The lack of customer service really is the crux of this article (putting aside the issues surrounding whether surge was agreed to or not).
On one hand, I can appreciate that Uber doesn't want to provide a 'service level agreement' when the service providers are third parties (the taxi/car driver).
On the other hand, not helping someone resolve an issue (that is well more than trivial) is worrisome.
Much has been said and promised of Uber (yes, I use it and love it). However, this could well be another example of a company that scales quickly promising a level of customer service that simply can't scale (either operationally or financially). The real question is how many repeat customers Uber has over time. Buying once is nice, buying everyday is what they need.
On one hand, I can appreciate that Uber doesn't want to provide a 'service level agreement' when the service providers are third parties (the taxi/car driver).
On the other hand, not helping someone resolve an issue (that is well more than trivial) is worrisome.
Much has been said and promised of Uber (yes, I use it and love it). However, this could well be another example of a company that scales quickly promising a level of customer service that simply can't scale (either operationally or financially). The real question is how many repeat customers Uber has over time. Buying once is nice, buying everyday is what they need.