PPF + QC Issues

[roci2350]

Hey everyone,


I took delivery of my Gen2 R1S in mid-June and noticed some minor QC issues at the time. I scheduled an appointment right away, but the first available slot was 7/22 (dang).


Between then and now, some of the issues have gotten worse...trim lifting, warped pieces, etc. One area in particular, above the R1S liftgate by the sharkfin, has warped more and more over time. It now makes contact with the roof and makes an audible "click" when the liftgate opens. This wasn't an issue on delivery day.


Now here's the pickle I'm in: I had my R1S wrapped by a Certified Rivian Network XPEL installer during the first week of ownership. While wrapping, they noticed a hood alignment issue, which I added to my service request. They didn't wrap the hood and said they'd finish after Rivian fixed the alignment. Pretty thoughtful of them.


They also noted some trim issues were getting worse. At the time, the liftgate problem wasn't as noticeable, but I added their other findings to my service appointment anyway.


When service day arrived a few days ago, the advisor warned me that the liftgate trim issue might require replacing the entire liftgate. Odd, but I'm no mechanic. Of course, this means the new liftgate won't be wrapped. It also means what should've been a 2-3 day job will now take 2+ weeks.


Rivian SC is saying this is my problem and refusing to cover the rewrap cost (of just the liftgate!). I'm arguing that since Rivian cross-marketed XPEL so heavily, I found the installer through Rivian's own website, and this is a warrantable QC issue, they should return the liftgate to its previous condition. I even offered to return the rental car early so they could apply that expense towards the PPF invoice.


If this were damage I caused, or if I'd gone with another brand instead of an XPEL-via-Certified-Rivian-installer, sure, I'd accept it's my problem. But this is a ~$100k+~ (apparently mentioning MSRP is braggadocious) spec brand new R1S with their QC issue.


The estimated cost to rewrap the liftgate area is around $900.


What are your thoughts? I think this is pretty poor customer service and yet another issue in my ever-growing list of problems.


Located in Bellevue, WA

Sponsored

 

[Hereforthesnacks]

It’s an uphill battle to get any manufacturer to pay for an aftermarket change in this type of situation.

My advice to anyone buying a Rivian, if there is anything you do not like, have them fix it before delivery (nearly impossible) or refuse delivery and try again.

Personally, I would not have touched the car with anything aftermarket until all my QC issues were fixed. I am not giving them any reason to deny my fix (I know that is not the issue here).

Sorry you are in this jam.

 

[godfodder0901]

Why do people feel the need to call out how much they paid for a vehicle? Like it means they shouldn't have to be subjected to issues, while peasants in Kia's should be expected to deal with it? If the issue requires you qualifying it by stating how much money you spent, then it's not an issue.

 

[roci2350]

Why do people feel the need to call out how much they paid for a vehicle? Like it means they shouldn't have to be subjected to issues, while peasants in Kia's should be expected to deal with it? If the issue requires you qualifying it by stating how much money you spent, then it's not an issue.

quality of service is often correlated with the price of a car. not always, but often

 

[godfodder0901]

quality of service is often correlated with the price of a car. not always, but often

Maybe, if we were in Rolls-Royce or Maybach territory. But at $100k, you just sound braggadocious.

 

[roci2350]

It’s an uphill battle to get any manufacturer to pay for an aftermarket change in this type of situation.

My advice to anyone buying a Rivian, if there is anything you do not like, have them fix it before delivery (nearly impossible) or refuse delivery and try again.

I don't feel like there was much of an option with how aggressive some of their promos were with required "customer takes delivery by <date>".

Personally, I would not have touched the car with anything aftermarket until all my QC issues were fixed. I am not giving them any reason to deny my fix (I know that is not the issue here).

The trouble is that sometimes QC issues aren't apparent until some time or usage has passed. It seems incredibly arbitrary in practice to define a _safe_ waiting period. A day? a week? 1000 miles? at a certain point it's just "wear and tear".

It might take a few days or weeks to find out adhesive fails, or an actuator is problematic (one of my side mirrors is messed up).

If these _basic_ QC issues were handled at the factory, like so many people in here agree with, instead of shifting the burden to overworked SC's, then this wouldnt have been an issue.

