More 12V Problems - Always Keep Your R1T Plugged

[srnyoung]

Sounds to me like a Customer Service agent went rogue. (I wish I could tell you about the currently ongoing saga at another company where a well-regarded employee got a load of BS from a CS agent that ended up going all the way up to the CEO...)
I had hoped that hiring a comms person would lead to tighter internal documentation and information availability. It may still happen but this doesn't bode well for the current state of their CS / support database.
Glad you got your truck back and didn't have to pay for it.

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[Donald Stanfield]

My truck is now back in my hands. The secondary 12V had an internal short which they replaced under warranty and I was told there is no charge for the tow and rental.

I still don't understand the CYA language especially when I clearly didn't drain the HV pack and let the 12V die.

I'm going to chalk it up to a poorly trained employee who was trying to do the right thing but didn't fully understand the policy or how to make it come across without sounding troublesome. Rivian fixed it, so they weren't trying to get out of a claim.

 

[Tim-in-CA]

yeah people are missing the point, the 12 battery is maintained by the HV system. The OP had plenty of charge in the HV system and the vehicle simply chose not to maintain the 12V battery. This is completely on the Rivian software/hardware. I can't imagine they'd duplicate 12v charging hardware to maintain the 12V battery directly from the DC or inverter system while plugged in. In the OP case, the 12v would have died plugged in anyways.

I also wonder if a battery tender would help in this scenario. But I agree, if the HV battery has plenty of charge, the vehicle should be charging the 12V battery on its own

 

[Craigins]

I also wonder if a battery tender would help in this scenario. But I agree, if the HV battery has plenty of charge, the vehicle should be charging the 12V battery on its own

If the new instructions specifically call out separately charging the secondary battery you would need a tender on each battery, which is pretty inconvenient.

 

[R1Tom]

My truck is now back in my hands. The secondary 12V had an internal short which they replaced under warranty and I was told there is no charge for the tow and rental.

I still don't understand the CYA language especially when I clearly didn't drain the HV pack and let the 12V die.

This is the best outcome.

Glad they took care of it for sure!

 

[Yossarian]

My truck is now back in my hands. The secondary 12V had an internal short which they replaced under warranty and I was told there is no charge for the tow and rental.

I still don't understand the CYA language especially when I clearly didn't drain the HV pack and let the 12V die.

Glad to learn that the story had a happy ending.

Hopefully someone at Rivian will see the helpful criticisms in the responses here and make some revisions to the user manual, perhaps even to the vehicle software.

 

[Dark-Fx]

Automatically protecting 12V batteries from run-down in vehicles has been an available feature since the last century.

I guess it's surprising that so many EVs have issues with this then?

 

[Dark-Fx]

I still don't understand the CYA language especially when I clearly didn't drain the HV pack and let the 12V die.

There are people that lie about their circumstances all the time and Rivian is just telling their customers ahead of time "we will have the receipts".

 

[Donald Stanfield]

There are people that lie about their circumstances all the time and Rivian is just telling their customers ahead of time "we will have the receipts".

Also a fair point but expressing that to a customer without worrying a customer who's telling the truth is an art and requires training. Customer service needs to write up a policy with a boiler plate line that isn't alarming to customers but communicates that in the case of user error warranty repairs aren't covered. It can be that simple written in the service agreement.

That's what they've been doing from the beginning with estimates for work. Any time I had to get a repair done there was an associated cost with the repair and Rivian service said it sounds like your repair is covered by the warranty but if we get the truck back and see user error this amount is what you will be charged to fix it. So for example my front drive motor went out. It was warranty, I didn't do anything to break it but I had to sign an invoice saying that if it was found I broke it I would pay X thousand.

So if they got it to the service center and saw a huge dent from me rock crawling without an underbody shield or something I would have been paying for the repair. That's what should have happened here, reassure the customer that it sounds like a warranty repair but have them sign for a cost if it isn't. I get they need to CYA and lots of customers do lie, but it's important not to alarm the ones telling the truth.

 

[R1Tom]

Also a fair point but expressing that to a customer without worrying a customer who's telling the truth is an art and requires training. Customer service needs to write up a policy with a boiler plate line that isn't alarming to customers but communicates that in the case of user error warranty repairs aren't covered. It can be that simple written in the service agreement.

