Initial service experience at Rivian San Diego service center

[R1TMDSD]

I took delivery of my R1T approximately one month ago and I recently sent it in for service for a few issues. The problems I asked then to fix were:

1. Front end alignment - truck consistently pulled to the right
2. Body panel alignment
3. Wind noise at the front passenger window.

My service appointment was scheduled for a little over a week after I submitted the service requests. My truck was picked up from my house on a Thursday by a Rivian employee who drove it to the service center (about 8-10 miles away) and I was initially told that I might receive it back by the end of the following day at the earliest. However, the timeframe for the repairs was pushed back at least twice and I did not receive my truck back until the following Friday ( total of eight days at the service center). The service staff were overall very helpful, but it did seem that they were understaffed, as one of the reasons I was told that the repairs took as long as I did is that there were not enough technicians available. It is a little bit annoying how Rivian has their service system set up where you have to call the main service number and then get transferred to the local service center. There’s not a way to contact a direct person directly and leave a voicemail or send a text or email. Initially I was provided with Lyft credits, but as it became clear that the repairs would take longer I was given a rental (Tacoma from Enterprise).

The wheel alignment issue was resolved and the truck is driving great - straight as an arrow.

The body panel issues are overall better, but still not entirely perfect. The service manager indicated there appears to be some issues with how the doors/panels were stamped/molded at the factory which limits how much they can improve the alignment.

The wind noise also seems improved, though I’m not exactly sure what they did to address that.

Overall a pretty good experience, but a little frustrating that it took as long as it did.

Sponsored

 

[hed]

How bad was the wind noise at your windshield? I hear some wind noise that sounds like its coming from around the windshield but it isn't that loud. Trying to ascertain if it's normal or not.
After your service visit is the noise lower?

 

[R1Sky Business]

I took delivery of my R1T approximately one month ago and I recently sent it in for service for a few issues. The problems I asked then to fix were:

1. Front end alignment - truck consistently pulled to the right
2. Body panel alignment
3. Wind noise at the front passenger window.

My service appointment was scheduled for a little over a week after I submitted the service requests. My truck was picked up from my house on a Thursday by a Rivian employee who drove it to the service center (about 8-10 miles away) and I was initially told that I might receive it back by the end of the following day at the earliest. However, the timeframe for the repairs was pushed back at least twice and I did not receive my truck back until the following Friday ( total of eight days at the service center). The service staff were overall very helpful, but it did seem that they were understaffed, as one of the reasons I was told that the repairs took as long as I did is that there were not enough technicians available. It is a little bit annoying how Rivian has their service system set up where you have to call the main service number and then get transferred to the local service center. There’s not a way to contact a direct person directly and leave a voicemail or send a text or email. Initially I was provided with Lyft credits, but as it became clear that the repairs would take longer I was given a rental (Tacoma from Enterprise).

The wheel alignment issue was resolved and the truck is driving great - straight as an arrow.

The body panel issues are overall better, but still not entirely perfect. The service manager indicated there appears to be some issues with how the doors/panels were stamped/molded at the factory which limits how much they can improve the alignment.

The wind noise also seems improved, though I’m not exactly sure what they did to address that.

Overall a pretty good experience, but a little frustrating that it took as long as it did.

Growing pains...thanks for update

 

[R1TMDSD]

How bad was the wind noise at your windshield? I hear a some wind noise that sounds like its coming from around the windshield but it isn't that loud. Trying to ascertain if it's normal or not.
After your service visit is the noise lower?

The wind noise wasn’t bad to begin with, it may have been just within the range of what is expected. But, I had seen comments on this forum about issues with incorrect installation of the small front triangle window so I wanted to have them check to make sure that that was not the issue. Everything seemed to be installed correctly, according to the service manager.

 

[R1Sky Business]

Did u pick up R1T at service once fixed or they bring it back?

 

[R1TMDSD]

Did u pick up R1T at service once fixed or they bring it back?

I picked it up. They could have delivered it to my house, but it would have taken longer.

 

[AdamUCF]

I took delivery of my R1T approximately one month ago and I recently sent it in for service for a few issues. The problems I asked then to fix were:

1. Front end alignment - truck consistently pulled to the right
2. Body panel alignment
3. Wind noise at the front passenger window.

My service appointment was scheduled for a little over a week after I submitted the service requests. My truck was picked up from my house on a Thursday by a Rivian employee who drove it to the service center (about 8-10 miles away) and I was initially told that I might receive it back by the end of the following day at the earliest. However, the timeframe for the repairs was pushed back at least twice and I did not receive my truck back until the following Friday ( total of eight days at the service center). The service staff were overall very helpful, but it did seem that they were understaffed, as one of the reasons I was told that the repairs took as long as I did is that there were not enough technicians available. It is a little bit annoying how Rivian has their service system set up where you have to call the main service number and then get transferred to the local service center. There’s not a way to contact a direct person directly and leave a voicemail or send a text or email. Initially I was provided with Lyft credits, but as it became clear that the repairs would take longer I was given a rental (Tacoma from Enterprise).

The wheel alignment issue was resolved and the truck is driving great - straight as an arrow.

The body panel issues are overall better, but still not entirely perfect. The service manager indicated there appears to be some issues with how the doors/panels were stamped/molded at the factory which limits how much they can improve the alignment.

The wind noise also seems improved, though I’m not exactly sure what they did to address that.

Overall a pretty good experience, but a little frustrating that it took as long as it did.

