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

[Gen(R3)Xer]

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 Pamela 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.

Maybe with Rivian cutting jobs the Guides feel vulnerable, like if a manager gets involved in one of their customer interactions it’s going to put a target on their backs? Just a thought.

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[Killer95Stang]

Oof.... this sounds too much like "I pay your salary" to me...

 

[godfodder0901]

I agree with the OP.

It is crazy that the customer service rep couldn't just type. "Hi. Manager here. The answer is still no." I mean this is going down via text. How hard is it for them to claim that a "manager" typed the response. The fact that they won't even lie about the response coming from a manager says a lot about their company culture.

I'm sorry, what? You are seriously criticizing Customer Service reps for NOT lying to customers? This has to be some f*cked up sarcasm that I don't understand...

 

[HaveBlue]

Not sure why you want the rivian wall charger. Cheaper ones with more functionality out there.

 

[HighVoltOverland]

I’m so sorry they treated you this way

don’t they know who you think you are?!

 

[lefkonj]

I wouldn't buy the Rivian charger anyway. The Tesla universal, JuiceBox, GRizzl-e Duo, and plenty of others are cheaper and work perfectly. If you aren't happy with the price buy something else. No drama required.

 

[Hillbilly]

Entitled much? Good Lord. Based on the op, it's about time the people you interact with started telling you no so you can start to understand what the word means.

 

[Sgt Beavis]

The Karen is strong with this story..

 

[Zeusy Zeus]

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.

That’s the full story minus my 2 failed delivery attempts prior due to bad vehicle conditions. Every time I get excited to get this vehicle I’m reminded why I get that bad gut feeling and have been hesitant all along. I asked to speak with management before got shut down this time again. I literally want to just tell them my experience to make sure they know what’s happening.

 

[Zeusy Zeus]

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!

Appreciate the response here Mtn well said. I will say I’ve spoken with many people who haven’t had the issues I had with delivery and the fact I had 2 back to back people think is absurd. Literally everyone I’ve told who owns a Rivian thinks I just had really bad luck. The ones who don’t own a Rivian said I’m crazy for even thinking about giving them another shot. “If delivery is that bad imagine the nightmare that comes after with service and what not.” Now all things considered I’ve been an avid supporter of Rivian since the beginning and I would have had one in 2022 had it not been that I’m in Miami (I feel like we definitely got the roll out much later than west coast).

As for the management situation yeah I asked to speak to them before and received no replies. Probably because they didn’t want management to find out with all the layoffs going on. The thing is it’s not the guides fault I have no problem with them minus their initial lack of communication. I know they’re busy and have been swamped so I try to be reasonable. But purchasing a vehicle is a big commitment and no one should go into it thinking if things go wrong I can’t even express my concerns to management?…

I will try again today and post back their response. You will see I’m not overreacting. Wish I was tbh.

 

[Redline]

That’s the full story minus my 2 failed delivery attempts prior due to bad vehicle conditions. Every time I get excited to get this vehicle I’m reminded why I get that bad gut feeling and have been hesitant all along. I asked to speak with management before got shut down this time again. I literally want to just tell them my experience to make sure they know what’s happening.

 

[Zeusy Zeus]

Same as the customers have all the rights to voice their concerns to whoever is keen to listen to it.
?

Isn’t that the point? To feel heard? That’s why we come on here to vent and speak with each other whether good or bad? Speaking with management should be afforded to customers because no offense often times those working the phones in support are clueless and limited on their ability to resolve certain issues. For example how many times do you call in for support and speak to someone in the Philippines? They’re literally reading from lines. I don't have time for all that, sure go through your prompts but ultimately I need someone who can make a decision and/or credit my account for lack of service or disruption.

Just to beat the dead horse here. If you buy any vehicle from any automobile manufacturer here in the U.S. and you want to speak with management you can literally go into the dealer and speak with them. On the phone you can speak with them. Why should Rivian or any other company be different? It’s not just about the product quality… SERVICE should be top priority. You working tech support should understand that more than anyone.

 

[Zeusy Zeus]

Entitled much? Good Lord. Based on the op, it's about time the people you interact with started telling you no so you can start to understand what the word means.

Entitled because I want to speak with management and I’m tired of half ass customer support from Rivian? Yeah ok buddy great response ??

 

[Zeusy Zeus]

I literally posted a screenshot of the conversation stop the nonsense.

 

[Redline]

That doesn’t prove anything.

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