I want to first open with I've known throughout this process that there were going to be delays in this process. I've really not had any issues with them until now.
I contacted Rivian customer support today and honestly was for the first time extremely disappointed in how Rivian is handling things. For months now, Customer Support has been sharing with customers including myself that a Rivian Guide would be reaching out and establishing that one-to-one relationship by Thanksgiving for all Launch Edition holders. Now it appears that is no longer going to happen. In addition Customer Support reported that the Nov 23rd email sufficed as that Guide relationship communication and that a personal Guide will not be reaching out now until a week or two before delivery windows for LE holders. Which means that I potentially will not be hearing from anyone for another 7 to 10 months. Honestly, it was a poorly handled kicking the can down that road.
This is disappointing for many reasons. A good example of this is Customer Service has been informing customers for months that detailed final configurations and modifications to configuration to include color, wheels, and other options could positively or negatively impact delivery time, however that information would come once from the Guide once the relationship/introduction was established. Now indicating that I would not know that information till potentially weeks before delivery is extremely disappointing. I would want to know if I'm positively or negatively impacting delivery time frame a couple months before I make final decisions. This is just one of many examples that the personal side of what was supposed to come with Guides does not now appear to be happening. At minimum, Rivian should be sending a public communication to all LE pre-order holders to correct the misinformation that has been happening for months and re-baseline what the new expectation should be instead of waiting for people to call in to figure out what is going on now.
Has anyone else heard from Customer Service now to not expect any type of communication from a Guide till your actual delivery window? Just curious if others are hearing the same thing?
I contacted Rivian customer support today and honestly was for the first time extremely disappointed in how Rivian is handling things. For months now, Customer Support has been sharing with customers including myself that a Rivian Guide would be reaching out and establishing that one-to-one relationship by Thanksgiving for all Launch Edition holders. Now it appears that is no longer going to happen. In addition Customer Support reported that the Nov 23rd email sufficed as that Guide relationship communication and that a personal Guide will not be reaching out now until a week or two before delivery windows for LE holders. Which means that I potentially will not be hearing from anyone for another 7 to 10 months. Honestly, it was a poorly handled kicking the can down that road.
This is disappointing for many reasons. A good example of this is Customer Service has been informing customers for months that detailed final configurations and modifications to configuration to include color, wheels, and other options could positively or negatively impact delivery time, however that information would come once from the Guide once the relationship/introduction was established. Now indicating that I would not know that information till potentially weeks before delivery is extremely disappointing. I would want to know if I'm positively or negatively impacting delivery time frame a couple months before I make final decisions. This is just one of many examples that the personal side of what was supposed to come with Guides does not now appear to be happening. At minimum, Rivian should be sending a public communication to all LE pre-order holders to correct the misinformation that has been happening for months and re-baseline what the new expectation should be instead of waiting for people to call in to figure out what is going on now.
Has anyone else heard from Customer Service now to not expect any type of communication from a Guide till your actual delivery window? Just curious if others are hearing the same thing?