So what is up with this company?

[KRG]

Did you actually lock in a configuration or just place a $1000 reservation? If the former, I agree Rivian should be calling people with a thorough explanation. If the latter, these things happen often, even with legacy automakers.

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[Friscorays]

.....thoughts

Only one thought really: goodbye Glenn.

 

[Hillbilly]

I think it's a good idea. If you're not happy, then get your money back.

Disclaimer: This poster is not a lawyer, so please don't take his advice as legal services unless there's a settlement in favor of the reader. In this instance, a 33% fee will be added to the bill payable immediately.

As an attorney, I can confirm. Fee increases if suit needed or case goes up on appeal.

 

[Dark-Fx]

- Chevrolet, whose CEO said in 2021 that they would surpass Tesla in deliveries by 2025, and has repeatedly failed on delivery promises since then. I still have a day one Silverado EV reservation, after over a year, last week I finally got some communication from Chevrolet telling me I could reserve either black or white with no firm timeline, or I could wait for another color with an even less firm estimate of an unknown timeline, lol. And I got that email on Thursday March 21, with the email stating that (after waiting for years) I had to decide what I was doing by Thursday March 20. March 20 was Wednesday, not Thursday, lol. So I had to decide the before, or the day I got the email. Really?

GM had some issues with their e-mail system surrounding EV reservations a while back, causing failed mail delivery. I reported it and they fixed that specific problem, but since it's a third party system, I would not be surprised if it happened again.

 

[Gen(R3)Xer]

So I test drove a R1T in Chicago and liked it so I went ahead and placed an order for a fully loaded R1T EV Truck in January. Then I get a form letter email basically saying “hey we ain’t building your $100K truck” and if you want one you can find one from our existing inventory.

What kind of company does this? Nobody has reached out to me explaining the situation or giving me options - just a form email. I know most of the people on this forum are all in on Rivian but this is a really bad experience for new customers - I am going to bail and try and get my $1K down payment back as it just seems like this company can not be long for this world with this commercial ineptitude? thoughts

I received an email on March 11th stating that I should contact the dealer I specified in my RST First Edition reservation to order the RST First Edition with free 19.2 kW charger as a gift. Received an email today 3/25 that Friday 3/29 is the last day to order.

This is poor communication, but the end of March deadline is because it’s the end of the quarter. Everyone is scrambling for sales, so their stocks don’t tank.

 

[White Shadow]

What kind of company does this?

Try to get Toyota to build you a Supra. Ain't happening. They'll tell you to find a dealer that has an allocation and buy whatever color/options/features they have on a vehicle eventually being shipped to the dealership. People can't even get the color they want unless they get lucky.

 

[cjust2006]

So I test drove a R1T in Chicago and liked it so I went ahead and placed an order for a fully loaded R1T EV Truck in January. Then I get a form letter email basically saying “hey we ain’t building your $100K truck” and if you want one you can find one from our existing inventory.

What kind of company does this? Nobody has reached out to me explaining the situation or giving me options - just a form email. I know most of the people on this forum are all in on Rivian but this is a really bad experience for new customers - I am going to bail and try and get my $1K down payment back as it just seems like this company can not be long for this world with this commercial ineptitude? thoughts

Lol then leave. They're retooling and upgrading. Every company does it. They're going to resume custom builds but they can't very well do that while the machines aren't running can they? Your choice is to wait a little longer or get something from inventory.

 

[Asheville]

The issue is the complete lack of communication / customer service around this issue. I locked in a configuration in January, paid an $1000 deposit and was told my truck would be delivered in 1-4 months. then after 2 months I receive a form email saying my truck will not be produced and to select one from existing inventory. Then on my Rivian homepage my RT1 configuration went blank. There was nothing saying what my options were / explaining that I could wait for my preferred configuration at a later date. I have sent 3 follow up emails only to receive this response :

Hi there,

We're experiencing higher contact volume than usual. Please sit tight, and we’ll get back to you as soon as possible. If this is a service-related issue, please reach out to our Service Support team at [855-748-4265] or request service through the Account section of your Rivian app.

Rivian's Customer Engagement Center


But they have not gotten back to me at all. Per many of you on this site, this is all perfectly fine and I should not be upset with Rivian or concerned about the lack of customer support or engagement. I would think if a struggling company is making a decision to halt production, and risk alienating new customers who are paying premium prices for their top of the line vehicles that they would have a plan to reach our proactively, in person and explain the situation and what my options are but I guess that is not how Rivian works.

 

[Count Orlok]

enjoy your Dodge!

 

[COdogman]

The issue is the complete lack of communication / customer service around this issue. I locked in a configuration in January, paid an $1000 deposit and was told my truck would be delivered in 1-4 months. then after 2 months I receive a form email saying my truck will not be produced and to select one from existing inventory. Then on my Rivian homepage my RT1 configuration went blank. There was nothing saying what my options were / explaining that I could wait for my preferred configuration at a later date. I have sent 3 follow up emails only to receive this response :

Hi there,

We're experiencing higher contact volume than usual. Please sit tight, and we’ll get back to you as soon as possible. If this is a service-related issue, please reach out to our Service Support team at [855-748-4265] or request service through the Account section of your Rivian app.

Rivian's Customer Engagement Center


But they have not gotten back to me at all. Per many of you on this site, this is all perfectly fine and I should not be upset with Rivian or concerned about the lack of customer support or engagement. I would think if a struggling company is making a decision to halt production, and risk alienating new customers who are paying premium prices for their top of the line vehicles that they would have a plan to reach our proactively, in person and explain the situation and what my options are but I guess that is not how Rivian works.

