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

[zipzag]

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

Of course their attorney can walk you through step by step showing that they promised nothing.

They had a startup dilemma which they likely ultimately chose to ignore: They could not have a distance restriction sales policy when they didn't know service center locations. Even a pretty safe bet, DC metro, isn't currently covered. I guess I'm lucky in Chicago that they didn't decide that a 2-3 hour drive to Normal was good enough.

Seems to me they should grandfather in the pre-order customers that booked a vehicle prior to at least 2022. But I'm sure their rational is, in part, that they gave back a billion or two by the price hike reversal.

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[connoisseurr]

Of course their attorney can walk you through step by step showing that they promised nothing.

They had a startup dilemma which they likely ultimately chose to ignore: They could not have a distance restriction sales policy when they didn't know service center locations. Even a pretty safe bet, DC metro, isn't currently covered. I guess I'm lucky in Chicago that they didn't decide that a 2-3 hour drive to Normal was good enough.

Seems to me they should grandfather in the pre-order customers that booked a vehicle prior to at least 2022. But I'm sure their rational is, in part, that they gave back a billion or two by the price hike reversal.

I agree they should have grandfathered the pre-notice deliveries, and make it something to accept in the 8-step purchase process moving forward.

 

[roberttatefan]

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

How did you find this article? Interestingly, I couldn't find a way to navigate to it through the menu structure.

This entire situation is perplexing and if Rivian chooses to enforce this, is looking at an onslaught of bad press, cancelled preorders, small claims court, and likely further legal action despite arbitration clauses.

They have an article on how to get service if you do not live near an SC, referencing mobile service. They also state that mobile service can perform "any repairs that don't require a lift." Finally, they have an article that covers all this and makes no mention of any additional charges.

As someone approximately 120 miles from an SC, I have an e-mail out to Rivian to get some further clarity in writing. I'm at a bit of a crossroads hoping that Rivian changes course (or provides meaningful clarity) a la pricing updates. That said, I am gathering documentation and have no intention of paying a towing fee for any warranty repairs, nor will I be taking 6 hours round trip for any service unless I choose to for reasons of personal convenience.

It's completely ridiculous to for them to change course at this point.

 

[madgrey]

I've received mixed messages from the service center in Bellevue WA on this topic.

Monday, I submitted a request for 6 items, all of which were problems present at delivery. By Tuesday I had a conversation with a rep who informed me that it would cost "around $575" to have my car towed to the SC. I declined. I was then told I would get a call back to setup the appointment date, which didn't happen. Today, I called back to schedule the service... earliest available in mid January! Anyway, they offered to tow the car for no cost but did say I would have to pay to have it returned.

 

[Olsonsolar]

I feel like this breaks down when you consider that Rivian chose to deliver vehicles to people that are hours from a service center, and people that accepted those vehicles did so under the impression that Rivian would take care of their own quality and production issues. Or at the very least that their promises of mobile servicing and rapidly expanding service center presence were genuine.

I don't expect to be especially effected by this policy in the near-term since I live close to a service center, but it certainly doesn't reassure me that Rivian will go the distance when it comes to maintaining these early vehicles and honoring warranties.

The actual policy aside, wtf is with their rates? A cursory google search indicates that average flatbed towing rates are about $3/mi. If anything, Rivian should be subsidizing the towing service (and/or doing it at cost since they own/operate many of their own flatbeds), but it seems like they're choosing to make it prohibitively expense and/or make profits on it.

$55. plus $6.50 a mile WTF Talk about a total screw job. Sounds like they are well on their way to screwing people.

 

[RWerksman]

So, I have a not so fun story on this.

I have a pre-existing service order that was setup last month. Rivian will be picking my truck up next Sunday as the panel between my windshield and glass roof was incorrectly installed. (driving over 65mph sounds like I'm in my Jeep) I called and requested that they also look at the recall while it's there, and they stated they would be glad to do so.

I was then sent a new Work Estimate for Service. It included a charge for $66.92 - $55 for towing labor and what appears to be $6.50 for one mile of tow.

Calling back, I was informed that this was the new policy. I stated that my service order was setup prior to the new policy. After being put on hold to speak with a team lead, I was informed that if there was a serviceable event, I wouldn't have to pay it. If not, I would.

That sounds reasonable, at first glance. If, however, the tech assigned to my case looks at it and decided that he just doesn't feel like doing anything with it, or that it's 'in spec', I'm basically out $1,800 for nothing, with limited recourse. This would be extra egregious considering the pre-existing nature of the service, and that I've already sent multiple pictures in, all culminating in a, "Yeah - that's not right." in prior conversations with service advisers.

I shared this concern with them. After being placed back on hold, I was told that my maximum out of pocked would be the $66.92 I agreed to on the estimate. I asked for him to note that on the RO and he agreed to do so.


At the end of the day, I'm going to send it up and see what happens. It's clear that something is wrong and that the service order pre-dates the policy. I feel like I'm taking one for the team to see how everything will play out here.

