Nightmare delivery customer service

[shmoony]

Tell me about it. I was too short with her at the time, but I didn’t see it being this hard to get answers after the fact.

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[Zoidz]

That’s a possibility I didn’t really consider, but the one time I did have someone from the SC on the phone when she called me to cancel, indicated that the vehicle was there, but there’s certainly a chance she was mistaken.

There were similar issues reported during the early days of R1 deliveries. I recall one post here where the buyer was told the vehicle shipped and delivery was scheduled, only to find out that the vehicle had indeed shipped and arrived - at an SC thousands of miles away. You would think that by now things like that would not happen, but it makes you wonder. In any event, it's unacceptable to get zero response. RIvian needs to do better.

 

[VegasWeezy]

Does seem strange experience. Also surprised you only joined yesterday even though this is your third Rivian. Joined to only complain?

People really need to stop bashing someone who joins and voices a legitimate complaint. So what if they hadn’t joined the forum previously when they bought their first 2 Rivians. They’re obviously a fan of the brand otherwise they wouldn’t have purchased a third one.

 

[BanditTA]

Not sure if it helps much but I found that the delivery folks responded faster to texts than calls and emails. I was told they’d call me back within 24-48 hours but they didn’t call me back for my R1T I ordered end of May and picked up last week. Texts they’d usually respond to.

You could also try to call and say to ask them to patch you into the service center while you’re on the line. And refuse to drop off. However at this point I would just drive to the service center tomorrow and deal with them in person.

Did they tell you your order was cancelled altogether or just they delayed the delivery appointment?

 

[shmoony]

They just cancelled the appointment. Not the order. I wish I had a number to text. That would probably be more effective. Unfortunately the local service center never answers the phone so all I can do is leave another message. One guy I had on the line with the main Rivian sales number was very confident he’d be able to get to bottom of things for me. He was very nice; named Robert, but after I was on hold for a looooong time, I just got transferred to the main Rivian service number, who told me they had no record if my vehicle since it hadn’t been officially delivered yet.

 

[Chris-Socal]

I received an email from Rivian telling me I can place my order now. After seeing the first reviews I had to ponder for a few days. I got another email urging me to be amongst the first to receive an R2. The email also clearly says if I have questions they are standing by to talk with me. But no phone number anywhere in the email.
It was before noon in CA so I immediately went to the live chat and entered info into the drop boxes. I was immediately informed that the chat team is offline. I tried a few times but I had life to tend to.
I then attempted to submit a contact form where I selected “making purchase “ as the topic, then got to the drop box for vehicle type where the R2 was not an option. I selected R1S just to see if I would ever hear from anyone. I haven’t, not a peep. Next step is to call when I won’t be interrupted and hope someone is available in a reasonable amount of time.
Rivian isn’t ready for real world customers. Yeah, they are good for dreamers who are willing to be guinea pigs, but they aren’t ready for R2 mainstream customers. Some of us just need a utility vehicle to replace the one we have, we need one that goes when we need it to, we need it to have a reasonable amount of range, we need the AC and garage door opener to work and on the rare occasion something isn’t working we don’t want our laptop on wheels will be bricked because the manufacturer wasn’t ready.
Not to beat a dead horse, but Teslas have been stopping at Stop signs and red lights for 4 years… or more. If you are going to tout UHF you should at least be somewhat close to 4-year old technology.I rented a Hyundai a few years ago that had adaptive cruise with lane control that did pretty much what Rivian UHF is doing.

 

[BanditTA]

I received an email from Rivian telling me I can place my order now. After seeing the first reviews I had to ponder for a few days. I got another email urging me to be amongst the first to receive an R2. The email also clearly says if I have questions they are standing by to talk with me. But no phone number anywhere in the email.
It was before noon in CA so I immediately went to the live chat and entered info into the drop boxes. I was immediately informed that the chat team is offline. I tried a few times but I had life to tend to.
I then attempted to submit a contact form where I selected “making purchase “ as the topic, then got to the drop box for vehicle type where the R2 was not an option. I selected R1S just to see if I would ever hear from anyone. I haven’t, not a peep. Next step is to call when I won’t be interrupted and hope someone is available in a reasonable amount of time.
Rivian isn’t ready for real world customers. Yeah, they are good for dreamers who are willing to be guinea pigs, but they aren’t ready for R2 mainstream customers. Some of us just need a utility vehicle to replace the one we have, we need one that goes when we need it to, we need it to have a reasonable amount of range, we need the AC and garage door opener to work and on the rare occasion something isn’t working we don’t want our laptop on wheels will be bricked because the manufacturer wasn’t ready.
Not to beat a dead horse, but Teslas have been stopping at Stop signs and red lights for 4 years… or more. If you are going to tout UHF you should at least be somewhat close to 4-year old technology.I rented a Hyundai a few years ago that had adaptive cruise with lane control that did pretty much what Rivian UHF is doing.

Why don’t you just call the main Rivian phone number and see if they can help you? I stuck with phone and text and got to the finish line. Email wasn’t as successful for me either. Most companies these days are horrible with email response.

That being said I’m not sure why you’d order one if you had issues with how the UHF is setup. UHF wasn’t the main reason I bought mine. If you care more about UHF go buy a Tesla.

 

[VSG]

@shmoony: It's been three weeks since your post. How about an update?

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