Shoutout to Rivian Customer Service!

[shandel]

I wanted to offer a big thank you and shout-out to Rivian customer service and support teams. I woke up Sunday morning to find my Rivian in the garage dead - no lights, no screens, couldn't open frunk, etc. I had to leave quickly to take my son to a robotics tournament in Berkeley, so I borrowed my wife's car for the day.

When I got home Sunday evening, I called Rivian support and talked to a woman who was helpful but could only do so much because the service centers were all closed. I called them again this morning and talked to another gentleman who was super helpful in getting my wall charger reset and then contacting the South SF service center to see if I can get a mobile appointment.

I mentioned to him that we were planning to take the Rivian on an important road trip soon, and were really hoping to get this fixed.

They moved mountains and a local mobile support guy who has been to our house before shifted his schedule and came over to do a diagnosis and a 12v battery swap. He fixed everything, and we're now back in business. He has always been very knowledgeable and communicative and solved our issue quickly.

Thank you to the Rivian team for making this happen for us!

For those interested, it looks like my Rivian wall charger got into a funky state (possibly from a power surge or some other random event) sometime on Saturday and when the scheduled charge started at midnight, it put the Rivian itself into a bad state. This caused some of the sub-systems in the Rivian to continue to drain the 12v battery, and by the next morning it was completely depleted.

The mobile technician swapped out the old 12v for a new one and all is fine now.

Sponsored

 

[RivianCivilian]

Completely agree with you about the support team. I just had a "chat" on the Rivian website with one of their customer service guys, and although my questions were very strange and out-of-the-blue, he was so nice and patient with me. Great job, Rivian!

 

[Robin]

I wanted to offer a big thank you and shout-out to Rivian customer service and support teams. I woke up Sunday morning to find my Rivian in the garage dead - no lights, no screens, couldn't open frunk, etc. I had to leave quickly to take my son to a robotics tournament in Berkeley, so I borrowed my wife's car for the day.

When I got home Sunday evening, I called Rivian support and talked to a woman who was helpful but could only do so much because the service centers were all closed. I called them again this morning and talked to another gentleman who was super helpful in getting my wall charger reset and then contacting the South SF service center to see if I can get a mobile appointment.

I mentioned to him that we were planning to take the Rivian on an important road trip soon, and were really hoping to get this fixed.

They moved mountains and a local mobile support guy who has been to our house before shifted his schedule and came over to do a diagnosis and a 12v battery swap. He fixed everything, and we're now back in business. He has always been very knowledgeable and communicative and solved our issue quickly.

Thank you to the Rivian team for making this happen for us!

For those interested, it looks like my Rivian wall charger got into a funky state (possibly from a power surge or some other random event) sometime on Saturday and when the scheduled charge started at midnight, it put the Rivian itself into a bad state. This caused some of the sub-systems in the Rivian to continue to drain the 12v battery, and by the next morning it was completely depleted.

The mobile technician swapped out the old 12v for a new one and all is fine now.

Those mobile guys are great , we had one come to our place in Petaluma diagnose a problem and a possible fix, he was knowledgeable, patient and answered our “zillion questions”. It was great talking to a live person vs the usual phone call, chat system.

Sponsored