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Uber CEO responds to concern that Uber's SF service is decreasing in quality

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Re: Uber CEO responds to concern that Uber's SF service is decreasing in quality

#51

Post by noahdanlic »

dyc wrote: post #16

2 and 8 minutes? Are you serious? Sure you're being promised something and getting something else, but.... At least it's better than being promised that a cab would come in 15 minutes, and then having to wait in the rain for 50 minutes instead.

But is that that really the standard you want to hold yourself to when building a multi-billion dollar company? Being better than waiting for a cab in the rain? Uber is a premium service, and exists because of how bad the incumbent is/was. I commend Travis for holding Uber to a higher standard, and I think it is the role of users/fans to let him know when they fail to meet their standards.

Re: Uber CEO responds to concern that Uber's SF service is decreasing in quality

#52

Post by andrewljohnson »

I had a bad ride to OAK from Berkeley, wrong freeway, no AC, it was a mess. But the Uber app prompted me for feedback, and I got a personal support message and a credit when I complained.

I will Uber again, as it is easily the most convenient way to get to the airport, and I can tell that the software is rigged to continuously improve the company. After a lifetime of cab nightmares, I'll take Uber with double the warts.

Re: Uber CEO responds to concern that Uber's SF service is decreasing in quality

#53

Post by PilateDeGuerre »

smackfu wrote: post #13

That's confusing that he pulled a response to someone else's post into a standalone post, without quoting this Noah person for context. Here's the original complaint: ============================================================ I'm a huge #Uber fan, but the service has been getting really bad lately. Anyone else experiencing these issues? -App shows a car 2 minutes away, and when I reserve, it then says the car is 8…

The complaint about the time going from 2 minutes to 8 minutes and also the car getting further away before getting closer sounds like the Uber drivers are doubling as Lyft drivers or other taxi-like apps. They have every incentive to always have a passenger in the car. It sounds like they are communicating with Uber that they will pick Noah up while they are almost done delivering a passenger from another service.

Re: Uber CEO responds to concern that Uber's SF service is decreasing in quality

#54

Post by michaeldunworth »

droopyEyelids wrote: post #21
pg wrote: post #2

It's a sign of strength in a company when the CEO can talk candidly about problems like this. Every company has problems, most worse than this, but they rarely talk about them except in the blandest, most evasive way. Conspicuous candor.

It was candid, but before I'd call it conspicuous I'd like to see him explain the driver on-boarding process and the level of knowledge it requires of city routes. This especially applies to UberX. I think it'd help everyone adjust their expectations.

OH GOD YES. Seriously. I'm a tourist here. The guy asks me where I'm going. I say "To X please" - They then ask to get my phone out to show him where it's near. While he's looking at his phone plugged in, with GPS. This has happened, easily, 4-5 times. It's fkkd.

Re: Uber CEO responds to concern that Uber's SF service is decreasing in quality

#55

Post by modfodder »

lukasb wrote: post #39
annon wrote: post #19

Perhaps the reason that the quality numbers have been mostly flat is because drivers have been pushing to get 5 star reviews. In case you didn't know, as a customer of uber, the driver gives you a star rating just like you give the driver. A lot of people in SF have figured that out, and a lot of time I'll get an offer of "5 for 5." The drivers are letting you know that if you give them a 5 star rating they will give…

Why they push for five stars: apparently you get fired if your star rating falls below 4.6 or 4.7 (can't remember which.) Source: Uber drivers, so biased, but have you ever seen a driver with a 4.5 rating?

If true, this is horrible. I give 4 stars for an average trip that gets me there on time, with little to no grief. I only give 5 stars if the driver was exceptionally nice, funny, helpful or there was something outstanding with the trip. 5 stars shouldn't be the de facto rating for an average trip.

Re: Uber CEO responds to concern that Uber's SF service is decreasing in quality

#56

Post by [deleted] »

smokey_the_bear wrote: post #29

We started using Uber this year to get to the airport. Though we are happy with the price, and very happy with the ease of scheduling, every single ride has made me uncomfortable with the safety and comfort of the service. Over four rides to the airport this year, these things have happened: 1) Three of the times the drivers claimed the AC wasn't working, and we had to drive on the interstate with the windows down. 2…

[deleted]

Re: Uber CEO responds to concern that Uber's SF service is decreasing in quality

#57

Post by michaelt »

_delirium wrote: post #45
1qaz2wsx3edc wrote: post #38

Earlier quoted context omitted.

This is the problem with Uber. Most drivers, don't give two shits about the job. And it's hard to blame most of them if you understand the dispatcher-model they generally work under. It's very cut-throat and has high pressures. While this isn't an excuse on Uber's part, I think it's where Uber can step in and improve things. Originally Uber's goal was too make Taxi's an app. They've succeeded with that. Now they need…

Uber claims [1] they have a " series of rigorous screening tests, including a background check, an in-person screening, a city knowledge exam, and other ongoing quality controls ". If true, that would seem to address your point about screening driver quality. But a number of people are reporting drivers who don't really know their way around the city, which suggests (if those reports are true) that the city-knowledge…

Even if you have a perfect city knowledge exam, how do you ensure the guy driving the car is the guy who passed the exam?

Re: Uber CEO responds to concern that Uber's SF service is decreasing in quality

#58

Post by chrischen »

smokey_the_bear wrote: post #29

We started using Uber this year to get to the airport. Though we are happy with the price, and very happy with the ease of scheduling, every single ride has made me uncomfortable with the safety and comfort of the service. Over four rides to the airport this year, these things have happened: 1) Three of the times the drivers claimed the AC wasn't working, and we had to drive on the interstate with the windows down. 2…

Which type of Uber did you use? Uber Taxi, Uber X, or the black cars?

If you called Uber Taxi, I believe the taxi drivers are paid less than if you were to call a normal taxi.

With UberXs and the black cars, I've always had great experiences and at least 50% of the time they'd offer me water, open my door, and sometimes have candy available.

Re: Uber CEO responds to concern that Uber's SF service is decreasing in quality

#59

Post by 34626 »

annon wrote: post #19

Perhaps the reason that the quality numbers have been mostly flat is because drivers have been pushing to get 5 star reviews. In case you didn't know, as a customer of uber, the driver gives you a star rating just like you give the driver. A lot of people in SF have figured that out, and a lot of time I'll get an offer of "5 for 5." The drivers are letting you know that if you give them a 5 star rating they will give…

I suspect that some of the people claiming that Uber is going down hill are, well… not the best customers. That is, they might be total assholes. Uber tries to match 5 star cabs with 5 star customers. If you are a 4 star customer you are more likely to get a 4 star driver. The probability of getting a 4 star driver is higher today than it was a year ago, and a 4 star customer is more likely to get those drivers.

I've gotten the 5 for 5 thing a few times. I don't mind it, if it's going to be a 5 anyway.

I use Uber every day. I've had maybe two sub-par experiences with the black car—ever. A few iffy experiences with UberX but nothing bad.

Re: Uber CEO responds to concern that Uber's SF service is decreasing in quality

#60

Post by prawn »

gscott wrote: post #48
etler wrote: post #28

Anything is better than waiting an hour for a taxi to show up, and then having to call a friend because the company just forgot about you.

I have had this happen to me so when I see people concerned about waiting 8 minutes instead of 2 I have to wonder, do they want the cars to have wings? 8 minutes sounds pretty good to me.

Then tell people it's 8 minutes. I think it's the difference in reported vs reality that's frustrating users.
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