R1S Delivery/Pickup went sideways in a hurry

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Great to hear a positive story about a rocky start, hope it stays that way for you both! Sounds like your SC really owned the issue and are doing what they can to make it better.

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[RexRemus]

Went to the south san fran pickup location on Utah avenue, near the airport, to pick up our new R1S Dual Max. We live in San Jose but they wanted to charge $350 to move the vehicle from SF to SJ so we just uber-ed up to pick it up.

Check out went well - only thing i could find wrong was the drivers side button to open the center arm rest console. Didn't work. Took delivery. Wife needed to pee, service rep took her back to show here where it was. I stayed in car and jumped out to have a final look around. The compressor in the front sounded like a jet engine. Now im thinking "i know those are loud but this is ridiculous". Got back in, turned the AC off to make sure it was the compressor. Noise went away. Turned AC back on - no noise. OK great. But wait....theres no cold air coming out the vents. Hmmm. Wife comes back, tell the service rep, he calls over a tech, they take the car back into the service area. Blown AC hose - manufacturing defect, had a large bubble in it that burst.

They were great about it, but probably because i also didn't have a hissy fit. I got the impression they're used to having people be a little less tolerant, which i can see if you've just spent $100k on a car and it doesn't work! They're keeping the car, ordered the new part, should have it done middle of next week, and then will deliver it to my house in San Jose. They paid for an Uber back home, and threw in a set of roof racks for free for my trouble! Thats what i call customer service...

In every interaction I have had with service - regardless of the severity of the issue - I have found I get a far better response from them by simply remaining calm, dealing with the issue, and working WITH them rather than against them. And this isn't something I need to make a conscious effort of - I've never been one to get emotional about things like this, shit breaks - but to your point, it becomes VERY clear right away that the service personnel are absolutely shell-shocked and are incredibly thankful not to be getting told off or (I assume) shouted at over the issue(s).

Ultimately, I've had appointments moved up when slots open, I've had additional accommodations made - I needed a replacement drivers door handle because the bluetooth unit had gotten fried during a battery swap, but I also had my vehicle getting wrapped and didn't want to have to come back to get the handle done later - but Rivian didn't have a port on hand and weren't sure about getting the appt for replacement before the wrap was due to happen. I genuinely believe because of previous service experiences, they were able to source a part faster than planned, and allowed me to meet the remote service tech AT the wrap shop, so he could complete the install onsite and I had everything done the same day. And my experience with support has always been good, or at the very least resolved to a high level of satisfaction after the fact if for some reason something WASN'T good initially.

Maybe they do this for everyone - but I suspect not. And I definitely can tell they are braced for the worst EVERY time and can see/hear/feel a sense of palpable relief when we have a civil exchange over whatever the current issue(s) are. Somewhere as a society we decided that kicking and screaming like a toddler (or the social media equivalent of calling out every minor inconvenience) was the best and only way to resolve an issue. I really think the old adage of catching more flies with honey still applies. And my personal experience with service in Chicago seems to bear that out, but maybe I've just been really lucky, I can't rule that out either.

I hope you get things resolved quickly and can enjoy the vehicle as soon as possible.

 

[portdirect]

In every interaction I have had with service - regardless of the severity of the issue - I have found I get a far better response from them by simply remaining calm, dealing with the issue, and working WITH them rather than against them. And this isn't something I need to make a conscious effort of - I've never been one to get emotional about things like this, shit breaks - but to your point, it becomes VERY clear right away that the service personnel are absolutely shell-shocked and are incredibly thankful not to be getting told off or (I assume) shouted at over the issue(s).

Ultimately, I've had appointments moved up when slots open, I've had additional accommodations made - I needed a replacement drivers door handle because the bluetooth unit had gotten fried during a battery swap, but I also had my vehicle getting wrapped and didn't want to have to come back to get the handle done later - but Rivian didn't have a port on hand and weren't sure about getting the appt for replacement before the wrap was due to happen. I genuinely believe because of previous service experiences, they were able to source a part faster than planned, and allowed me to meet the remote service tech AT the wrap shop, so he could complete the install onsite and I had everything done the same day. And my experience with support has always been good, or at the very least resolved to a high level of satisfaction after the fact if for some reason something WASN'T good initially.

Maybe they do this for everyone - but I suspect not. And I definitely can tell they are braced for the worst EVERY time and can see/hear/feel a sense of palpable relief when we have a civil exchange over whatever the current issue(s) are. Somewhere as a society we decided that kicking and screaming like a toddler (or the social media equivalent of calling out every minor inconvenience) was the best and only way to resolve an issue. I really think the old adage of catching more flies with honey still applies. And my personal experience with service in Chicago seems to bear that out, but maybe I've just been really lucky, I can't rule that out either.

