Introducing Rivian Guides

Your dedicated Guide brings a personal touch to customer service.

By Rivian

May 25^th, 2022

When we started Rivian, we had a blank page to not only reimagine what a vehicle can be, but to rethink the entire ownership experience. Rivian Guides give us the opportunity to have a personal relationship with every Rivian owner.

Whatever you need.

Every Rivian preorder holder will be paired with a dedicated Rivian Guide who will serve as your single point of contact from the moment your vehicle enters our production queue, for as long as you own your Rivian.

Whatever questions may arise, simply call, text or email your Guide. You will have their direct email address and phone number, so reaching out is easy. Your Guide will be the one person you contact for whatever you need.

"When someone gets into a Rivian, I want them to feel that it was made here by real people who care about their community."

Nicole Rivian Guide

"Your Guide is like a concierge for your entire ownership experience. This isn’t just a transaction — it’s fun and exciting and I want to make sure you feel that."

Kelly Rivian Guide, Manager

"Even after you take delivery of your vehicle, we’re still here."

Justin Rivian Guide

Take your time.

When you call, there’s no rush. We’ll take as much time as you need to make sure all of your questions are answered. You won't be transferred away to another department or made to talk to a bot. As a Rivian owner, you will have “your person” for whatever you need.

Unsure about configuration options? Want us to walk through our different drive modes? Deciding which route to take on your first EV road trip? Wondering how best to stow that new piece of gear? Your Guide is here to help.

Hi from Normal.

Our Guide Team is located in Normal, Illinois, right in our factory. Their individual stories help paint the picture for our customers, sharing their genuine excitement for Rivian and anticipation for the start of deliveries. And since they sit just steps from our assembly line, it’s easy for them to walk right over to an engineer — maybe even RJ — to get you the information you need.

Right now, our Guides are going through rigorous product and systems training. Deep immersions on your vehicle as well as charging, service, warranties and all our backend support systems too. Rivian Guides will have deep knowledge on all aspects of Rivian.

Rivian Guides have direct access to our entire team, enabling them to connect directly with the people designing, engineering and building the R1T and R1S.

Let's meet soon.

Guide introductions will begin in May once training is complete, starting with Launch Edition preorder holders first. Introductions will be one to one, so it will take time for everyone to meet their Guide. When your Guide reaches out, the final ordering process begins. From configuration questions to scheduling delivery — and all your adventures once your Rivian arrives — your Guide will be with you.

Until then, our Guides will continue training, learning and sharpening their skills here in Normal. We can’t wait to meet our first Rivian drivers and begin making deliveries. This is just the beginning.

For questions about our Guides or general Rivian inquiries, please visit rivian.com/support for online help and to reach us by chat, phone or email. Our Customer Service Specialists are available Mon-Fri, 8 AM to 8 PM CST.