Recently, when the netizen mirrors him to restrict a car in use Uber, suffer after the driver is abuse, encounter dimension power difficult position however when trying to complain. Original very simple complain, the ability after consuming number hour however gets settlement. Complain the unfair treatment that gets in the process this, also let this netizen begin to generate suspicion to the security of this taxi software.
Undertake in drop drop company safety is rectified and reform large-scaly during, the problem that place of netizen report Uber exists caused the reporter's attention instantly. So, does Uber customer service exist to complained processing means what problem? Does Uber exist again flaw of what safe monitoring? Launched investigation to this network reporter.
Get a scolding the passenger is complained encounter dimension power difficult position however
Citizen plum Ran this month 14 days, use Uber makes an appointment with a car to go to work. Because fixed position forbids, the driver opens a fault again direction, she can express to want to cancel order to the driver only, but those who let her did not think of is, the driver undertook the assault and battery that is as long as several minutes and verbal affront to its however.
Mention this thing, make Li Ran angry be not arranged, she expresses to the reporter, the customer service processing to this matter manner more add fuel to the flames.
"Call when me when complaining, one fame calls the customer service of a drop express to express, do not have method to check my order, next this customer service complains mine directly turn receive a drop taxi to complain customer service. The business line that because turn,receives is wrong, my complain be turned to receive again. Complain so after was being turned to be received several times by customer service, the problem also did not get settlement. " Li Ran says helplessly.
Ask about when the reporter, why to pass Uber customer service directly directly? To this, li Ran explains, she once also tried this kind of way, but discover Uber does not have artificial and online customer service at all however.
Reporter classics checks actual condition really such. Although at present Uber client is carried installed " turn receive artificial and online " , but this function netizen cannot be clicked use.
Because customer service is checked,be less than order so, li Ran cannot from card, together original very simple complaining, after consuming 5 hours, just get settlement afternoon that day.
That day afternoon 14 when, when Li Ran again comprehend Uber complains a hot line, customer service is detecting however the order form that Li Ran discovered on platform. Examine minutely when Li Ran why can appear when such reason, customer service explains this may be the testing system as a result of drop drop company, the place of incur loss through delay that exists for some time to the monitoring of Uber order causes.
Complain load duty main body does not combine intercurrent unripe change because of business
Does Li Ran indissoluble does the ground ask a reporter: ? My Wo also Υ horsefly is able to bear or endure Duan Ling cowardly is foolish occurrence problem of Ber of Man of A Chinese-style unlined garment of short for the Yihe River of bad ┪ of earnestly of Hui of of source of Ping of of head of eye of Wei Weifei archives, be by drop drop and Home Uber where the company assumes responsibility after all? After I put forward to complain,
Come from Ding Haijun of associate professor of courtyard of law of Beijing aerospace university to point out, at present Chinese area place uses Uber software, it is the new edition software that drop drop company was in 2016 and development of the place after company of Uber whole world is amalgamative rolls out. Because they are both what what undertake is amalgamative, it is be locked in a stalemate of a kind of each other only the strategy and business confluence, from jural look, this kind closes not to change the position of legal principal part with respective both, so, of Uber China possessory remain Uber company, so, cooperate as the strategy square, drop drop company does not have direct monitoring authority to this software.
Ding Haijun thinks, since feasibility condition is a drop company,the business that is in charge of pair of Uber undertakes sequel is complained superintend and be handlinged, this kind of division of labor should be amalgamative both sides the in-house agreement that has to place of respective division of labor. This kind of agreement is only right in-house cooperative both sides produces legal effectiveness, the principal part that assumes responsibility external remains Uber company. So, once the passenger uses Uber,safe accident appears when software takes a car, the passenger still should be to seek power of Uber company dimension.
Since drip,nevertheless drop company platform is in charge of undertaking to Uber business safety is superintended, come from university of Chinese politics and law to transmit associate professor of law center researcher, bright red lofty to express, go up according to legislation " who manages, who is responsible " basic principle, when once the safe monitoring platform because of Uber puts the passenger to superintending flaw and appear,person is harmed, after Uber company is assuming responsibility, can find out a drop company to superintend with sequel break duty.
To problem of quote responsibility distributive, zhu Wei points out, basis " tort liability law " relevant provision, the passenger is really accountability the order that proves its complain exists really, need to prove oneself are a passenger first namely, customer service asks so also is to prevent the circumstance that ill will complains to happen.
Zhu Wei expresses, once the passenger passes same mobile phone number to receive,undertook the car is mixed agreement after complaining, abecedarian quote responsibility is finished already. Tone takes the to this passenger order data that has as to follow-up place, and firm order and complain telephone number to whether exist the content such as associated sex, it is the proof responsibility that complains platform follow-up place to should be assumed, and these content and passenger have nothing to do.
Peremptory second incident is here medium, the impute to of responsibility of a lot of prooves that drop drop company assumes his the passenger will assume, it is extremely inequitable that this is told to Li Ran.
Come from the lawyer of Yellow Sea wave of office of Beijing Han Zhuo's attorney to point out, after the passenger fulfilled proof responsibility, even if is drop drop platform still cannot conclude the circumstance of this passenger capacity falls accordingly, drop drop customer service also should be put forward to solve measure to this instantly, is not perfunctory ground direct the passenger complain roll out, so, the crisis of drop drop customer service that this also indicates to with past outside place denounces all the time answers processing capability and did not get the system is improved truly.
Yellow Sea wave points out, be complained to customer service and not be the way of only thought authority after passenger right is encroached. He suggests, the passenger still can execute the law to traffic of Beijing urban district total fleet undertakes informing against complaining, yet to be investigated card is belonged to solid, experience thing driver will get severe processing result.
Uber client carries existence safety to superintend flaw to be perfected urgently
Second incident is here medium, because Uber client end is nonexistent artificial real time is online customer service, affected Li Ran undoubtedly complain dimension to counterpoise.
Real time is online and artificial customer service is Uber China 2016 place is newest the functional module that roll out, this function can be solved effectively, chinese consumer can adopt the unwell move that interior leaves a message to feedback solves a problem and be brought only because of software of incommensurate old edition. Accordingly, this function also is considered as function of software of new edition Uber to install what human nature changes to reflect all the time.
Do not know however from when to rise, be based on why to plant reason, this is existed in name only however nowadays by each function of square recognition all the time. In addition, the reporter passes research discovery, at present Uber China did not add place of Uber of other country version newly to install " one key calls the police " function, and the drop drop company that this function just was had safety is rectified and reform sets park " drop drop goes out row " on software.
These safety that Uber China exists on the function superintend flaw, the person security that will give Uber the passenger undoubtedly and right are safeguarded bring huge hidden trouble.
To this, ding Haijun expresses, uber company regards the operation of Uber China as controller, ought to assume a this software maintenance in moving process and perfect responsibility. And drop drop company serves as developer, although do not assume the obligation that the follow-up of Uber China is revised and perfects, but the business that bought Uber China division as a result of drop drop company, so, opinion of drop drop company will develop the strategy to produce far-reaching effect to Uber business.
But be in in drop drop company apparently during ground of like a raging fire undertakes large-scale safety is rectified, its did not bring into Uber China this to rectify and reform limits, ding Haijun thinks, these let a person very hard believe to be rectified and reform this whether be like a drop company really external affirmatory complete in that way and effective.
