Uber’s customer service is comically bad
I recently contacted Uber because the app wasn’t letting me book rides using my new credit card. What followed was a set of shockingly bad responses.
This went on for a few more rounds after which it became too painful to continue the conversation.
Uber as a product and company are impressive for so many reasons. But its hard to comprehend the total lack of effort here, especially given that this issue directly impacts their revenue.
I don’t blame the reps (if in fact they were real people). I’ve worked in customer service myself and this points to misaligned incentives (e.g. customer service staff only assessed on the # of tickets they resolve). Or perhaps just a culture where individual customer experience is not really valued.
Either way — I really hope they can get their house in order.