How helpful is your guide?

[User433]

I was really excited to hear about the concept of a guide, but my experience hasn't lived up to the hype. They aren't horrible but basically do the bare minimum pre and post delivery.

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[Sully151]

What do you expect them to do?
I have only had my initial phone call, but he answered my questions.

 

[R1Sky Business]

They're just putting out fires

 

[R1Sky Business]

I was really excited to hear about the concept of a guide, but my experience hasn't lived up to the hype. They aren't horrible but basically do the bare minimum pre and post delivery.

More details....

 

[User433]

No proactive management of accessories that didn't come with the vehicle. In fact when I asked, he said use the app to file a ticket and ask them. He was basically a sales associate. Which is fine but doesn't really match the marketing aspirations.

 

[AllInev]

I was really excited to hear about the concept of a guide, but my experience hasn't lived up to the hype. They aren't horrible but basically do the bare minimum pre and post delivery.

Go ahead and call me cynical, but I've felt all along the guide idea is a bit silly, "cringy" and won't scale up well. I feel like a well designed web-based system with backup human support would suffice.

I'm interested to hear the value added of a guide from those who've been through the process.

 

[Heimat]

My guide was awesome. First conversation was a 30 minute call about what the next steps would be to get delivery of my truck. Subsequent contact was mostly through texting. There was some problems with a "lost" PBA and a 3 day wait on a 2 hour vehicle trade in evaluation that once addressed she took care of almost immediately. She even did a 30 minute post delivery call from home on a day she had taken off for her son's birthday.

 

[Dirty_B]

I asked two questions, 3 weeks later, still no answer. Can I get a new guide?

 

[wsgrunner]

So far my guide has been great. We spent an hour on the phone at our initial call and I got to learn about his passion for sustainability, which is the career I am in. He’s been responsive via email as I have asked some questions and added a few items (spare tire and all-weather floor mats). I have no complaints at this point. We’ll see how things go with getting a VIN, the 8 step process and getting my R1T delivered.

 

[astonius]

My guide is very nice and understanding of my frustrations with the delays. I think the bigger issue is Rivian failing to empower them, both with knowledge and capability to rectify issues.

 

[jpm0nki]

I asked two questions, 3 weeks later, still no answer. Can I get a new guide?

wondering the same. Had my initial call a couple of weeks ago. Guide was very friendly and nice. They didn't really have answers to my questions though and were going to follow up. After a few days I emailed the list of questions in case they'd been lost. A few days after that I texted the contact number. A couple days later I texted again and called later that day. I called again the next day, but all calls just go to a message system. I tried chatting with support online and they said my guide had been out, but was back and would get back to me shortly. It's now been two weeks and I have yet to get even an acknowledgement from them.

I don't expect them to have all the answers for me, but at least a reply that they're looking into it would be nice. Also, some questions were pretty simple like should I order my rubber mats through them or the gear shop.

 

[SeaGeo]

I asked two questions, 3 weeks later, still no answer. Can I get a new guide?

Yes. But are they actually non responsive or did you ask questions that they haven't been able to get an answer to?

 

[SeaGeo]

My guide is very nice and understanding of my frustrations with the delays. I think the bigger issue is Rivian failing to empower them, both with knowledge and capability to rectify issues.

Mine is good as well.


Ive heard of a few folks with what are basically non responsive guides. One person that I know of brought this up to CS and asked to change a guide and that occurred. I'm a little surprised Rivian doesn't seem to actively monitor responsiveness of guides through their official communication channels they've provided.

 

[NorskBoy]

I was really excited to hear about the concept of a guide, but my experience hasn't lived up to the hype. They aren't horrible but basically do the bare minimum pre and post delivery.

My guides been great. He has reached out to me after hours to find a truck. I told him I was flexible on the build with a few deal breakers and he called me the night after I signed the the PBA and gave me a couple of options for a truck that could ship within a week. I picked one and now I’m waiting. Supposed to hit town this week not sure when I can get it.

 

[lostpacket]

I haven't heard a single thing from my guide.

Not a phone call, text message, email, carrier pigeon, or smoke signal. Just nothing.

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