Quick Guide Rant

[jfornelli]

Maybe it's just me, but it seems many of you have had several interactions with your guide along the way, dealing with the process. Me? Not so much. I've exactly one message from him, despite my sending him about four. Looks like I'd be better off trying to contact customer service to get any answers.
I've got a delivery (pick up) date set, and I'm mostly done with my 8 steps, but I have a need for someone at Rivian to back out something I did so I can resubmit it. Still a couple weeks to go so I'm sure it will all be done in time, but it's just frustrating.

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[COdogman]

That is definitely frustrating. My original guide went MIA about a month before I was supposed to take delivery. He wouldn’t respond to my texts or emails. I was seriously concerned he had been laid off or something happened to him.

Then I got assigned a new guide and she informed me that he had been promoted and was no longer a “guide”. She was amazing and helped me get across the finish line.

I think Rivian is actually changing the individual guide idea to regional groups of guides that help anyone living in their region. I hope they can match you up with someone to get you squared away.

 

[Electrified Outdoors]

Frustrating for sure. Try chatting CS? Our guide has been top notch. When we were close to delivery on the S we were put in touch with someone at the local SC who was a "coordinator" for the delivery process.

 

[SASSquatch]

I'm sorry for your experience, but if you think that is bad, try purchasing a Tesla.

You will send messages to a text number that you can't actually call and that will be ignored.
You will call a phone number that rings and rings and nobody ever picks up.
You will leave a voicemail that no one will ever listen to or respond to.
You will get automated messages in your text thread telling you what the next step is no matter what has happened in the process and will offer no help.
You will get frustrated and decide your $250 deposit isn't worth your sanity.
You will walk away.
And somewhere, in a land far, far, away, a CyberYuck™ gets its Uniwiper.™

 

[edman007]

I think Rivian is actually changing the individual guide idea to regional groups of guides that help anyone living in their region. I hope they can match you up with someone to get you squared away.

Exactly, I have a guide named. But the email is for a regional group not the named guide. Also I texted them and a different guide responded

 

[Redline]

My guide is great….it just takes a while for answers. He’s offered to help me find recent vin’s that match my build on the shop, but when I see one, by the time he responds, it’s gone. I think they’re overwhelmed at this point.

 

[R1Tmcg]

I had a similar, terrible experience that almost cost me getting my truck on delivery day due to a non-responsive guide.

You can reach out to [email protected] to get someone to help you more quickly. I used this and was able to get through delivery with their help.

Perhaps someone else here remembers or has the email, but I recall getting an announcement email about there being a PNW Regional email you could use for quicker responses too. Sadly I can't find that email anywhere

 

[fr4c]

Yeah guess it's all luck on who you get, but my guide(s) have been pretty good with responding and answering all my question.

Reason I put guides is because it's not just one person, but a specific team for your area. At least that's the case for me.

 

[jwanderson88]

My guide hasn't shown any interest in me at all, except for periodical survey questions. I'm not even sure I have a guide. And I'm a little annoyed by it.

 

[R1Thor]

My guide hasn't shown any interest in me at all, except for periodical survey questions. I'm not even sure I have a guide. And I'm a little annoyed by it.

Similar. At least this go round.

My initial guide was awesome, but was also (obviously) extremely overworked. Had many great conversations and he checked in to make sure things were copacetic a bunch. I gave some really honest feedback a few times, and he was incredibly receptive and responsive--even sent me some free merch as a 'thank you' for getting the message to his superiors.

Then one day I got a survey from a completely different guide. I answered the survey, but finished with "what happened to my original guide, <guidename>?" And my new guide said "Oh, he's moved onto a different part of the organization; I'm your guide now."

That was the first and last time I heard from him.

 

[LordUlhtred]

Yeah guess it's all luck on who you get, but my guide(s) have been pretty good with responding and answering all my question.

Reason I put guides is because it's not just one person, but a specific team for your area. At least that's the case for me.

That is my experience as well. I have multiple guides but so far all of them have been quite responsive.

 

[jfornelli]

I'm sorry for your experience, but if you think that is bad, try purchasing a Tesla.

You will send messages to a text number that you can't actually call and that will be ignored.
You will call a phone number that rings and rings and nobody ever picks up.
You will leave a voicemail that no one will ever listen to or respond to.
You will get automated messages in your text thread telling you what the next step is no matter what has happened in the process and will offer no help.
You will get frustrated and decide your $250 deposit isn't worth your sanity.
You will walk away.
And somewhere, in a land far, far away, a CyberYuck ™ gets its Uniwiper. ™

Our Tesla purchase (for my wife) a couple years ago was easy.

 

[AO_Pete]

Guides are the literally definition of hit or miss. Ours (Walter) was useless, and pretty disengaged. Not sure Tesla are any better or worse, but at least they don't set the expectation of having a 'wingman' to guide you through the purchase.

 

[LL75]

My guide sucks. He is on vacation every other weeks

 

[Craigins]

I pretty much knew more than my guide from this forum, so they didn't really need to do anything.

Then my guide was promoted and replaced the day before my factory pickup. Haven't had much contact with the new guide since then.

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