That's what they've been doing from the beginning with estimates for work. Any time I had to get a repair done there was an associated cost with the repair and Rivian service said it sounds like your repair is covered by the warranty but if we get the truck back and see user error this amount is what you will be charged to fix it. So for example my front drive motor went out. It was warranty, I didn't do anything to break it but I had to sign an invoice saying that if it was found I broke it I would pay X thousand.

So if they got it to the service center and saw a huge dent from me rock crawling without an underbody shield or something I would have been paying for the repair. That's what should have happened here, reassure the customer that it sounds like a warranty repair but have them sign for a cost if it isn't. I get they need to CYA and lots of customers do lie, but it's important not to alarm the ones telling the truth.

Don is exactly right on this. I have been driving countless vehicles over my almost 40 years of driving and have been in for countless service visits.

It always says "customer states blah blah". And the language in the agreement covers all the potentially contentious things, allowing the service adviser to be a "good guy/girl" and just be nice and cordial. Then after the inspection by the tech, if they find it was an abuse situation, then the less comfortable discussion can proceed.

I still don't know why they feel need to put a dollar amount on these things since they haven't even looked at the truck yet. Once they see it, if it is uncovered damage, then communicate that to the customer and what the then known cost of repair is, allow customer to decide if they wish to proceed or not, and go from there.

Putting a dollar amount on it just seems advisarial and/or potentially unsettling to the customer.

 

[Donald Stanfield]

Don is exactly right on this. I have been driving countless vehicles over my almost 40 years of driving and have been in for countless service visits.

It always says "customer states blah blah". And the language in the agreement covers all the potentially contentious things, allowing the service adviser to be a "good guy/girl" and just be nice and cordial. Then after the inspection by the tech, if they find it was an abuse situation, then the less comfortable discussion can proceed.

I still don't know why they feel need to put a dollar amount on these things since they haven't even looked at the truck yet. Once they see it, if it is uncovered damage, then communicate that to the customer and what the then known cost of repair is, allow customer to decide if they wish to proceed or not, and go from there.

Agree with no need of the dollar amount. The only real need would be for an hour of shop time and possibly the tow if it's found to be customer abuse. Get the customer to agree to that possibility and if negligence is found charge them for that hour of shop time to provide an estimate of the repair costs and go from there.

 

[jplblue]

Also a fair point but expressing that to a customer without worrying a customer who's telling the truth is an art and requires training. Customer service needs to write up a policy with a boiler plate line that isn't alarming to customers but communicates that in the case of user error warranty repairs aren't covered. It can be that simple written in the service agreement.

That's what they've been doing from the beginning with estimates for work. Any time I had to get a repair done there was an associated cost with the repair and Rivian service said it sounds like your repair is covered by the warranty but if we get the truck back and see user error this amount is what you will be charged to fix it. So for example my front drive motor went out. It was warranty, I didn't do anything to break it but I had to sign an invoice saying that if it was found I broke it I would pay X thousand.

So if they got it to the service center and saw a huge dent from me rock crawling without an underbody shield or something I would have been paying for the repair. That's what should have happened here, reassure the customer that it sounds like a warranty repair but have them sign for a cost if it isn't. I get they need to CYA and lots of customers do lie, but it's important not to alarm the ones telling the truth.

When we had our R1S towed, CS said that we'd have to cover the cost if it's not a warranty issue but also that, given the circumstances, it'll most likely be covered by warranty.

We did get an invoice w/ an estimate, which we ignored per advice of the CS. Service was great overall.

 

[Dark-Fx]

Also a fair point but expressing that to a customer without worrying a customer who's telling the truth is an art and requires training. Customer service needs to write up a policy with a boiler plate line that isn't alarming to customers but communicates that in the case of user error warranty repairs aren't covered. It can be that simple written in the service agreement.

That's what they've been doing from the beginning with estimates for work. Any time I had to get a repair done there was an associated cost with the repair and Rivian service said it sounds like your repair is covered by the warranty but if we get the truck back and see user error this amount is what you will be charged to fix it. So for example my front drive motor went out. It was warranty, I didn't do anything to break it but I had to sign an invoice saying that if it was found I broke it I would pay X thousand.

