Gaithersburg, MD Service Center Officially Open!

[Biturbowned]

So I have an appointment there on Sept 19th for a lot of little things (first service visit, rotate tires, loud closing charge port cover, rear gate alignment, backup light recall, etc). ...


... hearing some horror stories on various forums of people having their Rivians there for a week before they are even touched and then it taking a LONG time to get the service done. Any thoughts on this? Maybe I can try to call the manager and talk to him before I go? (anyone know how to contact them?)

None of my issues are critical and I would rather just wait until later when they aren't so overloaded instead of go without our R1S for weeks.

I had to have mine towed to Gaithersburg and it arrived on 8/15, estimated to complete the work on Friday 8/25, but the woman said she’d call back Thursday with an update. Just a datapoint.

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[diehlryan]

Day 10 from drop off. The SC has yet to look at the truck. It moved last Friday from 1 end of parking lot to the other and the tech hit the update software button. Nothing else has been done to look at or make progress on open ticket items. SC ignoring requests for a call to discuss updates on timing. I'm extremely disappointed in the experience. The wait to appt is manageable when issues are minor and truck is driveable. I cannot excuse the truck sitting on the lot for 10 days and no communication from the SC. I was told 3-4 days for update and a 7-10 day turnaround time. Hiding behind a general support number or chat gives me no options to escalate.

 

[Electrified Outdoors]

Day 10 from drop off. The SC has yet to look at the truck. It moved last Friday from 1 end of parking lot to the other and the tech hit the update software button. Nothing else has been done to look at or make progress on open ticket items. SC ignoring requests for a call to discuss updates on timing. I'm extremely disappointed in the experience. The wait to appt is manageable when issues are minor and truck is driveable. I cannot excuse the truck sitting on the lot for 10 days and no communication from the SC. I was told 3-4 days for update and a 7-10 day turnaround time. Hiding behind a general support number or chat gives me no options to escalate.

What's wrong with it?

 

[diehlryan]

What's wrong with it?

Frunk button doesnt work. Rear camera has water In it. Passenger rear window is out of calibration. The gear tunnel door needs aligned. Rattling under driver floor. Highway assist has never worked. R1T badge on tailgate is crooked. Tire rotation. Windshield replacement due to chip and crack.

 

[jeeden]

Well, I'm still scheduled to go into there next Tuesday. I talked to Rivian Service two days ago and told them if they are behind on schedule to let me know and I will reschedule as I don't want the truck sitting there for days if no work is happening. They said they would put it in the notes, but who knows.

 

[kanundrum]

Well, I'm still scheduled to go into there next Tuesday. I talked to Rivian Service two days ago and told them if they are behind on schedule to let me know and I will reschedule as I don't want the truck sitting there for days if no work is happening. They said they would put it in the notes, but who knows.

Good luck I hear scheduling/difficulty of sitting vehicles has been tough

 

[jeeden]

I think I'm going to call them Monday and reschedule for later in the fall. Word on facebook is 3-4 weeks per vehicle wait time and they are over 100 vehicles on site (mostly new) they are trying to deliver. I guess a lot of folks from NY, PA, etc are flocking to this SC instead of the NY one

 

[swaggner]

Well, I'm still scheduled to go into there next Tuesday. I talked to Rivian Service two days ago and told them if they are behind on schedule to let me know and I will reschedule as I don't want the truck sitting there for days if no work is happening. They said they would put it in the notes, but who knows.

Mine sat for 14+ days before service started and by the time I get it back it (next week hopefully) it will be over 21 days. If it’s not critical, I would wait.

 

[diehlryan]

August 14th drop off. New completion target date of Sept 11th or 12th.

In between they told me target of the Sept 1st and missed and a target date of today the 8th and missed.

 

[Electrified Outdoors]

We had the S scheduled for 9/28. I just rescheduled. First available Dec 29th.

 

[virgnia_rivian]

We are scheduled to go in Friday. They told us 3-4 weeks. We told them unacceptable and called Rivian support to intervene. The SC called back and then told us 1-2 weeks max. They also finally admitted to us they don’t have our spare tire that we ordered months ago. We made them set up a mobile service to deliver it. It’s a mess right now. We’ll see how it goes when we show up Friday, but we’ll be very clear they don’t get to keep the truck more than 2 weeks.

