Service Center Cautionary Tale (or perhaps my mistake)

[nc10]

Took my R1T to the Atlanta SC last week, about a 5 hour, 250 mile trip. Addressed A/C problems, charging error messages, and bad alignment. They did other stuff because they had access, lubricated tonneau cover, front grill blind (whirring/grinding sound), checked molding, key fob update and replace battery, c pillar clip removal.

I had asked them to fix the charging pad, and the incorrect graphics and occasional non functioning controls on the UI and scroll wheel when playing stuff from my iPhone 14 pro, but said it was a problem with some many phones (sigh..), so no action to be taken........

Wanted to mention, that in my case, Rivian turned off gear guard while my truck was in their shop. Not completely surprising, but something I did not think about and was not informed of.

I always leave my gear guard on, so don't think about turning it on or off. I had one set of videos in the service center, and then nothing. I didn't check to see Gear Guard was off when I picked up my truck.. As I was driving back I stopped at an outlet mall in Commerce GA (Direct Tools outlet). Parked away from other vehicles and went into a store. Lot was relatively empty.

When I came out to my R1T after going in a store, there was a 1 foot long scrape in my paint on the right rear fender, enough that the metal is dented and I can see bare metal. I went to check the gear guard video, as I expected it to still be on, and was dismayed to see it had been turned off. Took me a while come to terms with the fact that someone damaged my truck, left with no message, and to add insult, my Gear Guard had been turned off. Something to keep in mind when your vehicle is serviced.

Sponsored

 

[jollyroger]

Just to add, if you have a dash cam. They want that disabled too. I always unplug at the camera so it’s easy to see that it’s off.

 

[COdogman]

Ugh. That sucks! Are you going to ask them about it? Maybe they have their own video surveillance of the shop/ lot that could confirm if it happened there.

 

[madgrey]

SC does all kinds of "adjustments" like charging schedule for instance...

 

[KeithPleas]

Wanted to mention, that in my case, Rivian turned off gear guard while my truck was in their shop. Not completely surprising, but something I did not think about and was not informed of.

Similar situation with Lexus - they turn off the headlights and parking sensors when you go in for service, don't tell you, and don't turn then back on. My wife nailed a parking bollard after picking up her car because of that and the autobody repair place said "you must have just had it serviced at Lexus of Bellevue - we get a lot of business because of that".

I have FLAMED them in customer surveys for YEARS on this - have it on my record that every time I'm in for service they MUST turn these back on. No joy. They just don't give a damn about customer safety.

 

[W1SE]

When they had my truck they turned it off but you can turn on from the app so I turned it on while it was in the shop. I could later see the videos of them going to/from around the truck.

 

[nc10]

Ugh. That sucks! Are you going to ask them about it? Maybe they have their own video surveillance of the shop/ lot that could confirm if it happened there.

I told them I was frustrated about not at least being informed. I looked over the truck when I picked it up. Don't see how I could have missed it, so sure the damage didn't happen at the SC.

I had to call rivian to get the name of an approved body shop, of which there are apparently none in Charlotte, which I'm not too far from.

 

[mulder00]

Took my R1T to the Atlanta SC last week, about a 5 hour, 250 mile trip. Addressed A/C problems, charging error messages, and bad alignment. They did other stuff because they had access, lubricated tonneau cover, front grill blind (whirring/grinding sound), checked molding, key fob update and replace battery, c pillar clip removal.

I'm having trouble w/ my A/C as well and have an appt w/ the Atlanta SC on Friday the 10th. I have a long trip to Atlanta as well and am trying to plan accordingly. Were they able to address all your issues in a single day? Or did you rent a car or have a loaner? Did they have to replace your A/C compressor? Did they offer to tow your R1T from your home to the service center and back again or was driving there your only option? Thanks for any insight you can give me!

 

[nc10]

Did they have to replace your A/C compressor? Did they offer to tow your R1T from your home to the service center and back again or was driving there your only option? Thanks for any insight you can give me!

From the invoice "Eval AC system and found 650 gm or 750 gm charge. Checked for leaks, found leakage from high side condenser to line seal. Replaced condenser high side seal, and recharge system to 750 gm fill. Test A/C after repair, and found cooling to correct levels."

Its been too cool here for me to give a really good test, but is doing better. But did better at first last time it was fixed.

I had the A/C fixed last June a week after I received the truck. Rivian put it on a truck and hauled it to the SC and back last June. But driving in was the only option this time. I repeatedly asked for a loaner when I set this up, never heard back for sure, but always said they would do something. Kept asking and was finally clearly told I'd get a Rivian loaner 3-4 days before the appointment. Got a silver R1T as a loaner. Rivian said they did not always have loaners, sometimes provided Enterprise rentals, not sure how that works. Took it in on a Monday, heard back it was done on Thursday, picked it up on Friday.

You should request a loaner ASAP.

Good luck!

 

[CommodoreAmiga]

They really need a "service mode" that they can put the vehicle in that basically preserves all of your settings and they can tweak whatever they need while it's in service but once releasing the vehicle it restores your preferences.

 

[EVTrukHog]

My A/C failure was due to a crushed o-ring on the refrigerant line which caused all of refrigerant to leak out. Probably a 5-cent part. They were able to get it in/out same day while I waited.

 

[mulder00]

From the invoice "Eval AC system and found 650 gm or 750 gm charge. Checked for leaks, found leakage from high side condenser to line seal. Replaced condenser high side seal, and recharge system to 750 gm fill. Test A/C after repair, and found cooling to correct levels."

Its been too cool here for me to give a really good test, but is doing better. But did better at first last time it was fixed.

I had the A/C fixed last June a week after I received the truck. Rivian put it on a truck and hauled it to the SC and back last June. But driving in was the only option this time. I repeatedly asked for a loaner when I set this up, never heard back for sure, but always said they would do something. Kept asking and was finally clearly told I'd get a Rivian loaner 3-4 days before the appointment. Got a silver R1T as a loaner. Rivian said they did not always have loaners, sometimes provided Enterprise rentals, not sure how that works. Took it in on a Monday, heard back it was done on Thursday, picked it up on Friday.

You should request a loaner ASAP.

Good luck!

That sounds about what I expected. They haven't called me to coordinate my appt this Friday yet, so I'm going to pester them to get them on the phone today. I'm definitely going to need a loaner. Thanks for the info!

 

[nc10]

They were able to get it in/out same day while I waited.

Good point.

In my case I drove 250 miles to the SC for something that had been fixed before. I really wanted them to keep it long enough to be sure the fix worked this time. TBH, I'm still concerned they did not test very long.

I also needed wheels aligned, asked them to lubricate the noisy blinder behind the front grill and address a dc charging reduced error message I was getting (and still get after the shop visit).

Sponsored