RforRivian
Well-Known Member
- Joined
- Jun 30, 2020
- Threads
- 24
- Messages
- 123
- Reaction score
- 631
- Location
- Birmingham, AL
- Vehicles
- 2012 4Runner, 2014 Equinox
I'm not upset about the delay in the slightest. There are good reasons for that. What there isn't a good reason for is the lack of communication over the past couple of months.
I called CS today and complained for a while. I didn't do it to vent my frustrations at someone, I just wanted to let them know what I wanted going forward since RJ said that they need to do better but didn't say how they are going to do better. I personally lost a lot of faith in Rivian over the last month or so. If I'm going to keep my pre-order then they need to do much better between now and September about sharing information.
I specifically told the CS rep that it has gotten to the point that customers can't trust dates or information that comes from the CS department. This came up when I mentioned that one of the things I wanted information about was the Tank Turn feature because we haven't seen it officially mentioned in over a year. When I said this, he said something along the lines of "I can assure you that it is still a planned feature." I basically responded to that with "How am I supposed to believe that when yesterday you were probably assuring people that deliveries will start in two weeks?"
I really hope things change in the CS department soon. It's pretty clear at this point that they have to stick to a strict script of just repeating the information that has been made public. I'm sure that it's for quality control reasons (you don't want to have CS reps contradicting each other or breaking news and giving out brand new info) but you can't have a Customer Service department operate well unless they can actually provide the service that the customers want. Right now (for me at least) that service is details and information. I think, for the most part at least, most pre-order holders are understanding of the challenges that come along with launching a brand. We can handle an answer like "We are still finalizing XYZ on that widget/thing you asked about and once that is done we'll let you know ASAP." Maybe this burden shouldn't be on the CS department at all but with the sparsity of info coming out that's who it's fallen on.
Overall, my conversation was still a positive one. I told him that I'm in no way upset with the CS reps and that I feel for them. I know they want to give us the info we ask for and I'm sure that they are tired of saying "soon", "around the corner", and "keep an eye on your inbox". He was appreciative for the understanding and said that it helps for customers to let them know what information they want and expect so that the CS team can push for those things to be released.
I called CS today and complained for a while. I didn't do it to vent my frustrations at someone, I just wanted to let them know what I wanted going forward since RJ said that they need to do better but didn't say how they are going to do better. I personally lost a lot of faith in Rivian over the last month or so. If I'm going to keep my pre-order then they need to do much better between now and September about sharing information.
I specifically told the CS rep that it has gotten to the point that customers can't trust dates or information that comes from the CS department. This came up when I mentioned that one of the things I wanted information about was the Tank Turn feature because we haven't seen it officially mentioned in over a year. When I said this, he said something along the lines of "I can assure you that it is still a planned feature." I basically responded to that with "How am I supposed to believe that when yesterday you were probably assuring people that deliveries will start in two weeks?"
I really hope things change in the CS department soon. It's pretty clear at this point that they have to stick to a strict script of just repeating the information that has been made public. I'm sure that it's for quality control reasons (you don't want to have CS reps contradicting each other or breaking news and giving out brand new info) but you can't have a Customer Service department operate well unless they can actually provide the service that the customers want. Right now (for me at least) that service is details and information. I think, for the most part at least, most pre-order holders are understanding of the challenges that come along with launching a brand. We can handle an answer like "We are still finalizing XYZ on that widget/thing you asked about and once that is done we'll let you know ASAP." Maybe this burden shouldn't be on the CS department at all but with the sparsity of info coming out that's who it's fallen on.
Overall, my conversation was still a positive one. I told him that I'm in no way upset with the CS reps and that I feel for them. I know they want to give us the info we ask for and I'm sure that they are tired of saying "soon", "around the corner", and "keep an eye on your inbox". He was appreciative for the understanding and said that it helps for customers to let them know what information they want and expect so that the CS team can push for those things to be released.
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