Plus he missed retaining the tax credit. It's meaningful money for most people.
I really don't get the issue. Its unprecedented with long order times, chip shortages, war, and inflation....They walked it back which was nice (I still betting most people over 50% didn't cancle their order) and they also offer a solution to secure federal tax credit....
Totally agree with you.... I also worked in IT for a long time, info@ or marketing@ or whatever would 100% be filtered out.... I dunno why he didn't use a personal address. This would be the same with most communications to other companies. Would have been easy to change email address to resolve this really non-existent problem
I use a rivian@ address and the service center initially had their system designate me as an employee. That is what I would consider a bug.
I think anyone who has dealt with AT&T or Samsung customer service can sympathize with your situation. I can cite MANY examples where I've spent countless hours being bounced around to various departments etc. each time being told there was no record of the many conversations that I've previously had. I've learned the hard way that written correspondence of some form is really the only way to ensure that you have some sort of defensible paper trail to resolve these sorts of issues. I'm guessing the main issue you are having here is that your primary method of resolving the issue was via phone (especially in the early stages after the window has passed) and that there is no easy way for you to prove those conversations took place. I would suggest the following (though likely a low probability of success). Get all of your evidence together in one place (sent emails, received emails, call logs, a detailed history of the conversations you claim to have had etc.) Keep in mind that it's easy to 'fake stamps' on emails so unless they also have a log that matches your email claims they can and will discard it. Then I would call CS, ask to have a 1:1 conversation with a supervisor, and then walk through your evidence in detail. Above all be polite, as being aggressive will only hurt your cause. I have had some success with the above approach in the past, but definitely not 100% of the time. Good luck to you.
Have you tried to stalk them on LinkedIn yet to find someone who can help? Keep shouting, blow RJ on Twitter etc... keep it up, contact EV journalist, etc... someone will finally "reach out" and fix it, really the only recourse you have at this point.
Really, make this a huge Rivian issue?
Yeah make it an issue when a company doesn't take the decency to honor their agreements and own up to their mistakes, hold their feet to the fire. When companies are too big to ignore things like this or don't give you an avenue to state your case, that's a problem.
I do the same companyname@ thing with my own domain but when things are really important I use a gmail account so it looks “normal” to systems and the people who use them.
I know what a deal I have but to be honest I never canceled my original pre-order. The statements on all of the documentation I saw said prices/options were not fixed and could change so was not that surprised with what was happening with prices everywhere.
This is arguably a BIG problem for OP but a tiny one-off issue for Rivian. In this case OP chose to cancel the order as a form of protest of the price hike. Many other people did the same thing. It shouldn’t have caused any problems except for the [email protected] email address.
Actually, the OP has described a process in which Rivian allowed him to extensively make his case. Rivian has simply denied him.
