Why can't Rivian get service center scheduling right?

[CBRacerX]

I had a mobile service on Wed this week sent out of the Trenton SC (20 min from me). This was to address issues with the R1T seen at delivery, and to provide a Spare Tire I had purchased in the Gear Store. Issues supposed to be handled:
Spare Tire Compartment does not open (driver's side latch stuck)
Phone Charger doesn't work.

This was scheduled at delivery time about a month ago.

I got the truck ready for the tech just in case it rained or was too sunny. Emptied out my garage behind the bed so they could stage parts removed when fixing the storage compartment.

When the tech arrived they had the jack kit but not the spare tire - it hadn't been prepped at the SC in Trenton. Failure #1
The tech did not repair the spare tire compartment access despite assurances from the DC guide that this would be done remotely. Tech stated they would need to have in the SC. Failure #2
Tech replaced the phone charger - I was told the Gen2 pad would be used, but no they just reused the Gen 1 pad I had. Not a fail but not what was promised. After the tech left I just swapped in an aftermarket MagSafe replacement.

Tech reviewed my concerns with rattling suspension and confirmed it is not normal (yikes) and would have to be taken to SC for repair (expected) but couldn't setup the appointment as they don't do scheduling.
I discussed my other issues with tech, install of PTC and replacement of PPF on driver's side gear tunnel, which is scheduled for Sept 19th in Brooklyn (2+ hour drive). He said Trenton could handle this and their backlog was getting much better compared to the past few months. Also noted that Rivian has not yet started construction of the larger SC that is expected in Trenton, as the current setup is only two bays...

I got a call from Service on Thursday evening. Thought it was about getting the above items scheduled to be resolved but instead it was a request to reschedule my Sept 19th appointment in Brooklyn to install the Power Tonneau Cover. There is now a parts wait on this. Sigh. I asked if this could be moved to Trenton, and was told they had no availability. But they will try and call me back.

So waiting on that callback.

Net is - I've paid for PTC and now have no date for it to be provided. I bought a spare tire and don't have it despite the delivery date having passed. I have a SC nearby but continue to be scheduled at one far away. I have a suspension issue that could be serious and have no date for it to be repaired.

Today I got my 1 month into ownership survey as well as a mobile service survey. The above was provided as feedback. I'm a small business owner, Porsche Repair. So I get scheduling and parts concerns. But I'm still pretty unhappy.

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[djsider2]

Might be SC specific issue, mine in Atlanta has been great in the last year of ownership.

Same Day issues, the majority. Drop off car, get uber credits to work. They call when it's done and I take uber back to SC.

Overnight issues the minority. Drop off car get uber to enterprise. They call when car is done in a day or two and I bring rental to them, not enterprise.

I think this is how it's intended to work. At most car dealerships, this is how it goes unless they're waiting for a part from Germany for a newish model.

When you're scheduling people three to four months out for service, it's impossible to be so granular that owners bring the vehicle in the day before it can actually go in to the shop and be serviced. Once many more SC are added or as interim relief Rivian partners with a major like VW for instance to use their mechanics/facilities it's not going to change. When you get 50 calls per day for appointments but you can only service 25 vehicles per day, it causes backlogs... and very long ones as we see currently.

This is not an excuse for Rivian just accepting cars to sit on lots. It is possible to say "this appt is the earliest date" you can drop off, but also tell us a better timeframe when it gets closer. Like my end date is scheduled to be 2 weeks, 1 day from when I dropped it off. If they said we will have a tech ready 1 week from now, I can definitely just drop it off then instead of doing this mess with rental cars that smell funny, missing floormats, and drives like xxxx.

 

[Voronbrg]

Yeah I don't care for this either. I totally get your frustration.

Rivian needs to figure out logistics. When R2 comes they will not be able to hand out loaners for weeks like this.

The flip side to this coin isn't all that great either. If you look at Tesla they get it in/out as fast as possible but that means sometimes you have to take it back 3+ times before it escalated and a tech is authorized to spend more time on it. Also, Tesla doesn't hand out loaners unless the repair takes 3+ days...and guess what...they update you every two days.

Tesla is much more efficient though. I hope Rivian can gain efficiency while also maintaining a good customer experience.

Service will require more patience for some time to come.

