Rivian refuses to reinstate my preorder...

[disneydad]

I was typing something similar when I saw your post. Is there a credit card statement showing the refund of the $1,000 after the price hike cancellation?

They are saying now I'm "outside the window" and that is the reason they cannot reinstate me.

Sponsored

 

[disneydad]

Hi XXXX,

I appreciate your patience in this process; I understand it's frustrating, and it's taken a bit of time to go back and forth with my lead and Systems Team to gather as much information as possible.

In speaking with our Systems Team, I did get some explanation on why emails weren't going through to you. General domains such as info@, hello@, and payments@ don't receive marketing emails. With both your emails starting with info@, that explains why no emails ever came through to you.

Regarding reinstatement, as we've chatted about, the deadline for reinstatement was March 20. There were two ways to be reinstated, either through a follow-up email we sent a handful of days after reinstatement was announced or by reaching out to us in Customer Service to express interest in reinstatement. As we haven't been able to find any phone, chat or email records from you indicating you'd like to reinstate before the deadline of March 20, we will not be able to process this request.

 

[disneydad]

They are saying because my emails start with info, I wouldnt have received the emails. I have chat window screenshots showing my story is true, I have emails I've sent that I can provide as proof, I can even probably dig up phone records. They wont even let me show them this stuff.

 

[MoreTrout]

Get back at Rivian and purchase a Cybertruck in 2023. 2024, 2025, 2026, 2027, 2028, maybe

Fixed it for you.

 

[TXR1SMD]

Post your proof here. What do you have to lose? I mean they can't lurk on the forums and cancel your non-existent reservation.

 

[freshpow]

They are saying because my emails start with info, I wouldnt have received the emails. I have chat window screenshots showing my story is true, I have emails I've sent that I can provide as proof, I can even probably dig up phone records. They wont even let me show them this stuff.

That is a bummer. A bit presumptuous of others to assume that you were being an asshat and got yourself blacklisted...especially with a name like disneydad! Kudos to you for ignoring those posts.

What do you mean by "they won't even let me show them this stuff"? Just send them a nice email back and attach your proof of attempted communications before 3/20 and say "I'm not sure why you can't find anything in your system, but here is my proof that I attempted to reinstate prior to 3/20". You've probably already tried something similar, but if not it's certainly worth a shot. If you didn't reach out before 3/20 then you're probably SOL

 

[Riviot]

the deadline for reinstatement was March 20

I don't remember a deadline. Does anyone else?

Just send them a nice email back and attach your proof of attempted communications before 3/20

I don't think that happened...

I called Rivian in April

 

[COdogman]

That is a bummer. A bit presumptuous of others to assume that you were being an asshat and got yourself blacklisted...especially with a name like disneydad! Kudos to you for ignoring those posts.

What do you mean by "they won't even let me show them this stuff"? Just send them a nice email back and attach your proof of attempted communications before 3/20 and say "I'm not sure why you can't find anything in your system, but here is my proof that I attempted to reinstate prior to 3/20". You've probably already tried something similar, but if not it's certainly worth a shot. If you didn't reach out before 3/20 then you're probably SOL

I don’t assume @disneydad did anything. All I did was point out how strange it was that so many others successfully got their orders restored and offered a possible explanation. Believe it or not I’m trying to help the man figure it out.

it IS possible the person he ”expressed his displeasure” to originally fielded many other similar calls like that and blacklisted him if they didn’t Appreciate the way in which he went about it. It happens.

 

[AxelR]

Get back at Rivian and purchase a Cybertruck in 2023?

More like 2026 or later with all the orders ahead of this one (mine included).

 

[freshpow]

I don't remember a deadline. Does anyone else?

I also don't remember a deadline. Searched my email history and came up blank, but figure maybe it was only sent out to those who cancelled. Would be interesting if there is anyone on the forum who successfully reinstated their cancelled order after 3/20...

 

[SASSquatch]

My 2 cents. I sincerely doubt Rivian intentionally blacklisted the OP. More than likely, this was a failure of Rivian CS to track a complicated situation given the issues with the @info email and a lack of proper follow-up after the fact.

I think if you had reasonable evidence that you were continuing to reach out to Rivian on a status and were attempting to reinstate, they should be open to reviewing that.

 

[AxelR]

My 2 cents. I sincerely doubt Rivian intentionally blacklisted the OP. More than likely, this was a failure of Rivian CS to track a complicated situation given the issues with the @info email and a lack of proper follow-up after the fact.

I think if you had reasonable evidence that you were continuing to reach out to Rivian on a status and were attempting to reinstate, they should be open to reviewing that.

Agreed. As long as the OP emailed them before 3/20. The record of an attempted phone call wouldn’t prove anything.

 

[Cogentfire]

As many other preorder holders, I received the price hike to preorder holders email back in March. Like many others, after waiting for well over a year, I was devastated. I called Rivian and voiced my frustration with their decision to hike prices on preorder holders, and subsequently cancelled my order. After facing the public backlash, Rivian reversed course and sent out their letter stating that they would reinstate anyone that had cancelled and they would honor the original quoted price and would be reaching out to folks that had cancelled their orders to provide them a way to reinstate. I waited and waited, never received an email, phone call, nothing. I called Rivian in April and was told they assigned a case rep to my issue and they would be reaching out with an update soon. Called again in May, June, and July. Fast forward to August, and called Rivian yet again to discuss what in the world is going on with my reinstatement and they said they would research this, they acknowledged that they never tried to contact me in any way (phone or email), and a rep would review my case and would contact me. Again, never heard anything back. Zero. So, I called again last week and repeated this insane process yet again. This time, however, a rep did finally email me back about a week later explaining that despite the fact of all that I've done, they cant find ANY correspondence from Rivian to me or vice versa, no emails, nothing. As such, they cannot reinstate my order. They wont respond to my emails requesting details, nothing. This is insane...

I used the chat feature and they recovered all my correspondence to reinstate both my orders. I think calling them left no digital paper trail. Still they should at least try to reinstate it if you cancelled near March 1.

 

[paariv]

The way I’d put it in response I s this: the deadline (which I don’t recall, but whatever) was only announced by email. You didn’t get the announcement because of their error regarding email handling. But you relied on their statement that they’d reach out by email with details, so it’s not reasonable to blame you for not acting on an email you didn’t get because of their error. They - not you - should be responsible for the consequences of that error.

Because you’ve been reaching out regularly since then (provide all emails and phone records) there is no reason to deny you reinstatement purely on fairness grounds.


If they still refuse, file a complaint with your state attorney general’s consumer protection division and make sure they know how much it’s costing you.

I imagine all of this clear and concise and polite communication will get them to take action.

 

[Riviot]

Check this thread for others who were reinstated after the (was it ever communicated?) "deadline."

https://www.rivianforums.com/cancelled-orders-have-been-restored/

Sponsored