View Full Version : Automated Check Out Rant or Rave
I am curious if SLN members have had experience using automated check out machines at the supermarket, pharmacy or elsewhere.
I am writing an article about automated check outs and how consumers respond to them. I recently went into a local CVS and was surprised to see a self-check out option and only one human clerk to interact with. The local Stop & Shop supermarket has them. As does the city library for checking books and CDs.
Please talk to me about your experience using these devices: The Good, The Bad and The Ugly.
I wonder why some consumers use the self-check out and some consumers prefer the human clerk. Will there be a day when the only option is a self-check out?
Also, since sales clerk positions tend to be the first job a local teenager takes on, or a homemaker needing a second income, or a retiree wanting to stay active for a few hours a day, how does this affect that population of unskilled workers and where do they go now for part time or full time work? I see automated check out as shifting a segment of the work force.
Your input would be most appreciated.
... for me, rant and rave. When they're good, they can be really fast. i once timed myself at under 2 minutes to get into the store, grab flowers and get out again. For the most part, 1. it gets all bollixed up about me having my own bag, 2. it gets upset that I've put something in the wrong place, 3. I have alcohol and I need a real person to clear that, 4. I simply can't get at least one item to scan, or 5. every machine is taken up by someone else having the same problems or it's in need of clearing because someone gave up and walked away. I can see it as the wave of the future, but that future is not yet upon us.
I don't know what to say about unskilled labor jobs. There are people who push for an entirely automated / self serve way, because it's cheaper and it could free people up to do more interesting and productive things. But until we have a society that views money in a wholly different way, and/or an excess of interesting and productive jobs, this is not good for our unskilled labor base.
I avoid them for the reasons you cited. They're such an obvious attempt to do away with (often unionized) employees. I'm guilty of using the one at the library occasionally.
Chicken lady
9-19-15, 11:18am
I will oly use the automated check out if there is a significant line and I have only a few regularly priced items and no coupons. I like the checkers at my local stores. I find the human interaction pleasant. I am a lousy bagger and not interested in becoming skilled. I once called a store manager to praise a bagger who bagged my groceries by where they would endup (fridge, freezer, cupboard, counter, bathroom... ) So quickly I only noticed when I got home.
I have noticed that self- check has pretty much replaced the express lane. Often the express lane checker is tandin doing nothing and will wave a full cart into his/her line. which sometimes pushes people into self-check - I see them start for the express line, see the full cart, and turn.
My grandmother used to shop in clothing stores where her purchases were packaged and delivered to her house. When that stopped, she was annoyed. She wasn't happy again until she found "free shipping, free returns" on-line. I am becoming my grandmother. Sometimes I wonder how much of the work the grocery store can outsource to me before I just order most of my food online and shop farmers markets for supplemental produce.
We have auto check out at the library now which makes me sad. It works wonderfully but I miss the banter with the staff about good books they have read. I imagine they have laid off staff too. I will only use it at the grocery if I have 1-2 items. Even them I don't find it very "friendly" to use.
goldensmom
9-19-15, 11:23am
I like the person check outs but will use the automated if lines are long and I have a few items. I've never had a problem with the automated check outs. I don't like it, however, when the only available check out is the automated. I've observed one problem with the automated check outs and that is that it cannot correct a pricing problem, you have to complete the transaction then go to the service desk for resolution.
rosarugosa
9-19-15, 11:26am
I am not a fan. I expect these will be our only option in many places in the not-too-distant future. No matter how comfortable we get with them, we'll never be as fast as an experienced cashier who does this all day, every day, and there will often be folks ahead of us in line who are not comfortable with them at all. So we're all going to wait longer to get checked out plus all those jobs will go away. The only good I can think of is that it will be another shopping disincentive.
I nearly always have a problem if I use it. I prefer using a person and in the scheme of things I am hoping that keeps people working. I do have to say I LOVE the gasoline auto serve. I love not having to leave the car...But in the grocery store and Home Depot I prefer a person.
rodeosweetheart
9-19-15, 12:12pm
I nearly always have a problem if I use it. I prefer using a person and in the scheme of things I am hoping that keeps people working. I do have to say I LOVE the gasoline auto serve. I love not having to leave the car...But in the grocery store and Home Depot I prefer a person.
Not a fan, either--I hate the way it weighs your items and if you put your purse in the wrong place, it's all over. . .
Those self checkouts are a NIGHTMARE and I refuse to use them!!!!
I tried. I really, really tried.
I used to cashier at a walmart-like chain store and had to type in the 11-digit inventory on every single item plus the price minus discounts, etc, and that was much, much faster than these slow, slow, slow self-checkouts.
They just plain don't work. Each step takes For. Ev. Er!
There was always a problem and I just end up yelling at the stupid machine!!
"Please place the item in the bag."
"It's in the bag."
"Please place the item in the bag."
"It's in the bag."
"Please place the item in the bag."
"It's still in the bag."
"Please place the item in the bag."
"I've done that already!"
"Please place the item in the bag."
"It's already in the bag!"
"Please place the item in the bag."
"*#&@(!!!!!
Of course there is no one around who is supposed to help with these kinds of problems
or they are busy with everyone else who is also having problems.
Those "quick" self checkouts are much much slower than the me standing in line and having a cashier do the work.
