But when the first contract period ended, Uber did not renew. They were all given renewable, six-month contracts and considered “normal, full-time employees," according to former Uber CSRs who asked not to be named. The people on this team worked from home and were employed by Uber. But the company was growing too quickly for that system to remain viable, so Uber established an experimental remote team of fewer than 10 CSRs to manage what had become a deluge of customer support queries. Until April 2014, Uber’s customer support operation was composed of local employees who pitched in replying to inbound emails from riders and drivers on an unofficial, ad-hoc basis. The company contends that by establishing customer support Centers of Excellence in the United States and abroad it created more jobs to service its increasingly global business. Uber says it made no such promises of ongoing employment to contract CSRs. Meanwhile, the quality of Uber's customer support stuttered as the company quietly replaced U.S.-based CSRs with contractors in the Philippines and India, transitioning away from its system of U.S.-based CSRs to a global one with “Centers of Excellence” in key cities in the states and abroad - sometimes via politically motivated deals. During this period, about 500 CSRs who joined the company as contractors were let go in droves - often without notice, and despite what many insist were promises of ongoing employment and even full-time gigs at Uber itself. ( See also: Internal Data Offers Glimpse At Uber Sex Assault Complaints).īut between December 2014 and February 2016, some of these CSRs, as they call themselves, struggled to handle problems like Katherine’s, undermined by sudden and confusing shifts in Uber's customer support operations. To this day, the customer support representatives reviewing the emails the app generates are Uber's first responders for incidents of passenger or driver misconduct. We appreciate your remaining professional throughout this ordeal."įor Uber drivers in situations like Katherine's, the only way to report a passenger altercation to the company - short of finding a partner support center and visiting it in person - is through the "I had an issue with this passenger” feature in the Uber app. “And I am very sorry to hear about this incident. “Thanks very much for providing this information,” it read. Hours later, she got her response - a canned email reply. Let’s make it a threesome,'” Katherine said. When she slapped his hand away, he offered her money for sex, she told BuzzFeed News. While Katherine and a passenger, an older man, were sitting curbside at his destination, he reached across the seat and grabbed her breast. Now, two months into her new gig as a driver, Katherine was forced to reconsider her decision. ![]() In March, her contract as a customer service representative with the company had been terminated without notice, so she'd done what so many other freshly unemployed Americans have, and tapped into the gig economy. If you don't care whether your conversation is private - especially if you feel like your issue is a general one that Uber Eats should address publicly - you can tweet them You can also look through their Twitter account to find other general support info.On the evening of May 19, 2015, Katherine accepted what was to be her last fare as an Uber driver.Ī former customer support representative for the ride-hail company, Katherine - who asked to be identified by her middle name to protect her anonymity - hadn't been driving for Uber for long.If your problem is that you want to change an order after it's already gone through, calling this number is the only way to do so. If you still prefer a private conversation, but want your answer as quickly as possible - or if you feel there will need to be a lot of back-and-forth to fully explain your issue, call 80.An Uber Eats representative should never ask you for those details. If you'd prefer your communication to be private, and don't mind if they get back to you right away or if you get your answer the next day, send an email to Note: Never send out sensitive information like your password or credit card number via email.If you're having a more unique or serious issue, you can also contact Uber Eats through email, by phone, or on Twitter. How to contact Uber Eats directly in several ways
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