Akay07
Well-Known Member
- Joined
- Jan 4, 2021
- Threads
- 6
- Messages
- 272
- Reaction score
- 334
- Location
- United States
- Vehicles
- Mustang Mache
- Thread starter
- #1
My truck, I got on Saturday, just died at a light on my way home from work. Had to hard reset the truck 4 times to move it 20 yards off the side of the road. Came to a stop at red light and when I hit the accelerator, it lurched forward and i heard a noise. It showed all the usual warning lights. After a reset, I could put it in drive. it would start to move calmly and then the truck would start shaking violently and cut off. Was told to leave it on the side of road and the tow truck would get it. I think it was going to be some time for the tow truck to get it. That was heartbreaking. They stayed on the phone with me for about 20 mins and offered an Uber and I go get my enterprise rent a car tomorrow.... In the future, I would always carry a nfc card with you so they can easily work on your truck. I had to run back to work and get mine and leave it with the truck. I guess now it's a waiting game....
Update this morning....it only took 9 hours for a tow truck company to pick up the truck. I was still taking calls from the tow truck driver and rivian roadside assistance past 1230am.fixes.? Missed work staying up so late with calls from the tow truck and roadside assistance. But my truck finally made it to the SC at 430am.
Spoke to my guide when he got into work. There are no loaners available and basically waiting to see what the SC says about the truck. Asked about the return policy and it he said it would take weeks to be refunded the purchase price. And probably only a new truck if the repairs are extensive.
My guide also said he did a zoom call with the SC manager and lead technician and they would get on my truck when it arrived.....i told him the thing is...my app and text received show the truck to be at the SC since 423am. He said they must have not done inventory....and would send them a message. This has not been a good experience thus far. Not sure what a reasonable expectation for making this right would be.
Last update today (5/27)...they found the truck and blamed the tow truck driver for putting the truck some where else. They won't get to my truck on Tuesday to be able to diagnose the issue. They had other jobs infront of me taking up space. Again, just poor communication from my guide saying I would have that answer today amd they would diagnose that today. I understand stuff happens they may not be able to get to it. Just tell me that up front because he spoke to the service center right before calling me. Continued frustration with this service process on a 5 day old truck.
5/31. Waited patiently to hear anything from the SC until 4pm est. Sent my guide a nice text asking for an update and locating a loaner. He responded promptly saying he would reach out again to SC and see again about a loaner. I recieve no further communication. It's now after my guide's hours(6pm est), and I have no update.... I can check the location of my truck and see its been moved into the garage but that's it....my update is no update unfortunately ..... not sure really what to say or do anymore.
6/1. I sent a lengthy email to a customer service lead today at 11am outlining some of my concerns with the service process and communication from my guide. My guide calls me at 1143am and I missed the call while I'm at work. He left a voice mail that they are going through an escalated engineering diagnostic on my truck to figure out what's wrong and they are thinking the front drive unit needs to be replaced. He made it sound like it was a minor replacement. He said that my SC should have a loaner truck by the end of the week for me. He also said he would update me daily this week. We will see but Hopefully, fingers crossed, Looks like I will have a 3.5 hr drive to Richmond in my future this week. Did my escalation to a customer service lead help? I do not know.
6/3. Update this morning. Spoke to someone in the service department from Michigan (maybe a lead?). They called me and gave me an update on my truck and it is the front drive unit that needs to be replaced. He was very apologetic. They should have the replacement here on Tuesday and my truck should be ready by the end of the week. They have to get the parts from Normal. Those dates may be optimistic based on other experiences in the forum. But having the loaner will make up for time any extra time it takes and I'm good with that. I Reached out to my guide afterwards and I'm lined up to get the loaner on Monday. I'm glad they are making this right and I feel alot better about the situation. The service guys in VA even offered to stay past quitting time to give me the loaner.
6/7 6/7 update. Picked up the loaner from RVA yesterday. The Forrest green is nice in person as well. Definitely liked it the most out of the ones i saw up close charging. The replacement front drive unit delivery has been pushed out to this Friday from today. I suspect it will be pushed out a few more times but I am ok with that because I do have a loaner R1T. It was a long day yesterday on the road but worth it. Took a couple of pictures of some of the other trucks on the lot.
Update this morning....it only took 9 hours for a tow truck company to pick up the truck. I was still taking calls from the tow truck driver and rivian roadside assistance past 1230am.fixes.? Missed work staying up so late with calls from the tow truck and roadside assistance. But my truck finally made it to the SC at 430am.
Spoke to my guide when he got into work. There are no loaners available and basically waiting to see what the SC says about the truck. Asked about the return policy and it he said it would take weeks to be refunded the purchase price. And probably only a new truck if the repairs are extensive.
My guide also said he did a zoom call with the SC manager and lead technician and they would get on my truck when it arrived.....i told him the thing is...my app and text received show the truck to be at the SC since 423am. He said they must have not done inventory....and would send them a message. This has not been a good experience thus far. Not sure what a reasonable expectation for making this right would be.
Last update today (5/27)...they found the truck and blamed the tow truck driver for putting the truck some where else. They won't get to my truck on Tuesday to be able to diagnose the issue. They had other jobs infront of me taking up space. Again, just poor communication from my guide saying I would have that answer today amd they would diagnose that today. I understand stuff happens they may not be able to get to it. Just tell me that up front because he spoke to the service center right before calling me. Continued frustration with this service process on a 5 day old truck.
5/31. Waited patiently to hear anything from the SC until 4pm est. Sent my guide a nice text asking for an update and locating a loaner. He responded promptly saying he would reach out again to SC and see again about a loaner. I recieve no further communication. It's now after my guide's hours(6pm est), and I have no update.... I can check the location of my truck and see its been moved into the garage but that's it....my update is no update unfortunately ..... not sure really what to say or do anymore.
6/1. I sent a lengthy email to a customer service lead today at 11am outlining some of my concerns with the service process and communication from my guide. My guide calls me at 1143am and I missed the call while I'm at work. He left a voice mail that they are going through an escalated engineering diagnostic on my truck to figure out what's wrong and they are thinking the front drive unit needs to be replaced. He made it sound like it was a minor replacement. He said that my SC should have a loaner truck by the end of the week for me. He also said he would update me daily this week. We will see but Hopefully, fingers crossed, Looks like I will have a 3.5 hr drive to Richmond in my future this week. Did my escalation to a customer service lead help? I do not know.
6/3. Update this morning. Spoke to someone in the service department from Michigan (maybe a lead?). They called me and gave me an update on my truck and it is the front drive unit that needs to be replaced. He was very apologetic. They should have the replacement here on Tuesday and my truck should be ready by the end of the week. They have to get the parts from Normal. Those dates may be optimistic based on other experiences in the forum. But having the loaner will make up for time any extra time it takes and I'm good with that. I Reached out to my guide afterwards and I'm lined up to get the loaner on Monday. I'm glad they are making this right and I feel alot better about the situation. The service guys in VA even offered to stay past quitting time to give me the loaner.
6/7 6/7 update. Picked up the loaner from RVA yesterday. The Forrest green is nice in person as well. Definitely liked it the most out of the ones i saw up close charging. The replacement front drive unit delivery has been pushed out to this Friday from today. I suspect it will be pushed out a few more times but I am ok with that because I do have a loaner R1T. It was a long day yesterday on the road but worth it. Took a couple of pictures of some of the other trucks on the lot.
Sponsored
Last edited:
