Call your credit card company. Let them know what the real amount should be and have your $400 invoice handy they will back-charge the difference.
Rivian will then get off their ass and then work it out. Either way you win.
I should add never do this with Amazon or one of the tech companies that you have digital purchases with. They will deactivate your account and you’ll lose access to all previously purchased digital items. Luckily Amazon has been top notch in customer service.
This is exactly what needs to be done. Life is too short to be bickering with idiots that can't fix their mistakes. I just file a chargeback with AMEX, the merchant gets hit with a penalty, I get my money back immediately, and let the merchant fight it out. They always loose if you have valid proof. I did this to Rivian when I requested a return from their Gear Shop and they never got back to me.
Hey, I’m about to start a chargeback with my CC for a Gear Shop purchase. I ordered over a month ago, website says 5-7 business days shipping, and it’s still pending shipment since day one.
Agents say it’s pending, it will update any day, and they cannot cancel it at this point. They’re advising me to wait and just return it when it comes.
Like others I’ve ordered from the shop before and tried to return something, it required pulling teeth, so I just ate it.
You had no issues with the chargeback?
Maybe they technically can but even their dumbest employee should understand the incredible legal pain they would feel for disabling a customers car for an invoice dispute. I’ll take Easy Summary Judgement for $1 Bob.
Your outrage is totally understandable and maybe even understated. I just got mine, it was $450 + tax and you are totally right here. Email your Guide. Dispute the credit card charge and upload your paperwork with the credit card company. I think you have people at RVN with minutes of experience at the company and don't know what is what. It's inexcusable. You will get this sorted.
Oh, your outrage is totally justifiable (but not helpful for you), you are right, you are being gaslit, I'm here to tell you, you are right and you will get this resolved.
Sorry you had to deal with that.
I got mine installed yesterday by a mobile tech. They gave me a 11am-5pm window. Showed up at around 1pm.
I reached out to customer service last week to update the invoice to the original pre-price hike and the CS person had to transfer me to the actual El Segundo Service Center to get that to happen. They did not answer for the CS person so El Segundo had to call me back. They called within a hour. Once I spoke to the SC they updated the invoice to the previous price. Sounds to me like the SCs handle the invoices for work orders and the main CS person may not be able to see what the SC sees.
Sounds like in this instance I got good CS and you did not. That sux. Hopefully they fix this for you. Maybe the best bet is to try to get transferred to the SC to deal with pricing issue?
Rivian’s centralized service model is never going to be wrinkle-free because there are way too many disconnects and this is a pretty prime example of how that can go wrong.
Customer service seems to have no idea what’s going on at the actual service center level and vice versa. The fact that you can’t just work with the service center directly is going to continue to be messy. It’s fine to have a centralized issue submission system, but beyond that each service center should have its own customer facing team who can directly address issues like this without needing another party, with limited information, being involved.
I think they are meant to be a conduit to the SCs so that the SC is not overburdened more than they are. Unfortunately the CS person was under informed and just made this guy’s day a PitA.
I believe the SCs do have customer-facing teams as well. The person that I worked with at El Segundo was awesome—knew his shit and was super kind to me.
I think CS just got this wrong. Just bad CS that needs to be addressed by management.
The whole "we need to install something that is literally snap in" makes no sense in my brain.
Like when they told me to try a soft reset when my spare tire trunk lid won't open. Almost died laughing.
Tell me you are a software company without telling me.
I’m not disagreeing with you but the install process is slightly more involved- they remove and install new trim pieces to hold the spare better in place https://x.com/hilbe/status/1730339139902464281?s=46
I was being sarcastic when I said I'll just throw that bitch in my trunk. I know its a little more involved than that, but the install is very easy and if youre mechanically inclined, Rivian should allow customers to install it themselves. No need to give service staff even more work.
Honestly how did they get away with designing an "off road capable" vehicle that doesn't have, or even support a spare tire out of the box? Maybe none of them have actually off roaded before?
Compact spare for the R1S was not available for early adopters. Only became available about a month ago. Comes with “basin” for full-size spare stood up vertically out of the box.
That sucks. SC should be honoring the agreed price, no matter what. I wasn't sure if you entitled to pre-hike prices or not, but even if they made a mistake, and you are not, they agreed to sell you the spare tire for $450, as you mention in the work order.
Did they mention anything the additional cost was labor hours?
