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​My Rivian R1T EV Broke Down on a Busy Highway, What Happened Next Proved Which Car Companies Will Survive

When Bob Allen's Rivian R1T shut down on a busy highway exit, it could have been a disaster, but what happened next revealed the one thing that will separate EV winners from the non-EV owners.

The electric vehicle revolution is well underway, but as with any shift in technology, there are bound to be growing pains. For some manufacturers, batteries have a history of failing, software may glitch, and charging networks still resemble the Wild West if you don’t have a Tesla. But there’s one thing that separates the companies that will endure from those that will fade into obscurity: customer service.

Screenshot of a Facebook Post

Take, for example, the story of Bob Allen, who shared his experience in the RIVIAN Electric Vehicles Discussion Facebook Group: (quotes modified for clarity)

What started as a potential disaster on I-95 turned into an example of great customer service. My R1T unexpectedly shut down on a busy exit ramp, likely due to failing 12-volt batteries that had been causing strange behavior…including inaccurate range estimates that showed 194 miles on a full charge but delivered less than half that distance.

The timing couldn't have been worse. We had passengers needing to catch a flight to Asheville, NC after a family event in South Florida. After arranging an Uber for the 20-mile trip home, we got some rest and began planning our next steps. The immediate challenge involved coordinating with multiple parties…tow truck operators, Highway Patrol Road Rangers, and Florida State Police. To safely move the vehicle from the dangerous highway spot to an EV charger about a mile away.

Allen went on to say,

Before dawn, I reached Jenice from Rivian's overnight team. Her calm, caring demeanor set the tone for what followed. Understanding the urgency, especially since we had essential medications locked in the inaccessible truck, she quickly connected with Nick, the Orlando Service Center Manager. By 10 AM, mobile service technicians Daniel and Sam arrived in their van and replaced the two problematic 12-volt batteries.
The entire Rivian team…from roadside assistance to the service center and mobile mechanics…delivered A+ service with their expertise, friendly communication, and professionalism. What could have been a nightmare turned into a powerful example of customer support done right.

For clarity purposes, it goes without saying that a nearly new truck shutting down on an interstate off-ramp is a serious problem. No amount of smooth customer service erases that. But what’s telling here is how Rivian handled the crisis.

Photograph of the encounter

Instead of leaving Allen to navigate a bureaucratic maze of automated phone lines and scripted apologies, the company took swift, decisive action. That matters when it comes to retaining customers.

Rivian, Tesla, and the Rest of the Pack

Rivian is still a young company, and like Tesla before it, it’s learning that making a great electric vehicle is only half the battle. The other half is keeping them on the road.

Tesla, to its credit, proved that direct-to-consumer sales work. It pioneered the over-the-air software update, turning cars into constantly evolving tech platforms. And it built the most reliable and widespread fast-charging network in the world.

But even Tesla, the undisputed king of the EV hill, has stumbled when it comes to service. Stories of long wait times for repairs, unresponsive support, and unpredictable build quality have plagued the brand for years.

  • Rivian has positioned itself uniquely in the EV market by combining Tesla's direct-to-consumer approach with superior customer service, as evidenced by their mobile service teams and rapid response to emergencies. This strategy addresses one of the major criticisms faced by Tesla while maintaining the benefits of a modern sales model.
  • New EV companies face a significant challenge in balancing cutting-edge technology with reliability. While issues like Bob Allen's R1T breakdown highlight the growing pains of new technology, Rivian's partnership with Amazon provides them a crucial advantage - a stable revenue stream and real-world testing environment through their 100,000-vehicle delivery van order.
  • Unlike traditional automakers who rely on dealership networks, emerging EV manufacturers must build their service infrastructure from scratch. However, this challenge also presents an opportunity to reimagine customer service, as seen in Rivian's mobile service approach that brings repairs directly to customers rather than requiring them to visit service centers.

Meanwhile, legacy automakers like Ford are watching and learning. The Mustang Mach-E and F-150 Lightning are proof that traditional manufacturers can build compelling EVs. But their dealership model - designed for selling combustion cars, not maintaining high-tech battery-powered machines - has proven to be an Achilles’ heel. 

Rivian, for its part, is taking the best lessons from Tesla. Direct sales, OTA updates, and a tight-knit brand identity while working hard to avoid the pitfalls. Its mobile service approach, as seen in Allen’s case, could be a game-changer if it scales effectively. Instead of forcing customers into service centers, Rivian is bringing the repairs to them. If this level of responsiveness remains consistent, it could be the key to winning over skeptical buyers.