Yep. I've also accidentally walked out with stuff I haven't paid for, what with all the placing in the bag, not placing in the bag, cancelling the item and re-scanning it and placing it in the bag, placing it next to the bag because I have my own bag but it won't accept that, placing heavy items back in the cart and telling it I don't want to bag the item, placing my purse in the bagging area by mistake ... ergh.
ToomuchStuff
9-19-15, 3:02pm
So many of the ones I have seen so far, don't take cash. After seeing enough of them, I don't even look at them, so that may have changed and I wouldn't be up to date. There are several issues with them in my experience.
They don't provide me with any discount, for doing the job of an employee, while they MAY save the company money (sure they will over time, but kinks will have to be worked out).
They don't provide any methods for tax free sales (part of my job is picking up stuff that will be resold in one form or some other).
Not everything is always in the computer, let alone pricing mistakes.
Where is the actual oversite of controlled substances? (there are state and local rules to follow)
They as well as human checkers, can and do have problems, deactivating antitheft stuff.
They can't answer questions or provide general customer service. (example question, what is your typical restock day, as your out of)
Teacher Terry
9-19-15, 3:11pm
I like them if I have only a few items. If my cart is full I won't use them. I have learned to leave my purse in the cart. The place I go to usually has a staff person monitoring the 5 self-check outs.
Fantastic replies! Those machines cost a lot of money to install. I am planning to go to the Stop & Shop tomorrow afternoon and use it myself. I thought I would try two sales, one for a small sale that I would pay with a $20 and also use a coupon. The other will be a sale with coupons using my cash card.
I'll watch a little too, chat with the Service Desk folks and see what happens. A little research. I have learned to avoid them as well. The city library I try to use on a lunch hour has a dang fangled CD dispenser that I was struggling to figure out how to use. There is signage but I had never seen automation like this thing and failed at it. I guess I was supposed to find the case, check that out, go to a CD dispenser and get the disk from there. I failed as it took too long and I had to go back to work. It was a disaster in my opinion.
I keep thinking of all this automation and the displaced worker that just needs a 2nd job to make ends meet. Where do those people go? ToomuchStuff said what I was thinking, is there a discount for the shopper who uses the automated machine? Shop, price and bag. What a country!
I'm not a fan, but the Stop and Shop has discontinued express lanes so if I don't want to wait forever behind a large order, I'm using them. As others have mentioned, there are always issues and you need to get a human over anyways. I also find they go way slower than I do and won't accept the new item when I scan it. I have to intentionally slow down. Which are someone mentioned in the other thread about waiting in line behind someone using a check, may not be the worst thing in the world. LOL.
Self service at the gas pump is awesome, otherwise I'd be behind the person buying 300 different lottery tickets, who has to ask about each type of ticket.
TVRodriguez
9-19-15, 8:25pm
I generally avoid the self checkout, hoping to save some checker's job. I was a cashier in high school andndon't want to cost anyone their job. On the other hand, I was a good cashier and am often faster than the person checking me out.
ApatheticNoMore
9-19-15, 8:45pm
I usually avoid them, but at one place that's the only grocery in walking distance of work it's all they have, even then I try to avoid that store, but since it's almost the only way to get real food if I didn't bring enough with me ... Also some stores don't hire enough staff so checking out is a long line, my choice is usually to avoid such stores, but if there I might use automated check out, especially when I have few things standing in a long line of people with lots of things.
The machines here know how to handle using no bag or bringing your own, you just say you want 0 bags. Since a store provided bag most places have a charge (it's the law), they do have to ask. It might be a bit of an honor system, what if one took an unpaid for bag, I don't know. But putting your wallet in the wrong place will set them off.
Yes it will cause more unemployment, they are digital scabs, but also how social phobic are people going to be in the future when some of them never even interact with a human being to say "hi" "fine" "thanks" to the store clerk. On the other hand that creates employment for shrinks and pharma, therefore it all balances out, never mind! >8) In a very different society neither the job loss nor the lack of superficial human contact would matter I guess. We don't live there.
awakenedsoul
9-19-15, 9:01pm
We don't have them at our grocery stores, but they do have them at Home Depot. I used it once, and I was kind of uncomfortable. Usually I go to the stand with the checker. I just prefer to have a human as a cashier.
Our library is all self checkout now. I've gotten used to it, and it's fine. I do feel badly for the people who have lost their jobs, though. It's sad to me that they have been replaced by machines. I like the fact that I can renew my books on line, though.
I normally buy my groceries at Costco, Sprouts, and Food For Less. I use the sale flyers. They all have excellent cashiers. A few years ago I worked a cash register as a side job at a farm. I enjoyed the contact with people. I used to have a really long line, because I loved my customers. Sometimes the other cashiers would have no customers. The regulars would wait for me. (kind of like a favorite waitress.) I made sure I was fast, didn't talk on the phone, or forget about them. Some of the other cashiers would get sidetracked, wander off, or multi task, and it bothered the customers.
I actually wouldn't mind taking a job as a cashier somewhere for a little extra money. I enjoyed it. It was easy, the time passed quickly, and I found it a very stress free source of side income.
I hate automated checkout with a white hot passion. The only way I will use one if if I'm in a huge rush, the lines are very long, and I have just a few items I know will scan.
I, too, have tried.
