Service just hosed up my Recall appointment

[MoreTrout]

Not to put a damper on the gripe fest, but mine went as smoothly as possible. Called the Monday after the announcement and scheduled it for the next week. The only thing that changed from my 9AM appt was that it moved to 2 PM the morning of the appt. When I talked to the mobile tech that came it was only changed to make his multiple stop route coming from Cleveland the most efficient. And it worked out perfectly for both of us as I was his last appt of the day, so he asked if I had any other issues. When I called to schedule the recall, I also put in my own minor problem list - tailgate sometimes failing to open, slightly misaligned black trim panel under rear driver side door, and water getting retained in the R passenger door. He took care of everything but the trim panel that he suspects will need to be replaced at the SC. Honestly not sure it's that off to be worth a trip, but we'll see. Also talked about a couple minor glitches in ACC and Auto height control mode I experienced recently and he confirmed what steps to take to fix them if they happened again. So sliding to the end of the day was lucky for me, since he said he was going from one appt to the next all day for the recall and mine was the only one where he had time to address other things. Really positive experience and the tech was awesome. Worked for Ford for years both in dealerships and his private shop before joining the Rivian team. He did say when you call the Service line you aren't talking to a true technician and they are tied to scripts. Hopefully they will recognize and address their flawed model of a centralized service call line and allow us to directly contact our SCs and technicians directly so we can build relationships with them over time. I would ask for the tech I had in a heartbeat.
OK, in the spirit of bashing, I received a call about 2 hours after he left from someone apologizing for missing my mobile appt and asking when I wanted to reschedule. Probably because he did some on the fly "scheduling" to address my other issues that made it look like a new work order that I had to authorize and probably made it look like the original one for the recall got lost in the shuffle.

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[Yellow Buddy]

Yeah, I get the principle. However, the minute it became a slight inconvenience I would've pulled out the 200 ft/lb big guy and done it myself.

I understand this is not an option for everyone.

The principle is exactly it. This one is small but the next one might not be. I remember being w/o my Tesla for 6 months when they first started as well.

IMO if you're going to run a closed system, you better be darn good at it. Otherwise, make the parts and service manuals available and give us right to repair or independent shops.

 

[Dark-Fx]

The principle is exactly it. This one is small but the next one might not be. I remember being w/o my Tesla for 6 months when they first started as well.

IMO if you're going to run a closed system, you better be darn good at it. Otherwise, make the parts and service manuals available and give us right to repair or independent shops.

At least some of the specialized tools are available. No idea about service manuals.
https://rivianservicetools.com/

 

[FirstStateR1T]

Go find a friend with a torque wrench and do it yourself. It also takes a minute per side.

Only issue with this method (while it works) is that Rivian will file a report showing that your VIN has been "fixed" and this will appear on all docs should you sell the truck and thus prove to a suspecting buyer that a recall has been addressed.

 

[connoisseurr]

Only issue with this method (while it works) is that Rivian will file a report showing that your VIN has been "fixed" and this will appear on all docs should you sell the truck and thus prove to a suspecting buyer that a recall has been addressed.

Right. At least you can rest assured the bolt is tight, while mobile service comes out to do the job. Why stress going into an SC for this... make them come to you to put a check in the box.

 

[Dark-Fx]

Right. At least you can rest assured the bolt is tight, while mobile service comes out to do the job. Why stress going into an SC for this... make them come to you to put a check in the box.

As has already been stated, it could be an issue that doing it yourself masks damage that may have occurred from being dramatically undertightened. It's worth paying attention to how loose it was before tightening it.

 

[mabowden]

Right. At least you can rest assured the bolt is tight, while mobile service comes out to do the job. Why stress going into an SC for this... make them come to you to put a check in the box.

Yep. Unless you happen to be nearby. I stress about having to make an appointment and waiting, being available, etc. I'd do it myself and the check the box from Rivian at my own convenience.

 

[atebit]

Just heard back, they (re-?)scheduled my mobile appointment for early next week. Time for some ?.

