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📞Caller: Pradeep Dhaliwal ⛔ Issue: buying new car / Kia Cerato / asking for the vehicle age and requirements ✅ Reso: tr to funnel 🔔Transfer: 🔔Transfer Reason: 📚SFKB
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/39b6d8b9-8dc2-4cc6-a1f5-baede0422fa5
CTG: Driver > Driver phone support issues > Escalations > Funnel
========================================================== 📞Caller: GURMAKHAN SINGH DHALIWAL GURMAKHAN SINGH DHALIWAL ⛔ Issue: partner mentioned that he is not receiving any order ✅ Reso: tr to eats courier 🔔Transfer: eats courier 🔔Transfer Reason: not scope 📚SFKB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/ANZ-Inbound-Phone-Support-Transfer-Guidelines
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/85ad71f4-0f78-458e-8ba6-76acf641a13b
CTG:
========================================================== 📞Caller: SIRAVUTH IN ⛔ Issue: change profile photo ✅ Reso: educ on how to update profile photo // send link to dp 🔔Transfer: 🔔Transfer Reason: 📚SFKB
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/7a7c0483-69e9-445a-b434-4afc7df7be72
CTG: Driver > Account > Profile > Profile picture
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📞Caller: Tabish Ahmed Tahir
⛔ Issue: 'X' Condition documents needs to be uploaded / documents concern
✅ Reso: tr to funnel
🔔Transfer: funnel LOB B
🔔Transfer Reason: not scope
📚SFKB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/ANZ-Inbound-Phone-Support-Transfer-Guidelines
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/b2eb5eb0-8e7f-4284-884f-0e26b3a966bb
CTG:
======================================================== 📞Caller: sri krishna chaitanya bandaru ⛔ Issue: uber eats delivery / wrong delivery address / ✅ Reso: tr to uber eats 🔔Transfer: uber eats courier 🔔Transfer Reason: 📚SFKB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/ANZ-Inbound-Phone-Support-Transfer-Guidelines
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/041016c9-8c54-4a75-80aa-8d1ef605addb
CTG:
========================================================== 📞Caller: Ivan Chunihin ⛔ Issue: not receiving any trip request due to low demand ✅ Reso: educ about low demand but dp mentioned that this is the last day that he will drive uber because he is disappointed// also inform about the surge area/ do dropped the call // unable to do callback due to high volume of calls 🔔Transfer: n 🔔Transfer Reason: n 📚SFKB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Driver-Not-Getting-Requests-ANZ https://uberkb.lightning.force.com/articles/en_US/Knowledge/ANZ-Inbound-Phone-Support-Call-Issues call
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/14815c06-f4c9-4423-9856-483eb390e39c
CTG:
========================================================== 📞Caller: Parteek Boparai ⛔ Issue: rider has accidentally slip on the car / dp mentioned that he already coordinated the incident with the rider//
main ticket : https://bliss.uberinternal.com/contacts/47e254b3-1c52-45a5-b41b-b3b21665bd3b ✅ Reso: educ about the issue/ route to IRT for further checking / dp already coordinate the hospitalization and assist the rider with all the expenses// dp asking to not temporary hold his account 🔔Transfer: n 🔔Transfer Reason: n 📚SFKB:https://uberkb.lightning.force.com/articles/en_US/Knowledge/ANZ-Inbound-Phone-Support-Route-Guidelines
TIER/CITY:
BLISS LINK:
CTG:
========================================================== 📞Caller: Paris Knight +61 432 166 939 parisknight@outlook.com
⛔ Issue: mobile phone left on the car from the uber November 11th 2022 7:58pm
rider wanted to be contacted to this number : 411428140 and adv to provide the number to the driver.
