What's reasonable?

[Zoidz]

A week or two might be reasonable. Beyond that, they need to be communicating clearly and offering other options. Financially, you own the truck, not them, and they have not delivered it. I would start by politely emailing every C level person I could get an email address for.

It's highly unlikely anyone is intentionally delaying this, it's probably a case of everyone has done what they are enabled/instructed to do procedurally. Nobody is being proactive to get it resolved.

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[chickp]

After a week of Rivian trying and failing to repair a TPMS sensor error on my original VIN that popped up the day of delivery, they gave me a new vehicle/vin with the same configuration. Took another week to get that paperwork sorted but I finally had my R1T after 2 weeks from the original delivery date.

 

[OldGoat]

I'm curious as to how people know a new vehicle wasn't damaged somewhere along the way? Moving down the production line, into the lot, moving onto the transport, transfers, heck even sitting on the dealers lot are all opportunities for damage. I've bought a lot of cars in my life and I had no way of knowing if, for example, the hood on it was the same hood they originally mounted at the factory prior to painting.

For example, I was with my son about six months ago when he bought a new Honda. Everything was fine but when they took it in the back to prep it somehow they got a couple of dings. When we went over the car to take delivery, I noticed it. They were apologetic and, of course, told him to schedule a time to have it fixed.

There is no car fax on new cars, so when I buy a car I look over it to see if there is anything that needs to be fixed/corrected. And that extends into the first few months of ownership. Maybe I've been lucky, but I've never identified an issue that wasn't addressed.

The main issue I see here is the inordinate amount of time to correct the issue...which results in the concern of 'what is the real issue and could it result in some hidden problem that doesn't surface for weeks or months down the line. I think it is reasonable and appropriate to ask to speak to someone higher up in the organization and express this concern. And I think it is reasonable for that person to allay your concerns. If not, walk up the chain of command until those concerns are fully addressed.

 

[moosehead]

These are Defcon 1 level issues, and absolutely need to be elevated so the company has a clear picture of the concern. Seems like several board members in this thread alone are/were in same boat, plus add DaveA’s paint and the critical battery customer.

First, Rivian needs to have a proper sense of urgency, which is lacking here. Whether or not the vehicle is replaced or repaired to the customer’s satisfaction is secondary to the level of attention needed as every manufacturer has transit damage.

Second, they need to establish post purchase SOP and protocols. This phase is further highlighted given customer pre-pay pre-delivery. Post purchase issues may or may not be a guide, but someone has to own this priority. Maybe it’s a RSC person for those within reasonable distance, and a guide for those further away from a RSC.

Lastly, we as the bleeding edge early adoption customer have to find a balance of not bothering CS for small whining stuff but absolutely let it be known when large concerns show up.

 

[Gator42]

These are Defcon 1 level issues, and absolutely need to be elevated so the company has a clear picture of the concern. Seems like several board members in this thread alone are/were in same boat, plus add DaveA’s paint and the critical battery customer.

First, Rivian needs to have a proper sense of urgency, which is lacking here. Whether or not the vehicle is replaced or repaired to the customer’s satisfaction is secondary to the level of attention needed as every manufacturer has transit damage.

Second, they need to establish post purchase SOP and protocols. This phase is further highlighted given customer pre-pay pre-delivery. Post purchase issues may or may not be a guide, but someone has to own this priority. Maybe it’s a RSC person for those within reasonable distance, and a guide for those further away from a RSC.

Lastly, we as the bleeding edge early adoption customer have to find a balance of not bothering CS for small whining stuff but absolutely let it be known when large concerns show up.

Yeah- a professionally worded blast email to your Guide with CC to RJ, Tony, anyone else, describing your situation, that you want another VIN, and that the online forums are concerned about this, too, and are watching to see how and when this is resolved...hopefully bends the right ear to resolve to your satisfaction...

...It does sound like your SC could be in a jam, having to outsource to a body shop, likely with its own labor and supply issues, while under great pressure to get everyone else's truck out the door. Not making excuses but it isn't difficult to see how a well intended company creates these little horror stories...

Now if we could to something about getting Cohall out of delivery jail...

 

[Gator42]

What's most frustrating about this is we're learning the Guides really are phone drones powerless to escalate issues. Not much point innit, really...

 

[zefram47]

This whole situation with you and apparently quite a few others is unacceptable. Personal opinion is you shouldn't even get the 8-steps until they are 100% sure that the vehicle is in salable condition and at its final destination. As much as we deride the dealership model, at least there you don't pay for the vehicle until it arrives and has gone through PDI.

 

[NY_Rob]

For people requesting lemon law buybacks from automotive manufacturers, keep in mind that the lemon law only addresses the manufacturer buying the vehicle back, it does not address re-purchasing another vehicle from the manufacturer.

I remember reading the case of a Tesla owner who had his vehicle bought back under the lemon law...Over the several months between when he ordered the vehicle and the date Tesla actually bought it back there had been a price increase or two. The increase was $2-$3K for the same vehicle IIRC. After he got his money back from Tesla, when he went to order the new vehicle he had to pay the increased price as Tesla was under no obligation to offer him the original order price he paid for the lemon law buyback vehicle.