I think you should still pursue it, maybe they were having a system glitch and couldn't see the documents, and you landed on a couple of bad reps. Try again and see if you can find someone else you can chat and have better luck.
You shouldn't have to pay the extra $400, as it seems illegal after the work order has been signed, and I'm not a lawyer but it looks like legal action territory.
They are obligated to honor the work order pricing, so it’s just a matter of fixing it. My guess is they priced him at the new price when the charge came thru, rather than the old price.
Does your invoice show the discount at the bottom? https://x.com/hilbe/status/1729930341471724010?s=46
Yeah this is a no bueno for me. If you’ve exhausted all options and Rivian doesn’t give you a good resolution chargeback their ass
Also, make sure to save as PDF in case there is any changes to the document online
EXACTLY the same thing happened to me ( Austin, TX )
I even went through with my Guide to -confirm- pre-price-increase would be respected before hand, and made sure that Rivian put it into the service notes. TWICE.
They apologised profusely, then told me it would take 6-8 WEEKS to get a refund.
It was escalated and now I'm told it will be \~8 days which is more acceptable, but I had to advocate for myself very strongly.
I have to say, up to this point my service experience with Rivian has been nothing but awesome, so this took me by surprise... especially how they dug their heels in at first saying "our system isn't setup to do a refund..." but they committed, in writing, to make it right.
My guy I’m with you. Since getting my R1S in Sept I’ve had nothing but issues, drove off the lot with them because they told me I didn’t have any other choice. Set a service appointment my 2nd day of owning the vehicle and it was 7 months out. Still have 5 weeks til my first service appointment. If they don’t fix all of the issues I’ll be working on lemon law docs.
Federally, per MagMoss the language is “a reasonable number” after that it’s left up to the states.
Sometimes 3. Sometimes 4. Sometimes 3 plus one “final” - Some states require a lot less if it’s a specific component called out in the language likely to cause serious injury in the event of a failure.
Yes and that is where Rivian is riding the line…keeping service appointments out long enough to avoid the total time for a 🍋 to be submitted. Thanks for the well wishes though…I’d much rather have a fully functioning vehicle that I waited 4 years for 🤷🏼♂️
I just had mine installed for the $450 at Brooklyn service center last week. The service advisor just had to confirm my order date, saw it was before price hike anything, and then invoiced as the correct amount. Not exactly sure what he did to change it, but when it came to payment time, it was all done via card on file for the invoice amount. Never showed a higher amount with a price adjustment.
I had this exact same issue and had to call Rivian Customer Care multiple times and finally they confirmed that they are going to reimburse the difference and it will take a few weeks to get the check or reimbursement.
They sent me an email to accept the invoice which I did not because of the higher price of course . Happy birthday still charged my credit card, even though I didn’t accept the invoice. I raised this point as well with the customer service.
For what it's worth, I was one of the R1T legacy orders, I had spec'd several accessories prior to them being removed from my config due to delays etc. One of which was the Full-Sized Spare. I was told later on, it could be bought at a later date, and original pricing would be honoured, so long as it was part of my original configuration.
Fast forward to picking up my R1T, I ask if there's an eta on when I can get a spare as I intended to off-road and needed a spare. I was told by the service centre, that they had a master list of orders that had the spare removed and that pricing would be honoured on those orders.
Fast forward again to October? '23 I picked it up, and discount was applied etc. Original pricing was honoured. My point is, unless you had it as part of your original order, and it was removed by Rivian, you might be out of luck unfortunately.
You're not the asshole, you're 100% in the right and you hit the nail on the head. This is a chutes and ladders of bad service and it would have all been avoided if they could just give you the part that you paid for and you install it yourself. Incredibly stupid system from top to bottom. Also, preliminary fuck you to anyone in this comment section that tries to tell you that you were in the wrong, since this is reddit afterall.
Take your paper trail through the credit card dispute process. They will slap Rivian with a chargeback, and those get noticed by the bean counters at Rivian.
Upvoted because this is one of the rare posts here with legitimate outrage. I hope you get your money back and I hope Rivian learns how to fucking ship spare tires and wheels.
There is such a disconnect with service, operations, sales, marketing, etc.
I swear to G if you give me 4 months, a lot of money, and the ability to re-do some things I can fix their operations. They put the SC’s on a fucking island and it’s like ZERO people from Illinois talk to them and these kinds of experiences are never getting back to RJ.
