I had an issue with my pickup.

<p>To save me time I will just copy paste the emails to and from Uber.</p> <p> </p> <p>First email I sent at around 08h30/45:<br />"Morning, Now previously I had an issue with pickup as I had to wait 30 minutes - which is ridiculous cause then I may as well use pretty much any other cab service. In my previous complaint I said "I hope this does not happen again" or at least something along those lines. And wham, this morning it happens again...but let me tell you the story so you can get why I am furious and confused about it. So, as per usual I ordered an Uber just before 07h00. The driver accepted and the application proceeded to tell me the Uber was "7 Min away", these times provided seem just as accurate as Window's copy times. Nonetheless, over the next 20 minutes the eta of the Uber varied between 5-11 minutes. I understand it is difficult to predict eta times especially with traffic. So the aforementioned 20 minutes past and bam! I get hit in the face with a "Servious had to cancel" message when he was no more than 5 minutes away - AFTER I WAITED 20 MINUTES!!!! I have no idea why he cancelled, perhaps he got abducted by aliens and could no longer complete my trip, when drivers cancel, and they should inform the customer why they have cancelled. So there I was, left in the dark about my trip. Moving on, I had no choice but to order a new Uber. Which I did, despite the increase in price (From R53/R54 - R63), and the now "7 Min" wait. Eventually I got picked up at 07h28/07h30. So practically another 30 min wait. :'( Nonetheless, I took the trip as per normal and despite me telling the driver where to go he kept on trying to amend the route to what suited him (he did this 2/3 times). Which I am also not happy about. If is say to a driver "take the route you feel would be best" then that gives him / her the chance to be creative or just follow their GPS - whatever they feel would be fastest. I did not say this though, so I do not appreciate drivers trying to overrule or disagree with the route I have decided on. (Perhaps Uber should look into clients being able to save specific routes to their profile - especially if they used that exact route multiple times a week. This could be a very useful tool for both the client and the drivers) All in all this was yet another terrible experience from Uber. Now, I am not one who complains to receive cash back or get refunds but this is not the first time I am having issues with Uber and I believe some compensation is required in this matter. I await your response. Thank you, Aidan"</p> <p> </p> <p>Response from Uber at 13h08:</p> <p>"Sorry to hear about the long and the cancellation of this pickup, Aidan. I understand that your time is valuable and that you depend on Uber for a reliable and efficient ride.</p> <p>Not to worry, I've made sure that you weren't charged for the cancellation fee.</p> <p>In regards with your second trip, we encourage our driver-partners to have a significant level of city knowledge so they'd meet you at the pickup point within the designated time frame and take you to your destination on the fastest route, with or without the aid of GPS. Rider route suggestions should also always be welcomed.</p> <p>Furthermore, I've forwarded this to the Driver Operations team so they can address this accordingly with your drivers, and take appropriate actions accordingly. While I can't disclose the outcome of any internal review of our driver-partners due to our Privacy Policy, please know that we do take all feedback seriously.<br />As a growing company, we are constantly seeking ways to better enhance the Uber experience from both drivers' and riders' perspectives.</p> <p>We appreciate your thoughtfulness and taking the time to write to us. Your feedback is extremely valuable, and I'll make sure it gets to the right team.</p> <p>If there is anything else that I can help you with, please don't hesitate to reach out."</p> <p> </p> <p>My response to the above email:</p> <p>"</p> <p>Hello again</p> <p>Kevin, you said "Not to worry, I've made sure that you weren't charged for the cancellation fee.". Why would i have been charged a cancellation fee if the DRIVER cancelled? That is the most idiotic thing I have heard all day.</p> <p>This is not a comforting response at all and in know way is this matter resolved.</p> <p>I will be taking a Uber tonight just after 17h00, South African time.</p> <p>By aforementioned time I expect to receive a R 100.00 voucher code for not only wasting more of my time with an inadequate response but also for all the inconvenience from this morning.</p> <p>I have always recommended Uber but now I am starting to think that was a mistake.</p> <p>I hope to have more pleasant interactions with Uber in the future.</p> <p>I await my code."</p> <p> </p> <p>The first time this happened I let it go, but now I cannot. If Uber does not care about one of their customers enough to at least read, inadequately respond and provide compensation for such inconveniences then I am at a loss. Whether I get a response to this or not, my trust and respect for Uber has damaged.</p>