Uber's Customer Service Problem - Daily Drive Podcast 1997
Let’s be honest, Uber and Lyft’s customer service for drivers and passengers is just really not very good at all. And the irony? Customer service is essentially their primary job.
Think about it: Uber, Lyft, DoorDash, these companies don’t own vehicles, they don’t cook food, and they certainly don’t drive passengers around themselves. All they really do is connect one person to another. They’re only just brokers. And if your business is built on connecting people, customer service should be what you’re known for.
Instead, here’s what I see: If you’re a passenger, something goes wrong, and you might, if you’re lucky, get a real human on the phone. But more often, you’re chatting with an automated system that quickly refunds your fare. That’s not customer service, that’s buying off the problem without actually fixing it.
And if you’re an Uber driver, it’s even worse. Unless you’re a “Diamond” driver (Uber’s top tier), you don’t get phone support. And one false complaint from a passenger, valid or not, can result in instant deactivation, and fighting to get back on the platform can be a nightmare.
Why Passengers Like Robotaxis
Now, consider the rise of autonomous vehicles, such as Waymo and Zoox. In cities like Phoenix, Los Angeles, San Francisco, and Austin, passengers are trying these rides... and they love them. Not because they’re futuristic, but because they’re consistent.
A robotaxi drives the same way every time. You know precisely what car will show up. Order an UberX in Syracuse today, and you’re gambling, you might get a spotless luxury SUV or a beat-up compact with a stained back seat.
Consistency matters, and passengers are tired of rolling the dice just to save a couple of bucks.
Why This Hurts Good Uber Drivers
For us Uber drivers who take pride in our work, keeping our car clean, offering a safe and pleasant ride, etc., there’s little incentive. We’re paid the same as the driver who puts in the bare minimum effort.
I personally spend close to $200 a month keeping my Tesla spotless. Some passengers may tip me for it, but many don’t tip at all, no matter the effort.
This is why I’m against flat-rate cards and uniform pay for all drivers. When pay is identical regardless of service quality, the incentive to exceed expectations disappears.
The Core Problem Uber Needs to Solve
The reality is this: autonomous cars are coming fast, and they’re going to offer a level of consistent service that Uber and Lyft currently don’t. Suppose these companies don’t invest in genuine customer service for Uber drivers and passengers. In that case, they risk losing riders, and eventually, drivers, to automated alternatives.
Until Uber creates a system that rewards great drivers and holds everyone to a higher service standard, it’s going to feel like playing Russian roulette every time you order an UberX.
As for me? I’ll keep driving my way, clean car, safe ride, friendly service, because that’s the only way I know how. However, the truth is that the clock is ticking, and the competition isn’t just other drivers anymore; it’s the robots.
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How it works
“Make‑up needed” is the dollar amount your next ride(s) must cover to get you back on pace. It adds (a) your current deficit vs time elapsed and (b) the latest idle time you entered.
