Rivian cancelled my order after telling me to change my insurance to the new VIN and was RUDE!!!

[Zoidz]

Update: Pam (my first specialist) called me just now and sorted everything out. The delivery was cancelled because, as she described it, the lots are like airports and they didn't have room for other new cars coming in. Still, it's been there and I will now be able to pick it up next Tuesday. Honestly, the biggest issue (aside from the rude guy) was that they didn't bother to call me before cancelling. All good now.

So, your ORDER was not cancelled, your DELIVERY APPOINTMENT was cancelled. HUUUUUUUGE difference.

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[UnsungZero_OldTimeAdMan]

Every company has bad employees. And every employee, good or bad, have bad days. One person being "rude" to you does not equate to"Rivian [the entire company] was rude to me".

Have your SO massage your ego and kiss it better. Change to the new VIN and be done. BFD. Are we not all old enough to drive legally here?

 

[COdogman]

OMG what an overreaction.

 

[CosmicRivian]

The subject line of this post is where things went sideways and it only resolved with time, more information, and a clearer sense of context and what was reality. The subject line made it seem like the order was cancelled because of something having to do with the insurance. Not the case at all. A misunderstanding between an overwhelmed delivery location and an over-reacting customer.

I have compassion for the customer in this because it sucks when the system feels like it's not working for you and you're just trying to manage a stressful moment in life (both a family emergency and a large purchase with a company that isn't great at pre-delivery communication, or any communication often). However, the misleading subject line and initial report from the customer makes it seem like Rivian intentionally deceived them in some way, which wasn't the case.

Because of this, the inaccurate subject line lives on in the boards and adds to a first-blush impression that Rivian is worse than it really is. That's not fair either.

A request to the OP? Edit the post to take out the hysterical and misleading language and leave it with the "all good" vibes of your last report. It's a resolution that would have happened absent the post here and it's more reflective of reality. Rivian did right by the situation. Your turn.

 

[DuoRivian]

So basically it was resolved in a few days?

Makes me wonder about people who post their "negative" experiences 0.0003 seconds after they're inconvenienced.

Why not wait a few days or a week to see how it plays out?

Exactly some people just want to complain for the sake of it.

 

[Donald Stanfield]

This just goes to show that flying off the handle doesn’t pay and taking a breath to see how a situation pans out instead of making an inflammatory post on the internet is the better play. As someone who deals with the public on a regular basis the customer is usually wrong when they are complaining or if not wrong heavily biased in their own favor.

Most businesses aren’t in the habit of just screwing over customers left and right. At least most businesses with competition aren’t doing that too often. I hope the OP uses this opportunity to reflect on their own behavior and attitude and deal with difficult situations a little more gracefully.

 

[UnsungZero_OldTimeAdMan]

The subject line of this post is where things went sideways and it only resolved with time, more information, and a clearer sense of context and what was reality. The subject line made it seem like the order was cancelled because of something having to do with the insurance. Not the case at all. A misunderstanding between an overwhelmed delivery location and an over-reacting customer.

I have compassion for the customer in this because it sucks when the system feels like it's not working for you and you're just trying to manage a stressful moment in life (both a family emergency and a large purchase with a company that isn't great at pre-delivery communication, or any communication often). However, the misleading subject line and initial report from the customer makes it seem like Rivian intentionally deceived them in some way, which wasn't the case.

Because of this, the inaccurate subject line lives on in the boards and adds to a first-blush impression that Rivian is worse than it really is. That's not fair either.

A request to the OP? Edit the post to take out the hysterical and misleading language and leave it with the "all good" vibes of your last report. It's a resolution that would have happened absent the post here and it's more reflective of reality. Rivian did right by the situation. Your turn.

Exactly; i.e. more emotional maturity. Not everything and everyone needs to act like a social influencer gaslighting everything and everyone for clicks.

 

[Electrified Outdoors]

Did you get the name of the rude employee? If you felt they were rude you should let someone know about that.

glad your order is still on track.

 

[Dave Cundiff]

I remember how "on edge" I felt prior to our first Rivian purchase. When you don't understand what's happening or why, you feel out of control.

Others may remember I was pretty sensitive for almost the whole last month before our February purchase.

We're here for each other. It's all good when it ends well.

Very best wishes!

 

[Riviot]

And now my current R1S that I was set to trade-in is no longer insured.

Your current insurance and new insurance are 2 completely separate lines on your policy. Why did you cancel before turning in your vehicle? Can't blame Rivian for that, blame your medically emergent family member.

Oh yeah and update your misleading clickbait title please

 

[CANCERDOC]

Wow reading through this, the way the OP wrote the title and the account made it seem Rivian was the one in error here. They cancelled the pick up appointment. As you had asked them to do. You were upset that your current vehicle had no insurance…. because you had cancelled your policy prior to the family medical emergency. That too was completely unrelated to Rivian.

Yes in moments of stress we can sometimes hope that the entire world accommodates your emergency. But they have no obligation to. I hope your family member is recovering. And I hope that after your miscommunication with Rivian you have a pleasant pickup experience.

 

[sccmexpert]

Customer service is not the most important thing, it's the only thing. ©

One incident like this can do unimaginable damage to a company's reputation. While Rivian did make this right, it took them a few days from what the OP stated. On a large purchase like this, that is a few days to long.

At the very least, the specialist (guide?) that was rude needs to be taken off customer service for extensive training. At the most, he needs to be looking for a new job. On the other hand, Pam, the person who finally took care of the OP, needs to be commended for her effort. She saved a customer and most probably saved many more customers in the process.

 

[Mark S]

Sorry for your family medical emergency, but the title of this post is EXTREMELY misleading. Totally not Rivian’s fault. Also seems like coming from an already Rivian owner since discussing the trade in and insurance VIN swapping. You cancelled your current policy prior to taking delivery and turning in current Rivian. That’s on you. Drama . Do better.

 

[Christopher1000]

So I ordered a new R1S and was set to take delivery. I signed the docs and a guide instructed me to move my insurance to the new VIN which I did. I also told the guide that a close family ;member had a medical emergency (I explained in detail but don't want it on a public forum), and needed to move my delivery back for a few days. She was very nice about it. A few hours later, I get a very angry call from another guide who told me I HAD to take delivery in October. I asked why and explained about the medical emergency and he, in an extremely rude tone, said "Because it's just sitting there!". I explaiined it would be impossible and he, in a frustrated way said he would call the facility but sounded very unhappy about it. 5 minutes later, I get an email saying my order has been cancelled. Since then Rivian has neither answered any of my texts nor picked up any of my calls. AWFUL EXPERIENCE!!! And now my current R1S that I was set to trade-in is no longer insured.

So I ordered a new R1S and was set to take delivery. I signed the docs and a guide instructed me to move my insurance to the new VIN which I did. I also told the guide that a close family ;member had a medical emergency (I explained in detail but don't want it on a public forum), and needed to move my delivery back for a few days. She was very nice about it. A few hours later, I get a very angry call from another guide who told me I HAD to take delivery in October. I asked why and explained about the medical emergency and he, in an extremely rude tone, said "Because it's just sitting there!". I explaiined it would be impossible and he, in a frustrated way said he would call the facility but sounded very unhappy about it. 5 minutes later, I get an email saying my order has been cancelled. Since then Rivian has neither answered any of my texts nor picked up any of my calls. AWFUL EXPERIENCE!!! And now my current R1S that I was set to trade-in is no longer insured.

 

[Christopher1000]

Me thinks there are two sides to THIS story

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