Why has communication gone to ??

[Riviot]

Timeline
Early March: confirmed R1S configuration with buyer's address in Florida, delivery address at Portland SC, home address in WA; includes R1S, crossbars, charger, all weather floor mats
07May: UPS confirmation for a shipment headed to Tualatin SC (huh? That's weird)
21May: Picked up R1S, no accessories. Asked about them; received crossbars, told mats would ship directly, and charger is at Tualatin SC. "Do you have one here, or do we have to go pick it up?" "Yes it's at Tualatin." "Huh... That's weird, but it's only 20 minutes (the opposite direction), fine let's go."
21May driving home: contact customer service to ensure mats shipping address is update to home address. Nope, it was set to Tualatin, "but don't worry we can update that!" Confirmed correct address.
04Jun: follow-up, "Your request has been passed to the Gear team."
11Jun: same as above
14Jun: mats ship to Tualatin SC, I don't receive an email or ANY communication from Rivian about this.
18Jun: empty response to another follow-up, really frustrated at this point.
20Jun: mats arrive at Tualatin, no communication, no notification.
28Jun: I'm over this. Time to be a Chad. I contact customer service and tell them the entire known timeline and situation, I'm switched to Service Support and Roadside (huh?) who digs deeper and finds the above shipping date and says they can be picked up. HA!!!! Nope, give me tracking number and figure out a way to ship directly to me, as was discussed at time of purchase, as was CONFIRMED by a customer service rep on the phone the same day. "Okay let me switch you back to customer service, they can refund and recharge to have them shipped to the right address." I'm switched, CS rep has no idea what's going on, I start all over again. Explain it ALL OVER AGAIN, "oh boy that sounds annoying." NO SHIT, FIX THIS.

Latest rep is fixing it and supposedly following up later today by email to confirm.

Why did it take me pestering Rivian FIVE times about something I should have had at pickup? They're floor mats, cheap and take up little space, not an RTT or other large/expensive item. This has been my first negative experience with Rivian. Am I wrong for going Full Chad?

In better news, my frustration during the 30+minute chat led to a new 30 minute PR on Peloton!

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[Dark-Fx]

You need an accountabilibuddy who works at Rivian

 

[COdogman]

It definitely seems we are seeing more and more stories of communication failures, not less.

On a certain level I feel like every company I call is this bad lately (looking at you Cigna), but it's a terrible excuse. They just need to do better.

 

[UnsungZero_OldTimeAdMan]

It definitely seems we are seeing more and more stories of communication failures, not less.

On a certain level I feel like every company I call is this bad lately (looking at you Cigna), but it's a terrible excuse. They just need to do better.

I think anyone who’s held corporate jobs and survived layoffs know the reason. This kind of customer experience is expected when they do business with companies who say they ”run a lean ship”. Employees stressed and stretched thin. They’re just trying to get through each day and could care less about “passion” and going the extra mile.

 

[COdogman]

I think anyone who’s held corporate jobs and survived layoffs know the reason. This kind of customer experience is expected when they do business with companies who say they”run a lean ship”. Employees stressed and stretched thin. They’re just trying to get through each day and could care less about “passion” and going the extra mile.

I agree 100%. And it seems everyone is running lean these days.

 

[PappaBolt]

Overall comms continues to be a wiff. Is Tony still there? Rivian is terrible at refunds. It would be easier to go pick them up depending on distance.

Maybe they just need to spin off the gear shop to be managed by a 3P. There are some great vendors here that excel at customer service.

 

[Mr. Ham]

At least you have your health!

a new 30 minute PR on Peloton!

 

[PappaBolt]

I agree 100%. And it seems everyone is running lean these days.

certainly true in my industry

 

[UnsungZero_OldTimeAdMan]

I agree 100%. And it seems everyone is running lean these days.

My work-life for the past 3 years. As if waiting for delivery wasn't enough of a roller coaster. Wasn't even sure I'd go through with it. Remains to be seen if it was a mistake.

 

[Riviot]

I think anyone who’s held corporate jobs and survived layoffs know the reason. This kind of customer experience is expected when they do business with companies who say they”run a lean ship”. Employees stressed and stretched thin. They’re just trying to get through each day and could care less about “passion” and going the extra mile.

I don't need passion, I need a tracking number with a delivery address of my house, pretty straight forward task.

It would be easier to go pick them up depending on distance.

6 hour round trip, plus charging time. Per diem + mileage + PITA fee > shipping me a new set to the actual address I confirmed with 3 different people at the company.

 

[COdogman]

My work-life for the past 3 years. As if waiting for delivery wasn't enough of a roller coaster. Wasn't even sure I'd go through with it. Remains to be seen if it was a mistake.

I can empathize with that. Being a small business owner means every month could be your last. Likewise I am always wondering if I made a mistake taking delivery, but life is too short. If I have to get rid of it then I will but would still be happy that I got to enjoy it for as long as I did.

 

[Riviot]

Well finally got my response, still not fixed. The Tualatin and Bellevue service center are working together "to see what they can do to get them to me as quickly as possible."

I just ordered another set. It takes 60 seconds to make a shipping label. I even offered to make them one with dimensions/weight! This is absurd.

 

[jimmyb2]

Am I wrong for going Full Chad?

In my opinion, yes. Seems it would be easy to cancel the order, and reorder to desired address.

 

[Riviot]

In my opinion, yes. Seems it would be easy to cancel the order, and reorder to desired address.

It was part of the vehicle purchase, so no, can't cancel the order. Others who've had trouble with accessories had to wait months for a refund against vehicle purchases.

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