Running On Empty Upstairs
I work for a truck repair shop. We are right next to the Autobahn, and my boss made a deal with a gas station chain to build an automated gas station (where you can pay around the clock with your debit/credit/customer card) on our company property. Technically, we are not responsible for it. However, since we’re right there, customers usually come into our office with any questions/issues/etc. We usually help out if it’s small stuff, but for the big things, we have to direct them to [Gas Station Chain].
I am usually up and down a couple of times a day to “fix” the issue of the customer not pausing to read the instructions about how to pump gas.
One day, a man in his mid-sixties comes into the office, asking how the gas station works. I know from experience that simply explaining the steps doesn’t work in 80% of the cases, so I take him outside to the pumps.
Me: “Okay, first you have to put in your card, or hold it up against the contactless reader.”
The customer apparently didn’t expect to have to pay for his gas because he had to unlock his car, find his wallet, and then find his debit card inside the wallet. He then proceeds to wave the card really quickly back and forth in front of the contactless reader, not pausing long enough to give the reader a chance to actually read the information on it.
Me: “You just have to hold it in front of the reader and not move it.”
The customer does the same thing as before; it’s like he’s playing a game of keep-away with the card reader.
Me: “Ooookay, it seems like that function is broken. Please insert your card instead.”
The customer does so, after I show him which way the magnetic stripe is supposed to go, despite the image next to the slot that shows you how to insert the card.
The display prompts him to enter his PIN. I tell him this and turn away so he can enter his PIN unobserved. I chance a glance over my shoulder when I don’t hear the card reader release the card after a good long while.
The customer is searching through his wallet for the scrap of paper where he wrote down the PIN.
I hear the card reader releases the card as the transaction automatically cancels if you take too long. Of course, that’s the moment the customer finds his PIN and starts entering it, while muttering it to himself as he reads it from his scrap of paper.
Me: “Sorry, but the transaction cancels if it takes too long between reading the card and entering the PIN. Looks like we’ll have to try that again.”
The customer nods agreeably and takes his card out, only to wave it around madly in front of the contactless reader again. At this point, I’ve had about enough of this guy, who had apparently never paid anywhere via debit card and couldn’t be bothered to look at the pictures showing him how to do it.
Me: “Here, let me try!”
I grab the card, hold it still for the two seconds it takes the reader to get the data, and then enter his very insecure PIN (it was equivalent to using 0000), which I couldn’t help but overhear when he read it out aloud.
I quickly enter the pump number and, having a feeling about this guy, ask him if he needs diesel or gasoline, and confirm his answer on the sticker inside his gas tank lid before I stick the nozzle in myself. I wait until his tank is full and put the nozzle back.
Me: “Do you need a receipt?”
Customer: “Oh no. And thank you for your help, young lady. You were so helpful! Excellent service at this place! Couldn’t ask for better!”
He drives off with a jolly wave, leaving me to wonder if I can demand compensation from [Gas Station Company] for having to deal with this kind of s*** every single day.
