Delivery Issue - Can't be happening!

[SoCal Rob]

I think that some of us buying directly from a manufacturer for the first time are learning that there are pros and cons that go along with the additional information we are getting.

For any of us who only bought a new in-stock vehicle from a dealer before, we didn’t know the history of the car we’d end up buying. Maybe the car we bought today got banged up when taken off the car carrier and repaired days, weeks, or months before we saw it.

Now we actually know what’s going on and in some cases we’d rather not. I can see how this could be a case where ignorance is bliss. I feel for OP and I hope that their Rivian is in their hands soon with as little additional stress as possible.

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[Ron S]

Good luck, @Ron S. We expect to see pictures once you take delivery!

We just got home.
The Field Service Rep was waiting outside for us at the service center. Sam could not have been more friendly or helpful, and the same has applied to our guide, Kyle.
Sam took his time and reviewed everything that we wanted to talk about. He made sure our Bluetooth was appropriately integrated. Alexa was quite responsive to commands.
The sound system is absolutely awesome! I did not realize the blue color has a subtle sparkle, not quite a pearlescent, but seems to be in the clear coat layer. At freeway speed, there was not significant wind or tire noise.

At low speed I was aware of the whine from the electric motors drivetrains, but I viewed that as a positive.

i started driving in All Purpose mode, but soon shifted to Sport. I like a more direct response and control. My initial drive was from South San Francisco to Mountain View.

Slightly off topic, there were at 28 R1Ts parked outside, I believe waiting to be delivered.

The delivery service was absolutely great, and now that the seemingly eternal wait is over, I will tell you it is worth it. To whoever reads this, I hope your delivery day comes soon, and that your wait is way shorter than mine was!

 

[stynes]

We just got home.
The Field Service Rep was waiting outside for us at the service center. Sam could not have been more friendly or helpful, and the same has applied to our guide, Kyle.
Sam took his time and reviewed everything that we wanted to talk about. He made sure our Bluetooth was appropriately integrated. Alexa was quite responsive to commands.
The sound system is absolutely awesome! I did not realize the blue color has a subtle sparkle, not quite a pearlescent, but seems to be in the clear coat layer. At freeway speed, there was not significant wind or tire noise.

At low speed I was aware of the whine from the electric motors drivetrains, but I viewed that as a positive.

i started driving in All Purpose mode, but soon shifted to Sport. I like a more direct response and control. My initial drive was from South San Francisco to Mountain View.

Slightly off topic, there were at 28 R1Ts parked outside, I believe waiting to be delivered.

The delivery service was absolutely great, and now that the seemingly eternal wait is over, I will tell you it is worth it. To whoever reads this, I hope your delivery day comes soon, and that your wait is way shorter than mine was!

I could not love that picture more. That's so great - congrats! As far as my wait time... I'll have you beat here in another week or so. I'm a 12/3/18 pre-order with a scheduled May/June delivery of an R1S. Still waiting as patiently as I can. Congrats again!

 

[nc10]

.... I'm not sure what the valuation of the company has to do with the level of service provided. When the stock was trading north of $150 were people thinking the service would be 4x better than when it traded at $35? The IPO is priced based on the underwriters projections and predictions....and one could easily argue it should have been priced higher. One should not base expectations of product or service quality on company valuation.

Not completely disagreeing, but I just don't see any way to come up with $78 valuation based on a realistic sales build up, profit margin projection unless you factor in that the company is going to offer "Apple level" quality, uniqueness, customer satisfaction and/or the market dominance like Amazon has for online shopping or Tesla currently has for EV's. I'd expecxt the IPO price "calculation" includes things like customer perception of Rivian and their abililty to provide world class vehicle performance, quality and service. In this particular CS case, I'd expect Rivian to be ready for the customer's questions on getting a loaner and estimating the time to fix when CS first called him. I also believe how well Rivian handles customer service and other things that we can see is our best indicator of how well they are executing things we can't see. (That said, expecting a Rivian loaner is too much.) Rivian did fairly well in an absolute sense, just not approaching the standard they have set for themselves with the high valuation (and marketing information) they use.

If I were doing the post mortem/lessons learned for Rivian, I'd have two suggestions for improvement
1) don't wait a day to reach out to the customer
2) if the truck can't be delivered, offer to pay for an Uber to take the customer to the rental place (my assumption is that it is a rental truck) to pick up the loaner

Agreed, but would add being ready for the customers likely questions with the first notification.

 

[SASSquatch]

I actually thought a loaner would be reasonable. Then they could take their time. I assume we'll get Rivian's as loaners when our vehicles are in for service?

