Pathetic customer service, useless AI assistant, non-working procedures
Customer service is pathetic. Don’t get me wrong, if you need a ride, Grab will get you where you want. But if there’s a problem… now that’s where things get complicated. First of all, be very careful when you select the custom tip option, especially in countries with a lot of zeroes in their money, like Vietnam or Indonesia. When you press quickly zero three times, the app adds one from itself. I tested it 3 times - no exception. That’s why I paid 10x the tip I wanted, confirmed it without checking, the UI didn’t ask for confirmation why would I want to leave 300% tip - and made a driver very happy. So happy that he stopped answering my messages, the AI assistant also didn’t help with a solution at all, in the end I had to use the “report lost item” feature to tell them about the 10x larger tip and that I expect a refund of 90% of it, and I’m waiting for customer service a third day now to even answer me - even though the system promised me an answer in 2 hours. This is definitely not the company that once had a customer phone number and you could report any kind of problem.