Guide Ghosting me?

[Crashvt]

Has anyone se scheduled a guide call had a no show? I have been stood up twice by my guide. I did get on email from them and then nothing. Really rethinking this whole thing. I am sure the vehicles are great, but not the experience to make me really want to continue the process.

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[kanundrum]

Whose your guide, my guide answered really none of my questions and went MIA for 1.5 months and then i just did delivery thru automated system online.

 

[COdogman]

That’s definitely not cool.

 

[Hankenstein]

So, I am on guide number 3 with my truck already delivered and the SUV scheduled sometime between July and 2025 and I feel like I have some good experience to share.

Guide1: Never answered texts or email and I managed to get her on the phone once. Never gave any good answers (not her fault I suspect) and did not last past the first round of layoffs.

Guide2: Never answered texts but answered all emails and the scheduled call I set up. She was amazing and always tried to give me more than the cookie cutter answers the script seemed to dictate.

Guide3: Reached out to me on his own after guide2 went off to do something else! Nothing more after that first contact but I don't really need it.

IMO, the guide program, the way it is setup right now, is pointless. Other than the illusion that there was someone at Rivian looking out for my interests, I only got one useful piece of information about the purchase process. Otherwise everything else was easily found during the process or online elsewhere.

With this forum you can do the purchase easily, confidently without a guide so if you have a fictional one, don't sweat it.

 

[SeaGeo]

IMO, the guide program, the way it is setup right now, is pointless. Other than the illusion that there was someone at Rivian looking out for my interests, I only got one useful piece of information about the purchase process. Otherwise everything else was easily found during the process or online elsewhere.

I've appreciated having a single point of contact with my guide for non-service issues and questions, and he's been helpful. Each experience obviously varies.

 

[PastyPilgrim]

Yeah, I don't see much value in the guides tbh. Early on they made some sense because there were a lot of unknowns during the process (e.g. membership, gear and add-on timelines, delivery process and timeline, etc.) but now things are a lot more streamlined and routine. But most of the information I got from my guide last June/July when finalizing my order ended up being wrong in the long run anyway (e.g. the information they were able to provide at the time about things like membership, the camp kitchen, other gear like wristbands and tires, etc. was ultimately wrong).

So, best case is they might provide some very well understood information that the customer support chat could easily also provide, otherwise any of your meaningful questions (e.g. about dual motor, max pack, gear, tonneau, etc.) are likely to go unanswered or answered incorrectly.

 

[Hankenstein]

I've appreciated having a single point of contact with my guide for non-service issues and questions, and he's been helpful. Each experience obviously varies.

Totally fair, I just wanted to reassure the OP that even with a non-fabulous guide the experience is reasonably easy and far, far preferable to going through a dealer.

 

[Crashvt]

Whose your guide, my guide answered really none of my questions and went MIA for 1.5 months and then i just did delivery thru automated system online.

I rather not call them out publicly. Dm sent.

 

[Crashvt]

Totally fair, I just wanted to reassure the OP that even with a non-fabulous guide the experience is reasonably easy and far, far preferable to going through a dealer.

This is true, I have a actually had a better experience with the factory Tesla approach.

 

[COdogman]

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. They also haven’t done a very good job supporting the guides by getting in front of some of these things that pop up like the Meridian change, tonneau issues, camp kitchen, etc. Those things make their way to the public without much explanation from Rivian but they also aren’t explaining it to the guides in many cases. Those folks just end up being the front line sounding board even though they often don’t have much more information than what we already knew.

My guide has been wonderful so far, but he’s also not afraid to just say he doesn’t have an answer for something which is all I can ask for (honesty). In our intro call I asked what was his preferred way to get communications from me and I try to stick to that when I have a question. So far he always answers.

At every workplace there are people who are just bad at their jobs. Not showing for scheduled calls, etc without communicating ahead of time is just crappy service, regardless of the industry. Really no excuse for that happening at all. That person should find another line of work. It takes an organized person to multitask and juggle that many clients. Many are not suited for it.

 

[ORFynder]

Also had some issues with my second guide he also didn't show up to scheduled call. Found out he left the company and that was the reason why. I would check your account page to see if you current guide is still there. Since then, my guide Zach has been amazing. I still connect with him and another guide I met (Alex) on a regular basis. Not an excuse but I know all the guides are extremely busy with closing Q1 so that might play into your issue

 

[AxelR]

Our guide is not particularly responsive and showed up late for our configuration call.
She hasn’t answered texts once but to be fair I only texted her twice.

 

[Crashvt]

Also had some issues with my second guide he also didn't show up to scheduled call. Found out he left the company and that was the reason why. I would check your account page to see if you current guide is still there. Since then, my guide Zach has been amazing. I still connect with him and another guide I met (Alex) on a regular basis. Not an excuse but I know all the guides are extremely busy with closing Q1 so that might play into your issue

I get guides are busy with Q1, but you can send a email/text and say I can't make it let's chat in April. It takes 10 seconds.

 

[shift4]

Hmm, after reading some of these posts it sounds like I was fortunate to have a very responsive and eager to help guide. Luck of the draw I guess. I never talked on the phone with my guide, but they always answered any of my texts on the same day (assuming it was sent between 9-5). They were also proactive in matching me with an already available R1T with my same config that had not reached the store yet so that I could take delivery sooner.

 

[electruck]

I haven't really needed my Guide outside of finalizing purchase docs. I didn't reach out prior to purchase and I haven't reached out since. My Guide however was very available in the 5 days or so before delivery and was a great help finalizing purchase details and providing my CU with the Monroney and draft title application.

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