Joined
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274 Posts
Just sent this message to uber support. Have at it.
Please forward the below message to your Uber American support concierge. Court if possible assisted with my last concern. (415) 569- **** is her desk.
I wanted to put this all in writing so I can be sure it’s communicated very clearly.
You can see I messaged in about this 10:52 trip above.
As you can see, ManasS gave me your standard: a copy and paste response condescendingly explaining how uber works.
Despite clearly stating in his message that I get a cancellation fee if “a rider cancels on me after the 2 minute grace period”, ManasS still *apparently* reviewed the trip and decided a cancellation fee didn’t apply. This clearly was wrong. I spent 3-4 min driving to the rider. I was well on my way. The rider canceled. I get a cancellation fee for that. Your system did not automatically apply it. Your system, despite your continual claims, frequently does NOT automatically apply it. You make mistakes. Frequently.
So your system made the mistake. Then Manas made the mistake. Then I called Uber support.
Somehow I got connected with Adam (longer French name) in Casa Blanca. I spent 25 minutes arguing with Adam as he continued to insist a cancellation fee did not apply. He continually stated that it has to be 5 minutes. This is not the first time I’ve had this EXACT same situation. Your support technicians seem to get confused with the 5 minutes we must wait at a pickup to cancel on a rider. The language is very clear that for a rider to cancel on us, they must do it within two minutes or we get a cancellation fee.
I continually quoted the above message to Adam. He continually argued that I was wrong. He directed me to Uber’s help website. Finally on there I found the exact same message as this with even stronger language confirming that I was correct.
Adam STILL refused to admit he was wrong. After 30 something minutes on this, I finally was transferred to a colleague of his (soshan?).
Soshan was apparently more capable and quickly agreed that 2 minutes is the ticker for us to get a fee on pool and uberx if the pax cancels on us while we’re on the way.
Finally, I got my cancellation fee for this ride above.
This entire process took a phone call that lasted over an hour in addition to the support thread above.
For their incompetence Soshan offered me an additional $5 and said it was the most he is authorized to give. This amount is quite frankly insulting.
The minimum wage I’m sure you’re well aware of and you somehow skirt around (although not for much longer). But this phone call I had to pull over for at 1am ended up being an hour that I couldn’t drive. It also ruined any chance of making my $105 quest this weekend that I intended to pursue until 4am. And I got paid $5 for the hour (not counting my expenses).
You are welcome to listen to the phone call in its entirety. In fact I encourage it. I was promised an email/callback from a supervisor on the American uber support team.
I would like at the very least to be given my $105 quest for the weekend.
This feels like the kind of story that would play very well in the press about the continual gross incompetence of Uber as a company, how neglected its drivers are, how gut-wrenching and tooth-pulling of a process getting appropriate compensation is, etc.
I’ve had it up to here. I will state that very clearly.
Your support experience is designed to make drivers quit in submission and give up on compensation they deserve. It is insulting beyond belief and an absolute mockery.
I would like it to be made VERY CLEAR to all support technicians that the time is TWO MINUTES for riders to cancel on us. I would like to be compensated for this outrageous ordeal. And I would like a response and apology for you treating drivers with such disdain.
Please forward the below message to your Uber American support concierge. Court if possible assisted with my last concern. (415) 569- **** is her desk.
I wanted to put this all in writing so I can be sure it’s communicated very clearly.
You can see I messaged in about this 10:52 trip above.
As you can see, ManasS gave me your standard: a copy and paste response condescendingly explaining how uber works.
Despite clearly stating in his message that I get a cancellation fee if “a rider cancels on me after the 2 minute grace period”, ManasS still *apparently* reviewed the trip and decided a cancellation fee didn’t apply. This clearly was wrong. I spent 3-4 min driving to the rider. I was well on my way. The rider canceled. I get a cancellation fee for that. Your system did not automatically apply it. Your system, despite your continual claims, frequently does NOT automatically apply it. You make mistakes. Frequently.
So your system made the mistake. Then Manas made the mistake. Then I called Uber support.
Somehow I got connected with Adam (longer French name) in Casa Blanca. I spent 25 minutes arguing with Adam as he continued to insist a cancellation fee did not apply. He continually stated that it has to be 5 minutes. This is not the first time I’ve had this EXACT same situation. Your support technicians seem to get confused with the 5 minutes we must wait at a pickup to cancel on a rider. The language is very clear that for a rider to cancel on us, they must do it within two minutes or we get a cancellation fee.
I continually quoted the above message to Adam. He continually argued that I was wrong. He directed me to Uber’s help website. Finally on there I found the exact same message as this with even stronger language confirming that I was correct.
Adam STILL refused to admit he was wrong. After 30 something minutes on this, I finally was transferred to a colleague of his (soshan?).
Soshan was apparently more capable and quickly agreed that 2 minutes is the ticker for us to get a fee on pool and uberx if the pax cancels on us while we’re on the way.
Finally, I got my cancellation fee for this ride above.
This entire process took a phone call that lasted over an hour in addition to the support thread above.
For their incompetence Soshan offered me an additional $5 and said it was the most he is authorized to give. This amount is quite frankly insulting.
The minimum wage I’m sure you’re well aware of and you somehow skirt around (although not for much longer). But this phone call I had to pull over for at 1am ended up being an hour that I couldn’t drive. It also ruined any chance of making my $105 quest this weekend that I intended to pursue until 4am. And I got paid $5 for the hour (not counting my expenses).
You are welcome to listen to the phone call in its entirety. In fact I encourage it. I was promised an email/callback from a supervisor on the American uber support team.
I would like at the very least to be given my $105 quest for the weekend.
This feels like the kind of story that would play very well in the press about the continual gross incompetence of Uber as a company, how neglected its drivers are, how gut-wrenching and tooth-pulling of a process getting appropriate compensation is, etc.
I’ve had it up to here. I will state that very clearly.
Your support experience is designed to make drivers quit in submission and give up on compensation they deserve. It is insulting beyond belief and an absolute mockery.
I would like it to be made VERY CLEAR to all support technicians that the time is TWO MINUTES for riders to cancel on us. I would like to be compensated for this outrageous ordeal. And I would like a response and apology for you treating drivers with such disdain.
