Well done FoodStuffs NZ

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Webhead
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#2192951 7-Mar-2019 12:53

Tip for scanning the club cart at the self checkout at New World:

- Scan the bar code, don't swipe the card. Works instantly.

I only use self checkout now if I don't have multiple bags to fill. It never gets the "use your own bags" right, every time I have tried to use that I get weight problems and have to wait for the person handling the self checkout, and they are always somewhere else. Really annoying.

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nzlogan

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#2192988 7-Mar-2019 13:46

alasta:

I wonder if they have fixed the problem whereby the self checkouts will not read your club card if you bring it up on the screen of your phone. I haven't tried it for a few months so I might give it another go today.

Pretty sure they've fixed this - I used to have trouble but the last few times I've been to New World it's been fine.

Also - has anyone used the self-checkouts at The Warehouse? They're the best ones yet, fast and don't weigh items so no errors about that.

kobiak

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#2192989 7-Mar-2019 13:47

nzlogan:

Also - has anyone used the self-checkouts at The Warehouse? They're the best ones yet, fast and don't weigh items so no errors about that.

+1 great kiosks

helping others at evgenyk.nz

nzkiwiman

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#2193003 7-Mar-2019 14:06

I use the New World self checkouts all the time and the ones in my local (Mosgiel - so South Island) are quite quick.

The only exception to this is when first go to the payment screen - it loads the screen, then blanks and reloads the screen, every single time
Every single time I am ready to press the EFTPOS button before the screen blanks

It also HAS to print a receipt - so massive waste of paper/ink/toner

Compared to Countdown self service machines... those are terrible

Rikkitic

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#2193005 7-Mar-2019 14:08

Customer complaints 101:

1. Agree with the complainant. "Thanks for your email. You are 100% correct and we are very aware of the usability of the Self-Checkout Machines that are in all New Worlds and all Pak n Saves. "

2. Declare the issue is taken seriously and being looked at: "This is an issue that is being tackled at the highest level with Foodstuffs and our overseas Provider and while there have been several digital upgrades done in the past 12 months that have turned the dial slightly, these machines still run nowhere near as good as we need them to."

3. Promise improvement and explain why it will unfortunately take some time: "My gut tells me we won’t ever fix this problem until we change out Providers and unfortunately we are tied to them for another couple of years."

Plesse igmore amd axxept applogies in adbance fir anu typos

floydbloke

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#2193064 7-Mar-2019 14:29

Agree that they're somewhat sluggish, but not annoying enough for me email the manager about. I much prefer to just stand there and mutter under my breath what a"bl**dy piece of cr*p" it is, like a good grumpy middle-aged bloke should.

The one thing that amuses and somewhat surprises me is that when you go to pay it has voice prompts all the way through to "please insert your card", but it never actually tells you to remove your card.

Sometimes I use big words I don't always fully understand in an effort to make myself sound more photosynthesis.

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trig42

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#2193069 7-Mar-2019 14:35

The self-service checkouts at the two Countdowns I go to (Sunnynook and Waiheke Island) are really fast. Maybe some countdowns have older slower machines.

On the occasion I've used a New World or Pak n'Save one, I find them frustratingly slow in comparison.

K-Mart and The Warehouse have pretty good ones. The Warehouse at Albany is really good.

floydbloke

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#2193082 7-Mar-2019 15:01

Rikkitic:

Customer complaints 101:

...

3. Promise improvement and explain why it will unfortunately take some time: "My gut tells me we won’t ever fix this problem until we change out Providers and unfortunately we are tied to them for another couple of years."

Agreed, and refreshingly honest from the local store owner. I suspect if it had been head office/marketing/some PR firm responding we wouldn't have seen such frankness.

Sometimes I use big words I don't always fully understand in an effort to make myself sound more photosynthesis.

FineWine

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#2193085 7-Mar-2019 15:09

Rikkitic:

Customer complaints 101:

1. Agree with the complainant. "Thanks for your email. You are 100% correct and we are very aware of the usability of the Self-Checkout Machines that are in all New Worlds and all Pak n Saves. "

2. Declare the issue is taken seriously and being looked at: "This is an issue that is being tackled at the highest level with Foodstuffs and our overseas Provider and while there have been several digital upgrades done in the past 12 months that have turned the dial slightly, these machines still run nowhere near as good as we need them to."

3. Promise improvement and explain why it will unfortunately take some time: "My gut tells me we won’t ever fix this problem until we change out Providers and unfortunately we are tied to them for another couple of years."

