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

[krockett]

Please draw the line and don’t buy a Rivian.

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[UnsungZero_OldTimeAdMan]

“I demand to speak with the manager”. You know where this is going…

 

[Tahoe Man]

You're posting this on a Rivian fan board expecting pity, sympathy, empathy and/or compassion? Not going to happen, in fact the pile on started immediately after your initial post.

 

[Glstr]

I'm disappointed in those on this forum that defend Rivian's absolutely piss poor customer service. Does Rivian have the right to run their customer service team anyway they want? Yes...of course. Does a customer have the right to talk to a manager? No...but...it is completely reasonable for someone to want to connect with management when they have had a number of poor experiences to give them some feedback. Any company that wants to succeed would want to have the customers engage with management and share their experience so that the company can make adjustments.

I'm sorry, but as much as many people like the vehicles...that will only go so far.

Somebody mentioned that we all need Rivian to succeed and be profitable. No...we don't. That's their job to figure out. Given my experience with them and their lack of accountability, I am no longer pulling for them as a company.

And...given all the special incentives that they are trying to offer (lease deals, free PPF, trade-ins, etc), it's clear that they are trying to do anything they can to move these vehicles. Look, it's been weeks since they shut down the factory and they clearly have a ton of vehicles that they can't move. They're on the ropes and likely the next Fisker within the next 6-9 months.

 

[freshpow]

I'm disappointed in those on this forum that defend Rivian's absolutely piss poor customer service. Does Rivian have the right to run their customer service team anyway they want? Yes...of course. Does a customer have the right to talk to a manager? No...but...it is completely reasonable for someone to want to connect with management when they have had a number of poor experiences to give them some feedback. Any company that wants to succeed would want to have the customers engage with management and share their experience so that the company can make adjustments.

I'm sorry, but as much as many people like the vehicles...that will only go so far.

Somebody mentioned that we all need Rivian to succeed and be profitable. No...we don't. That's their job to figure out. Given my experience with them and their lack of accountability, I am no longer pulling for them as a company.

And...given all the special incentives that they are trying to offer (lease deals, free PPF, trade-ins, etc), it's clear that they are trying to do anything they can to move these vehicles. Look, it's been weeks since they shut down the factory and they clearly have a ton of vehicles that they can't move. They're on the ropes and likely the next Fisker within the next 6-9 months.

This ain't it.

OP brought this on himself with his entitled attitude and condescending interactions with the company/customer support team. I'm sure they have plenty of notes on him in their system and some customers simply aren't worth the headache.

Have a look yourself at the first vehicle he rejected: Anyone else have a disappointing delivery experience? | Rivian Forum - R1T R1S R2 R3 News, Specs, Models, RIVN Stock -- Rivianforums.com

As a betting man, I'd almost guarantee you he's going to reject this next one too, especially since the factory PPF is usually not great (nevermind that it's a freebie they're adding in for the promotion).

I do respect OP's attitude in spite of all the negative comments directed his way (deservedly so).

 

[zymolysis]

The inverse can be said right what’s $265 when they’re giving out $5k incentives? Thanks for the charger recommendation. Im going to wait until I inspect the vehicle before delivery to buy one. Looking forward to it.

I purchased my R1T 13 months ago. I qualified for the early pricing (which was something like $450 or $550) for the wall charger, but dropped that before the final purchase - because top-notch, less expensive options are available. I purchased one for $425 - special deal through the local electric company, and then a second charger for $400 (plus a $250 rebate from the other local electric company). The total cost for two (48A, with wired or plug-in option) chargers was only $575. Added bonus is that the cost of the charger isn't part of the basis for my annual tags.
TLDR: quit quibbling over the charger - you can buy one for less money.

 

[Rivtony]

So if guides are customer service the people who “manage” them would be customer service management no? I think it’s justified to be concerned that there’s no repercussions for guides and service and you can’t openly request to speak to management. I requested to speak to management this morning as a general request not about the charger. Not expecting a response because that’s what I’m accustomed to when dealing with Rivian.

