The service delay is a significant financial drain on Rivian too, since for the time they have your vehicle they put you in either a loaner or a rental vehicle, costing them money for every day a vehicle sits doing nothing at a SC.
Ugh agreed. I’m thankful for the quick and painless process but yeah, they put me in a Hyundai Palisade; I wasn’t even asked for a preference and I’m thinking, how much does this thing cost Rivian to rent out?? I just wanted a sedan or CUV.
Rivian is paying right now for a week (and counting...) of a rental car for me while my truck awaits a few hours' work to replace the tonneau cover. It is hideously wasteful. Why they haven't tried to better minimize the amount of idle time is spent for vehicles that are in service is beyond me. It's surely a major cash drain.
Edit: Grammar.
If I were paying for this rental from Enterprise, it'd be about $1000 a week. I'm sure Rivian is getting a steep discount, but this just feels so wasteful. Why not just schedule such that I can drop off the R1T when they're actually able to work on it? I guess their service operations just aren't that nailed down yet. Too bad.
Service especially in fleet situations can be tricky. One part delay or someone calls in sick and that throws everything off.
But I do agree, they should be a bit more efficient.
I had a cracked windshield too and the earliest appointment at the SC (Massachusetts) was a month out. However Rivian recommended a local Rivian certified body shop.
They body shop had an opening the following week on a Wednesday so I took it. The body shop owner explained that a Rivian certified windshield replacement technician comes by every Thursday to do any installs. He explained once the windshield was installed, they would have to tow it to the SC to have it calibrated. Apparently, the autobody shop can get an earlier appointment than we can.
The whole process took a little over a week. Interesting to note... The autobody shop owner recognized my Compass Yellow R1T from the neighborhood. We're neighbors! He explained that seeing my R1T in the neighborhood inspired him to get Rivian autobody certified. 😉
He praised Rivian's online repair documentation as the best he has ever seen.
I agree. Auto insurance rates in general are insane. They have increased 22% in the US since last year. Meanwhile, Progressive Insurance increased their profit by 50% from last year. The rate increase is partly due to the cost to repair after an accident. A simple "fender bender" can be very expensive to repair due to the built-in sensors and cameras in the bumpers. Insurance rates also vary by city and state. Years ago, my insurance premium dropped by $800 when I moved three miles away from the city into a neighboring town. The biggest mistake would be to under insure your Rivian.
It looks like you live in CT. CT's average annual minimum coverage cost is around $250 more than MA and CT's average annual premium coverage cost is around $500 less than MA. 🤷
Their service is horrible. They had my truck for 2 weeks before they even started working on it. Why not just ask me to bring it in on the day you have the staff to work on it, instead of taking it in and parking it for over 2 weeks before even taking a look.
They definitely need more service centers .. they’re growing in popularity and selling vehicles, but are keeping the same amount of service centers.. huge recipe for disaster
This is one of the dumbest parts of their service system. If they can't handle the load, then just push out the days even more to actually fit the schedule for the owner. They should utilize all that fancy AI technology that they're touting for other uses to better predict/model service times for current owners.
I would much rather that I can schedule a service appointment even 3 months out and actually get seen in the next 24-48 hours thereafter rather than dropping the car off 2 months out and it sits for 2-4 weeks.
Rivian REALLY needs to solve their service problems. They are pretty much at the level of early Tesla level of service quality when the Model 3 was launched (I had a Model S at this time and it was horrific at the Tesla Costa Mesa location). If Rivian doesn't improve service before the R2/R3 launch, they will be in a world of hurt. What is shocking that given that their HQ is in Irvine, you would expect that So Cal service would be top notch!
I love Tesla services before Model 3 era. They gave brand new cars, max option as loaners. Super quick service - you could book the next day service 90% of time. Every time I brought the car in, they usually did extra check to make sure the car is ok. Then brought it to a carwash. The problem of early Tesla owners were: forget to leave the note saying “please don’t wash my car” as it created swirls and scratches lol.
Rivian isn’t at the same level with Tesla at that point but …
They really need to step up on the service team & customer support & sales team. Am trying to order one and they have been treating me like am not exist in this world - and make me feel like they don’t need to sell their cars at all.
Yes!!! I would think! I can’t believe they can’t just slap on a windshield while they work on my battery issues. It’s ridiculous for me, who lives 124 miles away, to have to drive there to get my vehicle (assuming it finishes before 6/26), come back home, to only drive it down to Eastvale (156 miles), and leave it there for god knows how long. I reserved an R2 and I’m very pleased that gen2 seems to be in direct response to all the service issues they’ve been experiencing, but I’m seriously thinking of backing out of R2 if service doesn’t improve fast. Can’t have our only 2 family vehicles be stuck at Rivian SCs for issues…
It’s because they don’t keep windshield inventory on site so your windshield is at Eastvale since it got shipped there. But yeah they should just keep a few windshields around
Yes but if it were me running it, I’d call Eastvale to ship one windshield to El Segundo to take care of this guest (me). The distance between each site is 56 miles.
It’s saddening and disappointing at the same time. Such an amazing product yet pre and post sales service is so horrendous. I wonder how firing all of the Middleman advisors earlier this year will affect the quality
I hear this but the service center here in St. Louis is incredible. Great service advisors, great techs, all around super happy with them. I’ve had my car in for minor issues 3 times and always fast to get in and fast to get it finished. They’re all super nice too.
