12/07/2016

5 ways using Grab can play you out




Just wanted to share some of my experiences where i felt "cheated"/frustrated using Grab.

In the midst of the fierce taxi competition in Singapore, I have been using Uber and Grab quite a fair bit, especially since my company formally recognizes claims through their electronic receipts. I am definitely one of the happy consumers welcoming the newcomers in the taxi scene, where it was once dominated by the blue Comfort Taxis & yellow City Cabs. The commuters in Singapore (and also the region) has benefited from affordable fares, occasional promotions and most importantly, a greater convenience.

That said, these benefits come at a price. A price of frustration especially when it is coupled with poor customer service policies to rectify the issues. In my opinion, poor customer service is what distinguishes Uber and Grab. I am writing this for awareness for Grab users on how you could be played out by their services, based on my experience with them so far.


Scenario 1: Promotion codes are mostly limited to first xxxx users

This is quite common, and I am sure most of the savvy users are aware of this now. There might be a great 50% discount, but there are always small terms and conditions like only valid for first x users, up to discount of $x. So do not assume you will always get the advertised discount.

Well, this is still acceptable.



 (Someone shouts “Nobody ask you to take taxi what, take train lo!!”)

Scenario 2: Promotion codes keyed in by you may not be reflected by the taxi driver

Especially for NOBOOKFEE.

Watch out, taxi drivers may still charge you in full even though you have entered the promo code. There was also the situation where there is a no-promo-code-required $3 off was not reflected on my final bill.

It has become such a chore to need to always check and clarify with the driver “ You got minus the promotion already?”. Well, that is still better than having dealing with Grab’s customer service.

Which brings me to my next point:

Scenario 3: No promo code may be a big lie

In my case, it was.

When I saw that the $3 off was not reflected, I raised this to customer service. They asked me for proof, and I have to send them the screenshot.

They showed no sign of being apologetic in missing that out. For me, I got my $3 and also the feeling that I’m the biggest cheapskate out there...

Scenario 4: Promotions with credit card

Yet another case of promotion that was never delivered.

I think there are quite a few credit card rebates promotion out there in alliance with Grab. For me, I took Grab as there was a $10 rebate if charged on a Citibank credit card. The $10 credit rebate did not come. When raised to customer service, they said that the credit card company will reimburse the rebate. It never came.

Whose fault?

Scenario 5: Cash or credit? Exercise prudence when paying cash

This scenario applies to Grabtaxi.

Well I could I couldn’t remember if I selected the option to pay by cash or card. Taxi driver asked to pay up at the end of the ride in cash. Not thinking it is a big issue, I paid up, only to realise I was charged by card as well.

Raised this issue to customer service, and again, was asked to show proof. This time I had no proof, but perhaps to Grab’s customer service every commuter is trying to cheat their few dollars.

Thankfully my current trip was $7. But for my fellow commuters out there, always make sure you are not charged by card already when paying cash!

In summary

Well, there is always the convenient excuse to please read the terms and conditions. For me, I am quite sure I was eligible for the promotion (eg. $3 off no promo code required) but still not awarded. I guess there is a fundamental execution problem in Grab.

Thus, I wrote this post to give fellow commuters better awareness, and not to take the fares for granted. You might think you are saving money but in the end paying up more than the usual taxi ride.

I am willing to overlook the issues if the customer service is nice (. In my recent trip with Uber, they also missed out in awarding the $5 off for my 2nd ride as part of the promised promotion. I raised to their customer service and they promptly reimbursed the amount. No questions asked.

This post is not about taking sides, but kudos to Uber and I know I will have a piece of mind riding with them. At the end of the day, I have no intention to make myself unhappy over a few tens of dollars. I believe every commuter out there shares the same feeling - which is the reason at the very beginning why uber and grab could succeed - that at the end of the day, we just want a fuss-free ride home.

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