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Help! I Was Banned From Lyft and No One Will Tell Me Why.


His explanation: good customer support is labor- and resource-intensive, and its advantages are hard to measure by many firms’ metrics. (Lyft didn’t reply to questions on Mr. Orosz’s thesis.)

Many shoppers quit. But Matt, you mentioned to me that if I hadn’t stepped in, you were going to make use of connections from the California Bar Association to seek out an attorney who works for Lyft and might have the ability to try to unravel the issue from the within. In other words, you’d take the identical route I did to unravel my Instagram problem.

Mr. Orosz notes that the dearth of customer support is so deep-rooted that this privileged string-pulling has essentially gone mainstream. Amongst those that take jobs at big tech firms, “as soon as you update your LinkedIn profile to your latest gig,” he wrote, “you begin to get messages from friends of friends asking them to unravel one in all their problems.”

That sounds terribly inefficient and unfair and, in fact, leaves the overwhelming majority of users without friends inside tech firms out within the cold. And, a minimum of as he described his experiences at Skype and Uber, it might not even work: When he tried channeling friends’ problems through internal systems, they were rarely solved. His suggestion: Switch to firms — often smaller ones — that care more about customer support.

What does that mean for ride-share apps, where Uber and Lyft dominate? Possibly old-fashioned automotive services that answer the phone — shout out to Mexicana Automobile Services in my Recent York City neighborhood — or, gasp, public transportation. But when traveling in strange cities, Uber and Lyft sure feel familiar and convenient (and, as you note, Lyft runs the bike-share program in San Francisco and other cities).

Though a customer support agent told you Lyft couldn’t “legally” provide you with more information, Ms. Condarco-Quesada said he misspoke. As an alternative, she said, Lyft doesn’t share specifics to guard its fraud-prevention measures. The system, she wrote, had “flagged several anomalies … lots of that are noted in the e-mail exchange.” She was referring to your final email — one which Lyft never answered — during which you list your suspicions about why your account could have been flagged. I cross-referenced your suspicions, which mostly revolved across the incontrovertible fact that you used company computers fairly than a smartphone to order rides, with the list of 17 “restricted activities” in Lyft’s Terms of Service. The one one which even somewhat matched: the prohibition against disguising “the origin of any information transmitted through the Lyft platform.”

You mentioned that your office uses a service called Splashtop to attach your private home and office computers. You suspected that Splashtop might work like a VPN service, masking the IP address of your private home computer, but Annie Chen, the corporate’s vp for product management said that’s not the case. Lyft wouldn’t provide any further information.

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