Pickup tomorrow - no guide yet!

[RivianBlue21]

I’m scheduled to pick up my car tomorrow, May 30th, about an hour and a half away (Eastvale, CA). Not looking forward to that drive, especially when I am still so in the dark about what’s to come.

I have not been assigned a guide yet. I haven’t even finalized my payment details because I got my lease offer and it’s $30/mo higher all of a sudden without explanation.

Calls to Rivian just get promises of return calls later, which never materialize.

what is going on? Is it typical not to make contact with a guide until 24 hours out?

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[Cycliste]

https://www.rivianforums.com/forum/...d-by-service-centers.27061/page-5#post-530386

I think they are gone

 

[RivianBlue21]

Confirmed. I spoke to a representative today extremely frustrated that I am 24 hours from pickup and have no guidance on so many issues. I said “aren’t I supposed to be assigned a guide or something?” And he said “… the process is a bit different now.”

 

[COdogman]

Rivian really needs to improve the purchase process. This happens way too often And it’s 100% avoidable.

Obviously I wouldn’t take delivery until you get your questions answered, but the good news is once that happens the actual pick up at the service center is very easy and quick. So even if you get delayed it won’t be for long.

 

[UnsungZero_OldTimeAdMan]

Guides are mostly yesterday’s news. Don’t expect one. You’ll get contact from delivery specialist at Eastvale. Beyond that, you’ll be dealing with corporate customer service on issues as well as Eastvale staff. If delivery doesn’t change, gather all your questions to ask at delivery. Or call the customer service number at start of business day, to avoid long wait. They are aggressively targeting positive revenue later this year and is now running a lean ship. Fewer people to do more work. You know what means.

 

[natcc99]

Good luck with your pick up.
Please update us on how it goes. I'm curious because I will be ordering mine soon and my pick up for my Tesla was a nightmare. I'm hoping the Rivian experience will be better.

When the representative said "process is a bit different", did he provide more details on the delta?

 

[rhumbliner]

I picked up my 2023 R1T on May 17 and the only contact I had was 2 days before when I finally contacted the service department. They were extremely helpful but it was a little nerve wracking. But, since it was my 2nd R1T I pretty much knew the drill.

 

[Sparty]

Just text them. They respond every time and pretty quickly.

 

[DuoRivian]

Guides have gone and you have general customer service - not sure what the issue is. As for your lease payment I am sure they have calculated it correctly and you are getting a great vehicle so enjoy.

 

[blackheart571]

How did I get a guide assigned to me yesterday morning??? I guess I'm super lucky then based on all these comments. ? The service center texted me his name and all his contact information. I even got a link to get on his calendar for a call a few hours later. We chatted yesterday afternoon and we're working very closely for my delivery on Friday. I wonder if the service center made sure one was assigned to me since I got nothing else from Rivian. ? It sounded like he was a guide for a lot of other people too. I'm so used to Tesla and how horrible the buying experience is with them, that it's weird having someone specific there to answer your questions and an actual person to talk to.

 

[UnsungZero_OldTimeAdMan]

How did I get a guide assigned to me yesterday morning??? I guess I'm super lucky then based on all these comments. ? The service center texted me his name and all his contact information. I even got a link to get on his calendar for a call a few hours later. We chatted yesterday afternoon and we're working very closely for my delivery on Friday. I wonder if the service center made sure one was assigned to me since I got nothing else from Rivian. ? It sounded like he was a guide for a lot of other people too. I'm so used to Tesla and how horrible the buying experience is with them, that it's weird having someone specific there to answer your questions and an actual person to talk to.

They may still be called guides, but the organizational structure is different now. Your "guide" may actually just be another customer service generalist or service center staff. All we know is the whole "guide" system as we knew has changed. What is new exactly, is unknown.

 

[iansriv]

OP: agree that this is not ideal. Not sure why this keeps happening. I kept my days flexible and my expectations minimal. I was supposed to get my car "after 2024" then Q4 of 2023 and then suddenly I was told it would be in a few days in August 2023. Not the smoothest delivery but everyone was trying their best. All the best.

 

[blackheart571]

Interesting....They still called him a guide when they texted me his information and said he was assigned to me. His email also is guide(name)@rivian. Maybe they just changed what the guides do or maybe I got assigned one of the last few guides before it fully gets discontinued. ?‍

 

[UnsungZero_OldTimeAdMan]

Interesting....They still called him a guide when they texted me his information and said he was assigned to me. His email also is guide(name)@rivian. Maybe they just changed what the guides do or maybe I got assigned one of the last few guides before it fully gets discontinued. ?‍

Yah, some people still have guides in your account/app. Some have just Customer Service contact. It's probably a situation that hasn't been fully fleshed out.

 

[blackheart571]

Yah, some people still have guides in your account/app. Some have just Customer Service contact. It's probably a situation that hasn't been fully fleshed out.

That's very interesting because in my account it just says Customer Service and the general phone number. It doesn't have him listed. I only had his information because the local service center texted it all to me.

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