Had call with Rivian Guide, delay on Ocean Coast interior

[Attesan997]

Why did you even do this? My god, leave the poor CS people alone...

Part of me does know that the CS team has almost no information and essentially gets told what they need to know up until the moment that information changes. This is usually why I come here before contacting them. But another part of me understands the way Rivian manages information should be better. There's no reason for guide by guide, reservation by reservation info dumps. If there's a delay why not just send out an email to all OC reservation holders to say this is unfortunate but here are your options. Rivian continues to get themselves into these messes by poorly managing communicaiton. Rivian is putting CS out there to be the catch all punching bag (in general not this specific interaction).

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[RivianNowPlz]

I'd wait for the next 6 months for white interior to be honest. If you were that early of an order and have to switch to black, that makes me think virtually no one has ocean white. That's good news for me and separately if Rivian takes on the Tesla model of limited refreshes then the only thing that will stand out for me is having the white interior.

That said I 100% understand completely switching.. the wait is hard.. and ultimately everyone's situation is different, especially if they've got vehicles on their last leg that they've been stretching out as far as they can before buying this. My buddy has a 1991 Buick Park Ave rusted to crap, bald AF tires, and needs all the help in the world to make it to work.. but he ain't buying nothing else until his R1T arrives.

 

[Lawrence-of-Blaine]

Thanks for sharing, and thank you all for the respectful communications with Rivian staff - I hold a special place in my heart for CS reps and I always try to be respectful and kind to them like those on this thread have been. Vent on the forums (that's what we're here for), but be kind to the CS chat folks (like those above have been).

I'm a July-Sept delivery window R1S LE, White/OC. I still haven't seen a Rivian in person and would still like to evaluate all three interior options before finalizing. After waiting all these years for the truck, I might be OK switching to black magic interior if it meant getting my truck 6 months or more earlier. Hopefully this will all shake out before my turn comes up.

Adding Santana to my day-one or test drive playlist...

You are the first person I’ve found with a config identical to mine. R1S in Glacier White with OC interior. And since I just placed my order last month, you will get R1S long before I do. And that means I’ll need to come see and drive yours before I finalize my design.
Please tell me where you live and I promise I won’t come over until you tell me you have your vehicle. ?

 

[AdamsFan1983]

Feedback is a critical part of any cooperative process. What exactly is the issue with me contacting CS in a respectful manner to express my displeasure with the way a company is treating me after I've given them my hard-earned money? How else is Rivian leadership supposed to be made aware of the issues we as their consumers have?

Get over yourself. That's what CS is for.

Yea, that’s not what customer service is for. As a reminder, you haven’t bought anything, to wit, you aren’t a customer.

They’re there to answer your questions, and in the absence of an answer attempt to provide you guidance on when one may be forthcoming; not take verbal abuse over what they do and don’t know. They’re not your punching bag. People aren’t cautioning from having your say, but the manner in which you are communicating it. I promise you, you get nowhere naming dropping that you are active on an Internet forum and that that css agent rolled their eyes and said “here we go,” when they read that.

I got news for you, customer service interactions didn’t roll back the price hikes: Order cancellations did that. If you don’t like how Rivian is treating you, cancel your order and move on.

 

[AdamsFan1983]

You are the first person I’ve found with a config identical to mine. R1S in Glacier White with OC interior. And since I just placed my order last month, you will get R1S long before I do. And that means I’ll need to come see and drive yours before I finalize my design.
Please tell me where you live and I promise I won’t come over until you tell me you have your vehicle. ?

I have white on white as well; adventure edition though. I could be talked into limestone though….

 

[Hyfly]

I asked about the R1S but no info on that.

My guess is that Rivian is under pressure to get trucks out quickly with Ford on their heals. If they can have their interior department concentrate on just one style they can pump out deliveries faster. I have heard where people have pre-orders in for Rivian, F150 lightings, and Cyber trucks. Whatever they get first just cancel the other pre-orders. My guess is Ford is going to start shipping late this year. The more trucks Rivian can have on the road the happier customers and investors will be.

My wife made a good point that with the price I will be paying I could sell my truck even in a few years and get a new one with all the exact options I want and sell my old truck for more than I paid. Time will tell. I am just happy that I will soon be a Rivian owner. Finally...

The F-150 Lightning is shipping soon. My brother has one with a confirmed build date the first week of April. He very Wel could have it in 4-6 weeks from now.

