Service Center Updates (or lack thereof). Just me?

[MIG]

Brought my car in for service last week. Everything went smoothly, I was in my rental and sitting in my office pretty quickly after dropoff. Later that afternoon got an update on the app with a list of items that needed inspection and a "we're getting to work and will reach out with any updates." Silence since then. Seems like they have a good system in place but it's only as good as the person(s) on the other end (but still no update in the app itself). I finally called the service number and they've diagnosed the problem but won't have it fixed until next week. Anyone else getting crickets on service notifications or am I just unlucky?

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[R1Tom]

Service is a start up and I have heard it took Tesla many years to get there service team up to speed too.

Seriously...only thing you can do in my opinion is be a squeaky wheel. I had to call every day for an update while it sat untouched in their lot for almost the whole time.

It sounds like they are working in improving their service capability, so hoping it gets better soon.

 

[MIG]

Looks good on paper (or the app, at least). Nice list of methodical steps required to diagnose the problem - with no change for 5 days.. The guy who took the car had an iPad that he was typing into and told me he'd be my point person. As a basis for comparison I needed body work on another car that was rear-ended during lockdown. The (very large, very busy) body shop that was handling the repair had concierge-level service where the same person handled my service from estimate to delivery of the repaired vehicle. I got a couple of informative phone calls and I had access to his mobile number (which I never called because he gave me prompt updates). First-rate service. Rivian, not so much.

 

[Killer95Stang]

Looks good on paper (or the app, at least). Nice list of methodical steps required to diagnose the problem - with no change for 5 days.. The guy who took the car had an iPad that he was typing into and told me he'd be my point person. As a basis for comparison I needed body work on another car that was rear-ended during lockdown. The (very large, very busy) body shop that was handling the repair had concierge-level service where the same person handled my service from estimate to delivery of the repaired vehicle. I got a couple of informative phone calls and I had access to his mobile number (which I never called because he gave me prompt updates). First-rate service. Rivian, not so much.

I recently had the same type of great service at local independent body shop. Great communication and email updates every day with detailed information.. ie.. bodywork complete, headed to our paint shop. I was pleasantly surprised.

As far as Rivian goes, I was also told by my service advisor that he would be my point of contact. I asked about updates via app, and he said I wouldn't get any. At least he was honest. After a week and a half of my car being in the rear of their parking lot (GPS located), it finally moved toward the center of the shop yesterday morning. At midnight, my wife sent me a text to tell me she got a notification that the R1S doors had opened. When I checked the app, the windows were down, frunk was open and it was awake. This morning I noticed it was charging from 24% to 60% where it stopped. Hasn't moved since, but at least they are working on it. I guess part of then adventure is learning to be a good detective.

 

[MIG]

After a week and a half of my car being in then rear of then parking lot (GPS located), it finally moved toothed center ofnthe shop yesterday morning.

Unfortunately the culprit is my communications module, so I'll likely next get a ping in Normal, IL as they're reconfiguring the replacement module. No idea when it'll show up in Chicago for installation into my vehicle.

 

[tato97]

Unfortunately the culprit is my communications module, so I'll likely next get a ping in Normal, IL as they're reconfiguring the replacement module. No idea when it'll show up in Chicago for installation into my vehicle.

After two years reading/lurking on this forum, I finally joined to reply to this. My truck is in the exact same situation as yours. Likely with a Telematics module failure. Was towed to service center a week ago and I had to call yesterday to request an update as it has been sitting there for a week with no updates. I was told parts are being shipped from the plant.

Truck began acting weird two weeks ago and after a couple of calls and hours with support, they recommended towing to service. I happen to have a home service call in a couple of days for a minor trim adjustment. The technician spent a significant amount of time troubleshooting the comm issues. He disconnected the 12V batteries and did multiple reboots to the main computer module (truck will NOT go into hard reset no matter how hard we tried for days). Bottom line, is likely a Telematics module failure.

 

[Lpotter86]

Dropped my truck off at the Madison Heights SC in MI last Wednesday. Checked in via the chat in the app for an update on Tuesday and they said they would get to it for another 3 days(doubt). I worked at Tesla in Service for 4 years in Michigan so I’m totally understanding of the shit show they got going on at the SC. They just need to plan out the schedule better. Just my Kia rental is costing them $44 a day while the truck just sits there. Wasted $.

* Dropped off for failure to Fast Charge(and Recalls while it’s there)

 

[MIG]

Bottom line, is likely a Telematics module failure.

That was my initial take but I wasn't going to mess around with the 12V battery connection (at the risk of creating a bigger problem). I lost sound from the radio/bluetooth and did a soft reset. When nothing happened I ran a hard reset and got a message that my SOS function was gone and the hard reset didn't take. That's when I noticed that the LTE connectivity was gone and my GPS was wonky. Everything pointed to a fried module.

 

[MIG]

Dropped my truck off at the Madison Heights SC in MI last Wednesday. Checked in via the chat in the app for an update on Tuesday and they said they would get to it for another 3 days(doubt). I worked at Tesla in Service for 4 years in Michigan so I’m totally understanding of the shit show they got going on at the SC. They just need to plan out the schedule better. Just my Kia rental is costing them $44 a day while the truck just sits there. Wasted $.

* Dropped off for failure to Fast Charge(and Recalls while it’s there)

My only upside is that my rental has Sirius.

 

[Lpotter86]

I’m on week 4 of my truck sitting at the SC. Only had one update after I had requested a call with an update. They still haven’t started work on the truck. I requested another call yesterday. I’m normally easy going as I worked in EV Service but this is outta hand.

 

[R1Tom]

I’m on week 4 of my truck sitting at the SC. Only had one update after I had requested a call with an update. They still haven’t started work on the truck. I requested another call yesterday. I’m normally easy going as I worked in EV Service but this is outta hand.

I am very surprised Rivian hasn't taken action on this situation of service centers bringing customer trucks onto their lots, just to sit, I'm some cases for.many weeks, prior to starting work on the trucks.

It is costing them alot in rentals, loaners, and even more substantial..reputation.

It is a significant process flaw and should be correctable with proper management.

 

[MIG]

The service center staff couldn't be more professional and they thoroughly diagnosed my issues and resolved them fully, it's just that there's clearly a process in place to alleviate anxiety and communicate progress to the owners but it's not being implemented.

 

[Lpotter86]

So far they’ve paid a smidge over $1,000 for me to drive this Kia Seltos, lol.

 

[Lpotter86]

The service center staff couldn't be more professional and they thoroughly diagnosed my issues and resolved them fully, it's just that there's clearly a process in place to alleviate anxiety and communicate progress to the owners but it's not being implemented.

Everyone I’ve actually been able to talk to has always been super friendly. But no one knows what’s going on.

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