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102 Posts
RJ,
I finally received my R1T in early April after a 3 year + wait and am totally thrilled with my purchase; well worth the wait! However, since delivery, a little bit of the shine has gone from my experience.
Customer service and customer experience go hand in hand and can make or break any company. You and your team obviously recognize and endeavor to excel in those areas. As a loyal Rivian customer, I purchased stock at the IPO, ordered my truck in February of 2019, and have purchased numerous shirts, hats, and gear. I am also a great advocate for Rivian and am always happy to spread the word. It is from that perspective that I feel the need to bring several disappointing issues to your attention. While your employees work hard to please, I suspect the following issues are out of their hands.
DLX
I finally received my R1T in early April after a 3 year + wait and am totally thrilled with my purchase; well worth the wait! However, since delivery, a little bit of the shine has gone from my experience.
Customer service and customer experience go hand in hand and can make or break any company. You and your team obviously recognize and endeavor to excel in those areas. As a loyal Rivian customer, I purchased stock at the IPO, ordered my truck in February of 2019, and have purchased numerous shirts, hats, and gear. I am also a great advocate for Rivian and am always happy to spread the word. It is from that perspective that I feel the need to bring several disappointing issues to your attention. While your employees work hard to please, I suspect the following issues are out of their hands.
- Approximately 11 weeks post-delivery, I still do not have the all-weather floor mats that I ordered with my truck. Neither do I have a tracking number for any forthcoming mats.
- Likewise, after 11 weeks, I have not received license plates from the State. Per my guide, the paperwork is still in the hands of Rivian, and not the State. My temporary plates are due to expire shortly. I know I am not the only one in this situation. Lack of a license plate also means that I cannot apply for a toll pass. That can get very inconvenient in Texas.
- I sent my truck to Houston to address an intermittent issue with an overhead visor light. After several days in the service center, I was told the issue was diagnosed and fixed. However, the light continues to go on and off randomly. I have notified the SC but have not received any indication there is a fix on the horizon. I resorted to putting an “eye patch” over the light to keep it from distracting me while driving.
- After my last software update, I received an onboard notice to contact service re: the passenger air bag recall. I reported that issue but have not received any response back as to when that might be remedied.
- Last, I see that the wrist bands will not be delivered until “late summer”. I can live with that, but in the context of all the above issues, it becomes an irritant.
DLX