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Uber in Cebu: What makes it Great is its Customer Service!

First and foremost, this article is not intended to compare Uber with GrabTaxi, GrabCar, EasyTaxi etc. I just want to share my experience with Uber here in Cebu City.

Uber Technologies started operating here in Cebu in the beginning of December last year. I'm one of the early adopters. One reason is that I want to see how good it is in person.

I downloaded the app, registered and viola! I'm ready to roll.

Quick to Find a Driver But Takes Time to Reach You

I think this is because there are only few Uber drivers in Cebu right now. So when I first tried to use it, it took 20 minutes before the driver reached me. In later use, that figure was down to 10 minutes. And I expect that it will get better in time as more drivers sign up.

Nice Car and Cashless

One thing about Uber that I really like is that the cars they have approved are nice. Not necessarily new but they are neat and clean and in excellent driving condition. You can feel it even though you're just a passenger.

The fact that they will charge you straight to your credit card is a huge convenience and a great leap in safety. Yes, safety of both the passenger and the driver.

Great Customer Service

I'm not generalizing, but all of the Uber driver I have been with are professional-looking and courteous. 

Now, here's an experience that really makes a great impression to me. Few days ago, I rode an Uber car. At the start of the trip, driver seemed to have difficulty in his mobile internet connection. I asked him what's the problem but he confidently told me that Uber can verify the correct fare even though he failed to "start" the trip because of poor internet connection.

After a few minutes, I arrived at my destination. Then another few minutes, I received my receipt via email. The fare was as expected since I tried the same route before. Later that day though, I received another email correcting the fare and adding another 75%. It went on to explain that the driver reported having some trouble in accessing the system and they have to correct the fare.

My immediate reaction is to send a customer service inquiry. They replied quickly and explained what happened but they failed to explain why my fare is so much bigger this time than the previous week's use even though I used the same route. 

I'm not convince and replied again arguing that since it's the same route, why should I have a significantly bigger fare this time. I challenged the accuracy of the "correction" they made. 

My complain was evidently escalated to higher level and they ended up restoring my previous fare. They also thanked me for my patronage and apologized for any inconvenience. 

Well, that's that I call a true customer service!

So for me, Customer Service is a hallmark of Uber and it will keep me from using it!

Have you had similar experience with Uber? Kindly share by commenting.

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