Far From Service Center

[SASSquatch]

This doesn't negate the fact that you would have to drive pretty far for service, but if you request a pickup at the factory in Normal, you can always do that and then drive the vehicle (on a little mini adventure) back to Florida.

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[moosetags]

This doesn't negate the fact that you would have to drive pretty far for service, but if you request a pickup at the factory in Normal, you can always do that and then drive the vehicle (on a little mini adventure) back to Florida.

As a matter of fact that has been our plan all along. We want to take factory delivery. We will tow our Airstream travel trailer to Illinois with our Silverado Duramax. We have already scoped out a campground about eight miles from the Rivian Factory. We will take delivery of our R1T. We plan to hang out in the area and tour central Illinois in the Rivian for about a week. This will give us an opportunity to check everything out and take her back by the Factory Service Center if necessary.

We will then hook the Airstream to the R1T and SuEllyn will tow tow Airstream back to Florida. I will follow along in the Silverado.

Brian

 

[SASSquatch]

As a matter of fact that has been our plan all along. We want to take factory delivery. We will tow our Airstream travel trailer to Illinois with our Silverado Duramax. We have already scoped out a campground about eight miles from the Rivian Factory. We will take delivery of our R1T. We plan to hang out in the area and tour central Illinois in the Rivian for about a week. This will give us an opportunity to check everything out and take her back by the Factory Service Center if necessary.

We will then hook the Airstream to the R1T and SuEllyn will tow tow Airstream back to Florida. I will follow along in the Silverado.

Brian

That sounds like a great little adventure - exactly what the R1T was designed for. Let us know how it goes, and hopefully you have a good experience at the Factory.

 

[Bigeasy70075]

I think basically Tesla just wasn't this popular and in demand early on. EVs were still quite new then and I bet buyers had concern about being far from a service center instead of near the ubiquitous dealership.

Now people want a Rivian no matter the distance (myself included, read on), and are hoping build and design quality mean they won't grow to resent Rivian or regret their decision after the fifth long haul trip to the SC. Can you imagine the following saga at 400+ miles distance? https://www.rivianforums.com/forum/...ected-vehicle-battery-issue.9477/#post-235875

Last week just after the pineapple express downpours ended I opened a rear window, and it wouldn't come back up. Luckily the service center accepted me that same day, so I didn't have to worry about break-ins, vandalism or weather causing a problem with the open window. I'd hate to have needed to drive or ship the vehicle with the window taped and tarped.

For what it's worth, I will be shipping my Rivian far away in a year or so. I'm terrified. At least I have some time to stress test it first.

I bought a tesla when the nearest service center was 350 miles away. Tesla did a fantastic job of customer service early on and had mobile service that covered pretty much everywhere. My tesla did suffer from a number early adopter issues but mobile service either fixed them in my driveway or would bring a flatbed with a loaner on it and swap it out while they took the car to the service center for repair. Despite the headache of needing repairs, actually made it a confidence building situation.

 

[s4wrxttcs]

To be perfectly blunt its way too early to take delivery of a Rivian without having a service center nearby.

I picked up my Rivian back in the July time period, and during that entire time its never really worked fully.

The biggest issue has been the wait for service.

The local service center is too swamped, and so service appointments are months away.

I have a combination of strange noises that makes my Rivian an advertisement against the company. When people ask me "is that noise normal" I try to tell them that it's not, and I try to scurry away to avoid having a conversation a vehicle that sounds like its 80 years old.

 

[05soxfan]

100% true. They cannot adequately service the 25k or so vehicles they have in service. Early adopter tax to the extreme. I have several issues as well and am told first available appointment is, get this..March 8, 2023. Not a good look.

 

[LeDough]

Hey Brian,

I just wanted to chime in from down the street in Pensacola. We got our R1T in June, LE preordered in Nov 2018. Ours was delivered with several minor issues and has been towed by Rivian to ATL once to correct the issues:

1. Body panel alignment & paint imperfection - fixed at ATL
2. HD Radio not working - fixed via SW update
3. Bluetooth phone audio not working - Not fixed at service center or via SW update

I just received a call from service and they told me Rivian no longer offers complementary towing and it's up to me to get my vehicle 325 mi to the service center to fix the BT audio, even though it was a defect that I reported immediately after delivery.

To make matters worse, I got a cracked window which apparently can only be fixed at a certified "repair center" not the Atlanta or Orlando service centers. Our closest option is Slidell, LA (2.5 hours away). Rivian is insisting that to get my window fixed I have to pay $4k out of pocket then deal with my insurance to get the refund instead of them working directly with FL insurance. I have tried to explain the FL zero cost window replacement policy, they seem to have no desire to work within this policy. I have spoken to both Safelite (nationwide) and Lloyd's Autoglass (regional) have applied to be certified to replace Rivian windshields but neither have been able to start to "certification process."

