Powered Tonneau 'We Owe' Installations

[RWerksman]

I was just about to post an update.

I called in today. Gentleman who answered was nice but had no idea what was going on. Told me, "I'm going to send this back to the Tonneau team".

In response, I asked, "you're going to just kick this back to the Cleveland SC because you don't know what happened or why no one has called me, right?"

"Um, yeah" was what I got back.


No additional update since then. Needless to say, my December 6th date (texted about, but never officially scheduled) is likely DOA. I'm now at two tickets, two text messages, and one call with nothing to show for it. I'd really like to have this done before I travel for the holidays.


This is fine.

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[jasonthepro]

Well crap I took delivery last week with a promise to replace the broken one for free. I'm guessing it's not getting fixed anytime soon next year?

 

[ATL_Canes]

Similar story as others... May '24 delivery without the cover, and then have had several appointments cancelled and rescheduled (Aug, then Oct, then Nov). Currently have an appointment for Dec. 3rd - we'll see if it holds.

One thought I had was just punting on the cover and trying to use that value to get some accessories instead. Has anyone tried that? I asked on the last call, and they said to discuss that with the service center. I have not had a chance to do that yet.

Update - my Dec. appointment held up and they installed the cover today. It sounds just like the original. But glad to have it on there! So that's about 6 months from delivery (with IOU) to installation.

 

[RWerksman]

Another update:

No call back from early this week, and I noticed my second ticket was closed, so I called in again today.

I now have an official appointment on December 30th, which is fine, I guess. They had an optional appointment on December 20th but considering that was a Friday right before the holiday week where I'll be traveling, I thought it was best to just delay. No details as to what happened with the first or second ticket, and the rep hung up on me toward the end of the call.

For those who are tracking - "Fall" install date is actually after Christmas. This tentative appointment only required 2 tickets, 3 text messages, 2 calls in, and a single hang up.

I can't wait to drive nearly 3 hours one way to get this taken care of.

 

[onesoil]

I purchased my second R1T in May and the powered tonneau, while included, wasn't available. Rivian gave me a 'we owe' slip for it and a rough estimate of 'fall' on paper and a verbal estimate of 'probably around September'. I know there have been some delays due to wiring harness production, but I've already read about folks here and elsewhere with later delivery dates having it installed.

For folks with an owed powered tonneau (not a broken replacement), what's your 'sitch? When was your truck delivered and where did your install happen or what's the latest you were told? I just reached out and I'm looking to compare what they tell me with what they've been telling yinz.

We took delivery of one truck in early/mid July, and another one in early August. Both are leased 2024 R1Ts that didn’t come with Tonneau covers installed in the factory. These are our third and fourth R1Ts—the first two being 2022s (a launch truck and a Demo), which came with Gen 1 Tonneau covers (both of which have now been replaced).

We were told September when we leased the trucks. That then got pushed to October, and then finally rescheduled with a whole bunch of other service work for all 4 trucks through October and into the most of November (the last truck came back on Nov. 21st).

I was pretty on the Chelsea SC for months to get all the service work coordinated and timed (including three tonneau installs/replacements), but I try to be as realistic and reasonable as possible while still being very persistent when/as needed. Chelsea has been great, but there are still a lot of inefficiencies and what often feels like too many cooks in the kitchen (from scheduling, coordination of loaner/transport, logistics, actual service and service communication, etc.). I would guess that I’ve had about 20-30 phone calls with various people at the SC over the past three months getting our mini fleet all sorted (everything from CV replacements, brakes, dampers, multiple alignments, jounce lines, tonneau covers, radar sensors, cameras, panel/hinge/closure alignment, all sorts of noises, and many more things across the several trucks). It gets particularly difficult/confusing when 4 different VINs are involved with one account, all needing work, but at least everyone is pleasant and trying their best (though mistakes are still fairly common).

I guess my advice is to be a very polite very squeaky wheel. And don’t waste your time with “the mothership” (my nickname) for the 855RIVIAN5 people. Just call that number and tell them you need to speak directly with someone at your SC (insist if need be). They rarely are as up to speed as people at the SC, as nice/hard working as they may be. The systems are just too fragmented, unfortunately. But YMMV (it seems like the experience varies widely from SC to SC).

