The worst service experience in the industry

[Zorg]

I'm so fascinated when people get defensive or attack someone who has had a bad service experience. The shitty service experience provided by Rivian is pretty well established at this point.

What is established is that the experience is uneven. Your generalization is misleading.

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[ozziegt]

What is established is that the experience is uneven. Your generalization is misleading.

A company's service quality is based on the overall quality of service. If it's uneven with a large number of owners complaining about bad service, that means it's bad. Some people having a positive experience doesn't mean overall quality of service the company is providing is good. A company has to provide a consistent quality service to be considered good. Uneven means inconsistent. And on top of that it's not just slightly uneven, it's two totally opposite ends of the spectrum.

 

[Zorg]

A company's service quality is based on the overall quality of service. If it's uneven with a large number of owners complaining about bad service, that means it's bad. Some people having a positive experience doesn't mean overall quality of service the company is providing is good. A company has to provide a consistent quality service to be considered good. Uneven means inconsistent. And on top of that it's not just slightly uneven, it's two totally opposite ends of the spectrum.

No disagreement that it should be better but it's certainly not shitty across the board, which was my point.

 

[ozziegt]

No disagreement that it should be better but it's certainly not shitty across the board, which was my point.

I never said everyone was having a horrible experience. I said Rivian provides a horrible service experience.

 

[Zorg]

I never said everyone was having a horrible experience. I said Rivian provides a horrible service experience.

We will have to agree to disagree on phrasing.

Back to your regular programming

 

[kallisti5]

So, i've had my R1T since the beginning. A few observations:

• 2023 - Service wait times ~1 month, lots of customer satisfaction fixes. All the reps were *super* nice and helpful though which helped owners cope.
• 2023 - 2024 - Service wait times ballooning to multiple-month waits. All the reps were nice though and they worked well to triage issues.
• 2025 - Service wait times still multi-month waits. Reps getting less helpful, phone conversations sound like none of them want to be there.

Up until 2025, Rivian could do no wrong and i'd buy another due to their tech and vehicle. However, my last few service experiences have been slowly wearing down my opinions on Rivian.

I have 200 miles to go under my comprehensive warranty, then i'm going to start doing all the common repairs myself and documenting them. If Rivian won't sell service manuals to owners, let's create our own.

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