✅ Reso: routed to rider support 🔔Transfer: 🔔Transfer Reason: 📚SFKB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/ANZ-Inbound-Phone-Support-Route-Guidelines
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/3259fcc1-103a-4262-8d5c-db3a51c5588d
CTG:
========================================================== 📞Caller: EDWIN NADAR ⛔ Issue: short distance trip at the airport / dp mentioned that he is not receiving the quick passes ✅ Reso:educ about the quick passes // " if you get a short-distance trip from the airport, you’ll receive a notification on your app saying your trip is eligible for Priority queue access." // dp wants to escalate the issue to the relevant team / pushback 🔔Transfer: n 🔔Transfer Reason: n 📚SFKB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Driver-Airports-Short-Trip-Protection-ANZ
TIER/CITY:
BLISS LINK:
CTG:
========================================================== 📞Caller: Somdeep Sengupta ⛔ Issue: unable to upload the documents for his new car he is adding on his account / documents issues ✅ Reso: 🔔Transfer: 🔔Transfer Reason: 📚SFKB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/ANZ-Inbound-Phone-Support-Transfer-Guidelines
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/0183fb41-fe1c-4df9-b2fb-1b3ff4efa7c1
CTG:
========================================================== 📞Caller: Jaswinder Singh Mann ⛔ Issue: dp reached the pick up location but there is no rider show on the loc // cancellation fee applies/ dp just reported the issue for future ✅ Reso: ack dp concern // 🔔Transfer:n 🔔Transfer Reason: n 📚SFKB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Driver-Feedback-About-Rider-ANZ
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/8a31a340-1f73-49f4-9543-67876a192815
CTG:
========================================================== 📞Caller: Mohammad Daud Haidari ⛔ Issue: dp mentioned that the rider provided a wrong address // November 11th 2022 11:19pm ✅ Reso: trip has been flagged for high fare / educ 🔔Transfer: 🔔Transfer Reason:https://uberkb.lightning.force.com/articles/en_US/Knowledge/ANZ-Inbound-Phone-Support-Route-Guidelines 📚SFKBhttps://uberkb.lightning.force.com/articles/en_US/Knowledge/ANZ-Inbound-Phone-Support-Route-Guidelines
📞Caller: Mohammad Daud Haidari ⛔ Issue: dp mentioned that one of his rider get / stole the hat of his car seat / dp dont know the rider's name and the trip details ✅ Reso: routed to IRT 🔔Transfer: Transfer Reason: https://uberkb.lightning.force.com/articles/en_US/Knowledge/ANZ-Inbound-Phone-Support-Route-Guidelines 📚SFKBhttps://uberkb.lightning.force.com/articles/en_US/Knowledge/ANZ-Inbound-Phone-Support-Route-Guidelines
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/0e88e960-200e-45c1-b0fe-ae7bb7008bc9
CTG:
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📞Caller: Ian Vacchini ⛔ Issue: asking about the auto accept selected trips / dp wants to filter his trips that he is receiving on the app ✅ Reso: educ abot driving preference / send the instruxtions to dp 🔔Transfer: n 🔔Transfer Reason: n 📚SFKB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Driver-Auto-Pilot-Experiment-ANZ
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/9bf077a2-5517-44b1-9dd3-69a969c1c405
CTG:
========================================================== 📞Caller: Abdullah Ahad ⛔ Issue: November 11th 2022 11:42pm / rider cancel the trip after dp arrived at the pick up location / he mentioned that he did not received any cancelation fee ✅ Reso: attached trip and tr to pbs 🔔Transfer: to pbs 🔔Transfer Reason: no scope and for adjusment 📚SFKB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Driver-Cancellation-Fee-ANZ
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/97a24fa8-78ec-4c5c-be98-e439f95513b0
CTG:
========================================================== 📞Caller: Dilbag Singh ⛔ Issue: dp mentioned that he is able to go online but he is receiving an error that he still needs 4 hrs to accept trip request // dp already take a break for 12hrs as he mentioned. ✅ Reso: adv to not interupt the 10 hrs offline to make sure that there he can go online again / dp dropped the call while on call / asking for a supcall / unable to do callback due to high volume of calls 🔔Transfer: n 🔔Transfer Reason: n 📚SFKB https://uberkb.lightning.force.com/articles/en_US/Knowledge/Driver-Delivery-Person-Asked-About-Driving-Time-ANZ https://uberkb.lightning.force.com/articles/en_US/Knowledge/ANZ-Inbound-Phone-Support-Call-Issues
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/4e66e665-391e-4b38-b073-482522a85989
CTG:
