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Discussion Starter · #1 · (Edited)
Thought I'd share my pretty frustrating experience in case others out there are experiencing the same. Was notified that my delivery date was coming up. Completed all the steps once I got my VIN and expected delivery date of 5/17/2022:

  1. Secured financing through my credit union
  2. Insured the vehicle
  3. Provided $20,000 down payment
  4. Uploaded copy of check from CU
So I was fully funded, they took my down payment and I insured the vehicle effective 5/17/2022.

Got phone call from Dan, my Rivian Guide, the day before delivery date that the vehicle was damaged in transit and had to be taken to one of the shops for repair. No details were provided about the damage even though I asked.

When requesting an update on 5/17, I got a reply message that parts were backordered.

Got my wall charger on 5/21, sent another email requesting an update, Dan gave me a target completion date of 5/31.

Sent another email on 6/1, day after expected completion date, requesting status update, Dan responds telling me parts are still backordered and new expected delivery date is 6/10.

Sent a reply asking if we can switch vehicles and this was Dan's reply:

"Because you've paid in full with a combination of down-payment and financing, this exact VIN has been paid for, and if we reassign you to a different one, we would have to restart the digital purchase process from scratch. This would be much more difficult to accomplish due to insurance, refunds, financing, and everything being reset. Additionally, our inventory is extremely slim at the moment and there are not other vehicles that are built to match the VIN you've transacted on. Again, I sincerely apologize for the delay and will do everything I can to get you behind the wheel as soon as possible."

So I'm almost a month in, fully financed and insured and they took my down payment with no R1T to enjoy.

I totally get that things happen but I'm not at all happy with the support I have been getting. Dan has been reactive at best. Not the experience I was hoping to have from a brand new company.

If I still don't have a truck by 6/17, going to request they cancel this truck and I will wait to get the R1T I really wanted. I made changes to my configuration in order to get the vehicle sooner. I might as well wait until fall to get the "Ocean Spray" interior and tires I really wanted.
 

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What a bummer. Of course stuff like this will happen from time to time with transporting vehicles, but I'm with you that I would have hoped they'd use the opportunity to show off some of that startup nimbleness to find a creative way to fix the problem quickly - and at the very least, it shouldn't be on you to have to hound the company for updates.

I hope they surprise you by finally living up to one of these date estimates. Let us know either way!
 

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Thought I'd share my pretty frustrating experience in case others out there are experiencing the same. Was notified that my delivery date was coming up. Completed all the steps once I got my VIN and expected delivery date of 5/17/2022:

  1. Secured financing through my credit union
  2. Insured the vehicle
  3. Provided $20,000 down payment
  4. Uploaded copy of check from CU
So I was fully funded, they took my down payment and I insured the vehicle effective 5/17/2022.

Got phone call from Dan, my Rivian Guide, the day before delivery date that the vehicle was damaged in transit and had to be taken to one of the shops for repair. No details were provided about the damage even though I asked.

When requesting an update on 5/17, I got a reply message that parts were backordered.

Got my wall charger on 5/21, sent another email requesting an update, Dan gave me a target completion date of 5/31.

Sent another email on 6/1, day after expected completion date, requesting status update, Dan responds telling me parts are still backordered and new expected delivery date is 6/10.

Sent a reply asking if we can switch vehicles and this was Dan's reply:

"Because you've paid in full with a combination of down-payment and financing, this exact VIN has been paid for, and if we reassign you to a different one, we would have to restart the digital purchase process from scratch. This would be much more difficult to accomplish due to insurance, refunds, financing, and everything being reset. Additionally, our inventory is extremely slim at the moment and there are not other vehicles that are built to match the VIN you've transacted on. Again, I sincerely apologize for the delay and will do everything I can to get you behind the wheel as soon as possible."

So I'm almost a month in, fully financed and insured and they took my down payment with no R1T to enjoy.

I totally get that things happen but I'm not at all happy with the support I have been getting. Dan has been reactive at best. Not the experience I was hoping to have from a brand new company.

If I still don't have a truck by 6/17, going to request they cancel this truck and I will wait to get the R1T I really wanted. I made changes to my configuration in order to get the vehicle sooner. I might as well wait until fall to get the "Ocean Spray" interior and tires I really wanted.
I am in same boat. Sound like you wrote my story just with different dates.
 

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I am in the same boat. I am stuck on step 7. It arrived in Orlando and did not pass inspection there. I am told 2 weeks for the estimated completion. Judging by your story it could be 2 months. I am going to show up tomorrow and see what's what.
 

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I am in the same boat. I am stuck on step 7. It arrived in Orlando and did not pass inspection there. I am told 2 weeks for the estimated completion. Judging by your story it could be 2 months. I am going to show up tomorrow and see what's what.
Don't waste your time. They won't let you see your truck and will be pre fabricated answer "WAIT FOR YOUR GUEID TO CONTACT YOU". I was 10 feet from my trucK on other end of glass window but not allowed to look at scratch in door jamb holding my paid for truck and me hostage.
 

