Abysmal Customer Service.

[Voya6er]

Hello group.
I am two weeks into one of the worst customer service experiences I have ever had with any product. And this is just to purchase the product. Cant wait until "service after the sale" nightmares begin.

My current "Guide" (my 5th) is now refusing to escalate my issue, he is insisting on "resolving this matter over the phone rather than in writing", and refusing to give me an email address to which I can send my complaint and supporting screenshots.

I like the Rivian product and I dont wanna contribute to any more drama about EV's so I I would prefer not to take this to consumer protection arena's; and I would rather not air their dirty laundry here.

Does anyone have a functional email address to an effective member of management at Rivian that they can PM me.

Thank you for your help.

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[Davethadog]

The title is “abysmal customer service” but you don’t want to “air dirty laundry” on a public forum with a bitchy title and won’t provide any details. Rivian service does have a poor reputation in some places but you also sound like a peach.

 

[MountainBikeDude]

Not sure the issue you are having, but if you're on your 5th guide, it might not be Rivian that's the problem....

"if everyone in the room is an a$$ho!e.... it might be you"

 

[COdogman]

 

[Davethadog]

Not sure the issue you are having, but if you're on your 5th guide, it might not be Rivian that's the problem....

"if everyone in the room is an a$$ho!e.... it might be you"

Rivian does change guides like every other day. The entire concept I believe is being phased out.

 

[Voya6er]

Not sure the issue you are having, but if you're on your 5th guide, it might not be Rivian that's the problem....

"if everyone in the room is an a$$ho!e.... it might be you"

Exceptionally valid and very real potential explanation. If you have an email address ending in @rivian.com I'll be happy to share more of the situation with you so that you would understand more and assume less.

 

[Voya6er]

The title is “abysmal customer service” but you don’t want to “air dirty laundry” on a public forum with a bitchy title and won’t provide any details. Rivian service does have a poor reputation in some places but you also sound like a peach.

Cute but not very useful. I provided enough information to make it clear who I needed to address my issue to. IE: I dont need an email address to someone in the finance department, and I dont need a catch-all address to the I-love-rivian department. I need an address to resolve an ongoing and deepening issue with their customer service. Pretty simple. Nobody here can resolve the issues so I dont need to elaborate here. I am a fan of Rivian. I'm a huge fan. Im just having exceptional difficulty getting a few issues addressed. They dont necessarily need to resolve the issues, but they do need to address the issues. You can do neither and apparently cant provide a useful response to this post. What is the purpose of your participation in my inquiry

 

[Voya6er]

Rivian does change guides like every other day. The entire concept I believe is being phased out.

I understand that their process is undergoing amazing growth. Im all for it. I sincerely love their success. But while feverishly pursuing tomorrow, lets not forget about the customers who are right here...right now...begging you to take their money.

 

[Rivian Head]

Yea, my next service appointment for a motor failure is at the end of September. Meanwhile I can’t tow, and only able to drive max speed of 42 mi/ hr. 2 months wait is so ridiculous.

 

[ads75]

Yea, my next service appointment for a motor failure is at the end of September. Meanwhile I can’t tow, and only able to drive max speed of 42 mi/ hr. 2 months wait is so ridiculous.

Fully agree that's awful. I would try and push to drop it off at a Service Center and get a loaner/rental, so you can at least travel on a highway.

 

[Tr4ckD4ys]

Hello group.
I am two weeks into one of the worst customer service experiences I have ever had with any product. And this is just to purchase the product. Cant wait until "service after the sale" nightmares begin.

My current "Guide" (my 5th) is now refusing to escalate my issue, he is insisting on "resolving this matter over the phone rather than in writing", and refusing to give me an email address to which I can send my complaint and supporting screenshots.

I like the Rivian product and I dont wanna contribute to any more drama about EV's so I I would prefer not to take this to consumer protection arena's; and I would rather not air their dirty laundry here.

Does anyone have a functional email address to an effective member of management at Rivian that they can PM me.

Thank you for your help.

Instead of being a little b**** - why don’t you just tell us what happened?

 

[Zoidz]

RJ Scaringe - [email protected]
Tony Caravano - [email protected]

 

[runbuh]

I understand that their process is undergoing amazing growth. Im all for it. I sincerely love their success. But while feverishly pursuing tomorrow, lets not forget about the customers who are right here...right now...begging you to take their money.

I'm guessing you're not close to a Rivian Space. If that's the case, and if this is really important to you, I would say you need to book a test drive at a nearby service center, and actually use that time to bend someone's ear in person.

 

[VSG]

I can't even imagine what a pre-sales problem that needs "suporting screenshots" could be.

You could try asking your questions here you know - lots of people on this forum can probably give you a better answer than customer support because a lot of us have real practical experience with the vehicles and the buying process.

But if you're trying to get a CS employee to put something in writing to contractually obligate Rivian to do something other than what they normally do, then that's not gonna happen.

 

[Redline]

Yea, my next service appointment for a motor failure is at the end of September. Meanwhile I can’t tow, and only able to drive max speed of 42 mi/ hr. 2 months wait is so ridiculous.

No way is this true.

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