Why would you assume that RIVIAN has R1T loaners available when they are struggling to make deliveries to people who have been patiently waiting for them for nearly FOUR YEARS?

Listen, I'm sure that getting that call was a very big bummer, but my advice is take a deep breath and try and put your delay in perspective.

1. You will get your truck a lot faster than 99 percent of people on this forum even with the unfortunate delay so while we have sympathy, we don't have THAT MUCH sympathy.
2. Be grateful that RIVIAN has a quality control team that caught the problem with your truck and delayed delivery until they got your truck right. While a delay is frustrating, you should be applauding this. Look at what Tesla does to its customers. Delivers cars that have all kinds of issues then makes the customer deal with service after the fact.
3. RIVIAN is a company just getting off the ground trying to deliver a truck that has capabilities second to none in the EV market. They are not a 10 or 20 or 100 year old car company with legacy policies, infrastructure, and history. They are being built from the ground up and you have to have a certain level of patience.
4. The R1T will be worth it. We promise.
5. An R1T loaner is simply not realistic in the current environment and as an R1T reservation holder who still won't have their truck for at least 1 more year I am GLAD they are not giving you a loaner because that is one less truck that could be going to a reservation holder. Be reasonable and think of the rest of us in the forum whose empathy you are asking for.

Good luck and we are pulling for your truck to be ready ASAP so you can enjoy the hell out of it and come back here to rub it in all of our faces.

 

[AllInev]

We just got home.
The Field Service Rep was waiting outside for us at the service center. Sam could not have been more friendly or helpful, and the same has applied to our guide, Kyle.
Sam took his time and reviewed everything that we wanted to talk about. He made sure our Bluetooth was appropriately integrated. Alexa was quite responsive to commands.
The sound system is absolutely awesome! I did not realize the blue color has a subtle sparkle, not quite a pearlescent, but seems to be in the clear coat layer. At freeway speed, there was not significant wind or tire noise.

At low speed I was aware of the whine from the electric motors drivetrains, but I viewed that as a positive.

i started driving in All Purpose mode, but soon shifted to Sport. I like a more direct response and control. My initial drive was from South San Francisco to Mountain View.

Slightly off topic, there were at 28 R1Ts parked outside, I believe waiting to be delivered.

The delivery service was absolutely great, and now that the seemingly eternal wait is over, I will tell you it is worth it. To whoever reads this, I hope your delivery day comes soon, and that your wait is way shorter than mine was!

Enjoy!

 

[Tanquen]

We just got home.
The Field Service Rep was waiting outside for us at the service center. Sam could not have been more friendly or helpful, and the same has applied to our guide, Kyle.
Sam took his time and reviewed everything that we wanted to talk about. He made sure our Bluetooth was appropriately integrated. Alexa was quite responsive to commands.
The sound system is absolutely awesome! I did not realize the blue color has a subtle sparkle, not quite a pearlescent, but seems to be in the clear coat layer. At freeway speed, there was not significant wind or tire noise.

At low speed I was aware of the whine from the electric motors drivetrains, but I viewed that as a positive.

i started driving in All Purpose mode, but soon shifted to Sport. I like a more direct response and control. My initial drive was from South San Francisco to Mountain View.

Slightly off topic, there were at 28 R1Ts parked outside, I believe waiting to be delivered.

The delivery service was absolutely great, and now that the seemingly eternal wait is over, I will tell you it is worth it. To whoever reads this, I hope your delivery day comes soon, and that your wait is way shorter than mine was!

Were all the other trucks on the lot with black interior?

 

[Pauma Valley]

Hi All,

Congrats to all of those who have received their trucks. I'm expecting mine next week. So ready to ditch $6+ gas prices.

BG

 

[Pauma Valley]

All I need now is my R1T

 

[Matty J]

All I need now is my R1T

Nice place to park a Rivian. Lookin good!

 

[Scoiatael]

All I need now is my R1T

I love your charging setup.

 

[orionexp]

I actually thought a loaner would be reasonable. Then they could take their time. I assume we'll get Rivian's as loaners when our vehicles are in for service?

Yes, it would be reasonable after a couple years. now they are trying to get as many out the door as they can. Depending on how long the wait is, I'd ask for something from the gear shop. if it was 2 weeks, maybe a camp kitchen. 1 week, maybe a gear shuttle. but come to think of it, something not installed by Rivian would be better.

 

[Pauma Valley]

My R1T is finally here! Love this truck! Thanks to everyone for the support. I look forward to all of you taking delivery.

 

[omamatt]

My R1T is finally here! Love this truck! Thanks to everyone for the support. I look forward to all of you taking delivery.

Big congrats to you!

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