Service Expierence (Madison Heights)

[wski441]

After seeing all the poor service experiences, I thought posting a good one, might help.

On Sunday night my R1S suspension went out, and performance was limited. After getting the vehicle back home, I hopped on the phone w/ Rivian support. We ran though the standard turn it off and back on again procedures, which did not help. I let it sleep overnight.

The next morning I called back in to get service scheduled. I was given an appointment on Wednesday, but could drop it off the same day. I was given a rental and uber to Enterprise. Getting the SUV to the service center was an adventure, being limited to low speeds I had to take mostly back roads.

Upon arriving, I was greeted by name and given a preliminary schedule of when the vehicle would be ready (end of the week).

Later that day, Rivian called to let me know the jounce lines on the driver side unseated themselves and were leaking. They planned to replace both front sets once parts arrived.

On Tuesday, I was able to pick up my vehicle.

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[COdogman]

Thanks for sharing! Glad they got you back on the road so quickly.

They still have a big hill to climb with service, but they are trying. I believe they will get where they need to be.

 

[GoBlueR1T]

Glad you had a good experience! I, unfortunately, did not. I needed my door handle replaced and made it abundantly clear when scheduling the service more than a month in an advance that I needed it done the same day (not a ridiculous request; it was a small fix). Frustratingly, when I showed up for the appointment, I was told they didn't have the part on hand, so I ended up having to make a new appointment for last week. Altogether, about 4 hours of driving to/from the Madison Heights service center just for a new door handle. I was also told back in August that I had to make the 2 hr round trip visit just to have my spare tire installed rather than a mobile service visit, which is apparently not the case. I really hope Madison Heights makes some improvements.

I will say that when I left negative feedback on the survey they sent me, I received a phone call from a higher up, so I think they are trying to fix the kinks in the system.

 

[Schmurt]

I drove 5 hours round trip to Madison Heights for them to tell me that the issue I was having(creasing on the rear doors of my R1S) is normal and expected because of how the glue is applied for the seal. Now, I'm not saying it was Madison Height's fault, but what is the point of sending pics and videos if you they aren't going to look at them. The service manager took one look at them and knew immediately what I was seeing. It seems like a design flaw is you ask me, but that's a whole other issue. I was rather bitter about wasting near a whole day of my time driving round trip. The service manager got on the phone and talked to the district manager and they provided me with a free tire rotation(was also scheduled this visit) and a service credit for my time and frustration.

I had a thought when I placed the ticket to see if they could send a mobile tech just to look at it, in hindsight I wish I would have asked. Madison Heights made the best of a bad situation, but I will still be happy when Caledonia is open in Jan-Feb so I can drive 45 minutes instead of 2.5 hours to get there.

 

[wski441]

I think you have hit on the reason why Rivian is limiting deliveries to 200 miles from a service center. While my drive was around 50ish minutes on they way to drop it off, it was closer to 25 on the way back. A 5 hour trip would be exhausting.

 

[Schmurt]

I am in Kalamazoo. It's like 140ish miles. Which, with traffic, is 2.5 hours. I'm basically right in-between Chicago and Madison Heights, but Chicago has worse traffic and longer wait times for service. Honestly, the first time I got service, while not ideal, wasn't bad. They had my R1S for 3 weeks and I had a rental. I wish they had more loaners. It sucks going from driving a Rivian to driving a Kia, but besides that it wasn't terrible. Except that on the way home one of the issues(phantom dome light) happened again...

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