Delivery Issue - Can't be happening!

[Pauma Valley]

Looking for some support from the Rivian Community.



Paid in full for my R1T Launch Edition on Monday March 21 with an expected delivery of 1pm on Thursday March 24th. As many of you can imagine the level of excited and anticipation was off the charts.



Thursday arrives and I power up from my phone after my plane touches down from a work trip only to see a message from Rivian saying “Your Rivian delivery is canceled.” A follow up message from my Guide says

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Hey _____,
Some tough news this morning. I tried to give you a call but was sent to voicemail. I know you are so excited to get the vehicle and we want to get it to you as quick as we can. With that said we thought the vehicle was 100% ready to roll and it turns out there is an issue with the 12v system. This should be a quick repair and will have a better idea by this Friday. I am happy to speak over the phone if you like, just give me a ring.


Your personal Sherpa,

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After talking to my Guide I learn he knew about the cancelation the day before but was too busy to contact me so I get the bad news the morning of. My Guide has no explanation of the problem and no plan for getting me my truck. I remind my Guide that I paid in full with the expectation of delivery March 24th at 1pm so my R1T is now essentially in for service so I would like a loaner. Guide tells me he is escalating the situation. No word from Guide for hours until I call Main Customer Service. Ask again for a loaner. Guide says he is working on it. Guide calls later in the day and tells me a loaner is available. It’s a F150 I need to pickup 30 minutes from my house. I inform Guide I meant a R1T loaner not an ICE vehicle. Remind Guide I have paid in full for my truck with expectations (set by Rivian) of March 24th at 1pm. I tell Guide I am essentially giving Rivian a loan at 0% interest. I explain to Guide I had a weekend planned with the R1T (like many new owners would). Guide tells me they will not be giving me a R1T loaner and they do not have an explanation of what is wrong with my truck. I ask Guide if I can speak to his manager. Guide says yes, and they will call me together in 20 minutes. No word from Guide or Rivian.



Frustrated,

BG

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[ads75]

So Rivian found a problem, and you still expect the vehicle?

 

[Tanquen]

They messed up and it's understandable you're disappointed but why F with them? Pick your battles, think of something reasonable you could ask for and leave it at that.

 

[Pauma Valley]

I actually thought a loaner would be reasonable. Then they could take their time. I assume we'll get Rivian's as loaners when our vehicles are in for service?

 

[moosetags]

Wow, that's kind of a horror story. Rivian should be bending over backwards to make you happy. I'm anxious to hear how this turns out.

Brian

 

[COdogman]

I 100% get being frustrated about the delay with your truck. And yes, the plan is for them to eventually have R1 loaners in these situations, but they are just getting this off the ground and there obviously are not enough vehicles to do what you are asking.

My advice: remember that even though you had to be waiting for your truck for a long time, you are a very early adopter with a brand new manufacturer. Be glad they caught the issue with your truck before they delivered it to you, and accept whatever loaner they have for now. Although I would do my best to get them to deliver that loaner to my house, for sure…

 

[Pauma Valley]

Wow, that's kind of a horror story. Rivian should be bending over backwards to make you happy. I'm anxious to hear how this turns out.

Brian

Thx. I'll fill in the group when it gets resolved. I think they need to move final inspection to the left in the process.

 

[Mysta]

Sorry, Given current climate id be 100% fine with a loaner that isn’t a Rivian. Sucks that it happens but you’re closer than most.

 

[Davethadog]

You bought a beta. This is how it goes.

 

[Pauma Valley]

True, thx for the support

 

[Voronbrg]

Sorry, but it's probably better they fix it or it might leave you stranded.

 

[Ladiver]

I am impressed they stopped delivery in order to fix it. They could have flatbed it to your driveway and had you call service! Yes, I agree it would have been nice for a Rivian loaner but they just don't have any yet. At least they found you a truck that you could still have a fun weekend with (assuming you actually have weekend plans).

Like others have said. This truly sucks, but they are doing right and getting it fixed. Pick your battles, there will be many more on this Rivian road.

 

[Pauma Valley]

Good advice. Thank you

 

[Ladiver]

Good advice. Thank you

I think the worst part of the story is that your guide was too busy to call you as soon as they found out!

 

[Joel]

I wish they would just do proof of funds instead of actual transfer.

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