It is a common experience and complaint among ordinary citizens that customer complaints is one of the most infamously ignored areas in Indian businesses. But it is not a common occurrence where the complaint of the high and mighty are cold-shouldered by even iconic brands that people associate with luxury, high technology and perfection.
But the experience that Gautam Singhania recently had with Lamborghini, one of the most revered car brands in the world, fits this rare experience. On October 27, Sunday, Singhania took a shot at the bosses of Lamborghini’s India and Asia operations for ignoring his complaints about a Lamborghini Revuelto.
See the cost of the Singhania’s favourite car
The car was stranded in the road in Mumbai when he went out with it on October 3. By the way, the price of this model starts from Rs 8.89 crore. An irate Singhania didn’t stop short of naming both the Lamborghini bosses in a social media post. What made the situation even more unfortunate is that Singhania is famous for his passion for Lamborghinis and owns at least two other models of the Italian automobile manufacturer.
“I’m shocked at the arrogance of India head Sharad Agarwal and Asia head Francesco Scardaoni. Not one has reached out to even check what the customer issues are,” Singhania wrote on LinkedIn.
Singhania’s passion for cars
Singhania is one of those corporate bosses who is known for his love of cars. According to reports, he has driven a formula one vehicle in France. In his stable are Ferrari 458, Audi Q7, Lamborghini Gallardo, LP570 Superleggera and Nissan Skyline GT-R.
Singhania also stated that he has been encountering troubles with the car within a fortnight of the delivery. “I took the new Lamborghini Revuelto for a test drive and ended up stranded on the trans-harbour link due to a complete electrical failure. It’s a brand-new car—are there reliability concerns? This is the third one I’ve heard of experiencing issues within 15 days of delivery,” the Raymonds chief had written on October 3.
Netizens lend voice
Predictably, Singhania’s post has kicked up a storm of comments from netizens. “It’s disheartening to see such behaviour from a luxury brand that should prioritise its customers, especially when India stands as a vital, growing market. India’s luxury car market is one of the few bright spots globally, and brands should consider this a prime opportunity to connect with their customers on a more respectful and personalized level,” commented Sanjeev Mulchandani (executive vice president and business head at Associated Broadcasting Co Pvt Ltd.
That businesses fail to respond to customer complaints quickly is a common grouse in India. But that even marquee brands can be indifferent to the rich and famous is not very common. Biz News Business News – Personal Finance News, Share Market News, BSE/NSE News, Stock Exchange News Today
