& shy; On the 13th, Miss Wang, a citizen, reported that she booked a special car for her father with a taxi-hailing software on her mobile phone on the evening of the 12th, but in just 10 minutes, however, she received 24 messages about the order being transferred, which made her at a loss and unable to inform her father of the information about the car reservation in time. On the evening of the 13th, the car company replied that the matter was caused by systematic reasons and apologized to Miss Wang.
& shy; [citizen encounter]]
& shy; The mobile phone was transferred 24 times 10 minutes after the special car was successfully arranged.
& shy; Miss Wang said that on the evening of the 12th, her father came to Fuzhou by train from other places, and the train didn’t arrive at Fuzhou Railway Station until 21 o’clock. At 20:10, Miss Wang took out her mobile phone habitually and made an appointment for a special car through the taxi-hailing software. After she entered the boarding place and the boarding place, the system replied that the appointment was successful, and prompted that the car information will be notified 25 minutes in advance. At 20:40, Miss Wang received the license plate number and driver contact information from the special car company. Just when Miss Wang intended to forward the information to her father, something unexpected happened to her: every few tens of seconds later, her mobile phone would receive a text message that the order was diverted.
& shy; Miss Wang said that from 20:40 to 20:50, in the short 10 minutes, the car company sent her a total of more than 20 messages of orders being transferred, which made her at a loss. Seeing more and more information received on the mobile phone, Miss Wang was not sure which information should be forwarded to her father. At this time, the time when my father arrived at Fuzhou railway station by train was getting closer and closer. In a hurry, Miss Wang called the complaint number of the special car company, and the other party identified the “order to transfer vehicles” as the 24th.
& shy; Miss Wang guessed that when she booked a vehicle for her father, she indicated that the starting point and ending point were from Fuzhou Railway Station to Minhou Jingxi, and the distance was relatively long. She suspected that after the reservation was successful, the order was rejected by more than 20 drivers, so the car company had to re-assign vehicles again and again, resulting in frequent car changes. Later, Miss Wang called the customer service hotline of the special car company to complain about this.
& shy; [special car response]]
& shy; The company will optimize the system and express sorry to consumers
& shy; That night, Miss Wang posted her experience on the Internet, attracting netizens to “watch”. “After verifying the situation, the customer service of the special car company only apologized to me and did not give any other explanation.” Miss Wang said that she just wanted an explanation.
& shy; At noon on the 13th, a staff member of the special car company called and said that this was a loophole in the company’s system. They also encountered this situation for the first time. The driver was allowed to change the dispatch when it was inconvenient, this is the design problem of the system.
& shy; Miss Wang told reporters that a customer service manager of the special car company believed that the system did reserve the right of drivers to change the dispatch order. Among the more than 20 drivers who requested to change the dispatch order, most people are worried about delaying the passenger’s journey because of the long distance. This is also the first time that so many orders have been changed in their system.
& shy; At present, Miss Wang has called the National Transportation Service supervision phone to complain about this matter.
& shy; Yesterday afternoon, a driver of the car company sent an anonymous opinion to Miss Wang about the handling of the matter. The handling opinion described the incident of the day in this way: at 20:00 on May 12, the driver immediately changed the assignment after receiving the order, and the subsequent drivers also changed the assignment immediately, and all of them changed within half a minute, he did not contact the customer and changed to dispatch more than 20 times in just 10 minutes, so the customer complained on Weibo.
& shy; According to the processing result information provided by the driver mentioned above, this situation is relatively serious and is considered as “no service is provided after receiving the order”. Except for the last driver who received the order, more than 20 drivers will be fined.
& shy; Later, the reporter verified the situation told by Miss Wang to the special car company. Last night, the car company replied to the reporter by email that the incident was mainly due to system reasons, which caused the order to be reassigned many times and the backstage did not receive a reminder. The company is sorry for the customer’s repeated receipt of the vehicle transfer message. The company will optimize the system as soon as possible to avoid such multiple dispatch. Customer service personnel are actively communicating with customers to deal with this matter. As for the above-mentioned anonymous driver, many drivers were fined, and the car company did not mention it in the email. (Reporter Wang Guanghui)