I wouldn't say that Tesla is any better when it comes to scheduling service appointments. In my area, they have four service centers, but it often takes at least a month to get an appointment. I agree with another poster that Rivian needs to outsource many of its routine service tasks. These situations make the dealer network look more palatable than the current status quo with the direct sales model.

 

[Voronbrg]

Curious about why you’re no longer under warranty, mileage?

yes

 

[NY_Rob]

I agree with another poster that Rivian needs to outsource many of its routine service tasks.

That would be an optimal short term solution, but in lieu of that, for the time being suspend services like tire rotations, wiper blade and air filter replacements that can be done at any auto shop or by owners in their own driveways. Also, permanently suspend ridiculous resource wasting policies like requiring a Rivian tech to "install" a spare tire in to the bed well of our R1T's when they could simply ship the tire to all of us.

 

[sogorman]

100% #3. Phoenix service center wanted my truck for FIVE days just to perform the 15k inspection. I said absolutely not. They did a mobile service instead - took 1.5 hrs. at my home.

When I made an appointment for Service at the Phoenix service center, the soonest appointment was about 45 days out. Once that date finally arrived I dropped off the car for a number of issues (I believe 7 on the ticket) they said they would need it for 4 to 5 days.

I dropped it off on a Tuesday and one week later it's still sitting uncovered in a dirt parking lot out back of the service center baking in the Phoenix sun every day. To this point (again one week later) a tech has not even been assigned or looked at it. I get notifications every day that the interior is 140 degrease and the fans are running to protect displays all while I am cruising around in a chevy equinox.

Frustrated.

 

[bhendron]

When I made an appointment for Service at the Phoenix service center, the soonest appointment was about 45 days out. Once that date finally arrived I dropped off the car for a number of issues (I believe 7 on the ticket) they said they would need it for 4 to 5 days.

I dropped it off on a Tuesday and one week later it's still sitting uncovered in a dirt parking lot out back of the service center baking in the Phoenix sun every day. To this point (again one week later) a tech has not even been assigned or looked at it. I get notifications every day that the interior is 140 degrease and the fans are running to protect displays all while I am cruising around in a chevy equinox.

Frustrated.

That’s unacceptable. Equinox is just adding insult to injury.

 

[MannyMan]

That’s unacceptable. Equinox is just adding insult to injury.

They wanted to give me a Ford Escape... I told them(enterprise) to call Rivian right now and upgrade me to a full-size SUV! They approved a Ford Expedition, which was surprisingly nice....

 

[sogorman]

They wanted to give me a Ford Escape... I told them(enterprise) to call Rivian right now and upgrade me to a full-size SUV! They approved a Ford Expedition, which was surprisingly nice....

Yea I don't blame Rivian for the Equinox, it's on Enterprise and to be honest I am not picky when it comes to rental cars... just didn't anticipate I would have it this long.

Root of the issue is poor planning on Rivian's part.

 

[djsider2]

When I made an appointment for Service at the Phoenix service center, the soonest appointment was about 45 days out. Once that date finally arrived I dropped off the car for a number of issues (I believe 7 on the ticket) they said they would need it for 4 to 5 days.

I dropped it off on a Tuesday and one week later it's still sitting uncovered in a dirt parking lot out back of the service center baking in the Phoenix sun every day. To this point (again one week later) a tech has not even been assigned or looked at it. I get notifications every day that the interior is 140 degrease and the fans are running to protect displays all while I am cruising around in a chevy equinox.

Frustrated.

Had an ICE pacifica before it got a flat and was able to switch to a NiroEV... Still frustated and still waiting for a tech 13 calendar days since dropoff.

 

[sogorman]

Painful. How long out did you have to make your appointment?

 

[djsider2]

Painful. How long out did you have to make your appointment?

Made it in April, I think, with something super super minor but used it to hold the time in case something came up. The suspension droop issue was what ultimately made me bring it in, along with 5 other things. Also added on the tire rotation and alignment since I noticed the front were wearing more than rear.

Once this is done, i'll probably schedule one again and hope they can get better estimates in.

Edit: Just remembered that it was for a PAAK issue with the second phone. Eventually, that issued resolved itself before the appointment. Probably due to the updates that happened since.

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