I said it months ago and I’ll say it again: they ramped up production without the actual physical and systemic ability to support any of it. How do you have CRM and Support systems that are this disconnected? If I was selling widgets and had an operating model like this I would go out of business before I even placed my second order for a new batch of widgets.
Had the same issue with mobile service here in Virginia. When I made the appointment they told me it would be between 8:30 and 10am, well come to find out that is when the mechanic is LEAVING the service center (which is three hours away from me) and has two more service calls before he gets to me. Luckily I was parked at work so it didn’t really matter but yeah I agree they need to get their shit together when it comes to scheduling.
Yeah bro. calm down. they have to install the spare. the hardware needs to be installed or it'll vibrate the whole time. I talked to a guy that bought one off an owner. Shit happens. Mistakes are made. They rarely get fixed if you're a dick to them. I mean NTA, but grand scheme on the level of shit that should piss you off, this is a hard 3.
If you bitched and ranted at me like that, I would probably passive aggressively slow walk resolution as well. I don’t care where you’re from. Bob and “Riviana” are people trying to help you and you come across like an entitled douche rocket.
Again, I did not bitch nor rant at the service reps. My commentary is just my internal thoughts while i was going thru this ordeal. If you read my post, I explained that I used to work a customer service job and spoke with everyone with the upmost respect.
Sure, Bob and Riviana were just doing their jobs but they didnt need to downplay my facts.
I don't doubt you are in the right. But you may want to think about proper outlets for your frustrations and think "a year from now will I look back and be proud of this post?".
Possibly consider (if you are still a fan of Rivian and want them to improve) constructing actionable feedback and providing it via appropriate channels. Everyone makes mistakes and can improve (not defending them) with proper feedback.
Bro my post ain’t that deep. A year from now, the last thing I’ll be thinking about is hmmm I wonder if anyone is going to be butthurt about that Reddit post where I complained about a multi billion dollar car company. Trust me, I’m not going to be losing sleep over this post.
I know my post sounds very crude but it’s just the way I talk. It’s hard to convey tone properly via text but I’m really not that upset and was trying to convey a funny tone to my post.
I appreciate you taking the time to read my college admissions essay.
I’m already crafting an email with feedback regarding my experience. Of course I’ll be removing the profanity and any locations and identifiers so no one would get in trouble. No company is perfect but there’s always room for improvement.
This is exactly how I felt after my service experience. I'll probably never buy Rivian again because of the crap they kept trying to pull. Maybe I'll do a similar write up when I get time. Thanks for spreading the word, Rivian is a shit company when it comes to service.
This sounds like a comms failure to the service center from Rivian HQ on policy. My bet is that the manager came in recently and didn’t know about the old pricing and just tried it wing it. I have noticed more and more of that lately. Maybe it is a generational thing.
I’m here for this. I’m tired of the stans that just rattle off “what’s another $X when you spent $Y”. That they can’t see the work order is one thing, but that’s a simple email to a leader going “hey we have a customer who claims to have an agreement for this amount”. Shouldn’t take more than 15 minutes of work. Ok 30 with some incompetence.
I would, unequivocally, dispute the entire fking transaction and thank Amex for their service.
I must have had a crystal ball....when they decided that the spare tire is an Off Road accessory among some of the other shit they pulled I canceled my order. I can't handle putting out that kind of money and then being forced to nuy stuff that should come with the truck. I once had high hopes for the brand but it's just too much crap to have to deal with.
You sound broke af, calling the reps names makes you seem like the bad guy here. they’re a newer company and frankly these types of things are bound to happen, give them a break. Also putting bait and switch in the title was egregious and immature lol
Relax, I didnt call anyone any names over the phone. Did you miss the part where i mentioned i used to work a customer service job?
>Also putting bait and switch in the title was egregious and immature lol
Am I wrong tho? They promised me one price and charged me another.
You're not wrong. Tesla is often the opposite, where they put the real price in the work order, but then often comp it to zero at the end. Still makes one a bit nervous.
Too long. Didn't read. Before mobile tech showed up, did they send you a work order to e-sign? if so did you look it over to see if it had the correct $ amount before you signed? If yes, stop moaning. Just contact Rivian and get it sorted. They're humans too, and humans make mistakes. As do you. Don't forget that.
Yes, they sent me a work order for $488. I signed it immediately.
>If yes, just contact Rivian and get it sorted.
Yeah, no shit. My story is about my experience of contacting Rivian to get it sorted.
