Uber has among the worst customer support policies I have seen - but alas they are a monopoly and there's no end in sight. I think they should be regulated.
Recently, I raised an issue when I got billed twice for the same ride. In India, they have no phone support, just email. Instead of checking transactions on their end, they wrote back to me asking me to submit my bank statement so that they can verify. I was quite surprised that customer support could just ask for people's bank statements.
In the US we have Lyft, so not quite a monopoly. Possibly an oligopoly though. I'm building an app that pits them against each other on price to promote a competitive transportation market. In some countries Uber does have a monopoly, or has been kicked out in favor of a different monopoly...
Good luck. You aren't the first to try this. Uber's terms of service expressly prohibit displaying their prices next to a competitor's, and they've sent their lawyers after anyone who has tried. You don't make money as a marketplace by competing in the market for marketplaces -- you do it by being the marketplace and charging the rent that the market will bear.
Not well. It gives price ranges like "$6-$10", and with many short rides having price differences of $1-$2 its not actually useful for comparing Uber and Lyft. Plus their fare prices are often flat out wrong (as they cannot factor in account specific factors), and they link you into the native app to actually call the ride.
I had the opposite experience. Uber has customer support built into the App. I was also billed twice and just followed the instructions in App that created a ticket. Got my money back in 2 days.
Same thing in my case. I had a few mishaps - one guy didn't terminate the trip once I got off, so I got overcharged, another failed to pick me up to begin with (!), but started a trip anyway, etc. In every case the issue was financially resolved in terms of hours.
yes, but the Ola app (last I checked) required access to all your emails and SMS messages and didn't function if these are not granted.
When one of my friends contacted customer support he was told " but all your data is safe with us, why are you worried?"
(this was some time ago, I don't know what the status is today)
At the very beginning of Uber it was the inverse, their customer service was top notch. I would reply to a receipt saying the driver took a longer route for instance and they would reimburse me. Now their customer service is basically inexistent.
I've found the same to be true for Uber Eats. If my order is wrong, they give a full refund no questions asked (and a meal is typically $20-25). And orders get messed up a lot (maybe 1 out of 5). Even something as small as missing ketchup, I'll get half off.
Thre's Ola and they have a fairly decent network. Though in Customer Service they are about the same. In major cities you also have competitors like auto rickshaws, buses and the like. They are nowhere near a monopoly.
Recently, I raised an issue when I got billed twice for the same ride. In India, they have no phone support, just email. Instead of checking transactions on their end, they wrote back to me asking me to submit my bank statement so that they can verify. I was quite surprised that customer support could just ask for people's bank statements.