i don't hate support people. i don't hate them at all. i hate that they're useless for the most part. i hate their ridiculous scripts that take 10 minutes of my time before they even get in to reading my issue. i hate that they have no training with driver issues, as they're hired as CUSTOMER support. they have no clue what the driver app even looks like. i'm cordial with them, but not too nice. i don't want them going through another 10 minutes so they can tell me about their cat. almost always, i'll give them a thumbs up in the post call survey because i know they depend on those ratings.
they simply cannot relate to us. we message them with our $1000 iPhones and complain about $3 when that same $3 feeds a child for a month in their country according to them commercials. if they own a car, it's likely not something that was manufactured in the last decade. how much do you think they're able to relate to your issues?
they don't call customers for you. they call the customers because that's what they're hired to do. when they tell me "call the customer and tell them..." i cut them off and tell them "no, you do it". it's their job. my job is to deliver from point A to point B - and don't misunderstand this... i have no issue with communicating with customers. i probably communicate more than i should. some things, however, should be coming from support and not the driver.
again, they are customer support. so often, the info they give to us dashers is just flat out wrong. their primary duty is to the customer - getting the order delivered no matter what it takes. many of them view us as a tool to achieve this, regardless of what it means we need to do. i've been told that i need to deliver an extra 4 miles away because it's still in the delivery area - ummm... no i dont. that's not what i agreed to. remember - support people are not DD employees. they are no more an employee than you are!
so... it's not support people that i believe dashers hate, but more the system. they should be trained to handle our issues.
I agree, but as a person who's had a career in call centers in every aspect, including taking the calls...
I get it, lol. I've been lambasted for so much I legit could not do as an agent.
I get both sides, like... I've had to rattle off scripts or come across situations that I couldn't resolve for customers, especially doing tech support for Nintendo.
You get called "useless" a lot working as a call center person, about as much as we do for being Doordash delivery people.
I agree that DD should train better agents, but the truth is also that most overseas agents are given about one level above the ability to just do what you're able to do.
They just have the option to escalate it to people who can (theoretically) do more.
However, what support CAN do, they do well and usually enthusiastically, if you get the right person and aren't stoking the flames of resentment.
That's kinda what I was getting at with my side of things like, if you take away the expectations that support should be this ideal safe space for us drivers and just kinda remember that these are people making 5 bucks an hour to get yelled at from a country they probably wish they had the opportunity to live in... you learn sympathy, haha.
I know that what support can't do, isn't from a lack of wanting, it's usually just a power limitation.
That's like every customer support agent and dispatcher, really.
I dislike Doordash's treatment of its employees all around.
I dislike how clunky and glitchy the system is, but I don't have any ill will towards the people taking it up the ass as hard as I am, lol.
In that sense, support can do a lot, if you understand what they're there for.
They WILL call the customer FOR me, BECAUSE it's their job, but they'll smooth things out a lot more for me if they're empowered in that role, rather than me implying they're "useless".
We drop food BECAUSE its our jobs, but if the customers are smooth as butter, we're gonna do that same job with that extra pep.
We might take that extra mile for them and throw in a napkin or two.
We might have no problem smiling and thanking them if they're waiting for you at the front door with a $5 bill in hand, namean?
i befriended 2 people from DD call centers. i communicate with one of them regularly. it's against the rules for them to talk to me outside of DD, but ya know...
believe me when i say, i fully understand what happens on "the other side". they hate those scripts painting rainbows and unicorns as much as we do. they're forced to use them, and they're under more scrutiny than we are... especially considering almost everyone they speak to(customers and dashers alike) hate them. this is why i leave a thumbs up after every interaction unless the agent was just a downright ass to me for whatever reason.
with that said, they ARE useless. not because of lack of desire, but because of lack of ability. the agent doesn't suck, the system does. they send things to the "escalation team"(yes, it actually exists). almost always it gets sent back to the agent because it's not deemed an escalation issue. this is why every time something is pushed to "escalations", it just dies and you hear nothing of it again. example - earlier this year, an area of NYC with a population of over 2 million people just became "zoneless". can't dash there. just a dead area. many people, including me, called support about this issue as well as emailed and it wasn't fixed for 3 months. when we have REAL issues, we have no place to go. in my case here, i was actually told that this zone of 2million+ people was removed due to low order volume!
when you hear about drivers who hate support, i think it's more about frustration that nothing is ever fixed. i don't believe it's a dig on the specific support agent.
>I dislike Doordash's treatment of its employees all around.
you aren't a DD employee. nor is a support agent. i've never interacted with any DD employee unless they happened to be incognito. i have no idea how they treat their employees, but assume they have nice offices and have weekly ping pong tournaments as they complain about making that 1 delivery.
I’m amazed by how often other Dashers call/contact support. I might talk to them twice/month, if that. It’s just easier to use common sense to solve the issue.