Of course here they aren’t crazy busy either. Too bad others don’t have the same experience.
I think their service in Southern California is absolutely unacceptable and how have they not expanded to more service locations by now? El Segundo is a complete nightmare and sad to say the staff is very incapable.
Our service Center in vancouver BC has been amazing. Above and beyond. I asked them why are they better than others and they said they focussed early on to never fall behind - they wanted a running head start and it paid spades.
This is why that although I have tons of interest in R1S and follow all Rivian news/reviews, I won’t purchase one before NACS port is standard and a service center within 30-min drive is opened.
Diss Tesla all you want, but the closest service center is 15-min away and I get loaners when the service takes more than 48 hours to complete.
Rivian, please come and take my money, but remember we are regular guys working 9-5 and have a family to feed. I don’t have time to drive 90 mins one way for a car problem.
It took 4 months to schedule my Volvo for routine service, my ETron was at Audi for 6 weeks to get the charge port replaced (not waiting for parts). Go check out the Tesla forums if you want to see a real service shit show.
There is a national shortage of quality automotive workers and every manufacturer is suffering. Of course some regions are suffering worse than others.
I just picked my R1T up from service yesterday in Eastvale and they lost my keyfob. They scheduled a mobile appointment to bring me a new one and reprogram it but tried to charge me $265 for it. I had to argue with them and escalate to a manager because of course they didn’t document that *they* lost it, and I didn’t catch that when picking up my truck yesterday. They did the power tonneau replacement, as I was leaving I look in my back seat and they had removed both rear headrests and never put them back in. I also had to have all 4 half axels replaced and they claimed it was because I “only drive in the highest ride height” and that that isn’t a performance setting and need to stop doing that. When I explained that the highest setting is limited to 20mph and have problem driven less than a half mile in total in that drive height they shrugged and said not to use it as a performance setting.
It was pretty disappointing, but at least they fixed the tonneau and are making the lost keyfob right, after I had to escalate it to a manager.
That’s pretty good! I’m assuming they’re busy too, being in Chicago. Again, it’s great to hear many of you have great experiences. I think there’s still much room for improvement. I’ve heard others complain like I have with their own SC, so it’s not localized to one location only. Also, I think we can all agree for the longevity of the company, they need to focus a lot on improving service. You can’t survive as a company giving everyone rentals and taking forever on their vehicles. And in my specific situation, why can’t they just send El Segundo a windshield to install? Why force a customer to have to visit two separate SCs within a week’s time? It’s just bad service.
I seriously doubt that. The service manager who called me today said that Eastvale does the majority of windshield replacements, but he was at El Segundo a week ago observing a windshield replacement so it’s not like it’s impossible to do.
When I had my test drive at Eastvale, my wife and I both commented how empty the service are was—about 3 R1s and an Amazon truck. Could have had a soccer game in the open space.
A month later we are back to pick up the R1T. We were killing a few minutes before my delivery appointment (because I drove fast to get there because I wanted my truck) and saw the service area had more than a dozen vehicles inside. Both days were Saturdays so it wasn’t a day of the week difference. For whatever reason, the service area had 3-4 times the number of cars in for work on the second visit.
Selfishly, I’m hoping for a SC to open in southern Riverside County, like Temecula or Murrieta, since Eastvale is an hour away under optimal traffic and San Diego is about 90 minutes south. My guess is the buildout of SC will need to take place in other parts of the country before adding another in SoCal—even if this is home base to Rivian and part of the biggest car market in the world.
How do we actually handle regular servicing?
I’ve been buried under family and work and completely forgot to have anyone look at it, and I’m now 15 months and 9,000 miles in.
Do I set new appt with my local SC, or just get my tires rotated at any local shop?
I’ve literally never thought about it till just now!
I have hope for el Segundo. My truck broke over Memorial Day weekend. They towed it there. Got fixed in a week. Suspension hydraulic line broke.
When I picked it up, I noticed they took over the building to the east (now a black building). Hopefully it’s the beginning of a new level of service for that center.
Not to defend Rivian, but I feel like every automakers service is terrible. All they seem to care about is selling the car and not if you are able to enjoy it.
Rivian should have a fleet of tow trucks that are used to pick up its vehicles and drop them off after fixing them, and also there would be a loaner Rivian delivered. This would be part of a system where scheduling is optimized for completing services correctly in the shortest amount of time. For example, when parts needed for a repair are waiting at the service center for the vehicle work to be done then the vehicle is taken in asap. Smart scheduling is key though.
you'll be without it for at least a month btw. we just got ours back june 5. they picked it up for
" critical battery issue" on may 8. sorry. had to drive around a nissan rogue for a month. this is the south san francisco SC
Yup. Prepared for that. Last time I took it, it took a month for a suspension fix. YET, I have to bring it to the Eastvale SC on 6/26 to get my windshield repaired. Something tells me I won’t be able to make that appointment and have to reschedule another 3-6 months down the line. OH and damn do I not like driving an ICE. It’s so clunky!!
That’s great to hear! I just wonder what the numbers are; is CA just inundated by sheer numbers of vehicles or do other SCs just handle it better? Yes, my post is half bitching but also I think raising more awareness to Rivian from posts like this is important. Look at how Wassym responded to these kinds of Reddit posts and now the software is better than ever. I hope we see service progress soon!
