Clarified: Rivian Service and Towing Policy Changes (10/07/2022)

[R1Sky Business]

Since my last post was misleading, I am reposting a new thread with more clarity on the topic of no-cost vs fee-based towing services, offered by Rivian. My original post pertaining to the experience I encountered, has been restructured and is available as the second comment in this thread

I was provided this information by Chris, my Rivian Guide (RG), and Zach, a lead Service Advisor (SA), located in Normal, IL. Rivian has been rather flexible on providing no-cost towing services vehicles needing a visit to a Rivian Service Center (SC), which is now a more strict policy.

Effective 10/06/2022, Rivian’s policy for providing no-cost towing services for vehicles has changed to support the following:

• Free flatbed towing services will only be offered for vehicles that are INOPERABLE and need repairs due to warranty-related issues
• No-cost towing is offered to-and-from the SC
• Towing services are typically arranged through trained third-party carriers that are trained on how to properly load, secure and transport Rivian vehicles, but on occasion a Rivian SC will facilitate the tow

Rivian’s advertised towing fees are: $55.00 base fee + $6.50/mile.

Any vehicles that are drivable and DO NOT exhibit a safety concern, are no longer offered a no-cost towing service. The owner may elect to pay the towing fee or drive the vehicle themselves to the SC.

While Rivian acknowledged my comments and is apologetic about vehicles being delivered with issues such as out-of-spec alignments, suspension sagging issues, and wheel balance issues, as being unacceptable, these are all service-related items that a SC will be addressed through a SC visit. These issues are a byproduct of Rivian’s growth in the production process and will be mitigated in the near future. My RG stated that all issues, no matter of size or relevancy, should be shared with Rivian, with as much detail as possible. Feedback will be circulated to the relevant stakeholders.

Rivian is updating their service and warranty agreements to include the change in their policy, which will be published to replace the current version on the website and in the Rivian app. My RG and the lead SA told me that all Guides and SAs are up to speed on the new policy change and can address any additional comments or questions by other owners, directly.

Last, Rivian also acknowledges the lack of convenient SCs and expressed the company’s larger focus for Q4 is to fast-track the opening of planned Service Centers throughout the country and enable a broader access to authorized mobile services – very vague, but I appreciated the feedback. We do need many more SCs and mobile service operators.

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[OverZealous]

Just got off the phone with a service person. I don't think it's quite as dire as it sounds, because they didn't even mention a transport cost to me. Obviously my defect isn't cosmetic (the broken comm module), but I was still worried because I can technically drive the truck.

Of course, I've been really chill about getting repairs done, and always told them to hold off on cosmetic repairs until something serious broke, as well as trying to wait for Nashville to open.

As usual with Rivian, most of the issue here is 1) lack of communication, and 2) when they do communicate, it's too vague. Even with the clarification above, it's still ambiguous when they'd cover the tow vs when they wouldn't.

 

[JerseyGreens]

Just got off the phone with a service person. I don't think it's quite as dire as it sounds, because they didn't even mention a transport cost to me. Obviously my defect isn't cosmetic (the broken comm module), but I was still worried because I can technically drive the truck.

Of course, I've been really chill about getting repairs done, and always told them to hold off on cosmetic repairs until something serious broke, as well as trying to wait for Nashville to open.

As usual with Rivian, most of the issue here is 1) lack of communication, and 2) when they do communicate, it's too vague. Even with the clarification above, it's still ambiguous when they'd cover the tow vs when they wouldn't.

Maybe the right way to think about it...not if the vehicle can be driven but rather driven safely. That service manager probably doesn't like the idea of you driving without a working comm module.

Maybe this isn't so cut and dry. More case by case.

 

[JerseyGreens]

Is it safe to assume that folks who live closer to SCs may get their orders bumped up? Makes logical sense...

 

[Donald Stanfield]

Again this all sounds like an attempt to separate the people who are being extremely difficult from those with clear issues. I see first hand on here there are two very different types of owners. Ones that expect a good truck but know that perfection isn’t in the cards for 80 or even 100k dollars and the type that expects a Rolls Royce out of a first year car manufacturer working on a production line.

 

[NY_Rob]

Is it safe to assume that folks who live closer to SCs may get their orders bumped up? Makes logical sense...

Yeah, nice try... now settle down and get back in line

 

[69LandRover]

My revised delivery estimate sent in June was for end of 2023 because of the fact that I didn't live near a SC. Then out of now where, I completed the 8 steps last week and my R1T is being delivered in 20 minutes as I write this. Closest know SC I know of is 250 miles away.
F me if I have to pay for 500 miles of towing ?

 

[AdamsFan1983]

Again this all sounds like an attempt to separate the people who are being extremely difficult from those with clear issues. I see first hand on here there are two very different types of owners. Ones that expect a good truck but know that perfection isn’t in the cards for 80 or even 100k dollars and the type that expects a Rolls Royce out of a first year car manufacturer working on a production line.

I believe this as well. Frankly, I wouldn't be surprised if this is less about the cost of flatbedding, and more a strategy to pace servicing demands. The more spare capacity the service centers have, the more they can support additional deliveries.

Would certainly explain why there was a noticable gap between vehicles built, and vehicles delivered in the last announcments...

