AMA with Tony Caravano, Head of Rivian Customer Engagement

[AdamsFan1983]

Hi everyone, I’m excited to answer some of your questions today. I’ve been a lurker on Reddit for a long time and appreciate that we have such an engaged Rivian community. Not only am I happy to answer some of your questions today (inclusive of the email that went out earlier); I also commit to being more prominently visible here. Our team stays close and learns a great deal from you all every day.

To further our engagement, we will also introduce a member of our team to support the moderators and to answer your questions on a consistent basis. Alongside the moderators (who have done an amazing job supporting this community), we will develop a repeatable process as we roll out this new layer of support.

The best channels to reach Rivian for support remain your Guide, the Customer Engagement Center and Vehicle Service (available 24/7). Because it is difficult to validate your account through Reddit, I will have limited access to your personal account details for support.

Let's jump in!

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[AdamsFan1983]

Any update on the camp kitchen?


Tcaravano
8 points·40 minutes ago

Today, we notified customers that we're temporarily pausing production of the Camp Kitchen as we work on an updated design.
I want to quote the explanation directly from the customer email - "Our goal has always been to create the ultimate outdoor cooking experience. As our team has continued testing the Camp Kitchen in various environments, we’ve found opportunities to refine the design and make our version of cooking in the wild even better. The redesign also includes updating the Gear Tunnel Shuttle, which is included in the Camp Kitchen package."
We are looking at ways to bring customers into testing the kitchen as well. We’ll share updates along the way. We know our community loves the Camp Kitchen – and so do we – and we are fully committed to building it.

 

[AdamsFan1983]

What is the goal for the RAN - still 600 locations by the end of 2023? If not the target when will the RAN be built out nationwide?
see more


Tcaravano
6 points·31 minutes ago

Our goal is still 3,500 chargers at 600+ sites across the US and Canada. We've extended our timeline past 2023 to get charger production ramped up. Right now, we have over 50 active construction projects of RAN charging destinations - and even more in permitting and final diligence stage. Our timelines are phased - some coming online as soon as the next few weeks, like Sacramento and Truckee, CA -- which together fully enable travel between the San Francisco Bay Area and Tahoe and beyond on Rivian Adventure Network! Other routes coming soon connect Southeast Michigan to the Upper Peninsula and the Blue Ridge Parkway spanning North Carolina and Virginia.
Building a Rivian Adventure Network site takes many months, but along the way we listen to customers to know where to build and we are always open to suggestions. We're designing our charging network to ensure charging sites are within range of each other, close enough to support long distance travel, even when towing. In identifying areas of interest along the way, we visit the locations in-person and meet with potential site hosts to get a connection with the surroundings and experience. From there, we work through the process of diligence surveys and design drawings, utility and grid planning, zoning, and permitting, which all lead to construction and site opening. This process requires strong collaboration within Rivian and our external partners, too.

 

[AdamsFan1983]

Rivian has been getting flak in online forums about consciously vague communication specially around timelines(for example: delivery estimate).
What is your perspective/your side of the story about those ?


Tcaravano
Rivian Official5 points·23 minutes ago

I hear you on some of our communications being vague in the past. Since spring, we have increased the velocity of email communications, social posts, and other engagements and hope you have noticed. In the pursuit of the perfect message, we have not always landed as clearly as we hoped. That said, we are committed to bringing you along for more of the ride. This means that some of our comms will demonstrate works in progress, requiring more patience from our community as we provide more transparency.
Specifically about delivery timing estimates - this requires us to lock in a build plan months in advance. Supply chain variables and production constraints - especially at our earlier stages – have made it difficult to always be precise months ahead. Our communications could have been better earlier on regarding this – like with Ocean Coast. We are trying to give you more visibility into timing now. Publishing your delivery timing in your Account Page is a first step. It’s important to note we try not to delay delivery windows until we’ve explored every path to delivering vehicles in that batch, so sometimes updates can come at the end of your window.
In our last email about delivery timing, we wrote about the impact changing your preorder can have on your delivery timing. In addition, whenever we bring new options online, there are ripples through our customer base as they decide whether or not to reconfigure. Large swings in customer configurations can shift our batching sequence and move individual windows both forward and backward.

 

[AdamsFan1983]

Why did Rivian remove the 12v plug in the frunk? And why didn’t Rivian communicate that they were removing a useful feature?


Tcaravano
Rivian Official2 points·15 minutes ago

One of the exciting things about Rivian is that we can evolve our vehicle programs in real time. Where vehicle sales have been more commonly associated with "model years", we iterate on vehicle hardware and software and push the changes ASAP.
Sometimes, we don't nail the communication around these changes. In the case of the 12V outlet, we made the change to simplify the design based on low usage rates. We realize these decisions have different impacts on different owners. We're working on building processes to more proactively share updates on our vehicles before customers take delivery by adding info to our Support Center and making sure Guides and other Field Teams are equipped to talk customers through the changes ahead of time.

