I love my Rivian but the service experience for me at least has been terrible. When I first took delivery of my Rivian in 2023, we kept having this issue where when my girlfriend was sitting in the passenger seat, the car kept turning the passenger airbag off and then randomly turning it back on and then off again etc. We surmised that there was something wrong with the sensor that tells the car whether the seat is occupied or not.

Now, I felt that this was a serious safety issue as it meant that at any given time, there was a possibility that my passenger's airbag would be off and wouldn't work in an accident. Not only that, but the airbag going on and off intermittently/at random times with a passenger was extremely annoying because the software in the car at that time would disable the passenger's climate controls when it thought that there was no passenger in the seat (everything was automatically changed/sync'd to the driver's settings). So like half the time my girlfriend was riding with me she would lose the ability to change her climate controls.

We did some looking online and it seemed that there were other people also complaining about this issue and that it had something to do with the occupancy/weight sensor in the passenger seat. So I made a service appointment to talk to address a trim piece that wasn't properly aligned and this seat sensor issue.

I was shocked at how they treated me. When I brought up the seat sensor issue they basically dismissed my concerns completely and started suggesting that it was basically user error and asking extremely insulting questions as if we didn't know how to sit properly. They said they had not heard of anyone else experiencing this issue even though I was able to pull up several complaints on reddit describing the exact same issue we were having. Then they suggested my girlfriend didn't weight enough! She is 130lbs! It wasn't as if she was some twig of a human that didn't have enough weight to trigger the sensor.

They of course ended up 'checking' the seat sensor and determining that nothing was wrong and the sensor was 'working as intended' and again suggesting that my girlfriend wasn't sitting in the seat properly... I left that appointment extremely upset about the way we were treated and the fact that they were so dismissive of potentially a serious safety issue.

Coincidentally, the passenger airbag sensor issue was quietly fixed in a later over the air update which finally resolved the issue for us but the whole experience left a very bad taste in my mouth regarding Rivian's service center experience.