Rivian Horrible customer/Service support

[madugula]

Rivian Customer service is horrible, everything they say is reset/restart for any issue. No proper solution. Rivian App planner does not work on Samsung phones, they ask to reset the vehicle, no idea sometimes what they talk. I had a small scratch on driver side at delivery, which they tried to buffing at my home, did not work. Proximity sensor is a big joke, I need to turn off at my home is not a convenient feature otherwise it keeps locking/unlocking when I walk in the garage. I think based on few conversions with Rivian service contacts, the people here in this forum I feel have better knowledge than the customer service/service center. Sorry my experience is not that great.

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[biglet]

Do you not own electronics? Is this your first experience with anything with a circuit in it? Literally everything with a chip in it will have "turn it off and turn it back on" as step 1 in every troubleshooting guide on earth. Stop being nonsensical.

 

[ndmiller]

I have my first service appointment next Wednesday for scratched front window trim on both rear doors at delivery last week, so cannot comment YET. Would would think they would just replace the two trip pieces but will let you know how it works out.

As for proximity, I just got .46 and it seems with my FOB it recognizes me about 5 feet away for both lock and unlock. BUT I have been preconditioning the car before I leave in the AM, so that's probably waking up the truck maybe not the best test.

FWIW it's just a computer on wheels, so off-on is the standard thing for all things electrical. Not defending, just think that's all they've got unless they can push an update.

 

[KootenayEV]

Had my first service experience a few weeks ago, and they did a good job in my books. Even managed to fix two other small things I had noticed since I had submitted the original ticket.

As far as the phone-key thing, it is inherent in the tech. I've had a Model 3 for 5 years and there are times I'm standing there staring dumbly at my car waiting for it to open. The Rivian is as good in my experience thus far (3 months), and the convenience of the phone working the majority of the time outweights the minor inconveniences sometimes when it doesn't. (I'm still on .38 update; supposedly the most recent improves PAAK.)

 

[dleepnw]

while the stuff youre dealing with is not ideal, i think its a bit of na overreaction. i get that we paid $80-95k for our vehicles and that raises our expectations. but vehicles with this much tech are going to have issues. good software is no joke.
if you garage your vehicle, maybe consider turning off the proximity feature at home? i agree it was very random when i first got my vehicle and turned it off and that works for me and people have said its improved a lot with OTA updates but i haven't tried.

i will say the key fob sucks. its one thing to have a passive system scanning to lock/unlock but when youre actively pressing the button on the fob and the vehicle does nothing, it can get pretty annoying.

 

[HaveBlue]

Now that you've vented, go enjoy your car. It'll work out.

 

[Magicbus]

I think they’ve done a good job. We just took delivery but had a number of small reasons to deal with customer service and all were good.
But I gotta say, being annoyed that your proximity sensor trips when you walk into your garage seems a bit overboard… unless you have a really big garage .

 

[COdogman]

 

[PappaBolt]

So… The proximity locking is too sensitive (you can turn it off at home), and there’s a scratch that you’re waiting on a repair for.

How does that translate to multiple resets and horrible customer service? Surely there’s more to this story.

 

[Hillbilly]

Rivian Customer service is horrible, everything they say is reset/restart for any issue. No proper solution. Rivian App planner does not work on Samsung phones, they ask to reset the vehicle, no idea sometimes what they talk. I had a small scratch on driver side at delivery, which they tried to buffing at my home, did not work. Proximity sensor is a big joke, I need to turn off at my home is not a convenient feature otherwise it keeps locking/unlocking when I walk in the garage. I think based on few conversions with Rivian service contacts, the people here in this forum I feel have better knowledge than the customer service/service center. Sorry my experience is not that great.

Samsung phones suck. just schedule an appt with service. There are growing pains, but IMHO most of the sucky part of dealing with service is simply not driving the rivian.

Sony ftw.

 

[madugula]

Here are the Issues I have currently for the recently delivered R1S max pack:

• Samsung phones the Planner is not working/never worked
• Scratch on the main driver door
• Gap between charging pad and the trim(center console), they said trim need to be replaced
• Torn carpet at the bottom of the passenger seat between seat and center console
• White rim above the doors have the sharp edges at the bottom side

 

[PappaBolt]

Sounds cosmetic minus the trip planner. May we have the reason for the multiple resets and bad customer service?

 

[NY_Rob]

At least they didn't ask you to do a CTL+ALT+DEL to fix the scratch in the door ?

Rivian will eventually fix all your issues.. just give them a chance.

 

[COdogman]

Here are the Issues I have currently for the recently delivered R1S max pack:

• Samsung phones the Planner is not working/never worked
• Scratch on the main driver door
• Gap between charging pad and the trim(center console), they said trim need to be replaced
• Torn carpet at the bottom of the passenger seat between seat and center console
• White rim above the doors have the sharp edges at the bottom side

I understand wanting the gaps, scratches fixed assuming you just took delivery, but the only technical issue you listed was your phone complaint. Have you considered the issue might be your phone and not the Rivian?

Also if you just took delivery and are here complaining this much before giving them a chance to fix anything I'm not sure this is the right vehicle for you.

 

[Mike2325]

When buying a vehicle and you wish your experience to be top notch you may not want to choose a company that has no experience building a car 2 years before yours was built....
I have an R1T that has 45k miles on it, I've driven this truck back and forth across the country and up and down a few times and have had relativity no issues, but had I ran into issues, I knew the risks I took with my veichle that was the 4100ish vehicle to roll out of the doors of this company. Funny how that gets lost on all the repeated complaints on these forums.

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