Initially, people admired the scooter for its performance and looks, but after-sales experience proved to be extremely challenging.
With back-to-back allegations and customer grievances, Ola Electric is finding time extremely tough. After the Ministry of Heavy Industries (MHI) urged the Automotive Research Association of India (ARAI) to submit a detailed report on the company’s malpractices, it was revealed that customer complaints have escalated at regular intervals outside the Moti Nagar service center in New Delhi.
Scores of customers outside the service centre revealed that their decision to purchase an Ola scooter has proved to be a nightmare. After repeated complaints, the company has yet to solve their pain points, and hardly any work has been done. An agitated customer who travelled more than 10 km for servicing stated that instead of Ola, people should opt for Honda Activa.
Another customer, with signs of frustration, said that ever since he purchased an Ola e-scooter, there has been one problem after another, and these challenges should have been countered before foraying into the market. Ola’s pathetic service has made some angry customers burn down an entire showroom. To safeguard the situation, the union ministry has now stepped in to counter the challenges.
The Consumer Complaints Protection Authority (CCPA) has highlighted a range of issues. These include delayed deliveries, defective vehicles, misleading advertisements, and poor customer service. The report reveals that a staggering 9,948 consumer complaints were lodged against Ola Electric on the National Consumer Helpline between September 1, 2023, and August 30, 2024.
When the products were launched and delivered, people initially admired the scooter for its performance and looks, but the after-sales experience proved to be extremely challenging. Therefore, the company failed to compete with the legacy players in the market in managing post-purchase customer support. Ola witnessed its lowest monthly sales in September, and its market share fell to 27 percent from 47 percent in September 2023. It sold 23,965 vehicles in September 2024.
