Showing posts with label Lagos. Show all posts
Showing posts with label Lagos. Show all posts

2 August 2019

Hafiz Adewuyi

Lagos-based Toyota Corrola salon car goes into retirement

Recently, I read a blog post that I wrote in 2013. For me, apart from being a nostalgic and entertaining read, it made me remember the days when my writing was not all serious and targeted. I used to write just because I got a creative impulse and I thought it'd be interesting to put that to use. I was writing for myself and in a sense, the writing was an end in and of itself.

Along the line though, perhaps triggered by the success of some people around me in commercializing blogs, my attention gradually shifted to stuff like page visits and page rank. I became particularly interested in the potential reach of my writings, more than my enjoyment of writing as a hobby. Ever since then, most article ideas that flow through my head get discarded because "this doesn't help anyone else" or "no one is going to be interested in this".

With that mindset, my writing became less and less frequent, because of the sheer stress involved in the filtering process. Most times, by the time I'm done thinking about how to present an idea in the way most beneficial to the supposedly reading public, I've already lost the zeal to write it.

This evening, while I was doing a few dishes, my eyes picked up the sheen of my car under the dim compound lighting through the kitchen window. Seeing the car shine gave me joy in that I can lay total claim to such a beautiful object. I think the reason that I actually took notice was that it had actually been a while since I'd seen the car shine that way. Yes, until this past weekend, the car had not gotten a wash for at least, one month 😳😳😳.

In the few seconds that followed that moment, a few thoughts followed. How happy I was when I first lay my eyes on that car 3 years ago. I also considered how little use the thing now gets used since I moved within 4 miles of my workplace in June. And of course, at that moment, the idea for this article was born. And to my surprise, my helpful article filter allowed it to pass. Surely, the filtration process has relaxed since I read that 2013 article.

I'm excited about this development because it just might mean that I'll be able to achieve better consistency in my writing. I don't know if I've ever said it publicly but I feel a burning desire to blog consistently. To make it clear, this desire does not exist to fulfil an end which consistently blogging is bound to lead me to. No. Blogging, which in the style that I do, generally means documenting my own experiences in a way that is freely and widely accessible to other people is in itself, an end for me.

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My Green Toyota Corolla in a fine Lekki house
My car went into retirement in the last week of June 2019. This coincides with my relocating to a house which is 4 kilometres closer to my workplace than my previous place. The location of the new house means that I can get a Keke directly from the front of my house to the front of my workplace for 200 Naira (55 cents). On realizing this, I think it would have been silly for me on many levels to still keep driving my car to work on the regular.

Level 1: Transportation cost

My Toyota Corolla car is fuel economical. Hence, between my old place and my workplace, I used to spend between 500 and 600 Naira on petrol per day, which when you add the benefit of comfort of privacy you get in a car versus a Keke, it can't really be said to be expensive. That is until you remember that every day, yours sincerely had to shell out 360 Naira every day to pass through the Lekki Admiralty toll plaza. That takes my former daily transportation costs up to 900 Naira; more than twice what it now costs me for my daily work commute.

Level 2: Car maintenance

Beyond the running costings for using a car being more on a day-to-day basis, there's also the fact that the more use a car gets, the more frequently it has to be maintained. These days, I drive my car only on Saturdays and Sundays, mostly within my neighbourhood. In numbers, this means that my car now gets 71% more rest than it used to in the days when I drove it to work every day. Now, if that's not retirement, please tell me what is.

In terms of cost, using my car less than one-third the time that I used to means that instead of servicing it three or four times a year, I can now do that just once or if I'm being generous (or paranoid) twice a year. Similarly, the unexpected faults that tend to rear their heads every once in a while, leading to unanticipated spending are less likely to occur due to reduce wear and tear on the car.

Finally, if I was driving to work every day from my current house, I would be driving the car through some not-so-level roads. Every single day! That would take away a few more points from my well-maintained car scorecard.

Level 3: Commuting time

Beyond being a car spoiler, the poor state of the roads in the Lekki-VI alternative route (they're actually not that bad but I hate to drive on anything other than a paved road) between home and work means that a car can't be driven any much faster than a Keke can. The roads are quite bumpy, right from around Newmarket (Akiogun) road in Lekki until you get to Ligali Ayorinde street in VI.

Of course, the commuting time takes a leap at rush hour times. Again, at such times, I'd rather not be stuck in my car wasting away in traffic that I could breeze through using a Keke or Okada. When I used to drive to work every day, I regularly had to wait at the office till at least, 8 PM for rush-hour traffic to ease out enough to be tolerable for me.

However, since I started taking Keke to work with my car parked at home, I've been regularly leaving my work for home between 5 and 6 pm. In the worst traffic situations on my route, Kekes still manage to get through much faster than any car can. Also, if it's a total standstill, I'm free to walk or bike my way out of such before joining a Keke that has gone past the traffic.

