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Anyone working for Uber? horrendous CS experience

2 points by avgDev ↗ HN
I have been trying to get an issue resolved with Uber for 3+ months. I am absolutely not getting anywhere. I cannot book rides at all. The responses are upsetting.

The issue: I haven't used the app very much but have more use for it now. About 5 years ago I booked a ride, it went fine, but for some reason payment did not go through. I did not see any notifications. No big deal, I'm happy to pay it. Here the problem starts. The app tells me I have an unpaid ride but when trying to pay it, app says I don't have any unpaid rides. Customer service also tells me I don't have any unpaid rides.

I tried using https://uber.com/arrears but also told no unpaid rides when I try to pay for it. I have tried multiple cards.

I have submitted screenshots showing the unpaid ride, but in response to that CS just sent me a generic "your account has been compromised and reset password" email.

They are absolutely 0 help and keep sending me what appear to be generic responses.

I have never experienced such poor customer service. They promised to escalate but nothing. I reached out through facebook and still getting the same poor customer support.

Is there anyone at Uber who can help?

7 comments

[ 5.2 ms ] story [ 18.3 ms ] thread
hilux
I'm missing something.

If you don't have any unpaid rides (according to Über), what seems to be the problem?

avgDev
The app says I have an unpaid ride and prevents me from booking rides.

I have submitted screenshots of the issue to CS. I am getting a message telling me I have an unpaid ride.

Edit:Read the post again and corrected an error :)

hilux
Have you tried tweeting CEO dara khosrowshahi @dkhos ?

Something really basic:

Can't use Über. App claims "unpaid ride," but @Uber_Support can't find the payment I owe. Please help me ride Über!

avgDev
Don't use twitter but I guess I might need to.
towndrunk
Have you tried deleting the app and reinstalling? Seems like an issue on the app side if CS says you are good to go from the backend billing.
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(comment deleted)
Two4
The Uber app is a well-dressed, well-cached thin web client. It's doubtful as to whether this would be linked to local app state, but also I'd imagine reinstalling would be one of the first things tried by support.