Had call with Rivian Guide, delay on Ocean Coast interior

[Inkedsphynx]

Next time, email them don't waste their time on chat.

If you want to convey a message without feedback, email.

I would have happily taken feedback, and I, the customer, wanted an actual human being to acknowledge they heard my complaints. I have 1200 unread emails in my work inbox right now. I can't imagine what their email queue looks like.

Either way, in the end, what's the difference? Both interactions take time. Maybe email is faster for them, it definitely is if they don't respond to me. The CS rep is paid for that time regardless of whether they are answering an email or a chat. I wasn't a dick to them. They'd have gotten paid for any extra time spent with me in chat the same as they'd get paid for the time they'd spend in chat with someone else after they finish reading my email and replying, if they did.

So again - what's your complaint here? I used CS the way they are intended to be used and they got paid their standard rate for dealing with my issue the same as they would any other issue?

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[Mcdubjr]

I don’t think you said anything that bad, I’m sure the CS agent was fine.

Anyways, I’ll just say that I have been able to get good answers from emailing in the past. Gave them the time to find the answer. In fact they actually went out and measured something on an R1T in the parking lot for me.

 

[astonius]

Spoke with my guide today. No delay he is aware of with OC. He did say I could get the truck sooner if I switched to BM. He also said OC might be more towards the end of my delivery window (Apr/May), but no explicit delay for OC.

 

[Joninrye]

Yea, that’s not what customer service is for. As a reminder, you haven’t bought anything, to wit, you aren’t a customer.

They’re there to answer your questions, and in the absence of an answer attempt to provide you guidance on when one may be forthcoming; not take verbal abuse over what they do and don’t know. They’re not your punching bag. People aren’t cautioning from having your say, but the manner in which you are communicating it. I promise you, you get nowhere naming dropping that you are active on an Internet forum and that that css agent rolled their eyes and said “here we go,” when they read that.

I got news for you, customer service interactions didn’t roll back the price hikes: Order cancellations did that. If you don’t like how Rivian is treating you, cancel your order and move on.

No one should be rude or harsh to CS reps. Having said that I don’t think it’s unreasonable to expect them to be helpful and Rivian needs to equip them to do that better.

If you ask the orange apron guy at Home Depot where to find plungers, how happy are you going to be when he says “we’re super excited to get you into your new plunger! I have no information that tells me that plungers are not in this store. Stay adventurous!!” ?

 

[IrishDawg]

I asked about the R1S but no info on that.

My guess is that Rivian is under pressure to get trucks out quickly with Ford on their heals. If they can have their interior department concentrate on just one style they can pump out deliveries faster. I have heard where people have pre-orders in for Rivian, F150 lightings, and Cyber trucks. Whatever they get first just cancel the other pre-orders. My guess is Ford is going to start shipping late this year. The more trucks Rivian can have on the road the happier customers and investors will be.

My wife made a good point that with the price I will be paying I could sell my truck even in a few years and get a new one with all the exact options I want and sell my old truck for more than I paid. Time will tell. I am just happy that I will soon be a Rivian owner. Finally...

I have cyber, F150, and Rivian reservations. I got my F150 reservation in day two and still got told that my production date was shifted out until 2023. I don't really care because it was always the backup to the Rivian.

 

[Trandall]

I got news for you, customer service interactions didn’t roll back the price hikes: Order cancellations did that. If you don’t like how Rivian is treating you, cancel your order and move on.

Kind of a side note but I think the possible likelihood of preorder holders waiting till the last moment to cancel played a big roll. Just as they communicate changes at the last possible moment preorder holders can wait till the delivery is at their house to decline the vehicle. If customers in any significant number felt slighted and did this Rivian would have had a bad situation on their hands and I think someone realized this.
Sorry back to torches and pitchforks...

 

[crashmtb]

No one should be rude or harsh to CS reps. Having said that I don’t think it’s unreasonable to expect them to be helpful and Rivian needs to equip them to do that better.

If you ask the orange apron guy at Home Depot where to find plungers, how happy are you going to be when he says “we’re super excited to get you into your new plunger! I have no information that tells me that plungers are not in this store. Stay adventurous!!” ?

