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