Dara Khosrowshahi*UBER CEO**In opening, I fully understand that I would not have a dire...
GetHuman-jwbonann's customer service issue with Uber from October 2018
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The issue in GetHuman-jwbonann's own words
Dara Khosrowshahi*UBER CEO**In opening, I fully understand that I would not have a direct response to this letter from you, but I am hopeful, and praying, that you have established some line of authority within your company that someone will read it, take interest, and pass on the information to you.**I am taking you at your word, that since you have moved into the CEO position of UBER that you have honest intentions of moving the company forward from the previous management team, and I believe that the efforts that have been made to establish some sort of relationship with your drivers over the course of the last year appears to have been fruitful up to a point.**If by chance, you will*or will read this letter, you will probably shake your head and whisper “unbelievable” how something as trivial is this should be taking not only my time but your time or the person reading this, that person(s) time.**I have been driving for you were on a subcontract basis for more than two years, having logged **** trips with a *.**-star rating. I do not rely on this income to sustain my lifestyle, which is something that needed to be said to establish a foundation for what had occurred on September **, ****.**On the aforementioned date, I purchased a **** Infiniti QX**, to replace the **** Infiniti QX ** which I have been driving since I had signed on with UBER. Thinking that I was doing UBER were a favor by enhancing the value of a vehicle that will carry their brand, I have had nothing but frustration in getting this vehicle online with UBER.**Today, October **, ****, I spent most of the day, which included at least four phone calls trying to get the situation corrected.**I have been stonewalled in just about every instance. **When I first checked online, I found that the color was missing as well as the inspection report and that my **** was still listed. The color is not material but when I called (support) I was told that I needed an inspection report. I questioned this as when I initially signed up with UBER I did not have to get my car inspected for ** days. Nevertheless, I stopped what I was doing and went, and an inspection report prepared which I submitted.**In checking back, I found that the **** was deactivated but the **** was not because the inspection report did not have a date down in the lower right-hand corner regardless of the fact I dated the document after my signature. This was excuse **.**I sent a second Inspection report with the date noted where it was missing the first time. This time I was told that the document was rejected because the “vehicle year” (****) was missing, again missing the fact that the year **** was clearly noted under “Vehicle Model” (**** QX**)*Excuse ****Calls *,* & * Nothing more was giving as to way I could not get “online” with my car other than to say it would take * hours to approve,**I have emails to this effect.**My last call, (********) is sort of unreal. The support person, acknowledged that what I had submitted (* times) was correct but now the latest excuse was that my name was not noted on the inspection report (unbelievable) your support person was equally socked with this when he saw my name clearly**After each call I waited a reasonable period of time, to go online and still found that I was not able to get any trips because of the vehicle not being eligible for our city. **Further frustrating this issue is that you have not established a line of communication in order to get to people who are in a position of making decisions, involved. Your first line people have acknowledged that I’ve done nothing wrong, done everything in providing the appropriate information but they cannot do anything because you have some individual not doing his job in reviewing the documents and releasing the car for use. **If the above does not get your attention maybe the following will. I keep records of my trips. Not because I have to, but I like to fool with numbers and statistics. Since ****** I have logged in *** trips including rider cancellations (which have been paid). Based on our Agreements which are that the driver is to receive **% of the fare less the booking fee, I show that since the beginning of the year. I have received $***.** more than due. I have heard that UBER has **,*** drivers, worldwide, if I am correct in my calculations this represents almost $*M in overpayments.**I say this, because, if true, represents the quality of your people in running the business. In other words, you people do not know what in the heck they are doing which goes along in trying to do something as simple as putting a new car into service.**FYI, this was started yesterday (********) and the problem is still existing. I am getting ready to make my eighth, that is right, eighth (*th) call. I will say that the first layer of support recognizes the problem but lack the authority to do anything about other than send an email up stream to some unidentified person and hopes it results in a problem solved. **The only course that was*is open to me is to renter all of the information (Lic Plate, Registration, Insurance and inspection report) for the old **** Infiniti as well as the **** Infiniti and add a second **** Infiniti, hoping that your computers will do something right a get me a car to drive in Fayetteville, AR. I probably messed everything up by doing this , but how much worse can it get.**At this time, I have already missed the Arkansas football game traffic, thank you. I had envision going into next week before this is resolved. I am wrong, I just checked, and found that I now have three vehicles listed, two of the three, work.**I am not going to find out why or get this matter straighten out. Two days, TWO BLOODY DAYS, to get back on line.**When you took this job, you promised better, here is a chance to see if that is what you really want to do.**Regards***J. W. (Joe) Bonanno****-***-*****JWB*****@***.com
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