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Ola Electric Partners with EY India to Tackle After-Sales Challenges Amid Customer Complaints!

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Ola Electric has teamed up with EY India for a “service transformation” project aimed at improving after-sales services and addressing rising customer complaints. This initiative seeks to enhance spare parts management, improve customer support, and strengthen service operations in underserved regions.

Service Challenges and EY’s Role in the Transformation

Approximately 12 EY executives are working closely with Ola Electric on this three-month project, which could be extended based on its success. The focus is on resolving supply chain issues, ensuring spare parts availability, and optimizing business processes.

An insider shared insights, stating:

“EY is aiding Ola in refining business processes, ensuring spare parts availability, and expanding services in underserved regions.”

One of the major issues highlighted is a shortage of spare parts and trained personnel in Ola’s service centers. CEO Bhavish Aggarwal is personally overseeing the initiative as the company faces growing pressure from rising customer grievances and deteriorating service quality.

Customer Complaints and Regulatory Scrutiny

Customer complaints have reached alarming levels, with 80,000 complaints per month being reported. Additionally, several images have surfaced online showing piles of scooters accumulating at service centers, further damaging Ola Electric’s reputation.

In response to unresolved complaints, the Central Consumer Protection Authority (CCPA) issued a show-cause notice to Ola Electric, citing alleged consumer rights violations. Reports indicate that over 10,000 complaints remain pending, adding to the company’s operational challenges.

Service Delays and Customer Frustration

Customers have expressed significant dissatisfaction with service delays. Many report waiting 30 to 45 days for repairs, even after subscribing to Ola Care Plus, a paid service that offers home pick-up and drop-off. Complaints range from minor issues like sensor failures to major problems affecting battery performance.

Akhilesh Dabharde from Nagpur shared his experience:

“For two to three months, my scooter was lying at the service center. I sent them countless emails, calls, and messages.”

The situation has escalated to the point where some frustrated customers have resorted to extreme measures, including setting fire to an Ola Electric showroom due to dissatisfaction with service quality.

Expansion Plans Amidst Challenges

To address these concerns, Ola Electric plans to expand its service network from 400 to 1,000 centers by the end of the year. However, industry experts warn that merely increasing the number of service centers may not resolve the underlying issues. They suggest that Ola should focus on improving the quality and efficiency of its existing service network to restore customer trust.

GST Invoicing Feature for Business Customers

In addition to tackling after-sales challenges, Ola Electric has introduced a GST invoicing feature targeted at businesses making high-value purchases. This update allows companies to add their GSTIN (Goods and Services Tax Identification Number) during checkout and claim input credits of up to 28% on eligible products such as electronics.

How the GST Invoicing Feature Works:

  1. Add GSTIN: During checkout, customers can select the “Add GSTIN” option within the Ola Electric app.
  2. Generate Invoice: Once the GSTIN is added, a GST-compliant invoice is automatically generated.
  3. Claim Input Credit: Businesses can use the invoice to claim input credits of up to 28%, depending on the product category.

Dhindsa emphasized the importance of this feature for businesses, especially those making bulk or high-value purchases, by helping them reduce costs through tax credits.

Ola Responds to Drop in Share Value and Discount Controversy

Amid these challenges, Ola Electric Mobility Limited also addressed concerns over a 3% drop in share value, which was reportedly caused by confusion around discounts on the Ola S1 X 2KWh electric scooter. The company clarified that no official price change has been implemented but that a festive promotional campaign is offering temporary discounts.

Clarification on Festive Discounts:

  • A ₹5,000 general discount is available to all customers purchasing the Ola S1 X 2KWh scooter.
  • An additional ₹25,000 discount is being offered to a select group of customers but applies only to limited inventory.

The confusion intensified when the Automotive Research Association of India (ARAI) raised questions about the scooter’s selling price, following reports that it was being offered for ₹49,999. Ola Electric responded to ARAI on October 8, 2024, confirming that the official price remains unchanged.

Conclusion

With mounting customer dissatisfaction and regulatory scrutiny, Ola Electric’s collaboration with EY India is seen as a critical step toward improving after-sales operations. As the company works diligently to rebuild its reputation while balancing festive promotions designed to attract new buyers, its ability to address these challenges efficiently will be crucial for sustaining growth and maintaining customer loyalty in the competitive electric mobility market.

 

As Ola Electric navigates these operational hurdles and expands its services while enhancing customer satisfaction initiatives, it remains poised for potential recovery and growth in an increasingly competitive landscape.

