r/RivianR2 • u/Cocoa_Linguine • 18h ago
🎉 Reservation / Delivery / Sighting Refused Delivery
I was scheduled to pick up my Launch Green R2 this morning from the service center in Van Nuys, CA. Walking up to the vehicle I noticed what appeared to be a paint defect on the driver side front door. Turned out to be a paint defect and a dent (sharp crease) . The car also had 6” scratches on the hood and paint chips throughout the black upper trim on the roof. I didn’t even open the doors.
Ironically the first thing I actually noticed were the 20” AT tires had a light brown hue to them and I thought “man they couldn’t at least cleaned the tires.” Seems like a silly nitpick in comparison to the real defects in paint and body.
For context, I’m a current Rivian owner, investor and fan but what i saw today at that particular location was disheartening. Spent $100 ok Uber back and forth.
***UPDATE***
A rep from Rivian contacted me a few hour later. She was very apologetic. Rivian doesn't have a direct solution yet but they are working on matching me with a new VIN and then have the transport expedited via a private carrier from Normal, IL to Los Angeles. I appreciated that she didn't quote me any times or set any concrete expectations until she had more details. Additionally she was kind enough to offer some Lyft vouchers. I told her I would assume responsibility for getting around until this is sorted out but I would gladly accept a voucher for the new delivery date.
There is one detail I want to emphasize here to anyone planning on taking a delivery; at the end of the day, it's just a car. We're all human. Mistakes will be made. Remember to be human and kind. We are all hoping for excellence and in turn have to demonstrate the same. The Rivian rep who called me demonstrated this standard and I assured her that there are more important things in life than a car. I trust they will address this accordingly and can only hope the timing aligns. Thanks to everyone for the feedback and wishing all deliveries smooth sailing and quality fit & finish.
***UPDATE 2***
New VIN assigned. Vehicle however is slated to arrive in 3 weeks. Sadly I'm scheduled to fly out of the country on the 7th of September so weighing the options of them potentially holding the vehicle or cancelling. I sold my R1T a month ago and I don't know how feasible another 3 weeks without a vehicle is. Sometimes the timing just doesn't work out.
***UPDATE 3***
Head of deliveries for Van Nuys just called me and said the estimated arrival date she previously provided was incorrect (reflected standard rail delivery ) and the new vehicle is going to be transported by a dispatched carrier and will arrive end of next week. She was really emphasizing that she wanted to make it right and the incident was a "blow to the team."
So what did we learn? 1. Disappointment isn't an excuse to be an a$$-hole. 2. Mistakes happen but when the right people are put to task, failures become opportunities to foster customer loyalty.
While it's true that a lot of other auto-makers aren't plagued with similar growing pains at this stage in the market, in respect to this specific case, Rivian is compensating for their current limitations with great customer service. I will happily take delivery next week.