The Amazon Connection and the Road Ahead

Beyond personal ownership, Rivian has a major ace up its sleeve. Amazon. The tech giant ordered 100,000 Rivian delivery vans, which are already rolling out across the country. While a stalled delivery van on a city street doesn’t make headlines the way a stranded R1T does, these vehicles are stress-testing Rivian’s technology in real-world, high-mileage conditions.

Rivian R1t

If Rivian can keep Amazon’s fleet running smoothly, it will gain invaluable data and prove it can handle large-scale service demands.

Unlike Tesla, which had to claw its way to profitability over two decades, Rivian has a built-in revenue stream that could help sustain it as it refines its vehicles and service network.

What’s Next for EV Owners?

There’s no doubt that EVs are the future, but the transition isn’t seamless. Battery reliability, charging infrastructure, and software glitches are still real concerns. The companies that thrive won’t just be the ones that build the fastest or most luxurious cars, but the ones that make ownership hassle-free.

Rivian’s response to Allen’s breakdown wasn’t just good customer service, it was a statement. It showed that the company understands how important support is in the EV world, where traditional mechanics can’t just swap out a spark plug and send you on your way.

So here’s the question: If automakers want to win over the masses, is innovative service just as important as innovative vehicles? Are you willing to deal with some growing pains in exchange for cutting-edge technology, or do you expect flawless reliability from day one? Let’s hear it please, because the future of driving is still being written.

Noah Washington is an automotive journalist based in Atlanta, Georgia. He enjoys covering the latest news in the automotive industry and conducting reviews on the latest cars. He has been in the automotive industry since 15 years old and has been featured in prominent automotive news sites. You can reach him on X and LinkedIn for tips and to follow his automotive coverage.

Comments

Richard Grunert (not verified)    January 31, 2025 - 7:17AM

I had a similar experience with our RiS. It was just a flat tire but without the spare or sealant we were stuck. Customer service got me a service truck in the Quebec countryside , even though I live in the US and paid for the towing. Since then we have been able to purchase the spare . The mobile service installed this at our home. Love the truck and fully expect it to succeed long term given the great customer loyalty. Ill probably trade in my model Y for the R3 when its available.

Shawn Valuch (not verified)    January 31, 2025 - 9:36AM

I've had my R1S for a year and a half and this has always been my experience. Rivian comes to the rescue calm, cool, and always effectively. They recently (probably d/t a fault ID'd with the 12 volt batteries that work constantly at varying amounts of voltage) scheduled an appointment with me and at no cost to me (the first times on them and in the future they will contact me and the cost will be mine) came to my home in 26 degree weather and changed out the 12 volt battery. It had not yet caused charging problems. They NEVER leave me stuck anywhere for any reason, and they are always friendly, concerned, apologetic for the inconvenience, and most of all....EFFECTIVE! They are THE BEST!!!

SB Brady (not verified)    January 31, 2025 - 2:06PM

Great, but losing 35k on every truck isn’t going to keep you in business to long when you started in 2009.

vailmcc (not verified)    February 1, 2025 - 12:27PM

In reply to by Noah Washington

VW's Scout will probably kill Rivian. As stated above, you can't continue to sell very few units that cost you a 35k loss per unit.
I've made a decent amount of money trading Rivian stock, though. It's volatile; dumb money props it up, then the smart money sells it.

Eric (not verified)    January 31, 2025 - 11:26PM

Consumer reports least reliable vehicle for 2025 is rivian Amazon is the only reason that company is still around or they will die out like canoo and the rest of the crappy electric vehicles and demand and sales show that no one wants EVs

Gopher (not verified)    February 1, 2025 - 5:13AM

I don't take this as a win. I take it as pure junk. Dead battery and you can't get in because of sissy electric doors? Brand new and stops in the middle of the road. Oh oh it was just.......! Pure rich people junk. I was driving the other day and had one to pass me. These are actually kinda smaller than I expected. Looks like a compact to me. I'd never own anything with less than a 6 or 8 ft bed. What's the point?

Randall (not verified)    February 1, 2025 - 12:02PM

I would love to get a rivian but from my research of the three (ford, rivian and tesla) the cybertruck would be the best thing for me as it can be fixed to seat 6 people as the center consol can be removed unlike rivian and Ford the consol is built in and can't be removed without major modifications.
I have a family of 6 hence the reason for needing that many seats

Jason Richardson (not verified)    February 1, 2025 - 6:45PM

While I appreciate the story please stop spreading the rumor Tesla on top of the hill. They have the biggest name but they are the worst quality cars in all of major brands. Literal dog shit. People need to be supporting Rivian and Lucid or commiting to good brands for now while they wait like Kia and Toyota. I wouldn't accept a Tesla for free. But love my Kia EV6. we plan to get a Rivian next.