Let’s ditch the corporate service call center, ok?

[JWreck]

I really generally appreciate working with the folks at the local service center (shoutout to the Austin service center), but man the corporate call center could go away and the experience would be 100x better…even if they didn’t even staff extra help at the local SC (ok don’t do that Rivian, since you’re prone to bad ideas).

At least the Austin SC team genuinely wants to help, even though sometimes their hands are tied by corporate. The call center regularly forgets to follow up, is impossible to explain the most simple issue, is combative when asking to get transferred to the local SC and presumably works for themselves as they appear to have no chain of leadership.

I won’t even charge for implementing my idea, since I know the purse strings are a little tight these days.

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[Tango45]

I get why they don't want us blowing up the service centers, but I would appreciate the ability to message them when my R1 is with them or I have an open ticket... like, if I could freely add notes or chat messages through the app on an open ticket. IIRC, that's not possible currently. They have been updating/changing the ticket/service side of the app (I was able to add a video/pictures the last time I had a ticket), so I think it's possible to implement.

 

[JWreck]

I get why they don't want us blowing up the service centers, but I would appreciate the ability to message them when my R1 is with them or I have an open ticket... like, if I could freely add notes or chat messages through the app on an open ticket. IIRC, that's not possible currently. They have been updating/changing the ticket/service side of the app (I was able to add a video/pictures the last time I had a ticket), so I think it's possible to implement.

Yep. I’ve literally had to turn around to drive back to discuss something because it was easier after trying to get the call center to transfer me to the SC. Seems like a busted system.

 

[docwhiz]

I really generally appreciate working with the folks at the local service center (shoutout to the Austin service center), but man the corporate call center could go away and the experience would be 100x better…even if they didn’t even staff extra help at the local SC (ok don’t do that Rivian, since you’re prone to bad ideas).

At least the Austin SC team genuinely wants to help, even though sometimes their hands are tied by corporate. The call center regularly forgets to follow up, is impossible to explain the most simple issue, is combative when asking to get transferred to the local SC and presumably works for themselves as they appear to have no chain of leadership.

I won’t even charge for implementing my idea, since I know the purse strings are a little tight these days.

Call centers are inefficient.
Talking real time to people on the phone is a waste for both sides of the conversation.
Tesla does all routine communication through the app. Much better service. Smooths out peaks and valleys of demand and leaves a clear record trail and avoids miscommunication and prompts follow up.

 

[Greg Chick]

As long as the chat options are not offered in A, B,or C options limiting the choice, therefore making the pop up useless.
Example, A, you want a new R1T, B., you want to schedule a service appt. C., You are very happy. No other choices possible, so the chat fails and no other options, "goodbye".

There are chat threads like this, Southern Ca. Edison has this for the "customer service" BTW, no phone # is listed.

Goodbye.

 

[docwhiz]

As long as the chat options are not offered in A, B,or C options limiting the choice, therefore making the pop up useless.
Example, A, you want a new R1T, B., you want to schedule a service appt. C., You are very happy. No other choices possible, so the chat fails and no other options, "goodbye".

There are chat threads like this, Southern Ca. Edison has this for the "customer service" BTW, no phone # is listed.

Goodbye.

"Chat" is also very inefficient. It requires a real time conversation and leads to human responses which are hastily thought out or AI responses which are often stupid.
The best method of conversation is that of text or email which smooths out the peaks and valleys of demand and creates a clear record of the conversation.

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