booslim45
Well-Known Member
- First Name
- Patrick
- Joined
- Mar 24, 2023
- Threads
- 7
- Messages
- 103
- Reaction score
- 110
- Location
- Princeton, NJ
- Vehicles
- R1T
- Thread starter
- #1
9/6/23 update
Went to pick up the car and wow! they have really lost it. They used string to fix a broken clip. Plus my guide has ghosted me. Skipped our scheduled call and does not respond to text.
The suspension rattle has gotten worse and there is now a high-pitched whining noise coming from the motors. I submitted a service ticket for both issues.
Hi everyone,
I just wanted to share our service experience in case it helps anyone here.
The takeaways are:
Always double-check everything you put on your service ticket to make sure it’s been addressed.
Follow your gut if you feel somethings is wrong with your R1.
Never compromise on your standards when they give you back your R1 in worse condition than you gave it to them.
My wife and I have been reservation holders since day one and believe in what Rivian is doing. We have had some very poor experiences with the Service department in Brooklyn. We live 2 hours from the CS so it is not an easy commute.
We had to take three trips to Brooklyn for all these service items and we are very frustrated with the service department at this point.
All service issues were submitted with pictures and videos
Rattling from driver side suspension on every type of road. This has been happening since day one of owning the vehicle and we have owned it for three months.
Rattling from speakers.
Keyfob battery replaced at least twice every month month with proximity unlock turned off.
Unsecured underbody plastic trims on the driver and passenger side.
We made our first appointment to have the speaker rattling and suspension rattling over bumps addressed. Drove two hours there, went for a test drive with the tech only for him to tell me he does not hear or feel the rattling and that it was “within spec.” I knew at that point he had just come from Tesla. And he admitted he has just started working for Rivian from Tesla. I played music for him to hear the speaker rattle which he acknowledged. We got an enterprise loaner and one week later we got a call that our car was ready. No one called during the service to even tell us anything. We get to the service center and they tell us that they never said they heard any rattle in the speaker so they didn’t address it. Then they said the suspension rattle is normal for the truck. This rattle to me feels like it’s a loose shaft or something like that.
We take the R1T home feeling the rattling the whole time driving through Brooklyn. I decided to give them a break on the rattle because I didn’t have another R1T to compare it to. Then I drove my friend’s R1T and it had no rattling. I then submitted another service ticket for unsecured underbody trims that rattle and the suspension rattle because it was getting worse. I had also found that the speaker rattle was coming from the subwoofer because it was missing clips. Drove another two hours to drop of the car. Showed them everything, went for a test drive and the tech felt rattling and said they would look into it. We got a loaner R1T that had zero rattling. Went to test the R1S with 20” rims like ours at the Manhattan Rivian Hub and it had zero rattles.
Complete radio silence for a week again then I suddenly get a call that my car is ready. They wenr over all the service items and said they were done but the rattling was something none of the techs could notice when they drove the truck. The person on the phone told me that he trusts his technicians more than me because they drive Rivians all day and know the vehicle inside and out. At this point, I was upset and told them I would come pick up the car.
I drove two hours there again to pick up the car and it was extremely disappointing. The loose under-body side trims were not secured like they said they had done. My Ocean Coast seats were filthy brown, the driver side A pillar trim was falling off, the sun visors and headliners were all brown from dirty hands. And the suspension rattle was still there. I went for a drive with the only tech there to show him that the rattling was still there. He told me “it’s the kinetic suspension” and “American cars are made from different metal than European cars so they have a lot of rattles.” He then continued to tell me that all the cars are built differently and that all Rivians have the rattling and that its normal. At this point my “former Tesla” tech antenna went up and low and behold my suspicions were confirmed. To be honest Tesla has moved passed the “it is within spec” line. They have continued to address everything on my Model 3 with no hesitation or back and forth.
I showed the service advisor the filthy interior, the incomplete service items and all the trim pieces falling. He apologized and said he can’t let me take the car home in its current state. So he let me take the Rivian loaner back home. The rattle is the major issue and I worry it will get worse over time. I have now reached out to the customer engagement team in the hopes that they can make this right after the holidays. I have an R1S on reservation and I am ready to buy another R1T from Rivian if it means trading in our current one. Just as long as I can test drive it for rattles before taking it home.