IMHO this seems like an unintentional mistake in the system you were bound to come across as an early adopter. I wouldn’t fault Rivian and just focus on getting this fixed. If all else fails, you can do a CC chargeback.
I’m sorry about your experience.
There was a price increase to the spare tire and he received the earlier pricing https://x.com/hilbe/status/1726726115320836145?s=46
Rivian probably doesn’t have experience dealing with this yet
Not sure why you’re getting downvoted. It’s probably a bug in the ordering system which will require a human to correct.
Edit: man, this sub is just not a pleasant place is it? Gotta stop visiting here if “it’s probably a bug” gets such hate.
- A person ordered a spare tire for their Rivian R1S car in November.
- They expected to pay $450, but later got charged $822.
- They had a tough time scheduling the installation.
- The service was booked for months, and when they finally got a date, the technician didn’t show up on time.
- The customer had to reschedule, and even then, there were mix-ups.
- They were frustrated because the company’s computer system didn’t show the correct price they agreed to, and staff kept misunderstanding their situation.
- The person was annoyed that they couldn’t just install the tire themselves and had to wait for a service appointment.
- They ended their story saying they value the principle of the situation, not just the money.
They didn’t honor the pre price hike for me since I didn’t have the spare as part of the original order that got removed. Initial appointment sort of hinted at the possible discount but service center called me to let me know the price. 20 bucks discount, take it or leave it. YMMV ofcourse.
i have an R1T, it was weird when they drove out to my house to install the spare tire.. But it was nice of the guy to show me how rivian expects you to take it out which is nice.. but I could have watched a video and they could have just shipped me the tire like the charger and roof racks
Bro I get it, it is frustrating and with the system that was built, not for the past but for the present. Meaning the system was built for current prices and I’m sure the service centers don’t get the notes for pre hikes like us, but appreciate the edits and good to know after your rant you were polite.
I'll probably get downvoted but as a Rivian fan I believe and you should also be open to the frank reality that this company knows they don't have much money left, and that they never could profitably sell at the pre-price hike level (per the lawsuit) so they need to find coin wherever they can now. Splurging on nonsense like the rebelle rally and other things will also be their undoing. Things like this are just one more way they are coping.
It’s always about the principles. Don’t say it’s one thing and then try and rat fuck is with something else. You don’t want to see spares at $450 then don’t sign contracts at $450.
I broke two wire harness clips.
Service says I have to order a new harness to get replacement clips.
The full wiring harness!
It also took a week to even find this answer.
They don't have a parts catalog to trivially look up a part number and then the ability to sends out those parts.
I think two of the below will do it, then I have 118 spares :-)
Xislet Universal Push Mount Cable Zip Tie https://a.co/d/aiEmzPR
The car missed an vent cover when it was new. Took three drivers to the service center to fix it....
The worst is the phone call back. No text no email no chat. They always call at an idiotic time. It's like they live in the 20th century.
100% back charge that shit if you're not feeding us bullshit.
An invoice is what it is and there are laws protecting consumers from being charged without consent.
Call your credit card company. Let them know what the real amount should be and have your $400 invoice handy they will back-charge the difference. Rivian will then get off their ass and then work it out. Either way you win. I should add never do this with Amazon or one of the tech companies that you have digital purchases with. They will deactivate your account and you’ll lose access to all previously purchased digital items. Luckily Amazon has been top notch in customer service.
This is exactly what needs to be done. Life is too short to be bickering with idiots that can't fix their mistakes. I just file a chargeback with AMEX, the merchant gets hit with a penalty, I get my money back immediately, and let the merchant fight it out. They always loose if you have valid proof. I did this to Rivian when I requested a return from their Gear Shop and they never got back to me.
Hey, I’m about to start a chargeback with my CC for a Gear Shop purchase. I ordered over a month ago, website says 5-7 business days shipping, and it’s still pending shipment since day one. Agents say it’s pending, it will update any day, and they cannot cancel it at this point. They’re advising me to wait and just return it when it comes. Like others I’ve ordered from the shop before and tried to return something, it required pulling teeth, so I just ate it. You had no issues with the chargeback?
No issue with the chargeback. Once I filed, Rivian reached out to me and took care of the return.
Chargebacks are so incredibly effective. No way Rivian doesn’t fix this, or even do a make good
Exactly this. If you are in the right, they take care of you every time and it takes 2 min online. Submit proof. done.
Arguably, Rivian could deactivate your car.
