So far pretty disappointed in service

[Scoiatael]

I have 1 minor issue right now. They gave me the wrong key cards at delivery. Didn't realize it until I got home and tried them out. Submitted a ticket the same day and informed my guide, who said he would contact the service center to escalate. 1 day went by, called the service advisor number, explained the situation, and the lady who I talked to said she would discuss with the service center and I should hear from them soon. It has now been 5 days, and I've still heard nothing. Contacted my guide yesterday who said he would see what has been going on, but so far nothing.

This is a very minor issue with a very minor solution. Makes me pretty worried about how Rivian would handle more major issues that pop up.

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[jjswan33]

I agree service response times seem to be slowing down, they were doing better a couple months ago. I've got some tickets open since 6/5 that are still awaiting a solution/appointment.

 

[CommodoreAmiga]

Seems like they should be able to just OTA update your vehicle to assign the key cards you physically have. Concerning that isn’t handled quickly.

 

[Scoiatael]

Seems like they should be able to just OTA update your vehicle to assign the key cards you physically have. Concerning that isn’t handled quickly.

That was my assumption. I sent them pictures of the cards they gave me with the serial numbers, and pictures of the serial numbers stored in the truck. I figured they would swap them and that would be that.

 

[godfodder0901]

I honestly don't think that functionality is ready in the software. Similar to how you currently can't reassign keys to different users, I feel their key management system is pretty rudimentary.

 

[RWerksman]

So far, I'm disappointed as well. I have three open tickets and one that I closed myself:

1. A software issue with the truck waking itself in my garage. (this was likely remedied during the 2022.15 OTA)
2. A small paint defect on the inside of the drive side rear quarter panel, near the top of the tailgate. Paint is flaking off.
3. A clunk from the front end happening on initial acceleration or braking. (I made a thread about this, it was demonstrated in one of Kyle's videos)

On all of my tickets, including the closed ones, I've received one single call asking a small question. Most everything has been opened for 3+ weeks at this point. (I've only had the truck for 4)

I just called them again, for the second or third time. I was told there was no update, it was assigned, and there may or may not be notes as the person answering the call didn't have access. He noted they were behind and to call again on Friday.

He was going to escalate it and try to call me on Thursday, which is nice, but it appears that the folks answering the phone there are the service equivalent of the CS chat line on Rivian.com and are basically just fodder.

 

[Mike Hunt]

I have the same issue wrt having unanswered service calls regarding build quality adjustments.

 

[Spiffster]

I had a bad update that resulted in the two 12v batteries going bunk on me Friday. They had it fixed that following Monday. That was two Monday's ago. Service seems fine to me. Heck, every part of the buying and owning experience has been bliss so far. Knocks on wood.

 

[G_Land79]

I wonder if service centers are super overwhelmed trying to make a lot of end June deliveries for Q2 reports

 

[Scoiatael]

I wonder if service centers are super overwhelmed trying to make a lot of end June deliveries for Q2 reports

Last time I went to the service center near me, there were a lot of workers just sitting around waiting for something to do. Not exactly sure what their jobs are, likely not technicians, but still...

 

[Nermal]

I've opened a few tickets over the time since 3/30 delivery. They called me end of last week to see when they could pickup and bring to ATL SC to look at all as at least one issue would need to be looked at in an SC (probably leak but they didn't say). While on that call, I actually had another item I wanted to have looked at if it was going in anyway (suspension rattle and squeak over speed bumps and washboard roads) and, unfortunately, they couldn't add that to existing batch they called about. Rep said he'd have to "rebid" for SC time with new items.

They seem to have 2 prioritizations - disabled and not disabled with former getting pretty good and quick attention while latter, different story. Not ideal, but probably makes sense with limited SCs, staff and, especially, if they're factoring in, like for me, 12 hours of travel for each SC visit (2 round trips). Still relatively early days so probably something that improves over time with more SCs and staff to work them and maybe adding mobile capabilities.

 

[NY_Rob]

At this point I imagine there are more mechanic positions open vs. actual "mechanics" available to fill them. This "shortage" has probably impacted Rivian more than established car brands because Rivian had to start with zero staff in place vs. having and existing pool of mechanics and being simply down a few guys/gals.

That being said.. If I was a youngster, I would be very interested in working for Rivian as a mechanic as it's way better work than working on filthy greasy ICE engines and you're future has a much better outlook. Last year I had a Tesla Mobile Ranger come to my house to check torque on the seatbelt harness on my Model Y as part of a recall campaign. After speaking with the young man (probably early 30's age) he told me had came from a conventional ICE dealership and was amazed how easy it was to work as a Tesla mechanic because the diagnostic computer basically leads you step-by-step through every procedure from beginning to end, he worked in an nice A/C environment and came home relatively clean at the end of the day.

 

[Scoiatael]

Officially 1 week now since I filed my service ticket. Still no working card keys, still no update from the service center. All I've gotten so far is that they are working on it and will contact me.

 

[dleepnw]

side effect of trying to ramp up production and delivery as soon as possible. SC is not going to scale as quickly... if you can believe that!

 

[DJG]

I honestly don't think that functionality is ready in the software. Similar to how you currently can't reassign keys to different users, I feel their key management system is pretty rudimentary.

I'm not sure there is any purpose in reassigning keys with the current software, because they don't mean anything. I was told the only way to apply driver settings was through switching profiles on the screen. It does NOT check and match to the key that opened the vehicle and got in the driver seat. So, in that case it doesn't really matter who has what keys.

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