Uber Bangalore — Poor Customer Service and Lack of action after multiple complaints

Address:560016
Website:www.uber.com

On 18th aug '16, 5:30 pm, I booked a direct Uber cab in Bangalore from Whitefields, EPIP area to Vikram Hospital, Cunningham. On the way, when our vehicle was near the KR Puram Hanging Flyover underpass, a truck passed by our car and the mirror of the car broke. The driver stopped his vehicle on the middle of the busy road, quarreled with the truck driver for 10 min. I waited. After that he stopped the vehicle near a shop there, and stopped the trip and asked me to book another cab. It was already 6 pm by that time and no cabs are available at that time on that busy road. The driver also halted at a place where no conveyance is available. I asked him to call Uber Bangalore customer care and asked them to book another cab for me. The driver bluntly replied they don't have customer care contact. I asked him then what is the whole point of having a customer care if they cannot do anything about adhoc situations like this. When I shouted at him for the same and forced him to do something, he finally called customer care and the customer care people asked him to cancel the trip as I can't hold him for payment as it was paytm payment. And left me on the busy road helpless. Please note that I was going to the hospital as my father was hospitalized and this was an emergency situation where your driver and your customer care behaved like this. Even if it was not an emergency situation your drivers and custcare should behave responsibly for who they call as customers.

This is not the first time such incident happened. Prior to this also, I had booked an Uber and the car broke down. I myself spoke to the customer care and they did not do anything about it. That time also, I urged them that this is a loophole in their service and they should do something about it. But, everytime, they don't pay any heed to my words and just reimburse the money when I complain. What happens when your customers are stuck in a busy highway for hours without any conveyance and what is the point of such public transport facilities that these people run when they cannot take responsibility to have people reach their destination.

Problem is, in situations like this, money is not the concern. They should have some basic civic sense to think that if a girl is dropped mid way on a highway road without any conveyance, It is their basic responsibility to do something about it. They cant just revert back the money and say the problem is solved.

I did multiple follow ups and gave them multiple feedbacks but they just ignored everything and wasted my time and energy.

There has also been an instance wherein me and my friend booked a cab together for office as were going the same direction, only thing my office is about 2 kms ahead of my friend's on the same road. As my friend got down, the driver refused to take me any further and asked me to get down there even when the location that was put was that of my office. He started arguing to call the custcare. Again drivers themselves do not have the appropriate knowledge or the custcare details that they should. Customers do not have all the time in the world to sit and argue about these things on a daily basis. If it rains, which is almost a daily feature in Blore, we should forget about getting a cab. This is when we need it the most and public transports are not available. I am not sure if they have the right to call themselves public transport if they cannot be available for the public at all times or times of need at the least.

There are multiple such cases that happened which is why am forced to write this on this forum since no action has been taken by the company to improve their services. I would also like to mention that I am facing problems with Uber only in Bangalore. Earlier in Hyderabad, I booked several times and never had any issues. So, there are issues with the customer care in Bangalore. I have stopped booking Uber in Bangalore since then and as they are ignoring all my complains, I am raising my complain here in consumer forum. This city is a hub of professionals like us and such incidents just make it certain that no one really cares. It is just a money minting business and they think just crediting back the money solves the problem. What about time, what about the effort that we need to put to get something which should be readily available to us and which is why these companies are in existence in the first place.
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    Bangalore North, Karnataka
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