Ola Electric Revamps After-Sales Service Model, To Offer One-Day Service Guarantee

Under fire for poor after-sales service, electric vehicle (EV) major Ola Electric announced the launch of “HyperService” to offer “one-day resolution” of service-related issues.

The service will be rolled out starting October 10 in a phased manner. Ola Electric founder and CEO Bhavish Aggarwal announced the new offering in a post on X on Friday (September 27). 

He said that the company will offer “quick service guarantee” and provide a backup S1 scooter to users if issues are not addressed within a day. 

“Launching HyperService today for OlaElectric customers!… We have close to 800 stores but only about 500 service centres… With #HyperService we’re expanding our network and building the best in class ownership experience with on-demand and AI (artificial intelligence) powered service,” said Aggarwal.

The EV major also plans to double the number of company-owned service centres to 1,000 from 500 currently. In addition, Aggarwal also said that the listed EV maker will train 1 Lakh third-party mechanics under its “Network Partner Program”. 

“Training 1,00,000 third-party mechanics under our Network Partner Program to make every mechanic in India EV-ready by Dec 2025,” read the post. 

Ola Electric plans to leverage artificial intelligence (AI) to offer “proactive maintenance and remote diagnostics” tools for its customers. The new offerings will enable the company to “detect issues even before they arise” in Ola Electric escooters. 

Aggarwal said that the new features would be rolled out with its upcoming “MoveOS 5” scooter operating system 5 in October. 

This comes just a day after the listed EV giant said that it will set up 10,000 sales and service outlets by the end of 2025 to expand into smaller cities and towns. Aggarwal then also said that the company has already onboarded 625 partners under its “D2C model” and will rope in 1,000 partners ahead of the festive season this year.

Earlier in the day, the company’s S1 X 2kWh model received the “Certification for Compliance” for the availing sops under the production-linked-incentive (PLI) scheme of automobile and auto components. 

Meanwhile, Ola Electric has revamped its servicing model at a time when users continue to raise complaints online about a slew of after-sales issues with its escooters. 

Such has been the clamour that a 26-year-old-man was arrested for allegedly setting an Ola Electric showroom on fire in Karnataka’s Kalaburagi area over “unsatisfactory” service.

This comes more than a month after the EV major listed on the bourses in August this year. The company made a flat debut at INR 75.99 per share on the BSE as against the issue price of INR 76. However, the stock surged post that to an all-time high of INR 157.53.

Last month, Goldman Sachs initiated coverage on Ola Electric with a ‘BUY’ rating, saying that the startup is well placed to benefit from long-term structural trends in India’s electric two-wheeler market.

On the financial front, Ola Electric’s consolidated net loss widened 30% to INR 347 Cr in the first quarter (Q1) of the financial year 2024-25 (FY25) from INR 267 Cr in the year-ago quarter. Operating revenue jumped 32% year-on-year (YoY) to INR 1,644 Cr during the quarter under review.

Shares of the company ended today’s trading session 1.26% lower at INR 102.20 on the BSE.

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