No Available Appointments at Costa Mesa Service Center?

[UnsungZero_OldTimeAdMan]

Yea, you would think that this service center would be top notch due to proximity HQ in Irvine

HQ and employees must know it’s bad. How could they not? Back in July when I had my delivery appt., no one greeted me at the door. Delivery guide who turned up later must’ve been busy with another delivery. Before he approached me, I walked in to the building or customer lounge. Just beyond this area was a desk jockey at his desk. He glanced up and then back at his pile of papers. Not even a smile. Whatever I was there for, he just couldn’t be bothered. Why is someone like this even be allowed to work at the front office and facing customers??

Couple months later, when I had issues with my full size spare order and mobile appt., the national service rep (manning the number on the Gear Shop page for spares) tried multiple times to call Costa Mesa SC (with me on the line) and no one answered.

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[mini2nut]

Bad experience at CM service center as well. I had two panels adjusted because they were out of alignment. The one panel was adjusted worse then when I dropped it off.

Very frustrating to say the least. I don’t feel that anyone is performing QC before returning vehicles to customers.

 

[mabowden]

As a stockholder this drives me nuts!

Yeah, also my truck was obviously left outside under a tree. I brought it in fairly clean and received it ABSOLUTELY filthy. I should have taken photos.

 

[mabowden]

Did you try calling support? I was able to get an appointment calling support last summer for a slow suspension leak in Costa Mesa when nothing was available on the app.

Tried calling support. No deal. They will get back to me in 24-48 hours. I asked about the Eastvale location and despite folks saying it is open they said it wasn't open. From my house Eastvale is quicker and at least a more reliable drive than el segundo as long as you go at the right time.

 

[NY_Rob]

Yeah, also my truck was obviously left outside under a tree. I brought it in fairly clean and received it ABSOLUTELY filthy. I should have taken photos.

That sucks! Sorry....

We've seen so many incidents of much worse done at SC's it seems a wise precaution to document the outside and inside of your vehicle sitting at the SC when you drop it off. We know Rivian takes photos some time after drop off to protect themselves against claims... seem owners need to do the same!

 

[mabowden]

Final update: Nearest costa mesa service appointment was June 3rd. When I searched for El segundo a Feb 21st appointment was available (yesterday best appt was April 16th). I cancelled Costa Mesa and scheduled El Segundo.

 

[mabowden]

That sucks! Sorry....

We've seen so many incidents of much worse done at SC's it seems a wise precaution to document the outside and inside of your vehicle sitting at the SC when you drop it off. We know Rivian takes photos some time after drop off to protect themselves against claims... seem owners need to do the same!

I will take a video this time around. My first service appointment at Costa Mesa could not have gone better, so I did not know that would need to be necessary. Onto my 3rd service in 13 months. Still a great truck and no regrets whatsoever, but I've owned cars for 4 years that had 1/5th the days in service that this truck will have had after this 3rd service. Luckily, I have a job that can be flexible when necessary, but not everyone has that luxury.

 

[mkg3]

My experiences with the SC is similar but I also have couple of things to add.

In terms of delivery, in July this year, I was greeted and treated just fine. No complaints. It was one of the early delivery for that day so if you haven't taken delivery, set your delivery time for early part of the day.

Service for things that need attention (not catastrophic vehicle failure) can be classified as A) can be performed with mobile service; or B) requires a visit to the SC.

I had few little things (faulty installation of weather stripping on the upper lift gate, excessive wind noise at above 50 mph, inconsistent lift gate performance to open, hood opening with loud pop sound beyond normal, and not recognizing my wife (105 lbs) on the front passenger seat). Made the service call to make an appointment in late August and got the last week of November date.

About a week after making my appointment in August, they contacted me to see if a mobile service can come over and take a look at the passenger seat issue. Once the mobile tech arrived, he did what he could about the seat issue but could not solve it. But he looked at all the issues I had and told me which items can be mobile serviced and which items had to goto the SC.

I called the service center and got the weather stripping replacement changed to mobile service - which happened within the two weeks of the change. The mobile tech also adjusted the lift gate so that it worked consistently and as it should, but he said since I still had an appointment date, to have the SC do a complete re-alignment for better fit.

