R1S Delivery/Pickup went sideways in a hurry

[andrewgrhogg]

Went to the south san fran pickup location on Utah avenue, near the airport, to pick up our new R1S Dual Max. We live in San Jose but they wanted to charge $350 to move the vehicle from SF to SJ so we just uber-ed up to pick it up.

Check out went well - only thing i could find wrong was the drivers side button to open the center arm rest console. Didn't work. Took delivery. Wife needed to pee, service rep took her back to show here where it was. I stayed in car and jumped out to have a final look around. The compressor in the front sounded like a jet engine. Now im thinking "i know those are loud but this is ridiculous". Got back in, turned the AC off to make sure it was the compressor. Noise went away. Turned AC back on - no noise. OK great. But wait....theres no cold air coming out the vents. Hmmm. Wife comes back, tell the service rep, he calls over a tech, they take the car back into the service area. Blown AC hose - manufacturing defect, had a large bubble in it that burst.

They were great about it, but probably because i also didn't have a hissy fit. I got the impression they're used to having people be a little less tolerant, which i can see if you've just spent $100k on a car and it doesn't work! They're keeping the car, ordered the new part, should have it done middle of next week, and then will deliver it to my house in San Jose. They paid for an Uber back home, and threw in a set of roof racks for free for my trouble! Thats what i call customer service...

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[mkg3]

And this is just an example why Rivian service needs improvement. Cost of Uber and the free roof rack is a loss to Rivian.

The AC hose sissue would have come up in the complete check prior to the delivery. If they ran the AC, then they would have fixed the issue, not have to pay for your Uber and give away roof rack.

You call it great customer service, I call it poor delivery inspection. Another reason why Rivian is not profitable business still....

 

[andrewgrhogg]

Well to be fair the AC worked great for about 10 minutes...and then it failed. So this was probably just a bad part or a bad install that wasn't going to get caught until enough refrigerant leaked out.

 

[COdogman]

From the title I thought this was going to be a winter weather driving story ?‍

 

[CarGuyCarl]

And this is just an example why Rivian service needs improvement. Cost of Uber and the free roof rack is a loss to Rivian.

The AC hose sissue would have come up in the complete check prior to the delivery. If they ran the AC, then they would have fixed the issue, not have to pay for your Uber and give away roof rack.

You call it great customer service, I call it poor delivery inspection. Another reason why Rivian is not profitable business still....

This doesn't sound like something that could have been caught in a predelivery inspection. It probably worked just fine. It sucks, but it happens. At least OP kept it together and Rivian did their best to make it right. Yes it's a loss for the company, but based on my experience at other EV companies, at least they did give him some stuff to make up for the customer experience.

 

[Riviot]

From the title I thought this was going to be a winter weather driving story ?‍

I was hoping for another one of these ):

 

[COdogman]

I was hoping for another one of these ):

I often wonder how that guy’s 1 man safety recall for rollover risk is going ?

 

[iansriv]

Andy-love your attitude. The SC did the best they could. It's a shame that the QC process is not what it should be. For the volume Rivian is doing, there shouldn't be these types of issues. All the best.

 

[savethemanual]

I sure hope they have some sort of system internally that can report the defective AC hose to the supplier.

 

[lefkonj]

seems like great customer service. Vehicles have problems that is just a fact of life. How people respond to it is the challenge? Customers don't always have to be jerks and customer service doesn't always have to suck.

 

[FooF]

Or one of these

 

[Electrified Outdoors]

Nothing worse than a wife with a full bladder. I speak from experience. Always stop. ?

 

[PeterSK]

I sure hope they have some sort of system internally that can report the defective AC hose to the supplier.

I expect they do - and they probably charge at least the repair cost back to them.

 

[Riviot]

Or one of these

"Who's a cute Rivian?? You're a cute Rivian! You want a belly rub??? Awww so cute!"

 

[RexRemus]

I was hoping for another one of these ):

I love that this will forever be a thing. I am delighted every time I see it make an appearance in a post - any post.

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