Bad VIN, Twice!

[jime_r1t]

Just venting a bit, my original delivery window was supposed to be May/June '23 for my R1T that was reserved back in Sept `22. That one had a bad VIN, meaning the truck didn't make it out of production. They refused to give me store access since "Another vehicle matching my pre-order was in production". 4 weeks later, that one is now bad, and I'm back to waiting for store access.

The annoying part is that if I wanted to plunk down another $1k, I could probably get store access immediately and not have to deal with the run around.

On top of it, customer service from the "Guide" is lackluster at best. Limited to no meaningful information, and it usually takes them over a day to respond to me. Also, who does business over text message? Every time I send an email, I get a very short response over text, not very professional if you ask me.

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[Donald Stanfield]

Just venting a bit, my original delivery window was supposed to be May/June '23 for my R1T that was reserved back in Sept `24. That one had a bad VIN, meaning the truck didn't make it out of production. They refused to give me store access since "Another vehicle matching my pre-order was in production". 4 weeks later, that one is now bad, and I'm back to waiting for store access.

The annoying part is that if I wanted to plunk down another $1k, I could probably get store access immediately and not have to deal with the run around.

On top of it, customer service from the "Guide" is lackluster at best. Limited to no meaningful information, and it usually takes them over a day to respond to me. Also, who does business over text message? Every time I send an email, I get a very short response over text, not very professional if you ask me.

Are you from the future or have my weekend libations hit me harder than usual?

 

[jime_r1t]

Are you from the future or have my weekend libations hit me harder than usual?

Or just typing while annoyed.

I'm out of bourbon anyways So cant get too tipsy..

 

[Thedude]

Or just typing while annoyed.

I'm out of bourbon anyways So cant get too tipsy..

That is a sin. A man should never run out of whiskey. There should always be a reserve bottle stashed to break open in emergency.

 

[COdogman]

I understand why you would be annoyed by the VIN situation, but the guides don’t have all the answers either.

Rivian has them stretched pretty thin trying to help way too many people. Some of them can handle the load better than others, but they are doing the best they can. With both of my guides I asked them what communication method THEY preferred because I figure that is my best chance to get responses. It’s not unusual in 2023 to use text for customer service communications.

I hope they get you squared away soon.

 

[jime_r1t]

Yeah, I get that the guides are over worked, though if it's a known issue, perhaps they should get more Guides, and provide them with more meaningful information. Or make 5% less promises on vehicle deliveries, since they seem to be having issues keeping up with the pace.

It's also frustrating knowing that if I wanted to travel to Illinois, that I could probably get a vehicle right now.

 

[COdogman]

Yeah, I get that the guides are over worked, though if it's a known issue, perhaps they should get more Guides, and provide them with more meaningful information. Or make 5% less promises on vehicle deliveries, since they seem to be having issues keeping up with the pace.

It's also frustrating knowing that if I wanted to travel to Illinois, that I could probably get a vehicle right now.

I get it. I would also be frustrated if I were in your shoes.

FWIW my truck was built and sat at the factory for 3 months waiting for PPF after they told me to get ready for delivery. The guides didn’t know that was the issue and couldn’t give me any answers so I just had to wait. Rivian finally removed the factory PPF from my order and I took delivery 3 weeks later??‍

Rivian is still a young company. They have plenty to improve on, but I think they are doing pretty well all things considered.

 

[gregtay]

Just venting a bit, my original delivery window was supposed to be May/June '23 for my R1T that was reserved back in Sept `22. That one had a bad VIN, meaning the truck didn't make it out of production. They refused to give me store access since "Another vehicle matching my pre-order was in production". 4 weeks later, that one is now bad, and I'm back to waiting for store access.

The annoying part is that if I wanted to plunk down another $1k, I could probably get store access immediately and not have to deal with the run around.

On top of it, customer service from the "Guide" is lackluster at best. Limited to no meaningful information, and it usually takes them over a day to respond to me. Also, who does business over text message? Every time I send an email, I get a very short response over text, not very professional if you ask me.

escalate. You guide should help you with the process. I has something similar and everything was taking forever. Then one day my guide had enough of the delays and worked with his team leader to escalate things. Within 5 mins I was delinked from my bad VIN (for the 4th time) and had Shop access. I got stuck in a funny continuous loop of automatically being resigned my bad VIN every time they granted me Shop access. It would take a 24 hours to delink, then 24 hours for shop access and I did this loop over and over. Turns out... it can all happen in 5 mins if the right people are pulling the levers. So keep escalating and eventually the right level of management will make it right.

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