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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