Tier faces criticism after first week in Bristol

A number of users have criticised the new e-scooter which began operating in Bristol a week ago.

Around 2,000 turquoise TIER e-scooters were deployed across Bristol from Saturday, October 14, with the number set to rise to 4,000 over the month.

The German company won the tender to provide a scheme in Bristol and Bath on behalf of the West of England Combined Authority, taking over from previous operator Voi whose last day in Bristol was Friday, October 13.

But a number of users have quickly found fault with the latest e-scooter provider, with problems appearing to stem from difficulties registering on the app.

The TIER team said it was “still in the very early phase of launch with many improvements to come”, adding that tens of thousands of trips have already been taken in its first week in Bristol.

Transport campaigner, Rob Bryher, took to Twitter to share his experience of the app.

“My experience so far has been very negative,” he said.

“1) No navigation in the app is a big problem. 2) Never clear when you’re approaching a scooter if it’s usable. “This scooter is not available” numerous times having walked to one. 3) Coverage is sparse. Biggest problem of all!”

His sentiment was echoed by theatre writer and editor Tim Wright, who said: “Only in Bristol could we swap a well-used, successful e-scooter programme for one where people can’t even register.

Tim shared screenshots of a number of reviews which all struggled to register their licences. Some users said they couldn’t upload photos of their driving licences for verification, others found they had to upload another app to verify their licence.

Other users commented that the location map didn’t work properly, and that they found their Tier scooters cutting out in the middle of roads or cycle paths.

Another problem appears to be that the app doesn’t show users when parking spaces are full.

Former councillor, Joe Rayment, questioned whether e-scooter users had been considered in the move to Tier: “The @tier_mobility app and general service is much less user friendly and more frustrating than Voi’s was by the end.

“Were e-scooter users considered at all in the commissioning @votedannorris @BristolDon or was it just about appeasing those always complaining about them?

One user pointed out that teething problems were inevitable, and that many users faced problems when they first used Voi in Bristol.

“Voi took a while to sort out teething problems. I’m hopeful it will sort out. I registered quite easily. But the issue with not knowing if a scooter is usable until you try it, is annoying.”

In a statement to Bristol24/7, Jessica Murphy, TIER head of public policy, said: “The response from the people of Bristol to our launch has been extremely positive, with tens of thousands of trips already having been taken in just our first week in the city!

“Bristol is the largest shared e-scooter service in the UK and any new service launch comes with a learning process as we work to get it right in a new environment.

“We appreciate everyone’s patience as we adjust and expand the service to meet the needs of riders during this early phase.

“As agreed with the West of England Combined Authority, we will have 2,000 e-scooters active by the end of the first phase of the launch.

“We will also be launching e-bikes shortly which will increase the number of vehicles available across the city, as well as a planned eventual increase to 4,000 e-scooters and the introduction of e-cargo bikes for the first time.

“We are also giving back to the city of Bristol, through the implementation of new parking infrastructure, investing in a brand new fleet of e-scooters and working with Big Issue Recruit to employ local people who face barriers to employment as rangers to manage the fleet.

“We will be fine-tuning the service over the coming weeks and we are constantly reviewing the area as well as listening to feedback we receive to ensure our riders’ experience is as smooth as possible.

“Users will find some differences to the previous service, for example the location of some parking bays has been moved based on feedback.

“Our vehicles also turn off all lights when parked to reduce light pollution.

“Checking the TIER app shows the location of active e-scooters, and tapping on an e-scooter icon lets users ring nearby e-scooters, check their battery status and also check parking bay locations on the map.

“We will be introducing in-app navigation later this year and we have identified a complication with a third-party supplier which is causing some users to have issues registering their driving licence.

“We are working on a solution which should be live in the next couple of weeks.

“Users can contact TIER Customer Service through the Help and Safety Centre in the TIER app and on the TIER website.

“We want to reassure the people of Bristol that we are still in the very early phase of launch with many improvements to come.

“The service will evolve over time and we are confident that users will appreciate what the service will become.”

Main photo: Mia Vines Booth

Read next:

• Tier is here
• ‘Voi’s empire is no more, and I can’t help but feel nostalgic’
• Bristol’s new e-scooter provider partners with Big Issue

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