Urgent Help: Software Update Blocked on Rare So Flo Rivian

[JetFalcon]

Not much help, but just to clarify the issue -- are you saying that "the airbag that operates the ride height suspension" needs its own separate update? Is this something that would normally be part of a standard Rivian OTA update? Or a software update unique to the modified suspension of your vehicle and/or a specific module?

Probably a dumb question, but if it's something that would normally come OTA, can you just lower the vehicle for it to download (obviously without driving it anywhere, maybe take the wheels off)? Or trick it some other way?

Following. Good luck, +1 for " Kazakhstan guy" maybe being able to help.

Yes, they refused to give me the update my technician requested. They only offered a hard reset, which they claim may work but no guarantee, which means they met me half way. But I believe the suspension needs its own update, like being plugged into some software to update. I have no idea, I'm not a programmer / engineer, someone must explain this.

Otherwise, the ride is very jarring and very unsafe and must be driven slow not full on highway speeds.

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[JetFalcon]

Why don’t YOU clarify why you have been denied the update? After all this you still have not answered that simple question. I am positive Rivian has given you a reason.

Most of the refusal comes down to internal rules and self-preservation, not actual technical impossibility. The software update is technically possible, but the car is flagged in their system. Store-level staff and leads often stick strictly to what the system tells them, citing rules or procedures, because it’s safer for them personally — avoiding potential risk, oversight, or extra work.

In reality, the physical repairs were already done by a certified third-party, so the only thing left is the software update. Refusing it doesn’t benefit the customer at all; it’s more about protecting comfort, ego, and avoiding responsibility.

This is why younger, curious staff might be more willing to escalate to higher-ups — they see a rare opportunity to solve a unique problem and stand out professionally, while leads who prioritize self-preservation resist.

So while the store narrative is “we can’t do it,” it’s mostly a cultural and procedural barrier, not a true technical block.

 

[Donald Stanfield]

They said the vehicle is ‘flagged’ in their system, so they’re refusing the full software update—specifically the one for the axle and air suspension. The day before, I had arranged with one of the desk staff to do a hard reset using their laptop as a compromise. When I brought the car back for that, one of the leads became defensive upon seeing his co-worker carry out the reset, even though it had already been agreed to the day prior.

Yeah, that makes total sense why Rivian would refuse. You aren't running Rivian suspension hardware, are you? Here is how liability works, since you clearly do not know. Rivian was responsible for producing a truck that handles reasonably safely. After Rivian provided the truck, you had an aftermarket company redesign major suspension and body components to achieve whatever it is they did to it. Now, you want Rivian to come back in after the fact and update a suspension they did not supply or design. Rivian would be idiots to work on that suspension now.

Software updates change the function of the suspension significantly. This last update noticeably improved Gen 2's handling in Sport mode, for example. Who in their right mind would apply an update like that to a truck with an untested suspension modification? Rivian has no way of knowing how your truck would react to a suspension update, as Rivian didn't design or create your suspension.

Most of the refusal comes down to internal rules and self-preservation, not actual technical impossibility. The software update is technically possible, but the car is flagged in their system. Store-level staff and leads often stick strictly to what the system tells them, citing rules or procedures, because it’s safer for them personally — avoiding potential risk, oversight, or extra work.

There's nothing wrong with internal rules and self preservation. No shit Rivian could get your software to update, they don't want the liability of you killing yourself or someone else due to an unauthorized suspension modification. You didn't just wrap your truck or change the wheels, your "custom" shop reworked the entire suspension to get your truck to sit like that. Rivian would be stupid to make any further modifications to your suspension at this point. If anything goes wrong with it now the responsibility legally falls on the hack job shop that ruined your truck.

The question shouldn't be why can't Rivian fix my truck, the question is why do you feel yourself so special that Rivian should redesign a special software update just for you? Rivian's obligation is to provide software updates to their products that are safe and free from hazard. They cannot guarantee that in your case because your truck is no longer a Rivian.

