Ola Electric is actively shifting its internal priorities to address widespread service gaps and improve overall customer experience. Following a period of aggressive retail expansion that placed immense strain on its after-sales network, the electric two-wheeler manufacturer is now working to stabilize its daily operations and execute a solid business turnaround. In a move highlighting this renewed focus, Founder Bhavish Aggarwal has personally stepped in to handle customer grievances directly on social media platforms.
Over the past few days, Aggarwal has been visibly replying to individual customers on X, directly addressing specific service-related complaints and promising swift resolutions. These direct interactions indicate a highly hands-on approach from the top leadership as the company pushes hard to improve its service responsiveness and rebuild consumer confidence in the brand.
Resolving Complaints In Real Time
The public interactions reveal specific operational hurdles customers are facing and how the company is attempting to resolve them. In one documented instance, an owner reported that his Ola S1 Air scooter was completely stuck in parking mode, an issue that persisted even after the vehicle had been sent in for routine servicing. Aggarwal responded publicly to the complaint, assuring the owner that the technical issue would be resolved on the exact same day.
In another case, a user highlighted a software bug that prevented him from raising a basic service request through the official Ola Electric smartphone app for a malfunctioning horn. The founder once again intervened directly, promising that the matter would be addressed soon.
This direct intervention strategy appears to be yielding positive results. A customer later posted an update confirming that their specific issue had indeed been resolved, publicly thanking Aggarwal and the dedicated service team for stepping in.
Internal Acknowledgment Of Challenges
These public exchanges signal a massive push by the automaker to strengthen its service reliability, an area that has come under severe scrutiny as product sales rapidly outpaced the physical service infrastructure. This renewed focus on customer engagement was also clearly highlighted in a leaked internal video of Aggarwal addressing his employees earlier this week.
In the video, the founder openly acknowledged the severe operational challenges the electric two-wheeler maker has faced over the last few months. He stressed to the workforce that the company is now officially entering a phase strictly focused on ground-level execution and operational fundamentals.
Aggarwal stated that while the company possesses a strong core product, the immediate priority must be fixing service gaps and improving the customer experience, which will collectively help the brand boost sales and reclaim its top position in the market.
The Hyperservice Initiative Shows Progress
Behind the scenes, the company has been aggressively strengthening its physical service infrastructure as part of a much broader operational reset. The central component of this massive effort is the “Hyperservice” initiative, which is specifically aimed at streamlining the service processes at local hubs, heavily improving technician responsiveness, and drastically reducing the turnaround times for customer vehicles sitting in repair bays.
Initial operational data suggests that this initiative is beginning to show tangible progress. According to the company’s official Q3 FY26 shareholder letter, more than 78 percent of all incoming service requests are now being successfully resolved on the same day they are reported. This reflects a significantly improved efficiency rate across the entire service network compared to the severe backlogs experienced last year.
Also, as part of the ongoing turnaround effort, senior leadership teams are expected to travel extensively across key regional markets. This will allow them to engage directly with frontline service teams and gather real-time operational feedback, ensuring that the ground reality matches the internal service targets.
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