I don't feel valued as a customer

[Tahoe Man]

Or be an influencer like Kyle, which is a four letter word around here.

Sponsored

 

[Tahoe Man]

exactly my point, tell me the truth. exactly where I am in the queue. we need facts to make choices. while obviously my personal situation is irrelevant to them, it is relevant to me. And my choices were predicated on the information they gave me. Had I known, when I put down my deposit, that it would be 2.5+ years, I would have elected for a different option.

If they keep it cloudy, you'll stay in the queue longer, it's a business decision of theirs.
Frankly, I am surprised anyone waits even a year for a car/truck.

 

[Bmitch24]

My wait time was very short relative the the rest of this bunch, but what I can offer up isy post delivery experience is that Rivian has offered me better customer service than any other car dealer/manufacturer I have ever had to deal with.

Their pre delivery communication is terrible, but only because they pretend to have a higher level of certainty than they actually have. They are now public and legally their first and only loyalty must be to their shareholders. We as customers are by definition a means to an end. From my view, they are doing a better job balancing that reality with customer concerns than most. I live 217 miles from the Dallas service center and took delivery 368 days from my pre order date. I honestly don't know how I could reasonably be happier with the truck than I am. If you can wait do. If you need a temp car buy a used one and resell it. You will only be out the taxes plus a bit of depreciation. No single vehicle on the market today is going to compare to your R1S. Once you have your machine, all this pre delivery drama will turn into a fun story you tell people in parking lots when they ask you you about it.

 

[SDMiner]

It's not about jumping the line at all--it's about knowing there IS a line and how long it is and how they are doing. Maybe, somehow, I'll get a car this year. Next year is more likely, though, and even 2025 is not really out of the question, because Rivian is opaque about the whole process. One person apparently got a truck in less than 3 weeks from their reservation. Is that true? How did that work? Do they now have more truck production than they have orders? Who knows?

 

[HarisonAltDelete]

If you really NEED an R1S soon they're selling every day on Cars & Bids, go grab yourself one

Honestly that's what I did, I bought used. I saw them cutting options that were important to me so just pulled the trigger and got my powered tonneau, meridian sound, frunk outlet, rear seat wood trim, and whatever else they're going to cut out between now and 2025

 

[dfx]

It's not about jumping the line at all--it's about knowing there IS a line and how long it is and how they are doing. Maybe, somehow, I'll get a car this year. Next year is more likely, though, and even 2025 is not really out of the question, because Rivian is opaque about the whole process. One person apparently got a truck in less than 3 weeks from their reservation. Is that true? How did that work? Do they now have more truck production than they have orders? Who knows?

The question I have is what vehicle manufacturer hasn't been opaque over the last 2 years? It's much more of a macro issue imo than a micro one.

 

[Grabs10]

I appreciate being price locked and 3 years or so reservation holder…. If it delivers 5 years from now my price will be equivalent to a xl f150 standard cab with 2wd with a 265hp v6 that is a bore to drive. I don’t feel let down by Rivian but feel fortunate for my price lock when ever it is delivered.

for the Op as I didn’t read the whole thread…. give your accord to a family mrmber, buy a Tesla model 3, Ford Ranger, chevy of some sort and trade it in onyour Rivian whenit comes time and be happy!

 

[Honey]

exactly my point, tell me the truth. exactly where I am in the queue. we need facts to make choices. while obviously my personal situation is irrelevant to them, it is relevant to me. And my choices were predicated on the information they gave me. Had I known, when I put down my deposit, that it would be 2.5+ years, I would have elected for a different option.

there was an email sent last summer about there being a live delivery tracker that was supposed to come into fruition...sOOn

 

[Acoustic71]

love the dog Bob, I'm partial to the reddish goldens

Thanks. That's Bonnie Lass. She's the Queen (and she knows it!).

 

[Gamma rays]

It's not about jumping the line at all--it's about knowing there IS a line and how long it is and how they are doing. Maybe, somehow, I'll get a car this year. Next year is more likely, though, and even 2025 is not really out of the question, because Rivian is opaque about the whole process. One person apparently got a truck in less than 3 weeks from their reservation. Is that true? How did that work? Do they now have more truck production than they have orders? Who knows?

Based on reports I have seen here, there are definitely people jumping the line (unless those people lie). I guess you need to pull the right strings. This may be the reason Rivian is keeping this process opaque as it allows them to offer the "right" people an ability to cut in front of long time reservation holders.

