The worst service experience in the industry

[MountainBikeDude]

That's fair, but the 3D rendering stopped functioning once I got the errors from the front camera. Other than the backup camera, and some front and backup sensors, I don't notice anything from the rendering.

Interesting. I'm genuinely curious what the cause/fix is in that case. Hopefully something as simple as a software issue.

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[R1Tacoma]

If they haven't started working on it yet, I would call at this point and see if you can pick up the vehicle and go to another service center- Bothell, Fife, and Seattle are all open. They all might be treks, but it'll take you less time than you've been waiting for Bellevue to get there!

 

[doubledown]

On your 12v battery issue, I likely would have done the same and cut my trip short, but given you're in Washington, and were in Canada, you probably could have reached out and had the Richmond BC service center do the repair while still north of the border.

On service, I hear you, I can point to a bunch of other examples of poor experiences from start to finish and I personally feel they can only get better by having a wake up call of the negative. You don't get better by hearing "you're amazing" all the time, it's when you get called out for something that needs work or is unacceptable that you reflect and try to do better as a whole, not just in part.

My own experiences have honestly been over and above my expectations, but I know it's not the same for all. I will note that often the complaints that appointments are months out, is typically overblown, and often those issues or appointments are given priority based on the severity of the issue at hand within hours of the request being initiated. I know not always ideal, but it's a reality when building out a service network from scratch, over only a few years.

Tesla is the only other direct to customer OEM I can think of, that also has had, and can continue to have even today, it's own share of those same issues. Not all people are the same, some tolerate a delay better than others, same goes for employees, not all are representative of the company for which they're employed.

Hopefully things go better once you get your Rivian back.

That makes sense, but i was in Northwest Territories at the time. With a license to fish for another week .

Came down through the park, Jasper, Lake Louise etc, I figured if I was going to get stranded, the area may as well be great to look at. I was able to find a charging station almost every night and it survived. I was nervous after reading the other 12v horror stories online.

 

[MountainBikeDude]

That makes sense, but i was in Northwest Territories at the time. With a license to fish for another week .

Came down through the park, Jasper, Lake Louise etc, I figured if I was going to get stranded, the area may as well be great to look at. I was able to find a charging station almost every night and it survived. I was nervous after reading the other 12v horror stories online.

Nice drive at least for sure.

 

[adam12]

I’ve been following posts like this for some time, and my main takeaway—especially from the title of this discussion calling Rivian “the worst service in the industry”—is that some important context is missing.

Rivian is a new company with only two relatively recent models. Comparing them directly to legacy automakers—who have had decades to refine multiple product lines and build extensive service infrastructures—creates an uneven playing field. Labeling Rivian as “the worst” doesn’t quite fit, because they are still in the process of finding their footing

That said, I agree that the wait times and resolution processes can be frustrating and not what customers would hope for. At the same time, it’s worth remembering that established automakers benefit from much larger production and service networks, which Rivian doesn’t yet have.

A better question might be: who is Rivian truly comparable to? Right now, there aren’t strong examples of legacy automakers launching entirely new platforms and scaling up service from scratch in the same way. For that reason, I find the argument of ranking Rivian as an automaker “worst in the industry” for service somewhat questionable

 

[strykerwsu]

Sorry to hear your story. So far the opposite for me, best service I've had with any compnay on my 3 issues over 40k miles between both vehicles. I'm 2.5 hours each way from service centers and all have been mobile appointments to my garage. They preemptively changed both S and the T's batteries in my garage due to diagnostic info. Only was a week out from getting the notice.

 

[doubledown]

I’ve been following posts like this for some time, and my main takeaway—especially from the title of this discussion calling Rivian “the worst service in the industry”—is that some important context is missing.

Rivian is a new company with only two relatively recent models. Comparing them directly to legacy automakers—who have had decades to refine multiple product lines and build extensive service infrastructures—creates an uneven playing field. Labeling Rivian as “the worst” doesn’t quite fit, because they are still in the process of finding their footing

That said, I agree that the wait times and resolution processes can be frustrating and not what customers would hope for. At the same time, it’s worth remembering that established automakers benefit from much larger production and service networks, which Rivian doesn’t yet have.

