Rivian Horrible customer/Service support

[goldburger]

Rivian Customer service is horrible, everything they say is reset/restart for any issue. No proper solution. Rivian App planner does not work on Samsung phones, they ask to reset the vehicle, no idea sometimes what they talk. I had a small scratch on driver side at delivery, which they tried to buffing at my home, did not work. Proximity sensor is a big joke, I need to turn off at my home is not a convenient feature otherwise it keeps locking/unlocking when I walk in the garage. I think based on few conversions with Rivian service contacts, the people here in this forum I feel have better knowledge than the customer service/service center. Sorry my experience is not that great.

The title of this thread makes it sound like this thread is about you being a horrible customer and also about service support dealing with you as a horrible customer.

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[Electrified Outdoors]

Rivian Customer service is horrible, everything they say is reset/restart for any issue. No proper solution. Rivian App planner does not work on Samsung phones, they ask to reset the vehicle, no idea sometimes what they talk. I had a small scratch on driver side at delivery, which they tried to buffing at my home, did not work. Proximity sensor is a big joke, I need to turn off at my home is not a convenient feature otherwise it keeps locking/unlocking when I walk in the garage. I think based on few conversions with Rivian service contacts, the people here in this forum I feel have better knowledge than the customer service/service center. Sorry my experience is not that great.

They are following a script. They are required to do this or they get into trouble with their boss. It's a process.

I hear your disappointed and I get it. Best advice is to be calmly persistent with Rivian. Clearly state the problem and what you expect the resolution to be.

Rivian is actually much better than Tesla was at this stage.

 

[Mandalorian]

My experience with customer service has been mixed. While it hasn't been outright negative, there is certainly room for improvement. Notably, I have never managed to speak directly with my assigned Rivian Guide, despite multiple attempts. Each time I've reached out via email, my queries have been addressed by different representatives, which has hindered a consistent line of communication. Additionally, when I've resorted to phone calls, the wait times have been somewhat lengthy, extending up to 10 minutes on occasion.

 

[Zeusy Zeus]

Yeah the more I read these posts the more I’m thankful I held off on my purchase with Rivian. I love the company and what they want to achieve but their QC is terrible so I was scared shitless of their service. Best of luck.

 

[GHuff]

I think based on few conversions with Rivian service contacts, the people here in this forum I feel have better knowledge than the customer service/service center.

This is true.

 

[moosetags]

We have had good experience with Customer Service when we had to reestablish my phone as a PAAK. As far as Service Center visits, we have not had any. We are 300 miles form the nearest SC. We sure wish that they would establish something closer of expand the reach of their mobile service.

Brian

 

[defcon888]

Rivian Customer service is horrible, everything they say is reset/restart for any issue. No proper solution. Rivian App planner does not work on Samsung phones, they ask to reset the vehicle, no idea sometimes what they talk. I had a small scratch on driver side at delivery, which they tried to buffing at my home, did not work. Proximity sensor is a big joke, I need to turn off at my home is not a convenient feature otherwise it keeps locking/unlocking when I walk in the garage. I think based on few conversions with Rivian service contacts, the people here in this forum I feel have better knowledge than the customer service/service center. Sorry my experience is not that great.

I was an Android devotee for 10+ years and then I switched to Apple for the simple fact that it worked better in my car at the time (RAV4).

I have had zero issues with the app, the phone or adding stops in the navigation since the latest update has been perfect.

Sometimes you have to reboot things. I hooked up 4 printers at work yesterday that had IP addresses assigned to them. After I entered the Default Gateway, Subnet Mask, and IP addresses, I had to shut them off and then back on. This pulled the information from our servers.

When I have helped people with computer issues the first thing I ask them is "Did you reboot your computer?". The response I get back most of the time is "I spent X amount of dollars on this, I shouldn't have to". I then say "Well, my work here is done". Unless someone is militant against doing something, then that person can't complain. I guarantee that Rivian CS is reading from a script and gets updates regularly from the knowledge base documentation. Most of the time, unless you are willing to do what they are asking (no matter how ridiculous it sounds), they can't and probably won't escalate it further.


Proximity settings can be shut off when you are at home....it worked for me.

Some things you will have to make an appointment to get fixed. This is true with pretty much any service these days. I made an appointment to get a couple of MINOR things fixed. I made the appointment back in October and the soonest appt. for NON emergency issues is Jan. 9th. I am ok with that because I am driving my R1T without issue.

 

[goldburger]

Yeah the more I read these posts the more I’m thankful I held off on my purchase with Rivian. I love the company and what they want to achieve but their QC is terrible so I was scared shitless of their service. Best of luck.

Most people who post reviews post bad reviews. Online reviews are not a good representative sample of anything.

I got my truck Xmas day 2022 and in spite of some minor repairs the main constant has been the absolutely stellar service from Rivian. So glad to have had the opportunity to put on 17k miles in the last year and looking forward to many many more to come.

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