I Thought I Was Finally Getting My Rivian R1T Fixed, Until They Told Me I Wasn’t Even on the Service Schedule Anymore

There’s a certain thrill that comes with getting your hands on a new EV, or new to you at least. The promise of a fresh chapter in your ownership journey. But as more buyers enter the world of electric trucks, stories are emerging that remind us how the ownership experience isn’t just about the vehicle itself, it’s about the service that comes with it.

This morning, I came across one of those stories in the “RIVIAN Electric Vehicles Discussion” group on Facebook. Keith Morgan had shared his frustrating journey after buying a used Rivian R1T. Here’s the first part of what he posted:

“Rivian Service I am so over this. Months ago I bought a used R1T. It was many updates behind when I got it home, so I installed a few without issue and then they started failing. During this same time frame my cameras would stop working, either freeze the actual picture but keep the guidelines moving, or just completely black screen, or coming up with the black reset software screen. I spoke to Rivian and they set up a service appointment 6/7 weeks away. I waited. Tech came and he was awesome but he couldn't fix the issue. He asked my availability to bring it in and we came up with a plan. About a week later someone from Rivian calls me and has an appt setup to the specifics of what the tech and I discussed. (I live 3+ hours from the closest service center but was going to be driving to see a family near one a few weeks away). The caller stated they would send a confirmation and have a loaner for me. It is now two days away from that trip and I've received nothing from Rivian. I called them this morning to get the address and everything for the appointment. They have no record of any of it. Nothing. The last thing they can find is the tech coming out. Now they are telling me the next possible appointment is late June.”

That would be enough to make any new owner second-guess their decision. But the story didn’t end there, and thankfully, Keith pushed back.

Here’s what happened next:

“UPDATE: I called back and asked for a service manager to contact me. 'Erica' called me back and tried to sell me on taking an appointment on May 19th to be 'squeezed in' and I brought up this being a safety issue. She argued with me about backup cameras being required as safety equipment on all US vehicles (they are since 2018 by the way). She did ask if I had the date/time of the phone call and after getting off the phone with her I scrolled back through all my calls and thankfully found it. Called back and spoke to her again and informed her of the date and time of the call (apparently they record all calls) and she forwarded that info to the service center manager. Within 30 minutes I had a call back stating they would take my truck on Friday as it was originally scheduled. I even received a call after that from the service center call person apologizing for the error/issue. Evidently they found the recording of the call.”

More Than Just a Glitch

Keith’s experience is a reminder of something many Rivian owners are quietly starting to talk about: while the vehicles themselves are groundbreaking, the support system still seems to be catching up. For Keith, the excitement of joining the Rivian community was met with software bugs and hardware glitches, something not uncommon for buyers of used EVs. But the real breakdown happened on the human side of the system, when Rivian failed to properly track a service appointment that had already been discussed and confirmed.

This isn’t the first time an R1T owner has shared a frustrating tale about scheduling and support. In fact, in another recent Rivian service-related story about a failed Level 3 charging trip, a family was left stranded after charging issues interrupted their journey. That story, like Keith’s, highlights that owning a Rivian can mean dealing with a mix of industry-leading tech and unpredictable support timelines.

Conflicting Experiences from the Community

Commenters under Keith’s post chimed in with stories of their own. Rob Parnow shared, “I've had the same thing happen. Spoke to someone, set up the appointment, but never got the confirmation. Called and no record of it in their system of me talking to anyone or setting up an appointment. It's pretty infuriating. Sorry you're going through this. Just be prepared for your truck to be in service for 1-2 weeks. That is typical.” Rob’s experience mirrors Keith’s and illustrates a concerning trend that when appointments vanish, owners are left scrambling.

Then there’s Bill Gehn, who offered a very different perspective: “Flawless experience for me; I have scheduled multiple service appointments using the app. My advice is to NOT call in a service request; use the app. Sorry to hear of your difficulties. The vehicle is amazing; congrats!” Bill’s comment offers a valuable takeaway, that perhaps Rivian’s phone support system isn’t as robust as the app-based one. This adds an important layer that user behavior may influence support outcomes more than expected.

Joe Randle chimed in with a point often overlooked: “This is a problem with resellers not keeping the vehicle updated as required. I had to deal with a similar issue when my R1S was in a body shop for repairs.” Joe brings up an essential angle that used EV buyers may inherit tech-related problems not caused by the manufacturer, but by third parties or gaps in ownership continuity. That makes customer support all the more critical for those new to the brand.

These are not isolated frustrations. They echo patterns I’ve written about multiple owner stories, including one Rivian R1T owner who switched from a Tesla Model 3 and was surprised by service hurdles. Or another from an R1S owner who upgraded from a Kia EV6 and still ran into support hiccups despite loving the truck.

What This Experience Says About EV Ownership Today

From my perspective, what happened to Keith shows the growing pains of an automaker trying to do it all. The building of cutting-edge vehicles, scaling operations, and keeping service quality high. I think Rivian is getting a lot right, especially when you look at how compelling their products are for EV fans. But moments like this make it clear that the company still has work to do on delivering a seamless ownership experience. With more used Rivians hitting the market, consistency in post-sale support is going to matter more than ever.

This isn’t just about one missed appointment. It’s about trust, transparency, and keeping pace with customer expectations in a world where digital records and follow-ups should be basic. If you’re building some of the most advanced trucks on the road, you have to match that with service infrastructure that feels just as smart. Just my take.

Key Takeaways for Readers

• Document Everything: When scheduling service, especially by phone, make sure to take note of names, dates, and times. Having that info helped Keith escalate his case. Even recording as a backup might help.
• Use the App When Possible: Rivian’s app-based scheduling may be more reliable than phone-based support, according to community feedback.
• Check for Software Gaps on Used EVs: Buying used can mean inherited tech issues. Always confirm the update history and ask about recent service.
• Persistence Pays Off: Don’t be afraid to advocate for yourself. Keith’s determination to scroll through call logs and find proof is what got his issue resolved.

What Do You Think?

Have you ever had to fight to get a service appointment honored, especially with an EV or newer automaker?

Or have you discovered a trick that always helps you get quicker support?

Drop your story in the comments below. Your experience might help someone else navigate the system.

Aram Krajekian is a young automotive journalist bringing a fresh perspective to his coverage of the evolving automotive landscape. Follow Aram on X and LinkedIn for daily news coverage about cars.

Image Sources: Rivian Gallery