Wednesday, February 17, 2016

The Agony of Dealing with Lyft

Lyft messed up my ride, which was annoying but tolerable. I care about helping companies improve so I try to provide feedback when they do a lousy job. Many companies treat you so disrespectfully that they throw out your email without reading it. I even had a health plan send me an email that said: add us to your white list because otherwise you might not see the emails we send you. In the same email they said they would throw away any replies to the email they sent me.

It is very common for companies to treat customers that disrespectfully. Last week I replied to an email from Uber and they provided a reply that was not only not disrespectful (such as throwing the email away unread) but was actually great customer service.

Well anyway, I still didn't like the numerous reports on how Uber treats drivers. I believe that companies should show respect for people, both employees and customers. So I continued to try Lyft (that seems to treat employees better). Anyway with a bunch of hassle then sent me an email so I wrote my reply and right at the end noticed even after all the extra work they put me through by disrespectfully throwing away my first email they were going to do the same again this time. So I'll post here what I wrote, both because I really dislike them treating with with such disrespect and so I can point them to my actual email reply in Twitter (which of course is a stupid way to provide support when more detail is needed than 140 characters but is the only way they have responded to me):

Thanks. I don't know why the gps map showing the cars movement isn't shown, maybe only Uber does that? But if it was it would obvious how crazy it was.

We went 15 minutes out of the way due to GPS failures. Finally the gps went the right place. I don't think it is appropriate to bill me for the GPS added miles. I don't think the driver did anything wrong I think the gps was just totally lame for some reason.

Using the Dulles toll road was my request as it goes right by the location. I am fine with those tolls. Uber cost within a $1 of $25 the 3 times I have taken the trip (not the $38 you charged). This was the first time I tried you all (for this trip) so I don't know exactly what the cost is suppose to be if GPS didn't take us way out of the way.

I wanted to try you all out not because I have had any problem with Uber but because I believe (though really what do I know?) that you all treat your drivers better and I care about how employees are treated. I figured I would at least try you all out some.

This wasn't a great experience. First, I was scheduled to get there 20 minutes early (because it was an important meeting), instead I got there 1 minute late. Second, I didn't get any reply to my earlier emails... oh holy hell after all this I see you failed to give me an email reply here either and are just going to throw my email away again. I can't believe how poorly you treat my responses...

Lyft did follow the tweet to here to read about what they threw away when I emailed them and address the issue with more Tweets. Significantly better than nothing, but still their policy is extremely disrepectful and the time it took to deal with a lousy interface for addressing it due to them throwing away email while claiming to be friends is ludicras. We need competition so that customers have options to avoid companies that provide such disrepectful service - sadly we rarely do: Monopolies and Oligopolies do not a Free Market Make. Even if Lyft manages to survive it will be at most an oligoplistic market (most likely).

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