 

[COdogman]

Most of the refusal comes down to internal rules and self-preservation, not actual technical impossibility. The software update is technically possible, but the car is flagged in their system. Store-level staff and leads often stick strictly to what the system tells them, citing rules or procedures, because it’s safer for them personally — avoiding potential risk, oversight, or extra work.

In reality, the physical repairs were already done by a certified third-party, so the only thing left is the software update. Refusing it doesn’t benefit the customer at all; it’s more about protecting comfort, ego, and avoiding responsibility.

This is why younger, curious staff might be more willing to escalate to higher-ups — they see a rare opportunity to solve a unique problem and stand out professionally, while leads who prioritize self-preservation resist.

So while the store narrative is “we can’t do it,” it’s mostly a cultural and procedural barrier, not a true technical block.

Your argument might be more persuasive if you leave out all the amateur psychiatry. These aren’t startup tech bros you are talking about. The truth is they aren’t going to risk their jobs for this and/ or you. That doesn’t have anything to do with their “comfort, ego, and avoiding responsibility”. That is simply called common sense.

Why don’t we talk about SoFlo’s responsibility and your own?

• Did you or SoFlo check with Rivian at any point before modifying the suspension to the point they flagged your truck? If not that that doesn’t sound like much of a “collaboration”. If yes, why would Rivian flag a truck they ”collaborated” on?

• Next, why isn’t it SoFlo’s responsibility to either solve the software issue without Rivian, or undo the suspension modifications to get it to a place where Rivian will update it?

• Did you know about the truck being flagged when you purchased it? Why is it Rivian’s responsibility to finish the project?

• Finally, would the update for your heavily modified suspension be the exact same one the rest of us get as part of our regular updates, meaning the ride height, drive settings would be intended for the stock truck Rivian produced, not one that sits x inches higher?

 

[mkhuffman]

The way you have worded your post makes me think you are not aware of what vehicle you have. The following is what I was able to understand when these trucks were built, I don't remember all the details and things may have changed since then.

To my knowledge there was no "high value collaboration" between rivian and soflo on these trucks. If I remember correctly there was a lot of bad blood between the 2 on these trucks, and rivian was of the opinion that they were not to be resold/are not road worthy. I'm not sure rivian could stop them from being sold though.

This could be why you got such an aggressive response from the technician, as far as he knows you work for soflo. He and the rest of the staff could very well have their jobs on the line if they were to help you. I do not remember if there was any court proceedings regarding the situation so that could potentially be another roadblock.

You may not fully understand the extent of the modification done to this truck. This is not a simple body lift or spring spacer lift kit. This would be similar to a diff drop lift kit, but not a bolt on one. The way the r1t are designed, The chassis had to undergo heavy cutting and welding of suspension mounting points. Wiring harnesses, including high voltage wiring, would have been cut and extensions spliced in. On top of that I remember there being stories claiming poor workmanship on these modifications. This would be more comparable to a rivian shaped mud bog truck, than what it would be to a customized rivian that you'd take to the dealership for warranty. Even if the modifications were done well, its still custom race car type territory or maybe a bodybuilder/upfitter at best. Rivian has no obligation to provide service, that's the bodybuilder's job.

You may also not be fully understanding the needed repairs and why they aren't possible. Did you have the suspension control module replaced? Or was other work performed and now the suspension control module is not happy? Either way I would guess that it is not a software update that is needed but rather a calibration. Or it needs a software update that also requires a calibration. The calibration tool kit includes a lot of photo eyes and a machine that looks similar to an alignment rack. It's likely that the calibration can not be properly performed due to your truck not fitting the machine or not able to see the photo eyes. Maybe something could be Jerry rigged to work, but on a safety system I wouldn't want my name on the work order. Also with high voltage wiring having been tampered with it could be that rivian deams the vehicle unsafe to work on. That is the roadblock many of the people with salvage rivians are facing.

