Clarified: Rivian Service and Towing Policy Changes (10/07/2022)

[ironpig]

Have they set a mobile service max distance? Iowa starts at either 120 miles from Chicago or 80ish from Kansas City. Basically a full day of labor to do one or two customers.

i don’t know. I think they figured out too late that they shouldn’t sell to people outside a 30 mile radius of a service center while they are just trying to get off the ground. It would have been reasonable to mandate that in the beginning but now they need a workable solution for owners who live in the middle of nowhere.

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[Titanium91352]

Adding insult to injury. Got a call on Friday my vehicle had the minor defect repaired, and a few minor issues like lube to a squeaky shaft. They left the message that the vehicle had been fully inspected and was ready to go. Tried to call and confirm the recall work but no answer on the phone for six hours. Drove through LA traffic (3.5 hours) to get there today. Told the greeter I had been trying to call all morning and left two messages for call back. He asked "What number are you calling?" I said the 855 service number, is there another number to call?. His answer was classic "I don't know". Why did I ask I told myself) They pulled up the vehicle and I was shocked at how dirty it was. Sanding dust from the body shop, bird crap, and completely filthy. So much for owning a Raptor and having it completely washed as a complimentary service for seven years of warranty. They gave me the key, no paperwork and told them me they needed the rental key and they would take care of it. I went to get my stuff, gave them the key and as I walked outside to the truck and turned the corner I noticed two exactly the same dents spaced ten inches apart on the door. If the light had not caught them just right I would not have seen it in the dirt. Went back to get the tech out. He stared at the dents confirmed with his paperwork there were no dents on incoming inspection. As I walked around the vehicle now feeling this can't be happening, found two more dents above the passenger door! Four dents in the vehicle. I just think I was the unfortunate customer whose vehicle was next to the service guy who was just told he has to tighten 4,000 wheel assemblies and happened to have a hammer handy..........................................The tech said don't worry we will have the mobile dent guy pop them out for you and put it on a flatbed for delivery. I blankly stared in his eyes as I recalled the initial delivery back in May when the tech said "Don't worry we will have a flatbed pick it up and deliver it for you after repair" I gave him back the FOB and rode off in my piece of crap rental they got me instead of a Rivian loaner.

 

[Prime]

I hope I don't come off insensitive to those who are frustrated about this policy as Rivian was doing things one way and now is not. But, as other posts have noted, if most of us were to buy ICE vehicles, we wouldn't travel a few hundred miles away to get it, we'd buy from a local dealer that would be able to service it under warranty when needed. Thats how I've bought my half dozen cars over the years (minus Tesla, but we have several local service centers nearby).

I am surprised that Rivian is even delivering anything beyond 50-100 miles outside their service centers because for most people it would not be feasible to either take time off work to drop of the vehicle or get a tow truck for transport due to cost. Add to the fact that this is a brand new automaker with no history of reliability and that can be a recipe for disaster for recalls, warranty repairs etc. I think a big push for Rivian needs to be building service centers in every major market to get closer to buyers. As it stands though, just seems like a mess. If I was well outside a service center I would think twice about taking delivery because the thought of having to argue about towing or driving myself long distances only to find things didn't get repaired properly etc would drive me nuts. Having dealt with Tesla and even Lexus service needing few times to get things right on occasion is my baseline experience.

 

[amhawk60]

It's really not a vehicle to buy if its a huge stretch. In the next year or two there are a lot of SUV-type vehicles coming out that will be nice, fun vehicles that can be serviced locally.

But the flip side is the flip potential of a max pack at the old pricing in 2023. There will likely be a period of time when the max pack vehicles sell at a premium of over their $10K additional cost. Most flippers and filler -curious buyers with early orders likely converted to large pack. So I doubt there will be a large influs of mac pack vehicles for sale.

I expect the group that will sell their max pack are people who wanted the vehicle but finally recognize it is not affordable for them.

"Stretch" meaning it's doable but still a heck of a lot of money. I've never been a car guy but the R1T fits my plans post-retirement to drive around the country biking, kayaking, hiking while eating good food and drinking bourbon. Spending 80+k on a vehicle and then be required to fork out $1600 for a one way tow to the nearest service center is nonsense. Rivian should have beefed up their mobile service options and the number of available SC long ago. they certainly must have seen this coming.

