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Hey all!

I'm considering a pre-order, but am curious what the plan is for warranty service on these vehicles. Has Rivian indicated where warranty work will be performed? I had looked at the PoleStar2 and after corresponding with them, determined I'd have to drive/ship my car thousands of miles for the first few years to get warranty service done....

Considering this is a brand new vehicle, from a brand new manufacturer, I'm going to assume there will be some issues. Tesla has the network in place for service, which gives them an advantage here... if their truck wasn't so ... different.

Just wondering if anyone has information of the service network plans.
 

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Welcome to the forum @showmemo! Are you interested in the R1S or R1T? Rivian has been a bit vague on what their warranty and servicing will look like. Nothing official so far

The only things that have come out are through third parties. Like this from Reddit.

I was at the fully charged show and spoke with one of the Rivian representatives that had something to say about service worries. He said they wanted to have a “white glove approach” to it with their servicemen coming to you.

They’d accomplish that by having service centers just outside major cities and be able to either take care of this issue on the spot and at your home, or leave you a loaner a vehicle just like that, so it’s as painless as possible. They said they have partnered with Cox automotive for servicing as well so that might help take care of the less populated regions. He wouldn’t speak much more on service after that. Another thing of interest was him saying they had more reservations in Dallas than in Austin for what it’s worth to anyone. Everything else I was told is the same as others had posted about the event.
 

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Thanks @R99 . I'm interested in the R1T. But I'd settle for the R1S /s

I would love to see some real competition for Tesla from the likes of Rivian and others, but they will have to have a clear plan ahead of manufacturing to outline this issue. Honestly, I think the lack of information doesn't provide a lot of confidence for the would-be buyer. I also think this opens the door for the old guard to catch up quicker with their built in dealer infrastructure.
 

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Thanks @R99 . I'm interested in the R1T. But I'd settle for the R1S /s

I would love to see some real competition for Tesla from the likes of Rivian and others, but they will have to have a clear plan ahead of manufacturing to outline this issue. Honestly, I think the lack of information doesn't provide a lot of confidence for the would-be buyer. I also think this opens the door for the old guard to catch up quicker with their built in dealer infrastructure.
Rivian pushing the launch to next year has definitely left the door open for competitor and the lack of info is frustrating. But I think they're still in a good spot with all the partnerships they've made.
 

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I ordered the R1S and have the same question about their service network. I am on my third Tesla and Tesla service in 2012 was not available in Michigan. I relied on flat bed pickup from home to a service center in Chicago, then Columbus, then Cleveland, then Toledo, with mobile service from time to time.
We will need to be patient in the early years, but seeing a rollout plan from Rivian would be helpful.
 

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I ordered the R1S and have the same question about their service network. I am on my third Tesla and Tesla service in 2012 was not available in Michigan. I relied on flat bed pickup from home to a service center in Chicago, then Columbus, then Cleveland, then Toledo, with mobile service from time to time.
We will need to be patient in the early years, but seeing a rollout plan from Rivian would be helpful.
Welcome @Raudikal! Are you planning on keeping your Tesla when you get your Rivian or are you going to trade it in?
 

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Welcome to the forum @showmemo! Are you interested in the R1S or R1T? Rivian has been a bit vague on what their warranty and servicing will look like. Nothing official so far

The only things that have come out are through third parties. Like this from Reddit.

I was at the fully charged show and spoke with one of the Rivian representatives that had something to say about service worries. He said they wanted to have a “white glove approach” to it with their servicemen coming to you.

They’d accomplish that by having service centers just outside major cities and be able to either take care of this issue on the spot and at your home, or leave you a loaner a vehicle just like that, so it’s as painless as possible. They said they have partnered with Cox automotive for servicing as well so that might help take care of the less populated regions. He wouldn’t speak much more on service after that. Another thing of interest was him saying they had more reservations in Dallas than in Austin for what it’s worth to anyone. Everything else I was told is the same as others had posted about the event.
If that is even half true , it'll take many hesitations away .
Because I've preordered R1T but if there is no service available the order will have to be canceled, which will be sucks for them and myself.
 

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If that is even half true , it'll take many hesitations away .
Because I've preordered R1T but if there is no service available the order will have to be canceled, which will be sucks for them and myself.
There's no way they won't have a servicing plan in place by the time production/deliveries start. If Rivian is going to have a limited amount of dealers it makes sense that they will be sending technicians to customers.
 

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Rivian pushing the launch to next year has definitely left the door open for competitor and the lack of info is frustrating. But I think they're still in a good spot with all the partnerships they've made.
Hey all!

