they could have asked some tough questions, but i get it. they invited him and its their first ever Rivian guest so probably didn't want to put him on the spot. but it was also a missed opportunity to share about what a lot of the community thinks/feels about their communications and how they still have some ways to go to restore customer excitement, loyalty and trust.
Tony talked about their informal comms and to their credit they do these things well. not sure what the problem is with the formal comms. maybe a team of 5-6 isnt big enough. or they dont have the right team. or the right processes in place. or the ancillary teams involved in comms is too big. i work in customer comms, its very difficult. you have a lot of cooks in the kitchen between product, eng, legal, security, ops, sales, marketing, customer success/engagement and its hard to build a cohesive message.