- They're too loud. I'm not hard of hearing, but apparently most supermarket shoppers are. No way to change the volume to something that doesn't hurt my ears.
- They cannot deal with exceptions. Products from the discount rack with an obliterated UPC, produce in which not every item comes with a little sticker, big items like sacks of salt for water softeners -- can't deal with any of them.
- The method for determining what's in the basket and what makes it to bags is bogus. If I buy six apples, I don't want to scan every. single. apple. One apple and apply a multiplier. It's what the "real" cashier does. But the weight system or whatever balks that input did not match output.
- They're never attended well enough by someone who can fix a problem. I suppose I shouldn't complain; a few times I've walked out with free items because the attendant couldn't figure out what the robot was trying to do, and, in the name of throughput, just waved the item into the bag.
- I also dislike the fairly transparent attempt to put humans out of work. Not like there's any incentive for me to take their job except the illusory "helps us keep prices low". So would not paying your CEO tens of millions a year. But I suppose that method is off the table.
Corollary to that, at the Menards big-box hardware stores here, you put your item on the conveyor belt, you check yourself out if you have a card, you bag your own items, and you collect your own receipt. I don't know what the high-school-age kid at the register is being paid, but it seems like pretty easy money because they're not doing half of what cashiers at other stores do.
I like them and use them all the time.
They get very confused by my coth bags......and then I get very confused.
Miss Cellane
9-20-15, 10:08am
Where I live now, the supermarkets do not have self-checkout. Home Depot does, and they finally installed some new machines that actually work. Prior to the new machines, only about half of what you bought would scan, and getting the machine to accept any form of payment usually involved getting help from store personnel.
If you are studying this issue, I've seen some discussions on-line about the self-checkouts in supermarkets. Some people think they are equivalent to express lanes, and some people think you can take a huge load of stuff to the self-checks. I think it probably depends on the individual store and their policy--but I've seen some pretty heated discussions about "rude" people who use the self-checks for more than 15-20 items. Should one assume the self-checkouts are express lanes, or assume anyone can use them?
Our library has installed self-checkout. It works nicely. And they haven't cut staff--they've expanded their hours recently and hired two new people. One of the new hires is a friend of mine and she explained that by freeing up staff from the checkout desk, they are able to do more behind-the-scenes work, which freed up the money for more weekend and evening hours, which means she has a new part-time job. Since she's going to library school next fall, she's thrilled.
But here's my story about self-checkouts in grocery stores. Back when I lived in a bustling metropolis, the Stop N Shop near me was tiny, because of limited space in a city environment. Three times, they experimented with the hand-held scanners that you carry around the store and scan items with as you pick them off the shelves. Cool! I thought. Then I tried it, several times.
You have to bag as you go. For those who don't bring their own bags, this means estimating the number of bags you will need and getting them before you start shopping. It also means that as you wheel your cart through the store, you are constantly having to move around to the front and sides of the cart to put things in the bags. You can't just load up one bag and then get a new bag--if you did that, you'd be putting canned goods on top of your bread, that sort of thing. So you have several bags in the cart, and you are fiddling with them constantly. And it takes longer than just picking something off a shelf and putting it in your cart. You have to stop, move around the cart, figure out which bag to put the thing in, then move back around the cart and move on. And other shoppers didn't expect you to be moving around the cart so much, so they bumped into you, or you blocked them from moving down the aisle.
Product got weighted and labeled in the produce department, so you had to put everything in a plastic bag, then weigh it, then wait for the label to print, then put the label on the bag. (I tried putting the label on a single piece of fruit as an experiment, but the scanner couldn't read the barcode because of the curve of the apple. The produce section was small, with narrow aisles, and no matter where you stood or positioned your cart, you ended up blocking people.
The first time the store tried this, dealing with the scanner was awkward. I was carrying my shopping list in one hand, and the scanner in the other. Then I'd have to put down the list to grab something, scan it, put down the scanner to bag the item, then retrieve both list and scanner and move on to the next item. It was a hassle. The next two times they tried, they had added scanner holders to the handles of the carts, which helped a lot.
When you finished shopping, you went to a self-checkout lane. There was a special barcode to scan, then all you had to do was pay.
I found that it saved no time at all shopping this way. The amount of time spent waiting in line was spent instead moving around bagging the items myself.
The store offered no discount for the self-scanning option. And I felt that I did a lot more work in the store this way than in the traditional way, so that irked me. Even a 1% discount would have felt better--I certainly felt as if I'd saved the store some money.
When I have a lot of stuff, I prefer to have someone check me out because they are usually faster than me and I can usually get out of the store faster. If I have only a few items, I prefer the self-checkout stations because I can get out of the store faster due to no lines. Basically, I prefer any method that will get me out of the store as fast as possible since I typically dislike shopping and want to get the misery over and done with.
We don't have them at our grocery stores, but they do have them at Home Depot. I used it once, and I was kind of uncomfortable. Usually I go to the stand with the checker. I just prefer to have a human as a cashier.
Our library is all self checkout now. I've gotten used to it, and it's fine. I do feel badly for the people who have lost their jobs, though. It's sad to me that they have been replaced by machines. I like the fact that I can renew my books on line, though.
