Is Mobile Service Still Effective?

[moondoggy]

Seeing lots of posts about service issues and months long wait times (in this camp myself) both for appointments and for resolution once Rivian SC has the vehicle.

As new owners, customer support often reassures us that outside of the long waits at the service centers that “85% of issues can be resolved with mobile service.” Is this realistic?

I get the impression a majority of people are in lines at the service centers and not a ton is being resolved through mobile.

Looking for recent (2024) anecdotal data points including regional info — is mobile service being implemented in a truly effective way…or perhaps not?

Thanks!

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[EVTrukHog]

I just sent service inquiry regarding a 22,500 mile service appointment…. Surprised to hear back that they are going to send mobile tech to my home to perform the service. I’m 4-6 hour drive from four different service centers.

 

[moondoggy]

I just sent service inquiry regarding a 22,500 mile service appointment…. Surprised to hear back that they are going to send mobile tech to my home to perform the service. I’m 4-6 hour drive from four different service centers.

Thank you. How many days out is your appt?

 

[EVTrukHog]

I sent the request on June 12th and they scheduled mobile tech for July 18th…

 

[RWerksman]

Seeing lots of posts about service issues and months long wait times (in this camp myself) both for appointments and for resolution once Rivian SC has the vehicle.

As new owners, customer support often reassures us that outside of the long waits at the service centers that “85% of issues can be resolved with mobile service.” Is this realistic?

I get the impression a majority of people are in lines at the service centers and not a ton is being resolved through mobile.

Looking for recent (2024) anecdotal data points including regional info — is mobile service being implemented in a truly effective way…or perhaps not?

Thanks!

I've never had a service request performed by mobile service - they've wanted me to drive 2 hours each time to Cleveland to bring it in. I just submitted a new request from my new Max Pack R1T and requested mobile service, so we'll see if that holds true.

That said, every recall has been done by mobile service, except for the washers in the axel splines.

 

[RivAW]

It seems entirely dependent on the particular service center and their staffing. I couldn’t even get mobile service for a tire rotation nor could I get an accurate price quote.
Service is Rivian’s current weakest point

 

[SparkyR1t]

Last time I had a mobile visit I learned the tech normally worked at the seevice center but they had him roving in an R1T that day. So I wonder if there is a dedicated mobile team or not

 

[crashmtb]

Last time I had a mobile visit I learned the tech normally worked at the seevice center but they had him roving in an R1T that day. So I wonder if there is a dedicated mobile team or not

I’d expect they rotate, and probsbly don’t have enough people.

 

[Magicbus]

We have a service guy that seems to support the 30+ Rivians on our island every 6 weeks. Even for one issue they seem to come here. So far, so happy.

 

[DaveA]

The tech here in San Antonio is awesome. He’s replaced my hubs and axels, replaced spline washers once, and tonneau cover replacement all in my garage, plus many other odds and ends. He goes all the way to Blue Origin in west Texas and services their Rivians plus the entire Texas Hill Country area. He has an actual van though, and not a Rivian one since Blue Origin is 7 hrs away. I’m sure they’ll direct me to the service center here when it opens in August though. Will miss the convenience.

 

[Ebenflow]

Got great service for 2 tire replacement here in Fla

 

[moondogg]

ahhhhhh... so you're the one who took my preferred user name LOL.

 

[KRG]

Every service I’ve done, they’ve called and tried to push mobile and were able to schedule me for the following week. Mine were relatively minor…panel adjustment, crunching noise from rear window when lowered. The second one I did mobile and the tech was great and fixed the issue.

 

[Noplacelikeloam]

I’d expect they rotate, and probsbly don’t have enough people.

I hope they rotate them. As someone that oversees organizational architecture I can promise you do not want silos. Not good for customers or the techs.

 

[SwampNut]

I have an appt for at-center service in a few weeks. It's not for urgent issues, and required a part to be available (powered bed cover). Meanwhile I was able to get mobile service out quickly to remove my dead cover so the bed would stay usable. It took quit some work to hack it out of there and break it apart. Mobile service was efficient SUPER friendly and helpful.

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