How Useless is Uber Customer Support

Posted by johnhighway on July 14, 2016

Do you ever get the feeling that when you're talking to customer support, you get nothing intelligent in the response other than a cut-n-paste answer from a knowledge database based on a few key words you wrote in your request for assistance. That's how I felt when I asked Uber customer support for details on their new Upfront Fares for riders.

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What upfront fares mean for you

We’re rolling out upfront fares in the Washington, DC area, where riders will see the final trip fare before they request a ride.

Riders use Uber more—especially at peak times—if they know the cost of the trip in advance, and more riders means more business for you. You also will no longer have to wait for riders to tell you where they’re going, since they will select their destination in advance of the trip.

You’ll be paid the same way as before: by the time and distance of each trip, minus the service fee and any other applicable fees. There’s no change to surge either: you’ll still see the heat map in the Partner App with recommendations on where you’re most likely to get your next ride.

 

So I asked a question directed at Uber customer support, to the "partners".

How does this play out with rider requesting multiple destinations?

The next day, I get a response from what I can interpret as only a cut-n-paste answer.

Sanjay Lama (Uber)
Jul 14, 06:01 PDT

Hi John,

Thanks for reaching out. Happy to explain!

I understand you have a query regarding what to do in the situation when riders request multiple stops. With this way of receiving requests, you just need to know in advance whether the entered destination is the final stop - so be sure to ask your rider at the beginning of the trip.

If it's not the final stop, you can ignore all the incoming trip requests until the final destination is entered - or, if you feel confident with the way, have riders put their final destinations in right away to prevent requests from coming in too early.

And remember, fares are determined by both time and distance so the fare will automatically include the additional driving and wait time if you bring your passengers to more than one location - no need to stop and begin the trip again.

My goal is to ensure the issues that prompted you to email today are fully resolved. If you still have further query(s), please feel free to contact us. We will be happy to help you with that as well.

Thank you for providing me this opportunity to assist you. Have a great week ahead!

Best regards,
Sanjay Lama

 

I'm guessing my question wasn't clear enough, so I tried again with the question.

Actually, that's not what I was asking.

I'm asking about the fixed pricing you're displaying to riders on the app ... you give a fixed price to riders but when riders have multiple destinations than what he/she originally was quoted, how question what happens to the riders' quoted fare price?
 
In a few minutes, I get another reply from a different Uber customer support agent.

Shivam (Uber)
Jul 14, 08:52 PDT

Hi John,

Happy to explain what to do in the situation when riders request multiple stops.

With this new way of receiving requests, you just need to know in advance whether the entered destination is the final stop - so be sure to ask your rider at the beginning of the trip. If it's not the final stop, you can ignore all the incoming trip requests until the final destination is entered - or, if you feel confident with the way, have riders put their final destinations in right away to prevent requests from coming in too early.

And remember, fares are determined by both time and distance so the fare will automatically include the additional driving and wait time if you bring your passengers to more than one location - no need to stop and begin the trip again.

Let me know if you have any other questions and I'll be happy to help.

Best,
Shivam

I was like "wow", different person, same response. I got a little frustrated with this outsourced customer support that uses cut-n-paste responses and never actually reading my question. So I got fed up.

Wow, seriously?
 
Stop with the cut-n-paste answers.
 
Your answers are not what I'm asking.
 
I'm asking how does FIXED PRICING that you provide RIDERS now get affected when RIDERS asked for MULTIPLE DESTINATIONS. I'm not asking how does MULTIPLE DESTINATIONS affected ME ... how does the FIXED FARE get affected by RIDERS requesting MULTIPLE DESTINATIONS.

Anyways, you can stop with answering. I'll make up my own answer.

So, a third Uber customer support agent responded what did you think the message was?
 

Pankaj (Uber)
Jul 14, 09:11 PDT

Hi John,

Happy to explain what to do in the situation when riders request multiple stops.

With this new way of receiving requests, you just need to know in advance whether the entered destination is the final stop - so be sure to ask your rider at the beginning of the trip. If it's not the final stop, you can ignore all the incoming trip requests until the final destination is entered - or, if you feel confident with the way, have riders put their final destinations in right away to prevent requests from coming in too early.

And remember, fares are determined by both time and distance so the fare will automatically include the additional driving and wait time if you bring your passengers to more than one location - no need to stop and begin the trip again.

Let me know if you have any other questions and I'll be happy to help.

Best,
Pankaj

I called it quits. Three (3) different "agents" with the same cut-n-paste answer, not a single one with some actual thought to the answer.

In an effort to cut costs and maximize profits, outsourcing customer support to people who only know how to cut-n-paste is not a way of doing business. A $75B company that pays drives less than minimum wage ($40/hr - Uber commission - personal expenses in maintaining the vehicle) and expects 5-star service from drivers only to provide less than 5-star customer support.

Uber Driver Referral Code4vscfqzkue

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