I received a pdf attachment. It looked like something they use internally. It didn’t have my credit card number, but it did have the last 4 digits of it.

You are too kind.

Uber is a premium service.

People love uber because of this premium quality it promises.

Uber has taken its growth for granted and has let the quality go down the drain.

UberX is sold to riders as a better than a cab service, but that doesn’t mean Uber can rip off riders by charging at will.

Seriously, if a company got $200 million+ funding and charges it’s customers a bomb and doesn’t provide concierge level customer service, I don’t see how can anyone be expected to be kind to such a shoddy company.

Lyft and Sidecar should be better alternatives, at least in terms of making uber feel the heat of losing the market.

This blog looks like a classic case of why taxis can be better, in this particular case.

More than 24 hours for a reply is already unacceptable in my standard. And then comes the reply itself, how helpful it is, if it sounds like a canned reply or not, and if it’s a canned reply, is it at least answering the question and addressing the issue?

Arun is a good example of how customers behave. I behave the same. I think most people behave the same.

Customers are so used to shit customer service that when you give a decent service (which should be just normal, but unfortunately is not) they will even prefer you over a cheaper alternative.

If you can get your customer to smile while reading your answer, and make them they “oh there is actually somebody replying and fixing my problem :)”, that’s a bingo.

Now, I fear the same as you, we are only 3 people in my company, all from the Philippines and we’re never safe from an Internet blackout here, making us unable to answer quick to a customer, and then I’d get also a blog post like this. But that’s how things work. I would take responsibility and then hire a backup customer support rep from another location, I guess.

However maybe it is because I know what it can be like behind on the other side, but three days to call support non-existent and then to leave and never recommend the service again seems slightly harsh to me.

I think there are a number of legitimate reasons why your request could have been left so long: Volume of support requests, a flaw in a persons workflow that needs pointing out, existing issues needing prolonged attention illness or other personnel related issues or possibly even a misjudgement on the priority of the issue in regards to others. Also your issue maybe easy to resolve once picked up, but that doesn’t mean it will be resolved quickly once raised.

I admit these issues are not really your concern nor should they be, but I am amazed how quickly this is a deal breaker for you, especially for a company you sound like you want to like.

I am still learning on what it really is to give great customer support and I do get it wrong from time to time. I get the feeling sometimes there is a unrealistic expectation from some customers that their request should be the most important thing we do that day. This makes sense from your eyes, but often isn’t the case from ours. It is hard, when it is like this.

So I ask, so that hopefully I can learn something from your experience, (apart from having your issues fixed within hours, which while nice, is sometimes unfeasible), is there anything you think uber could or should have done within that three days that would of bettered your opinion of their service.