Rivian customer service is #$%^&*

[sub]

On the day that I took delivery, one of the first things I did at the urging of the delivery specialist was create a second profile. Since I had only owned the vehicle for 5 minutes, I didn't realize how confusing it would be to have 2 accounts with the same first name. And to make it even worse, Rivian will not allow you to change the name yourself. It they say you have to reach out to customer service for that.

So I asked customer service, who responded by saying that is a guide thing. So I asked the guide, who said no problem. A week later I asked for an update and was told that this is something that can only be done by their software engineers and that it is on their to-do list but they were busy.

Another week goes by without any change so I asked for and update. And a week after that. And a week after that. And a week after that. And a week after that. And a week after that..... 3 months later and they finally did something.

They changed the name on the primary, owner account to "guest" instead of changing the secondary account that I asked them to change.

• Why did they come up with a system that requires one of their software engineers to update a profile label? This is something that users should be able to change themselves.
  
  
• Imagine how much better the OTA updates could be if Rivian didn't have their software engineers doing things like changing people's profile names.
  
  
• 3 months to change profile label is ridiculous no matter who they need to type in the change
  
  
• All communication with Rivian about this issue was from the email address associated with the secondary account. Someone emailing from a secondary account should not be able to change the primary owner account.
  
  
• Rivian - you are a mess.

Rivian Community - thank you for letting me vent my frustration.

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[Franksmartin]

I’m pretty sure the reason it took so long is the engineers were in fact working on more important things, like you say the OTA updates. Typical early adopter stuff, be ready for more.

 

[Riviot]

 

[Electrified Outdoors]

Wow sorry you are having such a frustrating experience.

Yeah i say revoke access to 2nd profile. Now they changed the primary profile though. It should not take 3 months. It normally takes 1-2 weeks though which us still unacceptable.

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