Do not queue yourself at South SF Service Center

[PowerBugs]

If your service area is in South San Francisco, the current wait to get appointments right now is weeks to a month or maybe more. So if you end up talking an appointment, save yourself by not scheduling a week before holidays or trips your planning to take your truck. My current work estimate right now is about a week and a half for just minor stuff. It’s been a week now and my truck hasn’t moved and I only got a call today to approve the work order. I asked if why it take so long for them to work for even just minor work orders and they said your truck will be put on queue once it’s dropped off. So no Halloween ? with my R1T.
By minor stuff I mean:
1.Tailgate cable needs tightening since one side has a little slack the the other.
2.Chargeport door sometimes doesn’t close after an overnight scheduled charge. You can close it once you wake/turn on vehicle or just unplug and plug back in the charger then unplug again, then the chargeport door will close.
3. This was added-they said they will check on a recall on my half shaft (?)
4. I end up ordering some wiper blades for future replacement because they said I can’t use aftermarket replacements.
5. While my truck is in the service center, I asked them to replace my cabin filter.
So minor stuff can add up but no reason to wait a week to work on.

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[Killer95Stang]

Service times are still a problem at this point. In my case I had two pretty decent loaners, one being a new Mercedez SUV and an R1T. Besides the power and not being an electric car, the Mercedez was pretty nice to drive. The R1T let us experience how the Rivian should be driven and helped us learn a lot about the capabilities of the vehicle, without worrying about damaging our new R1S. Sometimes, positives come out of negatives. Thankfully after our most recent service, to solve issues present at delivery, it has been trouble free ever since.

On the items above.
2. Charge port will not open or close when vehicle is locked or asleep. So after you pull the charger plug and you don't have a phone, key fob or card to wake the vehicle, you cannot close it. I have had an instance where the port will close itself after being opened and no cord connected, but I have no clue how long that time period is.
4. Use what ever wiper blade you want. Rivian will never tell you to use anything that doesn't have their name on it.
5. Cabin filter is also pretty easy, but availability outside of getting it from Rivian can be a pain. Once you've done it once, I'm think 2 - 3 minute job at the most.

 

[R1Tkc]

Two weeks at an SC in socal and the truck hasn’t been touched. I’ve also called several times to have the truck charged and that’s also been ignored.

 

[NY_Rob]

You can get and use aftermarket wiper blades and cabin air filters... just saying.

 

[SDH]

When i booked in summer to get a hood alignment and pick up my spare, it was a 2 month wait (at San Jose). When i got there, i was shocked by how rammed the lot was (and not with new cars waiting for delivery).

To be fair to Rivian, their process of handing me an Enterprise Rental was slick and when I got to Enterprise I asked the rep if they get much business from the SC and he said "every day". I also got to enjoy a 5.2L Ram 1500 which was an immensely comfortable ride.

I think Rivian need to put a bit more emphasis on QC leaving the factory.

 

[ImAI]

1.Tailgate cable needs tightening since one side has a little slack the the other.

I have a bit of slack in the cable on the driver's side and was told it is up-to-specs.
It doesn't bother me really.

 

[Mathme]

That's my biggest concern about Rivian....Drop the truck off for service only to have it sit for a weeks before it's even looked at. That can't be a realistic business model. I don't know any other manufacturer who takes in your vehicle then it sits around for days not being touched.

As I like to say, that's like having a dentist appointment for Monday Morning, but they can't see you and you have to wait un their lobby until they can see you on Friday.

 

[SparkyR1t]

When i booked in summer to get a hood alignment and pick up my spare, it was a 2 month wait (at San Jose). When i got there, i was shocked by how rammed the lot was (and not with new cars waiting for delivery).

To be fair to Rivian, their process of handing me an Enterprise Rental was slick and when I got to Enterprise I asked the rep if they get much business from the SC and he said "every day". I also got to enjoy a 5.2L Ram 1500 which was an immensely comfortable ride.

I think Rivian need to put a bit more emphasis on QC leaving the factory.

Rivian is not listening. Owners are being very upfront in that we do not want loaners so service can keep our Rivian for long periods of time sitting outdoors untouched as they are not able to properly schedule repairs. We want Rivian to catch issues on the factory floor and schedule service for minimum time in the shop. We are going backwards in customer service and the old slogan Service Sells is still very viable And I’d doing damage to the Rivian brand.

