Forum Discussion

bwitt's avatar
bwitt
Steady Solver
19 days ago
Solved

docked bike but then was not docked?

I had a terrible experience today (3/14) with BayWheels and the Android app:

I docked a bike at a station, the green light came on, and I heard the success sound.  I did not check the app to confirm the ride had ended since everything seemed fine.

I was walking to another station to take another bike, and I noticed on the app that the previous ride had not ended yet!  so I puzzled over that and went back to the station, and the bike was docked and locked in the station.

As I was going to engage support via the app, under ending a ride, I noticed a new button that said something like "end the ride," so I clicked it.  That did end the ride, but charged me as if the ride had been going on that whole time (7 minutes) when the actual ride was only 2 minutes.  And it ended my bike angles streak.

When I clicked through to chat with support, they told me there was nothing they could do since they did not see any attempts to dock or end the ride, and the station was not reporting any issues.

Is there any chance of getting credited for those 5 minutes?  This was a terrible experience, and I guess the lesson is do not use that button that says "end ride".  Instead, you should contact support.

 

baywheels
  • Lyft_Omar's avatar
    Lyft_Omar
    10 days ago

    Hey there bwitt!

    Sorry for the delay in response here and sorry about this poor ride experience.

    I was able to find the ride you described on March 14th and while we are unable to re-institute streaks, I am able to provide the credits that were used on the extraneous 5 minutes which you should see in your account shortly.

    Apologies again for the miss here y'all! We appreciate all the riding you do ❤️ 

  • Lyft_Omar's avatar
    Lyft_Omar
    Bike Angels Team
    10 days ago

    Hey there bwitt!

    Sorry for the delay in response here and sorry about this poor ride experience.

    I was able to find the ride you described on March 14th and while we are unable to re-institute streaks, I am able to provide the credits that were used on the extraneous 5 minutes which you should see in your account shortly.

    Apologies again for the miss here y'all! We appreciate all the riding you do ❤️ 

    • bwitt's avatar
      bwitt
      Steady Solver
      10 days ago

      Wow, thanks Lyft_Omar I appreciate it!  Is there a bug with the stations being flaky and dropping events like this?  I wonder how common it is since Leslie52 reported something similar.

      • Lyft_Omar's avatar
        Lyft_Omar
        Bike Angels Team
        10 days ago

        At the moment we're not seeing multiple reports of this (which is good)! When I investigated your ride, the station itself wasn't offline but there was a dock that was having some issues communicating back around the time you were trying to end your original ride, so most likely it was just the dock itself having a connection issue.

        I can't speak about Leslie52's ride issue since I haven't investigated it yet but I would guess that's the same case or something along the same vein of it.

        A little peek behind the scenes but we do have tools to see when a dock is having some issues on our end versus an entire station, which helps Support and my team investigate deeper.

        TL;Dr no bug with stations being flaky at this time!

  • Leslie52's avatar
    Leslie52
    Steady Solver
    12 days ago

    I had the same experience.  The next time it happened at the same station I tried to key to make sure the ride had not ended...rather than my phone being the issue...it did not allow me to remove the bike...so I reported the station as down (rather than ending the ride) so I would not earn the triple points.  But when they retriggered the station, I was charged for the ebike being out for about 10 minutes, even though the bike had never released AND there were no classic bikes available.  I spent another half hour chatting and calling CSR, who were useless.  I was going to send the screen shots to Lyft to get credit, but given the fact that they have not even responded to your post after a week, I am hesitant to invest any more of my time doing so.  However...I will be addressing the fact that Lyft will now only cash out the bank I earned over the past year and a half for 15 cent per point gift cards, when the were supposed to be worth 20 cents (when they claimed banks "don't expire) is certainly worth my time...I am just too overwhelmed with more pressing issues at the moment.  Lyft seems to be following the lead of our corrupt government at the moment.   

    • Lyft_Omar's avatar
      Lyft_Omar
      Bike Angels Team
      10 days ago

      Hey there Leslie52!

      Sorry for the miss here on not tackling this sooner. If you would still like to give us a chance to remedy this, I'd appreciate a DM of the ride details so I can assist! 

      • Leslie52's avatar
        Leslie52
        Steady Solver
        10 days ago

        Do you have any idea how much time it would require to dig through all of my screen shots to find that information?  In fact, I am more concerned about the fact that Lyft has cheated me out of $7000 that was earned over the past year and a half, when banks were said not to expire and were awarding 20 cents per point.  It is one thing to reduce the amount going forward...but quite another to reduce the value of what was already earned (and without notice).  In fact, it may be illegal to make make changes to reward program changes without advance notification...as it is with credit card loyalty programs in New York state.  

    • bwitt's avatar
      bwitt
      Steady Solver
      12 days ago

      Wow yeah there must be some bug where the station has a flaky connection, thinks it reported the bike as docked, but was never received by the central system.  I noticed the dock disappeared from the app's map and came back a short time later during this time.

      And yes support is not helpful and I quickly gave up on fighting the charge since it seemed like it would be a long fight.  Other times support has been great and quick to credit, but not this time.