Rivian Service Experience - Share Your Experience

[MidnightRun]

I’ve been considering placing an order for an R1S, so I made time to visit the Dallas Service Center today for a demo drive and more importantly to get a feel for the Rivian Service experience.

I came away more disappointed than I imagined. The guide explained that service appointments are 6-8 weeks out for all issues. If you have an appointment, your chances of getting a loaner are good.

But the guide explained that if you have a critical issue impacting safety or usability, like the AC issues that seem prevalent with refresh R1S owners, you’d be on your own until your appointment date came.

Although I appreciated the honesty, I came away highly disappointed behind Rivian’s commitment to do right by their customers on warranty issues. The guide showed little to no sales or customer service skills. It was just an odd experience compared to what I’m used to servicing our Lexus vehicles at Sewell Lexus.

Is this the typical Rivian experience? I’ve read some stories on the forum and it seems to conflict with the expectations the guide set. I really like the R1S but my visit to the service center left me leaning toward other options.

I’m willing to be understanding on minor issues like rattles, trim or panel alignment and minor software glitches, but something that impacts the ability to use our R1S to safely and comfortable transport my daughters is not something I’m willing to say, “well Rivian is a start up. We’ll have to live with it.” Nor would I look forward to escalating an issue to get Rivian to take care of me as a customer. That’s just not my cup of tea.

I’m conflicted now, but curious to hear real world experiences.

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[Electrified Outdoors]

I have found that rivian will fit you in if it's a critical issue. I think that guide misspoke. I think it's the opposite that he or she was trying to communicate. If there is an emergency or safety issue that makes the vehicle unusable, they will typically fit you in sooner and put you in a loaner or rental. If it's a non-critical issue or cosmetic then they will not put you in a loaner until the appointment time comes. And those are the appointments that are pretty far out.

Other than the wait time for an appointment, as I haven't had serious issues, The service experience has been pretty good.

 

[citizen]

Thats tough, you are being realistic. If you, like most owners get a unit that doesn't have any issues, you'll be fine.

I've been back to the SC (not too far) four times since I picked up my S. All for trivial, nit-picky items. Every visit has been great. Car never sat, got a decent rental or loaner, and fixes were done as best as they could. Yeah annoyances w/ fog lamp not being reconnected, or the torsion bar coming off again... but overall I've been happy with them. Partly because I've set my expectations. And also knowing that the Costa Mesa SC is just swamped and it's not their fault. They have to deal with what the factories are churning out.

Tough to compare w/ Lexus. We bought an RX350h a few months before the S. Dash trim came apart soon after. I ended up monitoring the forums and just living with it as there was no real fix... until our first (6-month) service. Was able to schedule for the same week, and just worked there for half the day while they conducted the 6-month service, fixed an alignment issue (was veering to the right), and fixed the trim.

Again, you are rolling the dice, set your expectations accordingly and I'm hoping you get a unit that needs no servicing which I assume is the majority of the deliveries. Pro-tip, once you pick up your vehicle (if you move forward), be super attentive and likely schedule a post-delivery appointment immediately even if you have the smallest issues. That way you are scheduled and if you find more issues, you can add to the existing appointment.

 

[COdogman]

In 1 year + 1 month of ownership my T has been to the Denver service center twice. First time was for my 7500 mile scheduled maintenance. Second time was for a DCFC error I received that ended up requiring a new HV battery.

Wait times here are not nearly as bad and we have one of the busiest service centers in the country so I don’t know what the issue is in some other places. They offered me an appointment within a week of when I called in, and from drop off to pick up it was 6 days. They also gave me a loaner to use while they fixed it. So I have no complaints. Many others have not been so lucky.

 

[beatle]

Picked up my truck 6/29. Made an appointment on 7/8 for a likely non-critical issue. Dropoff 8/2 (Friday), ready 8/6 (Tuesday). Got a rental, not a loaner.

The time to get an appointment was longer than I'd like, and when I asked about rescheduling, they said the next ones were in October. That said, when I dropped it off, they said they were averaging a 2 week turnaround, so getting my truck back to me in just a few days (including a weekend) at least beat the average by a fair amount.

Everyone was very nice throughout the process and I received a follow up the day after I picked it up to check and see if all was well.

So I guess my experience was good overall. I'll be happier if I just don't have to go back since the nearest SC is an hour from me.