 

[PowerBugs]

Got an update today, they’re looking another week or two to get my truck get at the front of the queue.

You can get and use aftermarket wiper blades and cabin air filters... just saying.

About the wipers and the cabin filters, I just want them while the vehicle is in service. I didn’t schedule myself just for that. Had this appointment 2 months ago initially for the tailgate cable slack and wheel balance but I canceled the latter hoping it will make things get done quicker. (Wrong)
Also, I was told wipers only cost $30 so why not.

 

[Rgrin]

My R1S died and had to be towed to South SF as an "emergency" event. It's now been sitting there for a week, untouched. After multiple calls where I was told I would get call-backs that never materialized, I finally pushed my way through to somebody at the SC. He said they were backed up to the tune of 2 to 3 weeks, but would get to it "as soon as possible", and in the meantime look for a loaner as we were planning a road-trip around Thanksgiving.

It's a new company, with brand new vehicles, so quality issues were to be expected. And a year in (on the R1S), it is no surprise that a lot of infant mortality issues are cropping up. Let's hope they can continue to open and staff more SC (eg the one on Fell St in SF is still in progress), while improving QC, before they hit the "death cross".

 

[PowerBugs]

My R1S died and had to be towed to South SF as an "emergency" event. It's now been sitting there for a week, untouched. After multiple calls where I was told I would get call-backs that never materialized, I finally pushed my way through to somebody at the SC. He said they were backed up to the tune of 2 to 3 weeks, but would get to it "as soon as possible", and in the meantime look for a loaner as we were planning a road-trip around Thanksgiving.

It's a new company, with brand new vehicles, so quality issues were to be expected. And a year in (on the R1S), it is no surprise that a lot of infant mortality issues are cropping up. Let's hope they can continue to open and staff more SC (eg the one on Fell St in SF is still in progress), while improving QC, before they hit the "death cross".

Sorry to hear about your R1S.
Did you get a nice loaner somehow?
The enterprise I was sent to didn’t have much. There was a midsize Mercedes SUV I think but I don’t want to pay for gas anymore so I end up with an electric Kia. It was decent.

 

[foxerson]

The service center experience has definitely been the major drawback in an otherwise positive ownership experience. Three data points:
1. Tire rotation appointment scheduled in June. A rep called me beforehand to say that most repairs were taking 2 weeks but that they could probably get the tire rotation done in a few days. I laughed, canceled the appointment and got it done elsewhere.
2. Experienced a fast-charging problem in July. Next available appointment was in October. Ended up using this for a windshield replacement and defective plastic rocker panel cover. The charging problem cleared up on its own.
3. Frunk would not close automatically after the windshield replacement. Next available appointment was in January. I asked about mobile service instead and was able to get on the schedule for yesterday.

It seems to me that Rivian is making matters worse by not enabling independent shops and DIY mechanics. Safelite and numerous local shops would be perfectly capable of replacing windshields. I could have easily bolted in the plastic rocker panel that needed to be replaced on my vehicle and returned the defective one. I'm sure there are many more examples of work that any competent mechanic could handle without the need for extensive Rivian technical training. Why not offload all that to free up service centers for the stuff that actually requires Rivian-specific skills?

 

[goldburger]

Two weeks at an SC in socal and the truck hasn’t been touched. I’ve also called several times to have the truck charged and that’s also been ignored.

Two weeks at El Segundo as well! They like to turn gear guard off but I like it back on to see what goes on when I pick up my truck eventually.

 

[R1Tkc]

Two weeks at El Segundo as well! They like to turn gear guard off but I like it back on to see what goes on when I pick up my truck eventually.

Also at El Segundo! Goodness hopefully we’ll have our trucks back soon. Maybe I’m missing something here, but I really don’t get them wanting us to bring our cars in when they don’t have the bandwidth for it.

isn’t it way more trouble/expense to give us a rental for a month+?

 

[Chewy734]

Mine’s 2 weeks in El Segundo as well. Still hasn’t been touched. ?

I did text my SA this morning to ask for an update, but I haven’t heard back yet.

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