Rivian service

[GeraltofRivian]

Misalignment issue was resolved

Sponsored

 

[R1Sky Business]

Just part of the adventure

 

[Drathen]

In the short amount of time I’ve been here I have noticed that the service centers seem to be hit or miss - some are better than others. I agree that it’s unacceptable for your R1S to be returned to you like that.

 

[cjbot3000]

So when you went to pick it up and you say "hey you didn't fix the problem, go ahead and do that, please," they said "no we didn't see it and we're kicking this vehicle out of here and it's your problem kthxbye?"

This sucks and all but I've only experienced the SC people willing to work with me if something comes up. Like, as long as there's a good faith effort to find a resolution they'll work to find it with you instead of just drop a turd in your lap and say goodbye.

Perchance did you lose your cool at an understandably ridiculous "repair?" and it wasn't instantly remedied? If this were my SC I think they would have recognized the issue and kept it to fix with a loaner/rental in the mean time.

But if I did the irate customer skit we all know and love they could easily have said "screw it, make another appt"

 

[GeraltofRivian]

So when you went to pick it up and you say "hey you didn't fix the problem, go ahead and do that, please," they said "no we didn't see it and we're kicking this vehicle out of here and it's your problem kthxbye?"

This sucks and all but I've only experienced the SC people willing to work with me if something comes up. Like, as long as there's a good faith effort to find a resolution they'll work to find it with you instead of just drop a turd in your lap and say goodbye.

Perchance did you lose your cool at an understandably ridiculous "repair?" and it wasn't instantly remedied? If this were my SC I think they would have recognized the issue and kept it to fix with a loaner/rental in the mean time.

But if I did the irate customer skit we all know and love they could easily have said "screw it, make another appt"

Great question! This is not a problem I brought it to the service center for - it’s an issue they created. The driver door was within spec when the car was dropped off.

We did not notice it at the service center. I know, shame on us for not seeing something so blindingly obvious. But we didn’t look for issues that weren’t there before and after a 2 hour trip to the SC, just wanted to GTFO and start the 2 hour trip home.

What’s not acceptable is a tech taking a door a full cm out of alignment and then thinking, “yeah, looks good to me”.

Noticed it later that day and even considered just letting it be because what if they break something else fixing it. But after a few days, I put in the ticket because the wind noise was just so bad. And then the paint started scraping where it hits the fender and today it started squeaking whenever I open it and the bare metal rubs the fender.

So no “irate customer skit” and everyone at the SC was perfectly pleasant. I’ve heard someone describe Rivian people are universally nice but really unhelpful. Couldn’t agree more.

 

[cjbot3000]

2 hour trip to the SC, just wanted to GTFO and start the 2 hour trip home

I know this pain.

What’s not acceptable is a tech taking a door a full cm out of alignment and then thinking, “yeah, looks good to me”.

Yeah that's a bag of wtf

I’ve heard someone describe Rivian people are universally nice but really unhelpful. Couldn’t agree more.

This has been my experience with the call center. The actual SC folks have been pretty stellar for me. I've had some frustrations, myself, but they definitely did the leg work to get there, in the end.

 

[TexasBob]

Hard to recommend Rivian to anyone that has the flexibility to hold out a few months for the EX90.

The warning light is flashing for Rivian and other EV makers. They need to be able to compete with the Chinese automakers if they are going to hope to survive. Geely is innovating fast and its build quality is solid. It has a stable of familiar brands like Volvo and Lotus and Polestar in addition to its domestic brands. All the US automakers need to up their game or the Chinese EV juggernaut will run them over.

 

[lefkonj]

My experience with that service center has been nothing but positive, but this does suck. I refuse to drive to Brooklyn again. We need the NJ centers opened ASAP. This is part of the problem: to many vehicles, not enough time in the day to work on everyone's vehicle and it takes way to long to get there from anywhere.

I was told several times the NJ center in both Trenton and Edison where to open before end of year (2023) and that didn't happen. With the amount of people and money in the Northeast you would think they would prioritize these sites over some of the others. Texas has 3 that are open while NY/NJ/CT/Eastern PA have 1. I love my Rivian but we need these sites opened ASAP!

 

[Throwdown]

Unfortunately it seems like the majority of the service center staff are legacy dealership guys that couldn't make it getting paid flat-rate, so they go to the new startup dealerships because they pay hourly only so they can finally get a guaranteed paycheck, and this is the result. I looked into the Rivian store in town just to see what they make, they are paying these people what I made as a service tech 20 years ago.

 

[akc5247]

Sorry for your experience, OP.

I was told when I picked up my vehicle earlier this year from Mahwah that the Edison SC would be opened late Spring/ early Summer of this year. How true? I guess time will tell.

I agree with another post that I would not drive to Brooklyn if I can avoid it.

 

[akc5247]

Unfortunately it seems like the majority of the service center staff are legacy dealership guys that couldn't make it getting paid flat-rate, so they go to the new startup dealerships because they pay hourly only so they can finally get a guaranteed paycheck, and this is the result. I looked into the Rivian store in town just to see what they make, they are paying these people what I made as a service tech 20 years ago.

That's crazy. I guess you get what you pay for.

 

[Redline]

Minneapolis SC has been great, even with a mistake they made on my car during service.

I do feel bad for some of you on the coasts. Those SCs seem overwhelmed.

 

[DuoRivian]

My experience with that service center has been nothing but positive, but this does suck. I refuse to drive to Brooklyn again. We need the NJ centers opened ASAP. This is part of the problem: to many vehicles, not enough time in the day to work on everyone's vehicle and it takes way to long to get there from anywhere.

I was told several times the NJ center in both Trenton and Edison where to open before end of year (2023) and that didn't happen. With the amount of people and money in the Northeast you would think they would prioritize these sites over some of the others. Texas has 3 that are open while NY/NJ/CT/Eastern PA have 1. I love my Rivian but we need these sites opened ASAP!

I am told Edison will open in 2025 now.

 

[mini2nut]

I had a similar experience after dropping off my new R1T for some panel gap adjustments. After the repairs were completed I arrived to find top of the drivers door corner was sticking WAY out from the rear passenger door. I was in shock that the SC didn’t perform an QC inspection before calling me.

I didn’t pickup the vehicle until it was corrected and had to make a return visit. My Rivian SC experience so far has been negative. I’m now waiting for mobile service to correct a non latching frunk issue for the 2nd time.

 

[UnsungZero_OldTimeAdMan]

What’s not acceptable is a tech taking a door a full cm out of alignment and then thinking, “yeah, looks good to me”.

Every company has good and bad employees. And every employee has their own good and bad days. There's also the issue of compensation and how confident and secure they feel about their jobs, working environment and future prospects. Lots of jobs teach people to not care, or care less. Picture yourself working a blue collar job at your local market rate, servicing cars all day long you can't possibly afford. It's pretty easy to see how one might adopt the "good enough" attitude. The SC manager though, the buck should have stopped with him/her on every vehicle to leave under his/her watch.

Sponsored