rjte84
Active Member
- First Name
- Ronald
- Joined
- Jan 14, 2024
- Threads
- 2
- Messages
- 26
- Reaction score
- 5
- Location
- Miramar, FL
- Vehicles
- 2023 Jeep Wrangler, 2024 Rivian R1T PDM STD+
- Occupation
- O&G Engineer
- Thread starter
- #1
During my last road trip, I had a lot of issues trying to DC charge my R1T (which never happened in the past). The main error shown on the screen was "DC Fast Charging Unavailable - Wait until plug cools down". This error showed in different brands' stalls (FPL, CP and EA). Level 2 charging was fine.
I opened a service ticket and I was assigned a mobile appointment a month later. I requested a normal appointment on the SC (Miami) but they said they didn't have availability and the mobile tech could pull the logs and determine if the car needed to be brought to the SC. I wasn't happy with it but nothing I can't do about it.
One day before the mobile appointment, I got a call from the SC saying they pulled the logs and thought it was an issue with the battery harness, They offered me an appointment for the next month which I immediately complained. The Advisor told me that he would talk to the service coordinator and try to get something earlier. He called me 1 hour later saying that I could drop the car the next day. I asked them if they had the part available to which they replied "No, but we already ordered just in case"
Dropped the car the next day at the service center. The service coordinator confirmed that the logs showed a possible problem with the harness, so they would confirm the diagnostic and replace the harness, which had been ordered already and would arrive next week. They promised to have the car ready in the middle of the following week (I dropped the car on Thursday). I was offered a rental car, which was supposed to be an SUV but the rental location didn't have availability. I ended up taking a sedan (I had a meeting later that day so took the sedan as the repair was supposed to be a few days).
Waited until next Thursday and called them. No repairs were done in the car and they were waiting for the part. Complained about the rental car and they offered me another rental at a different rental location (which didn't have a clue about the rental program with RIvian).
Another week passed, and no calls no messages from the SC, despite my calls and messages throughout the app. Called them back on Friday, and finally, they said the tech was working on the car. I had to travel for work next day, so I dropped my rental with the surprise they tried to charge me for gas and some extra days as Rivian didn't extend the reservation. I called Rivian customer service as it was the weekend. They said they would solve the issue with the rental.
The next Monday I called the SC and asked them to give me status of the car, that I wanted them to do a DC Fast Charging test after repair and to drop the car at my house. They agreed to all of that. The car was promised again for Thursday. Thursday passed and no news from the SC. I started to get calls from the rental location saying Rivian didn't reach them so they will charge my credit card.
Called SC but no luck. The next day I called Rivian Customer Service and explained the whole situation and how disappointed I was. At least they solved the issue with the rental company. They said they would escalate the issue with the SC.
A few days passed and finally, I got an email that my car was ready to be picked up. No calls from the SC, no emails about my request to drop the car at my house. I had to call them again to request the drop off and the DC Fast Charging test. They dropped off the car at my house two days later but no DC Fast Charging test, only Level 2 (based on the charging history). The invoice stated:
Concern:
- The customer states that on 08/21/24 at 02:42:07 PM EST, that he is getting notification that DC
Fast charging is disabled.
Cause:
- Replaced charge port harness due to CP negative pin over-temp detected
Correction/Remedy:
- Charge Port and Harness Assembly (Remove and Replace)
- Charge Port General Diagnostic
I traveled back home 2 weeks later and tested the DCFC capability, which appears to be fine (I don't use DCFC frequently, only for road trips).
In conclusion, poor communication from the Miami Service Center and a few days repair ended up extending to almost a month.
I opened a service ticket and I was assigned a mobile appointment a month later. I requested a normal appointment on the SC (Miami) but they said they didn't have availability and the mobile tech could pull the logs and determine if the car needed to be brought to the SC. I wasn't happy with it but nothing I can't do about it.
One day before the mobile appointment, I got a call from the SC saying they pulled the logs and thought it was an issue with the battery harness, They offered me an appointment for the next month which I immediately complained. The Advisor told me that he would talk to the service coordinator and try to get something earlier. He called me 1 hour later saying that I could drop the car the next day. I asked them if they had the part available to which they replied "No, but we already ordered just in case"
Dropped the car the next day at the service center. The service coordinator confirmed that the logs showed a possible problem with the harness, so they would confirm the diagnostic and replace the harness, which had been ordered already and would arrive next week. They promised to have the car ready in the middle of the following week (I dropped the car on Thursday). I was offered a rental car, which was supposed to be an SUV but the rental location didn't have availability. I ended up taking a sedan (I had a meeting later that day so took the sedan as the repair was supposed to be a few days).
Waited until next Thursday and called them. No repairs were done in the car and they were waiting for the part. Complained about the rental car and they offered me another rental at a different rental location (which didn't have a clue about the rental program with RIvian).
Another week passed, and no calls no messages from the SC, despite my calls and messages throughout the app. Called them back on Friday, and finally, they said the tech was working on the car. I had to travel for work next day, so I dropped my rental with the surprise they tried to charge me for gas and some extra days as Rivian didn't extend the reservation. I called Rivian customer service as it was the weekend. They said they would solve the issue with the rental.
The next Monday I called the SC and asked them to give me status of the car, that I wanted them to do a DC Fast Charging test after repair and to drop the car at my house. They agreed to all of that. The car was promised again for Thursday. Thursday passed and no news from the SC. I started to get calls from the rental location saying Rivian didn't reach them so they will charge my credit card.
Called SC but no luck. The next day I called Rivian Customer Service and explained the whole situation and how disappointed I was. At least they solved the issue with the rental company. They said they would escalate the issue with the SC.
A few days passed and finally, I got an email that my car was ready to be picked up. No calls from the SC, no emails about my request to drop the car at my house. I had to call them again to request the drop off and the DC Fast Charging test. They dropped off the car at my house two days later but no DC Fast Charging test, only Level 2 (based on the charging history). The invoice stated:
Concern:
- The customer states that on 08/21/24 at 02:42:07 PM EST, that he is getting notification that DC
Fast charging is disabled.
Cause:
- Replaced charge port harness due to CP negative pin over-temp detected
Correction/Remedy:
- Charge Port and Harness Assembly (Remove and Replace)
- Charge Port General Diagnostic
I traveled back home 2 weeks later and tested the DCFC capability, which appears to be fine (I don't use DCFC frequently, only for road trips).
In conclusion, poor communication from the Miami Service Center and a few days repair ended up extending to almost a month.
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