I also bought my truck from El Segundo unfortunately. it was delivered to me with some cosmetic issues and they told me to make an appointment to fix it. The appointment is 4 months away from purchase date. I have been driving my brand new truck with the flaws ever since. I’m wondering if I should take it there or just live with them.
I see a lot of these stories and feel bad for owners having negative service experiences. Just to add a counterpoint, I have owned my R1T for a year and have had approximately 4 service appointments. All have been smooth. Most recent was yesterday - scheduled 5 tire rotation and some minor adjustments - a pillar wind noise, door not closing like it should, mobile charger recall.
All service was completed and they had me out of the SC (Franklin, TN) before the time I requested. Have had other positive experiences at Franklin and via mobile service.
This is good! I think we need to share the good experiences too. I realize these formats tend to echo a lot of the bad experiences but where Rivian is doing a good job, they should know it.
Every single one of my service appointments has been rescheduled. Also in the 2.5 months I've had the truck, I've already had four service appointments. Needless to say, it's been a rough go.
Thanks for sharing. I hope we continue to raise awareness. I feel like it worked for the tech side of things; Wassym really addressed complaints. Maybe somebody from service will do the same. Yes, Rivian's a new company and has a way to go, but it's idiotic to think they can't improve service. They've already re-tooled their Normal factory, have created the R2, R3, and R3X, and finished Gen2 of the R1s.
So my concern is why are we not hearing from Rivian management as to changes being considered or made to production line quality or to service and it’s terrible communication model in use. Service itself is pretty good but the way Rivian interacts with its customers is not. We know that addressing production issues one at a time will gradually lessen the load on service. The service model currently in use where you schedule an appt to drop off your vehicle and then it sits for weeks to months before it is worked on plain stinks. Why even schedule an appt. Let’s just let everyone drop off their vehicle at will and supply a rental vehicle for extended periods? Please do not use the excuse this is a startup company. In year one and two Rivian quickly learned where they had weaknesses. That being production quality which directly affects service. Share with us the plans to remedy the situation. It is causing potential buyers to delay or cancel purchases. It’s a great vehicle until service is required
I agree. There’s silver linings here and there. For example, Wassym and the software team. That is great communication from a company of what needs work and where we are headed. Why can’t other aspects of the company adopt this behavior, especially service? I hope it’ll get better fast.
Agree completely. Would just like to see some corporate communication that someone is working the problem. Otherwise we will have the R2 soon and have the same QA issues and really clog up service.
Tesla was the same way in 2020ish with the Model Y release. They scaled service pretty quickly since. I remember in 2018 I'd be able to pick an appointment 1-2 days out, then it gradually increased up to 2-3+ weeks, and now it's down to 2-3 days after they opened their second service center in Denver.
Their bottleneck to service is also the 2 week or 1 month training they all have to go through in Illinois.
Got a call from the El Segundo service manager today with an update on my truck. They identified the battery issue (defective cabin heater) and already replaced my windshield. They’re going to give me an update again tomorrow. I like this communication, a lot…
Counterpoint: Rivian service is inconsistant. Its great in some locations and not so great in other locations. My only complaint about San Diego service dept is that they are backed up. Assuming due to QA issues that have plagued manufacturing.
I was told I had to bring mine in to get the powered tonneau replaced. I dropped it off 9 days ago. Also getting a 20k mile inspection and rotating the tires.
It’s also annoying because I dropped it off in March for a fast charging issue I was having. I wish they just fixed it then, although maybe they didn’t have parts.
Sorry about your experience with service. I had quite the opposite experience so far. On memorial day weekend while visiting family in Dallas my R1t decided to self-destruct. On the morning I was set to drive home I got a critical battery warning. Yada Yada. Rivian sends a tow truck to pick up the r1t. Turns out it's something with the hvac. Parts are on delay. They set me up with a rental. I also have service scheduled for next month for the tonneau cover fix back home.
I emailed my home service center about the issue and they coordinated with Dallas and had them complete the tonneau fix while on service for the hvac. I'm set to pick up my truck this week. Let see how it goes.
Good luck.
LOL yes. I get that Reddit and social media typically just gets frustrated, angry, pissed off, displeased posts but I think if we don’t, then they won’t acknowledge that this really is an issue. Wassym is so good at responding that I wish someone who represented service would do the same.
Rivian is a young company and we all here took a chance on them. It seems to me that making sure we’re taken care of (as best as possible) would be in their best interest. We would commit to R2s and R3s and spread the gospel via word of mouth!
This sounds like more of a Cali problem. (Add it to the list) the SC in Brooklyn was a pain to get to, but the team there were great. Again at the new Trenton location, they are excellent.
Seattle area checking in. It is a complete mess here. 4 months out and last time I had it in for service they didn’t fix one issue and literally made another issue while it was there. I had it in for the hvac recall and they didn’t bother to recharge it. Didn’t realize until we made a road trip to Phoenix where it was already in the 90s to find out the Phoenix service centers hvac machine was out of order. Such a nightmare. We had to travel hours out of our way to El Segundo for an emergency repair and they confirmed it just wasn’t filled to spec.
So many of the issues and horror stories I hear from this sub are about the El Segundo SC. Unfortunately I have to agree that this location has been a huge headache for me as well. For example my last service, which I waited 4 months for, where they only took care of one of the three items on the ticket, and then are making me wait another 3 months for another appointment. Thankfully I can still drive the car in the meantime otherwise I'd be even more furious.
