Customer Service Responses (or lack there of)

[Ladiver]

I always get a kick out of the non-answers that Rivian Customer Service gives. I almost prefer no communications vs what CS sends out. Here is my latest communications regarding the 12v system. It took 8 days to formulate this non-answer.

Question #1
Is the 12v battery accessible and can it be used to wire accessories, I have not actually seen information from Rivian regarding this.
To ensure we are on the same page, the 12V battery jump leads are located in the R1 vehicle's rear bumper and are accessible beneath the trailer hitch cover. This is specifically for jump-starting your Rivian only. With that being said, perhaps you an share where you heard this information? If anything, I do appreciate you asking, and feel free to check out the Owner's Guide, here to learn more - specifically pg. 184

Question #2
I am also curious about replacing the 12v battery. A co-worker of mine drives a BMW and his 12v battery died and needed to be replaced. Unfortunately for him, the battery must be "registered" to the vehicle and therefore done by BMW. This is not something I think Rivian's "adventurous" customers would want to go through.
Rest assured, the New Vehicle Limited Warranty comes standard with the vehicle purchase, including the cost of all parts and labor necessary for any defective materials

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[crashmtb]

You know they just spin a wheel, and use whichever answer comes up, right?

 

[Ladiver]

Yep, sometimes I try to get the same answer with a different question!

 

[ads75]

Several months ago I asked Rivian CS if the headlights adjusted themselves based on ride height. With Jeeps, if you add a lift kit/bigger tires, you can turn a screw to help aim the headlights down so you don't blind oncoming drivers. I was wondering if the Rivians did something electronically to adjust the headlights based on the various ride heights. I forget what CS said, but it was a non-answer that touted how great the headlights are. I wasn't too surprised, and I at this point I am assuming since the ride heights can auto adjust based on the Rivians speed, the headlights are fixed and any variation in ride height while on road is insignificant.

 

[COdogman]

You know they just spin a wheel, and use whichever answer comes up, right?

 

[Zoidz]

 

[timesinks]

I think it's pretty clear they see this as a tightly integrated product and don't intend for users to modify it.

We were having some software glitches and, through the grapevine, got a hold of the vehicle reset procedure. When I mentioned to the service staff we had done that and it fixed all our problems, the guy was very concerned we had attempted such a drastic measure without adult supervision.

They're sure going to learn a few things about the overlanding community as these trucks start getting into peoples' hands...

 

[Ladiver]

I think it's pretty clear they see this as a tightly integrated product and don't intend for users to modify it.

We were having some software glitches and, through the grapevine, got a hold of the vehicle reset procedure. When I mentioned to the service staff we had done that and it fixed all our problems, the guy was very concerned we had attempted such a drastic measure without adult supervision.

They're sure going to learn a few things about the overlanding community as these trucks start getting into peoples' hands...

Yep, while warranty and service is great, I need to be able to do my own work too. If I am in a rush (or out of a service area), I am not willing to wait for mobile service.

I guess that brings up another question...Does Rivian let the Mobile Service team have access to the vehicle without the owner being present? Let's assume it is in my driveway and needs service, but I am at work? Now, let's assume I break down in BFE, can I hop a ride with one of the other vehicles and just leave my R1 for Rivian to deal with?

 

[timesinks]

Yep, while warranty and service is great, I need to be able to do my own work too. If I am in a rush (or out of a service area), I am not willing to wait for mobile service.

I guess that brings up another question...Does Rivian let the Mobile Service team have access to the vehicle without the owner being present? Let's assume it is in my driveway and needs service, but I am at work? Now, let's assume I break down in BFE, can I hop a ride with one of the other vehicles and just leave my R1 for Rivian to deal with?

I would assume that as long as you gave them consent over the phone or from the app they wouldn't require you to be present when they work. It's not like you're present at the shop when they're working.

 

[Ladiver]

I would assume that as long as you gave them consent over the phone or from the app they wouldn't require you to be present when they work. It's not like you're present at the shop when they're working.

My thought was more regarding the key. With my ICE, I leave a key with the vehicle. Now, the keys are digital and can be assigned to any device. I assume that Mobile Service just programs their device, or maybe there is a universal code for them?

 

[timesinks]

My thought was more regarding the key. With my ICE, I leave a key with the vehicle. Now, the keys are digital and can be assigned to any device. I assume that Mobile Service just programs their device, or maybe there is a universal code for them?

They can do a remote unlock if you get locked out, so I'm sure they can let service in as well.

 

[Ladiver]

They can do a remote unlock if you get locked out, so I'm sure they can let service in as well.

That makes sense.

 

[Max]

Question #2
I am also curious about replacing the 12v battery. A co-worker of mine drives a BMW and his 12v battery died and needed to be replaced. Unfortunately for him, the battery must be "registered" to the vehicle and therefore done by BMW. This is not something I think Rivian's "adventurous" customers would want to go through.
Rest assured, the New Vehicle Limited Warranty comes standard with the vehicle purchase, including the cost of all parts and labor necessary for any defective materials

To be fair they did answer your question. We just need to understand the polite Rivian speak.

You were asking if buying a Rivian will get you royally screwed like buying a Bimmer?

And CS has clearly said YES.

Most used German cars (Audi, BMW and Mercedes) are fairly cheap to buy and expensive to keep after Warranty. I think we should expect the same with a Rivian.

Rivian has made it clear that Revenue post sales is a part of business plan and so far even sharing basic information has been on need to know bases. This forum is all we got to get things done outside Rivian service. one of us has to take a chance first and the rest to be the beneficiary. Government regulation for the right to repair is too slow to have an impact on us. The design is already done.

 

[Trekkie]

As far as the Battery for the 12v I think if you watch the hour long video from Out of Spec Kyle pulled off the shroud and showed where BOTH of the 12v batteries are, and mentioned that there is a disconnect process and not to listen to him and only do what the manual says but basically disconnect the fireman loop, disconnect both negatives, etc.

Again don't do it because some guy on the internet did it, but, it does look like they are capable of being replaced by someone not at Rivian. He did say they said that after reconnecting there might be errors they'd have to clear at the service center, but again we're on 'dot 0'software still so maybe they can clean it up as time progresses.

 

[MountainBikeDude]

I think it's pretty clear they see this as a tightly integrated product and don't intend for users to modify it.

We were having some software glitches and, through the grapevine, got a hold of the vehicle reset procedure. When I mentioned to the service staff we had done that and it fixed all our problems, the guy was very concerned we had attempted such a drastic measure without adult supervision.

They're sure going to learn a few things about the overlanding community as these trucks start getting into peoples' hands...

Its interesting they would get concerned by this as it clearly shows how to in the user manual should it be necessary. Probably just some intern thinking it was a major technical feet and was defeating the vehicles interface/security in some way

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