Having said all that, I hereby wish my car a happy retirement.

PS

I think this article is lame. But what's wrong with being lame? Whenever I'm hesitant to do something because I might be seen as lame, I like to encourage myself by reminding myself that lameness is actually a positive trait in that it gives other people a reason to laugh. Hence, in as much as I manage to take the mockery light-heartedly, my lameness actually has a net positive effect in the world, so long as it does not involve directly causing damage to someone or something.
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24 June 2019

Hafiz Adewuyi

I took a GBoat from Lekki to Victoria Island last Monday. Here's how it went

Shameless admission: I stole the format for the title of this article from the first review of GBoat (at least according to Google). I'm trying to be the second review and also, I hope to have my article appear on the first page when anyone in Nigeria searches for GBoat.

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Gossy's giveaway tweet for GBoat Nigeria

After stumbling on a tweet from Gossy that was offering giving a free GBoat ride and drinks on Friday, I decided to be an early adopter by booking a Lekki to Victoria Island (V.I.) trip for the next Monday's work commute. What's the worst that could happen? It costs only 200 Naira. I don't know if I've ever looked forward to Monday morning like I did throughout the ensuing weekend. I shared my excitement via my Whatsapp statuses and before Monday, 4 of my contacts requested that they'd love to know how it goes. So here I am fulfilling that wish for all of them and hopefully, many other people.

My first GBoat booking. 7:00 on a Monday morning

I got to the jetty at 6:55 on Monday, barely five minutes before departure, even though the ticket e-mail had said to be at departure point 15 minutes ahead. I had to take an okada from Ikate roundabout bus-stop in Lekki all the way to the junction of Wole Olateju crescent and Admiralty way after waiting to no avail for a bus that would drop me at Lekki Phase 1 gate for about 5 minutes.

6:49 on Admiralty way; Luka couldn't go fast enough

I paid off the Okada guy (Luka - I know his name because I paid him via bank transfer) and hurried towards Marcopolo restaurant which is right in front of the jetty. Since it was that early, I had to explain to the gateman that I had a ride for 7 a.m. that morning before he allowed me to make my way around to the back. "By this time?", he'd said after I explained to him. Obviously, he was not aware of the arrangement. On getting to the jetty, there was no boat in sight. Also, the only humans in sight were some 'staffs' of Kingfisher restaurant who were fast asleep under the waterfront shed.

Kingfisher restaurant, Lekki

My thinking was that the booking website contained the wrong departure location. I thought that might be the case because in the pulse.ng article, the departure point was Pavilion Jetty, Lekki. So I consulted the ticket email that I got from "Lagos boats" after my booking to see if this might be the case. To my relief, the departure point on the ticket was also Kingfisher, Lekki. This surely was not my mistake.

I waited around for at most, 2 minutes before accepting that alas, I had to follow the boring route to work that morning. As I walked back towards the Marcopolo exit, I couldn't help but stew in anger. Just as I walked through the Marcopolo gate though, I heard my phone ring. It was Gossy, the founder of "Lagos boats". On the call, he confirmed my availability for the trip. I told him I was at the jetty already, after which he let me know the boat would be there shortly.

Back at the jetty, at 7:12, I saw a boat pull into the jetty. As soon as the driver was within earshot, I confirmed from him that it was a GBoat. So, las las, rush-hour traffic is not my portion this morning. He took about 4 minutes to dock the boat at the jetty, right after which he beckoned me to come through. The jetty gate was locked though, so I couldn't go through. Village people

GBoat boat approaching the Kingfisher Lekki Jetty

As soon as I told the GBoat driver about the locked gate, he had a conversation with the gateman guy who had let him in, of which that one just clear him, telling him the person with the jetty keys was not on duty 😱. Next, the driver made a call, after which he told me that feedback was on the way from the person on the other end of the line.

The GBoat driver making a call on my behalf for the gate to be unlocked
Not 5 minutes after that, Gossy arrived. Likely, he's the one the driver had been talking with over the phone. After we exchanged pleasantries, he told me that the person with the key was on the way. By now, it was at least, 7:30 and I feared I'd not make it to my office on time that morning. However, he allayed my fears by sharing the detail that the ride takes between 5 and 8 minutes. While waiting for the key-guy, we talked about different topics like:

  • my price sensitivity and how I might not be able to keep up if the GBoat fare increases
  • how the waterways in Lagos have a mixture of fresh and salt water and how these can be distinguished by the wave pattern on the surface (flat vs. rough)
  • the cost of importing a boat from Dubai and the boat he's building
After waiting for another 8 minutes, Gossy decided that we'd go through the gate. Cool!!! 😄. He led the way, and I followed as soon as he was over the gate. I mounted the boat right after him too and within a minute, off we went. Departure was at 7:42. I know because Gossy asked me to check the time so I'd know how long the trip takes.

