In the dynamic world of electric mobility, the tale of Ola Electric unfolds with the inception of its visionary founder, Bhavish Aggarwal, back in 2017. Fast forward to today, and Ola Electric stands tall as India’s leading electric two-wheeler manufacturer, boasting a remarkable valuation of $7.81 billion.
The journey reached a pinnacle in 2021 with the introduction of the much-acclaimed S1, followed by a stellar lineup including the Ola S1 Pro 2nd Gen, Ola S1 Air, Ola S1X (2kWh), Ola S1X (3kWh), Ola S1X (4kWh) and Ola S1X+ (3kWh).
The company’s success in the sales sector is undisputed, securing a 35% market share in November, driven by a stellar month-over-month growth of 30% and an impressive year-over-year surge of 82%.
However, every success narrative has its flip side, and for Ola Electric, the important question is, “What about the after-sales services?”
While the company has triumphed in sales, whispers of discontent have emerged from customers regarding the post-delivery phase.
Reports suggest a growing number of customers expressing unhappiness and frustration with Ola Electric’s after-sales services, citing issues ranging from unattended grievances to a perceived lack of attention from the company’s support team.
So, in this article, we will delve into some of the prominent after-sales service issues faced by Ola Electric customers, and look at the areas where Ola needs to upscale their service game. Frustrated owners of Ola scooters report the issues on Social media, websites, and WhatsApp groups.
The shutdown of the Ola Electric Showroom in Ichalkaranji, Maharashtra
The recent shutdown of an Ola Electric showroom in Ichalkaranji, Maharashtra, sheds light on a significant concern among Ola electric scooter owners – an unsatisfactory after-sales service.
In a display of frustration, a group of Ola scooter owners forcefully closed down the Ola showroom, underscoring the pressing need for improvements in customer service.
This incident highlights the dissatisfaction experienced by Ola scooter owners in the region, citing prolonged repair times, unsatisfactory solutions, and a perceived lack of benefits from Ola’s extended warranty, Care+ Plan, and Roadside Assistance (RSA) program as key grievances.
Additionally, a communication breakdown further fueled dissatisfaction, with many owners reporting unanswered attempts to connect with Ola management through tweets, emails, and phone calls.
User’s Bad Experience With Ola After-Sales Services
Ola’s e-bike sales are soaring, but there’s trouble on the service front. A recent tweet from a Reuters employee reveals challenges at a Mumbai workshop: 100+ bikes sit waiting for repairs, covered in dust and bird droppings.
Ola’s staff is struggling with manpower shortages, causing bike repair wait times to stretch from 3 days to a whopping 3 weeks.
Finding slots for vehicle repairs has also become a tough task, exposing a gap between the growing demand for Ola’s e-bikes and the ability to handle service needs. This is one of the examples, but many users are facing similar issues.
The #Ola story: Ola’s e-bike sales could be soaring, but service is failing. At a Mumbai workshop are 100+ bikes waiting to be repaired-gathering dust, covered with bird poo. A Reuters deep dive on India’s biggest e-scooter maker & its challenges. Thread. https://t.co/5UxqfNbVx2 — Rishika Sadam (@RishikaSadam) November 29, 2023
A user of the Ola electric scooter tweeted on November 29 that he had received a bike from Ola Electric’s Veraval center, and from then unfortunate issues surfaced post-purchase.
The bike went through frequent breakdowns and technical malfunctions and left the owner stranded due to a motor failure within just 3 days.
Despite reaching out to Ola’s customer service on November 25, 2023, the resolution proved unsatisfactory. The representatives’ efforts fell short of adequately addressing the persistent problems, causing severe inconvenience and frustration. This is one of the examples, but many users are facing similar issues.
I’d Order ID: OET-051335719231023-VUY757 and the accompanying service. On 22nd Nov 2023, I have received delivery of the aforementioned bike from your Veraval Ola electric centre, Unfortunately, since then, I have encountered multiple issues with the bike, — Nayan M Khapandi (@KhapandiM) November 29, 2023
Dead Battery, Lengthy wait
A user of Ola Electric S1 Pro tweeted about facing significant issues – the battery being dead. The vehicle was stranded at the Aadhchini Service Centre in Delhi.
