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Oh boy, where to start?
I was only here for some of this wonderful transaction, that involved 5 people
SC: You know who
SS: The sister of SC
CW: A co-worker
Norm: My manager
Me: Ta-daaa!
When I arrived at work today, CW was at one of the pumps looking inside the top cabnit with a customer. I thought that was odd, but shrugged it off, and went inside my store to get ready (even though I was 30 min early). I say my hellos to Norm my manager, and a new guy we were training. Norm decides that he is going to help the customer outside, and CW is going to come back inside to work with the new guy. I have no idea what the issus is yet, but man, would I find out.
I stepped outside to have a smoke and watch my manager and the customer look inside the top part of the pump, where it has the screen display, and the pinpad/card reader for pay-at-the-pump. There was another lady beside me having a smoke as I watched. It seemed odd to me that the customer would be holding one of the open doors while looking in on one side of the pump, while my manager was on the other side. I butted out my smoke and went to help out, and to try and find out what was going on. The other lady followed me as I went over.
Through Norm, I found out that the lady was claiming that she put her debit card in, entered her pin, and when the pump asked is she waited a fill ($110 max approval) she panicked and hit the cancel button, and when she went to get her card, it was gone. She claimed that the machine had swallowed it. She had her mind set that the only place her card was, was inside the pump.
Now, we have had it happen where someone would put there card in the crease of two doors, and not the reader, and lose there card in the guts of the pump. A simple open the door, retrieve and try again. But this lady insisted that her card was in the "black box" (her words) which is actually the protective casing around the magnetic reader to prevent it from getting wet.
The lady who was having a smoke outside turned out to be her sister, and they both had the same story.
Now, let me make it perfectly clear, that there is NO POSSIBLE WAY the machine "ate" her card. The card isn't even meant to go in all the way, and it is impossible to shove a card in the reader far enough to lose it, short of breaking your card. Me, CW and Norm all demonstrated this to no avail. This lady even went so far to demand that we disassemble the reader to get her card. I informed her that we can't, because it is connected to the the computer board, and we are not qualified to take it apart.
SC: I don't care, that was my first card!
Huh?
It was her first card issued on that account. So when wanted to keep it. I guess she had a thing for firsts, I have no idea. Conversation with her went like this:
Norm: Ma'am, there is no way your card is in the reader, you can NOT fit it in there, it is impossible
SC: Well I am telling you it ate it!
Norm: It is not built to do that ma'am, it does not happen
SC: Then how come it did to me?
and so forth
There were more gems too
SC: I work at the bank, I know how this works!
SS: That's right! She is a bank manager! A (insert silly 3 letter title, CMO or something, I can't remember or care to)! She knows all about this technology stuff, I am telling you it's in the black box!
Ok, so because you work at a bank, means that you know exactly how our machines work. Wow, that's impressive. I've worked here for 2 and a half years, Norm has worked for our company for 24 and you know more then us? Well, we'll just call you the next time something breaks down, we won't call SAS, our repair company
SC: When is the next time that this will have maintenance done?
Norm: We call them in for issues, they don't have a regular drop in time
SC: Well call them now! I want them here right away!
Norm: They will not come in right away because it is not an emergency (and because they would laugh at us for reasons to be explained)
SC: It's an emergency to me!
This lady was insisting that it was there even going to say that when SAS showed up and took it apart, her card would be inside. She never moved from this story, she insisted.
The final touch was when we were putting everything back together, retiring the idea that if it was there, we could get it back out.
SC: I think I should get a free car wash for your machine eating my card
Norm: No, that will not happen. I will take your information down, and when we call in SAS, we will call you if they find a card.
SC: Well they will! I assure you of it!
Me and Norm were furious, we searched for over 20 min and got nothing but yelled at from a lady who had no idea what she was talking about.
The reason?
Our card readers outside are set up so you insert your card and remove it. If you leave your card in for too long, it sends a message inside saying "card in reader" and you can't do anything. You can't enter a pin, you don't get approved, nothing. I mentioned this to Norm after and he said he realized that too. This lady has more then likely put her card in, took it out, enter her pin, canceled, and couden't find her card, thinking it was left in the reader, where she thought it was supposed to be. She must have assumed it was eaten because she then didn't know where it was. As far as I know, nobody asked her to check her purse, pockets, etc, but it is more then likely where it ended up. Her story is flawed because it doesn't follow how our system works, her claim it was eaten oversteps the boundaries of our system, and her and her sisters claim that working with a bank means you know that our system can eat cards means nothing to me or Norm.
We were nothing but polite and respectful to this lady, we did not raise our voices, or get angry, we did everything we could except the carwash.
More proof? Later on in the night, I had a guy try the pay at pump, and I got a message saying "Pick up card". That means that the card is presumed stolen, or missing. At a machine that takes the whole card, it would not have let it back out, but because our system doesn't do that, he was able to keep his card and try 3 more times. (We don't get a reward anymore for picking up a card, and i'm not running outside to take it at 10:30 at night, not supposed to put myself in danger)
And after it all, I looked at my watch, and it wasn't even time for my shift to start yet. What a wonderful shift it was going to be...
