While I do suspect that he might not have paid close attention to warnings of surge pricing (I'm an avid Uber user, and I've always known if price is surging), I do think he is right to be irritated at the company's lack of response. Even if what he's claiming is totally false, there's a good chance he fully believes in his side of the story, whether out of malice or honest misunderstanding, and Uber should treat this as an opportunity to reacquaint a user with their service, rebuild a relationship, and minimize any possibly damaging PR.

The lack of customer support is a problem with many of the software-eating-the-world startups, one that I think will hinder wider adoption. When you're automatically charging customers variable prices for services of variable quality that often deal with your safety or personal property, you should probably provide customers with effective recourse.

This is not the first time I've seen people bring up Uber's plain shit customer support. In fact, I've had my own problems with them as well to justify that bold of a statement.

Back in the fall of 2013 a cab driver charged me $30 in Chicago instead of what the meter said (which was around $8). After this happened, I had contacted Uber support and they merely gave me some automated style response saying there was nothing they could do because the city sets the cab pricing. First off, they treated me like I was an idiot with a response like that. Of course I knew the city set the rates, that wasn't the issue I was contacting them about. Secondly, they completely ignored my problem all together. I wasn't complaining because the price per mile was higher than UberX or something like that. If I had, what they sent would have been a perfect response. But no, I was complaining because the cab driver down right stole money from me, and there was nothing I could do about it. They could clearly see in the receipt that the time traveled, distance, etc. could have no way in hell been worth $30 that I was charged. In fact, it was a cab ride to work so I had plenty of other receipts that showed it was typically around $8-10. So, like OP, my support ticket was marked "solve" and I was duped $20, and never contacted again (even after I replied trying to further explain my problem). It was after this that Uber always left a bad taste in my mouth. It was a straight slap in the face to me (the customer) by Uber.

We got charged $130 for a ride that was only 6 blocks away but ended up taking 15 minutes during surge pricing in Los Angeles. Ever since that experience, I've switched to Lyft and been pretty happy with them so far.

There have been reports that Uber has an internal website only for drivers that advertises "More surge pricing than Lyft, etc if you switch to us!" or something along those lines.

They are clearly advertising that they will make sure that there are more surge pricing opportunities and this seems to be the result of that kind of attitude.

EDIT: Seems like I'm being downvoted by a bunch of Uber employees, but unfortunately the downvotes won't really accomplish much. I'm not stating any wild opinions. Just facts and reasonable assumptions.

I've referred thousands of users to Uber and managed to earn over $100,000 in credits. I was only able to use $40,000 worth until they suspended my account for reasons unknown. I've been trying to contact their support for weeks now and like OP, they always ignore my messages and mark my case as "solved". Uber is fraud and more people need to know this.

To me, the only issue in this scenario is that Uber didn't show the author surge pricing before confirming the ride. For what it's worth, the app has always warned/informed me of the price hike before I confirm the pickup (though I've only started using the app in the past two months, and this was written in December of 2013.)

If you paid with your credit card, you can always file a chargeback if the pricing was unclear and customer support was unresponsive. Better yet if you paid with your AmEx.

"surge pricing" or not, does no one question how a glorified taxi ride can cost $350+ for just 14 miles? $25 a mile? In what world do we live that we can find people who are willing to pay a dinner per mile?

Surge or not, they would lose me as a customer over something like this. That is an obscene amount of money for a glorified taxi.

Luckily, I've had great experiences with Uber. Only once did I give a low star-rating, and they contacted me and adjusted the fare because of it.

I'm living in Moscow, Russia and, despite all the bears lurking in my neighbourhood, we have Uber here too. I'm frequent user of Uber, riding at least five times per week. Yes, sometimes, like once in two weeks I see their surge pricing thing and it is usually Friday, 3pm. Which is rather strange, considering that all Muscovites finish their jobs on Friday at 5pm-6pm earliest.

As for the user support - I would say it is just excellent. At least here in Russia. Once I had a ride with a driver who forgot to turn on the meter. When I received the receipt, it showed very different route from the route from my office to my home. I marked my experience with two stars and gave a "Wrong route" reason. Next day I got an email from Uber support person, explaining the problem (forgotten meter). The also gave me a rebate in amount of 30% or my ride.

So, I'm not considering them as evil, even despite they ruin gypsy taxi business.

Its unsurprising. I cant understand why anyone would use an unregulated taxi company. Predatory surge pricing is part of the reason taxis are regulated. Safety for the customer being the other large reason.

Forgive my ignorance, but this guy must have specifically typed in the 3.75x multiplier before his ride was ordered. How can you complain about such things when you so implicitly agreed to it?

The lack of customer service really is the crux of this article (putting aside the issues surrounding whether surge was agreed to or not).

On one hand, I can appreciate that Uber doesn't want to provide a 'service level agreement' when the service providers are third parties (the taxi/car driver).

On the other hand, not helping someone resolve an issue (that is well more than trivial) is worrisome.

Much has been said and promised of Uber (yes, I use it and love it). However, this could well be another example of a company that scales quickly promising a level of customer service that simply can't scale (either operationally or financially). The real question is how many repeat customers Uber has over time. Buying once is nice, buying everyday is what they need.

I just checked my history and I have had 44 Uber trips in a variety of cities since 2012 and have not had a single negative experience. Am I just lucky? (not trying to be sarcastic, honestly curious)

Not to detract from this individual's experience, but a close friend of mine was given money back when her Uber driver didn't take the most efficient route. This happened two weeks ago and the kicker is that it was completely unprompted by her. She was happy with the service she received and they emailed her to refund her money she hadn't asked for. She's now sold on Uber, Lyft, Sidecar, et al.

$357 is completely exorbitant. My longest Uber ride was to the airport. A black car picked me up and drove the 30 or so miles and it didn't cost me more than $100. I can't fathom why the ride in this posting was as expensive as it was. My experience and that of my friends has been exceptional.

On a totally off-topic bit. After reading that page I have horizontal bars all across my vision when looking at everything else.

Pure white text and pure black background seems to cause trouble like nothing else.

A while ago my Uber account got banned when I had to leave for a flight at the SJC airport. I wasn't able to contact customer support or even get in touch with someone till almost 3 days later, after various tweets. Really disappointed in how they treat their customers. They also asked me to send pictures of my Drivers License and Debt Card over email to unfreeze my account for no reason. Luckily, I caught a Lyft. Uber needs to work on this.

1. People use rap genius as a blogging platform? 2. I have never, and know none who has ever, taken an Uber during surge and not been notified about it.

The options are i) Uber maliciously doesn't notify some users of surge ii) There was a bug which caused this user to not be notified of surge (locking in rate after clicking confirm), iii) this guy is full of shit. iv) something i haven't thought of.

I've never used Uber (not available in my city). Are surge prices not reflected accurately in the app when booking a ride?

Glitch in the system? If there was no known reason for the surge pricing (not New Years, not bad weather etc) maybe he was not notified beforehand of the surge pricing because it shouldn't have happened in the first place?

I think there is room for a company offering lower fees.

Someone is angry they didn't read their dialogs close enough.

> Oh, they're real alright, buddy.

What's real alright? That quote is completely unrelated to the rest of the article.

I won't even go into caring what the BBB thinks. This article doesn't seem to be well-put-together.