WTF is going on with creating a service request?

[Nexus]

It seems like, in the past, you could just use the app, describe your problem, add any documentation (pics, video, etc), and a service rep would get back to you later.

Now, it seems, you have to chat with an AI, who doesn't understand what you want. So I'm have a 0 minute wait to chat with a human and it's been about 20 minutes. Possibly, because its after 5 pm EST, I wont get to talk to anybody.

Why can't I just state my problem and wait for a response? Why am I stuck waiting to tell them what the problem is? How is this progress?

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[Hereforthesnacks]

Hi. Thanks for your post. How can we help you today?

 

[CANCERDOC]

The same Rivian AI, coming soon to your vehicle too.

 

[VSG]

I just call and talk to a human. My one and only attempt at using the Rivian AI instead had me arguing with it over whether they can do a 5-tire rotation or not. (AI told me there are only 4 tires )

 

[Nexus]

Ugh! As I was typing this post, I guess a service rep came and went and I missed it. Even though it said I could leave the app, I didn't see the message that said a rep was waiting. Fortunately, the rep opened up a service request anyway and I was able to schedule a date, albeit difficultly!

The same Rivian AI, coming soon to your vehicle too.

Great! Now I can argue with my car as well!

Hi. Thanks for your post. How can we help you today?

Equally LMFAO and frustrated!

 

[UnsungZero_OldTimeAdMan]

Some people have difficulty handling newness? I’ve made two service requests in over 2.7 yrs of ownership. One before AI agent existed. The second just 3 weeks ago. I read and followed the AI agent’s prompts/instructions and had no issues. Once the ticket was created, I uploaded supporting images just fine. Got a call from the SC the next day and was even able to get appointment moved up by 3 days. Evening of third day after drop off every item was addressed plus two items that weren’t even in the original request.

Maybe you’re making the experience harder than it actually is. Like WTF, why?! Not enough drama in your life? Some people have real problems. Some people look for and make problems.

 

[beatle]

Maybe you’re making the experience harder than it actually is. Like WTF, why?! Not enough drama in your life? Some people have real problems. Some people look for and make problems.

Or newness is not always better. "Please place the item into the bagging area."

 

[Killer95Stang]

The same Rivian AI, coming soon to your vehicle too.

"I want to make a left turn.... " AI : I do not understand... Let me connect you with a service representative so we can help you complete your request...

 

[Killer95Stang]

I kinda noticed the same thing on my last request. I got used to typing in my request, uploading a few photos or video and waiting for the rep to call me back. It just seemed like a few extra hoops that I wasn't ready to deal with. To be honest, I ultimately had to talk with a rep, so not sure what the AI step is their for.

 

[Dark-Fx]

Based on my experience with it, Rivian's AI's job is to triage service requests that can be resolved without actually needing the vehicle to come in.

 

[R1TCntrlMaIzzy]

This week the AI opened a ticket that said my car charge port was green, but the Riv L2 wall charger was blinking white. I did not input green as part of the problem.

I ended up calling in. the rep was confused. I was too, when he told me the case description.

 

[TTedP]

Boy you're not kidding. The app is particularly buggy right now.

Service requests used to work great. Now its a loop of;

- "we didnt get your message" errors galore after typing in the issue or making a selection
- service request entries disappearing - went from 3 to 7 to 5 to 6
- appointments cant be booked, please call (after going through all the steps of selecting a date and time they offered)

 

[tbinmd]

new version of the app is coming soon with the pending OTA. Hopefully it will fix things with opening a service ticket.

 

[TTedP]

hopefully! I cant attach photos or anything. It uploads but nothing sticks.

Kinda reminds me of my router and iOS stuff - they start acting wonky when there's an update waiting.

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