 

[nc10]

I got news for you, customer service interactions didn’t roll back the price hikes: Order cancellations did that.

Likely it wasn't just cancellations, as much or more customer feedback as it was cancellations. Emails/communications to the company head, CS, guides, news reports, etc. That feedback a preview of future cancellations and also slower growth. Rivian has invested heavily to build and protect their brand, I don't think they wanted to burn that investment.

 

[KeithPleas]

My R1S order has OC interior - we did our First Mile in FE. Honestly, I'm not in love with any of the configurations as shown in the configurator. If BM is more dark grey...I can live with that.

What I REALLY want is a lighter dash, headliner, and perhaps doors so the interior doesn't seem oppressive here in the PNW where we are prone to SAD - with darker seats that won't show wear or small stains.

I can live with a black interior (had a previous Boxster with all black leather) but am happier with some lighter elements.

 

[AdamsFan1983]

Likely it wasn't just cancellations, as much or more customer feedback as it was cancellations. Emails/communications to the company head, CS, guides, news reports, etc. That feedback a preview of future cancellations and also slower growth. Rivian has invested heavily to build and protect their brand, I don't think they wanted to burn that investment.

We will never know for certain, but I’m not buying it. If the cancellations weren’t the driving factor, they wouldn’t have offered to reinstate the orders, in their original queue positions, and honor the original prices.

 

[Kmann1994]

Get over yourself. That's what CS is for.

Man, this is a bad take, and you should feel bad.

 

[Jmiller929]

I put down $2000 for an R1T and R1S on November 27th of 2018 and finally got a Rivian Guide to reach out to me. Talked to them yesterday and they reached out to me specifically because I selected the Ocean Coast interior they wanted me to know that unless I change to the Black Mountain it may be another 6 months to a year of waiting. He really could not lock down that timeframe. So I changed to the Black Mountain interior option with the Rivian Blue. Honestly disappointed but will put up with it. I wanted the lighter interior as where I live in San Diego the summers can get very hot, will be cooling down the truck from their app a LOT!

Now I am told it will be 1st or 2nd week of April to take delivery so that is AMAZING news!

I also ordered the camp kitchen, turns out those don't exist. As in outside a few demo units they do not exist. The guide has never seen one in person. Also there are zero reviews of them online from anyone but Rivian. I was promised a price lock for $5k on that when they become available. Attaching newest spec sheet.

I also ordered OC. I just chatted with Kelsey in Cust. Serv. and she said there are no delays for OC customers. I sent her a copy of your post and she still said no delays that they are aware of, that I am still scheduled for May/June. ??

 

[nc10]

If the cancellations weren’t the driving factor, they wouldn’t have offered to reinstate the orders, in their original queue positions, and honor the original prices.

I agree, cancellations were "a" driving factor, important, but so was the feedback. Not reinstating orders after reverting the price increase would have dented the brand a lot. Had to do that either way.

 

[Riviot]

Man, this is a bad take, and you should feel bad.

Burn the witch!

 

[Inkedsphynx]

I strongly disagree with anyone who thought I was abusing CS. I was entirely respectful and merely gave my feedback on this process. I clearly pointed out that i know CS cant do anything but pass my feedback on. I fail to see how my interaction was abusive.

I have given Rivian 1000$, I *am* a customer.

I wasn't name dropping a forum, I was informing the agent where I got my information from.

I am a customer, I required service. For those of you that don't like it.. too bad?

EDIT: I'd also point out that customer service is the only way Rivian provides for me to contact them. Where else am I supposed to provide feedback and/or complaints? There is literally no other means for me to contact them, everything they provide goes to CS.

 

[Craigins]

I strongly disagree with anyone who thought I was abusing CS. I was entirely respectful and merely gave my feedback on this process. I clearly pointed out that i know CS cant do anything but pass my feedback on. I fail to see how my interaction was abusive.

I have given Rivian 1000$, I *am* a customer.

I wasn't name dropping a forum, I was informing the agent where I got my information from.

I am a customer, I required service. For those of you that don't like it.. too bad?

EDIT: I'd also point out that customer service is the only way Rivian provides for me to contact them. Where else am I supposed to provide feedback and/or complaints? There is literally no other means for me to contact them, everything they provide goes to CS.

Next time, email them don't waste their time on chat.

If you want to convey a message without feedback, email.

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