By
Nick Godt
Rivian
Can the same vehicle brand sit both at the bottom of owner ratings in terms of reliability and at the top in terms of overall owner satisfaction? When that brand is Rivian, the answer is a resonant yes.
Rivian ranked number one in satisfaction for the second year in a row, with owners especially giving their R1S and R1T electric vehicle (EV) high marks in terms of comfort, speed, drivability, and ease of use, according to the latest Consumer Reports (CR) owner satisfaction survey.
And love from Rivian owners doesn’t stop there: 86% of them would buy again from the California-based EV maker. That puts Rivian well ahead of BMW and Tesla, the next two contenders in terms of owner satisfaction.
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Yet Rivian, a fairly new EV manufacturer, sinks to the bottom of the CR survey in terms of reliability.
“Since EV technology is still relatively new, automakers continue to work the bugs out of their powertrains and platforms,” says Steven Elek, who oversees auto data analytics at Consumer Reports. “But we also see issues with their non-EV components, such as the latest infotainment and electronic features.”
CR’s survey gathered data from owners of about 300,000 vehicles of the 2022 to 2024 model years. For reliability, it measures 20 trouble areas, ranging from nuisances — squeaky brakes and broken interior trim — to major bummers, such as potentially expensive problems involving out-of-warranty engines, transmissions, EV batteries, and EV charging.
As CR notes, Rivian wasn’t the only automaker receiving mismatched ratings in terms of satisfaction and reliability. BMW, which came in second in terms of satisfaction, also received mediocre ratings for reliability. By contrast, Subaru was ranked as the most overall reliable brand, while receiving average satisfaction ratings.
“Owner satisfaction ratings for a brand or particular car might not always match up with its reliability, especially for new models,” CR says. “Even cars that require frequent trips to a dealership repair shop can make owners happy because the new-car warranties take the financial sting out of an unreliable vehicle.”
Nick Godt has covered global business news on three continents for over 25 years.
Rivian R1S vs. Kia EV9: Is the more expensive electric SUV really better?
While electric crossovers have become extremely popular, SUV-sized vehicles haven’t been quite as common. Sure, Tesla calls the Model X an SUV, but many customers think of a specific shape and size of car when they think of an SUV — and the Tesla Model X doesn’t really fit that. Now, however, actual electric SUVs are finally coming out — like the Rivian R1S and the Kia EV9.
The Rivian R1S may come from a lesser-known and smaller brand, but that certainly doesn’t make it worse. In fact, it could make the company more nimble, and more innovative. But, there’s still something to be said for the reliability of a well-known brand.
Rivian adds Snow Mode through software update just in time for winter
Making up for slow truck shipments, the Rivian software team has been busy working on improvements and new features to keep existing customers happy. Although it’s a small group, happy customers make for great brand ambassadors.
The biggest and most advertised feature of the new update is “Snow Mode,” – rolled out today for the R1T truck and the R1S SUV – which helps maximize control with an emphasis on comfort when you’re in icy, slushy, or snowy conditions. I’ve found Rivian vehicles to have an overly aggressive regenerative braking system (the only options are Normal and High), and the new Snow Mode helps reduce the sensitivity of the braking system to allow for better control on slippery surfaces. Imagine having to deal with a sliding car every time the brakes come on due to regen mode – not fun for any driver.
You also have to wonder why there wasn’t a “Snow Mode” to begin with, considering these are otherwise incredibly capable off-road trucks, but thankfully Rivian has been listening to its customers and acting quickly to appeal to the masses.
Other important updates include the ability to heat the front and second-row seats, heat the steering wheel, and turn on the defrost system all through the mobile app (software update version 1.9). Another important update is the ability to share an address from Google Maps or Apple Maps directly to the truck’s navigation system – a nice touch.
And for those with range anxiety, this software update purportedly helps with battery efficiency – though the exact numbers have not been released.
You might be wondering why these updates are coming after the vehicles have already been delivered. After all, a lot of vehicles come with these features from day one. While no official Rivian spokesperson has commented, unofficially the response has been that they want to make sure the experience is perfect for their customers and that means extensive testing and cautious rollouts over time.
I happen to think that they are rushing to get vehicles out the door to make investors and early pre-order customers happy. Worth noting is the fact that some Rivian vehicles have wood trim on the back of the first-row headrests, and others do not. Chalk it up to cost-cutting or assembly line improvements?
Here is a shortened list of other new features and bugs that the latest Rivian software update addresses:
2022 Rivian R1S first drive review: An EV SUV fit for an expedition or a drag race
Rivian beat the likes of Ford, General Motors, and Tesla to market with an electric pickup truck, but now it’s time for act two.
The 2022 Rivian R1S shares most of its DNA with the Rivian R1T pickup released late last year, but in place of a bed, it has a three-row cabin with seating for seven. It retains the R1T’s distinctive styling, impressive off-road capability, and improbable acceleration, but in a package for drivers who need to carry people instead of stuff.
