Navigating the Rivian Purchase Journey – Customers Finding Unsatisfactory Results
My Purchase Journey - Seems Odd So Far
Rivian is a company that offers electric vehicles and gear shop items. Recently, one customer ordered in October 2021 and received confirmation of their configuration via email on August 30th. The next day they received a checklist email and started going through the process. They were told that finance and insurance steps could wait until later, but since then they have not heard anything until September 7th when they received a message saying their gear was on the way.
The customer found it odd that they had not heard anything additional except for the gear shipment notice since August 31st. They weren't sure if they were truly under contract yet, so it seemed strange that the gear was sent out. After checking the Rivian app, they discovered that their guide was assigned and they still needed to e-sign the Pre-Buyer Agreement.
Another customer shared their experience with the purchase journey as well. All of their steps were 100% complete including full payment, full coverage insurance, and registration. However, they had no idea if a truck with their VIN number even existed yet. The “schedule delivery” button was still greyed out in their step 8/8.
It appears that customers are experiencing inconsistent messaging from Rivian regarding the purchase journey. Some customers are waiting for their trucks while others have already received their gear before signing any contracts or agreements. It seems like Rivian should not accept payment until they are ready to deliver.
Overall, customers are left feeling frustrated and confused about the purchase journey process with Rivian. Without knowing when to expect their vehicle or what is happening with their money, it can be difficult to make plans or move forward with other aspects of life. Hopefully Rivian will provide more clarity and communication to customers in the future so that everyone can have a better understanding of what to expect during the purchase journey.
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How do I find out who my guide is?
Go into the Rivian app, click on the person-looking icon & click “Ask us anything”. A screen should appear revealing your guide.
Do I need to e-sign the Pre-Buyer Agreement before receiving my gear?
Yes, you will need to e-sign the Pre-Buyer Agreement before receiving your gear. You have 7 days/1000 mikes to try out the truck & get a refund if you don’t like it. But unless the delivery process has changed, YOU won’t be able to drive it until you e-sign the transaction on the delivery specialist’s pad.
Is it normal for there to be long delays between steps in the purchase journey?
Yes, it is normal for there to be long delays between steps in the purchase journey. If you’re familiar with “Hurry up and wait”, in the Rivian world it’s “Wait and hurry up”. Gear Shop items are fulfilled without regard to vehicle delivery timeframes, so even if you have completed all of your steps, you may still not receive your vehicle for some time.
Can I sell my current vehicle before receiving my new one?
It is possible to sell your current vehicle before receiving your new one, however this may depend on how far along you are in the purchase journey. If you have completed all of your steps but still do not have a VIN or any indication of when to expect your truck, then it may be difficult to make plans to sell your current vehicle.
Is it normal for Rivian to take payment before they are ready to deliver?
No, it is not normal for Rivian to take payment before they are ready to deliver. It would be best to contact your guide or customer service team directly to inquire about when you can expect delivery of your vehicle.
Is there any way to expedite the process?
Yes, there are a few ways to expedite the process. You can contact your guide or customer service team directly and inquire about what steps you can take to speed up the process. Additionally, you can reach out to Rivian’s social media team and ask them for help. They may be able to provide additional insight into how to move things along faster.
What should I do if I have questions about the purchase journey?
If you have any questions about the purchase journey, you can contact your guide or customer service team directly. They will be able to provide more detailed information and answer any questions you may have. Additionally, you can reach out to Rivian’s social media team for help. They are always happy to assist with any inquiries.