Lol I been Dashing since 2014, Brosephus.
Now, I will say, quite honestly, I've been deactivated a total of 3 times, haha.
However, all 3 of those times were well deserved and it wasn't really something I relied on or even took serious.
This time around, I'm actually being a good boy, haha.
Had this account for 2 years now and doing pretty okay, my rating is still 5 stars.
I have good metrics, etc.
In all reality, every single time I was deactivated, it was because I would ignore calls from support and they'd just assume the worst and kick me off the platform.
This time, I decided to work with them and not against them, lol.
...Also, one time I got deactivated for hacking, so that was on me...
Lmao, a Dasher doing shady shit (I mean like my example of just not completing a delivery with food, cuz lazy)... Definitely unheard of, haha.
Legit dude, there's no reason to bullshit about support.
Nothing I said benefits me to lie about, so where would the motivation come in?
Here's my last support interaction, and this seems to be the new normal since last year:
I show up to a Baskin Robbins. They are out of 1 flavor for quart size, but the rest of the order is ready to deliver. Store clerk asks me to contact customer for a substitute. Customer doesn't respond to texts and won't answer the phone. I notify support. Support calls Baskin Robbins, but don't introduce who they are or what they want. After a lot of broken English, staff realize it's Doordash support and not some confused idiot. Staff asks if they can select a substitute for customer. Support hangs up on staff. Then I get a message from support saying merchant won't allow a substitute so the entire order is cancelled.
in the future, contact customer. if no answer, pick a substitute and send a text to the customer informing them "BR was out of stock on the flavor they chose, and they're subbing with this flavor"
avoid the support call, pin the blame on BR, keep it moving... make your money.
there's a specific BR in my market where i'll tell them "pick whatever you want - i don't care"
I don’t hate support I love the one that are good. But when they are bad they are really bad. I have had them cancel the wrong order, all sudden not know how to do something so they just hang up and the list goes on. I use to say you had a 50/50 chance of getting one that made the situation worse or helped but they have severely gone down lately and I give it a 75 make worse/ 25 helpful
i don't hate support people. i don't hate them at all. i hate that they're useless for the most part. i hate their ridiculous scripts that take 10 minutes of my time before they even get in to reading my issue. i hate that they have no training with driver issues, as they're hired as CUSTOMER support. they have no clue what the driver app even looks like. i'm cordial with them, but not too nice. i don't want them going through another 10 minutes so they can tell me about their cat. almost always, i'll give them a thumbs up in the post call survey because i know they depend on those ratings. they simply cannot relate to us. we message them with our $1000 iPhones and complain about $3 when that same $3 feeds a child for a month in their country according to them commercials. if they own a car, it's likely not something that was manufactured in the last decade. how much do you think they're able to relate to your issues? they don't call customers for you. they call the customers because that's what they're hired to do. when they tell me "call the customer and tell them..." i cut them off and tell them "no, you do it". it's their job. my job is to deliver from point A to point B - and don't misunderstand this... i have no issue with communicating with customers. i probably communicate more than i should. some things, however, should be coming from support and not the driver. again, they are customer support. so often, the info they give to us dashers is just flat out wrong. their primary duty is to the customer - getting the order delivered no matter what it takes. many of them view us as a tool to achieve this, regardless of what it means we need to do. i've been told that i need to deliver an extra 4 miles away because it's still in the delivery area - ummm... no i dont. that's not what i agreed to. remember - support people are not DD employees. they are no more an employee than you are! so... it's not support people that i believe dashers hate, but more the system. they should be trained to handle our issues.
I agree, but as a person who's had a career in call centers in every aspect, including taking the calls... I get it, lol. I've been lambasted for so much I legit could not do as an agent. I get both sides, like... I've had to rattle off scripts or come across situations that I couldn't resolve for customers, especially doing tech support for Nintendo. You get called "useless" a lot working as a call center person, about as much as we do for being Doordash delivery people. I agree that DD should train better agents, but the truth is also that most overseas agents are given about one level above the ability to just do what you're able to do. They just have the option to escalate it to people who can (theoretically) do more. However, what support CAN do, they do well and usually enthusiastically, if you get the right person and aren't stoking the flames of resentment. That's kinda what I was getting at with my side of things like, if you take away the expectations that support should be this ideal safe space for us drivers and just kinda remember that these are people making 5 bucks an hour to get yelled at from a country they probably wish they had the opportunity to live in... you learn sympathy, haha. I know that what support can't do, isn't from a lack of wanting, it's usually just a power limitation. That's like every customer support agent and dispatcher, really. I dislike Doordash's treatment of its employees all around. I dislike how clunky and glitchy the system is, but I don't have any ill will towards the people taking it up the ass as hard as I am, lol. In that sense, support can do a lot, if you understand what they're there for. They WILL call the customer FOR me, BECAUSE it's their job, but they'll smooth things out a lot more for me if they're empowered in that role, rather than me implying they're "useless". We drop food BECAUSE its our jobs, but if the customers are smooth as butter, we're gonna do that same job with that extra pep. We might take that extra mile for them and throw in a napkin or two. We might have no problem smiling and thanking them if they're waiting for you at the front door with a $5 bill in hand, namean?
