Guide Rant

[GATA614]

I know the guides are overwhelmed right now with the EOY push and coming off a holiday but I'm trying to make a pretty simple tweak to my purchase agreement (switching lenders) and despite texting with my guide, I'm multiple hours in (I had to call CS to get the guide's attention) waiting for a single tweak to the purchase agreement so I can upload to the lender. Delivery is supposed to be Friday morning but the lender needs the contract to finalize the loan docs which Rivian needs to deliver the car.


How hard is it to make the change while looking at the file?

TL;DR: The guide's overwhelmed but just reading / responding a message and not taking action on it.

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[COdogman]

 

[ERI]

Sorry you’re having a slow experience. I just did the same thing (changed a purchase agreement due to a lender change). My guide actually texted me over the weekend to get it done and now I’m scheduled for my own pickup on Friday. Hopefully both of us have smooth experiences on Friday.

 

[GATA614]

Sorry you’re having a slow experience. I just did the same thing (changed a purchase agreement due to a lender change). My guide actually texted me over the weekend to get it done and now I’m scheduled for my own pickup on Friday. Hopefully both of us have smooth experiences on Friday.

Thanks! Which SC are you picking up at? I see you're in FL, too. I'm scheduled for Miami.

 

[ERI]

I’m picking mine up in Miami on Friday at 11!

 

[Prime]

Didn’t know guides were still a thing. Mines been switched a few times I don’t even contact them anymore. Go straight to CS.

 

[Zoidz]

I know the guides are overwhelmed right now with the EOY push and coming off a holiday but I'm trying to make a pretty simple tweak to my purchase agreement (switching lenders) and despite texting with my guide, I'm multiple hours in (I had to call CS to get the guide's attention) waiting for a single tweak to the purchase agreement so I can upload to the lender. Delivery is supposed to be Friday morning but the lender needs the contract to finalize the loan docs which Rivian needs to deliver the car.


How hard is it to make the change while looking at the file?

TL;DR: The guide's overwhelmed but just reading / responding a message and not taking action on it.

Sorry to hear about your issues. It seems hit or miss with guides and their efficiency. Mine was great with some last minute stuff, but you are not the only one to have less than great service from a guide. I hope it all gets worked out.

 

[SPITmadFIRE]

Reminds me of how the entire Bronco community would tell each other "stay pumped!!!" sarcastically. Ford would conclude every depressing timeline change email with the phrase.

 

[GATA614]

Update: She came through and I think stuck around just past the end of her shift so I'll give her credit on that. Just added some stress to the day. Looking forward to hopefully having a smooth delivery at 9:45 Friday.

She's been pretty responsive (at least seemingly compared to other stories) throughout it - usually within a few hours I'll get a text back. But can't get her on the phone at all and 90% of the stuff would be way more efficient with a quick call. Maybe I'm just getting old.

 

[Zoidz]

Update: She came through and I think stuck around just past the end of her shift so I'll give her credit on that. Just added some stress to the day. Looking forward to hopefully having a smooth delivery at 9:45 Friday.

She's been pretty responsive (at least seemingly compared to other stories) throughout it - usually within a few hours I'll get a text back. But can't get her on the phone at all and 90% of the stuff would be way more efficient with a quick call. Maybe I'm just getting old.

My guide preferred email and text, and always responded within an hour or two. I do think they are supporting/processing hundreds(?) of customers at a time at various stages of the process, and it is probably more efficient/productive for them to do email and text as opposed to a phone call, unfortunately sometimes compromising customer satisfaction.

 

[GATA614]

My guide preferred email and text, and always responded within an hour or two. I do think they are supporting/processing hundreds(?) of customers at a time at various stages of the process, and it is probably more efficient/productive for them to do email and text as opposed to a phone call, unfortunately sometimes compromising customer satisfaction.

I'm sure there's something to that. And I totally get it from my line of work, too. CS told me that my guide said she has like 50-60 deliveries this week (and who knows how many other customers she's paired with waiting on deliveries in the next couple of months - I was a DM slated for, I'd guess, a January/February build that converted to a Quad in the shop).

 

[sub]

I agree - the guide program is not well implemented. I don't know if the guides are overworked, under trained, or under paid (and just don't care), or all 3. But in my experience the guides are completely worthless.

First guide ghosted me during the lead up to my purchase. The sale only completed because someone else stepped in at the last moment after texts, emails, and calls going into a black hole for months. 2nd guide was responsive, but when I had a problem, they couldn't fix it and in hindsight probably wasn't even trying to fix it. After 2 months of back and forth with no progress I went into a service center even though the guide told me not to, and the service center employee solved the problem in less than 1 minute.

In contrast to the guides, the service center employees have always been fabulous. I have had to deal with them far more than I would like - but at least they are responsive, friendly, and clearly trying.

 

[browniefed]

Had it magically switch from wire to lender check so I couldn't upload my wire confirmation. Had to email [email protected] the stuff and they took care of it.

 

[Zoidz]

I agree - the guide program is not well implemented. I don't know if the guides are overworked, under trained, or under paid (and just don't care), or all 3. But in my experience the guides are completely worthless.

First guide ghosted me during the lead up to my purchase. The sale only completed because someone else stepped in at the last moment after texts, emails, and calls going into a black hole for months. 2nd guide was responsive, but when I had a problem, they couldn't fix it and in highsight probably wasn't even trying to fix it. After 2 months of back and forth with no progress I went into a service center even though the guide told me not to, and the service center employee solved the problem in less than 1 minute.

In contrast to the guides, the service center employees have always been fabulous. I have had to deal with them far more than I would like - but at least they are responsive, friendly, and clearly trying.

I recall other people experiencing this ghosting/new contact black hole. I wonder if when guides leave the company, they don't have an automatic handoff to another guide, and customers get lost in limbo. No matter what is happening, something is broken and needs to be fixed.

 

[DSH]

I'd been hoping to lease an R1S, but the program hasn't started yet. Instead, I'm trading an owned R1T in on an R1S, then leasing another R1T. I made the lease / swap decision last minute (last week) and am picking both vehicles up tomorrow. My guide was absolutely flawless - let me preview lease agreement to make sure the math was what I was expecting, then hustled the R1T out of Ohio, to the east coast, kept in contact with the SC and made sure they prepped it in time for me to pick both vehicles up in the morning. Same guide I had with the original R1T (now 18 months old).

Clearly not all guide experiences are as good, but the good guides are out there.

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