What I Did Not Realize About Servicing

[Dark-Fx]

To be fair, Rivian leaned pretty heavily into the concept of "mobile service" but I have yet to experience an issue that Rivian says they can address with a mobile tech -- including many issues that I think should be addressed by a mobile tech.

I had a mobile tech come out to my house, he made it sound like they aren't doing it very often. Of course that was a few months ago. I think in situations where the problem is very clearly defined ahead of time and an easy solution that doesn't require lifting the entire vehicle or specialized equipment, they have no issues dispatching mobile service. It's just a lot of things have unknowns right now because the product is still new for them too.

Sponsored

 

[jjwolf120]

Toyota had to issue a stop sale and recall on their first real EV because they botched it so badly.

And what they botched was the wheels, not something new.

 

[CommodoreAmiga]

Toyota had to issue a stop sale and recall on their first real EV because they botched it so badly.

And what they botched was the wheels, not something new.

Looking at Toyotas actions over the past two decades, I think it's pretty clear they have no real interest in EVs. They seem to have actively sabotaged EV adoption at every opportunity.

 

[DJG]

What I didn't realize about service: be sure to remove your toll tag if possible before putting it on a truck to send to the SC (or just in general) if it will encounter tolls. Just realized that mine racked up like $25 in tolls from just getting delivered to the Houston SC, sitting on a trailer.....

 

[elektrode]

On a related note, you’ll need your toll transmitter for your Enterprise rental too. Cause no one from Enterprise is going to tell you about overpriced toll fees with their transmitters. Ask me how I know. Profit trap.

What I didn't realize about service: be sure to remove your toll tag if possible before putting it on a truck to send to the SC (or just in general) if it will encounter tolls. Just realized that mine racked up like $25 in tolls from just getting delivered to the Houston SC, sitting on a trailer.....

 

[mini2nut]

The Rivian SC’s will be bleeding payroll costs, rental car charges, loaner vehicles, utilities, diagnostic equipment, cleaning fees, building maintenance costs, etc. for the next few years at least.

They will be seeing very little customer revenue other than maybe $60 tire rotations. It’s virtually going to be warranty repairs under Rivian’s very generous 5 year/60k mile bumper to bumper.

 

[the long way downunder]

The first 2 items are understandable but item #3 is something Rivian is going to need to get a handle on - there seem to be too many layers of indirection, no one who is actually responsible for the vehicle repairs, and no escalation path other than to email RJ directly.

yep. speaking with people in the system (from service manager to tech support and software bug fix people) they're painfully aware the CRM implementation is a shortcoming of the ownership experience. It will take them quit a long time to undo all the problems created by this "oh so efficient" nonsense of never talking to the person who owns the task and can solve the problem.
I believe they're implementing Salesforce. It's not the worst. They could be using SAP. : )

FWIW. I've found the best progress came from getting in contact with the local service manager and ignoring the rest of the voices on the phone … just wait for that person to call or to return a call, everyone else is just an interested passerby. So I recommend booking a service visit. That creates the contact with the person or the team who then own the problem. You still have all the other RIVIAN5 passersby, but as note, it's an "early adopter" experience as they weave the ropes together.

 

[Brewbud]

My experience with service has been good so far. I read this and I think of the other car forums I am on for my ICE vehicles. The ICE stealerships do not have good service either. There are many many posts about trucks going back in for repeat service on my 5th gen Rams site. I wish I had a dollar for every time the dealership couldn't find a problem. Heck, I have a recall on my Ram's HP fuel pump right now. When it goes it is about a $10K fix. My dealer told me they get one new pump a week and I have 60 people in front of me waiting.

I knew the service would be an issue for Rivian. I also assumed an EV would require less service. So far I gambled correctly. I hope it stays that way. I am lucky in that I am only about 30 miles from a service center. I feel sorry for those farther away. I do expect Rivian will get much better at this. Diagnostics on common repairs will be become quicker. CS with regards to flow of information is gonna need some big changes. As mentioned above, getting to know your local service manager helps with CS aspect.

 

[joelster]

Meh...

I have a buddy who has a new Ford F-150 (ICE). That thing has been to the shop three times and it's still not right.

I also just heard another story about a friend who bought one of those $110k monster diesel Dodge trucks. He's been having all kinds of trouble and the dealer seems disinclined to make it right. Like, "We've already got your money. What do you want from us? Try this other service center three hours away."

Now... My R1T is going to the shop next week for its third service trip in seven weeks. They have to send it three hours away to fix the thing that they told me they fixed the last week. Clearly they are still figuring stuff out, both on the tech side and the customer service side. That said, I'm not mad at all. We are living in a time when everybody is having production and CS issues. Also, I knew what I was getting into. I love the truck and I know they'll sort it out. Rivian has actually been very responsive, even if they are a bit slow to get things worked out.

I feel that Rivian is very motivated to make things right with these first vehicles. Everyone is watching how they deal with these hiccups and a lot is at stake. Also, I don't feel like the lack of a dealership has been a downside at all. If anything it's been refreshing. It's just one less group of shady mf-ers between me and getting on the road.

 

[dirtdiver]

What does rivian rent for you if you need to leave your truck with them?

 

[elektrode]

Edit: sorry, I don’t know what Rivian does if you’re able to drive to their SC and leave the truck yourself. But they certainly don’t have a fleet of R1T courtesy vehicles yet.



Rivian is partnered with Enterprise rental, so whatever random car they have available. Rivian sets up the paperwork for you, but you’re just at the whim of local availability (or lack thereof).

To Rivian’s credit, they let me keep my rental while they fumbled and rescheduled the return visit so I didn’t have to find a ride and re-rent once they towed my R1T away.

Wasn’t able to get a tow vehicle though, so last part of my lake summer has been ruined, but I can drive to work and take kids to school.

What does rivian rent for you if you need to leave your truck with them?

 

[Mike TDM]

I learned my lesson about first year vehicles in 2011. I just need a refresher course all the time.

I really had very few early problems with 1st year 2011 Volt. When it went over 100,000 miles is when I started having problems!

 

[cbuckley]

What does rivian rent for you if you need to leave your truck with them?

You pretty much get any vehicle that Enterprise rentals offers. There are a number on here who were given an Enterprise “exotic” line as their rental. My location is not that fancy but I was offered a full-size truck or any other option they had on the lot.

 

[R1Tom]

Make sure the service center contacts Enterprise in advance. Mine did not, and I had to call Rivian service (general line) day before my R1T was picked up. Then when I called the local Enterprise they wouldn't have anything for almost a week. So I called next town over and they indicated Rivian covers up to a full size SUV but they wouldn't have one of them for about a week, but could put me in a Equinox. It worked, but the whole process was alot of hassle.

 

[Dark-Fx]

I really had very few early problems with 1st year 2011 Volt. When it went over 100,000 miles is when I started having problems!

My Cruze eco needed a transmission replacement at 13k miles, and again at 60k miles. Countless other engine issues with the PCV and it runs like crap and burns oil severely.

Sponsored