Rivian Overseas Service

[wicked2112]

Dear Rivian Service,

We are a group on Rivian owners located in the Cayman Islands. There are 6 Rivian’s on island, and the owners communicate regularly via chat group. We love our vehicles, and what Rivian stands for as a company. Many of us would like to purchase a second Rivian or reserve an R2, but cannot under the present circumstances.

We all assumed a certain level of risk when we exported our vehicles overseas. Major accidents and warranty faults aside, we should not be forced to ship them back to the USA every time there is a minor issue, like a 12V battery replacement, a screen issue, suspension fault, or other minor repairs/ software issues. To date, Rivian is unwilling to offer us any support, not even a remote login to check the vehicles OTA, and insists we ship every vehicle back to the USA for every issue. Two have already been shipped back, likely unnecessarily.

We have requested to fly in a mobile service technician at our expense, which has been denied repeatedly. We are a short one-hour flight from Miami, and would gladly cover airfare, hotel & expenses, and they could even have a “mini-vacation” while here.

We have a local mechanics shop on island capable of the basic repairs and service. Their head mechanic is amazing, he handles everything from Ferrari to Maserati, and is also Tesla certified. They service the 200+ Tesla’s on island along with most other electric vehicles. They are willing to do training/ certification with Rivian. As a group, we would be willing to purchase any computer/ diagnostic equipment needed for basic service (within reason.)

But we need Rivian’s help. We cannot pay the $10,000+ round trip expense every time a vehicle has a minor issue, that could likely be fixed remotely. If Rivian cannot extend us a basic level of remote service, we will all be forced to ship our vehicles back, have them serviced, and stick them on the used car market. Cayman is a small but wealthy market; Rivian’s could have a strong presence here if owners could have a basic level of confidence with service and support.

Please Rivian, help us service our vehicles remotely. Please PM me for further discussion.

Signed,


Edward & Noraine Thompson
R1S – XXXXXXXX4PN006598

Leslie & Pamela Harvey
R1S – XXXXXXXXX9NN000406
R1T – XXXXXXXX5PN025358

Kevin & Andrea Higgo
RIT – XXXXXXXXNN010764

Tim Peck
R1T – XXXXXXXX9NN000803

Simon Hinshelwood
R1T – XXXXXXXX8PN017206

Just returning from the UK and was wondering if anyone in your group spoke with Rivian HQ directly before leaving the country with your vehicle, and what did they say back to you? Why you might ask, well even though there is a Tesla and MB EV presence in the UK, you don't see a lot of other manufacturers out and about. When you ask why, my guess is infrastructure and resources.

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[CharonPDX]

Rivian isn't willing to send a tech, even "at [y]our expense" because that adds all sorts of liability. The tech would be traveling "for work" and require a work visa, not a simple tourist visa. They'd have to register as a company in the country and collect and pay taxes. This isn't anywhere near as simple as "send a tech at our expense." Not by a long shot.

As others have said - you knew going in to this what you were getting in to - you don't get to complain about it now.

 

[Hereforthesnacks]

I’m sorry that you have to deal with this. But, as others noted, since this is international, it’s more than just sending a tech.

And, honestly, this was 100% foreseeable.

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