The question has to be asked. How much of what you hear is the handler blowing things out of proportion because the alternative is said handler actually having to admit they oopsed? The story that comes immediately to mind is the handler who let a Uber driver put their guidedog in the trunk, then proceeded later on to sue Uber for it. I mean maybe I'm weird, but did no one in that particular case latch on to the fact that for the driver to stick said dog in the trunk, the handler would have had to willingly hand it over? But it sounds better to just blame Uber.
-----Original Message----- From: viphone@googlegroups.com [mailto:viphone@googlegroups.com] On Behalf Of Jeremy Gilley Sent: April-04-17 7:33 PM To: viphone@googlegroups.com Subject: RE: Uber app experience getting increasingly bad 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: viphone@googlegroups.com [mailto:viphone@googlegroups.com] On Behalf Of Shaf Patel Sent: Tuesday, April 04, 2017 4:09 PM To: viphone@googlegroups.com 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: viphone@googlegroups.com [mailto:viphone@googlegroups.com] On > Behalf Of Shaf Patel > Sent: Tuesday, April 04, 2017 11:30 AM > To: viphone@googlegroups.com > 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 supp...@uber.com 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 supp...@uber.com, 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:supp...@uber.com] >> Sent: Tuesday, April 4, 2017 10:23 AM >> To: Sieghard Weitzel <siegh...@live.ca> >> 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: viphone@googlegroups.com [mailto:viphone@googlegroups.com] On >> Behalf Of Shaf Patel >> Sent: Tuesday, April 4, 2017 8:08 AM >> To: viphone@googlegroups.com >> 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: viphone@googlegroups.com [mailto:viphone@googlegroups.com] On >>> Behalf Of Shaf Patel >>> Sent: Monday, April 03, 2017 9:03 PM >>> To: viphone@googlegroups.com >>> 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: viphone@googlegroups.com [mailto:viphone@googlegroups.com] On >>>> Behalf Of Shaf Patel >>>> Sent: Monday, April 03, 2017 1:46 PM >>>> To: viphone@googlegroups.com >>>> 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: >> mk...@ucla.edu. 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