**Brake System Failure .............. PART 2... Talking with a manager.

[Riviot]

By the way being Karen is to put that office upside down, not to ask for a manager in charge.

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[kayabusa]

Because the comment that approach shouldn't matter was rather... absolute. It definitely should. I used an extreme example to make a point.

Well is not the case here. No violence of any kind. Not verbal, no physical, no karen storming the place.... never.

Why we don't focus on why they don't want to deal with a faulty truck and the owner wanting to be fixed or having a permanent solution, that was the intention of the post.

 

[iansriv]

I may have missed this but have you tried calling Rivian and talking to a few people there and if need be escalating there?

 

[kayabusa]

Funny thing, It could be you tomorrow having a faulty truck and no solution.... I will be here for you Riviot.

 

[kayabusa]

I may have missed this but have you tried calling Rivian and talking to a few people there and if need be escalating there?

Last time I called, they promise to escalate, then suddenly my guide email me back saying that she spoke with the service center and there is nothing wrong with the truck and there is nothing else to do. (that was before the truck broke on the middle of the road)

Today I called again, it is important to mention that waiting times the past 2 weeks went from minutes to hours (today I was on the phone 2 hours) ....today calling is not something I will recommend to an enemy....
They promise me to escalate again and someone will contact me......

 

[Donald Stanfield]

Here's the thing, asking for a manger in the way you did is kind of arrogant. I don't know if you intended to ask in that way, or if you even realize the way it comes across but to many public facing professionals the phrase "Let me speak to your manager" are seared into their brains and provide a visceral reaction almost immediately.

I wasn't there and I have no way of judging your tone or body language or the general tone of the conversation. All I have to go by is your word and the reaction of Rivian. Based on those two things it doesn't seem like you were fully aware of the "let me talk to you manager" phrase and the negative connotation contained within that phrase. So maybe even if you weren't intending to be abrasive you came across that way anyways.

I think that explains the disconnect here, and now that you know going forward I suggest you make a concerted effort to soften your message a little bit. People aren't going to take you any less seriously if you come at it a little less harshly, it isn't all or nothing in conversation and often times calmer tones and better phrasing send a stronger message than the harsh demands right from the beginning.

Or that's not it at all and the Rivian people were just being dicks. That's possible too, but from my personal dealings with Rivian service the people have been pretty friendly and accommodating and willing to go out of their way for their customers. So who knows, all you can really do is move forward and maybe for your own sake think hard about your part in this interaction to see if there was any place you could do better next time. If not, good on you but after over a decade in upper management I'm still learning better ways to deal with people.

 

[Mathme]

Someone comes in and asks to speak to a manager and the correct response is generally should be along the lines of, “each SC has several managers responsible for different departments. So that I can sync you up with the correct manager, please tell me a little bIt about the issue you’re experiencing….”

this simple statement is an excellent way to let the customer know you understand they have an problem/issue/concern and want to partner with them to help get it resolved.

This is generally not the fault of the person at the SC you’re talking to, but penny pinchers at corporate. So the next time you’re in there try flipping it around and let the employee know you’ve been having an issue and then ask that employee if they can help you. I think you’ll find most people want to help, and you can set that person up to be your ally & guide through the issue. The customer who comes at the staff with respect will always get more assistance than the Chad/Karen who thinks they deserve it just for being an early adopter and walking through the door.

…but then what do I know, I’ve only been in the customer service and sales training field for 20+ years.

 

[kayabusa]

Here's the thing, asking for a manger in the way you did is kind of arrogant. I don't know if you intended to ask in that way, or if you even realize the way it comes across but to many public facing professionals the phrase "Let me speak to your manager" are seared into their brains and provide a visceral reaction almost immediately.

I wasn't there and I have no way of judging your tone or body language or the general tone of the conversation. All I have to go by is your word and the reaction of Rivian. Based on those two things it doesn't seem like you were fully aware of the "let me talk to you manager" phrase and the negative connotation contained within that phrase. So maybe even if you weren't intending to be abrasive you came across that way anyways.

I think that explains the disconnect here, and now that you know going forward I suggest you make a concerted effort to soften your message a little bit. People aren't going to take you any less seriously if you come at it a little less harshly, it isn't all or nothing in conversation and often times calmer tones and better phrasing send a stronger message than the harsh demands right from the beginning.

Or that's not it at all and the Rivian people were just being dicks. That's possible too, but from my personal dealings with Rivian service the people have been pretty friendly and accommodating and willing to go out of their way for their customers. So who knows, all you can really do is move forward and maybe for your own sake think hard about your part in this interaction to see if there was any place you could do better next time. If not, good on you but after over a decade in upper management I'm still learning better ways to deal with people.

I tried to not write an extensive post and cut to the chase, but here is...... Before asking for the manager, we greet, we chat about what happened with my truck, he went to call my service tech rep and we keep talking and I asked for meet the manager as a way to find a solution to the truck problem... More heads, more experience years, more everything always help....

Long story short, I asked for the manager and you and others took this in the wrong way.... so my mistake.

Now lets go to the original point, the point was, I never had this issue before with a car maker, that I'm at the brink of a repurchase or a lemon, and still no manager approach to try to deal with it... No idea how auto industry standards works, My impression was that Rivian was above anyone else in the market.... and that's why I went and I asked.

 

[Count Orlok]

just to be clear, you were there to show them the brake sensor connector issue you discovered? or is there an ongoing issue with your vehicle that I missed?

 

[kayabusa]

Someone comes in and asks to speak to a manager and the correct response is generally should be along the lines of, “each SC has several managers responsible for different departments. So that I can sync you up with the correct manager, please tell me a little bIt about the issue you’re experiencing….”

this simple statement is an excellent way to let the customer know you understand they have an problem/issue/concern and want to partner with them to help get it resolved.

This is generally not the fault of the person at the SC you’re talking to, but penny pinchers at corporate. So the next time you’re in there try flipping it around and let the employee know you’ve been having an issue and then ask that employee if they can help you. I think you’ll find most people want to help, and you can set that person up to be your ally & guide through the issue. The customer who comes at the staff with respect will always get more assistance than the Chad/Karen who thinks they deserve it just for being an early adopter and walking through the door.

…but then what do I know, I’ve only been in the customer service and sales training field for 20+ years.

You are totally right and is a good advice, I will have it present for future customer service interactions.

Real life world is not always black and white, good or bad, Karen's and Hero's, you have middle grounds.... Don't forget that.

 

[kayabusa]

just to be clear, you were there to show them the brake sensor connector issue you discovered? or is there an ongoing issue with your vehicle that I missed?

Exactly that, to show the pictures and to ask him to put more resources on finding if that is that is the root cause of the suspension issue.
(I think is not a brake sensor, is a stability control sensor, the one that regulates the hydraulic electronic torsion bar system)

 

[R1T.NC]

It's that old retail axiom...."All of our customers bring us joy, some when they come in and some when they leave."

 

[kayabusa]

For everyone that have the Rivian without issues is easy to judge....

It's that old retail axiom...."All of our customers bring us joy, some when they come in and some when they leave."

Most of the successful people I've known are the ones who do more listening than talking.

 

[R1T.NC]

And your point is?

 

[kayabusa]

Manager just called, very nice guy, he did what a manager does with 25 years of experience on the auto industry.

I'm confidence he will fix any problem the truck has, what he offered only a manager can.

In regards for asking for manager, I will keep doing it, as many times as I need too, if anything else doesn't work

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