I even had my tonneau re-installed by two mobile techs after the screwed up my first install (broke the first use). The two mobile techs did a fantastic job, and mine is now the smoothest operating (most aligned) of the four we have. Prior to this latest field service, everyone had told us it “can’t be done” in the field. But when they came out to redo my tonneau a couple weeks ago, one of the techs said he’d been doing them in the field for over a year ??‍

 

[RWerksman]

I was told that it couldn't be done in the field. Full stop.

 

[onesoil]

I was told that it couldn't be done in the field. Full stop.

I was too! I asked several times since we’re 3+ hours away from the SC depending on Boston traffic. That was the answer until they completely botched a bunch of work on my truck and it failed the first time I went to use it right in front of the guy who’d driven my truck two hours to meet me in the middle with the next truck that was going down to the SC ??

The service manager then sent someone with a lot of experience from RI to help the VT mobile tech, since the VT tech was newer and didn’t feel comfortable/confident he could do one in the field.

 

[BigE]

We ordered our second R1T in late May, with delivery in early June. PTC was included but not installed. Rivian said it would probably be installed in September. This was then delayed until October, and it was finally installed on November 30th. Hopefully, the supply is now better. Looking at the 2025 on the lot, they all had PTC installed and ready for delivery. A few were DM with most others being Tri's.

 

[misterturbo]

Mid-May delivery for me, and 'we owe' tonneau install in early August.

I did have to pester them a bit to get an appointment on the books, but they delivered it as promised. Tonneau operation has been flawless for me thus far (minus all the very loose bolts in the bed I had to snug down after the install).

 

[doit82]

I was too! I asked several times since we’re 3+ hours away from the SC depending on Boston traffic. That was the answer until they completely botched a bunch of work on my truck and it failed the first time I went to use it right in front of the guy who’d driven my truck two hours to meet me in the middle with the next truck that was going down to the SC ??

The service manager then sent someone with a lot of experience from RI to help the VT mobile tech, since the VT tech was newer and didn’t feel comfortable/confident he could do one in the field.

FYI, @onesoil, montreal now has a service center so that may be a better option for any future SC visits you need. I am headed up there monday to have my PTC finally installed on my lease from May. They are far less overwhelmed than boston as indicated by their appointment availability. Will let you know how it goes.

 

[windblowlc]

I put in a service request for a stuck PTC and then called to schedule a replacement and within a week had mine replaced at the newly opened Columbus SC this summer. I'm now trading the Quad in for a Tri in a few days and told myself they can keep the new Tri unless PTC comes with it. But from all accounts the 2025s all come installed so I may have to drive the new one home. Lucky me!

 

[cjones1130]

We ordered our second R1T in late May, with delivery in early June. PTC was included but not installed. Rivian said it would probably be installed in September. This was then delayed until October, and it was finally installed on November 30th. Hopefully, the supply is now better. Looking at the 2025 on the lot, they all had PTC installed and ready for delivery. A few were DM with most others being Tri's.

Was your truck "pre-wired" (w/buttons) on delivery?

 

[BigE]

Was your truck "pre-wired" (w/buttons) on delivery?

No. I think the package for when Rivian does the install, contains new upper edge side rails, etc. We only had the drop tailgate button and the gear tunnel buttons. But now have the PTC buttons after installation.

 

[doit82]

FYI, @onesoil, montreal now has a service center so that may be a better option for any future SC visits you need. I am headed up there monday to have my PTC finally installed on my lease from May. They are far less overwhelmed than boston as indicated by their appointment availability. Will let you know how it goes.

My tonneau was successfully installed at the Montreal SC. Extremely easy, told me 4 hours and finished in 3.5. Night and day compared to going to Boston where everything was very hectic. Extremely happy to know i have this option now if i do need a SC visit.

 

[millersntx]

I took delivery in Aug 2024 and just had mine installed Jan 9, 2025. Have to say it's nice. Hope it holds up.

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