With due respect, a 'high level' customer can buy just another car if he has problem with it, he can afford to, while 'low level' customers have to speak out loud because that is all what they have, it is a heavy and rare investment for them.

The 'issue' is not morally acceptable. First of all there shouldn't be any distinction between customers, it is the company's responsibility to offer the best product, whoever the customer is. How can you be ignorant to a customer who invests a big chunk of his earnings to buy your product.