Service is going downhill a bit.

[Dave Cundiff]

None of us should have to be on a first name basis with our SCs. Lol. Please R2...be reliable!

Great point!!!

Having two Rivians, with maybe 32K total Rivian miles/year, has doubled our contact time with the Service Center, compared to only having one Rivian.

Long before Rivian, I was on a first-name basis with almost everyone at our independent repair shop in Olympia, so I don't perceive this as unusual. Relating to auto repair people has been part of my life for decades. It's what we do as drivers, even with new vehicles.

That being said, Rivians are complicated. Rivian Service Center staff certainly aren't the "lonely Maytag repair people" of the 1970's....





Best wishes!

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[Billyk24]

Living a long multiple hours drive from the nearest service center is giving me pause with a future purchase. Might be better to wait another year for reviews and feedback.

 

[Goose]

Maybe Rivian will allocate a small chunk of R2 production to demo/loaners? Would make sense the cheap mass market vehicle would be the loaner.

 

[MrHockey17]

I had to make an appointment for an electrical issue with my truck, and I wasn't too happy about how it all went down. First, they were supposed to call me several times to schedule an appointment, but failed to do so. It wasn't a huge issue, but it's getting worse, and my mileage is close to out of warranty, so I need it fixed. I had to call them after dealing with their AI to get it fixed. Not a huge deal, but not the level of service I've had with Rivian in the past.

Then it came to the rental car. First, they hedged about providing one, even though I have to leave my car there. Then, there was this whole spiel I had to agree to about how if the damage is deemed to be my fault, I will be responsible for the rental fee. I don't know how an electrical short is my fault, even though their tech was already out and couldn't find the problem during a mobile visit. Overall, it felt very antagonistic. I have to drive several hours to the center to drop this car off, which is already a pain in my ass, but now I have to worry about rental car bills, too?

What happened to the Rivian loaners? That's what I got in the past; now I can get some Enterprise thing and wonder if I'm getting a bill for it. I don't like that overall vibe, and I'm starting to understand why some people would complain that this experience was different from other luxury manufacturers'. My wife just had her BMW serviced, and it wasn't even a question whether or not she was getting a rental car. They gave her a new 2026 M Sport trim, the closest they had to her M50. It's not the end of the world, but it doesn't feel like the premium experience I paid for, spending what I did on my R1S.

I've been an owner since '22 every time I have to engage service it seems like something that they used to have is no longer there and the level of service gets a little worse.

If this is a wide spread practice then Rivian is making a big mistake. First, they are being disrespectful to their existing customers. Second, the R2 potential buyers (I'm in that group) come here to watch and learn. If what we learn is that customer service sucks--well, I would just stay with Hyundai--they have widespread service centers even if their customer service is poor.

 

[Donald Stanfield]

Update time, as my R1S is back home in my garage, charging happily. Turns out one of the front radars was broken. Rivian replaced the broken DC charge port cover and did an alignment, as the tech noticed it was slightly off from my new tires.

I dropped it off at 11 am on Monday. The Duncan center texted me yesterday to update me, and again this morning to let me know my vehicle was finished. The turnaround time was pretty quick considering they needed parts. I replied that I would be heading down there today to pick it up, and if he could possibly charge my R1 so I could make it back home. When I arrived, my truck was at 100%, and all I had to do was hand the key card from my loaner, and I was on my way.

Overall, the service experience has been on par with all my previous service tickets. It's a shame the guy I talked to on the phone was as standoffish about their boilerplate "if it's your fault, you need to pay for the loaner" thing, because if that had been better, it would have been a 10/10 service experience. Fast turnaround, communicative staff who kept me updated, and a truck fully charged and ready.

I also appreciated the attention to detail about suggesting an alignment, because I had a third party replace the stock tires, and they did not do one. That is good service for me, AND good for them, as they made a little money even though the initial work was warranty. I'm going to quote this and add it to my thread starting reply, just so people know the full story without having to go through 4 pages.

 

[DuoRivian]

Update time, as my R1S is back home in my garage, charging happily. Turns out one of the front radars was broken. Rivian replaced the broken DC charge port cover and did an alignment, as the tech noticed it was slightly off from my new tires.

I dropped it off at 11 am on Monday. The Duncan center texted me yesterday to update me, and again this morning to let me know my vehicle was finished. The turnaround time was pretty quick considering they needed parts. I replied that I would be heading down there today to pick it up, and if he could possibly charge my R1 so I could make it back home. When I arrived, my truck was at 100%, and all I had to do was hand the key card from my loaner, and I was on my way.

Overall, the service experience has been on par with all my previous service tickets. It's a shame the guy I talked to on the phone was as standoffish about their boilerplate "if it's your fault, you need to pay for the loaner" thing, because if that had been better, it would have been a 10/10 service experience. Fast turnaround, communicative staff who kept me updated, and a truck fully charged and ready.

I also appreciated the attention to detail about suggesting an alignment, because I had a third party replace the stock tires, and they did not do one. That is good service for me, AND good for them, as they made a little money even though the initial work was warranty. I'm going to quote this and add it to my thread starting reply, just so people know the full story without having to go through 4 pages.

Glad it all worked out and hopefully restored your faith in Rivian.

 

[Donald Stanfield]

Unfortunately, another update is required for this. They had to take the front bumper off to fix the faulty radar. When they put it back on, they didn't connect the washer fluid reservoir correctly, and now it doesn't hold fluid. I tried to get a mobile appointment to fix it, and they want me to bring it back in. I really don't want to drive another 6 hours just to fix their mistake. I'm not sure what I'm going to do about this yet, but driving this far for repairs really isn't working for me.

 

[krb1183]

Unfortunately, another update is required for this. They had to take the front bumper off to fix the faulty radar. When they put it back on, they didn't connect the washer fluid reservoir correctly, and now it doesn't hold fluid. I tried to get a mobile appointment to fix it, and they want me to bring it back in. I really don't want to drive another 6 hours just to fix their mistake. I'm not sure what I'm going to do about this yet, but driving this far for repairs really isn't working for me.

That would be annoying to have to drive back for that.

 

[NY_Rob]

I really don't want to drive another 6 hours just to fix their mistake. I'm not sure what I'm going to do about this yet, but driving this far for repairs really isn't working for me.

Any Rivian certified body shops near you? It would be simple for them to remove the frunk tub and at least give it a look see and if it is just a non-connected hose they could fix that. Of course Rivian would have to pay them for their work. Just a thought...

 

[Donald Stanfield]

Any Rivian certified body shops near you? It would be simple for them to remove the frunk tub and at least give it a look see and if it is just a non-connected hose they could fix that. Of course Rivian would have to pay them for their work. Just a thought...

I'm not sure what the Body Shop situation is here. I don't know why it isn't mobile; they already had the same part off here at my house once. They didn't connect something right; they should send the people here to fix it. There are two techs in Knoxville. Sending them both here for an hour is 4 hours less time than Rivian is expecting me to spend fixing their mistake.

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