The worst service experience in the industry

[doubledown]

I was a huge Rivian fan. I bought our R1T nearly two years ago, and for the first 25,000 miles all was well. It started when I was prompted in the app to take it in for service. I was curious what "service" meant, as I also have a Tesla and have managed most of that "maintenance" on my own. But seeing it was a relatively new truck, I decided to make an appointment.

The first thing that stood out to me was that the earliest I could schedule an appointment was 4 months, and that was if I took the next available. I took it in, and I was able to get it back the next day. As far as I could tell is that they rotated the tires, touched up some fluids, and replaced the windshield wipers. I assume they also checked it over for any issues.

Fast forward to 7 days later, and suddenly I was getting errors that my front camera wasn't working. I called customer service, ran through the troubleshooting steps, tried to "reboot" the R1T more than once, but still the same errors. I scheduled another appointment to bring it in for diagnostics, and the soonest I could get it in was FIVE months. This happened at the beginning of April, and the next appointment was late August. It wasn't bothering me at the time, I find the front camera fairly useless compared to my Tesla, so I didn't make a big deal of it.

Another issue, but outside of this conversation, is that my 12V battery died between the two appointments, while I was in the middle of a camping trip in a Canadian National park, about 800 miles from home. Knowing the battery could make my truck a very heavy paperweight at any time caused me to cut my trip early and come home. Thankfully, I only had to wait 4 weeks for an "emergency" appointment.

Now back to the front camera...
I brought it in to the Bellevue, WA Service Center on August 23rd. I thought this would be a simple same-day appointment. However, they immediately stated that it would be over a week before they could even perform a diagnostic to determine the issue. Why make me stop driving if you are not ready for the truck? It's like me going to the doctor's office and having to camp in the parking lot to be seen.

Over the last four weeks, it has been in the shop, and there has been minimal communication. I have been promised delivery on three separate Saturdays (9/13, 9/20, and now this Saturday). I tried to message through the Rivian app, and I finally received a callback from someone who claimed to be in Leadership at the Bellevue Service Center, but unfortunately, it went to voicemail. During that call on Monday afternoon, they promised that someone would call me yesterday, and it "should" be ready, but you may have guessed it, no one called, no one messaged.

We have been waiting for over a month now, as my RIT has been in the shop for a repair that we were told would take no more than 20 hours of work.

Until Rivian's service issues are resolved, we will not be purchasing a new vehicle and will share this story with anyone who asks. I love the truck when it works...but the folks that we have dealt with in the service center need some remedial training on customer service.

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[iforbes]

Your first post and you are blowing up Rivian’s service because YOU have had a bad experience? Cool

Listen, your story sucks and I wish it were going better for you. My experience has been largely top notch. In addition, they are opening new service centers all the time.

Hope your issue gets sorted.

 

[Dark-Fx]

It wasn't bothering me at the time, I find the front camera fairly useless compared to my Tesla, so I didn't make a big deal of it.

This is crazy to me. The 360 camera is an awesome feature that Tesla doesn't have, and requires a working front camera to work effectively.

 

[doubledown]

Your first post and you are blowing up Rivian’s service because YOU have had a bad experience? Cool

Listen, your story sucks and I wish it were going better for you. My experience has been largely top notch. In addition, they are opening new service centers all the time.

Hope your issue gets sorted.

I guess I didn't realize that there was some sort of forum rule that in my first post I must be 'pro-Rivian'. I want to be pro-Rivian, I really do.

I have attempted to talk to humans about this versus text messages (which I do message everyday), and I have attempted to figure out who to talk to versus going onto social media or <gasp> a public forum. But guess what, Rivian makes it nearly impossible to do that.

I have been around awhile, and have had over 20 low, middle and high end vehicles, and I have never been on the receiving end of such incompetence by a service department. RIght now, it honestly feels like they throw a dart at the board and tell me whatever date is on the other side of that dart so they can stop messaging me.

I assume they don't monitor this forum, so next is social media.. That seems to be the only thing that gets their attention according to others that have had the same experience.

Honestly, i would rather them give me the bad news upfront so I can plan for it, instead off over promising each week.

 

[MStillman]

I was a huge Rivian fan. I bought our R1T nearly two years ago, and for the first 25,000 miles all was well. It started when I was prompted in the app to take it in for service. I was curious what "service" meant, as I also have a Tesla and have managed most of that "maintenance" on my own. But seeing it was a relatively new truck, I decided to make an appointment.

The first thing that stood out to me was that the earliest I could schedule an appointment was 4 months, and that was if I took the next available. I took it in, and I was able to get it back the next day. As far as I could tell is that they rotated the tires, touched up some fluids, and replaced the windshield wipers. I assume they also checked it over for any issues.

