Service is going downhill a bit.

[Donald Stanfield]

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.

EDIT: Here is the final resolution

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.

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[Yota2R1T]

Sounds like belt-tightening.
Obviously not the way we'd like to see this go as owners, but it could be indication of strain from the top.

 

[jemkewl]

Had similar experience when I went in for the recall in that service is not the same as it was which is a negative thing.
Professionalism, personable, pleasant... nearly non-existent in my last visit.
Hope it was just a bad day, but do not think that to be the case given the other changes observed in the physical environment.

 

[DuoRivian]

I thought you had a fairly new tri motor so surprised you are close to mileage limit on warranty.
Loaners are available but limited, I was lucky to get the last one on my visit so I can understand missing out. When the R2 is available they can have more loaners.

 

[Donald Stanfield]

I thought you had a fairly new tri motor so surprised you are close to mileage limit on warranty.
Loaners are available but limited, I was lucky to get the last one on my visit so I can understand missing out. When the R2 is available they can have more loaners.

Yeah, it's a 2025, but I have 30K on it. It's my road trip car. Not having a Rivian loaner was a bummer, but I can understand availability issues. What I cannot understand is the overall feeling that it was adversarial trying to get a rental. First, it was the attitude of "Well, I guess if you really need one, we can." Then it went to "If this is found to be your fault, you will be paying the rental bill". I paid 113K for my R1S, and it's the second Rivian I've purchased.

With that, I'd expect to be treated like a valued customer, not an asshole trying to get something free. I'm entitled to a rental car so they can fix the car that broke in less than a year. That's not on me, that's on them. It's the kind of thing that makes me want to trade this in for an iX.

 

[Donald Stanfield]

Sounds like belt-tightening.
Obviously not the way we'd like to see this go as owners, but it could be indication of strain from the top.

That's exactly how it feels, but at this price point, squeezing your customers isn't a great idea IMO. Since 2022, I've spent almost 200K on Rivian vehicles. I would think that would make me a valuable customer. I'm not rude to Rivian service people, and in the beginning, the service level and Rivian's willingness to help were excellent. I felt that they wanted me to love my car.

This last interaction has me feeling like I am the problem when it is my vehicle that has broken in less than a year. I have to drive 3.5 hours two states over to drop this thing off. If anyone should be bothered by this it should be me and instead of getting the third degree over providing me with a rental they should be apologetic or at least understanding and accommodating.

 

[Yota2R1T]

I hear you, though I've not experienced it on my end - for what that's worth.
What's this electrical problem you're dealing with?

 

[DuoRivian]

I am curious what your electrical issue is and I thought they had service centers closer to you now. At least you are only half way through the mileage warranty so you have time.

 

[SANZC02]

It is interesting how different experiences are. I was out of town for 8 days, when I got back my fron suspension was bottomed out. Used the app this past Tuesday to make an appointment. Got one at the closest SC for Friday at 1PM, dropped it off, they had an R1T for a loaner, vehicle was in service mode a couple hours later. Expect it back on Monday or Tuesday.

I did run a test measuring the height at the wheel well Monday, let it set for 24 hours, determined it was dropping 1/4 inch in 24 hours and provided the pictures in the ticket.

Update: Got vehicle back this morning. They replaced both front dampers with an updated design under warranty. I give this service experience an A

 

[madhat]

Seems site specific. Yes, it's been enterprise for me, but very clear i was getting a $150 Uber voucher for the day or rental at their cost. They've been very friendly with me even with my most recent two visits this past month. One of them even recognized my wheels for the forum.
They even gave me a voucher for an elective service (not warranty/recall)! They said hey we've got a few alignments lined up today so we're giving you a voucher.
Sorry you're seeing your local center be less accommodating in general.

 

[Donald Stanfield]

I hear you, though I've not experienced it on my end - for what that's worth.
What's this electrical problem you're dealing with?

It keeps dropping an error saying the ADAS is unavailable but the error message pops up and is gone in a second. The mobile tech said he saw codes but didn't know what they meant. When it rains the whole driver assistant suite goes out intermittently for random amounts of time. Sometimes a few minutes up to 40 minutes at a crack ( I was on a long trip when I noticed this). Also the automatic emergency braking activates at random. Not sure if that's related but it's really unnerving.

 

[Donald Stanfield]

I am curious what your electrical issue is and I thought they had service centers closer to you now. At least you are only half way through the mileage warranty so you have time.

Wouldn't this fall under the 3 years 36K mile warranty?

 

[Dark-Fx]

It is interesting how different experiences are. I was out of town for 8 days, when I got back my fron suspension was bottomed out. Used the app this past Tuesday to make an appointment. Got one at the closest SC for Friday at 1PM, dropped it off, they had an R1T for a loaner, vehicle was in service mode a couple hours later. Expect it back on Monday or Tuesday.

I did run a test measuring the height at the wheel well Monday, let it set for 24 hours, determined it was dropping 1/4 inch in 24 hours and provided the pictures in the ticket.

Rivian tends to prioritize issues that result in a potentially undrivable vehicle. Has always been that way. Quickest way to get your vehicle fixed is with something that will strand you.

It keeps dropping an error saying the ADAS is unavailable but the error message pops up and is gone in a second. The mobile tech said he saw codes but didn't know what they meant. When it rains the whole driver assistant suite goes out intermittently for random amounts of time. Sometimes a few minutes up to 40 minutes at a crack ( I was on a long trip when I noticed this). Also the automatic emergency braking activates at random. Not sure if that's related but it's really unnerving.

Any history of rodent damage on other vehicles? My money is on either that, a bad seal in a connector, or chafed wiring somewhere.

 

[DuoRivian]

Wouldn't this fall under the 3 years 36K mile warranty?

I had assumed the five year/60k mileage warranty. Didn’t realize issues like this would be a shorter timeframe.

 

[Dave Cundiff]

Portland SC recently needed to keep our R1S for several days. They started off with an all-paid Enterprise SUV, then located a loaner to get us home and pick up our spare car.

For us, the "if it's determined not to be warranty, you may be liable for rental costs," seemed to be a formality. I know Portland SC will do their best to treat us right, within parameters set by the warranty contract.

Best to all!

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