Attesan997
Well-Known Member
- Thread starter
- #1
First note, mod feel free to move this if its not in the right area.
I've had my first service with Rivian at the Brooklyn Service center and it was an interesting experience. First let me say the employees I interacted with were all very kind in person and on the phone. The TLDR early for the folks who want to save some time, no major issues just a bit messy in terms of process and required a bit of follow up on my side... so the quintessential Rivian experience (at least mine).
My appointment was set for the Wednesday after Labor Day but I'd had a conflict come up so I'd asked if I could drop off the day prior. Got the OK from the Rivian service line that Tuesday morning in a terrible rain. Made it there in one piece but realize when I get there I'm not just dropping my keycard in a box and leaving my truck without at least making sure someone knows its there. And we come to the first issue, there's no way to directly contact each service center and based off of feedback from my advisor that may change soon. So I had to call the main service line to wait while they essentially called a few extensions looking for someone inside the building I was standing in front of to pick up the phone. After about 10 minutes someone came to the door, later I would learn that if I just ring the keypad someone will eventually come to open the door. Which thinking about it now isn't all that much better.
I meet my advisor and we begin the intake process, we do a walk around and test drive where he tells me that suspension squeak I'd referenced in other posts is within spec. Others here have since suggest there may be more on that soon. But the second issue I came across is its hard to demonstrate some issues, especially those that require a bit of speed, in stop and go traffic at speeds no higher than 15 - 20 mph. That suspension squeak I mentioned is near silent on city streets at slow to low speeds. I had a bit of hood flutter at higher speeds, I know some is normal but I think if its enough to draw my attention away from the road its a bit much. Well I'd later learn that besides a check in the shop service would just mark it as unable to replicate because in Brooklyn you're only going highway speeds 30 mins of traffic away on the way out. Somewhat a first world problem but still I'm not sure why Rivian would've picked an expensive location like Williamsburg for a service center when service wouldn't be able to replicate issues some people may come in with.
This is getting a bit long, unfortunately y'all are stuck with a terrible writer, so I'll try to wrap this up.
My initial estimate for when I was picking up the vehicle was last Friday. I wasn't really expecting Friday given my experience with Rivian so far but fine Friday it is. Well a call on Friday brings me to a third issue, the front camera that they ordered was being shipped by UPS and hadn't arrived. They hoped it would be in Friday but UPS has been running late recently. I laughed aloud during Kyle's (from OOS) video where he said his service center ordered parts prior to dropping the truck off. My service advisor on delivery day was the one to point out how bad the front camera looked "Worst one I've ever seen" were her words and she called to create a ticket. It ended up that water had gotten into it at some point during the build. I'm not sure who tests these things or maybe it was fine at that test but the front camera was nearly unusable. I couldn't make out the rear license plate of a car less than 2 ft away. Anyway the install and calibration starts on Monday and after Friday I never called again and figured they'd reach out when done. Which brings us to yesterday (Wednesday) where the truck was finished and I was able to pick up.
One last thing I'll count as a wash because I can't tell if it was like this before. The passenger door was tricky to close at pickup, applying the same force on both doors and the driver's door closed with the solid thud. The passenger door get close but not completely closed. Maybe it was always like this and I just never noticed it, maybe it was because the truck wasn't sitting level during the pickup inspection so it made it easier to spot. In any event they were able to adjust it after about 30 minutes of waiting so I got to enjoy a lovely traffic filled ride back out of Brooklyn.
So things to be improved:
I've had my first service with Rivian at the Brooklyn Service center and it was an interesting experience. First let me say the employees I interacted with were all very kind in person and on the phone. The TLDR early for the folks who want to save some time, no major issues just a bit messy in terms of process and required a bit of follow up on my side... so the quintessential Rivian experience (at least mine).
My appointment was set for the Wednesday after Labor Day but I'd had a conflict come up so I'd asked if I could drop off the day prior. Got the OK from the Rivian service line that Tuesday morning in a terrible rain. Made it there in one piece but realize when I get there I'm not just dropping my keycard in a box and leaving my truck without at least making sure someone knows its there. And we come to the first issue, there's no way to directly contact each service center and based off of feedback from my advisor that may change soon. So I had to call the main service line to wait while they essentially called a few extensions looking for someone inside the building I was standing in front of to pick up the phone. After about 10 minutes someone came to the door, later I would learn that if I just ring the keypad someone will eventually come to open the door. Which thinking about it now isn't all that much better.
I meet my advisor and we begin the intake process, we do a walk around and test drive where he tells me that suspension squeak I'd referenced in other posts is within spec. Others here have since suggest there may be more on that soon. But the second issue I came across is its hard to demonstrate some issues, especially those that require a bit of speed, in stop and go traffic at speeds no higher than 15 - 20 mph. That suspension squeak I mentioned is near silent on city streets at slow to low speeds. I had a bit of hood flutter at higher speeds, I know some is normal but I think if its enough to draw my attention away from the road its a bit much. Well I'd later learn that besides a check in the shop service would just mark it as unable to replicate because in Brooklyn you're only going highway speeds 30 mins of traffic away on the way out. Somewhat a first world problem but still I'm not sure why Rivian would've picked an expensive location like Williamsburg for a service center when service wouldn't be able to replicate issues some people may come in with.
This is getting a bit long, unfortunately y'all are stuck with a terrible writer, so I'll try to wrap this up.
My initial estimate for when I was picking up the vehicle was last Friday. I wasn't really expecting Friday given my experience with Rivian so far but fine Friday it is. Well a call on Friday brings me to a third issue, the front camera that they ordered was being shipped by UPS and hadn't arrived. They hoped it would be in Friday but UPS has been running late recently. I laughed aloud during Kyle's (from OOS) video where he said his service center ordered parts prior to dropping the truck off. My service advisor on delivery day was the one to point out how bad the front camera looked "Worst one I've ever seen" were her words and she called to create a ticket. It ended up that water had gotten into it at some point during the build. I'm not sure who tests these things or maybe it was fine at that test but the front camera was nearly unusable. I couldn't make out the rear license plate of a car less than 2 ft away. Anyway the install and calibration starts on Monday and after Friday I never called again and figured they'd reach out when done. Which brings us to yesterday (Wednesday) where the truck was finished and I was able to pick up.
One last thing I'll count as a wash because I can't tell if it was like this before. The passenger door was tricky to close at pickup, applying the same force on both doors and the driver's door closed with the solid thud. The passenger door get close but not completely closed. Maybe it was always like this and I just never noticed it, maybe it was because the truck wasn't sitting level during the pickup inspection so it made it easier to spot. In any event they were able to adjust it after about 30 minutes of waiting so I got to enjoy a lovely traffic filled ride back out of Brooklyn.
So things to be improved:
- Direct number to call or even email a service advisor for a status. Playing telephone with the main Rivian service number as an intermediary seems unnecessary.
- Not that I was in dire need of the truck but it would've been nice if it wasn't just hanging out for a few days waiting on a part Rivian (via my delivery advisor) suspected it needed from delivery day months ago.
- It appeared as though there were only 2-3 delivery advisors or folks that would interface with a customer. That seems a bit small to me and explains why it was always a wait to get someone or to have them call back when I called the main Rivian service line. With all the stories I hear of delivery guides reaching out to folks months in advance with no information on the status of a vehicle maybe some of those excess resources can be shifted to customer support in service.
Sponsored
