Rivian builds very interesting merchandise, with each the R1T and R1S proving to be extremely succesful autos that supply excellent vary and energy for the worth. Nonetheless, as a small firm, their autos usually are not with out their points, and that turned obvious to at least one R1S proprietor particularly.

After inserting an order for his R1S again in 2020, Chase Merrill waited three complete years to take supply, as reported by Enterprise Insider. Sadly for him, although, the electrical SUV died simply two days after he had taken possession of it.

Learn Extra: Rivian Should Recall 30 R1S SUVs Due To A Free Facet Curtain Airbag

Merrill had been driving his R1S to his household’s shared property within the Adirondack Mountains when he got here throughout a big snow drift in his path. Conscious of the claims made to his SUV’s capabilities, he tried to drive via it, and it really labored fairly nicely to begin.

Not too lengthy after, although, the SUV received caught; nevertheless, that wasn’t what broke it. Reasonably, within the makes an attempt to recuperate the car by rocking it from the driving force’s seat, Merrill believes he by accident triggered a security function that the R1S makes use of to stop itself from sliding down slippery hills. The SUV was primarily caught between drive and park, rendering it motionless, and it was then {that a} tow truck was referred to as to take it away. Sadly, that service middle was a number of hundred miles away in Massachusetts, so the invoice ended up amounting to an eye-watering $2,100.

See Additionally: Rivian’s New Plan Is To Elevate $1.3 Billion With ‘Inexperienced Bonds’ And The Market Didn’t Like It

On prime of that, it seems that the difficulty may have probably solved with a easy reset process fairly than needing to be towed and serviced, however Rivian’s customer support group failed to say that in Merrill’s preliminary name. After getting phrase of this, Rivian apologized and provided to cowl the (probably) unneeded restore prices, however not the towing bills. That was till Enterprise Insider reached out to them on the difficulty, at which level they pedaled again and provided compensation for the towing as nicely. The cherry on prime was when Merrill lastly acquired his SUV again, and it displayed a essential error message instructing him to return it to the service middle.

“There was an unlucky cascade of occasions and edge circumstances that led to this case,” stated Wassym Bensaid, Rivian’s senior vice chairman of software program growth, to Enterprise Insider. “However we take this suggestions as a present. It’s nice enter for us to enhance the product.”

Watch: Rivian R1Ts Pull Out A 17-Ton Semi Truck From A Snowy Ditch In Utah

The corporate has additionally determined to deal with this as a studying expertise for the way they accommodate their consumers, particularly those that are first-time EV house owners. “There’s nuance to that possession expertise that we’ve got to be sure that they perceive,” Tony Caravano, Rivian’s head of buyer engagement, advised Enterprise Insider. “One of many nice learnings right here is for us to be much more much more communicative about key elements and key components of the possession expertise once we know that clients dwell in additional distant areas.”

Merrill took a giant leap with the acquisition of this $85,626 car, the 24-year-old making the bounce from a 2015 Ford Edge. Not solely that, however the mountainous space of New York he lives in is considerably remoted, so the charging infrastructure round him was sparse to say the least. However regardless of his complete ordeal, he nonetheless likes Rivian’s merchandise and hopes the automaker finally ends up doing nicely; he simply doesn’t wish to be their guinea pig.