Your Rivian Guide Experience- Meet Expectations or Less Than Stellar? (Knowledge, Helpful, Responsiveness?)

[1T2022]

My guide wasn't that responsive. But the guy who later stepped in for her was quite good. In my humble opinion, there is no need for guide at all.

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[JerseyGreens]

I don't have a guide assigned, so this is a bit of a tangent. But several months ago the chat feature on the website was somewhat useful. I asked for a First Mile and clearly had a real person trying to help. Now all you can get is canned copy-paste answers that aren't even responsive. I just tried to ask some questions and I'm not even convinced it was a real person. Seemed more like bad AI with limited response-tree options.

ChatGPT

 

[JerseyGreens]

Does anyone know the difference between a Guide and an Adviser? Is the latter a Supervisor?

 

[Rivdog]

Kellee N is my guide and was very responsive. Always emailed back within about 1 business day and provided accurate information.

 

[atebit]

I think you need a “generally met expectations” choice in between your first two choices. My guide “met expectations”, nothing really more or less, so “stellar” doesn’t apply.

 

[astonius]

I selected minimal value added, but even that may be too kind.

 

[Thedude]

They’re just salesmen/women by a different name. Just like any other dealer brand some will be extremely competent, some just ok and some will suck. Mine was just ok, usually answered every second or third email or text sent and did an ok enough job to not get complained about.

 

[goldburger]

FWIW Rivian does a survey 30 days into ownership and guide feedback is a part of that.

 

[cjones1130]

I have no complaints about my guide, Kyle. He has always responded within a day (via text) and answered the very few questions I asked him. He always granted me shop access within within a week after I requested it.

 

[R1Tom]

I have had two guides and both were amazing. Best customer service I have received in general, in a long time.

 

[NashvilleR1S]

My guide BryceB is the best. Super knowledgable and helpful. Very easy to communicate with through SMS.

 

[RivianRiverRat]

Olivia D is my guide and has always been helpful and responsive. I haven’t asked a ton of questions but then that’s what this place is for ???
The home delivery out of Atlanta to north Alabama was excellent

 

[DTown3011]

So strangely I had a guide reassignment as of this morning - not going to complain!

 

[mabowden]

ChatGPT

It does a better job then their communication dept:

 

[Rivianbob]

My guide JustinS was useless. I had to switch from max pack to regular pack and he had no information on if a max pack r1t would be built and this was in December 2022. Also for questions on the tonneau cover which I still haven’t received after taking delivery in December 2022 he has no updates

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