Rivian Service Debacle!

[jjswan33]

I had my truck in for service the week ending Friday May 13th, they had the truck for a week to fix some panel gap/alignment issues, provide a wristband key and a few other minor issues.

When I got the truck back on the 13th of May I instantly noticed that they had scratched my truck, ~3 places on the hood, passenger side fender etc. Also I was getting a new service vehicle soon message and lastly the new wristband key was not functional.

Then I got a call from the local service advisor on May 17th and he scheduled a mobile service visit this morning 5/24 at 9am. As of 9:30am no one had showed so I texted the local service advisor.. no reply. I then called the corporate service line at 10am to ask what was going on and they promised to reach out locally and figure out what was happening. Finally got a call at 11am from the local advisor and apparently they had canceled my service appointment but neglected to inform me or reschedule.

In and of it self probably not a big deal but issue after issue is testing my patience, as much as I love the truck I may be ready to break up with Rivian. But wait that would be tough because 2 months in they still haven't applied for my vehicles registration...

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[ja_kub_sz]

Wow!

That scratch is pretty back. Very sorry to hear that.

Damn, that's just awful.

Hope Rivian comes through for you and straightens things out (literally and figuratively).

 

[NY_Rob]

...they had canceled my service appointment but neglected to inform me or reschedule.

Classic Tesla move right there...

 

[jjswan33]

Wow!

That scratch is pretty back. Very sorry to hear that.

Damn, that's just awful.

Hope Rivian comes through for you and straightens things out (literally and figuratively).

Thanks. The scratch isn't as bad as it looks in that photo, in some light you can't even see it. That said I had spent 5 hours working with my neighbor to buff out all of the scratches before this happened.

 

[DaveA]

I had my truck in for service the week ending Friday May 13th, they had the truck for a week to fix some panel gap/alignment issues, provide a wristband key and a few other minor issues.

When I got the truck back on the 13th of May I instantly noticed that they had scratched my truck, ~3 places on the hood, passenger side fender etc. Also I was getting a new service vehicle soon message and lastly the new wristband key was not functional.

Then I got a call from the local service advisor on May 17th and he scheduled a mobile service visit this morning 5/24 at 9am. As of 9:30am no one had showed so I texted the local service advisor.. no reply. I then called the corporate service line at 10am to ask what was going on and they promised to reach out locally and figure out what was happening. Finally got a call at 11am from the local advisor and apparently they had canceled my service appointment but neglected to inform me or reschedule.

In and of it self probably not a big deal but issue after issue is testing my patience, as much as I love the truck I may be ready to break up with Rivian. But wait that would be tough because 2 months in they still haven't applied for my vehicles registration...

Maybe some scratch and swirl remover will take that out? Also, could a display reset fix that error?

 

[jjswan33]

Maybe some scratch and swirl remover will take that out? Also, could a display reset fix that error?

I am not a detailer so TBD, I am sure they could be buffed out but with as thin as the clear coat is on the Rivian I am not sure how many times that is safe. Not sure about swirl/scratch remover, my understanding is those compounds are not a permanent fix.

The display error has been coming and going. I did do an infotainment reset on Saturday and it may have in fact fixed it but TBD If it comes back again.

 

[Chas60422]

I am not a detailer so TBD, I am sure they could be buffed out but with as thin as the clear coat is on the Rivian I am not sure how many times that is safe. Not sure about swirl/scratch remover, my understanding is those compounds are not a permanent fix.

The display error has been coming and going. I did do an infotainment reset on Saturday and it may have in fact fixed it but TBD If it comes back again.

Have you tried a hard reboot? If not that may take care of your software issue. The usual reboot is mainly for the infotainment systems

 

[mabowden]

Your experience sounds pretty terrible. Sorry to hear that.

I will say that scratch has definitely not hit paint and could be buffed out fairly easy. I realize this is not your problem or responsibility to fix, but it would take me about 10 minutes with tools at home to get this done.

It should not harm the clear coat and should be a permanent fix. I couldn't say for sure without seeing it in person but that's what it looks like to me from this photo.

 

[jjswan33]

Your experience sounds pretty terrible. Sorry to hear that.

