Cbristow
Member
- First Name
- Chuck
- Joined
- Dec 25, 2023
- Threads
- 3
- Messages
- 13
- Reaction score
- 41
- Location
- Ivyland, PA
- Vehicles
- R1S, BMW530e
- Occupation
- Engineer
- Thread starter
- #1
TL;DR Juan from Rivian Service is the best!
Just wanted to give a shout out to ‘Juan’ who came out for mobile service yesterday…
I had an issue with my driver’s screen occasionally blanking out for a few seconds. It was happening very infrequently, but a bit concerning. I didn’t have much hope that we would find a solid solution, but thought it a good idea to get it checked out.
Juan arrived right on time and set to work. When I checked in on him after a while, he listened carefully and we discussed a few things that might be the issue, such as air in the coolant line and that he had seen some log errors about the USB hub being cranky. I have the EV Sportline Android Auto / Car Play installed, since it’s now illegal in Pennsylvania to have your cell phone in your hand while driving (or even while stopped at a red light). I have the EV Sportline connected to the USB port on the rear display for power. Although we didn’t think that was the issue, I said I’d remove it for the time being and see what happened.
Juan was finishing up and said he was going to push an interim bugfix update to my truck, and I should install it. He then said after that update, he would push the 2025.18.01 update as well.
The first update went well and I used the truck to run some errands. Later that night the 2025.18.01 update showed up and I installed it from my mobile app… and… bricked my truck.
My app said the update failed and to call Rivian. I had a black driver’s display and an update stuck at 0% on the center display.
Needless to say, I wasn’t very happy.
It’s now 10:00 at night.
I shot Juan a text at the number we used to coordinate the visit, and:
I’ve often been a critic of Rivian’s after sales service, but folks like Juan are doing a lot to change my mind.
Juan… the ‘BrickSlayer!”
Just wanted to give a shout out to ‘Juan’ who came out for mobile service yesterday…
I had an issue with my driver’s screen occasionally blanking out for a few seconds. It was happening very infrequently, but a bit concerning. I didn’t have much hope that we would find a solid solution, but thought it a good idea to get it checked out.
Juan arrived right on time and set to work. When I checked in on him after a while, he listened carefully and we discussed a few things that might be the issue, such as air in the coolant line and that he had seen some log errors about the USB hub being cranky. I have the EV Sportline Android Auto / Car Play installed, since it’s now illegal in Pennsylvania to have your cell phone in your hand while driving (or even while stopped at a red light). I have the EV Sportline connected to the USB port on the rear display for power. Although we didn’t think that was the issue, I said I’d remove it for the time being and see what happened.
Juan was finishing up and said he was going to push an interim bugfix update to my truck, and I should install it. He then said after that update, he would push the 2025.18.01 update as well.
The first update went well and I used the truck to run some errands. Later that night the 2025.18.01 update showed up and I installed it from my mobile app… and… bricked my truck.
My app said the update failed and to call Rivian. I had a black driver’s display and an update stuck at 0% on the center display.
Needless to say, I wasn’t very happy.
It’s now 10:00 at night.
I shot Juan a text at the number we used to coordinate the visit, and:
- He apologized for the inconvenience
- Juan suggested a hard reset
- The reset happened and I got screens back, but the truck wouldn’t come out of park into drive or reverse.
- The next message from Juan:
- “I’m off tomorrow, but I’m going to see this through”
- He pushed the 2025.18.01 update again (11:00 PM)
- … and SUCCESS!
I’ve often been a critic of Rivian’s after sales service, but folks like Juan are doing a lot to change my mind.
Juan… the ‘BrickSlayer!”
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