Tonneau replacement process is arguably unacceptable

[icculus]

Broke on July 4th, Scheduled me out until October 1st to have it replaced, pushed me out again until Mid December. All while they are 'selling' it in the gear shop. I love Rivian but how they are handling this whole issue is absolute BS

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[DuoRivian]

Your one, albeit unfortunate one experience does not invalid their business case to offer the cover to buyers. They are a business.

 

[icculus]

Your one, albeit unfortunate one experience does not invalid their business case to offer the cover to buyers. They are a business.

Agreed, but one would argue that their existing user base is one of the most important pieces to their future success. How many of us have bought a 2nd or put in for new reservations, or upgraded...

Gotta take care of your people first to have a strong foundation.

 

[Mellowyellow]

This is the same thing as the NACS adapters. People were still waiting for Rivian to send them one when anyone could just buy them on the gear shop.

 

[beatle]

Sounds similar, though not exactly like my experience where my truck was delivered last summer without it, and an IOU to have it installed in 2-3 months. I did finally get it installed 7 months later, though other new deliveries that fall had it preinstalled.

I could swallow the slightly bitter pill as I understand the logistics to distribute additional PTCs to the service centers is different than having them onhand for new builds. In your case though, I agree they should take care of existing owners' needs before selling them for new installs. In a more perfect world, yours wouldn't have broken, and they would have enough to cover both new sales and repairs without the interference.

If you order one now, do you get one now, or the new installs also delayed? Just seeing it in the gear shop isn't really a guarantee that it will be delivered quickly.

 

[VandalSibs]

Or, as a possible scenario, they had issues until now securing enough parts for the new tonneau for use in anything other than new builds and the occasional warranty replacement. In this hypothetical scenario, now that mare parts/materials are available, they can ramp up warranty replacements AND sell it on the gear store.

Might be just me, but this sure seems like a very plausible scenario...

 

[icculus]

Sounds similar, though not exactly like my experience where my truck was delivered last summer without it, and an IOU to have it installed in 2-3 months. I did finally get it installed 7 months later, though other new deliveries that fall had it preinstalled.

I could swallow the slightly bitter pill as I understand the logistics to distribute additional PTCs to the service centers is different than having them onhand for new builds. In your case though, I agree they should take care of existing owners' needs before selling them for new installs. In a more perfect world, yours wouldn't have broken, and they would have enough to cover both new sales and repairs without the interference.

If you order one now, do you get one now, or the new installs also delayed? Just seeing it in the gear shop isn't really a guarantee that it will be delivered quickly.

Yea good question, im not sure the waiting period if you buy it now

 

[Erik+]

It's parts availability. Mine was scheduled mid-October to allow for the parts to be in stock.

 

[icculus]

It's parts availability. Mine was scheduled mid-October to allow for the parts to be in stock.

You're about to get rekt my friend, i'm also in CO

 

[Donald Stanfield]

Could it be a service center backup issue not necessarily a tonneau cover issue? Not that it would be tons better but it would make sense

 

[Erik+]

You're about to get rekt my friend, i'm also in CO

Perhaps, we will see. Mine is mobile install. I try not to matriculate with those strange front range folks.

 

[icculus]

Perhaps, we will see. Mine is mobile install. I try not to matriculate with those strange front range folks.

oh nice, then perhaps it will be okay, GL!!

 

[shamoo]

Agreed, but one would argue that their existing user base is one of the most important pieces to their future success. How many of us have bought a 2nd or put in for new reservations, or upgraded...

Gotta take care of your people first to have a strong foundation.

Understand your frustration for sure, but from a marketing/sales perspective, this is not the case.

You already bought the vehicle. They got your money. New subscribers/customers are far more important to revenue and investors.

Anyway, hope your issue gets resolved soon.

 

[CrazyOne]

This is the same thing as the NACS adapters. People were still waiting for Rivian to send them one when anyone could just buy them on the gear shop.

I say, it's far worse. Rivian is not obligated to give out free adapters. They are required to fix things that break in vehicles though. Assuming this is not an SC backed up issue.

 

[DD4ST]

Perhaps, we will see. Mine is mobile install. I try not to matriculate with those strange front range folks.

Mobile install? I thought putting in the tonneau was a major operation. When mine was put on at the SC it took weeks and I understood they had to dismantle a lot of the bed.

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