I hope you get things resolved quickly and can enjoy the vehicle as soon as possible.

This has always been my way as well, though ultimately has fallen flat with our recent R1T experience. Everyone has been super positive - but the outcome has not ended that way, and as of last week my patience is done - I’m not going to get emotional and shout at them, but enough is enough and a documented track record of being told that something will happen only for it not to on many occasions leaves us feeling that our kindness is being taken for weakness.

 

[RexRemus]

This has always been my way as well, though ultimately has fallen flat with our recent R1T experience. Everyone has been super positive - but the outcome has not ended that way, and as of last week my patience is done - I’m not going to get emotional and shout at them, but enough is enough and a documented track record of being told that something will happen only for it not to on many occasions leaves us feeling that our kindness is being taken for weakness.

Yeah, as I said, I may just be lucky in that, while it often hasn't been a perfect process, the outcomes ultimately come through. In your case, I'd feel the exact same way. Words are great, but words are wind, the results STILL need to match. I'm sorry it hasn't worked out that way.

For sure Rivian has a LONG way to go to bring service up from where it is. But i guess that point was mostly that shouting about it, or taking it out on some random technician, or desk worker, won't really change that. It's currently endemic, and it's (clearly) variable - some places have it dialed in, and others are still very much struggling under the load and don't always follow through to a level of excellence I'm sure owners want, but that I also believe Rivian wants as well - I don't think anyone intentionally goes into this hoping to deliver a bad outcome. But jumping down someone's throat over it isn't likely to change the outcome much. Report it, make it clear to a service manager that the results were not acceptable, and then work to get it done right or make the call that the vehicle and/or service just aren't ready to a level that works for you and get out of the ecosystem. That's always a perfectly viable solution. It makes no sense to hang onto an item that causes you mental/financial distress if it's just not working for you. And I see a lot of people who do that to themselves all the time, with many things. Find the things that work best for you and stick with it. And maybe check back later to see if the landscape has changed.

 

[Ngkgb]

The problem is they don’t always get things right the first time or hope the customer doesn’t notice. When I bright the truck in for my last service some weird noises(confirmed by a tech during a test drive) they called me three days later and said it was ready. I was skeptical but gave them benefit of the doubt. When I got there I asked to do a test drive with a tech and within one minute we heard the sounds again. Ended up needing a new front drive unit. Could’ve save me a drive down there during my lunch break as well as their own time if they just diagnosed it correctly the first time. For the record I was stern but respectful with them.

 

[mkg3]

In every interaction I have had with service - regardless of the severity of the issue - I have found I get a far better response from them by simply remaining calm, dealing with the issue, and working WITH them rather than against them....

This is true in EVERY situation. Don't shoot the messenger !!

 

[NY_Rob]

For sure Rivian has a LONG way to go to bring service up from where it is.

It's not just Rivian service... Ford has been around 100 years, this happened to my bro in-law last week:

He got a recall notice for the Expedition he uses to tow his boats. The recall called for the cabin HVAC blower motor to get replaced due to it drawing too much current and possibly starting an electrical fire in the cab. He called the local Ford dealership to schedule the recall repair. He was told they didn't have the part in stock, they took his ph number and told him they'd call in in a day or two when the part came in. So he waited four days and they hadn't called him back yet. After not hearing from them, he finally called and was told they had no record of his previous call, no replacement part and would have to order the part. A few days come and go and no call from Ford that the part had arrived yet. He finally called them again and was told the part is now in so bring the truck in tomorrow for the repair. He drives to Ford the next morning, drops the truck off and was told it would be ready by the end of the day. It's now 4:30PM and they still haven't called him so he calls Ford. They say it's done, you can come pick it up now. He gets a ride back to the Ford dealership. After waiting a few min at the service desk, he was greeted by the Service manager who told him the part was actually never in stock and they did not do the repair! even though he was told the day before the part had arrived and they were ready to do the repair. So he drove his unrepaired truck back home and is back to waiting for the blower motor to arrive "again" so he can schedule a new service appointment. Can't make this stuff up!

It's not just Rivian...

 

[andrewgrhogg]

Agree - i have friends with a Ford Explorer. They had a recall 9 months ago or so for the trim strips at each side of the windshield. She took it in to get them replaced, and they of course removed the existing trim pieces. But woops - they didn't have replacements. And so she has been driving her truck like that for 9 months. She eventually called and bitched pout the service manager and got a set that had been ordered for another customer but that wasnt returning their calls.

How do you remove parts before knowing that you have new parts to replace them?

