Consumer Court Rules Against Ola Electric
A Kerala consumer court has ordered Ola Electric to refund the cost of a faulty electric scooter and pay compensation after its owner was forced to travel nearly 100 km to get the vehicle repaired.
The District Consumer Disputes Redressal Commission in Kasaragod found Ola Electric guilty of deficiency in service and unfair trade practice after the scooter developed repeated problems during the warranty period.
The commission ordered a refund of ₹1.3 lakhalong with ₹25,000 compensation and litigation costs, taking the total relief to around ₹1.6 lakh.
Scooter Developed Repeated Faults
The customer had purchased an Ola S1 Pro Gen 2 electric scooter on May 22, 2023, for around ₹1.3 lakh.
He had paid a down payment of ₹71,259 and financed the remaining amount through a bank loan. The scooter came with a 40,000-km warranty, while the customer also purchased an extended warranty for ₹8,000 that provided coverage up to 80,000 km or eight years.
However, the scooter could reportedly be used for only a few months before developing problems.
Rear Shock Absorber Failed
The major issue arose when the scooter’s rear shock absorber became faulty.
The customer approached the nearest service centre in Payyannur, but was reportedly told that the problem could not be repaired there.
He was consequently forced to take the scooter to an Ola showroom in Mangaluru, nearly 100 km away.
The consumer commission noted that requiring customers to travel such a distance for warranty service was costly and time-consuming.
Battery Problem Added To The Trouble
The scooter later developed another issue, with its battery reportedly shutting down automatically once its charge fell below a certain level.
The rear shock absorber also became faulty again.
The customer claimed that the repeated problems caused financial losses and mental stress. He also said he had to purchase another vehicle because of the difficulties caused by the faulty scooter and his job requirements.
He estimated his overall losses at around ₹2.5 lakh.
Ola Electric Did Not Contest The Case
The Kasaragod Ola outlet had closed, and a notice sent to the outlet was returned.
Ola Electric Mobility Limited, based in Bengaluru, was served notice but did not file its version before the commission. The case therefore proceeded without the company’s defence being placed on record.
The commission ultimately ruled in favour of the consumer.
Warranty Terms Also Questioned
The consumer commission also examined the terms of the extended battery warranty.
It noted that the warranty document gave the company the right to change its terms and conditions at any time. The commission considered this provision an unfair trade practice and contrary to consumer rights.
The ruling therefore addressed not only the defective scooter and inadequate service but also the fairness of the warranty conditions offered to the customer.
Ola Ordered To Refund ₹1.3 Lakh
The commission directed Ola Electric Mobility Limited and the Kasaragod outlet to refund ₹1.3 lakh to the customer.
It also awarded ₹25,000 as compensation after considering the defects, inadequate warranty service and the hardship suffered by the complainant.
The case highlights the importance of accessible after-sales service for electric vehicle owners, particularly when vehicles are still under warranty.
Summary
A Kerala consumer commission has ordered Ola Electric to refund ₹1.3 lakh and pay ₹25,000 compensation after a customer’s electric scooter developed repeated faults during the warranty period. The owner was forced to travel nearly 100 km to another service centre after the nearest outlet could not repair the scooter. The commission found deficiency in service and unfair trade practice, with the total relief reaching around ₹1.6 lakh.
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