It's a low bar but this still sounds light years ahead of my service experiences at the local Chevrolet dealerships.

 

[FormerRIVTech]

Interesting ?

 

[DannyC]

My R1T is currently at the San Diego service center. Waiting on a part for the DC fast charging system. I am told it could be 2 weeks. Because it was a "safety" issue I was provided a loaner R1T and took it to Yosemite. To clarify the trip was scheduled and I told them how extremely bummed I was that I was not going to be able to take my brand new Rivian to Yosemite to "try out the free chargers" there.

I too have the wind noise and they are replacing or have replaced the passenger side triangle area by the side mirror. The trim piece actually came off while on the freeway on my truck and the same thing happened on the loaner! So there is a manufacturing/design issue and I would not be surprised if there is a recall.

My alignment was also off, that got fixed the first time I had my truck there and it was good after that.

Tires being replaced from unusual wear, see the thread on the tires rubbing on the conserve mode suspension being too low.

As you said there is no direct way to call and talk with your service rep. I have my service reps email but it is typically a good part of a day before I get updates when I ask for them.

I did use the Lyft credits for the ride home. I am about 20 minutes away so no big deal on that.

Got a new tonneau cover, not fixed, a full new one as apparently they redesigned it. Mine stopped working the day I received the R1T.

 

[3121]

I took delivery of my R1T approximately one month ago and I recently sent it in for service for a few issues. The problems I asked then to fix were:

1. Front end alignment - truck consistently pulled to the right
2. Body panel alignment
3. Wind noise at the front passenger window.

My service appointment was scheduled for a little over a week after I submitted the service requests. My truck was picked up from my house on a Thursday by a Rivian employee who drove it to the service center (about 8-10 miles away) and I was initially told that I might receive it back by the end of the following day at the earliest. However, the timeframe for the repairs was pushed back at least twice and I did not receive my truck back until the following Friday ( total of eight days at the service center). The service staff were overall very helpful, but it did seem that they were understaffed, as one of the reasons I was told that the repairs took as long as I did is that there were not enough technicians available. It is a little bit annoying how Rivian has their service system set up where you have to call the main service number and then get transferred to the local service center. There’s not a way to contact a direct person directly and leave a voicemail or send a text or email. Initially I was provided with Lyft credits, but as it became clear that the repairs would take longer I was given a rental (Tacoma from Enterprise).

The wheel alignment issue was resolved and the truck is driving great - straight as an arrow.

The body panel issues are overall better, but still not entirely perfect. The service manager indicated there appears to be some issues with how the doors/panels were stamped/molded at the factory which limits how much they can improve the alignment.

The wind noise also seems improved, though I’m not exactly sure what they did to address that.

Overall a pretty good experience, but a little frustrating that it took as long as it did.

Hi thanks for the write up. Sorry to hear about the poorly stamped body panels...that's pretty major and something not easily resolvable without major body work and re-paint. How are they going to make you whole on that one? Did they just give you the "oh shucks" and not offer anything else?

I'm in SD too, same alignment issue, 3 attempts to fix it and still unresolved. Had body fit issues and they improved some made some worse. They were all about the customer service and platitudes but the results were mediocre, scratched and chipped my paint. I won't take the truck back there, they are rushing too much and not focused on quality. I am going to see about getting booked into Irvine or another location.

The whole repair process is a black hole. Not to mention a little douche with the "Please hold for a Rivian employee" whenever they call. I see how on paper all this looks good and is more efficient for Rivian (use the app to report, someone calls to schedule, central call center and scheduling)...but in reality it's not a great experience for customers. Once they have your truck you're pretty much at their mercy and have no way of getting ahold of someone who know's what's going on.

I really hopped Rivian wouldn't fall into the Tesla game of shipping poorly built vehicles, playing dumb and delivering them to customers, then being overloaded with service calls. I thought RJ would do better.

 

[FormerRIVTech]

Hello all,
I'm a former Rivian Tech(14+ years exp with 5+ EV exp w schooling in automotive Technology) and was the first Service Technician employee hired (pre&post IPO) in San Diego, I was trusted to work on very important peoples vehicle and "special projects", due to not wanting to be sued by Rivian I'm not allowed to work on any vehicles officially (my departure had nothing to do with performance but corporate politics, my team was not happy about being pushed out unjustly and I still keep in touch with the techs) but the silver lining to this allows me to occupy a position of objective analysis and teaching without being limited to company protocols. If y'all ordered a Rivian and want a run down of how to work on ur car(ugrrmmm body adjustments and I got the tooling required for onsite instruction), what's Normal for an EV etc, simple spare tire change, what can be done and how to adjust ur body fitment,etc (I have extensive experience with EV's and solving the crazy wind noise knowing the difference between turbulence)I have taught a lot of techs and I wanna help the consumers now. I can do a consultation (donation based) that'll give y'all confidence of ownership. I believe in ALL OWNERS HAVE A RIGHT TO REPAIR THEIR PROPERTY and any way I can help, I'm here for y'all. Been in the industry a long time and I always found trouble getting honest, fact based info in any forum. Feel free to DM me, currently looking for a job with strong repair ethic standards so any donation helps and any leads for automotive repair positions are appreciated. DM for and we can meet up by downtown SD and we'll shoot the breeze and I'll give ya run down of ur ride, what's awesome about it, how to maximize range, etc. Just to be clear I cant go into detail why I was terminated (don't wanna get sued) and no stock talk(with all due respect & again don't wanna get sued), ? ?

Sponsored