I did note that big QC issues like the hood alignment - that wasn't wrapped, pending a fix. How am I reasonably supposed to know that a trim piece ends up necessitating replacing an _entire liftgate_?

 

[roci2350]

Maybe, if we were in Rolls-Royce or Maybach territory. But at $100k, you just sound braggadocious.

That's fine, and you are entitled to your opinion. I hope you have high standards for yourself.

 

[Kelvn]

For what it’s worth, i had my chrome trim blacked out on my R1S, Rivian SC had to remove and replace that trim. They reimbursed me for the cost of the rewrap.

and I just picked my rivian up for the same Liftgate issue. When it gets hot the plastic panel expands and it would make the contact. They adjusted the Liftgate and it’s got more clearance now.

 

[roci2350]

For what it’s worth, i had my chrome trim blacked out on my R1S, Rivian SC had to remove and replace that trim. They reimbursed me for the cost of the rewrap.

and I just picked my rivian up for the same Liftgate issue. When it gets hot the plastic panel expands and it would make the contact. They adjusted the Liftgate and it’s got more clearance now.

Thanks for the validation! Sounds like your SC worked with you and provided great customer service.

 

[roci2350]

FWIW this is the issue. how this necessitates an entire liftgate is beyond me.

 

[Hereforthesnacks]

I don't feel like there was much of an option with how aggressive some of their promos were with required "customer takes delivery by <date>".



The trouble is that sometimes QC issues aren't apparent until some time or usage has passed. It seems incredibly arbitrary in practice to define a _safe_ waiting period. A day? a week? 1000 miles? at a certain point it's just "wear and tear".

It might take a few days or weeks to find out adhesive fails, or an actuator is problematic (one of my side mirrors is messed up).

If these _basic_ QC issues were handled at the factory, like so many people in here agree with, instead of shifting the burden to overworked SC's, then this wouldnt have been an issue.

I did note that big QC issues like the hood alignment - that wasn't wrapped, pending a fix. How am I reasonably supposed to know that a trim piece ends up necessitating replacing an _entire liftgate_?

I’m with you. I’m just saying that’s kind of the way you have to operate.

The fact that you can’t test drive the vehicle you are buying before buying it is insane. I cannot fathom why they still have this practice.

 

[HeyEllwood]

Ah. Mine clicks every so often. I’ve just lived with it. Maybe I’ll put in a ticket to see how long it’ll take. But eh.

I’m in agreement with the not doing anything aftermarket to a car that might have any issues. Glad you had them wait on doing the hood. Wouldn’t want you to have to pay for both things. Ooof. Sorry you’re in this pickle .

 

[bigsky]

Rivian should do the right thing and cover your PPF replacement. Stay on Rivian and do not let up. Escalate if you need to. Such is what I did.

Like you, a professional installer wrapped my entire R1S with XPEL and ceramic coating.

My R1S rear door had to be replaced under warranty. PPF had to come off the rear quarter panel and passenger door also for paint color blending. Rivian paid for PPF and ceramic coating reapplication and also provided yet another set of RIVIAN badging for pass. door. Rivian regional manager got involved. $4.5k+ for the PPF job; Rivian fully covered it.

 

[bigsky]

It’s an uphill battle to get any manufacturer to pay for an aftermarket change in this type of situation.

My advice to anyone buying a Rivian, if there is anything you do not like, have them fix it before delivery (nearly impossible) or refuse delivery and try again.

Personally, I would not have touched the car with anything aftermarket until all my QC issues were fixed. I am not giving them any reason to deny my fix (I know that is not the issue here).

Sorry you are in this jam.

From my experience, both Tesla and Rivian have been outstanding, excellent in covering and addressing any and all issues found after delivery, not even the slightest hassle. Heck, Tesla even took care of an issue I found on my vehicle some 3.5 years after delivery. Fixed gratis, no questions asked. When Tesla replaced windshield two years ago, it damaged a spot on my dash. Brushed it off forever, but brought it up during SC visit last December. Tesla replaced the damaged part--same ritual, no questions asked, no hassle, gratis.

Sponsored