Mobile Service- No Doorbell Ring?

[CardiacR1S]

Had a mobile service scheduled this past Monday and I was travelling so left my wife details to take care of it. Service was scheduled for 3:30-5:30, and I received a text around 3 and a call, both which I missed since I was working. Not sure if the tech went to my house, but they definitely didn't ring the doorbell since my wife was home.
Texted and called the tech number, around 5 EST, but no response. Called the Gaithersburg service center, but they were gone for the day. Spoke to two separate other Rivian employees on two different calls that night and left messages for them to look into it and contact me. No response so far.
Any one with similar experiences? Yes, I will leave my wife's cell in the future, but was I wrong in assuming they would walk up the short driveway (residential neighborhood very easy to do) and ring the door bell?

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[sfvR1S]

Yes, you're wrong. You didn't reply to their call and text so they didn't come. This is standard operating procedure for all technicians coming to your house. If you don't answer, they're not coming.

Another it's not you Rivian, it's me post.

 

[CardiacR1S]

Yes, you're wrong. You didn't reply to their call and text so they didn't come. This is standard operating procedure for all technicians coming to your house. If you don't answer, they're not coming.

Another it's not you Rivian, it's me post.

Thanks for educating me and others who were not aware, and missed this standard procedure being explained when the appointment was booked. Surprised the two Rivian employees I talked that night didn't state this.

 

[COdogman]

I guess it depends on what the call/ text from the technician said? Did they say they were on their way and would arrive at x:xx time, or did it ask you to return their call to confirm before they headed your way?

I know these arrival windows are annoying for the customer, but it’s just as annoying to the company/ techs to arrive only to find out the customer isn’t there. That is a wasted appointment where they could have helped someone else.

 

[CardiacR1S]

I guess it depends on what the call/ text from the technician said? Did they say they were on their way and would arrive at x:xx time, or did it ask you to return their call to confirm before they headed your way?

I know these arrival windows are annoying for the customer, but it’s just as annoying to the company/ techs to arrive only to find out the customer isn’t there. That is a wasted appointment where they could have helped someone else.

Tech's message was "I'm here for your mobile appointment".

 

[Killer95Stang]

Tech's message was "I'm here for your mobile appointment".

Then yeah... if I was the tech, I probably would have rang the doorbell. They get paid the same whether they work on your car or the next, so why just give up so easy.

 

[sfvR1S]

Thanks for educating me and others who were not aware, and missed this standard procedure being explained when the appointment was booked. Surprised the two Rivian employees I talked that night didn't state this.

Have you had a tech from cable or utilities, or a plumber, electrician, etc visit your house in the last few years? They're not calling to "let you know they're on their way," they're calling you to make sure you're home. Otherwise, they're heading to their next appointment.

And I'm glad I could educate.

 

[Oyabro]

FWIW, the mobile service tech knocked on my door each time he’s visited. Didn’t ring my door bell though. Always arrived on time as well.

 

[Riviot]

It's not just Rivian, many other home service technicians, delivery drivers, etc don't ring door bells, especially if it's a Ring or other video camera style. My wife is hard of hearing so we have a Ring that send a notification to our phones, if we're expecting a signature delivery or technician, we leave a note on the door that says "Can't hear you, ring the bell". Easy fix.

 

[SoCal Rob]

Had a mobile service scheduled this past Monday and I was travelling so left my wife details to take care of it. Service was scheduled for 3:30-5:30, and I received a text around 3 and a call, both which I missed since I was working. Not sure if the tech went to my house, but they definitely didn't ring the doorbell since my wife was home.
Texted and called the tech number, around 5 EST, but no response. Called the Gaithersburg service center, but they were gone for the day. Spoke to two separate other Rivian employees on two different calls that night and left messages for them to look into it and contact me. No response so far.
Any one with similar experiences? Yes, I will leave my wife's cell in the future, but was I wrong in assuming they would walk up the short driveway (residential neighborhood very easy to do) and ring the door bell?

Whenever I encounter communication problems like this, the first thing I do is ask questions to get a better idea of what exactly happened or is happening.

By any chance do you have a doobell with a webcam like Ring or similar? I ask because of this sentence, “Not sure if the tech went to my house, but they definitely didn't ring the doorbell since my wife was home.” which raises other possibilities but nothing is definite without proof. It isn’t beyond reason that something could’ve been going on such that the tech rang your doorbell or knocked on the door and your wife didn’t hear it: in the bathroom, lawnmower running outside, something making noise inside, etc. I’ve missed people while at home so I know this is a possibility. With doorbell footage you’d know if the tech showed up at all or not.

