JayinNJ
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The issue looks to be not that they don't believe he had a pre-order, but rather any email that he wanted it re-instated.
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disneydad
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If anyone reading this thread that actually works for Rivian and cares to help, PM me. I'm happy to send you phone records, screenshots of chat messages, and an email (singular) that I did actually receive from Rivian telling me they wont reinstate me even though they admitted they never sent me the reinstatement email they promised. I dont see much point posting up all this stuff to an audience that unfortunately cannot control the outcome. Again, many people on here have commented claiming that I somehow waited 6 months to call them and was lazy, entitled, etc. I wasnt. Rivian said they would email me and I wanted to give them time to do so. I didnt want to be one of those guys bugging the crap out of them. They said they would do it, so I waited. No emails ever came so I called, chatted, emailed and got nowhere.
Guy
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I may have missed it but did you get your $1000 back and if so when?
paariv
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Taking OP at his word, Rivian's acting unreasonably. They said they'd email him about reinstating, and they admit that they didn't. Yet they're holding him to a deadline communicated by the email they didn't send him.
That's wrong. OP was entitled to wait for Rivian's email, and he did. The burden of their error shouldn't fall on him.
That is the key point I'd make to Rivian: You told me to wait for an email, and I did, and you didn't send it. I would keep escalating, assertively and politely, until I got results. You'd also better be ready to document *everything*, including screenshots of phone records showing prompt repeated outreach.
I said this before, and I am serious. If you don't get results from that tactic, file a complaint with the California AG. This will trigger an automatic letter sent to Rivian's legal department, who will then get involved so that they can respond to the AG's letter. It doesn't mean there'll be a big government investigation, but it does make companies take the issue seriously. In your complaint, make sure that you say that you relied on their statement that they'd send you an email: you would have reached out earlier if they hadn't told you you could wait for an email from them with further instructions.
Yes, OP could have done more. He could have documented more. He could have spoken up earlier. But, I'll take him at his word for this post (though I'm still not clear how he heard from Rivian that they planned to send email with instructions on reinstatement, but didn't get the reinstatement instructions). He was apparently polite, followed instructions, and acted reasonably. He's given Rivian time to make this right. But Rivian's error will result in a $15k+ penalty and potential multi-year delay, and that isn't OK.
That's wrong. OP was entitled to wait for Rivian's email, and he did. The burden of their error shouldn't fall on him.
That is the key point I'd make to Rivian: You told me to wait for an email, and I did, and you didn't send it. I would keep escalating, assertively and politely, until I got results. You'd also better be ready to document *everything*, including screenshots of phone records showing prompt repeated outreach.
I said this before, and I am serious. If you don't get results from that tactic, file a complaint with the California AG. This will trigger an automatic letter sent to Rivian's legal department, who will then get involved so that they can respond to the AG's letter. It doesn't mean there'll be a big government investigation, but it does make companies take the issue seriously. In your complaint, make sure that you say that you relied on their statement that they'd send you an email: you would have reached out earlier if they hadn't told you you could wait for an email from them with further instructions.
Yes, OP could have done more. He could have documented more. He could have spoken up earlier. But, I'll take him at his word for this post (though I'm still not clear how he heard from Rivian that they planned to send email with instructions on reinstatement, but didn't get the reinstatement instructions). He was apparently polite, followed instructions, and acted reasonably. He's given Rivian time to make this right. But Rivian's error will result in a $15k+ penalty and potential multi-year delay, and that isn't OK.
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mgc0216
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Where did you get the info that they were sening an email on getting reinstated? It sounds like you were getting other emails, but this one particular email didn't come through?
Crappy situation to be sure. Hope it works out for you.
sevengroove
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The other thing I don’t really understand about Rivian’s info@ email excuse is this: the email to reinstate orders should have gone out specifically to a subset of ex-customers who canceled their orders. So OP is first of all allowed to sign up for a preorder with his info@ address, presumably gets other order related communications delivered to that address, but somehow this very important message about reinstating an order is considered “marketing” and follows different rules?
edit: looks like @mgc0216 had the same thought as me.
edit: looks like @mgc0216 had the same thought as me.
SeaGeo
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To be fair, there have been situations where IIRC @kanundrum and I haven't received official communication from Rivian for seemingly no reason when everyone else did. So email distribution consistency isn't perfect with them.
sevengroove
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Yup, I also recall missing a couple of their emails at some point in the middle - their email handling could use some work, it's no secret, which is all the more reason I'm surprised they're not offering to reinstate OP's order. Well, I'm not that surprised. It's like 'ohhh, you missed the chance to pay us less? oh nooo ... '
SeaGeo
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@disneydad out of curiosity, would you mind posting a couple screenshots on here of your communications with them that you have but they won't let you share? I'm curious what the communication on their side has looked like.
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ohseedee
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While it worked out for most, immediately/hastily canceling the order was a mistake and mistakes have consequences. Then calmly/patiently (the opposite method the prior day) waiting for Rivian to reinstating that canceled order was a mistake. Rivan made mistakes too, but rectified them quickly and/or minimized their consequences. Sucks for OP, but Rivian was under no obligation to give any of his original pricing, no obligation to reinstate canceled orders, and no obligation to address OP's issue. I’d suggest OP put down a new despite to ensure he has a place in line. The new pricing isn’t that crazy considering where other companies are.
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Ravenron
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Also suggested this in post #52. Seems like he'd enrich his relationship with Rivian if he were still a customer. Currently, he has no business relationship with Rivian any longer (assuming he accepted his $1000 refund)...likely NOT helping his position. I still wish him luck but odds don't seem to be in his favor...
Of course we're still all just guessing...
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kanundrum
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Can confirm I still get no emails although I have gotten some in relation to ordering my vehicle, I havent read thru everything but I am sure you have called the CEC, ask them to open up a case to see what is going on.
ohseedee
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Did you cancel your pre-order twice?? OP - out of curiosity, i clicked your profile and saw you posted the below message April 2021 that you canceled your order, changed your mind, then called and tried to get your place back in line. If you've done this twice it kind of feels like you are jerking Rivian around. Sorry, but maybe just leave the poor CS at Rivan alone at this point and buy something else...
OP 6/2021 - "I put my deposit down 06/19. After the announcement further production delays and covid uncertainties I had to cancel my order. I emailed Rivian asking if it were possible to get back my spot and they made me go to the back of the line. Placed my new deposit last week..." link to post
OP 6/2021 - "I put my deposit down 06/19. After the announcement further production delays and covid uncertainties I had to cancel my order. I emailed Rivian asking if it were possible to get back my spot and they made me go to the back of the line. Placed my new deposit last week..." link to post
ohseedee
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Rivan is not acting unreasonable. What OP didn't share is he canceled his order over a year ago, changed his mind, then called Riavan taking up resources trying to reinstate his order and get back in line. Fast forward a year and he is doing it again. Rivan sees this history and is probably taking the opportunity to keep ties cut this time. I wouldn't be surprised if there is even more to this story...
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