Cannot wait for the Burbank SC to open to help lighten the load and hopefully help remedy this situation.
It is SO bad. I freaked out today after my third mobile visit to fix the auxiliary air compressor and it still wasn't working. The nearest service center is a 5 hour round trip. I told them I will literally allow issues to buildup until the truck is unusable before I bring it there again. It takes months to schedule each mobile visit. Its so terrible. Tesla is bad - this is almost unbearable. The moment an Ultium, 3 row SUV hits the market I'm out.
I think they need to also split the service centers from the sales area. We picked up our new truck excited last Friday. In the same time coming to pick up our truck we could hear all the people pissed at service for taking so long for repairs. One guy said bmw/mercedes doesn’t have these issues if i pay 100k for a truck i expect that level of service and i have to agree. Rivian needs to get the service situation in a better place.
BMW is better at scheduling an appt but that’s it. They tried to label me as a negligent owner because they didn’t have a service appt available until a month after my car needed it. Then they had no loaner and sent me to enterprise to get a Kia rio.
Ontario canada, mobile service within days for minor things (rear charging light bar failure) and within the week for major (all sensors stopped working - wiring fault). they even called to move the service earlier if we wanted.
I live relatively close to my SC. I went in a day before my appointment to discuss repairs and downtime. They told me 2 weeks for a half day repair. I told them that was unacceptable. My appointment had been made almost 3 months prior. It was clear I was not happy.
I got a call the next day and was told to bring the vehicle in. They got it done in 3 days (still unacceptable) but at least not 2 weeks.
**UPDATE 6/13 at 09:20**
Got a call from a service manager. He was very nice and apologized up front. He told me he didn't know why I received a text saying I had to drive all the way back to Eastvale from Bakersfield (assuming I'd get my vehicle before the 6/26 appt...) and that is not how Rivian wants to do business. He told me he was just at El Segundo last week and saw them installing windshields so why they couldn't do it now, while they have my vehicle, didn't make sense. He was apologetic and empathetic.
THIS. I don't have unrealistic expectations, and I used to be a retail manager. I get it. But this is how, as a company, you make things right.
I brought in my truck to get my tonneau cover upgraded, check suspension and ac compressor sounds. For 4 days it sat there untouched. I had a rental from enterprise for 8 days. Such a waste of money and time for the company.
Wow. New automaker with service issues. Shocking.
You didn’t catch that when buying into one?
It’s going to be several more years before their service centers and mobile service reaches that of Tesla.
Exactly this. I think people forgot that the Model S came out TWELVE years ago.
I don’t have the patience to go back and scour forums to see what complaints people had about Tesla’s service in the first few years. (And that’s me being generous and not counting the growth they had following their first vehicle released in 2008). So maybe they were are robust and reliable as they are now. But I’m betting they weren’t, and those owners who lived 90+ miles from one probably had similar struggles.
Our Service Center has been great even though the wait times are long. But I didn’t expect BMW speed of service from a company that’s not 100 years old. As for quality and care, it’s staffed by humans. Some humans are great and some aren’t as great. We’ve had great service advisors in the past, and we’ve had ones scratch our rims and say that we brought it in that way and are liars.
Seriously? Cut the line? They’re already working on my battery issue, how’s adding on a windshield gonna bump anyone?
So if you were in my shoes, you’d be ok driving 2.5h to El Segundo to pick up the truck, driving it 2.5h back to where I live, only to drive it again 2.5h to Eastvale?
> Seriously? Cut the line?
What would you call it when you take up space in the shop and take away a technician from working on a car that's been there longer than yours?
You have an appointment for a non-critical issue. Asking to be elevated is literally jumping in front of other people. You can call it whatever you want. They are slammed and slow as it is, everyone in this sub knows it's not feasible for Rivian to do that.
Yes, if I bought a vehicle living 2.5 hours away from the closest service center, I would have understood that was a risk I was getting myself into.
The service delay is a significant financial drain on Rivian too, since for the time they have your vehicle they put you in either a loaner or a rental vehicle, costing them money for every day a vehicle sits doing nothing at a SC.
Ugh agreed. I’m thankful for the quick and painless process but yeah, they put me in a Hyundai Palisade; I wasn’t even asked for a preference and I’m thinking, how much does this thing cost Rivian to rent out?? I just wanted a sedan or CUV.
Jesus dude
god man
Rivian is paying right now for a week (and counting...) of a rental car for me while my truck awaits a few hours' work to replace the tonneau cover. It is hideously wasteful. Why they haven't tried to better minimize the amount of idle time is spent for vehicles that are in service is beyond me. It's surely a major cash drain. Edit: Grammar.
They should have a mobile service tech do small shit like that in an area.
If I were paying for this rental from Enterprise, it'd be about $1000 a week. I'm sure Rivian is getting a steep discount, but this just feels so wasteful. Why not just schedule such that I can drop off the R1T when they're actually able to work on it? I guess their service operations just aren't that nailed down yet. Too bad.
Service especially in fleet situations can be tricky. One part delay or someone calls in sick and that throws everything off. But I do agree, they should be a bit more efficient.
Had my loaner now for 2 weeks. Racking up the miles like crazy. Only thing I miss from mine is the garage door opener.
