Uber is fooling customers with fake promo sms with hidden terms and conditions. Above all, on the same day two custmer care reps confirmed that I have promo active (apart from the SMS) and I made a trip. Then the third rep is telling there is no such offer. All details attached. It all started when I got an SMS that I will get an offer of 50% off for 5 rides will April 17th (screenshot attached). I travelled on April 17th and I got a discount of Rs. 50 and then I checked with them and they said, even if they don't say it, it is 50% off or Rs. 50, whichever is smaller. They confirmed in the mail that I have offer till April 17th again.

Below are the mail contents:

Mail 1

On reviewing your account I can see there is one active promotion on your account. It's valid till 17/04/2017. Hope this clarifies. We appreciate your understanding in this regard and hope you will enjoy future rides with Uber!

Sent by Ramakant T. on Monday, April 17, 2017 at 1:57:55 PM

Mail 2

Hi, Happy to clear this out for you, On reviewing your account I can see there is one active promotion on your account. It's valid till 17/04/2017. Hope this clarifies. We appreciate your understanding in this regard and hope you will enjoy future rides with Uber!

Sent by Shailindri on Monday, April 17, 2017 at 8:49:38 AM

I then made another trip and I got no offer. When I replied to the mail they sent before, they again "clarified" that I have the offer and said hope that clarifies my question. My question is why I did not get any discount at all and how will their confirmation that I have offer clarify anything. 

Mail 3

Sorry for the confusion about the promo code. I've checked your account and found that there is no active promotions as you mentioned. so could you please send me the screenshot of the message which you have received about the promo code. So that I can help you further. Don't hesitate if you have any other concern in future.

Sent by Deepesh on Monday, April 17, 2017 at 2:37:35 PM

My Open Questions

1. Where have you mentioned about max Rs. 50 in the SMS?

2. Why I did not get the offer after receiving the SMS and getting confirmed twice by costomer care?

3. Why the third person has not even checked the previous messages history before asking me to send the screenshots and forward messages? Is the coordination between the reps so bad and is the software so bad to not have any history of ongoing tickets?

Issue Updates

Update on Monday, April 17, 2017 at 11:45:50 PM (Mail 4)

Mail 4 from customer care after sharing this link:

MY PROMO CODE DIDN'T WORK

Monday, April 17, 2017 at 5:46:25 PM · UberGO

Happy to help, Are you able to confirm the specific offer you're referring to? If possible, please upload a screenshot of the text or forward the email you're referencing. Thanks in advance. We look forward to hearing from you.

Sent by Abhijeet P. on Monday, April 17, 2017 at 11:45:50 PM

This is real madness. I have already uploaded the screenshot. Even if you think for sometime that you have not received the link or the screenshot, the responses sent from uber.com official mail id by Ramakant T. on Monday, April 17, 2017 at 1:57:55 PM and Shailindri on Monday, April 17, 2017 at 8:49:38 AM confirms the offer. So the customer care only has to check that history. Why should I forward that mail again? Or do they not have any history tracking for their support system?

Update on on Tuesday, April 18, 2017 at 2:54:45 AM

Thanks for reaching out. In order for a promotion to apply to a fare, it must be entered before the trip ends. In this case, no promotion code was applied by the time your first trip ended, so we are unable to adjust your fare. Please let us know if we can help with anything else.

Sent by Apeksha B. on Tuesday, April 18, 2017 at 2:54:45 AM

Very interesting reply and matching to the post title. SMS clearly says no promo code to apply.  Even first trip I did not enter any promo code. Two customer care reps already confirmed it that promo is active until 17th (See Mail 2 and Mail 3). But customer care now insist I have to. So who is wrong? And which promo code I should have entered? Nothing was there in the SMS.

Final Update

Finally they accepted the mistake and give a cash credit of Rs. 200. Moving status as RESOLVED.