Ola Electric’s claim of resolving 99.1% of the 10,644 complaints filed with the Central Consumer Protection Authority (CCPA) has sparked a significant backlash, with comedian Kunal Kamra and numerous dissatisfied customers calling out the company’s after-sales service. Kamra’s sarcastic post on X (formerly Twitter), questioning whether “99% bikes are moving,” resonated with many customers, amplifying ongoing frustrations about faulty scooters and delayed repairs.
Key Points Driving the Controversy:
- CCPA Notice: The Central Consumer Protection Authority had issued a show-cause notice to Ola Electric on October 7, 2024, over allegations of misleading advertisements, unfair trade practices, and consumer rights violations. Ola responded, claiming its robust complaint redressal system resolves issues to the “complete satisfaction of customers.”
- Kunal Kamra’s Critique: Kamra’s cheeky jab on social media became a focal point for disgruntled customers. His remark suggested that if only 99% of complaints were resolved, the remaining 1% might represent scooters that are not functional. This playful comment hit home for several Ola users who had shared their own service issues.
- Consumer Frustrations: Kamra’s post triggered a flood of responses from Ola customers who expressed dissatisfaction with the company’s customer support. Many claimed that their service tickets were closed without resolution, and others shared stories of scooters breaking down with no timely assistance. One customer shared how their scooter stopped working entirely, leaving them stranded despite raising over 15 support tickets. Another user lamented their scooter’s inability to charge for 22 days, demanding a refund.
- Allegations of Data Manipulation: Several customers accused Ola Electric of manipulating data to present inflated complaint resolution rates. Complaints about service delays, unresponsive customer support, and faulty scooters were prevalent in the online discussions, with users suggesting that issues were often “resolved” without genuine solutions.
- Legal Action and Consumer Protection: One user shared that despite filing complaints with the Delhi Police and reaching out to the Commissioner of Police, their case progressed only after being accepted by the consumer court. This highlighted growing concerns about the effectiveness of consumer protection in the electric vehicle (EV) space.
The uproar reflects a broader frustration with Ola Electric’s customer service and the perceived lack of accountability from the company. While Ola has presented its redressal mechanism as effective, the experiences shared by customers suggest that significant gaps remain, particularly in how the company handles after-sales service and critical product failures.
