Failure to start

[Winston]

I have just about had it with "failure to start" complaints. My store is always attended. The usual problem is that the customer says that they put in the full vend price of a frontloader, and the machine failed to start. Some of the coin mechs count down coins, others do not... it doesn't seem to make a difference. Today a lady said she had 3 frontloaders, two started, one did not. Now she wants my attendant to put $2.25 into the one that did not start. The attendant called me, and I spoke with the customer:
Me: How much money did you put into the washer.
Her: My husband put it in.
Me: Let me speak to him.
Me (to husb): How much money did you put into the washer.
Him: My wife put it in.
Me: She said you put it in.
Him: No, she put it in.
Me (to her): Was the door open or closed when you put the money in?
Her: It was open.
Me: Did the coins go in nice and easy.
Her: Yes. They just slid right in.
Me: That can't be. There is a blocking bar on the coin slot when the door is open.
Her: The door was actually closed.
Me: Then I want you to put the money in again. If the machine fails to start, I'll refund all your money. If it runs, then you were mistaken about putting the money in.
Her: You want me to pay twice??? I'm not doing it!!
Me: OK, then. I'll give it to you.
Her: I'm NEVER coming back here again!!!

This sort of thing seems to happen all the time. And the machines always worked before the "problem" and always work after the "problem". How do you handle this type of complaint?

[Anonymous]

Is your machine a Speequeen or Huebsch?

[CharlieS]

I give my attendants the discretion to start a machine (with coin from the register, never give them a key) in this situation. However, if its the same people, clearly abusing the process, I tell them that to tell the customer that they have to fill out a refund slip and that the manager will review the video tapes and send a refund. They get huffy, but they generally come back.


Charlie

[Ken]

I will check the machines,give refund one way or the others.
I feel it is ok to give some free wash but don't like to give cash back.
I asked customers write their name and phone #,address down on a "out of order" paper,most people will not lie to you next time.
If any system don't have audit or display,you will have this problem.
My Wascomat 30# and 50# had to push coin mech in twice,always problem until I change to Keltner.
I had some problem with some of my changers,some customers found out it is hard for me to audit the older American and Standard Ec changer since I don't audit the coin,it is pain to take all coin out for American changer hopper.So they lie to me said the changers didn't pay out enough quarters.I was mad so I set 2 of my changers one dollar only,someone told my attendat they put $10 in the $1 only changer again!I almost told the customer not to come back!I only keep Standard SC take $1,5,10,20 right now since I can audit them.I don't like to give cash refund.

[srhaz]

I agree with Charlie and Ken. It will be abused, but giving a free wash (that costs you pennies) to someone who is using other machines is worth the gamble. The attendants must have common sense to know who to give it to. I could have strangled my one attendant last week.
A customer filled a 50#er, two 35#ers and two 18#ers and told the attendant a 35 did not start. He said I don't think you put the money in, no refund. She is mad yelling loudly for the next 1/2 hour as she washes and drys. Customers are leaving because of her yelling. The attendant calls the police who wait for her to finish drying and escort her out. Right or wrong, the customer just spent a good $20 in my store -give her a free wash.

Oh yes, they are speed queens.

[pete f]

This is one of the more common problems, and you are right, it is generally the customer at fault. I have seen them put $1.75 in a $2.75 machine and complain it did not start. Tell them you need to ask a small series of questions to help them, and say you will certainly refund them any money lost... determine which machine ( count down style or not)
if count down (led) ask what the number says on the LED. If the number is high, a coin may have jamed. If low, I ask they put in another quarter to see if the number drops, assuring them I will reimburse that also. If it drops then I ask them to continue to put enough in the machine, and say I will count the coins in the box, if there are to many I will send a refund. By that time they are happy the machine starts, and admit they are not sure of how much they put in.
If the number was high, ask them to try 1 more quarter anyway. If the number does not change, you know you have a jam.

If this is a machine that does not count down the quarters put in, I simply do the same thing, asking they put in another quarter, but listen to see if they hear it drop.
also, on both cases I ask about the door and ask them to re-shut it again, making sure it is locked.
99% of the time time the machine will start.
I am unattended and walk people thru this on the phone every time. If I am near a store I will go over, but always test for a jam, and I have count the money box in front of them, so they can see if it is short.

[PeterH]

Wascomats with Set-o-Matic drops:
Me: "What does the coin drop display?"
Them: "It says OD."
Me: "Do you see the little sign on the washer next to the coin drop?"
Them: "Yeah..." (It says that if OD displays, your door is not closed and locked.)
Me: "Your door isn't closed all the way."
Them: "Yes it is."
Me: "Open and relock the door."
You then hear the door opening, closing and the telltale "thunk" of the lock kicking in and the snap of the timer moving and the water rushing into the machine.
Them: "OH!!! Thank you!"

[MichaelCa]

This happens almost every week, nearly always with Tops.

They leave notes. (unattended), or disproportionately to when i'm there (see Pete's rule about being there on busy days) they'll come up to me.
You can't help giving $ back sometimes - esp. if i'm not there.

It IS aggravating, b/c the 'problem' goes disappears, but if the person is not a repeat offender, i calculate it this way:

If i'm doing this 4 x/mo. x 1.50 x 1.5(type of machines) = $ 9.00, even more is worth giving away, even if only HALF the ppl are regulars dropping $ 30-40/month at my store.

------------------------------------------

Speaking of this topic, this happened to me last week:

Got note - same thing, i decided to write a detailed note back-explaining what happened & how she could avoid it, and refunded the cash.
Couple days later, got an apologetic note saying how they didn't want me to worry, and how they were sorry to have complained, liked the laundromat, and REFUNDED ME MY OWN CASH BACK. :-)

[ajay]

If it is happening with the same machine and with various customers and not with the same customer all the time, I would be more inclined to blame the machine. If this is one of older speed queen superloader, the problem was quite common on those. I never never, never (did I mention never) argue with the customer. You will lose the argument no matter how right you prove you are to the customer. Empower your employees to handle these situation immediately - give refunds right away - in this scenerio start the machine ragardless of the situation. A machine that runs for one turn at $2.75, your hard cost is close to $.50 if not lower. Knowing that, do you really want to prove the customer wrong? have your employees make note on who and what machine. I don't believe customers come to laundry to cheat. But we are humans and we do make mistakes. If you make people realize of their mistakes they will feel bad - no matter what.

I had a case, where the same customer always had the same problem and no one else with the same machine. I gave him refund both times and told him to not use that machine again and he won't be refunded again in the future.

In another instance, I gave customer the money and they gave it back to me after realizing they infact didn't put money in.

I had cases where my weekly customers tell me they put money in the machine last week and it didn't work and they wanted the refund. before they finish their sentence, they had their money - never no questions asked - blame it on the stupid machine - and joke about it - move on!!!

[MichaelCa]

Ditto, Ajay.
My favorite way to refund, is when good customers just casually mention that something ate their $ earlier in the week, but that it's cool they dont want any $ back, they like the laundry, and so i end up forcing it on them.

Thats happened a dozen times.