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One of the top-10 worst things about Uber is that they refunded money to some people as they were figuring out their pricing model. The screw-up wasn't in "ref

One of the top-10 worst things about Uber is that they refunded money to some people as they were figuring out their pricing model. The screw-up wasn't in "refunding money to people." The screw-up was in picking one of the most festive, care-free nights of the year to drop the eye-popping fares (sometimes as high as $400, according to reports and tweets) on people's heads in the first place.

res0nat0r 12y ago
None of the surge pricing is ever "dropped" on anyone. You are notified it is in effect and even have to verify the current multiplier on your phone to ensure you know what you are committing to. Most people complaining are just upset they had to pay as much as they did, but none of it was done without their knowledge.
- mikeash 12y ago
  I don't think it was nearly clear enough. Here's an article discussing the design of the notification: http://startingup.me/post/15141134089/redesigning-the-uber-surge-pricing-screen http://startingup.me/post/15141134089/redesigning-the-uber-s... It might be acceptable if this screen showed up every time and allowed you to get used to it, but when you use the app for months without it and suddenly there's an extra step, it's going to be way too easy to tap "Ok" without seeing the relatively small "6.25x" up above, especially if you've had a few too many because it's New Year's Eve. When you're suddenly charging people almost an order of magnitude more than usual, you need to make it more clear than that. Not that I think this is particularly terrible. They screwed up, but it was not a big deal and I imagine they've improved the notification since. But I don't think it was completely fine.
  - wvenable 12y ago
    It looks fine to me. I'm sure it could be better but everything could be better. It's not deceptive in any way. Having an unusual pop-op would make it more obvious not less.
  - res0nat0r 12y ago
    Those notification screens can't be any clearer. This is just complaining because no one likes to pay 6.25x their normal fare for a cab, but it can't be any more obvious than what those screens showed. Now you have to even manually type the multiplier out to let them know you are really sure.
    - mikeash 12y ago
      How can you say the screens can't be any clearer, and then immediately give an example of how they were subsequently made clearer? I mean, come on.
      - res0nat0r 12y ago
        Since so many people have complained just for complaining sake that they are pissed their cab ride was expensive (that they already acknowledged they understood), Uber added another option to keep the minority of people who would complain anyway from using it as another reason to gripe? If a huge screen telling you your cab is going to be 6.25x more expensive than normal and you don't understand how that works, there is no other excuse other than your own stupidity.
- deleted 12y ago
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mcguire 12y ago
I'm curious: does the app tell you that their surge pricing is in effect before you request a ride? A little googling found this: [1] "Using the latest version of the Uber app for iPhone you can estimate your fare before requesting a pickup. Just tap the 'Fare Estimate' option after you've set your pickup location and enter your destination address. "After entering your destination address, you will be given a fare estimate. Note that fares may vary due to traffic, weather, and other factors. Estimate does not include discounts or promotions." The terms "latest version" and "traffic, weather, and other factors" are worrying. Also the fact that you specifically have to request it seems off-putting. [1] https://support.uber.com/hc/en-us/articles/201830936-How-do-I-get-a-fare-estimate- https://support.uber.com/hc/en-us/articles/201830936-How-do-...

res0nat0r 12y ago

None of the surge pricing is ever "dropped" on anyone. You are notified it is in effect and even have to verify the current multiplier on your phone to ensure you know what you are committing to. Most people complaining are just upset they had to pay as much as they did, but none of it was done without their knowledge.

mikeash 12y ago
I don't think it was nearly clear enough. Here's an article discussing the design of the notification: http://startingup.me/post/15141134089/redesigning-the-uber-surge-pricing-screen http://startingup.me/post/15141134089/redesigning-the-uber-s... It might be acceptable if this screen showed up every time and allowed you to get used to it, but when you use the app for months without it and suddenly there's an extra step, it's going to be way too easy to tap "Ok" without seeing the relatively small "6.25x" up above, especially if you've had a few too many because it's New Year's Eve. When you're suddenly charging people almost an order of magnitude more than usual, you need to make it more clear than that. Not that I think this is particularly terrible. They screwed up, but it was not a big deal and I imagine they've improved the notification since. But I don't think it was completely fine.
- wvenable 12y ago
  It looks fine to me. I'm sure it could be better but everything could be better. It's not deceptive in any way. Having an unusual pop-op would make it more obvious not less.
- res0nat0r 12y ago
  Those notification screens can't be any clearer. This is just complaining because no one likes to pay 6.25x their normal fare for a cab, but it can't be any more obvious than what those screens showed. Now you have to even manually type the multiplier out to let them know you are really sure.
  - mikeash 12y ago
    How can you say the screens can't be any clearer, and then immediately give an example of how they were subsequently made clearer? I mean, come on.
    - res0nat0r 12y ago
      Since so many people have complained just for complaining sake that they are pissed their cab ride was expensive (that they already acknowledged they understood), Uber added another option to keep the minority of people who would complain anyway from using it as another reason to gripe? If a huge screen telling you your cab is going to be 6.25x more expensive than normal and you don't understand how that works, there is no other excuse other than your own stupidity.
deleted 12y ago
[deleted]

mcguire 12y ago

I'm curious: does the app tell you that their surge pricing is in effect before you request a ride? A little googling found this: [1] "Using the latest version of the Uber app for iPhone you can estimate your fare before requesting a pickup. Just tap the 'Fare Estimate' option after you've set your pickup location and enter your destination address. "After entering your destination address, you will be given a fare estimate. Note that fares may vary due to traffic, weather, and other factors. Estimate does not include discounts or promotions." The terms "latest version" and "traffic, weather, and other factors" are worrying. Also the fact that you specifically have to request it seems off-putting. [1] https://support.uber.com/hc/en-us/articles/201830936-How-do-I-get-a-fare-estimate- https://support.uber.com/hc/en-us/articles/201830936-How-do-...