Ola Electric is grappling with a major service crisis, receiving approximately 80,000 customer complaints monthly. This growing volume of grievances has overwhelmed the company’s 430 service centres across India, with delays in addressing issues adding to customer dissatisfaction. As a result, Ola Electric has formed a new team to tackle the mounting complaints and streamline the repair process. However, the challenge remains significant, as service centres struggle to keep up with nearly 6,000-7,000 complaints daily.
The service crisis coincides with a substantial decline in Ola Electric’s sales, which dropped by 34% in August compared to July, reducing the company’s market share to 31%, according to a report by Mint. Customers have reported facing lengthy delays in getting their scooters repaired, with many waiting for months to resolve seemingly minor issues. For instance, Akhilesh Dabharde from Nagpur shared his frustration with the delays, recounting how it took him three months to fix a sensor issue with his scooter.
The shortage of staff at service centres has further exacerbated the problem, with some centres handling hundreds of broken scooters at a time. In extreme cases, customer frustration has boiled over, with one incident in Karnataka where a customer set a showroom on fire.
The mounting service issues and declining sales are putting Ola Electric under increasing pressure to resolve customer concerns and regain consumer trust. Without immediate improvements in service infrastructure, the company may continue to struggle amidst growing discontent.
