Your Experience With Rivian Customer Service?

[Q-Dub23]

Thanks for the additional feedback. I took the plunge and finalized the config on Sunday. I'm starting to regret it. Still no response from CS or my guide after 6 emails over several weeks, including one right AFTER I finalized. I tried calling but hung up after 30 mins. Chat always seems to be a 45 to 60 mins so I just need to find the time to stare at my browser window for that duration. Really frustrating. I will give them another few days. Thanks again to everyone who took the time to respond to my post.

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[Sevn86]

My guide has been awesome! However, I’m disappointed in the delivery process and local service center. I understand the factory QC process is like asking a blind person to look over a vehicle but what they didn’t catch should be correct by the SC prior to delivery.

Also if you promise to follow up on the missing items in your Rivian at time of delivery you should see it through. No one has reached out to me and it’s been 34 days since I took delivery. I’m still waiting on my missing first aid kit and launch edition wristband key. I have been in contact with my guide but nothing from the local service center.

 

[Q-Dub23]

Sixth time is the charm! Finally heard back from customer service (guide still AWOL). Customer service couldn't answer my question about delivery but at least a person responded.

 

[Redmond Chad]

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.

The good news is, I finally got an appointment for the above issue that I noted in June. (Which is worse than I thought...the 12V outlet doesn't work either, so we can't use our backup camera when we tow).

The bad news is, the first available appointment is in December. I knew it wouldn't be right away, but this has me regretting my purchase.

 

[SurfnBike]

My guide was very helpful but if I did it all over again I would have waited a couple more years before buying one so that they work out all the quirks. For example, when I run my AC I smell the window washer fluid, the truck bleeps at me if I try and manually lock the vehicle from the touch screen (proximity turn off and no keys in car), and if you close the frunc by hand after the computer goes to sleep it will dent the hood (sheet metal is paper thin). If you have more than one vehicle then it is probably not going to bother you having it go to the service center periodically. But then again, with a gas vehicle you have to bring it in every 6 months for an oil change anyways.

I have my first service appointment upcoming so I am crossing my fingers. The thing I have a feeling that a lot of the quirks are either software/electrical glitches, such as a faulty door/frunc/gear tunnel sensor which prevents the vehicle from reaching a state where the software permits locking, which is time consuming to diagnose, or are actual engineering problems (like the thin sheet metal and fluid seeping into the AC system) so I don't have high hopes that even if the service is responsive they will actually be able to fix anything.

I do however believe that all of these issues can be rectified in a future generation, or iterations.

 

[mikehmb]

Sixth time is the charm! Finally heard back from customer service (guide still AWOL). Customer service couldn't answer my question about delivery but at least a person responded.

Guides come and go, and sometimes end up out of office. If you really need a question answered, hop on chat and request another guide answer. You’ll get someone.

I’ve found Customer Support to be extremely responsive when I submit via chat or through the app. And once someone is assigned, the process is smooth. Takes longer to get an appt, esp at the bay area SC, than anyone thinks is reasonable - that needs to be addressed. Phone has been fine, in my experience. Email is spotty at best.

But the service STAFF at the South SF SC are outstanding and extremely professional. Major kudos to Brian who is essentially handling the job of intake for an entire dealership as a single human being - it’s too much work and the dude needs a raise. He’s genuinely great to work with and I very much hope they take care of him as a stellar employee.

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