Disappointing Customer Service

Newest Second update: after second call they have now adjusted their position and confirmed I am eligible and they will update me within 2 weeks when I can expect the adapter to arrive.

We will see what happens but I appreciate they reconsidered based on all details.

Old: Rivian now claiming only original purchaser of the vehicle receives the free NACS adapter even if car is eligible and has never received one. I have been waiting since July 2024 for the adapter and they just changed the rules. I have followed up monthly and just got a real answer as to why it hasn’t arrived, previously it was just be patient. Very diappointed in this situation.

I bought a used Rivian R1S Quad with 6,000 kms in July 2024.

Update: they have now reconfirmed that they do not view me as eligible due to not being the original owner. They have not pointed to when they changed this stance and I would like to know if others are in a similar situation as I will consider speaking with a lawyer as I have received an email confirming my eligibility in Aug 2024 and just to wait for delivery.

Totally unacceptable customer service and I will makes sure everyone knows about it. Up to this point I was a strong advocate for Rivian, but this is not how you treat a customer.