a recent chat

[milliemc]

https://stories.rivian.com/rivian-adventure-network-blue-ridge-parkway

https://stories.rivian.com/dual-motor-production-ramp-2023
Hi all, thought I would share a chat I had minutes ago with a service rep on chat. Thi is my third chat, and have had one e-mail on when we can configure our R1T. Looks like it might be in my life time--don't know.



Chat started: 6:02 AM
Hello Jim Im Rachael, how can I help you today?

Customer Service Specialist
HI Rachael. This is Millie writing you this morning.
Hello Millie!
We would like to know if we could use the Phoenix, AZ delivery Center as our delivery address. Since you don't have Service Centers yet here in NM Denver is a few. hours closer--but the weather is getting dicey--or will be soon.
Great question, can you verify your email address for me?
We have had a deposit and reservation since July of last year and would like to get our R1T sooner than later.
***********************************
Execellet, give me one moment to look into this for you.
Thanks so much!
Of course, it looks like I wouldnt be able to add a service address for your primary address. If you have a friend or relative address you can use that would be fine...
My primary address, the billing address, would stay the same. I understand from talking with people on the blog that they have done this--
We just need to pick it up at the Phoenix Service Center.
We considered the Denver area--and have friends that live there but that area will start getting snow soon.
I understand, but your primary address determines what service center you will pick up at. To ensure the best service we will like the service center to be within a certain range of where the vehicle is going to live, so I wouldnt be able to just change your delivery location for pickup if your primary address isnt in the same proximity if that makes sense.
It is 5 hours to Denver from Santa Fe and about 7 hours to Phoenix. And I have been told by other NM folks that they have received service here in NM from someone who lives in Albuquerque.
If we are willing drive to your service center to pick up our vehicle, why would you say no? We have been willling to drive to Normal, ILL to pick it up--and guess we could. That would be more like a 2 day drive.
We are 77 years old and would like to get our truck soon.
It would make my husband very happy.
I understand your concern and I am not saying no, I am only able to do what I am allowed to do, also I would love to help you make your husband very happy.
Give me one moment to see if there any other options for you
thank you.
Hear is what we can do, once you are invited to configure and confirm your account, you will be assigned to a guide which will go through the digital purchase process with you. At this point, you will be able to discuss where you want to take delivery and you and your guide can update this at that point.
ok--if that means soon. I've been told in the past that we wouldn't be invited to configure because NM doesn't have a search center.
You will still get the option to configure
I like your idea--but only if you re saying you are going invite us to configure soon.
soon?
I've been in contact with you all several times in the past now.
I don't have a specific time frame as to when you will be invited, right now we are working on some of our earlier reservation holders from May 2022
After we are done with this batch we will send out the next batch of invites!
ok--sounds good, I guess.
I guess I will check back in a month or so---if I don't hear from you all.
Thanks for your time and attention. I do appreciate it..
We definitely would love to see you take delivery soon and appreciate your patience during this process.
It was my pleasure helping you, you have a great rest of your day!

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[COdogman]

I had heard that Rivian has a service center now planned for NM, going the same route that Tesla did locating it on Pueblo land. That probably won’t speed up your process any, but it does mean they can’t keep using the lack of service in NM as an excuse to not deliver there.

It sounds like they are open to allowing you to pick up at another service center so I hope they do as they say. My suggestion would be to nicely follow up every week or 2 weeks. I know that is a frustrating process too, but this way you stay on their radar and it might speed it up a little!

 

[Donald Stanfield]

I wish you would have separated out the different people in the conversation when you posted it. It is really hard to read as is.

 

[R1S88]

Why not just do Denver and hope for a sunny day?

 

[Joe Hoffman]

For over two years, I had been talking to my guide about Costa Mesa service center pick up location. But when it came to the final step, they assigned me to San Diego. I tried to change it back to Costa Mesa but no luck. So rather than delay, my delivery, I went to San Diego. Not a big deal just a bit irritating that they changed it without Working with me.
their argument was San Diego was closer. Perhaps if I was a bird, but not by Highway.

i’m curious if I’m going to have any problems getting service in Costa Mesa or are they going to try and make me drive to San Diego. That will be interesting, I have not yet called to set up my first service appointment.

 

[HaveBlue]

I wonder if San Diego is a bigger location. Costa Mesa is really crowded and maybe SD is faster for delivery. I could use my mom's address, lol. I'm stuck in "processing estimate..."

 

[Christopher]

For over two years, I had been talking to my guide about Costa Mesa service center pick up location. But when it came to the final step, they assigned me to San Diego. I tried to change it back to Costa Mesa but no luck. So rather than delay, my delivery, I went to San Diego. Not a big deal just a bit irritating that they changed it without Working with me.
their argument was San Diego was closer. Perhaps if I was a bird, but not by Highway.

i’m curious if I’m going to have any problems getting service in Costa Mesa or are they going to try and make me drive to San Diego. That will be interesting, I have not yet called to set up my first service appointment.

They will let you choose. Whenever I call for service they ask if I want Orlando or Miami, even though Miami is 1hr closer to me.

 

[ohseedee]

I get people are “willing” to drive several hours to an SC to pick up a vehicle once, but what some dont get is that creates potential massive problems for Rivan and the owners after. Let’s say your car dies and needs to be towed for warranty repairs, that’s going to be a massive expense that Rivian has to cover. Also, it might seem fine for a one time pickup, but what if you are one of the unlucky ones and need to make frequent trips for service. Want to make that drive several times per year? Let’s say Rivan issues another mandatory recall for something small like a torque check, do you really want to drive 5 hours one way (going to need to charge a couple times so let’s say 6 hours) and probably need to stay the night for a 5 minute check?

It’s a bad idea. Rivan is doing the right thing. Wait for them to service your area. It’s not worth it.

 

[ironpig]

I get people are “willing” to drive several hours to an SC to pick up a vehicle once, but what some dont get is that creates potential massive problems for Rivan and the owners after. Let’s say your car dies and needs to be towed for warranty repairs, that’s going to be a massive expense that Rivian has to cover. Also, it might seem fine for a one time pickup, but what if you are one of the unlucky ones and need to make frequent trips for service. Want to make that drive several times per year? Let’s say Rivan issues another mandatory recall for something small like a torque check, do you really want to drive 5 hours one way (going to need to charge a couple times so let’s say 6 hours) and probably need to stay the night for a 5 minute check?

It’s a bad idea. Rivan is doing the right thing. Wait for them to service your area. It’s not worth it.

I would not have bought my R1T if I didn't live within an hour drive of a service center. My truck was in the service center 3 times in the first year. I expected it would be at least that many times.

Buying a Rivian in a state without a service center seems like a bad idea.

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