Service times will kill Rivian

[Electrified Outdoors]

California and Washington state seem to be the worst from what I am reading. Here in the Washington DC area wait times 2 months is still way too long. Anything more than a month is not acceptable IMO.

Now here Rivian is planning to open another SC in Glen Burnie, MD from what I hear. The DC area SC is in Gaithersburg, MD. That should take some of the load off Gaithersburg and reduce wait times. Rivian is good about prioritizing though and the folks at the service centers are awesome. This is just an issue with a growing company but it has been going on for a long time now (well over a year despite some new service centers opening up). Gaithersburg, MD service center will be open for 1 year in a few days...I believe July 10th. Prior to that it as a temporary location in Capitol Heights, MD (non-customer facing, vehicles had to be towed in), Richmond, or Brooklyn. I hear NJ is getting some service centers too which is good.

I am still advising folks to hold off if they aren't able to be very patient with service. I consider myself lucky to be only 22 miles from the Gaithersburg, MD service center.

Sponsored

 

[LL75]

Additionally, from the experiences of last 10 visits,

1) once a vehicle is dropped off, it’s parked outside for a way longer than expected. Concerned about rental car fees Rivian pays Enterprise.

2) Not possible to get a hold of anyone in Eastvale SC over the phone, I went down there in-person just to ask what’s going on.

Low & high experiences in Irvine SC.
Constant low experiences in Eastvale SC.

I know it is a part of growing journey and I hope Rivian pays good attention over SCs to strive for great customer experiences and for Rivian’s profitability.

Yeap. the car rental fee Rivian spent will kill them the most. 2 weeks of rental for a one day job is crazy. Not sure how RJ will fix this.

 

[NeedSumCoffee]

I have my window trim lifting and next available appointment to fix is a month and half out.

 

[Laserboy1054]

Clearly this is _very_ location-dependent--which means Rivian needs to get someone to do some serious resource-balancing. I just had my first SC appointment (to address a couple of minor issues identified when I took delivery). I got an appointment for a date less than a week from when I called. When I brought the vehicle in, it was whisked into a service bay immediately upon my arrival. And the manager said "somewhere between one and two hours" (which I expected--I brought a sandwich and a book!) and it was done in 1.5 hours.

My local mechanic is booked at least three weeks out, so I really can't say anything but great things about my experience with Rivian service! I am not at all doubting the bad-experience stories that have been posted to this forum. Just saying that they're not universal. Rivian needs to look at what they're doing _right_ in places like Hazelwood, MO (which is my SC) and then provide the necessary resources to the places that have been mentioned in this thread. _Probably_ (just my guess), there are a small handful of high-customer-density locations that need work while the others are fine.

 

[PsyTrance]

TcM module replacement ?

I’m not sure what it is called. They tried pushing it a bunch of times and I had to do soft resets. Do you have info on that specific one? Is there anything that I can do? (i.e. hard reset?)

apparently the car downloads all the data but is unable to install it. I don’t even see a prompt.

 

[iansriv]

I have my window trim lifting and next available appointment to fix is a month and half out.

I have the same issue. They came out and fixed it. Week later it was lifting again. Have mobile apt for 8/6. It would be nice to have it fixed sooner but it's a minor issue.

 

[JackRussellRacing]

My experience with scheduling and transport was D-. Once my truck was at the Richmond VA service center, the work performed was A+.

(I had full comms failure too -- a 12v disconnect/reconnect fixed it.... which I could have probably done on my own, but the SC never asked me to even try it myself, which is kinda frustrating)

 

[PsyTrance]

My experience with scheduling and transport was D-. Once my truck was at the Richmond VA service center, the work performed was A+.

(I had full comms failure too -- a 12v disconnect/reconnect fixed it.... which I could have probably done on my own, but the SC never asked me to even try it myself, which is kinda frustrating)

May I ask what the process is to do a 12V cycle like that?

 

[LaxRN]

The wait times in southern CA are insane.I suppose not unexpected considering the number of vehicles sold in California. I have no major issues with my R1T. Simply trying to schedule for my recommended 7500 mile service. 1st available appointment is almost to November.

 

[UnsungZero_OldTimeAdMan]

Tesla also had service capacity problems during various phases of their growth. Have they gone under because of it?

The situation isn’t ideal for everyone, obviously. But to expect ideal service capacity at this juncture is unrealistic to say the least. Early adopter pains. We all signed up for it, whether each one of us thought things through or not. If you didn’t, why? Should things be better? Duh, of course. But it is what it is until they can afford to expand and gain capacity.

 

[moosetags]

Rivian still has a number of "service deserts" where no service at all is available. If Rivian wants to be a national auto manufacturer, they need to broaden their service footprint.

Brian

 

[Armeniandave]

Only problem with that logic is that Tesla was the only game in town for a long time, they are not now. Southern California wait times are atrocious right now and do not seem to be getting any better. I see lots of Rivian's around now which is great for the brand but terrible for the service wait times.

 

[Esap]

which center? I have to schedule an appointment at the SF center tomorrow. Some comms module prevents updating the vehicle software.

I let you know about the wait times.

You need to call directly and demand a mobile service and/or SC appointment. The window times are more available when you speak directly to someone after receiving months long option.

 

[SANZC02]

Rivian still has a number of "service deserts" where no service at all is available. If Rivian wants to be a national auto manufacturer, they need to broaden their service footprint.

Brian

They currently have 59 service centers and plan to have 100 by the end of 2025.

 

[akc5247]

I’m not sure what it is called. They tried pushing it a bunch of times and I had to do soft resets. Do you have info on that specific one? Is there anything that I can do? (i.e. hard reset?)

apparently the car downloads all the data but is unable to install it. I don’t even see a prompt.

I had an issue with 11.02 update couple months back and the update failed to push to the vehicle. No GPS, no telemat8cs, no AT&T. Only bluetooth worked.The cause was determined to be a due to a bad TCM module. Brooklyn SC replaced it and no issues since.

Edit - More info:
There was no indication of an update being available prior to the module failing. Just one day, all those services were essentially non functional.

Tried hard and soft reset about 5 times (in conjunction with Rivian Service team on the phone) pkus sleep cycle, and nothing helped so had to take it to the service center.

Sponsored