No free repair: Lawyer sues e-scooter firm, wins Rs 25,000 in damages
The commission has pulled up Ola Electric Technologies Pvt Ltd and ordered compensation, including litigation costs.
The story began on June 10, 2024, when a Bengaluru lawyer purchased an Ola S1X electric scooter. The vehicle was delivered on June 14, 2024, with a three-year warranty, covering all parts except consumables such as oil, paint, and brakes. However, within a year of use, the rear wheel rim was found bent, the tyre leaked air, and the front left brake stopped functioning — problems the resident alleged were due to poor material quality.
On March 13, 2025, the buyer approached the Ola service centre to have the defects fixed under warranty. A technician named Santosh promised it would be resolved within a day.
But on March 14, the technician informed the buyer that the scooter was handed over to a mechanic outside the Ola network and asked him to transfer money to a personal bank account for repairs. The buyer was shocked when told that the scooter wouldn't be returned unless he paid.
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Stunned by the demand, the buyer wrote to Ola's customer service, attaching pictures and a detailed complaint. But there was no response. When he visited the service centre on March 15, he found the scooter parked with its rear wheel removed. Even after more follow-up emails on March 17, Ola didn't act.
With no way around, the complainant on March 18 transferred Rs 1,400 to a mobile number provided by the technician and was later made to pay Rs 235 more as labour charges — a total of Rs 1,635 — just to retrieve the scooter.
WhatsApp messages and photos submitted as evidence showed the repairs were carried out by an unauthorised third-party mechanic. The buyer argued this was a violation of Ola's warranty clause that repairs done by non-Ola-certified personnel are not permitted.
He later received a bill on WhatsApp, which showed the scooter was repaired outside the Ola service network. The lawyer stated in his affidavit that he paid under protest to retrieve his vehicle and sent a legal notice to Ola on March 20, 2025, but in vain.
Frustrated, the lawyer filed a consumer complaint on April 7, 2025, alleging service deficiency.
The company did not appear before the commission despite receiving notice, nor did it file any written version of its defence. After going through all the proof, the commission said Ola failed to provide free repair during the warranty period, made illegal monetary demands, and caused mental, emotional, and financial distress.
The commission noted: "Even though the complainant is a lawyer and knows his rights, he was compelled to pay for repairs unlawfully. If this is the treatment given to a legal professional, what would be the fate of a common consumer?" The commission has directed Ola to immediately discontinue such unfair trade practices.
The commission on July 15 ordered the company to refund Rs 1,635 with 6% annual interest from the date of payment, apart from paying Rs 20,000 for mental harassment and Rs 5,000 as litigation costs.
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