Impressed with Rivian Roadside Support Despite Unexpected Issue

[rrdaniel75]

After a long and busy day at work, I returned to my R1S (Gen 1) only to find that the doors wouldn’t open. I had my fob with me, but it wasn’t working. I tried using the app, but it couldn’t wake the vehicle either—completely unresponsive.





I contacted Rivian Roadside Assistance, and I have to say I was genuinely impressed with how the situation was handled. Since they weren’t able to wake the car remotely, they arranged for it to be towed to the service center. In the meantime, they quickly organized a rental vehicle for me through Enterprise so I could get home. The entire process took about 45 minutes, and they even covered the Uber to the rental location, which was just 10 minutes away.

While I’m definitely disappointed this happened—especially after a long day—I’m relieved it occurred in a non-remote area and very appreciative of the excellent customer support from Rivian.

Sponsored

 

[Oldsmobile_Mike]

You're local to me. Which SC did they tow it to? Gaithersburg? Hopefully we'll have that Sterling one open, soon.

Sounds like a 12V issue. Let us know how they get it resolved for you!

 

[HaveBlue]

I had a motor sensor issue last year and they also came within an hour and picked it up. I had spare cars so didn't elect a rental.

 

[UnsungZero_OldTimeAdMan]

After a long and busy day at work, I returned to my R1S (Gen 1) only to find that the doors wouldn’t open. I had my fob with me, but it wasn’t working. I tried using the app, but it couldn’t wake the vehicle either—completely unresponsive.





I contacted Rivian Roadside Assistance, and I have to say I was genuinely impressed with how the situation was handled. Since they weren’t able to wake the car remotely, they arranged for it to be towed to the service center. In the meantime, they quickly organized a rental vehicle for me through Enterprise so I could get home. The entire process took about 45 minutes, and they even covered the Uber to the rental location, which was just 10 minutes away.

While I’m definitely disappointed this happened—especially after a long day—I’m relieved it occurred in a non-remote area and very appreciative of the excellent customer support from Rivian.

This is all how it’s supposed to be, when you get staff at the other end who follow policy and do their jobs. Sounds like a dead 12V.

 

[rrdaniel75]

You're local to me. Which SC did they tow it to? Gaithersburg? Hopefully we'll have that Sterling one open, soon.

Sounds like a 12V issue. Let us know how they get it resolved for you!

they tow to Gaithersburg. I will let you know the issue.

You're local to me. Which SC did they tow it to? Gaithersburg? Hopefully we'll have that Sterling one open, soon.

Sounds like a 12V issue. Let us know how they get it resolved for you!

You're local to me. Which SC did they tow it to? Gaithersburg? Hopefully we'll have that Sterling one open, soon.

Sounds like a 12V issue. Let us know how they get it resolved for you!

I got my car back yesterday night. It was the 12 V issue. They replaced the battery.
The only inconvenience was that I needed to pick up at Gaithersburg, and is is in the middle of nowhere.

Sponsored