What to say now about the ride? It went fast, really faster, faster than I wanted. I also enjoyed the fact that I had enough personal space to myself since it was just me, Gossy and the boat driver on board. During the ride, I busied myself with taking pictures and videos and in hindsight, I think that took away some enjoyment of the experience for me. We arrived at Paradise Jetty in V.I. at 7:50 (8-minutes after departure from Lekki).

I and Gossy; happy about takeoff I guess




The GBoat arrives at the Paradise Jetty, Victoria Island

Something beautiful about how the rays bounce off of these buildings, opposite the Paradise Jetty

The entrance of Paradise Jetty, Victoria Island

The walk from Paradise Jetty to Kofo Abayomi junction where I got a Keke Napep to drop me at work is a short one

Right now, it's 2:38 a.m. on Monday and my next GBoat ride is less than 5 hours away (7:35). Except there's something particularly striking, I'll keep my phone and its accompanying camera in my pocket and just enjoy the ride through my eyes and skin. My body tends to protest and pay deaf ears to alarm clocks when I get less than 5 hours of sleep though. Hopefully, that does not happen today because I don't want to miss my GBoat ride 🙏. That sure won't be a good way to start a week.
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12 May 2019

Hafiz Adewuyi

Bad customer service example in Nigeria: Airpeace or Air Peace 🙄🙄

Foreword

I used to write a lot of bad reviews about Nigerian businesses in my younger years, on this blog. In my younger years, I had no chill on that matter. You're a business, you cross me, you're ending up in a no details spared rant on my blog. In a power-imbalanced situation like the one I'm in now, this is the easiest way I have to respond to getting bullied.

Over the years though, I started to understand that humans make mistakes and this necessarily extends to the businesses that they create. Also, a respected person in my network expressed their disappointment over an article I'd written about a small business which could potentially hurt its patronage. As a result, I decided that writing factually correct but defaming articles about organizations was not worth my time anymore. Besides, it's not like any of my articles had caused any observable change anyway. My life could do without some negativity.

Today though, I'm compelled to do it again. I can't see any reason why not to. This is more gratifying and easier than spending time trying to get redress from Airpeace for this annoyance.


Timeline of events

  1. Booked return flight ticket (search link here) from Lagos to Abuja with Airpeace (5th May)
  2. Got an email saying the flight time has been shifted by over an hour (6th May)
  3. Sent an email to Airpeace customer care to cancel and refund the Lagos to Abuja flight since the new schedule would not work for me. This was after I'd checked Arik and seen that they actually had a flight whose timing worked for me and at a good price too. (7th May)
  4. Booked Arik one-way ticket to replace the cancelled first leg of my Airpeace flight (7th May)
  5. Had Arik Air leave my Lagos to Abuja ticket open (for a future date) as I decided to backdate my flight by one day and none of their flight times for that day worked for me. I would have asked for a refund but I didn't want to trigger another 4-week long refund process. I also didn't know if I would get a full refund since their website is missing an FAQ page (Hyperlink: https://www.arikair.com/arik-air-faqs)(HTTP 404: NOT FOUND). Also, their terms and conditions page is a pop-up on the home page containing human-unreadable information (8th May)
  6. Booked another Lagos to Abuja one-way ticket with Airpeace with new money, even though I had money with them that I would only see again in 4 weeks' time. "This process cannot be reversed", they said when I reached out via email to ask if they cancel delay their 4-week long refund so I could use the money to buy another ticket, with them! (8th May)
  7. Travelled from Lagos to Abuja with Airpeace (10th May)
  8. Couple of hours to the end of the day before returning to Lagos, I decided to select a seat on my return flight (Abuja to Lagos). Only to discover that even though my instruction to Airpeace on 7th May was specific about which flight leg was to be cancelled and refunded (because they had re-scheduled it), they had also cancelled and 'initiated' refund for the return leg of my trip. They cancelled the entire ticket!

    The possibility of such stupidity didn't even cross my mind for once before that moment and I'd legit have gone to the airport the next day expecting to use a nullified ticket if not that I serendipitously got prompted by my Uber driver to select a seat in advance (11th May)
    Yes sir, we do quick refunds. Only that our own quick refund takes four weeks - Airpeace
     
