Delivery Issue - Can't be happening!

[chickp]

I'm in the same boat. Delivery was supposed to be yesterday at 10AM. I got a text saying they were on the way, then another txt closer to 10am saying they are stuck in traffic. No problem. Then at 10 I get a call from a manager saying that during the last mile setup/cleanup the TPMS sensor started showing an error and they would have to bring it back and diagnose.

I got a call from my guide around 5pm yesterday saying there is no ETA on the fix and apologized for everything.

Can't say I'm not horribly disappointed but I'm trying to be understanding.... It still is very annoying that the truck has been paid for now and insured for over a week and I have nothing... I still haven't even seen an R1T in person.

So well, now im just sad.

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[Jehorton]

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

For real. What is going on with people getting so mad over rivian finding the issue before it gets to the consumer? And set up with a loaner vehicle

 

[Pauma Valley]

Hey Rivian Community,



Thanks for all the feedback. It honestly helped. “Chill Pill” has officially been taken. Sleeping another night and getting feedback from you call has calmed me down (some). Still bummed since everything else had been falling into place, and I was all set to take my Launch Green R1T on some local excursions this weekend.



Will keep you posted on outcome.

BG

 

[Pauma Valley]

I'm in the same boat. Delivery was supposed to be yesterday at 10AM. I got a text saying they were on the way, then another txt closer to 10am saying they are stuck in traffic. No problem. Then at 10 I get a call from a manager saying that during the last mile setup/cleanup the TPMS sensor started showing an error and they would have to bring it back and diagnose.

I got a call from my guide around 5pm yesterday saying there is no ETA on the fix and apologized for everything.

Can't say I'm not horribly disappointed but I'm trying to be understanding.... It still is very annoying that the truck has been paid for now and insured for over a week and I have nothing... I still haven't even seen an R1T in person.

So well, now im just sad.

Wow, we are in a similar boat, but yours was nearly at your place. Sorry to hear.

 

[LoneStar]

Good to hear about the attitude-adjustment. The "raw frustration" is perfectly understandable. It's how you deal with it that counts in the end. I do think you should drop strong hints at some kind of offset for this event. Perhaps an item you didn't already pick like one of those gear packs, cross-bars, etc. Asking for a free camp-kitchen may be a bridge too far ... and supposedly it doesn't really exist beyond prototypes right now.

 

[crashmtb]

You’ll get there.

 

[Tim-in-CA]

Sorry to hear. This is exactly why I raised concern about paying in full before you had the opportunity to review the vehicle. Hope this gets straightened out!

 

[nc10]

Just because you pay a lot doesn't make you immune to manufacturing growing pains. This is the ultimate in entitled thinking coupled with delusion of what's possible in light of available evidence.

I agree in the sense that Rivian's response was "pretty good" in this case.

Just saying I don't think Rivian deserves a pass (given what they told us the company was worth). Rivian set our expectations. Not delusional to expect more from Rivian, they should have had a system in place to handle repairs/replacements quickly and be able to communicate specifically how it would work with the initial communication. We should continue to expect more from Rivian.

 

[Bee]

I agree in the sense that Rivian's response was "pretty good" in this case.

Just saying I don't think Rivian deserves a pass (given what they told us the company was worth). Rivian set our expectations. Not delusional to expect more from Rivian, they should have had a system in place to handle repairs/replacements quickly and be able to communicate specifically how it would work with the initial communication. We should continue to expect more from Rivian.

Compared to what, though? They're already head and shoulders above the dealership experience, right? If your ICE F150 gets damaged in shipping after waiting 5 months for it to get made is the dealership doing a single thing for you or are they annoyed that you're bothering them and contemplating if it's worth selling the car for $10,000 more to someone else before any of this happened anyways?

Did they even catch the shipping damage or did you have to wait to delivery day and point it out?

