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

[Zeusy Zeus]

Thanks for sharing this longer string, @Zeusy Zeus.

Your text responses and your forum participation appear consistent with OCD, all right, but long-distance diagnosis is neither appropriate nor helpful.

I'm not a qualified counselor, but a wise question might be, "Is my behavior achieving the outcomes I want, or is my behavior getting in the way of what I want?" Once you answer that question, you (and maybe a counselor or wise friend) will have some clarity about what goals to pursue.

***

You and Rivian seem to agree on one thing: The fuss over charger pricing is no longer worth the effort to either of you. If that's the case, it's also not worth the manager's time -- even though some future issue might be worth the manager's time. If I were in Pam's position, I might respond as noncommittally as she did.

In the recovery community, anticipating FUTURE difficulties is sometimes labeled as "future tripping," and sometimes gets in the way of day-to-day sobriety.

PLANNING is a helpful thing -- but every helpful thing, including planning, can be overdone. Often we get in the way of our own happiness.

***

I don't get to tell you what to do, @Zeusy Zeus -- but I hope the questions and advice above might have some value in your life. Your "one wild and precious life," to use the phrase from Mary Oliver's poem "The Summer Day" (https://www.loc.gov/programs/poetry...all-poems/item/poetry-180-133/the-summer-day/)

You can fire Rivian. Your life will go on, and so will Rivian's. But is that what you want? I wish for you a long life in which you achieve your most important goals. Whether that includes a Rivian is up to you.

Your Rivian will never be a perfect experience. It will require patience with its complicated nature. Things will go wrong at times. That's why many of us rely on our fellow adventurers in this forum.

If you want an absolutely predictable vehicle experience, this isn't it yet. If you want to be part of making a better world, the Rivian experience -- with all of its messiness and uncertainty -- can advance that goal very nicely.

Good luck, @Zeusy Zeus! Very best wishes!

Thank you for the well thought out response there’s always something we can all improve on no? Tbh it wasn’t the response I thought I would get but nonetheless I’m thankful you shared your opinion and time with me. And thanks for the suggestion on reading that nice poem I will share it along Cheers Dave ?

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[s4wrxttcs]

If you want I’ll gladly flood this post with the countless emails I sent Rivian guides without receiving responses for weeks. Waiting on phone for hours to speak with someone only to give up and hang up… only customer support telling me there’s no one to speak to that I will have to wait until a guide calls or emails me back… the list goes on. I don’t have sympathy for this company or its guides because what they did to me isn’t right and I’ve never had that experience with any other company. Heck you can buy a $20 electric burner on Amazon and receive better customer service than what I’ve gotten from Rivian. No exaggeration.

I'm not disputing the fact that if you have a problem with a Rivian vehicle that it's not very easy to escalate issues. Even if the guide responds they're basically powerless to do anything.

Like I have a tock noise used to only happen on starts and stops of moderate acceleration, but now happen even with slight changes in speed.

So its really annoying.

The last time I had service take a look at it they told me it was "within spec" and there was no way to escalate the issue. They basically said that was the Service Centers conclusion.

I did reach out to other service centers in the area (though email) and they seemed willing to take a look. But, I had to wait 3-4 months for it. I got another couple weeks on the wait.

 

[defcon888]

Ok I’ll bite… honestly what part of my conversation to the guide or in my post was me acting like a “jerk”? I really want to know.

Sorry, if you took "jerk" to be rude. I meant it more as a generality.

Like they said, they have detailed notes from you and the issues you have had.

I don't understand what you are thinking or wanting from the Manager. I guarantee they would read the notes prior talking to you and give you the same answer. Your tone came across as "You didn't give me the answer I wanted and I want to talk to the manager". What happens or what action will you take if the manager doesn't give you the answer you want or expect?

I would also start with actually calling and talking to them. We had a few issues with our R1T and instead of calling Customer Support, we called the service center and talked with that manager.

 

[SASSquatch]

Yeah they should let you talk to a supervisor but it sounds like they aren't going to do that because the decision has already been made.