 

[Count Orlok]

"Stretch" meaning it's doable but still a heck of a lot of money. I've never been a car guy but the R1T fits my plans post-retirement to drive around the country biking, kayaking, hiking while eating good food and drinking bourbon. Spending 80+k on a vehicle and then be required to fork out $1600 for a one way tow to the nearest service center is nonsense. Rivian should have beefed up their mobile service options and the number of available SC long ago. they certainly must have seen this coming.

Exactly. Not to mention the high towing rate Rivian is charging coupled with the sloppy build quality so many vehicles are being delivered with.

 

[Kidentist]

This story is going viral, I saw it on my Google News thread this morning. Coincidentally RIVN is down 17% over the last month........well, well, well.

 

[connoisseurr]

This story is going viral, I saw it on my Google News thread this morning. Coincidentally RIVN is down 17% over the last month........well, well, well.

I'm glad to see the big EV reviewers picking up this story. @OutofSpecKyle briefly touched on it during another podcast with @branden. Also Tom Moloughney put an article up on the InsideEVs blog.

I'm excited to see where this policy change goes.

 

[Dark-Fx]

Didn't see that this was posted anywhere. Rivian has a support article up now with their policy explained.
https://rivian.com/support/article/why-is-rivian-charging-for-towing-to-service-appointments

 

[connoisseurr]

This is going to get a lot of backlash from customers who are many hours away from a SC.

I'm only bothered because I was closest to the Bethesda/Rockville, MD service center that is now closed, while they move to the new location. So now I would have to drive an extra 90-120 minutes to get to the next closest service center. Yikes.

 

[R1Tom]

Another poor decision that will cost more than it will save. Just my humble opinion.

It takes an immense amount of good advertising, to undo bad advertising.

And the far more stealthy approach would have been to limit deliveries at distances that matter.

 

[connoisseurr]

Another poor decision that will cost more than it will save. Just my humble opinion.

It takes an immense amount of good advertising, to undo bad advertising.

And the far more stealthy approach would have been to limit deliveries at distances that matter.

Couldn't agree more. RJ makes enough, he can reinvest a few $$$ to get more service centers open quickly, or cover towing fees until wider access to SCs and MSCs exists.

 

[R1Tom]

Couldn't agree more. RJ makes enough, he can reinvest a few $$$ to get more service centers open quickly, or cover towing fees until wider access to SCs and MSCs exists.

But...in addition...a different angle could be considered....and that is that all of us out at greater distances....are providing invaluable advertising...everytime we go out in public.

I can only imagine the measurable impact that they could look at, showing upticks in orders placed in distant areas, where trucks are being shipped. I can't imagine my driving around hasn't resulted in many pre-orders.

So....how about getting and bringing my truck back, when quality deficiencies occur....you know.....for the effort?

Instead now when asked at convince stores, restaurants, car shows, etc... I feel compelled to at least disclose to the curious parties, that they should at least be aware, of this rather negative aspect.

 

[swazi]

Didn't see that this was posted anywhere. Rivian has a support article up now with their policy explained.
https://rivian.com/support/article/why-is-rivian-charging-for-towing-to-service-appointments

It's funny because they are addressing the "when" and "how" but not the "why" from their title.

And I agree with a lot being said on this thread. I did consider the locations and lack of service centres. But I was close enough to Rockville. Then they abruptly closed it. And it's puzzling that they now plan Gaithersburg because that is not really central to a lot of DC.
I have been (and continue to be) a great advocate. And in the past I may have glossed over the lack of service centers but now I find myself mentioning it as a counter point to people that approach me and ask about the truck.

 

[NY_Rob]

This is going to get a lot of backlash from customers who are many hours away from a SC.

Especially when some ordered their vehicles 3+ years ago when Rivian was 100% stating they will come get your vehicle at no charge and deliver it repaired at no charge.

 

[connoisseurr]

Especially when some ordered their vehicles 3+ years ago when Rivian was 100% stating they will come get your vehicle at no charge and deliver it repaired at no charge.

Also this. I knew that was too good to be true, from the get go.

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