12V battery died with update 38

[Joegovette]

This all started on Tuesday night. My wife and I have an R1S. We let the S do the update, and it killed the 12V battery. No access to frunk and center console which was storing her wallet and important stuff in the frunk. Called Rivian customer support on Wednesday. They setup a rental and uber credits to get there right away. I wasn't going to be able to pick up the rental until Thursday afternoon due to the rental place not having any cars (never ended up using uber or the rental)
. I was in contact with multiple people in the customer support group at Rivian. Initially, they were going to come pick it up on a flat bed to tow to the Phoenix SC. My service rep Gaby was able to help me get into the vehicle and retrieve my wifes belongings. She was also able to have Rivian send out a mobile technician Friday morning to replace the battery. The battery has been replaced and the update completed correctly today. I am very impressed with a 2-3 day repair. My thanks go out to Rivian customer service, Gaby, and Grant! I also learned that Rivian service number is 24x7.

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[COdogman]

Glad they got you back on the road so quickly!

 

[R1Tom]

That is an awesome and top notch service experience! Great to hear!!

 

[ads75]

This summer when my 12v battery died, it took just under 3 weeks to get my batteries changed via mobile service (July-August). So results may vary. I do not remember discussing alternate transportation with Rivian, at all, although I do own a 2019 Wrangler which is fine. I do not remember Rivian asking if I needed a loaner/rental, but I also didn't ask. And the area I live in is pretty much too rural for Lyft/Uber, which could be one reason why it took so long to get service (one hour outside Philadelphia, Pa).

One of the more recent updates (September I think), my R1T gave me an error when I tried to do the update, when I went to the truck, it said something to the effect of "12v battery too low to update". I tried again 4 hours later and it worked. As far as I could tell, this most recent update (October) had no issues.

 

[Joegovette]

I live within about 45 minutes of the SC, but they would have had to tow it there. I think that all of the SC's are probably different. This was my first service call, and I hope they are all this good.

 

[Electrified Outdoors]

Refreshing to hear of the positive service experience.

 

[azbill]

Was your vehicle plugged into a charger during the update? Usually EVs will keep the 12v charged when plugged in. My Mach E actually verifies the 12v SoC before installing an update.

 

[Joegovette]

Was your vehicle plugged into a charger during the update? Usually EVs will keep the 12v charged when plugged in. My Mach E actually verifies the 12v SoC before installing an update.

It was not plugged in, but it was at 70%. The technician said that it shouldn't have to be plugged in for the update, but I will be plugging it in from now on to hopefully avoid this in the future.

 

[LL75]

It was not plugged in, but it was at 70%. The technician said that it shouldn't have to be plugged in for the update, but I will be plugging it in from now on to hopefully avoid this in the future.

that is correct. I did a few updates before without it plugged in and it did just fine.

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