Rivian already starting to give me Tesla vibes (and not in a good way)

[ironpig]

It definitely makes sense. How is not using a rental for 9 or 10 days not saving them money? Much like they gave me a $300 Lyft credit because there was no rental available the day they picked it up that I didn’t abuse. It’s about having procedures in place to help the ownership experience. I was a service manager at a highline dealership for years and also worked directly for a manufacturer. From the time you deliver the car every you do is about making the NEXT sale. To them or someone they refer with their tales of positive ownership experiences. As the Mandalorian says “This is the way”

Saying you are trying to save them money is not “the way”. You don’t work for Rivian. You are not Rivian service advisor but you are trying to do their job for them based on your previous experience at a dealership. That never helps.

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[JustBarely]

Yeah, I'm not an expert but I planned for many trips the first year or two. It's a whole new platform not based on anything with zero track record. Not to mention bringing a whole slew of tech and features no existing truck had. It's unfortunate but boy to the pros still outweigh the cons for me. That's not to say it can't be a bit irritating.

With that being said, my Father took delivery in June about two weeks after me in Ft. Lauderdale. He noticed his rear doors protruded in relation to the fronts. It was a bit noticeable once you point it out. They told him the closest service center was in Orlando 230miles away. He had his truck back in 3 days and the issue was rectified.

They are literally scaling every part of their operation and will be for quite some time.

 

[Denver_Paulie]

Sorry to hear about your issues with Rivian.

I am still 6 months away from getting my truck, and lucky enough to live in a town with a large, fully functioning Rivian service location. So, I am not super worried about service issues as they arise.

I had to chuckle with the title of your post because Rivian, to me, has been giving off Tesla vibes from the outset. They have hired hundreds of former Tesla employees, missed many deadlines, and are delayed in vehicle manufacturing ramp up. Nothing says Tesla like missing deadlines.

And, like Tesla, Rivian has generated its own breed of nut job stalkers who show up weekly at a delivery center to make videos. I ran into the Rivian employee who did a test drive with me at our local farmers market and all I did was say hello. When I reassured her I was not a Youtube nut job Rivian stalker and would not ask her what was on the lot or how production was going, she smiled and said all of her fellow Rivian employees dread seeing or meeting these types of people.

I fully expect my Rivian to have issues, once it is delivered. I just hope things have improved in 6 months, and am grateful I live with 10 miles of the local Rivian service center.

 

[R1Sky Business]

Well I’ll put it this way: my wife came downstairs after this call and I explained it to her. Her reaction: “and you thought I was going to swap from my current car to the R1S you have reserved……”

Enthusiasts may tolerate some of these things. Normal buyers won’t.

First world problems....

 

[Donald Stanfield]

First world problems....

That may be but we live in the first world. It's not whether or not the problem is minor, it's whether or not that minor problem exists by going a different direction in vehicles. Personally I'm under no illusion that buying any other car is going to be better service wise. My Audi that's similarly priced to the R1T takes a month to schedule an oil change. Every time I get in the thing now I hear the little "service due" noise and see the popup and my appointment still isn't for two more weeks.

I think the way to get through to people isn't to minimize their frustration with saying it's a minor problem but to tell people to realize that these same problems are endemic in ICE vehicles and if we looked at any car with the same fine toothed comb that we are looking at Rivian we would see many of the same sort of quality issues.

 

[R1Sky Business]

That may be but we live in the first world. It's not whether or not the problem is minor, it's whether or not that minor problem exists by going a different direction in vehicles. Personally I'm under no illusion that buying any other car is going to be better service wise. My Audi that's similarly priced to the R1T takes a month to schedule an oil change. Every time I get in the thing now I hear the little "service due" noise and see the popup and my appointment still isn't for two more weeks.

I think the way to get through to people isn't to minimize their frustration with saying it's a minor problem but to tell people to realize that these same problems are endemic in ICE vehicles and if we looked at any car with the same fine toothed comb that we are looking at Rivian we would see many of the same sort of quality issues.

Sometimes people just expect exceptional service at all times...even from a brand new company clearly struggling to deliver and service vehicles.

 

[R1Sky Business]

That may be but we live in the first world. It's not whether or not the problem is minor, it's whether or not that minor problem exists by going a different direction in vehicles. Personally I'm under no illusion that buying any other car is going to be better service wise. My Audi that's similarly priced to the R1T takes a month to schedule an oil change. Every time I get in the thing now I hear the little "service due" noise and see the popup and my appointment still isn't for two more weeks.

