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Discussion Starter · #1 ·
So, I got a message from Uber early on Monday morning saying that my account had been deactivated while they investigate a rider complaint. In the meantime I was to re-read their anti-discriminatory rulings and confirm to them that I had read it.
I duly did this and somewhat confused enquired as to the nature of the complaint. I have been driving for 8 months have a 4.92 rating, over 500 5* rides, dozens of compliments and no complaints. I have certainly never discriminated against anybody knowingly and never would.
They advised me that they could not tell me what the complaint was due to confidentiality reasons.
I drove to Concord to chat to them about it but the local guys were not able to tell me anything but said they would escalate the issue and that somebody would call me that day to get my side of 'the story'
The next day still no call, and still deactivated. Several hours and emails later I get a message saying that I had been reactivated, but if there was ever recurrence of the issue then I could be permanently deactivated. I still had no idea of the issue and was not able to tell my side of a story that I did not know existed. I said as much and in no uncertain terms made it clear that I thought the way they were treating me as a partner was disgusting. I requested a phone call to discuss the issue. A couple of emails later they say they will call me to discuss the next day (today) and when would be convenient. I say before I start driving at 7.30 or after 5pm when I finish (I don't normally do full days but I had 2 days of lost cash to make up which they had already said they had no intention of compensating me for even when I was proven to be in the right). So they respond and say they will call during business hours and that I should have my phone with me at all times.
They called at around 12.30, I was in the Bondi area and had just dropped off a pax. I pulled over, went offline and took the call. Yes, I got a call from UBER I should be grateful.. but it gets worse.
Uber Guy ' Do you want to give me your version of the events around the incident'
Me : 'Of course , which incident are you referring to'
UG: I can't tell you that for confidentiality reasons
Me: Then how can I give you my version of events - what was the complaint, when was it, where was it, who made it?
UG: I can only tell you that it was something to do with discrimination and it was in the past 3 to 8 days.
We then went round in circles for about half an hour him reading a script about confidentiality and protocol, me speaking common f*ing sense about my ability to give information when they won't tell me what information they want. I still have no idea what they are referring to, but he seemed to indicate it had something to do with disability. I have neither driven nor refused to drive any passenger with a disability in at least 3 months.
Then, and this is good, he says that there is a way of getting the information that involves going through their legal department and its a simple process and he would email me the details. Bugger that, I told him to email the details while he was on the phone and not to hang up until I'd read it and discussed it with him. To his credit he did just that.
The process he proposed is that I get the local police to file a request on my behalf for the information about what I was being accused of. However on reading through the information for the police it says that they need to supply sufficient grounds that the information is needed for legal purposes AND that they need to provide specific details of the incident. Good luck walking into a police station and asking for that when you have no idea of the incident or what they are even investigating.

If you've read this far, thank you, we're nearly done.

So having got nowhere with the guy on the phone I ask to speak to his manager, after a few textbook stock answers and him realising I wasn't going anywhere he acquiesced. I get the manager.. she hangs up on me within 10 seconds. I get an ISSUE RESOLVED message a second later.

I should probably just let this go I know, and I probably will and less it gets escalated further. But how the bloody f*$k can we as drivers be treated with such disdain by the company that gains to call us partners. I'm disgusted by the contempt shown here. I do not take the complaint lightly, if I have offended anybody then I am deeply sorry but I need to know the details of the accusation, I will then willingly offer an apology or whatever is necessary if applicable. Its undermining me as a driver who is just out there doing his best and generally doing ok, its also undermining me as a person to be treated this way.

I'm back driving, with a bit less gusto, and I doubt any more will come of this but I wanted to get this off my chest because nobody else will listen. And I'm curious whether anybody else had similar issues and if they were to get any greater clarity in the situation.

Surge on.
 

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I have 128 GB memory card in a recording device in my car and I keep a 1 month recording before deleting,don't know if it would help but taking all the records to see a manager at uber office just to prove what a c#$nt system uber is inflicting upon us
 

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Discussion Starter · #5 ·
I have 128 GB memory card in a recording device in my car and I keep a 1 month recording before deleting,don't know if it would help but taking all the records to see a manager at uber office just to prove what a c#$nt system uber is inflicting upon us
Its so sad that it needs to come to that.
 

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I would have laughed at the ****** on the phone trying to discuss something you have no idea or details on. In this world, you give a little, you get a little...
 

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Newbs1, Buy a Transcend DrovePro 520 dash cam and video record everything, which goes on in your car. I have one. A 32Gb micro SD card can record up to 5.5 hrs. Save the recordings to a portable hard drive.
 

