When Uber’s customer-service agents encounter an issue that isn’t immediately addressable by a copy-and-paste reply, Uber’s policy seems to be to request additional details. No doubt, agents are explicitly trained to put the onus back on customers, a percentage of whom surely give up out of exasperation.
I refuse to succumb to such tactics.
In my reply, I either explain that I’ve already provided everything, or ask what else Uber specifically needs. Inevitably, they then read what I originally wrote and reply accordingly.
It’s a shame that Uber’s playbook comes directly from Great Benefit, the nefarious health insurer in John Grisham’s book, The Rainmaker. As explained by claims handler Jackie Lemanczyk, Great Benefit’s policy was simple:
“Deny all claims for a year. Add up the money saved, deduct the amount spent on quick court settlements, and there’s a pot of gold left.”
Related: This Is Why People Hate Uber
