Rivian Guide Appreciation

[ORFynder]

Just an appreciation post for the Rivian Guides that have worked to fulfill our orders or in the process of delivering our R1s. I had the privilege to meet a number of guides and I have seen first hand how much they are doing to get as many people in their R1s. I know not everyone has had an amazing experience as I have but just know they're working they're a$$ off, especially in December.

To my guide Zach: THANK YOU for overdelivering on my Rivian experience. with gratitude forever, Pat

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[virgnia_rivian]

Our guide Tyler has been awesome as well. Their workload has quadrupled since early November.

 

[AltaTruck]

My guide was always so helpful and nice to talk with. My truck was early, back in March, so Olivia was just getting started, but did an outstanding job. She has since moved up the ladder in some other capacity, where, I'm sure she will do very well. Thank you for your efforts.

 

[RivianRiverRat]

My guide was always so helpful and nice to talk with. My truck was early, back in March, so Olivia was just getting started, but did an outstanding job. She has since moved up the ladder in some other capacity, where, I'm sure she will do very well. Thank you for your efforts.

Olivia D is my guide - just got notified at the beginning of the month of eminent delivery

 

[mabowden]

Kareem was the man. Super helpful, cool guy.

 

[johnking]

Since it is guide appreciation in this thread, I wanna thank my guide Steve. Since I had to delay my delivery due to some medical needs, he sent me a care package after delivery of the vehicle. Appreciate this kind action by Steve and Rivian. Thank you Steve !

 

[domoplaytime]

My guide was on vacation when I took delivery, so here's to Cat, my substitute guide! Cat answered all of my emails quickly despite a stated preference for texts, and helped me scramble to secure the right financing paperwork (specific wire receipt) and proof of insurance for delivery day. Thanks, Cat!

 

[DB-EV]

Olivia D is my guide - just got notified at the beginning of the month of eminent delivery

Happy for you but man is that crazy. I ordered about 3 years before you : )

 

[DTown3011]

I’m not one to throw anyone under the bus but my experience has been very different. I find customer service extraordinary helpful with all my questions but don’t understand the value of the “guide.” I’ve sent 6 different basic comments/questions questions since Nov 30th with nary a reply or even acknowledgement. Sorry, but over 2 weeks is unacceptable to me. The guide was very very nice on the intro call but I’m just going to stick to regular CS who answers my questions quickly and promptly. I even sent a message making sure they were OK. Crickets.

I am sure they are very busy but if you can’t deliver the service experience it sours everything in my book.

that said, my interactions with regular customer service have been nothing short of extraordinary, and would not let this one experience ruin my overall thoughts and feelings about my buying
experience!

 

[virgnia_rivian]

I’m not one to throw anyone under the bus but my experience has been very different. I find customer service extraordinary helpful with all my questions but don’t understand the value of the “guide.” I’ve sent 6 different basic comments/questions questions since Nov 30th with nary a reply or even acknowledgement. Sorry, but over 2 weeks is unacceptable to me. The guide was very very nice on the intro call but I’m just going to stick to regular CS who answers my questions quickly and promptly. I even sent a message making sure they were OK. Crickets.

I am sure they are very busy but if you can’t deliver the service experience it sours everything in my book.

that said, my interactions with regular customer service have been nothing short of extraordinary, and would not let this one experience ruin my overall thoughts and feelings about my buying
experience!

Once you’re in the 8-steps the guides ensure you have everything to get to delivery. I don’t know if CS can access that process. Our guide has been super helpful and has ensured documents are reviewed in a timely fashion.

One other thing to keep in mind is that the guides are not all knowing. They do their best with the info they’re given, but our guide went out of his way to find us a truck.

 

[Mjhirsch78]

My first guide Eric and his padwon Sean have both been awesome. Thanks to both of them!!

 

[DTown3011]

Once you’re in the 8-steps the guides ensure you have everything to get to delivery. I don’t know if CS can access that process. Our guide has been super helpful and has ensured documents are reviewed in a timely fashion.

One other thing to keep in mind is that the guides are not all knowing. They do their best with the info they’re given, but our guide went out of his way to find us a truck.

I’m not overly upset, more disappointed that my experience doesn’t seem to mimic the obviously overwhelming positive experiences most of you have all had!

 

[Count Orlok]

My guide didn't do a whole lot. Based on posts here from people who spent 45 minutes or more on the phone when first assigned a guide I expected a more hand's on approach than I received. My first call lasted less than 10 minutes as he had to go., Also my guide had contradictory information (e.g., delivery date) than the text communication I had with the SC.

Don't get me wrong, he was perfectly fine and professional but I don't see how the guide model makes any sense if Rivian wants to scale production.

 

[ORFynder]

I’m not one to throw anyone under the bus but my experience has been very different. I find customer service extraordinary helpful with all my questions but don’t understand the value of the “guide.” I’ve sent 6 different basic comments/questions questions since Nov 30th with nary a reply or even acknowledgement. Sorry, but over 2 weeks is unacceptable to me. The guide was very very nice on the intro call but I’m just going to stick to regular CS who answers my questions quickly and promptly. I even sent a message making sure they were OK. Crickets.

I am sure they are very busy but if you can’t deliver the service experience it sours everything in my book.

that said, my interactions with regular customer service have been nothing short of extraordinary, and would not let this one experience ruin my overall thoughts and feelings about my buying
experience!

I'm sorry to hear about your experience. I have had 3 guides since May (took delivery of Rosie 6/25/22). and my guides were able to secure my R1T even though I had last minute changes, walked me thru the purchase process flawlessly (finished in under 2 hrs), able to recoup my registration cost when US Regs messed up on behalf of Rivian, and provided feedback I had on the R1 to the appropriate dept. I also feel I have a lifelong friend in my guide that we now share our Rivian experiences with. I would recommend setting up a calends follow up call with your guide to help address any outstanding questions.

As for the CEC customer service team, they are amazing as well. In fact, one of their reps, Tish, in Normal, I consider pretty much family. I was able to meet her in person in Oct and was blown away with her passion for our customer base.

Sincerely hope your guide experience will improve

 

[ORFynder]

My guide didn't do a whole lot. Based on posts here from people who spent 45 minutes or more on the phone when first assigned a guide I expected a more hand's on approach than I received. My first call lasted less than 10 minutes as he had to go., Also my guide had contradictory information (e.g., delivery date) than the text communication I had with the SC.

Don't get me wrong, he was perfectly fine and professional but I don't see how the guide model makes any sense if Rivian wants to scale production.

I dont think that is the norm with guides, as all three of my guide gave me 30+ more minutes to connect and Zach is still extremely helpful 5 months after we got Rosie

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