This whole thing is repulsive though. I feel like there is a $1,800 Sword of Damocles hanging over my head. Combine that with STILL not having permanent registration from the state of Pennsylvania, despite purchasing in May, and I feel like this truck is a mistake.

I did receive a previously agreed on refund check from Rivian earlier this week though, which is nice. It only took multiple follow-up emails and weeks longer than they promised, but whatever.

Update time:

They picked up the truck, towed it up to the service center and at 9:35 called me to say that none of the repairs were covered under warranty and that I would have to pay the tow bill - $66.92. Tech took my car for a few mile drive and stated that the wind noise, in his opinion, wasn't from that, and basically tough shit.

I responded firmly that I've both seen multiple Rivians that A) don't have the same alignment, B) also don't have the same wind noise, and C) can point to multiple folks with the same issue posting about it here with good results on the repair. After some back and forth, they asked for pictures (that I sent) and then for the VIN of someone who had the repair done. Thanks to another forum member, Richard, sharing his VIN with me and then with Rivian, they agreed to do the repair.

Despite everything, I still have no idea if I'm going to be charged $66.92 or well beyond that. It's another situation where I feel like I have to really push them to do the right thing.

There shouldn't be this much friction in buying and owning a vehicle.

 

[atebit]

But it's also common sense to know that if you buy a car 250 miles from a service center, you are going to be dealing with significant inconvenience when your truck needs work and you are way out of reasonable range for mobile service.

Except for this one crazy thing that Rivian owners are talking about:

Anywhere in the US

That was just screen-grabbed moments ago.

 

[ironpig]

Except for this one crazy thing that Rivian owners are talking about:

Anywhere in the US

That was just screen-grabbed moments ago.

yeah we've all seen that. Doesn't mean it's going to happen. Ask all those people driving Rivians in Canada right now....

 

[atebit]

Agreed, but this is Rivian’s stated stance. What else shouldn’t we believe, 6 years/50,000?

 

[R1Tom]

This is one of my concerns long term for Rivian. They don't enjoy the head start that Tesla had. People put up with the less than ideal behavior from Tesla as they were only game in town.

But Rivian won't have that only game in town advantage for much longer.

And it appears Jim Farley and Ford have it figured out. With the advantage of "service centers" all built out beyond need. Now if GM, Stellantis, and Toyota get it figured out...how can Rivian make it work, with poor decisions like this, in the way?

Again...could have done this softly....keep the customer friendly policies in place, but slow down heavily on distant to service center deliveries. Then tell new buyers that if within something like 60 miles, you are expected to drop vehicle off at service center for non-mobile capable work.

And equally important, LISTEN to the current owner base and zero in on the issues, immediately fix them and stop cranking out the same mistakes at the plant. Can't keep kicking that can down the road...10000...11000...12000 times....

 

[zipzag]

Rivian really does need to clean up what they are promising with mobile service. You can't on the one hand promise "we come to you" while simultaneously charging a couple grand for round trip towing to a distant SC.

I had tesla mobile service today, and each time I think how great it is. Ironically with the odd design of the Cybertruck Tesla still wont have an appropriate service vehicle. Perhaps Tesla can buy some Rivian vans.

 

[RWerksman]

Agreed, but this is Rivian’s stated stance. What else shouldn’t we believe, 6 years/50,000?

A year is pretty variable. I mean, 2019 production start with deliveries in 2020, then 2021, then 2022 happened. ?

Seriously though, I've not had a single mobile service yet. My R1T has been towed to Cleveland twice now (~200 miles each way) for items that likely didn't need a lift.

 

[C.R. Rivian]

YMMV, I've had great mobile service; they've been out 3 times. Two were really for the same issue (diagnose, then get parts); the 3rd was the torque check that they are doing on almost everyone. If you can drive to a service center safely and can get a loaner there, well, that's pretty much the experience of buying from a dealer and having it serviced there under warranty. Not saying that this applies to anyone here, but why should Rivian provide a tow if you can drive to a service center within, say, 50 miles from you? I'm about 75 miles from the service center, btw.

 

[connoisseurr]

YMMV, I've had great mobile service; they've been out 3 times. Two were really for the same issue (diagnose, then get parts); the 3rd was the torque check that they are doing on almost everyone. If you can drive to a service center safely and can get a loaner there, well, that's pretty much the experience of buying from a dealer and having it serviced there under warranty. Not saying that this applies to anyone here, but why should Rivian provide a tow if you can drive to a service center within, say, 50 miles from you? I'm about 75 miles from the service center, btw.

Because Rivian said they would pickup the vehicle, which appealed to those who took delivery and are 3+ hours from a service center.

 

[C.R. Rivian]

Because Rivian said they would pickup the vehicle, which appealed to those who took delivery and are 3+ hours from a service center.

I agree that if you are that far away then they need to come to you as they have done for me. If it can't be fixed at your site, they should give you a haul...I don't think that folks living close to a service center have the same argument, though.

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