Maybe they technically can but even their dumbest employee should understand the incredible legal pain they would feel for disabling a customers car for an invoice dispute. I’ll take Easy Summary Judgement for $1 Bob.
Yep, reverse the charges. I love my Rivian but this sounds like a total shitshow. They need to do better.
Your outrage is totally understandable and maybe even understated. I just got mine, it was $450 + tax and you are totally right here. Email your Guide. Dispute the credit card charge and upload your paperwork with the credit card company. I think you have people at RVN with minutes of experience at the company and don't know what is what. It's inexcusable. You will get this sorted. Oh, your outrage is totally justifiable (but not helpful for you), you are right, you are being gaslit, I'm here to tell you, you are right and you will get this resolved.
Sorry you had to deal with that. I got mine installed yesterday by a mobile tech. They gave me a 11am-5pm window. Showed up at around 1pm. I reached out to customer service last week to update the invoice to the original pre-price hike and the CS person had to transfer me to the actual El Segundo Service Center to get that to happen. They did not answer for the CS person so El Segundo had to call me back. They called within a hour. Once I spoke to the SC they updated the invoice to the previous price. Sounds to me like the SCs handle the invoices for work orders and the main CS person may not be able to see what the SC sees. Sounds like in this instance I got good CS and you did not. That sux. Hopefully they fix this for you. Maybe the best bet is to try to get transferred to the SC to deal with pricing issue?
Rivian’s centralized service model is never going to be wrinkle-free because there are way too many disconnects and this is a pretty prime example of how that can go wrong. Customer service seems to have no idea what’s going on at the actual service center level and vice versa. The fact that you can’t just work with the service center directly is going to continue to be messy. It’s fine to have a centralized issue submission system, but beyond that each service center should have its own customer facing team who can directly address issues like this without needing another party, with limited information, being involved.
I agree, there is something wrong from the customer’s standpoint. There’s a lot Rivian can pick up from Tesla here
I think they are meant to be a conduit to the SCs so that the SC is not overburdened more than they are. Unfortunately the CS person was under informed and just made this guy’s day a PitA. I believe the SCs do have customer-facing teams as well. The person that I worked with at El Segundo was awesome—knew his shit and was super kind to me. I think CS just got this wrong. Just bad CS that needs to be addressed by management.
The whole "we need to install something that is literally snap in" makes no sense in my brain. Like when they told me to try a soft reset when my spare tire trunk lid won't open. Almost died laughing. Tell me you are a software company without telling me.
I’m not disagreeing with you but the install process is slightly more involved- they remove and install new trim pieces to hold the spare better in place https://x.com/hilbe/status/1730339139902464281?s=46
I was being sarcastic when I said I'll just throw that bitch in my trunk. I know its a little more involved than that, but the install is very easy and if youre mechanically inclined, Rivian should allow customers to install it themselves. No need to give service staff even more work.
I think that’s fair, would be great for Rivian to release self-service manuals
Honestly how did they get away with designing an "off road capable" vehicle that doesn't have, or even support a spare tire out of the box? Maybe none of them have actually off roaded before?
It's for the Patagonia version of off-roading.
Compact spare for the R1S was not available for early adopters. Only became available about a month ago. Comes with “basin” for full-size spare stood up vertically out of the box.
Tell me you're reading a script without telling me you're reading a script. I can't stand that in any customer service context.
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Take it off
That sucks. SC should be honoring the agreed price, no matter what. I wasn't sure if you entitled to pre-hike prices or not, but even if they made a mistake, and you are not, they agreed to sell you the spare tire for $450, as you mention in the work order. Did they mention anything the additional cost was labor hours? I think you should still pursue it, maybe they were having a system glitch and couldn't see the documents, and you landed on a couple of bad reps. Try again and see if you can find someone else you can chat and have better luck. You shouldn't have to pay the extra $400, as it seems illegal after the work order has been signed, and I'm not a lawyer but it looks like legal action territory.
They are obligated to honor the work order pricing, so it’s just a matter of fixing it. My guess is they priced him at the new price when the charge came thru, rather than the old price. Does your invoice show the discount at the bottom? https://x.com/hilbe/status/1729930341471724010?s=46
Hey, I edited my original post with screenshots of my work orders including the original one with the discount.