I'm considering a pre-order, but am curious what the plan is for warranty service on these vehicles. Has Rivian indicated where warranty work will be performed? I had looked at the PoleStar2 and after corresponding with them, determined I'd have to drive/ship my car thousands of miles for the first few years to get warranty service done....

Considering this is a brand new vehicle, from a brand new manufacturer, I'm going to assume there will be some issues. Tesla has the network in place for service, which gives them an advantage here... if their truck wasn't so ... different.

Just wondering if anyone has information of the service network plans.
When I was at the Seattle event, I asked this question as I live on an island. They said they were looking at having service centre in major centres and that they would bring a loaner to me on the island and then take the vehicle away to do what they need. Kinda of like the mobile service that Tesla does, but I got the impression that they’re trying to have a level of higher service
 

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When I was at the Seattle event, I asked this question as I live on an island. They said they were looking at having service centre in major centres and that they would bring a loaner to me on the island and then take the vehicle away to do what they need. Kinda of like the mobile service that Tesla does, but I got the impression that they’re trying to have a level of higher service
The entire industry has stepped up its service options enough that Rivian and others are forced to follow along. Its great to learn that's true from someone that confirmed it with them. This is probably one of the easier parts of being a new automaker anyways.

I think some more important concerns now are how long it will take Rivian to service our vehicles, what types of loaner cars we'll be getting, etc.
 

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The entire industry has stepped up its service options enough that Rivian and others are forced to follow along. Its great to learn that's true from someone that confirmed it with them. This is probably one of the easier parts of being a new automaker anyways.

I think some more important concerns now are how long it will take Rivian to service our vehicles, what types of loaner cars we'll be getting, etc.
I was told they would loan us a Rivian.
 

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Rivian has a bunch of info about servicing on their website.


Will you have Rivian Service Centers?
Yes, we’ll have a nationwide network of Service Center locations, including Mobile Service to bring us to you.

How can I schedule a service appointment?
You will be able to request a service appointment from the Rivian app or by contacting our Customer Service team.

How will service work?
Rivian will provide convenient and comprehensive service coverage. Whether you need maintenance or repairs we’ve got you covered in all markets where Rivian vehicles are sold.

Service can be scheduled from the Rivian app and with our Customer Service team. You can choose to visit a location, and whenever possible, we will come to you with Mobile Service.

Beyond the service visits you can plan for, you’ll have access to our Customer Service and Roadside Assistance teams for nearly every question, curiosity and help that your journey may need.

Will Rivian be able to service vehicle gear and accessories like the Camp Kitchen?
Yes, we’re here to help with any of your vehicle repair needs.

Is there a Customer Service team?
Yes, you can reach them at (888) RIVIAN1 or email [email protected]. Our team is available Monday through Friday, 8:00am to 8:00pm CT.

What is servicing an Electric Adventure Vehicle like?
Electric vehicles are simpler to maintain than internal combustion vehicles. Our Quad-Motor system is less susceptible to wear and tear by exchanging hundreds of moving parts for only a few. Regenerative braking helps to slow your vehicle without applying the brakes. No more spark plugs, oil changes and less overall maintenance.

Is there Roadside Assistance?
Yes, we’re here to help you on the road with our 24/7 Roadside Assistance team. You can’t reach them yet, but we’ll make sure to share more of these details closer to production.
 

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Rivian's launching certified collision program in Q2 2021

 

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RJ Scaringe spoke with Automotive News and told them that Rivian is planning on building 41 service centers next year along with a "robust network of mobile service" that will come to you.

"What we deeply believe is that a significant majority of service operations necessary on a vehicle can be done remotely, can be done with our mobile service network, which from a customer's point of view simplifies things dramatically. They no longer have to think about dropping their vehicles off. Service just happens, when customers are at their house or at their office," Scaringe said. "We have not talked about it, but there is a massive amount of building that is happening behind the scenes within Rivian to set up the teams, infrastructure and the digital platforms, and of course all the physical assets to make that happen."
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Can't wait to see what all of that building is like in the end and how it's optimized for our experience.
 

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For Rivian's auto body repair network, it's going to be all independent shops that are certified by Rivian.


Brand-new OEM Rivian intends to establish a certified collision network to fix its electric truck and SUV reaching consumers next summer.

The startup electric vehicle manufactuer has begun soliciting interest from auto body shops through an online form and at [email protected].

The network will be composed entirely of independent shops, Rivian collision repair program senior manager Kelly Logan confirmed in an interview Monday. Rivian will establish its own network of mechanical service and repair facilities but rely on “third-party collision centers,” he said.

“We’re looking for great shops,” Logan said.