I would just get the Tesla Universal wall connector instead. I mean you are getting the ppf which is a $5,000 value so at least you're getting that. The only other option is to cancel.

https://amzn.to/3xRxNFl

This exactly. @Zeusy Zeus Listen, in your shoes, I'd be irked that you are being told that you can't speak to a manager. Let's all acknowledge that isn't standard protocol.

On the other side of this, you are aggrieved well beyond the charger issue and you are using that issue to try and get some satisfaction from Rivian management for all the other issues.

Those are in the past. This communication with the Guide isn't the right place for that. Send RJ a note and tell him how much this has sucked for you and how your experience isn't what you expected based on the high satisfaction surveys Rivian typically receives from customers.

Big picture, you are getting perks (to the tune of $5K) that a lot of folks in this forum didn't get. So take that win and let this go and get the Tesla charger like others are suggesting.

Life is too short to sweat the small stuff.

 

[Rad_ry]

May want to review your sense of entitlement.

 

[Rad_ry]

This exactly. @Zeusy Zeus Listen, in your shoes, I'd be irked that you are being told that you can't speak to a manager. Let's all acknowledge that isn't standard protocol.

On the other side of this, you are aggrieved well beyond the charger issue and you are using that issue to try and get some satisfaction from Rivian management for all the other issues.

Those are in the past. This communication with the Guide isn't the right place for that. Send RJ a note and tell him how much this has sucked for you and how your experience isn't what you expected based on the high satisfaction surveys Rivian typically receives from customers.

Big picture, you are getting perks (to the tune of $5K) that a lot of folks in this forum didn't get. So take that win and let this go and get the Tesla charger like others are suggesting.

Life is too short to sweat the small stuff.

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.

 

[DuoRivian]

You’re right I am a little uneasy after my previous experiences but I am also picky and OCD which doesn’t help me when it comes to a vehicle like the R1S from a new company that is still learning and growing. Now I’ve debated this countless times if this is the brand for me all things considered and I just know when I see the cars on the road something speaks inside of me. I have no doubt I’m going to love the vehicle (if I ever get a chance to actually drive and own it) I just keep getting these what I consider to be red flags and it gives me legitimate concerns. I have been called names on this thread, ridiculed, and more but I still just honestly want to know do I have the opportunity to speak to management if I have a concern. That shouldn’t be a request that management takes lightly. Successful companies have managers there’s a reason for that. Just read my conversation with the guide today and tell me I’m wrong for feeling the way I do…

Please if I’m being unreasonable tell me… you seem like a pretty level headed person. Btw the last text you can clearly see I got no response back and most likely won’t.

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Wow - that last message where you are already planning on having future issues (I am sure you will find something to complain about) and want an iron clad assurance you can speak to management at some indeterminate time in the future on some unknown issue. Just wow.

 

[Spork8]

Like I have a tock noise used to only happen on starts and stops of moderate acceleration, but now happen even with slight changes in speed.

So its really annoying.

I would advise the SC about the following known issues on 2022 R1T's. I had that noise as you described, mentioned these to customer service, and they were able to resolve it. You can find these customer satisfaction campaigns on the NHTSA website.


NHTSA ID Number: 10235544

Manufacturer Communication Number: RCA-38-23-002-1

Summary

Rivian is initiating a customer satisfaction campaign for some model year 2022 R1T and R1S vehicles that may have been built with excessive clearance space between the halfshafts and wheel hubs. In some instances, this may result in a brief noise coming from the front and/or rear of the vehicle when accelerating or decelerating that is noticeable to the customer but would not result in any changes in the performance of the vehicle. Rivian will install washers on both the front and rear halfshafts to remove the excess clearance and eliminate the noise. Rivian is launching this campaign for customer satisfaction and to ensure the quality of Rivian vehicles.