  9. After panicking and successfully suppressing my panic, I sent Airpeace an email asking for a redress for their error as I had to be in Lagos 'tomorrow'. Then picked up my phone to call because 'this is urgent'! Was further infuriated by Airpeace's taking the liberty to play me an advert for one full minute before the IVR menu was presented to me. "Why can't this advert be delayed till the waiting period", I thought to myself. (11th May)
  10. Due to a combination of the delays and the wrongly positioned adverts (which I had to hear three times) and getting dropped off the call right after laying my complaint (and not getting a callback; cos who cares right?), I spent 25 minutes of airtime ($1) to get told that nothing could be done to redress their error and that my only option was to pay to book another ticket.  (11th May)
  11. I first tried to book my Abuja to Lagos flight with Arik using my open ticket from 8th May. The customer care agent I spoke to broke my heart by informing me that the only way I could activate my open ticket was to visit one of their offices. That, because I have to pay an administration fee of 2000, and a fare difference and it could not be done except in-person bet I booked this flight online mah!!?. (11th May)
  12. Left with few alternatives and no time to browse, I bought another Abuja to Lagos ticket from Airpeace at the same price as the original ticket, less than 24 hours to the flight time. A ray of light in the overwhelming darkness of the moment (I expected prices to have skyrocketed as usual). (11th May)
  13. I IMed the godsend Uber driver - that took me to the hotel on arrival - of my departure time. He's a godsend because he's the one who prompted me to select a seat early when he asked of my departure time 'tomorrow'. (11th May)

Why Airpeace shoulda coulda done better

  1. I've spent at least 200,000 Naira flying with Airpeace within the past 9 months (8 flights)

  2. This means something right? Wrong!
  3. A human deserves to be treated with dignity and respect. This includes trying to compensate to a paying customer when your own shortcoming causes them real negative consequences. Even if they're not relevant.

How Arik with a soul would have done better

This one is very simple. We're in a country where fund transfers are so seamless, they can be done mindlessly. Even if this ticket re-open feature is not built into your online ticketing system (understandable), there could be a process where the balance is paid off, either via online transfer or even at the airport, right before departure. But no, this customer is not relevant, so let him come to our office to activate a ticket he paid for online. I'm tired.

How Airpeace with a soul would have done better

  1. A four-week refund process. Seriously? In the age of Nigerian fintech? Poor people can't fly for sure. Right now, I have over 70k of my money in limbo, not to return to me until at least, 4 weeks' time. I can't see this as any other thing but a way to dissuade customers from asking for a refund. Big bad wolf Airpeace!
    Even the customer service number is a pain in the ass - 15 digits!
  2. Realizing that they made an error in over-executing my cancellation request, they would instantly rebook me on the same flight and put any fare differences on the house. Especially as the refund for the cancelled flight was sent via the Pigeon mobile banking app. Seeing as I've spent 200k patronizing them in less than a year, they would put a little faith in me to send them the balance as soon as the refunded amount reaches me.

    But no, the current Airpeace is a business, not a charity. Also, I am not relevant to have this kind of risky consideration made for me. We Nigerians take all we can get and I'll surely run away with 23k and use it to finalize my grand ploy to fly abroad, slipping masterfully out of their grasp.
  3. They would not have me involuntarily pay to hear an advert for a full minute except it's absolutely unavoidable e.g. no customer service agent to serve me at the moment
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22 April 2018

Hafiz Adewuyi

Fidelity *770# Cardless withdrawal powered by Quickteller Paycode to my rescue at MM Intl. Airport Lagos

Two Fridays ago, I got to truly appreciate the fact that Nigeria (Lagos to be specific) is at a stage where there's is a proliferation of fintech solutions. In the past, I've been of the bias that why does one need so many methods/alternatives to perform the same basic banking transactions like funds transfers, bill payments, buying airtime, cash withdrawals and depositing cash. And more so why every other day, a new service or start-up pops up on my radar, claiming to offer these same services in a better way. At this point, I humbly dump all of that bias in the trash, thanks to my experience that fateful morning.

I was in the MM Lagos international airport departures lobby. My flight to Freetown Sierra Leone was going to take off in a little over two hours. After I had checked in and received my boarding pass, I needed to pay for my instant yellow fever vaccination card. Apart from that, I also needed to buy some dollars to be recovered as Leones at my final destination, since I didn't have any internationally viable (MasterCard/Visa) ATM card on me.

At this point, I remembered that all the cash I had on me was exactly 250 Naira only. No worries, I thought, before proceeding to the only ATM on the departures floor of the airport (First Bank). I swear, this thing was slow as fuck. It took like 5 minutes for one to get a single bundle of cash out of the machine. "I still have time anyway", I thought to myself, not in the least bit flustered by the situation at hand.

After what might have been 30 minutes, it was finally my turn to use the machine. At long last, I thought to myself, ignorant of what goodies mama fate had in stock for me. I put my card into the machine and after 30 seconds of absolute stillness, I thought I heard that very familiar sound that the machine is having issues reading your card. I quickly shrugged off the thought. After all, I had used the Verve card at a supermarket POS terminal successfully just last night.

