Self Checkouts

[sinkinswimmer]

After reading this article (http://articles.moneycentral.msn.com/SmartSpending/ConsumerActionGuide/WhereHasAllTheHelpGone.aspx) on MSN, I thought I would start a debate on the topic of self checkouts that you can find in most grocery stores.

Personally I'm against the idea of telling a customer that it's a good to ring themselves up when it's time to pay. There are a few things with this issue that really get to me, so I'll address them one at a time.

First, I have many years of retail experience. I've run a cash register numerous times without any errors, and I'm happy to be rid of the responsibility. So you might imagine that I'm a little irked when I'm waiting in the express line (if the store still has them) and someone invites me to use the self checkout kiosk.

Secondly, I've only tried them out a small handful of times, and during every single transaction, employee assistance was required to complete the transaction. If that's the case, why not just have a cashier ring me up and save me the trouble? The convenience factor, which I already find hard to believe, is quickly lost when someone has to come provide some sort of assistance so I can progress.

Another item I have a problem with, is that in the long run, those machines will save the company money. But does that translate into a discount for having to do the cashier's job myself when I use the machine? No. It should.

And the last issue I have with this new innovation in customer service (which is self-service in this case), is that some places completely remove their express lanes in favor of the self checkout kiosks. That translates into forcing me to wait in line with the people who have carts packed to the brim, or using a machine that I can't stand. Fortunately I'm generally a patient person in the grocery store, so it's no sweat off my brow to wait an extra 10 minutes to check out and go.

In short, self checkouts: good idea or bad idea? Discuss.

[zen]

Well I've seen these and I think it's fine, because in the places where they have them are very secure. Like wal-mart I used the self checkout and when you get to the door, you still have to show a receipt at the door and such. It's a very good thing and is convenient I don't see a problem.

[Manchester Black]

I like them. They're quick for me and I can bag everthing myself and ring things out at my own speed instead of having to wait for the slow cashier (they're always slow for me). As for getting a discount for doing the cashier's job? That's not really how the store sees it. You're not HAVING to do the cashier's job, you're GETTING to ring things out at your own pace if you don't want someone else to do it. It's meant to be an assistance to customers, not a job.

[Miyagi Rikku]

There are no problems with Self-checkouts. People go use the Self-checkouts because they do not want to be served by anyone else but themselves. If they do want some excellent customer service then they would go to the cashiers lane themselves. It is that simple.

[Akiha]

I don't mind self-checkout myself, though I do prefer to have a cashier.

Having a previous job where I was almost always forced to take the job of the self-checkout employee, many people has problems either with the machines or some other problem, and constant help was needed. The whole thing, in my opinion wasted time.

And about saving money: It probably also means firing cashiers, which, in turn would help the recession America's in. Also resulting in people buying less, and more firing.

[Guy]

I would prefer self-checkouts, although I wouldn't mind a cashier either.

It's just that there's more privacy when doing a self-checkout (I'm weird; I don't like people to know what I'm buying for some reason). Besides, there's no fear of arguing with a cashier or anything. It doesn't happen often, but it does happen.

Besides, for the company, it's better, isn't it? The employers won't have to worry about strikes; they won't have to offer health insurance; they won't have to listen to their whining.... they're just machines, and once they become defunct, toss them out. You can't do that to humans, though.

[sinkinswimmer]

But what do you say to those places like Fresh and Easy that only have self checkouts? In those situations, the only option left to the consumer is to not spend their money at that store.

It seems I'm the only one so far that seems to have any sort of major issue with using a self checkout kiosk. Maybe my issues just stem from the fact that I used to work in a retail grocery store that didn't have scanners for the longest time. Cashiers had to be really good at their job to ring every thing up correctly (and quickly). There was a huge emphasis placed on customer service being more valuable to patrons than self service. Perhaps I am just behind the times and self service is the new thing for today's society.

I know someone else out there has to disagree with the machines though, right? >_>

[Kurosaki Isshin]

I have worked for both Walmart and Krogers and both of there "self checkout" systems work just fine and we had never had a problem with them except the downtime for maintenance. Plus I can go thru a self checkout 4 times faster then going thru the regular line. The main reason for this is I don't have to wait for the dumb old woman that still uses checks. Heck there are Walmart stores that are all self checkouts, and they make more money then a regular Walmart because it removes human error. So I personally love self checkouts.

[Kibe]

The machines are okay, but if you're kinda slow... in those new areas i don't think that they'll suit you. I mean, they just arrived at my nearest Big W (Australian here) and i'm ust watching numerous old grannies and grand-dads just gruff at them and stalk past them...
I, however, like them, due to the fact that i don't have to order the lady behind the counter to put the dog food in another bag, not with the slug repellents.

