How Uber Lost me as a Customer

Cancel a ride get charged..even if it is not your fault

Long story short..

Last Friday, I booked an Uber Pool frmo Jaynagar in South Bengaluru, and I had to go back to North Bengaluru, where I live. Cab ride confirmed at 12:48 PM, the Uber app showed a wait time of 4 minutes, all looked fine. But then, the problem started. the status changed to “waiting for passenger to be picked up” or something to that effect. 10 minutes passed, and then 15- but there was no update. (utilized the downtime to make a trip to the nearest ATM, just in case…) Finally, I called the driver at 1:03PM. He informed me that he will be there in a couple of minutes, and four minutes later, he called to inform that his car was not starting, so he wouldn’t be able to come.

Pay before you Book

Your payment is due, please pay before booking

Like many riders who believe in the convenience of credit cards (and the hope to earn more reward points), I prefer to pay by credit card. For the last four or five rides, the payment did not go through int he first attempt. The average was two attempts to make a payment. Once, I paid through cash. The net result: the next time I had to book a ride, I got an alert mentioning that my payment was outstanding. An email to the customer support solved the matter, but the process added 30 minutes to my overall booking experience- of course, peak hour timing had started by then, and I had to select a more expensive car type (sedan) instead of Ubergo (hatchback). Yay! My ride just cost me more money!

Customer Service : need Help!

So I promptly tweeted to their customer service, who replied that I should contact their customer support email address. Here is where the real fun begins. I accidentally sent them of the email from my other email address, which is not registered with Uber’s system. (yes, my mistake) They wrote back saying that I am not a registered user, yada yada…

Lessons Learnt

Working in a system that depends on moving parts that are essentially broken can essentially mean that a service or a system that works in one geography or market may not work in others.

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Creator- Gaatha Story- Podcast of Children's Stories. Cofounder Kamakshi Media and Author. Husband, dog lover. Country Manager for FSC, India. www.amarvyas.com

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Amar Vyas

Amar Vyas

Creator- Gaatha Story- Podcast of Children's Stories. Cofounder Kamakshi Media and Author. Husband, dog lover. Country Manager for FSC, India. www.amarvyas.com