A better question might be: who is Rivian truly comparable to? Right now, there aren’t strong examples of legacy automakers launching entirely new platforms and scaling up service from scratch in the same way. For that reason, I find the argument of ranking Rivian as an automaker “worst in the industry” for service somewhat questionable

Ok a valid argument, and I agree with some of what you are saying...
My frustration stems from a few things...
1) They gave me a date to drop my vehicle off, and could not even look at it for a week after I dropped it off. That is what they verbatim told me at the service center. What I should have done was told them to call me when they are ready for my vehicle.

2) They told me on three different times that my RIT would be ready by a certain date. Two of which, I had plans to take my Rivian since they were both road trips. I dont know about you, but once I can forgive, but three times?

3) 5 1/2 months to get the truck into the service center for what was considered a safety issue seems fairly excessive.

I have a Tesla as well, and while their service centers have been slow to scale, the worst I have had to wait for a non-emergency issue is 3-4 weeks.

 

[doubledown]

Sorry to hear your story. So far the opposite for me, best service I've had with any compnay on my 3 issues over 40k miles between both vehicles. I'm 2.5 hours each way from service centers and all have been mobile appointments to my garage. They preemptively changed both S and the T's batteries in my garage due to diagnostic info. Only was a week out from getting the notice.

That's great, glad you have had good luck. Mobile appointments don't seem to be available for some reason outside of Bellevue.

 

[onesoil]

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!

rant alert

This sounds like our experience, but ours is magnified ~2.5x

Of the four R1Ts we have:

-2022 Launch R1T (VIN 5852) with 30k miles has needed all dampers replaced, multiple half shafts/ting washer, 4x alignments and a few replacement tires, full brake job, 1x tonneau replacement, steering wheel replacement, driver’s seat replacement, entire air system (compressor, lines, air springs, distribution block, etc.), HVAC system, carpets, 12V system (HVAC drain plug backed up and shorted cabin heating unit, which bricked the truck), AXM module (the main computer), a few different trim pieces and gaskets, a roof glass panel that the SC broke replacing the rear glass (my dad’s fault), and I’m sure several other things I can’t (or don’t want) to remember. This has been over the course of 5 or 6 3+ hour trips to the nearest SC.

-My 2022 R1T (VIN 10264) that I got as a demo last May with just under 10k miles, now with 31k has needed four rear dampers, half shafts/ting washers, jounce lines, full brake job, front left wiring harness connecting to the wheel speed sensor due to corrosion (from a terrible design oversight) that triggered turtle mode repeatedly, 3x tonneau cover replacements, one door handle replacement, 2x alignments, steering wheel replacement, a-pillar trim/gasket replacements on both sides, HVAC system, carpets, AXM module, broken windshield due to SC woe on HVAC (and they forgot to calibrate the rain sensor, so it had to go back).

-2024 R1T we lease our mechanic (VIN 30585) has “only” needed front dampers, joiner lines, and is now going in for the HVAC system and likely carpets (just like our ‘22s).

-2024 R1T we lease for our builder/facilities technician (VIN33523) has had jounce lines, a rear motor fault reprogramming (rear motor wouldn’t engage), and came with a bad alignment.

Across the four vehicles, we’ve had a combined 10+ SC visits, which is a total pain in the ass being in the heart of Boston and 3.5 hours or so away on a good day at the right time. We’ve had probably as many mobile visits, which is very pleasant, but the mechanic is very limited in what he can/is allowed to do (shoutout to David W., VT’s lone field mechanic, he’s awesome and always tried hard to fit us into his schedule and solve problems to save us trips to Chelsea).

The Chelsea, MA team and Vermont’s sole roaming mobile tech have done their best for us, and I have mostly found the SC staff very communicative and mostly quite reasonable. We were promised pickup and delivery early on, which they honored in the early days and have now officially reneged. We have mostly been able to finagle for loaners and quicker service when possible/necessary.

The problem has been with these products that just have so many potential failure points and untested components (well, in many cases they have now been tested—on us ).