I normally buy my groceries at Costco, Sprouts, and Food For Less. I use the sale flyers. They all have excellent cashiers. A few years ago I worked a cash register as a side job at a farm. I enjoyed the contact with people. I used to have a really long line, because I loved my customers. Sometimes the other cashiers would have no customers. The regulars would wait for me. (kind of like a favorite waitress.) I made sure I was fast, didn't talk on the phone, or forget about them. Some of the other cashiers would get sidetracked, wander off, or multi task, and it bothered the customers.
I actually wouldn't mind taking a job as a cashier somewhere for a little extra money. I enjoyed it. It was easy, the time passed quickly, and I found it a very stress free source of side income.
This reply caught my attention with regard to the missing element of automated check out, customer service. You talk about being a cashier at a farm stand and chatting with the clientele. Personally, I prefer little small talk and would have chosen another cashier. I want good service but I prefer to keep the transaction swift and impersonal. But, other people would love that personal style of customer relations. That kind of interaction can build in to the business what the machine takes away. I see an ongoing theme of customer no-service as common in business. I have to keep my views out of the article and just report the facts. But it is a fact that some customers will come back to that shop rather than a competitor simply because of the ambiance created. Small businesses tend to remember the client as often times the owner is making the sale. The larger the business, the less the customer is kept in the loop, although without the customer there's no business.
Miss Cellane, I'm happy to hear about your library's staffing. I prefer to use self-checkout there, but I feel guilty when I do. I'm relieved to hear it doesn't affect personnel in a negative way.
The places in my area that have self-checkout options all have them as options. None of them (besides gas stations) are fully self-checkout. Our libraries have both self-checkout and librarians at the desks. When I'm not feeling social and just grabbing a couple things (or books), the self-checkout is great, but otherwise, the personal customer service is there too. I don't really want it to get like calling companies on the phone and getting a computerized menu or a person who isn't allowed to do anything besides read a script (so might as well be a computer.) I don't feel guilty about using whichever option I choose though. Sometimes the existence of self-checkout is the only reason I left my house to run to the store in the first place if I'm feeling particularly moody that day.
Well, I went to the local Stop & Shop and learned a lot in a short amount of time. I selected 4 or 5 items and went to the automated check out. Of 4 only 1 was in operation. I asked the guy about to use it how does it work. He showed me this and that, he only bought a soda and snack. There is an attendant covering this area in the event customers need assistance. While I used the machine, she bagged my items. So, I asked her how it was, and she related no real problems in use. It worked fine, it was the customer that didn't know what to do at times. I will say it is a fast lane. If you are a newbie at it, people waiting in line will give you the hurry up look. There is little counter space and lots of conveyor space. The machine took cash and coupons. The transaction was quick and done.
When I went to the Solution Center (Customer Service), I asked that clerk what she thought of it, again, she said some user problems, but overall, it worked fine. When I asked to speak with the manager, things got strange. I told him I was writing an article about this topic, I asked him how long he'd worked there. He said 15 years. I said, oh, than you were here when they were installed, tell me how is service and what do customers say about them. He suddenly said, oh, I've only been here a few months, when I asked him to clarify his time in service, he shifted around and started telling me it was against policy to talk to anyone writing an article. When I asked him if he had ever used the automated check out, he still referred to corporate. So I asked for that number. I have it and may follow up tomorrow. I was surprised as I had a good experience, the clerks were positive, the other customers I saw were positive, he could have reinforced what I was seeing and shut down the conversation.
I use the self checkout when I have just a few things, and no produce. It's too confusing---do I have broccoli or broccoli crowns? Which kind of peaches? Apples? Need my glasses to read the tiny sticky label to see which kind I chose.
Now that my library has the self checkout, I use it all the time. Sometimes I don't want someone to see which books/videos I'm borrowing (nothing obscene, and I'm sure they don't care).
I pretty much only see self checkouts at Walmart. My local grocery chain, Jewel-Osco, seems to have removed them in some stores (or all, I don't remember the last time I saw one in the stores I frequent).
I only use them if I have a few items. They go pretty quickly for me, but I know how to use them. It's bad when you've got 4 self-checkouts open, a line of people waiting to use them, and only one Walmart employee helping the clueless/uninitiated to use them. I don't get what the hang up is. As long as you can read English, follow the instructions on the screen.
Well it is a lot to figure out all at once Tradd. It took me a bit to realize the cash and change came out on the bottom. The register slip and coupons came spitting out fast too. The store's got the music going, it's noisy and people are waiting to go too. There you are trying to read and absorb quickly and get it straight. Set the cart down, take each item out, barcode scan, set on conveyor. When done, quickly pay, quickly get out of the way, go bag your own and go. It's a lot going on at once. I used it but was glad the clerk was around to help as I had to backtrack missing to scan my courtesy card first. If you want no people contact, it's an option. But, there is no reduced charge for you doing all the labor.
I like the self checkout at the library. I can get in and out much quicker. I've usually hoped off the train, run in to pick up reserved books and then dash out to get on the next train (the station is across the street and on my way home.)
This restaurant opened up near my office. https://www.eatsa.com/ It takes self service to a whole new level. I haven't tried it yet, but coworkers have and have given positive reviews about the setup. I assume that within 5-10 years most fast food places will have done away with cashiers and perhaps even automated many of the cooking tasks. I would assume that labor is a significant part of their costs so I suppose it makes sense.
awakenedsoul
9-20-15, 8:34pm
Cypress,
I didn't make small talk. I was a very fast cashier. I wanted to give people excellent service, and to get them out quickly. I made that my priority. I would smile, and was friendly, but efficiency and taking people in order were my focus. Customers couldn't cut in my line, or get sidetracked with cell phone conversations, forgotten items, etc...