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Oh wow, I hope mine will get in time with no problems. I hope you will get yours soon guys.
The problem with internet forums is we generally only hear from people when something out of the ordinary happens. So, we see post of people having issues, and I feel for each of them. But, would have to assume the large majority of trucks are being delivered with no issues. If there were that many having quality issues, there would certainly be press about it. Probably something like 2 in 100 trucks maybe have issues? Just a guess. Sucks for those that it happens to. But, can happen with the big manufactures too. I had a brand new Chevy years ago that died 15 miles from the dealer. Had a Toyota truck, one of the most reliable trucks built, literally grenade the engine within 300 miles. Tesla delivered a Model 3 with a big dent in the rear quarter panel. Among other things. Unfortunate for sure, but hopefully, not the norm.
 

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The problem with internet forums is we generally only hear from people when something out of the ordinary happens. So, we see post of people having issues, and I feel for each of them. But, would have to assume the large majority of trucks are being delivered with no issues. If there were that many having quality issues, there would certainly be press about it. Probably something like 2 in 100 trucks maybe have issues? Just a guess. Sucks for those that it happens to. But, can happen with the big manufactures too. I had a brand new Chevy years ago that died 15 miles from the dealer. Had a Toyota truck, one of the most reliable trucks built, literally grenade the engine within 300 miles. Tesla delivered a Model 3 with a big dent in the rear quarter panel. Among other things. Unfortunate for sure, but hopefully, not the norm.
Mate you went little to far to prove your point. No worries we all are guilty under different circumstances.
My first conversation with my giude ended something like this. You can pick up truck tomorrow as long as it passes final service center inspection. Guess what they are aware of this.
 

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Mate you went little to far to prove your point. No worries we all are guilty under different circumstances.
My first conversation with my giude ended something like this. You can pick up truck tomorrow as long as it passes final service center inspection. Guess what they are aware of this.
Was not intended to be personal or critical. More just a general statement so hopefully some customers don't get scared thinking most Rivians have a problem. Just pointing out that it is common for people to post when there's a problem rather than when things are normal. Read any other forums for other vehicles and you'll find similar complaints about issues.
 

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Agreed that maybe we’re seeing the most negative experiences here. But I think more to the point is how Rivian is handling/NOT handling them. It’s bad enough that you’re expected to pay for AND CARRY INSURANCE FOR a vehicle that may be delivered at Rivian’s whim. And it is their whim, whether or not they take some odd pleasure in tantalizing their customers. So if your delivery ends up in the Groundhog Day time loop, it’s clear what you should expect. No diving catches. No offsets. Look (maybe) but don’t touch a truck that you have an ownership interest in & are paying to insure. Just, “you’ll get your truck whenever and like it”.

My guess is that most people would probably prefer being told their truck will be delivered in, say, four weeks, but, when the situation allows (truck arrives at delivery center, passes PDI from the delivery team/or gets repaired, etc.) be given the OPTION to pick it up earlier.
 

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Thought I'd share my pretty frustrating experience in case others out there are experiencing the same. Was notified that my delivery date was coming up. Completed all the steps once I got my VIN and expected delivery date of 5/17/2022:

  1. Secured financing through my credit union
  2. Insured the vehicle
  3. Provided $20,000 down payment
  4. Uploaded copy of check from CU
So I was fully funded, they took my down payment and I insured the vehicle effective 5/17/2022.

Got phone call from Dan, my Rivian Guide, the day before delivery date that the vehicle was damaged in transit and had to be taken to one of the shops for repair. No details were provided about the damage even though I asked.

When requesting an update on 5/17, I got a reply message that parts were backordered.

Got my wall charger on 5/21, sent another email requesting an update, Dan gave me a target completion date of 5/31.

Sent another email on 6/1, day after expected completion date, requesting status update, Dan responds telling me parts are still backordered and new expected delivery date is 6/10.

Sent a reply asking if we can switch vehicles and this was Dan's reply:

"Because you've paid in full with a combination of down-payment and financing, this exact VIN has been paid for, and if we reassign you to a different one, we would have to restart the digital purchase process from scratch. This would be much more difficult to accomplish due to insurance, refunds, financing, and everything being reset. Additionally, our inventory is extremely slim at the moment and there are not other vehicles that are built to match the VIN you've transacted on. Again, I sincerely apologize for the delay and will do everything I can to get you behind the wheel as soon as possible."

So I'm almost a month in, fully financed and insured and they took my down payment with no R1T to enjoy.

I totally get that things happen but I'm not at all happy with the support I have been getting. Dan has been reactive at best. Not the experience I was hoping to have from a brand new company.

