My son needed a ride to a Boy Scout campout yesterday and neither Jen nor I were home to take him. I had the idea to call a Lyft driver for him. My son accidentally left his phone in the Lyft car and this is the timeline of what happened as we tried to get it back. I’ll call the driver “Joe”:
5:09PM: I book a ride through the Lyft app. Joe picks up my son.
5:21PM: Joe drops off my son at the destination.
5:25PM: Jen calls me to say that my son left his phone in Joe’s car. She is home now.
5:29PM: I use the “Lose something?” link in the Lyft app to report this to Joe. Joe never replies.
For the next 45 minutes, we watch my son’s iPhone on “Find My Friends” and see Joe’s car parked right across from where my son was dropped off (but my son had already left again so he couldn’t go get it). I don’t worry yet because I’ve already reported the loss and I assume Joe will be a decent person and return the phone. I try a couple of times to request another Lyft ride, hoping that Joe will come back to my house so we could get the phone. Other drivers accept the requests but I cancel them because I only wanted Joe, not another ride.
6:13PM: My wife calls the phone but it goes straight to voicemail.
6:23PM: Starting to get nervous, I take a screenshot of “Find My Friends” to have a record of its last known location. (This comes up later.) Shortly after this, the phone disappears from “Find My Friends”.
6:56PM: Worried now, after much frantic search I find that I can contact Lyft through Twitter. I do so. We have a slow, agonizing conversation because it takes the Twitter person many minutes to reply after each of my messages. They tell me I can’t call Lyft’s contact phone number because that’s only for emergencies.
7:56PM: I use Lyft’s website to file two missing item reports: one to the Lost & Found department, and another one to the “Lose something?” link. Lyft explains that they only get messages explicitly sent to the Lost & Found department, that the “Lose something?” link goes directly to the driver, and that Lyft’s customer service doesn’t have access to those messages.
7:58PM: Joe texts me. He miraculously got this message, just not the one I sent at 5:29PM. He tells me he looked for the phone but didn’t find it. I reply that I watched it drive around Alameda. He said he got another request from my home address for a Lyft. I reply that I was trying to get him to come back to my house so I could recover the phone. I also told him where I last saw my son’s phone on “Find My Friends”. Joe replies that this is where he lives.
8:06PM: Joe calls me and we talk. He says he looked but couldn’t find it. I ask him to look under the seats. He says it’s not there. I said I will have to call the police to make a report for insurance and ask if he will be willing to talk to them to help me. He gets very agitated and defensive. I assure him that I’m not blaming him but might need his help. Suddenly he changes his story to say he has taken two rides since my son. I say, “oh man, that’s too bad. Now I’ll definitely have to make a police report.” Then he changes the story again to say he’s taken “several” rides, including one to the airport, and that one of those people must have it.
8:13PM: I call the Alameda police department to report it stolen. An officer cames out a little later and I give her all this information. She’ll be contacting him if she hasn’t already.
I like to believe the best of people and I kept reassuring myself and my wife by saying, “oh, it’s wedged up under his seat or something”. But this paints a really, really bad picture for Joe:
- Why didn’t he reply to the 5:29PM message I sent through Lyft? We’d already texted my son’s phone several times by then and Joe had to have heard it. By the time I first reported it as lost, Joe knew the phone was still in his car. There’s no way he didn’t.
- The phone’s last known location was at Joe’s house, which was only a few blocks away from where he took my son. That’s by Joe’s own words. That’s where the phone was when it went offline - not off cruising through the city. I watched “Find My Friends” the whole time and it was only two places before it stopped responding: my son’s destination and Joe’s house. It certainly wasn’t at any airport.
- Why did the phone go offline a couple of minutes after my wife called it while it was sitting at Joe’s house?
The police will draw their own conclusions and they may or may not get it back. I don’t know. All I know is that my son is out his Christmas present, it disappeared from Joe’s possession, Joe ignored my first attempts to recover it, and it was turned off while it was parked at Joe’s house right after Jen called it. The only plausible explanation I can come up with is that Lyft’s driver is a lying thief and I’m out $600 because I chose to use their service. I can’t conclusively prove what happened, but I’m 100% convinced I’m right. There’s just no other answer that fits the evidence.
The worst part is that I gave Joe a 5 star review and a 20% tip before I knew what happened. That’s just adding insult to injury.
Information I gave the police
By the time the police officer visited, I had gathered up:
- Joe’s picture from the Lyft receipt
- A transcript of my text chat with Joe
- A screenshot of “Find My Friends” showing the phone at Joe’s house
- A transcript of my Twitter chat with Lyft
- The phone’s serial number
- This timeline
I have a stack of paperwork proving my side of the story. It’s not something I just made up.
Lyft through all this
For their part, Lyft’s support people have been very pleasant and as helpful as they could reasonably be. There are a few things I believe directly contributed to this outcome, though:
- According to Lyft, the “Lost something?” link in the app and in email receipts goes directly to the driver. It does not go to Lyft. They had no record that I’d attempted to contact the driver.
- They only offer phone support for emergency accident situations. The only other form of interactive help I found was via Twitter. In this situation, every minute counted and it took a long time to get the conversation started.
- Once engaged with Twitter, the average response time between when I sent them a message and they replied to it was 7.5 minutes. Again, when time is of the essence those silent minutes stretched out long.
I think they could make changes that would help resolve such situations more quickly and satisfactorily:
- Provide a non-emergency customer service phone number so that riders can engage Lyft support more quickly when necessary.
- Log “Lost something?” messages to riders’ accounts so that support is more quickly aware of urgent situations.
- Provide additional online communications channels like web chat. I love Twitter and use it often but that’s a poor primary support method. I can imagine how frustrating it would have been to have had to sign up for a Twitter account before I could start a conversation with Lyft.
- Hire more support employees. The support staff I spoke with was very polite and helpful but I got the mental image of three well-meaning but overworked employees trying to help 40 people at once.
- Mostly importantly, stop offering ride requests to drivers as soon as something is reported missing. When I first used the “Lost something?” link, Joe was still parked within a short distance of where he’d dropped my son off. If Lyft had a “take the driver offline until they respond” policy, this whole episode could have ended 8 minutes after it began. There would have been no question of what happened because no one else would have been in the car, and Joe would have had an incentive to reply because he would have stopped earning money.
These changes would go a long way toward making a highly stressful situation a little more bearable. I would have felt I was working with Lyft instead of in spite of them.