New owner - disappointed

[R1TCntrlMaIzzy]

Regretfully the recording system is not reliable, even at the price point of our vehicles. I’d suspect most if not all other car manufacturers with similar functionality would not guarantee to capture everything or anything for that matter. So, like some have mentioned, and this post reminds me, time to install a dash cam, as much as I have not wanted to.

As for Rivian’s customer service. I pray not, but it could be their downfall and that would suck. My goal is to upgrade my G1 T once the L3 charging is faster, the ADAS is more reliable and the service times shortened. And I really want an R3X!!

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[windblowlc]

I am never disappointed in my Rivian at the end of the day. What Rivian does best is the handling and the performance, especially for such a heavy truck. It's in the DNA. When I take a long drive through the mountains l find that nothing else matters. Can't wait for the Gen 2 Quad to arrive.

 

[Joules Burn]

I always install a front and rear Thinkware camera. It saved me from an insurance scammer once and it helped another driver from a hit and run. "Factory" GPS or cameras are always five years back in tech.

 

[Jackie]

I had my R1s for a week when someone hit me. I love the vehicle but am extremely disappointed with the software/tech and especially the customer service! My car was supposed to record any incident (crash, slamming on breaks, horn honked- which all happened) and yet it still didn’t record. I even had the USB plugged in for backup. I was told they could pull the data on me slamming my breaks and honking… here we are nearly 2 months later and dozens of calls/online requests and nothing.



If you are thinking you of buying a Rivian, please don’t expect the customer service or tech that is sold to you. My “Rivian guide” that is supposed to answer all my questions and be my go to person, has done the bare minimum (and that’s being generous). As soon as I gave him a good review (the day after I got the car), he hasn’t been helpful at all.



I am now facing a $1k deductible and my rates sky rocketing because I didn’t record anything myself because I thought my brand new car would! The other person is claiming it’s my fault and bodily injury. I have called and cried on the phone trying to get someone at Rivian to help me pull the data and still nothing. To say I’m frustrated and disappointed is the understatement of my life. Buying this car was was a big deal for me. I wanted it so badly and wanted it to be a great experience but here we are.

I had my R1s for a week when someone hit me. I love the vehicle but am extremely disappointed with the software/tech and especially the customer service! My car was supposed to record any incident (crash, slamming on breaks, horn honked- which all happened) and yet it still didn’t record. I even had the USB plugged in for backup. I was told they could pull the data on me slamming my breaks and honking… here we are nearly 2 months later and dozens of calls/online requests and nothing.



If you are thinking you of buying a Rivian, please don’t expect the customer service or tech that is sold to you. My “Rivian guide” that is supposed to answer all my questions and be my go to person, has done the bare minimum (and that’s being generous). As soon as I gave him a good review (the day after I got the car), he hasn’t been helpful at all.



I am now facing a $1k deductible and my rates sky rocketing because I didn’t record anything myself because I thought my brand new car would! The other person is claiming it’s my fault and bodily injury. I have called and cried on the phone trying to get someone at Rivian to help me pull the data and still nothing. To say I’m frustrated and disappointed is the understatement of my life. Buying this car was was a big deal for me. I wanted it so badly and wanted it to be a great experience but here we are.

I had my R1s for a week when someone hit me. I love the vehicle but am extremely disappointed with the software/tech and especially the customer service! My car was supposed to record any incident (crash, slamming on breaks, horn honked- which all happened) and yet it still didn’t record. I even had the USB plugged in for backup. I was told they could pull the data on me slamming my breaks and honking… here we are nearly 2 months later and dozens of calls/online requests and nothing.



If you are thinking you of buying a Rivian, please don’t expect the customer service or tech that is sold to you. My “Rivian guide” that is supposed to answer all my questions and be my go to person, has done the bare minimum (and that’s being generous). As soon as I gave him a good review (the day after I got the car), he hasn’t been helpful at all.



I am now facing a $1k deductible and my rates sky rocketing because I didn’t record anything myself because I thought my brand new car would! The other person is claiming it’s my fault and bodily injury. I have called and cried on the phone trying to get someone at Rivian to help me pull the data and still nothing. To say I’m frustrated and disappointed is the understatement of my life. Buying this car was was a big deal for me. I wanted it so badly and wanted it to be a great experience but here we are.

Sorry you were in an accident.
Did you set up the USB using the settings once you plugged it in the car? Did you pull the USB from your car and plug it in the computer to see the entire drive?
Can you see the Gear Guard video clip on your screen from the horn honk?
Something isn't adding up here.

I had my R1s for a week when someone hit me. I love the vehicle but am extremely disappointed with the software/tech and especially the customer service! My car was supposed to record any incident (crash, slamming on breaks, horn honked- which all happened) and yet it still didn’t record. I even had the USB plugged in for backup. I was told they could pull the data on me slamming my breaks and honking… here we are nearly 2 months later and dozens of calls/online requests and nothing.



