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Tuesday, October 25, 2016

Uber App problems!

Uber driver and rider apps are experiencing major issues: navigation, ETA, and pickup address. Clients reported experiencing recurring problems inputting their pickup addresses, and then this location somehow changed immediately following a ride request. Moreover, pin drops are also known to move a block or several blocks down the street. Drivers have traveled to furthermost cities, discovering their client is in another region.

Additionally, chronic Uber navigation issues lead unfortunate drivers down blocked streets. Wrong ETAs result in many clients choosing to cancel trip requests based on longer than expected wait times. As a result of this, drivers lose valuable time driving to pickup addresses during high demand times. These app issues are major concerns because drivers rely on accurate addresses to make successful pickups and drop-offs.

Uber, we have a problem. What is going on with the Uber app? On a Friday night a few week ago, technical issues complicated UberEats deliveries, UberX and UberPool ride requests, further delaying starting and stopping trips. Uber apologized for this mishap by reducing qualified trip requirements and issuing various account credits. In fairness, Uber realizes their app is causing problems in the field.

An Uber client shared that ETA issues motivate him to cancel trip requests. When this client orders a trip, the app gives an ETA. After a few minutes, this ETA multiplies the initial time. Therefore, the client cancels his trip and requests a Lyft ride. According to this client, he believes Lyft has better software to avoid ETA and address issues. Software and possible bug issues may be causing Uber to potentially lose out on ride business.

Unfortunately, most clients don't view the whereabouts of their drivers. Without a doubt, the ETA is an estimate that won't calculate the true time of arrival. ETA of 6 minutes can change to 1 minute in a matter of a few seconds. If a turn is missed, Uber navigation determines the driver must follow a specific route to reach particular addresses. All a driver needs to do is make a 3-point turn and take the quicker route, which then revises the ETA. There are times the ETA relies on pickup address mistakes, such as expecting drivers to get on the freeway rather than retrieve a client under the bridge at BART.

The 10 best ways to avoid pickup and destination problems: (1) make sure the right address is set (use landmarks, place, cross streets, and actual street and number) to save time and avoid cancellation fees (2) send text message to driver for right address (3) call to inform driver of revised address (4) monitor route taken (5) cancel UberX trip within a few minutes and order new ride using right address (6) cancel UberPool trip to avoid paying for a ride for wrong address ($2 fee charged canceling any trip before time limit + no-show after 2-minutes is charged cancellation fee of $5 and $1.55 booking fee) (7) inform driver while in UberPool ride you need a different destination (rides can end out of order) (8) input right number of riders to avoid complicating seating occupancy (9) check if street address matches right city (10) never hit a request while on a train unless station is inputted.

Uber app problems are both internal and external issues. Drivers, riders and Uber should share equal accountability in mistakes that disrupt the smooth flow of ridesharing. Whereas software issues represent a small share of ride issues, most of the time riders factor into lost time and cancellation fees. Furthermore, inexperienced drivers have momentary lapses where they lack basic knowledge of the Uber ride platform.

In response to this, lack of driver savviness may impact riders whose basic requests are ignored and blocked in fear they would complicate such rides. An example of this is a driver refusing to pick up a second rider on an UberX trip because they assume the route will only pay them to stay on course. These drivers will ask for a second address to input into ride app. Again, these inhibited drivers haven't done their homework to know that time and distance determine compensation.

Greater problems, of this magnitude, occur often on the Uber ride platform. Some drivers make promises without knowing how to handle the outcome. They may tell their rider they will take them to another destination in an UberPool ride, but prematurely end this trip and get confused in how to deal with their client's request after the fact. Unfortunately, this clueless driver will apologize multiple times to their rider.

This rider gladly accepted the driver's apology. However, the rider began to get irritated since their driver wouldn't stop saying sorry. All this driver needed to do was use another navigation app to view directions and end this trip at another destination. Informing clients you can't help them; they don't know what to do about a particular mishap, creates a divide between drivers and riders. Such simple actions are treated as impossible requests. If these drivers cared enough to understand the Uber ride platform in its entirety, they could fully accommodate their clients without seizing up under pressure. Lacking advanced knowledge of the Uber app can/will cheat clients of permissible requests.

Uber app problems continue to affect drivers and clients, alike. With millions of users requesting Uber rides daily, eliminating technical issues from slowing the system and mishandling pickup addresses would represent a challenging job in itself. For this ride giant to become immune from problems is asking far too much from this young ride technology platform. It seems that Uber refuses to charge riders upon driver arrival, which may show a lack of confidence in pin drops.

What happens if a client is charged at their requested address and are at another location? This action will likely increase fare cost, probably put strain on Uber support to issue numerous credits, attract unwanted criticism, and cast light on internal software issues. Until then, we anticipate clients won't be charged for their rides unless they're present to accept them. If not, Uber cancellation policy will charge UberX requests after 5 minutes and UberPool connections after 2-minutes a $5 cancellation fee + $1.55 booking fee. A total of $6.55 will be charged to no-show riders who are unwilling to accept text messages and answer phone calls during a time countdown that leads to no-shows. Please remember; drivers lose ride requests waiting for no-show riders. They also miss out on surge pricing. Most of all, your no-show cancellation won't help drivers accomplish their weekly promotions.

Why does this promotion matter to you? Drivers are encouraged to get on the road. They are available to service your transportation needs. If this driver promotion were to end today, there wouldn't be enough drivers on the road to handle your ride requests. Low fares would spark driver strikes because basic trips without a boost, surge pricing and no weekly trip milestones are financially unappealing. The overhead costs to operate as a ridesharing driver are excessively high: maintenance cost, repairs, gas, specialty insurance, car washes, car payments or lease payments, car detailing, business permits in San Francisco, and much more. It makes logical sense for Uber to hold weekly promotions, as a way to boost their supply of drivers in busy regions at specific times.

No-show and late riders influence driver earnings. Submitting wrong addresses and notifying drivers of these ride request mistakes long after the fact, interfere with drivers making a living and delay rides for clients who need immediate rides. Drivers would rather drive clients and receive credit for rides than get a cancellation fee. If drivers miss out on a bonus by a few rides, we can factor in no-shows and late riders as a major problem area. Uber won't give drivers any credit for time wasted on no-shows.

Overall, Uber app problems are both internal and external issues. Perhaps, Uber is trying their best to keep a positive balance - satisfying all parties involved in their operations. Transportation services are in high demand, so we expect mishaps to happen. We live in an imperfect world with daily challenges. In retrospect, Uber, drivers, and clients are trying their best to coexist in a highly competitive market - moving people.