Sometimes I like to joke that one of the reasons why my site is so popular is because Uber and Lyft are so bad at customer service. I can’t tell you how many times I’ve e-mailed Uber with a question only to get a completely stock reply that often doesn’t even answer the original question. I’ve gotten really good at asking only one question at a time and making sure that I keep it super simple for those guys.
I will give Uber some credit though, because even though the answer isn’t usually what you want to hear, or even what you asked about, at least they respond pretty promptly these days (within 1-2 hours IME). My good buddies at Lyft on the other hand, sometimes take up to a week to get back to me. And sometimes, driver’s e-mails get lost in a black hole somewhere up in San Francisco never to be seen again.
Clearly these guys haven’t mastered customer service yet and that is one of the reasons why I work so hard to answer all of your questions that come in. I can’t respond to every Tweet or Facebook comment but I do respond to every question I get via e-mail. Just make sure you do a little searching beforehand. If you ask me a question that is easily Google-able or that I’ve already answered a million times you’re likely to get an Uber-like response out of me 🙂
With that being said, there are still a lot of questions that you’ll need to turn to Uber for and there are certain things that they’re very good at answering and dealing with. I’ve compiled an epic list of all the places that you can go to get help from Uber (no matter what city you’re in).
Uber Now Has In-App Support
If you are having any issues with your account, a problem with a fare, or have questions that can’t be found on Uber’s support website (see below) then the best way to get support is by using Uber’s In-App Support. At the end of March, 2016 Uber unveiled it’s new In-App Support. I recently tried it out and was surprised to have my question answered in less than an hour.
If you need non-emergency support try this one out for yourself. Uber seems to be putting a lot more energy into the new partner app.
If you need to learn about Uber policies or figure out how to work the app or dashboard better then you should visit help.uber.com. Uber actually revamped their entire help section at some point and it’s actually pretty helpful now. The only problem is that they didn’t really tell drivers about it, or maybe I just wasn’t paying attention. Either way, there is a lot of good basic information when you go to help.uber.com now. It has a lot of the same functionality as the in-app support section too.
The reason why I like going here for help is because the people who write this content all work at Uber’s corporate office and they carefully review everything that goes up on this page. When you send a message to Uber, you’re going to be dealing with a CS rep who is probably making $10/hr so you can imagine that their insight and knowledge about driver issues will be somewhat limited.
One really cool feature that I did find with this page is that when you login/select a city, the site actually becomes personalized and you can get help based off your specific account. After you click sign in, the page should change to the following:
You can then select specific trips for review, or get custom tailored help for your situation/city.
UberMovement.com and Local Partner Websites
If you need information or help with issues that are unique to your region UberMovement.com is a great place to start. This site has a ton of information specific to different cities. Here is some of the information you can find on Uber Movement:
- What products Uber provides in your area: UberSELECT, UberPool, UberBlack, etc.
- Driver perks specific to your city
- Information about local airports and other region-specific requirements
- Hotspots where you’re likely to find lots of rides
Not all cities have an UberMovement page so if you can’t find your city at UberMovement.com, check and see if they have a local partner website. This is a much lesser known resource but since they’re maintained by individual Uber cities (or regions) there is some really valuable information on these sites. Now you won’t find the same information on every site but there is a lot of good stuff. Just some examples of what you can find on these sites:
- Uber Support E-mail Address
- Local in-person office hours
- Accepted vehicles for UberPlus/Select, UberXL, etc
Here are some of the sites, for a full list, check out my spreadsheet here.
If the in-app support tool doesn’t do the trick the next best way to get support is by e-mailing your local Uber office. I’ve created a spreadsheet below that has every Uber city and the associated partner e-mail. Some of the smaller Uber cities may not have their own support e-mail and in that case you should e-mail the closest Uber city. Or you can also try the general support e-mail for Uber: firstname.lastname@example.org
In my experience, Uber has dramatically increased their response time these days and I often receive responses within 1-2 hours and sometimes even sooner. Now, the responses aren’t always the best but here are some tips for dealing with Uber CS:
- One question at a time: I honestly think they have a policy of not being allowed to answer more than 1 question per e-mail. Sometimes I will ask two very distinct questions just to test them and they will only answer one. Very strange..