NHTSA ID Number: 10235543

Manufacturer Communication Number: RCA-38-23-001-1

Summary

Rivian is initiating a customer satisfaction campaign for some model year 2022 R1S and R1T vehicles that may have been built with inadequate press fit force between the halfshaft splines and the wheel hubs. In some instances, this condition may result in a loss of torque of the halfshaft bolt and subsequent noise and/or separation of the bolt and wheel center cap. Without this bolt there may be additional movement of the components and/or noise but there will be no resulting changes in the performance of the vehicle. Rivian will replace the halfshaft bolts and torque them to a higher specification to improve the press fit force and bolt retention. In addition, washers will be installed on the halfshafts to reduce potential noise. Rivian is launching this campaign for customer satisfaction and to ensure the quality of Rivian vehicles.

 

[Trandall]

@Zeusy Zeus I've read through this thread and wanted to note one thing not yet mentioned which is; My understanding is you are not yet a customer having declined previous deliveries to take ownership. My experience with my guide/s (they switched mine likely due to layoff's) has been mediocre at best especially pre-delivery. My experience as an owner with service and service managers has been stellar, above expectations. An example I put in a service ticket for a proken cup holder that I broke (they are cheap IMO for a truck of this price range) But acknowledged that I broke it. Service scheduled a remote service and replaced the front cup holder under warranty or goodwill. My tonneau recently broke and they fixed it (after I waited a while) but when it was in for the service I asked for a warranty inspection, since I have 50K, miles which was provided for free. They determined that I had a very minor leak in rear air suspensin line and replaced it under warranty and found that my brake pads were showing unusually fast wear and offered the labor free if I purchased the pads since they were not technically a warranty item. My local service center has excellent communication I know them by name. My point is my single data point is of exceptional customer service. That being said your Rivian will not have fit and finish of a Porsche. I have a 2022 T and a 2023 S and the utility and performance of both are next level even if the build quality is not perfect.
I'll resist advising you to "buy a Lexus GX" if you want a known quantity but if you go into ownership with expectations of what Rivian is and isn't you'll most likely have an excellent experience. Good luck and hope Rivian can turn you into a "fan boy" as they did me.

 

[Rad_ry]

Wow - that last message where you are already planning on having future issues (I am sure you will find something to complain about) and want an iron clad assurance you can speak to management at some indeterminate time in the future on some unknown issue. Just wow.

100%. The Rivian agent’s responses are pretty spot on. No wonder why their support system is swamped if this is what they deal with day in day out.

 

[Zeusy Zeus]

Sorry, if you took "jerk" to be rude. I meant it more as a generality.

Like they said, they have detailed notes from you and the issues you have had.

I don't understand what you are thinking or wanting from the Manager. I guarantee they would read the notes prior talking to you and give you the same answer. Your tone came across as "You didn't give me the answer I wanted and I want to talk to the manager". What happens or what action will you take if the manager doesn't give you the answer you want or expect?

I would also start with actually calling and talking to them. We had a few issues with our R1T and instead of calling Customer Support, we called the service center and talked with that manager.

From what I’ve seen from the outside in on this forum is a lot of defensive Rivian owners. For some reason or another I see a lot of bashing. I mean it’s the internet people are going to troll and talk crap because often times they cant in person. Whatever makes people feel better about themselves I guess.

This exactly. @Zeusy Zeus Listen, in your shoes, I'd be irked that you are being told that you can't speak to a manager. Let's all acknowledge that isn't standard protocol.

On the other side of this, you are aggrieved well beyond the charger issue and you are using that issue to try and get some satisfaction from Rivian management for all the other issues.

Those are in the past. This communication with the Guide isn't the right place for that. Send RJ a note and tell him how much this has sucked for you and how your experience isn't what you expected based on the high satisfaction surveys Rivian typically receives from customers.

Big picture, you are getting perks (to the tune of $5K) that a lot of folks in this forum didn't get. So take that win and let this go and get the Tesla charger like others are suggesting.

Life is too short to sweat the small stuff.

Well said it’s exactly that the frustrations with a Rivian from the past all mixed up into one. Just keeping fingers crossed on my next delivery. You are right I am getting a much better deal now and that is why I came back. I didn’t mind buying the vehicle like most here years ago it just didn’t work out. It was one hell of a rollercoaster through it all but hey I must be keep coming back for a reason right? Hopefully I find out soon if I ever get my hands on the car. Thank you for your response and understanding cheers bud ?