I was only here for some of this wonderful transaction, that involved 5 people
SC: You know who
SS: The sister of SC
CW: A co-worker
Norm: My manager
Me: Ta-daaa!
When I arrived at work today, CW was at one of the pumps looking inside the top cabnit with a customer. I thought that was odd, but shrugged it off, and went inside my store to get ready (even though I was 30 min early). I say my hellos to Norm my manager, and a new guy we were training. Norm decides that he is going to help the customer outside, and CW is going to come back inside to work with the new guy. I have no idea what the issus is yet, but man, would I find out.
I stepped outside to have a smoke and watch my manager and the customer look inside the top part of the pump, where it has the screen display, and the pinpad/card reader for pay-at-the-pump. There was another lady beside me having a smoke as I watched. It seemed odd to me that the customer would be holding one of the open doors while looking in on one side of the pump, while my manager was on the other side. I butted out my smoke and went to help out, and to try and find out what was going on. The other lady followed me as I went over.
Through Norm, I found out that the lady was claiming that she put her debit card in, entered her pin, and when the pump asked is she waited a fill ($110 max approval) she panicked and hit the cancel button, and when she went to get her card, it was gone. She claimed that the machine had swallowed it. She had her mind set that the only place her card was, was inside the pump.
Now, we have had it happen where someone would put there card in the crease of two doors, and not the reader, and lose there card in the guts of the pump. A simple open the door, retrieve and try again. But this lady insisted that her card was in the "black box" (her words) which is actually the protective casing around the magnetic reader to prevent it from getting wet.
The lady who was having a smoke outside turned out to be her sister, and they both had the same story.
Now, let me make it perfectly clear, that there is NO POSSIBLE WAY the machine "ate" her card. The card isn't even meant to go in all the way, and it is impossible to shove a card in the reader far enough to lose it, short of breaking your card. Me, CW and Norm all demonstrated this to no avail. This lady even went so far to demand that we disassemble the reader to get her card. I informed her that we can't, because it is connected to the the computer board, and we are not qualified to take it apart.
SC: I don't care, that was my first card!
Huh?
It was her first card issued on that account. So when wanted to keep it. I guess she had a thing for firsts, I have no idea. Conversation with her went like this:
Norm: Ma'am, there is no way your card is in the reader, you can NOT fit it in there, it is impossible
SC: Well I am telling you it ate it!
Norm: It is not built to do that ma'am, it does not happen
SC: Then how come it did to me?
and so forth
There were more gems too
SC: I work at the bank, I know how this works!
SS: That's right! She is a bank manager! A (insert silly 3 letter title, CMO or something, I can't remember or care to)! She knows all about this technology stuff, I am telling you it's in the black box!
Ok, so because you work at a bank, means that you know exactly how our machines work. Wow, that's impressive. I've worked here for 2 and a half years, Norm has worked for our company for 24 and you know more then us? Well, we'll just call you the next time something breaks down, we won't call SAS, our repair company
SC: When is the next time that this will have maintenance done?
Norm: We call them in for issues, they don't have a regular drop in time
SC: Well call them now! I want them here right away!
Norm: They will not come in right away because it is not an emergency (and because they would laugh at us for reasons to be explained)
SC: It's an emergency to me!
This lady was insisting that it was there even going to say that when SAS showed up and took it apart, her card would be inside. She never moved from this story, she insisted.
The final touch was when we were putting everything back together, retiring the idea that if it was there, we could get it back out.
SC: I think I should get a free car wash for your machine eating my card
Norm: No, that will not happen. I will take your information down, and when we call in SAS, we will call you if they find a card.
SC: Well they will! I assure you of it!
Me and Norm were furious, we searched for over 20 min and got nothing but yelled at from a lady who had no idea what she was talking about.
The reason?
Our card readers outside are set up so you insert your card and remove it. If you leave your card in for too long, it sends a message inside saying "card in reader" and you can't do anything. You can't enter a pin, you don't get approved, nothing. I mentioned this to Norm after and he said he realized that too. This lady has more then likely put her card in, took it out, enter her pin, canceled, and couden't find her card, thinking it was left in the reader, where she thought it was supposed to be. She must have assumed it was eaten because she then didn't know where it was. As far as I know, nobody asked her to check her purse, pockets, etc, but it is more then likely where it ended up. Her story is flawed because it doesn't follow how our system works, her claim it was eaten oversteps the boundaries of our system, and her and her sisters claim that working with a bank means you know that our system can eat cards means nothing to me or Norm.
We were nothing but polite and respectful to this lady, we did not raise our voices, or get angry, we did everything we could except the carwash.
More proof? Later on in the night, I had a guy try the pay at pump, and I got a message saying "Pick up card". That means that the card is presumed stolen, or missing. At a machine that takes the whole card, it would not have let it back out, but because our system doesn't do that, he was able to keep his card and try 3 more times. (We don't get a reward anymore for picking up a card, and i'm not running outside to take it at 10:30 at night, not supposed to put myself in danger)
And after it all, I looked at my watch, and it wasn't even time for my shift to start yet. What a wonderful shift it was going to be...
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