You're right. They probably get managers and directors above but you're working on an assumption that their policy is to allow customers to talk with their managers.
We don't know that.

I believe that every customer interaction should be followed by a request for feedback.
It's up to the business then to review the customer feedback data and to make assessments and changes.

 

[Redline]

I'm disappointed in those on this forum that defend Rivian's absolutely piss poor customer service. Does Rivian have the right to run their customer service team anyway they want? Yes...of course. Does a customer have the right to talk to a manager? No...but...it is completely reasonable for someone to want to connect with management when they have had a number of poor experiences to give them some feedback. Any company that wants to succeed would want to have the customers engage with management and share their experience so that the company can make adjustments.

I'm sorry, but as much as many people like the vehicles...that will only go so far.

Somebody mentioned that we all need Rivian to succeed and be profitable. No...we don't. That's their job to figure out. Given my experience with them and their lack of accountability, I am no longer pulling for them as a company.

And...given all the special incentives that they are trying to offer (lease deals, free PPF, trade-ins, etc), it's clear that they are trying to do anything they can to move these vehicles. Look, it's been weeks since they shut down the factory and they clearly have a ton of vehicles that they can't move. They're on the ropes and likely the next Fisker within the next 6-9 months.

get out of here

 

[DuoRivian]

I'm disappointed in those on this forum that defend Rivian's absolutely piss poor customer service. Does Rivian have the right to run their customer service team anyway they want? Yes...of course. Does a customer have the right to talk to a manager? No...but...it is completely reasonable for someone to want to connect with management when they have had a number of poor experiences to give them some feedback. Any company that wants to succeed would want to have the customers engage with management and share their experience so that the company can make adjustments.

I'm sorry, but as much as many people like the vehicles...that will only go so far.

Somebody mentioned that we all need Rivian to succeed and be profitable. No...we don't. That's their job to figure out. Given my experience with them and their lack of accountability, I am no longer pulling for them as a company.

And...given all the special incentives that they are trying to offer (lease deals, free PPF, trade-ins, etc), it's clear that they are trying to do anything they can to move these vehicles. Look, it's been weeks since they shut down the factory and they clearly have a ton of vehicles that they can't move. They're on the ropes and likely the next Fisker within the next 6-9 months.

You are full of crap. They have enough money to go to end 2025 so your prediction will be out by over a year if it is ever met. Second most of the offers are for the T not the S and we know the S is the majority of their build and sales so still going well.
How you can compare a company that (had someone else make) sold 5000 vehicles like Fisker and Rivian which has sold over 100k has assets and a commercial business amazes me.

The OP as others have mentioned was whiny and wanted even more of a deal on the charger. No obligation at all to provide him with even more money off. Buy the vehicle or go, those are his choices.

 

[Glstr]

The vocal majority on this forum that defend Rivian's behavior at any cost is the minority of people that are the target market for Rivian and will not be enough to carry them through the storm. So...as enthusiastic and optimistic people are about the company and their future, it doesn't invalidate the reality of the situation the Rivian and other auto startups are facing right now...and doesn't invalidate someone's opinion or projection.

You are welcome to have your thoughts and opinions. Others are also welcome to have theirs. But what is interesting is that those that have a concern with the company and their - often times - terrible customer service direct their frustration at the company and I don't see personal attacks towards other forum members. However, if anybody says something that remotely criticizes Rivian and how they are operating, a group of people come on and attack the other forum member personally. As if "Rivian can do no wrong".

It's unfortunate.

 

[zymolysis]

So if guides are customer service the people who “manage” them would be customer service management no? I think it’s justified to be concerned that there’s no repercussions for guides and service and you can’t openly request to speak to management. I requested to speak to management this morning as a general request not about the charger. Not expecting a response because that’s what I’m accustomed to when dealing with Rivian.

