Only a Rivian insider can answer your question definitively, but based on my experience leadingDoes anyone know when the employees of Rivian particularly customer service reps became aware of the price increase? Was it before March 1?
What I suspectedOnly 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.