The essay writer really doesn't seem to comprehend the decision Uber is making, or the reasons behind it. It's the model Google used to build Adwords, scalabil

The essay writer really doesn't seem to comprehend the decision Uber is making, or the reasons behind it. It's the model Google used to build Adwords, scalability by refusing to implement anything that requires massive call centers, not the Comcast model of trying to minimize the cost of having hundreds of thousands of employees. Uber should work with this woman to take action to avoid an externality of their business model: the harm of her getting spammed by Uber customers. But that has nothing to do with implementing phone support. (Maybe a number for Uber support that leads to an automated prompt, "We don't have phone support, please email us?")