Since i am a frequently traveling person, i use many online services to arrange my travels. Airlines, accommodations, transportation etc.
Generally i use Uber(if available in traveled city) as taxi service in my travels. It "was" a good service in foreign countries without knowing local language or without carrying cash(and no need negotiation with drivers). But, life is not beautiful(and perfect) every time.
Last month i traveled to a foreign country. I didn't know local language. Around midnight, i called a taxi via Uber. Since i had a guest, I had 2 destinations. First i dropped my guest and expected to drive to next destination. Because of second destination is "little bit" long, driver refused to go to there. First i didn't understand because he couldn't speak English and unfortunately i couldn't speak his language. I just called a friend to translate and said that he demands extra cash money to go to my destination. I was shocked! It was already high fare if to compare with day time. Almost "Double"! and still he demanded extra money.
I didn't accept it. Can you imagine that? In a foreign country, after midnight you are alone in streets! You are tired, it is darkness, no public transportation, street animals etc...
Thanks to friend, called a taxi by local online service and pay more but at least was feeling "safe".
After arrived home, i wrote my issue to help section via mobile application. Next day, a "country representative" answered ticket and said "we are sorry to hear that. We will contact to driver. Hope your next drive be ok bla bla bla." Just that! It was my second shock. I waited a few days and no more message, no transparency, no information.
I decided to contact with global support. Wrote them via Twitter and as you can guess it is THIRD SHOCK! "we are sorry for bad experience, already country representative contacted to you and informed you". Hey Uber, are you joking? is it your customer satisfaction attitude? Just to say "we are sorry"? How should i behave if i have same problem? I use your service because i "trust you". I trust that you will help me when i had issue. But no "support", no information, no satisfaction.
Let's me give an example: When i have problem with Airbnb(it is an accommodation service), there is real-time support. If i have problem with house(or whatever i rented), i contact to support team and they solve my problem at same time. They found a new place, some discounts and transparency of progress. It is different of quality service and quality of customer happiness. To be honest, i started to afraid use Uber anymore. I hope they will change their mind and their way.