Fast forward to 7 days later, and suddenly I was getting errors that my front camera wasn't working. I called customer service, ran through the troubleshooting steps, tried to "reboot" the R1T more than once, but still the same errors. I scheduled another appointment to bring it in for diagnostics, and the soonest I could get it in was FIVE months. This happened at the beginning of April, and the next appointment was late August. It wasn't bothering me at the time, I find the front camera fairly useless compared to my Tesla, so I didn't make a big deal of it.

Another issue, but outside of this conversation, is that my 12V battery died between the two appointments, while I was in the middle of a camping trip in a Canadian National park, about 800 miles from home. Knowing the battery could make my truck a very heavy paperweight at any time caused me to cut my trip early and come home. Thankfully, I only had to wait 4 weeks for an "emergency" appointment.

Now back to the front camera...
I brought it in to the Bellevue, WA Service Center on August 23rd. I thought this would be a simple same-day appointment. However, they immediately stated that it would be over a week before they could even perform a diagnostic to determine the issue. Why make me stop driving if you are not ready for the truck? It's like me going to the doctor's office and having to camp in the parking lot to be seen.

Over the last four weeks, it has been in the shop, and there has been minimal communication. I have been promised delivery on three separate Saturdays (9/13, 9/20, and now this Saturday). I tried to message through the Rivian app, and I finally received a callback from someone who claimed to be in Leadership at the Bellevue Service Center, but unfortunately, it went to voicemail. During that call on Monday afternoon, they promised that someone would call me yesterday, and it "should" be ready, but you may have guessed it, no one called, no one messaged.

We have been waiting for over a month now, as my RIT has been in the shop for a repair that we were told would take no more than 20 hours of work.

Until Rivian's service issues are resolved, we will not be purchasing a new vehicle and will share this story with anyone who asks. I love the truck when it works...but the folks that we have dealt with in the service center need some remedial training on customer service.

I feel your pain! I bought my truck in 2022. Currently have 58k miles. I've noticed the gradual longer delays on service. Although I was originally told by Rivian, most repairs could be mobile, I have yet to see that yet. I've had connection issues, charging issues, horrible wind noise, tonneau cover that's needed to be replaced twice, still not working as promised. My latest service issue is needing a moonroof replaced because of strange crack, can't update my system because the wi-fi doesn't connect now, and strange clunking noise when ever i hit the gas or slow down. I had an appointment set for 2 months in advance as that was the soonest available. My appointment was set for me to drop off last monday. I get there and they tell me I'll need a rental car. They will need the truck for 2-3 days! So I have it to them at 8:00am as requested. It is now Wednesday morning and they haven't had anyone even look at it yet. I need to haul a trailer almost daily. I asked for something with a hitch and was told they don't have anything. They said they'd have someone get back to me... 2 days later and nothing. Had to borrow a friend's truck. Had I known they wouldn't even look at it for 2-3 days I could've used it. I am also just informed they don't have the moonroof to replace so I need to schedule another time. (They only had 2 months) I realize companies can have growing pains as has happened here. Yet they have made the customer experience absolutely horrible. I had a couple more items needing repair but I don't have the time. I will be selling it next month. I'm done! Sure the performance is great, but not worth the crappy communication and time required for service. New buyers beware!

 

[doubledown]

This is crazy to me. The 360 camera is an awesome feature that Tesla doesn't have, and requires a working front camera to work effectively.

In my Model Y, I can see nearly the entire freeway within about 200 feet in front of me, to the side of me, and behind me.

In my R1T, I can see a vehicle if its 50 feet in front of me. In my blind spot though? I would say 50/50 if I am lucky.

I wish the R1T is better, I am not a Tesla lover, but there are definitely parts that Rivian could learn from,.

 

[Dark-Fx]

In my Model Y, I can see nearly the entire freeway within about 200 feet in front of me, to the side of me, and behind me.

In my R1T, I can see a vehicle if its 50 feet in front of me. In my blind spot though? I would say 50/50 if I am lucky.

I wish the R1T is better, I am not a Tesla lover, but there are definitely parts that Rivian could learn from,.

Oh, your use case is strange to me. I don't use the front cameras on the freeway, that's what the windshield is for.

 

[MStillman]

I guess I didn't realize that there was some sort of forum rule that in my first post I must be 'pro-Rivian'. I want to be pro-Rivian, I really do.

I have attempted to talk to humans about this versus text messages (which I do message everyday), and I have attempted to figure out who to talk to versus going onto social media or <gasp> a public forum. But guess what, Rivian makes it nearly impossible to do that.

I have been around awhile, and have had over 20 low, middle and high end vehicles, and I have never been on the receiving end of such incompetence by a service department. RIght now, it honestly feels like they throw a dart at the board and tell me whatever date is on the other side of that dart so they can stop messaging me.

