RJ, Rivian Service is Broken

[Hopper]

I love my R1T. I am an early adopter, having received my truck in March of 2022. I am also a shareholder. Those things said, Rivian service is downright painful. In my current encounter, I dropped my truck at the temporary service center in Trenton, NJ eight days ago for the tonneau cover update and a comprehensive inspection.

I‘ll Spare you the details of how difficult it was just to get the status of my repair. My truck has not been taken into the shop yet. “When should I schedule a day to come pick it up? We don’t know yet. When will it go into the shop. We don’t know.” I can see the writing on the wall. When they finally look at my truck, they will find that they need a part. I will be driving this wonderful Chrysler minivan for weeks. I cannot arrange my life around an unknown pickup date. This is not the service I was promised when I purchased the vehicle and it is certainly one of the worst customer service experiences of my life.

RJ, this is fixable. It is costing company money, prestige and customers.

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[Scoiatael]

Been like this in Southern California pretty much since 2023. All the service centers are absolutely swamped. The only fix is to build more, but that costs a lot of money.

 

[Noplacelikeloam]

Its a shame because some SC's are very, very good and others are in need of change.

 

[COdogman]

They really didn't plan for that region of the country very well. Starting out with the only location in Brooklyn, which is SUCH a hassle to get to was their first mistake.

Add in the costs of keeping you in a rental for weeks while your Rivian waits to be serviced, it's not sustainable. We have been lucky in CO to have one of the best SCs, but it sure seems like we are the minority.

 

[Hopper]

I was hoping Trenton would be a better experience than Brooklyn, but it’s the same.

 

[Dark-Fx]

I'm not much more than mildly annoyed when service takes longer than they say it should. I take the rideshare credits and drive a different vehicle. I understand not everyone has that option here but it's been a big stress reducer instead of having to drive a shitty ICE vehicle for a month.

My last service appointment was settled in the same day, and they had a loaner R1T available, so it made it super easy. Hopeful it'll continue like that here, but my last problem was a critical issue, whereas my next one is getting the tonneau cover replaced.

 

[Hopper]

Been like this in Southern California pretty much since 2023. All the service centers are absolutely swamped. The only fix is to build more, but that costs a lot of money.

There must be a way to better plan for customers to bring their vehicles is closer to the time when Rivian can supply the service. That would be better for all involved.

 

[COdogman]

I'm not much more than mildly annoyed when service takes longer than they say it should. I take the rideshare credits and drive a different vehicle. I understand not everyone has that option here but it's been a big stress reducer instead of having to drive a shitty ICE vehicle for a month.

My last service appointment was settled in the same day, and they had a loaner R1T available, so it made it super easy. Hopeful it'll continue like that here, but my last problem was a critical issue, whereas my next one is getting the tonneau cover replaced.

You have enough extra EVs lying around that you could start renting them out for Rivian service customers.

 

[Dark-Fx]

You have enough extra EVs lying around that you could start renting them out for Rivian service customers.

? If I could get more than $75 a day I could keep it in their lot too.

 

[jjswan33]

I was hoping Trenton would be a better experience than Brooklyn, but it’s the same.

To be fair I don't think many of the SC locations had things dialed in early on, so if it's a brand new temp location some growing pains are too be expected.

It sounds like your experience is a bummer, I understand. I had experiences like that out here in the PNW back in 2022 but things have gotten so much better, at least a the Oregon locations. So there is hope!

 

[CobraJerky]

I am a share holder and R1T owner as well. I hear you. I had a broken driver side window in May and Bellevue service had an opening in October. October? Yes, October. I’m literally attempting to give Rivian money for a window and they won’t take it. To be fair they called me and I argued so they could get me in to Auburn in July. Still that’s a big no with a broken window. Ended up picking one up from fleabay and replacing it myself.

 

[SoCal Rob]

Been like this in Southern California pretty much since 2023. All the service centers are absolutely swamped. The only fix is to build more, but that costs a lot of money.

I agree with you long term and they need to do something before the R2 is released.

If they aren’t running 3 shifts I have another fix which doesn’t require any new locations in the short term: add one or more shifts. That’s assuming they can find people to do the work, of course.

 

[SoCal Rob]

I love my R1T. I am an early adopter, having received my truck in March of 2022. I am also a shareholder. Those things said, Rivian service is downright painful. In my current encounter, I dropped my truck at the temporary service center in Trenton, NJ eight days ago for the tonneau cover update and a comprehensive inspection.

I‘ll Spare you the details of how difficult it was just to get the status of my repair. My truck has not been taken into the shop yet. “When should I schedule a day to come pick it up? We don’t know yet. When will it go into the shop. We don’t know.” I can see the writing on the wall. When they finally look at my truck, they will find that they need a part. I will be driving this wonderful Chrysler minivan for weeks. I cannot arrange my life around an unknown pickup date. This is not the service I was promised when I purchased the vehicle and it is certainly one of the worst customer service experiences of my life.

RJ, this is fixable. It is costing company money, prestige and customers.

I’m hoping that the Gen 2 will greatly reduce or eliminate the need for fixes in the field for deliveries. I think that would go a long way towards reducing the burden on the service centers. Beyond that, they need to get all the PTC replacements done quickly. I cannot imagine how many work hours are involved collectively for that project.

 

[Ecupip]

That is the pits. I would suggest to the SC that they call you when they can see it, then you can drop it off. It's silly to sit there when it is driveable.

 

[R1Tom]

I’m hoping that the Gen 2 will greatly reduce or eliminate the need for fixes in the field for deliveries. I think that would go a long way towards reducing the burden on the service centers. Beyond that, they need to get all the PTC replacements done quickly. I cannot imagine how many work hours are involved collectively for that project.

I am concerned it might be the opposite for a while. Since so much has been changed....it seems many might want to be prepared for some "early adopter" issues again with the G2's. Not that they really ever grew out of it for the G1's however....

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