Disappointing service experience & lessons learned

[R1Tom]

HA! Saw the "BE NICE" and thought of the movie Roadhouse instantly.

I can watch the movie for any length of time, at any point in the movie, and be completely entertained.

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[Riviot]

LESSON 2.3: They give you credits, not a dollar value, so splurge - ride Uber black or whatever

You must not own stock in Rivian...

First tip, this one may or may not apply to You but I mention it first because it’s the most important. BE NICE. Be nicer than you even think you should. These people are busy, and as such you want to stand out in their busy day. There are two ways to stand out, be a massive prick or be nicer than the average bear. Being a prick gets you pushed to the bottom of the pile while being nice tends to get you moved up or at least not pushed back.

?????
It goes a long way.

 

[Mike TDM]

I can watch the movie for any length of time, at any point in the movie, and be completely entertained.

Never a big Swayze fan But will watch anything Sam Elliot is in!

 

[NY_Rob]

I can watch the movie for any length of time, at any point in the movie, and be completely entertained.

That and the other over the top punch-fest... Steven Seagal in 'Out for Justice' never fail to entertain! "I'm gonna keep coming back till somebody remembers seeing Richie..." ?

 

[Guy]

Sorry for your troubles. Fully in agreement about the Rivian service process, it is a dumpster fire. Don’t get me wrong at times they have been very responsive but only after they seriously F***ed up. Everyone I have talked to at Rivian for the most part has been nice and helpful but there is no ownership at Rivian service so once you get off the phone you have to hope the responsible parties actually follow up.

As someone who is relying on the Rivian as my only vehicle that is a pain, especially because I take my dog most everywhere and that just doesn’t work with a rental car or uber credits.

Let’s hope they can increase capacity at least as fast as they increase production otherwise we are in for a lot of stress getting our vehicles fixed in a reasonable time frame.

They will increase capacity but sales will be at least twice as high next year so they need to run just to keep at where they are now. That does not bode well unless they can correct or eliminate issues at the factory And have bigger service areas.

 

[Acoustic71]

Never a big Swayze fan But will watch anything Sam Elliot is in!

Patrick was my friend. I still can’t quite believe he is gone.

 

[s4wrxttcs]

They will increase capacity but sales will be at least twice as high next year so they need to run just to keep at where they are now. That does not bode well unless they can correct or eliminate issues at the factory And have bigger service areas.

Agreed.

A lot of the problems are the same problems that simply don't have a solution yet. Things like the tok issue with the suspension where polls show that over 50% of the vehicles exhibit the problem. Or the tonneau cover issue which also impacts a large percentage.

It's worsened by the lack of service centers. Where I live the service center is backed up for at least 3-4 months, and its easy to tell from the license plates that vehicles there are coming in for all over the PNW.

There are also major communication glitches.

When I dropped off my vehicle:

They didn't have a loaner despite telling me that I'd have a loaner
They weren't able to look at the vehicle that day or even the next day, and instead it won't be till Monday.
They didn't have the videos that I submitted within the app so I had to email the videos when I dropped of the vehicle.
My communication preference is text or email, but the service calls with generic updates
They had no capability to address issues not on the original service ticket. This is understandable, but things come up while waiting 3-4 months for service. The lack of being able to address these issues causes another service appointment.

I'm not convinced that Rivian can make it out of this mess. In my experience with the vehicle and in following forums it seems like the vehicles design is simply too complicated, and doesn't offer the durability that its core consumer desires.

I don't think Rivian has much to worry about when it comes to competition, but their own mistakes are getting in their way.

I say this as someone really wanting Rivian to succeed. I like having a vehicle that has true OTA capabilities that's focused on adventure lovers. It's the perfect vehicle for people who fell in love with what Tesla used to be.

 

[rraj2k81]

Old timers like my self will remember the good ole days of the Rivian Guide Program, where a single point person would work with you from the order to delivery process and then be the primary contact for all warranty and service issues.

Ah, how good it is remember those hopeful days of 2021.

 

[SASSquatch]

LESSON 2.3: They give you credits, not a dollar value, so splurge - ride Uber black or whatever

Um...as a Rivian shareholder and as someone who would like to see Rivian succeed in the long-term, not just the short-term, can you NOT splurge and say that you did?

I suspect Rivian is getting charged a higher amount by Uber for those rides since they would be extra to a normal customer.

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