Rivian Service Center Bad at Math?

[Ruprecht]

I had an appointment for 10AM Wednesday to replace the trim on the top of the tailgate that keeps popping out on my R1T

When I made the appointment, I was told it would be a couple hours so I figured I would just hang around Bellevue, WA.

I just today got a call from the service center confirming my appointment. I asked how long it would be they said it is scheduled be done Thursday evening.

I asked if they would provide a loaner, they said no, we only offer loaners if the service is over 24 hours. I pointed out that it is over 24 hours and they said, well, um, we can't offer a loaner for this service but we can get you some uber credits for wherever you need to go until it's done.

I checked at Uber. It would about $200 to get me back to my work. $30 to get home. $30 to get to work and another $200-225 to get back to Rivian. Not to mention uber is terribly unreliable around here so I would probably be waiting 30-40 minutes for each ride or longer.

I canceled the appointment and am pretty disappointed after waiting so long.

First bad experience with the service center.

They didn't know that Wednesday morning to Thursday Evening is over 24 hours and $50 in a rental car or $500 in uber credits.... wow.

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[VSG]

I don't know who you spoke to, but the Bellevue service center will always give you a free rental car if they don't have a loaner Rivian available. The Enterprise place is only a block away, and they'll even drive you there if you don't want to walk in the rain.

They gave me a loaner R1S for about 4 hours recently when I took my R1T in for the 22,500 service. I've never heard of that "24 hour" thing.

 

[Ruprecht]

I don't know who you spoke to, but the Bellevue service center will always give you a free rental car if they don't have a loaner Rivian available. The Enterprise place is only a block away, and they'll even drive you there if you don't want to walk in the rain.

They gave me a loaner R1S for about 4 hours recently when I took my R1T in for the 22,500 service. I've never heard of that "24 hour" thing.

Last time I got a rental from Enterprise but that was a few day thing.

I hadn't heard of this either and they said I couldn't get a rental car or a loaner. Nothing, just uber credits to "get me where I need to go".

So, clearly, they won't always give you a rental. I even argued with the guy and then realized it wasn't worth it, he was clearly not very bright. You don't tell someone it is only for 24 hours when it's over 24 hours and then try to backtrack and still not offer one. I get really tired of stupid sometimes.

The worst part is I know this is about a 30 minute job at most.

 

[MATTELSEWHERE]

I had an appointment for 10AM Wednesday to replace the trim on the top of the tailgate that keeps popping out on my R1T

When I made the appointment, I was told it would be a couple hours so I figured I would just hang around Bellevue, WA.

I just today got a call from the service center confirming my appointment. I asked how long it would be they said it is scheduled be done Thursday evening.

I asked if they would provide a loaner, they said no, we only offer loaners if the service is over 24 hours. I pointed out that it is over 24 hours and they said, well, um, we can't offer a loaner for this service but we can get you some uber credits for wherever you need to go until it's done.

I checked at Uber. It would about $200 to get me back to my work. $30 to get home. $30 to get to work and another $200-225 to get back to Rivian. Not to mention uber is terribly unreliable around here so I would probably be waiting 30-40 minutes for each ride or longer.

I canceled the appointment and am pretty disappointed after waiting so long.

First bad experience with the service center.

They didn't know that Wednesday morning to Thursday Evening is over 24 hours and $50 in a rental car or $500 in uber credits.... wow.

Well, I am in a loaner currently and have been since November 4th so yeah, math and speed isn’t their thing.

 

[Electrified Outdoors]

Could they be testing out a new policy? Tesla had a policy…last I checked…Tesla said service has to be 3 days or longer for them to provide a loaner. If it’s less than that you get Uber credits.

It’s frustrating that communication has not improved but with R2 on the horizon, we can’t expect Rivian to continue to provide loaners the way they have been. The costs that they are incurring especially with the long wait times is not sustainable.

I have some ideas on how to improve it and reduce costs for Rivian.

In this case, if this is indeed their new policy, then you should be able to specify on your service that it’s a Customer wait versus a drop off and if the customer is waiting that job should get priority over one that was dropped off.

Every customer has different needs and requirements tweaking these to reduce costs for Rivian while also doing their best to manage and meet customer expectations is essential to their success in my opinion.

 

[Donald Stanfield]

Well, I am in a loaner currently and have been since November 4th so yeah, math and speed isn’t their thing.

TWO MONTHS?!?!?!?

 

[Ruprecht]

Could they be testing out a new policy? Tesla had a policy…last I checked…Tesla said service has to be 3 days or longer for them to provide a loaner. If it’s less than that you get Uber credits.

It’s frustrating that communication has not improved but with R2 on the horizon, we can’t expect Rivian to continue to provide loaners the way they have been. The costs that they are incurring especially with the long wait times is not sustainable.

I have some ideas on how to improve it and reduce costs for Rivian.

In this case, if this is indeed their new policy, then you should be able to specify on your service that it’s a Customer wait versus a drop off and if the customer is waiting that job should get priority over one that was dropped off.

Every customer has different needs and requirements tweaking these to reduce costs for Rivian while also doing their best to manage and meet customer expectations is essential to their success in my opinion.

I am going to make my next appointment for a whole bunch of stuff and once I get there and get my rental/loaner I will tell them just to do the tailgate cap. Win.

 

[riv-e-in]

I am going to make my next appointment for a whole bunch of stuff and once I get there and get my rental/loaner I will tell them just to do the tailgate cap. Win.

What if it takes less than “24” hours to fix everything (Wednesday morning to Thursday evening)??? ??

If you’re into DIY, maybe someone in this thread can get you a pdf of the steps to r&r the tailgate trim???

 

[Ruprecht]

If you’re into DIY, maybe someone in this thread can get you a pdf of the steps to r&r the tailgate trim???

I am a diy 'er, I could have this done in about 10 minutes but I am not going to pay for it since this is a warranty / recall issue

 

[R1TandMe]

How much can it cost? Isn’t it just couple of clips?

 

[Ruprecht]

How much can it cost? Isn’t it just couple of clips?

Clips are broken which are part of the cover. The little gray trim piece on the bumper was $119 so I am guessing this cap is $300 or more.

 

[Eeyore]

I had the trim piece on the top of my tailgate replaced because the original one just ripped off when I pulled something out of the bed. It took about an hour for the Tualitn service center to do the work. I waited there while the work was done.

 

[ndmiller]

FWIW My uber credits have always been $150 and expire in 24 or 36 hours.

My guess is at drop-off the Rivian person can do whatever they need to make it right (i.e. Loaner, Uber Credits) and the person on the phone was just confirming the appointment. Who knows I have another service in Feb for the rear motor disconnect grind, so we'll see what happens with that.

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