I had three times as many sales as the other women working there. I was the same way as a teen-ager at Mc Donald's. I learned early that people watch and pick the fastest line. I tried to treat people the way I like to be treated when I shop.
I use them a bit...but like previous posters have said they can't deal with exceptions (ie. coupons) and the 'please place the item in the bag' drives me batty. BATTY! But if there's no line up and I only have 1 or 2 or 3 items I'll use them. Not all stores have them here. Some Safeways have them, but not mine. Same with Walmart. Mine doesn't have one. My little local library doesn't have one either. I like that.
I want to use the real person to save their jobs and to save me the headache of trying to figure out why something isn't scanning.
I love them and hate them. Like I said in my check writing post, I hate to hold people up, (and so begin writing checks long before I reach the register). When I want to get rid of a bunch of change, I use them for that reason. Our grocery store has four registers together, so there is never a line behind you, specifically. Who wants to count out 32 pennies, 8 nickels, and 2 dimes when someone is literally breathing down your neck? But how else are you supposed to spend your change if you never count it out? I know I'm still holding up the line slightly, but there are three other registers people are waiting for at the same time, so the self-checkout seems like a service to me to allow me to use my change without feeling like a slowpoke.
On the other hand, nothing makes me feel angrier than the self-checkout when it's not working. "An attendant has been notified to assist you," makes me want to scream, especially when there is no attendant in sight. That makes me much more impatient than someone writing a check in front of me! And our grocery store seems to be especially bad. The scales seem particularly sensitive to people bringing their own bags, even now that there is a plastic bag ban in the city. Even if you push the "brought my own bags" button, when you put your bag on the scale, that chipper computer voice says "An attendant has been notified to assist you." I usually keep my bags in the cart, and then transfer my groceries from the scale to the bags after I pay. But that makes me irritable as well, so I find I do not use the self-checkout unless a) I only have two or three items, or b) I want to get rid of a whole bunch of change.
I figured out a way to outsmart the "Brought your own bags" issue, which always seems to confuse the computer. If I only have a handful of items, I'll place them on the counter where the store's bags are without actually putting them into the bags. Then when I'm done, I'll put everything into my own bag. Our store doesn't seem to offer the five cent discount for your own bags anymore.
ApatheticNoMore
9-21-15, 10:01pm
The machines here just ask how many bags you want: zero. That's why I see it as a really trivial problem to solve. I would think since more and more localities are charging for bags it would be obvious it needs to be solved in those cases.
I don't like using the self checkout because it's taking away jobs. Years ago when I was a SAHM I worked part time cashiering at a nearby grocery store during the hours my kids were in school, and that extra income was so helpful in making ends meet. I feel bad for the loss of a job for someone that needs it every time I see a self checkout. It also ticks me off that the store is getting free labor from their customers when they use the self checkout.
Customers are now giving free labor when we gas up our own cars, pay bills online (essentially entering our own paper check data), and change our mailing address online. There are myriad more examples from only the last few decades.
But how else are you supposed to spend your change if you never count it out?
I have two little containers in a drawer in which I drop spare change at the end of each day. One holds quarters, which I will raid for a few coins if I'm going to ALDI or the farmer's market or a garage sale. The other container holds all other coins. When they get toward full, I take them to my credit union, which is happy to dump the contents into their coin-counting machine and credit me either in cash or as a deposit in one of our accounts. There is no charge for this service. Each trip brings between $40-60 depending on how many quarters I bring. It's a nice way to capture money that otherwise might get frittered away.
SteveinMN
9-22-15, 10:00am
Customers are now giving free labor when we gas up our own cars, pay bills online (essentially entering our own paper check data), and change our mailing address online. There are myriad more examples from only the last few decades.
This is true. But there's something different about self-checkout. Maybe it's just that it's new.
I was going to write that I actually prefer self-serve fuel pumps because when I use full-service pumps, they find a way to squeeze another gallon in even if it won't quite fit. With self-serve I can fill the tank properly. And though there's very little full-service around here anymore, the price was always higher than a competing self-serve station, so at least I could see that I was saving something.
In addition, I suspect there is little demand for staffing an office for bill payment at 5 am, which may be when I want to pay my bills. On-line bill paying also saves me the trouble of finding the checkbook, an envelope, a stamp, and a post office box. It's an automatic experience after the initial setup/login. Maybe if I had to fill out the credit card and account number information completely every time (complete with random errors thrown at the screen) it would feel more like self-serve retail checkout....
The flip side of this new era of unpaid service - definitely off topic, sorry - is the free work and time we are asked to give with this never ending parade of surveys. Please give feedback! Oh, that's not enough feedback, please write a review of at least 200 characters! Please take a survey at the end of this call! Please call the number on this receipt! How would you rate this seller? I realize this is all optional, but I still wind up thinking that all this Feeding Back could turn into a second (unpaid) job if you let it.
