Positive Rivian Service Center Experience

[oskeei]

Had to take my S in to get CAN issue resolved. I was upfront and let Rivian know what I did and what I needed help with. After I put in my ticket, I got a call asking me for more details. Thought there was a chance they would say I messed with something I wasn't suppose to mess with and Rivian couldn't do anything to resolve an issue they could say was caused by a third party hardware (I was install a Comma.ai harness and unit).

Instead they told me they could move my appointment UP so I could get the issue resolved. I kept my original appointment (8 calendar days from issue). Brought in the S and they did not give me a hard time and gave me a S loaner. My estimate was for $600 for repair. I got a call six hours later to say the S was ready and I could come back at my convenience to pick it up. Even more surprising they said the cost was only $400 to diagnose and get the issue resolved. Even if it was simply plugging the CAN cable back in, they could easily have made the experience more difficult with me trying to plug in 3rd party hardware. I'm guessing I was only billed for diagnostic.

When I picked up the S, it was after hours so the tech drove it back for me. His only words to me were that I needed to be careful with all the cables. Through this and previous experience I was made to feel like a VIP and the process was full service. In a previous service appointment, Rivian even offered to drive the 70 miles to drop off my S and pick up the loaner.

Not taking anything away from those that have had a negative experience, but want to share that Rivian IS trying. I've not had this experience with any of my Hondas, Kias, or GM products. I believe Rivian service is pivoting to try to make things better and they are not blind to issues folks are having.

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[topracer]

Hi @oskeei , could you share details about the original CAN issue or symptom you experienced?

Was the solution related to fixing a loose Comma.ai plug connected to the onboard AXM?

 

[oskeei]

After I plugged the Coma harness in, Rivian gave error message that Driver+ was unavailable. Can not recall the exact messages (but reboots did not resolve issue). No motor fault errors like was recently shared.

Per the service note, resolution was to reconnect the CAN cable. No errors since it was resolved last May.

 

[Ecupip]

Did you abandon the comma before you went to the SC or did they work with it and connect the cables properly?

 

[oskeei]

Did you abandon the comma before you went to the SC or did they work with it and connect the cables properly?

I pulled the original harness after a lot of troubleshooting and tried top reconnect the Rivian CAN cable. That is where I got stuck as I couldn't get the original cable connected. I did not ask Rivian, but I do not think Rivian would be willing to try to connect the Comma harness cable. I suspect I had a defective part somewhere (junction box, USB or harness) in the hookup, but didn't go to the step to diagnosis to validate.

There was no damage to the harness and I confirmed it was securely seated to the Rivian CAN so I don't think it was harness installation error.

I was and currently using the 3x in my Honda with zero issue so know my unit is good.

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