RJ, Rivian Service is Broken

[simpsonhomer]

My R1T has been at Gaithersburg three weeks tomorrow for some minor alignment issues (drivers door, charge port and tailgate). I have a Tacoma rental and only need contacted once two weeks ago to reconfirm that they are super busy and will get to mine at some point. I contacted support yesterday because the contact service center message option just gives a black screen. They said Gaithersburg would be in contact - two days and nothings.

My state law says if a vehicle is out of service for more than 30 days or three times to fix an issue then lemon law applies. This is the second visit (first was mobile) for driver door alignment and associated noise issues. So should I wait for 30 days then try lemon law - thoughts??

On the 29th day, they'll call you and tell you that the work on your car is "done". Their definition of "done" will not match yours.

And if you bring it back, they'll say it's technically a different issue, so they can get around the 3-visits-for-the-same-problem clause.

I brought my Rivian in to Gaithersburg because it wouldn't charge half the time, or just randomly quit. It rotted on the lot for 2 weeks before they spent an hour on it (based on the invoice) and then blamed it on a "known software bug". When I asked for details, they told me it was internal only (whatever).

The problem continued with the new software version that they said would fix it (obviously a lie to get me out the door). I brought it back and they told me it was a different problem this time (even though they didn't know what the problem was in either of the two visits...so no way they would know they were different issues). Again, blamed it on software. I've been dealing with this problem for months now and it still won't charge reliably. It has spent over 5 weeks cumulative at Gaithersburg SC. If I bring it back again, they'll just let it lot-rot for more weeks and return it untouched, blaming it on software again.

Oh, and at Gaithersburg, you'll probably have to deal with the condescending Christine who talks to you like you're a little child and every report from her is "they're working on it".

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[SparkyR1t]

Have another service time saver. Let’s qualify a few glass companies to be able to replace windshields and calibrate the sensors. Why tie up a service slot for glass related issues. This would be in line with what most auto manufacturers do these days. I know on my Tacoma when it had been at the body shop they bring in a tech company that does nothing but calibrate various vehicles safety sensors. They stop in once a week and finish the job and everyone is happy.

 

[DuoRivian]

On the 29th day, they'll call you and tell you that the work on your car is "done". Their definition of "done" will not match yours.

And if you bring it back, they'll say it's technically a different issue, so they can get around the 3-visits-for-the-same-problem clause.

I brought my Rivian in to Gaithersburg because it wouldn't charge half the time, or just randomly quit. It rotted on the lot for 2 weeks before they spent an hour on it (based on the invoice) and then blamed it on a "known software bug". When I asked for details, they told me it was internal only (whatever).

The problem continued with the new software version that they said would fix it (obviously a lie to get me out the door). I brought it back and they told me it was a different problem this time (even though they didn't know what the problem was in either of the two visits...so no way they would know they were different issues). Again, blamed it on software. I've been dealing with this problem for months now and it still won't charge reliably. It has spent over 5 weeks cumulative at Gaithersburg SC. If I bring it back again, they'll just let it lot-rot for more weeks and return it untouched, blaming it on software again.

Oh, and at Gaithersburg, you'll probably have to deal with the condescending Christine who talks to you like you're a little child and every report from her is "they're working on it".

I hear you but after initiating a call last Friday (day 21) and was told it would be worked on this Tuesday (a free day before they are off for Juneteenth with no vehicles scheduled to come in). I emailed RJ and my vehicle was complete on Monday and all done.
Sorry your extended Gaithersburg “adventure” didn’t end as well as mine did.
Christine was my contact and I understand where you are coming from but she was pleasant with me.

 

[ohseedee]

It's been a week since I dropped my R1T off at service. I've been watching the logs closely and see it has not been opened or moved since they moved it to the back lot ~30 minutes after I dropped it off. I brought it in for simple things that probably would take no more than 4 hours for 1 person to address. Instead, they are paying $84/day for my rental at enterprise. They told me when I dropped it off that they were backed up and it would take at least 2 weeks to get to. So they are going to be paying at least $1.2k just to address their poor service center management. It's only a mild inconvenience for me as my rental car is fine for a few weeks, but for them the cost of this system must be massive. While the investment in cost optimization for Gen2 is great, they really should also invest in fixing service.

 

[Hopper]

I had a call from Rivian today. My RT made it into the shop today and will be done on Monday, 21 days after I dropped it off.

