Their front line customer service reps (for Uber in the US) are in Manila, Philippines. You won't get a stateside rep to respond to your inquiry/complaint without constant nagging and complaining. The reps in Manila can either be one of three types. 1. Form letter response that doesn't actually relate to your message. 2. They get ambitious and write a personal response. Most times it's intelligible, sometimes it's not, but either way, it's usually not helpful. 3. You get a rep that actually knows what they are doing and actually helps you (rare, but they do exist!)
Uber's customer service absolutely sucks, but I use them anyway because it's convenient. (and because most of the time, there's no surge while Lyft is doing a 150% prime time)