Horrible Mobile Experience

[Edee]

My R1T started having a consistent clicking noise, especially during low-speeds, so I requested service. They came back with a mobile service appointment more than a month out, which leads us to today. The mobile service claimed when they arrived, they texted and called my phone. I happen to be outside working on the lawn, so I didn't see the single text message that was sent, but I also didn't have any missed calls. So they ended up leaving. Again, I did not receive any calls from them and no one ever rang the doorbell (I have several Ring cameras, including the doorbell). The chat experience on the app is useless as they just kept on saying the mobile tech was trying to reach me, which I know they didn't, besides that single text that stated they were going to be there soon. I tried to call, and they couldn't do anything, and the response was I'll get a call back within 24 business hours. I actually enjoy the truck and was an advocate for Rivian, but the inconvenience of trying to get something serviced on a timely manner, and the lack of customer service that I experienced has negatively impacted my opinion of the company.

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[jfmuva]

Man, that’s too bad. I’ve had great experiences with mobile service out of Atlanta.

 

[tate16t]

This sucks. I hope Rivian fixes this.

You should share your experience via the mobile app, homepage at the bottom, “Share Feedback”.

 

[SparkyR1t]

No issues with mobile service in Illinois, tech always texts twice.

 

[R1Tom]

My mobil experience has been amazing! Other than a few times they told me they would do something via mobile service and then later decided it had to be in shop.

 

[Dave Cundiff]

It seems reasonable to have a question, whether automated or human-generated, to the effect of, "How should the tech let you know when they arrive at the site?"

Everyone benefits when scheduled service is actually performed.

We can take every communication failure as an opportunity to improve communication systems, theirs and ours, so everyone benefits.

 

[CANCERDOC]

Whenever I’ve had mobile service from Rivian they texted me and I had no problem being notified in that way.

Now it is a legitimate concern if they say they called and there as no reply and there is no record of a missed call on your phone (provided you have signal). But texting is how they’ve always communicated with me and since I was expecting them, I had no issue seeing the text.

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