[Herebyfate]

Does anyone know when the employees of Rivian particularly customer service reps became aware of the price increase? Was it before March 1?

 

[JacobH]

Does anyone know when the employees of Rivian particularly customer service reps became aware of the price increase? Was it before March 1?

Only a Rivian insider can answer your question definitively, but based on my experience leading
marketing and communications teams at a large public company and the fact that the March 1 announcement had not leaked, I suspect:

- knowledge of the planned pricing change that affected all reservation holders was very carefully limited within the company until minutes before the March 1 email was released.

- customer service staff were probably provided explanatory Q&A documents, possibly “scripts” to be used to respond to phone, email and online chat customer reactions, etc., - but only a short time before the March 1 email was released to customers.

- market research was not performed during the planning for the pricing change - or worse - market research was performed but findings about reservation holder reactions were ignored.

Again, these are just guesses based on my professional experience. I have no inside knowledge.

 

[Herebyfate]

Only a Rivian insider can answer your question definitively, but based on my experience leading
marketing and communications teams at a large public company and the fact that the March 1 announcement had not leaked, I suspect:

- knowledge of the planned pricing change that affected all reservation holders was very carefully limited within the company until minutes before the March 1 email was released.

- customer service staff were probably provided explanatory Q&A documents, possibly “scripts” to be used to respond to phone, email and online chat customer reactions, etc., - but only a short time before the March email was released to customers.

- market research was not performed during the planning for the pricing change - or worse - market research was performed but findings about reservation holder reactions were ignored.

Again, these are just guesses based on my professional experience. I have no inside knowledge.

What I suspected