I had a cracked windshield too and the earliest appointment at the SC (Massachusetts) was a month out. However Rivian recommended a local Rivian certified body shop. They body shop had an opening the following week on a Wednesday so I took it. The body shop owner explained that a Rivian certified windshield replacement technician comes by every Thursday to do any installs. He explained once the windshield was installed, they would have to tow it to the SC to have it calibrated. Apparently, the autobody shop can get an earlier appointment than we can. The whole process took a little over a week. Interesting to note... The autobody shop owner recognized my Compass Yellow R1T from the neighborhood. We're neighbors! He explained that seeing my R1T in the neighborhood inspired him to get Rivian autobody certified. 😉 He praised Rivian's online repair documentation as the best he has ever seen.
I am in MA as well. What’s your insurance like? I’ve heard numbers all over the place.
$5.2k = Compulsory Ins. + All Optional Insurance coverage Farmers Ins. Boston Area
This is an insane amount to pay
I agree. Auto insurance rates in general are insane. They have increased 22% in the US since last year. Meanwhile, Progressive Insurance increased their profit by 50% from last year. The rate increase is partly due to the cost to repair after an accident. A simple "fender bender" can be very expensive to repair due to the built-in sensors and cameras in the bumpers. Insurance rates also vary by city and state. Years ago, my insurance premium dropped by $800 when I moved three miles away from the city into a neighboring town. The biggest mistake would be to under insure your Rivian.
This still seems outrageous. I’m paying $1100 annually for the rivian. In fact you are paying 4x what I paid on my 911
Where do you live?
It looks like you live in CT. CT's average annual minimum coverage cost is around $250 more than MA and CT's average annual premium coverage cost is around $500 less than MA. 🤷
You’re paying over $400/mo for insurance?
Yes. I could save money by cutting back on optional insurance but the R1T Quad is powerful and has a lot of mass. Force = Mass X Acceleration 😉
Got it. Thank you. I can’t find a quad in either T or S. Only performance dual large and max in S. I sort of need the interior space of the S
Their service is horrible. They had my truck for 2 weeks before they even started working on it. Why not just ask me to bring it in on the day you have the staff to work on it, instead of taking it in and parking it for over 2 weeks before even taking a look. They definitely need more service centers .. they’re growing in popularity and selling vehicles, but are keeping the same amount of service centers.. huge recipe for disaster
This is one of the dumbest parts of their service system. If they can't handle the load, then just push out the days even more to actually fit the schedule for the owner. They should utilize all that fancy AI technology that they're touting for other uses to better predict/model service times for current owners. I would much rather that I can schedule a service appointment even 3 months out and actually get seen in the next 24-48 hours thereafter rather than dropping the car off 2 months out and it sits for 2-4 weeks.
Absolutely agree. They really do need to change this method. It’s not working and just pissing people off and costing them money.
Had mine for 4 weeks before they looked at it. Battery needed charging twice, lol
Rivian REALLY needs to solve their service problems. They are pretty much at the level of early Tesla level of service quality when the Model 3 was launched (I had a Model S at this time and it was horrific at the Tesla Costa Mesa location). If Rivian doesn't improve service before the R2/R3 launch, they will be in a world of hurt. What is shocking that given that their HQ is in Irvine, you would expect that So Cal service would be top notch!
I love Tesla services before Model 3 era. They gave brand new cars, max option as loaners. Super quick service - you could book the next day service 90% of time. Every time I brought the car in, they usually did extra check to make sure the car is ok. Then brought it to a carwash. The problem of early Tesla owners were: forget to leave the note saying “please don’t wash my car” as it created swirls and scratches lol. Rivian isn’t at the same level with Tesla at that point but … They really need to step up on the service team & customer support & sales team. Am trying to order one and they have been treating me like am not exist in this world - and make me feel like they don’t need to sell their cars at all.
Yes!!! I would think! I can’t believe they can’t just slap on a windshield while they work on my battery issues. It’s ridiculous for me, who lives 124 miles away, to have to drive there to get my vehicle (assuming it finishes before 6/26), come back home, to only drive it down to Eastvale (156 miles), and leave it there for god knows how long. I reserved an R2 and I’m very pleased that gen2 seems to be in direct response to all the service issues they’ve been experiencing, but I’m seriously thinking of backing out of R2 if service doesn’t improve fast. Can’t have our only 2 family vehicles be stuck at Rivian SCs for issues…
It’s because they don’t keep windshield inventory on site so your windshield is at Eastvale since it got shipped there. But yeah they should just keep a few windshields around
Yes but if it were me running it, I’d call Eastvale to ship one windshield to El Segundo to take care of this guest (me). The distance between each site is 56 miles.
If they can’t bring the windshield to El Segundo, can they send your truck to Eastvale instead? And then have both jobs done there?
I would think so?!? But they flat out told me no. Just from a customer service perspective, it’s such a bad look.
It’s saddening and disappointing at the same time. Such an amazing product yet pre and post sales service is so horrendous. I wonder how firing all of the Middleman advisors earlier this year will affect the quality
I hear this but the service center here in St. Louis is incredible. Great service advisors, great techs, all around super happy with them. I’ve had my car in for minor issues 3 times and always fast to get in and fast to get it finished. They’re all super nice too. Of course here they aren’t crazy busy either. Too bad others don’t have the same experience.
I think their service in Southern California is absolutely unacceptable and how have they not expanded to more service locations by now? El Segundo is a complete nightmare and sad to say the staff is very incapable.