ToomuchStuff
9-22-15, 1:24pm
On the change thing, I used to have an inexpensive coin sorter because my CU didn't have one. Since they enlarged, renamed, and became multicity and location, they have one in every branch and no longer want the change rolled. (we had a discussion about this, as they were why I originally picked mine up) When my roller died, then I just started taking it in and direct depositing it.
A relative and some friends do the same, with the goal being the change then becomes fun money that pays for presents (Christmas), or for fun money for vacations (save up for the trip, but the fun money is for activities or stuff when there, without guilt).
I have also used one of those store change machines (Coinstar is the one I used locally), that transfers it to a gift card for a series of companies. I picked up an Amazon one, and used that to buy some gifts.
On the gas comment, here you payed more for full service. You don't get a cheaper price by using the self serve machines at stores. I can't really speak to online banking, because I, like a lot of people, don't do it. (dealt with compromised computers, had computers break and how do you do it online when their down, etc).
I never use self checkout. If it is the only option like at Home Depot sometimes I will actually have them call up a clerk to ring me out. If they want my money do me the courtesy of "personal service". I just like talking to people.
That being said, I use the self swipe at the gas station because I don't need to go in but I'm starting to try to go into the gas station and pre-pay my gas because I had a problem with my card not fitting in the swipe thing the other day and the inside clerk said "oh we better check that sounds like it may have a card reader stuck in it". Don't want to risk my numbers being stolen!
early morning
9-22-15, 6:17pm
I detest self-checkouts and have been known to abandon my purchase if that's all that's available (and it was an optional purchase) - so I guess I can say it saves ME money sometimes, lol. I do pay some bills on-line (because it's that or mailing in a check) but I prefer not to support job-replacing technology in general. I don't like the ones at the library - the self-serve check-in works so seldom that people have taken to just dumping all the returns into the book drop, even when the library is open. I've heard the check out is better, and they have new machines (terminals??), but I almost always have DVDs to pick up from other libraries, and you have to ask for those at the desk regardless. And the librarians are concerned about the technology - while they have been assured there would be no layoffs resulting from the self checkouts, 2 positions that opened because of a retirement and a relocation have not been filled, going on 6 months.
I am so appreciative of the responses from SLN members. This will so help my News Feature article to be written because of this response. When I read through and think about other ways in which Automated Customer Service is already out there and used without thinking about it much more. I forget that I pump my own gas and have been using self-service for years. I forget about ATMs. I forget about BJ's, I am not a member and now recall self-serve checkout was an option I tended to use because the line was free. I have a call into the local city library and will get some response as to the when and why of installation of patron check out of library materials. Why automate? One of the most interesting self-service checkouts new in my area are Videos. We have Red Box units installed at a local supermarket and a convenience store. I have never used it as I go to the library for DVD loan. But, these Red Box units, are there anymore Video rental stores? Wasn't Blockbuster a big chain at one time? How quickly things change.
The flip side of this new era of unpaid service - definitely off topic, sorry - is the free work and time we are asked to give with this never ending parade of surveys. Please give feedback! Oh, that's not enough feedback, please write a review of at least 200 characters! Please take a survey at the end of this call! Please call the number on this receipt! How would you rate this seller? I realize this is all optional, but I still wind up thinking that all this Feeding Back could turn into a second (unpaid) job if you let it.
Which brings up my favorite pet peeve: recycling. Every disposable requires a decision. Jars must be washed, cans flattened--unless they're the ones with curved bottoms... Paper must be sorted: compost? Recycling? Garbage? CFL bulbs: separate pile. Food scraps into the compost bag (oops, fruit flies again!) On and on and on. And then you get to pay for the privilege, more every year--with extra rules, inclusions and exclusions. I maintain three separate bins in a kitchen barely big enough to turn around in. This year they've started picking through everyone's garbage (I'm not making this up) to find a stray recyclable among the hairballs and used tampons. They'll send a warning for your first offense; I guess they'll fine you if you transgress again. I'm sure they're making money off my labor, and all I'm getting is the vague feeling that I'm doing the right thing.
Ultralight
9-23-15, 11:37am
Which brings up my favorite pet peeve: recycling. Every disposable requires a decision. Jars must be washed, cans flattened--unless they're the ones with curved bottoms... Paper must be sorted: compost? Recycling? Garbage? CFL bulbs: separate pile. Food scraps into the compost bag (oops, fruit flies again!) On and on and on. And then you get to pay for the privilege, more every year--with extra rules, inclusions and exclusions. I maintain three separate bins in a kitchen barely big enough to turn around in. This year they've started picking through everyone's garbage (I'm not making this up) to find a stray recyclable among the hairballs and used tampons. I'm sure they're making money off my labor, and all I'm getting is the vague feeling that I'm doing the right thing.
Exactly the reason I do not recycle. It is a moving target. I'd rather reduce or reuse!
I almost and am considering a follow up article on refundable bottle deposits. How many are not refunded to the consumer? In Massachusetts, there are some recycle centers for bottles, but you are right, it's user sort, user return, and user fight with the dang machine out of order. I wonder if a request for those public records on receipts from unclaimed bottle deposits, what would that be? I don't know, but how does the state know how much money was taken in for each bottle, how is it tracked how much was paid back out.
