Not allowed to speak with management? Say what?!!

[mzdds]

Sponsored

 

[Tahoe Man]

Seems to be the general consensus about everything Rivian with some folks on here. I’ve been part of a BMW and Mercedes community for a long time where I went to car meets and what not monthly never have I witnessed so many negative comments bashing other drivers or customers over their concerns. Basically sounds like this “take what you got and shut your mouth… Rivian is a new company you shouldn’t expect more than what you already have”. But hey what do I know I don’t even drive a Rivian yet… ?

Yes, they were saying similar things when the tonneau debacle surfaced.

 

[Zeusy Zeus]

I guess the part that gets me is that you make it sound like the person you were chatting with was the one blocking your access to the supervisor - but, they clearly stated that they spoke with them and gave you their reply. So, in a way, you did speak with the manager, just thru a proxy. Did you ever offer to leave a call back number for the manager to call you back? Those of us that manage other employees have other employees to take care of things that our time is not best spent doing. It sure looks like management was involved in the conversation as much as they wanted/needed to be.

To be honest it felt like I’m getting brushed off like I was before with my failed deliveries. Should I take the guides word that management is informed? Hmm I don’t think so. Nothing got done before so as far as I’m concerned the guides word means absolutely nothing.

 

[CANCERDOC]

To the OP - I can certainly understand your frustrations with Rivian guide communications. Many here have had less than outstanding interactions with their guides, from long waits between replies, to unhelpful replies, and canned responses.

In your case, they stated they spoke with higher ups, and the decision is unchanged. I think thats as far as you can escalate the case using that channel.

 

[SASSquatch]

I agree with your post but can we please leave RJ out of this. The poor guy has enough to do and worry about and he doesn’t need to be in the weeds, especially in these types of cases.

I don't disagree with you, but his email is fairly public and its really up to him if he decides to respond.

I more said it as a way for the OP to vent.

I have written RJ in the past about the decision to not honor pricing for us early reservation holders when they decided to raise prices. I am sure he heard from a lot of folks.

Over the years I've written people like Steve Jobs, Tim Cook, RJ and others and I've heard back from a lot of them (including RJ). Maybe it was a fluke, but you never know when a CEO will take the time to reach out.

 

[mrtk77]

karen much?

 

[Nix]

Let's try looking at this from another angle, unrelated to Rivian.

One of my standing orders to my managers is not to rehash old issues. They are trained to bring the conversation back to the issue at hand with a focus on resolution.

When faced with a customer seeking to only rehash old issues, with no current issue, and no stated goal of reaching a resolution, I would support my manager in their choice not to engage.

 

[MattySedz]

Hey everyone so after 2 bad delivery attempts with Rivian and a nightmare of back and forth communication mostly non existent on Rivians end I’m back trying to give them a 3rd chance.

So long story short I finally received all my refunds it took forever but I got them minus my original $1k deposit. I ordered the R1S with the XPEL deal and the car came out to $92,800 with a lease. I asked my guide (took the name out) if I could get a battery charger with the price I paid for before since the gear shop had it for $800 and I remember paying $535 for it before. This is the response from my guide when I asked to speak with management about this… (see image below)

They are literally denying me my right to speak with management. By the way this isn’t the first time. When I had issues before with my deliveries I was also denied the ability to speak with them. I wanted to inform them on what was happening and I never could.

So you mean to tell me if I have an issue with the company or the car or the guides there’s no one I can speak with? This is insane to even think about for a second. Please tell me no one else has had this kind of experience and if you’ve been able to speak with management please let me know how I can get ahold of them because this definitely can’t be right.

My mind is literally ?… jeez right when I try to give this company a 3rd chance. Please make it make sense.

Update: My issue isn’t the wall charger price it’s the lack of ability to connect with management. Where’s the accountability here. Too many people were hung up about the wall charger situation in the comments. That’s what brought me to think about discussing with management and reminded me that I never got afforded the opportunity to.

For more simplicity I’ve attached the more of the conversation below which I had yesterday. Never did get a response if I could speak with management.

Really unfortunate. I've had nothing but positive experiences with the delivery and service by Rivian.

 

[ThinAir]

Hey everyone so after 2 bad delivery attempts with Rivian and a nightmare of back and forth communication mostly non existent on Rivians end I’m back trying to give them a 3rd chance.

So long story short I finally received all my refunds it took forever but I got them minus my original $1k deposit. I ordered the R1S with the XPEL deal and the car came out to $92,800 with a lease. I asked my guide (took the name out) if I could get a battery charger with the price I paid for before since the gear shop had it for $800 and I remember paying $535 for it before. This is the response from my guide when I asked to speak with management about this… (see image below)

They are literally denying me my right to speak with management. By the way this isn’t the first time. When I had issues before with my deliveries I was also denied the ability to speak with them. I wanted to inform them on what was happening and I never could.

So you mean to tell me if I have an issue with the company or the car or the guides there’s no one I can speak with? This is insane to even think about for a second. Please tell me no one else has had this kind of experience and if you’ve been able to speak with management please let me know how I can get ahold of them because this definitely can’t be right.

My mind is literally ?… jeez right when I try to give this company a 3rd chance. Please make it make sense.

Update: My issue isn’t the wall charger price it’s the lack of ability to connect with management. Where’s the accountability here. Too many people were hung up about the wall charger situation in the comments. That’s what brought me to think about discussing with management and reminded me that I never got afforded the opportunity to.

For more simplicity I’ve attached the more of the conversation below which I had yesterday. Never did get a response if I could speak with management.

Go buy lightning. In Canada they are way cheaper ($50K less).

I'd really like a Rivian but simply can't justify the price premium.

 

[Zeusy Zeus]

Go buy lightning. In Canada they are way cheaper ($50K less).

I'd really like a Rivian but simply can't justify the price premium.

Getting the R1S not a truck guy.

 

[White Shadow]

That’s where your wrong management never “dealt” with me in the past. That’s the whole point and I want to know if management exists if I have future concerns since past ones I had to rely on a guide to send me text messages. I think that’s pretty simple to understand no?

Maybe not directly, but you have no way of knowing if management dealt with you or not. It's pretty typical for people to bring up issues from customers to their managers and then the manager tells them what to do or how to deal with the situation. BTW, I'm a manager myself. I deal with this kind of thing all the time.

Sponsored