Hi everyone, I too have always used the Uber app to contact customer service if I've had difficulty with the trip and I have always received a response within 24 hours. From my perspective, Uber has been fair, reasonable, and accommodating.
Sent from my iPhone > On Apr 4, 2017, at 4:32 PM, Jeremy Gilley <[email protected]> wrote: > > And I keep telling you, that I have never had that issue. > Every single time I complained, I have had someone from CA call me. > I have had 5 denials over the past 5/6 months. > Always were they polite and any funds that were charge, I got refunded. > > -----Original Message----- > From: [email protected] [mailto:[email protected]] On Behalf > Of Shaf Patel > Sent: Tuesday, April 04, 2017 4:09 PM > To: [email protected] > Subject: Re: Uber app experience getting increasingly bad > > Look, I really do understand where you're coming from. But when you have > an issue where a driver refuses to take somebody who has a service > animal, you really don't want your issue met with a canned copy/paste > response and a refund of the cancellation fee from somebody in a > completely different country. That complaint needs to be dealt in the > same country where the customer is located, and not with a "sorry for > the trouble, here's a refund" message. What I'm getting at is that you > have to go back and forth with a customer service rep from some other > country before actually having your issue heard. > > I've heard from so many people where both Uber and Lyft refuse to take > action against drivers who refuse to drive passengers with service > animals. It's lack of communication and an unwillingness of actually > understanding the issue. > > For generic customer service, having anybody respond to your support > request is fine. But not when it becomes a discrimination problem. > > Cheers. > F >> On 4/4/2017 3:57 PM, Sieghard Weitzel wrote: >> OK, fair enough, but while I am not necessarily a big fan of Uber, I also > am not necessarily for or against international call centres. After all, > just about all large companies nowadays do this and I have had aweful > experiences and fantastic experiences just as I have had aweful or fantastic > experiences with customer support personal that is or was based in North >> America. I think how good or not good the end result is depends on the > type of personell they hire in these countries, how well they get trained > and supervised. Just because a call centre is in the US doesn't mean 90% of > the staff may not be immigrants whose english may or may not be the same as > that of the staff in the Philippines or wherever. Also, the one link you > provided mentions this: >> >> Uber is in the middle of building out a global customer service center in > Manila, BuzzFeed News has confirmed. This new office - which the company > calls >> a "Center of Excellence" - will house "a team of customer support > representatives and several people managers," who will service several > different markets >> globally, according to job listings the company has posted. >> The Manila office is one of eight new or newly announced centers around > the world. The others are in Phoenix, Arizona; Chicago, Illinois; Hyderabad, > India; >> Krakow, Poland; Wuhan, China; Limerick, Ireland; and San Jose, Costa Rica. >> >> As you can see two of the 8 new centres mentioned are in the US and one is > in Ireland, of course it would make sense that the centre in India and China > may mostly be used to service the market there. >> >> It again all goes back to making these generalized statements. I am in the > retail business and sell top brand name outdoor gear from companies like > North Face, Icebreaker, Mountain Hardwear, backpacks from Deuter, a german > company which has been making backpacks since the 1890's, binocular and > rifle scopes from Vortex and Leupold etc. A lot of the products are > manufactured in China, Vietnam, the Philippines or eastern European > countries and as long as the factories used have top quality equipment and > the staff is trained and the quality control is there it is no problem at > all and these products are just as good as they would be were they made in > the US or Canada. I always think of one story of a small canadian company > who at the time prided themselves for manufacturing all their backpacks and > clothing in Vancouver. Of course the fabrics they used were from the big > fabric mills wherever and when I did a tour of their facility in Vancouver > one of my employees who was there as well told me afterwards that out of the > 60 or 80 people that worked their sewing, glueing and doing whatever almost > all were women and maybe 3 or 4 were caucasians, the rest were all chinese > immigrants. >> >> Regards, >> Sieghard >> >> -----Original Message----- >> From: [email protected] [mailto:[email protected]] On Behalf > Of Shaf Patel >> Sent: Tuesday, April 04, 2017 11:30 AM >> To: [email protected] >> Subject: Re: Uber app experience getting increasingly bad >> >> Sure. >> >> >> > https://qz.com/465613/uber-customer-complaints-from-the-us-are-increasingly- > handled-in-the-philippines/ >> >> > http://www.buzzfeed.com/johanabhuiyan/uber-is-building-out-a-customer-suppor > t-center-in-manila-phi >> >>> On 4/4/2017 1:26 PM, Sieghard Weitzel wrote: >>> I could not find out anything as to where Uber customer service centres > or call centres might be located by doing a Google search. Shaf, maybe you > should for once provide actual information in the form of links instead of > just hinting that something is not factual and saying otherwise. >>> >>> I would, however, be curious as to what number people called if people > have called. I did find an article which outlined various ways to contact > Uber and that article stated clearly that there is no such thing as an > actual customer service number which let's you speak with a