<rant> Service communication lacking woefully

[Rivian-E]

I scheduled an appointment for routine service to be completed yesterday. The request was for a State Safety Inspection and to have the wiper blades replaced. As part of the scheduled service, there were two recalls that were added to the appointment.

About 2-3 hours after dropping my vehicle off, I was notified that the rear wiper arm was cracked and would need to be replaced. I was told the part was ordered, was expected to be here today, and all work was expected to be wrapped up today.

Approx. 2 hours before the Service Center was scheduled to close today, I messaged in the app to see if my vehicle was ready. No answer.
Approx. 1 hour later, I messaged again. No answer.
I called the service phone number to see if they could get in touch with the Service Center. They advised me there were no service advisors expected at the location.

I decided to drive over to the service center (it’s only about 15 minutes from my house). There was one sales person in the location and that’s it. He told me there was nothing he could do, no information he could provide me, nothing but wait until Monday for an update.

The fact that they have my vehicle and I have no way to get any type of information or an update is absolutely mind-boggling. That plus the failed promises of completion timeline just continue to show how much Rivian Service needs to improve (and quickly if they are going to see R2s en masse).

And while it's a first world problem, another crappy thing is there were no loaner vehicles so I have the crappiest sedan from Enterprise as a loaner/rental. It's such a horrible driving experience.

</rant>

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[waitingonanr1s]

Service center varies widely by location. Some are excellent, others not so much. Which location was this?

 

[bigsky]

In other news, in the odd times my glorious Teslas ever needed any type of service, not only did I get and there always was a Tesla loaner waiting for me, Tesla even gave (default) free supercharging for my loaner at Tesla chargers.
I once got a Rivian loaner while my R1S was in service. Free electricity at RAN chargers for it? ROFLMAO. It was a you-are-on-your-own for loaner charging expenses.
'Nuff said.

 

[Rivian-E]

In other news, in the odd times my glorious Teslas ever needed any type of service, not only did I get and there always was a Tesla loaner waiting for me, Tesla even gave (default) free supercharging for my loaner at Tesla chargers.
I once got a Rivian loaner while my R1S was in service. Free electricity at RAN chargers for it? ROFLMAO. It was a you-are-on-your-own for loaner charging expenses.
'Nuff said.

while I would’ve liked to have gotten a Rivian loaner, the Service Center has 15 and they were all being used. I can’t be too upset that they don’t keep more than 15 around (as that is a lot of overhead). Giving free charging is a gimmick on Telsas part imo. I don’t expect a company to pay for the fuel I was already going to be using had I had my own vehicle. The only thing I could see expecting was some comp for the distance to and from the service center but even that’s a little much to ask for…part of the cost of maintaining a vehicle.

 

[Rivian-E]

Service center varies widely by location. Some are excellent, others not so much. Which location was this?

Richmond, Va

 

[waitingonanr1s]

while I would’ve liked to have gotten a Rivian loaner, the Service Center has 15 and they were all being used. I can’t be too upset that they don’t keep more than 15 around (as that is a lot of overhead). Giving free charging is a gimmick on Telsas part imo. I don’t expect a company to pay for the fuel I was already going to be using had I had my own vehicle. The only thing I could see expecting was some comp for the distance to and from the service center but even that’s a little much to ask for…part of the cost of maintaining a vehicle.

You usually can return the loaner at any charge level, so you effectively get at least some free juice. Same for gas or ev rentals from Enterprise - you don't have to fill it up when returned. Rivian gets charged for any refueling cost.

Sorry your SC is a dud - 3 out of the 4 I've used have been great. Phoenix, AZ was horrible, although I understand from talking with other SC's there's been some restructuring/restaffing done at that SC, so may not be an issue anymore. Your experience isn't typical.

 

[Dark-Fx]

You usually can return the loaner at any charge level, so you effectively get at least some free juice.

This is true. Rivian had a loaner for me that was literally just returned. Said I could have it but it was only like 30% charged. That was enough for me to go through my day and get home so I accepted.

My local SC is usually pretty good about communicating, but if there's not a service dispatcher there, I am not sure what anyone could expect from them.

My local GMC dealer says on their website that service is open on Saturday. I found out it was a lie after getting dropped off there to pick up my vehicle once. Only the quick oil change stuff is open on Saturday. I complained. Website still says service is open Saturday.

 

[bigsky]

while I would’ve liked to have gotten a Rivian loaner, the Service Center has 15 and they were all being used. I can’t be too upset that they don’t keep more than 15 around (as that is a lot of overhead). Giving free charging is a gimmick on Telsas part imo. I don’t expect a company to pay for the fuel I was already going to be using had I had my own vehicle. The only thing I could see expecting was some comp for the distance to and from the service center but even that’s a little much to ask for…part of the cost of maintaining a vehicle.

Even if a gimmick, the point is that Tesla not only gives you a Tesla loaner, it even gives you free juice as well!
Only a fool does not accept free money.
I get the impression that some folks seem to not want to burden further poor, "broke" Rivian. Rivian is doing fine regardless.
In the grand scheme of things, Rivian's financial situation, indeed Tesla's also are NONE of my concerns. What matters to me shall always be looking out for number one.

This would be akin to me not wanting to take advantage of my forever-free Tesla supercharging for my Tesla Raven because I would not want to "burden" Tesla. LOL. Total bullshit just the same.

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