My first service journey.

[OhioBF]

I had 3 issues – Tonneau Cover (worked one day), front wheels out of balance/steering wheel shake around 75-80MPH and my rear camera was anywhere from super blurry to useless after about a week.

Background – delivery on 5.28.2022 - currently 5K miles on truck.

Called service week of 7.11.2022 to schedule the service and they (Rivian Service) indicated truck would be picked on 7.21.2022. Hadn’t heard anything on specific pickup time and on 7.20.2022 called Rivian Service….they indicated no record of pickup or request for one – new one scheduled for 8.3.2022.

8.3.2022 – pickup company (not a Rivian flatbed) shows up to pick up the truck…the driver asks for assistance on how to drive, put in gear and start it (and English is a second language to the driver – not that it disqualifies anybody/anything – but does provide comms challenges)…..hmm…a little concerned but regardless – it’s on it’s way (from Dayton to Cleveland Service Center).

Obtain the Rivian rental from enterprise….and un-godly large Ram 1500 with 72K miles and smells like smoke (eventually go back and get a Nissan Rogue Sport – which is better….by only a little bit).

Vehicle is at the service center the evening of 8.3.2022 and I don’t receive updates…so I start calling. Initial response is:

• Do you want the Tonneau cover open or closed – and it will remain that way until it is re-engineered/recalled. I selected open.
• Rear camera will be ordered and replaced by a tech back at your home.
• Wheels re-balanced.
• Also – about a month ago – when driving home the truck went into limp mode….no faster than 42mph….on the phone with Rivian until I got home – once home – hard reset and all seems fine. See next paragraph

So…they fixed or had plans for 1-3 done and quickly resolved….but the “error codes” on the limp mode (which I had not identified as needing repaired) had been sent to engineering for review and resolution.

The issue I had with Rivian service was that from 8.5-8.11.2022 I couldn’t get updates from anyone and they weren’t scheduling the trucks return….after initially saying I would probably have it returned on 8.5.2022). When I would call they would try and reach the Cleveland Service Center (but apparenly no one would answer) they couldn’t connect. So they (Rivian Service) would send a “message” to tell the center to call me….i don’t think they ever did contact me.

So…called back on 8.11.2022 in a pretty frustrated mood – and ultimately volunteered that I would drive the rental to Cleveland and pick it up if I can get my truck back….which is were it ended up. Back home – all seems fine (barring the tonneau issues).

Bottom line – still love the truck – no regrets….but as in many other areas – Rivian needs to work on their communications and overall process. Each person I spoke to and deal with were very nice and professional…the issue was nothing proactively telling me status or next steps…so I always had to reach out to them and get updates and ultimately push the solution forward…..like PM for my own truck repair.

Great truck – seemingly good employees and attitudes….just need better process/systems and back end.

Thanks.

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[Christopher]

Wow looks like you had a very similar experience as I did.

1. Couldn't communicate with pickup and drop-off tow-truck drivers due to language barrier issues.
2. Service center poor at communicating.
3. Enterprise rental (Toyota Tacoma) was the dirtiest car I've personally ever sat in.
4. Most of the work wasn't even done.
5. Out of frustration of getting no updates and seeing no progress I had to demand the truck back.

I guess I got lucky with the service advisor because the back and forth between the Rivian Guide and the Service Center just wasn't working for me so she gave me her cell phone #.

 

[atebit]

Yeah, mine’s doing the “No Sleep Till Brooklyn” thing this Sunday. Can’t wait to be without it for an undisclosed period of time of no communication, then unexpectedly get it back all janky. Will have to read up on Service Mode tomorrow to make sure that at least one of me or the driver know what to do. Hopefully he doesn’t pop the frunk while doing 80 on the NJTP.

 

[kurtlikevonnegut]

I'm not sure you can really blame Rivian for getting dirty and/or suboptimal rental cars. The rental agency is fully responsible for the state of the cars they provide in the same "class" as the vehicle replaced.

Not saying you can't complain about it, but it sort of waters down your point in complaining about Rivian service when you lump that in with complaints about their process.

 

[OhioBF]

Not sure I was “blaming” Rivian. My post is entitled “…journey.” Just trying to provide my experiences. But thanks for that.

 

[R1Tom]

I'm not sure you can really blame Rivian for getting dirty and/or suboptimal rental cars. The rental agency is fully responsible for the state of the cars they provide in the same "class" as the vehicle replaced.