Miss Cellane
9-23-15, 5:58pm
Which brings up my favorite pet peeve: recycling. Every disposable requires a decision. Jars must be washed, cans flattened--unless they're the ones with curved bottoms... Paper must be sorted: compost? Recycling? Garbage? CFL bulbs: separate pile. Food scraps into the compost bag (oops, fruit flies again!) On and on and on. And then you get to pay for the privilege, more every year--with extra rules, inclusions and exclusions. I maintain three separate bins in a kitchen barely big enough to turn around in. This year they've started picking through everyone's garbage (I'm not making this up) to find a stray recyclable among the hairballs and used tampons. They'll send a warning for your first offense; I guess they'll fine you if you transgress again. I'm sure they're making money off my labor, and all I'm getting is the vague feeling that I'm doing the right thing.
I so feel for you. Once, during a very bad time in my life, I gave myself a two-week amnesty from recycling. I was amazed at how much less time just tossing everything into the trash took. The cleaning, the sorting, the finding space in a tiny kitchen for the recycling containers--it's a surprising amount of time per week. Maybe not a lot per day, but it does add up.
My old town actually had recycling police. They came to our office and checked out what/how we were recycling. (We did well, but were cautioned that we needed a way to recycle bits of cardboard, like the backs of pads of paper.) The trash collectors took note of any recyclables included in the trash and left a note, which would be followed up by a personal visit and a $25 ticket. Most people just got better at hiding the recyclables in their trash after that, sadly.
My current town is much better. Recycling all goes in one bin, and is picked up for free. Trash goes in special city-issued trash bags that cost $1.25-$2.25. Driving down the streets on trash days, it looks as if everyone recycles.
Miss Cellane
9-23-15, 6:02pm
As for bill paying, when I worked at a Major American Department Store, a surprising number of people came into the store to pay their bills. They didn't want to deal with paying on-line, and also didn't want to bother with paying by mail. We took payment at the cash registers, and a lot of people paid by check, followed by debit card, followed by cash.
I remember one gentleman came in and paid off his entire bill, about $1,850, with a check. He told me that he'd won $50,000 in the lottery and after paying off his mortgage, he was paying off the rest of his bills. There was still going to be enough money left over to take his grandkids to Disney--he was very excited about that.
As for bill paying, when I worked at a Major American Department Store, a surprising number of people came into the store to pay their bills. They didn't want to deal with paying on-line, and also didn't want to bother with paying by mail. We took payment at the cash registers, and a lot of people paid by check, followed by debit card, followed by cash.
My Grandma does that at Sears. Sometimes she'll pay with her Sears CC to get the 'points' and then right away pay the amount on to the CC at the till.
I hate the self-checkouts at Walmart for several reasons......it cuts the hours of those who already only work part time, most of them I know are the elderly.......it makes me do the work that Walmart should be paying someone else to do........and I discovered early this week that I don't know how to use them. Went to Walmart after work during the rush from 4 to 5 pm. Grab my 5 lb bag of potatoes and rolls. There are 4 checkouts open and all of them have a line, so I decide to try the self-checkout. Scan the rolls with no problem, the potatoes are another matter. After about 3 times of trying to get them to "beep", I threw them in the bag and left. I did suspect they did not scan and when I got home to my reading glasses to view the receipt, I was correct. I now owe Walmart for the potatoes. How do they afford this day after day?
I use them VERY rarely, usually only if I'm in a hurry, only have an item or two and the lines are long, for the reasons Dhiana gives above. My husband prefers them. Go figure.
I DO use the auto checkout at the library because even the librarians encourage it. (?) There are usually 2 of them standing at their desks, but they direct you to the scanners anyway. What do they do then? I like talking to them, too, and miss out on that interaction.
Here in WA we also pump our own gas. (If you can find one, there are a few stations who will still pump for you, but it costs more). There's an entry level job gone too. I even worked at a gas station when I was a kid!
iris lilies
9-24-15, 2:26pm
Going to the grocery store each week is a big ritual for DH and he has his favorite checker. She and he chat about gardening while she checks out. She is fast and can check out and talk at the same time. I've given her black iris and magic lilies. We've known her for years. She's retiring in a few months and DH
now has her phone number. We'll be calling her about plant shows and sales.
I have used the automated machines, but seldom use them because we have too much stuff.
Hmm, the email I sent to the library was answered and I was asked to submit my questions, I did this Wednesday this week and have had no reply, here's my message
Hi Linnea
I am researching automated checkout at the Worcester Public Library (WPL). I am an infrequent user of this branch and was surprised to see this change in service. I came over one lunch hour and tried to checkout a DVD and had a difficult time understanding what to do. I ended up having to leave as the time went by faster than I could sort out what to do.
Can you tell me how the decision was reached to install the automated checkout for books, CDs and DVDs?
What was the cost of installation? When were they installed?
What is the response from the end user? How do you measure customer satisfaction? Have there been any complaints by users?
How does this affect staffing at the WPL?
I’d be glad to have a person to person discussion if that is easier for you. I work in the downtown area and could stop in some afternoon around 4 p.m.
I appreciate your response and willingness to answer my questions.
Sincerely,
No reply yet, do you think I will get a response? I plan to call in if no word by Tuesday, or walk in and ask for Linnea.