If you are thinking you of buying a Rivian, please don’t expect the customer service or tech that is sold to you. My “Rivian guide” that is supposed to answer all my questions and be my go to person, has done the bare minimum (and that’s being generous). As soon as I gave him a good review (the day after I got the car), he hasn’t been helpful at all.



I am now facing a $1k deductible and my rates sky rocketing because I didn’t record anything myself because I thought my brand new car would! The other person is claiming it’s my fault and bodily injury. I have called and cried on the phone trying to get someone at Rivian to help me pull the data and still nothing. To say I’m frustrated and disappointed is the understatement of my life. Buying this car was was a big deal for me. I wanted it so badly and wanted it to be a great experience but here we are.

Monette -- sorry to hear of your troubles. I haven't even purchased yet and had a run in from hell with the Rivina Gods -- oops I mean guides. The were using pressure tactics on me and when I informed them I wouldn't be pressured, they ratchetted up the barrage. I asked them to stop, and pointed out their incompetence. Opps again. I did not realize they were beyond reproach. When I asked to speak to a superviors, they UNLEASHED a riot act of how I must beheave toward them (I only said they were incompetent and absolutely nothing else). If they were baigint me to swear up and down, I didn't and said stop texting. I used another channel to get a supervisor and he is trying to remedy the situation. However, I do have reservations about proceeding. I do want the car. I had a Telsa X a few years ago, and the few interactions I had with customer service were excellent. Anyway, I feel your pain. Best Regards

 

[Donald Stanfield]

Monette -- sorry to hear of your troubles. I haven't even purchased yet and had a run in from hell with the Rivina Gods -- oops I mean guides. The were using pressure tactics on me and when I informed them I wouldn't be pressured, they ratchetted up the barrage. I asked them to stop, and pointed out their incompetence. Opps again. I did not realize they were beyond reproach. When I asked to speak to a superviors, they UNLEASHED a riot act of how I must beheave toward them (I only said they were incompetent and absolutely nothing else). If they were baigint me to swear up and down, I didn't and said stop texting. I used another channel to get a supervisor and he is trying to remedy the situation. However, I do have reservations about proceeding. I do want the car. I had a Telsa X a few years ago, and the few interactions I had with customer service were excellent. Anyway, I feel your pain. Best Regards

 

[godfodder0901]

Monette -- sorry to hear of your troubles. I haven't even purchased yet and had a run in from hell with the Rivina Gods -- oops I mean guides. The were using pressure tactics on me and when I informed them I wouldn't be pressured, they ratchetted up the barrage. I asked them to stop, and pointed out their incompetence. Opps again. I did not realize they were beyond reproach. When I asked to speak to a superviors, they UNLEASHED a riot act of how I must beheave toward them (I only said they were incompetent and absolutely nothing else). If they were baigint me to swear up and down, I didn't and said stop texting. I used another channel to get a supervisor and he is trying to remedy the situation. However, I do have reservations about proceeding. I do want the car. I had a Telsa X a few years ago, and the few interactions I had with customer service were excellent. Anyway, I feel your pain. Best Regards

Please post the text messages...

 

[COdogman]

Monette -- sorry to hear of your troubles. I haven't even purchased yet and had a run in from hell with the Rivina Gods -- oops I mean guides. The were using pressure tactics on me and when I informed them I wouldn't be pressured, they ratchetted up the barrage. I asked them to stop, and pointed out their incompetence. Opps again. I did not realize they were beyond reproach. When I asked to speak to a superviors, they UNLEASHED a riot act of how I must beheave toward them (I only said they were incompetent and absolutely nothing else). If they were baigint me to swear up and down, I didn't and said stop texting. I used another channel to get a supervisor and he is trying to remedy the situation. However, I do have reservations about proceeding. I do want the car. I had a Telsa X a few years ago, and the few interactions I had with customer service were excellent. Anyway, I feel your pain. Best Regards

 

[mosheridan]

Oh man, I’m sorry. There is so much I love about the vehicle but between the “service” and failures in tech, it’s very disappointing.

 

[sdemeester]

Surprised about the customer service. I have called several times about mostly simple issues and have always had immediate and excellent reply with prompt service if needed. So much so that I wondered how long this could go on. Maybe it is getting worse, but I hope not. I hope you can get your Rivian repaired and have a better experience going forward. I can't say enough positive things about my '22 R1T and the company!

 

[Yossarian]

Monette -- sorry to hear of your troubles. I haven't even purchased yet and had a run in from hell with the Rivina Gods -- oops I mean guides. The were using pressure tactics on me and when I informed them I wouldn't be pressured, they ratchetted up the barrage. I asked them to stop, and pointed out their incompetence. Opps again. I did not realize they were beyond reproach. When I asked to speak to a superviors, they UNLEASHED a riot act of how I must beheave toward them (I only said they were incompetent and absolutely nothing else). If they were baigint me to swear up and down, I didn't and said stop texting. I used another channel to get a supervisor and he is trying to remedy the situation. However, I do have reservations about proceeding. I do want the car. I had a Telsa X a few years ago, and the few interactions I had with customer service were excellent. Anyway, I feel your pain. Best Regards

I'm sorry you had such a bad experience with your Rivian Guide, but will have to say that what you've posted seems to be, at least in my considerable experience, very much out of the norm.