======================================================== 📞Caller: Tony (Majid) Shaboo ⛔ Issue: not getting trips that too far trips / Longer time to pick up the rider / dp experiencing the issue with his multiple trips / dp is calling also regarding his cancellation rate and due to gps issue // ✅ Reso: dp will send a video / adv to set the preferred destination on the app 🔔Transfer: n 🔔Transfer Reason: n 📚SFKB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Driver-On-trip-issues-ANZ https://uberkb.lightning.force.com/articles/en_US/Knowledge/Tech-Issues-ANZ
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/43f156ef-070c-4853-952d-fd1c5e0aafbe
CTG:
========================================================== 📞Caller: XUAN CHEN ⛔ Issue: unable to go online / Account was on hold issue with WA regulator portal ✅ Reso: tr to funnel LOB B 🔔Transfer: funnel 🔔Transfer Reason: not scope 📚SFKB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/ANZ-Inbound-Phone-Support-Transfer-Guidelines
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/5ed3a289-5d4a-41bb-b4e2-a5934c14d07a
CTG:
======================================================== 📞Caller: Gregory Llatse ⛔ Issue: dp waited for a long time/ rider ws drinking alcohol inside the car / dp mentioned that the rider should be charged for the trip and rider insisted to not cancel ✅ Reso: attached trip 🔔Transfer: tr to pbs 🔔Transfer Reason: 📚SFKB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Driver-Cancellation-Fee-ANZ
TIER/CITY:
BLISS LINK:https://bliss.uberinternal.com/contacts/a9de4f2d-b279-45c3-ba44-372e655341af
CTG:
========================================================== 📞Caller: NAVID GHOBADPOUR ⛔ Issue: November 12th 2022 8:36am // dp called that he made55km and 48mins ride but he think that he receive a low fare for this trip / dp asking to check the fare ✅ Reso: attached trip / tr tp pbs 🔔Transfer: 🔔Transfer Reason: 📚SFKB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Driver-Fare-Review https://uberkb.lightning.force.com/articles/en_US/Knowledge/Rider-Driver-Business-Comfort
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/e92ba757-233a-4470-8fae-dd5e59993767
CTG:
========================================================== 📞Caller: Ketan Bagga ⛔ Issue: unable to go online / document issue / driver accreditation still pending and needs to be uploaded ✅ Reso: tr to funnel LOB B 🔔Transfer: funnel LOB B 🔔Transfer Reason: 📚SFKB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/ANZ-Inbound-Phone-Support-Transfer-Guidelines
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/b48fe31f-80e3-4c59-aaaf-3c404d18759f
CTG:
========================================================== 📞Caller: Taran Pal Singh Taran Pal Singh ⛔ Issue: dp mentioned that he is not properly paid for the trip / dp mentioned that it takes 15 mins and 12km trip ✅ Reso: attached trip 🔔Transfer: 🔔Transfer Reason: 📚SFKB https://uberkb.lightning.force.com/articles/en_US/Knowledge/Driver-Fare-Review
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/85a64685-8b2d-4998-b7fd-2405fb23f87b
CTG:
========================================================== 📞Caller: SHAMINDER MULTANI ⛔ Issue: dp suggested to have a option on the app to customised the amount he wants to cash out and the app should have the infor of how much is the availble limits to cash out ✅ Reso: educ about cash out limits / ack dp concern 🔔Transfer: n 🔔Transfer Reason: n 📚SFKB https://uberkb.lightning.force.com/articles/en_US/Knowledge/Driver-Delivery-Person-Cashout-ANZ
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/31a01bb3-399f-496b-a46a-0184e6dd8eee
CTG:
========================================================TEMPLATE
📞Caller: Alistair Monty ⛔ Issue: reservation trip / November 12th 2022 11:40am / dp asking for a fare review because he thinks that he received a very low fare for this reservation trip ✅ Reso: routed to L2 🔔Transfer: n 🔔Transfer Reason: n 📚SFKB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Driver-Fare-Review https://uberkb.lightning.force.com/articles/en_US/Knowledge/ANZ-Inbound-Phone-Support-Route-Guidelines
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/2dc7dc17-82ed-4f4a-b5f9-1118b85b7b24
CTG:
========================================================== 📞Caller: ⛔ Issue: change phone number / email
number: 0415618383 email: henriquedopc1@gmail.com duplicate account
✅ Reso: number and email addres has a duplicate contact / asked for proof of ownership 🔔Transfer: 🔔Transfer Reason: 📚SFKB
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/481333c1-4441-48c5-b813-b68e815741f8
CTG:
========================================================== 📞Caller: Rahim Taniwal ⛔ Issue: acceptance rate and cancellation rate has been routed already to L2 // increase to 7% to 9% and the acceptance is 89% to 83%.