I will say that scratch has definitely not hit paint and could be buffed out fairly easy. I realize this is not your problem or responsibility to fix, but it would take me about 10 minutes with tools at home to get this done.

It should not harm the clear coat and should be a permanent fix. I couldn't say for sure without seeing it in person but that's what it looks like to me from this photo.

I wouldn't say it was terrible, I was clearly frustrated this morning when service stood me up... lol... while my Rivian experience has had a lot of issues they have stood up and made things right or continue to try to (slow due to corporate bureaucracy) on a couple items.

I think you are 100% correct. Luckily my neighbor was a detailer before he became a mail carrier and he has a nice collection of tools (and loves my truck ? ). I also said it earlier but him and I had spent about 5 hours buffing out some stupid scratches I put in with a brush so was really frustrated to see service add some new ones. My expectation is that Rivian takes care of them though, TBD.

 

[mabowden]

I wouldn't say it was terrible, I was clearly frustrated this morning when service stood me up... lol... while my Rivian experience has had a lot of issues they have stood up and made things right or continue to try to (slow due to corporate bureaucracy) on a couple items.

I think you are 100% correct. Luckily my neighbor was a detailer before he became a mail carrier and he has a nice collection of tools (and loves my truck ? ). I also said it earlier but him and I had spent about 5 hours buffing out some stupid scratches I put in with a brush so was really frustrated to see service add some new ones. My expectation is that Rivian takes care of them though, TBD.

When it comes to vehicles, I trust myself more than most people .

I agree, Rivian should take care of it.

 

[swazi]

I had a somewhat similar experience; Without overloading with details, it took 6 calls to the central service center and 3 emails with photos and write-ups to get a service scheduled.
The day and time came and went with no pickup truck showing up. So back to the 1-800. Person knows nothing and promises to get back to me. But nothing. So phone again and get the same again. So at this point my patience is up and I lay into him.
Next the service center manager phones me and apologize. Apparently they cancelled the appointment and there was confusion about who's responsibly it was to notify me. So I get a new appointment and I think I am done.
Within 30 mins i get another call from the service center and get to go through it all again. So surely now I am done.
But no, I get another 2 missed calls from the central service wanting to schedule the service. So I call back and of course the person I speak to have no idea.

Finally all sorted but I have no faith in the work order. So I mark everything on the car with painters tape.

Truck goes in for a week and communication is somewhat decent.

Get truck back and only about half of alignment issues are fixed. And scratches looks like it were fixed with those little "nail polish" bottles that some manufacturers include with the car.

Raise concerns with delivery person with promises of follow up.....but that is where things died. So perhaps I can phone the 1-800 again and get to do this all over again?

 

[the long way downunder]

Wow!

That scratch is pretty back. Very sorry to hear that.

Damn, that's just awful.

Hope Rivian comes through for you and straightens things out (literally and figuratively).

agreed. that's not "a scratch," that's almost "keyed" … was it parked outside overnight?

 

[Zac]

Damn! All of the issues on this thread and many others are making me question whether it is worth it. I love the product, but I don't know if I have the time or patience to deal with issue after issue, delays in getting service, cancellations of appointments, etc.

What would you advise those of us who are still waiting for delivery to do?

 

[81637]

Damn! All of the issues on this thread and many others are making me question whether it is worth it. I love the product, but I don't know if I have the time or patience to deal with issue after issue, delays in getting service, cancellations of appointments, etc.

What would you advise those of us who are still waiting for delivery to do?

PLEASE CANCEL SO WE CAN GET OURS SOONER!!!

 

[Dark-Fx]

Damn! All of the issues on this thread and many others are making me question whether it is worth it. I love the product, but I don't know if I have the time or patience to deal with issue after issue, delays in getting service, cancellations of appointments, etc.

What would you advise those of us who are still waiting for delivery to do?

Accept that the service people are human, as are the people building the truck, as are the software engineers working on the software, as are the hardware designers... Etc etc.

Most of my issues with the truck are overall pretty minor, service isn't any worse than having to deal with a legacy auto dealership. The truck itself is awesome, and Rivian has already shown they are very interested in making the software better.

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