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.
Instead, the "old price" is in a tiny font and the "new multiple" is in tripe size font.
The whold concept that by agreeing to a "multiple" is the same thing as "agreeing to a new price" belies the fact that they are not disclosing the new price.
They are leaving only the information that allows it to be inferred.
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.