Again, why don’t you share the “form email” you keep referring to?

Rivian has been transparent about the factory shutdown for retooling. It’s been openly discussed for months now.

You can continue throwing a fit and take your $ elsewhere, buy one from the shop, or you can wait until after the shutdown and get exactly what you wanted. Early reservations who waited for years are not likely to be overly sympathetic to someone who just reserved 3 months ago.

 

[Dark-Fx]

The issue is the complete lack of communication / customer service around this issue. I locked in a configuration in January, paid an $1000 deposit and was told my truck would be delivered in 1-4 months. then after 2 months I receive a form email saying my truck will not be produced and to select one from existing inventory. Then on my Rivian homepage my RT1 configuration went blank. There was nothing saying what my options were / explaining that I could wait for my preferred configuration at a later date. I have sent 3 follow up emails only to receive this response :

Hi there,

We're experiencing higher contact volume than usual. Please sit tight, and we’ll get back to you as soon as possible. If this is a service-related issue, please reach out to our Service Support team at [855-748-4265] or request service through the Account section of your Rivian app.

Rivian's Customer Engagement Center


But they have not gotten back to me at all. Per many of you on this site, this is all perfectly fine and I should not be upset with Rivian or concerned about the lack of customer support or engagement. I would think if a struggling company is making a decision to halt production, and risk alienating new customers who are paying premium prices for their top of the line vehicles that they would have a plan to reach our proactively, in person and explain the situation and what my options are but I guess that is not how Rivian works.

I don't think Rivian is for you my friend. Perhaps you'll be happier in a Cybertruck.

 

[beyondgravity]

So I test drove a R1T in Chicago and liked it so I went ahead and placed an order for a fully loaded R1T EV Truck in January. Then I get a form letter email basically saying “hey we ain’t building your $100K truck” and if you want one you can find one from our existing inventory.

What kind of company does this? Nobody has reached out to me explaining the situation or giving me options - just a form email. I know most of the people on this forum are all in on Rivian but this is a really bad experience for new customers - I am going to bail and try and get my $1K down payment back as it just seems like this company can not be long for this world with this commercial ineptitude? thoughts

It is a great company, Owners love their vehicles and I am one of them. It is a start up and they may not have all the customer interaction models in place.

As others have said that they are taking down the line to improve the manufacturing efficiency. You can always chat or call them to get the details. Not ideal; but if you love the vehicle, it really worths it.

 

[Redline]

The issue is the complete lack of communication / customer service around this issue. I locked in a configuration in January, paid an $1000 deposit and was told my truck would be delivered in 1-4 months. then after 2 months I receive a form email saying my truck will not be produced and to select one from existing inventory. Then on my Rivian homepage my RT1 configuration went blank. There was nothing saying what my options were / explaining that I could wait for my preferred configuration at a later date. I have sent 3 follow up emails only to receive this response :

Hi there,

We're experiencing higher contact volume than usual. Please sit tight, and we’ll get back to you as soon as possible. If this is a service-related issue, please reach out to our Service Support team at [855-748-4265] or request service through the Account section of your Rivian app.

Rivian's Customer Engagement Center


But they have not gotten back to me at all. Per many of you on this site, this is all perfectly fine and I should not be upset with Rivian or concerned about the lack of customer support or engagement. I would think if a struggling company is making a decision to halt production, and risk alienating new customers who are paying premium prices for their top of the line vehicles that they would have a plan to reach our proactively, in person and explain the situation and what my options are but I guess that is not how Rivian works.

I think you should find another vehicle.

Rivian isn't for you.

 

[KRG]

I think you guys are being unreasonable. Not everyone is a fanboy/girl reading auto forums like us and they could’ve communicated this better to customers that have placed and locked in orders. The guy ordered a custom truck then Rivian said sorry we didn’t get to it before we shut down the line didn’t call to apologize.

This IS how it goes with startups though. Rivian is actually one of the better ones. My experience with their customer reps was phenomenal.

Asheville, The R1T is an awesome truck and I’d encourage you to wait out the shutdown and reorder your truck (prob a month out). Hopefully you’re near the top of the list since you ordered months ago but I can’t say how that will work.

 

[Zoidz]

The issue is the complete lack of communication / customer service around this issue. I locked in a configuration in January, paid an $1000 deposit and was told my truck would be delivered in 1-4 months. then after 2 months I receive a form email saying my truck will not be produced and to select one from existing inventory. Then on my Rivian homepage my RT1 configuration went blank. There was nothing saying what my options were / explaining that I could wait for my preferred configuration at a later date. I have sent 3 follow up emails only to receive this response :

Hi there,

We're experiencing higher contact volume than usual. Please sit tight, and we’ll get back to you as soon as possible. If this is a service-related issue, please reach out to our Service Support team at [855-748-4265] or request service through the Account section of your Rivian app.

Rivian's Customer Engagement Center


But they have not gotten back to me at all. Per many of you on this site, this is all perfectly fine and I should not be upset with Rivian or concerned about the lack of customer support or engagement. I would think if a struggling company is making a decision to halt production, and risk alienating new customers who are paying premium prices for their top of the line vehicles that they would have a plan to reach our proactively, in person and explain the situation and what my options are but I guess that is not how Rivian works.

Could the responsivness be better? Yes. Have some of us early orders been through similar communication delays/problems with Rivian for 1 - 2 - 3 years and still had a satifactory or fantastic outcome at the end? Yes.

If you want to complain, take it up with Tony Caravano, Head of Customer Engagement - [email protected] .

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