I often use Tesco's self service tills when there as the queues are generally smaller. Perhaps the reason they're smaller is that the Microsoft kiosk systems that run them are badly implemented with obvious flaws in workflow. They've had an upgrade and went even further downhill. Well done Microsoft; only you can be relied on to fuck up consistently and get away with it.
I take my empty rucksack with me when I go food shopping, in part because I have plenty of carrier bags that I use as rubbish bags already, and in part to avoid just throwing them away. This means that the start of my checkout process is to put the empty rucksack on the bagging area before starting to scan items. Before this sent out an "unexpected item in bagging area" message and a button appearing that states "I am using my own bag". Why this is aimed at the customer is beyond me, pressing this button does not fix anything, it requires an assistant to arrive to swipe and authorize it.
Now before the start button, there's an option for "I'm using my own bag", which then weighs the bag on the bagging area to zero the scales. About time huh? It was only a fucking obvious feature that should never have been overlooked from day one. Better late than never though. Thing is, even after this improvement, it still requires an assistant to verify the bag is empty then authorize it. So it changes nothing. Before it was badly designed to require assistance, now the upgrade is better designed on the surface but still requires assistance......this time it assumes you're a thief.
Well done Microsoft. Well done Tesco.
If that wasn't enough, the changes have made the scales in the bagging area more picky and less practical. Now when the back slides to the side a little with the weight of the food being packed, the scales freak out and throw up the call for assistance. It doesn't scan properly either. Today I had a quick top up shop with four items, and needed assistance FIVE times to get those four items from my basket to my bag and the transaction completed.
Remember the whole point of the self service tills is to save money on employing humans to man those tills. While the system they chose is so ass backwards that it constantly requires a human to fix or authorize stuff, it's not fit for purpose. They may as well rip those tills out and put regular human staffed tills in. The flow of customers may well be improved. The other alternative of course is to either demand Microsoft make their solutions fit for purpose for a change, or find another provider who can.
I'd be less than impressed if I was a Tesco shareholder.
It's rare that I feel compelled to speak to their customer services on the way out, but I did this time. Tesco are getting kinda underhanded on their pricing tricks for my liking, they're also not as good value as they claim to be. I've switched my main food shopping away from Tesco, but Tesco is convenient geographically for me, it's also the place to go for a few select items like this morning. I'd like to be able to use a working self service till when I do visit Tesco.
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Comments
TESCO - Bad bad service
This is a complain that I have just sent to Tesco about their appalling customer service. I want to post this on as many blogs as possible as I'm sick and tired of them! Will I get a response? We'll see.
This is a real tale of woe that has made me question why on earth I shop at tesco. The customer service is appalling. This is my story. I went to Tesco Daventry store to buy an internet USB dongle. I purchased an O2 one and had no issues. However, on getting home I opened the box and the SIM card immediately fell out. I thought this strange as I knew SIM cards came attached to a credit card type card. On opening the enclose booklet I found that the SIMs telephone number had been hand written in ink on the inside. Inspecting the box I found the other end hand been re-sealed with selotape and the security tape was broken. This meant that it must have been returned after previously being sold. It also meant that the SIM card could have been cloned and any credit I out on it could be used by someone else. The following evening I went back to the store to exchange it. I started to explain to the female assistant but she wasn't really interested and just said, "ok, ok, do you want to exchange". Another male assistant came across to see what the problem was. She just said "don't bother, it's a return, don't waste your breath". At no point was there an apology. I went to look for another O2 dongle but it was out of stock. I returned to the desk and explained. She didn't ask if I wanted a refund but just went ahead to process it and asked if i had a Clubcard, which I did. The male assistant was with her and throughout the time she was processing the refund she was relating a personal story to him, even taking time out from dealing with me to tell him and have a laugh about it. I stood there dismayed, watching the pair of them laughing at the story. I have never witnessed such appalling service. I came away without my dongle. The following evening I thought I would try the 24 hour Tesco Extra in Clannell Road Northampton. In store I wandered the technical ailses for a considerable amount of time searching for them. Finally i asked an assistant. She told me they did sell them but were in the "Phone Shop". Great, I thought. She followed that by saying "but it shuts at 9 o'clock". Too late, it was passed 9. So much for being 24 hour opening. So, in total, I'd travelled just under 60 miles for nothing.... with the cost of fuel, it is not cheap!! The story doesn't end there. I was so despondent that before leaving the store I thought I would treat myself to a Kit Kat. It was advertised on the shelf at 45p. However when I looked at my receipt I'd been charged 54p. I returned to the girl who served me and explained it to her. She just said, " You'll have to go to customer services". I glanced across and saw there was a queue. I put the receipt down and couldn't help saying, "you must be joking" and walked off. What a rediculous situation. I get overcharged 9p and then you, Tesco!, expect me to go and queue up at another desk. It's a joke. As it happens, it was witnessed by another member of staff who came after me who offered to give me the difference out of the till. By then, the damage had truly been done. I'm sick and tired of shopping at Tesco and the can't be bothered attitude of the staff and the number of times I get mischarged for items, always too much. Most times it's just too much hassle to bother to get the difference paid back because you have to queue so long at customer services. I despair that a company which makes huge profits don't invest in training staff in how to deal politely, courteously and efficiently with the people who contribute to those profits.
Finally, on a general note, I purchase items for which I need VAT receipt. Why oh why do you not have the VAT number on the till receipt and each time I have to go to the customer service desk (queuing up AGAIN to obtain one). I also have to give all my personal details, name, address etc. I tried at other supermarkets and they have the VAT number on the till receipts. I believe the only reason you do this is to obtain the details you ask for. I have even been refused a VAT receipt if I didn't give my details. You have no right to do this. So as I started, why on earth do I shop there? The answer is, I certainly won't be anymore. I have had ENOUGH!!
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