Rivian service

[FL_EV]

I took delivery of my R1T in May 2022 and R1S in August 2023. I had to drive 3 hours round trip to Orlando for service. I did this 2-3 times before mobile service was launched in Tampa, where I live. I knew every tech that came to my house as a former Tesla tech and they were all great. Now, the Tampa SC is open and my original mobile tech is the Shop Forman. My early Orlando SC experiences were up and down but I expected the worst and therefore was always pleasantly surprised. My current Tampa SC experiences have been over the top good as Rivian keeps getting better with time. As with anything, there are going to be good experiences and bad experiences, the longer term question is will Rivian learn and improve upon the bad ones.

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[R1Tom]

Not my experience. Always been top notch and extremely helpful.

That is what is should be. Are you saying sporadic performance is ok? Trying to figure out point of your post?

 

[R1Tom]

Sorry for your experience here. I don't think this is a typical SC experience and sounds like Brooklyn specifically does a worse job than others. I see you've made an identical post on r***** /rivian. For what purpose other than to yell from the mountaintop I guess. My empathy for you is slightly less when you cut and paste the same post all over the internet.

Are you saying as long as the majority of people have a good experience it is an acceptable level of performance that the other half doesn't? As far as double post....my personal feeling is Rivian is potentially destroying their brand with sporadic QC and sporadic service center QC....

 

[UnsungZero_OldTimeAdMan]

? right. How about we hold the company responsible? This isn’t just this guys experience.. it’s many. All over these forums. So… good day - bad day? Nonsense. Rivian is slipping and voicing this is what will help them be better.

Are you still confused? No one is saying to let them off the hook. If work is not satisfactory, it is up to each owner to pursue, persist and insist acceptable resolution… with and from Rivian. What point is there to point fingers at fellow owners? We don’t run the company or the service centers. This is an enthusiast forum, not the official Rivian Customer Service hotline.

 

[Greg Chick]

While I do not doubt these bad situations mentioned here, as well I do not doubt my own good ones. It is odd there are such a wide difference in success. If the different Service Centers were rated it would seem that they would compete for a better rating. Is there a Rivian Corporate run rating system? If not I move there need be.
Happy & Lucky R1T owner.

 

[Cruzdawg]

Great question! This is not a problem I brought it to the service center for - it’s an issue they created. The driver door was within spec when the car was dropped off.

We did not notice it at the service center. I know, shame on us for not seeing something so blindingly obvious. But we didn’t look for issues that weren’t there before and after a 2 hour trip to the SC, just wanted to GTFO and start the 2 hour trip home.

What’s not acceptable is a tech taking a door a full cm out of alignment and then thinking, “yeah, looks good to me”.

Noticed it later that day and even considered just letting it be because what if they break something else fixing it. But after a few days, I put in the ticket because the wind noise was just so bad. And then the paint started scraping where it hits the fender and today it started squeaking whenever I open it and the bare metal rubs the fender.

So no “irate customer skit” and everyone at the SC was perfectly pleasant. I’ve heard someone describe Rivian people are universally nice but really unhelpful. Couldn’t agree more.

When I took my vehicle to Costa Mesa SC, they wouldnt let me leave unless I was fully satisfied. They made me go over the entire vehicle to make sure there wasnt anything wrong. They did this with me, and told me I could keep the loaner if I did not sign off on it, and wanted them to fix anything I found. I might have been one of the lucky ones, but they went way out of their way to make sure everything was good.

 

[Birdowin]

Sorry to hear about your bad experience. I have had nothing but good experiences with the Portland OR SC. They always get me a rental or this last trip in (cracked windshield) they gave me a R1t to use. I haven’t really had many problems. An air leak at the drivers door at speed, a squeaky windshield wiper and a dash rattle. Also the tonneau cover finally went out. For the tonneau that was stuck part way closed I just drove in with no appt. and they got it shoved back in the holder right away so I could use the bed. Got my R1t in July 22 so maybe the QC was better on the earlier models.

 

[Truffle]

at the end of the day the story’s all revolve on geography … I have had awesome experiences with the service Center and wait times of no more than a week in several years.

 

[Hillbilly]

My issues have been that the service center customer service experience has been pleasant, but it seems each time I bring a vehicle in that there's some damage or inadequate repair that I notice after the fact that requires me to bring it in again to remedy. It's happened a couple times. A bit annoying, but hard to complain when they seem eager to fix.

 

[mkg3]

When I took my vehicle to Costa Mesa SC, they wouldnt let me leave unless I was fully satisfied. They made me go over the entire vehicle to make sure there wasnt anything wrong. They did this with me, and told me I could keep the loaner if I did not sign off on it, and wanted them to fix anything I found. I might have been one of the lucky ones, but they went way out of their way to make sure everything was good.

There is a difference between being curious and attentive versus actual work being done correctly and timely.

Many service center actions require driving the vehicle, which one doesn't know until leaving the service center after the appointment.

If the problem still exists, the only recourse is to make another appointment with the friendly service center, who didn't. fix the problem the first time (or the second...).

 

[R1Sky Business]

Shouldn’t be, especially on a $90k vehicle

Start up company....

 

[MidnightRivian]

Rivian quality is improving for sure straight from the factory. This reviewer has done a good job going over build quality for early / middle 2023 models and even earlier ones like press vehicles from 2022.

My personal service center experience has been amazing. Even better than legacy automakers who are always trying to get me to purchase additional services.

Rivian has stood behind their product and serviced it to 100% satisfaction. I would not have reserved the R2 if their service was not up to my standard or out of spec reviews standards.

If I was in your situation, I would escalate to Rivian support hotline with the pictures you shared and also arrange to have a conversation with the local service center manager or assistant manager to go over your concerns.

 

[R1Tom]

Start up company....

I honestly do get this....but I also wonder how much it hurts sales?

 

[daeHelkcunK]

Picked up an R1S a few months ago. Fully expected QC to be shoddy. And had to put in day 1 tickets.

Brooklyn took 2.5 weeks for what they initially said would be 7-10 days. And they created an issue far worse than anything I brought it in for.

When I brought it in, rear door was misaligned which required extra force to close. Front door was fine but I guess they had to mess with the front door after realigning the rear. And they sent the car back with the front door comically misaligned - top sticks out about 1/2” and door scrapes on fender when opened to the point where a significant amount of paint scraped off. Truly shocking the SC thought it was acceptable to let a car leave in this condition - especially when they created the issue. And that’s ignoring other minor issues like not reattaching plastic trim piece they removed or returning the car with a dirty interior.

Next appointment is two months out. Hard to recommend Rivian to anyone that has the flexibility to hold out a few months for the EX90.


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I've had nothing but good experiences on the 3 R1's that I've purchased. Sorry to hear that not everyone is having positive things to say.

 

[R1Tom]

I've had nothing but good experiences on the 3 R1's that I've purchased. Sorry to hear that not everyone is having positive things to say.

I, too, have had good experiences with mobile and one barely acceptable in center visit...although I am accumulating a list of issues to have to journey to a service center for.

Curious since you have 3 of them and they have had all good service center experiences (not sure 3 of 3 should need service center visits this early in their lives)....what are the issues each needed a service center visit to rectify?

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