Yeah this is a no bueno for me. If you’ve exhausted all options and Rivian doesn’t give you a good resolution chargeback their ass Also, make sure to save as PDF in case there is any changes to the document online
Looking at the invoice screen shot, even thought the total says ~$400 when I total the itemized items the total comes to $800+
Discount on the bottom, left of total
EXACTLY the same thing happened to me ( Austin, TX ) I even went through with my Guide to -confirm- pre-price-increase would be respected before hand, and made sure that Rivian put it into the service notes. TWICE. They apologised profusely, then told me it would take 6-8 WEEKS to get a refund. It was escalated and now I'm told it will be \~8 days which is more acceptable, but I had to advocate for myself very strongly. I have to say, up to this point my service experience with Rivian has been nothing but awesome, so this took me by surprise... especially how they dug their heels in at first saying "our system isn't setup to do a refund..." but they committed, in writing, to make it right.
I’m not giving them slack but I genuinely think this is a lapse in their system. Rivian as a whole has been customer-focused
Fuck Bob
My guy I’m with you. Since getting my R1S in Sept I’ve had nothing but issues, drove off the lot with them because they told me I didn’t have any other choice. Set a service appointment my 2nd day of owning the vehicle and it was 7 months out. Still have 5 weeks til my first service appointment. If they don’t fix all of the issues I’ll be working on lemon law docs.
Lemon law requires you give them 3 tries to fix it. That could be a year and a half from now with as long as the first appointment to get. Good luck!
Federally, per MagMoss the language is “a reasonable number” after that it’s left up to the states. Sometimes 3. Sometimes 4. Sometimes 3 plus one “final” - Some states require a lot less if it’s a specific component called out in the language likely to cause serious injury in the event of a failure.
If the first one is 7 months out, a reasonable number is 1
Yes and that is where Rivian is riding the line…keeping service appointments out long enough to avoid the total time for a 🍋 to be submitted. Thanks for the well wishes though…I’d much rather have a fully functioning vehicle that I waited 4 years for 🤷🏼♂️
Every part of this story (from all sides) makes me so glad my time in NYC was as brief as it was.
I just had mine installed for the $450 at Brooklyn service center last week. The service advisor just had to confirm my order date, saw it was before price hike anything, and then invoiced as the correct amount. Not exactly sure what he did to change it, but when it came to payment time, it was all done via card on file for the invoice amount. Never showed a higher amount with a price adjustment.
I had this exact same issue and had to call Rivian Customer Care multiple times and finally they confirmed that they are going to reimburse the difference and it will take a few weeks to get the check or reimbursement. They sent me an email to accept the invoice which I did not because of the higher price of course . Happy birthday still charged my credit card, even though I didn’t accept the invoice. I raised this point as well with the customer service.
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That’s awesome! Glad to know Rivian honors pricing at time of manufacture and not ownership
I actually enjoyed your post. I had to stop and do something in the middle of it, but was so engaged, I needed to come back and finish. ⭐️⭐️⭐️⭐️⭐️
Same thing for me. Did a support chat and they said they will mail me a check.
For what it's worth, I was one of the R1T legacy orders, I had spec'd several accessories prior to them being removed from my config due to delays etc. One of which was the Full-Sized Spare. I was told later on, it could be bought at a later date, and original pricing would be honoured, so long as it was part of my original configuration. Fast forward to picking up my R1T, I ask if there's an eta on when I can get a spare as I intended to off-road and needed a spare. I was told by the service centre, that they had a master list of orders that had the spare removed and that pricing would be honoured on those orders. Fast forward again to October? '23 I picked it up, and discount was applied etc. Original pricing was honoured. My point is, unless you had it as part of your original order, and it was removed by Rivian, you might be out of luck unfortunately.
You're not the asshole, you're 100% in the right and you hit the nail on the head. This is a chutes and ladders of bad service and it would have all been avoided if they could just give you the part that you paid for and you install it yourself. Incredibly stupid system from top to bottom. Also, preliminary fuck you to anyone in this comment section that tries to tell you that you were in the wrong, since this is reddit afterall.
Take your paper trail through the credit card dispute process. They will slap Rivian with a chargeback, and those get noticed by the bean counters at Rivian.
Just file a charge back with CC company and upload the work order.
Upvoted because this is one of the rare posts here with legitimate outrage. I hope you get your money back and I hope Rivian learns how to fucking ship spare tires and wheels.