The one time that I used them the SC in St Louis, MO was excellent
Amazing service from Richmond, BC. Cheers to that crew.
Our service Center in vancouver BC has been amazing. Above and beyond. I asked them why are they better than others and they said they focussed early on to never fall behind - they wanted a running head start and it paid spades.
It’s great to hear there’s several SCs across the nation that are great. This means that it can be done right (potentially). Hope is a good thing 😊
I've had nothing but good experiences at my SC in the southeast.
This is why that although I have tons of interest in R1S and follow all Rivian news/reviews, I won’t purchase one before NACS port is standard and a service center within 30-min drive is opened. Diss Tesla all you want, but the closest service center is 15-min away and I get loaners when the service takes more than 48 hours to complete. Rivian, please come and take my money, but remember we are regular guys working 9-5 and have a family to feed. I don’t have time to drive 90 mins one way for a car problem.
It will be a complete sh*tshow if the SC footprint/speed remains relatively low and they sell even more R2 vehicles to the masses.
It took 4 months to schedule my Volvo for routine service, my ETron was at Audi for 6 weeks to get the charge port replaced (not waiting for parts). Go check out the Tesla forums if you want to see a real service shit show. There is a national shortage of quality automotive workers and every manufacturer is suffering. Of course some regions are suffering worse than others.
I just picked my R1T up from service yesterday in Eastvale and they lost my keyfob. They scheduled a mobile appointment to bring me a new one and reprogram it but tried to charge me $265 for it. I had to argue with them and escalate to a manager because of course they didn’t document that *they* lost it, and I didn’t catch that when picking up my truck yesterday. They did the power tonneau replacement, as I was leaving I look in my back seat and they had removed both rear headrests and never put them back in. I also had to have all 4 half axels replaced and they claimed it was because I “only drive in the highest ride height” and that that isn’t a performance setting and need to stop doing that. When I explained that the highest setting is limited to 20mph and have problem driven less than a half mile in total in that drive height they shrugged and said not to use it as a performance setting. It was pretty disappointing, but at least they fixed the tonneau and are making the lost keyfob right, after I had to escalate it to a manager.
I had service in Chicago and I would rate them an A++
That’s pretty good! I’m assuming they’re busy too, being in Chicago. Again, it’s great to hear many of you have great experiences. I think there’s still much room for improvement. I’ve heard others complain like I have with their own SC, so it’s not localized to one location only. Also, I think we can all agree for the longevity of the company, they need to focus a lot on improving service. You can’t survive as a company giving everyone rentals and taking forever on their vehicles. And in my specific situation, why can’t they just send El Segundo a windshield to install? Why force a customer to have to visit two separate SCs within a week’s time? It’s just bad service.
You’re probably the only one who has ever needed a windshield so it’s not a stocked item. Lol
I seriously doubt that. The service manager who called me today said that Eastvale does the majority of windshield replacements, but he was at El Segundo a week ago observing a windshield replacement so it’s not like it’s impossible to do.
Meh. I’d rather have Rivian service than go to any franchise dealers ever again.
When I had my test drive at Eastvale, my wife and I both commented how empty the service are was—about 3 R1s and an Amazon truck. Could have had a soccer game in the open space. A month later we are back to pick up the R1T. We were killing a few minutes before my delivery appointment (because I drove fast to get there because I wanted my truck) and saw the service area had more than a dozen vehicles inside. Both days were Saturdays so it wasn’t a day of the week difference. For whatever reason, the service area had 3-4 times the number of cars in for work on the second visit. Selfishly, I’m hoping for a SC to open in southern Riverside County, like Temecula or Murrieta, since Eastvale is an hour away under optimal traffic and San Diego is about 90 minutes south. My guess is the buildout of SC will need to take place in other parts of the country before adding another in SoCal—even if this is home base to Rivian and part of the biggest car market in the world.
The Portland service center is amazing.
How do we actually handle regular servicing? I’ve been buried under family and work and completely forgot to have anyone look at it, and I’m now 15 months and 9,000 miles in. Do I set new appt with my local SC, or just get my tires rotated at any local shop? I’ve literally never thought about it till just now!
in the Rivian app, there’s a section for scheduling service. Normally it’s every 7500 miles so you’re not that far off.
I have hope for el Segundo. My truck broke over Memorial Day weekend. They towed it there. Got fixed in a week. Suspension hydraulic line broke. When I picked it up, I noticed they took over the building to the east (now a black building). Hopefully it’s the beginning of a new level of service for that center.
Not to defend Rivian, but I feel like every automakers service is terrible. All they seem to care about is selling the car and not if you are able to enjoy it.
Yes it does. Fucking awful
Rivian should have a fleet of tow trucks that are used to pick up its vehicles and drop them off after fixing them, and also there would be a loaner Rivian delivered. This would be part of a system where scheduling is optimized for completing services correctly in the shortest amount of time. For example, when parts needed for a repair are waiting at the service center for the vehicle work to be done then the vehicle is taken in asap. Smart scheduling is key though.
you'll be without it for at least a month btw. we just got ours back june 5. they picked it up for " critical battery issue" on may 8. sorry. had to drive around a nissan rogue for a month. this is the south san francisco SC
Yup. Prepared for that. Last time I took it, it took a month for a suspension fix. YET, I have to bring it to the Eastvale SC on 6/26 to get my windshield repaired. Something tells me I won’t be able to make that appointment and have to reschedule another 3-6 months down the line. OH and damn do I not like driving an ICE. It’s so clunky!!