For auto body shops, it’s a chance to get in on the ground floor of what’s likely to be the first completely electric pickup to reach consumers. Rivian plans to begin deliveries of the R1T electric truck in June 2021 and its electric R1S SUV in August 2021. (Rivian also plans to create an electric van fleet for Amazon expected to hit the streets in 2022, and it intends to set up a separate certified collision network for that commercial fleet work.)

The certified shops will also enjoy a captive audience. Logan said the OEM plans to restrict structural and high-voltage equipment parts, selling them only to the network facilities.

Structural components would include anything “bonded, riveted or welded” to the vehicle, he said. He described the restricted high-voltage components as anything which would need special repairer training, calling it a safety issue.

Asked about the materials shops could expect on the truck, Logan said he could only confirm it was “a mixed-material vehicle.”

We asked if Rivian had any plans to establish separate cosmetic and structural collision repair networks. Rivian collision repair program manager Frank Phillips said that “out of the gate,” all network shops would be qualified for structural repairs. But “nothing’s off the table” for the program in the future, he said.

Logan said Rivan plans to have service centers in the major markets, with smaller facilities in smaller markets. But as for the collision program, he said his experience indicated it was better to have body shops in “as many places as you can.” Logan spent more than four years building and managing Tesla’s auto body repair network before leaving the company in 2016.

“There’s always a need,” Logan said, and he encouraged all shops to apply.

Rivian collision repair program manager Frank Phillips said the company was evaluating the shops expressing interest and aggregating data. It would start contacting to repairers and the formal application process early next year, with some of its first network shops moving through the onboarding and application process by the end of the first quarter, he said.

Many more OEM certification programs and advanced vehicles exist now than when Logan was helping develop a body network for Tesla in 2012.

Logan said Rivian was examining what its vehicles needed for repairs — the company is simultaneously hustling to develop OEM repair procedures — but would “whenever possible” institute shop equipment requirements that matched other OEM programs.

Logan noted that the 2015 aluminum F-150 made operations like self-piercing riveting and tools like pulsed-MIG and silicon bronze welders more mainstream.

“The industry has changed a lot,” he said.

He said Rivian will publish its standards and tool list next year, but he was “pretty confident” equipment from other OEM programs would meet its requirements.

Rivian will check the shops meets its standards annually following the initial pre-certification check, according to Logan.

Rivian plans to work with I-CAR on training but also institute its own internal training for certified shops as well, according to Logan, who called it a “two-step approach.”

He noted that the impending launch of the vehicle meant Rivian was inevitably “probably gonna have onsite training” on early wrecks.

Logan said Rivian plans to also offer estimation specialists who can educate repairers on that process and work with Audatex, CCC and Mitchell on issues with their systems. He said the company would have an R&D collision workshop and technicians to research researching flat-rate labor times. He said the company would work with the information providers at first, but “we will validate all the times.”

As far as welding testing — some OEMs adopt I-CAR’s standard; others require an in-house test — Logan said the company was “still determining that.” Further quality checks such as unannounced visits were also up in the air right now, he said.

He noted that right now, the company faced the challenge of launching a completely new model in seven months. As Phillips observed, the various variables we discussed were all the “ingredients” of a certification program, and the company hadn’t yet reached the point of mixing the batter.

“It’s all coming,” he said.

Repairers seeking more information about Rivian can also watch Logan on a virtual Collision Industry Conference electric vehicle panel Wednesday. The 11 a.m.-3 p.m. industry summit is free and open to everyone; learn more here.
 

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Great info @R99

Although Rivian seems to be doing a lot for after service purchase, is anyone concerned about what service will actually be like? I believe in Tesla's early days it wasn't executed that well.
 

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Great info @R99

Although Rivian seems to be doing a lot for after service purchase, is anyone about what service will actually be like? I believe in Tesla's early days it wasn't executed that well.
Bought my Tesla in 2015 and they had a local service where I lived. Always had great service back then. Super nice and would always give me a Tesla loaner. Once they were short on loaners and gave me a Maserati instead 😁. Since the Model 3 came out, service has gone downhill some. They just seem overwhelmed. Take it all with a grain of salt though, because I’ve only been to the service center less than 10 times in 5+ years of ownership. Mostly for simple recall stuff.
 

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Bought my Tesla in 2015 and they had a local service where I lived. Always had great service back then. Super nice and would always give me a Tesla loaner. Once they were short on loaners and gave me a Maserati instead 😁. Since the Model 3 came out, service has gone downhill some. They just seem overwhelmed. Take it all with a grain of salt though, because I’ve only been to the service center less than 10 times in 5+ years of ownership. Mostly for simple recall stuff.
A Maserati is quite the loaner car to get from Tesla haha.

For servicing my guess is that experiences are going to be hit and miss depending on where people are and whether or not they're dealing with third party shops.
 
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