 

[Kmann1994]

Either way, in the end, what's the difference? Both interactions take time. Maybe email is faster for them, it definitely is if they don't respond to me. The CS rep is paid for that time regardless of whether they are answering an email or a chat. I wasn't a dick to them. They'd have gotten paid for any extra time spent with me in chat the same as they'd get paid for the time they'd spend in chat with someone else after they finish reading my email and replying, if they did.

I read your screenshots of the chat and I would disagree with you saying you weren't a dick. You definitely were.

You even admitted yourself at the end of your chat that you're "an asshole" and "good luck dealing with the next asshole in line". Really? You actually said that to someone?

You also demeaned their capabilities and knowledge as employees when you said the forums know more than CS, because you're effectively saying "I know more than you, and you should feel bad about that".

You should seriously do some self-reflection about the way you approach CS people and look at the bigger picture. Be nicer.

 

[Inkedsphynx]

I read your screenshots of the chat and I would disagree with you saying you weren't a dick. You definitely were.

You even admitted yourself at the end of your chat that you're "an asshole" and "good luck dealing with the next asshole in line". Really? You actually said that to someone?

You also demeaned their capabilities and knowledge as employees when you said the forums know more than CS, because you're effectively saying "I know more than you, and you should feel bad about that".

You should seriously do some self-reflection about the way you approach CS people and look at the bigger picture. Be nicer.

Funny thing about communication - it's all subjective. I disagree with you. I didn't say anything personal or rude to the agent.

The asshole comment was a joke - a self-aware acknowlegement that I was complaining to someone who couldn't actually help me in any meaningful way and I was mostly just venting in the hopes that it affects some change in the upper echelons of Rivian's management. This is why I followed it with a smiley face and not a middle finger or a rage emoji or something of that nature - to indicate it was said in good nature, with tongue firmly in cheek. Yea, text-based communications are hard and maybe it was misunderstood by the CS agent, I acknowledge that.

My observations in relation to the amount of information provided by CS/Guides vs the forums may not have made them feel great, but they're accurate. Note that I didn't personally fault the CS agent for that. I know whose fault that is - Rivian's, because they don't tell CS or the guides anything from what I can tell. Note that I specifically mentioned Guides as well, thus indicating that it was not a personal attack against CS or that specific CS agent.

I have no internal issues with my communication. If the CS agent was offended by what I said, then I'd have apologized, since we are all ultimately responsible for the feelings we cause with our communications.

I don't care if you think I was out of line. I find you telling me what I need to do or not do far more offensive than anything I said to that CS agent.

 

[Billyk24]

I'm sorry but that would just be too logical.

True. But Rivian wants to create a 2nd faciljty when theycant even get customers tjeir vehicles. Something is wrong.

 

[Inkedsphynx]

True. But Rivian wants to create a 2nd faciljty when theycant even get customers tjeir vehicles. Something is wrong.

I would expect an organization of 3000+ employees to be capable of multitasking. The teams responsible for building a new plant are not the same people responsible for producing vehicles, at least until you get to the very high executive levels, and those people aren't doing anything but making decisions anyway.

 

[bsaik]

FWIW - I just had my call this morning with my guide. I'm a May-June delivery window Rivian Blue / OC R1T. She confirmed that the timing is on track for May-June. I asked if she has helped delver any vehicles with OC interior to customers so far and she replied "not yet." We're sticking with OC for now.

 

[Deleted member 2175]

For the person who asked about switching from OC to BM, I had the same question as I had OC with my LA Silver, went to the Bellevue center they had a LG with BM interior ,it is more dark green then black it will go with my LA silver so I switched.

 

[r1t_kev]

As someone who's served in a customer facing role for 20+ years, if I was on the other end of that communication, you would have been placated, promptly ignored, and then mocked ruthlessly.

 

[Inkedsphynx]

As someone who's served in a customer facing role for 20+ years, if I was on the other end of that communication, you would have been placated, promptly ignored, and then mocked ruthlessly.

Cool, and any good manager would have fired you for that unprofessional conduct.

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