You are not crazy for expecting your $80K truck to not have rattles, always double-check your service items and trust your gut.
Went to pick up the car and wow! they have really lost it. They used string to fix a broken clip. Plus my guide has ghosted me. Skipped our scheduled call and does not respond to text.
The suspension rattle has gotten worse and there is now a high-pitched whining noise coming from the motors. I submitted a service ticket for both issues.
Hi everyone,
I just wanted to share our service experience in case it helps anyone here.
The takeaways are:
Always double-check everything you put on your service ticket to make sure it’s been addressed.
Follow your gut if you feel somethings is wrong with your R1.
Never compromise on your standards when they give you back your R1 in worse condition than you gave it to them.
My wife and I have been reservation holders since day one and believe in what Rivian is doing. We have had some very poor experiences with the Service department in Brooklyn. We live 2 hours from the CS so it is not an easy commute.
We had to take three trips to Brooklyn for all these service items and we are very frustrated with the service department at this point.
All service issues were submitted with pictures and videos
Rattling from driver side suspension on every type of road. This has been happening since day one of owning the vehicle and we have owned it for three months.
Rattling from speakers.
Keyfob battery replaced at least twice every month month with proximity unlock turned off.
Unsecured underbody plastic trims on the driver and passenger side.
We made our first appointment to have the speaker rattling and suspension rattling over bumps addressed. Drove two hours there, went for a test drive with the tech only for him to tell me he does not hear or feel the rattling and that it was “within spec.” I knew at that point he had just come from Tesla. And he admitted he has just started working for Rivian from Tesla. I played music for him to hear the speaker rattle which he acknowledged. We got an enterprise loaner and one week later we got a call that our car was ready. No one called during the service to even tell us anything. We get to the service center and they tell us that they never said they heard any rattle in the speaker so they didn’t address it. Then they said the suspension rattle is normal for the truck. This rattle to me feels like it’s a loose shaft or something like that.
We take the R1T home feeling the rattling the whole time driving through Brooklyn. I decided to give them a break on the rattle because I didn’t have another R1T to compare it to. Then I drove my friend’s R1T and it had no rattling. I then submitted another service ticket for unsecured underbody trims that rattle and the suspension rattle because it was getting worse. I had also found that the speaker rattle was coming from the subwoofer because it was missing clips. Drove another two hours to drop of the car. Showed them everything, went for a test drive and the tech felt rattling and said they would look into it. We got a loaner R1T that had zero rattling. Went to test the R1S with 20” rims like ours at the Manhattan Rivian Hub and it had zero rattles.
Complete radio silence for a week again then I suddenly get a call that my car is ready. They wenr over all the service items and said they were done but the rattling was something none of the techs could notice when they drove the truck. The person on the phone told me that he trusts his technicians more than me because they drive Rivians all day and know the vehicle inside and out. At this point, I was upset and told them I would come pick up the car.
I drove two hours there again to pick up the car and it was extremely disappointing. The loose under-body side trims were not secured like they said they had done. My Ocean Coast seats were filthy brown, the driver side A pillar trim was falling off, the sun visors and headliners were all brown from dirty hands. And the suspension rattle was still there. I went for a drive with the only tech there to show him that the rattling was still there. He told me “it’s the kinetic suspension” and “American cars are made from different metal than European cars so they have a lot of rattles.” He then continued to tell me that all the cars are built differently and that all Rivians have the rattling and that its normal. At this point my “former Tesla” tech antenna went up and low and behold my suspicions were confirmed. To be honest Tesla has moved passed the “it is within spec” line. They have continued to address everything on my Model 3 with no hesitation or back and forth.
I showed the service advisor the filthy interior, the incomplete service items and all the trim pieces falling. He apologized and said he can’t let me take the car home in its current state. So he let me take the Rivian loaner back home. The rattle is the major issue and I worry it will get worse over time. I have now reached out to the customer engagement team in the hopes that they can make this right after the holidays. I have an R1S on reservation and I am ready to buy another R1T from Rivian if it means trading in our current one. Just as long as I can test drive it for rattles before taking it home.
You are not crazy for expecting your $80K truck to not have rattles, always double-check your service items and trust your gut.
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