You don't own the car yet, no relationship has been consummated. Nothing should be expected, demanded or felt entitled to other than everyone doing the best they can which it seems like is the case. Or did anyone really want to be in that ICE F150 scenario in any capacity right now?

 

[Inkedsphynx]

Didn't read the whole thread, but it made me think of what the LR dealer has done to me over the last 3 years. They completely stopped offering LR or Jag loaners several years ago and force you to get a rental car from Enterprise, and they will only give you up to 35$/day in credit, which rents you a sedan or a minivan. Every time I've had to pay out of my own pocket to up-charge myself to 70+$/day so I can get a LR equivalent of the one I've had in the shop.

I've not had to do it with my Defender yet, but my Velar spent over 2 months in the shop of the 3 years I leased it.

If established luxury manufacturers are treating their customers like this, I'm not sure we should be expecting anything better from Rivian at this stage of their development. It would sure be nice, but as others I'm sure have said - they've probably sold every R1 that's come off the line this year, so they likely don't have loaners available.

Just be glad they didn't tell you to go to Enterprise

 

[Surfnturf]

I think OP reacted just fine. Its easy for someone else to say go easy on Rivian when its not happening to them. You paid for your truck that should have been inspected prior to handing over your money. I would be pissed too. I think its the wrong mentality to pay 70-80k for a truck and expect problems. In my opinion this situation is another example of poor customer service from them. They should be doing everything possible to get you a car or finding out what will make you happy if there aren't any available. I will say its probably better whatever happened to the truck happened there and not when they delivered it.

This company has had years to perfect their product and we have waited. To expect failure at this point is not holding them accountable. They want to set a standard in this business and they fell short. They should not get a free pass. Its not going to help them when the problem happens again for the next person.

 

[Pauma Valley]

I think OP reacted just fine. Its easy for someone else to say go easy on Rivian when its not happening to them. You paid for your truck that should have been inspected prior to handing over your money. I would be pissed too. I think its the wrong mentality to pay 70-80k for a truck and expect problems. In my opinion this situation is another example of poor customer service from them. They should be doing everything possible to get you a car or finding out what will make you happy if there aren't any available. I will say its probably better whatever happened to the truck happened there and not when they delivered it.

This company has had years to perfect their product and we have waited. To expect failure at this point is not holding them accountable. They want to set a standard in this business and they fell short. They should not get a free pass. Its not going to help them when the problem happens again for the next person.

Thanks man. Last time I got a surprise email from Rivian the price went up $12,000 (-:

 

[Surfnturf]

Thanks man. Last time I got a surprise email from Rivian the price went up $12,000 (-:

I know what you mean. mine went up 16k. Not the kind of surprises we like.

 

[mini2nut]

I can guarantee they will have the car repaired and delivered by the end of the month. They want every sale they can get before Q1 ends!

 

[Ron S]

I got a call Wednesday night from my guide with the same issue. My truck was not going to be available for my appointment Thursday morning.
?
However I called and talk to the guide, and asked him yesterday (Thursday) around noon if he had any additional information about a delivery date. Nothing quite yet. He would check around 5 o’clock Normal time.

I called again around 5 o’clock. My guide was great; he called the South San Francisco service center and spoke to the delivery team and kept me on the phone as I wanted to stay on.

My guide never disclosed what the problem was with the truck, but he indicated Wednesday that they wanted it to be perfect before delivery. I wanted it perfect before delivery also.

Shari and I are just preparing to leave the house now for a 9 o’clock delivery! I hope for each of you that these problems are just small glitches as Rivian works through the challenges of mass producing and delivering an incredible new vehicle.

But it is hard to not feel frustrated when it’s been 3 1/3 years since I put my deposit down November 26, 2018! Having said that, I woke up about five times last night wondering what time it was and when the hell is the sun is gonna come up!

So now we’re headed to the car and on our way to South San Francisco Service Center! R1T here I come!

Someone says Patience is a virtue. I don’t know if I’m very virtuous! But doing the best I can!

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