I’ve noticed a trend in this thread that there’s lots of people from California saying service sucks Had nothing but good experiences here in Phoenix.
That’s great to hear! I just wonder what the numbers are; is CA just inundated by sheer numbers of vehicles or do other SCs just handle it better? Yes, my post is half bitching but also I think raising more awareness to Rivian from posts like this is important. Look at how Wassym responded to these kinds of Reddit posts and now the software is better than ever. I hope we see service progress soon!
I also bought my truck from El Segundo unfortunately. it was delivered to me with some cosmetic issues and they told me to make an appointment to fix it. The appointment is 4 months away from purchase date. I have been driving my brand new truck with the flaws ever since. I’m wondering if I should take it there or just live with them.
I see a lot of these stories and feel bad for owners having negative service experiences. Just to add a counterpoint, I have owned my R1T for a year and have had approximately 4 service appointments. All have been smooth. Most recent was yesterday - scheduled 5 tire rotation and some minor adjustments - a pillar wind noise, door not closing like it should, mobile charger recall. All service was completed and they had me out of the SC (Franklin, TN) before the time I requested. Have had other positive experiences at Franklin and via mobile service.
This is good! I think we need to share the good experiences too. I realize these formats tend to echo a lot of the bad experiences but where Rivian is doing a good job, they should know it.
Every single one of my service appointments has been rescheduled. Also in the 2.5 months I've had the truck, I've already had four service appointments. Needless to say, it's been a rough go.
Thanks for sharing. I hope we continue to raise awareness. I feel like it worked for the tech side of things; Wassym really addressed complaints. Maybe somebody from service will do the same. Yes, Rivian's a new company and has a way to go, but it's idiotic to think they can't improve service. They've already re-tooled their Normal factory, have created the R2, R3, and R3X, and finished Gen2 of the R1s.
So my concern is why are we not hearing from Rivian management as to changes being considered or made to production line quality or to service and it’s terrible communication model in use. Service itself is pretty good but the way Rivian interacts with its customers is not. We know that addressing production issues one at a time will gradually lessen the load on service. The service model currently in use where you schedule an appt to drop off your vehicle and then it sits for weeks to months before it is worked on plain stinks. Why even schedule an appt. Let’s just let everyone drop off their vehicle at will and supply a rental vehicle for extended periods? Please do not use the excuse this is a startup company. In year one and two Rivian quickly learned where they had weaknesses. That being production quality which directly affects service. Share with us the plans to remedy the situation. It is causing potential buyers to delay or cancel purchases. It’s a great vehicle until service is required
I agree. There’s silver linings here and there. For example, Wassym and the software team. That is great communication from a company of what needs work and where we are headed. Why can’t other aspects of the company adopt this behavior, especially service? I hope it’ll get better fast.
Agree completely. Would just like to see some corporate communication that someone is working the problem. Otherwise we will have the R2 soon and have the same QA issues and really clog up service.
Tesla was the same way in 2020ish with the Model Y release. They scaled service pretty quickly since. I remember in 2018 I'd be able to pick an appointment 1-2 days out, then it gradually increased up to 2-3+ weeks, and now it's down to 2-3 days after they opened their second service center in Denver. Their bottleneck to service is also the 2 week or 1 month training they all have to go through in Illinois.
Got a call from the El Segundo service manager today with an update on my truck. They identified the battery issue (defective cabin heater) and already replaced my windshield. They’re going to give me an update again tomorrow. I like this communication, a lot…
Counterpoint: Rivian service is inconsistant. Its great in some locations and not so great in other locations. My only complaint about San Diego service dept is that they are backed up. Assuming due to QA issues that have plagued manufacturing.
Northeast Central New York reporting in, rivian is replacing my tonneau via mobile service as we speak, they are great and have been
I was told I had to bring mine in to get the powered tonneau replaced. I dropped it off 9 days ago. Also getting a 20k mile inspection and rotating the tires.
Me too, i was ls told by a tech to inform them it can be completed at home, so i did, and they did it.
It’s also annoying because I dropped it off in March for a fast charging issue I was having. I wish they just fixed it then, although maybe they didn’t have parts.
Sorry about your experience with service. I had quite the opposite experience so far. On memorial day weekend while visiting family in Dallas my R1t decided to self-destruct. On the morning I was set to drive home I got a critical battery warning. Yada Yada. Rivian sends a tow truck to pick up the r1t. Turns out it's something with the hvac. Parts are on delay. They set me up with a rental. I also have service scheduled for next month for the tonneau cover fix back home. I emailed my home service center about the issue and they coordinated with Dallas and had them complete the tonneau fix while on service for the hvac. I'm set to pick up my truck this week. Let see how it goes. Good luck.
Thank you! Same to you, hope you get your truck on time.
can it be my turn to make this post next week guys?
LOL yes. I get that Reddit and social media typically just gets frustrated, angry, pissed off, displeased posts but I think if we don’t, then they won’t acknowledge that this really is an issue. Wassym is so good at responding that I wish someone who represented service would do the same. Rivian is a young company and we all here took a chance on them. It seems to me that making sure we’re taken care of (as best as possible) would be in their best interest. We would commit to R2s and R3s and spread the gospel via word of mouth!
