Emergency Call Button calls Rivian (not 911)?

[Ladiver]

When did the emergency call button get updated to call Rivian and not 911?

I have used it previously to report an accident and was connected directly to 911.

Yesterday, I used it to report a car fire and the nice gentleman on the other end of the line, identified himself as being from Rivian and acknowledged that I had been in an accident! NO! I had pressed the button thinking that was faster than picking up my phone and dialing 911.

Sorry Rivian, you may want to control everything about the car, but I don’t trust you enough to handle an emergency call. You are not OnStar!

Why add another step when seconds count?

Sponsored

 

[DuoRivian]

It is a button in their vehicle, it is to give you access to Rivian and they take next steps. If you are so concerned use your phone.

 

[COdogman]

I actually always thought it went to Rivian???‍ (haven’t used it yet)

 

[Dark-Fx]

Don't recall it ever going straight to 911. Maybe if the call center is having issues it does?

 

[Ladiver]

Maybe the feature wasn’t ready to go when I used it the first time. I have a very early delivery and lots has changed since then.

Now that I know it doesn’t go to emergency services, I am more like to press it! ?. I actually enjoyed talking to onstar advisors at 2 or 3 in the morning while driving alone. It’s a great way to stay awake.

in an actual emergency, I will dial 911.

 

[Electrified Outdoors]

I always thought it went to emergency roadside assistance at Rivian.

 

[UnsungZero_OldTimeAdMan]

It's just like the GM OnStar or equivalent of any other manufacturer. It goes to a call center operated by or contracted by the manufacturer. The call center operator then assist you with next steps. None of them go directly too 911. Imagine how inundated those police/emergency dispatches would get if it did go directly to them. So, if it's dire life/death situation and you're able to operate a phone, by all means call 911 yourself.

 

[DoubleTake]

I remember when I got into an accident in my XC90, by the time I realized I got tboned I heard a lady talking to me via the speakers that help was on the way. It was crazy

 

[SwampNut]

When did the emergency call button get updated to call Rivian and not 911?

Right from the beginning. Same with the satellite emergency services on an iPhone's satellite connection, a SPOT or InReach communicator, etc etc. The 911 PSAPs are not ready to deal with these services, at all.

Another reminder that people need to read the damn owner's manual.

Source: I've been in charge of designing and writing the 911 handling software for my company. Feel free to ask me anything...

 

[Ladiver]

@SwampNut i totally understand and agree that PSAP isn’t setup for in-car emergency calls. I just found it odd that the first time I used it (a few years ago) that it did connect me to 911. After that, I assumed it was just a shortcut linked to the phone via bluetooth.

 

[SwampNut]

That would be odd, and I wonder how you're sure that it was actually a local, real 911 operator?

Also this...

Why add another step when seconds count?

I've listened to hundreds of 911 calls and sat in traffic/dispatch centers. I'm not sure that how you perceive this problem is accurate. Seconds don't necessarily count; we tend to exaggerate urgency. And on the other hand, I've seen things go very wrong with calls where it didn't get to the right place/department, or the operator could not figure out a location. The contracted center may be much faster at the specific thing they do. I don't believe there's necessarily one right/wrong.

 

[Ladiver]

The first time I called, they identified themselves as 911 and emergency services were dispatched without me being transferred.

This time, the call was answered by Rivian, then transferred to the PSAP. It was minority annoying having to repeat myself what was needed.

I also agree with you that a large number of calls to a PSAP need lots of clarification and classification.

 

[NovemberBravo]

As far as I know, these automotive SOS systems are intended to connect to the manufacturer or their designated call center, rather than 9-1-1. It must've just been that Rivian is not a legacy automaker.

Having a live agent from the automaker also makes it so 9-1-1 is properly informed of GPS location rather than trying to pinpoint/triangulate cell signal.
Also, a lot of the automatic 9-1-1 calling systems come across as robocalls or spam, so having a live agent speak for you, should you be incapacitated, further facilitates rescue if it is an emergency.

 

[SwampNut]

Also, a lot of the automatic 9-1-1 calling systems come across as robocalls or spam

No, they do not.

 

[NovemberBravo]

No, they do not.

The Apple fall detection/crash notification with automated voice messages, for example, has been perceived as spam/robocall in the past or like a robocall. The false positives of the system don't help either. I'm not saying they get hung up on, but the automated messages have caused problems in their own right.

Sponsored