Alas, it so turned out that two minutes after card insertion, my fears were proved valid. The ATM spat out my cardless with a very user-friendly message of "No Card App found" (if my memory serves me correctly). Ugh! Much to the chagrin of the queue of 6 persons which had now formed behind me, I remained in front of the laggardly machine for another consecutive turn. "No, machine. I'm not gonna give up on you that easily, not today", I thought to myself to justify my borderline selfish decision to take two turns at once. One more time, the machine rejected my card, probably with the same message (of which I can't be sure now since, at this point, I had started to worry).

Free stock photo from https://www.pexels.com/photo/adventure-beach-lost-man-6804/
To avoid getting mobbed, I decided to step aside for the guy behind me to use the machine, deciding to have another go when he was done. As soon I was aside from the ATM, I remembered the Cardless Withdrawal feature on Fidelity Bank *770# which has rescued me several times (click through to see the meaning of this oft misappropriated word. You might be shocked like I was a few months ago).

On the same spot, I swiftly logged on to my Fidelity Bank mobile app to do a self-transfer from my savings to my current account which is my default USSD account with the bank. Once done, I proceed to generate a cash withdrawal code of 20000 Naira by dialling the Fidelity USSD short-code for that feature: *770*8*20000#

Within a minute, and of course, before the guy behind me had even completed his transaction, I had received my Paycode, both on the Fidelity USSD display and also as an SMS message. Man, was I excited? For some reason, knowing intimately how these systems can be sometimes, I was afraid that I might not be able to generate a code due to a temporary glitch. Of which that one would probably have been what we colloquially call "ONE CHANCE" or "O-Y-O" around here.

Once the guy was done with the ATM, I proceeded to try and redeem my Paycode from the same First Bank ATM. Alas, this time, the problem was that the Quickteller Paycode button on the machine was not working. mschew. Thankfully, I'd overheard someone saying there were a lot more ATMs in the arrivals lobby, just one floor below the departures hall. Before going there, I confirmed this from one of the cleaners working in the hall.

Arriving at the arrivals terminal, I was borderline angry with myself for having wasted over half an hour on the sluggish First Bank ATM queue. At the very least, there were ATMs from UBA, EcoBank, Zenith Bank, GTBank in this hall. And none of them seemed to be particularly busy. Hurray!

I walked straight to the GTBank machine (because GTBank; actually no because it was totally vacant; actually yes, as it was neither the only free machine nor even the closest to my entry point. But honestly, you have to give it to GTBank's ATM application design and features).

And yes friend, in a fleeting minute, this here young man's hour-long challenge with withdrawing cash at the airport lobby was completely out of the way. I spent about 10 seconds after my card-free ATM cash hit my hand, waiting for the machine to produce my card. Until I realized my silliness, much to the acknowledgement of a bystander who told me politely when our eyes met that he had wondered, "is this one mad"?

So yes fintech and banks, let the proliferation of systems doing more or less the same thing continue in earnest. Everyone else might mess up and just right then, your system might save a life. Thank you!
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12 January 2018

Hafiz Adewuyi

How I found my first new job in Lagos

Or how I moved from my first job to another company in Lagos.


I write this article in the hope of inspiring someone to start seeing themselves, not as a victim but as the orchestrator of their career. I've spoken to too many people who feel frustrated with their job and like they're at the mercy of their current employer. While I acknowledge that my current job situation is far from being the standard for success, I must mention that I can't remember the last time I felt that way. 

I've benefitted immensely from knowing that irrespective of my current situation, the power to steer my career in a positive direction lies mostly with me. It's my sole responsibility to keep my head high enough above water to make the best out of the situation.

That said, I encourage you to share it with your friends who you think might be able to benefit from the shift in perspective that I hope this piece will help bring about.

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If I were to summarize this article into a 140-character tweet, it would be to

"Pick one important pain your current employer's business faces and own it!" 

For me, the important business pain at my first job was a particularly unstable software product. So grave was the instability of this software product that many of the clients using it were sending unpleasant emails daily and threating to dump it every chance they got.

I would say I got lucky with the part of seeking out an important business pain. In my case, the important business pain sought me out. Not because I was the best for the job but because I was the most available. This immensely buggy and dirty codebase was literally dumped in my laps. So, for me, it was either own it or go home. You love your family and you've decided you want to spend more time with them, my CEO would sometimes joke when talking about something that could get one fired at the company.

For the first few months of my inheriting this software solution, my life was hell. I barely had a grasp of what the solution was meant to do and knew absolutely nothing about how it works. Yet, I was the first and last port of call for clients when they had any issues. The clients being the 8 different huge organizations who had licensed the software.

Yes, during that period, I achieved some progress, however marginal it might have been. For most issues that were brought to my desk, I had to defer to a more experienced colleague, having them do most of the heavy lifting to fix it. Then I would finish up by merely delivering the work to the client.

At this point, I had yet to take ownership of this problem and it was clear for everyone to see. Service delivery was poor because I often had to wait for someone else to leave their main responsibility for significant amounts of time before I could complete any task.

