Ola electric Bangalore - Battery issue with Ola electric scooty

Past info: The scooty’s battery had issues on the day of the delivery where it was not charging and was sent back to the service centre because of which the delivery was delayed.

Current situation: My scooty ran out of charge on **rd May **** (few weeks after the initial purchase). After putting the scooty on charge, the scooty charged to *% (according to the app, but didn’t charge beyond that), and the scooty never switched on (The app still shows that the scooty is at *% and charging which is surely not true). Upon contacting the customer support number, I was constantly confused by the executives between getting the scooty towed or getting someone from the team to have a look and try to fix it at the spot. After some calls, I was eventually able to get the customer support person to book a towing request for my scooty, for which I was forced to accept that I will have to pay for the towing. After this, I called the customer support again in a few days, but no details about the pickup were provided. Few days later though, a person from the backend team called me up and convinced me that it would be better to get someone to have a look at the scooty on the spot, rather than get it towed, and upon accepting, the person just cancelled the towing request, and no arrangements were made to send someone to come to my place to have a look at the scooty and potentially fix it. After calling the customer support again, I was told that an appointment had already been booked at the service centre, and I am supposed to take the scooty myself to the service centre on the specified date/time at the specified service centre (none of which I was ever asked to choose). But since the scooty was not turning on, and even the handlebar was locked, I couldn’t even drag the scooty to the service centre. I rebooked the roadside assistance to get the vehicle towed by contacting the customer support, and again no details about the pickup were provided, and again just a date was provided for the appointment with the service centre. After a few days, on **st May, a person called me to tell me that they are on the way to tow the vehicle, but I was not sure if this was a genuine person, as no information from ola was sent to me regarding the pickup. I kept asking the towing person for any document from ola or the pickup details so I can be sure that they are actually designated by ola to tow the vehicle, but the person provided nothing. After talking with the person who came to tow for a while, they eventually made me talk to their senior at the towing service company, and the person sent me the towing details (along with vehicle details), but again no document or any sign of confirmation from ola. In the meanwhile, I contacted customer support again, and they had told me that the person who would come for towing would be from ola, and I could check their ID to confirm if they are actually designated for the pickup, but this was not the case. Being out of options, I eventually allowed them to take the vehicle, as at least the vehicle details were correct, and I was almost certain that no random person could have that information. With all the anxiety, I kept asking the towing service person to send me any legitimate proof of the vehicle reaching the service centre, or any proof of their legitimacy, but again no help. The next day, I called the customer support again, and mentioned my grievance. Some time after the call, I received information about the towing service reaching my place, successful towing, and the vehicle reaching the service centre all together. After waiting for a week after the vehicle was towed, and having heard no information about the service, I contacted the service centre person (who had called me on the day the vehicle reached the service centre to ask what the issue was), but they disconnected my calls, and asked me to contact them through text, to which they didn’t reply either. Having nowhere to go, I contacted the customer support again, and the only thing I heard was that they are escalating the issue, and they can’t provide any timeline about the servicing. They told me that the vehicle is still in the inspection phase. In the meanwhile, the app shows confusing data, which has increased my worries even further. On one screen, it says that the expected repair cost is *, and on another, a random text shows up mentioning an invoice of Rs. *****, but there is no invoice that I can see/download. In the whole process, I had contacted the customer support through email, but never received any helpful information or help from that channel either. I went to the service centre finally after more than * weeks of the vehicle getting towed, only to find out that no one has even started looking into fixing the issue, whereas the customer executive told me before I went today that they have ordered for a new battery already. Further, the service centre person told me that the battery will need replacement, and the company will not cover it as part of the warranty, and a maximum of **-**% of the battery cost (nearly Rs **,***) will be waved off, and the vehicle will take about ** more days to get fixed. Paying an amount somewhere in the vicinity of Rs **,*** for a * month old vehicle that suddenly has complete battery failure because the charge went to *% (that too when the battery is in warranty) is just insanely absurd, that too after such a pathetic service. The service centre person also told me that the battery becomes completely useless if it goes to *% charge, which feels like a huge flaw at their end, and at least someone should have told me about it at the time of the scooty purchase, but no such information was provided. Also, according to the service centre person, I should have received app notifications and sms when the battery charge had become critically low to avoid such a deep discharge issue, but again I received no such sms or app notification.

The service centre person gave me their contact number and mentioned that they will call back on monday with the details, and gave me their contact number (asking me to not try contacting immediately as their phone battery is currently discharged). Upon trying to contact them in the subsequent days, I have realised that they intentionally gave a phone number that's already switched off. I tried contacting the customer support again twice and inquired about this issue. On one of the instances, the customer support executive just stopped responding to the questions without disconnecting the call, and on the other occasion, the executive just disconnected the call midway through my sentence. The customer support email always sends a generic automated reply, with no resolution. There is no-one at ola that I can reach out to regarding the issue, or to register complaints about the poor service/support. Ola is clearly relying on the fact that very less fraction of people would actually reach to higher bodies for help, and till that time they can keep mistreating the customers. I am having to waste a lot of time, energy and money just to get a simple issue fixed, but the support from Ola is just extremely bad. After facing so many deceits from the company, I don't want to use their product at all. Please help me with this matter, and if possible, help me get this scooty returned back to Ola and get me a refund for the same. I am completely convinced that the battery was flawed, as it had issues on the day of the delivery too, and the battery shown on the app is not in sync with the actual charge percentage (The app still shows me that it's *% charged).