 

[MtnBiker]

I picked up my R1T yesterday from the El Segundo Service Center. It was in the service center for 3 weeks, no service center initiated status updates. Based upon app, it appears the vehicle just sat there for at least 1 week to 1 1/2 weeks. I had the following 15k service inspections, headliner separation repair, water sloshing sounds in the doors (they said they couldn't recreate, but I doubt they tried anything as the vehicle was returned extremely dirty), power tonneau cover replaced, door rubbing sounds, dash shorting sound, and navigation systems issue.

The vehicle was returned with gouges in the steering wheel, the repaired headliner wrinkled, and a hand size gouge in the passenger side front quarter panel. The service manager and maintenance manager inspected the issues. Service manager said they would need to review video footage. Service manager said he would text me his contact number shortly. I have not received any text. I have also called the service number, but they were unable to assist but said they would have service center contact me.

Just washed this morning, because they returned very dirty. Found additional damage: drivers side gear tunnel door and scratched up frunk.

 

[iansriv]

I feel bad for everyone having a bad experience. It just makes me feel fortunate for the Dallas SC. I have had a few minor issues that have been handled very well. They have been great at communicating and the work gets done in a reasonable amount of time. Whatever they are doing, I wish the rest of the SC locations would copy.

 

[Hopper]

I feel bad for everyone having a bad experience. It just makes me feel fortunate for the Dallas SC. I have had a few minor issues that have been handled very well. They have been great at communicating and the work gets done in a reasonable amount of time. Whatever they are doing, I wish the rest of the SC locations would copy.

I think there are two aggravating factors at play in some service centers:
* The service centers are overwhelmed
* Rivian has not focused on just in time scheduling

While I sympathize with the centers that are understaffed, I find it ludicrous that people are so often required to leave their vehicles at the SC for days or weeks before they are brought into the shop.

 

[ads75]

I picked up my R1T from Trenton on Monday or Tuesday. It was also in for the power tonneau replacement, 20k mile inspection, and I had asked them to rotate and balance the tires. When I dropped it off they told me 7-14 days. I think I picked it up on day 13. The F-150 loaner I had would've been a $800 charge (I am guessing Rivian negotiated better terms). I do feel bad for the Trenton techs, its basically an open building with no air conditioning, and its been in the 90s this week. I did seem like there were fewer vehicles there then when I picked up to when I dropped off.

Everyone I deal with at Rivian has been friendly and professional, but this is my 3rd service in one year, and each one takes 2 weeks. Plus the lines to charge when on trips. When I bought it I told myself when it became a headache I would look to replace it, it seems I am there. I am just not sure what I want to replace it with, although a Ram RHO may be leader at this point (unfortunately not available until Q3 or Q4).

 

[Hopper]

I picked up my R1T from Trenton on Monday or Tuesday. It was also in for the power tonneau replacement, 20k mile inspection, and I had asked them to rotate and balance the tires. When I dropped it off they told me 7-14 days. I think I picked it up on day 13. The F-150 loaner I had would've been a $800 charge (I am guessing Rivian negotiated better terms). I do feel bad for the Trenton techs, its basically an open building with no air conditioning, and its been in the 90s this week. I did seem like there were fewer vehicles there then when I picked up to when I dropped off.

Everyone I deal with at Rivian has been friendly and professional, but this is my 3rd service in one year, and each one takes 2 weeks. Plus the lines to charge when on trips. When I bought it I told myself when it became a headache I would look to replace it, it seems I am there. I am just not sure what I want to replace it with, although a Ram RHO may be leader at this point (unfortunately not available until Q3 or Q4).

I’m in the same spot. I was going to reserve a gen 2 tri-motor, but now I’m having second thoughts. I just don‘t want/need a full size truck, but service is painful and time consuming when you have to drive 8 hours round-trip. The people at Trenton are wonderful. That doesn’t negate the fact that my truck will have been there for three weeks on Monday when hopefully it will be finished. I just can’t understand why they bring vehicles in with so much lead time.

I live in a rural area. When I bought my Rivian the terms were that if it needed service, Rivian would do on site or pick up my vehicle and drop a loaner Rivian. That happened only once. After that, I was informed that a flatbed to Brooklyn would cost about $1200 each way. If I had known, Rivian was going to pull the rug out from under their initial service policy, I probably would not have bought the truck.

All that said, I do love the vehicle and would hate to have to give up on Rivian just because they can’t solve, or do not address, their service issues.

