Your Experience With Rivian Customer Service?

[Q-Dub23]

What are people's experiences with Rivian Customer Service after taking delivery? Are they timely in responding to communications? Do they fix issues in a timely manner? Do they acknowledge that issues exist in the first place?

I ask because I am a pre-order holder who received my config email but had a question I needed answering before placing my order. I have emailed my guide 5 times and customer service once over the past 3 weeks and never gotten a response from either. Pretty terrible experience not characteristic of a vehicle at this price point (or really any price point). It has me reconsidering my purchase given how many things are likely to require customer service with a new vehicle.

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[jjswan33]

Try calling. I agree they should answer emails but I think other folks have had better luck with calling or chat.

 

[crashmtb]

Call them or use the chat function on the website.

 

[mifj]

Suck, terrible….

 

[Tango45]

I have had what I would call great customer service since delivery, but I have... I think... always called or chatted with "Rivian Service" through the app. Everyone I've spoken to has been super positive, even the other day, when the problem was my home charger (non-Rivian), not the vehicle. The folks that have come to my house for service have also been really kind and have tolerated my incessant chit chat about Rivian.

Actually, now that I think about it, I called them about a window issue (wouldn't open but an inch) and that I'm going on vacation in like two weeks, and they worked to fit me in. I was really happy with that; I do realize that some areas are suffering long service lead times, but that doesn't seem to be the case in my area.

I'm not sure if that's a difference between "Rivian Service" and "Customer Service", but... As far as my guide, I don't think I've talked to her since I took delivery. She was responsive and really helped get me in my S when I did, but I am under the impression that I'm supposed to leave her alone now and just call service if I need something, even though her name still shows up when I click the question mark on the website.

 

[SparkyR1t]

For service you need to use the app to place a request for service. When I have done that I usually get a call from a service advisor that day and they have always addressed the issue. Very similar to the Tesla service model. Unfortunately calling and speaking with a person when you want to is not that easy these days with the automated service request systems vehicle Manufacturers are using

 

[Redmond Chad]

My guide was always very responsive and helpful.

The guy that delivered the car was fantastic.

Now that I have my R1S, service turnaround time is...disappointing. My 120V outlets don't work. About a week after submitting a ticket, someone from corporate called to make sure I'd tried resetting and the problem was still there. It was, so he said someone from the local service center would call me in the morning, or "the next day at the latest", to set an appointment.

It's now been about a month since I submitted the ticket. No call, no indication that they are looking at it, nothing.

 

[twraps]

Pretty poor experience so far. CS seems unreachable via the phone (unless you have hours of free time to just stay on the line in the hopes of this line ever being answered...the most I've waited was about 30min and gave up. I've tried multiple times.). They are slow and very incompetent over email too. SC appointments in the Bay Area are 3 months out.
Waiting for ownership transfer for almost a month now.

Love the car (R1S) but the post-purchase experience so far has been very disappointing.

 

[LL75]

customer service is good. However, their experiences to fix stuff is horrific !!!

 

[Bruins06]

My experience has been poor at times, but not as bad as yours.

 

[Q-Dub23]

Many thanks everybody. Really appreciate the feedback. It's a real bummer to hear that most folks have had bad experiences. Given the number of other SUV options out there from manufacturers with good track records in both service and reliability at similar price points, it's really hard for me to justify the purchase no matter how spectacular the capabilities are. The way they deprioritized early pre-order holders like me and handled the price increase also gives me pause.

 

[loucetios]

My Input as an early R1T owner:

1. My Guide is excellent. She helped me many times during my order process, updated the delivery schedule, and recently answered my email about RAN coming soon.

2. Customer Service so far has been good. I called a few times about different questions and Have had two service appointments done by a Rivian mobile technician.

I do not want to sound like a fanboy, but my overall experience exceeded my expectations.

 

[Unamasola]

Nothing but top of class interactions with Rivian Support here.. Got rear-ended and had to take my RT1 in for repairs and some programming issues stemming from the accident - after initial conversations they proactively called me for repairs and updates. Once repairs were complete they’ve checked in make sure all systems were functioning well. Have used the chat feature with quick response and answers as well. I hope with growth they can continue to deliver

 

[1stEVR1S]

Hi, so far my Guide is pretty responsive. I was asked to confirm my config on 7/12/23, assigned a Guide on 7/13/23. He responded to my first (emailed) inquiry in 2.5 hours. Afterward, I've sent several emails and he either replied or called me back within a day. No complaint so far

 

[Donald Stanfield]

My experience with Rivian customer service has been excellent.

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