Uber found itself in a firestorm after the company tweeted out a racial slur in response to a customer seemingly seeking customer service help. Although much of the internet was incensed by the use of the word, the explanation about how it actually happened is bizarre yet true. Still, will the people forgive the ride-sharing app for the offensive oversight?
This situation has spun Twitter into one of its outrage moments but has also posed the question about how companies regularly man their social media pages.
What started as a typical customer service tweet from a seemingly regular customer turned into a Twitter catastrophe.
"@Uber_Support I had an awful driver today. I want my money back!!!!! Please respond so we can work this out," read a tweet from a now-deleted account called @realTheeCheney.
Uber promptly responded with a tweet that read, "We're so sorry about that N-----. Please send us a DM with your phone number with additional details of your concern, so we can connect."
But before you rush to cancel your Uber account and delete the app, you might want to know one important fact about the account that originally tweeted Uber.
According to multiple news outlets, the @realtheeCheney account — which has been deleted — is actually a leftist account that supports the Make America Great Again (MAGA) movement. The page regularly baits other Twitter pages into tweeting racial slurs all the time.
I know. It sounds relatively boring and uninspiring to spend time repeatedly doing this, but in the words of Donald Gover, this is America and people think corny stuff like that is funny.
To give you a better idea of how Uber runs its Twitter account, check out this screenshot.
The Uber Support page is set up to address users by the first name it detects in a person's profile. The point is to obviously a create a more personable customer service experience while maybe skimping out on paying an actual social media person to respond manually to the many tweets the company receives. Since the racial slur incident, the brand has removed that feature from its Twitter responses or hired an actual human who deserves the salary and the benefits. Let's hope the latter is what went down for the sake of making America great again, eh?
Never forget how Google allowed the White House to be labeled in 2015.
According to Google, it had nothing to do with the White House being labeled as the "[N-word] house while Barack Obama was president. The company fixed the issue and apologized to the public for the oversight. The public was ticked off but it's four years later and we're all still Googling the hourly weather among other things. Uber can survive this Twitter mess, right?