main contact: https://bliss.uberinternal.com/contacts/8ac57abc-154a-4f7e-b271-d98384fd7a2f
✅ Reso: asking for follow-up / dp also inquire about the vehicle requirements// vehicle req- tr to funnel LOB B// dp dropped the call while on hold
🔔Transfer: vehicle req- tr to funnel LOB B
🔔Transfer Reason: n
📚SFKB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Rider-Driver-Duplicate-Contacts-ANZ
https://uberkb.lightning.force.com/articles/en_US/Knowledge/ANZ-Inbound-Phone-Support-Transfer-Guidelines
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/5740c1e8-d7a7-4e8f-91db-ebfc0ca5c084
CTG:
========================================================== 📞Caller: Yong C B Dengdit ⛔ Issue: forward dispatch / dp mentioned that while on the mid of the trip he receive another trip request ✅ Reso: after he completed the ongoing trip / the rider already cancelled the trip request / ack 🔔Transfer: n 🔔Transfer Reason: n 📚SFKBhttps://uberkb.lightning.force.com/articles/en_US/Knowledge/Driver-On-trip-issues-ANZ
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/e48f8032-af0c-45be-80b0-8bedc0d9c15a
CTG:
========================================================== 📞Caller: HARMANJEET GILL ⛔ Issue: not receiving any order request for more than 1 hr ✅ Reso: tr to uber eats courier 🔔Transfer: uber eats courier 🔔Transfer Reason: not scope 📚SFKB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/ANZ-Inbound-Phone-Support-Transfer-Guidelines
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/973ce201-dacc-4d5f-8d0c-b8baa7005695
CTG:
========================================================== 📞Caller: ⛔ Issue: ✅ Reso: 🔔Transfer: 🔔Transfer Reason: 📚SFKB
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/b45994a1-e156-46f3-9678-be6382839e3f
CTG:
========================================================== 📞Caller: Gurdip Singh Grewal ⛔ Issue: confuse in selecting the color of the vehicle ✅ Reso: upon checking on the reg details of vehicle the color is GREY / adv to check his app if there is any changes / dp ack 🔔Transfer: n 🔔Transfer Reason: n 📚SFKBhttps://uberkb.lightning.force.com/articles/en_US/Knowledge/Driver-Delivery-Partner-Requested-to-change-vehicle-details-ANZ
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/e8295e86-03cc-4a5d-baf6-4d7b88677393
CTG:
======================================================== 📞Caller: ⛔ Issue: no rsposne form the line/ on the initial phone call tehr eis response on rider but the line is coming in and out / call out the rider many times but no response/ was able to provide the ghost spiel but the rider dropped the call ✅ Reso: no action needed 🔔Transfer: n 🔔Transfer Reason: n 📚SFKBhttps://uberkb.lightning.force.com/articles/en_US/Knowledge/ANZ-Inbound-Phone-Support-Call-Issues
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/50497806-0a87-46c5-9d31-2a3f010f3f56
CTG:
========================================================== 📞Caller: Frank (Farhad) Shirazi ⛔ Issue: driver cancelled the trip because the passengers are drinking alcohol inside his car/ rider verbally abused the dp while inside car and he politely asked the passengers to get rid of the cans/alcohol sinc eit is against the community guidelines of Uber.
rider's name : Mark time of the trip (estimate) : November 12, 2022 @ 5: 15pm pick-up : norman st.
✅ Reso: unable to see the trip details on the dp trip history / dp still wanted to escalate teh issue / outed to IRT 🔔Transfer: n 🔔Transfer Reason: n 📚SFKBhttps://uberkb.lightning.force.com/articles/en_US/Knowledge/ANZ-Inbound-Phone-Support-Route-Guidelines
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/1d05d969-95f2-4f04-9201-1d556808ec92
CTG: Other > Potentially Critical Review
========================================================== 📞Caller: Suman Regmi ⛔ Issue: toll did not apply // November 12th 2022 6:24pm // cross city tunnel $6.38 ✅ Reso: adjust the fare for rider for 69.55 and added misc to driver for $6.38 🔔Transfer: n 🔔Transfer Reason: n 📚SFKB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Driver-Toll-Didnt-Apply-ANZ
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/8b3786a0-2cf4-4011-8c86-7f0cb3d6af08
CTG:
========================================================== 📞Caller: Gurprit Singh Gurprit Singh ⛔ Issue: not getting trip request / while on hold dp dropped the call // asked for approval to cb / callback teh driver for confirmation and while on call he is npw able ot receive trip request // asked for a follow up with his escalation about the $10 reduction fee
main contact: https://bliss.uberinternal.com/contacts/68c40415-6031-45b3-9886-2b93ae54c62d
RT: https://bliss.uberinternal.com/contacts/f3538842-5693-40d0-99fa-bf98434c6e42 ✅ Reso: educ dp about the issue / will do follow -up / dp ack 🔔Transfer: n 🔔Transfer Reason: n 📚SFKB: https://uberkb.lightning.force.com/articles/en_US/Knowledge/Rider-Driver-Duplicate-Contacts-ANZ
TIER/CITY:
BLISS LINK: https://bliss.uberinternal.com/contacts/f3538842-5693-40d0-99fa-bf98434c6e42
CTG:
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