I think the way to get through to people isn't to minimize their frustration with saying it's a minor problem but to tell people to realize that these same problems are endemic in ICE vehicles and if we looked at any car with the same fine toothed comb that we are looking at Rivian we would see many of the same sort of quality issues.

When is your vehicle due to arrive?

 

[Donald Stanfield]

Sometimes people just expect exceptional service at all times...even from a brand new company clearly struggling to deliver and service vehicles.

I agree and those people are setting themselves up to never be happy. Unless you're at the price point of several million dollars per vehicle you aren't going to get the hand and foot waiting on you service. If you want someone doing literally everything they can to make sure you're satisfied I suggest shopping for a Rolls Royce.

From what I've read Rivian seems to already be ahead of most of the experiences I've had with ICE vehicles. I consider my Audi service to be exceptional and I would say Rivian is on par with that from what I've read. Compare that to my local Mercedes dealer that is filled with pirates and thieves and I'm already ahead and I don't even have my truck yet.

 

[Donald Stanfield]

When is your vehicle due to arrive?

Hopefully soon. My guide told me around 8 weeks a month ago. Just when my config comes up in the build order I suppose. I have a RC with BM interior on 21's and my config is locked but no 8 steps and no VIN yet.

 

[R1Sky Business]

Hopefully soon. My guide told me around 8 weeks a month ago. Just when my config comes up in the build order I suppose. I have a RC with BM interior on 21's and my config is locked but no 8 steps and no VIN yet.

Soon enough.

 

[kurtlikevonnegut]

@shumdit I'm surprised you let them tow it down at all. I have to have some things addressed with a drop off and after seeing some of the towing horror stories I'm driving it down to drop it off when the time comes.

The drive down from Greenville isn't too bad with the SC on the north side of the metro area so you don't hit too much of the traffic. It's right where 75 and 85 meet so you still avoid the heart of downtown Atlanta traffic.

 

[shumdit]

Saying you are trying to save them money is not “the way”. You don’t work for Rivian. You are not Rivian service advisor but you are trying to do their job for them based on your previous experience at a dealership. That never helps.

Sorry but you just don’t get it. the way isn’t about the saving them money. Try to read what I said again. Slower maybe. You are fixating on the wrong thing. Let me spell it out for you: Unhappy customers aren’t repeat customers. They aren’t telling friends/family to buy one. And I love my Rivian so that’s not the issue here. It’s better that these concerns are noted before it gets to that point. We’ve already seen it happen here by the way.
On an aside, You sound a bit like some of the Tesla fanatics that defend Elon and the company no matter what they do. Tesla makes a great product but they have lied repeatedly to their customers and failed to honor commitments they put out there. Rivian has copied Tesla is MANY ways which is a great thing in most respects. That being said there are issues with Tesla that Rivian would be wise to learn from and not duplicate.
I also want to say this is not a jab at the service center or the Rivian rep I am dealing with. This is constructive criticism of Rivian’s processes. And yes, my previous experience certainly does help. I see things from both sides because I am both a consumer with 20 vehicles currently as well as someone who has been on the receiving end of unreasonable and prima donna customers and their expectations. That isn’t a Rivian thing. It’s not even a car thing. But it doesn’t matter because I’m not that guy. Having a car sit for 5 days because you don’t have a system in place to reunite it with the customer in a timely manner is an addressable issue. My hope is Rivian monitors these forums and takes the feedback into consideration. If you want to add to the conversation I’m all for it. If you want to try to undermine my opinion because you hope RJ is going to bless you in some manner take it elsewhere.

 

[shumdit]

First world problems....

Truly. but this isn’t a world hunger or war in Ukraine forum?

 

[moosehead]

Why flat bed a vehicle 3 hours each way to RSC for minor PPF bubbles, a cupholder, and “other minor things”?

Why not just wait for bigger needs and then maybe drive it in?

Sorry if I missed it, would really like to know. I’m admittedly spoiled by a nearby RSC but am also deferring minor items for later.

 

[Rousie13]

Would they not do a mobile service call for those little things?

Just the fact that they are willing to pickup/drop off a vehicle for service issues is well above just about every OEM out there. Volvo/Acura/BMW/etc are not sending a flatbed to pick up your vehicle unless it won’t move. Otherwise when you get your appointment in a month or so, you’re expected to drive it there and drop it off. Heck you might not even get a loaner these days and they’ll tell you tough luck….figure it out.

I don’t get all of these complaints on Rivian service. Are they not perfect and do they have a lot of improvements to make……ABSOLUTELY!!!!

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