[Manchester Black]

i'm ust watching numerous old grannies and grand-dads just gruff at them and stalk past them...

The elderly don't seem to do well with technology.

I think I've only had a few instances where I had to call someone over to deal with the self checkout not working. The Giant grocery store ones don't work as well as the Wal Mart ones.

[SolBeowulf19]

I've never really had much of a problem with them in the past. Come to think of it, every time I've used one it's been pretty smooth. I like it mostly for the fact that it takes out some of the interaction. I don't mean that in a bad way, but from a cashiers POV the less people one deals with in a day, the better, especially the less people who are just....shall we say less than courteous. But, all in all, I'd say their just like regular checkout lines. They have their good points and their bad ones...mainly in different areas.

[Kamina]

I seem to think the scanners suck, and it seems to always tell you there is an unexpected item in bagging area, etc. God do I hate those things. I refuse to use them and would rather wait 30 seconds longer to be checked out be a real human being. Damn America and their hurried lifestyle.

[sinkinswimmer]

Well, I don't have any problems with technology, considering that's how I earn my living. But I can certainly say that the chore of ringing yourself up has been well disguised by marketing as a convenience feature.

But you can't say those machines are better because they remove human error. Someone still has to operate the machine, it's just been changed from a store employee to the consumer through a user interface with restricted functionality (unless you have an employee override code). So I don't know how you can say taking a checkout stand and putting it directly into the consumers' responsibility removes human error. A cashier in a grocery store goes through training, and is better prepared to handle mistakes than a consumer trying to use a self checkout kiosk. If anything, it adds to human error.

It seems the majority of the people here don't seem to have any issues when using the machines, but that has not been my observation. I'm in the grocery store almost every day buying food for lunch or dinner, and the majority of the time, the self checkout lines are longer and move more slowly. I've seen this happen ever since more people started using them. Multiple kiosks have been locking up for assistance, but there's only been one store employee to every four self checkout kiosks. There becomes a queue procedure for resolving issues, which can certainly slow things down.

Also, is there no one here who has ever tried to buy alcohol at a self checkout kiosk? You ring up anything with alcohol and you immediately get placed "on hold" until the employee can check your ID and remove the lock.

[Nicole]

I don't mind self-checkouts. I think they can sometimes be a hassle though. What I dislike is when someone with tons of items use them, when they are for 20 or so items only, and the person doesn't know what they're doing.

If people can use them, I think they are a nice option. If people aren't down with the times, use the manual check outs. I think they can be a nice asset for places that are understaffed, like the WalMart we have in town, which gets REALLY long lines and only 5 out of 20 check out lanes open.

I personally wouldn't care either way if they were or were not implemented, since we rarely see them around here. :\

[Kamina]

^^ I think its quite the opposite. Its keeping places like Wal-Mart understaffed in a time where people need even the worst jobs (Wal-Mart is supposed to be a terrible workplace). I think they should get rid of self checkouts and implement people to help stimulate our economy. Its not very hard to shoplift an item or two in the self checkout either.

[bballstar23]

^^ I think its quite the opposite. Its keeping places like Wal-Mart understaffed in a time where people need even the worst jobs (Wal-Mart is supposed to be a terrible workplace). I think they should get rid of self checkouts and implement people to help stimulate our economy. Its not very hard to shoplift an item or two in the self checkout either.

Yeah, but I also think that's partially the reason why they have employees stationed nearby, but I can't help but think at times that it would just be better if they rang everything up themselves. Sometimes though, it's nice just to be able to do things yourself; as mentioned before, there are certain things that people can be embarrassed about purchasing, and it also makes things run a bit faster. Whenever my parents use it though, things only get complicated, and they slow everyone down. Another instance when I would prefer the self checkout is when a store has bad customer service. One time, I went to the grocery store, and was buying some items, and noticed the bagger look up at the clock. Next time I know, he was walking away saying, "It's break time, you bag it." I was stood there for a few seconds, somewhat shocked that he would just walk out on me in the middle of my transaction.

[Kamina]

Union job, what can you expect :)

I dont think the point is not wanting to go to a cashier. Its just when you buy something in a store, you shouldnt be allowed the responsibility of keeping track of the things you buy. Its a cashier's job to control and monitor what is bought, but I guess in huge corporations it doesnt really matter.

Usually there is only 1 person in charge of like 6 of the self checkouts. And whenever I buy something that requires you to be over 18 (certain OTC drugs, WD40 type lubricants, etc), im treated like a criminal drug user or something. If I go to the cashier they dont give you as hard a time, cause your not trying to "get away with it" or something stupid like that.