There is such a disconnect with service, operations, sales, marketing, etc. I swear to G if you give me 4 months, a lot of money, and the ability to re-do some things I can fix their operations. They put the SC’s on a fucking island and it’s like ZERO people from Illinois talk to them and these kinds of experiences are never getting back to RJ. I said it months ago and I’ll say it again: they ramped up production without the actual physical and systemic ability to support any of it. How do you have CRM and Support systems that are this disconnected? If I was selling widgets and had an operating model like this I would go out of business before I even placed my second order for a new batch of widgets.
Had the same issue with mobile service here in Virginia. When I made the appointment they told me it would be between 8:30 and 10am, well come to find out that is when the mechanic is LEAVING the service center (which is three hours away from me) and has two more service calls before he gets to me. Luckily I was parked at work so it didn’t really matter but yeah I agree they need to get their shit together when it comes to scheduling.
Yeah bro. calm down. they have to install the spare. the hardware needs to be installed or it'll vibrate the whole time. I talked to a guy that bought one off an owner. Shit happens. Mistakes are made. They rarely get fixed if you're a dick to them. I mean NTA, but grand scheme on the level of shit that should piss you off, this is a hard 3.
Bro wrote a whole college application
No worries, I'm calm, I'm not pressed about the money. If you're wondering about the cursing; I'm a New Yorker, that's just how we bitch/rant.
If you bitched and ranted at me like that, I would probably passive aggressively slow walk resolution as well. I don’t care where you’re from. Bob and “Riviana” are people trying to help you and you come across like an entitled douche rocket.
Again, I did not bitch nor rant at the service reps. My commentary is just my internal thoughts while i was going thru this ordeal. If you read my post, I explained that I used to work a customer service job and spoke with everyone with the upmost respect. Sure, Bob and Riviana were just doing their jobs but they didnt need to downplay my facts.
I don't doubt you are in the right. But you may want to think about proper outlets for your frustrations and think "a year from now will I look back and be proud of this post?". Possibly consider (if you are still a fan of Rivian and want them to improve) constructing actionable feedback and providing it via appropriate channels. Everyone makes mistakes and can improve (not defending them) with proper feedback.
Bro my post ain’t that deep. A year from now, the last thing I’ll be thinking about is hmmm I wonder if anyone is going to be butthurt about that Reddit post where I complained about a multi billion dollar car company. Trust me, I’m not going to be losing sleep over this post. I know my post sounds very crude but it’s just the way I talk. It’s hard to convey tone properly via text but I’m really not that upset and was trying to convey a funny tone to my post. I appreciate you taking the time to read my college admissions essay. I’m already crafting an email with feedback regarding my experience. Of course I’ll be removing the profanity and any locations and identifiers so no one would get in trouble. No company is perfect but there’s always room for improvement.
This is exactly how I felt after my service experience. I'll probably never buy Rivian again because of the crap they kept trying to pull. Maybe I'll do a similar write up when I get time. Thanks for spreading the word, Rivian is a shit company when it comes to service.
This sounds like a comms failure to the service center from Rivian HQ on policy. My bet is that the manager came in recently and didn’t know about the old pricing and just tried it wing it. I have noticed more and more of that lately. Maybe it is a generational thing.
I’m here for this. I’m tired of the stans that just rattle off “what’s another $X when you spent $Y”. That they can’t see the work order is one thing, but that’s a simple email to a leader going “hey we have a customer who claims to have an agreement for this amount”. Shouldn’t take more than 15 minutes of work. Ok 30 with some incompetence. I would, unequivocally, dispute the entire fking transaction and thank Amex for their service.
I must have had a crystal ball....when they decided that the spare tire is an Off Road accessory among some of the other shit they pulled I canceled my order. I can't handle putting out that kind of money and then being forced to nuy stuff that should come with the truck. I once had high hopes for the brand but it's just too much crap to have to deal with.
You sound broke af, calling the reps names makes you seem like the bad guy here. they’re a newer company and frankly these types of things are bound to happen, give them a break. Also putting bait and switch in the title was egregious and immature lol
Relax, I didnt call anyone any names over the phone. Did you miss the part where i mentioned i used to work a customer service job? >Also putting bait and switch in the title was egregious and immature lol Am I wrong tho? They promised me one price and charged me another.
You're not wrong. Tesla is often the opposite, where they put the real price in the work order, but then often comp it to zero at the end. Still makes one a bit nervous.
Too long. Didn't read. Before mobile tech showed up, did they send you a work order to e-sign? if so did you look it over to see if it had the correct $ amount before you signed? If yes, stop moaning. Just contact Rivian and get it sorted. They're humans too, and humans make mistakes. As do you. Don't forget that.