Bottom Line: We love the truck, it's the most amazing vehicle I have ever driven, but the service situation is currently terrible in our region. The recent decision by the company to stop towing trucks to service centers for things (like anything electrical) they are unable to accomplish with mobile service is unacceptable. The service second-tier manager I spoke to this evening even told me basically I should have expected this as an early adopter. I'm not saying I'm going to give up yet, but the Silverado does seem more sustainable.

V/R,
Dan

 

[crashmtb]

Hey Brian,

I just wanted to chime in from down the street in Pensacola. We got our R1T in June, LE preordered in Nov 2018. Ours was delivered with several minor issues and has been towed by Rivian to ATL once to correct the issues:

1. Body panel alignment & paint imperfection - fixed at ATL
2. HD Radio not working - fixed via SW update
3. Bluetooth phone audio not working - Not fixed at service center or via SW update

I just received a call from service and they told me Rivian no longer offers complementary towing and it's up to me to get my vehicle 325 mi to the service center to fix the BT audio, even though it was a defect that I reported immediately after delivery.

To make matters worse, I got a cracked window which apparently can only be fixed at a certified "repair center" not the Atlanta or Orlando service centers. Our closest option is Slidell, LA (2.5 hours away). Rivian is insisting that to get my window fixed I have to pay $4k out of pocket then deal with my insurance to get the refund instead of them working directly with FL insurance. I have tried to explain the FL zero cost window replacement policy, they seem to have no desire to work within this policy. I have spoken to both Safelite (nationwide) and Lloyd's Autoglass (regional) have applied to be certified to replace Rivian windshields but neither have been able to start to "certification process."

Bottom Line: We love the truck, it's the most amazing vehicle I have ever driven, but the service situation is currently terrible in our region. The recent decision by the company to stop towing trucks to service centers for things (like anything electrical) they are unable to accomplish with mobile service is unacceptable. The service second-tier manager I spoke to this evening even told me basically I should have expected this as an early adopter. I'm not saying I'm going to give up yet, but the Silverado does seem more sustainable.

V/R,
Dan

@moosetags use @LeDough address ?

 

[moosetags]

Hey Brian,

I just wanted to chime in from down the street in Pensacola. We got our R1T in June, LE preordered in Nov 2018. Ours was delivered with several minor issues and has been towed by Rivian to ATL once to correct the issues:

1. Body panel alignment & paint imperfection - fixed at ATL
2. HD Radio not working - fixed via SW update
3. Bluetooth phone audio not working - Not fixed at service center or via SW update

I just received a call from service and they told me Rivian no longer offers complementary towing and it's up to me to get my vehicle 325 mi to the service center to fix the BT audio, even though it was a defect that I reported immediately after delivery.

To make matters worse, I got a cracked window which apparently can only be fixed at a certified "repair center" not the Atlanta or Orlando service centers. Our closest option is Slidell, LA (2.5 hours away). Rivian is insisting that to get my window fixed I have to pay $4k out of pocket then deal with my insurance to get the refund instead of them working directly with FL insurance. I have tried to explain the FL zero cost window replacement policy, they seem to have no desire to work within this policy. I have spoken to both Safelite (nationwide) and Lloyd's Autoglass (regional) have applied to be certified to replace Rivian windshields but neither have been able to start to "certification process."

Bottom Line: We love the truck, it's the most amazing vehicle I have ever driven, but the service situation is currently terrible in our region. The recent decision by the company to stop towing trucks to service centers for things (like anything electrical) they are unable to accomplish with mobile service is unacceptable. The service second-tier manager I spoke to this evening even told me basically I should have expected this as an early adopter. I'm not saying I'm going to give up yet, but the Silverado does seem more sustainable.

V/R,
Dan

Hi Dan. Thank you for sharing your Rivan experience. When it is all said and done, we are probably fortunate that we do not yet have our R1T. Being so far from a Service Center may be asking for trouble. I guess I thought that Rivian had their stuff together sufficiently to deliver a usable vehicle. We travel with our Airstream extensively and do not need an undependible tow vehicle.

The way that Rivian is going, it could easily be five years or more before they have a Service Center anywhere in or near the Florida Panhandle. I am also very disappointed that Rivian told you that you should have expected these problems as an early adopter.

I have not yet written Rivian off, but if the EV Silverado becomes readily available before I get my R1T, I may go that way.

By the way, today is the fourth anniversary of my Rivian pre-order.

Brian

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