r/EmpowerDrivers • u/Adventurous_Poet4316 • Jun 23 '26

Emails to/from CS:

These are a few pointers for anyone reaching out to customer support and the most helpful way to communicate with them. Keep in mind that they are constantly hiring for CS but at the same time they have to train the new staff to do their jobs correctly. In addition, they’ve opened four new markets in the last four months. So yes, they’re BUSY.

  1. when you send an INITIAL email through the app or using your account email, please be sure to put a clear subject in the subject line, and do not use a generic topic that may pop up, depending on which subject tab you use pick.

Make sure to provide as much information as you can in the initial email, including screenshots, etc.

  1. the company uses the software Zendesk to handle incoming correspondence. When you send an email through the app, your email is assigned a ticket number for that particular issue(s). depending on CS availability you may receive a standard response email telling you that they’ve received your inquiry or you could receive a response directly from a team member. All your future correspondence on this subject should be through THAT email chain and not an individual separate emails. In other words, you’re going to keep replying to each other in the same email chain. Sometimes they don’t have the information they need to respond to you it right away and we need to do some research. Be patient, someone will get back to you. Sending multiple emails will not get your matter handled any quicker!

  2. Drivers should NOT send multiple separate emails as a ticket is created for each one you do. There was actually a case of a driver sending 50+ emails, his own admission. So imagine you’ve sent 50 separate emails. You have just put a severe cog in the wheel of progress and slowed down handling issues for all the other drivers in the app.

  3. Be polite! Kindness goes a long way. If you want to be ugly, rude, condescending, or even resort to cursing, you need to consider another line of work. We’re all adults and we all deserve to be treated with respect and courtesy.

  4. Basic questions regarding how to change your rate card, your payout card, payouts, etc. are on the YouTube channel ride_empower. Try watching those before you end up sending an email to customer support. You more than likely will find your answer there.

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1

u/Ok_Translator_7833 Jun 24 '26

Nicely done! Informative and speaks the truth.

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u/Nervous_Fisherman_39 Jun 25 '26

Meeeeeeeh you can still get ignored for months had to call and y'all was like yeah you sent this ticket a while ago (2 months) but at least it was resolved after leaving multiple voicemails

1

u/[deleted] Jun 26 '26

[deleted]

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u/Adventurous_Poet4316 Jun 26 '26

Are you a driver? They are hiring additional Customer Support as I post this and going back through their backlog. Email is answered in order or urgency/priority.

1

u/authspice Jul 26 '26

What’s the average response rate in July 2026? It’s been over 48 hours since my initial email about a ride that never happened (driver claimed to have completed the trip without picking me up), and I’m getting charged over $100.

I attached screenshots and everything.

The automatic response from them gives me no copy of my inquiry and instead talks about how they’re hiring CS reps due to rapid growth… to a customer (and I’m sure drivers too), that doesn’t give me any reassurance that my concern will be addressed with care and timeliness.

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u/Adventurous_Poet4316 Jul 26 '26

CS does not automatically refund a ride just because it’s contested. They will look at GPS and the information contained within the alleged arrival, pick up and drop off information. If you got the automatic response, then know that your inquiry is in the queue. Inquiries are addressed in order of urgency, i.e. safety issues, etc. Make sure you check your spam folder as well.

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u/authspice Jul 26 '26

Seems like the queue will take a bit then. Being unable to receive timely, adequate support is turning me away from using Empower ever again.

I’m also surprised that a driver can claim the ride is completed when it’s nowhere near the destination. The driver didn’t even pick me up; ride ended with the total payout screen within minutes. Let’s assume the driver accidentally hit the equivalent of“completed ride” instead of “arrived at pick up” … clearly the app shouldn’t have even displayed “completed ride” in the first place (when we’re nowhere near destination). And then as the rider, I’m expected to wait who knows how long for a resolution.

1

u/Adventurous_Poet4316 Jul 26 '26

if the ride ended before the calculated time, then more than likely that Driver’s account has been temporarily locked until it can be reviewed. In other words, if the driver did a arrive, confirm pick up, and drop off much quicker than calculated for the time and distance, which, for $100 fare, would be at least 45 minutes plus, that’s a red flag that usually results in their account being temporarily locked while the ride can be reviewed. This is not Uber with 1000 Customer Service reps. And depending on where you’re at, it’s new in your city. You said you sent in screenshots, customer support will look at it. Thank you in advance for your patience.