Service wait times

[Eugenio]

Hey all

New Rivian R1S owner. Love the truck. Having a couple issues so tried to schedule an appointment and the soonest was March 5! I mean I know we’re early adopters but that seems really excessive to wait 4 months for an appointment. I mean coming from a Tesla, it was usuall 2 weeks max. Just curious if this is everyone’s experience.

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[COdogman]

Yeah, it’s Rivian’s Achilles heel right now. It’s not the situation in every area, but most service centers are stretched pretty thin right now. Rivian is trying hard to rapidly expand mobile service and add new locations but they are falling behind. Plus, they are prioritizing the more serious issues, like people with vehicles that are not driveable.

 

[DuoRivians]

It also depends on the priority. If your service requests are primarily NVH or panel gaps, those are near lowest priority and will need longer waiting.

 

[Rivian805]

Dropped of 11/3 at sc and hasn’t been touched yet.

 

[Electrified Outdoors]

It's been going on for too long. Rivian needs to address this with a priority. It's been an issue since at least May and here we are in November. It's gotten worse (longer waits) not better.

The service folks are great but something needs to be done about the long wait times.

 

[ads75]

This summer my 12v batteries died. It took close to 3 weeks for mobile service to come out and replace them. When I was getting motor errors (that turned out to be erroneous) shortly after the 12v batteries were replaced, I got an appointment that same week. Undriveable due to dead 12v batteries, meant a 2.5 week wait period. Undriveable due to motor errors, appointment that same week.

 

[broc]

This is a serious issue that I think is really going to hurt Rivian's success. I'm waiting on an appointment in April 2024 to fix a leak in the air suspension and some other stuff. Totally unacceptable. Service wait times were bad when I got the truck 1 year ago and are obviously getting way worse with the increased number of vehicles that have been delivered. I'm at the Bellevue, WA service center which is tiny and serves a huge market. I'm not sure how they are ever get ahead of this.. I love the truck but the service model is unsustainable.

 

[R1Tom]

This is a serious issue that I think is really going to hurt Rivian's success. I'm waiting on an appointment in April 2024 to fix a leak in the air suspension and some other stuff. Totally unacceptable. Service wait times were bad when I got the truck 1 year ago and are obviously getting way worse with the increased number of vehicles that have been delivered. I'm at the Bellevue, WA service center which is tiny and serves a huge market. I'm not sure how they are ever get ahead of this.. I love the truck but the service model is unsustainable.

I agree. Everybody has alot of excuses, but that is not acceptable and if Rivian doesn't get this phase behind them quickly I agree it could, if it isn't already, seriously damage the success of the company.

Some locations seem just fine, as many will say, but none should ever have that kinda of backup. No matter what the reasons are.

 

[jjswan33]

FWIW the wait times in PDX have not been an issue lately. They got me in twice this month after I encountered a brake light issue earlier this month and my suspension issues over the weekend.

I was even told their calendar is wide open in January.

 

[oskeei]

Shop around between sites.

Here in central Illinois, Normal was 2 weeks for next appointment. If I switched to Chicago or St. Louis I saw the dates were more like 2-3 MONTHS! This is before any priority was assigned to the issue I had. I found when issue was more of a priority (driveability issues) they were able to go from weeks to days.

Mobile service was 1.5 weeks when I set up my appointment for compact spare tire (low priority) last week.

 

[Redline]

This is totally a priority for them. Hiring is also a challenge. It's going to take some time and growing pains will be everywhere.

They have my R1S right now for some trim and panel adjustments. They said 7-10 days and it took 2 months to get the apt.

 

[krockett]

My front camera and sensors have been offline ever since an OTA update over half a year ago. Scheduled a service appt for 11/30 (took the day off from work) and received a call yesterday saying the center was swamped and had to push my date back to March or April next year. Yeah, not happy right now.

 

[R1Tom]

My front camera and sensors have been offline ever since an OTA update over half a year ago. Scheduled a service appt for 11/30 (took the day off from work) and received a call yesterday saying the center was swamped and had to push my date back to March or April next year. Yeah, not happy right now.

This too is not good behavior. Telling customers they are too busy with bigger problems isn't a way to give consumers confidence. I do think some centers are keeping up and some are swamped. Hopefully they can help the swamped out with all the resources they need to get these thing resolved. Trucks and brand are too awesome to not get this solved.

 

[NauticalSpiR1T]

Dropped of 11/3 at sc and hasn’t been touched yet.

This is unacceptable - especially if the vehicle is drivable! They should just schedule the appointment the day they're ready to work on it.

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