GR

 

[milliemc]

I waited 3 years 4 months and 17 days for my R1T. I'm 250 miles from a SC and many ordered after me and got theirs first. Those of us who have been following Rivian daily from Jan of 2019 know the ups and downs of their communication. All I can say is the vehicle was worth the wait. Your urgent need of a vehicle is your issue, not theirs. If you hang in there you'll be rewarded. If not, se la vie.

c'est la vie
exclamation

1. that's life; such is life.
   "if you get thwarted, c'est la vie"
   

 

[Friscorays]

I don't know your situation, but when I read stuff like you've had multiple communications with them it is cause for concern for me. I cannot say this with certainty of course but do you feel you could have been rude in customer interactions with them? .....

In my opinion, there is a much better chance that it is related to profession than this; and it ain't related to profession.

The OP and I are essentially in identical situation: I live in Dallas, put in my deposit one month later, live quite close to service center and have had my estimated delivery changed in exactly the same way and for precisely the same stated reason ("In order to align with the opening of a Rivian Service Center planned in your area"). Unlike the OP, I have sent zero emails and made zero phone calls.

There is another Dallas forum member here who put in a deposit a half a year later than us, lives further away from the service center than both of us combined, had a much later initial estimated delivery date and yet is now the proud owner of an R1S.

I am patient and can wait. The OP does not feel valued. I frankly feel perplexed and frustrated.....

 

[Rad_ry]

If you're willing to switch to the R1T, I bet you'll get it a lot sooner. R1S's are still a pretty limited quantity.

Completely agree. It sucks, and I hear you say other R1Ss have been delivered but I reckon it’s due to R1S being a step behind R1T. It does look like this is changing so I hope you get your R1S sooner rather than later.

 

[Nix]

You signed up to be on a wait list. In exchange, Rivian promised you an unlimited amount of waiting. It seems like they are delivering on that promise? Maybe even over-delivering on that promise to provide you with an unlimited amount of waiting.

You signed up to wait. Even paid money in order for Rivian to provide you with an unlimited amount of waiting. Customer service reps are doing the best to supply as much waiting as they can, since you wanted waiting when you signed up to wait.



Jokes aside, every time they deliver 1 vehicle to 1 customer, there are 100,000+ customers who didn't get a vehicle delivered to them. It isn't that they don't care about those 100,000+ customers, it is just the statistical reality that each time they deliver a vehicle, the ratio between the number of customers who don't get a delivery is 100,000:1 compared to the one person who just took delivery.

Rivian can't spend a ratio of 100,000:1 on working one-on-one with customers not taking a delivery. They have to focus their one-on-one time with each of the 1 out of 100,000 as they take delivery.

 

[rivian4lyf]

i pre-ordered 3/1/2021. got pushed back twice already. Current delivery date is July-September. i mentioned to Rivian that I need another car ASAP. My daughter requires a car, and I wanted to give her my Accord. I can't do that without another vehicle to drive.
I told emailed them many times letting them know that I am flexible on color and options, but it took 3 emails to even get a response. And the response was a form letter. Not sure if they even read my emails. I even offered to pick up at the factory.
I showed them links from this forum, about people in Dallas who ordered after me, who already have their R1S. This is because they 1st told me, that I am being pushed back as I am not near a service center. (there is one 5 miles from my house).
I even had to reach out over 5 times before I got a call back about a demo drive. The demo drive (in Dallas), was very short. R1S drove great, and looked to be well put together. Seems like an amazing vehicle.
Doing my best to wait, even got some of my friends to put down deposits for R1Ss. Throughout the whole process, I have not felt that I was valued as a customer. I don't feel the communications have been timely, honest or forthright.
Hopefully they get through these growing pains. Poor customer service can certainly ruin even the best product experience.

I totally agree with the above statement. Rivian needs to be upfront with where the consumer stands on their deliveries. I am not saying that they need to give this person a vehicle just because they need a vehicle, I have a R1S on order from Sept 2021 and also a stock holder. When I initially placed an order the website stated "deliveries to begin Jan 2022" that was a false statement. Here we are in 2023 and my delivery window has been pushed out to Oct-Dec 2023 from July-Sept. Am I upset? You betcha. In a chat session the vague responses given by the CS make bio sense.
Anyway it is what it is. Hope Rivian sticks around but at this pace with unhappy consumers they may get cancellations and that does not look good for a young company like Rivian. Too many new SUV's starting to roll out in the same price range and are very good looking. Lets see what the April update brings for all of us awaiting delivery.

Sponsored