Again this is just my understanding of the situation, from info I had gathered back when these were first being built. At one point I liked the lifted look and was hoping a kit would come out. As more info came out and it was more and more apparent this wasn't a diy kit I lost interest. About the same time resellers were price gauging the stock trucks and everything was too rich for my blood, so lost interest in general. . Maybe there was a compromise between the 2 companies since then. Also any rivian info was mostly hearsay on stuff like Reddit and facebook at that point, so who knows how believable it was. I honestly can't find any info on the beef between companies on Google.

Also why is soflo not covering this issue and fixing your truck? They claim all of their trucks have an in house warranty.

This.

 

[mkhuffman]

The OP is using an AI bot to respond to this thread. I wonder if the real person even reads half of what is posted here? Maybe none?

Either the OP isn't real, or he has a comprehension issue. Maybe a language barrier. IDK. But it seems like all the reasonable responses here are going over his head. Or going over the AI's head.

 

[Riviot]

All physical damages have been repaired by a third-party certified technician.

I paid a third-party tech $10k to fix all the mechanical components of my vehicle

What damages?

 

[Nixapatfan]

Replacing hardware isn't going to magically erase the existing software if fixed properly it should ride the same as before it got damaged. I'm betting the shop that did the work has no idea on how to purge and fill the kinetic suspension which will cause the hard ride and turtle mode the op is complaining about. .

 

[lefkonj]

Sounds like the vehicle was totaled and then rebuilt. Not sure Rivian is responsible to get you software updates at this point.

 

[Oldsmobile_Mike]

my So Flo Customs Rivian (one of only two built) has been out of service for months. The car is fully repaired

Sounds like the vehicle was totaled and then rebuilt. Not sure Rivian is responsible to get you software updates at this point.

OP, was the vehicle totaled and rebuilt?

Just a pet peeve, but I hate it when people leave out relevant information. #shrug

 

[McLovin]

“Costs a lot of money to look cheap”

I believe it was Dolly Parton who said that.

 

[JetFalcon]

OP, was the vehicle totaled and rebuilt?

Just a pet peeve, but I hate it when people leave out relevant information. #shrug

It’s had two previous owners, and the main repair was fixing the “front arm” brackets that lift the truck.

Dealing with front-line reps has been interesting—they often act out of self-preservation, avoiding extra work or unusual situations. At first, Truck Dynasty just told me to “talk to Ford” when I asked about escalating to the CEO, but now they’re helping me reach the right people.

It reminded me of Zootopia: Chief Bogo refused to help the otter, leaving Judy to step in. Sometimes you have to push past others’ self-preservation to get results.

I’ve taken full responsibility for navigating this, and it’s been a fascinating journey—hopefully relatable for other Rivian owners dealing with rare or modified vehicles.

 

[JetFalcon]

What damages?

The main damage is the suspension needing a new airbag suspension because it had a jarring bumpy ride.

 

[Riviot]

It’s had two previous owners, and the main repair was fixing the “front arm” brackets that lift the truck.

The main damage is the suspension needing a new airbag suspension because it had a jarring bumpy ride.

Your truck was heavily modified and they probably put aftermarket upper and lower control arms on it to "lift" it, or at least put brackets in there, creating your "jarring bumpy ride." Their parts probably weren't rated for the extra couple thousand pounds, leading to cracked arms or other broken parts.

Do us a favor: take pics of the below parts on your Rivian and post them.

 

[SANZC02]

Your truck was heavily modified and they probably put aftermarket upper and lower control arms on it to "lift" it, or at least put brackets in there, creating your "jarring bumpy ride." Their parts probably weren't rated for the extra couple thousand pounds, leading to cracked arms or other broken parts.

Do us a favor: take pics of the below parts on your Rivian and post them.

OP is in a tough spot. Being third owner he is not a customer of SoFlo, not a customer of Rivian.

Probably should not have purchased from a ford dealership if it was not running properly and road worthy. Best bet unless they signed an as is contract is to go back to the dealer. Of course if it was working properly when purchased not going to have any luck there either.

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