Uber has been great in my experience. In NYC I had a couple terrible drivers, and I gave a couple terrible reviews.
Without me having to reach out, figured out the details, then they apologized and provided a refund.
Beware: Uber Has No Customer Service and Still Has Bugs
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Re: Beware: Uber Has No Customer Service and Still Has Bugs
#12I had a couple Uber issues a while back. With a simple tweet to Uber SF, I had everything handled quickly and easily the next day (just hours later, really).
Re: Beware: Uber Has No Customer Service and Still Has Bugs
#13When I had issues I just put it through their "how was the ride" thing that pops up after every ride, and they sorted it for me that day.
Ive seen quick responses in the few times I have had issues
Re: Beware: Uber Has No Customer Service and Still Has Bugs
#14This should probably be retitled "Man has problem with Uber on Sunday, declares crisis mode on Tuesday".
Re: Beware: Uber Has No Customer Service and Still Has Bugs
#15NYE 2012 I got caught in the crash that brought down their system and lost all their reservations. The driver who was heading to pick me up at a 1x congestion rate probably got a brand new 5x faire after the system came back up and made an easy decision. A decision that left me in sub freezing temperatures waiting for a car that would never come.
It was my first uber experience and while it hasn't quite been my last, they certainly aren't my favorite choice.
I don't have the email archive available but I seem to recall them taking almost a week to get back to me. I imagine that the crash caused them quite a customer service backlog though. At the end of the day, for leaving me in sub freezing temeratures they gave me a $50 credit.
Re: Beware: Uber Has No Customer Service and Still Has Bugs
#16> Going forward, I am probably just going to initiate a chargeback. They aren’t giving me many choices. I've had great email support from Uber in New York. That said, a few years ago a lost iPhone turned into several phantom SUV rides in and out of New Jersey. An email to Uber revealed a policy against reversing such transactions. "Okay," I thought, "chargeback it is." But it is not that simple - the chargeback promp…
"but still leaves a stink in the mouth whenever I start to recommend the service"
So... Don't recommend the service? Much more powerful than a recommendation with caveats.
Re: Beware: Uber Has No Customer Service and Still Has Bugs
#17> Going forward, I am probably just going to initiate a chargeback. They aren’t giving me many choices. Give them a week to sort it out. Don't immediately chargeback, but call the credit card company and tell them about the irregularity. That way, you give Uber some room to sort it out, you don't have to worry about the charge in the process, and you established the timeline in case things do get hairy.
A week... Why? 24 hrs is plenty... they should have a phone # at minimum. Chargebacks, etc are how to get action.
IME credit card companies can't do anything until the charge clears (which may take a few days). So you'll see the charge is wrong, but you can't do anything about it because it's still pending. Given that it may also take a few business days to resolve the underlying problem (it may have been an issue with the driver misquoting the price initially, so there may be a back and forth there) a week is a reasonable amount of time to wait. But absolutely you should notify the credit card company immediately, in order to start the clock
Re: Beware: Uber Has No Customer Service and Still Has Bugs
#18> Going forward, I am probably just going to initiate a chargeback. They aren’t giving me many choices. Give them a week to sort it out. Don't immediately chargeback, but call the credit card company and tell them about the irregularity. That way, you give Uber some room to sort it out, you don't have to worry about the charge in the process, and you established the timeline in case things do get hairy.
A week... Why? 24 hrs is plenty... they should have a phone # at minimum. Chargebacks, etc are how to get action.
The customer is always wrong.
Re: Beware: Uber Has No Customer Service and Still Has Bugs
#19To have $180 taken from your account is certainly nothing to sneeze at. At certain points in my life that could have seriously affected my ability to pay rent!
It seems rather drastic to totally drop the service and do a chargeback after 3 days, though. Obviously something has slipped through the cracks.
Uber is a super slick system, but I'd bet money there's still people behind the scenes scrambling to keep the gears spinning.
Re: Beware: Uber Has No Customer Service and Still Has Bugs
#20In Boston, I had an experience with a driver who took us to the right street in the wrong city, then drove the wrong way down a one way and was pulled over by the police.
I gave a 1 star review and explained what happened. Without further action on my part, the local Uber rep refunded the difference between the actual care and what it should have been had there not been the whole detour. Very thoughtfully proactive.