Keep in mind, Rivian had a $12-$15K price increase after march 1st, if they buy your Rivian back under the Lemon Law... you will pay a lot more for a replacement Rivian! Get it fixed, or replaced, don't go the lemon Law route..

 

[KiloV]

Our delivery date was March 25th. That morning we received a text from our guide saying the truck had been damaged in transit. Guide estimated 2 weeks for repair. After not hearing any updates I reached out to our guide who said the truck was at a body shop getting estimates and I should get it back in April. After no contact/updates I reached out again to the guide who said that a part that was ordered to repair our vehicle was itself damaged in transit and they did not have an ETA but were rushing the replacement part.

I have already paid in full and have insurance on the truck. It is 3 weeks past delivery day with no ETA. So we own a 80k vehicle, that I have yet to lay eyes on, that was damaged enough to be sent to a body shop.

I think I am a fairly reasonable person but I am having difficulty processing all this. I've owned over 50 cars in my life and nothing like this has ever happened. That total includes two Teslas.

We have other vehicles, so that's not an issue.The damage will not follow the VIN as it was a company accident and I had not taken delivery. So that isn't an issue either.

But how long do I wait? Our guide, as nice as they are isn't proactive in communicating. I fear if I do not keep after them I won't hear anything until a few days before delivery can happen. That's anyone's guess as to when that may occur.

Is it reasonable to request a new vehicle? Should I just wait a couple of more weeks, or how ever long it takes, receive the vehicle and then decide? I was told I have 7 days after I receive the truck to return it.

The way things are going I would not be surprised if the truck shows up and the damage is fixed but any other defects, in paint, panel gaps, etc. didn't get addressed the whole time. I'm trying not to make assumptions or jump to conclusions but the thought of that scenario is infuriating.

Anyway, should I wait? Try and escalate this up the chain and ask for a new vehicle or what?

Opinions appreciated.

What would you do?

Ask for a new one.

 

[hed]

Not sure if Rivian guides were working today as it was Good Friday and we are heading into Easter. I texted my guide but received no response. Will try again on Monday.

 

[nukem384]

Dude eff that. No way I'm paying 80 grand for a car that's been in the body shop. Who cares if it doesn't show up on the VIN. Was is something so bad that it could compromise the integrity of the car? Could it be a safety issue? No thanks, request a new car. Nobody should be paying this kind of money for a basically damaged car that's been fixed.

 

[John G.]

You bought and paid for a brand new truck. You haven't received it yet. You didn't buy a damaged truck, and they know that.

Rivian owes you a brand new truck that you have paid for already! So, meet them in your driveway with your lawyer beside you when they deliver whatever it is they are planning to.

I'm positive that you will eventually get the brand new truck you paid for!

 

[Monkey]

Wow, just to add to the echo chamber... Tell them to find you a new truck.

You gave them the money... They need to give you a truck, they can sort out the repairs on the damaged truck on their own time and own dime.

You're insuring a truck you have not taken delivery of/ don't own? WTF? Seriously... Call your insurance agent and tell them the situation. They can delay the start date on your coverage until you actually take delivery of a truck and assign the policy to a new VIN if necessary.

 

[Monkey]

FWIW... New vehicles getting damaged in transit is not unusual. Typically it's minor paint fixes and small stuff, but every once in a while it's something bigger. No one is ever really aware of such things as they're dealt with before a car is put into inventory. Occasionally it happens to custom ordered vehicles and if it's something major that would hold a car up for weeks to repair, then it's often handled differently, even ordering a new vehicle... That's with the legacy dealership model and long-time manufacturers.

With Tesla and now Rivian where every vehicle is a personal order, these issues are magnified. Add to that the new manufacturer ramping up and the push to maximize deliveries.

All that said, there's no reason they're not simply being proactive and offering a new vehicle. Most states would write this off as a lemon if it's out of commission for 30+ days right off the lot. Which it's not right off the lot, you have never even taken delivery of it. You probably haven't signed the final paperwork, which in most states requires a wet signature to paper. They should be finding you a truck...

I know, I'm talking in circles at this point.

 

[3121]

For people requesting lemon law buybacks from automotive manufacturers, keep in mind that the lemon law only addresses the manufacturer buying the vehicle back, it does not address re-purchasing another vehicle from the manufacturer.

I remember reading the case of a Tesla owner who had his vehicle bought back under the lemon law...Over the several months between when he ordered the vehicle and the date Tesla actually bought it back there had been a price increase or two. The increase was $2-$3K for the same vehicle IIRC. After he got his money back from Tesla, when he went to order the new vehicle he had to pay the increased price as Tesla was under no obligation to offer him the original order price he paid for the lemon law buyback vehicle.

Keep in mind, Rivian had a $12-$15K price increase after march 1st, if they buy your Rivian back under the Lemon Law... you will pay a lot more for a replacement Rivian! Get it fixed, or replaced, don't go the lemon Law route..

Lemon law is a little different in every state. Most give the consumer the option of a refund or replacement

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