Uber Apologizes After Troll Prompts Customer Support To Tweet The N-Word

April 30, 2019  |  

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Uber issued a formal apology on Monday after the ride share app came under fire for using the n-word in a customer service response.

We’d like to sincerely apologize for the offensive tweet that was sent earlier. We’re investigating what happened to make sure it doesn’t happen again,” the Uber Support account tweeted on Monday.

The whole ordeal began when a user of a troll account tweeted the company citing an issue with their trip. However, the rider used the racial slur as their Twitter username, which populated in the automated response field when the customer service account responds to customers, according to Fast Company. The user then most likely quickly changed it to @realTheeCheney.

A spokesperson for Uber spoke to the outlet and shared the following message in regards to the debacle:

“We apologize for this offensive tweet and are disappointed our process to prevent something like this from happening was not effective here. Our support team is taking additional steps to help ensure this doesn’t happen again.”

The backlash for Uber comes during a particularly challenging time for the ride share company. As we live in an ever-changing world that relies more and more on technology, Uber has faced controversy over several instances including claims of racial profiling, sexual assault and harassment investigations, which led to the resignation of Uber’s CEO, Travis Kalanick in 2017. State by state, the company also continues to face opposition from local governments with a strong transportation union in cities like New York, San Francisco and Los Angeles.

Though the mishap was a mistake, it shows that there is true work needed in order to combat these types of events from occurring. And while the future of technology and our reliance on it remains unclear, hopefully the company will work towards combatting mistakes such as the one on Monday.

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