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Over the last several weeks, we've been having a LOT of network difficulties in our store. When the network goes flaky, we lose our internet connection, the inventory system (AS/400) goes down, the time clock will not work, and we have all manner of trouble at the registers (no debit cards, credit processes VERY slowly, and no Rewards lookups).
We thought we'd gotten the problem fixed, but over the past week it's started happening again.
Thankfully, most customers have been patient with us when this happens. But we had a couple winners yesterday.
The first was a guy who tied up the service desk register for an inordinate about of time so he could argue with The Don, forcing me to take everyone at another register (when I had other work that needed to get done).
Apparently, he came in with a Staples Rewards check (in the neighborhood of $60) and hadn't bought $60 worth of stuff. Normally, if the balance is more than $1, the register will print out a balance coupon with the receipt. However, because of the network problems, it wasn't working properly. I'm not 100% sure what happened, but I think that when the balance coupon failed to generate, the system tried to default to the old method of issuing the balance on a cash card (which is similar to a gift card), but the gift/cash card system wasn't working properly either, and at first it appeared that it was going to cause him to lose the remaining balance.....then the register crashed.
Needless to say, this was Totally Unacceptable and All Our Fault.
This EW took great offense at being told that we were having network problems and DEMANDED to get his balance coupon. The Don patiently explained to him that everything that could be done was being done (while this guy was arguing, the cashier, Avril, was on the phone with the help desk trying to get the cash card activated manually).
EW: See this Rewards Check? THAT tells you how much I spend here! You're going ot get this problem fixed NOW!
Actually, dingus, that doesn't mean anything. If anything, it's more of an indication of how much ink you recycle with us, not how much you actually spend. I've seen $200-300 Rewards Checks in the past. THOSE people are the big spenders. $60 is nothing; I've gotten bigger checks out my Associate Rewards account. Besides, WE CAN'T PULL A FUNCTIONING NETWORK CONNECTION OUT OF OUR BACKSIDES! No matter how good a customer you THINK you are, we can't bend reality for you.
He ended up leaving all his stuff on the counter and storming out.
And RIGHT after that, I had a guy come up and try to recycle two HP cartridges. He didn't have his Rewards card with him.
Me: I'm sorry, but I can't do a Rewards lookup at the moment because we're having network difficulties.
SC (indignantly): What?! This is like...the third time I've come in here and you people have said that!
Me: I apologize for that, but the situation is beyond our control--
SC: WEll can you take these anyway?
Me: I can, but without being able to look up your account number, you wouldn't get any credit for them.
*SC storms out*
Seriously people, we can't alter reality for you.
Idiots......
We thought we'd gotten the problem fixed, but over the past week it's started happening again.
Thankfully, most customers have been patient with us when this happens. But we had a couple winners yesterday.
The first was a guy who tied up the service desk register for an inordinate about of time so he could argue with The Don, forcing me to take everyone at another register (when I had other work that needed to get done).
Apparently, he came in with a Staples Rewards check (in the neighborhood of $60) and hadn't bought $60 worth of stuff. Normally, if the balance is more than $1, the register will print out a balance coupon with the receipt. However, because of the network problems, it wasn't working properly. I'm not 100% sure what happened, but I think that when the balance coupon failed to generate, the system tried to default to the old method of issuing the balance on a cash card (which is similar to a gift card), but the gift/cash card system wasn't working properly either, and at first it appeared that it was going to cause him to lose the remaining balance.....then the register crashed.
Needless to say, this was Totally Unacceptable and All Our Fault.
This EW took great offense at being told that we were having network problems and DEMANDED to get his balance coupon. The Don patiently explained to him that everything that could be done was being done (while this guy was arguing, the cashier, Avril, was on the phone with the help desk trying to get the cash card activated manually).
EW: See this Rewards Check? THAT tells you how much I spend here! You're going ot get this problem fixed NOW!
Actually, dingus, that doesn't mean anything. If anything, it's more of an indication of how much ink you recycle with us, not how much you actually spend. I've seen $200-300 Rewards Checks in the past. THOSE people are the big spenders. $60 is nothing; I've gotten bigger checks out my Associate Rewards account. Besides, WE CAN'T PULL A FUNCTIONING NETWORK CONNECTION OUT OF OUR BACKSIDES! No matter how good a customer you THINK you are, we can't bend reality for you.
He ended up leaving all his stuff on the counter and storming out.
And RIGHT after that, I had a guy come up and try to recycle two HP cartridges. He didn't have his Rewards card with him.
Me: I'm sorry, but I can't do a Rewards lookup at the moment because we're having network difficulties.
SC (indignantly): What?! This is like...the third time I've come in here and you people have said that!
Me: I apologize for that, but the situation is beyond our control--
SC: WEll can you take these anyway?
Me: I can, but without being able to look up your account number, you wouldn't get any credit for them.
*SC storms out*
Seriously people, we can't alter reality for you.
Idiots......
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