Chelsea SC wheel purchase experience

[R1TCntrlMaIzzy]

My goal is to remind others and myself to always inspect anything you have delivered or are going to take delivery of. Do so as soon as you can or before accepting the item, even a vehicle.

And, in my opinion, Riv really needs to focus more on their QC, customer service guidelines, metrics. I think this will have a very negative impact on the future of Riv, especially when so many situations could be avoided by them.

I ordered a new 22” Sport Dark wheel on Tuesday, the 29th. I picked it up earlier today. The order and delivery went smoothly.

I drove back home, waiting for a 2 pm appt to have a new tire placed on the wheel and a rotation. Once at the shop the crew tells me, we can put the tire on the wheel, but want you to look at the wheel. unless you have and are ok with the condition. I think, ooh great, I did not inspect the wheel before I left the SC this a.m.

They had just taken the plastic wrapping off and showed me how the outer edge of the wheel had a lot of scuff marks, scratches and the backside of the wheel looked like it had been dragged across cement. I tell them I will come back another dia.

I then call the Riv support line. The rep suggested I go back to the SC, to have it replaced. I drove back to Chelsea, and of course the bridge is being raised, IYKYK. At the SC, even though the Parts Team had left, they worked to replace the wheel. So kudos for this.

In the end two problems I had with this.

The item was not inspected by the SC before it was given to me. And yes, I should have looked at it.

The inference that I or the tire shop damaged the wheel and Riv was not responsible. I was also told it was being replaced as a courtesy. I bit my tongue and just smiled, cause at that point my words would not have been very polite. But, really, I did not have the want or worse, need to make up a story, and waste my day on a wheel.

Yes, it was resolved. The whole process must be improved.

I only spent 6+ hours of my day dealing with this. mainly driving into and out of that area.

So again, reminder to all. Inspect the items you purchase as soon as you can. Either once delivered to you or before leaving the SC.

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[R1TCntrlMaIzzy]

It may be simple to you and others, but not to everyone.

 

[rkalbiar]

Yeah, gotta inspect dem suckas before ya leave. Sucks but it is the world today, regardless of company.

 

[Nixapatfan]

Inspection of what you bought isn't just a Rivian thing it is for everything you buy from anywhere, just common sense.

I can see their viewpoint also as there is no way to tell when the damage occurred since it was accepted at pick up without complaint. Be glad they worked with you to make it right, sounds like a customer service win to me.

 

[Electrified Outdoors]

Its good to share these experiences. As Rivian moves into the mainstream, and trust me they have. Just look at all the moms out there driving R1S now. That's a different customer than someone like me let's say...who likes the outdoors and doing guy stuff and truck stuff. A different customer has different expectations.

I think some of this is Rivian figuring itself out...the service centers are busy busy in most places but I agree they should have been inspected. It also saves Rivian time and money too.

We are all mostly car enthusiasts on this forum right? Put yourself in the mind of a soccer mom/dad. That customer may rely on their R1 (soon the R2) as their only means of transportation. They just want the car to work...and when it doesn't...their experience will be very important. Poor experiences and a lot of inconvenience is not good.

Yes, Rivian is a young company...but these items...however small...shape the customer experience. Getting that right is critical to building brand loyalty vs. having a one and done customer.

Its the little things that count.

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