I assume they don't monitor this forum, so next is social media.. That seems to be the only thing that gets their attention according to others that have had the same experience.

Honestly, i would rather them give me the bad news upfront so I can plan for it, instead off over promising each week.

Rivian fan boys only want to hear positive reviews... I wish I only had a positive experience with Rivian. Opening new service centers in a few years means nothing to me today!

 

[R1Tacoma]

Which Washington SCs have you been to besides Bellevue?

Also, did your 12v fully die or did the truck advise you to swap it soon? When my 12v was going/gone, my range was dropping very quickly and I was advised to keep it plugged in. I was able to get a next day appointment (10/31/24) at the Seattle center by Boeing field after calling back in and pushing the issue a bit.

 

[doubledown]

Oh, your use case is strange to me. I don't use the front cameras on the freeway, that's what the windshield is for.

Not sure what that means...but I think the cameras could at least pick up the vehicle that is 10 feet away from me in my blindspot, thats all I ask.

I assume Tesla's have much greater range forward, because of the autonomous driving.

 

[doubledown]

Which Washington SCs have you been to besides Bellevue?

Good point, just Bellevue. I have not tried Seattle (are only other SC according to the Rivian website)... from where we are, that would be a trek, especially through traffic, but I would easily do it if this issue was isolated to Bellevue.

 

[Dave Cundiff]

I'm in Washington State too, but Portland SC is my closest (only 2.5 hours, compared to 3.5+ for King County), so I use Portland. I have been VERY happy with the quality of people, communication, and service at Portland SC.

Bellevue SC has been generous about charging, which they are under no obligation to do, but I have no experience with their vehicle service.

Hope this improves!

 

[R1Tacoma]

Good point, just Bellevue. I have not tried Seattle (are only other SC according to the Rivian website)... from where we are, that would be a trek, especially through traffic, but I would easily do it if this issue was isolated to Bellevue.

I apologize, looks like I edited and added to my post while you were typing. I highly recommend other SCs that I've been to (the now-closed Auburn was amazing, Seattle was great the few times I've been, and I've got an appointment for a PTC retrofit at Fife in a month) in Washington.

Bellevue is absolutely slammed all the time and I would sooner drive to Portland than deal with that location. Best of luck friend! It's a blessing and a curse that all SCs don't provide the same experience.

 

[Cosworth]

Dunno about worst... My Volt's EGR valve seized while I was on a trip out of state. I had to call around to about ten different dealers until I found one that had a Voltec-certified technician on staff so they could even look at the car later in the week. The dealer claimed that mice had chewed up the entire wiring harness (high and low voltage) and that the car wasn't worth repairing and that I should buy a Suburban from them as a replacement. I had to push back on them multiple times before they plugged in an OBD-II scanner (or maybe they had already and just wanted to sell me more service time or an entirely new vehicle). Four hours of service time later, they finally did what I could have done if I'd had my bluetooth dongle with me. A quick search on the codes reveals "Oh hey, EGR valve has an issue, which is a known thing for these cars". Fun part of the design is that the thermostat and the actuator for the EGR is on the same fuse, and the thermostat rests in the shut position, which was what caused the car to overheat.

Now, that's shitty, but the thing that made it even worse is that GM was refusing to actually have the part produced, so it was on a nationwide backorder. It took 13 months to acquire the part. When contacting GM directly, they wanted me to just rent a car at a cost of about $1200 per month and maybe possibly get reimbursed. (The dealer refused to give me a loaner).

Getting a rental car to get home and then having some more time to research the issue once they told me it was the EGR valve, I came to realize that the valve could just be unplugged and the fuse could be replaced, and that's how the car has been operating since then. (I drove back out of state to get the car after a month and it's been fine ever since). Oh, and guess what, there was no chewing of any wiring harness anywhere; the dealer just straight up lied in an attempt to push me into something new. Meanwhile, the dealer and GM kept playing the blame game at each other about why the part wasn't there.

Is Rivian service awesome? No clue, I haven't taken my R3X in for service yet.
Are they the worst in the industry? Dunno, I do most service stuff myself on the cars I've had, but my run-in with Chevy service would have had me paying $15,600 in rental car fees while my car was trapped at the dealer lot for 13 months if I hadn't taken it into my own hands, which sounds a lot worse than this.

(edit: spelling)

 

[stormbreaker]

Woof, really sorry for your tribulations. I am now on the other side of a driver assistance issue after about a year and a half with multiple attempts to resolve. The folks in my SC in Connecticut supported me throughout the entire frustrating at times experience.

Please grant grace and patience to let them figure out the problem and resolve. They all seem very invested in keeping Rivians on the road with happy drivers.

I am again a very happy driver.

Best wishes!

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