Why an Ola S1 owner decides to approach the Consumer Redressal Forum

After going through all this, I will never recommend an Ola electric scooter to anyone.

BHPian sujinjoses recently shared this with other enthusiasts.

I took delivery of my Ola S1 in Sep 2022. Driven it for 32K km so far. Due to many issues, it was at the service centers for more than 70 days in multiple instances. I am an active CarePlus plan subscriber with which they offered free pickup/drop, Home Service, consumable parts replacement, etc. But the fact is, there won't be any slots available for a home service or for a service at the service centres.

Since February 2023, I have been facing a motor noise issue (from 13k km on the odo). Raised the tickets multiple times, but they kept on closing the tickets, saying they were not getting any telematics messages regarding the motor issue. The technician confirmed that the noise comes from the motor bearing and the sound won't go without a motor replacement since they cannot service the motor.

Last time, I got a ticket (# 02661257) on 19th April after a social media war. I went to the service centre on 19th April and they informed me that they are busy with other work and since my vehicle is in a drivable condition. Two mechanics did a test drive and they heard the noise. Then they asked me to bring it on next week and closed the ticket on the same day!

I handed over my scooter to a service centre on 24 April as discussed with the service manager and again did a test drive and listened to the noise, but they didn't create a job card. Again after a lot of social media posts, they created a ticket (# 03149874) to a service centre in the Kollam district which was around 80 kms away from my residence, and the vehicle was with the previous service centre in Thiruvananthapuram District!

During this time, I regularly visited the Service Centre to know the status. But no progress was found other than a rear brake pad change. On every visit, they keep on saying that the video proof of the noise is to be taken and the vehicle should be in their custody till completing the repair works. So I decided to wait till I got a resolution.

My vehicle was parked on the side of the National highway covered with dust and bird droppings. I kept an eye on my scooter's ride journal to see the vehicle usage. On 9th May, I found a midnight drive of 4 Kms with a top speed of 80 km/hr and a ride back to the service centre at 10 am. Again saw two more drives on 10th May and enquired about the same to the service manager. He sent me a fantastic reply stating "I'm on leave. Just go and ask someone."

I went to the service centre again on 11th May and they repeated the same dialogue that they need the vehicle in their custody for a few more days to collect the video proof. I told them that my vehicle was being abused for their daily commute and I insisted on taking the video proof on the same day. I told them that I needed my vehicle back on the same day and that I wouldn't leave their premises if they didn't take the video proof on the same day.

After a long wait of 2 hours, one mechanic came and again asked me to drive the scooter and he shot the video proof and then released my scooter without closing my ticket. They told me that they would update the status through a phone call, but nothing happened yet. I kept on updating the events to the support email provided, but no replies were received. I will never recommend an Ola scooter due to its pathetic after-sales support.

Fortunately, I was able to capture the videos of every conversation and decided to approach the Consumer Redressal Forum with all the proof.

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