Mobile service is much faster and easier, if your service items can be performed by them. When you talk to the CS about the service, ask if the service items can be performed by MS. You havre to request it.

My appointment date came, took the vehicle in, sat for 10 days without any communication from them or vehicle being touched. It appeared that they worked on it during the 2nd shift (the vehicle moved after 5pm into the shop and was back out on the parking lot the next morning when I received an email to tell me its done). Not washed, and left floor and seat paper covers in the vehicle.

They replaced all the weather stripping (try to solve the excessive wind noise - its better but still excessive) around the doors, both the hood and the tailgate were realigned, compact spare kit installed (had them add this since it became available), but the seat issue is still not solved. They say it's within spec and is working when someone heavier sits on the seat. I hear there is a SW fix coming at some point.

If all possible, I hope this was my one and only visit to SC, given how poor the entire process is. The cost of paying for rental while the operable vehicle sits in their parking lot must be huge. They need better cueing of customers so that people are not without their vehicle as long as they are.

Last, just speculating, I bet the HQ staff and workers get their vehicle serviced either at HQ while they are working. If they have to use SC, they are not in line like the rest of us...

 

[UnsungZero_OldTimeAdMan]

Service for things that need attention (not catastrophic vehicle failure) can be classified as A) can be performed with mobile service; or B) requires a visit to the SC.

Installation of my FS spare was done by mobile. However the office staff gave mobile tech the wrong appt. time. Afternoon instead of morning. When mobile tech didn't show on-time, I call the number on the Gear Shop page and they could not get CM to answer (again). When mobile tech showed up, he apologized profusely. I wasn't upset with him since it wasn't his fault. Just apalled by the overall internal dysfunction, for a SC that is closest to HQ.

If all possible, I hope this was my one and only visit to SC, given how poor the entire process is. The cost of paying for rental while the operable vehicle sits in their parking lot must be huge. They need better cueing of customers so that people are not without their vehicle as long as they are.

If they would do better on the assembly line and final QC at Normal, the local SCs wouldn't be so underwater that they wear their mood on their sleeves for customers to see and feel. That of course would probably slow production and deliveries, not something investors and Wall St. want to see. But at the same time, status quo will erode customer satisfaction and brand equity. Catch-22.

 

[mabowden]

Last, just speculating, I bet the HQ staff and workers get their vehicle serviced either at HQ while they are working. If they have to use SC, they are not in line like the rest of us...

Maybe that is why the wait at Costa Mesa is so long? HQ has an insane amount of early gen Rivians, because at one point a perk of working there was $1000/mo towards your payment. Not sure if that is still going on, but I know someone who took advantage of that. All those early gen Rivians likely have issues like ours, and maybe get priority appointments?

 

[mabowden]

Still, I'm so happy that they re-opened the Laguna theatre instead of making another socal service center. /s

 

[UnsungZero_OldTimeAdMan]

Still, I'm so happy that they re-opened the Laguna theatre instead of making another socal service center. /s

Yah that is more meaningful to local natives who have sentimental connection to the theater... and those who are not yet owners. I did not bother attending the opening. Saw little value in it.

 

[Tim-in-CA]

Tried calling support. No deal. They will get back to me in 24-48 hours. I asked about the Eastvale location and despite folks saying it is open they said it wasn't open. From my house Eastvale is quicker and at least a more reliable drive than el segundo as long as you go at the right time.

Odd, they made my appointment for Eastvale in early March.

 

[Tim-in-CA]

Final update: Nearest costa mesa service appointment was June 3rd. When I searched for El segundo a Feb 21st appointment was available (yesterday best appt was April 16th). I cancelled Costa Mesa and scheduled El Segundo.

JUNE 3rd!!! That's ridiculous. Rivian needs to solve this.

 

[mkg3]

Still, I'm so happy that they re-opened the Laguna theatre instead of making another socal service center. /s

Ha ha!

Rivian has a SC planned for Lake Forest (roughly Bake and Trabucco, near their engineering building), I was told by CM SC staff.

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