In addition, if the tech went to the wrong house and rang the doorbell then your wife certainly wouldn’t hear it and if they followed up with an unacknowleged text and call then you couldn’t let them know that there is someone there and then figure out exactly what’s going on. That type of thing happened to me when Google was giving bad directions to our place in Palm Springs. I didn’t know it until a service person called me and let me know they were at the gate but the code I gave them wasn’t working. I walked out to the gate while on the phone and let them know I’m at the gate and there’s nobody here so I asked them to describe the gate they were seeing. It turns out they were at the neighborhood behind ours with a different street name so I gave them directions.

Beyond that, since you wrote that the tech's message was, "I'm here for your mobile appointment." If they really were there then, they might have expected you to reply to the text or answer the call and let them know that you’ll be right out, you need to wrap up a call but you just unlocked the vehicle in the driveway, etc. Without a response they figured they’d wasted their time (Again! Customers can be so unreliable, am I right?) and nobody was home so no use wasting more time going to the door.

These are just some scenarios which are plausible without knowing if there’s footage of the tech on site or not.

tl;dr - Please don’t go in with guns blazing because this may be a miscommunication (no one person’s fault) and not a Rivian tech lying to you.

 

[R1Tom]

I was simply ghosted for my last mobile scheduled visit. Date and time came and went. They said it fell thru cracks....

Pretty annoying...after working my schedule around it and waiting...and nothing. Just oops....sorry...

But I know....it's a start-up...and BMW service is just as bad....and it took Tesla like 10 years to get service improved....and nobody can find anybody to work....etc...

Edit...I am not blaming the people at the service centers or mobile techs. They have all been wonderful. It is the systems and procedures. It should be possible that one has a scheduled visit clearly in the app but yet something on other end doesn't show it existing.

 

[iansriv]

I have had 3 mobile tech visits in the 8 months of ownership. Each time, I received a text from Rivian a few days before, a call from the SC the night before and the tech called me when they were on their way and when they arrived. I'm not sure I can ask for much more.

 

[andyboo]

I’ve had two mobile visits and both times the tech came to the door when he arrived (same guy both times). In the lead up to the appointments it was always several calls to confirm, including the tech calling when he was leaving the service center (I was first each day and live about 10 min from a SC). Really could not ask for a better experience any time I’m working with the West Sacramento SC.

 

[CardiacR1S]

Whenever I encounter communication problems like this, the first thing I do is ask questions to get a better idea of what exactly happened or is happening.

By any chance do you have a doobell with a webcam like Ring or similar? I ask because of this sentence, “Not sure if the tech went to my house, but they definitely didn't ring the doorbell since my wife was home.” which raises other possibilities but nothing is definite without proof. It isn’t beyond reason that something could’ve been going on such that the tech rang your doorbell or knocked on the door and your wife didn’t hear it: in the bathroom, lawnmower running outside, something making noise inside, etc. I’ve missed people while at home so I know this is a possibility. With doorbell footage you’d know if the tech showed up at all or not.

In addition, if the tech went to the wrong house and rang the doorbell then your wife certainly wouldn’t hear it and if they followed up with an unacknowleged text and call then you couldn’t let them know that there is someone there and then figure out exactly what’s going on. That type of thing happened to me when Google was giving bad directions to our place in Palm Springs. I didn’t know it until a service person called me and let me know they were at the gate but the code I gave them wasn’t working. I walked out to the gate while on the phone and let them know I’m at the gate and there’s nobody here so I asked them to describe the gate they were seeing. It turns out they were at the neighborhood behind ours with a different street name so I gave them directions.

Beyond that, since you wrote that the tech's message was, "I'm here for your mobile appointment." If they really were there then, they might have expected you to reply to the text or answer the call and let them know that you’ll be right out, you need to wrap up a call but you just unlocked the vehicle in the driveway, etc. Without a response they figured they’d wasted their time (Again! Customers can be so unreliable, am I right?) and nobody was home so no use wasting more time going to the door.

These are just some scenarios which are plausible without knowing if there’s footage of the tech on site or not.

tl;dr - Please don’t go in with guns blazing because this may be a miscommunication (no one person’s fault) and not a Rivian tech lying to you.

Good post @SoCal Rob Just checked my camera and saw a yellow R1T pull up along our curb wait a little bit and drive off. Nobody got out of the vehicle. Wife usually hears very well, except occasionally when I am talking, and was waiting with no vacuum or other noise makers.

 

[CardiacR1S]

I have had 3 mobile tech visits in the 8 months of ownership. Each time, I received a text from Rivian a few days before, a call from the SC the night before and the tech called me when they were on their way and when they arrived. I'm not sure I can ask for much more.

That's pretty solid. Only communication I had from the tech or service center was the day of the service.

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