When is a Guide assigned during purchase process?

[vivekR1S]

Hello.

I’m curious at what stage of the process is a guide assigned. Here is my timeline:

• Reserved an R1S last year
• Received shop access earlier this month
• Selected one and was assigned a VIN immediately on August 19th
• Received a text from Bellevue Service Center on August 23 (...your R1 is on its way...)
• Completed most of the steps by August 27th
• Requested field agent for information, who said to expect the car mid-end September, and to reach out to my guide, if needed

I have a couple of questions:

1. I still do not have a guide assigned to me: is that typical to [almost] complete the process without a guide?
2. This is my first message on the forum but I have been following Rivian for about two years so I am very familiar with the R1S "on paper": are guides actually needed (add any value to a knowledgeable buyer)? I have been driving different Tesla cars since 2014, so I am familiar with excellent to dismal buying processes; hopefully Rivian is still closer to the former but I can handle the latter.

Thanks.

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[citizen]

August 19th when you selected your car from the shop and got a VIN, a guide was likely assigned to you. If you check your account on the website, or even the mobile app, you should be able to find your guide's name, email and phone.

Not all guides proactively reach out. I had to ping my guide and responses take a little bit. It really depends on the guide you get and I assume yours might be one of the ones that are overwhelmed and only focused on buyer/delivery issues.

 

[vivekR1S]

Thank you. The link "Rivian Guide" takes me to a generic customer service contact information. Not sure what I am missing...

 

[COdogman]

It would show up as one of those contact choices if you did have a guide assigned. It seems like there is no set pattern for when that happens. I had one assigned at the time I was asked to lock my configuration so I had 6 months with 2 different guides before finally taking delivery. Shop purchases seem to get a guide last minute if at all. You may need to rely on regular CS for help or even ask them to ensure you get a guide ASAP. I could have finalized the 8 steps on my own, but I was also glad to have a guide who could verify everything was received, etc.

 

[citizen]

Oh wow. You are right, no guide... might need to reach out to support to get one assigned then. On that screenshot, there would've been two tabs. Rivian Guide on the left and Customer Service on the right.

 

[Yossarian]

In my experience, the assignment of a guide is a highly variable process.

I'm a May '20 reservation holder, initially with the R1T Max configured, and was assigned my first guide about 26 months ago. Before the unfortunate demise of the QM R1T Max in December of last year, my original guide had moved on and guide number two departed earlier this year. I was recently notified that my third guide was moving to greener Rivian pastures, and will soon be working on my fourth.

I changed my reservation from the R1T to the S in March and came close to taking one from the R1 Shop. I ultimately detached from that, and since then, my delivery has been in the "Processing estimate" phase. It has not been my experience that information on your guide is on your Rivian account.

 

[vivekR1S]

Thanks everyone for sharing your experiences.

It seems like someone up there might be browsing this forum, because within moments of my posting, I now have a Guide !

 

[rmalfritz]

Hello.

I’m curious at what stage of the process is a guide assigned. Here is my timeline:

• Reserved an R1S last year
• Received shop access earlier this month
• Selected one and was assigned a VIN immediately on August 19th
• Received a text from Bellevue Service Center on August 23 (...your R1 is on its way...)
• Completed most of the steps by August 27th
• Requested field agent for information, who said to expect the car mid-end September, and to reach out to my guide, if needed

I have a couple of questions:

1. I still do not have a guide assigned to me: is that typical to [almost] complete the process without a guide?
2. This is my first message on the forum but I have been following Rivian for about two years so I am very familiar with the R1S "on paper": are guides actually needed (add any value to a knowledgeable buyer)? I have been driving different Tesla cars since 2014, so I am familiar with excellent to dismal buying processes; hopefully Rivian is still closer to the former but I can handle the latter.

Thanks.

I never heard from my guide once, other than four months after receiving my R1T, via mass email, that she was leaving Rivian.

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