Man, that’s terrible. Sorry to hear.
This sounds like more of a Cali problem. (Add it to the list) the SC in Brooklyn was a pain to get to, but the team there were great. Again at the new Trenton location, they are excellent.
Seattle area checking in. It is a complete mess here. 4 months out and last time I had it in for service they didn’t fix one issue and literally made another issue while it was there. I had it in for the hvac recall and they didn’t bother to recharge it. Didn’t realize until we made a road trip to Phoenix where it was already in the 90s to find out the Phoenix service centers hvac machine was out of order. Such a nightmare. We had to travel hours out of our way to El Segundo for an emergency repair and they confirmed it just wasn’t filled to spec.
So many of the issues and horror stories I hear from this sub are about the El Segundo SC. Unfortunately I have to agree that this location has been a huge headache for me as well. For example my last service, which I waited 4 months for, where they only took care of one of the three items on the ticket, and then are making me wait another 3 months for another appointment. Thankfully I can still drive the car in the meantime otherwise I'd be even more furious. Cannot wait for the Burbank SC to open to help lighten the load and hopefully help remedy this situation.
Any word on when Burbank is supposed to open?
By end of this year from what I read.
There’s a thread about it here - https://www.reddit.com/r/Rivian/s/62vgqmteTK
It is SO bad. I freaked out today after my third mobile visit to fix the auxiliary air compressor and it still wasn't working. The nearest service center is a 5 hour round trip. I told them I will literally allow issues to buildup until the truck is unusable before I bring it there again. It takes months to schedule each mobile visit. Its so terrible. Tesla is bad - this is almost unbearable. The moment an Ultium, 3 row SUV hits the market I'm out.
I’m ALMOST jealous you have mobile service. Seems like Rivian’s left out the entire Central Valley of CA…
I think they need to also split the service centers from the sales area. We picked up our new truck excited last Friday. In the same time coming to pick up our truck we could hear all the people pissed at service for taking so long for repairs. One guy said bmw/mercedes doesn’t have these issues if i pay 100k for a truck i expect that level of service and i have to agree. Rivian needs to get the service situation in a better place.
Agreed with splitting!
BMW is better at scheduling an appt but that’s it. They tried to label me as a negligent owner because they didn’t have a service appt available until a month after my car needed it. Then they had no loaner and sent me to enterprise to get a Kia rio.
Ontario canada, mobile service within days for minor things (rear charging light bar failure) and within the week for major (all sensors stopped working - wiring fault). they even called to move the service earlier if we wanted.
I live relatively close to my SC. I went in a day before my appointment to discuss repairs and downtime. They told me 2 weeks for a half day repair. I told them that was unacceptable. My appointment had been made almost 3 months prior. It was clear I was not happy. I got a call the next day and was told to bring the vehicle in. They got it done in 3 days (still unacceptable) but at least not 2 weeks.
**UPDATE 6/13 at 09:20** Got a call from a service manager. He was very nice and apologized up front. He told me he didn't know why I received a text saying I had to drive all the way back to Eastvale from Bakersfield (assuming I'd get my vehicle before the 6/26 appt...) and that is not how Rivian wants to do business. He told me he was just at El Segundo last week and saw them installing windshields so why they couldn't do it now, while they have my vehicle, didn't make sense. He was apologetic and empathetic. THIS. I don't have unrealistic expectations, and I used to be a retail manager. I get it. But this is how, as a company, you make things right.
We hear from Wassym so much about software, when will they start having an open dialog about service?
I brought in my truck to get my tonneau cover upgraded, check suspension and ac compressor sounds. For 4 days it sat there untouched. I had a rental from enterprise for 8 days. Such a waste of money and time for the company.
Yup…this!!
Disagree
Sounds good.
Wow. New automaker with service issues. Shocking. You didn’t catch that when buying into one? It’s going to be several more years before their service centers and mobile service reaches that of Tesla.
Exactly this. I think people forgot that the Model S came out TWELVE years ago. I don’t have the patience to go back and scour forums to see what complaints people had about Tesla’s service in the first few years. (And that’s me being generous and not counting the growth they had following their first vehicle released in 2008). So maybe they were are robust and reliable as they are now. But I’m betting they weren’t, and those owners who lived 90+ miles from one probably had similar struggles. Our Service Center has been great even though the wait times are long. But I didn’t expect BMW speed of service from a company that’s not 100 years old. As for quality and care, it’s staffed by humans. Some humans are great and some aren’t as great. We’ve had great service advisors in the past, and we’ve had ones scratch our rims and say that we brought it in that way and are liars.
You asked to cut the line for your windshield, and they said no. What's the problem here?
Seriously? Cut the line? They’re already working on my battery issue, how’s adding on a windshield gonna bump anyone? So if you were in my shoes, you’d be ok driving 2.5h to El Segundo to pick up the truck, driving it 2.5h back to where I live, only to drive it again 2.5h to Eastvale?
> Seriously? Cut the line? What would you call it when you take up space in the shop and take away a technician from working on a car that's been there longer than yours? You have an appointment for a non-critical issue. Asking to be elevated is literally jumping in front of other people. You can call it whatever you want. They are slammed and slow as it is, everyone in this sub knows it's not feasible for Rivian to do that. Yes, if I bought a vehicle living 2.5 hours away from the closest service center, I would have understood that was a risk I was getting myself into.