Service in general

[KMWNAZ]

I've had my new R1S for about 30 days now and I have a couple of minor things wrong. (e.g. driver profiles don't work, phone access stops working) not anything that's a "hill to die on" but....I attempted to get Mobile Service and my choices were until late November I asked for service from the Service Center last week but still no appointment, call back, etc. So how's everyone else's service experience? The service seems woefully inadequate for the column of business they have.

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[moosetags]

Our experience has been pretty good. We have had mobile service once to replace the 12 volt battery. Rivian was very responsive on this occasion as this issue can put the vehicle out of service. They fixed one other minor issue while the tech as here. This is our only experience with service. We have had our R1T for a year and a half.

We had some early problems with PAAK issues. WE were able to work these out with a service tech over the phone. You might want to consider "over the phone" service for the types of problems that you have mentioned.

Brian

 

[KMWNAZ]

Be happy to do it over the phone, they take the call but want to call back and so far no call back. I called back and they said "I was on the list". Oh well. I'm

 

[ndmiller]

I always get a call back within 24 hours of putting in a ticket to understand the issue. Then a follow-up on appointment type a day or two later with a scheduled date. If I need to change something a message on that ticket gets a response within a day as well. Not perfect, but as designed.

 

[moosetags]

Be happy to do it over the phone, they take the call but want to call back and so far no call back. I called back and they said "I was on the list". Oh well. I'm

I'm sorry to hear that. They were very responsive a year and a half ago. I guess they have been overtaken by the volume. There are some very competent folks here on the Forums. You might consider creating a thread on your issues and see if someone here can help.

Brian

 

[Mellowyellow]

A lot of the service stuff in general is software bugs. They need high quality build cars (out of the factory) and to validate their software more rigorously. Those two alone would do wonders for the owner experience

 

[KMWNAZ]

A lot of the service stuff in general is software bugs. They need high quality build cars (out of the factory) and to validate their software more rigorously. Those two alone would do wonders for the owner experience

Agree think that's what I have.

 

[140 degrees]

My experience has been good, but from what I read here, it depends on your service center. South Sacramento has been a pleasure to deal with.

I currently have a low priority appointment scheduled for December. I could have taken a closer one, but based on past experience, they'll call me if the mobile service has an opening and they can fit me in. Also, there is a chance that my problem can be fixed with a software update.

There are some here who say that Rivian should reconsider and partner with dealers. I have had experience with three different EVs from legacy companies. I like the service center model better. The dealerships don't like dealing with EVs because there isn't very much service related profit. Usually, there is just one mechanic with some EV expertise, and it can be hard to get an appointment scheduled. Also, the expertise with with software issues is usually pretty low. It's a training and resource issue, but the dealership's motivation is to keep selling ICE vehicles.

 

[R1Tom]

Unfortunately I don't think Rivian service can be simplified to 'in general".

My experiences of late have been excellent. All my remote service has been excellent.

But it seems many locations are still overloaded and need expansion.

I am sure they are working tword making it a great experience everywhere....but probably have to throttle that spend....to a fine line....with the state the company is in.

 

[Fmc]

Houston service center has exceeded expectations

 

[KMWNAZ]

I'm in Phoenix, we must be a secondary market.

 

[Zoidz]

I post this frequently when there is a discussion about service performance. It's clear that Rivian needs to improve. Service staffing seems to be a big problem and it appears they are aware of the issue. Today there are 523 openings posted on their web site for service positions.

How many of your friends, associates, or their kids have you heard say "I want to be an automotive tech?" The answer is probably zero.

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