Guide Ghosting me?

[SASSquatch]

My Guide has been great. Always answers emails. Doesn't always give me the answer I want, and he often time doesn't have visibility into things I want to know - but he is upfront and tells me.

He steered me into the option to put my reservation on "hold" status so I keep my pricing and place in line while they sort out the tonneau cover redesign and that alone was incredibly valuable to me because it eased a lot of pressure to move forward with something I wasn't sure I was ready for.

Again, each experience is different. My guide happens to also be at the Normal Factory and I'm not sure if that makes a difference.

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[mikehmb]

The Guide is there entirely to ensure that your transaction completes. They can be your advocate, but ultimately they are there to ensure a truck is sold.

If you want answers, get on chat with Support and tell them your Guide ghosted you. You’ll get a response. This happened to me and I was immediately in touch with someone helpful.

Rivian is in hyper-growth startup mode. There are going to be warts along the way. Some big, some no big deal. In my experience, they get most of the Big Stuff right. Lots of room for improvement, which I would expect of any company at this stage.

Your experience will be based on your expectations. Mine were “this has got to be better than any dealer I’ve ever dealt with”, and it was - by miles.

 

[Dark-Fx]

It’s hard to know from our side of things what information the guides actually do have access to, and Rivian hasn’t done a very good job defining that.

Guides help push the purchasing paperwork through the system but I don't know if they are entirely responsible for it happening. IE, if a guide doesn't do it will you still be able to buy a vehicle? Mine had both been pretty responsive but I suppose it depends on how quick you expect a reply. Within 24 hours generally but sometimes longer. I have no idea what their typical workload is like but I imagine with what I needed help with through my second purchase that they could probably do no more than 20 a week, and that's assuming there aren't big complications.

 

[Rivdog]

Although a frustrating experience, your guide has little to do with actually getting your truck to you. The 8 steps opens when it opens, and unless something needs to be corrected, you won’t even need to talk to anyone. If you do, CS can handle it too. Rivian’s title department handles all the legal stuff independently from your guide. The service center clears the truck for delivery and will either call you or you’ll get an email to schedule delivery.

The whole guide thing was cool, but totally unnecessary.

 

[Crashvt]

I was hoping to get a test drive before I actually bought the vehicle. Let's see how it goes.

 

[kanundrum]

I was hoping to get a test drive before I actually bought the vehicle. Let's see how it goes.

which vehicle?

 

[CharonPDX]

I was never able to speak to my guide by phone once. Every single interaction was text message or email. My guide never proactively reached out to me, I had to initiate the conversation every time - and quite often had to text/email 2-3 times over multiple days before I got a response. (I wasn't texting a second time 10 minutes after the first - I'm talking multiple days before sending again.)

 

[Crashvt]

which vehicle?

R1s

 

[Crashvt]

So I heard from my Guide today and was very apologetic. He had to take unexpected leave and promised to get back to me on my open questions today. Faith in Rivian is restored and feeling much better about my purchase.

 

[WattTruckMatt]

My guide was terrible. I had much better luck asking questions to my local guy handling the in-person delivery process.

I made sure to let the service center know how terrible my guide was. Bit of a joke the level of discrepancy between the quality of guides.

 

[Crashvt]

As I get closer to delivery, my guide is getting much more responsive. He is actually very good and just had life happen to him when I was trying to initially connect with him.

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