MIA Guide

[bmcenaney]

I finally got a guide assigned last week. Shortly after a VIN was assigned. I’m now at step 7 waiting for a delivery date. I have had multiple questions for my “guide”. After a text last weekend, phone call on Monday, an email on Tuesday, and another text yesterday, I still haven’t heard a thing. Nothing. Is this a common experience or do I just have the worst “guide” at Rivian?

Sponsored

 

[Donald Stanfield]

I can only speak for my guide but she gets back to me within an hour or two at the most. I've talked to her several times and asked all sorts of questions and it still its really prompt. I've also dealt with service now and they seem really prompt and polite as well.

 

[Riviot]

Could be out of office and forgot to set up Automatic Replies? Or is your email info@ or something similar? Could be getting filtered.

 

[SANZC02]

I finally got a guide assigned last week. Shortly after a VIN was assigned. I’m now at step 7 waiting for a delivery date. I have had multiple questions for my “guide”. After a text last weekend, phone call on Monday, an email on Tuesday, and another text yesterday, I still haven’t heard a thing. Nothing. Is this a common experience or do I just have the worst “guide” at Rivian?

Maybe they are on vacation. If that is the case an out of office with alternate contact would be nice.

I’m interested in the outcome, if you get an explanation please share.

 

[bmcenaney]

I finally got a guide assigned last week. Shortly after a VIN was assigned. I’m now at step 7 waiting for a delivery date. I have had multiple questions for my “guide”. After a text last weekend, phone call on Monday, an email on Tuesday, and another text yesterday, I still haven’t heard a thing. Nothing. Is this a common experience or do I just have the worst “guide” at Rivian?

Have you called her directly? Every time I call mine I just get a generic "You've reached a Rivian guide message. Please leave a message and we'll respond in 24 hours." Of course, no one ever calls back. I'm beginning to think the truck I"ve been matched with is a hoax. Everyone seems to be getting a VIN of 12xxx now and this is a 7xxx VIN, If that was the actual VIN, that puts I back in May/Jun for manufacturing.,

 

[bmcenaney]

Could be out of office and forgot to set up Automatic Replies? Or is your email info@ or something similar? Could be getting filtered.

Nope. It's a .com email. I"ve also asked for callbacks and sent SMS and no one ever responds through those channels either,

 

[Riviot]

Nope. It's a .com email. I"ve also asked for callbacks and sent SMS and no one ever responds through those channels either,

I mean the front of your email, like [email protected], are you [email protected]?

 

[bmcenaney]

I mean the front of your email, like [email protected], are you [email protected]?

nope

 

[Madsen203]

nope

Inside joke here about @disneydad stirring up drama because of this email prefix.

 

[bmcenaney]

Inside joke here about @disneydad stirring up drama because of this email prefix.

Ah yes, that one. Nope, I'm not info@f*krivn.com Just [email protected]

 

[Agswin]

You must have brent. Absolutely no reply after a week for me as well

 

[bmcenaney]

You must have brent. Absolutely no reply after a week for me as well

So it's not just me. I just escalated to his lead through CS so we'll see if that does any good.

 

[Agswin]

So it's not just me. I just escalated to his lead through CS so we'll see if that does any good.

i did that on Saturday and still nothing

 

[madgrey]

My Guide experience has been hit and miss, it could be improved.

It started rough, got worse but ended perfectly. Extra kudos to Joe, the person that picked up my vehicle and delivered the R1T. He was awesome.

When I first reached out to my Guide via email to ask if I could just give my Allstate policy number as proof of insurance, I did not receive a reply. A day later I replied to my own email because I went another route with insurance. I then recieved a Guide reply that said "Sorry, I've been very busy..."

The delivery "guide" (a different person) didn't carefully read my two responses to to their questions about delivery. Access to my property is limited due to low trees, hills, etc. and I needed to sync-up with the delivery person. I even tried calling and texting again the day of the delivery but no response. I ended up calling the service center and got a confused but very helpful person that didn't seem to know what to do but came through. The driver called and we agreed on a drop of point near my home.

 

[atebit]

Pre-delivery, my guide would usually pick up if I called, or reach out later that day or the next day. Since taking delivery, he usually takes about 48 hours to get back to me. I think that’s reasonable; he should spend more time with people going through the delivery process, plus my post-delivery questions usually require some “research” to provide an answer.

In the app, you used to be able to schedule a time to speak with your guide, unless they’ve gotten rid of that…

Sponsored