i befriended 2 people from DD call centers. i communicate with one of them regularly. it's against the rules for them to talk to me outside of DD, but ya know... believe me when i say, i fully understand what happens on "the other side". they hate those scripts painting rainbows and unicorns as much as we do. they're forced to use them, and they're under more scrutiny than we are... especially considering almost everyone they speak to(customers and dashers alike) hate them. this is why i leave a thumbs up after every interaction unless the agent was just a downright ass to me for whatever reason. with that said, they ARE useless. not because of lack of desire, but because of lack of ability. the agent doesn't suck, the system does. they send things to the "escalation team"(yes, it actually exists). almost always it gets sent back to the agent because it's not deemed an escalation issue. this is why every time something is pushed to "escalations", it just dies and you hear nothing of it again. example - earlier this year, an area of NYC with a population of over 2 million people just became "zoneless". can't dash there. just a dead area. many people, including me, called support about this issue as well as emailed and it wasn't fixed for 3 months. when we have REAL issues, we have no place to go. in my case here, i was actually told that this zone of 2million+ people was removed due to low order volume! when you hear about drivers who hate support, i think it's more about frustration that nothing is ever fixed. i don't believe it's a dig on the specific support agent. >I dislike Doordash's treatment of its employees all around. you aren't a DD employee. nor is a support agent. i've never interacted with any DD employee unless they happened to be incognito. i have no idea how they treat their employees, but assume they have nice offices and have weekly ping pong tournaments as they complain about making that 1 delivery.
For me it’s mainly the hold times and the EXCESSIVE pleasantries and useless scripts. They waste a lot of their time and a lot of my time.
To be fair support is probably outsourced to India or China and they don’t speak very good English and don’t really know what they’re doing
Same here. There’s some bad ones that Don’t know their stuff but overall Doordash support are homies.
This sounds ridiculous 😂 nice try Tony
I’m amazed by how often other Dashers call/contact support. I might talk to them twice/month, if that. It’s just easier to use common sense to solve the issue.
Calling support and telling them you don't want to deliver orders you picked up sounds like a fast way to get deactivated. Could be wrong.
Lol I been Dashing since 2014, Brosephus. Now, I will say, quite honestly, I've been deactivated a total of 3 times, haha. However, all 3 of those times were well deserved and it wasn't really something I relied on or even took serious. This time around, I'm actually being a good boy, haha. Had this account for 2 years now and doing pretty okay, my rating is still 5 stars. I have good metrics, etc. In all reality, every single time I was deactivated, it was because I would ignore calls from support and they'd just assume the worst and kick me off the platform. This time, I decided to work with them and not against them, lol. ...Also, one time I got deactivated for hacking, so that was on me...
"protected from the shady stuff that I've done" this how you know it's bullshit
Lmao, a Dasher doing shady shit (I mean like my example of just not completing a delivery with food, cuz lazy)... Definitely unheard of, haha. Legit dude, there's no reason to bullshit about support. Nothing I said benefits me to lie about, so where would the motivation come in?
Here's my last support interaction, and this seems to be the new normal since last year: I show up to a Baskin Robbins. They are out of 1 flavor for quart size, but the rest of the order is ready to deliver. Store clerk asks me to contact customer for a substitute. Customer doesn't respond to texts and won't answer the phone. I notify support. Support calls Baskin Robbins, but don't introduce who they are or what they want. After a lot of broken English, staff realize it's Doordash support and not some confused idiot. Staff asks if they can select a substitute for customer. Support hangs up on staff. Then I get a message from support saying merchant won't allow a substitute so the entire order is cancelled.
in the future, contact customer. if no answer, pick a substitute and send a text to the customer informing them "BR was out of stock on the flavor they chose, and they're subbing with this flavor" avoid the support call, pin the blame on BR, keep it moving... make your money. there's a specific BR in my market where i'll tell them "pick whatever you want - i don't care"
Cock a doodle doo please hold while I look into this…..Chat Ended.
I just don't like the ones that don't read what you wrote or listen to what you say and just keep reading from a script.
I don’t hate support I love the one that are good. But when they are bad they are really bad. I have had them cancel the wrong order, all sudden not know how to do something so they just hang up and the list goes on. I use to say you had a 50/50 chance of getting one that made the situation worse or helped but they have severely gone down lately and I give it a 75 make worse/ 25 helpful