FINALLY, getting key fob replaced (2 mo) UPDATE: (TRUCK BRICKED)

[kizamybute']

I had lost my key fob a few months ago and immediately called Rivian to order a new one as I'm not one that uses my phone as a key.

They said they had to put in a "Service ticket". Not a simple case of just ordering a product as it should be. Tesla and most places, you can just go purchase key fobs from their website and have them in a few days.

After hearing nothing for a couple of weeks, called again.
Reply was...."I'll look into it and call you right back".
Two weeks later, called again. "I'll look into it and call you right back".
Two weeks later, called again. "I'll look into it and call you right back".
About a week and a half later, called again. This time, "let me look into it and see when we can schedule a service appointment for you, I'll call you right back". This time, he actually did call back. Unfortunately, I missed the call by about a half a second. Tried to answer, but it had already gone to voicemail.

I called right back, which meant I had to deal with someone new because you can't simply ask for the person that had just called you. So, process started all over again. "I'll look into it and call you right back". This time, I only waited a day and called back.
Again, "I'll look into it and call you right back". This time, I asked, can't you check with the last person that said they were ready to schedule my service appointment? They seemed to have made progress where other's have not. She complied with the request. Put me on hold for about 30 minutes. But finally came back and FINALLY, now have a service appointment scheduled for next week.


On a separate, but related note, found it interesting that they said they would only allow me to purchase ONE key fob. They stated, since I already owned one, I was only allowed to get one more as they don't allow owners to have more than two! After re-explaining, multiple times, that my first one was lost and I no longer owned a key fob (technically I guess I still own it, just don't have it), and after a few times being placed on hold, they finally agreed that they would grant me the honor of purchasing TWO new key fobs. LOL

Apparently, only Rivian can program key fobs to the cars. Most other vehicles (or at least many of them), can be programmed from within the car by the owner. Seems like Rivian is choosing to make things harder on themselves by insisting that only they can update items that commonly need updating. Tire pressure sensors, wheel size changes, key fobs, etc. Would free up their resources if they just made these selectable options from the screen for owners to do in a minute or two, rather than having to waste a bunch of Rivian's time and the owner's time to deal with a full-on service appointment.

Dealt with a similar lengthy process when I switched the truck to 21" wheels and needed it re-programmed. Between the many calls, service calls, etc, so much time was wasted before it eventually got done a few months later. In a Tesla, simply go to the screen, a couple of taps and presto, the car shows what wheels it has based on your selection. Or, presto and my TPMS are reset.

Not saying any of the above to whine and complain, rather, because it just seems like such a waste of Rivian's valuable resources that could be spent in more productive areas. Hopefully, they'll realize that many things could be done so much easier and update the software to allow simple changes like this to be made without such a lengthy, time-consuming process.

Regardless, excited to finally have a key fob again. Drives me nuts having to use the phone!


EDIT 01/03/2023 -
Received confirmation for my service appointment on Thursday as well as the cost estimate.
$350 for two key fobs ($175 each).
$120 for labor to program the key fobs.
Plus Tax.
Just over $500 total. Not bad. Was expecting it to be around $600.

EDIT 01/03/2023 -
Went out to go somewhere and the truck wouldn't unlock, with the phone or key card or wristband. Tried the app as well. Truck wasn't communicating with the app. Had to spend some time digging one of my other cars out of the garage to go where I needed to go. Came back, called Rivian. They tried to unlock it remotely with no success. They said it last communicated the night before around 11:30 PM.

They had me try opening the frunk (press button 5 times). It popped the frunk, but wouldn't open all the way. Now, can't close it back all the way down. Hoping it's not filled with water due to the rain.

Then they had me pull the hitch cover and the circle tab to the right to access the "jump" wires.

They said the best thing was to jump it with an ICE vehicle. Unfortunately, don't have jumper cables. They said however, I could use a battery charger to charge the battery back up. Apparently not accurate as I've since read that it doesn't connect straight to the battery.

Had it on a high-powered charger for several hours and while the lights flashed intermittently, still couldn't open the doors. Tried several hours later no luck. Decided to try a trickle charger instead and see if that would work. 12 hours later, still dead.

My Rivian Service center called this morning and said they had no availability today and I would have to wait for my previously scheduled service appointment tomorrow, when they were coming for the fobs anyway. So, the truck would be stuck in the driveway for another day.

At 12:45 PM however, I received a call that the service tech person was on their way!! HUH? Confused as they said I had to wait until tomorrow. My appointment on the app still shows tomorrow, But, no complaints, they said they were able to get me in today, which is great.

