Re: Uber needs a Hotline number! Driver has a heart attack and it's impossible to reach them Thanks all, for the comments - and while I could not reply back to all the threads - here is a brief with more details - and my responses to some of the questions: - Silkboard at peak time is jampacked. This was at 7.30 PM in Bangalore. The car was stalled in the middle of the road at the traffic intersection. Calling the ambulance would have been futile.
- At that point, the only thing that came to mind is to get that fellow human being to safety passerbys told me that the Gangotri Hospital was just 200 meters from the spot
- Same with the police. Has anyone tried calling 100? I tried calling once when I was walking from ITPL to Hilltop (Hope Farm) a long time ago (I had just moved to Bangalore) There was an accident, it was raining. Three bikes met with an accident. Took me 45 minutes to get through. This was at 11PM at night. Those three were (I later found out, when I was picked up by police for questioning) students of MVJ college of engineering. (Any MVJ guys around? You guys remember? This was I think sometime around 2008/9?)
- The Uber App SOS application is "Hidden" under "Help" ONLY when you are in a trip. I took Uber again yesterday to check and had a long conversation with the driver (screenshot attached)
Update from Uber at this point: - While the first conversation came across as just plain insensitive, Uber has since called back (again) to apologise but have mentioned that the Hotline number was still off and they could not comment either ways as to whether that would ever be enabled
While I see the point in terms of how Uber is a aggregator service, here is why I believe they need to get their act together (forgive some of the points here but this needs to be said) - This is not a question of mere "security". Have you ever come across instances where the cab you have booked has actually left without you (share) even though you are standing at the pickup spot? (Not happened to me personally but a few people have commented on my FB post that that's what happened to them more than once. There's no way to get through to someone at Uber
- What if the driver has not picked you up but started the trip? How do you get support? Call police? 108? Call the transport ministry? PMO's office? Transport department? Honestly? Or the service provider who has created the service in the first place?
- Heard about the rapes and other unsavory incidents on Uber not only in Delhi but almost everywhere that Uber operates? What about the US Indian girl who threatened the Uber drive and was videotaped doing so? Agreed the police were involved on this but as a service provider, is it not Uber's responsibility to ensure that we have a "human voice" to talk to and address "immediate" concerns? Agreed that this is more of a police territory - why are instances of assault lower on Ola/other taxi services (most private taxis are part of Taxi unions anyways, right, where the passenger does not have a say but the driver can secure help if there's an emergency?) I was once traveling in Himachal. Anyone been to Bijuli Mahadev? It's desolate, it's a dirt road, and as far away from assistance as perhaps being on the moon. Our Gypsy broke down. The driver called his "agency" (notice the CALLED) and a vehicle was arranged within the hour from Kullu. (Original vehicle was from Manali)
Now again, I am *not* biased against/towards any taxi providers or services and I do *not* recommend you run from pillar to post trying to get a local taxi after reading this, or switching from Uber to Ola (check the screenshot, I *still* took an Uber today) But should you run into an issue with say Ola: - driver refusing fare
- driver cancelling fare
- driver unable to locate the pickup
- driver/pickup mobile being unreachable/switched off
- anything for which you need *immediate* assistance (note the word immediate) you can still reach out and *talk* to someone. Make no mistake, Ola has email support as well. But would you rather *mail* or *call* when you are in a sticky bit?
With regards to the FB post/Change.org etc, done all that. Here are the links for someone who asked Facebook post Change.org
With regards to MEA/pgportal - err not sure that'd work though.
Let me know if I have left out something. Typing this while half asleep, so pardon trailing thoughts that don't make sense (if any)
Sorry, forgot to add:
Driver mentioned that the "SOS" button merely connects you to the "emergency contact" you have set on the mobile app. Says one of his passengers (female) hit that button one night after he was trying to take a shortcut - it connected to her husband! Even she was surprised. Driver couldn't stop giggling. But that's the mystery button as to what it does and does not do! So you are stuck -perhaps your vehicle has been hit by a semi and you and your driver are lying there bleeding to death? Good luck talking to your mom/dad/husband/wife/friend/pet dog/mice whatever
Last edited by Rehaan : 27th May 2016 at 11:36.
Reason: Minor formatting change. Thanks for the update :)
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