Odd experience with Rivian Service - Seeking Advice

[forestwalker]

Wondering if anyone has encountered anything similar and might haave any advice for trying to sort it out...

Have encountered the seemingly well-known "clicking" noise in front wheel ends at low speed during acceleration and deceleration from/to a stop. From what I can gather, there are a couple known issues/fixes for this related to axle shafts/hardware.
I called Rivan service and explained the concern, and they scheduled a technician to come to my location to address this, and apparent recalls (the specifics of which they didn't share).
A couple days before my scheduled service, I get a call from Rivian stating they need to cancel the appointment, and I need to re-schedule something at their service center (an hour away in another state). When I asked why, he kept giving me different, unclear versions of "this repair can't be done outside of a service center" which the original rep directly contradicted, and other accounts online have shown to be unlikely/untrue.
The rep would not budge, so I inquired about the availability of a loaner, to which he stated they had more repair customer than loaners, and I would be forced to rent something from enterprise.

My issue is the distance/location of the service center make it nearly impossible to get to without missing work and pay, as well as the possibility of being stuck in some piece of garbage rental from enterprise that I have to pay to dump fuel into while using.

Anyone run into anything similar with Rivian service and find a way around this?

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[CANCERDOC]

The clicking is a front halfshaft issue, which requires either new ting washers or replacement of the halfshafts. Neither of which is a mobile service. You will need to bring the vehicle in. Granted it is inconvenient but this is the price to pay for limited service centers, and a newish car company that is still expanding.

 

[Rivian Owner]

I think Rivian is trying to be helpful and not waste time with a mobile visit. It may be that when a more technical person looked at your original service ticket they realized that a SC would be better equipped to do the kind of repairs that might be needed. I think Rivian's proactive response should be applauded in your case.

As for a loaner, there was never a promise that you would get a Rivian loaner. I've had work trucks from other manufacturers in for service and the dealer will give me a little subcompact or a voucher to rent a subcompact and anything bigger comes out of my wallet. I've always found my service center has worked with me on loaners when im reasonable about my expectations. You might try reaching out to your SC and see if they can work something out to your liking, just dont expect that they can find a Rivian loaner at the drop of a hat

 

[jrmbadger]

The rep would not budge, so I inquired about the availability of a loaner, to which he stated they had more repair customer than loaners, and I would be forced to rent something from enterprise.

In my case, Rivian paid for the rental and Enterprise picked me up. My car was done by the next day so it was only a one day rental.

 

[CosmicRivian]

I suspect you're talking about the Portland Service Center. Good news, the Service Advisors there are super solid and great to work with.

It has been my experience that the Service Centers don't hold loaners for people, and they can't predict when one will be returned, but they will do everything they can to get you into one if there is one available when you arrive.

My advice if you're hoping for a loaner is to get there shortly after they open (or right when they open) because you're more likely to encounter a loaner return from the day before. Portland SC also has Saturday hours, so you could request a drop off on a Saturday morning.

Good luck with it all. Not fun, but given that it's the Portland SC, I have faith they'll take care of you.

Stay adventurous.

 

[Mellowyellow]

I've also gotten EVs from Enterprise.

 

[savethemanual]

The original service advisor was misinformed when he/she scheduled a mobile technician, at least they caught it before that technician came all the way out to your place. It's inconvenient with the distance for sure, but they will get you taken care of.

 

[Dave Cundiff]

Portland SC is about 20 minutes closer to Battle Ground than Tualatin SC. Would Portland be able to handle this repair just as capably? That might help, if your main concern is travel distance/time.

Best wishes!

 

[iansriv]

I would not worry about it. I just booked my annual service. At first they set up a mobile appointment and then asked if I could bring it to the SC (45 minutes away). The reason being that it was a comprehensive service and they wanted to do that at the SC. All my cars SC are about 45-60 minutes away. I just work around that and dont worry about loaner/rental/Uber.

 

[cthelan]

Wondering if anyone has encountered anything similar and might haave any advice for trying to sort it out...

