This has absolutely no scale, which is my personal biggest concern.
I looked scale up in order to try to find a definition that might make sense in the context of this quote. The only thing that remotely fit is: "the
size or
level of something,
especially when this is
large". This doesn't really fit because the proposed Rivian model has so many rangers, so many service centres, so many lap tops etc. This is, of course, more similar to Tesla than different with the significance being that sometimes Tesla will have you take the car to the service centre and Rivian won't (at least not initially). So I don't understand your concern. Is there something I should worry about with Rivian service that I shouldn't with Tesla?
We are already seeing the challenges that Tesla is facing with service AND they have their own service centers.
Rivian has (or will have) service centres too. But, if they meet their goal, you will never see the inside (or the outside) of one.
From what I can deduce and have experienced there are the usual, but relatively rare, sorts of problems with incompetent, overworked or lazy techs but that by and large the Ranger service works pretty well. Where Tesla needs to do some work is in getting parts to the service people and, mainly, in communications. The service is great if you can get an appointment. Getting an appointment can be a bit of a problem.
My assumption is that Rivian's early adopters will have that same white glove experience early Tesla owners experienced, but as they grow, they will suffer from their lack of scale.
There is little doubt that the early adopters will get white glove treatment. This is a very important part of marketing. Later on I expect service is going to become much like Tesla's is today except that I hope they will learn from Telsa's missteps just as they have clearly learned from Tesla's successes. In the long run it has to be less expensive for them to have a service center near Washington, DC than it would be for them to ship all the DC area cars to Normal so they will be scaling up the number of centers for sure.
I really wonder why they won't take the route of utilizing Ford's dealer network as their long term solution to meet demand and scale.
What makes you think that isn't exactly what they plan to do? Note that I am not suggesting that they will do that but why not? The service centres they are putting together and planning to put together could very well be in Ford facilities or near existing Ford facilities. The stated reason they don't want to have you go to a "Ford" facility is that they want to keep the Rivian brand distinct in peoples minds. But as you will not be in or at the repair facility they can, at least at first, use Fords real estate and you will never know.