Raymond Group Chairman Gautam Singhania Calls Out Lamborghini For Its ‘Arrogance’, Here’s Why

Gautam Singhania, chairman and managing director of the Raymond Group, has been critical of Italian luxury carmaker Lamborghini for its “arrogance” in not responding to his concerns over a mechanical issue with his new Lamborghini Revuelto. Singhania’s frustrations were aired on Twitter and LinkedIn, showing how the luxury brand seems out of touch with its high-profile customers.

What Happened ?

Controversy started when Singhania went for a test drive in his Lamborghini Revuelto, priced around ₹8.89 crore on October 3. Singhania faced a complete electrical failure that left him stranded on Mumbai’s trans-harbour link. Following this, he came down heavily on the leadership of Lamborghini India, citing India Head Sharad Agarwal and Asia Head Francesco Scardaoni, who did not even get in touch with him even though he has been an ardent customer of the brand for years.

“I am shocked at the arrogance of India Head @Agarwal_sharad and Asia Head Francesco Scardaoni. No one has reached out even to check what the customer issues are,” Singhania tweeted, showing disbelief at no effort by Lamborghini to hear his complaints.

This social media post by Singhania soon made many people support his view. Sanjeev Mulchandani, EVP, Associated Broadcasting Co Pvt Ltd, has commented that, “It is rather disheartening to observe such behavior from a high-end brand that would yearn for more customer orientation now that India is being an integral, expanding market.” It is where this is pertinent for brands to really take care of the customers and form real relations, not by selling customers.

Lamborgini’s lack of Engagement

There appears to be a general feeling of concern over the reliability of the Lamborghini Revuelto, as Singhania noted that it was the third such complaint in just 15 days of delivery. He was wondering if there were more fundamental reliability issues with the car, pointing out that such experiences could dent a luxury brand’s reputation.

Social media has been found to have a lot of negative reaction towards the perception that Lamborghini has neglected to engage. According to Girish Chhalwani, a business coach in real estate business; “Disappointing to see leaders who do not engage directly with customers, to address any concern- it would have showcased seriousness in building trust and satisfaction through customers.

The car world has been witnessing highly publicized and exclusive experiences, and Singhania’s latest experience with Lamborghini is no exception. While a personal trip to France, where he drove a Formula One racer, was not enough, his discontent over Lamborghini has made the luxury automobile industry and the emerging Indian market take note of the need for good customer service.
Lamborghini has not reacted so far to the criticism put forth by Singhania and the impact it may create.