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Everything you need to know about Contacting Uber

Uber completes more than 40M rides every month in the United States alone, making it understandable for the company to receive customer assistance outreach every day. However, Uber only provides phone-based customer assistance to its frequent users and other customers in case of emergencies only.

Best methods to contact Uber

Unfortunately, Uber's only available customer support method is through their help desk. The Online help desk is available to users for a detailed conversation regarding complex issues. You can contact the help desk via help.uber.com. The average time to fix issues is 7 hours. Refrain from contacting Uber around 9-11 in the morning since it's their busiest time.

Why do People Call Uber's Customer Service Department?

Uber mostly extends email-based customer support to users. However, users can expect phone-based customer services in following situations only:

  1. Emergencies: Uber provides emergency numbers to both riders and drivers. Uber also advises calling 911 in case of safety issues for both parties
  2. Diamond level riders: Uber, like other organizations, drives regular loyalty campaigns, ensuring rewards and perks to its loyal user customers. Diamond is the top-most tier, a user can achieve. The level consists of premium customer assistance, including phone-based customer services.

User Experience with Uber Customer Support

Since only a few Uber users have enjoyed phone-based customer assistance in their lifetime, it's difficult to generalize public opinion over Uber's customer support. Uber mostly receives mixed reviews for its customer support department.

The company requests riders to wait 24 hours for a response from an Uber rep, leading to slow resolutions.

However, Uber is quick in dealing with routine driver concerns and technical assistance.

Media Reports on Uber's Customer Support

Uber indeed has pioneered the ride-share model and generally ensures user-friendly customer assistance. However, some users and media outlets have criticized Uber for inconsistent assistance and safety issues over the past few years. There have been instances, where customers reported no appropriate support from Uber in grave emergencies.

But things are changing with time and Uber is working hard to ensure a clean image and transparency among users.

Issues resolved by Uber Customer Service Representative

Uber customer service can solve the following issues:

  • Routine driver concerns such as late rides, rude drivers
  • Drivers who refuse to accommodate handicapped passengers
  • Excessive ride charges
  • Issue refunds or other compensations
  • Loyalty program credits, rewards, and upcoming campaigns

What Can't Be Resolved with Uber Customer Service?

Uber cannot enforce laws or regulations on riders or drivers. It doesn't provide rider guidelines or address safety concerns in between a ride. Users are advised to call 911 if they feel a safety threat while riding.

Uber's support call Unsuccessful? Follow the steps ahead

  • Make sure to take notes or record a transcript of your conversation. You may need the details again.
  • If you think the first representative didn't get your concern, call back. You will be assigned another agent, with more expertise and training. He may support you better than the first rep.
  • Use alternative methods of seeking customer assistance. Use email, social media platforms. Uber is most active on Twitter and Facebook.
  • Have a printed record of your conversation. You may need them to file complaints in government agencies, regulating the rideshare services around you. The agency can hold Uber to account on similar complaints and urge the company to take strict actions.
  • Finally, if you'd like to skip the wait and speak with an expert, 6ya can connect you with an Uber Expert in seconds!

Contacting Uber support or customer service

Uber customer support and customer service can be contacted via phone, email, and chat. Like most companies, Uber uses Call centers manned by agents to answer their customer inquiries. These call centers are located throughout the US and in many cases also India, the Philippines, and other foreign countries. Uber customer support agents receive basic training to support Uber products and services, and have access to customer information, purchase history, and prior customer support inquiries.

In order to answer customer inquiries, Uber support agents have templated and scripted answers to common questions. If Uber agents do not know how to answer specific customer questions, they usually consult a supervisor who received further training.

Since Uber can hire a limited number of support agents in any given time, often customers have to wait on hold until one of the agent is available to take their call. To handle surges in incoming customer support calls, Uber uses Interactive Voice Response Systems (IVR’s) to handle large volume of incoming customer calls. That is one of the reasons why often customers need to wait on hold and talk to automated systems before speaking to a human representative.

How is getting help from 6YA different from Uber?

6YA is a service that connects users who need technical or repair help with a professional Expert over the phone or video. All 6YA Experts have real repair experience and are located throughout the US. The idea behind 6YA is to connect consumers at need with a real technician who is getting paid to take their call. Unlike Uber, 6YA Experts are independent contractors who do not have any access to Uber customer information or purchases.

While 6YA Experts can provide effective help on any Uber product or service, they do not have access to your Uber account and can’t assist with billing, or any non technical issue you have with Uber.

Since 6YA is using a proprietary technology that’s connecting you to Experts in seconds, you will never be placed on hold or talk to virtual response systems. We believe that 6YA Experts can provide professional and unbiased help, which will often be more effective than the scripted and templated answers from Uber agents.

What is 6YA’s relationship with Uber?

6YA and Uber are not related. While 6YA Experts can provide help and support on most Uber products and services, the two companies are not related. 6YA was created because we believe that in many cases, real professionals with years of hands on experience fixing and resolving technical issues can provide better help than call center agents that use virtual answering services and scripted responses.

6YA is able to connect you to a repair Expert in seconds through the robust technology it created. We use several algorithms to identify the best Expert who can assist with your particular issue, get them on the phone, and then connect you so you are never placed on hold. We strongly believe that customers who encounter technical challenges or issues operating their products should not endure more stress and friction before getting help. On the other hand, there are so many professional repairmen with decades of experience who can help so many customers such as yourself and generate extra cash along the way.

Our mission is to help people solve everyday problems by using technology to simplify our lives rather than add more friction.

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