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Discussion Starter · #11 ·
Newbs1, Buy a Transcend DrovePro 520 dash cam and video record everything, which goes on in your car. I have one. A 32Gb micro SD card can record up to 5.5 hrs. Save the recordings to a portable hard drive.
Thanks Solarman, I can't wait to ask them which incident they want footage of and they tell me "We can't tell you that for confidentiality purposes". I appreciate your support
 

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the story must be you have done something unknown to the pax and the pax complained to uber with whatever the story is, which caught attention by uber sydney operation team XXXX...the they deactivated your account for 2 days to vertify the story
 

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It happened to me once on new year eve. Someone complained I smelled drunk. Lol..
There are so many RBT's around.

I lost 5 days of work with no fault of mine.
On New year's Eve, I had to call my driver friends to check if their app is ok?
No email , no phone call to me by uber to check what happened. Straight deactivation.

Had to wait 5 days till their office reopens. Finally they accepted it is their fault and no compensation.... I don't call it uber... I call it duber(dodgy uber).

They call us partners for taxation purposes nothing else. Even a criminal in democratic cou try will be given details of accusation and given a proper chance ... Uber treats its so called partners worst than a criminal....
 

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This is where Uber clearly demonstrates their immaturity as a company. Their whole approach to this sort of thing is childish and I have never, ever, in all my years in customer service seen customer complaints handled in this way. There are two sides to every story, customers on the whole are liars and exaggerators and there is no meaningful reason to keep the complaint confidential. What possible benefit is there for Uber in this situation? It sounds like management has been bamboozled by the lawyers to be ridiculously cautious. In any other industry you would simply take this to Fair Work.

It beggars belief and shows they desperately need some competition in the market to prompt them to simply grow up!
 

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If anyone is interested in the unedited transcript of events prior to the phone call it is here. You will need to read from the bottom up.
I've read it.

It has the usual copious amounts of meaningless platitudes and condescending drivel we can expect from the UBERBOTS.

EG "We greatly appreciate you raising this kind of incident as we do not tolerate these actions." Ummm What incident did you raise that they do not tolerate ??

How much of the story got misterpretted by the 3 UBERBOTS in this dialog. Do you think they all read everything about the incident - it's just another case of Chinese Whispers.

I've had long written dialogs with these UBERBOTS and in many cases when I refer back to something another UBERBOT wrote in same dialog they hadn't read it.

These incidents do bad things to your blood pressure and mental health. Whenever UBER asks about how they are doing in the drivers app I give them 1 star and list the numerous reasons why. No response or acknowledgement.

I suggest you take some time off to re-group. Going out and chasing lost earnings may cause you to drive longer hours and make some bad decisions jeprodising your safety and long-term well being.

Take Care
 

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It is easy you have to be accountable. I know its like swallowing glass but this is what you do its simple.
  • Keep a small notebook and pen in your car.
  • If you ever cancel a fare and its contentious, during breaks you keep a note on why you canceled. ( Road Blocks, Rude Drivers, Wrong Addresses) You dont need to record everyone just the ones you remember that could be an issue.
  • If you ever feel unsafe or have been made to feel unsafe in the car YOU MUST report this. You must send a small message to uber in the feedback page. Let me tell you PAX that do the wrong thing get removed quickly. I know this as CABs have told me they do ex UBers.
  • Uber will give you a date of the incident. Reply by email in point form thinking about every ride. Just go through as much as you can and keep it brief.
  • If this helps remember this, we can not do anything that either puts our safety at risk or the PAX. Non negotiable. This is where the media will have a field day with. Car Seats , no stopping , bus stops , speeding, seat belts etc etc.
  • If anyone does not comply we can cancel the fare and report why. Yes it takes time however Uber will back you.
 

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Discussion Starter · #18 ·
Newbs
It is easy you have to be accountable. I know its like swallowing glass but this is what you do its simple.
  • Keep a small notebook and pen in your car.
  • If you ever cancel a fare and its contentious, during breaks you keep a note on why you canceled. ( Road Blocks, Rude Drivers, Wrong Addresses) You dont need to record everyone just the ones you remember that could be an issue.
  • If you ever feel unsafe or have been made to feel unsafe in the car YOU MUST report this. You must send a small message to uber in the feedback page. Let me tell you PAX that do the wrong thing get removed quickly. I know this as CABs have told me they do ex UBers.
  • Uber will give you a date of the incident. Reply by email in point form thinking about every ride. Just go through as much as you can and keep it brief.
  • If this helps remember this, we can not do anyting that either puts our safety at risk or the PAX. Non negotiable. This is where the media will have a field day with. Car Seats , no stopping , bus stops , speeding, seat belts etc etc.
  • If anyone does not comply we can cancel the fare and report why. Yes it takes time however Uber will back you.
Sage advice Waingro, thanks. The thing is I have had no such passengers in the past couple of weeks and certainly none with any disabilities. It's all very confusing.

