Rivian Service Los Angeles - subpar

[R1Tom]

Can confirm - El Segundo is already overwhelmed and service quality falling apart. I'm taking my truck in for the third time on the same suspension issue next month. Last time I was in they didn't tell me my truck was finished for 48 hours and I had to call and double check on the status of the repair before they realized they never told me it was ready. Luckily I had a loaner, but still it was irritating and even more so to realize they didn't fully fix the issue.

Also I got a call this week asking for the Title for the car I traded in when I picked up my truck.. I traded the car in 11 months ago and handed the title to the delivery person. They apparently lost it - which is pretty bad - but the fact that it took them almost a year to realize is even worse.

They need to accelerate building the service centers instead of more marketing hubs like the one in NYC.

The need for expanded and additional service centers and trained service staff is key to success of this company. They need to get real serious about it real quick. Should have already a year ago. This was all very predictable. Acceptable service experience trumps Hubs and charging network....by alot.

Sponsored

 

[Operator]

Just an update. Rivian service center in el segundo did not call to let me know my vehicle was complete. I was sent an email and text. I wanted to speak to service to understand what the issue and resolution. i called service and no one could connect with el segundo service center. I decided to go pick it up. after arriving and waiting an hour to speak to the service tech i was told my HVAC was not fixed. Here is the write up on the ticket.

"
- Calibrations for vents "ALL" , not just right front outer, go missing. Engineering is aware of this
issue and is actively working on a long-term resolution that will be released in future software
updates."

Service tech said engineers are aware and will release a "software update" at some point. They did give me any ticketing information to track this issue and get in contact with them regarding this update.

The second issue was related to my rivian rebooting while driving. This what was on the ticket."

Concern:
- Customer states: All screens went black like it was rebooting and showing rivian logo, and full
functionality did restore. Happened on 4/17 between 6:30 - 7 AM PDT. Customer could not tell if
all safety feature went out of not, All screens went black for a second or two, Couldn’t change the
air or anything since screen was black, Driving about 30-35MPH early morning and rainy,
Bluetooth went out, he was on the phone when this happened and the Bluetooth disconnected
and phone call went back to the speakers on his phone
Cause:
- Air bubbles in coolant system causing xmm computer to overheat.
Correction/Remedy:
- Coolant (Drain and Refill)
- Low Voltage Electrical General Diagnostic
- Display Screens General Diagnostic
"
Also my other 3 issues i tried to have the SC look at they refused. They are making me bring it back in mid July! these issues are:

1. Rattle in the dash speaker area when going over bumps
2. High pitched metal jingling coming from passenger pillar (research on reddit states this could be immersive sound speaker issue, will try and turn this off)
3. steering wheel is not precisely straight, off center.

As you can imagine im not too thrilled about my service experience, in fact im close to boiling mad about it. Not only did you waste my time and not communicate the entire time, but you didnt even fix the issues. And now I dont know if my hvac will ever get fixed. Im honestly not sure were to go from here. Do I lemon law it? Do I give them 3rd, 4th, 6th chances? do I just cut my loses and sell it?

 

[R1Tom]

Just an update. Rivian service center in el segundo did not call to let me know my vehicle was complete. I was sent an email and text. I wanted to speak to service to understand what the issue and resolution. i called service and no one could connect with el segundo service center. I decided to go pick it up. after arriving and waiting an hour to speak to the service tech i was told my HVAC was not fixed. Here is the write up on the ticket.

"
- Calibrations for vents "ALL" , not just right front outer, go missing. Engineering is aware of this
issue and is actively working on a long-term resolution that will be released in future software
updates."

Service tech said engineers are aware and will release a "software update" at some point. They did give me any ticketing information to track this issue and get in contact with them regarding this update.

The second issue was related to my rivian rebooting while driving. This what was on the ticket."

Concern:
- Customer states: All screens went black like it was rebooting and showing rivian logo, and full
functionality did restore. Happened on 4/17 between 6:30 - 7 AM PDT. Customer could not tell if
all safety feature went out of not, All screens went black for a second or two, Couldn’t change the
air or anything since screen was black, Driving about 30-35MPH early morning and rainy,
Bluetooth went out, he was on the phone when this happened and the Bluetooth disconnected
and phone call went back to the speakers on his phone
Cause:
- Air bubbles in coolant system causing xmm computer to overheat.
Correction/Remedy:
- Coolant (Drain and Refill)
- Low Voltage Electrical General Diagnostic
- Display Screens General Diagnostic
"
Also my other 3 issues i tried to have the SC look at they refused. They are making me bring it back in mid July! these issues are:

1. Rattle in the dash speaker area when going over bumps
2. High pitched metal jingling coming from passenger pillar (research on reddit states this could be immersive sound speaker issue, will try and turn this off)
3. steering wheel is not precisely straight, off center.

As you can imagine im not too thrilled about my service experience, in fact im close to boiling mad about it. Not only did you waste my time and not communicate the entire time, but you didnt even fix the issues. And now I dont know if my hvac will ever get fixed. Im honestly not sure were to go from here. Do I lemon law it? Do I give them 3rd, 4th, 6th chances? do I just cut my loses and sell it?

Unfortunately service does seem to be hit or miss.

I think they would benefit from the dealership service adviser model where aservice adviser is assigned a vehicle/customer per visit or even attempt to keep it same as time goes on, so that a relationship between customer and adviser can develop.

Then that individual takes ownership of the vehicle while it is service, acting as the customer advocate to get all concerns addressed, and also communicating with the customer as necessary thru the process.

When competed, a call to customer to discuss all of what was done and next steps.

 

[WSea]

Bellevue SC now has a night service tech shift. Seems to have made a huge improvement on wait times and quality of service. More service reps too. Night and day difference from February

 

[goldburger]

While the service center continues to have stellar customer service and really kind employees I picked up my truck Friday after the hood flutter was repaired to find both a very misaligned hood as well as deep scratches on the frunk. New service ticket again… one closes and another one opens up ?

 

[goldburger]

Just did a service request for some body panels that have popped out and I am hesitant to try to pop in myself knowing how easy it is to break these clips off and I am booked for El Segundo in... October! LOL. I was like ok October someone will def need to remind me lol.

 

[Chewy734]

I got a mid-October appointment as well. They are swamped.

Sponsored