Uber support attitude is not customer satisfaction oriented!

in #uber6 years ago

Since i am a frequently traveling person, i use many online services to arrange my travels. Airlines, accommodations, transportation etc.

Generally i use Uber(if available in traveled city) as taxi service in my travels. It "was" a good service in foreign countries without knowing local language or without carrying cash(and no need negotiation with drivers). But, life is not beautiful(and perfect) every time.
Last month i traveled to a foreign country. I didn't know local language. Around midnight, i called a taxi via Uber. Since i had a guest, I had 2 destinations. First i dropped my guest and expected to drive to next destination. Because of second destination is "little bit" long, driver refused to go to there. First i didn't understand because he couldn't speak English and unfortunately i couldn't speak his language. I just called a friend to translate and said that he demands extra cash money to go to my destination. I was shocked! It was already high fare if to compare with day time. Almost "Double"! and still he demanded extra money.
I didn't accept it. Can you imagine that? In a foreign country, after midnight you are alone in streets! You are tired, it is darkness, no public transportation, street animals etc...
Thanks to friend, called a taxi by local online service and pay more but at least was feeling "safe".

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After arrived home, i wrote my issue to help section via mobile application. Next day, a "country representative" answered ticket and said "we are sorry to hear that. We will contact to driver. Hope your next drive be ok bla bla bla." Just that! It was my second shock. I waited a few days and no more message, no transparency, no information.
I decided to contact with global support. Wrote them via Twitter and as you can guess it is THIRD SHOCK! "we are sorry for bad experience, already country representative contacted to you and informed you". Hey Uber, are you joking? is it your customer satisfaction attitude? Just to say "we are sorry"? How should i behave if i have same problem? I use your service because i "trust you". I trust that you will help me when i had issue. But no "support", no information, no satisfaction.

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Let's me give an example: When i have problem with Airbnb(it is an accommodation service), there is real-time support. If i have problem with house(or whatever i rented), i contact to support team and they solve my problem at same time. They found a new place, some discounts and transparency of progress. It is different of quality service and quality of customer happiness. To be honest, i started to afraid use Uber anymore. I hope they will change their mind and their way.

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Congratulation, my friends @mahsumakbas...

Success has gotten into uber's head. They are facing stiff competition in india, china, rest of asia and us. In the uk, uber licenses are being revoked - london and another city. More competition and they will be taught a lesson they deserve. Their success entirely depends on the customer.

Yeah, I've been traveling in Asia for about 5 months now...and well, Grab just bought out Uber last month... so we can't even use Uber anymore. But BEFORE that...I had the same issue as you.

This happened to me more than once...and yep, it's definitely not like what you expect. Because like you said...we use it to avoid having to negotiate with local taxis who tend to triple the price on you,etc, or they don't have a smartphone with gps so it's hard to tell them where you want to go.

Maybe try grab...so far I haven't had anyone try to make me pay extra. But I have had a lot of poeple cancel because maybe they don't want to pick me up for that amount of $ or something.

@nomadicsoul also sorry to hear that. I am sure that one day the will understand importance of customer happiness. it is a competitive time and services should be customer focused. It is a good opportunity to search/find some good alternatives.

It's really not how customers complaints should be taken care of first of all. At the end of ride to be honest uber have never satisfied me as well.

i wish they realize that problem and focus more on customer issues

An Uber driver was accused of punching a young mom and throwing keys at her daughter.

According to 25-year-old Annastazia Merret, the cabbie hit her twice and left her with a black eye before calling her a “white bitch.” At one point, the driver even tried to drag her back into the car. The Asian driver then threw keys at her one-year-old daughter, Savannah and racially abused the mixed-race child; calling her father a “slave.”

Merret admitted that she had to hit the driver back in her defense and describes the confrontation as one of the most horrible experiences in her life. Sadly, according to the young mom, the police let him back into his car, and he drove off. According to the officers who were at the scene, there was no enough evidence to arrest either party, and a community resolution was suggested.

Merret claims she was trying to get her baby’s seat out of the Uber while trying to unlock the gate. In the process, she asked for a helping hand. Apparently, trouble started when the two disagreed over whether the mother of one would fit Savannah’s car seat into the Uber. The driver then became rude and informed her that he does not listen to women.

Merret also disclosed that the driver made offensive sexist remarks during the entire journey from Croydon to South London.

Uber claimed they had received conflicting stories about the incident.

and, what is the action/reaction of Uber?

Only one word : Uber Sucks

That’s unfortunate to hear, sorry @mahsumakbas! They should have at least offered you Uber credits for the inconvenience.

@mattjohnson actually, i don't care about small piece of credit or discount. I just wanna "feel safe" and feel "support back". We are in online era and support should be online, too.

that´s it. I had some reembursement but only in local currency wich I´ll never gonna use again... It´s about the safety!

It's true some companies lack customer service and skills and some brain stoming about customer care

As i indicated in post, generally accommodations services are good at customer care side. I hope other services take it as an example.

somebody develop a blockchain for this !!!

@oliverlai let's hope :)

I had some issues as well in India recently. Unfortunetley sometimes there is this ´´personal overcharge from the driver´´ for the tourists, but not everytime.
GRAB is a option to be used there.
12GO ASIA for trains buses flights. :)

Thank you for valuable information. i will check 'em @ebrakadabra

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