I've read it.

It has the usual copious amounts of meaningless platitudes and condescending drivel we can expect from the UBERBOTS.

EG "We greatly appreciate you raising this kind of incident as we do not tolerate these actions." Ummm What incident did you raise that they do not tolerate ??

How much of the story got misterpretted by the 3 UBERBOTS in this dialog. Do you think they all read everything about the incident - it's just another case of Chinese Whispers.

I've had long written dialogs with these UBERBOTS and in many cases when I refer back to something another UBERBOT wrote in same dialog they hadn't read it.

These incidents do bad things to your blood pressure and mental health. Whenever UBER asks about how they are doing in the drivers app I give them 1 star and list the numerous reasons why. No response or acknowledgement.

I suggest you take some time off to re-group. Going out and chasing lost earnings may cause you to drive longer hours and make some bad decisions jeprodising your safety and long-term well being.

Take Care
Thanks for the support Hugh.
 

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So, I got a message from Uber early on Monday morning saying that my account had been deactivated while they investigate a rider complaint. In the meantime I was to re-read their anti-discriminatory rulings and confirm to them that I had read it.
I duly did this and somewhat confused enquired as to the nature of the complaint. I have been driving for 8 months have a 4.92 rating, over 500 5* rides, dozens of compliments and no complaints. I have certainly never discriminated against anybody knowingly and never would.
They advised me that they could not tell me what the complaint was due to confidentiality reasons.
I drove to Concord to chat to them about it but the local guys were not able to tell me anything but said they would escalate the issue and that somebody would call me that day to get my side of 'the story'
The next day still no call, and still deactivated. Several hours and emails later I get a message saying that I had been reactivated, but if there was ever recurrence of the issue then I could be permanently deactivated. I still had no idea of the issue and was not able to tell my side of a story that I did not know existed. I said as much and in no uncertain terms made it clear that I thought the way they were treating me as a partner was disgusting. I requested a phone call to discuss the issue. A couple of emails later they say they will call me to discuss the next day (today) and when would be convenient. I say before I start driving at 7.30 or after 5pm when I finish (I don't normally do full days but I had 2 days of lost cash to make up which they had already said they had no intention of compensating me for even when I was proven to be in the right). So they respond and say they will call during business hours and that I should have my phone with me at all times.
They called at around 12.30, I was in the Bondi area and had just dropped off a pax. I pulled over, went offline and took the call. Yes, I got a call from UBER I should be grateful.. but it gets worse.
Uber Guy ' Do you want to give me your version of the events around the incident'
Me : 'Of course , which incident are you referring to'
UG: I can't tell you that for confidentiality reasons
Me: Then how can I give you my version of events - what was the complaint, when was it, where was it, who made it?
UG: I can only tell you that it was something to do with discrimination and it was in the past 3 to 8 days.
We then went round in circles for about half an hour him reading a script about confidentiality and protocol, me speaking common f*ing sense about my ability to give information when they won't tell me what information they want. I still have no idea what they are referring to, but he seemed to indicate it had something to do with disability. I have neither driven nor refused to drive any passenger with a disability in at least 3 months.
Then, and this is good, he says that there is a way of getting the information that involves going through their legal department and its a simple process and he would email me the details. Bugger that, I told him to email the details while he was on the phone and not to hang up until I'd read it and discussed it with him. To his credit he did just that.
The process he proposed is that I get the local police to file a request on my behalf for the information about what I was being accused of. However on reading through the information for the police it says that they need to supply sufficient grounds that the information is needed for legal purposes AND that they need to provide specific details of the incident. Good luck walking into a police station and asking for that when you have no idea of the incident or what they are even investigating.

If you've read this far, thank you, we're nearly done.

So having got nowhere with the guy on the phone I ask to speak to his manager, after a few textbook stock answers and him realising I wasn't going anywhere he acquiesced. I get the manager.. she hangs up on me within 10 seconds. I get an ISSUE RESOLVED message a second later.

I should probably just let this go I know, and I probably will and less it gets escalated further. But how the bloody f*$k can we as drivers be treated with such disdain by the company that gains to call us partners. I'm disgusted by the contempt shown here. I do not take the complaint lightly, if I have offended anybody then I am deeply sorry but I need to know the details of the accusation, I will then willingly offer an apology or whatever is necessary if applicable. Its undermining me as a driver who is just out there doing his best and generally doing ok, its also undermining me as a person to be treated this way.

I'm back driving, with a bit less gusto, and I doubt any more will come of this but I wanted to get this off my chest because nobody else will listen. And I'm curious whether anybody else had similar issues and if they were to get any greater clarity in the situation.

Surge on.
I'm pleased your issue has been resolved.
 
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