🤣 Oh you big Sceptic you 😁 Of course Tony the owner/operator has attended all the right management courses and may even have done a uni business course or two. My point is that New World actually responded, agreed and made a loose promise. I was surprised as a lot of companies big and small do not or if they do, it is with a generic auto reply.

Is he accepting the issue and explaining that they are aware of the issue and "that is being tackled at the highest level with Foodstuffs and our overseas Provider" just to fob me off or is he being sincere ?

Do I care if they do or do not rectify the problem ? yes I do, as, in this case, these machines make my busy life easier especially if I am only buying a couple of items. This actually ties in nicely with a 1NewsNow item I saw last night concerning the outrageous merchant fees Kiwi businesses are being charged for contactless payments (paywave) compared to overseas businesses.

"Recent research from Retail NZ showed the average fee charged for contactless transactions is 1.2 per cent, much higher than Australia (0.6 per cent) and Britain (0.3 per cent)."

Ice cream chain Kaffee Eis cans Paywave after $20,000 fees shock

New Zealand has always been a leader in electronic banking technology. I remember when I left NZ for Aussie in 1983 and on arrival was surprised at the lack of ATM's compared to NZ. Cheques were all the rage and took 7 days to clear. Interbank communications was still by courier and clearance houses. Then on one of my frequent revisits home to NZ I discovered these counter top machines called EFTPOS were everywhere and hardly anywhere in Aussie, they certainly were not at the corner store and you were lucky to see them at small eateries.

NZ had ApplePay/AndroidPay way before Aussie and in fact the big 4 Aussie banks refused to have anything to do with that system. Even ANZ Kiwi had it way before the Aussie parent company. It is only late 2018 and into this year that the Aussie banks have grudgingly accepted ApplePay/AndroidPay contactless systems. I also believe NZ had 'SelfCheckOuts" before Aussie did, at least in quantity.

If you are going to put customer interaction electronic systems into service then you have to make sure that they are going to be faster and more efficient than face to face customer interactions, otherwise they are just a waste of money as the customers will refuse to use them therefore you have to employ more staff.

As for charging fees, any fee, for contact and contactless payments, that is also outrageous as you have already made countless human jobs redundant as demonstrated by the many closures of bricks & mortar banks and the upkeep of those bricks. But I suppose when you charge dead people banking fees what more can you expect ??

Whilst the difficult we can do immediately, the impossible takes a bit longer. However, miracles you will have to wait for.

Oblivian

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#2193086 7-Mar-2019 15:09

n

It also HAS to print a receipt - so massive waste of paper/ink/toner

Compared to Countdown self service machines... those are terrible

Seems to be a branch by branch/SW update basis. My local asks, closest to my office one does not.

Now if countdown would enable the barcode on onecard...

Coil

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#2193087 7-Mar-2019 15:11

I can't expect much from it to be honest. The delay from the card will be due to them using a third party scanner to scan it. Then what ever hoops that data needs to jump through before it goes from the EFTPOS to the actual machine would add onto that.

This might be why the barcode works instantly and the mag strip delayed.

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Rikkitic

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#2193110 7-Mar-2019 15:56

FineWine:

🤣 Oh you big Sceptic you 😁 Of course Tony the owner/operator has attended all the right management courses and may even have done a uni business course or two. My point is that New World actually responded, agreed and made a loose promise. I was surprised as a lot of companies big and small do not or if they do, it is with a generic auto reply.

Is he accepting the issue and explaining that they are aware of the issue and "that is being tackled at the highest level with Foodstuffs and our overseas Provider" just to fob me off or is he being sincere ?

Maybe he is sincerely trying to fob you off?

I agree that a real reply is refreshing. Whenever I see one of those smarmy 'we apologise for any inconvenience' boilerplates I want to tip an outhouse over the sender.

Plesse igmore amd axxept applogies in adbance fir anu typos

wratterus

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#2193154 7-Mar-2019 16:16

Impressive getting such an honest response these days. You can tell he's frustrated with their current systems provider.

Virgil

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#2193175 7-Mar-2019 17:52

nzlogan:

Also - has anyone used the self-checkouts at The Warehouse? They're the best ones yet, fast and don't weigh items so no errors about that.

They also do not have to accept or dispense cash, so are orders of magnitude lighter on the hardware and software requirements

Lurking ...

gzt

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#2193198 7-Mar-2019 19:33

The Warehouse machines are excellent. Large screen, large stations, good sensitivity, good flow.

They learned a lot from the massive computer debacle they had 20 years ago imo.

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