- Reply if you want the same person: Once you get a CS rep, as long as you reply to that e-mail chain, it will go back to the same CS rep. But if that rep goes home for the day or the weekend, it may be a while before you hear back.
- New e-mail if you want a new person: In forum speak, we like to call this HUCA or Hang Up, Call Again. All this means is that some reps are better than others and often you will get a completely different response (or maybe even the one you want) if you simply just hang up and call again. Or in this case, just by sending a new e-mail.
- Don’t e-mail the same question over and over: Uber’s system has a built-in feature that will auto-recognize similar queries and put them straight to the back of the queue. So don’t ask the same thing over and over, if anything ask a ‘new question’ but figure out a way to slip in your ‘real question’.
Local Office Hours
I haven’t had the need to go into Uber’s office hours yet but I know many drivers who have and have been pleasantly surprised. I don’t mind dealing with Uber over e-mail but I know there are many of you who would prefer face to face interaction. It seems like almost every major city now has office hours. And that is a great thing because local office’s tend to be better able to handle the more complex issues.
You can find your city’s office hours by checking your local partner website or e-mailing Uber support. This should be right up their alley 🙂 Here are just a couple examples of current office hours for LA and SF.
Social Media Can Be Hit Or Miss
I love using Twitter to contact companies since they usually put their best customer service reps on their social media teams. But I’ve had mixed results contacting Uber support on social media. You can try them on Twitter like I did but you may or may not get a response
— Rideshare Guy (@TheRideShareGuy) March 28, 2015
You can find a list of every Uber City’s Twitter accounts here.
Also, Uber now has Facebook Messenger support, if you’re feeling a bit shy. I’ve used this a couple times already and gotten pretty good support – seems like they’re putting a lot of resources into this right now.
Uber Critical Safety Response Line
This number is only for emergencies. Make sure all parties are safe, and that you call 911 first if you require immediate police or medical attention. If you get into an accident while driving, or experience a serious safety or security issue, this is the only time you should ever call this number. I added it to my phone as ‘Uber Emergency’ so add it now before you forget!
Finally, Phone Support?
Now don’t get too excited about this one because it’s only a pilot program. Uber began rolling this one out to drivers in the Bay Area in May, 2016. Uber does not provide a number for the drivers to use. Instead, these select drivers have a phone icon in the “Help” section within their partner app which connects them to Uber phone support.
Drivers have been calling for a way to reach Uber by phone for years now. I am excited to see this program being tested. It’s still entirely possible that Uber pulls the plug on this program. Remember, Uber had a live chat program which was later shut down.
So there you have it, those are all of the ways you can use to contact Uber. Uber does have a lot of good information spread out across the web, they just do a horrible job of organizing it all. I hope that they do a better job in the future but if not, I’ll do my best to keep providing all the pertinent information you need to thrive.
Help For Uber Passengers
If you had any problems with Uber as a passenger, the fastest way to get help is to use their in-app support tool.
Unhappy with Uber? You can always try the friendlier alternative: Lyft 🙂 New passengers get free ride credit!
New Lyft Drivers Can Get Up To A $1,000 Sign-Up Bonus
Lyft is currently offering new drivers up to $1,000 depending on your market. Sign up here and earn your bonus before it’s too late!
Drivers, what method of communication have you found to be the most effective when dealing with Uber? Is there something I missed? Leave a comment below or shoot me an e-mail.
New Uber Drivers Can Get Up To $1,000 When They Sign-Up
Uber is currently offering sign-up bonuses of up to $1,000 depending on the market. Sign up here and start earning today!
-Harry @ RSG
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