Disappointing service experience

[Nikhiluor]

So I gave my R1S for service on 23rd Oct for driver side rear door issues - rattling noise, boom noise while window rolls down, door doesn’t get close easily, door alignment. After 6 days of keeping R1S at service center, I go there just to find out that half of these issues are not fixed. l decided to leave R1S at service center and have been asking customer service to escalate but so far they seems to be not caring about it. This is the 2nd time my R1S is at service center for exact same issues.

I feel that Rivian doesn’t have good service technicians in their service center which will continue to be big problem for them as they will have to keep Rivian’s for longer which will drive customer satisfaction issues as well as rental expenses which they will have to incur to accommodate owners.

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[Chewy734]

I’m surprised that half your service issues were fixed in 6 days.

I dropped mine off at another SC on 10/17 and they haven’t touched it yet since they’ve been backlogged.

 

[DuoRivian]

Well leaving it was not a great idea because they need to book a new appointment for you which could be weeks/months later. None of these sounded critical so you could go home with half fixed and come back later.

The doors are harder to close - that is just how they are.

 

[goldburger]

I’m surprised that half your service issues were fixed in 6 days.

I dropped mine off at another SC on 10/17 and they haven’t touched it yet since they’ve been backlogged.

I dropped mine a day after you and ya, hasn't been touched.

 

[goldburger]

boom noise while window rolls down, door doesn’t get close easily,

the first is the weather sealing-- if you have any dirt on your window it makes this noise. the second is how the doors are and will never be how you expect them. welcome to owning a rivian! it's def a unique experience, lol.

 

[COdogman]

There has to be more to the story here. You brought it in for issues XYZ. You say "half" of the issues weren't fixed. But some of the issues you describe may not need fixing. What did they fix and what was their explanation for not fixing the other things?

 

[llcsf]

must be the south san francisco service center…my experience was not that good

 

[twraps]

So I gave my R1S for service on 23rd Oct for driver side rear door issues - rattling noise, boom noise while window rolls down, door doesn’t get close easily, door alignment. After 6 days of keeping R1S at service center, I go there just to find out that half of these issues are not fixed. l decided to leave R1S at service center and have been asking customer service to escalate but so far they seems to be not caring about it. This is the 2nd time my R1S is at service center for exact same issues.

I feel that Rivian doesn’t have good service technicians in their service center which will continue to be big problem for them as they will have to keep Rivian’s for longer which will drive customer satisfaction issues as well as rental expenses which they will have to incur to accommodate owners.

Which SC is that? South SF or San Jose? Or another one?

 

[Nikhiluor]

Well leaving it was not a great idea because they need to book a new appointment for you which could be weeks/months later. None of these sounded critical so you could go home with half fixed and come back later.

The doors are harder to close - that is just how they are.

Which SC is that? South SF or San Jose? Or another one?

Which SC is that? South SF or San Jose? Or another one?

San Jose…it seems that they don’t do quality inspection post service and assume that all is fixed…

 

[twraps]

San Jose…it seems that they don’t do quality inspection post service and assume that all is fixed…

Thanks! Good to know. I had a scheduled SC visit in South SF but decided to cancel it based on numerous reports of poor SC experience :/ I was thinking of re-scheduling for San Jose instead, but given this feedback I guess I will wait until there are more pressing issues.

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