The glaring and obvious difference, Rivian had a lot fewer SCs and customers then. The "policy" had always been sold as "subject to change" and at "Rivian's discretion". You agreed to buy. You agreed to all that. Ask your lawyer.
In that time there hasn’t been a service center that’s opened any closer to MY house, so what’s changed for me?
Why don't you quit posting about it so you don't ruin it for the rest of us who are still in good favor?Really weird thing happened today.
I guess service has their favorites.
Correct me if I'm wrong but I don't think mobile service was ever sold as we'll drive 6+ hours (roundtrip) to you, so you don't have to. It's a bummer because I know you love the vehicles but it never did and never will make any business sense to waste a mobile tech's entire day on one customer. I'd be frustrated too if I were you and hopefully they'll build a SC near you in the future. I got lucky they just plopped one 3 minutes from my house.
I already turned it back in. Had it for less than 6 hours.
That seems obvious. But no more so than the point is that Rivian has changed there service offering and that people who bought before are considering trading or not buying a Rivian because service, as Rivian is now providing it, does not suit there need.
They used to do it when the only nearby service center was in Atlanta, so it was more like an 8+ hour round trip. Regardless, they have two mobile techs based in Knoxville now full-time. There's really no reason not to send one here, except to ensure I waste my time.
I would add on top of this, as I looked at my service history last night, that my history shows five service "incidents," and three have been taken care of by mobile, so 60%, which qualifies as "most." However, off the top of my head, I can think of three that I cancelled because I simply couldn't get the car to the Council Bluffs SC, and was a minor enough inconvenience (GPS not working correctly at startup, wind noise, one other software issue) that I let it ride. Now one of those things is being repaired by mobile, even though it had to be diagnosed at SC, and the others have worked themselves out via eventual (Months later) OTAs. In the end, 37.5% (If we need to be specific) of my service needs have been taken care of by Mobile, with the same percentage being cancelled because of the inconvenience. Mobile service was one of the selling points of this vehicle. My experience is now pointing to most service needing to be at least initiated at the SC, even if it is ultimately resolved with mobile. If that's how they can point to "most," then that's deceptive at best. I have gotten a loaner, but even when I've specified with SC that I need the loaner so can we please schedule around that, I have ended up with a Chrysler Pacifica. From what I can tell, other equivalent makes give an equivalent vehicle. If the infrastructure isn't there, don't make the promise.
You're right, Rivian absolutely sold mobile service as their primary means of dealing with issues. They used to send a mobile tech out to see if they could fix it, and if they could not they would schedule service. Now they are prioritizing what works best for them, at the expense of the customer. That works fine if you have a local service center, but not when your drive is 6 hours round trip.
Am sure Rivian has all the nice things planned and required of all their SCs but most probably managed locally. Blame the local SC management.
Yes I agree because as I mentioned prior That loaner was one of the reasons I picked Rivian. Salesperson said I will ALWAYS receive a loaner, and that was October 2026 for my R1T 2026. That's pretty clear even if you are a Caveman. So it sounds like they will get 2 free days of a rental or loaner if it takes longer than 2 days to repair? I guess the owner will have to return to the SC to receive the loaner? It doesn't sound too convenient for the owner that just spent over $100,000 to deal with a warranty item.
This a key area where the "non-traditional" retailer model breaks down for me. For the past 50 years of my car ownership life, the dealer always has had a loaner option available at no cost no mater the nature of the work as long as I scheduled in advance.
