GoGet Carshare

@aaronsmith Hi Aaron, all emails are answered by our human team. In this case we absolutely didn’t deal with it they way we should have, and fell short of the service level we strive to offer

@GoGet Thank you. Will you be making a statement? There’s speculation GoGet uses AI instead of real staff, which might explain the contextless responses. Given your system automatically takes money, clear explanation and transparency might be appropriate to restore confidence.

Let me tell you a story about how @goget stole $243 from my friend Sam, ignored all reasonable attempts to resolve it, and left him no choice but to pursue legal action, on principle. Some disputes are murky. This isn’t. You’ll be thinking: what the actual fuck, @goget. /1

@AncusKelly @aaronsmith Hi @AncusKelly, all emails are handled by our human team. In this case it absolutely wasn’t handled or escalated the way it should have been well before it reached this point. We’re reviewing the whole process and training right now to stop this happening again

@GoGet @aaronsmith Was this AI he was speaking to or a real person?

@helloluxx Hi Helloluxx, really sorry to hear this, are you able to DM your contact details so I can find your account and look into this? Our system wouldn’t apply a fine for a 2 minute early collection so I’d love to look into it and figure out what happened.

Waited 2.5 hours for a @GoGet chat and then the operator disappeared. 0/10 for customer service GoGet. TERRIBLE SERVICE --------> DO NOT USE THIS CAR SHARE <--------- They fined me $25 for picking up my car 2 minutes early.

@0Tech3 Really sorry about this! Are you able to DM us your details so we can take a look at your account?

@GoGet Seriously?

@larkofadefinite I’ve also arranged to have that fine refunded back to you. Really sorry again for the horrible experience .

@larkofadefinite I completely understand. I’ll absolutely follow up with our member services and fleet teams to understand what went wrong & how to make sure it doesn’t happen again. Our late fines are unfortunately automated, though the team should have extended to ensure you didn’t get one.

@larkofadefinite Hi Gillian, really sorry to hear about this. I’ve escalated this to our head of our fleet to investigate what happened. All our cars have regular safety checks, which includes a tyre check but we will review our records and follow up with NRMA to understand what happened here

@SerbYeung So sorry to hear you had an issue with your booking. Are you able to DM me your details for me to investigate?

@SteveCinq Hi Steven, really sorry about this. We’re struggling to replicate the issue on our end to see what’s gone wrong. Are you able to send me a screenshot including the address bar and let me know what version of Firefox you are running?

@GoGet When I sign in (Firefox, Windows 10) I constantly get this and can't get rid of it:

@lizallen___ Hi Liz, we’d love to help if you’re in Sydney, Melbourne or Brissy. Check us out at goget.com.au

@Rob_McKay Hi Rob, sorry about this, one of the team will give you a call

Hey @GoGet - what is happening with your Customer (Dis)Service? You randomly change my plan, charge me without approval, then suspend my account, and then give me the run around through your offshore call centre about what is happening. CX - 0/10 Security - 0/10

@leavingamarc Hi Marc, sorry to hear this. Can you DM us your account details so we can take a look?

Hi @GoGet your team incorrectly and illegally assigned a fine to me, even though I have the correspondence showing that your team were responsible. This is illegal and needs to be resolved. Abhorrent

@peabodywashere Thanks so much for letting us know, we really appreciate it. We’ll get it fixed up!

@cruisinthetweet Hi Chris, I’m sorry about this. Are you able to DM us your contact details and I’ll make sure it gets followed up with you tomorrow?

@GoGet I submitted a complaint with your team on Tuesday and was promised a call back by close of business. It is now Thurs evening and I still have not heard anything Issue below: Last Saturday we booked a vehcile for a 2 hour booking, which turned into an 8 hour nightmare...

@airymaryfairy Hi Mary, how can we help?

@goget i have a bone to pick with you

@shellsatwit Thanks Shelley, that’s great to hear! We’ll pass along your kind words. And sorry about the issue with Gharda, the team are on it!

@GoGet hats off to Ian in the customer service center who assisted me yesterday morning 26th April with changing from Gharda the Yaris who did not start - sounded like the alternator is gone- to Kwan the Corolla. Top service Ian. You were brilliant 👏🏻👏🏻👏🏻

@taniahumphreys Hi Tania, if you drop us a DM with your email address we’ll send one along

@GoGet any chance there is a summary of the changes to the membership agreement?

20.1 million vehicles are registered in #Australia, accounting for 11% of #GHG emissions. Demonstrating functionality rather than ownership, @GoGet helps reduce emissions and the need to own a car. Find this #sustainablebusiness case study here altiorem.org/2023/02/22/how…

@datakid23 Sorry about the delay getting back to you. It’s always a balance trying to disincentivise late returns while keeping the service useable for our members when things go wrong or something unexpected happens. If you can DM us the details we’ll be happy to take a closer look. Thanks