New vehicle pickup issues

[jackfu]

We are fortunate to at least have a service center relatively close at Chelsea, but so sorry about your start. Mine had to experience 2-3 hard reset in the beginning stemming from a couple of failure messages. But everything else has been quite stable now. Mine loses about 0.5% every day, standard pack 260 miles, which roughly equates to about 1.3 miles a day. What's your lock/unlock setup?

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[Scoiatael]

I had my Gen 1 R1T for 1.5 years. It was problem free for the first few months, and just needed service center visits for a few recalls and some minor issues which were taken care of in a day (except the 12v warning which took them 4 days to fix). I had my Gen 2 R1S for 1 month, 12v died which was caused by something else that took them over a month to figure out. My service center has no loaners available, but I've been in an Enterprise Model 3 for the past month. Only offering Uber credits is unacceptable, they should be giving you a rental.

That being said, my vehicle was officially in lemon law territory for California yesterday. They claim it will be fixed today, but I likely will still lemon law it. You should look up lemon law in your state, and document everything. Hopefully it covers leased vehicles like it does here.

 

[Electrified Outdoors]

I am sorry your having this experience. My guess, based on your issues, would be a wiring harness issue. It could be 12v or it could be a module in the truck as well.

The gen2 have had some teething issues. I am sure Rivian will sort this out for you but totally understand your frustration having just picked up the vehicle.

 

[RivAW]

Based on your stated facts and timeline, you are covered by the MA Lemon Law. Don’t try to interpret it yourself…talk to a law firm that deals in consumer law and lemon law. They will talk to you and share info for free.
At the very least, again based on your stated timeline, call again and insist on some sort of loaner vehicle if you want to give them time to see how it plays out with the specific vehicle

 

[vlocci]

Still waiting on a call. I'll try them again in an hour just to say I did but they have been open for 5 hours without so much as a "we are working on it".

I appreciate I'm Lemon Law eligible (I'm a lawyer who has never really practiced but did go through a rigorous law school) but need to actually get this into service to start the "3 attempts" clock ticking. That said, I really want to like this vehicle but need some effort on the part of Rivian.

Right now I can't even get a return call from service. I'm confident that nursing this truck to Chelsea to drop it off unplanned will do little more than get me a cheap Enterprise rental home and waste a few hours of my time. I'm too busy for this crap to waste an afternoon on what is clearly their screwup.

Taking odds on if I ever get a call back today. Who wants to play?

 

[Dark-Fx]

Still waiting on a call. I'll try them again in an hour just to say I did but they have been open for 5 hours without so much as a "we are working on it".

I appreciate I'm Lemon Law eligible (I'm a lawyer who has never really practiced but did go through a rigorous law school) but need to actually get this into service to start the "3 attempts" clock ticking. That said, I really want to like this vehicle but need some effort on the part of Rivian.

Right now I can't even get a return call from service. I'm confident that nursing this truck to Chelsea to drop it off unplanned will do little more than get me a cheap Enterprise rental home and waste a few hours of my time. I'm too busy for this crap to waste an afternoon on what is clearly their screwup.

Taking odds on if I ever get a call back today. Who wants to play?

If you've put a service ticket in on the app, you should be able to send a message to the service center through there as well.

 

[vlocci]

Quick update:

After a half dozen calls to Service, followed by some "thumb on the scale" escalation via former colleagues who are part of the Rivian Exec team, the Chelsea service center stepped up.

A sincerely first class customer service person offered to drive a replacement R1T to my home and take my vehicle away last night. She was kind enough to slog through Boston traffic to get to my home at peak rush hour and likely spent another hour+ covering the 15 miles back to Chelsea. It was very much appreciated.

The Service Writer called me last night at 8:00PM-ish to walk through the complaints and provide a limited update. They will diagnose, order parts (it sounded as if he had a good idea of what was wrong but he would not commit) and get me at the top of the repair queue. They offered to do the reverse with drop off and loaner takeaway saving me the schlep into Chelsea.

Right now I'm cautiously optimistic that things are repaired correctly and the remaining 36 months are a non-event.

Things likely could have been handled better from the start but I'm willing to overlook that. I'm sincerely looking forward to this vehicle as my limited time in it has been enjoyable.

Fingers crossed and thank you all for the PM's and support

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