Rivian Guides are no more. Customer service communications now handled by Service Centers

[sip]

After being re-paired with a very helpful guide a few weeks ago, I learned today that as part of recent reorg's at Rivian the guide teams are no longer. My messages were replied to by my local service/delivery center who confirmed this to me. They said that they now handle all pre-delivery tasks + communication.

It sounded like it's not nationwide, and there are still some guides based in IL, but I believe if you had a guide in SoCal they are no longer part of the team.

Although not quite as responsive, luckily the manager at the local service center who called me was very professional and helpful. ? My delivery date has been rescheduled 3 times, so fingers crossed I actually get my R1S soon...

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[atebit]

my guide & ways to contact still show up in my app.

 

[NitroNick]

my guide & ways to contact still show up in my app.

Same, but you won't get a response. After a week, I had to reach out to general support for answers on my lease paperwork and they relayed that my guide is no longer with Rivian.

 

[sip]

my guide & ways to contact still show up in my app.

My guide name/email, txt and cell all still show in the portal too. But the emails ended up getting auto-forwarded to the service center and/or the guide(s) in IL.

 

[JWreck]

Hope they staffed up the SCs or everything is about to get so much worse.

 

[Eric9610]

My dad Just ordered a QM R1S and the guide info is generic sales. He is dealing directly with a delivery manager at the SC. Expected delivery May 18th.

 

[cdcsf]

I ordered on Tue and have been communicating with someone from the South SF SC. They also confirmed no guide and all communications are with them.

They have been very responsive to my messages so far.

 

[Elazor]

This is a really good change.
Seems like the guides are/were useless, good targets for reducing headcount and likely increasing customer satisfaction.

 

[Riviot]

Same, but you won't get a response. After a week, I had to reach out to general support for answers on my lease paperwork and they relayed that my guide is no longer with Rivian.

Soooo who do we email or call? I've had to send questions multiple times to my former guide and "guides on call" who sporadically answered. At no point was this change passed.

Answered my own question, it was in the email I deleted earlier: [email protected]

 

[NitroNick]

Soooo who do we email or call? I've had to send questions multiple times to my former guide and "guides on call" who sporadically answered. At no point was this change passed.

I would contact general support either by phone or chat. After I did that, I got an email response for my issue within a few hours.

General support can't do everything, but seems they can get the ball rolling with the right party when needed.

 

[Sir Fluffy]

This is a really good change.
Seems like the guides are/were useless, good targets for reducing headcount and likely increasing customer satisfaction.

my guide experience was ABSOLUTELY HORRENDOUS - and then when i tried for general support, they kept routing me back to my guide. Fortunately, i love my R1S but there were moments i thought about cancelling my purchase because it had gotten so bad.

this is definitely for the best

 

[Mark_AZR1T]

I ordered on Tue and have been communicating with someone from the South SF SC. They also confirmed no guide and all communications are with them.

They have been very responsive to my messages so far.

Quick question. Do you have an actual direct contact phone number to reach your contact person at the SC? Generally speaking, it is impossible to call the SC direct for anything. Thanks.

 

[sip]

Quick question. Do you have an actual direct contact phone number to reach your contact person at the SC? Generally speaking, it is impossible to call the SC direct for anything. Thanks.

Nope. Not is SF. The delivery manager told me today that their phones are still not setup to accept inbound calls after all this change. You have to txt them and ask them to call you.

 

[strykerwsu]

My guide was great. He was Illinois but 2 texts this week have gone unanswered. Hopefully just on vacation but doubtful.

 

[sip]

my guide experience was ABSOLUTELY HORRENDOUS - and then when i tried for general support, they kept routing me back to my guide. Fortunately, i love my R1S but there were moments i thought about cancelling my purchase because it had gotten so bad.

this is definitely for the best

Same. My first guide was completely unhelpful/unresponsive. I called the general line and they re-assigned me to a new guide (after asking nicely a few times, they said it's not common practice) and the new guide was great...night and day difference from the first. It was a bummer when I learned today he was no longer there.

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