TURNING POINT

I remember vividly like it was yesterday, the particular issue that marked the turning point in my experience at that first job. The software solution in question is a payment gateway system. Nigerian banks were my company's clients and the end users of the solution were the bank's business-owning customers who wanted to accept payments on their website (and the customers using their website).

This particular Friday, one of the last emails that came in from a bank was about one of their valuable clients whose developer was finding it hard to connect his website with the payment gateway. Prior to this time, my default response when posed with this problem was to refer the customer to the payment gateway integration document. At best, I'd send them some supporting sample code which I had inherited from a predecessor.

But this time, something was different. I can't remember what it was but there must have been some peculiarities which prompted me to approach the case with some novelty. For the first time ever, I zeroed my mind on seeing this bank's customer through their integration; till their website was accepting real payments from customers.

The following weekend, with no one putting pressure on me as usual, I digested the payment gateway integration guide for the first time since I'd inherited it months back. I read it from start to end, making sure to truly understand the purpose of every instruction in the document. Once I was done with that, I decided to practicalize what I'd just learned. This I did by creating a barebones HTML payment form and integrating it with the payment gateway.

Once I was done that same weekend, I sent the code for the HTML integration I had done to the troubled merchant's developer. This, my friend, turned out to be all the help which he needed to complete his own integration. Furthermore, the end product of that weekend's grinding (the HTML code) became a silver bullet for much of the rest of my career at the company. I would go on to share it countless times after with other people who were seeking to work with the payment gateway.

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A  couple of months after resolving that revolutionary issue, I had gone from being scared of what turmoil the next email might throw my life into to having dull days when there were too few emails from my clients. The software solution was now for the most part, stable and delivering its promised value to my company's clients with only occasional hitches.

My role evolved from me weathering storms day-in, day-out to being confident enough to reach out to clients, inquiring about how I could make the software more useful for them. From that to me having enough time and will to pay back some technical debt which the solution had incurred in its worse days. In essence, the fulfilment and gratitude I received from investing myself in that first customer's success got me addicted to focusing on my employer's customers' delight.

After a little over two years at my first employer, I got an offer from two different companies at the same time. Each of these offers came by way of my company's partners whom I had encountered through my work. Without a doubt, these people were convinced they needed some of my problem-solving aptitudes in their organization. Right now, I think back to one particular person I worked with who proudly describes me to people as resourceful.

Prior to my receiving these offers, I had interviewed with about 10 other companies at different times, all with a unanimous response of NO. In light of that, I had all but given up on my potential for success as a career programmer when they came in. So much so that I had resigned from my first job and was preparing to pivot when I got these offers. Offers which I effectively already had even before the first interview.
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17 June 2017

Hafiz Adewuyi

Uber's Lagos/Nigeria steeply degraded service quality plus my armchair recommendations

Last Thursday (today is Saturday), I took an Uber from First Bank headquarters in Marina Lagos to my mum's place, close to NYSC camp, Iyana Ipaja/Agege. The car was nice but that was the only nice thing about the entire taxi booking. Oh, I forgot the extremely cheap price of the ride (more on that later). It took over 40 minutes from booking time for the Uber which took me home to arrive. Let me tell you how this happened.

At 4:15 pm, I booked an Uber for 4:25 because I was busy registering my new GLO sim at a road-side shop in Marina. Not long after I booked the ride, some driver accepted it and I assumed he was close by and would soon be on his way to my location. Time was running fast, and because I was busy hurrying up the SIM guy so I'll be ready when the Uber arrives, I didn't bother to check the Uber's location.

It was after the SIM registration was done that I looked at the map and realised that this guy was all the way at Western Avenue in Surulere. He knew this, yet, he did not cancel for over what I would estimate to be 15 minutes. I called the Uber driver as soon as I realised his location which was about 15 minutes away. You won't imagine his response.

Uber driver: I can't come oh! I'm in Surulere; Marina is too far away from here.

Hafiz: Okay. Then cancel the ride already! **why did I even need to make this call?**

Uber driver: I can't cancel it oh! They've sent me message that I've cancelled too many rides today already

At this point, my temper rose to boiling point and I think I tried in the calmest voice I could muster to convince him to cancel the ride one last time before dropping the call. I ended the call, brought up the app and saw that he still had not cancelled the ride. Obviously, there was no point waiting for this bitch any longer. I was the one who had to travel over 30 kilometres from Lagos Island to Agege; not him.

I cancelled the ride, despite the warning that I would be charged 1000 Naira for cancelling over 5 minutes after he accepted. 1000 Naira was charged to my account instantly. I also, instantly, went to the View Trips menu, a part of the app I've become all too conversant with since Uber drastically dropped their fares early May, in response to rival, Taxify. With the drop in fares came an almost instantaneous drop in service quality. I guess when there's little incentive for the drivers to be nice, this is what you get.

