Is this bad service?

hj2k_x

hj2k_x

Honorary Master
Joined
Jan 22, 2006
Messages
32,137
Reaction score
1,893
Location
/\/¯¯¯¯¯\/\
Now before I go off on one, I thought I would see if you guys would think this bad service.

Story: Yesterday, went to PicknPay (will insert branch later if necessary).
Got groceries. Generally unhappy with prices and lack of variety/stock for such a big branch but anyway. Go to till to pay.

Swipe debit card. No joy. The say the system is down, can they try again? Sure. They try again. Same thing.

Try the next teller. Now it says 'insufficient funds'. Can I go and withdraw cash? A mission but OK. Leave trolley there and walk halfway down shopping centre to ATM. ATM says money has gone off account so no funds left.

Take slip and go back to PnP. Speak to floor manager/supervisor. No, the money has not really left my account, the ATM just thinks it has. It has not gone through PnP's system, so it will be reversed into my account 'within a few hours, probably'.

What to do? My account says money has gone. Have trolley full of groceries which I cannot take. Cannot wait hours for money to be returned, if that is even the case.

They suggest I go to the bank and try to sort it there. So I walk back out, further along to the bank. Stand in queue at Inquiries for 35 minutes. Speak to knowledgeable man. He says the system shows my funds have not left but the ATM might not reflect it for a while. He suggests drawing money from the teller.

So I join the teller queue. Wait ten mins. Draw money from there. Pay R30.30 fee to do so.

Go back to PnP. An old lady at the same teller I was at is having the same problem with her card. They have not closed the till clearly. Tell manager I am not happy. It is now more than an hour after original swipe. Could I get a discount or something, anything really?

NO, no discount, no nothing. Very sorry but this happens often, more than once a day, and it is the bank's fault, not PnP's. More apologies fall on deaf ears as I leave the place in a huff.

Pay R6 more for parking due to being there for longer than I would have.

Get home to check change - was given R37 change instead of R67 in all the confusion.

So, all in all, I am down close to one and a half hours and R70 for something that was not my fault.

What do you people say? I should just deal with it or is it something I can rightly be angry about?

H
 
Just want to check what others think. The PnP supervisors (spoke to tow of them) apologised a lot but got quite irate when I suggested fault on their part or any chance of a discount or anything. The nice lady at the till and the lady packing the bags understood what I was saying and were sympathetic, but they clearly weren't listened to :o
 
Well wrong change is your fault, bank issues are not really pick n pay's problem either, so i think it was just one of those days you write off.
 
hahahhaha

just deal with it... because even if you go back for the change it will be a mission to get it back...

sorry to hear...

i don't think it's bad service as such, just think is an IT system gone wrong:D

technology is great when it works and when it does not it messes you up badly
 
I'd be pissed because my time was wasted - Checkers did something similiar to me once - I eventually left the store and got an SMS two hours later from FNB saying the transaction just went through - had to drive all the way back (1km).

BTW PnP head-office are pretty good at handling complaints, or hellopeter - and they'll probably give you a R100 voucher, means you're up R30, and down 2 hours :p
 
xrapidx said:
I'd be pissed because my time was wasted - Checkers did something similiar to me once - I eventually left the store and got an SMS two hours later from FNB saying the transaction just went through - had to drive all the way back (1km).

BTW PnP head-office are pretty good at handling complaints, or hellopeter - and they'll probably give you a R100 voucher, means you're up R30, and down 2 hours :p
Click to expand...

Cool. Will give it a go perhaps.
 
When they cash out at the end of the day, the till might have been up by the amount you are missing- if it matches, would they pay you back??

Or the cashier just pockets the difference I suppose...
 
killadoob said:
Well wrong change is your fault,
Click to expand...
That is true. I was just so angry by the time I left that I didn't bother checking :o

bank issues are not really pick n pay's problem either, so i think it was just one of those days you write off.
Click to expand...

But it is not so much a bank issue as a problem with a piece of their equipment - it is not as if the system was actually down, nor was there an issue with funds in the account.

*grumbles
 
The part where the manager does not give you discount, and does nothing to help you, and indicates that this happens more than once a day is the fail.

An important toll free service called Customer Careline – 0800 11 22 88 - is staffed by trained Customer Care Managers who field calls from customer queries and problems, to general suggestions and comments.
Click to expand...

sauce : http://www.picknpay.co.za/static/section/index.php?page_id=1053

Anywayz ... yes ... bad service from Pick 'n Pay. Irrespective of who's fault it was, this is a service provided by Pick 'n Pay, which you pay for through service fee's, which Pick 'n Pay must ensure works properly.

But ... you already knew that and are actually asking for a reason to stop loading the shotgun ...
 
koeks said:
hahahhaha

just deal with it... because even if you go back for the change it will be a mission to get it back...

sorry to hear...

i don't think it's bad service as such, just think is an IT system gone wrong:D

technology is great when it works and when it does not it messes you up badly
Click to expand...

Indeed. And all the other tills were working fine the whole time :(

What a mission it was.
 
davemc said:
The part where the manager does not give you discount, and does nothing to help you, and indicates that this happens more than once a day is the fail.



sauce : http://www.picknpay.co.za/static/section/index.php?page_id=1053

Anywayz ... yes ... bad service from Pick 'n Pay. Irrespective of who's fault it was, this is a service provided by Pick 'n Pay, which you pay for through service fee's, which Pick 'n Pay must ensure works properly.

But ... you already knew that and are actually asking for a reason to stop loading the shotgun ...
Click to expand...

Hehe, you have pretty much hit the nail on the head there in terms of how I feel about the issue.

Think I'll give it a try - Hellopeter and see what comes of it.

I could not believe when she said that it happens more than once a day but was not going to do anything about.
 
When their system is down it's the bank's fault. PICK N PAY aren't in control of those swipe machines.
 
I think you will find the fault is with the issuer (The machine that you swiped on)
I can bet R100 that the machine belongs to a bank other than the bank that you bank with.... and its their fault. Everyone else (you, your bank and PnP) are the victims.
 
Nerfherder said:
I think you will find the fault is with the issuer (The machine that you swiped on)
I can bet R100 that the machine belongs to a bank other than the bank that you bank with.... and its their fault. Everyone else (you, your bank and PnP) are the victims.
Click to expand...

Yip that's correct!
 
Nerfherder said:
I think you will find the fault is with the issuer (The machine that you swiped on)
I can bet R100 that the machine belongs to a bank other than the bank that you bank with.... and its their fault. Everyone else (you, your bank and PnP) are the victims.
Click to expand...

It seems so....
 
hj2k_x said:
Try the next teller. Now it says 'insufficient funds'. Can I go and withdraw cash? A mission but OK. Leave trolley there and walk halfway down shopping centre to ATM. ATM says money has gone off account so no funds left.
Click to expand...
FNB charges a penalty for that. :o I once made a cash deposit and thinking it had cleared immediately went and tried to purchase something and wham . . . charged for a rejected swipe.
 
bwana said:
FNB charges a penalty for that. :o I once made a cash deposit and thinking it had cleared immediately went and tried to purchase something and wham . . . charged for a rejected swipe.
Click to expand...

I will be bleak if that is the case :mad:
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter
X