I view the guide as the first level of management - your personal manager. My purchase experiences weren't always smooth, but my guides have been responsive and helpful. If your guide hasn't been good, then I sympathize. I don't know if it is possible to request a different guide, if yours hasn't been. Even if it is theoretically possible, you might have poisoned the waters, at this point.
Demanding to talk to a manager is like telling the sales clerk you want to talk to a manager (the guide), and then telling that manager you want to talk to the vice president of the firm. Someone else mentioned a respectful certified letter to RJ. If you really feel you've got concerns that have been improperly dismissed, and that your guide hasn't been helpful, that sounds like a better option - a last resort to get your issues addressed.

 

[defcon888]

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 Pamela 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.

I get that you are upset.....been there and done that with Rivian, but with all due respect, you are being like a "Karen" (or Kyle).

What answer were you expecting to get from management?. If you didn't get the answer you wanted, you would demand to talk to the managers manager.....and then managers managers manager up until you get to talk to RJ.

So, you are you have to pay an extra $300...to be honest, get the Lectron 32a. We have been using it for 3 years on our Rav4 Prime and the R1T and it has been outside 24/7 365 in freezing temps, 110 degrees, direct sun for 12 hours a day.....and it has not failed 1 time. The only thing that broke on it was the rubber cover that covers it....and that was my fault.

Just relax and either get the Rivian or don't, just don't be a jerk about it.

 

[Zeusy Zeus]

Yeah, I think you proved my point. Not sure you picked up on it, but I used a bad assumption to prove a point about assumptions (subtlety is not easy over written form). Sounds like you got there in the end… I just wish you would stop long enough to process your role in all the assumptions and the CS interaction. You appear to have a big chip on your shoulder… seems like your gut is telling you to back away from this deal. Listen to your gut, you’re uncomfortable, don’t pressure yourself to do something you’re not happy with. But acknowledge your role in the whole buying process…

No need to post 10 pictures or 100, I think we all have a clear picture of your bad customer service adventure. Certainly sounds like things could have gone differently on both sides. I’m not defending Rivian CS… just trying to point out that you had a part to play in it, and you may not be aware of your contributions.

I’m glad you want Rivian to survive… However, sounds like they crossed the line with you. Sorry it didn’t work out this time around.

This time around with the XPEL and lease discount so far im pleased with Rivian. The only thing that threw me off was not being able to discus with management. Really left a bad taste in my mouth considering I never got a chance to speak to them with all of my previous issues.

 

[iansriv]

The vocal majority on this forum that defend Rivian's behavior at any cost is the minority of people that are the target market for Rivian and will not be enough to carry them through the storm. So...as enthusiastic and optimistic people are about the company and their future, it doesn't invalidate the reality of the situation the Rivian and other auto startups are facing right now...and doesn't invalidate someone's opinion or projection.

You are welcome to have your thoughts and opinions. Others are also welcome to have theirs. But what is interesting is that those that have a concern with the company and their - often times - terrible customer service direct their frustration at the company and I don't see personal attacks towards other forum members. However, if anybody says something that remotely criticizes Rivian and how they are operating, a group of people come on and attack the other forum member personally. As if "Rivian can do no wrong".

It's unfortunate.

What experience have you had that lead you to this conclusion? How long have you owned a Rivian and what has been your experience? I'm not calling you out. I'm trying to understand your point of view. Here's mine. I'm not a "fan boy" nor am I a dissatified customer. I have had a few issues which I consider minor and Rivian did a great job addressing them. I measure Rivian just like any other car I purchased and so far they have done a great job. However, there are things they could do better. Is there any company/person that couldnt do better? We all could. I am not disparaging the OP for trying to talk to management but I would have left it with the initial guide after being told no. We all react differently to different things. There's a bit of truth to all our points.

 

[Count Orlok]

The vocal majority on this forum that defend Rivian's behavior at any cost

bullcrap. Many of us complained ad nauseam about Rivian's awful communications and many of us have expressed concerns about inconsistencies across Rivian's delivery and service experiences.

The OP is welcome to ask to elevate his/her issues but a company can have whatever policy it wants on such matters.

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