Stop Bothering CS! Be Respectful!

[nc10]

Exactly what my post title says! This may not apply to everyone so don’t feel personally attacked, this is more to do with people repeating the same messages over and over:

A little different angle, I'd suggest "Please don't stop contacting CS service with your concerns and questions, but please (PLEASE!) be polite and respectful"
- At at the end of the March 6 pricing email from Rivian's head of customer engagement Tony Caravano, the following was mentioned:

" Feel free to contact us if you have questions or input throughout the process. We’re here to support you. Thank you for being part of the Rivian community. "

Rivian is inviting questions.

We should expect that Rivian make good faith efforts to answer questions about orders, features, timing as we finalize buying decisions. DIfficult for Rivian, but timing is part of buying decisions. Despite Rivian's enterprise value, they have a relatively small number of customers, for a car company. They plan to sell vehicles and associated products direct to consumers. The number of customers and questions will increase by orders of magnitude. Need to improve sooner rather than later.

I completely understand, Rivian is starting up a huge new business and new operations. But Rivian did tell us their stock should be valued at $78/share, that they were worth about as much as Ford, GM, etc. Rivian is setting our expectations.

Absolutely be polite and respectful, we don't want to discourage Rivian from taking future questions seriously. Don't hesitate to ask questions being aware of the odds at getting helpful answers. But absolutely expect good faith efforts from Rivian to answer those questions.

IRL, I get it, Rivian CS either doesn't know, or isn't supposed to share info. Supply chain makes timing, costs uncertain. In startup mode. But potential and actual customers should continue to expect Rivian to help us. Rivian's actions have set those expectations.

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[urundai]

I actually have very little time to spend with Rivian CS (or any CS for that matter).

But, if Rivian is more forthcoming with information and transparent, I don't think many will be contacting CS. No information about R1S, many with delivery dates coming up without any contact etc adds up to the CS inflow.

And, agree - no point in being a pain for the CS, they are just messengers

 

[cmiller]

 

[Max]

Rivian CS makes it difficult to be disrespectful. Every interaction I have had was with someone that was pleasant to deal with.

If a reservation holder wants to waist their time or think they will feel better by kicking and screaming with CS without getting results, I don’t think asking them on this thread is going to change their behavior.

However skipping CS all together is not a great idea either. We all have complained about Rivian’s communication. CS is their main contact point with us and has a potential to be a great resource for them as well as for us. Even if they decide to use it to it’s fullest potential in future, they won’t be able to if the feedback does not get to them.

The average length of my chats has been around 1-2 minutes with total time spent around 20 minutes. May be 2 minutes of it was useful. I expect that ratio will improve as both CS and Rivian get more experience.

Being respectful is a good thing for all parities regardless of settings. Unless you can’t help yourself

 

[MisterTea]

I don't know... I feel like if I harass them one more time, they'll finally move me to the front of the line.

That's how that works, right?

 

[E.S.]

snip

LOL good luck! Already it's been displayed how impulsive and impatient most people are (this forum has no exception of those folks). You really expect them to NOT repeat questions over and over again considering how Rivian tends to lack in the communication department?

 

[Cavalryscout18]

I think we are a little spoiled with that chat feature. Try to get a hold of someone at Tesla and see if you hear back from them in a week, if ever. That little chat button is so inviting, it almost dares you to press it. “Do it, I bet you can’t stump us.” But I have not reached out to CS for anything yet.

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