If I still don't have a truck by 6/17, going to request they cancel this truck and I will wait to get the R1T I really wanted. I made changes to my configuration in order to get the vehicle sooner. I might as well wait until fall to get the "Ocean Spray" interior and tires I really wanted.
Sorry to hear @Ramis90. That seems a bit sketchy that they won't tell you what happened to your R1T while in transit. I'd be bombarding the rep with messages until I got an answer.
 

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I will say, being that they have you sign papers the day prior to delivery, they should have already completed their inspection and prep of the vehicle by that time and approved it for delivery. That should absolutely be done prior to signing. If there is an issue that will prevent delivery, then at least you'd be able to reschedule the delivery date. Easy call to the insurance company to change the insured date to the new delivery date. Then the only chance would be it getting damaged from the delivery center on its way to you. Still could happen, but the odds of an issue are reduced greatly.
 

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OK, I'll officially buck the trend and be one of the few that posts a Normal experience.

Truck just delivered. 8-step process took about 15 minutes, but I was prepared with all necessary documents ahead of time.

Delivery person showed up 1/2 hour early.

Truck looks clean. less than 50 miles on the odometer. Overall fit and finish looks good. Everything seems to work as intended. Haven't tested the air compressor, but the air suspension works in all settings. Tonneau cover worked. It's loud and clunky as they all are, so that's just an issue Rivian is going to have to resolve, but for now, it works fine.

Phone as key and homelink set up.

Happy Camper.

As many have stated in other threads, most of the added on accessory options were not delivered with the vehicle, to be sent at a later date. All are accessory items not "necessary" to use the vehicle. I'd much rather have the vehicle missing the accessories than hold up the whole vehicle because floor mats, cross bars, wristband, spare tire and wall charger were not available yet. Does have the portable 12v and Nema-50 charger that comes with it.
 

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Untrue.... same thing happened to me. There were able to give me a new vehicle new Vin. I had to go back to credit union and cancel my first loan. It can be done. If I were you... I wouldn't take that truck unless I know what was wrong with it....
 

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Thought I'd share my pretty frustrating experience in case others out there are experiencing the same. Was notified that my delivery date was coming up. Completed all the steps once I got my VIN and expected delivery date of 5/17/2022:

  1. Secured financing through my credit union
  2. Insured the vehicle
  3. Provided $20,000 down payment
  4. Uploaded copy of check from CU
So I was fully funded, they took my down payment and I insured the vehicle effective 5/17/2022.

Got phone call from Dan, my Rivian Guide, the day before delivery date that the vehicle was damaged in transit and had to be taken to one of the shops for repair. No details were provided about the damage even though I asked.

When requesting an update on 5/17, I got a reply message that parts were backordered.

Got my wall charger on 5/21, sent another email requesting an update, Dan gave me a target completion date of 5/31.

Sent another email on 6/1, day after expected completion date, requesting status update, Dan responds telling me parts are still backordered and new expected delivery date is 6/10.

Sent a reply asking if we can switch vehicles and this was Dan's reply:

"Because you've paid in full with a combination of down-payment and financing, this exact VIN has been paid for, and if we reassign you to a different one, we would have to restart the digital purchase process from scratch. This would be much more difficult to accomplish due to insurance, refunds, financing, and everything being reset. Additionally, our inventory is extremely slim at the moment and there are not other vehicles that are built to match the VIN you've transacted on. Again, I sincerely apologize for the delay and will do everything I can to get you behind the wheel as soon as possible."

So I'm almost a month in, fully financed and insured and they took my down payment with no R1T to enjoy.

I totally get that things happen but I'm not at all happy with the support I have been getting. Dan has been reactive at best. Not the experience I was hoping to have from a brand new company.

If I still don't have a truck by 6/17, going to request they cancel this truck and I will wait to get the R1T I really wanted. I made changes to my configuration in order to get the vehicle sooner. I might as well wait until fall to get the "Ocean Spray" interior and tires I really wanted.
My recommendation is after you receive the vehicle you contact a specialist who will do a diminished value claim, and file that against Rivian. Clearly since the vehicle is damage it is not worth as much to somebody buying a brand-new vehicle without any form of damage. Just a suggestion
 

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Discussion Starter · #20 ·
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Was not intended to be personal or critical. More just a general statement so hopefully some customers don't get scared thinking most Rivians have a problem. Just pointing out that it is common for people to post when there's a problem rather than when things are normal. Read any other forums for other vehicles and you'll find similar complaints about issues.
I agree that most posts in forums occur when there is a problem and you don't hear about all the good experiences others may have when things go well. However, the intention of the post was to highlight how the company performs when there is a problem.

All companies have unpreventable mishaps, but how they handle the situation when things go wrong will tell you that type of culture the company has and the level of effort they place in resolving the issue.

Although admittedly, I needed a place to vent my frustration, I also was intending to raise awareness in the hopes that someone from Rivian will see this post and make changes to their service procedures.

A conversation is always good.
 
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