ToomuchStuff
9-25-15, 10:33pm
One of the most interesting self-service checkouts new in my area are Videos. We have Red Box units installed at a local supermarket and a convenience store. I have never used it as I go to the library for DVD loan. But, these Red Box units, are there anymore Video rental stores? Wasn't Blockbuster a big chain at one time? How quickly things change.
After Redbox came in, I went to Blockbuster, while it was still here. I was looking for something, and personally think BB missed a target audience when RB came into town. I went in, looking for OLD movies, where Redbox only carries new releases.
Took me a LONG time to try Redbox, and I have only used it the once. I rented a movie I wanted to see (Unbroken) and the disc was broke. So I still haven't seen it, and had to contact them via Email to get it credited, so then they proceeded for the next week to spam me to try to get me to "sign up for coupons" (authorization to spam and sell your email address).
Haven't used them again, and still haven't seen that movie. (may just go out and find the book)
Miss Cellane
9-25-15, 11:48pm
I use them VERY rarely, usually only if I'm in a hurry, only have an item or two and the lines are long, for the reasons Dhiana gives above. My husband prefers them. Go figure.
I DO use the auto checkout at the library because even the librarians encourage it. (?) There are usually 2 of them standing at their desks, but they direct you to the scanners anyway. What do they do then? I like talking to them, too, and miss out on that interaction.
Here in WA we also pump our own gas. (If you can find one, there are a few stations who will still pump for you, but it costs more). There's an entry level job gone too. I even worked at a gas station when I was a kid!
I know this is off-topic, but the library aides (the people at the desk might be librarians or library aides) have other tasks then just checking out books. They check stuff back in, they repair damaged books, they help patrons with the various databases and computers in the library (which means they have to know how to use them all), they process new books and periodicals (enter into catalog, apply call number label, stamp book with library name, apply bar code, etc.), schedule patrons for computer time, answer all sorts of questions, shelve books, help patrons find books and other materials, help plan and prepare for library programs, instruct patrons on how to find books, use the computers, etc., process interlibrary loans coming and going, and anything else that needs doing in the library.
The self-check frees up staff to do a lot of behind-the-scenes work and offer more assistance to the people using the library.
ApatheticNoMore
10-22-15, 2:05pm
A grocery store chain here that tried to do entirely automated check out (and it worked fairly well as far as automated check out goes, it didn't get confused about bags) is closing all their stores and filing for bankruptcy I guess. The store was called "Fresh and Easy" owned by the British retail giant Tesco. Just as well. And I'm glad the automated check out is going away as well.
And it was pretty awful, they may market themselves as fresh organic food, but their prepared food always had 10 million weird ingredients and they didn't have a very large selection of unprepared food. So no ... not really, not really fresh, not really natural etc.. It is possibly that Aldi or another chain might buy out some of the stores. I've never been in an Aldi as they weren't previously on the west coast, I imagine it would be an improvement.
Those self checkouts are a NIGHTMARE and I refuse to use them!!!!
I tried. I really, really tried.
I used to cashier at a walmart-like chain store and had to type in the 11-digit inventory on every single item plus the price minus discounts, etc, and that was much, much faster than these slow, slow, slow self-checkouts.
They just plain don't work. Each step takes For. Ev. Er!
There was always a problem and I just end up yelling at the stupid machine!!
"Please place the item in the bag."
"It's in the bag."
"Please place the item in the bag."
"It's in the bag."
"Please place the item in the bag."
"It's still in the bag."
"Please place the item in the bag."
"I've done that already!"
"Please place the item in the bag."
"It's already in the bag!"
"Please place the item in the bag."
"*#&@(!!!!!
Of course there is no one around who is supposed to help with these kinds of problems
or they are busy with everyone else who is also having problems.
Those "quick" self checkouts are much much slower than the me standing in line and having a cashier do the work.
ITA !!!
HATE HATE HATE the grocery and pharmacy self check outs!
I check out my own library books. The librarians perfer it - they would rather help people find things they are looking for or recommend certain materials. I talk with a librarian every time I go to the library - around 3 times a week.
I have become accustomed to self serve gas. I liked the day of full serve with water check and windshield wash but that was decades ago (shows how old I am).
I'm happy not to have to tip anyone when buying gas, so I'm fine with the self-serve. Plus, I can get it done as fast as possible without having to talk to anyone.
I had to go to Walmart yesterday for a few things and I think everyone and their grandmother was in the store for some reason. Due to the check-out lines, I decided I would just go to one of the self-checkout machines and *they* were all full. *sigh* So I just stood in the single, so-called express line and finally was able to get the heck out of the store.
Gardenarian
10-25-15, 5:32pm
In Oregon, there are no self-serve gas stations. It was made into a law when many jobs were lost from the timber industry.
None of the stores I shop at have self-check out.
I do know that the library self-check machines are quite expensive ($30,000 each when I last checked, several years ago. That was without RFID technology.) I was very much against installing them in our library - and we chose not to.
My public library now has self-check, and it's easy for me, but I see many patrons struggling with it. They only staff the check-out desk with one person, so if you don't do it yourself, there is a long wait.
One of the things I do as a volunteer at that library is teach people how to use the self-check.
I hate them. If I wanted to wait on myself, I'd just stay home. Also, there are FOUR express checkouts at my local Walmart and there's NEVER anyone manning them.
I refuse to use the self-checkouts because there are 8 of them in my store, so that's 8 checkers who are now out of a job.
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