What's reasonable?

[paariv]

This is concerning, but I’d take a different tack than demanding a new vehicle right now (though that’s reasonable to want).

I would send a short and sweet email saying: it’s my vehicle, I paid for it in full, and you (Rivian) haven’t given me the option of a new one. So I need to know what the damage is so that I can decide what the appropriate remedy is for*the vehicle I’ve already paid for.* If I’ve paid for it and won’t have the optionto Get another, I get to know precisely what’s wrong, what’s being done to fix it, and what the holdup is.

If they won’t tell you that, then asking for a new vehicle to be built to your spec, and insisting that it’s the only fair solution, is more than reasonable.

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[SASSquatch]

@hed I feel for you. Not having an opportunity to inspect the vehicle before money is transferred is a flaw in RIVIANs process IMHO. This means that RIVIAN has all the leverage and you are left in a position where all you can do is complain and demand that they take action. If it were me, I would do the following:

1.) Be patient and courteous in your communications and keep your guide on your side. Allowing them to be the anvil on the RIVIAN side of the transaction will likely result in things getting done quicker than you emailing the world and complaining.
2.) Ask for a timetable for getting repairs done and what the ramifications would be if RIVIAN can't make that timetable.
3.) Ask to be compensated in some way for the delay. You are paying insurance, potentially making a car payment, and are without transportation after having made purchase. One reasonable request is extending your RIVIAN membership for some period of time (2 years) and or offering an accessory that you might have purchased already or were planning to purchase (probably not a tent or camp kitchen).

Good luck and keep us posted.

 

[hed]

@hed I feel for you. Not having an opportunity to inspect the vehicle before money is transferred is a flaw in RIVIANs process IMHO. This means that RIVIAN has all the leverage and you are left in a position where all you can do is complain and demand that they take action. If it were me, I would do the following:

1.) Be patient and courteous in your communications and keep your guide on your side. Allowing them to be the anvil on the RIVIAN side of the transaction will likely result in things getting done quicker than you emailing the world and complaining.
2.) Ask for a timetable for getting repairs done and what the ramifications would be if RIVIAN can't make that timetable.
3.) Ask to be compensated in some way for the delay. You are paying insurance, potentially making a car payment, and are without transportation after having made purchase. One reasonable request is extending your RIVIAN membership for some period of time (2 years) and or offering an accessory that you might have purchased already or were planning to purchase (probably not a tent or camp kitchen).

Good luck and keep us posted.

I appreciate the response and wanted to make a couple of comments.

1)Of course, I try to treat people the way I would want to be treated. Our guide was proactive in communicating their frustration (to me) in the way Rivian has thus far been handling our situation. According to the guide, they have discussed options with their "leads" and so far nothing has changed.

2) I have made this request. I was told they currently have no ETA.

So far, I have had to be the one to make contact to get any information. Our guide, while sympathetic has not kept us in the loop unless directly asked. I should have been notified when the repair part was damaged. I should have been told exactly what was damaged and provided pictures as well as an explanation of how it was going to be repaired.

I am not confident I would have known about the replacement part being damaged in transit unless I had inquired into where we were at. I am not confident at all that I will be provided any information about what was fixed until the truck is dropped off. Which the guide suggested may be the case. They said they would ask but if they didn't receive the information there was a note on my file to have the delivery specialist go over it with me.

It seems I will not get any word until it is ready to be delivered or weeks and weeks go by and they feel the pressure to do/say something.

3) All I want at this point is a detailing of what exactly was damaged, what exactly they are doing to repair our vehicle and a timeline with an end date. If they exceed this theoretical timeline then I want an idea of what the solution will be. -OR- if they aren't sure about when I can expect delivery, a new vehicle so I do not have to wait an undetermined amount of time for a fix that may or may not be up to par or so invasive that no one in their right mind would accept it as a new vehicle.

 

[lostpacket]

@hed you're a model of patience, mad respect for that.

But you need to escalate it above your guide.

It's completely unacceptable that they dont know what is going on and are telling you they are going to deliver and then tell you what the problem was.

Don't accept "Sorry this is all I know/can do"

 

[hed]

I received a text from our guide this morning. Apparently the body shop has received the part they needed and said they should have it repaired in two days. I asked the guide to see if they could double check panels, paint, etc. as to avoid receiving the vehicle with any issues that would force me to just having to send the truck right back.

I will still press to have an explanation of exactly what was fixed given to me prior to accepting the truck.

Cautiously optimistic at this point. Let's see how long they estimate delivery to be now.

 

[EVnewb]

I agree demanding a new truck seems excessive without understanding what actually was damaged.

The couple of issues I would have is clarity and consistency on what was damaged.

Being in a body shop would concern me, should not be required if just the tailgate was damaged, would concern me that body panels may require repair. Not unreasonable to ask for photos of the specific damage in order to come up with the proper request for rectifying the issue.

