I’m writing this only a few minutes of coming home from work so if it’s passionate or over dramatic, I’m sorry.
We got a new POS system recently. The tills that we only occasionally had trouble with BEFORE the new POS are now troubling us daily. There’s very little actual troubleshooting we can do in the store when it happens, so we have to call tech support to fix the problem, which usually means a remote restart.
However, if one particular till freezes and needs restarting, it means BOTH tills need to be restarted. Why they designed it like this, I will never know.
So it’s about 45 minutes to closing. We’re getting a steadier and steadier flow of customers. My coworker is set to shut down a till in a few minutes, but is till hopping while I run around and help customers and stock things. The next thing I know, there’s trouble - on that ONE till.
It’s completely frozen.
I instruct him to call the tech support and get it fixed while I work on the opposite side and ring through the very quickly growing line of customers. As I’m trying to do a refund/exchange on a product (tricky bastards swapped a more expensive item in a cheaper box, and yay, we’re actually OUT of the product we thought the customer had bought), MY TILL FREEZES.
At this point, there’s nothing we can do. Tech support is already on the line. The people in the store are lining up with more customers coming in, and we’re on the Titanic just having hit the iceberg. We’re going down, it’s in god’s hands now.
Everything in the store freezes. I can’t leave the till to stock because who knows when the computer will be up and running again. My coworker is on the phone and trying to direct people away from his till and it doesn’t matter, people still can’t see what isn’t plainly obvious to them until it’s pointed out to them.
Everyone bear with us, I yell to the crowd. We’ve got a major computer malfunction, no tills work, no we can’t even take cash. It’s going to be a few minutes and no, I’m sorry, I don’t know how long. Just please be patient, thank you.
The longest 5-10 minutes pass as remote help comes in the form of a ghostly moving mouse icon across my computer screen. I want to lock the door and prevent any more people coming in until we can work through the crowd we’ve got.
Eventually, my coworker’s till is up and running and I literally throw a 25lb bag of dog food over to the other side and get everyone over there to the working till. My till follows a couple of minutes later. Everyone who had been waiting got 10% off their purchases. We blow through the waiting line.
We locked the door 5 minutes early. And didn’t leave until 20 minutes after we should have after catching up on what we couldn’t do during the till nightmare from hell. We still didn’t finish everything.
I hate this new POS. Literally. P.O.S.
Ugh, I work at certain Grub Cat and that’s exactly how it’s been since the POS systems have arrived. It’s funny cos I coulda sworn they were supposed to make things easier and better..