live customer > service agent. They mentioned a hot line for critical incidents and > emergencies, but all other help apparently needs to be requested via the > website or the app. Apparently at one point Uber had the email > [email protected] where one could send an email with a question or concern, > but it says in the article that as of December 2016 (a few months ago) this > email is no longer valid and generates an auto response saying so. The > article also said that there at one point was a live chat feature which is > also no longer available. For those interested, here is a link to that > article: >>> >>> http://www.idrivewithuber.com/help/contact-uber-support/ >>> >>> I did just for the fun of it send an email to [email protected], just put > subject "Guide Dogs" and asked if Uber had a policy which would make sure a > driver can't refuse me because I have a guide dog. Here is what came back, > exactly what the article said would happen: >>> >>> From: Uber Support [mailto:[email protected]] >>> Sent: Tuesday, April 4, 2017 10:23 AM >>> To: Sieghard Weitzel <[email protected]> >>> Subject: Request not received: Guide dogs >>> >>> -------------------- >>> Hi there, >>> We're sorry. You've contacted an address that does not accept incoming > email. We're not monitoring questions through this email address and this > request has not been received by our support team. >>> We'd love to help out if you have an issue. Please submit your request by > tapping "Help" in the Uber app or by visiting help.uber.com from a web > browser. There you'll find answers to frequently asked questions and have > the option to submit a support request. >>> We look forward to chatting with you soon! >>> - Team Uber >>> --- >>> Need help accessing your account? Visit t.uber.com/contact-form This >>> email is a service from Uber. >>> [N4GQ9M-EKG3] >>> >>> Regards, >>> Sieghard >>> >>> -----Original Message----- >>> From: [email protected] [mailto:[email protected]] On >>> Behalf Of Shaf Patel >>> Sent: Tuesday, April 4, 2017 8:08 AM >>> To: [email protected] >>> Subject: Re: Uber app experience getting increasingly bad >>> >>> LOL OK. >>> >>> Ask your friend Google where their customer services are located. >>> >>> I'm waiting. >>> >>> >>>> On 4/4/2017 5:39 AM, Jeremy Gilley wrote: >>>> I think you need to look at their company info my friend. >>>> they are not from third world countries. >>>> and before I really say something here, I think I better just not >>>> reply to anymore of your emails because its quite apparent you have >>>> no clue about UBER and the company itself. >>>> >>>> -----Original Message----- >>>> From: [email protected] [mailto:[email protected]] On >>>> Behalf Of Shaf Patel >>>> Sent: Monday, April 03, 2017 9:03 PM >>>> To: [email protected] >>>> Subject: Re: Uber app experience getting increasingly bad >>>> >>>> Uber drivers also deny guide dogs. Do your research. >>>> >>>> Lyft also have a phone number on their website where you can report >>>> these kinds of issues, htlp.uber.com is where you need to go. >>>> >>>> >>>> The people who work at Uber customer support responding to your >>>> messages are mostly from third world countries, not America. >>>> >>>> Not sure how you managed to get 3 managers to call you, you must have >>>> been lucky. But the majority of people who are denied rides due to >>>> having service animals do you get anything besides a generic response >>>> with Uber, and also Lyft. >>>> >>>> "Now, all 3 managers also confirmed that when they credit your >>>> account with the credit, they also will notify you of the drivers > outcome." >>>> >>>> This goes against their privacy policy, according to an agent. So no, >>>> that is not factual. >>>> >>>> >>>> >>>>> On 4/3/2017 6:48 PM, Jeremy Gilley wrote: >>>>> This is total nonsense. >>>>> Please don't tell the list this information. >>>>> over the past 5 months I have been denied from riders to my seeing >>>>> eye >>>> dog. >>>>> Every single time, and I mean every single time when I reported the >>>>> issue, >>>> I >>>>> have been contacted by uber support with in 24-48 hours. >>>>> None of them had an accent of any kind and have all called me from Cal. >>>>> This last time, When I requested to talk directly to a manager, I >>>>> had not >>>> 1, >>>>> not 2, but 3 different managers 3 days in a row calling me telling >>>>> me how they are implementing a new system. >>>>> Now, I don't know about other countries, but I do know that now when >>>>> a driver accesses the app, they have to tap ok that they will accept > dogs. >>>> If >>>>> they don't, they don't drive. >>>>> IF they tap ok, and they deny you, and you take the time to report >>>>> it through the app, and by the way, I used uber tonight and it still >>>>> is >>>> working >>>>> great for me. >>>>> Anyways, if they see that indeed the driver did accept to take >>>>> service animals, the driver is instantly let go, and the rider is >>>>> given a $25 credit. >>>>> I have been complaining so much that I wasn't getting the feed back >>>>> about the drivers and what takes place after I reported them. >>>>> Now, all 3 managers also confirmed that when they credit your >>>>> account with the credit, they also will notify you of the drivers > outcome. >>>>> So, please don't tell someone to not report something because you >>>>> believe >>>> it >>>>> will go to a different country. >>>>> They are based here in the states, and that is indeed who I talked too. >>>>> Thanks for reading my book, but had to tell my story. >>>>> >>>>> -----Original Message----- >>>>> From: [email protected] [mailto:[email protected]] On >>>>> Behalf Of Shaf Patel >>>>> Sent: Monday, April 03, 2017 1:46 PM >>>>> To: [email protected] >>>>> Subject: Re: Uber app experience getting increasingly bad >>>>> >>>>> Don't even bother leaving them feedback. Your feedback will be sent >>>>> to somebody