So if they got it to the service center and saw a huge dent from me rock crawling without an underbody shield or something I would have been paying for the repair. That's what should have happened here, reassure the customer that it sounds like a warranty repair but have them sign for a cost if it isn't. I get they need to CYA and lots of customers do lie, but it's important not to alarm the ones telling the truth.

I've had the same kind of response when getting warranty repairs done at the Chevy dealer. I think it's important to inform the customer of the potential non-warranty cost before they accept your vehicle in for repair.

Having this approval up-front is important because they might be in the middle of your repair before they discover it shouldn't be covered under warranty from abuse. Now they have time and potentially materials into your repair and what if you don't accept the cost on it? Especially if they can't get ahold of you to get your approval, the vehicle might be in a state where it's difficult to un-do what they've had to do so far to make room for someone else's vehicle.

 

[SoCal Rob]

I guess it's surprising that so many EVs have issues with this then?

I think it’s surprising and disappointing. Unlike ICE vehicles, EVs have the ability to charge the 12V battery when low, even if turned off and unattended. I think that there should be fewer problems as a result.

 

[C.R. Rivian]

Hey All,

TLDR - Always Keep Your R1T Plugged In

I haven't posted in a while since I've been generally happy with my R1T. However I am pretty incensed right now and wanted to let you all know about my experience.

I left my vehicle unattended for roughly 8 days, from July 25 until today August 2nd. It wasn't plugged in and I had left it with 80% charge.

When I checked last night August 1st, I still had 64% left, and this morning August 2nd, it was at 62%.

I saw a bunch of 12v errors and vehicle battery issues and proceeded to call Rivian Service. They had me reboot the vehicle and when it came back up, my vehicle showed 46% battery and more critical faults.

I couldn't put the vehicle in drive since the brakes wouldn't release even though it recognized my key and I lost power steering. The brakes also made a nice crunchy sound and was very hard to depress.

I was told depending on what they find at the service center that I may be responsible for the associated costs for this repair and car rental because I didn't have my R1T plugged in for the week I was away.

I'm awaiting a tow now to the service center even though their earliest appointment is for Aug 11.

Thought all the 12V issues were solved but I guess they aren't.

I'm really starting to sour on Rivian.


maybe related - I've called in to the service line for other issues about a month ago when I noticed incorrectly displayed range and overcharging. I was told since it's software and not a pressing problem they won't schedule an appt to have it looked at.

I had a similar 12 volt issue

Hey All,

TLDR - Always Keep Your R1T Plugged In

I haven't posted in a while since I've been generally happy with my R1T. However I am pretty incensed right now and wanted to let you all know about my experience.

I left my vehicle unattended for roughly 8 days, from July 25 until today August 2nd. It wasn't plugged in and I had left it with 80% charge.

When I checked last night August 1st, I still had 64% left, and this morning August 2nd, it was at 62%.

I saw a bunch of 12v errors and vehicle battery issues and proceeded to call Rivian Service. They had me reboot the vehicle and when it came back up, my vehicle showed 46% battery and more critical faults.

I couldn't put the vehicle in drive since the brakes wouldn't release even though it recognized my key and I lost power steering. The brakes also made a nice crunchy sound and was very hard to depress.

I was told depending on what they find at the service center that I may be responsible for the associated costs for this repair and car rental because I didn't have my R1T plugged in for the week I was away.

I'm awaiting a tow now to the service center even though their earliest appointment is for Aug 11.

Thought all the 12V issues were solved but I guess they aren't.

I'm really starting to sour on Rivian.


maybe related - I've called in to the service line for other issues about a month ago when I noticed incorrectly displayed range and overcharging. I was told since it's software and not a pressing problem they won't schedule an appt to have it looked at.

I had something similar: Multiple 'reboots' correcting errors, service recommended. My issue, to tow or not to tow | Rivian Forum - R1T R1S R2 News, Specs, Models, RIVN Stock -- Rivianforums.com
My R1T is at the service center...to get it in a condition where it could be picked up, I had to jump start the vehicle using the wires provided for that in the rear near the trailer hitch. Yes, it was a bad 12 volt battery. They are also checking the wiring hitch issue that they worked on in April 2022...just to make sure the fix is the fix.

My guess is that they will make you whole. I got the tow and was offered a rental.

12 volt batteries have been an issue with a number of EVs and, of course, you can't count on them in ICE cars either. I always have a jumpstart kit when I travel.

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