Frustrated Customer Experiences Strange Situation with Rivian Delivery, Seeks Help
Rivian has been making waves in the automotive industry with their electric vehicles. However, one customer recently encountered a strange situation during and after delivery. The customer placed a reservation and deposit for a RIT Explore edition in November 2021. In late December, they received an update from Rivian saying that their current configuration was not estimated for delivery until the second half of 2023. At that time, they changed it to the Adventure version thinking it might be built sooner based on what Rivian was prioritizing. On June 11th, 2021 they received an updated delivery window of September-October 2022.
On June 16th, the customer changed the color to Sandstone and added Crossbars. On June 21st, they received an email asking them to confirm their configuration. On June 22nd, they received an email asking them to start the purchase process. They used their local Credit Union to finance the purchase and sent a picture of the check and shipping envelope to Rivian in order to proceed with the delivery.
However, Rivian accepted the picture of the check but never sent the title transfer because they never received the receipt. The customer's guide was unable to help and suggested that they call customer service directly. After calling customer service, they were given a case number but still have not heard back from anyone. As a last resort, they wrote an email to RJ but have low expectations of hearing back from him.
This is certainly an unusual situation that no customer should ever have to go through. It is understandable why this customer would be frustrated with how their issue is being handled by Rivian. Hopefully, someone at Rivian will reach out soon and resolve this issue quickly so that this customer can enjoy their new vehicle without any further issues or delays.
What is the strange situation during/after delivery?
A customer placed a reservation and deposit for a Rivian RIT Explore edition in November 2021, but received an updated delivery window of September-October 2022. After changing the color to Sandstone and adding Crossbars, they received an email asking them to start the purchase process. The customer was unable to get the title transfer from their credit union until after delivery, and Rivian accepted a picture of the check and shipping envelope in order to proceed with delivery. However, Rivian never sent it because they never received the receipt that they had submitted the title transfer.
What should I do if I encounter this issue?
Go around your guide and call customer service directly. It's best to not even deal with your guide for service issues, as Rivian Service is very responsive. You can also try calling the main number or writing an email to RJ.
Can I lock my tonneau cover in the open position?
Unfortunately, no. There are many who would love to be able to do this, but it is not currently possible. You can try calling Rivian Service directly and/or entering a ticket in the app. They are expecting replacement parts by the end of August.
Is there a way to get my delivery date moved up?
Rivian is working hard to deliver vehicles as soon as possible, but unfortunately, they cannot guarantee a specific delivery date. You can try calling customer service and asking if they have any updates on your delivery window.
What should I do if I'm not satisfied with the vehicle after delivery?
If you are not satisfied with the vehicle after delivery, contact Rivian Service immediately. They will work with you to resolve any issues that you may have. Additionally, you can submit a ticket in the app or call customer service directly.