I’m reaching out because my So Flo Customs Rivian (one of only two built) has been out of service for months. The car is fully repaired, but it cannot operate because the service center is refusing to perform a software update required for the airbag that operates the ride height suspension.
Despite having a third-party technician with years of experience on-site, the Costa Mesa service center has dismissed their input and continues to block the update. At one point, the lead aggressively approached my technician, their co-workers, and me in an attempt to stop the update.
After repeated roadblocks, I felt I had to raise the stakes by asking about escalation to regional managers. The front-line employees’ reactions were striking—they seemed overwhelmed, almost emotional, rather than focusing on innovation or finding a solution. It was clear that the standard processes weren’t allowing them to advocate effectively.
I’ve followed all procedures and tried to escalate appropriately, but the update remains stalled. My goal is simply to get the vehicle fully operational while following proper channels.
Has anyone successfully navigated flagged vehicles or managed to get similar updates approved? Any advice would be greatly appreciated.
Thanks in advance
Despite having a third-party technician with years of experience on-site, the Costa Mesa service center has dismissed their input and continues to block the update. At one point, the lead aggressively approached my technician, their co-workers, and me in an attempt to stop the update.
After repeated roadblocks, I felt I had to raise the stakes by asking about escalation to regional managers. The front-line employees’ reactions were striking—they seemed overwhelmed, almost emotional, rather than focusing on innovation or finding a solution. It was clear that the standard processes weren’t allowing them to advocate effectively.
I’ve followed all procedures and tried to escalate appropriately, but the update remains stalled. My goal is simply to get the vehicle fully operational while following proper channels.
Has anyone successfully navigated flagged vehicles or managed to get similar updates approved? Any advice would be greatly appreciated.
Thanks in advance
