Rivian has been making waves in the automotive industry with its highly anticipated R1T and R1S models. These vehicles have been praised for their range, power, and sleek design. However, as with any new product, there are bound to be some issues that arise. This was the case for Chase Merrill, a 24-year-old from upstate New York who had been eagerly awaiting the delivery of his R1S for three years.
Just two days after taking ownership of his new electric SUV, Merrill ran into trouble when driving through a snow drift on his family’s property in the Adirondack Mountains. Despite the vehicle’s impressive capabilities, the SUV became stuck and Merrill attempted to rock it back and forth to free it. Unfortunately, this triggered a safety feature that immobilized the SUV and required it to be towed to a service center hundreds of miles away. The cost of towing amounted to a staggering $2,100.
To make matters worse, it was later discovered that the issue could have been resolved with a simple reset procedure that Rivian’s customer service team failed to mention. When Business Insider reached out to Rivian about the issue, the company apologized and offered to cover the towing expenses as well.
Wassym Bensaid, Rivian’s senior vice president of software development, acknowledged the situation and stated that it provided valuable feedback for the company to improve its products. Tony Caravano, Rivian’s head of customer engagement, also emphasized the importance of better communication with customers about the ownership experience, especially those living in remote areas.
Despite the costly and frustrating experience, Merrill still has high hopes for Rivian and its products. He sees himself as a loyal customer but hopes that the company will learn from his experience and better accommodate its buyers in the future.
As Merrill puts it, “I’m not here to be a guinea pig. I just want my car to work.” With Rivian’s commitment to customer satisfaction and improvement, there’s no doubt that they will strive to make sure Merrill and all their customers have a positive ownership experience with their vehicles.
