A tale of software error, inadequate tech support, and cash grabbed

So there I was, standing outside my apartment waiting for my Lyft to SFO. I’d assumed it would be there at the designated time (it was about 5:45 a.m and I wasn’t at my sharpest), but it was nowhere to be seen. To check why it was late, I fired up the Lyft app. Staring me in the face was the rather startling message “Your ride has been cancelled”.

What the heck? (I used considerably stronger language at the time). I tried to book a new ride with the Lyft app, but received a message saying the company needed another form of payment to proceed. Double “Heck!” Running out of time, I said enough of Lyft and went with Uber. I figured I’d have time when I landed at Newark to add a form of payment and straighten things out.

Not that I should’ve have needed one. Samsung had provided me with $200 in Lyft cash via Amazon to use for my rides to and from the airports. Should that not be good on its own?

Once in Newark, I dutifully added another form of payment, but to my surprise, still couldn’t book a ride. The app continued to complain about a lack of positive financial assets no matter what I did. I was in a loop. I finally called the Samsung PR person and had them book me a ride.

So stuff happens. Not the end of the world. Sadly, it’s three years later I still can’t book a Lyft, nor can I reach anyone who can fix the problem.

Sage advice?

I’ve complained at least a dozen times all told, and been given the same advice over and over: Delete your payment info and re-enter it. I’ve tried two debit cards, someone else’s credit card, a credit card I acquired specifically for the purpose, and Paypal. Nothing will kill the now dreaded “We need some more info from you.”

Of course, they also tell me I can delete my account and create a new one, but that leaves the company $200 richer without having earned it. In fact, if I charged by the hour for time I’ve spent trying to resolve the issue they’d owe me a lot more.

And the thing is… I know exactly why this is happening. Once upon a time I had an American Express card linked to this Lyft account. Amex and I had a falling out (after nearly 50 years) and I cancelled my card. I then tried to book a Lyft without changing the payment info. This apparently set a flag which is impossible for an end-user to clear.

I’m absolutely certain that the proper tech with the proper knowledge could fix this in a heartbeat, and that’s where the story becomes truly infuriating.

Tech support my toukus!

I had an email thread going (there’s no longer direct email contact), but they kept giving me the same tired instructions about deleting and re-entering payment info, all the while (from the tone of the emails) assuming user error. Apparently, it doesn’t occur them that something could possibly be wrong with their software. People who’ve never programmed don’t always fully realize that software is created by humans, and sometimes suffers similar failings.

I’ve gone looking for a support number, but there isn’t one. There is support chat on the app now, but that has produced the same unsatisfactory results about six times to date.

The app chat routine goes like this: The support person is nice, and tells me that they’d be happy to solve the issue. Ultimately, they realize that they don’t have the authority or tools to fix the issue, must elevate the problem to those that can, and that I will absolutely, positively receive an email from thos folks. I’ve yet to hear a single peep.

Apparently, someone has decided that I’m an incompetent idiot that can be safely ignored. Or possibly, Lyft support chat is being misled and there isn’t any second-tier tech support. I can go either way with it.

Not gonna’ let go, Lyft!

So why don’t I just ditch the account and start a new one? The $200, that’s why. Not that I need the money. Again, I simply don’t want Lyft to retain $200 they didn’t earn. And there are plenty of other ride options here in San Francisco so I’m in no hurry. Obviously.

Do I think Lyft is keeping the money and not providing their service on purpose? No. At least I certainly hope not. I think they’re just another large business that assumes their automated and low-level tech support can handle everything. Well, let me tell you Lyft. It can’t. Every company needs a last line of defense, or…

They get not-so-nice things written about them. Whatever the case, I’m going to continue to make noise until someone at Lyft notices. Which may indeed be when hell freezes over.

P.S. None of this has stopped Lyft from teasing me with a constant barrage of offers. Go figure.