Escalating service request? Advice Please!!

[vlocci]

Advice desperately needed!

Yesterday my 2025 dual R1T died, showing a critical battery issue after charging all night. 11k miles and sadly it has been in for service several times for various problems over the last 10 months. It is now randomly flashing lights and has a burning smell coming from below. I can hear the HV contactor opening and closing every 2-3 seconds.

My dilemma:
-I’m on day two of vacation with the family on an island off the coast of Massachusetts. Getting here requires a ferry reservation made months ago. My truck is loaded with our bags, groceries and dog kennel (thankfully the dog is out of the truck) and the vehicle is hopelessly locked. Door handles are extended but doors won't unlock. We are stuck, with no clothes no food etc

-we are in a very remote part of the island, where a car is a necessity. Nearest grocery store is 15 miles away. There is no uber that will pick us up here.

Rivian is trying to get the car towed away but are understandably having logistic issues between the ferry and the location. They were supposed to pick the car up today but just confirmed that is not going to happen. They say it be several days before they can remove the dead vehicle. Vacation will be over by then and I'm sure folks will not love having a vehicle sitting in their driveway awaiting a tow while randomly making noise and smelling like it is going to burn down.

After describing the symptoms the latest service advisor asked if the vehicle was near anything flammable. That was confidence inspiring!

Bigger issue is getting me a loaner/rental. Rivian booked an Avis rental for me yesterday (there is no Enterprise here, which I'm told is their preferred partner) which was very expensive. (7,200.00 per the confirm that Rivian emailed me). Absurd yes, but this is literally the only available vehicle for a week rental that was not booked months in advance. After talking the local police officer into driving me to Avis, Rivian abruptly cancelled the reservation as we were pulling up. I've used up my good karma.

Per a call with service a moment ago, Rivian is now asking me to book and pay for my own rental ($8,000+ as I'm not on the Rivian preferred rate) and said they MAY reimburse me in 60-90 days. When pushed, he also confirmed that they MAY NOT reimburse but could not articulate why. Great customer service!

So here I sit with:
-no luggage (trapped in the locked car) on day 2 of vacation and 15 miles from a grocery store to feed my hangry kids. I'm about to peddle my 13 year old's bike 15 miles to town to at least get some groceries and dog food. The cooler of milk and cheese in the gear tunnel is likely starting to smell pretty ripe by now.
-No rental of any kind from Rivian and another "we will try to call you today or tomorrow with a solution"
-a dead vehicle that is clearly shorting our and smells like burning circuit boards parked next to a wooden house
-no idea when a tow may happen.
-a vacation that ends next week, where I somehow have to get my family home via ferry.

My "adventure vehicle" is certainly turning out to be an adventure!


So the question is:
How do I escalate things with service? The advisors have been pleasant, and I appreciate that this is a logistic headache, but I'm effectively retelling the same story every time that I call and get a different person.

How do I get to someone with actual decision making authority? Is there a super secret number or am I doomed to being stuck in the same groundhog day scenario?

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[socaladam]

That’s horrible. I’m sorry to hear about your experience.

Id get the rental and lawyer up. You’re still under warranty for the battery so Rivian needs to make it right.

Maybe you can get a locksmith to get the doors open to get your stuff? I’d also consider finding a way to get somewhere you can find a reasonable rental.

unfortunately, it would appear your vacation is done

 

[COdogman]

Man, that really stinks. I’m sorry this is happening during your vacation.

It sounds like whatever the issue with your Rivian is, it will end up being a warranty repair, so that is the good news. The bad news is that you are in a tough place to retrieve the vehicle, which is not their fault or yours. That will happen, and they will get it fixed.

The bigger problem it seems is getting you and your stuff off the island without spending a mint to do so. I understand the frustrations with the rental situation, but you also need to remember that Rivian does not HAVE to get you a rental at all (see Rivian service terms). They understandably don’t want to pay $7k+ for a rental any more than you do.

If you have a friend or family member who is not on the trip with you, I would maybe ask Rivian if they would secure a rental from a location near that person, then ask them to drive that rental to you, pack everyone/ everything up and leave your Rivian there until they can pick it up. Maybe a locksmith can help you get inside to get your stuff?

Just brainstorming, but I hope you can get it figured out ASAP.

 

[vlocci]

Thanks for the kind words from you both.

Biggest issue is even if I get a rental off-island I need to get it here. This requires a ferry reservation and the next available is a week or two away.

Uuugh!

While typing the vehicle continues to go through it endless reboot cycle of flashing lights and screen coming and going. It continues to stink like burning rubber, so I've preemptively called the local (volunteer) fire department to see if they can be at the ready.

