Ola Electric Scooters Face Service Deficiencies: Consumer Complaint Result in Replacement Order

Thane Consumer Commission Orders Ola Electric to Replace Defective Scooter or Issue Refund​

Ola Electric Found Guilty of Deficiency in Service​

The District Consumer Disputes Redressal Commission in Thane has directed Ola Electric Technologies to replace a defective electric scooter or provide a full refund, citing “gross deficiency” in customer service and “unfair trade practices.”

The commission observed that the vehicle suffered from multiple defects and that the company failed to address the issues despite repeated complaints.

Case Filed by Navi Mumbai-Based Lawyer​

The complaint was filed by a lawyer from Navi Mumbai, who purchased the electric scooter in July 2024 for Rs 96,997.

According to the complainant, the scooter began malfunctioning within days of delivery, raising serious concerns about product quality and safety.

Repeated Technical Failures Reported​

The consumer reported several issues with the scooter, including:

• Acceleration problems during initial rides
• Multiple breakdowns in traffic
• Sudden battery drain

In one incident on August 29, 2024, the battery level reportedly dropped from 21% to 3% within just 500 meters, causing the vehicle to stop abruptly and posing a potential safety risk.

Lack of Customer Support and Communication​

The commission highlighted a pattern of negligence by Ola Electric in handling the complaint:

• No response to repeated emails and WhatsApp messages
• Delayed action until the issue was raised on social media platform X
• Failure to properly update the service status

Even after the scooter was picked up for repairs, it was not promptly reported to the designated service garage, according to the complainant’s insurance provider.

Vehicle Returned in Poor Condition​

When the scooter was eventually returned months later, it was found to be in poor condition, with visible scratches and lack of cleanliness. The commission noted that the delivery occurred during the ongoing legal proceedings, suggesting an attempt to cover up negligence.

Commission’s Verdict: Replacement or Full Refund​

The consumer commission ruled that the recurring defects from the first ride indicated that the vehicle was inherently faulty. It ordered:

• Replacement of the scooter with a new unit of the same specifications
  OR
• Full refund of Rs 96,997 with 6% annual interest

Additionally, the company must pay:

• Rs 20,000 for mental agony and hardship
• Rs 15,000 towards litigation expenses

Ex Parte Decision Due to Non-Appearance​

The case was decided ex parte after Ola Electric failed to appear before the commission or submit a written response.

Conclusion: Strong Message on Consumer Rights​

This ruling reinforces the importance of accountability in the electric vehicle sector and highlights the legal protections available to consumers against defective products and poor service.