New owner - disappointed

[C.R. Rivian]

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.

Service seems to be dependent on where you are. I have had good experiences in WA and my sons report good service in Oregon and the Bay Area (CA)...in the latter, the issue was not enough centers, which seems to be resolved.

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[SASSquatch]

@OP very sorry about your situation. It is extremely frustrating to have something with all the tech that is on the R1 and then have it fail at the worst possible time, like in your situation. What is the point of these systems if you can't trust them to work when you need them the most?

If Rivian promised you vehicle data, then they should absolutely deliver. I would keep pushing on Rivian and go up the chain if you have to.

Good luck. God speed.

 

[BrandonC]

I also was in an accident a month ago and the same thing happened with my road cam stopping the recording 10-15 seconds before the accident happened. The whole rest of the 7'47" of drive time up to that point was recorded but the actual accident was lost. These seem to be a software issue as it is more common in these forums than I'd like to see. Sorry to hear about the car!

 

[Dark-Fx]

I also was in an accident a month ago and the same thing happened with my road cam stopping the recording 10-15 seconds before the accident happened. The whole rest of the 7'47" of drive time up to that point was recorded but the actual accident was lost. These seem to be a software issue as it is more common in these forums than I'd like to see. Sorry to hear about the car!

I wouldn't be surprised to find out the connection to the drive is being temporarily lost during the time of a crash due to the sudden jolt of the drives.

 

[MountainBikeDude]

Monette -- sorry to hear of your troubles. I haven't even purchased yet and had a run in from hell with the Rivina Gods -- oops I mean guides. The were using pressure tactics on me and when I informed them I wouldn't be pressured, they ratchetted up the barrage. I asked them to stop, and pointed out their incompetence. Opps again. I did not realize they were beyond reproach. When I asked to speak to a superviors, they UNLEASHED a riot act of how I must beheave toward them (I only said they were incompetent and absolutely nothing else). If they were baigint me to swear up and down, I didn't and said stop texting. I used another channel to get a supervisor and he is trying to remedy the situation. However, I do have reservations about proceeding. I do want the car. I had a Telsa X a few years ago, and the few interactions I had with customer service were excellent. Anyway, I feel your pain. Best Regards

Intriguing, and the complete opposite of every Rivian employee encounter, ever.

But ya never know, there's always a bad apple somewhere I suppose

 

[Dave Cundiff]

Intriguing, and the complete opposite of every Rivian employee encounter, ever.

But ya never know, there's always a bad apple somewhere I suppose

Give respect, get respect....

Best wishes!

 

[Donald Stanfield]

Give respect, get respect....

Best wishes!

I suspect this little nugget is the central reason behind the massive differences between the majority having positive experiences and the few having terrible experiences.

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