Not saying you can't complain about it, but it sort of waters down your point in complaining about Rivian service when you lump that in with complaints about their process.

I disagree. Just being critical here as ultimately in a very competitive space, in comes down to comparative experiences one can obtain across the various competitors. Right now, Rivian enjoys a position of having the absolute best product in the space that arguably is overdelivering at its price point. I have one and absolutely love it. And I will give up the service experience for the vehicle. But many won't. However, I have come from decades of owning Acuras and Lexus, and eventually, they too, will have compelling electric products. Those brands arguably over deliver on the service and support fronts. I always had a new condition loaner, often something even higher level than I owned, and my vehicles were always repaired quickly while I drove their new loaner. Communication was top notch.

Back to the loaner, versus rental. Rental can be fine, but my experience was Rivian did not make the reservation until the day I needed the loaner(after I called to make sure it was set up, which it wasnt). Then the rental location they sent it to, said they wouldn't have any cars for about 3 days. So I went to next closest location...and all they had was a smaller economy car. No biggie....I really don't care. But in comparing the experiences....Acura/Lexus dealer vs Rivian, there is a significant gap.

I fully accept this and believe Rivian is going to address these gaps. I believe it will happen somewhat soon, but like Elon said...making cars is hard...and not just making them, but supporting them can be applied to that statement too.

 

[kurtlikevonnegut]

I disagree. Just being critical here as ultimately in a very competitive space, in comes down to comparative experiences one can obtain across the various competitors. Right now, Rivian enjoys a position of having the absolute best product in the space that arguably is overdelivering at its price point. I have one and absolutely love it. And I will give up the service experience for the vehicle. But many won't. However, I have come from decades of owning Acuras and Lexus, and eventually, they too, will have compelling electric products. Those brands arguably over deliver on the service and support fronts. I always had a new condition loaner, often something even higher level than I owned, and my vehicles were always repaired quickly while I drove their new loaner. Communication was top notch.

Back to the loaner, versus rental. Rental can be fine, but my experience was Rivian did not make the reservation until the day I needed the loaner(after I called to make sure it was set up, which it wasnt). Then the rental location they sent it to, said they wouldn't have any cars for about 3 days. So I went to next closest location...and all they had was a smaller economy car. No biggie....I really don't care. But in comparing the experiences....Acura/Lexus dealer vs Rivian, there is a significant gap.

I fully accept this and believe Rivian is going to address these gaps. I believe it will happen somewhat soon, but like Elon said...making cars is hard...and not just making them, but supporting them can be applied to that statement too.

Rivian will be at maximum capacity production for the next 2+ years just trying to fulfill existing orders for vehicles from paying customers and you want them to allocate a few hundred of those as loaners?

 

[R1Tom]

Nope. Just the ability to place the reservations in advance with the rental provider (my service was scheduled a month in advance, so plenty of opportunity to place that order in advance without me having to call day of to find out it hadn't happened).

No added cost associated with simply timing and execution.

Curious what you think should be the comparative experiences Rivian is shooting for regarding competitors in the space they are and will be in? I.e. do you believe they will be competing with Lexus, Acura, etc... or just whatever Tesla is doing?

 

[3121]

Wow looks like you had a very similar experience as I did.

1. Couldn't communicate with pickup and drop-off tow-truck drivers due to language barrier issues.
2. Service center poor at communicating.
3. Enterprise rental (Toyota Tacoma) was the dirtiest car I've personally ever sat in.
4. Most of the work wasn't even done.
5. Out of frustration of getting no updates and seeing no progress I had to demand the truck back.

I guess I got lucky with the service advisor because the back and forth between the Rivian Guide and the Service Center just wasn't working for me so she gave me her cell phone #.

Sorry to hear this, I went through similar challenges. My rig went in 5 times to service...they could not resolve the alignment and sagging on the right side issue.

I finally sold the truck because the whole service process was a bit of a circle "j". Super nice people on the phone but no proactive communication and poor at managing expectations. Every time the truck went it it was like starting over. Just seemed like they were grasping at straws.

I'm sure they would have worked it out eventually...and I expected some service calls with a new model etc...but after 5 times I was just spending too much time trying to get my primary vehicle to be reliable and it didn't feel like Rivian was acknowledging the amount of effort and time it was taking out of my life to deal with it.

