There have been a lot of complaints about Uber's support services for drivers. So many drivers complained that they couldn't get a response, so Uber changed their service policy and upgraded it. Now Uber has outsourced its phone support system, as most companies do, and has still got a few wrinkles to iron out.
Here are a few tips to getting a response.
Contact
There are two ways to Uber customer service, either phone direct or use the app.
App Calling
- Click on the phone icon (upper right-hand corner)
- Click on "Help" option
- Click on "Speak to an Agent" that appears in the pop-up.
- Then after you receive a prompt that will ask you if you want to place the call, you click "call."
Direct Calling
- Dial +1 800 593 7069
- If you are driving, then you use the "Siri" or "google voice service" and state "Call Uber Support."
The Support Service
You have dialed and received an automated transfer service that makes you decide which support service you need. After spending about 30-60 seconds to get through the selection process, you are usually answered immediately.
Sometimes you will have to wait, and the answering service uses a pre-recorded message that loops back every minute. The frustrating part is that it sounds so real, you end up saying "hi" every time you hear the voice start a new loop.
The BPO (remember these letters, they stand for Business Process Outsourcing, which is a fancy title for overseas call centers) is in the Philippines since English is the second official language taught in schools and the wages are still low enough to attract US business. Drivers will not need to worry about language issues since the service representative understand English and the Uber system very well. Also, call operators are required to return to the service that the driver request just to be sure that they heard it correctly, so there will be no confusion with the result. Sometimes the accent can be hard to understand, but most drivers should be OK with the conversation.
Tickets and Follow-Up
One of the main missing features is the absence of ticket numbers, a way to recognize and follow up a support service call. This is an issue because other than the driver recording the message; there is no recording of the call or specific request. This is highly important, since a support person reply is an official reply from the company, so if you asked a critical issue question, such as "can I carry a concealed firearm?" and the support representative answered, "Only if its legal where you live." And you did carry a firearm, and you did use it for self-defense and you were de-activated by Uber for life, you have no proof that a company official representative in fact sanctioned the use of the firearm.
Another issue with ticketing calls is for multi-part requests, where the driver asks about some issues and will not remember everyone. The use of a ticketing system with an immediate e-mail or in-app response will provide proof of all requests being discussed and also make the driver's life easier when needed to follow-up on requests.
Do they answer?
Sometimes you might get a response that either does not answer your question or cannot answer it will open a ticket, but it is an empty ticket, there is no content, they will only state a general title such as "this is your ticket about Quest, " and no details added.
Better or worse than the App?
This has a mixed answer. The support service is not as good as the APP FAQ and Help site. However, if you do get an answer and it is sufficient, for some psychological reason hearing it from an official source makes it more acceptable and understood.
Regarding policy questions, it is sometimes better to read all the literature found online. Sometimes certain nuances about the different ride services a driver gives can confuse the call operator. Remember, the call operator has no driving experience, their knowledge of the subject is not ingrained, they do not speak the language and nomenclature as fluently as a driver. Therefore, they are merely reading texts from knowledge, a sort of "you are too lazy to read the FAQ so we will read it for you, response."
Another typical example of receiving a wrong reply is when asking about Pool rides, one driver called up the support service and asked whether a pool ride is one ride or separate rides and received the wrong reply that pool rides are one and not multiple. Why is this wrong, if you read the FAQ you will find out that each pickup is a ride counted for Quest. However, the driver was also wrong, it's not just the subject of the question that counts, but how you ask it. Had the driver asked "Are pool pickups considered one ride each for Quest?" would elicit a correct response. As far as the service people were concerned the question was if one pool ride was a single or multiple rides, which of course is self-answered, its one ride made up of many passengers and not a number rides based on the number of passengers. Do you see the difference?
Conclusions
Uber phone support can help with issues that a driver is uncertain of after reading the FAQ or help site. Don't call to get a quick answer before you have read up on all the literature. There are no quick ways to knowledge, and the FAQ will explain more details about the question, giving the driver a greater insight into the logic behind the answer. The other issue is how to ask the question correctly, make sure you understand that you have to explain the question very carefully to get the right answer.