Order Completion DOs and DON'Ts

[JMAG]

Thought I'd start a thread about completing the order process. I received my " Prepare for the Digital Purchasing Process" and, after catching my breathe, dived into the process. Hopefully, my story will give others insight and help their process go more smoothly.

Here's my story and, BEFORE anyone says it, I KNOW--most of this is on me, lol--but some of it isn't.

So... As I said--after 12 months of checking the rivian site every single day--late one night last week I got an email from Rivian with the subject " Prepare for the Digital Purchasing Process." My hands were shaking as I opened it. The email says " The next step before delivery is for you to complete the digital purchasing experience. " and that they " designed the experience to be smooth, seamless and intuitive." So far it has been none of the three.

The steps were:

1. Title & registration
2. Trade-in
3. Financing
4. Insurance
5. Upload documents
6. Sign contracts
7. Payments
8. Schedule deliver

I dove in! Title & Registration was simple, in fact too much of a breeze. Somewhere in that process, you "lock in" your configuration. I was thrilled to be getting both of my desired colors--exteriors and interiors. UNFORTUNATELY, I sped through it so fast that I didn't notice that some things were removed from my config. I am CERTAIN that I never removed them... but suddenly my order was missing the tire, the camp kitchen, and ppf.... You do NOT get to look at the config again during the remaining 8 steps, but KNOW that you cannot go back.

I have no input on the Trade-in as I don't have one. The Financing went smoothly. As did the insurance. The site tells you that you MUST have and have ALL DOCUMENTS uploaded before signing. SOOO... I got insurance from my provider and uploaded the documentation. The Signing process was super simple and everytihng was going great. They even displayed my acutal VIN!!! I had to pause on step 7 (Payment) in order to move funds in my bank.

THIS IS WHERE IT ALL GOES AWRY

I wake up to an email from my Rivian Guide and schedule a call. The call starts off OK until I ask about adding the PPF to the order and she informs me that I can no longer make ANY changes to my configuration as it was LOCKED in Step 1 of the process. She commented that she "wished I had waited to start the process until after I met with her." HOW was I supposed to know that another email was going to arrive 12 hours later??? I then asked about the camp kitchen and when that would be delivered. She curtly informed me that my configuration did not include the camp kitchen. And, even if it did at some point, they had no way to review what the configuration had been so I was out of luck and they would not be honoring the original config price. She also informed me that the PPF program was discontinued but sent me a link to reach out to XPEL on my own.

FINALLY she tells me that despite requiring me to set up insurance and pay the down payment, my vehicle was 6 to 8 weeks out from delivery!!! I was like "Wait, what??" And her response was "Yeah, you shouldn't have gone out and gotten it insured" When, through clenched teeth, I told her that the 8 step process REQUIRES it be done in Step 4, her only response was she would take note of that feedback. Now... I wait...

SO.. hopefully some lessons can be learned from my story for anyone

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[Donald Stanfield]

Yeah there was the information here on that too. That thread is older though, so you didn't see it unfortunately. You don't have to insure your car and all the steps DO NOT need to be completed until delivery is scheduled. I know it doesn't seem like that from the process itself, but you don't even need to PAY for it until you have the delivery date.

Regarding the camp kitchen, NO ONE is getting one of those right now. They have been removed from everyone's config and are currently undergoing a redesign. Same thing with the gear shuttle. They will be added back in a couple months into the gear shop for purchase. Also spare tires are available for purchase from the shop.

 

[COdogman]

Aren’t you glad you have a “guide” to help you navigate that process?



I hope it gets better from this point on… I did know about waiting to do insurance and checking configuration before you start the 8 steps, but only because others have reported similar stories as yours here.

 

[Taycanfrank]

So, having done the 8 step process recently I don't think it's as bad as you imply.

I think you got excited, understandably so, and rushed to complete the steps. However, it's pretty clear the steps are the actual purchase of the vehicle. Once you sign purchase documents for any vehicle you can't go back and change it, you'd have to do so through the dealership.

The information you mention regarding additional equipment availability (tire, kitchen, tent) etc.. have been mentioned on here and in email.

The PPF can be done better by a local shop, anyway, especially given QC problems we've seen from Rivian.

Your guide seems like more of the issue. My guide has been MUCH better through the process.

Your guide is also wrong about equipment. Rivian will honor the original price of equipment for pre-orders when it becomes available again. I've confirmed with my guide that I can order the tent when it becomes available and it will be the original price.

Your guide sucked but it's worth noting the 8-step process is the process of buying the vehicle. Do not sign anything until you are 100% sure it's the vehicle you want. This is true of all car sales, online or dealership. Once you sign you are at the mercy of the dealership (in this case Rivian) if you'd like to request changes and they have no obligation to do so.

The final steps DO NOT speed up the delivery preparation process. You have to have them done to actually take home delivery of the car but the 8 steps open while the car is being prepared & loaded for a train and payment is NOT REQUIRED for that. It does mention that directly in the steps.

I've purchased many cars and found the 8 step process easy, but I'm quite experienced with the process. I'd HIGHLY recommend people approach it as "anything I sign is final" and ask questions first.

