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Ola Electric grapples with safety issues and customer dissatisfaction as complaints surge across India

A resident of Madhya Pradesh, Vivek Dubey was eager to be part of the increasingly popular two-wheeler electric community. On 17 August 2023, to which he paid a lump sum of ₹1.4 lakh to book an Ola S1 Air, the Katni showroom soon brought him down when the scooter manifested a short circuit that kept flashing blank on the screen. The Ola staff comforted him that the problem would be sorted out. It has been over a year since this happened, and he neither received the scooter nor did he receive the amount deducted.

Vivek’s story is one of many, as Ola Electric faces mounting criticism over poor customer service. Several customers across India report similar grievances, questioning the company’s accountability despite its ambitious goal of making India a global hub for electric vehicles (EVs). Many frustrated consumers have struggled to contact Ola for redress or obtain a response from the National Consumer Helpline.

A controversy on social media took things to an even worse scenario in early October. Comedian Kunal Kamra posted on X, formerly Twitter, an image of many Ola scooters parked in a showroom, gathering dust. In his post, Kamra questioned whether Indian consumers have a voice, challenging other Ola users to share their stories.

In response, Ola's founder and CEO Bhavish Aggarwal promptly took offense saying it was "armchair" commentary while hinting that Kamra's tweet was paid. The effort to play down the problems didn't go well, as several consumers responded to the thread with complaints about delayed deliveries, faulty products, and an unresponsive customer service department.

The controversy soon attracted regulatory attention. The Central Consumer Protection Authority (CCPA) initiated a class action against Ola Electric, demanding the company address unresolved complaints. Reports indicate that the National Consumer Helpline has logged approximately 10,600 complaints against Ola over the past year. The CCPA issued a notice, giving the company 15 days to respond, with the deadline set for 22 October.

Further investigation into the complaints revealed disturbing stories from Ola customers. TNM was able to get responses from around 15 users, who complained about the lack of accountability within the company and poor service levels. Many were also dissatisfied with the failure of regulatory bodies to deliver justice in time.

One such alarmingly ghastly incident was with Thiruvananthapuram resident Rahul Neelakandan. One day, while riding his Ola scooter, it caught fire. Rahul escaped unhurt. Similar accidents have been reported. Another occurred in Maharashtra where Sohail Faruqui saw smoke coming from his scooter as he was passing through the busy area. Thanks to other commuters who alerted him, Sohail was able to use nearby water to douse the smoke. Sohail's scooter has remained at a service center in Thane for a month. He still does not have any explanation as to why the scooter malfunctioned.

Scooter fires regarding Ola have become nothing but a routine affair. But every attempt to regulate the company for the fires has gone in vain. In another case of the scooter catching fire at Nedumangadu police station in Thiruvananthapuram, officers filed a First Information Report. But officers said they got no clarification from Ola when asked.

With the regulators breathing down their necks and complaints piling up, the emerging electric vehicle giant Ola Electric is in the news for all the wrong reasons. Now, the push by Ola to dominate the EV market seems more impossible than ever as consumer trust is being eroded.

Though the verdict of the CCPA's class action may give clarity on how much responsibility the company holds, Ola Electric will also have to deliver and correct issues in service while putting an end to the safety issues around their vehicles to win back consumers' confidence. As electric vehicle demand is up in India, manufacturers must focus on customer satisfaction and safety in order to keep rising.