I selected the freshly cancelled trip, asked for a refund and stated the reason as [driver asked me to cancel]. I wish I had known it was there all this while. I would not have wasted my time and airtime calling that fucktard to get him to cancel. As soon as I chose that option, Uber refunded my 1000 Naira without skipping a beat. How come they trust the customer so much? What if I was actually being dishonest and cancelled because [I was just testing the app o].

I requested a ride all over again and this time, it was satisfying to see that the Uber was nearby, on Broad Street. To cut the long story short, the guy took over 15 minutes to get to where I was; much longer than I expected, given his initial location. Instead of meeting me on Marina Road where I told him I was, he went to park in front of First Bank headquarters gate. Of course, the security men had started harassing him to [GO AND TURN AROUND] before I saw him. As soon as I saw him, I started begging the security men from 50 feet away with a hand gesture as I hurried towards his car. Once there, I jumped into the backseat and off we went.

It had been a stressful afternoon and I was cranky and fagged out. The people at CSCS  had kept me waiting for almost an hour just to print my stock statement of account. It was thanks to them that I was still on the freaking island at rush hour (4 pm+). Lagos rush hour traffic is top 3 on my personal most hated list.

Apart from being tired, I was also heavy. I had just downed a bowl of 200 Naira Amala and 6 pieces of beef and inu eran (cow innards) at the CocaCola amala joint (buka) opposite First Bank headquarters. I had descended heavily upon the food because it was my first meal of the day. In fact, so famished was I before the meal that I couldn't bear to spend one minute to catch up with a friend I ran into, just outside the buka.

I just collapsed into the owner's corner, turned on my Bluedio headphones and pretended that the car was driverless. The driver was not my type (not charismatic enough), so being the shitty discriminating and stereotyping human that I am, I wasn't interested in talking to him beyond the scope of the transaction. I guess the person that introduced him to Uber must have told him it's good to be nice to customers (the reviews). Because after haplessly blaring his Christian music from the car stereo, he asked me 5 minutes into the ride what I wanted on the radio. Just to say something, even though I didn't need the radio, I asked him to put it on 93.7 FM and immediately went on to wear my headphones and assume a prone position on the backseat. I was ready to take off into dreamland.

I had a good one hour nap in my Thursday evening Lagos Uber. By the time I woke up, we were at Maryland. I couldn't go back to sleep, so I sat back upright. I noticed his driving was really rough; so rough I felt carsick from the regular rocking. I put on my seatbelt to mitigate the rocking. I felt there was no point trying to talk sense into this one.

When we got to Ikeja, he told me that he still has to go to school today and that if he had known I was coming all this way, he would not have accepted the ride. I think he said earlier that he only accepted the ride because [and I don't like cancelling customers o].

I'm not sure I said much in response. What was he trying to achieve; guilt trip me? I'd lost all of my fucks for the day; sorry. I just wanted to get home after what was a stressful and marginally productive day. I must have responded lackadaisically to him, if at all.

When we were within 20 minutes of my place, he suggested that I take an Okada for the rest of the journey. This time, I totally ignored him. As in, I didn't even know I can be like that. The only other thing I could have done was to scold him for this behaviour and start an argument, but I had no energy left for that. When he saw I was mute, he went on to ask me how long till we get to my place. I told him 15 minutes, which is fairly accurate. I responded because I'm a really nice guy at my core.

He rode on the regained attention to talk more about his plight and how he would never have come here, had he known the traffic was this much. He would later apologise for saying this, a couple of times. But as they say, words cannot be unsaid.

Perhaps, to rouse some empathy in me for him, he told me how he had missed school last week and how because of this [cursed] trip, he was on the verge of repeating the same thing this week. I looked at him and I could relate to his efforts towards making a better life for himself (shit; you won't believe that I never looked at this man's face directly for even one second of this trip? I don't know what he looks like in real life).

I showed my empathy, not by asking him to drop me here, but by saying: "I hope you find a passenger on your way out of my place". I was done struggling for the day and that meant that I had absolutely no will to come down from my comfy position in this ride till I reached my destination.

Give or take, 15 minutes later, the Uber arrived right in front of my house. For most of the last 30 minutes of the trip, I had to endure this man's hissing, ranting to himself about how he'd made a mistake accepting this trip, and apologising to me about what he had said about accepting this trip. But I honestly could not care less, as long as I got home safe and sound.

And get home, I did. He ended the trip right in front of my house. I thanked him as I slowly stepped out of the silver Hyundai Elantra, looking back on my seat to ensure I wasn't leaving anything of value behind. I felt a huge wave of relief to be home at last. What a horrible experience to have just one day before leaving Lagos. Fuck you, Lagos city!

Little did I know my troubles for the day were not over yet.