 

[NY_Rob]

So who gets to decide what is "safe to drive in" to the SC? Is a vehicle w/a steering wheel that shakes above 55mph and pulls to the right safe to drive on high speed roadways for what could be a 100+mi trip for some? How about one that's lower on the right front corner, or one that does all three of those things?

And what happens when they don't actually fix the issue like the infamous "tocking" that comes back after driving 100mi or the vehicle that still pulls to the right directly after coming out of the SC? Are they going to reimburse you if you had it flatbedded in and now it needs to go in again for the same issues?

This policy shift opens a huge can of worms and concerns for owners...

 

[SoCal Rob]

Again this all sounds like an attempt to separate the people who are being extremely difficult from those with clear issues. I see first hand on here there are two very different types of owners. Ones that expect a good truck but know that perfection isn’t in the cards for 80 or even 100k dollars and the type that expects a Rolls Royce out of a first year car manufacturer working on a production line.

I thought about the Rolls Royce comparison, too. Given the price point and vehicle type I think it's better to compare to Land Rover than Rolls Royce. If you start to compare service experience and reliability with LR owners used to dealing with LR dealers then the whole early adopter tax seems insignificant. That's why I reserved a Rivian rather than ordering a Defender back in 2021. Oh, and please keep in mind I love my Land Rover.

On the other hand, if people are coming from the perspective of Lexus ownership, I can see some disappointment if they were expecting the same experience from an EV startup.

 

[Donald Stanfield]

I thought about the Rolls Royce comparison, too. Given the price point and vehicle type I think it's better to compare to Land Rover than Rolls Royce. If you start to compare service experience and reliability with LR owners used to dealing with LR dealers then the whole early adopter tax seems insignificant. That's why I reserved a Rivian rather than ordering a Defender back in 2021. Oh, and please keep in mind I love my Land Rover.

On the other hand, if people are coming from the perspective of Lexus ownership, I can see some disappointment if they were expecting the same experience from an EV startup.

100% agree and that's what kept me out of a Defender as well. I test drove one and actually quite liked it. I feel that the Rivian is a safer bet and my experience so far has shown that to be correct.

 

[wicked2112]

Still really conflicted here. As an owner that lives 4 hours from a SC I am frustrated, especially considering I had the impression they could provide service in Portland OR. As a stock owner I can see the business reasons behind this, I am sure tow charges and service are killing the bottom line.

So thinking about selling my truck, sure it will be the lowest priced resale offering yet based on my 18k miles. Not sure what I would replace it with, I do love the truck when it works. I could always consider a Rivian again in a few years, maybe they can actually sort all this out by then.

I thought there was a SC in the works in Portland??? Oh wait, that's the staging center right outside downtown PO - close to the St. Johns Bridge. Interesting. So any major service would have to been done in Bellingham WA or via mobile - correct?

 

[jjswan33]

I thought there was a SC in the works in Portland??? Oh wait, that's the staging center right outside downtown PO - close to the St. Johns Bridge. Interesting. So any major service would have to been done in Bellingham WA or via mobile - correct?

I’m not sure if the status. My first service visit was taken on a flat bed to the St Johns bridge location, second visit was mobile. Since then 4 service visits have all been taken to Bellevue, which was a PIA already, this new policy would make that far worse.

I have heard rumors that they may be moving to a Beaverton location (that will also be temporary) and maybe they will offer more service there. The long term location near the Ross Island bridge feels a long way off.

 

[Dark-Fx]

So who gets to decide what is "safe to drive in" to the SC? Is a vehicle w/a steering wheel that shakes above 55mph and pulls to the right safe to drive on high speed roadways for what could be a 100+mi trip for some? How about one that's lower on the right front corner, or one that does all three of those things?

And what happens when they don't actually fix the issue like the infamous "tocking" that comes back after driving 100mi or the vehicle that still pulls to the right directly after coming out of the SC? Are they going to reimburse you if you had it flatbedded in and now it needs to go in again for the same issues?

This policy shift opens a huge can of worms and concerns for owners...

All that is "safe to drive". If your alignment is far enough out that a tire is screaming at speed, then it's a different story.

 

[HokieR1T]

I'm 3 1/2 hours from a Service Center (Richmond, VA). I would love to have a Service Center in Raleigh or Charlotte, and after I placed my deposit, a potential Service Center was even listed on this site for Raleigh. If I recall the address was on Six Forks Rd? Rivian even listed openings for Service Techs in Raleigh. That hasn't happened. Sorry Rivian, that's on you.

My truck is currently at the service center. If I had my choices, I'd never have it picked up by a tow truck driver again. One showed up at my house 8 hours late this past Sunday, or the driver earlier this year who took my truck to Spartanburg, SC for 3 days before delivering to Richmond.

I wouldn't have to deal with trying to secure a rental car like I've spent most of today. The rental companies in my town are wiped clean due to Parents' weekend at Wake Forest. Enterprise couldn't follow through on the car Rivian reserved, and now Rivian is offering me $70/day to find a car on my own.

I'm so envious of those who Iive near a Service Center....but Rivian shipped me a truck in May, and there are several more trucks and even an R1S in town now. Maybe we should pull wait till 3 of us have issues and ship together.

I'm rambling a bit... but as great as my truck is.. the Service side is frustrating to no end. Complete lack of communication, or any attempt to resolve issues.

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