Said they're bringing two 12V batteries, along with the key fobs.

Amazing that there's not a simple way to get into the truck if the 12V battery dies. Pretty much stranded. Even if you carry jumper cables and a screwdriver to open the back panel up, or the front fender well to manually release the frunk, you can't open the truck to get to them. Rivian needs to find a solution for this. I'm thankful it was in my driveway when it happened. Would not have been fun if I was out or somewhere in the middle of nowhere!

Am going to ask the tech person what options there are if it happens again.

Concerning that the 12V battery died so quickly (just 6 months after purchase) and with absolutely no notice. My Tesla used to warn me that the 12V battery was getting low and to service it soon.

The truck sat charged to 85% for just one day. Went from driving just fine to completely dead. With these huge batteries we have in the car, amazing that such critical features still rely on old-tech 12V batteries.

I guess purely coincidental that I happened to already have a service appointment scheduled, so will get to take care of both things at the same time.

Wil update once it's back up and running. Am worried however, what the cause was and when it will happen again? My last software update was several weeks ago, so don't think it's related to the latest software update?

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[COdogman]

It should not be that hard.

 

[NY_Rob]

Well, not much of a surprise you got the run around for a new fob... after all they told an owner here to bring the vehicle in to a SC to replace a blown fuse... ?

 

[photontorque]

Thanks for blazing this trail. Good to know that it is at least possible to get another key fob. And agreed with @COdogman, it should not be that hard.

 

[jakef801]

Android "Tiles" have been a life saver for me (wallet, keys, passport, cars, bikes, etc.) I have dozens now..and your phone becomes a Tile as well (just double tap any other tile and your phone will blare from underneath the couch, shitter, etc). Not GPS, but next best thing. They also note "last known location".

 

[madgrey]

Android "Tiles" have been a life saver for me (wallet, keys, passport, cars, bikes, etc.) I have dozens now..and your phone becomes a Tile as well (just double tap any other tile and your phone will blare from underneath the couch, shitter, etc). Not GPS, but next best thing. They also note "last known location".

It would really be amazing if those things could prevent stuff from going underneath the shitter.

 

[madgrey]

Not saying any of the above to whine and complain, rather, because it just seems like such a waste of Rivian's valuable resources that could be spent in more productive areas. Hopefully, they'll realize that many things could be done so much easier and update the software to allow simple changes like this to be made without such a lengthy, time-consuming process.

Could not agree more and I'm really looking forward to having the ability to deal with simple things like fob programming, wheel changes, etc. through the UI. Maybe this is the plan for fuses as well, some sort of menu in the UI to at least help idenfity which fuse goes where. I'm hoping that this is just a priority call on their part and the functionality will be coming soon.

 

[shumdit]

It should not be that hard.

That’s what she said

 

[VSG]

Not a simple case of just ordering a product as it should be. Tesla and most places, you can just go purchase key fobs from their website and have them in a few days.

Perhaps you've still not fully understood the depth of the problems caused by "supply chain" issues. Especially in a company that is ramping up and increasing its output exponentially. Rivian clearly does not have excess fobs on hand. Or wrist bands, or spare tire mounts, or a lot of other things. When these are no longer supply-limited, then you will see them showing up in the gear shop because selling extra parts that they have on hand is just pure profit. Rivian has already followed this route with wheels/tires for example - the supply of wheels used to be a main reason for batching of builds and out-of-order deliveries, with people constantly switching their configuration to try to get their truck sooner. But that doesn't seem to be the case any longer, and now they have extra wheel sets which they are selling in the gear shop. I think you can expect this trend to continue, and eventually I expect them to make most parts available for purchase in some manner.

 

[kizamybute']

Perhaps you've still not fully understood the depth of the problems caused by "supply chain" issues. Especially in a company that is ramping up and increasing its output exponentially. Rivian clearly does not have excess fobs on hand. Or wrist bands, or spare tire mounts, or a lot of other things. When these are no longer supply-limited, then you will see them showing up in the gear shop because selling extra parts that they have on hand is just pure profit. Rivian has already followed this route with wheels/tires for example - the supply of wheels used to be a main reason for batching of builds and out-of-order deliveries, with people constantly switching their configuration to try to get their truck sooner. But that doesn't seem to be the case any longer, and now they have extra wheel sets which they are selling in the gear shop. I think you can expect this trend to continue, and eventually I expect them to make most parts available for purchase in some manner.

You only quoted a part of my post. My point wasn't about how they are ordered, but the fact that they require a service appointment to get them. I understand supply chain issues. Regardless, shouldn't require a full on service appointment to get them. That seems like a waste of resources for, as you say....."a company that is ramping up and increasing its output exponentially". Their time could be better utilized focusing on that and not having to schedule service appointments for simple things like key fobs, tire/wheel changes, etc..

