Not allowed to speak with management? Say what?!!

[Zeusy Zeus]

Hey everyone so after 2 bad delivery attempts with Rivian and a nightmare of back and forth communication mostly non existent on Rivians end I’m back trying to give them a 3rd chance.

So long story short I finally received all my refunds it took forever but I got them minus my original $1k deposit. I ordered the R1S with the XPEL deal and the car came out to $92,800 with a lease. I asked my guide (took the name out) if I could get a battery charger with the price I paid for before since the gear shop had it for $800 and I remember paying $535 for it before. This is the response from my guide when I asked to speak with management about this… (see image below)

They are literally denying me my right to speak with management. By the way this isn’t the first time. When I had issues before with my deliveries I was also denied the ability to speak with them. I wanted to inform them on what was happening and I never could.

So you mean to tell me if I have an issue with the company or the car or the guides there’s no one I can speak with? This is insane to even think about for a second. Please tell me no one else has had this kind of experience and if you’ve been able to speak with management please let me know how I can get ahold of them because this definitely can’t be right.

My mind is literally ?… jeez right when I try to give this company a 3rd chance. Please make it make sense.

Update: My issue isn’t the wall charger price it’s the lack of ability to connect with management. Where’s the accountability here. Too many people were hung up about the wall charger situation in the comments. That’s what brought me to think about discussing with management and reminded me that I never got afforded the opportunity to.

For more simplicity I’ve attached the more of the conversation below which I had yesterday. Never did get a response if I could speak with management.

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[rivianbuff]

RJ is pretty responsive on X, but reading your post… I am not sure why you are upset… you want a Wallcharger for less than the stated price… it doesn’t take a manager to say no.

 

[Riviot]

my right to speak with management

 

[gregtay]

Sounds like management made their decision and they don't believe a phone call is needed since they are not going to change their mind. Would it make you feel better for a manager to call you and say "no"?

It is quite common for CS reps to refrain from escalating calls to management unless it is really needed. You are asking for a discount and the CS rep knows the answer. I remember a few other threads where people wanted the old price on the charger and the answer was "no". So at least they are being consistent and fair.

 

[10BladeDad]

Chill my dude, just split the difference & go buy the Tesla Universal Charger for $620 bucks

 

[ThumprMN]

It feels like we are only getting a slice of the story. The screenshot doesn’t match what you are claiming (post title seems a tad hyperbolic). You may want to consider taking a deep breath and a walk around the block.

I’m get the impression that it’s not wise to ever tell you “No” or disagree with you if you’ve made up your mind. Put yourself in the shoes of the Rivian guide.

 

[mikehmb]

 

[Zeusy Zeus]

Sounds like management made their decision and they don't believe a phone call is needed since they are not going to change their mind. Would it make you feel better for a manager to call you and say "no"?

It is quite common for CS reps to refrain from escalating calls to management unless it is really needed. You are asking for a discount and the CS rep knows the answer. I remember a few other threads where people wanted the old price on the charger and the answer was "no". So at least they are being consistent and fair.

I actually still want to tell them my experience from before so they understand my frustration.

 

[Redline]

I’m just gonna go on a limb and say you shouldn’t get a Rivian.

 

[MtnRiv]

I don’t know the whole story and I would rather give the benefit of the doubt. I assume you want a discount because Rivian screwed up 2 delivery attempts. Did you talk to the manager about those issues? Or do you only want to talk to them about the price break for the wall charger?….hint….hint?. Maybe the information that is being passed on to management is, “this dude wants a charger for the introductory price!” Maybe you should try a different approach. “I would like to talk to management about the constant issues I have had on Rivian’s part regarding my botched deliveries”. They are more likely to respond to customer complaints, rather than I want some at a discount requests.

It sounds like you canceled your original order(s), so this might be too late anyway. I would think Rivian would care more about the fact they screwed up two deliveries and would be chomping at the bit to make it right. It is all about the delivery….

Sometimes, I have to check myself and analyze if it is them or if it is me. If no one else has problems like you, maybe it is you. Not trying to be a jerk, that is the way I have to look at things when I feel wronged. Sometimes, it IS me and I have to check myself. If you swear that you have been a good boy the whole time and there is not a chance something else is at play here, then keep trying to get to a manager and explain what happened with the deliveries. in my experience, if they are in the wrong, doing something for the customer to make it right is at the top of the list. Maybe then, you can get your discount. Good luck!

 

[ndmiller]

Buying an EV online to be delivered at a Rivian service center precludes behavior that occurs at legacy car dealerships.

• There is no Management per se like a legacy dealership, not part of their business model.
• Discount vehicles or accessories except in certain circumstances as part of their SOP or announced deals which are automatically added (how I was shipped a free charger).
• They don't respond to customer emotions with different answers that previously provided.

I have to admit while I was frustrated during my buying process (insurance proof was impossibly hard and denied 4 times), the other side of the coin was a pretty smooth enjoyable buying experience. The more I felt the need to go Jersey or New Yorker, the more I understood only I would be upset and loose sleep, my guide wasn't having any of it.

 

[evguy]

What is a "right to speak with management"? Something in the Constitution? Not sure what the problem is here. You tried haggling over the price of a wall charger and were (not surprisingly) rejected by customer service. Life goes on. Not clear to me if you are still taking delivery of the vehicle, but if you are, I hope you enjoy it!

 

[cohall]

Given you've returned or declined two previous vehicle deliveries, I'm sure Rivian management is plenty aware of you and your concerns. And I honestly don't mean that in a snarky way at all. My guess is that they feel they've already gone above and beyond for you (whether or not that's true or you agree with it), and at this point they're not willing to make any more "concessions".

 

[Electrified Outdoors]

Yeah they should let you talk to a supervisor but it sounds like they aren't going to do that because the decision has already been made.

I would just get the Tesla Universal wall connector instead. I mean you are getting the ppf which is a $5,000 value so at least you're getting that. The only other option is to cancel.

https://amzn.to/3xRxNFl

 

[Rivtony]

I've been in tech support for most of my professional career and I'm still baffled by people who believe that "speaking to a manager" is a constitutional right!

It's a free market and companies have the right to run their customer engagement teams as they see fit.
Same as the customers have all the rights to voice their concerns to whoever is keen to listen to it.
?

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