Service Center Kinda Sucks?

[Eric_partman]

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.

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[jrmbadger]

Sorry to hear that. Definitely a major inconvenience. I'm surprised that the mobile service would leave it like that. Hopefully they can get it fixed for you early tomorrow.

 

[freshpow]

That is frustrating. You actually drove an hour + limited at 13mph?! Seems dangerous. Have you tried the manual release for the frunk? Maybe if you open it that way and then shut it, it will recognize as being closed. Worth a shot.

 

[electruck]

you would have been far more upset if the 12V died without warning. and why would you ever drive to a service appointment with all your stuff still in the vehicle? there is never any guarantee of how long it might take to isolate a problem, obtain parts, and complete the repair - that goes for any vehicle, not just Rivian, and any service center (manufacturer, dealership, indy).

 

[Eric_partman]

you would have been far more upset if the 12V died without warning. and why would you ever drive to a service appointment with all your stuff still in the vehicle? there is never any guarantee of how long it might take to isolate a problem, obtain parts, and complete the repair - that goes for any vehicle, not just Rivian, and any service center (manufacturer, dealership, indy).

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

 

[DuoRivian]

Shame you don’t have two cars

 

[Eric_partman]

Shame you don’t have two cars

I have an R1T too but it’s being loaned out at the moment because I work from home and don’t really need it.

 

[electruck]

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

You say that but If the 12V died and left you and the family stranded on the side of the road somewhere, you'd for sure be on here complaining even louder.

Let this be a lesson to never assume. Besides, Rivian's policy on providing alternate transportation is not a secret. And if you were unsure, you should have asked.

I'm definitely not arguing that Rivian should have verified the vehicle was in working order after swapping the battery. Huge miss by the service tech.

Aside from the fact that the situation should never have happened, I'm a bit appalled that Rivian would have you drive so far with the vehicle in turtle mode and especially given that this problem was the result of their sloppy service.

 

[MATTELSEWHERE]

Yeah, similar experience where I spoke with someone who set my appointment as a waiter, but when I got there they said I had to drop it off and couldn’t wait because they were busy to which I said that was the point of an appointment. They then said they didn’t have the part needed for the repair (a new steering wheel) and it would come in the next morning, at which point I asked if they were just lying originally to cover up that nobody had ordered the parts for an appointment I had to schedule 7 weeks out. Magically they were able to fix it while I waited, and the part magically appeared. When I was given the key and went to leave, the AC didn’t work so I had to go back in. They swore that it was a relay that just happened to go bad while I was there for service. It was summer so I don’t see how it wasn’t noticeable that the AC wasn’t working when they pulled the car around. There is zero QC at the service center and it seems like their call center and service centers don’t communicate effectively… and most service center employees are feckless. Rivian’s service is the worst part about owning a Rivian and the only thing I miss about other cars I have owned in the past.

 

[VSG]

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.

Almost certainly it's something trivial like the trim in the frunk wasn't snapped in all the way, preventing the hood from lowering. That's a problem lots of people have had (but not usually after service).

It's worth a few minutes I think to browse these forums and read other people's experiences and work around before you drive two hours in turtle mode.

 

[VSG]

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.

Almost certainly it's something trivial like the trim in the frunk wasn't snapped in all the way, preventing the hood from lowering. That's a problem lots of people have had (but not usually after service).

It's worth a few minutes I think to browse these forums and read other people's experiences and work around before you drive two hours in turtle mode.

 

[Dave Cundiff]

Glad we have Portland Service Center. The Portland team does everything in their power to make it right.

Sorry your experience wasn't as good, @Eric_partman and @MATTELSEWHERE!

 

[BCondrey]

This post made the rounds on Reddit yesterday. It sucks, I get that. General consensus was that advocating for yourself in situations like this is very important. Ask for the manager. Ask for the managers manager. Refuse to take their offer. Make them own it.

 

[SwampNut]

you would have been far more upset if the 12V died without warning.

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.

Almost certainly it's something trivial like the trim in the frunk wasn't snapped in all the way, preventing the hood from lowering. That's a problem lots of people have had (but not usually after service).

I've had two frunk incidents. One turned out to be loose plastic because a push-in clip broke during removal and replacement. The other was when I de-calibrated the frunk by closing it while the car was rebooting. DO NOT DO THAT. Sigh. I can't remember the steps, but as you said, googling for the fix gave the steps to do it. I was able to fix it on site (I was at a store and definitely not able to drive home at 13 MPH).

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