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TECH INSIDER
Uber just tried to bury the hatchet with angry drivers -- but it dug a deeper hole instead

BIZ CARSON
FEB 17, 2017, 10:20 AM
Uber hasn't had the best relationship with its drivers, and its latest effort to try to appease some of their concerns went badly awry.

On Thursday, Uber's president of ridesharing, Jeff Jones, held a Q&A on Facebook to answer driver questions. By 10 a.m., there was already a backlog of more than 100 questions ready to be answered, ranging from concerns over Uber taking increasingly larger shares of the fares passengers pay to safety concerns about riders in rural places.

This was Uber's chance to show how much it's finally addressing the needs of its drivers. Yet, to say it didn't go well was an understatement.
Instead of coming off as a company that was listening to its drivers, Uber's president simply parroted back its own help center articles and blog posts, angering drivers in the process.
individual and pointed questions by responding with corporate platitudes to general themes like UberPool and driver ratings.

For example, when it came to discussing rider behaviour, he pointed to the recently updated community guidelines rather than addressing genuine ideas from drivers in the comments about sending negative feedback to riders when they're rated below three stars by drivers. Instead, Jones boilerplate response was followed by a link to Uber's legal page of terms and policies.

Jones only responded individually to 12 questions during the Q&A, with four of them being questions about whether the Q&A had started. After 30 minutes, he called it quits saying the "time had flown by" despite earlier promising to spend a full hour answering questions.

It's a stark contrast to other CEOs, like Airbnb's Brian Chesky, for example, whoput a call out for ideas for Airbnb on Christmas and then responded individually to nearly every one - even the bad ones.

Uber says it's "listening" in that it is reading the comments from drivers and giving them a forum to voice their concerns. But by failing to do the "answer" part that's generally associated with a Q&A, Uber only proved to alienate the drivers it depends on.

"The ONLY thing you made clear to the majority of us is that you don't have ANY productive answers," one driver wrote. "You made it crystal clear (if there was any doubt) that Uber does NOT care about it's drivers."

Source:
www.businessinsider.com.au/uber-president-jeff-jones-holds-disastrous-qa-with-drivers-2017-2
 

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Breathtakingly f*+#ed up response to driver's real issues that shows that Uber doesn't even acknowledge that the issues are real. Jellyback Jeff Jones got in such a tizzy during this engagement with the real people who use their cars (or slave in those of a "separate" company) to generate his salary that he couldn't deal with them for an hour, cutting this short to 30 mins.
 

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Breathtakingly f*+#ed up response to driver's real issues that shows that Uber doesn't even acknowledge that the issues are real. Jellyback Jeff Jones got in such a tizzy during this engagement with the real people who use their cars (or slave in those of a "seperate" company) to generate his salary that he couldn't deal with them for an hour, cutting this short to 30 mins.
I have to say it reminds me of the webinar a year ago when Melbourne Uber cut the rates by 15%.

As previously posted, when I asked what impact a similar cut had had in Perth and Brisbane he told me it was an 8% increase in driver income.
 

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LMAO, Uber would F up the making of a cheese sandwich.
Yes, they would reach out to the cheese, ask it if it wanted to go in between two slices of bread, put it in anyway after reducing the cheese by 50% and then charge it for every minute it was between the two pieces of bread. If the cheese had any real issues, it would refer it to a gherkin processing plant in Lithuania.
 

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Breathtakingly f*+#ed up response to driver's real issues that shows that Uber doesn't even acknowledge that the issues are real. Jellyback Jeff Jones got in such a tizzy during this engagement with the real people who use their cars (or slave in those of a "separate" company) to generate his salary that he couldn't deal with them for an hour, cutting this short to 30 mins.
....Thanks for reaching out.....
 

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They could do 3 things that wouldn't cost them a dime and really improve driver moral:

1. In-App tipping option
2. Increase per mile rate by 25%
3. Cap the number of drivers in cities to prevent oversaturation

Done!!
 

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They could do 3 things that wouldn't cost them a dime and really improve driver moral:

1. In-App tipping option
2. Increase per mile rate by 25%
3. Cap the number of drivers in cities to prevent oversaturation
Great ideas theamp18, tipping is not as culturally significant here in Australia but just love the idea of having it there
 

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Great ideas theamp18, tipping is not as culturally significant here in Australia but just love the idea of having it there
Before Uber it was basically unheard in America to not tip your driver. To be honest, I hate the tipping culture here, but it is what it is.
 
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