 

[CANCERDOC]

I picked up my R1T yesterday from the El Segundo Service Center. It was in the service center for 3 weeks, no service center initiated status updates. Based upon app, it appears the vehicle just sat there for at least 1 week to 1 1/2 weeks. I had the following 15k service inspections, headliner separation repair, water sloshing sounds in the doors (they said they couldn't recreate, but I doubt they tried anything as the vehicle was returned extremely dirty), power tonneau cover replaced, door rubbing sounds, dash shorting sound, and navigation systems issue.

The vehicle was returned with gouges in the steering wheel, the repaired headliner wrinkled, and a hand size gouge in the passenger side front quarter panel. The service manager and maintenance manager inspected the issues. Service manager said they would need to review video footage. Service manager said he would text me his contact number shortly. I have not received any text. I have also called the service number, but they were unable to assist but said they would have service center contact me.

Just washed this morning, because they returned very dirty. Found additional damage: drivers side gear tunnel door and scratched up frunk.

El Segundo appears particularly understaffed. Picked up my R1S and there was an issue with the front passenger seatbelt anchor and they told well just don’t have anyone sit in that seat. Service appt offered two months later. I got them to take the vehicle back into the shop within a week where it sat untouched for a week. There were some other minor issues I added to the list too. They fixed the seatbelt but couldn’t address the other items. So I picked up the vehicle and made another appt with the other items. They pulled the vehicle up and it had a large bird dropping on the rear quarter panel. I asked if they had some quick detailer to clean that off with and they said no. There was a bottle sitting there right behind the service desk labeled “quick detailer”. Ended up grabbing one of those boxed waters from their fridge and cleaned everything myself. Ceramic coating made it easy peasy. But they literally couldn’t give a whit about helping because it really did seem they were slammed.

 

[ZipZamZoom]

I think there are two aggravating factors at play in some service centers:
* The service centers are overwhelmed
* Rivian has not focused on just in time scheduling

While I sympathize with the centers that are understaffed, I find it ludicrous that people are so often required to leave their vehicles at the SC for days or weeks before they are brought into the shop.

Love my truck, but just dropped it off for half shaft inspection because of noise and they think they can get it back to me in 2 weeks. I was able to decline the rental car because I can make other arrangements but the financial waste to Rivian is non trivial here.

Not to mention that it makes me reconsider upgrading to a new Rivian in the future.

 

[beatle]

As a soon-to-be owner this is a pretty concerning thread. I've been a Tesla owner since 2019, and service had its issues, but not like this. Most Tesla old-timers talk about how fabulous service was in the early years - how the company bent over backward to get you back on the road, or with a loaner Tesla at least as nice as your current car in very short order. Things only took a nosedive when they ramped up the Model 3, and the tidal wave of cars crushed their service system. Being that Rivian is still in the early days with only high end vehicles makes the long term prognosis seem pretty dim.

 

[Mandarin]

Sorry, I'm too lazy to read the whole thread but I agree Rivian needs to do something with SC.

I just passed 2 years anniversary of my R1T and my truck has been in SC 18 times... But wait, 12 of those visits were to fix issues they made during servicing the vehicle.

Yes, they are always broking things and never tell it.

They have replaced the front drive unit recently on my truck and returned it half assembled.

Literally.

All plastic trims, panels and etc were not installed properly, and more than half of the original fasteners were missing. Many panel pieces are broken and etc. Even Lug Stud has a broken thread.

Calipers, rims - everything is scratched now.

Now my car is there again, I was promised to have an update the next business day (today), but nothing was given ))))

Communication with SC is just a joke.

But, during the previous 3 weeks' visit when I had their loaned, suddenly it got a crack on its windshield. I texted them about it in the app and got billed literally 3 minutes later, while every other question every time I ask them is not replied to for 4 to 5 hours, sometimes days.

Of course, during those 3 weeks, they worked on my truck for only a few hours.

They got it on Wednesday 5/22 and touched it 1sd time on 5/31 finding out it needs a new drive unit. Week of waiting for parts. Returned it only on 6/12.

 

[André]

As a soon-to-be owner this is a pretty concerning thread. I've been a Tesla owner since 2019, and service had its issues, but not like this. Most Tesla old-timers talk about how fabulous service was in the early years - how the company bent over backward to get you back on the road, or with a loaner Tesla at least as nice as your current car in very short order. Things only took a nosedive when they ramped up the Model 3, and the tidal wave of cars crushed their service system. Being that Rivian is still in the early days with only high end vehicles makes the long term prognosis seem pretty dim.

Imagine with the R2 in mass production in 2026...

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