 

[MidnightRivian]

I love the Dallas service center. They are extremely attentive, work hard to resolve your concerns, always have a loaner available (R1T or enterprise 7 seater SUV) and I can talk to any tech or service advisor to have any questions or concerns addressed.

I get regular updates daily from my service advisor on the status of my repair, parts shipment and they're always available to answer any questions I have on the work being performed or any charges.

The Dallas service center was a major reason why I put in a pre-order for the R2 and why I also went through with my R1S purchase.

The wait time for issues that impact drivability is a lot lower than something like having a panel adjusted.

The wait time to get an appointment at the Dallas service center is usually 3 weeks for issues like Panel gaps.

They have improved as time goes on and they have hired heavy hitters in the local automotive industry away from Sewell and Tesla.

Here is my feedback on Dallas service center. I remember very clearly when I did my demo test drive and was blown away by the product and local service center customer service. I picked up more shares while I was in the parking lot of the Rivian service center.




Shoutout to Rivian Support and Dallas Service Center. A++ Rockstars. 56K Go Away! - Heavy Rivian Eye Candy

 

[Fmc]

Since September I have had 3 service issues

1. Broken a-pillar clip, I missed it upon delivery, repaired mobile
2. AC unit was draining into the floorboard, had to bring to SC
3. 12v replacement, repaired mobile
Houston SC is awesome. I am three hours away and they work with me on scheduling. Unlike Tesla who I cannot get mobile repair for anything(cannot wait for an R2).
but I will say this is new technology from a new company so be patient. But it is a great car and you will enjoy owning a Rivian.

 

[ebarke]

I think it may depend on your location. Service here in Minneapolis is good, not very long to get in for an appointment, and the service people did a great job for me.

 

[CBRacerX]

It’s nothing like Lexus or any established luxury brand. As others have noted it greatly depends on the situation with your local service center. I live in a highly populated part of the East Coast and my experience hasn’t been optimum. https://www.rivianforums.com/forum/...ice-center-scheduling-right.31334/post-593426

 

[cohall]

If you’re comparing it to your Lexus service standard, you will likely be disappointed. Our local Rivian SC is great, and I’ve been pleased with them, but it’s definitely not a Lexus “hold your hand and make you feel special“ experience. I’m fine with that, but others who want that luxury car service experience, which it sounds like you do, will not be particularly elated.

I’m perfectly happy dropping off my truck, taking my Uber credits, and getting out of there. I don’t need or want to be greeted by the service manager. I don’t need videos of everything they’re doing to my truck with an explanation, and I don’t have any use for a fancy waiting area with fireplace and a barista. But I know people who consider all those things as an important part of the ownership experience, and I don’t recommend Rivian to them.

 

[CBRacerX]

If you’re comparing it to your Lexus service standard, you will likely be disappointed. Our local Rivian SC is great, and I’ve been pleased with them, but it’s definitely not a Lexus “hold your hand and make you feel special“ experience. I’m fine with that, but others who want that luxury car service experience, which it sounds like you do, will not be particularly elated.

I’m perfectly happy dropping off my truck, taking my Uber credits, and getting out of there. I don’t need or want to be greeted by the service manager. I don’t need videos of everything they’re doing to my truck with an explanation, and I don’t have any use for a fancy waiting area with fireplace and a barista. But I know people who consider all those things as an important part of the ownership experience, and I don’t recommend Rivian to them.

Mostly Agreed. I’m only looking for a reasonable wait for addressing serious issues or already paid for items missing on delivery, and a reasonable turn around when the service is performed (not waiting weeks with car in the SC for a 4 hour PTC install to be done). I want items to be addressed when promised. And I want a like kind loaner for service work. Not a crappy rental car or Uber credits. I use my R1T to tow cars and haul items on a regular basis. If Rivian service can hit these marks, I will sing their praises.

 

[suprteck]

SSF service appt are 4 months out. I can say I’m pretty disappointed with the service from them. Their work has been sloppy. One time after getting my vehicle back. I found the frunk trim panel for the battery left off and on top of the bed. If I drove off before it would have been on the street somewhere. Also there was a rattle that turned out to be all the covers for the jack points left hanging. Also my rear seatbelts were tucked behind the rear seats after a repair. So I had to remove the rear seat to free them. Found a wrench they left still attached to my suspension. All these things are little but shows sloppy workmanship. Things I got repaired include alignment, suspension leaks and compressor replacement. Tcm replaced after OTA update failed and lost wifi and LTE. Tock noises from driveshafts and cracked subframe.I have another appt in December because the noise came back again. Compared to my 2018 model 3 has been only been to service about 3 times and never had this many problems.

