Ola Electric Enlists EY India to Overhaul Customer Service Amid Criticism

Ola Electric's Customer Service Challenges

Shares of Ola Electric experienced volatility following reports that the company has engaged EY India to address ongoing criticism regarding its customer service and delivery commitments.

What Happened

Faced with scrutiny over customer service issues, Ola Electric has turned to EY India for guidance, as reported by The Economic Times. A team of nearly a dozen EY executives has joined the electric two-wheeler manufacturer for a three-month project, with the potential for extension based on outcomes.

EY is expected to assist in various service-related aspects of the business, including streamlining processes and managing the stocking and inventory of spare parts. This move comes after a September report indicated that Ola Electric received 80,000 complaints in just one month.

Recent Controversies

Earlier this month, Ola's CEO Bhavish Aggarwal found himself in a public spat with comedian Kunal Kamra on social media, where Kamra highlighted the increasing complaints by sharing images of scooters abandoned outside service centers. Aggarwal's response included an offer to pay Kamra more than he earned from his comedy career if he could help resolve the issues, suggesting that Kamra was being paid to target the company.

In a further twist, the company received a showcase notice from the Central Consumer Protection Authority for allegedly violating consumer rights and engaging in misleading advertisements.

Future Plans

In response to the criticism, Ola Electric has announced plans to increase the number of its service centers from 400 to 1,000 by the end of this year, although some sources suggest that improving the quality of existing centers should be prioritized.

Price Action

As of Wednesday morning, Ola Electric's shares were down 0.01% to ₹89.50.