I'd imagine if you have a 7 day return policy, you don't do anything that can't be undone in those 7 days. They may not want to, but I'd think they can. They could also just let you keep that money and then you can do what you want.
Feel your pain, back in 2012, took possession of a SS Camaro on a Friday, Sunday was driving back to the dealer to pickup my old car and threw a rod. Chevy replaced the motor and gave me 2 mos credit on my loan (was outta commish for 3 weeks) This stuff happens and of course its really such a small community of owners of one particular vehicle we are going to hear about every single issue. If we heard about every single issue on all the cars we bought and loved over the years we'd feel the same. Notwithstanding of the poor communication, its clear they are still learning how to be a vehicle company and Im certain they will make it right for you.....eventually.
I'd be pretty surprised if this was happening to non-employee customers and didn't wind up on a forum. We're in the "vocal enthusiasts" stage of delivery where every problem will be overrepresented and people are likely to be very vocal. So we're probably talking about something like a one-in-1-or-2-thousand failure rate. Which at 0.05-0.1% in the first couple thousand miles of ownership is way too high, but if they're making it right and learning, it is probably not a catastrophe for Rivian.
Do you think perhaps you're being a little too patient and nice in your interactions with Rivian?
I thought I was rude and bullish on Friday and got the same result and figured I would be give then a chance and be nice today. I just don't know how to find someone to escalate this to.
Contact customer service and ask how you can get a new guide. Your current guide obviously isn't very useful.
There's a fine line between being rude vs being firm and politely communicating that you're currently stranded without a vehicle that has suffered what appears to be a pretty catastrophic failure and to remind them that you have taken a significant chance on a new manufacturer without a proven track record and they are currently failing to live up to even the most basic of customer service expectations.
You always have options as a consumer. First step is filing a report with the Better Business Bureau. RIVIAN as a new company is going to be very sensitive to the BBB rating and BBB will intervene on your behalf to try and negotiate with RIVIAN on an outcome.
This sucks, but having their clutch front and back would have potentially allowed someone to drive home with a failed unit. If the back fails yoy could conceivably stick it in conserve and get home. No go for the front though...
I’m picking up my truck tomorrow in San Francisco and these types of posts really concern me. It’s bad enough that the R1T broke down, but equally disappointing that you are without a loaner. Hopefully they have this issue resolved with the 12V battery. I’m going to ask about this. I think it’s fair to say that we are all flexible and understanding about minor issues, but paying $80+K for a non-working truck with no loaner is not cool. I hope they get this issue fixed quickly.My truck, I got on Saturday, just died at a light on my way home from work. Had to hard reset the truck 4 times to move it 20 yards off the side of the road. Came to a stop at red light and when I hit the accelerator, it lurched forward and i heard a noise. It showed all the usual warning lights. After a reset, I could put it in drive. it would start to move calmly and then the truck would start shaking violently and cut off. Was told to leave it on the side of road and the tow truck would get it. I think it was going to be some time for the tow truck to get it. That was heartbreaking. They stayed on the phone with me for about 20 mins and offered an Uber and I go get my enterprise rent a car tomorrow.... In the future, I would always carry a nfc card with you so they can easily work on your truck. I had to run back to work and get mine and leave it with the truck. I guess now it's a waiting game....
Update this morning....it only took 9 hours for a tow truck company to pick up the truck. I was still taking calls from the tow truck driver and rivian roadside assistance past 1230am.fixes.? Missed work staying up so late with calls from the tow truck and roadside assistance. But my truck finally made it to the SC at 430am.
Spoke to my guide when he got into work. There are no loaners available and basically waiting to see what the SC says about the truck. Asked about the return policy and it he said it would take weeks to be refunded the purchase price. And probably only a new truck if the repairs are extensive.
My guide also said he did a zoom call with the SC manager and lead technician and they would get on my truck when it arrived.....i told him the thing is...my app and text received show the truck to be at the SC since 423am. He said they must have not done inventory....and would send them a message. This has not been a good experience thus far. Not sure what a reasonable expectation for making this right would be.
Last update today (5/27)...they found the truck and blamed the tow truck driver for putting the truck some where else. They won't get to my truck on Tuesday to be able to diagnose the issue. They had other jobs infront of me taking up space. Again, just poor communication from my guide saying I would have that answer today amd they would diagnose that today. I understand stuff happens they may not be able to get to it. Just tell me that up front because he spoke to the service center right before calling me. Continued frustration with this service process on a 5 day old truck.
5/31. Waited patiently to hear anything from the SC until 4pm est. Sent my guide a nice text asking for an update and locating a loaner. He responded promptly saying he would reach out again to SC and see again about a loaner. I recieve no further communication. It's now after my guide's hours(6pm est), and I have no update.... I can check the location of my truck and see its been moved into the garage but that's it....my update is no update unfortunately ..... not sure really what to say or do anymore.
Like someone else pointed out, make sure you drive your truck every day for the next 7 days, just in case this happens to you.
