Escalating Service?

[Pacblue22]

Question, I submitted a service ticket for a TCM (likely replacement) and got scheduled for August 30th. Not happy about that long of a wait. Anyone have any experience escalating or attempting to get an earlier appointment? I get I need to wait like everyone else, but it seems like 10 weeks is a bit extreme for losing a significant amount of functionality...Do folks know if Rivian users some sort of scale for priority? Like is a panel alignment schedule before a dead vehicle or GPS failure?

Anyway, not a happy customer at this point.

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[azbill]

I waited 7 weeks for a service appointment, dropped the truck off last Wed, and it is still there. Drove by the Phoenix service center today, the parking lot is full of trucks needing service, some new trucks for delivery and several Amazon vans parked along the street. I talked to Rivian Service via phone the other day, but no one from Phoenix has called me back.

To be honest, dealerships have much better service than Rivian. People may not like the sales transaction at dealers, but that only happens once, service will be needed as long as you own your vehicle. And with dealers, you have multiple choices as to where to take the vehicle.

Needless to say, I am not impressed, and will not be able to use my truck over the holiday weekend.

 

[Mathme]

Service is slow everywhere. When I took my old Audi in, it was about 6 weeks to schedule. The service writer said they can’t get enough techs to work on cars.

 

[Sevn86]

I picked up my Rivian with multiple issues and was told at delivery that service schedules are pretty quick here locally. Per their request I submitted my ticket for all the issues the same evening. Days went by and I didn’t hear from anyone. So I called and they finally opened the ticket. Then they went silent again. I called back and they said they needed pictures of the issues to schedule it. I submitted them and was told the first available appointment date is August 2nd. Really?! Why am I constantly having to follow up? This whole process seems very broken. ??‍

 

[sudhirreddym]

My service experience at Brooklyn SC has been spotless, they towed in and back, gave me a full size ICE SUV as rental etc. and customer service was very accommodating, they moved me from Boston to Brooklyn, literally followed me along the road trip. This was for a CV boot rip.

 

[Lpotter86]

My truck has been in for 16 days for inability to fast charge. Truck hasn’t moved in the lot and there has been zero communication from the SC. I’ve asked via chat for SC to call with an update. Silence.
Being end of the quarter they’ve probably moved service staff to the factory to help get cars shipped to pump up the quarterly numbers. Thats what we did at Tesla. Last month of a quarter and they’d start request techs the factory.

 

[Dark-Fx]

My truck has been in for 16 days for inability to fast charge. Truck hasn’t moved in the lot and there has been zero communication from the SC. I’ve asked via chat for SC to call with an update. Silence.
Being end of the quarter they’ve probably moved service staff to the factory to help get cars shipped to pump up the quarterly numbers. Thats what we did at Tesla. Last month of a quarter and they’d start request techs the factory.

Madison Heights has been having growing pains since the move from the plymouth facility. It's pretty obvious that they don't have enough techs because my truck was in service for 45 days there, just picked it up this morning. Tech that went on my original ride-along quit and my truck ended up falling through the cracks. They have a couple people up from the Houston SC right now to try to play catch-up but they likely have a long way to go, their lot is 100% packed.

 

[defcon888]

Question, I submitted a service ticket for a TCM (likely replacement) and got scheduled for August 30th. Not happy about that long of a wait. Anyone have any experience escalating or attempting to get an earlier appointment? I get I need to wait like everyone else, but it seems like 10 weeks is a bit extreme for losing a significant amount of functionality...Do folks know if Rivian users some sort of scale for priority? Like is a panel alignment schedule before a dead vehicle or GPS failure?

Anyway, not a happy customer at this point.

We just got our truck back on Tuesday after being at the service center (Sacramento) for over 3 weeks. We were having a headlight system not working issue. They couldn't figure it out so they flew in the specialist for that particular issue from Rivian. They were able to fix it within a few days. We have had our R1T since May 3rd and it has been in service 2 times (both for the headlight issue).

The best thing to do is just rattle their cage a little. Explain that you aren't happy and you spent good money on a vehicle that isn't functioning properly. My wife was on the phone with them 3 or 4 times and they got to it quickly.....in fact, they drove to our house (45 miles from the SC), picked up our R1T, and left a loaner R1T for us. Escalate it to the manager of the service center.

As the old adage goes "The squeaky wheel gets the grease".

 

[azbill]

I finally got a text today from the Phoenix service center, telling me mid to late next week for my truck to be finished. I guess those end of Q2 deliveries got priority.

 

[Electrified Outdoors]

I'm sure Rivian has a way to prioritize. Mostly likely vehicles completely broken down get priority. As far as all other issues hard to say. I have over a two month wait to correct steering wheel off to left on my R1T.

 

[Jay565]

El Segundo has been amazing. Always got a loaner and they always had someone I could communicate with.

 

[defcon888]

I'm sure Rivian has a way to prioritize. Mostly likely vehicles completely broken down get priority. As far as all other issues hard to say. I have over a two month wait to correct steering wheel off to left on my R1T.

I agree. Our "headlight system not working" popped up. Yes, we could drive during the day without issue, but made the truck useless at night. So, we took it to the SC and it took them 3 weeks to fix it, but they did. If it was some other minor issue.....we would be waiting to take it in.

 

[tcole]

I took delivery of my R1T on June 7th. The first week I noticed a bunch of fit and finish issues, including a broke real backup light. The soonest the Sacramento SC could get me in was late July, but I had a conflict so took an appointment the first week of August.

Then about a week later we had a fun time with the AC not blowing cold air at all when the outside temp was over 85F. When I called about that, they found an earlier appointment because the AC issue was more important than the fit and finish issues. They had me setup for July 7th. Then earlier this week the Sacramento SC called me to say they had some extra openings and could get me in earlier. I dropped it off Wednesday. Picking it up tomorrow.

So yeah, it does seem they prioritize things. And in my case I even got bumped earlier than originally planned.

 

[defcon888]

I took delivery of my R1T on June 7th. The first week I noticed a bunch of fit and finish issues, including a broke real backup light. The soonest the Sacramento SC could get me in was late July, but I had a conflict so took an appointment the first week of August.

Then about a week later we had a fun time with the AC not blowing cold air at all when the outside temp was over 85F. When I called about that, they found an earlier appointment because the AC issue was more important than the fit and finish issues. They had me setup for July 7th. Then earlier this week the Sacramento SC called me to say they had some extra openings and could get me in earlier. I dropped it off Wednesday. Picking it up tomorrow.

So yeah, it does seem they prioritize things. And in my case I even got bumped earlier than originally planned.

Sacramento SC is amazing. As I mentioned in my comment above, we had a headlight issue.....they came out and dropped off an R1T and took ours. Delivered it back 3 weeks later. Awesome service

 

[tcole]

Sacramento SC is amazing. As I mentioned in my comment above, we had a headlight issue.....they came out and dropped off an R1T and took ours. Delivered it back 3 weeks later. Awesome service

Yeah they've been great to me too. Unfortunately I'm in Tahoe so I think well outside what they might pickup and drop off. They do have mobile service that comes around here, but only once a month.

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