paulryanrogers 11 days ago

Horrific. I'm surprised the DOJ isn't getting involved.

> Employees are instructed that unless lawyers are involved, they should not send written versions of their reviews but pass it on “VERBALLY to the customer.”

In what world does this make sense?! I imagine it's always better to communicate in writing, otherwise why not say nothing or at least ask legal to vet it?

  • Jiro 11 days ago

    They can't ask legal to vet it unless they put it in writing, which would defeat the purpose. If it's put in writing, 1) they have to retain it for however long their document retention policy says and 2) it can be subpoenaed and quoted out of context in a lawsuit.

Jiro 11 days ago

"Thousands of complaints" does not mean "thousands of valid complaints".

  • enslavedrobot 11 days ago

    Exactly. How many of them are legit? How many were serious accidents? How many were reported to the police? What are the rates of complaints for other companies?

    It's like the article isn't even trying to be informative.

ranguna 11 days ago

Thousands of complaints amounts millions of car journeys doesn't seem too bad.

All the car has to do is to be better than humans. Humans also make accidents, its just that we generally don't make a complaint be cause we know it's our fault.

  • paulryanrogers 11 days ago

    What counts are the stats per mile driven and the nature of the mistakes. Humans are actually pretty good, even teens. They're mistakes tend not to result in death or severe bodily injury. Even better other humans have a sense for the tendencies of other humans, so they can adapt and mitigate better than a car that behaves in a foreign way or may change with a software update at any time.

  • rad_gruchalski 11 days ago

    The problem isn’t that they have accidents. The problem is how they handle them.