After a 3-day wait for acknowledgment, he was informed that a new battery was needed from Bangalore, with an estimated 15-day replacement time. The user expresses frustration with the service experience. This issue is faced by many customers this is just one example.
Facing major issues with my Ola Electric S1 Pro – battery dead. Vehicle at Aadhchini Service Centre, Delhi. Took 3 days to accept, now they say new battery needed from Bangalore, estimating 15 days for replacement. Requesting a backup vehicle due to extended wait. @OlaElectric pic.twitter.com/eVMrE8QKVm — Anshu Ranjan Tiwari (@caanshutiwari) November 25, 2023
Repair Delays: Ola Electric Service Shortage
Ola electric scooter owners are facing a challenge after purchase – a shortage of nearby service centers. When technical issues arise, owners are instructed to book repair slots, but the problem lies in the unavailability of these slots nearby, leading to a frustrating wait of around a week.
Despite the founder’s promise in an August interview with Reuters about aggressively expanding the service network by adding 100 new centers and hiring more technicians, visible improvements are yet to be seen.
The current situation raises concerns about the company’s ability to promptly address the repair needs of its growing user base.
Ola Electric’s Missing Research and Development
According to various sources, a notable concern has surfaced regarding Ola Electric’s product launches – the absence of substantial research and development.
Reports suggest that vehicles are hitting the market without undergoing proper R&D processes, potentially impacting their quality and performance.
In addition to the R&D concerns, another issue has emerged concerning the testing of Ola Electric vehicles in diverse Indian conditions. It appears that factors such as weather, humidity, and cold, along with various riding styles, have not been adequately assessed.
This oversight poses a potential challenge for users who experience issues related to vehicle adaptability in different terrains and climates.
Sales Over Service
Concerns have risen about Ola Electric’s priorities, emphasizing sales over services. Despite successful sales of its electric vehicles, customers are facing service challenges. This imbalance raises doubts about the company’s dedication to ensuring smooth post-purchase support. Ola Electric must address these concerns to prioritize a seamless customer experience beyond the initial sale.
Ola Electric’s Training and Pressure Challenges
There’s a hitch in Ola Electric’s technical support – technicians might not be fully trained, possibly due to time constraints and pressure. This could impact the quality of assistance for customers. Ola Electric needs to tackle these training gaps and ease the pressure on technicians. Ensuring they are well-prepared will be key to addressing the various issues faced by electric scooter owners and improving the overall customer service experience.
Unresponsive Customer Support
A prevalent issue reported by Ola Electric users revolves around unresponsive customer support after registering complaints.
Despite using the app for complaint registration, many users face a lack of communication and resolution. Direct contact with executives is not an option, necessitating visits to service centers.
This adds to the inconvenience, as customers invest significant time in these visits without guaranteed solutions.
Service Center Struggle: Ola Electric’s Tech Shortage Woes
At Ola Electric’s service centers, a common hurdle is causing inconvenience – there are too many vehicles waiting for attention, but not enough technicians to keep up.
This imbalance results in prolonged wait times for customers.
To address this issue, Ola Electric must consider hiring more technicians or implementing an efficient scheduling system. Swift action in resolving this bottleneck is crucial for enhancing customer satisfaction and ensuring a smoother service experience for electric vehicle owners.
Final Thoughts:
In conclusion, although Ola Electric has been a top player in sales for years, there’s a critical need to boost its after-sales services significantly. Success goes beyond just sales; a fantastic customer experience is key.
Recently we conducted a survey on our LinkedIn platform and asked our followers Which Indian scooter company had the weakest after-sales service?, and the response was clear – over 60% said Ola.
To ensure lasting success, Ola must strive to enhance after-sales services, tackle identified issues, and, crucially, rebuild customer trust. It’s not just about selling; providing a consistently great experience for maximum Ola Electric users is the true measure of enduring success.