In an interview with Insider, Merrill explains that he was initially overjoyed with his new R1S, saying: “I was in a honeymoon phase. It’s an incredible car, and it handles unlike anything I’ve ever driven.” However, when the car got stuck in 2.5 feet of snow, his love affair with the truck promptly ended. Merrill commented on his expectations, stating: “I had seen all the Rivian marketing campaigns with the cars just eating through the snow, so it was kind of like, man, this is disappointing.”
When the Rivian truck became stuck in the snow, a safety feature immobilized the vehicle. The vehicle displayed a critical error and indicated it would have to be taken to a service center. Merrill later suggested that a straightforward reset might have fixed the problem, but Rivian’s customer service did not mention that option during his initial call.
The vehicle had to be loaded onto a flatbed truck and transported to a service center located hundreds of miles away from the incident. The bill to transport the electric truck totaled $2,100, a smack in the face for Merrill, who had just taken possession of the truck in the few days preceding the incident.
This incident has drawn attention to the difficulties Rivian has had maintaining customer satisfaction due to delays in production, delivery, and customer support. Early supporters of the company have previously stated that they have lost interest, and some have made alternative plans to buy other electric cars.
The owner of a Rivian R1S electric SUV was overjoyed to have his dream electric vehicle after waiting for years. But after owning the car for just days, it got stuck in the snow and immobilized by a safety feature, leading to a $2,100 bill to transport it to a repair facility.
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