Terrible experience with Grab driver’s app
HORRIBLE, terrible & troublesome experience with Grab, as a driver.
My 60-year-old dad just got a new phone on 10 Oct so he was still trying to get used to navigate around the Grab Driver app on his new phone.
He completed a job on 11 Oct but he wrongly indicated the fare amount at the end of the trip. It was $18 but he indicated $118. He wanted to call the Grab hotline to report issue but it required an OTP. He did not know how to retrieve the OTP.
He had to go out of his way to meet me at my workplace, for assistance. I went on the app & I was having a very hard time to find for the OTP too!! I spent about 3-5 mins on the app & finally found it!! So many clicks until I got to the “Call Us” page!!
Now, why is it so hard to reach out to Grab support?? Aren’t they supposed to make it as convenient as possible for the drivers to report any emergency issues?? I kept thinking about other Grab uncles/aunties who are less tech-savvy & imagined that it must be hard for them too!!?
The next day 12 Oct, my dad made a mistake again when entering the fare amount. He was nearby Grab@SinMing so he decided to drop by the office to report the issue.
When he reached, he was not allowed to enter as he did not make an appt. At this point, he was already very upset when he called me. I quickly looked up online and thankfully there was an available appt slot.
Shortly later, he called me again & told me that none of the staffs there were able to help him with the issue and instead they simply issued my dad with a piece of paper with instructions on it.
They asked my dad to call the hotline to report, sure… But WHY CAN’T THEY JUST GUIDE MY DAD WITH THE APP NAVIGATION SINCE HE WAS ALREADY THERE?? In the end, my dad had to drive down to my office again for help. (After this incident, I made a video tutorial for him to refer to.)
On 14 Oct, my dad checked his Grab wallet & found out that Grab deducted $100 & credited him $18 for the job on 11 Oct. The transaction of $118 did not go through as we reported an issue. Therefore, my dad didn’t receive any payment at all & it means that the deduction of $100 is WRONG.
NO ONE called my dad to inform about this, not even in the email (pictured). Can you imagine if my dad didn’t check his Grab wallet?? $100!! I had to call Grab again & I went off at the CSO. He admitted that it’s an error. Can ah like that? Anyhow deduct money & not being informed omg
It really got us thinking about other drivers’ user experience with Grab support.
So to all Grab drivers out there, PLEASE check your Grab wallets regularly!! There might just be wrong deductions here & there.
@Grab, PLEASE do something about your Driver’s app!!!! It’s rubbish and not user friendly at all.
Note: 16 Oct – They just credited $100 back into my dad’s Grab wallet a while ago. Again, no emails or calls.
Note: The lady CSO who attended to my dad’s case on 12 Oct was super nice and resolved the issue within less than an hour. Thank you, Kay!