they can't do a mobile repair, they will come and get my truck and return it when it was repaired. I get it, this is not something that most any other companies do, but was a real selling point for me. Especially coming from being a Tesla owner and having to drive it 1.5 hours each way to get service. If this proves to be true, glad I didn't sell the Tesla yet!

 

[linkwpc]

I'm not sure where people get the idea that any warranty work always equals free towing? Anytime I have any warranty work that does not involve a car not moving, I have to pay for the tow for any dealership. Maybe you can talk to them to make them pay but as far I have seen and dealt with, I always had to pay to get my car there.

In Rivian's case, if they car can't move, it must be free towed since no one else knows how the fix the car and no one should not be working on the truck in the first place. I understand that there are not of Rivian dealerships around, but they are a new company and still building more. You have to know before I bought the car, you have to know where the Rivian service is. Thats your responsibility to know before you buy.

Lucky for me Rivian service is only 10 miles from me and only 1 mile from my work.

 

[Count Orlok]

I'm not sure where people get the idea that any warranty work always equals free towing? Anytime I have any warranty work that does not involve a car not moving, I have to pay for the tow for any dealership. Maybe you can talk to them to make them pay but as far I have seen and dealt with, I always had to pay to get my car there.

Rivian set the expectation that it will tow to a SC and has been carrying out such a practice. The fact Rivian didn't give any advanced warning of the announcement and hasn't clarified when towing is or is not covered is just another in a long trend of piss poor PR.

 

[Dark-Fx]

I'm not sure where people get the idea that any warranty work always equals free towing? Anytime I have any warranty work that does not involve a car not moving, I have to pay for the tow for any dealership. Maybe you can talk to them to make them pay but as far I have seen and dealt with, I always had to pay to get my car there.

In Rivian's case, if they car can't move, it must be free towed since no one else knows how the fix the car and no one should not be working on the truck in the first place. I understand that there are not of Rivian dealerships around, but they are a new company and still building more. You have to know before I bought the car, you have to know where the Rivian service is. Thats your responsibility to know before you buy.

Lucky for me Rivian service is only 10 miles from me and only 1 mile from my work.

Rivian doesn't support third party repairers for warranty work outside of collision repair. I'll be happy for someone to provide proof otherwise. Service centers are pretty far away from a lot of folks.

 

[AdamsFan1983]

I don't know the specifics of the OPs case, but I have some opinions on this. There is no way Rivian could sustain covering transport for EVERY issue/transport back to the SC.

If the truck is broken down and can't be driven, and requires SC visit, then Rivian should cover that if it's under warranty. However, the owner should be responsible if they broke/damaged the truck.

If Rivian offers mobile and you say no, then you should be responsible to get the truck to the SC or cover shipping costs.

Mobile can take care of wheel balance issues and A LOT of things. I've had one mobile visit and some of the items can't be fixed mobile, so they wanted the truck taken to the SC for repairs. I am planning on driving the truck to the closest SC and they will be giving me a loaner because they will need the truck probably for an extended period of time. I have no problem with doing this since the truck is drivable and I knew going on where the closest SC was currently, even though more will open that are closer soon.

I'm waiting for something official from Rivian and I'd encourage everyone else to as well. In my conversations w/ service it sure sounds like they have some frequent fliers that they're trying to discourage.

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