 

[domoplaytime]

For those considering a trade in, my guide told me that the offer won't expire so there's no rush to make a decision.

 

[Prime]

So when the 8 steps populate should it not be started until closer to delivery? Or should at least the first step (locking in vehicle config) be started so you can get the VIN?

When we got our Tesla the “8 steps” only populated when your vehicle was ready to pick up if I recall correctly.

 

[ElCapiTan]

Seems people that had Camp kitchen or shuttle had all their options removed after the email went out saying they were on hold. I have the shuttle in my config and the next day I noticed all my options were removed. I've seen others post that this also happened to them. Seems like you should have a good case to get it added back to your order.

 

[Dark-Fx]

Seems people that had Camp kitchen or shuttle had all their options removed after the email went out saying they were on hold. I have the shuttle in my config and the next day I noticed all my options were removed. I've seen others post that this also happened to them. Seems like you should have a good case to get it added back to your order.

The shuttle and kitchen don't exist despite what Tony stated in his email.

The factory xpel option isn't as good as what you'll be able to get at a local installed.

Service center should be able to get you set up with the spare tire.

 

[JMAG]

Yeah there was the information here on that too. That thread is older though, so you didn't see it unfortunately. You don't have to insure your car and all the steps DO NOT need to be completed until delivery is scheduled. I know it doesn't seem like that from the process itself, but you don't even need to PAY for it until you have the delivery date.

Regarding the camp kitchen, NO ONE is getting one of those right now. They have been removed from everyone's config and are currently undergoing a redesign. Same thing with the gear shuttle. They will be added back in a couple months into the gear shop for purchase. Also spare tires are available for purchase from the shop.

With the camp kitchen, I thought if it was on our config, they would honor the original pricing and she assures me that I will not have that price honored..

 

[Donald Stanfield]

With the camp kitchen, I thought if it was on our config, they would honor the original pricing and she assures me that I will not have that price honored..

I was under that impression as well but truthfully I didn't have the camp kitchen in my config so I haven't been keeping up with it.

 

[JMAG]

Mostly I was hoping that my story would be a warning people who receive the 8 step email to NOT dive in out of excitement, but wait until they speak to their guide.

 

[mabowden]

Mostly I was hoping that my story would be a warning people who receive the 8 step email to NOT dive in out of excitement, but wait until they speak to their guide.

Will do!

 

[Cavalryscout18]

??

 

[JMAG]

So, having done the 8 step process recently I don't think it's as bad as you imply.

I think you got excited, understandably so, and rushed to complete the steps. However, it's pretty clear the steps are the actual purchase of the vehicle. Once you sign purchase documents for any vehicle you can't go back and change it, you'd have to do so through the dealership.

The information you mention regarding additional equipment availability (tire, kitchen, tent) etc.. have been mentioned on here and in email.

The PPF can be done better by a local shop, anyway, especially given QC problems we've seen from Rivian.

Your guide seems like more of the issue. My guide has been MUCH better through the process.

Your guide is also wrong about equipment. Rivian will honor the original price of equipment for pre-orders when it becomes available again. I've confirmed with my guide that I can order the tent when it becomes available and it will be the original price.

Your guide sucked but it's worth noting the 8-step process is the process of buying the vehicle. Do not sign anything until you are 100% sure it's the vehicle you want. This is true of all car sales, online or dealership. Once you sign you are at the mercy of the dealership (in this case Rivian) if you'd like to request changes and they have no obligation to do so.

The final steps DO NOT speed up the delivery preparation process. You have to have them done to actually take home delivery of the car but the 8 steps open while the car is being prepared & loaded for a train and payment is NOT REQUIRED for that. It does mention that directly in the steps.

I've purchased many cars and found the 8 step process easy, but I'm quite experienced with the process. I'd HIGHLY recommend people approach it as "anything I sign is final" and ask questions first.

LOL, I started the thread admitting that it is on me. AND I KNEW I was buying a vehicle... where I went wrong was thinking that if you had to show proof of insurance, and make the payment, that you still might not get the vehicle for another 8 weeks. I would have expected the process to give the timeline of delivery early in the steps...like STEP ONE... but in fact you don't get a delivery estimate. I completed 7 of the steps and only found out in the conversation with the guide that the vehicle wouldn't be arriving for two more months. WHY would step 2 be show proof of insurance in this case....? I admit I rushed through step 1, but step 2-7 I went over carefully to ensure I was getting the acceptable amount of insurance, the proper uploaded documentation, etc.

Also, I don't think it "opens up when the truck is being prepared and loaded", otherwise why would it let you make changes to the configuration? If I had paused in step one and changed tires for instance, that would have to be before it is getting loaded on a train, right...?

Also... I'm not complaining, I'm getting the freakin truck finally!!! I just thought someone else might benefit from my experience.

 

[JMAG]

Everyone keeps mentioning that the equipment was "mentioned in the email".... I never got (or clearly missed) an email with any equipment information. Other than the Time to Begin The Purchase Process email, the only announcement email I have received talked about showing delivery estimates at the end of October.... I double checked and definitely nothing in my email account that I used for both the preorder of my R1T and R1S.

What email is everyone speaking of?

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