We grew our sales very fast but not our service network, says Bhavish Aggarwal

Ola Electric CEO Bhavish Aggarwal

Ola Electric has successfully cleared the service backlog that once posed a challenge to its rapidly growing customer base, chief executive officer Bhavish Aggarwal has said.

Talking about the company’s efforts to improve after-sales service, Aggarwal said while customer complaints weren’t the root cause, the rapid expansion of sales outpaced the growth of the service network.

“We have completely resolved all the service backlog that we had. It wasn’t a major complaint issue but we didn't expand our service network fast enough. This was a lesson we learnt,” Aggarwal said at Network18's Green Bharat Summit on December 13.

“Automotive customers, especially with new technologies like EVs, may not always need immediate service but they expect to be able to visit a service centre regularly. This is essential to building trust in the product.”

The Central Consumer Protection Authority (CCPA) in November launched an investigation into alleged deficiencies in Ola Electric's services and products, particularly scooters.

As part of the company’s commitment to customer satisfaction and confidence, Ola Electric is ensuring that all new stores are equipped with a service centre from day one, the CEO said. The move aims to eliminate potential service-related concerns early in the customer journey.

“We are making sure that every store has a service centre from day one. This gives customers confidence to buy EVs right from the beginning of their journey,” Aggarwal said. “With no backlog remaining, we are focused on looking to the future, expanding our service network across the country.”