 

[AdamsFan1983]

Hi Tony! Thanks for doing this. I think the service process and communication needs some work. The single point of contact being a main corporate number is very frustrating for owners and Rivian employees alike. I have had several situations where I can't get a hold of the service center and neither can Rivian main support. I have actually been told by Rivian main support that they don't even have a phone number for the service centers, all communication is done through a software system. This causes lots of frustrations for everyone involved. I've been told every time I interact with the service center that the service center will call me directly for updates and this does not happen. Because of how the system is set up, I am forced to call the main support number, wait on hold or for a call back number, explain to them that I am trying to contact the service center that my vehicle is at for an update, only to get told that they relay the message to the service center and I should be getting a call back from them. A system that does not allow the owner of the vehicle to talk to anyone at the location where their vehicle is located is prone to miscommunication and frustrations. Please do something about this.


Tcaravano
1 point·just now

Hi - I'm honestly excited to be here today and this feedback is super helpful. We hope the options for connecting with us are clear when you dial Rivian 1-888-748-4261 - we have created direct options for Roadside, Vehicle Service, Charging Support, Rivian Insurance and general support. For a direct line to 24/7 Vehicle Service, customers can dial 1-855-748-4265.
We operate a centralized Vehicle Service call center that works closely with our network of Service Centers. If the team is unable to transfer you to the Service Center in real-time, it's likely the team members at that location are working on other tasks or assisting another owner and will reach back out to you as quickly as possible. The number of team members we have to properly support ownership continues to grow.
As a reminder, you can also check the status of your service tickets through your Rivian app.

 

[paariv]

The pace of answers is not super-high! Hoping he gets to the various delivery-related questions before tapping out.

 

[astonius]

Why did Rivian remove the 12v plug in the frunk? And why didn’t Rivian communicate that they were removing a useful feature?


Tcaravano
Rivian Official2 points·15 minutes ago

One of the exciting things about Rivian is that we can evolve our vehicle programs in real time. Where vehicle sales have been more commonly associated with "model years", we iterate on vehicle hardware and software and push the changes ASAP.
Sometimes, we don't nail the communication around these changes. In the case of the 12V outlet, we made the change to simplify the design based on low usage rates. We realize these decisions have different impacts on different owners. We're working on building processes to more proactively share updates on our vehicles before customers take delivery by adding info to our Support Center and making sure Guides and other Field Teams are equipped to talk customers through the changes ahead of time.

This answer is so PR-speak. It's "exciting" that you remove features outside of the model year cycle? Not for us customers! I also don't see how they can possibly have any meaningful usage data at this point.

 

[AdamsFan1983]

What would you say is the biggest "pro" of the Guide system? What is the biggest "con" of the Guide system?


Tcaravano
Rivian Official1 point·just now

Pro's -- A human way to support customers who are new to buying an electric vehicle direct to consumer (not through a dealer); help with the buying process; seeks to answer your questions; creates a "choose your own adventure" approach to engaging Rivian (digital/human); friendly, nice, enjoyable people who love to help

.

Con's -- Early on we oversimplified the support infrastructure during your ownership experience. Guides are part of a broader team that helps you through the purchasing and ownership experience. For example, we set the expectation that a Guide should handle vehicle service needs when the best route is actual contacting our Vehicle Service Team -- we will communicate that better; interactions can become "transactional" since Guides are many times are helping many customers through the buying process; information doesn't always travel from Guide to Field teams and back -- we are improving our systems to help that.
I may be biased but, Guides are amazing! They are incredibly helpful to the overall customer journey to both customers and our internal operations. They support new, manual processes that emerge, giving us time to automate steps in the process - while still giving customers the support they need. We owe Guides even more access to information and influence over the customer journey.
It's important for you to know that your relationship with Rivian stretches far beyond your Guide. You have access to a full Rivian support team - Customer Engagement Center, Vehicle Service Support Team, and Field Specialist Team (supporting demo drives and your delivery experience). Ultimately, we are continuing to build out our data infrastructure and tools that enable our teams to support you more seamlessly and to automate certain areas that will allow you to self-serve.
Quick shoutout to the Guide team - thanks for all you do!

 

[AdamsFan1983]

Are there any plans to improve the registration process?
As it stands I’ve waited almost 3 months for license plates. My guide said they needed info from my bank to move forward a month after I had taken delivery, but I only found out about that because I asked her to follow up with the registration team. It just seems like there isn’t very good transparency on the process and the guides and the team handling registration don’t work well together.