 

[Zeusy Zeus]

May want to review your sense of entitlement.

Really no reason to respond to this but sure I’ll play along. All things considered and my background (military, broken household growing up, hard financial upbringing, best friends I’ve lost along the way, and more) I would consider myself a pretty grounded person. I worked my butt off and made something out of myself and I’m doing extremely well for myself and my family because of it. Not for one second do I take anything for granted nor do I consider myself entitled. This isn’t about being “entitled” it’s about knowing you deserve more than a text through a phone for your frustrations with a company. Without going off on a lengthy explanation as to why I’ll just say we all deserve more than that period. If you think this is being entitled than jeez I would say pick yourself up from off the ground because your sense of self worth might be in question here.

Just some of my “entitled” philosophies:

Don’t make excuses for other people who simply don’t want to work and don’t want to put in the effort. This applies to all aspects in life.

Never settle for mediocre and surround yourself with positive like minded people that’s been my recipe for success and I hope everyone here can feel this “entitled” with me. Sarcasm.

 

[Zeusy Zeus]

Wow - that last message where you are already planning on having future issues (I am sure you will find something to complain about) and want an iron clad assurance you can speak to management at some indeterminate time in the future on some unknown issue. Just wow.

There’s no way you can’t read between the lines here is there? Read it over and over until you understand. I made that comment because I simply just gave up with this person and just wanted a simple “hey if I have an issue will I ever be able to speak to management? Give me a yes or no already”. Clearly it’s a no. Clearly no one here has ever spoken with management or has figured out how to which is why not a single soul has responded to this. Starting to think they fired management and now it’s just guides, factory workers, and service center employees ?

 

[Hillbilly]

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.

Rivian won't succeed if they waste money and time catering to Karens. I know there are a disproportionate number of them in the granola crowd, so that Venn diagram overlaps a lot, but those customers always end up taking more than they give in the form of time. So my ass ends up sitting on hold because you've tied up the line asking for free shit. What about me?!

 

[Zeusy Zeus]

@Zeusy Zeus I've read through this thread and wanted to note one thing not yet mentioned which is; My understanding is you are not yet a customer having declined previous deliveries to take ownership. My experience with my guide/s (they switched mine likely due to layoff's) has been mediocre at best especially pre-delivery. My experience as an owner with service and service managers has been stellar, above expectations. An example I put in a service ticket for a proken cup holder that I broke (they are cheap IMO for a truck of this price range) But acknowledged that I broke it. Service scheduled a remote service and replaced the front cup holder under warranty or goodwill. My tonneau recently broke and they fixed it (after I waited a while) but when it was in for the service I asked for a warranty inspection, since I have 50K, miles which was provided for free. They determined that I had a very minor leak in rear air suspensin line and replaced it under warranty and found that my brake pads were showing unusually fast wear and offered the labor free if I purchased the pads since they were not technically a warranty item. My local service center has excellent communication I know them by name. My point is my single data point is of exceptional customer service. That being said your Rivian will not have fit and finish of a Porsche. I have a 2022 T and a 2023 S and the utility and performance of both are next level even if the build quality is not perfect.
I'll resist advising you to "buy a Lexus GX" if you want a known quantity but if you go into ownership with expectations of what Rivian is and isn't you'll most likely have an excellent experience. Good luck and hope Rivian can turn you into a "fan boy" as they did me.

This right here is what I love reading so thank you for that refreshing take! Man what a breath of fresh air after all the bashing and really just wasteful responses. So yeah thank you again. That’s awesome they’ve taken care of you to that level of degree and appreciate you as a customer. I can only hope the service center in my area would be that willing to help me out some day if the time ever comes. But really it’s posts like yours that give me faith in the company and I see the satisfaction people have with their vehicles or trust me I wouldn’t be here still eager to pursue the Rivian brand. I’m really hoping that things start looking up from here and I’m going to take it one day at time. I’ll definitely report back up after delivery which I’m praying will go smoothly this time.

Thanks again for sharing your experience.

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