Scheduling issues with Trenton, NJ service center

[Robr927]

Man...getting anyone from Trenton, NJ service to respond by the Rivian app text messaging is extremely painful. When Rivian released the newest app, one of the things they pushed was being able to communicate via text messaging. Well that's not working very well.

Rivian phoned me to schedule a "customer campaign" to check torque on something with the suspension. They scheduled my appointment with Trenton and sent me a confirmation text. Great...that worked. I responded back to the text and asked about having 2 other minor issues looked at while it was there. Trenton informed me they could not do that and I would have to schedule a separate mobile appointment. Not a problem...they gave me 2 options for date/time and I responded back within a half hour. I heard nothing from them regarding a confirmation. I texted back a day later to ask if the date was confirmed. No response back from Trenton until over a day later when they informed me that the time I chose a half hour after they sent the first text was no longer available. They now gave me two more slots and I responded back within a minute with my preference. It has now been over a day with still no confirmation on the second date and I'm fearing that slot is now gone as well. It's extremely frustrating to spend $100K on a vehicle to have such subpar service.

Has anyone else had any experience dealing with Trenton?

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[dngo]

Sorry you're having trouble. I had a great experience with them. They called me to talk about the work I needed and my timeframe for getting it done. When I had concerns I called the main Rivian service number and they connected me with the Trenton service center, you might want to give that a try.

 

[Robr927]

It took two days but they finally got back to me via text on Sunday confirming my appointment. For future requests, I'll call instead of texting through the app. It almost feels like they are overwhelmed and possibly under staffed and just can't respond back in a timely manner. I'm sure everything will work out just fine.

 

[JayinNJ]

I had work done at that location and it was fast and great. Got a Silverado EV as a loaner (only turned out to be for half a day). I just recently got the check torque of wheel hub service request. They are doing it via mobile service.

 

[TTedP]

I had a good experience with Trenton. Also got a Silverado EV. It's a small temp shop, not a permanent facility so don't expect anything fancy.

When it comes to scheduling, I think the initial contact is with a national team. You don't get handed off to the local SC folks until after you drop your car off (my experience anyhow and how I would explain the delay in response). Better to just call the main service # next time and they can look at slots in real time.

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