Rivian should improve their service

[Petvet185]

It’s great that Rivian is putting out more and different vehicles but they are ignoring the service side of customer satisfaction.
I’ve been most loyal to the brands that gave me the best service experience
Unfortunately my experience with the service department has been one of my worst experiences
And it’s been more than once
I called for a service appointment November 19 and the first availability was January 15
Dropped off 930am and still hasn’t been even looked at!!! 6 days later…
Has anyone else had similar experiences?
Am I the only one that thinks this is unacceptable?
definitely will factor into my decision to stay loyal to Rivian

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[kozak79]

It's location based. My truck has been in service a few times and everytime the people and the service has been great.

 

[Donald Stanfield]

How many different threads do we need on this topic? Use the search function.

 

[COdogman]

Agree they need to improve service. It's probably the biggest hit to their reputation at this point.

If you spent some time here reading others who share the same complaint you would also find that 2 months for an appointment and 6 days without being looked at is actually better than some are getting in certain parts of the country. Other parts of the country are better.

 

[Dark-Fx]

How many different threads do we need on this topic? Use the search function.

Forum users should improve their search abilities. Anyone else have this same experience?
---
You know what OP? You're right. Here, get started: https://careers.rivian.com/careers-home/

 

[Petvet185]

My apologies
I did try a search
Sent me to a long page on keywords
First time poster
Not the easiest to navigate on a cell phone

 

[R1Tom]

Since you saw all those responses about how many posts do we need on this topic, etc... you can easily conclude that yes...Rivian has a service problem...and hopefully they will keep improving.

 

[Petvet185]

Forum users should improve their search abilities. Anyone else have this same experience?
---
You know what OP? You're right. Here, get started: https://careers.rivian.com/careers-home/

Very funny
I don’t post on forums usually and your response is exactly why
Obviously diplomacy isn’t your strength
How about trying “ if you don’t have anything nice to say then don’t “

 

[Zoidz]

It’s great that Rivian is putting out more and different vehicles but they are ignoring the service side of customer satisfaction.
I’ve been most loyal to the brands that gave me the best service experience
Unfortunately my experience with the service department has been one of my worst experiences
And it’s been more than once
I called for a service appointment November 19 and the first availability was January 15
Dropped off 930am and still hasn’t been even looked at!!! 6 days later…
Has anyone else had similar experiences?
Am I the only one that thinks this is unacceptable?
definitely will factor into my decision to stay loyal to Rivian

They know they have an issue and are trying to fix it. Rivian has 311 field operations/service job postings right now. They work with several tech schools to train and hire grads as techs. For various reasons, EV tech is a difficult position to fill. It requires a computer troubleshooting mindset. Those people are in demand for desk jobs, factory automation, etc.

 

[Ohm Boy]

PetVet, bravo for posting as you feel you need to post. Unfortunately, some people on this forum adhere quite zealously to the principles of asshole-ism and seemingly jump at the chance to achieve the highest levels thereof. Not that I have scoured every inch of Judeo-Christian scripture, but I can say that in places like the 10 Commandments and the Sermon on the Mount I personally have never seen the admonition, “Thou shalt be a dick, saith the Lord.”

I have had experiences with the Denver service center and the Denver remote service team and every experience has been outstanding. I have not had major work done on my R1T, nor on my wife’s
R1S. But we have had occasion to bring them in, for instance for a recalibration of the R1S after I had 22” snow tires put on a set of OEM 22” rims. Everything about the experience was really good, much better than Tesla service experiences before we de-musk-ified.

 

[Donald Stanfield]

PetVet, bravo for posting as you feel you need to post. Unfortunately, some people on this forum adhere quite zealously to the principles of asshole-ism and seemingly jump at the chance to achieve the highest levels thereof. Not that I have scoured every inch of Judeo-Christian scripture, but I can say that in places like the 10 Commandments and the Sermon on the Mount I personally have never seen the admonition, “Thou shalt be a dick, saith the Lord.”

I have had experiences with the Denver service center and the Denver remote service team and every experience has been outstanding. I have not had major work done on my R1T, nor on my wife’s
R1S. But we have had occasion to bring them in, for instance for a recalibration of the R1S after I had 22” snow tires put on a set of OEM 22” rims. Everything about the experience was really good, much better than Tesla service experiences before we de-musk-ified.

Pot meet kettle.

 

[BCondrey]

This is a hyper local issue. My service center (Richmond VA) is very good. Communications are proactive and I can reach them when I need to. Opening the Raleigh NC SC will relieve pressure on it. I think this is a big area of focus for the company and it takes time.

 

[Zeusy Zeus]

It’s great that Rivian is putting out more and different vehicles but they are ignoring the service side of customer satisfaction.
I’ve been most loyal to the brands that gave me the best service experience
Unfortunately my experience with the service department has been one of my worst experiences
And it’s been more than once
I called for a service appointment November 19 and the first availability was January 15
Dropped off 930am and still hasn’t been even looked at!!! 6 days later…
Has anyone else had similar experiences?
Am I the only one that thinks this is unacceptable?
definitely will factor into my decision to stay loyal to Rivian

Single handily why I bailed on Rivian. The miami service center was complete trash.

 

[vigorousRival]

I’m feeling the same way right now as a new owner. I’m near San Francisco and my R1S came from the factory with 7 different issues. My appointment is in late March (took delivery December 9th and made the appointment immediately)! Fortunately the issues are minor, but they are annoying (panels come off when passengers pull the doors shut from the inside, every time. Bad alignment issue causes pulling at freeway speeds. Various panels misaligned and paint damage).

I’ve heard from folks here and elsewhere that more serious issues where a vehicle isn’t drivable get prioritized, which is fine. I wouldn’t want to jump the queue over someone with serious problems. But I do feel like if there is going to be a 3+ month delay in getting issues from the factory fixed, then QA needs to be a hell of a lot better.

 

[txoutdoorsman]

It’s great that Rivian is putting out more and different vehicles but they are ignoring the service side of customer satisfaction.
I’ve been most loyal to the brands that gave me the best service experience
Unfortunately my experience with the service department has been one of my worst experiences
And it’s been more than once
I called for a service appointment November 19 and the first availability was January 15
Dropped off 930am and still hasn’t been even looked at!!! 6 days later…
Has anyone else had similar experiences?
Am I the only one that thinks this is unacceptable?
definitely will factor into my decision to stay loyal to Rivian

I’m sorry to hear you’re having that experience. My dealings with the Dallas SC has been fantastic

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