There and Back Again: A Rivian SC Tale

[Trufflehunter]

I brought my Truck into the SC for the scheduled 7,500 and also they were going to replace the driver-side door sensor for the key-card entry. When I picked up my vehicle the SC was closed so when I drove away there was no one to contact. There was, however, contact being made between a backing plate and a rotor--I later came to find out. As there was an awful metal-on-metal sound emanating from my truck the entire 1.5 hour drive back, which continued until Rivian decided they needed to tow it back to have a look. This ASAP issue, Rivian's words, left my truck sitting on their lot for over an entire week until, having many Support messages and phone calls, they followed up by telling me that I would be looking at a few weeks before they were able to perform diagnostics. After reminding Rivian that they caused the issue, I will admit that once the right people understood what happened, they looked at it the next day for diagnostics. They ended up fixing the original issue, plus reducing wind noise, but more shockingly--at least to me--was replacing the front drive unit. They had my truck for 1-day shy of 3 weeks. They did give me a free shirt, hat, and pin, after taking responsibility, and they unexpectedly covered the cost of a new carabiner fob I had ordered. Rivian has a ways to go on the service side of things; I'm happy to be driving again.

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[CBRacerX]

Which SC?

 

[godfodder0901]

I brought my Truck into the SC for the scheduled 7,500 and also they were going to replace the driver-side door sensor for the key-card entry. When I picked up my vehicle the SC was closed so when I drove away there was no one to contact. There was, however, contact being made between a backing plate and a rotor--I later came to find out. As there was an awful metal-on-metal sound emanating from my truck the entire 1.5 hour drive back, which continued until Rivian decided they needed to tow it back to have a look. This ASAP issue, Rivian's words, left my truck sitting on their lot for over an entire week until, having many Support messages and phone calls, they followed up by telling me that I would be looking at a few weeks before they were able to perform diagnostics. After reminding Rivian that they caused the issue, I will admit that once the right people understood what happened, they looked at it the next day for diagnostics. They ended up fixing the original issue, plus reducing wind noise, but more shockingly--at least to me--was replacing the front drive unit. They had my truck for 1-day shy of 3 weeks. They did give me a free shirt, hat, and pin, after taking responsibility, and they unexpectedly covered the cost of a new carabiner fob I had ordered. Rivian has a ways to go on the service side of things; I'm happy to be driving again.

My experience is that it is two steps forward, one step back. I just picked up my truck from service on Saturday. It sat on the lot for nearly a week before it was touched, but then they accomplished all the work in only two days. They failed to do the courtesy inspection or fill the washer fluid (they specifically added this to my work order before service for some reason) but then they rotated my tires for free...

Not perfect by any means, but they always have a smile and do their best to make it right.

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