 

[R1Sky Business]

I had lost my key fob a few months ago and immediately called Rivian to order a new one as I'm not one that uses my phone as a key.

They said they had to put in a "Service ticket". Not a simple case of just ordering a product as it should be. Tesla and most places, you can just go purchase key fobs from their website and have them in a few days.

After hearing nothing for a couple of weeks, called again.
Reply was...."I'll look into it and call you right back".
Two weeks later, called again. "I'll look into it and call you right back".
Two weeks later, called again. "I'll look into it and call you right back".
About a week and a half later, called again. This time, "let me look into it and see when we can schedule a service appointment for you, I'll call you right back". This time, he actually did call back. Unfortunately, I missed the call by about a half a second. Tried to answer, but it had already gone to voicemail.

I called right back, which meant I had to deal with someone new because you can't simply ask for the person that had just called you. So, process started all over again. "I'll look into it and call you right back". This time, I only waited a day and called back.
Again, "I'll look into it and call you right back". This time, I asked, can't you check with the last person that said they were ready to schedule my service appointment? They seemed to have made progress where other's have not. She complied with the request. Put me on hold for about 30 minutes. But finally came back and FINALLY, now have a service appointment scheduled for next week.


On a separate, but related note, found it interesting that they said they would only allow me to purchase ONE key fob. They stated, since I already owned one, I was only allowed to get one more as they don't allow owners to have more than two! After re-explaining, multiple times, that my first one was lost and I no longer owned a key fob (technically I guess I still own it, just don't have it), and after a few times being placed on hold, they finally agreed that they would grant me the honor of purchasing TWO new key fobs. LOL

Apparently, only Rivian can program key fobs to the cars. Most other vehicles (or at least many of them), can be programmed from within the car by the owner. Seems like Rivian is choosing to make things harder on themselves by insisting that only they can update items that commonly need updating. Tire pressure sensors, wheel size changes, key fobs, etc. Would free up their resources if they just made these selectable options from the screen for owners to do in a minute or two, rather than having to waste a bunch of Rivian's time and the owner's time to deal with a full-on service appointment.

Dealt with a similar lengthy process when I switched the truck to 21" wheels and needed it re-programmed. Between the many calls, service calls, etc, so much time was wasted before it eventually got done a few months later. In a Tesla, simply go to the screen, a couple of taps and presto, the car shows what wheels it has based on your selection. Or, presto and my TPMS are reset.

Not saying any of the above to whine and complain, rather, because it just seems like such a waste of Rivian's valuable resources that could be spent in more productive areas. Hopefully, they'll realize that many things could be done so much easier and update the software to allow simple changes like this to be made without such a lengthy, time-consuming process.

Regardless, excited to finally have a key fob again. Drives me nuts having to use the phone!

U know, you're gonna find that lost keyfob one of this days right.....

 

[R1Sky Business]

It should not be that hard.

It's the Rivian way

 

[R1Sky Business]

Could not agree more and I'm really looking forward to having the ability to deal with simple things like fob programming, wheel changes, etc. through the UI. Maybe this is the plan for fuses as well, some sort of menu in the UI to at least help idenfity which fuse goes where. I'm hoping that this is just a priority call on their part and the functionality will be coming soon.

Sounds too complicated...?

 

[kizamybute']

U know, you're gonna find that lost keyfob one of this days right.....

Possibly! Then I guess I'll have to rely on my honor system to see if I call Rivian to see if they want me to return one of the key fobs since I would then have three of them, which is apparently against their rules.

I was doing a lot of construction at my house, so I fear that it mistakenly got thrown in the trash.

In my decades of driving, figures the first key fob I ever lose is with the vehicle in which only one was delivered with the truck and has to be the most complicated one to try and replace. The only other key fob I've ever purchased was for the 2017 Model 3 since Tesla originally didn't offer them at all.

I still can't wait for Rivian to make the key fobs passive!

 

[kizamybute']

Received confirmation of my service appointment scheduled for Thursday, along with the cost. $350 for two key fobs, so $175 each which is more than reasonable. $120 to program the fobs, which is where I think it should be something simple enough for owners to do themselves. But, I guess that's why Rivian is mandating that they have to do it. Forces additional revenue. $120 for something that will likely take them 5 minutes to do. Add in tax and the total bill is just over $500 for two key fobs. I was expecting it to be closer to $600, so no complaints. Their pricing appears to be reasonable.

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