In a bid to address its mounting service backlog, Ola Electric has launched the Network Partner Program, aiming to expand its service network to 10,000 locations by the end of 2025. Additionally, the company plans to train 100,000 third-party mechanics across India to ensure they are equipped to handle electric vehicle (EV) maintenance and repairs.
The announcement comes as Ola Electric faces increasing scrutiny over service delays and customer complaints. Reports indicate that nearly 10,000 grievances have been registered with the Central Consumer Protection Authority (CCPA) regarding issues such as service delays, late deliveries of new vehicles, and unmet service promises. In fact, on September 18, Mint reported that Ola had received as many as 80,000 customer complaints in a month.
Ola’s recent troubles have been compounded by a significant drop in sales, with only 24,000 scooters sold in September, causing its market share to plummet from nearly 50% to 27%. To combat this downturn, Ola has introduced substantial discounts on its S1 scooters, starting at just ₹49,999, leading to the sale of 5,453 scooters as of October 8, according to the VAHAN dashboard.
In an effort to redefine the after-sales experience, Ola Electric has also rolled out the #HyperService campaign, which aims to double its service network to 1,000 centres by December. This campaign also includes a quick-service guarantee and innovative AI-led proactive maintenance and diagnostics for its customers.
The company’s challenges have attracted media attention and even sparked a social media feud between Ola founder Bhavish Aggarwal and stand-up comedian Kunal Kamra, highlighting concerns about the service quality of Ola’s electric scooters.
As Ola Electric navigates these turbulent times, its focus on expanding service capabilities and improving customer satisfaction will be crucial for regaining consumer trust and stabilizing its market position.
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