Tcaravano
1 point·1 minute ago

We recognize the registration process hasn't been fun for many of our customers. Our Title & Registration teams continue to streamline and grow, and registration processing speeds are improving on our end. Unfortunately, depending on the state you're in, there may also be delays through processing agencies that we can't directly control.
We have mechanisms in place for our Guides to monitor the status of your registration, and we do our best to keep you in the loop. Also, we're expanding the team with new roles to support the transaction process so that we can provide additional muscle behind our ability to keep you up to date.
We're also exploring other ways to expedite title and registration. For example, in states where it's quicker, we compile self-registration packets on behalf of our customers and overnight them once payments have cleared so that owners can register themselves. If you are in one of these states we will make sure you have what you need to self-register your Rivian.
For you specifically, please call or email your Guide and let them know that you and I need an update!

 

[AdamsFan1983]

What the heck is going on with the powered tonneau cover?
When will we see the new iteration?
What have you changed in the new iteration to ensure there aren’t widespread problems again?
And how are you going to fix all the defective covers that you delivered?


Tcaravano
1 point·just now

(While I hope your R1S doesn't ship with a tonneau cover

...)

We know the current powered tonneau cover is not up to our standard and we're not going to waver on reliability or durability for this redesign. The main issue is an internal mechanism that can cause the slats to misalign. The tonneau is a priority for us and we will have more to share soon.

 

[AdamsFan1983]

Are there any updates on dual motor deliveries? At this point are we still looking at 1H2024?


Tcaravano
1 point·2 minutes ago

I want to acknowledge the work of our factory team. They're working incredibly hard to install the production line in Normal and making great progress. The current estimate shows us pulling production ahead, to start in 2023. The performance we're achieving with two motors is going to be something a lot of customers find compelling - all wheel drive, off-roading, great acceleration and range. We can't wait to share more from our validation vehicles.

 

[zipzag]

This answer is so PR-speak. It's "exciting" that you remove features outside of the model year cycle? Not for us customers! I also don't see how they can possibly have any meaningful usage data at this point.

I agree. A disturbing and creepy answer.

Specifically to the 12v frunk plug, Rivian removed it during the first summer in which the first owners were using the vehicle. People are still learn what seat adjustment they like. Power points are about kitting out the vehicle to one's liking. That takes time.

 

[AdamsFan1983]

First, thank you for doing this /u/tcaravano !!!
Can you please give longtime R1S LE preorder holders with FE or OC interiors insight on delivery timing, including:

1. Are you currently making any R1Ses for non-employee customer delivery with FE or OC? If yes, have any been delivered? If no, when will you start? Will FE or OC R1Ses be pushed to 2023, as has been rumored? Would appreciate separate answers for each color if they differ.
2. How much will order date matter? Are there any steps the company is taking to ensure earlier orders will be delivered before later orders with the same config and location?
3. The R1T OC delay wasn’t announced until well after it was obvious there was a problem because of missed windows, etc. Will you keep us updated more promptly on issues with our out-of-production configs this time around?

ETA: Thank you again. I’ve held off asking CS these questions because of this AMA and am hoping we’ll get some straightforward insight on what are important questions now that many of us are coming up on 4 years of waiting. I personally would prefer “I can’t answer that” to the vaguer but more positive responses that CS often provides.


Tcaravano
1 point·just now

Thanks for welcoming me here - I'm typing as quickly as I can!

1. Yes, I actually attended an R1S delivery in person this week. We’re producing and delivering R1S in Black Mountain with the dark ash wood trim right now. Forest Edge for R1S will begin next month, and Ocean Coast in January of '23. Early next year, we'll begin to produce vegan leather accent options for both Black Mountain and Ocean Coast (you can see all of these options in Vehicle Studio today)!
2. I can confirm that delivery date matters and we try to give priority to our earliest customers first (this won't be an exact science in every instance). Delivery window estimates are dynamic and based on factors like your delivery address, preorder date, and saved configuration. While things like your preorder date never change, updating your configuration/delivery address may shift your estimates forward or back. We recommend saving the configuration you'd love to take delivery of - having that info helps us plan our production sequencing and batching.
3. I mentioned this in response to another question, but even other people reconfiguring can shift timelines. So, while you may not have changed your configuration, others (especially preorders placed before yours) changing theirs may impact your estimate. That said we waited too long for delivery estimates on R1S Ocean Coast and Forest Edge and will be more timely in the future.

I try to encourage our team to answer every question asked. We will push harder to get concrete answers to all of your questions, just know that some of them will require a "more soon".

 

[AdamsFan1983]

Nov 2019 pre order holder. I skipped out on converting my order to an LE because I was hopeful that a Max Pack R1S would be in my future. No luck and I unfortunately pushed my delivery date out considerably further based on this miscalculation...
With that said it's quite frustrating (but understandable) to see pre order holders with much later dates get their Launch Edition orders filled.
Main question: when will we see Adventure level trim R1Ss come down the line?


Tcaravano
1 point·2 minutes ago

Some of our earliest preorder holders have an Adventure package configured. We are excited that Adventure package R1S will begin production in early 2023.

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