MIA Guide

[bhopkins]

My last email exchange with my guide took 18 days for her to reply to my e-mail. She admitted she (they?) are overwhelmed. I had asked her a question about tire rotations and getting additional pucks. So, not critical and not related to vehicle delivery so I may have been prioritized lower. But, still, not good.

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[bmcenaney]

Right now I'd just go for any response from my guide to prove he exists. I've had a VIN for 9 days now and no reponse on anything I've asked him. Fortunately, between my bank, the Rivian insurance group, and people at CS I've spoken to, I've gotten all my questions answered except what's the status of my vehicle. I have a really early VIN and would like a little info on why I'm a 7xxx VIN while everyone else is now receiving a 12xxx. Also, when do I have to make final payment since I'm in Texas and I have to purchase the truck before it enters the state.

 

[atebit]

I think he means he has not received any replies to those requests. At least that’s how I read it.

 

[bmcenaney]

I can't tell if you are serious or just making fun of other people complaining about guides.

Your guide communicated with you 4 times within 1 week. What do you expect? You want somebody who just sits around waiting for your contact with no other customers to take care of and then responds within nanoseconds of each question posed? That's not going to happen.

No. I want a guide who responds. I have reached out 4 times since the 9th and haven’t heard a word from my guide. I know they’re busy, but asking for one response within 9 days doesn’t seem like asking for a lot.

 

[Siguy90]

I'm in a similar situation as you except my guide has been pretty responsive. I got my VIN and 8 steps about 18 days ago and I'm still waiting for step 8 to open up. My VIN is 109XX and every time I ask my guide for a status update they don't really have much other than it's at the service center awaiting inspection. So it's been at the service center for over a week now.

 

[ERguy]

No. I want a guide who responds. I have reached out 4 times since the 9th and haven’t heard a word from my guide. I know they’re busy, but asking for one response within 9 days doesn’t seem like asking for a lot.

Right... I totally misread your post. I thought your guide already reached out to you 4 times this week alone based on your post, but then I reread it and noticed you are referring to how many times you contacted your guide... Not the other way around.

I think it's reasonable to expect a response from your guide within 24 hours during the week... 48 hours at the absolute most.

 

[Abd37]

Right now I'd just go for any response from my guide to prove he exists. I've had a VIN for 9 days now and no reponse on anything I've asked him. Fortunately, between my bank, the Rivian insurance group, and people at CS I've spoken to, I've gotten all my questions answered except what's the status of my vehicle. I have a really early VIN and would like a little info on why I'm a 7xxx VIN while everyone else is now receiving a 12xxx. Also, when do I have to make final payment since I'm in Texas and I have to purchase the truck before it enters the state.

I’m in DFW and I also had vin 7483 assigned to me for about a week and then they pulled it because they said it failed an inspection. Still stuck trying to get a new vin and they haven’t been much help.

 

[bmcenaney]

Finally heard from my guide today.

I’m in DFW and I also had vin 7483 assigned to me for about a week and then they pulled it because they said it failed an inspection. Still stuck trying to get a new vin and they haven’t been much help.

Well that’s concerning. How long ago was that?

 

[Abd37]

Vin was assigned 9/2 and pulled on 9/9. They have my down payment and everything so I’m starting to get pretty upset about it.

 

[Moon]

I am from Dallas area as well, guide assigned to me has been responsive, no complaints, I have messaged them at least 4 times in the past 4 days and I have received prompt response.

I asked for their advice and they confirmed I could wait on the insurance and payment, I have insured the VIN starting on a future date anyway, but not paid yet, 6/8 steps completed. They keep me posted on the progress, currently the truck is awaiting transit to Dallas SC.

I am not sure if this is generic, at least my guide has a page on Calendly, it looks like this:

 

[Abd37]

Man I’m jealous at that level of organization from your guide. The only time mine has contacted me was when she called to tell me the vin was getting pulled. Other than that I have to call or text her and then she never gets back to me about the things I ask.

 

[bmcenaney]

Vin was assigned 9/2 and pulled on 9/9. They have my down payment and everything so I’m starting to get pretty upset about it.

I definitely would be. Is you guide even responding to you as that’s been my biggest frustration so far. Going to hold on to my final payment until I actually have a delivery date.

Man I’m jealous at that level of organization from your guide. The only time mine has contacted me was when she called to tell me the vin was getting pulled. Other than that I have to call or text her and then she never gets back to me about the things I ask.

After 4 attempts and escalating with CS, my guide finally reached out and sent me his Calendly link. Not sure why they don't just send that to you to begin with.

 

[Cgreenlaw78]

I’m in DFW and I also had vin 7483 assigned to me for about a week and then they pulled it because they said it failed an inspection. Still stuck trying to get a new vin and they haven’t been much help.

I’m in Roanoke and order was placed 8/13/21 but haven’t heard anything. My window is Oct-Nov. I would have thought they give me access to the shop at this point but nothing.

 

[Abd37]

I’m in Roanoke and order was placed 8/13/21 but haven’t heard anything. My window is Oct-Nov. I would have thought they give me access to the shop at this point but nothing.

That’s strange I’m in Dallas proper, but my order was in 10/21 and I had an August-September date. I had a pretty simple config of el cap/BM/21s. Was trying to pick something that I liked, but had a chance of a quick delivery.

 

[njech7]

Stinks that all the employees do not give the same level of service. I'm thankful my experience has been the opposite of the OP and others. JR is my guide and he was great and he's been out unexpectedly now a few weeks. He had an autoresponder that he was out and contact Will. At first, he was only to be out a couple of days so I waited. And then I set a text and email and did not receive a response when he was supposed to be back.

I pinged Will and he replied that JR was still out and he answered a litany of questions I had based on entering the 8 steps. And has been great since JR is unfortunately still out. A+ experience for me.

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