No shortage of local tow companies that are willing to haul this to their local lot (while Rivian sorts how to get it to Boston) but Rivian is refusing to authorize this for some reason and asked that I don't do this. I would feel infinitely more comfortable with this solution rather than a short circuiting vehicle parked next to a cedar shingled house and will likely wind up going this route.

Off for a 30 mile roundtrip bike ride to get groceries for the fam.

What an abysmal failure of customer service. Hopefully someone at Rivian can step in and save the day.

 

[Hauser37]

HORRIBLE. Any chance can get a mobile guy to at least open the car? is it the 12v or normal battery?

 

[onesoil]

Advice desperately needed!

Yesterday my 2025 dual R1T died, showing a critical battery issue after charging all night. 11k miles and sadly it has been in for service several times for various problems over the last 10 months. It is now randomly flashing lights and has a burning smell coming from below. I can hear the HV contactor opening and closing every 2-3 seconds.

My dilemma:
-I’m on day two of vacation with the family on an island off the coast of Massachusetts. Getting here requires a ferry reservation made months ago. My truck is loaded with our bags, groceries and dog kennel (thankfully the dog is out of the truck) and the vehicle is hopelessly locked. Door handles are extended but doors won't unlock. We are stuck, with no clothes no food etc

-we are in a very remote part of the island, where a car is a necessity. Nearest grocery store is 15 miles away. There is no uber that will pick us up here.

Rivian is trying to get the car towed away but are understandably having logistic issues between the ferry and the location. They were supposed to pick the car up today but just confirmed that is not going to happen. They say it be several days before they can remove the dead vehicle. Vacation will be over by then and I'm sure folks will not love having a vehicle sitting in their driveway awaiting a tow while randomly making noise and smelling like it is going to burn down.

After describing the symptoms the latest service advisor asked if the vehicle was near anything flammable. That was confidence inspiring!

Bigger issue is getting me a loaner/rental. Rivian booked an Avis rental for me yesterday (there is no Enterprise here, which I'm told is their preferred partner) which was very expensive. (7,200.00 per the confirm that Rivian emailed me). Absurd yes, but this is literally the only available vehicle for a week rental that was not booked months in advance. After talking the local police officer into driving me to Avis, Rivian abruptly cancelled the reservation as we were pulling up. I've used up my good karma.

Per a call with service a moment ago, Rivian is now asking me to book and pay for my own rental ($8,000+ as I'm not on the Rivian preferred rate) and said they MAY reimburse me in 60-90 days. When pushed, he also confirmed that they MAY NOT reimburse but could not articulate why. Great customer service!

So here I sit with:
-no luggage (trapped in the locked car) on day 2 of vacation and 15 miles from a grocery store to feed my hangry kids. I'm about to peddle my 13 year old's bike 15 miles to town to at least get some groceries and dog food. The cooler of milk and cheese in the gear tunnel is likely starting to smell pretty ripe by now.
-No rental of any kind from Rivian and another "we will try to call you today or tomorrow with a solution"
-a dead vehicle that is clearly shorting our and smells like burning circuit boards parked next to a wooden house
-no idea when a tow may happen.
-a vacation that ends next week, where I somehow have to get my family home via ferry.

My "adventure vehicle" is certainly turning out to be an adventure!


So the question is:
How do I escalate things with service? The advisors have been pleasant, and I appreciate that this is a logistic headache, but I'm effectively retelling the same story every time that I call and get a different person.

How do I get to someone with actual decision making authority? Is there a super secret number or am I doomed to being stuck in the same groundhog day scenario?

Wow You are in quite a pickle! I commend you for remaining calm and articulate in what sounds like a very nightmarish scenario. While I have felt helpless at times dealing with what are shaping up to be fairly unreliable Rivians (we have four, two of which have had a lot more issues than the two newer ones), I have fortunately never been left stranded

I'm DM'ing you a lead for escalation that might be helpful. Best of luck, and I really hope you, your family, and your possessions all make it safe and sound through this "adventure."

Good luck!

 

[Mellowyellow]

This sounds like the perfect storm. I'm sorry; this is awful.

 

[SwampNut]

So the question is:
How do I escalate things with service? The advisors have been pleasant, and I appreciate that this is a logistic headache, but I'm effectively retelling the same story every time that I call and get a different person.

A few months ago I had an issue that was handled poorly, and I was not getting results through normal channels. I was on a trip and had to be towed over 100 miles to a SC, but they screwed up everything. I said this: I understand the limits of what you can do, and I don't fault you, but I think this needs to be escalated to a manager or other person who can escalate the problem and get me answers right away. Can you please do that, and have someone call me within the hour to discuss a solution? Again, not a complaint against you but against the system and how this making my day really problematic.

I got a fantastic person within the hour, who had a title like expediter something, I think. She called me multiple times in 24 hours and had my truck fixed in less than 12 hours. The only thing I was out in dollars was one night in a hotel.

