"By the end of May" communication

[AllInev]

Here's Rivian's End-Of-May update for us:

Thanks Rivian. ?

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[nfrank]

Just talked to CS about the end of May communication. Here's the response I was given. The pertinent information is highlighted.

Surely "soon!" means by end-of-business today. I am still expecting my delivery window at any moment now

 

[AllInev]

I know we all want the info as outlined in the previous emails, but believe they are trying to get better/more accurate information to us all, which will require multiple Rivian departments to be aligned on timing and communication.

Sorry, but I'm not giving them a pass on this one. It's very little effort on their part to send an update saying "Sorry, we're late." Anything less than that is rude and insulting to those of us who took them at their word.

 

[TXR1S]

I agree - totally unacceptable to miss this date.

RJ / Tony - is anyone home??

 

[kurtlikevonnegut]

Sorry, but I'm not giving them a pass on this one. It's very little effort on their part to send an update saying "Sorry, we're late." Anything less than that is rude and insulting to those of us who took them at their word.

I agree with this. Expectation setting is something that they have consistently struggled with and it doesn't really seem to be getting better. They have to get feedback that customers will continue to care until they get it right.

I don't like to be "that guy" but I do plan on sending Tony an email first thing tomorrow if there isn't an email from Rivian before then. I'm not going to bother with Customer Service because they don't know anything more than we do and I'd be better off complaining to my dog than bringing it up to them.

It's sad because Tony had built up a decent amount of goodwill with improved communications through April and they are prepared to just throw it away due to an unforced error.

 

[paariv]

I agree with this. Expectation setting is something that they have consistently struggled with and it doesn't really seem to be getting better. They have to get feedback that customers will continue to care until they get it right.

I don't like to be "that guy" but I do plan on sending Tony an email first thing tomorrow if there isn't an email from Rivian before then. I'm not going to bother with Customer Service because they don't know anything more than we do and I'd be better off complaining to my dog than bringing it up to them.

It's sad because Tony had built up a decent amount of goodwill with improved communications through April and they are prepared to just throw it away due to an unforced error.

Is it firstinitialllastname@rivian? I may join you in that. What a garbage way to run a company.

They could even say “R1S starting in about a month we hope, unfortunately supply chain continues to be an issue so we don’t yet have the information we thought we’d have by now” and that would be fine. But whiffing a deadline and cheerily saying it’ll come soon is just bullshit at this point.

 

[atebit]

Reservation Holders have a sphere of influence similar to that of Stephen Abootman.

 

[moosehead]

Just talked to CS about the end of May communication. Here's the response I was given. The pertinent information is highlighted.

Words no Rivian guide should ever use: “I can assure you”.

 

[svet-am]

So, this is yet another in a long line of lapses by Rivian that has slowly eroded my love and faith in the company and the product. I still have my R1S reservation but I am considering getting an XC40 Recharge Pure Electric. We already have one for my wife and I like it quite a lot. Plus, Volvo says they can get one to me within about 6 weeks and 20K less than the R1S.

Rivian needs to understand from people like me, I am shopping for an EV SUV, not a Rivian. I have no brand loyalty yet because I have never lived with their product. But the faux pas of their comms department and business is starting to assure that I never will.

for those interested, if I DO go with the XC40I will keep the R1S reservation and just sell it if it ever gets delivered

 

[bigbop41]

Take this with a grain of salt but on reddit someone said they got this out of CS today "Updated delivery timing will be emailed to all preorder holders beginning this week, however, this will not be all at once. We are sending these in batches, so keep an eye out!"

 

[paariv]

Take this with a grain of salt but on reddit someone said they got this out of CS today "Updated delivery timing will be emailed to all preorder holders beginning this week, however, this will not be all at once. We are sending these in batches, so keep an eye out!"

I just got the same message (updates coming this week and next) from CS in chat. I profusely thanked them for it. My agent said they've been very clear with management that the community needs to get information on Rivian's announced deadlines, and that they understand our frustration. I'm sure they hate it more than we do!

 

[svet-am]

I just got the same message (updates coming this week and next) from CS in chat. I profusely thanked them for it. My agent said they've been very clear with management that the community needs to get information on Rivian's announced deadlines, and that they understand our frustration. I'm sure they hate it more than we do!

I totally get this. I used to work in tech support for a big semiconductor company and I would forward customer sentiment and nothing would change.

 

[IlliniRivian]

If the Reddit post is correct that means CS is not even giving out the same information to everyone today.

If true, why isn’t there a message to everyone stating “we are sorry we are late but we will start rolling out updates in groups starting this week and hope to get everyone updated by XX.”

It’s just a continued pattern of not respecting the customer.

 

[kurtlikevonnegut]

I totally get this. I used to work in tech support for a big semiconductor company and I would forward customer sentiment and nothing would change.

Customer Service at Rivian is an entry level job that probably pays less than someone on the assembly line. My guess is somewhere around $40k salary. I'm sure they mean well but at the end of the day, lobbing any substantial complaints or recommendations at them is going to have virtually no impact.

 

[TheIglu]

As the OP of this thread, and it being 9:43pm on May 31st, I'll just say that at this point...


I have been assigned a guide.

Good enough, Rivian!!!!!

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