Overcharged by Uber

After I settled in at home, I checked on the email receipt and was shocked to see a bill of 5450 Naira. Okay, the ride had been extra long (150 minutes) and the distance was over 30 kilometres. Those factors notwithstanding, even when Uber was still Uber (more expensive but of much better service standards), the ride would still not have been this costly. Haba! When I saw that the distance travelled on the receipt was 81km, I was sure there was definitely a problem here.

I quickly logged on to Uber website and reviewed the trip. The GPS route was totally incongruent as I'd suspected. It was all over the place, drawing routes in the middle of the ocean where no car dares venture. For a moment, I feared that the driver might have taken me on merry-go-rounds while I was fast asleep. Silly me; inside this Lagos? There was no way we would have gotten home within 150 minutes during rush hour if he had actually driven through 81 kilometres as the map stated. Time to get my money back!

I filed a complaint about the charge. Within three hours, an Uber representative had responded. I like how Uber acts very fast and is always more biased towards the customer than the driver in their judgements. My fare was reviewed (based on estimates) down to 2150 Naira (a whopping 3300 Naira discount).

My Uber fare was drastically reduced due to a GPS issue
My Uber fare was drastically reduced due to a GPS issue

Jesus wept! And I wept. I wept for my driver called Abodunrin because he truly suffered for me beyond getting this meagre payout.I would happily have paid him up to 3500 for all of the trouble he went through for me this unfortunate evening.

For the next few minutes after seeing this email, I could not help but feel sorry for this man. Because I knew he must have seen the initial fare and praised God, only to later open up his phone to see that he had lost over 3000 Naira to a dispute which this ungrateful customer right here, won and which he (the driver) had no say in?

Next, I tried to calculate how much he'd take home out of this 2150 Naira.
  • Uber takes one-fifth of the money which brings it down to 1720 Naira. 
  • He probably spent about three litres of fuel on this trip (we're down to 1285 Naira with at 145 Naira per litre)
  • I will assume that the rest is split halfway between him and the car owner. That leaves our hapless Uber driver, Abodunrin with approximately 600 Naira (less than $2) for a 2-hour, 30-minute trip. For comparison, a month ago, I took an Uber for 5 minutes in Salt Lake City and was charged $6 (approximately the same price in Naira as this trip at current exchange rates). Chaieh, o ja mi lara jeh.

A 5-minute Salt Lake City Uber cost me the same as a 150-minute Lagos, Nigeria Uber :'(

Wherever you are Abodunrin, I feel so sorry for what happened last Thursday. You literally worked for nothing. Of course, I have the option of calling you to send me your account number so I can transfer some money to you. But no, I'll pass. No comments.

So, in this scenario, I'd say Uber won, I came second and the driver and car owner definitely lost. The operators are set up to always lose with the current fare setup. I have some armchair consultant recommendations for Uber. I think they should consider them to make the Uber Lagos experience better for everyone that has been negatively impacted by the recent competition-motivated fare reduction. After all, the Taxify whom you people want to nip in the bud has now reviewed their fare reduction upwards.

An armchair consultant's recommendations for Uber Nigeria

  • Allow drivers see passenger location before accepting the ride This would reduce the number of incidences of ride cancellation by drivers. I cannot count how many freaking minutes of my life have been wasted in the past few weeks due to having my ride cancelled by Uber drivers a little too late. The worst of them won't even do anything. They'll just accept the ride and wait at the same location on the map endlessly, until you call them after noticing 5 to 10 minutes after, that the car is stationary.
  • Allow drivers see passenger destination once the ride is accepted so they can cancel quickly When I realised that Uber drivers are blind to my destination until the start of the ride, I was really shocked. It might make sense in other climes but I don't think this works for Lagos or Nigeria as a whole. Why should you coerce someone to take a trip that they believe does not work for them, in the name of reducing discrimination? If someone feels coerced into making a trip, their resultant disgruntlement is definitely going to affect customer service negatively. I believe that within a decent time frame, one would actually find a driver who actually wants to go in each passenger's direction. For the ones living in Sango Otta and working in Ajah, well, take Kabukabu. The baba with a dilapidated Kabukabu also has to eat. Kumbaya, kumbaya.
  • Don't penalise drivers for cancelling within five minutes of accepting a ride, or for declining a ride request
  • Penalise drivers and reward customers for rides cancelled by the driver later than 5 minutes from acceptance time
  • Please do market research and settle on a more optimal price for Lagos You're not helping the customer by making them suffer before finding a driver, putting them through poor disgruntled service (it's only logical that only the low-quality people would stick around with the meagre rewards of operating an Uber after the hefty price drop of May. I mean, just look at my experience up there. I'm happy that the ride did not cost me much, but that's where my happiness ends. Everything else about that ride was shit), and making them feel guilty after a ride for taking advantage of a poor driver who must not have much of a choice to still be on Uber.
Phew. This was longer than I expected. Peace out!
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