Service times will kill Rivian

[luriaj]

Even without production continuing to ramp up, service times are going to kill Rivian. A minor window issue and the next available service is NOVEMBER. I know they need to make and sell more cars/trucks to remain viable, but if people are waiting 4 months for service they are going to go elsewhere.

Thoughts?

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[Dark-Fx]

The alternative for Rivian is to stop selling vehicles in areas where their service departments are overloaded. Wait times aren't that long everywhere.

 

[tate16t]

If Rivian focuses on a problem free delivered vehicle, this will help reduce the need for service. Quality Control!

 

[Redline]

This is an issue on the coasts, but not here.

They need to work on QC and also building out more service centers in populous areas.

 

[PsyTrance]

which center? I have to schedule an appointment at the SF center tomorrow. Some comms module prevents updating the vehicle software.

I let you know about the wait times.

 

[MidnightRivian]

Gen 2 vehicles will help a lot. The panel gap between fender and door was much better on gen 2. Many Gen 1 folks had issues with driver doors rubbing against fender.

Mine required a couple adjustments to stop it from rubbing. This Gen 2 looks much better from factory.

Gen 2 Paint was in better shape, panels gaps / cosmetic trim / door alignment was in much better shape which will lead to less re-work.

Rivian is taking feedback from Gen 1 quality concerns and using that feedback to make a better Gen 2 model which will spend less time at the service center.

Also my wait time for an appointment is usually 3 weeks and I end up pushing it to the 4th week due to my own availability. The service center times have been improving in my neck of the woods.

 

[COdogman]

They definitely need to improve, but many of the service centers are able to keep up with demand.

CO has always been near the top I think for number of deliveries, and somehow managed to keep their wait times relatively low. They swapped out my HV battery in June in 6 days. And the first offered intake date was less than a week from the day I called.

In the areas where they are still struggling with this, they seem to be slow to act, which is very strange.

 

[jjswan33]

Can you describe your minor window issue?

I am sure if it was a major issue they would get you in within days/weeks, my experience at least. Are you just quoting appointments available on the app or did you actually talk to someone?

Not saying Rivian service is great but it has improved significantly in the last two years, also no doubt they need to expand their footprint in the largest markets.

 

[R1DEW/ME]

I would agree at least in central California the earliest I could get an appointment scheduled was nearly 3 months out. I managed to get them to squeeze me in about a month out with intent to get comprehensive inspections done and tire rotation to see if there was any undisclosed issues since I bought used through carvana. Unfortunately I ran into the dreaded dead 12v issue a few days before my actual appointment. Required the car to be towed to San Jose SC. It’s been two weeks and to my knowledge they only done the diagnostic so far no actual work on replacing 12v or address other concerns.

 

[akc5247]

which center? I have to schedule an appointment at the SF center tomorrow. Some comms module prevents updating the vehicle software.

I let you know about the wait times.

TcM module replacement ?

 

[flybone89]

It must be location dependent. Here in southwest Ohio I have been able to schedule service within a week or two. But in the last three weeks I have also not driven by another Rivian either. Don’t see many out here so I assume the SC can manage demand for now.

 

[Armeniandave]

I unfortunately would agree. Mine has been in the San Diego Service Center for 29 days now and still not completed. Took 12 days to just do the initial look at it. I've now been without my truck for an entire month and even made a payment on a car I haven't driven. I love my R1T but if this cannot improve I may look elsewhere at some point.

 

[kyunam]

Additionally, from the experiences of last 10 visits,

1) once a vehicle is dropped off, it’s parked outside for a way longer than expected. Concerned about rental car fees Rivian pays Enterprise.

2) Not possible to get a hold of anyone in Eastvale SC over the phone, I went down there in-person just to ask what’s going on.

Low & high experiences in Irvine SC.
Constant low experiences in Eastvale SC.

I know it is a part of growing journey and I hope Rivian pays good attention over SCs to strive for great customer experiences and for Rivian’s profitability.

 

[ThumprMN]

Thoughts? My thoughts are that you’re frustrated and wishing Rivian was able to be more responsive at this point in their companies growth. I don’t think you’ll find anyone who would disagree that service should be more available and responsive.

But…. Seems a bit hyperbolic to go straight to “… will kill Rivian”. You have a minor window issue where the vehicle still functions, the drivetrain isn’t impacted, doesn’t sound like an immediate safety issue. Rivian Service center managers are probably prioritizing appointments based on issue criticality and getting vehicles into owners hands.

Not denying it must suck to wait that many months, but they are still growing out their network/capabilities and a minor window fix is not going to kill Rivian as a company.


The sky isn’t falling.

 

[BearMan123]

Morning. My new Gen2 R1s arrived with a few gremlins.
--Mirrors will drop settings and literally both drop into downward dog. Requires a reset.
--New design heat pump is LOUD. Nothing like my BMW ix xdrive. Bad at startup, stop lights one can feel the vibration. What is odd is that it goes off immediately when proximity locking locks the doors about 20' away from the vehicle.
--Panel gaps on the hood terrible and one end of the upper tip of the hood is 1/4" higher than the other side. It closes well--they must have overcome the poor gaps when adjusting the hood mechanism.
--Doors require slamming or they don't close all the way and open door comes on. SC from Richmond--I am in Raleigh, NC, advises to slightly roll down windows before closing doors. Really? How do I tell people to do that in the back seat?

Service appointment could not be scheduled until end of August.

Has this completely tarnished my experience? No. I went into this car knowing Rivian was still working out kinks as evidenced by a very significant mechanical and electrical upgrades/changes for Gen2. I leased for 2 years. I think this short period will tell whether to stay with the brand. The number of software updates does speak volume to a constant approach to tweaking. 2 since delivery for me 2 weeks ago. I only have had 4 in the BMW in 2 years. And, make no doubt, the BMW's vaunted idrive7 is a pretty display, full of junk searching for vehicle apps in menu after sub-menu and type font back 10 years ago.

For now, all windows tinted including darker and heat rejection for rear. Glass sunroof kind of pisses me off design wise without the cover built in or the chromatic change in the standars panoramic roof as my BMW has and it works well in that car to reject heat. I'll have it darkened to 15 or 20% next week. They would have done it yesterday, but had a new Cybertruck to take care of with the largest front window ever.

Trim to be de-chromed letters and thin trim strip around roof as black out package not available yet. Rims on the 20's with off road tires need a touch more attitude. I may replace and keep originals for sale or future lease-end swap.

*I sat in the Cybertruck there. Putting aside that everyone in the shop concurred that it is the most butt ugly truck or car ever since the Pontiac Aztec, it's a complete piece of crap interior quality and with seats flat and uncomftable. A Honda Accord has better quality seating. Are you serious Tesla?? See pictures

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