Second concern, being told the replacement part was also damaged on delivery. Could be true but does not seem likely.

Last concern, they are building trucks everyday in Normal, any required part should be readily available to ship next day even if it causes one less truck built that day.

With all of that 3 weeks without a resolution this already should have been escalated internally. @hed should not need to escalate, the guide should have done that by the end of week 1.

This right here.

But, it sounds like you’re getting some response finally. Fingers are crossed though that everything works out and is done correctly. Great job asking them to check everything else as well.

Like others have said, your patience during this his process is admirable and I hope your guide recognizes that. As you can tell from the general consensus here, I don’t think your guide would have received as much understanding if it was myself or most people reading this thread.

I just wish the guides would take more of an interest in their customers. Your guide definitely should have been digging deeper and keeping you apprised of the situation on a regular basis. This issue should be in a special attention category for them and you should not have to be reaching out for answers to questions you shouldn’t even have to ask.

Good luck and keep us posted!

 

[kanundrum]

I received a text from our guide this morning. Apparently the body shop has received the part they needed and said they should have it repaired in two days. I asked the guide to see if they could double check panels, paint, etc. as to avoid receiving the vehicle with any issues that would force me to just having to send the truck right back.

I will still press to have an explanation of exactly what was fixed given to me prior to accepting the truck.

Cautiously optimistic at this point. Let's see how long they estimate delivery to be now.

Maybe its worth your time just going directly to the body shop un-annouced to see if the repair is to your liking.

 

[norivian]

You should at least be told and kept informed of the details. Afterall, this is now your truck and they need to keep you appraised. You should also have the option to ask for a different truck

 

[hed]

"Maybe its worth your time just going directly to the body shop un-annouced to see if the repair is to your liking. "

It's almost a 5 hour drive (one way) or I would consider it.

I'm probably going to wait for delivery, if it shows up and it's not 'right', I'll either ask for a new truck or exercise my 7 day return option.

 

[DaveA]

"Maybe its worth your time just going directly to the body shop un-annouced to see if the repair is to your liking. "

It's almost a 5 hour drive (one way) or I would consider it.

I'm probably going to wait for delivery, if it shows up and it's not 'right', I'll either ask for a new truck or exercise my 7 day return option.

I feel for you sir. Exactly what I'm doing....waiting to receive mine back from repairing/repainting obvious paint issues...if not to my liking, I will ask for a replacement and if they aren't receptive, just return it.

 

[hed]

I feel for you sir. Exactly what I'm doing....waiting to receive mine back from repairing/repainting obvious paint issues...if not to my liking, I will ask for a replacement and if they aren't receptive, just return it.

Thanks DaveA.

Yours is a tough spot to be in. Easy to say, tough to do, but if you get that feeling inside that you aren't satisfied do not accept it. Especially for a paint rework.

Luckily I've owned enough cars in my lifetime and at a age (and position) I will not settle.

When our guide texts me to set a delivery time I will ask what happens if I refuse delivery if I am unhappy with what I see.

 

[DaveA]

Thanks DaveA.

Yours is a tough spot to be in. Easy to say, tough to do, but if you get that feeling inside that you aren't satisfied do not accept it. Especially for a paint rework.

Luckily I've owned enough cars in my lifetime and at a age (and position) I will not settle.

When our guide texts me to set a delivery time I will ask what happens if I refuse delivery if I am unhappy with what I see.

You should have a roll of blue painter's tape in your hand and mark it up with every issue like you would a new house run-through.

 

[NY_Rob]

I feel for you sir. Exactly what I'm doing....waiting to receive mine back from repairing/repainting obvious paint issues...if not to my liking, I will ask for a replacement and if they aren't receptive, just return it.

If they don't want to replace it and you are forced to return it.. are you going to place an order for a new Rivian? Remember post March 1st pricing is in effect...

 

[DaveA]

If they don't want to replace it and you are forced to return it.. are you going to place an order for a new Rivian? Remember post March 1st pricing is in effect...

Well, I probably wouldn't want to do business again with a company that wronged me. So probably not.

 

[Arky]

I think people here shouting "demand a new truck" may be going a bit far, these are still new vehicles. That said you should not accept a "repaired" vehicle. You're paying for a new car here and should get one.

If the tailgate and lightbar was damaged, they need to replace the tailgate and light bar. Everything will match as it's all still new, they should have the parts, it's basically still in the factory. There's no fundamental difference between replacing parts on a new car with other new parts. Logistically this might mean a different truck while they replace parts on that one, but either way makes no difference, you would have a newly built car with all new parts.

Unfortunately this is a potential issue with our reservations being likely at or under the cost of construction. If they piss you off and tell you to go pound sand they're saving money, which isn't an amazing position for us to be in. If you refuse a delivery you've done them a favor.

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