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.

 

[VSG]

So you haven't spoken to anyone since the delivery was canceled? That's strange, because I've never personally had a problem getting anyone on the phone, either local or national. I've never had to leave a message. I wouldn't count on email for this either, because there's no way of knowing whether it ever got to the proper person.
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Call national and ask about your delivery and ask to be connected to the right person to handle the problem. If you get dumped into voicemail call back and tell them you want to speak to a live person. Of course it's the weekend now and the service center is probably not fully staffed, but they should still be able to give you an answer.

Let us know the outcome.

 

[shmoony]

I’ve called the main number several times and they tell me they will contact the local service better for me and report back. Then, nothing. I’ve even given the whole spiel that I’ve already called a few times and that haven’t heard anything and asked if they could please make sure to call me back, then…nothing. I feel like I’m being punked. I’ve been through two full week cycles with nothing.

 

[DuoRivian]

Does seem strange experience. Also surprised you only joined yesterday even though this is your third Rivian. Joined to only complain?

 

[shmoony]

I’m a huge Rivian fan and only discovered this forum looking to see if anyone else has been experiencing the same thing. I have an R1T as my daily driver and my wife has an R1S and we’re super excited for our R2. I’m normally not much of a forum guy, but this experience has me pulling what hair I have left out.

 

[Dark-Fx]

Rivian had a lot of R2s to ship at the end of this quarter. I suspect they prioritized them for internal metrics.

IMO, you're better off avoiding delivery on that last week of the quarter unless you're willing to accept a vehicle with minor flaws. I say that as someone who's taken delivery in the last 8 days of the quarter 4 times.

 

[dduffey]

Sorry to hear that. How do you know the SC has your R2? That indeed would be strange if they had it and don't know why they can't schedule a time to release it.

That said, is it possible that they don't have it and made a mistake on scheduling a delivery? I have paid in full back on 6/17 and I still don't have an option to schedule a time for delivery.

I did get an email from the delivery "Rivian Guide" team to let me know it's not arrived yet, and including contact, email, voice, text, and a link to book a time ... which I never tried until now and it gives a 404, so that's not very comforting. They said they would open delivery once it arrives.

Let us know how it goes, although I suspect that the scheduled delivery day was just a mistake made by someone that assumed the vehicle was ready when it was not.

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