Shoutout to Rivian Service

[CGM55082]

I wanted to give a report on my dealings with Rivian service. I am blown away by how great they have been.

A little over a week ago, I called service and reported a list of relatively minor issues, but all things that still needed attention on my truck. The kicker for me is I live 200 miles from a very busy service center so I was anxious about how this would all be coordinated and was anticipating having to deal with logistics hell, a lack of communication, etc. I could not have been more wrong. Rivian coordinated a tow truck to pick up my R1T. I had phone calls when the driver was on his way with an ETA and also had text updates from Rivian. The driver was a true professional, clearly knew Rivians inside and out, and was very careful loading my truck.

I received texts from him when he delivered my truck and service also called me the second it arrived. They walked me through the work plan schedule for my truck, called me at the end of the day to give me an update on their progress and told me they would talk with me again in the morning. When they called this morning, they reported the second shift workers finished addressing the remaining issues with my truck over night and a tow truck had just picked up my vehicle and would be delivering it to me before 5 pm today.

Again, I live over 200 miles from the service center. That Rivian was able to pick up my truck, do all the service to it and then have it back in my driveway the next day is incredible to me. Going into this, I figured my truck would be gone for a several days, maybe even a week. I'm impressed. Rivian's service has blown my mind.

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[R1Sky Business]

Fantastic!!!

 

[jjswan33]

This is great. Hoping we hear more stories like this.

 

[DJG]

Man, service techs working 24 hours a day in two shifts...

 

[Carmelbythesea]

I’m sending my r1t off for a week or so.

So far they have been great. They hooked me up with enterprise exotics and I’m getting a new Tesla model s to mess around with while the r1t gets touched up. Everything paid for and great responsive texts from the service center.

I have not bought gas in almost three years and was not looking forward to that, so I am glad they sorted me out.

 

[RivianXpress]

My experience was similar!

 

[crashmtb]

I’m sending my r1t off for a week or so.

So far they have been great. They hooked me up with enterprise exotics and I’m getting a new Tesla model s to mess around with while the r1t gets touched up. Everything paid for and great responsive texts from the service center.

I have not bought gas in almost three years and was not looking forward to that, so I am glad they sorted me out.

Model S = Carmel Camry ???

wouldn’t want you to stick out ?

Serious question, how does Rivian delivery work when there are no house numbers?

 

[Carmelbythesea]

Model S = Carmel Camry ???

wouldn’t want you to stick out ?

Serious question, how does Rivian delivery work when there are no house numbers?

Lol - Carmel Camry.

I had to service center pick up.

Who needs house numbers?!

 

[BoltEVowner]

I wanted to give a report on my dealings with Rivian service. I am blown away by how great they have been.

A little over a week ago, I called service and reported a list of relatively minor issues, but all things that still needed attention on my truck. The kicker for me is I live 200 miles from a very busy service center so I was anxious about how this would all be coordinated and was anticipating having to deal with logistics hell, a lack of communication, etc. I could not have been more wrong. Rivian coordinated a tow truck to pick up my R1T. I had phone calls when the driver was on his way with an ETA and also had text updates from Rivian. The driver was a true professional, clearly knew Rivians inside and out, and was very careful loading my truck.

I received texts from him when he delivered my truck and service also called me the second it arrived. They walked me through the work plan schedule for my truck, called me at the end of the day to give me an update on their progress and told me they would talk with me again in the morning. When they called this morning, they reported the second shift workers finished addressing the remaining issues with my truck over night and a tow truck had just picked up my vehicle and would be delivering it to me before 5 pm today.

Again, I live over 200 miles from the service center. That Rivian was able to pick up my truck, do all the service to it and then have it back in my driveway the next day is incredible to me. Going into this, I figured my truck would be gone for a several days, maybe even a week. I'm impressed. Rivian's service has blown my mind.

Hate to throw cold water, but my service experience was a bit different. Contacted service on May 26 about having 3 wheel wells with missing fasteners. They wanted photos, they got photos, same day. Also inquired about wind noise and driver door gasket not secured with adhesive.

I live 110 miles from SC in ATL. Finally got work order finalized, and Rivian Service scheduled pickup July 5. Late that day, tow truck driver called and said "sorry picked up wrong paperwork, and won't be able to pick up your RiVane, will call tomorrow morning to give ETA for pickup".

Next day, different driver called (whew!) early afternoon to pick it up. He had a regular F-150 with a flat bed trailer with a Toyota sedan already on the front. Pulled down some slats and drove my R1T up the slats and secured it, and drove away. Not a warm, fuzzy feeling about transport.

Used the Rivian app to locate truck and make sure it made it to destination. Got call from SC later to confirm.

Two days later, SC called....wheel well fasteners fixed, unable to appreciate wind noise, "same as other R1T's, it's a truck", and didn't notice the loose door gasket...but they would take care of it next morning, and should get truck back early next week. Called Rivian service again on Monday afternoon, 3 days later, inquiring ETA. Unable to call SC directly, but Rivian Service contacted SC, and said bid was out to 10 tow truck services and should have a transport in 24-48 hours. Two days later, no response, so called Rivian Service again, no transport yet scheduled, so decided to pick it up myself, and drove to Atlanta to pick it up.

Summary, service request took about 6 weeks to get fulfilled form time of initial contact, flat bed pickup NOT by Rivian employees and a day late, and communications were not great.

The service center and employees were very nice, but appears overwhelmed. Took several weeks to get things scheduled, but repairs were made within 48 hours of receiving, but communication and transportation issues were poor.

My experience was different!

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