Another great customer service story

[Donald Stanfield]

My personal experiences with customer service have all been really great. I've had a few issues with my truck but Rivian has always been really responsive. It's been easy to be on good terms with them. With that all said look what was delivered to my house the other day. The water bottles are in the color of my truck which I thought was really cool.

I've never had a company be so above and beyond with making sure I was satisfied with their product. I know my truck isn't perfect, but I also know that everyone I've dealt with strives for a memorable experience.

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[Dark-Fx]

Nice. I never got anything fun.

 

[COdogman]

That’s great to hear! What is the bag they included?

 

[Donald Stanfield]

That’s great to hear! What is the bag they included?

It's a Patagonia daypack. https://www.merchology.com/products...MIxdblkebd-gIVBRvUAR2KfwHvEAQYASABEgKW5vD_BwE

I think it's this one. Pretty nice pack.

 

[Count Orlok]

I got a rock

 

[s4wrxttcs]

That's awesome.

Not only do I not getting anything cool, but I don't even get a service appointment.

Instead they tell me the first available slot is in January.

My R1T is singlehandly going to sway people away from Rivian due to the low speed tok issue, and other weird noises it makes.

The other day the valet asked me with a concerned look as to whether it was normal. I said its most definitely not, and I can't wait for them to fix it.

 

[Ravenron]

I got a rock

Lump of coal at Christmas too?

 

[JerseyGreens]

Customer service is great...the delta between different guides and CSRs just leads me to believe that they all need to get on the same page...there is a major lack of Leadership within the (customer service and Guide) Business Units.

 

[Donald Stanfield]

Customer service is great...the delta between different guides and CSRs just leads me to believe that they all need to get on the same page...there is a major lack of Leadership within the (customer service and Guide) Business Units.

Speaking as someone who has built a high performance customer facing team it's a major uphill battle and it takes a few years to really get the process to click. There's going to be some good and some bad when you first create a company culture and it takes a long time for the bad ones to be completely cycled out and replaced with other high performing team members.

For where Rivian is in the process they are doing a great job. They're ahead of where I was at this point for sure. Plus I'm sure their team is bigger than mine, and with a bigger team it takes even more time. Finding people who buy into your company culture and are willing to represent your brand is a big ask.

 

[Bmitch24]

Small gesture, but today I came home to a box of 4 center caps for the 21 inch wheels that I had mentioned to my guide and a few service reps. Not sure who at rivian made it happen, but it was a very nice surprise.

 

[R1Tkc]

Very lucky! All I’ve gotten from service is a Zipcar Honda CRV that smells like ass

 

[RoadTripFan]

That's awesome.

Not only do I not getting anything cool, but I don't even get a service appointment.

Instead they tell me the first available slot is in January.

My R1T is singlehandly going to sway people away from Rivian due to the low speed tok issue, and other weird noises it makes.

The other day the valet asked me with a concerned look as to whether it was normal. I said its most definitely not, and I can't wait for them to fix it.

Have you gotten this issue resolved? Mine is in the SC for thie same issue (and a small laundry list of others) - I pick it up on Monday. So far, the service people I have dealt with in person have been amazing.

 

[jebinc]

My personal experiences with customer service have all been really great. I've had a few issues with my truck but Rivian has always been really responsive. It's been easy to be on good terms with them. With that all said look what was delivered to my house the other day. The water bottles are in the color of my truck which I thought was really cool.

I've never had a company be so above and beyond with making sure I was satisfied with their product. I know my truck isn't perfect, but I also know that everyone I've dealt with strives for a memorable experience.

What Rivian process does this? Does it come from your guide, or service?

 

[jebinc]

I got a rock

Coal, here.

 

[jebinc]

That's awesome.

Not only do I not getting anything cool, but I don't even get a service appointment.

Instead they tell me the first available slot is in January.

My R1T is singlehandly going to sway people away from Rivian due to the low speed tok issue, and other weird noises it makes.

The other day the valet asked me with a concerned look as to whether it was normal. I said its most definitely not, and I can't wait for them to fix it.

What's your VIB/SN?

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