in India who will give you a canned response and trash >>>>> the >>>> feedback >>>>> But yes, the app is absolutely sluggish on iOS. There's not even a >>>>> way to rate a driver after a trip accessibly unless you're actually >>>>> on another trip, then you'll get the popup. >>>>> >>>>> I know there are people in their "accessibility" team who are >>>>> working on the app, but they are doing an absolutely terrible job with > it. >>>>> >>>>> >>>>>> On 4/3/2017 1:31 PM, Kathy Brandt wrote: >>>>>> Is this happening to anyone else? Today I was getting a blipping >>>>>> sound >>>> and >>>>> the menu items were shifting. I couldn't find the contact driver >>>>> button >>>> for >>>>> the longest time. Are used to be able to change my destination for >>>>> doing a second stop, but now I can't. This is really disappointing >>>>> when before the app had been stable and easy to use. I went to their >>>>> website, found where >>>> it >>>>> says accessibility under the help menu, and left them feedback, >>>>> would you can do after double tapping more in that menu. I suggest >>>>> others do the >>>> same. >>>> >>> -- >>> The following information is important for all members of the V iPhone > list. >>> >>> If you have any questions or concerns about the running of this list, or > if you feel that a member's post is inappropriate, please contact the owners > or moderators directly rather than posting on the list itself. >>> >>> Your V iPhone list moderator is Mark Taylor. Mark can be reached at: >>> [email protected]. Your list owner is Cara Quinn - you can reach Cara at >>> [email protected] >>> >>> The archives for this list can be searched at: >>> http://www.mail-archive.com/[email protected]/ >>> --- >>> You received this message because you are subscribed to the Google Groups > "VIPhone" group. >>> To unsubscribe from this group and stop receiving emails from it, send an > email to [email protected]. >>> To post to this group, send email to [email protected]. >>> Visit this group at https://groups.google.com/group/viphone. >>> For more options, visit https://groups.google.com/d/optout. >>> >> -- >> The following information is important for all members of the V iPhone > list. >> >> If you have any questions or concerns about the running of this list, or > if you feel that a member's post is inappropriate, please contact the owners > or moderators directly rather than posting on the list itself. >> >> Your V iPhone list moderator is Mark Taylor. Mark can be reached at: > [email protected]. Your list owner is Cara Quinn - you can reach Cara at > [email protected] >> >> The archives for this list can be searched at: >> http://www.mail-archive.com/[email protected]/ >> --- >> You received this message because you are subscribed to the Google Groups > "VIPhone" group. >> To unsubscribe from this group and stop receiving emails from it, send an > email to [email protected]. >> To post to this group, send email to [email protected]. >> Visit this group at https://groups.google.com/group/viphone. >> For more options, visit https://groups.google.com/d/optout. >> > > > -- > The following information is important for all members of the V iPhone list. > > If you have any questions or concerns about the running of this list, or if > you feel that a member's post is inappropriate, please contact the owners or > moderators directly rather than posting on the list itself. > > Your V iPhone list moderator is Mark Taylor. Mark can be reached at: > [email protected]. Your list owner is Cara Quinn - you can reach Cara at > [email protected] > > The archives for this list can be searched at: > http://www.mail-archive.com/[email protected]/ > --- > You received this message because you are subscribed to the Google Groups > "VIPhone" group. > To unsubscribe from this group and stop receiving emails from it, send an > email to [email protected]. > To post to this group, send email to [email protected]. > Visit this group at https://groups.google.com/group/viphone. > For more options, visit https://groups.google.com/d/optout. > > -- > The following information is important for all members of the V iPhone list. > > If you have any questions or concerns about the running of this list, or if > you feel that a member's post is inappropriate, please contact the owners or > moderators directly rather than posting on the list itself. > > Your V iPhone list moderator is Mark Taylor. Mark can be reached at: > [email protected]. Your list owner is Cara Quinn - you can reach Cara at > [email protected] > > The archives for this list can be searched at: > http://www.mail-archive.com/[email protected]/ > --- > You received this message because you are subscribed to the Google Groups > "VIPhone" group. > To unsubscribe from this group and stop receiving emails from it, send an > email to [email protected]. > To post to this group, send email to [email protected]. > Visit this group at https://groups.google.com/group/viphone. > For more options, visit https://groups.google.com/d/optout. -- The following information is important for all members of the V iPhone list. If you have any questions or concerns about the running of this list, or if you feel that a member's post is inappropriate, please contact the owners or moderators directly rather than posting on the list itself. Your V iPhone list moderator is Mark Taylor. Mark can be reached at: [email protected]. Your list owner is Cara Quinn - you can reach Cara at [email protected] The archives for this list can be searched at: http://www.mail-archive.com/[email protected]/ --- You received this message because you are subscribed to the Google Groups "VIPhone" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To post to this group, send email to [email protected]. Visit this group at https://groups.google.com/group/viphone. For more options, visit https://groups.google.com/d/optout.