Have encountered the seemingly well-known "clicking" noise in front wheel ends at low speed during acceleration and deceleration from/to a stop. From what I can gather, there are a couple known issues/fixes for this related to axle shafts/hardware.
I called Rivan service and explained the concern, and they scheduled a technician to come to my location to address this, and apparent recalls (the specifics of which they didn't share).
A couple days before my scheduled service, I get a call from Rivian stating they need to cancel the appointment, and I need to re-schedule something at their service center (an hour away in another state). When I asked why, he kept giving me different, unclear versions of "this repair can't be done outside of a service center" which the original rep directly contradicted, and other accounts online have shown to be unlikely/untrue.
The rep would not budge, so I inquired about the availability of a loaner, to which he stated they had more repair customer than loaners, and I would be forced to rent something from enterprise.

My issue is the distance/location of the service center make it nearly impossible to get to without missing work and pay, as well as the possibility of being stuck in some piece of garbage rental from enterprise that I have to pay to dump fuel into while using.

Anyone run into anything similar with Rivian service and find a way around this?

Have had several similar experiences where initial appointment was made as mobile and changed at the last minute to bring it to service center. I too am over 100 miles away and it basically takes away an entire day of messing around driving, charging, getting loaner, driving, charging etc. to get back home, just to have to do it all again in a couple days. Latest was for a simple 12v replacement.

This sort of thing needs to get figured out quickly before R2 launch. We were really hoping to have a service center in our local area by now. It appears the focus has moved away from service in the past year and quality of ownership experience has gone down because of it.

 

[kozak79]

I've had this done on my '22 R1T, and it has to be done at a Rivian service center. For me, they replaced the half shafts and the front subframe, among other parts. I drove over an hour away to get it done. Part of buying a truck without a wide service area.

 

[Weeyam eyesore]

This is not an odd experience. It’s about the typical experience I’ve had.
I live three hours from a service center and this has happened to me before - a mobile appt cancelled just prior to the appt to then schedule an in person visit. I’ve also never received a rivian loaner. Always rental vehicles. Which rivian has paid for which is great.

 

[DuoRivians]

If the half shafts or ting washers are involved, it has to be fixed at a service center

 

[VSG]

The advisers on the phone are just following a script. Once your request gets to the actual service center and they can look up what needs to be done and whether there are any other customer satisfaction campaigns that need to be done on your vehicle, they will give you a better-informed answer. In this case, if they say bring it in, then bring it in.

an hour away in another state

Drama much? It's just across the river. I don't know about you specifically, but having lived near there for many years I know that a LOT of people live in Clark county because there is no WA state income tax, but do all their major shopping across the river in the big city because there is no OR state sales tax. It's hardly an imposition to be asked to travel to "another state" in this case, since many of your neighbors do that frequently and voluntarily. And you knew the service center location when you bought the vehicle, so ...

I inquired about the availability of a loaner, to which he stated they had more repair customer than loaners, and I would be forced to rent something from enterprise

"Loaner" means a Rivian owned by the service center - yes, there are a limited number of those. But they're not going to "force" you to rent something from enterprise - Rivian will pay for the rental (and the gas! Return it empty if you want ...). They'll even give you a ride to Enterprise. Enterprise will allow you to pick which available car you want. In my experience they always have a few EVs handy because no-one really rents the EVs. Or pick something big/small/luxury/etc. If they have it on the lot they will let you have it. All for the same low cost of $0 to you.

 

[forestwalker]

The advisers on the phone are just following a script. Once your request gets to the actual service center and they can look up what needs to be done and whether there are any other customer satisfaction campaigns that need to be done on your vehicle, they will give you a better-informed answer. In this case, if they say bring it in, then bring it in.

Drama much? It's just across the river. I don't know about you specifically, but having lived near there for many years I know that a LOT of people live in Clark county because there is no WA state income tax, but do all their major shopping across the river in the big city because there is no OR state sales tax. It's hardly an imposition to be asked to travel to "another state" in this case, since many of your neighbors do that frequently and voluntarily. And you knew the service center location when you bought the vehicle, so ...


"Loaner" means a Rivian owned by the service center - yes, there are a limited number of those. But they're not going to "force" you to rent something from enterprise - Rivian will pay for the rental (and the gas! Return it empty if you want ...). They'll even give you a ride to Enterprise. Enterprise will allow you to pick which available car you want. In my experience they always have a few EVs handy because no-one really rents the EVs. Or pick something big/small/luxury/etc. If they have it on the lot they will let you have it. All for the same low cost of $0 to you.

Thank you for your very productive and useful input.

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