Guide AWOL?

[Going360]

I have been reading how fantastic most peoples "Guide" experience has been. I have to say mine has been somewhat disappointing. I've had a couple of questions since putting my deposit down on a "shop" R1S (edited) a week and a half ago. First email to them went un-answered and I ended up going in to the store to ask the questions. Miraculously about an hour after I left the store a guide (not mine) emailed me back. Then the next day another guide, also not mine, called me to verify something. I messaged my guide with another question early yesterday and ... crickets. I imagine the layoffs are affecting customer service but not instilling a lot of confidence! Am I expecting too much?

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[godfodder0901]

I have been reading how fantastic most peoples "Guide" experience has been. I have to say mine has been somewhat disappointing. I've had a couple of questions since putting my deposit down on a "shop" RS1 a week and a half ago. First email to them went un-answered and I ended up going in to the store to ask the questions. Miraculously about an hour after I left the store a guide (not mine) emailed me back. Then the next day another guide, also not mine, called me to verify something. I messaged my guide with another question early yesterday and ... crickets. I imagine the layoffs are affecting customer service but not instilling a lot of confidence! Am I expecting too much?

Yes. You usually are assigned a team nowadays vice an actual person.

And any questions you have, I garuntee the answer will likely be quicker and more accurate if you just post (or search) here!

Oh, and R1S...

 

[Going360]

Unfortunately not a question that could be answered here. I asked to see if they had already drilled the front license plate holder and if not, to not do that.

 

[TollKeeper]

They dont do that.. They just put it in a plastic bag, and slide it into the netting in the frunk..

Yes it can be answered here.

Edit: When I picked up my R1S last month, none of the 200ish vehicles there had the front plate holder attached.

 

[UnsungZero_OldTimeAdMan]

I have been reading how fantastic most peoples "Guide" experience has been. I have to say mine has been somewhat disappointing. I've had a couple of questions since putting my deposit down on a "shop" R1S (edited) a week and a half ago. First email to them went un-answered and I ended up going in to the store to ask the questions. Miraculously about an hour after I left the store a guide (not mine) emailed me back. Then the next day another guide, also not mine, called me to verify something. I messaged my guide with another question early yesterday and ... crickets. I imagine the layoffs are affecting customer service but not instilling a lot of confidence! Am I expecting too much?

If you think this is how majority of guide experiences have been, you’ve not paid enough attention or have been selectively reading only the few positive ones. Majority experience puts them no more personalized than the general customer service desk. As for guide being AWOL… Have you ever been too busy at your job to answer every email or call as they come in or soon after? Have you ever taken leave and not have adequate coverage (because the cover is also busy?) Have you been laid off or just left for a different job (and what happens to the work is no longer your concern?) It’s no different at Rivian. Do yourself a favor and not expect too much of guides. For most part they are just not the personalized white gloves concierge early company plans had in mind. In my experience, SMS worked best, but still give them as much as a week to respond.

 

[Going360]

They dont do that.. They just put it in a plastic bag, and slide it into the netting in the frunk..

Yes it can be answered here.

Edit: When I picked up my R1S last month, none of the 200ish vehicles there had the front plate holder attached.

Then why did I get a prompt asking if I wanted it mounted?

 

[TollKeeper]

You have the option to have it mounted at the SC, pre-delivery. You dont have to have it installed. I didnt.

 

[UnsungZero_OldTimeAdMan]

Then why did I get a prompt asking if I wanted it mounted?

For me, and many others (in a state where front plate is officially required), they asked if I want it drilled/mounted prior to delivery appointment.

 

[Going360]

You have the option to have it mounted at the SC, pre-delivery. You dont have to have it installed. I didnt.

Exactly, I had opted to have it installed which requires drilling one hole. I have since decided I actually don't want it installed. Of course if its already been done thats ok but I am trying to stop them before they do. This is not a question, merely a request of Rivian. So, not something that can be "answered here".

 

[TollKeeper]

Yea, for that, you would have to contact the delivery team, or the SC directly.

 

[Going360]

Yea, for that, you would have to contact the delivery team, or the SC directly.

Yep, part of my point from the beginning. So no, it cannot be answered here because in reality it wasn't a question. Sorry, should have described it as a request in my op.
I have found answers to just about all my questions here. Great community!

 

[Dave S]

I have been reading how fantastic most peoples "Guide" experience has been. I have to say mine has been somewhat disappointing. I've had a couple of questions since putting my deposit down on a "shop" R1S (edited) a week and a half ago. First email to them went un-answered and I ended up going in to the store to ask the questions. Miraculously about an hour after I left the store a guide (not mine) emailed me back. Then the next day another guide, also not mine, called me to verify something. I messaged my guide with another question early yesterday and ... crickets. I imagine the layoffs are affecting customer service but not instilling a lot of confidence! Am I expecting too much?

Taking delivery on an R1S today.

So far, my guide experience has been akin to having a conversation with an moody/annoyed 15 year old. Completely useless, with short, curt answers to things...and/or not knowing the answer and ignoring the question.

I've found that just calling the toll free Rivian Customer Service is leaps and bounds better than the guide.

 

[EdwardM2005]

You're a new Rivian owner who played by the book, i.e. signup, deposit, wait and take delivery. I bought an R1S from a used car dealer with just 400 miles on it. Now 8500 miles and 3 months later, a Rivian Guide has never called nor responded to an email. I get more information here than anywhere else including the owners manual having read it 'cover to cover' several times with recent updates.

We are here to help and a BIG SHOUT OUT to the owners who have helped me in my quest for Rivian knowledge. Thank you!!

 

[Going360]

You're a new Rivian owner who played by the book, i.e. signup, deposit, wait and take delivery. I bought an R1S from a used car dealer with just 400 miles on it. Now 8500 miles and 3 months later, a Rivian Guide has never called nor responded to an email. I get more information here than anywhere else including the owners manual having read it 'cover to cover' several times with recent updates.

We are here to help and a BIG SHOUT OUT to the owners who have helped me in my quest for Rivian knowledge. Thank you!!

Funny you say that! I've been looking through every used R1S ad I can find today. VERY open to a used R1S. If I could find used a dual motor/max in white, black or green I would be very interested.

There is a used one very close to me with only 200 miles that is everything I want except the max pack.

This community is incredibly knowledgeable and quick with responses. Learned a lot!

 

[EdwardM2005]

Nice, I searched many places. Found the R1S, black on black, quad motor with large Battery. Would have been sweet to find a Max but not sure that was available when this was built.

Expand your search. I found several similar builds in New Orleans, St Paul MN and other places. Pick it up and enjoy your first Rivian Adventure.

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