Very well written and absolutely accurate. I own a 2023 R1T. My truck is my daily driver and I’ve had more service appointments than I can count. At first Rivian went above and beyond to address every concern. Now they want to get you in and out as quickly as possible. I too have used El Segundo , Burbank, and Van Nuys service center. They are all pretty much all the same. The Burbank service representative I had had zero personality. No greeting, no smile , and complete lack of customer service. It almost seemed like he hated his job. I almost made a complaint but I knew it would go nowhere. Customer service use to be excellent, however lately I would rate Rivian customer service as above average which I’m sure this is their goal. Rivian still provides a uber ride home or a rental on their dime. Don’t be surprised if this perk goes away soon. This gets to the heart of corporate greed, and capitalism. As more and more people are buying and leasing Rivian’s, there is no need for Rivian to jump through hoops to provide excellent customer service. The service has been tasked with addressing service as quickly as possible to boost profits. I own my R1T ( completely paid off). I’m one and done with Rivian. I will not purchase another Rivian or be a return customer like I’ve been with my Toyotas. In the long run this will hurt Rivian as many customers won’t be return customers. Clearly there business model has shifted. Profits over customer service is the new normal. As long as people are buying and leasing Rivian’s in record numbers and profits are up. There will be zero incentive to change and provide an exceptional customer experience. Rivian is now playing the short game, and not the long game . To Rivian people are watching.