Rivian Customer Service

[Stanman55]

Is it me? Or is it just insane that Rivian only has the one customer service number? I’ve had my truck in for issues for over a week. Anytime somebody calls me, and I’m not available, they give me the same number to call back and I have to explain everything to whoever answers the call. 7 different people now. All needing to get up to date. My local service center calls me with details and I can’t even get them on the phone?!?!?
This is fundamental business stuff here.
have direct lines etc.
I remember having a Merc G Wagon and a Range Rover. If they ever needed service I got the service agents cel number and they’d text me and all. Easy easy easy.
Rivian really has a lot to learn. It’s driving me nuts.

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[calpharo]

+1 agree with this fully.

My service center (Costa Mesa) at least gave me a number to text directly. Although it may not be as efficient, at least there is a log of the conversation.

 

[runningdenver]

Yeah, definitely painful sometimes. My car was in for a service yesterday and I wanted an update, but didn't have an easy way to call the Denver center. I do understand why they do it - they don't want us calling local service station anytime we have an issue and tying up resources. It's economies of scale - have one set of people responsible for interfacing with customers, and not people at every location. Although with technology, it would surely be possible for the system to 'know' that your vehicle is in for a service, and so when it sees your number, route you to the local center. That would work for me.

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