Feeling Ghosted by Rivian Customer Support

[Cascadian]

I have a delivery date set up for Tuesday 11/07. Financing went quicker than expected. All pre-delivery steps are complete. R1S is ready for delivery. I would like to try to get a sooner delivery time.

I have been trying to contact Guide West support by multiple texts and phone calls since Wednesday and they have not responded. I have just given up after listening to 50 minutes of hold music with the general support number.

What's up?

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[Redline]

I mean...you're getting your car in 4 days...

 

[Cascadian]

I mean...you're getting your car in 4 days...

but this level of response is not confidence inspiring

 

[Redline]

Yeah...that's on your guide. My guide was excellent and still is.

 

[COdogman]

They should definitely call you back, but you have reached the mountaintop.

Relax this weekend and find a local inpatient inpatient rehab center in case you become addicted to the washer fluid like some of the other weirdos here.

 

[Cascadian]

Yeah...that's on your guide. My guide was excellent and still is.

Do you always get the same Guide?

My account says Danny R, but I have never been contacted by him. I have been helped by several other guides.

 

[Redline]

Do you always get the same Guide?

My account says Danny R, but I have never been contacted by him. I have been helped by several other guides.

Have you called or texted him? I'd start there.

You will always have the same guide.

My guide Josh and I still text a month after ownership.

 

[Cascadian]

Have you called or texted him? I'd start there.

You will always have the same guide.

My guide Josh and I still text a month after ownership.

3 texts and 3 voicemails

worse than my employer’s IT support. Almost ;-)

 

[zoomer0056]

I have a delivery date set up for Tuesday 11/07. Financing went quicker than expected. All pre-delivery steps are complete. R1S is ready for delivery. I would like to try to get a sooner delivery time.

I have been trying to contact Guide West support by multiple texts and phone calls since Wednesday and they have not responded. I have just given up after listening to 50 minutes of hold music with the general support number.

What's up?

Can I have it, Mom, can i have it now. Four day anxiety/excitement. I don't think that they have it and just want to make you wait for four whole days. Posting anxiety here probably makes you even more anxious. Jeeze Louise! Post pics in four days of your new toy here in this thread.

 

[Davethadog]

The whole guide model is so dumb. You don’t need a guide. You need access to financing, insurance, delivery, and service specialists who are all pulling from a common body of information. You don’t need an idiot who knows less than you do who moves on elsewhere in the company on your second email to them.

 

[Polar]

Danny was my guide.

He hooked me up with my Compass yellow from the shop, but that was it. My guide experience was extremely bad and almost made me miss the dealership model. Multiple times we reached out to guides and were met with radio silence, automated text responses, and unanswered voicemails, seemingly whenever we had a response it was from a different guide; who then provided a single text response with zero additional follow up.

For our post purchase survey that Rivian sent, we gave extremely low marks for the entire guide experience.

 

[Zoidz]

I agree they should get back to you. But being only 4 days out, they may be completely booked for delivery time slots and not be able to schedule it any sooner.

 

[Cascadian]

I know the wait is no big deal. This 2 days of silence is what is bugging me.
Good thing I had completed all the purchase tasks. If someone had texted back yesterday that no slots were available I would have been happy. This sloppy customer service model is disconcerting though. What is the response like service and recovery?
Maybe CS is slammed right now and my request is not a priority. Notably, they did text me to offer assistance when the check from the credit union was still in the mail.

 

[Soju1]

My guide was great til I got my car. Now it takes a few days before I get a response.

 

[iansriv]

I understand your concerns about the lack of communication from your guide. However, is there anything pressing that the guide needs to do? I bet you get a call/text from the SC Monday. If not, try the CS number 877-712-0288. Congrats on the new car. Enjoy in good health!

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