Customer Service & Other Issues - Uber

Dear Sir/Mam... 

I hope you are doing very well. My family members and I have been Uber customers in USA and here in Amman, Jordan, since it has seen the light. On that day at 11:40 PM on 07/08/2019, my nephews and I took a trip with a captain and after we reached our destination, he gave me the change of 10 JD but I told him I gave you only 5 JD Not 10 and he was thankful and asked me to note him in a compliment and I reassured him that I would do. We crossed the street toward the barber, my friend, and I checked my phone in less than 10 minutes after the drop-off but I did not find it. I called my number from a friend's phone but the phone whose battery was more than 80% was switched off. I tried to talk to an Uber agent over the phone but unluckily this feature is unavailable and a customer must contact Uber via email. I sent Uber Jordan a detailed email about what happened, including the captain's first name that appeared when requesting the trip and the car's brand and color as well as the time and date, but Uber Jordan told me to review my trips and see the last trip I took to contact the captain. I told Uber Jordan how I could see my trips on my account and the account is on the lost/stolen phone. Despite the fact that I know it is utterly useless, I installed Uber App on a different phone by using a different number, and there was zero trip as expected. I used to write in English in a very polite language and they used to take long time before answering. Uber seems to have translators working on a shift basis as I noticed the first name of three persons at the end of each reply. 

Unfortunately and sadly, they treated me in a very impolite way …

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Dear Sir/Mam... 

I hope you are doing very well. My family members and I have been Uber customers in USA and here in Amman, Jordan, since it has seen the light. On that day at 11:40 PM on 07/08/2019, my nephews and I took a trip with a captain and after we reached our destination, he gave me the change of 10 JD but I told him I gave you only 5 JD Not 10 and he was thankful and asked me to note him in a compliment and I reassured him that I would do. We crossed the street toward the barber, my friend, and I checked my phone in less than 10 minutes after the drop-off but I did not find it. I called my number from a friend's phone but the phone whose battery was more than 80% was switched off. I tried to talk to an Uber agent over the phone but unluckily this feature is unavailable and a customer must contact Uber via email. I sent Uber Jordan a detailed email about what happened, including the captain's first name that appeared when requesting the trip and the car's brand and color as well as the time and date, but Uber Jordan told me to review my trips and see the last trip I took to contact the captain. I told Uber Jordan how I could see my trips on my account and the account is on the lost/stolen phone. Despite the fact that I know it is utterly useless, I installed Uber App on a different phone by using a different number, and there was zero trip as expected. I used to write in English in a very polite language and they used to take long time before answering. Uber seems to have translators working on a shift basis as I noticed the first name of three persons at the end of each reply. 

Unfortunately and sadly, they treated me in a very impolite way and they make someone feel as if they are condescending to them, therefore, I kept that app containing the exchange of emails. They ended some of their replies with "No need to reply" though they haven't solved my problem yet !!! I have much to say in this aspect. However, my nephew used to be an Uber captain and he furnished me with, I think, a more major Uber Office in the Middle East. I also messaged that office in Arabic with the same scenario but when I mentioned that I am waiting the Al-Adha Eid holiday to end in order to take legal steps and file a lawsuit, there has been a drastic change in the tone used with me. I will attach the screen shots of this conversation in which they said if I agree to share my personal info so as to give it to the captain too so the captain and I coordinate between each other to meet and he gives me the LOST item. I agreed on that to regain my phone at any cost and this was like three hours ago. Sir/Mam, this is not professional and the value doesn't lie in the phone. A brand new phone like mine doesn't exceed 100 JD if not less as I bought it several months ago. Rather, the value lies in the info available on the phone like phone contacts, Gmail, other email accounts, Facebook, and other social media outlets, taking into account I was employed by the Jordan Daily Newspaper, Freelance Reporter for Some Arab & International News Agencies, An Employee the American Embassy, Amman, Jordan & an Independent Contractor for the US Department of State and I am almost in a daily touch via several means mainly by email. These days have been very very tough for me and I am ready to answer any question you may have. I have wanted to draw your attention so that Uber remains the pioneering icon in transportation around the globe. I apologize for this lengthy email but believe me this is the shortest I could make it. By the way, this email address is not user friendly as it took much time to add some of the screen shots of the conversation. If you have another one, I would be more than happy if you provide me with it. 

Wishing you all the best, I remain 

Ahmad Aqra

Amman - Jordan 

+962796977034

[email protected] 

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