The problem is not the number of bad reviews (these are tiny compared to the number of rides), but the lack of positive reviews to balance them out. If there were a dozen bad reviews along with 1000 positive then nobody would think anything.
I agree that the review situation needs to be adressed, not because it reflects a massive problem with the service, but because the reviews are so biased. Plenty of potential users (let alone investors) read these reviews and think this is the normal experience. JAY do need to do something about this as it is costing them money.
The problem is not the number of bad reviews (these are tiny...
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