An Open Letter to Grab
This is a review for Grab Singapore, the ride-hailing app.
Dear Grab Singapore,
Today, we were informed that we would start to use Grab Singapore for work. We previously used cab charges.
I was dismayed when I heard this because I don’t have the your app. Or rather, I can’t have your app. You made sure I couldn’t.
It’s not that I don’t want to. I used to love you, even blogged about Why I loved Grab before, but one fine day many months ago that I’ve forgotten when it was exactly, you changed your system and suddenly required me to authenticate my app by linking it to my Facebook account.
I tried doing it, but for some reason, even after I tried to input the code sent to my phone several times, it refused to get authenticated.
Then suddenly, without warning, you banned for suspicious activity.
Ummm okay, why was I being punished for something that was obviously a glitch in your system?
But fine, I needed your app, so I tried to lodge an appeal to unban my account, to no avail.
I even called your hotline and messaged you on all your social media accounts – and got nothing. I just received an email notification saying that my appeal was rejected, without even an explanation why.
How can I possibly defend myself when you won’t even tell me what I supposedly did wrong?
I am not a horrible customer, if that’s what you think. I’ve taken Uber perhaps hundreds of times since then and have a user rating of 4.6 stars. Not perfect, but hardly ban-worthy, right?
I am actually content to just use Uber. Their drivers are mostly very professional and well-mannered and provide good service, and it’s not just the drivers but the Uber help desk as well. Even though I’ve had cases where my coupon code didn’t work or I was stood up by one driver, when I lodged a complaint, their response was always fast and stellar.
Not like you, I’m sorry to say.
It’s so frustrating.
I mean, why isn’t there a way to talk to a live actual person about this? Even your form has words that are very customer unfriendly.
How can a form be our only way of presenting our case? Especially if you won’t even let me know what I’m supposed to present as my case in the first place?
Whoever mans those inboxes don’t even seem to care about actual human beings. Where is the button to speak to a manager?
This post will probably lead to nothing because I am a small nobody against a giant corporation, but I thought I should give it one last shot, at least.
