Service is the weak link

[moosetags]

Too complicated is a gross understatement. I do, in fact, understand the reason for a new payload sticker as the spare tire would reduce the vehicle payload by about 70#. It would seem though that since the vehicle was ordered with a spare tire, the payload rating would be correct from the factory.

To take this matter to the "Rivian Extreme", a new payload sticker would be required when you received your all weather floor mats (15#). When your pre-ordered tonneau cover arrives, you will need yet another payload sticker to cover that 20# reduction in the vehicle's payload.

Maybe Rivian can think up some additional ridiculous procedures to further constipate their own service system.

Brian

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[diehlryan]

for example, in the Seattle area, during peak, appointments can be 3-4 months out. the SC is too small for the number of vehicles (R1 and EDV) needing service and delivery of new vehicles. they acquired a larger building last year and they are working on getting this ready but again it takes time. its roughly 10x the size of the current SC and will help alleviate some of this wait. and as they hire, train and ramp up technicians, im sure they will get better fixing issues as well. and as their QC gets better, there will be less need for minor service.

IMO the challenge isn't just the time to get an appt. The bigger challenge, and one they can work to fix now, is drop off date to work being done on the vehicle. Vehicles should not site more than 2 days at the SC before being looked at/worked on.

 

[sevengroove]

What happens when you decide you don't want the spare and you sell it? Do you get a new payload sticker? What about R1S owners who do not have an official place to put a full-size spare but still carry it around, affecting payload? None of this makes any sense ...

 

[bhopkins]

So for everyone raising a stink about why Rivian forces you to come to the service center to have the spare tire installed, it is most likely related to the requirements of 49 CFR Part 567:

https://www.ecfr.gov/current/title-49/section-567.4

Specifically:
49 CFR 567.4(a): Each manufacturer of motor vehicles (except replica motor vehicles and vehicles manufactured in two or more stages) shall affix to each vehicle a label, of the type and in the manner described below, containing the statements specified in paragraph (g) of this section.

49 CFR 567.4(b): The label shall be riveted or permanently affixed in such a manner that it cannot be removed without destroying or defacing it.

49 CFR 567.4(g): Not going to post the full requirements of (g) as they are quite long. You can use the above link to read if you desire.

So, short story, Rivian is doing what they are required by US Federal Regulation to do.

 

[moosetags]

They already did affix the sticker. They're done. They have already complied with the CFR.

Brian

 

[s4wrxttcs]

I wouldn't even mind it if they fixed my vehicle while I was on vacation, but they're not even having me drop off my vehicle until I get back. So the timing is far from ideal.

I'm also have my bike fixed that I recently bought and their (a dealer of the bike) service wait is significantly better, BUT they require me to drop off my bike for 2 weeks and if I don't pick it up in time they'll charge me a storage fee. Haha

 

[bhopkins]

They already did affix the sticker. They're done. They have already complied with the CFR.

Brian

Rivian likely believes that (g)(3) requires them to update the sticker since adding a spare tire changes the GVWR. I’m not here to argue whether it makes sense or not, but at least they are doing their best to follow Federal Regulations.

 

[SASSquatch]

Folks - Rivian is burning through cash faster than our esteemed fellow forum member @opnwide burns through inflatables.

They've got <$10B in the bank and they are building a new factory, scaling an existing factory, scaling an entire charge network, scaling customer showrooms, and finally scaling service.

The only way they make money out of all of those efforts is by selling vehicles - preferably the most expensive ones (R1S). So, Rivian is going to invest most of their energy in cranking out trucks because that is they only way to keep the lights on.

It is likely going to be several years before they can scale their service apparatus to effectively meet demand.

It's the early adopter penalty, but you are the coolest kids on the block, so you take the good with the bad.

 

[Tim-in-CA]

Unfortunately this applies to service …..

 

[Billybobgt]

Just want to add a good experience of Atlanta sc. Noticed two issues with the truck after purchase (not safety related). Received a phone call later that day asking to schedule a date. I chose a date that was going to allow me to drop off the truck on the way back from Chattanooga to NW Florida. The date was a little over three weeks away and it sounded like I could have had a sooner appointment but the logistics worked out better to wait.

A third issue was added to the request after getting the email about wiper blades and wire bundle being close. No change to drop date. I dropped the vehicle off this past Monday afternoon with most work completed within one day and the completion this afternoon (day two).

I was given a rental car to get me back to Florida and will be driving back to Atlanta on Saturday afternoon. I realize the issues weren't large and I haven't seen the final result but so far I don't have problems with the first service experience.

While I would love a service center to be located in the Gulf Coast area I know that won't happen any time soon. The driving 5 hours to Atlanta was a risk I needed to accept when making the purchase.

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