New owner - disappointed

[mosheridan]

I had my R1s for a week when someone hit me. I love the vehicle but am extremely disappointed with the software/tech and especially the customer service! My car was supposed to record any incident (crash, slamming on breaks, horn honked- which all happened) and yet it still didn’t record. I even had the USB plugged in for backup. I was told they could pull the data on me slamming my breaks and honking… here we are nearly 2 months later and dozens of calls/online requests and nothing.



If you are thinking you of buying a Rivian, please don’t expect the customer service or tech that is sold to you. My “Rivian guide” that is supposed to answer all my questions and be my go to person, has done the bare minimum (and that’s being generous). As soon as I gave him a good review (the day after I got the car), he hasn’t been helpful at all.



I am now facing a $1k deductible and my rates sky rocketing because I didn’t record anything myself because I thought my brand new car would! The other person is claiming it’s my fault and bodily injury. I have called and cried on the phone trying to get someone at Rivian to help me pull the data and still nothing. To say I’m frustrated and disappointed is the understatement of my life. Buying this car was was a big deal for me. I wanted it so badly and wanted it to be a great experience but here we are.

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[csharp]

Sorry you were in an accident.
Did you set up the USB using the settings once you plugged it in the car? Did you pull the USB from your car and plug it in the computer to see the entire drive?
Can you see the Gear Guard video clip on your screen from the horn honk?
Something isn't adding up here.

 

[mosheridan]

Hi! Thanks. Yes, we pulled the usb and checked it on my computer. Nothing of the accident was recovered. There is footage from earlier in the day, but nothing of the actual accident. I submitted a data recovery request and all I got back was latitude and longitude during the time of the accident. Initially, when it didn’t record, I was told it could take a few hours to show on my screen but it never showed up. I was then told it was a glitch and that it had been fixed. It felt like they just had to tell me something but didn’t have any real answers.

 

[Ecupip]

Did you set up the USB using the settings once you plugged it in the car? Did you pull the USB from your car and plug it in the computer to see the entire drive?

^ this. What steps did you take after plugging in the USB drive? There is a setup process and test to determine if the drive you have will work for recording drives and incidents

 

[COdogman]

I'm sorry you were in an accident. Since there is no video of it, what does the police report say about the accident/ fault? Unfortunately insurance companies today will probably raise your rates regardless because we live on the worst timeline....

 

[mosheridan]

I did all the correct setup. It has recording from the day before, and even that morning. But nothing of the accident.

 

[MountainBikeDude]

Sorry you were in an accident.
Did you set up the USB using the settings once you plugged it in the car? Did you pull the USB from your car and plug it in the computer to see the entire drive?
Can you see the Gear Guard video clip on your screen from the horn honk?
Something isn't adding up here.

Also on this topic, did you enable incident recording in the gear guard settings?

In the vehicle it will save regardless of a USB being present (provided the setting is above is enabled), you just need to copy it off the Vehicles internal drive, but selecting Copy to USB-C

 

[Nixapatfan]

Sadly if it isn't on the drive you probably will never be able to get the rest of the data. Rivian never provided a guarantee for this feature so can't really blame them for your assumption of guarantee.

 

[MountainBikeDude]

I did all the correct setup. It has recording from the day before, and even that morning. But nothing of the accident.

Incidents, as stated above, are stored on the vehicles internal drive and need to be copied over to USB-C. So provided you have access to the vehicle, it should likely be there. also, check your external drives road cam footage, it may be there as well.

 

[mosheridan]

I'm sorry you were in an accident. Since there is no video of it, what does the police report say about the accident/ fault? Unfortunately insurance companies today will probably raise your rates regardless because we live on the worst timeline....

The girl who hit me was doing uber eats and so her personal insurance won't cover it... she got an injury lawyer and is now claiming injury. The police report is pretty useless because we had differing statements. So its a she said, she said situation.

 

[lefkonj]

Sorry for your experience but that isn't what thousands of others have experienced. Your rates aren't going up because you didn't record it, but as a result of the accident itself, that is just how insurance works. Customer service is always a mixed bag, haven't found anything that is consistent in years.

 

[mosheridan]

Incidents, as stated above, are stored on the vehicles internal drive and need to be copied over to USB-C. So provided you have access to the vehicle, it should likely be there. also, check your external drives road cam footage, it may be there as well.

It wasn't stored on my vehicles drive. Rivian has told me that if it isn't in the video section of my screen, it doesn't exist anywhere else. Despite that, I have an appt at a service center to try and recover anything they can find. No one at Rivian even told me that was an option... I found that out myself. I don't have high hopes but it is the only other option I have found.

 

[mosheridan]

Incidents, as stated above, are stored on the vehicles internal drive and need to be copied over to USB-C. So provided you have access to the vehicle, it should likely be there. also, check your external drives road cam footage, it may be there as well.

Hi. I've tried all of that and no luck

 

[mosheridan]

Sorry for your experience but that isn't what thousands of others have experienced. Your rates aren't going up because you didn't record it, but as a result of the accident itself, that is just how insurance works. Customer service is always a mixed bag, haven't found anything that is consistent in years.

I agree to an extent but I do think I should be able to rely on a brand new car to do what it is advertised to do. And have some sort of support from the company for the failure of that feature. I don't blame rivian for the accident at all. I blame the person who is lying and was driving distracted. BUT I am still allowed to be frustrated and disappointed with the vehicle and Rivian as a company.

Side note - I have been obsessed with Rivians since they came out. No one was a bigger fan than me. I saved and saved for years to be able to buy this car. So maybe the downfall hurts more because of this.. idk.

 

[mosheridan]

Sadly if it isn't on the drive you probably will never be able to get the rest of the data. Rivian never provided a guarantee for this feature so can't really blame them for your assumption of guarantee.

yes, this is my fear. Thanks for sending the no guarantee info. Maybe it will calm my husband down a bit.

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