Since my emails to you result in this

We’re unable to respond to conversations that have been closed. Please note that your message has not been received by our support team.

And I really need to say something to your reply closing my original issue, this is my post!

Here’s my orginal text to you from within the app

Amount Of Cash Paid To Driver : 500
Share Additional Details : THIS IS NOT A COMPLAINT. My driver was very helpful and brought me home in rain and traffic conditions with lots of patience. He was however running low on gas and was getting slightly apprehensive. I on my own accord offered my directions to a gas station, once he dropped me off and willingly gave him Rs. 500 since he was low on cash. (I have also paid for the trip via my credit card) So if you can adjust that for me, please do. Else, I’ll just consider it my good deed for the day. Regards, Mario Jason Braganza
Sent by Jason B. on Friday, July 20, 2018 at 3:42:12 AM

And this was your reply, which somehow ticks me off when you deign to tell me


Thanks for writing in Jason,

I reviewed your account and can see that your chosen payment method was your VISA XXXX. As a one-time exception, I’ve added INR 500 Uber credits to your account. You can see them under the payments section of your app. Please note that there is no need for you to pay in cash to the driver partner on a non-cash trip. The same is expected when you request rides for your family, friends etc. The trip fare is inclusive of tolls/parking fee and any other charges if applicable.

To avoid similar issues in the future, always make sure that you don’t pay with cash if you’ve already selected another form of payment.

We appreciate your understanding.

Well, you see that’s what ticks me off.
You decide something is one thing despite me expressly telling you it’s the other. And then you presume to lecture me on what I should so.
So you see, I do need to reply.
And since I cannot reply to that mail, I’ll post it here on my blog for posterity.

> To avoid similar issues in the future
Helping people and being human is not something I wish to avoid.

The driver was helpful and young and apprehensive.
He went out of his way to reach me home safe. I helped him back without his asking me to.
If your drivers can do so much, is your back-office so loathe to employ humans and look at exceptions and deal with them?

If you can help me, well and good.
If not, don’t.

> As a one-time exception
While I am thankful for the refund, I don’t need your charity or condescension.
I managed to travel before Uber was around and I’m quite sure I’ll be able to, even now.

Mario Jason Braganza

Like Seth Godin points out in a post he’s just published, a day before

The thing is, “garbage in, garbage out” is lazy.

It’s lazy because it puts all the onus on the user or the environment. It lets the device off the hook, and puts the focus on the system, which, the device creator points out, is out of his control.

It’s one thing to make a sports car that runs beautifully on smooth roads, perfect tires and premium gas, but it’s a triumph of engineering to make one that runs beautifully all the time.

It’s one thing to organize the DMV so it works well when every person reads all the instructions, fills out the forms perfectly and patiently waits their turn, but it’s a generous act of customer service and organization when the system is resilient enough to work with actual human beings.

The extraordinary teacher adds value to every student, no matter what their home is like. She sees possibility and refuses to settle or blame the inputs. Isn’t that the way we’d like every professional to see the world?

The better mantra is, “garbage in, gorgeous out.”

That’s what we hired you for.

(updated later same day to include a reference to Seth’s post)