Miami Service Center is a Disaster

[srnyoung]

I just want to be clear that I’m making noise to help both Rivian and its owners. It’s not acceptable on many levels. It also creates a terrible work environment for the service center staff. The staff at your local service center all want Rivian to succeed as well.

We are probably about 12-16 months away from R2 if the current timeline holds. If Rivian doesn’t get the processes in place now it’s not reasonable to expect the volumes with R2 to improve this. Rivian needs to get it together.

If Rivian can get the service and parts supply issues fixed I believe Rivian could be the undisputed leader in the EV space.

I think you have rightly identified the biggest obstacle to Rivian's long term success being their atrocious approach to vehicle service. I too have been beating this drum for years and - aside from a glimmer of hope when Seattle opened a temp SC - I've not seen any improvement.

Our T has stayed healthy since we got it (knocking furiously...) and only needed one mobile visit for a stuck window issue. That said, I've spent ~2 months in rentals while our truck sat at a Portland SC, doing nothing, waiting for predictable maintenance things to happen (like install a spare tire - it took over a week!!!!) or issues that were not caught before delivery (NBD, just the HV charge module being DOA with a big red indicator on delivery) were ironed out.

I can't imagine going through with our R2 reservation, especially a much earlier VIN where beta testing is much more real - unless the system is greatly improved. Realistically, seeing no movement now suggests that we will be driving a Volvo or that new Subaru in a year when we finally decide to replace the eGolf...

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[RWerksman]

I think you have rightly identified the biggest obstacle to Rivian's long term success being their atrocious approach to vehicle service. I too have been beating this drum for years and - aside from a glimmer of hope when Seattle opened a temp SC - I've not seen any improvement.

Our T has stayed healthy since we got it (knocking furiously...) and only needed one mobile visit for a stuck window issue. That said, I've spent ~2 months in rentals while our truck sat at a Portland SC, doing nothing, waiting for predictable maintenance things to happen (like install a spare tire - it took over a week!!!!) or issues that were not caught before delivery (NBD, just the HV charge module being DOA with a big red indicator on delivery) were ironed out.

I can't imagine going through with our R2 reservation, especially a much earlier VIN where beta testing is much more real - unless the system is greatly improved. Realistically, seeing no movement now suggests that we will be driving a Volvo or that new Subaru in a year when we finally decide to replace the eGolf...

I've gone through something just like this - I owned a Model S when the Model 3 launched, and it sucked. Service appointments went from weeks to months. Loaners became unobtainium (until they stopped providing loaners to Model 3 customers entirely)

If they are having staffing issues right now with service centers they have right now investment is needed to ramp, probably not right now, but definitely pretty soon. Late Q2 / Early Q3. R1 service needs to be well oiled to be built upon when R2 launch is imminent.