Gaithersburg service center experiences?

[ekiM]

Rivian called me and *really* wanted to have my R1T in for service. It's a 5hr round trip from my home in DE to Gaithersburg MD so they sent a flatbed to pick it up. Delivered to the service center Monday around noon and crickets. I tried through the main Rivian line thrice and they were unable to get hold of anyone there. They escalated a "call back" to me. Still nothing. I also had to ask for a rental. Enterprise finally called this morning... I was in a meeting, tried calling them back 4x and they didn't pick up. The main Enterprise line couldn't get in touch with them.

I think there's something wrong with my phone. ?‍

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[Oldsmobile_Mike]

I've got an appointment coming up there on 11/1. They texted me weeks ago and asked if I wanted to do it sooner, but my work schedule did not permit. They've been very helpful to communicate by text (I even added a tire rotation to my upcoming visit). Will be sure to update the thread once I actually go there. ?

As a bonus, it's not too far from Linganore Winery (the people who make the "medieval mead" sold at MD Renaissance Festival). Plan on getting some service and some mead while I'm up there. ?

Maybe try texting the SC?

 

[Electrified Outdoors]

I've got an appointment coming up there on 11/1. They texted me weeks ago and asked if I wanted to do it sooner, but my work schedule did not permit. They've been very helpful to communicate by text (I even added a tire rotation to my upcoming visit). Will be sure to update the thread once I actually go there. ?

As a bonus, it's not too far from Linganore Winery (the people who make the "medieval mead" sold at MD Renaissance Festival). Plan on getting some service and some mead while I'm up there. ?

Maybe try texting the SC?

Hey if you stop by Linganore Winecellars give me a shout. Im right here in Mt Airy. There is a free Tesla charger at the park. Both mine have December appointments.

 

[tjmsquared]

I just got my truck back from Gaithersburg on 10/1. Overall, my experience is about the same as the Richmond service center except that it is a LOT closer to home from Northern Virginia. Here are my takeaways:

• Initial communication was good. They called and texted before the appointment and let me know that it would be a long wait because they were backed up. They told me when I dropped it off it would be 3 to 4 weeks to get to my truck (and it was 3.5 weeks to get it back).
• Communication while they had the truck was lacking. They said they'd give me a call once a week and I only got one call while they had the truck. I ended up calling them at the 3 week mark and they told me I could pick it up on 10/2. I was also never able to get through to them, but they always got back to me the same day.
• No real issues getting a rental. Enterprise had a rental for me the day I dropped my truck off. I have terrible luck at the rental lottery and always get crappy cars from Enterprise, but that's not Rivian's fault.
• The repair work was good. I had the "clicking" suspension fixed, the tires rotated, and a RAN charging issue fixed. I also had my wristband replaced because it stopped working (and I got a new one with the yellow accent inside the band!). I was especially happy to be able to use RAN chargers for the first time last weekend after being "locked out" of them for several months.

 

[Steve A.]

• The repair work was good. I had the "clicking" suspension fixed, the tires rotated, and a RAN charging issue fixed. I also had my wristband replaced because it stopped working (and I got a new one with the yellow accent inside the band!). I was especially happy to be able to use RAN chargers for the first time last weekend after being "locked out" of them for several months.

Did they say what they did to fix the *clicking* suspension issue? I've recently noticed it when I first pull out of the garage but didn't think it was a big deal.

 

[tjmsquared]

Did they say what they did to fix the *clicking* suspension issue? I've recently noticed it when I first pull out of the garage but didn't think it was a big deal.

There was a non-safety recall for the half-shaft that was causing the suspension noise that a lot of us have found. I'm not sure exactly what they fixed, but it is much quieter now. In my case it was not just pulling out of the driveway in the morning, but almost every time the truck started to move from a full stop. I'd create a ticket if you're not sure if the sound you are hearing is normal or not. You can always defer taking it in until there is some other service that you want to get done.

 

[Steve A.]

There was a non-safety recall for the half-shaft that was causing the suspension noise that a lot of us have found. I'm not sure exactly what they fixed, but it is much quieter now. In my case it was not just pulling out of the driveway in the morning, but almost every time the truck started to move from a full stop. I'd create a ticket if you're not sure if the sound you are hearing is normal or not. You can always defer taking it in until there is some other service that you want to get done.

Well, I'm not sure I want to be w/o my R1S for 3-4 weeks. It's my daily commuter and I put 100+ miles on it per day, 6-7 days per week. I actually bought the pucks and a bigger torque wrench this week to rotate my tires this weekend, since I have 11.5k+ miles on it.

Thanks for the info. I'll keep an ear out for it getting more frequent.

FWIW, 100% of my miles have been in sport/lowest height/max stiffness/max break regen, so not sure if that's a factor or not.

 

[Yossarian]

A little off topic, but both the Gaithersburg and Brooklyn SC's are each about the same distance away from me, roughly 125 miles. The real difference is that one is an expensive journey that is nearly always about a six hour round trip (though it can be much longer), while the other is often less than four with few tolls. Yet Rivian insists that both delivery and service need to be at the one that takes far longer to get to and from. I'm actually hoping that my delivery is delayed until at least one of the NJ service centers opens.
Rant off.

 

[ekiM]

Update:

My R1T is coming back tomorrow. I had absolutely zero input in the service experience... Nobody called me to see what else I'd like looked at. They called me to tell me they were "finished" while I happened to be in the dentist's chair. That being said, looking at the service list, I think they fixed everything proactively.

Anyhow, to their credit, it's set to be on a flatbed, delivered to my house tomorrow afternoon. One day after service was complete.

 

[R1Tom]

Update:

My R1T is coming back tomorrow. I had absolutely zero input in the service experience... Nobody called me to see what else I'd like looked at. They called me to tell me they were "finished" while I happened to be in the dentist's chair. That being said, looking at the service list, I think they fixed everything proactively.

Anyhow, to their credit, it's set to be on a flatbed, delivered to my house tomorrow afternoon. One day after service was complete.

This is great to hear. Very glad they are flatbedding it back to you. In past people were expected to pick up their trucks so if they are starting to flatbed them back to customers after service that is a big positive!

 

[ekiM]

Aaand, it went back. They had it on the flatbed, halfway to my house and they called it back. Supposedly the engineering department was reviewing logs and decided that they wanted to look at a component inside the battery pack. I'm surmising it was a contactor that powers the 12v system that was in-spec but bound to fail based on the data. I had a turtle mode back in May that happened once but never reappeared, I mentioned it prior to the visit. Anyhow, they're replacing the entire pack.

Positive note, as my R1T was heading back to the SC, they loaded up another R1T in the same spec as mine but blue with a grey interior and bright wheels on another flatbed and dropped it off a few hours later. Driver was a Rivian employee and super friendly, especially considering he just drove over 3 hours in 95/beltway traffic.

-Mike

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