 

[sub]

if you have a critical issue impacting safety or usability, like the AC issues

I think this may be the disconnect.

AC not working as well as you would like would certainly be unpleasant but it is far from being a critical safety issue or something that makes the vehicle unusable.

There is no defending a 6 week wait for any sort of problem (they need to stop delivering so many defective vehicles) but most likely most of the people you were thinking you should be able to jump in front of have problems at least as bad as that.

In my experience, when you really do have a serious problem they do take care of it right away.

My car popped a warning on the screen that said something like "electrocution hazard, do not drive vehicle, service vehicle immediately". I reported the issue and they had me setup with a loaner within a few hours.

 

[R1Tom]

If you’re comparing it to your Lexus service standard, you will likely be disappointed. Our local Rivian SC is great, and I’ve been pleased with them, but it’s definitely not a Lexus “hold your hand and make you feel special“ experience. I’m fine with that, but others who want that luxury car service experience, which it sounds like you do, will not be particularly elated.

I’m perfectly happy dropping off my truck, taking my Uber credits, and getting out of there. I don’t need or want to be greeted by the service manager. I don’t need videos of everything they’re doing to my truck with an explanation, and I don’t have any use for a fancy waiting area with fireplace and a barista. But I know people who consider all those things as an important part of the ownership experience, and I don’t recommend Rivian to them.

Excellent points! I do want the Lexus service experience but not the parts you describe. I do like how they give me a equal Lexus or often even a better one, than the one I am having serviced versus needing to be driven to an Enterprise location to pick up a Chevy Trax. I also like Lexus desire to get the truck in and worked on when it was scheduled to be worked on....and then back to me asap...and again....not having to then independently take the Enterprise rental...back to Enterprise. I like how at Lexus the vehicle comes back to me in better condition than when I dropped it off....not worse. And also they care enough to ask how the experience went and hold the dealer to a standard of performance. Also I like how they are always available to give me an update at any time. So not the fireplaces, handholding, baristas, etc... just the high level of communication and attention to detail.

But they have nothing similar to a R1T. Closest is GX550 or LX600. I could see myself going back to those completely dependent on how much service from Rivian improves.

For me....it has been tolerable....but certainly not exceeding expectations like every visit to the Lexus dealer I had ever made over about 20 years prior to the Rivian. But...I still have high hopes and each visit seems to get better.

But like you said....if Lexus is the standard....you will be disappointed....from the items I listed above....and if you are into that fluff stuff you listed...then you will be seriously disappointed.

I hope very much that by the time I am ready for next truck.....that the purchase and delivery system are improved and even bigger....the service experience....becuase I really want to replace my Rivian with another Rivian....

 

[MidnightRun]

First, I appreciate everyone sharing their experience. Keep the feedback coming.

I understand and accept that service would be a noticeable step down from our Lexus service. What’s been described as Lexus service is pretty spot on, except the facilities here in Dallas may not be as luxurious as other large markets.

What I value the most about our current Lexus service experience is we are always in and out with a loaner comparable or better than our vehicle in 5-10 minutes whether I have an appointment or I just show up. Doesn’t matter how big or small the issue. Could even be something as simple as an oil change or state inspection.

They usually return the car in a day for simple things or a few days for larger issues.

Am I expecting this with Rivian? No, not for small, no critical items where I can still use my car until my appointment comes up. For critical items, yes. I’d expect to get the car in the same day it’s not functional and leave with a loaner or rental that accommodates two rear facing car seats and myself being a 6’2 driver.

It’s debatable what some would consider critical issues, but AC is one for me. It’s Texas the summers here are 100+ for weeks. There is no way I could keep driving with no AC with a 1 year old and a 3 year old regularly in the car, nor bear the 1 hour commute to work.

I’m encouraged by some of the shared experiences here. I’m still trying to wrap my mind around everything and get over my first visit to the service center. It’s crazy that MidnightRivian sold me and showed me more about the Dallas service center than I learned being there in person for an hour.

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