 

[Donald Stanfield]

Wow, talk about the perfect storm of factors to make a complicated repair. I'm not sure I could engineer a situation much more inconvenient. Given the circumstances, there doesn't seem to be any straightforward fix. If the ferry took a month lead time to get a reservation, I can see how that would not be easy to expedite.

Usually, when I deal with frustrating situations, I ask for a single point of contact to help me through it. This isn't exclusive to Rivian, but I've found this strategy to be effective, assuming the person who gets assigned to you is competent.

 

[onesoil]

Wow, talk about the perfect storm of factors to make a complicated repair. I'm not sure I could engineer a situation much more inconvenient. Given the circumstances, there doesn't seem to be any straightforward fix. If the ferry took a month lead time to get a reservation, I can see how that would not be easy to expedite.

Usually, when I deal with frustrating situations, I ask for a single point of contact to help me through it. This isn't exclusive to Rivian, but I've found this strategy to be effective, assuming the person who gets assigned to you is competent.

Agreed—I'm not really sure how they can resolve this one. I did share a direct contact that can hopefully take ownership and help sort the OP sort out the various challenging factors in this situation (as the service manager for this territory's SC, he should be in as good a position as any to help). Hopefully they will at least get them a loaner and/or rental ASAP (which may require getting to the mainland on foot, I guess?).

I do wonder if ferries reserve any capacity for "non-medical emergencies" or some such thing? Or maybe they have some other capacity for commercial purposes? I just can't imagine the island could function with such long wait times for ferries.

 

[SwampNut]

I do wonder if ferries reserve any capacity for "non-medical emergencies" or some such thing?

I have a friend who used to be the harbormaster in Port Friday harbor. He said yes, they do on his island, and you need to find someone you can plead your case to. Or have Rivian do it.

 

[Dark-Fx]

Pop the frunk and disconnect the 12V batteries. There's a procedure to get access through the driver's side wheelwell that's described in the owner's guide.


If the fire department comes out, they're probably going to cut your cut loop.

https://assets.rivian.com/2md5qhoea...8c14232ab81da10c40/r1t-erg-en-us-20240610.pdf

 

[ebellinder2]

Thanks for the kind words from you both.

Biggest issue is even if I get a rental off-island I need to get it here. This requires a ferry reservation and the next available is a week or two away.

Uuugh!

While typing the vehicle continues to go through it endless reboot cycle of flashing lights and screen coming and going. It continues to stink like burning rubber, so I've preemptively called the local (volunteer) fire department to see if they can be at the ready.

No shortage of local tow companies that are willing to haul this to their local lot (while Rivian sorts how to get it to Boston) but Rivian is refusing to authorize this for some reason and asked that I don't do this. I would feel infinitely more comfortable with this solution rather than a short circuiting vehicle parked next to a cedar shingled house and will likely wind up going this route.

Off for a 30 mile roundtrip bike ride to get groceries for the fam.

What an abysmal failure of customer service. Hopefully someone at Rivian can step in and save the day.

I might open the fire department link under the cowl drivers side that disconnects the HV battery and then remove the negative terminals on the 12 volt battery(s) that then completely removes all electrical power to the vehicle to prevent a fire.

 

[Tim-in-CA]

If the vehicle is making a burning smell, they may not want to take it on the Ferry. Disconnect 12V to see if that helps eliminate the constant rebooting and contactor engagement. This totally sucks and Rivian needs to make it right.

 

[vlocci]

All,

First off thanks for so many suggestions and for some DM's.

Been a hectic day with a highlight of riding a kids bike 12 miles (I'm 6'4" so this is a sight to see) to get to a car rental agency only to be turned away as Rivian refused to pick up the rental Expense (after booking it for me!)

Many many phone calls riddled with misinformation as one hand was not talking to the other and I’m now in a loaner ford. Took 2 hours of calls to make that happen but I’m grateful Rivian ultimately stepped up

As to the vehicle, it seems like the earliest they can tow. It may be September 6. I’ve since found an option that can get it to the service center quicker using a local tow company and I’m awaiting Rivian‘s approval.

Perfect storm is a good way of describing this debacle, especially as we’re seeing the remnants of hurricane erin just coming through

For now, I’m grateful to at least have a rental car

As expected, I’ve lost some additional confidence in the vehicle and I’m seriously considering going the lemon law route given I’m still within the window for Massachusetts. If anyone has successfully navigated that in Massachusetts, I’d love to talk to them.

Back to waiting for a local locksmith who thinks he may be able to at least get a window or door open so we can get our stuff out

The goal of most parents seems to be unforgettable family vacations, and I’ve clearly ticked the box with this one

Many thanks for the support and the kind words from all of you. I do hope this gets resolved quickly and I’ll gladly provide an update.

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