A little bummed I wasn't a later delivery as it seems they have some fixes already and higher quality fit and finish.

 

[Christopher]

Sorry to hear this, I went through similar challenges. My rig went in 5 times to service...they could not resolve the alignment and sagging on the right side issue.

I finally sold the truck because the whole service process was a bit of a circle "j". Super nice people on the phone but no proactive communication and poor at managing expectations. Every time the truck went it it was like starting over. Just seemed like they were grasping at straws.

I'm sure they would have worked it out eventually...and I expected some service calls with a new model etc...but after 5 times I was just spending too much time trying to get my primary vehicle to be reliable and it didn't feel like Rivian was acknowledging the amount of effort and time it was taking out of my life to deal with it.

A little bummed I wasn't a later delivery as it seems they have some fixes already and higher quality fit and finish.

I feel your pain. Having this as your primary vehicle and being out of commission for so long and frequently definitely makes this situation difficult to handle. My vehicle was delivered with inoperable windshield washers which they fixed and also replace a windshield but now my automatic windshield wipers don't work. One step forward two steps back. Hopefully you'll have an opportunity to give Rivian another shot once they iron out all the bugs.

 

[Donald Stanfield]

Rivian will be at maximum capacity production for the next 2+ years just trying to fulfill existing orders for vehicles from paying customers and you want them to allocate a few hundred of those as loaners?

Maybe they should. It’s a drop in the bucket of their total numbers and the service experience is important with a luxury car. When I take my Audi in for service I expect another Audi to use while it’s being worked on. So much so that it’s not even a thought whether or not I will get it.

Now I understand that’s not 100% realistic for Rivian immediately but they should be moving toward that model. I would say they should be stocking a rental fleet before switching to different models.

 

[Rousie13]

I disagree. Just being critical here as ultimately in a very competitive space, in comes down to comparative experiences one can obtain across the various competitors. Right now, Rivian enjoys a position of having the absolute best product in the space that arguably is overdelivering at its price point. I have one and absolutely love it. And I will give up the service experience for the vehicle. But many won't. However, I have come from decades of owning Acuras and Lexus, and eventually, they too, will have compelling electric products. Those brands arguably over deliver on the service and support fronts. I always had a new condition loaner, often something even higher level than I owned, and my vehicles were always repaired quickly while I drove their new loaner. Communication was top notch.

Back to the loaner, versus rental. Rental can be fine, but my experience was Rivian did not make the reservation until the day I needed the loaner(after I called to make sure it was set up, which it wasnt). Then the rental location they sent it to, said they wouldn't have any cars for about 3 days. So I went to next closest location...and all they had was a smaller economy car. No biggie....I really don't care. But in comparing the experiences....Acura/Lexus dealer vs Rivian, there is a significant gap.

I fully accept this and believe Rivian is going to address these gaps. I believe it will happen somewhat soon, but like Elon said...making cars is hard...and not just making them, but supporting them can be applied to that statement too.

I do agree with what your saying in part. With the current conditions, dealers are scheduling weeks if not months out if you want a loaner. This all involves me spending time driving to the dealer, getting the loaner, etc.

With Rivian they come to my house to fix the vehicle via mobile service or will send someone to pick up my truck if it needs to go the service center. I could obviously choose to drive it to the service center if I chose though. These are HUGE perks for me and a step way above traditional OEM dealer setups.

Obviously Rivian is new and there will be bumps in the road, but they have a great service setup and they will improve quickly.

 

[R1Tom]

I do agree with what your saying in part. With the current conditions, dealers are scheduling weeks if not months out if you want a loaner. This all involves me spending time driving to the dealer, getting the loaner, etc.

With Rivian they come to my house to fix the vehicle via mobile service or will send someone to pick up my truck if it needs to go the service center. I could obviously choose to drive it to the service center if I chose though. These are HUGE perks for me and a step way above traditional OEM dealer setups.

Obviously Rivian is new and there will be bumps in the road, but they have a great service setup and they will improve quickly.

I concur when the work can be done via mobile service. That is a huge benefit to the traditional dealership model. And like you said...bumps in road to be expected. Hopefully people see all the discussions on the internet as constructive criticism. I still would place an order for a new R1, if I didn't have mine. Even with bumps in road, small price to pay to drive something to market changing and so much fun....as an R1T. Thing is truly amazing!

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