I was a 2020 pre-order holder and have been reading and posting on he Rivian forums since spring of that year, While there has been a lot posted about the relative lack of knowledge of guides in general, and a number of posts detailing a fair degree of incompetence of some of them, I've never heard of anyone being pressured or having endured the hard sell routine. I personally interacted with more than half a dozen guides in the years until took delivery of my R1T (I was a foot dragger, and delayed delivery until summer of last year.) The guides I had varied considerably, with some being knowledgeable and helpful, and others, shall we say, less so. At no point did any guide attempt to pressure me in any way however.

With regard to overall customer service, my experience has been similar, with some folks being knowledgeable, while others were less so. It's always been a pretty postive experience however. Perhaps things have changed for the worse at Rivian, but I really hope what what happened in your case is an outlier.

 

[windblowlc]

Monette -- sorry to hear of your troubles. I haven't even purchased yet and had a run in from hell with the Rivina Gods -- oops I mean guides. The were using pressure tactics on me and when I informed them I wouldn't be pressured, they ratchetted up the barrage. I asked them to stop, and pointed out their incompetence. Opps again. I did not realize they were beyond reproach. When I asked to speak to a superviors, they UNLEASHED a riot act of how I must beheave toward them (I only said they were incompetent and absolutely nothing else). If they were baigint me to swear up and down, I didn't and said stop texting. I used another channel to get a supervisor and he is trying to remedy the situation. However, I do have reservations about proceeding. I do want the car. I had a Telsa X a few years ago, and the few interactions I had with customer service were excellent. Anyway, I feel your pain. Best Regards

What situation are you talking about? You come here with one or two posts and you talk BS. About Rivian. Prove what you said is true.

 

[Donald Stanfield]

Oh man, I’m sorry. There is so much I love about the vehicle but between the “service” and failures in tech, it’s very disappointing.

Rivian is prioritizing fixing broken vehicles. I’m sorry to say but fishing for your accident video isn’t super high on the list in the grand scheme of things. Rivian markets their gear guard cam is not guaranteed to catch accidents. With that said it has done so tons of times.

Every time I pulled a video from my HD it was there, but I have a decent SSD in there. People’s personal equipment may vary, and for all we know the drive you had contributed in some way to the lack of recording. One person’s service failure is another’s unrealistic expectation.

Truthfully I cannot say which is which in your case because I haven’t seen the customer service chats. Every time I’ve asked Rivian for anything I’ve gotten it so from my personal experience I’m a little skeptical that you’re 100% in the right here.

That is doubly true for the Jackie person claiming high pressure sales tactics. I doubt that story even more than yours. I think yours is just an unfortunate circumstance and there’s really nothing Rivian could do for you to make you feel better. Even if they found the video of the accident somehow, it alone isn’t going to exonerate you nor would it alone assign the fault to you.

I’m assuming the police investigators came and took measurements and wrote a report, what does the report say? We don’t care what the other driver said, of course they’re going to blame you. They don’t have insurance so they are up shit’s creek and are desperately hoping that blaming you is the paddle they need.

It’s all going to come down to the police report.

 

[Hereforthesnacks]

Monette -- sorry to hear of your troubles. I haven't even purchased yet and had a run in from hell with the Rivina Gods -- oops I mean guides. The were using pressure tactics on me and when I informed them I wouldn't be pressured, they ratchetted up the barrage. I asked them to stop, and pointed out their incompetence. Opps again. I did not realize they were beyond reproach. When I asked to speak to a superviors, they UNLEASHED a riot act of how I must beheave toward them (I only said they were incompetent and absolutely nothing else). If they were baigint me to swear up and down, I didn't and said stop texting. I used another channel to get a supervisor and he is trying to remedy the situation. However, I do have reservations about proceeding. I do want the car. I had a Telsa X a few years ago, and the few interactions I had with customer service were excellent. Anyway, I feel your pain. Best Regards

I haven’t heard of this type of experience. I’ve anything but pressure tactics from Rivian.

Do you have any specifics you could share?

 

[Deleted member 20836]

Monette -- sorry to hear of your troubles. I haven't even purchased yet and had a run in from hell with the Rivina Gods -- oops I mean guides. The were using pressure tactics on me and when I informed them I wouldn't be pressured, they ratchetted up the barrage. I asked them to stop, and pointed out their incompetence. Opps again. I did not realize they were beyond reproach. When I asked to speak to a superviors, they UNLEASHED a riot act of how I must beheave toward them (I only said they were incompetent and absolutely nothing else). If they were baigint me to swear up and down, I didn't and said stop texting. I used another channel to get a supervisor and he is trying to remedy the situation. However, I do have reservations about proceeding. I do want the car. I had a Telsa X a few years ago, and the few interactions I had with customer service were excellent. Anyway, I feel your pain. Best Regards

Is that you, Elon?

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