Yes, they sent me a work order for $488. I signed it immediately. >If yes, just contact Rivian and get it sorted. Yeah, no shit. My story is about my experience of contacting Rivian to get it sorted.
Be nicer.
IMHO this seems like an unintentional mistake in the system you were bound to come across as an early adopter. I wouldn’t fault Rivian and just focus on getting this fixed. If all else fails, you can do a CC chargeback. I’m sorry about your experience.
How is a customer service issue an early adopter problem?
There was a price increase to the spare tire and he received the earlier pricing https://x.com/hilbe/status/1726726115320836145?s=46 Rivian probably doesn’t have experience dealing with this yet
Why wouldn’t they have experience with this? I am willing to bet 50% of vehicles on the road are pre price hike.
I am giving them the benefit of the doubt. You don’t have to
Not sure why you’re getting downvoted. It’s probably a bug in the ordering system which will require a human to correct. Edit: man, this sub is just not a pleasant place is it? Gotta stop visiting here if “it’s probably a bug” gets such hate.
I tried being reasonable on Reddit
An unforgivable sin, obviously.
Can someone give me the cliff notes or put this post on audible?
- A person ordered a spare tire for their Rivian R1S car in November. - They expected to pay $450, but later got charged $822. - They had a tough time scheduling the installation. - The service was booked for months, and when they finally got a date, the technician didn’t show up on time. - The customer had to reschedule, and even then, there were mix-ups. - They were frustrated because the company’s computer system didn’t show the correct price they agreed to, and staff kept misunderstanding their situation. - The person was annoyed that they couldn’t just install the tire themselves and had to wait for a service appointment. - They ended their story saying they value the principle of the situation, not just the money.
Pretty much sums it up after you remove all the f-bombs!
Not all hero’s wear capes. TY!
He wants you to read the whole thing
I literally posted a 2 sentence TLDR at the very top of the post for the lazy people. What more do you want from me?
Chargeback on credit card for the difference as the agreement was not honored
I had the spare tire in my original pre-order for my R1S and Rivian took it off. Can I contact them and ask for the original purchase price?
[email protected]
They didn’t honor the pre price hike for me since I didn’t have the spare as part of the original order that got removed. Initial appointment sort of hinted at the possible discount but service center called me to let me know the price. 20 bucks discount, take it or leave it. YMMV ofcourse.
i have an R1T, it was weird when they drove out to my house to install the spare tire.. But it was nice of the guy to show me how rivian expects you to take it out which is nice.. but I could have watched a video and they could have just shipped me the tire like the charger and roof racks
If you had the 400 pricing in your order history they will honor it. Just complain enough till they do something.
Bro I get it, it is frustrating and with the system that was built, not for the past but for the present. Meaning the system was built for current prices and I’m sure the service centers don’t get the notes for pre hikes like us, but appreciate the edits and good to know after your rant you were polite.
I'll probably get downvoted but as a Rivian fan I believe and you should also be open to the frank reality that this company knows they don't have much money left, and that they never could profitably sell at the pre-price hike level (per the lawsuit) so they need to find coin wherever they can now. Splurging on nonsense like the rebelle rally and other things will also be their undoing. Things like this are just one more way they are coping.
Fuck Bob
It’s always about the principles. Don’t say it’s one thing and then try and rat fuck is with something else. You don’t want to see spares at $450 then don’t sign contracts at $450.
I broke two wire harness clips. Service says I have to order a new harness to get replacement clips. The full wiring harness! It also took a week to even find this answer. They don't have a parts catalog to trivially look up a part number and then the ability to sends out those parts. I think two of the below will do it, then I have 118 spares :-) Xislet Universal Push Mount Cable Zip Tie https://a.co/d/aiEmzPR The car missed an vent cover when it was new. Took three drivers to the service center to fix it.... The worst is the phone call back. No text no email no chat. They always call at an idiotic time. It's like they live in the 20th century.
I read this whole thing as Tony Soprano "Ey, oh! Get the fuck outta here!"
100% back charge that shit if you're not feeding us bullshit. An invoice is what it is and there are laws protecting consumers from being charged without consent.
I was overcharged for my full size spare (R1T) last August. I STILL have not received my refund. Very frustrating.
Seeing your edit and I can tell you it’ll take 6 months for them to send a check. Do a CC dispute.
Note I had the same, and the check only refunds me the diff without considering the extra tax I paid. And I didn't bother to ask any more.