 

[R1T-8171]

As someone who works in the automotive industry and deals with customer complaints like this, a lot I read in this post almost just comes off as pure complaining just to complain. Imagine being the mobile tech in the area who had other jobs and got tied up working on something that took longer than expected. These things happen with vehicles. Hell, I chatted with my mobile guy for over 30 minutes. I'm certain I delayed him from another job for sure. Like any other recall, chances are you have a major issue are slim. Just chill and they'll get to you.

If it makes anyone feel better, the Orlando service center knocked mine out in a matter of minutes.

 

[Rousie13]

Not to put a damper on the gripe fest, but mine went as smoothly as possible. Called the Monday after the announcement and scheduled it for the next week. The only thing that changed from my 9AM appt was that it moved to 2 PM the morning of the appt. When I talked to the mobile tech that came it was only changed to make his multiple stop route coming from Cleveland the most efficient. And it worked out perfectly for both of us as I was his last appt of the day, so he asked if I had any other issues. When I called to schedule the recall, I also put in my own minor problem list - tailgate sometimes failing to open, slightly misaligned black trim panel under rear driver side door, and water getting retained in the R passenger door. He took care of everything but the trim panel that he suspects will need to be replaced at the SC. Honestly not sure it's that off to be worth a trip, but we'll see. Also talked about a couple minor glitches in ACC and Auto height control mode I experienced recently and he confirmed what steps to take to fix them if they happened again. So sliding to the end of the day was lucky for me, since he said he was going from one appt to the next all day for the recall and mine was the only one where he had time to address other things. Really positive experience and the tech was awesome. Worked for Ford for years both in dealerships and his private shop before joining the Rivian team. He did say when you call the Service line you aren't talking to a true technician and they are tied to scripts. Hopefully they will recognize and address their flawed model of a centralized service call line and allow us to directly contact our SCs and technicians directly so we can build relationships with them over time. I would ask for the tech I had in a heartbeat.
OK, in the spirit of bashing, I received a call about 2 hours after he left from someone apologizing for missing my mobile appt and asking when I wanted to reschedule. Probably because he did some on the fly "scheduling" to address my other issues that made it look like a new work order that I had to authorize and probably made it look like the original one for the recall got lost in the shuffle.

I’m assuming you’re talking about Kyle out of the Cleveland SC. He was a great when I had him out for my mobile service about a month ago.

 

[Riviot]

Imagine being the mobile tech in the area who had other jobs and got tied up working on something that took longer than expected.

Hell, I chatted with my mobile guy for over 30 minutes.

So when the mobile tech is done nodding along to your 30 minute rant, they should COMMUNICATE the delay or reschedule, not STAND SOMEBODY UP.

Root problem we're getting at: communication issues.

 

[R1T-8171]

So when the mobile tech is done nodding along to your 30 minute rant, they should COMMUNICATE the delay or reschedule, not STAND SOMEBODY UP.

Root problem we're getting at: communication issues.

I had other issues with my vehicle that I questions on (Camera inopt, randomly stopping on ACC) that he was willing to discuss with me. Chances are they tried to fit the OP in and didn't have time. I have had Rivian call me with more updates that any company ever, I just got off the phone with them about 10 minutes prior to this reply as my camera system is being replaced.

 

[MoreTrout]

I’m assuming you’re talking about Kyle out of the Cleveland SC. He was a great when I had him out for my mobile service about a month ago.

Jake. But great to know they have at least 2 making that impression. I get the feeling they might not be as swamped as a few of the other service centers in the more EV centric areas. They are also covering a pretty big geographic footprint from most of Western New York, OH, PA and WV, so probably racking up some pretty big mobile service miles.

 

[Quattro Powers]

Yeah, I get the principle. However, the minute it became a slight inconvenience I would've pulled out the 200 ft/lb big guy and done it myself.

I understand this is not an option for everyone.

Rivian should offer you a job!

 

[Rousie13]

Jake. But great to know they have at least 2 making that impression. I get the feeling they might not be as swamped as a few of the other service centers in the more EV centric areas. They are also covering a pretty big geographic footprint from most of Western New York, OH, PA and WV, so probably racking up some pretty big mobile service miles.

I just saw you’re from PA, so that makes sense now. Kyle pretty much covered most of OH and down into WV.

Surprisingly Ohio actually is pretty EV heavy with quite a few EVs. I never would have guessed that before.

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