Admittedly, we do have a couple very early production units, and went in fully aware of their likely being more trouble prone therefore. But it’s gotten fairly ridiculous how many major components have failed (can you imagine how much our mini fleet has cost Riviannto keep running?).

I could (and probably will continue to) go on and on… at the end of the day, I love my truck when it’s running right, can’t believe how costly ownership would be out of warranty, and am still ultimately rooting for Rivian to figure out how to provide reliable product and service, since I love so much about the design overall, and believe in transitioning transportation to electric.

I have spent an inordinate amount of time working with various Rivian staff to get our trucks serviced—anywhere from helping with diagnostics, logistics, having to repeat my issues many times to many different people, push for prompt/fair service and resolutions, push to negotiate with management, etc. Eevey person I’ve ever dealt with at Rivian seems to be kind, courteous, and mean well—but that doesn’t mean they are all knowledgeable, able to help, or know as Mitch as I do at this point about these vehicles or even Rivian’s own internal logistics/policies. As much as I love so many aspects of these vehicles, they have been very unreliable, and I only recommend them to people who are willing/interested enough and have the time, patience, and money to be without a vehicle and have to navigate warranty work.

I think these trucks are unnecessarily complicated in many respects, and not designed with sufficient attention laid to durability and repairability in many unfortunate ways. If you factor this all into ownership, and go in knowing that it could be a fairly consuming experience, then I think the value is there (at least as long as you have warranty ).

 

[Cascadian]

I had a similar experience at Bellevue. Car sat there 5 days before they even looked at it. Appointment was also made months out.
Every other time I have taken a car to a dealer for a service appointment it has been done the same day.

It’s a shame they are still operating this way. It is so destructive to the owner experience. Luckily my next inspection is mobile.

 

[Redline]

I’m still surprised at the people who thought they were buying a car from a major oem with a dealer network.

 

[captainjp]

I guess you’ve never experienced service with Land Rover. I’d nominate that company for the worst (and most exorbitant) service, on top of the worst quality vehicles. My vehicle was in service for 3 months awaiting a coolant expansion tank!

 

[ebellinder2]

If the title was “poor customer service experience“ I believe we would all understand.

 

[Senfler]

Unfortunately the original poster is correct. The service experience is totally broken. I recently had window trim peeling off and the mobile tech not only didn’t fix it but left it with front door misaligned. When I called mult times to follow up the service dept has no records of the work done or the equipment needed to get the wire done. Additionally, accepting vehicles with no intention of working on them within the next week seems to be their MO..l.

 

[onesoil]

I’m still surprised at the people who thought they were buying a car from a major oem with a dealer network.

I think that's a bit of a cop out. Yes, we're early adopters (especially anyone with an early Gen 1), and with that, one should expect teething pains. But, what the OP has experienced—particularly the lack of communication, large chunks of time with no explanations, what I'm guessing to be a lack of a loaner (?), though there's no mention of that (I'm just assuming there isn't one, since usually that eases the pain of long SC visits significantly in my experience)—are inexcusible no matter how new the company is.

I have been fortunate to have experienced almost none of that with the SC I bring our trucks to. There have been a few times where I've wondered why our truck is going in just to wait a week to get dispatched (what they call it when the truck goes into the shop bay). But I have always been able to get propmpt updates, and almost always reach someone directly (via messages in the app or through the, admittedly, inneficient and annoying hoops they make you jump through by calling the mothership, 855-RIVIAN, and insisting you speak with someone physically at the SC).

But if I was getting the runaround the OP was getting, I would be insisting that I get an update on status from the service manager. I have found it very helpful to develop a good relationship with the service managers (there was recently a shuffle at Chelsea, and I made a point to have a good conversation with the new manager, which has served me well already because he's been able to help expedite/approve some things up that I was getting pushback about from other staff).

To some extent, OEMs with dealer networks are no different: different dealers treat customers and the product they sell differently, knowing how to pull the various strings needed can help get you a better experience, and you can end up getting screwed in any number of ways. The difference in my experience has been that there are a lot more unecessary conversations, the product is less reliable than anything else I have personal experience with, and there aren't as many locations which adds a lot of logistical burden in my case.

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