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Even the service centre couldn't fix the panel gaps on my Ola S1 Pro

24th June 2024, 13:13 by Utkarsh Chaudhary

The fact that Ola Electric tried to rectify the problem based on customer feedback is welcome but the issue still remains unresolved.

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Since my last update on 27th April 2024, a lot has happened. I will list out the events below:

On 29th April 2024, a service technician from Ola visited my home to get the panel gaps fixed, although he tried his best, he couldn't resolve most of the issues except one, under the touchscreen display.

Then on 15th May 2024, I received multiple calls from top-level Ola Executives from Bangalore including from the Backend team, CRM Head and so on, the Backend team helped me resolve most of the software issues regarding "Scooter Issue, Please restart the Scooter" when reversing, the issue of Hill Hold Control not working most of the times, especially when travelling with pillion, the Proximity Unlock had become better just for a couple of days, but considering it is still in Beta, I guess glitches are expected.

The same day, the CRM and Service team offered to fix all the panel gaps on my scooter if I brought it into service at the next available date. Soon after an executive from Ola Peramangalam called and booked me an appointment on 19th May 2024, he assured me all the panel gaps would be fixed by completely removing all panels and refitting them and the same would be fixed in 4 hours if I were to bring in the scooter by 10:30 am.

I obliged but was not sure how this would be fixed, but still with hope that the issue would be fixed, I dropped off my scooter for service at around 10:10 am, I called the executive who booked my appointment before dropping the scooter off, he was on leave but assured the work would be done. The service centre personnel entered my details in the register and I left my scooter with them hoping for delivery in 4 to 5 hours (by 3 pm at least).

So at around 3 pm, I called the service centre personnel to enquire about the status of my scooter, I was told they tried refitting the panels but the gaps just wouldn't go away. So they are going to try refitting different panels to see whether it is an issue with the panels on my scooter or any issue with the scooter itself. I said fine and asked them to let me know once the work was done. But with no calls or updates from their side on the issue, I decided to go to the service centre to see the work they had done around 5:15 pm.

When I entered the service centre, I found that they had refitted my original panels back again. So I am not sure if they tried refitting other panels. nonetheless, they said the work has been done, and I think considering the time taken they have tried refitting other panels and decided to refit my original panels back again as the issue couldn't be rectified, moreover, they say that they had done so to no avail, so I believe them and they have tried their best on the job, but still, all of the panels gaps remain, especially the one over the left side speaker which is not seen on any other OLA scooter.

When questioned on this all the service centre personnel agreed that it was a manufacturing defect and it is not one seen in any other scooter, the other panel gaps were however visible in a few other scooters as well but not all of them. Anyway, after an entire day of mine lost on this panel gap issue, I had no choice but to come back home without any progress and with the same panel gaps as before. The only thing they were able to slightly improve on was the extent of the gap above the front speaker, the gap has reduced by the slightest of margins but the gap still exists and they agree that it is an issue specific to my scooter only.

So, I have to say that the service centre personnel tried and did their part, but when a scooter has been manufactured with inherent physical defects, what can they do to rectify the same, it is for the company to fix these inherent panel gaps, from the factory side before despatch to the experience centres, with proper Quality Control which I can see Ola is not doing at all.

To conclude, I can just say that I am left with a product with an inherent defect whereby panel gaps just can't be rectified, whereas many others are lucky enough to get ones with none while some with just a couple or less. The fact that Ola tried to rectify the issue based on customer feedback is welcome but the issue remains unresolved still. Moreover, I have to say the service centre experience has improved since the last time I visited in March and the number of scooters waiting for service has reduced to a dozen or so unlike the last time when I could count over 30. The attitude of the staff was welcoming as well.

So, all I have to say is Ola's practice of registering scooters before sending them to the Experience centres where we do not get an option of a PDI, and have no choice but to accept the scooter as it is already registered in our name has left many with scooters with inherent defects, huge panel gaps and issues, I am one of the many with such an inherent issue where panel gaps can't be rectified, and I am sad to say that I am stuck with such a scooter.

The glaring panel gaps are an eyesore and you always get the feeling you are having a substandard product with low standards of Quality Control, it is evident that this is the case as many other scooters also have abnormal panel gaps but none have the one above the left speaker which I have, such is the product I have received where I have abnormal panel gaps which no one else has and it hurts me to say that I regret and feel sad to have bought a scooter with such inherent Quality and panel gap issues, one among those which no other scooter has.

I understand that those in Ola have taken note of the issue, but taking note just doesn't solve the problem. The fact that I obeyed your instructions to send the scooter to the service centre to rectify the defect wasting a whole Sunday with nothing to show for it and the panel gaps remaining an eyesore just like they used to is a testament to the fact that this is not an issue which can be resolved the service centre team and needs something else to be done.

And finally, a word to all potential Ola customers, if you are concerned with the aesthetics of a product like me and would like your scooter to be devoid of panel gaps or at least expect it to be even panels gaps with properly fit panels, please don't go for any Ola product, it is evident they haven't exercised any Quality Control in respect of this matter and there is a limit to what the service centre staff can do to rectify the same, and the fact remains that most of those defects and panel gaps will most likely remain even after you send your scooter to the service centre for rectifying them and you may have to live with these defective products for as long as you own them.

If there is anything that Ola can do on this matter, they should try to proactively address the same and do it as soon as possible or it is the confidence of customers that is getting lost in your poor quality control practices, you may sell 1000 or 2000 scooters a day, but when you sell scooters with these defects, it won't be long before the market understands that there are better alternatives to choose from and moves on.

I sincerely hope that OLA rectifies this matter at the earliest, as in my opinion, this remains a major issue with Ola scooters which otherwise remain a well-rounded option in the fiercely competitive 2-wheeler EV segment.

Hoping for the best.

I have attached a few pictures of the body panels after the refitting just for your reference.

Front panel gap above the tyre (same as before, no change at all)

You can see there are no panel gaps towards the right but keeps on increasing towards the left. Moreover, the panel is a bit inward and not aligned with the other panels properly on the same level (same as earlier, no change at all)

A paint defect which obviously can't be rectified by Panel refitting (same as earlier, no change at all)

The panel gap above the speaker, one which no one else has (remains the same as before). The picture was taken in poor light, so it is not as clear as the earlier one but the issue remains unchanged.