Ola’s founder and CEO Bhavish Aggarwal recently had a contentious exchange with comedian Kunal Kamra on X (formerly Twitter) regarding the service issues surrounding Ola Electric’s S1 series scooters. The intense discussion started when Kamra posted a photo of an Ola dealership, displaying a large number of Ola scooters parked outside and gathering dust.
Kamra captioned the image, “Do Indian consumers have a voice? Do they deserve this?” He emphasized that “two-wheelers are essential for many daily wage workers,” underscoring the dependence of numerous gig workers on scooters for their income.
Kamra didn’t stop there; he tagged the Minister of Road Transport and Highways, Nitin Gadkari, questioning, “Is this how Indians will transition to using EVs?” He also included the Department of Consumer Affairs in his post, seeking their response, “Any word?” Additionally, Kamra encouraged those who faced issues with Ola Electric to share their experiences in the comments.
Aggarwal’s Response and Public Reaction
In a direct reply to Kamra, Bhavish Aggarwal accused him of posting a “paid tweet.” He remarked, “Since you’re so concerned, @kunalkamra88, come and lend us a hand! I’ll even pay you more than what you made from this paid tweet or from your unsuccessful comedy career.” He further added, “Otherwise, keep quiet and allow us to concentrate on resolving the issues for our genuine customers.” Defending his position, Aggarwal asserted, “We’re rapidly expanding our service network, and the backlogs will be cleared shortly.”
Aggarwal’s response drew considerable attention, amassing over 170,000 views, and sparked controversy in the comments section. Many users criticized his tone, describing it as “arrogant.” One commenter stated, “Focus on customer service, accept feedback positively, and work on enhancing your product if you wish to remain competitive in the long run.”
Another user pointed out the challenges faced by middle-class consumers, saying, “Imagine a middle-class individual saving 3-4 months of salary to purchase an OLA, only to encounter issues within the first week, leaving it at your service center for days.”
This exchange not only emphasizes the service issues that Ola Electric is experiencing but also highlights broader challenges within the electric vehicle (EV) industry concerning customer satisfaction and corporate accountability. As more consumers opt for electric scooters, companies like Ola need to prioritize effective communication and responsive service to uphold trust and loyalty among their customers.
This incident serves as an important reminder of the necessity to promptly address consumer concerns, especially in a fast-evolving market. As the demand for electric vehicles increases, companies must adjust to customer expectations and guarantee they provide reliable service and support to sustain their competitive edge in the industry.