Lackluster Delivery and Long wait for service

[Donald Stanfield]

Update on my old thread. Car has been in service now for 2 weeks for the cosmetic defects that were present at delivery. No idea when I will get it back. It took 1.5 weeks before they moved the car from the Rivian service center to the PPF company location. The service appointment has been scheduled for >3 months and they've known about the PPF issues. Why couldn't they have lined up the PPF company to do their work on the first day the car was in for service? Do they just wait until cars are on the service center lot before figuring out what work needs to be done and only then make arrangements for how to schedule the work?

It seems as if they do exactly as you said: get the car in and then schedule service while it's sitting there. Rivian needs a better service VP to get the efficiency of their service in order. They execute everything else really well, but service is a pain point for sure. Even their communication, where you talk to the central customer service and communications get routed to the service center needs to be improved.

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[tjrivian]

They may have some loaners, but I'm in an enterprise rental for over 2 weeks now. I understand service is a pain point right now, but Rivian is giving themselves a self inflicted wound. There's no way a handful of cosmetic repairs, 90% of which are farmed out to a subcontractor, should take >2 weeks. Rivian is just wasting tons of money, and angering their customer base.

 

[Dave Cundiff]

The Portland (Oregon) Service Center has always exceeded our expectations for the work they've done for us.

It's all been in-house work, done in the same day, so I don't know about their subcontracted work.

However, based on what they've done for us, we are VERY happy campers at Portland SC.

Sorry to hear about others' unsatisfactory experiences elsewhere. Rivian needs to work toward service consistency across the company, and they need to do it before the R2 comes out.

Best to all!

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