The recent Twitter spat between Ola CEO Bhavish Aggarwal and comedian Kunal Kamra brought attention to customer dissatisfaction regarding Ola’s electric scooters and its service centers. The incident began when Kamra, known for his candid and often politically charged commentary, took to X (formerly Twitter) to share an image of a large number of Ola electric scooters parked at a service center. He questioned the quality of service Ola provides, emphasizing how this impacts daily wage workers who rely on two-wheelers for their livelihood.
Since you care so much @kunalkamra88, come and help us out! I’ll even pay more than you earned for this paid tweet or from your failed comedy career.
Or else sit quiet and let us focus on fixing the issues for the real customers. We’re expanding service network fast and backlogs… https://t.co/ZQ4nmqjx5q
— Bhavish Aggarwal (@bhash) October 6, 2024
Kamra’s tweet struck a nerve with Indian consumers, especially those who have faced similar service-related issues with their Ola scooters. In his post, Kamra expressed concerns about whether Indian consumers “deserve this” kind of service, urging others to share their own experiences with Ola Electric and tag the company. His comments pointed to the widespread frustration among Ola customers over delays, service inefficiencies, and overall dissatisfaction with how their concerns are handled.
A flood of replies followed Kamra’s post, with some users echoing his sentiments, calling Ola’s service “pathetic” and claiming they’ve had similar negative experiences. Kamra further amplified this by responding to a user’s criticism, highlighting that the company’s leadership appeared to lack accountability, stating that “the leader has no reply.”
Bhavish Aggarwal, the CEO of Ola, did not remain silent and quickly retaliated. Aggarwal accused Kamra of publishing a “paid tweet,” insinuating that the comedian’s criticism might have been financially motivated. He also invited Kamra to come and assist Ola with resolving the service backlog, sarcastically offering to pay Kamra “more than what he earned for this paid tweet or from his failed comedy career.” The sharp response from Aggarwal added a personal angle to the dispute, targeting Kamra’s professional standing.
Chot lagi? Dard hua? Aaja service center. Bahut kaam hai. I will pay better than your flop shows pay you.
Show your audience how much you truly care and whether you’re only gas and BS. https://t.co/yEvxhoGTvR
— Bhavish Aggarwal (@bhash) October 6, 2024
Aggarwal’s defensive tone also pointed to the pressures faced by Ola in managing rapid expansion while attempting to address customer concerns. He mentioned that Ola was working on expanding its service network and assured that the backlog in repairs and services would soon be resolved. The CEO’s frustration seemed to reflect the broader challenge that many startups face as they grow: managing the scale of operations while ensuring customer satisfaction.
The spat between Kamra and Aggarwal has raised important questions about the relationship between Indian consumers and companies, particularly in the rapidly expanding electric vehicle (EV) sector. Ola Electric, a prominent player in India’s EV market, has experienced tremendous growth, but it has also been plagued with complaints about product quality, service inefficiencies, and long waiting periods for repairs.
This incident also highlights how social media has become a powerful platform for consumers to voice their grievances, sometimes drawing the attention of top executives. Public figures like Kamra, with large followings, can amplify such issues, forcing companies to address them publicly. On the other hand, CEOs like Aggarwal are also increasingly using social media as a tool for communication, both to defend their company and to address critics directly.
In conclusion, the exchange between Bhavish Aggarwal and Kunal Kamra has brought to light the ongoing challenges in Ola Electric’s customer service operations. While Kamra’s criticism reflects a broader issue faced by Ola customers, Aggarwal’s response underscores the tensions that arise when public figures use their platforms to highlight consumer grievances. As India’s EV sector continues to grow, the importance of efficient after-sales service and customer satisfaction will become even more critical for companies like Ola Electric.