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Setu Builds Fintech Powerhouse Leadership Team as Pine Labs IPO Nears

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Pine Labs

Setu, the API infrastructure platform and subsidiary of Pine Labs, has significantly strengthened its leadership by appointing Prashanth Nimmagada (ex-Razorpay) as Chief Technology Officer, signaling its commitment to innovation in India’s dynamic fintech landscape. Alongside Nimmagada, Setu has welcomed other top industry talent: Vijeth Pandit (ex-Razorpay) as Chief Product Officer, Ramkumar Thirumurthi (ex-Razorpay, co-founder Actyv.ai) as Chief Revenue Officer, Nikhil Ratanpal (ex-PhonePe) as Director of Product Development, and Santosh Subramanian (ex-Yes Bank, Wibmo) as Head of Finance. These high-profile hires accompany Anand Raisinghani’s (ex-SAP India) appointment as CEO, underscoring Setu’s focus on building a strong, experienced leadership bench to drive future growth.

Setu specializes in providing API-based digital financial infrastructure for services such as UPI, bill payments, KYC, and digital signatures, while also operating as an RBI-licensed NBFC Account Aggregator. With this expanded leadership team—drawn from India’s leading fintechs—Setu is well-positioned to accelerate the development of scalable, API-driven financial solutions for banks, fintechs, and enterprises. The influx of expertise from Razorpay and PhonePe veterans will bolster Setu’s technical capabilities and strategic partnerships, ensuring it remains a key enabler in India’s rapidly maturing digital public infrastructure ecosystem.

This leadership overhaul comes as parent company Pine Labs prepares for a major IPO, aiming to raise ₹2,600 crore through a fresh share issue after turning profitable in FY25. Setu’s enhanced leadership reinforces the broader group’s ambitions for international expansion, technological innovation, and financial performance. As Setu solidifies its role at the forefront of India’s fintech evolution, the company is poised to deliver advanced financial infrastructure solutions that support the country’s growing digital economy and drive Pine Labs’ strategic momentum.

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Sundar Pichai Reaches Billionaire Milestone as Alphabet CEO

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Sundar Pichai, the visionary CEO of Alphabet Inc., has officially entered the ranks of global billionaires, accomplishing this rare feat after a decade at the helm of one of the world’s most influential tech giants. Pichai’s net worth hit $1.1 billion—according to the Bloomberg Billionaires Index—fueled by Alphabet’s incredible market performance and the company’s growth of more than $1 trillion in value since early 2023. Achieving billionaire status without being a founding member sets Pichai apart, highlighting his significant impact among non-founder tech leaders.

Born in Tamil Nadu, India, Pichai’s success story is rooted in humble beginnings. He spent his childhood in a modest two-room apartment, only gaining access to a telephone at age 12. A scholarship took him to Stanford University in 1993, with his family making great sacrifices for his education. After joining Google in 2004, Pichai played a pivotal role in the development of Chrome and rose steadily, ultimately becoming CEO in 2015. His leadership through Alphabet’s restructuring and his stewardship over high-growth areas like YouTube, Google Cloud, and Google Play have been critical to the company’s success.

During his tenure, Pichai has championed aggressive investments in artificial intelligence and cloud infrastructure, positioning Alphabet at the forefront of technological innovation. While his annual salary sits at $2 million, the majority of his fortune stems from stock awards and financial incentives tied to performance. Pichai’s journey exemplifies the rise from modest beginnings to extraordinary success, serving as an inspiration and proving that transformative leadership and strategic vision can redefine what’s possible—even without a founder’s equity stake.

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IIT Hyderabad Unveils Palyanka, Heavy-Lift Drone for Air Ambulance Use

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Hyderabad - Drone

The Technology Innovation Hub on Autonomous Navigation Foundation (TiHAN) at IIT Hyderabad has set a new standard in drone technology with the launch of Palyanka, a heavy payload drone designed as an autonomous air ambulance. Capable of carrying up to 200 kg, Palyanka is engineered to swiftly transport patients, medical equipment, or critical cargo across challenging terrains, bypassing traditional barriers like road congestion and remote inaccessibility. This advanced UAV operates autonomously, making it highly effective for rapid response in both urban and rural emergencies, and stands at the forefront of disaster relief operations in scenarios such as floods and fires.

Built for versatility, Palyanka doesn’t just function as an air ambulance. Its robust design enables use in rescue missions, cargo deliveries, and even as an air taxi for metropolitan connectivity. Inspired by the Sanskrit word for palanquin, the name “Palyanka” reflects the drone’s role as a safe and efficient carrier. All components, from conceptual design to IP, have been developed in-house at IIT Hyderabad, ensuring the drone meets stringent standards for durability and performance under extreme conditions.

With a development journey spanning over five years and led by Prof. P. Rajalakshmi, TiHAN’s team has transitioned from early drone prototypes to a full-scale, high-capacity solution like Palyanka. The team is now preparing pilot projects in hilly terrains and working on further enhancing the drone’s endurance with innovative heat-resistant materials. By pioneering such indigenous solutions, IIT Hyderabad’s TiHAN is transforming emergency medical services and logistics, marking a pivotal advancement in India’s urban mobility and public safety landscape.

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