I've used Uber 250+ times since 2010 and haven't had any issues that warranted any action beyond occasional 3 or 4 star ratings of drivers.
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
#22In 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.
I've experienced something similar in San Fran, where a driver took me on a really weird route, and I gave a 3 star review, and just said they could have picked a much better route and they agreed, and refunded the difference between the route taken, and the best route.
Re: Beware: Uber Has No Customer Service and Still Has Bugs
#23> 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…
"Okay," I thought, "chargeback it is." But it is not that simple
It never is that simple. As best I can tell, a chargeback should be considered to be the ultimate burning of bridges with that company.
Re: Beware: Uber Has No Customer Service and Still Has Bugs
#24For those who are in NY, you should check out Whisk at whisk.me: it's like Uber, but we have realtime pricing info during the ride, like a taxi! And our prices are cheaper too.
Disclosure: I'm a developer at Whisk.
Re: Beware: Uber Has No Customer Service and Still Has Bugs
#25I've only had one serious issue w/ Uber requiring customer service. We were in Berkeley -- which is not a city I know very well -- and asked to be taken to the nearest BART station for our ride back into the city.
It seemed to take longer than I expected, and sure enough when I got the Uber receipt, it was plain as day: We literally drove right by the Downtown Berkeley station north a ways to the North Berkeley station. It was galling to see it presented on their trip map. I don't blame the guy for not knowing the area that well I guess, I just didn't want to pay for it. They gave me a $20 credit to my account which was just a few bucks less than the entire ride that night. All in all I was pleased. The response took a bit more than 24 hours.
Re: Beware: Uber Has No Customer Service and Still Has Bugs
#26Outside of the Google-like lack of customer service, I am perplexed as to the software bug that led to such a bizarre calculation.
Re: Beware: Uber Has No Customer Service and Still Has Bugs
#27In 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.
In my case, the driver took the correct route, but his GPS was way off, not locking in properly. Sent an email and was refunded the next day for the difference in actual vs reported route.
Re: Beware: Uber Has No Customer Service and Still Has Bugs
#28In Chicago, I left my phone in a Black Car at 9 Am. After realizing this half an hour later, I put in a ticket to customer service with the name of the driver. Ten minutes later, Nicole from Chicago's community management team emailed back with the drivers number. I was able to call the driver and he returned it immediately.
I was incredibly impressed by the response time and helpfulness of both the driver whose name escapes and the Chicago community team/Nicole.
Re: Beware: Uber Has No Customer Service and Still Has Bugs
#29For those who are in NY, you should check out Whisk at whisk.me: it's like Uber, but we have realtime pricing info during the ride, like a taxi! And our prices are cheaper too. Disclosure: I'm a developer at Whisk.
I'd say the question most germane to this post is do you have a phone number for people who need support? or do you at least have an SLA on your email support?
Re: Beware: Uber Has No Customer Service and Still Has Bugs
#30> 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.
Agreed. At a minimum you should have a rep stay in contact and at least keep the guy up to date on what's going on. People will give you a break as long as they don't feel like someone dropped the ball.
90% of excellent customer service is simple communication. Even if it takes a week, if I get a call every two days letting me know what's going on and where they are with the credit or charge back, it shows the company cares and I'm not so quick with the chargeback call to my CC company.
It's 2013, companies shouldn't have a hard time communicating. With so many direct and indirect channels to get a hold of people, this should be easy.