Franklin TN Service Center - Great experience

[bluedragonr1s]

I experienced great customer service at the Franklin TN Service Center last week and today. I dropped my 2025 R1S Dual Max battery last Thursday to check the rear passenger door needing a slamming effort to close the door, check on the 12V battery and whistling noise coming from the front while driving 39-40 MPH. I am preparing for a 800 mile road trip with my 12 yr old and wanted to make sure the 12V battery will not give me any issues after reading about the 12V battery causing braking and Drive issues on this forum. Jessica provided great customer service follow up, and got me a loaner when one was returned on the same day after I drove off with an ICE GMC. On pickup on Monday, I mentioned that the Navigation system on trip planning does not pick the Tesla Superchargers network no matter what I tried to make it work. It kept giving me EVGo and Electrify America chargers even though I had unselected them. Jessica helped me get Fabio (tech onsite) for a show and tell. He was very patient and unable to get Tesla Superchargers to show up in my trip planning (show & tell). He suggested to try it from the Rivian app. The route planning on the Rivan app did as expected when I selected only Tesla Superchargers. Fabio suggested to Send the Trip plan from the Rivian app to the R1S, and voila! the Navigation on the R1S now is showing only the Tesla Superchargers for my trip. Fabio captured a video and opened a case for the developers to fix the bug. I wanted to use only Tesla Superchargers on my trip due to being a previous Tesla Model Y owner, for their reliability and my Non-Tesla charging membership. When I got home, I tested the back door issue and it was still requiring a hard slam to close the door. I text Franklin SC, and got a quick response from the SC to bring it in and they will look at it again. Jordan (technician) from the SC today took 30 minutes to fix the issue. Overall, it was a great customer experience with the FranKlin SC. I picked up my R1S 2 months ago.

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[DHM]

Great to hear.

I'll be in there at the end of July for my 7,500 mile service

 

[Donald Stanfield]

Great to hear you had a pleasant experience with the Franklin center. I’ve had good luck with them as well. Also, thank you for taking the time to make this post. It’s easy to overlook positive experiences.

 

[krb1183]

I also have had all positive experiences with the folks at the Franklin SC. Thank you for sharing.

 

[MikeWilliams_R1T]

Franklin is a good service center. If I lived in Brentwood, it would be my go-to. The people there have always been great, and I really believe do everything they can to do the customer right.

They are a little bit overwhelmed, in my opinion.

With more mobile service spinning up (one permanent now in Knoxville, and I hear another now in Tri-cities), I think the service center experience will start getting easier. Especially if you have to drive a few hours to get to one.

 

[Windblade]

Same for me. Great interactions and support (I'm now at ~52k miles).

 

[RivianRiverRat]

Same for me - that’s SC has always been a good one

 

[Donald Stanfield]

Franklin is a good service center. If I lived in Brentwood, it would be my go-to. The people there have always been great, and I really believe do everything they can to do the customer right.

They are a little bit overwhelmed, in my opinion.

With more mobile service spinning up (one permanent now in Knoxville, and I hear another now in Tri-cities), I think the service center experience will start getting easier. Especially if you have to drive a few hours to get to one.

I can't wait for Knoxville to get a full service center.

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