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

[Dark-Fx]

Rivian flat out said they wouldn't do pickup for my next warranty service. It sucks but I get it.

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[manitou202]

We need clarification on if they will tow your vehicle for free if unable to drive the vehicle because of a warranty issue. This is very different compared to charging a fee to have your operable vehicle that needs a repair towed to the service center because you don't want to drive it the 200 miles. Very few if any OEMs will pay to have your vehicle towed if it's drivable. I know this changes what was promised by Rivian, but isn't necessarily out of line.

 

[dleepnw]

shouldnt that depend on the type of service needed? if its a warranty issue, then Rivian should tow. if its not then we should probably pay for the tow. or if you paid for it, your insurance should pay for the tow (but maybe in this case the distance being so long might not be covered by insurance either)

that being said, what about Rivian Membership? didnt they mention roadside assistance?

 

[NY_Rob]

Suddenly I'm not in so much of a hurry to get my R1T. A flatbed to Brooklyn from my house would be about $500 or higher just because it's NYC

 

[Kidentist]

If true it's definitely a problem for me....the SC is 140 miles away......$$$$$

 

[NY_Rob]

So one of your drive motors crap out under warranty- now you have to pay to get the Rivian to the nearest SC which could be 100's of miles away because there are only a handful of Rivian SC's in the USA?

Yeah, this will not go over well at all......

 

[TollKeeper]

Sounds like we (we that actually have a R1 product) need to start demanding that they come to our house/location to fix ANY problem. This is what they bragged was going to happen with the mobile service vans anyways. Time to hold their nuts to the fire.

I still want a R1 product, but I will be honest.. My wants are starting to wander to a Chevy EV.. If only they had a well powered SUV, which they dont at the moment.

 

[Khaneric]

I'll share my experience since my truck died Sunday night but it was towed to the service center by Rivian and I wasn't charged a fee.

Now, when the truck is fixed will they flat bed it back to my house, that's to be seen, but every other car I've previously owned would have to be picked up from the dealership. The dealership would cover a uber or lyft from my house to the dealership, so as long as that is covered i don't care about them towing it back to my house.

Also "Roadside Assistance" is covered by Rivian so if the truck isn't drivable (like mine) then they should 100% be on the hook for towing it to the service center.

 

[ads75]

Well thats one way for them to lower the amount of warranty claims. It would be about $800 each way for me to get a repair...if I still get a truck. I understand charging the owner for self inflicted repairs, but warranty work should be covered, especially if it can't be driven.

If they don't want to pay for towing for warranty repairs, build a better product or improve the QA or inspection processes.

 

[AllInev]

Sounds like we (we that actually have a R1 product) need to start demanding that they come to our house/location to fix ANY problem. This is what they bragged was going to happen with the mobile service vans anyways. Time to hold their nuts to the fire.

I still want a R1 product, but I will be honest.. My wants are starting to wander to a Chevy EV.. If only they had a well powered SUV, which they dont at the moment.

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

 

[Dark-Fx]

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

I've had no problems using Chevy roadside assistance at no cost to tow the vehicle to the dealer if the vehicle is undrivable. I've always had to pick up though.

 

[TollKeeper]

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

Dont care... And they will anyways (owned enough GM products to know)
Chevy dealer is 1.5 miles from my house.
Ford dealer (if I go that route) is 1 mile
Rivian dealer... well its a lot further away!
If the Chev/Ford wont cover the tow bill, I got a tow strap! (assuming I can get it into neutral!)

 

[DaveA]

I really think they are trying to separate the "My trim piece is mis-aligned, come tow me" crowd from the "motor fell out on highway x" crowd. The service centers are overrun with the small stuff, I'm sure. QC at the plant needs to step up.

 

[NY_Rob]

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

They have and they still do pay for towing/flatbed to the closest dealership at least when it comes to their EV's. It's well documented on the Volt and Bolt forums.

 

[SoCal Rob]

Call any service advisor.

I don’t have a Rivian yet so I chatted with CS.
Me:

Their response: Sorry for delay on that, it took me a little longer than expected. In our New Vehicle Limited Warranty Guide (https://rivian.com/support/article/new-vehicle-limited-warranty-guide) It shares some specific information what's covered including components of the high-voltage battery, comprehensive coverage, etc. Specifically regarding transportation, for repairs and parts covered under warranty, there is no charge for transport to a Service Center. For the best customer experience, for warranty related issues, our Service Team will build a repair plan, and coordinate pickup for your vehicle and temporary means of transport such as rideshare credits or a rental vehicle at no charge. You'll need to arrange to pick up the vehicle from the Service Center according to the Warranty Guide, but we'll pick it up at no charge.

So, if it cannot be driven then they cover transportation in and it’s our responsibility to get it back.

That seems like what other manufacturers do, but the rest of those have much beefier service networks than Rivian. For people who live close to a Service Center, like me, this isn’t a huge issue. For people who live far or are traveling far from an SC this doesn’t seem like a good way to build an adventure brand.

I wonder if they are doing this as a “clever” way to reduce some of the demand from early reservation holders who want their vehicles even though there is no SC nearby. That would be a real disincentive to me if I lived far from an SC.

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