My Rivian R1S Went in for Service and the Loaner They Gave Me Failed Too, But Rivian’s Quick Support Made the Whole Thing Surprisingly Smooth

There are moments in car ownership when you expect a little friction. Stuff such as a service visit, a tech glitch, or a check-engine light that turns your day upside down. But sometimes, what you expect to be a minor inconvenience becomes a test of how far a company is willing to go for its customers. That’s what happened to Vincent Kwan as I read his story while browsing through the “RIVIAN Electric Vehicles Discussion” group on Facebook, and it stood out. Vincent had scheduled a service appointment for his Rivian R1S due to some minor Apple Music and TPMS issues, the kind of stuff most owners would shrug off. Rivian provided him with a loaner vehicle, like any premium automaker might. But when that loaner developed suspension faults of its own, what could’ve been a frustrating domino effect turned into something else entirely. Here's how he put it:

“Rivian does it again. Had some Apple Music and TPMS issues, so I scheduled an appointment, and received a loaner,” Vincent wrote. “Regrettably the loaner decided to have some suspension faults, and Rivian towed the loaner out and dropped off a new loaner for me. I don't know any other company that will go to this extent to keep you on the road. Props to the Madison Heights service center and crew.”

Community Comments Paint a Broader Picture

Let’s pause and appreciate what actually happened here. Vincent didn’t just get a quick fix or a call back, he got a seamless and immediate recovery when the backup plan itself failed. Many brands struggle just to offer a decent experience during the first service visit, but Rivian went a step further by treating a loaner vehicle issue with the same level of urgency as a primary vehicle fault. They dispatched a tow truck for the loaner and delivered a second vehicle, all while maintaining the tone of a brand that actually listens and acts.

One R1T driver once shared how he said he would never buy an EV until the Rivian R1T got him hooked. That kind of surprise turnaround has become a quiet undercurrent in Rivian discussions, especially when real-world experiences defy expectations.

This level of service isn’t just a one-off either. In the same Facebook thread, Michel Courtoy shared, “Rivian will pick up my R1S tomorrow morning for its 15k inspection and they will drive it back in the evening. This concierge service is a ‘trial’ per my service adviser. Very convenient and free! Thanks Rivian.”

Michel’s comment underscores that Rivian’s approach is becoming something of a signature. They’re testing concierge pickup and return services that feel more like something you’d expect from a luxury brand rather than a startup reshaping the auto industry.

But not every comment was glowing. Corey Xie raised an important and thought-provoking concern, asking, “Is this good of the loaner service or bad? How often do Rivians seem to break or need repair? Very scary thought post warranty.”

Corey’s question hits at something deeper: what does it say about long-term reliability if not just one, but two Rivians experience issues during a single service window? These aren't catastrophic failures, but they're still inconvenient. And while Rivian's service response is impressive, the pattern of repeated faults, even in a loaner, may start to raise eyebrows as more owners rack up miles.

A Pattern Emerging Across the Community

In fact, these moments echo other ownership experiences across the Rivian community. In another story I wrote not too long ago, a driver praised the upgrade after he switched from a Kia EV6 to a Rivian R1S Gen 2, though he acknowledged the learning curve and occasional software bugs.

As for longer journeys, one Rivian owner documented how their road trip went sideways when Level 3 charging failures left them stranded. That story, like this one, is another example of how Rivian handles trouble when it arises, and that’s something worth exploring.

Take Kelly Deutsch’s comment, for example: “Long live Rivian!”

It’s brief, but it shows a certain optimism. Even after hearing about two vehicles experiencing faults in one visit, there’s still a sense of loyalty and hope for the brand’s future. That kind of brand goodwill is earned, not assumed.

Why This Story Matters for Rivian’s Future

I think what this story really highlights is a unique moment in Rivian’s evolution. Most automakers talk a big game about customer care, but Rivian is still in that rare space where they're small enough to execute on it personally and large enough to make it matter. What impressed me most wasn’t that a loaner failed, as that can happen to anyone. It’s that they didn’t flinch. They didn’t drag the owner through red tape or apology calls. They solved the issue like it was never a burden.

But we also can’t ignore the growing concern here: if Rivian wants to maintain this high standard as it scales, reliability will need to catch up with the customer service. You can only swap in new loaners so many times before owners start questioning why they need one in the first place.

And that brings me to the key point that amazing service should be the icing, not the glue.

Moral Lessons and Key Takeaways

1. Extraordinary service can redeem almost any inconvenience.
Rivian’s rapid tow and replacement system turned a would-be disaster into a smooth experience, proving that execution matters just as much as engineering.

2. Loaners breaking down aren’t just flukes, they’re signals worth watching.
If even backup vehicles are showing faults, it’s time to ask tough questions about build consistency and long-term durability.

3. Convenience features like concierge pickup are more than marketing fluff.
As Michel’s comment shows, these trials could become essential differentiators in the EV market if they scale well.

4. Brand loyalty grows not from perfection, but from how issues are handled.
Kelly’s enthusiasm isn’t blind faith, it’s earned trust. And Rivian is cultivating that trust well, even in tough moments.

5. Transparency in the community keeps the conversation grounded.
Corey’s concern reminds us that healthy skepticism is part of the EV ownership journey. Reliability matters, and it should be discussed openly.

Your Turn

Have you ever had a loaner car break down while your own was being serviced?

And if not the same situation, what would it take for an automaker’s customer service to win your trust even when things go wrong?

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 and the "RIVIAN Electric Vehicles Discussion" public Facebook group.