SmorOfNaivir
Member
- Joined
- May 20, 2022
- Threads
- 1
- Messages
- 24
- Reaction score
- 47
- Location
- Orlando, FL
- Vehicles
- Tesla Model Y LR, Ford Maverick Lariat
- Thread starter
- #1
Whelp, this is disappointing. TL;DR: Discovered there is a giant 1.5 foot horizontal dent in tailgate on my R1T that is supposedly being delivered on Monday... what should I do?
Stopped by the Orlando SC to see if I could speak with anyone regarding my R1T pending delivery. Originally, delivery was scheduled for 5/26. I received a text from someone in CS (not my guide) that there was "a complication" during pre-delivery inspection and that delivery would have to be delayed until 6/1.
Come 5/31, I get an email notifying me that my delivery date has now changed to 6/3. That's strange - especially as there was no other communication from anyone at Rivian on this. I quickly changed my date back to 6/1 in the configurator, and decided to write CS. Again, didn't want to bother my guide as my past experience with the original delay came from someone else in CS. CS chat indicated they'd get my guide in contact with the delivery team in Orlando and that the guide would give me a call - this took a couple hours, no big deal.
My guide indicated that the delay to 6/3 was not in error, and that the delivery team would need more time to deal with the "complication." I pushed a little further - "do you (Guide) know what the issue is? How concrete is it that it can get dealt with by 6/3?" No better information could be provided, but they were sure that delivery would occur 6/3.
I've had no contact from the SC. I can't find a phone number for them. I live 10 miles up the road, so why not go over there and see what's up? I know that the Orlando SC is operational - at least in the sense that trucks are being serviced there for customers who can arrive and drop them off/pick them up. I've seen that other forum members have stopped by and had chats with the delivery team and been invited to check out some same R1Ts at this location.
So, upon my arrival I see that the singular employee is busy with customers who are in for service - no problem, I'm not in a rush, and I haven't seen so many R1Ts yet (only the one I test drove) so I want to scope out the different colors, poke around, maybe I'll find mine. A nice series of Limestone - El Cap - Midnight is in a row to check out. Not many with the A/T brights - I figure that'll be the best way to identify my LG in a field of LGs.
I scope out several R1Ts with similar config to mine, but I'm really looking for those A/T brights - those aren't on many of these Launch Greens. Oh! There's one! It's got a red "hold" flag hanging from the rearview. I bet it's mine. VIN check - yup, it's mine. A little dirty, to be expected if it's been sitting around since at least 5/26. Come around the back and...
The "V" and the "I" and the "A" in "RIVIAN" are cratering 2 inches into the tailgate. The triple fold of the deepest impact is to the right of the "N", with a horizontal crease stretching from below the "N" to the first "I." Intermittent white scratches into the paint stretch above, below, and through this massive dent.
Finally, a rep spots me crouching around the back of my R1T. I won't get into the details of our conversation, but I'm livid and they're apologetic. My ire is directed at the process, the (lack of) communication, and the expectation that they could possibly deliver this vehicle at any of the previously agreed-upon timelines.
All I want is some truth. I want some REAL customer service. I wanted to know ahead of time that I won't be getting my R1T before 6/20 (this is when my trade-in evaluation from RIVIAN will expire). Don't keep pushing my delivery date back knowing you can't deliver.
I told them I don't want to talk to anyone else at the SC when I was offered to escalate it in the moment. A VM is with my guide as of an hour ago. What else do I do?
Stopped by the Orlando SC to see if I could speak with anyone regarding my R1T pending delivery. Originally, delivery was scheduled for 5/26. I received a text from someone in CS (not my guide) that there was "a complication" during pre-delivery inspection and that delivery would have to be delayed until 6/1.
Come 5/31, I get an email notifying me that my delivery date has now changed to 6/3. That's strange - especially as there was no other communication from anyone at Rivian on this. I quickly changed my date back to 6/1 in the configurator, and decided to write CS. Again, didn't want to bother my guide as my past experience with the original delay came from someone else in CS. CS chat indicated they'd get my guide in contact with the delivery team in Orlando and that the guide would give me a call - this took a couple hours, no big deal.
My guide indicated that the delay to 6/3 was not in error, and that the delivery team would need more time to deal with the "complication." I pushed a little further - "do you (Guide) know what the issue is? How concrete is it that it can get dealt with by 6/3?" No better information could be provided, but they were sure that delivery would occur 6/3.
I've had no contact from the SC. I can't find a phone number for them. I live 10 miles up the road, so why not go over there and see what's up? I know that the Orlando SC is operational - at least in the sense that trucks are being serviced there for customers who can arrive and drop them off/pick them up. I've seen that other forum members have stopped by and had chats with the delivery team and been invited to check out some same R1Ts at this location.
So, upon my arrival I see that the singular employee is busy with customers who are in for service - no problem, I'm not in a rush, and I haven't seen so many R1Ts yet (only the one I test drove) so I want to scope out the different colors, poke around, maybe I'll find mine. A nice series of Limestone - El Cap - Midnight is in a row to check out. Not many with the A/T brights - I figure that'll be the best way to identify my LG in a field of LGs.
I scope out several R1Ts with similar config to mine, but I'm really looking for those A/T brights - those aren't on many of these Launch Greens. Oh! There's one! It's got a red "hold" flag hanging from the rearview. I bet it's mine. VIN check - yup, it's mine. A little dirty, to be expected if it's been sitting around since at least 5/26. Come around the back and...
The "V" and the "I" and the "A" in "RIVIAN" are cratering 2 inches into the tailgate. The triple fold of the deepest impact is to the right of the "N", with a horizontal crease stretching from below the "N" to the first "I." Intermittent white scratches into the paint stretch above, below, and through this massive dent.
Finally, a rep spots me crouching around the back of my R1T. I won't get into the details of our conversation, but I'm livid and they're apologetic. My ire is directed at the process, the (lack of) communication, and the expectation that they could possibly deliver this vehicle at any of the previously agreed-upon timelines.
All I want is some truth. I want some REAL customer service. I wanted to know ahead of time that I won't be getting my R1T before 6/20 (this is when my trade-in evaluation from RIVIAN will expire). Don't keep pushing my delivery date back knowing you can't deliver.
I told them I don't want to talk to anyone else at the SC when I was offered to escalate it in the moment. A VM is with my guide as of an hour ago. What else do I do?
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