Nightmare delivery customer service

[shmoony]

I’m at a loss for words to describe how I feel about the last 17 days of my relationship with Rivian. I received a call on June 24th to schedule my deliver for Sunday June 28th. I was very excited until I received a call on the evening of the 26th letting me know they needed to cancel my delivery. The woman who called me didn’t know why and wasn’t able to reschedule. I emailed the “delivery team” the next day to attempt to reschedule. I never heard back so tried again the next day. Never heard back. I called the service center several times over next several days and never got a call back. Over the last two weeks I have probably left 5 voicemails, sent 3 more emails, and put a call into the district manager. I have yet receive any sort of indications of the status or condition of my vehicle. I know they have my R2 on location and they have my substantial down payment. Not a single email reply and only one brief voicemail with no information. I’m at a complete loss. This is my third Rivian and my first two deliveries went off without hitch. I don’t know what to do besides drive the 60 miles to the service center to confront them in person. I am really surprised by this treatment from a company that I feel has previously prided itself on its’ level of customer setvice. Has anyone else seen a drop off in service since the R2 launched? It’s really disappointing and infuriating.

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[Great Gatsby]

I hope it is not a sign of things to come, because I have also noticed the same…sorry about your experience and I do hope they end up doing right by you.

 

[Gdyear78]

Sorry you are dealing with that. I had an issue with ordering my spare wheel on the R1T, made more progress at the service center - so that might not be a bad idea so you get a straight answer. I also have an R2 coming in, with my R1T they had the "Rivian Guide", but haven't seen anything on that now. Do they no longer offer?

 

[ndmiller]

I had thought with the new launch things might be better than R1, but also worried the additional different vehicle and volume could overwhelm SC's.

I'd get the money back and bail. No vehicle is worth this level of aggravation especially since they have your down payment.

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