GetHuman-dcampb's customer service issue with Uber from September 2018
Help with my Uber issue
The issue in GetHuman-dcampb's own words
Get online ... I just wasted an entire evening trying to get online ( NO help from Driver (NO) Support. I tried to go online and it wanted a "selfie". I took it and the Facial recognition failed to match it to my file picture. The "system" de-activated my account, wouldn't let me sign on and said to contact support. So, I called "Driver (no) Support. Waited on hold for ** minutes, then connected with a person called "Warren". He had NO CLUE about the problem and kept trying to read a script that had no bearing on the issue. After ** minutes of trying to get him to understand that the problem was NOT in my phone, I finally insisted on speaking to a supervisor, which took an additional ** minutes. After being on the phone for one hour and fifteen minutes, I was finally connected to a female supervisor named "Isia". After fifteen minutes of being jerked around, she finally admitted that she didn't know how to help and the it would be referred to the "Technical Team" which would try to resolve the problem in ** to ** hours. Has anyone else had this level of non-service ? Wasting my time for an hour and a half is as unacceptable for me as it is for you. Being on hold for ** minutes is less than unacceptable. The simple fact that your "driver (NO) support" people re only reading from a script and don't really understand either the program or sufficient English to be able to effectively communicate. I had to explain to him * * times * what the problem was. He kept going back to his script to tell me it was a problem in MY phone, rather than an issue with the Uber system (which it was). He tried to tell me he wouldn't help unless I deleted EVERY app on my phone and any and all pictures. Again, unacceptable. Is this really the way you want to handle "driver Support" ???
blindly following a "script" doesn't work
Fix the problem with the facial recognition software, Fis the issue with untrained unknowledgeable "support" people. Get enough support personnel so there isn't such a long holding time.
Look at my activity for the past * month*. *** trips ** compliments
I tried to find a phone number for the corporate office....but eventually I WILL find that, too!
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