 

[jeeden]

Just got a call from Rivian about my appointment on the 19th (they reached out, wasn't a call back as my appointment has been set for a couple of months and I got my confirmation email the other day that the appointment was a week away, I planned to call them Friday and tell them I want to reschedule because of the backlog on service)...

They were reaching out because of the backlog on service and wanted to make me aware it could be 3-4 weeks for them to do the work on my R1S and if that wasn't going to work they could reschedule me. I thanked them for calling to let me know, told them I was planning to call them about it, and that I would like to reschedule. Said it would be no problem, but if I was willing to have a mobile service appointment they might be able to solve most of the issues and do diagnostics on things that need to be done in the shop so they already know what work needs to be done when it does go in the shop I told them that would be great and I'm supposed to get a call today or tomorrow from their mobile service manager to talk about timing and what work will be done.

I feel like I need to give some props here...
- They proactively reached out to me
- There was no BS on the timing
- They offered the new appointment and are trying to do what they can through mobile

In my professional industry "bias for action" is an important thing and I think they are doing it here, just trying to scale it and I'll give them credit for it.

 

[diehlryan]

Just got a call from Rivian about my appointment on the 19th (they reached out, wasn't a call back as my appointment has been set for a couple of months and I got my confirmation email the other day that the appointment was a week away, I planned to call them Friday and tell them I want to reschedule because of the backlog on service)...

They were reaching out because of the backlog on service and wanted to make me aware it could be 3-4 weeks for them to do the work on my R1S and if that wasn't going to work they could reschedule me. I thanked them for calling to let me know, told them I was planning to call them about it, and that I would like to reschedule. Said it would be no problem, but if I was willing to have a mobile service appointment they might be able to solve most of the issues and do diagnostics on things that need to be done in the shop so they already know what work needs to be done when it does go in the shop I told them that would be great and I'm supposed to get a call today or tomorrow from their mobile service manager to talk about timing and what work will be done.

I feel like I need to give some props here...
- They proactively reached out to me
- There was no BS on the timing
- They offered the new appointment and are trying to do what they can through mobile

In my professional industry "bias for action" is an important thing and I think they are doing it here, just trying to scale it and I'll give them credit for it.

Glad they learned their lesson. Little too late for me. I got lies and non communication. Truck dropped off Aug 14th and picked up yesterday. Almost a full 30 days. Gear guard shows they didnt look at truck until Sept 6th. It just sat on lot from 14th-6th.

They also failed to address all of my issues. Biggest is highway assist not working. The ticket looks like minimal diagnostic was done and nothing to fix. Service advisor didnt mention it when picking it up. Just said truck done. Ready to go. Got me my fob and off I went.

Awful experience.

 

[jeeden]

Glad they learned their lesson. Little too late for me. I got lies and non communication. Truck dropped off Aug 14th and picked up yesterday. Almost a full 30 days. Gear guard shows they didnt look at truck until Sept 6th. It just sat on lot from 14th-6th.

They also failed to address all of my issues. Biggest is highway assist not working. The ticket looks like minimal diagnostic was done and nothing to fix. Service advisor didnt mention it when picking it up. Just said truck done. Ready to go. Got me my fob and off I went.

Awful experience.

Following up with my update...

They called the next day and scheduled me for the mobile service in early October. I can't wait to see the van. They are going to be able to do everything on my list (backup lense recall, tire rotation, driver door handle fix, rear gate alignment, etc) except for the AC pressure check (which I think is ok, just want to make sure because it seemed to struggle during the heat wave last month).

 

[Electrified Outdoors]

Following up with my update...

They called the next day and scheduled me for the mobile service in early October. I can't wait to see the van. They are going to be able to do everything on my list (backup lense recall, tire rotation, driver door handle fix, rear gate alignment, etc) except for the AC pressure check (which I think is ok, just want to make sure because it seemed to struggle during the heat wave last month).

The mobile service guy was great! He told me he services NOVA and western MD. He didn't have a Rivian EDV... he had an ICE Ford van. He said the EDV don't have enough range for his different service locations but he did say they were great.

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