Transparency with customers.

[FormerRIVTech]

I've openly stated in the past and present with multiple manufacturers that they would benefit from having some weekly transparency and technical clarification dialogue with it's customers. IDK what's going on in the heads of individuals running the customer experience but I sure hope it gets better on all fronts. SMH.

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[Gigawatts]

Do you have any specific examples where sharing this kind of info on a weekly basis would have improved outcomes? Just curious...

 

[moosehead]

Dunno, but I am sick and tired of ubiquitous opaque CS widespread among US companies. No contact info, name identity, phone, or email by name. Just black holes.

In that regard a Guide identified by name and contact info should help. Unfortunately they are ill equipped and perhaps overloaded by Rivian.

Ghosts vs Guides.

 

[FormerRIVTech]

Do you have any specific examples where sharing this kind of info on a weekly basis would have improved outcomes? Just curious...

Not to a consumer base I don't, but the practice of it amongst different workforces that involve technical work, has shown it improves efficiency, productivity, better relationship to objective/factual information creates less needless dialogue or misinterpretations. In my experience in servicing vehicles with different technologies, communication is always key and clarification in how the information is relevant to their personal experience clears up a lot and overall improves the customer experience.

 

[R1Tom]

With today's supply chain challenges, I suspect what would be communicated today, is often obsolete tomorrow.

 

[FormerRIVTech]

True, true.

 

[ads75]

I definitely don’t need weekly updates. Sometimes more updates just leads to more questions, with no answers. I don’t like getting weekly updates from my employer about the company. At some point you have to assume the company you are trying to buy from are genuinely trying to fulfill your order. They are trying. If you don’t think they are, go with another company. I know people are frustrated with the process, but it isn’t a TV we ordered from Amazon. If there is something to update me on, give an update. If they are trying to figure something out, wait to tell me. I’m a potential customer, I can’t solve their problem.

 

[crashmtb]

As a consumer, I don’t want weekly updates on something I will own for a decade or more. Information overload.

on the service side, if I’m the one building/fixing…sure! if there’s actually news.

a bulletin about last week’s bulletin, or a meeting about last week’s meeting is useless.

 

[Gator42]

With today's supply chain challenges

‘Supply Chain Issues’ is the new ‘Dog What Ate My Homework’. What is now is what will always be with respect to human virology. More specfic to capital hungry startup automakers, the world isn’t making any new tech, venture or private equity billionaires at the moment and the existing ones are shrinking faster than George Costanza fresh from the pool…

Musk is right- that flashy IPO from last fall isn’t a sign that you’ve ‘made it’ and time is not in your side…

 

[njech7]

Supply chain issues aren't my dog ate my homework. It's a real problem. And in a highly regulated environment like automobiles, you can't just design in a new chipset.

And there is plenty of money in the marketplace for investment.

 

[R1Tom]

The "dog ate my homework" is likely true in how many are overusing it. It makes an easy excuse for the lazy. But I can attest, without uncertainty or speculation, as sales side of a global manufacturing distributor(non-automotive), that supply chain disruptions are very real. Our government and public ownership of companies(which are driven by profit) made global sourcing a reality that cannot be changed easily or effectively at this point. Sure "make it in America" sounds good. Just try and make low cost castings in volume in America. And try Mexico...when they extend your leadtimes by 6 months at a whim. So yes...supply chain challenges are real....but I am also in agreement the excuse is overused....

 

[timf]

It shouldn't be asking too much to get monthly or even quarterly updates on the production queue and estimated delivery date. To not acknowledge the delay when you are already in or past your delivery window and the estimate is clearly no longer correct is purely incompetence. Instead they provide vague statements like "a delivery estimator tool is coming soon" or "we'll update your delivery window by the end of May" (really June), when simply saying "we will not be able to meet the previously provided delivery estimate, and expect a delay of 3-6 months" would appropriately reset expectations.

 

[Acoustic71]

I definitely don’t need weekly updates. Sometimes more updates just leads to more questions, with no answers. I don’t like getting weekly updates from my employer about the company. At some point you have to assume the company you are trying to buy from are genuinely trying to fulfill your order. They are trying. If you don’t think they are, go with another company. I know people are frustrated with the process, but it isn’t a TV we ordered from Amazon. If there is something to update me on, give an update. If they are trying to figure something out, wait to tell me. I’m a potential customer, I can’t solve their problem.

Many of us could learn a thing or two from your patience.

 

[njech7]

It shouldn't be asking too much to get monthly or even quarterly updates on the production queue and estimated delivery date. To not acknowledge the delay when you are already in or past your delivery window and the estimate is clearly no longer correct is purely incompetence. Instead they provide vague statements like "a delivery estimator tool is coming soon" or "we'll update your delivery window by the end of May" (really June), when simply saying "we will not be able to meet the previously provided delivery estimate, and expect a delay of 3-6 months" would appropriately reset expectations.

Do any other companies provide monthly/quarterly builds/backlogs of their models? I'm not sure why folks would NOT expect a brand new manufacturer trying to build their first automobiles during a pandemic and then a global supply chain crisis wouldn't run into issues and be behind and potentially stay behind for quite a while. But since we're not looking for the next E class Mercedes, we're not worried that those vehicles are behind too...

 

[Longreach]

It really boils down to a trifecta of issues that apply to any start up, but especially an auto manufacturer.
- All new product with all new parts that create many “first year” engineering issues and running changes
- Weak purchasing power with no established vendor relationships, which puts Rivian at the the bottom of the “can you help me out” list
- An immature and fast growing organization without established process, structure or culture, which makes everything, even cleaning the toilets, a new procedure project starting from scratch

Add in another trifecta of external issues:
- COVID disruptions at just about every global company
- Supply chain disruptions, slowdowns and commodity shortages worldwide, with subsequent inflation impacts
- An unexpected war which has completely upset energy, transportation and food costs that underpin much of the economy, again worldwide (much to the delight of the butthead who started the war)

It‘s impressive any working vehicles are coming off the line at all…

Having said that, the real question is how comfortable you are with buying a new first year vehicle build in an environment with all these risk factors. If you say “yes”, then you really can’t complain the experience is not the same as buying a Toyota Corolla.

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