 

[andrewgrhogg]

Wrapping up...the car was ready Friday evening. I was told service would call me that evening or the next day. Neither happened. Kept messaging the service manager and he kept apologizing and telling me he would have service call me. Didn't happen. Finally yesterday they called and told me they would call right back with an update on when my car would be delivered. Didnt happen. Called them back this am and got put through to SF service department. manager was "in a meeting" but would call back in 10-15 minutes. Waited 45 minutes and called service back. Got ahold of a manager in the service department and was told my car would be delivered today. And what do you know - it was finally delivered. However.... one of the two issues (the drivers side button on the center console) was not fixed. Made an appointment and thats in June!!

Learnings for Rivian:
1. Do a better job of quality control before shipping cars out.
2. Stop over promising and under delivering - over and over again.
3. Stop lying
4. Put someone in charge. It just seemed like there was no one person that had customers covered. It was just hand offs and excuses and apologies with no forward movement. And no one to start kicking some asses.

Piss poor first experience with Rivian - hopefully it improves from here. Out!

 

[Dave Cundiff]

Consider moving from South San Francisco's service area to Portland, Oregon. /s

Portland SC has been exceptionally good. Better than any dealer I've ever worked with. As good as the best independent garages.

As you point out, @andrewgrhogg, leadership makes a HUGE difference. When and where Rivian is good, it is very very good.....

Best wishes!

 

[mkg3]

Wrapping up...the car was ready Friday evening. I was told service would call me that evening or the next day. Neither happened. Kept messaging the service manager and he kept apologizing and telling me he would have service call me. Didn't happen. Finally yesterday they called and told me they would call right back with an update on when my car would be delivered. Didnt happen. Called them back this am and got put through to SF service department. manager was "in a meeting" but would call back in 10-15 minutes. Waited 45 minutes and called service back. Got ahold of a manager in the service department and was told my car would be delivered today. And what do you know - it was finally delivered. However.... one of the two issues (the drivers side button on the center console) was not fixed. Made an appointment and thats in June!!

Learnings for Rivian:
1. Do a better job of quality control before shipping cars out.
2. Stop over promising and under delivering - over and over again.
3. Stop lying
4. Put someone in charge. It just seemed like there was no one person that had customers covered. It was just hand offs and excuses and apologies with no forward movement. And no one to start kicking some asses.

Piss poor first experience with Rivian - hopefully it improves from here. Out!

Service performance relies significantly on people who actually do the work. It varies from site to site for the same company.

Clearly, Rivian needs to fix their process for the service centers, in addition to do a better job of evaluating their performance. The lack of additional service centers overwhelms the staff with doing both the delivery checks and repairs for owners.

Looks like you're in SJC, so there is a service center in your area without having to goto SSF. Give that a try for the fix or better yet, call and ask for the mobile service.

I hope Rivian gets it better about the service center performance before R2, as that will burry them if they don't.

 

[NY_Rob]

Learnings for Rivian:
4. Put someone in charge. It just seemed like there was no one person that had customers covered. It was just hand offs and excuses and apologies with no forward movement. And no one to start kicking some asses.

Unfortunately the "Service Manager by Committee" model is just not working out so far. There seems to be no one with skin in the game where they are actually responsible for customer satisfaction. At a legacy dealership if you're unhappy with service you bitch to the Service manager, if you're still not happy you go to his boss the GM, worst case you go to the dealership owner. Rivian has a complete disconnect where it comes to customer service at their Service Centers. Also being unable to directly phone the SC is bush league stuff.. they need to address that in the future. Why make it so unnecessarily frustrating for customers to speak with the actual people who are servicing your vehicle?

 

[Robin]

Or one of these

Noooo???

 

[ThirteenElectrics]

They paid for an Uber back home, and threw in a set of roof racks for free for my trouble! Thats what i call customer service...

It's great that you scored the roof racks, but that's not great customer service. Great customer service would be proactively inspecting and fixing every vehicle before delivery, like a real dealership would.

Instead, per policy, they intentionally try to unload problematic cars onto unsuspecting customers knowing that only a small percentage are going to find problems at the delivery inspection. The vast majority are only going to find the problems later and will wait months to get them fixed at the service center. This is a win for Rivian because they can take the cash immediately yet not have to spend time or money to fix the car for several months. Or maybe they never have to repair them! I just noticed several of my USB-C ports didn't work, and I've owned my third Rivian for seven or eight months now. In a different universe maybe I never would have noticed.

This is a classic page out of the Tesla playbook which I've seen multiple times. It's very much intentional and I understand why Rivian employees feel so guilty about it. The fig leaf is that they won't inspect the cars ahead of time, so they won't "knowingly" have to give someone a broken car. That eases their conscience a bit because they can stay ignorant of any particular problem, even though they know that a huge percentage of the cars, statistically, arrive from the factory with defects. I wouldn't be able to keep up the charade day after day, myself. I wouldn't be able to keep looking customers in the eye, and would quit.

 

[Scottski]

Or one of these

It just wants belly rubs. Adorable! haha

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