Queensland newsagents tell me they are frustrated with several Tatts related issues today.
- The roll out of new machines has been haphazard with some out lets left without hardware due to insufficient replacement equipment available to maintain service.
- Communication around the software changes has been poor leaving some finding out about changes once they have been made.
- Some self check scanners have been inoperable for months.
- Frustration at the introduction of the a game and the apparent loss of preset entries.
The frustration is peaking today as Saturday is a big day for lottery sales and tatts is essentially closed on a Saturday.
Some people at Tatts will be angry that I have written this. They will complain I am picking on. I did not manage the equipment roll out, the software change, the introduction of the new game nor the communication around any of these.
Tatts people while you are reading this please do another upgrade and put monday on a seperate button, before monday that would be great . Push the wed/mon button and it is so muddled together with combos it is a complete waste of time even going to the screen we found that we just went manual screen all day which slows everything down ….not impressed !
No real issues for me, not perfect but down the list of things I’d like to see improved in the channel overall
Oh except the new pricing sheet we display to the public is a bit rude, all high priced games
Yep, the price sheet is as dodgy as hell.
The staff member who works with me today has added all of the lesser prices to it which has made it alot easier for both us and customers.
One customer actually commented that he was going to make a complaint to both Fair Trading and the ACCC as he believed the way Tatts have set out the new price sheet is contrary to certain criteria !
It’s been pretty poorly handled from a PR point of view as you would think that they want to enthuse customers and get them wanting to try out the new game rather than wandering away thinking that Tatts is treating them as idiots and trying to rip them off which is how a couple said they felt.
shauns,
I assume Monday has been grouped with Wednesday because this Tatts are trying to get some uniformity amongst the eastern states. NSW has always had Monday and Wednesday grouped together because they are just different draws of the same game.
Having said that the way in which the Monday/Wednesday “home” screen is configured could certainly be improved.
We have dymoed the smaller quickpick prices at the bottom and that has improved the demeanor of a lot of customers. Tatts are treating us and customers like idiots. The price sheet should be just that. A list of all available prices not just the higher ones. try to upsell but not like this!
Interesting that there isn’t a full price sheet in QLD. We certainly have one here in NSW.
For all their demands on newsagents about corporate image you think they’d get the customer pitch right in their collateral.
Mark you are right but the problem is they do not look at these problems through their customers eyes or from an agents perspective. The marketing people need to get out of the backroom and into the marketplace and listen.
Stupidly we cannot even sell a regular quickpick for Wed any more without having to go thru the manual selection process and press 7 buttons to get it! how friggin ludicrous is that! These programming idiots that sit in on their butts and clearly dont get out to see or even ask what works best.
We have to hope that someone will read this feedback and act in the interests of customer service.
What – Tatts admit they have done something wrong!!