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| CaNsA |
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CaNsA
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MinhDinh
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 Posted: 11:09 - 31 May 2011  Post subject: |
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I didn't want to reply and 'go' against Cansa, but it happens quite a bit in London, and at first yeah it was like why? But you know what, it's a few seconds extra work, and doesn't bother me at all now.
Any chance to do a loriel hair shake. 
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stutterin' sam
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dogbot
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CaNsA
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CaNsA
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| Posted: 12:40 - 01 Jun 2011 Post subject: |
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How does this read?
| Quote: | Dear Sir/Madam
On the 28 May 2011, I rolled upto the petrol pump on my motorbike to purchase some fuel from the Litherland store, L21 8NZ.
I waited my turn in the queue, approached the pump and inserted my card. I then entered my PIN number, waited for it to be accepted and lifted the nozzle.
I looked at the display on the pump and it showed "Transaction cancelled". A rather stern voice boomed over the tannoy "Pump 12 please remove your helmet".
I removed my helmet and entered the kiosk. I asked why i had to remove my helmet when I was paying by card at the pump. The rather arrogant member of staff said "You have to be 25 to buy fuel, I need to verify your age"
I replied, knowing what i was saying was incorrect, with "I thought the legal age to by fuel is 18"
The member of staff said "No, its 16"
I also asked the member of staff to point out any signs stating "helmets must be removed for age verification"
I was told there were none.
I can understand the need to remove a helmet when entering the kiosk to pay, but there is no reason for a motorcyclist to remove their helmet when using the Pay @ Pump facility.
If it is an age verification reason, then a member of staff should come out and ask to see my driving licence that i have held for over 13 years. If that is not an acceptable suggestion, then how about training your staff to realise that all the cards accepted by the Pay @ pump system are only available to over 17 year olds. Meaning that it is legal for that person to purchase fuel.
If the reason is to capture peoples faces on the CCTV to help with "drive-offs", how would i drive off with out paying when my card details have already been entered and recorded.
I have attended several Tesco petrol stations without recieving this kind of discrimination.
I feel that I am being penalised for riding a motorcycle, and that there is no point in me using the pay at pump facility if it isnt going to save me any time. Surely the actions of your staff contradict what Tesco states about the facility:-
"Did you know that you can save between 2 and 4 minutes on average if you switch to PayatPump?! "
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| pinkyfloyd |
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pinkyfloyd
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Posted: 12:44 - 01 Jun 2011  Post subject: |
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Thats a lot politer than I would have put down. I didnt think you could be that nice Cansa. 
Send it away and see what they say. They'll probably rant about company policy etc. Then you can just write back asking to see the notices they clearly display insisting that bikers remove lids. Watch them tie themselves in knots over that one because I've never seen one over here on the mainland.
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illuminateTHEmind wrote: I am just more evolved than most of you guys... this allows me to pick of things quickly which would have normally taken the common man years to master
Hockeystorm65:.well there are childish arguments...there are very childish arguments.....there are really stupid childish arguments and now there are......Pinkfloyd arguments!
Teflon-Mike:I think I agree with just about all Pinky has said. |
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| CaNsA |
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CaNsA
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Posted: 12:46 - 01 Jun 2011  Post subject: |
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go fuk yourself pinky......
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| Ingah |
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Ingah
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| Posted: 13:06 - 01 Jun 2011 Post subject: |
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| CaNsA wrote: | How does this read?
| Quote: | Dear Sir/Madam
On the 28 May 2011, I rolled upto the petrol pump on my large [i'm thinking it might be smart to make it clear you weren't riding a ped] motorbike to purchase some fuel from the Litherland store, L21 8NZ.
"Rolled up?" Helps reinforce the negative biker stereotype. Probably not a good thing in this type of letter to be honest.
I waited my turn in the queue, approached the pump and inserted my card. I then entered my PIN number, waited for it to be accepted and lifted the nozzle.
Might be worthwhile pointing out your PIN was accepted without a hitch as the level of attention/intelligence paid to this sort of letter by the departments dealing with it is usually low.
I looked at the display on the pump and it showed "Transaction cancelled". A rather stern voice shouted over the tannoy "Pump 12 please remove your helmet".
I removed my helmet and entered the kiosk. I asked why i had to remove my helmet when I was paying by card at the pump. The member of staff said "You have to be 25 to buy fuel, I need to verify your age". They also displayed poor attitude with the use of an arrogant tone. I think that's more suitable wording?
I replied, knowing what i was saying was incorrect, with "I thought the legal age to by fuel is 18" That outright doesn't make sense to me - why would you intentionally say something that was wrong. If you're trying to say you were being sarcastic, i wouldn't suggest you should tell them that.
The member of staff said "No, its 16"
Perhaps those 2 sentences could be better said with: "I asked the member of staff and it was clear they knew the minimum legal age to buy petrol was 16 years of age" OWTTE
I asked the member of staff to point out any signs stating "helmets must be removed for age verification"
I was told there were none.
I can understand the need why it is Tesco policy for motorcyclists to remove a helmet when entering the kiosk to pay, but there is no reason for a motorcyclist to remove their helmet when using the Pay @ Pump facility.
I also noted other members of the public that were clearly in the age range of 17-25, as i have to Tesco filling stations on many occassions. Not one of these people had their ID checked, making a mockery of the "Think 25" policy that the staff member claimed to be abiding by.
If this actually was an age verification reason rather than a member of staff enjoying shouting at your customers over the tannoy (ok ok this bit is optional ), then a member of staff should come out and ask to see my driving licence that i have held for over 13 years. If that is not an acceptable suggestion, then how about i would like to suggest further training for your staff to make them aware that all the cards accepted by the Pay @ pump system are only available to customers over 16 years of age. Meaning that it is legal for that person to purchase fuel. I would suggest that this is a reasonable and logical deduction and not at all odds with Tesco's attempt to appear as a "responsible retailer". However, i am of the belief incidences like that i have just described only serve to do harm to your brand reputation, and annoy your customers going about their daily business.
If the reason is to capture peoples faces on the CCTV to help with "drive-offs", how would i drive off with out paying when my card details have already been entered and recorded. Indeed, in light of the fact that this station will dispense fuel without providing any card details simply by selecting the "kiosk" option, i cannot see why your member of staff felt this was necessary as i do not even appear fit the profile for the "typical" bilker - if such a thing exists. [On second thoughts you can probably cut this paragraph and save it for the inevitable response, as it's making the complaint too long imo].
I have attended several Tesco petrol stations without recieving this kind of discrimination in the past, and i'm disappointed to have received it on this occasion. There is no safe, petrol-free surfaces provided by Tesco on which to place my protective helmet, so being asked to remove it when not necessary is particularly [irksome?]
I feel that I am being penalised for riding a motorcycle, and that there is no point in me using the pay at pump facility if it isnt going to save me any time. Surely the actions of your staff contradict what Tesco states about the facility:-
"Did you know that you can save between 2 and 4 minutes on average if you switch to PayatPump?! "
Yours faithfully,
Mr IHateTesco.
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Whatdayathink?  (and please don't tell me it's crap as i just realised that took me ages!)
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| Marmalade |
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Marmalade
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| Posted: 14:01 - 01 Jun 2011 Post subject: |
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Sounds good, definitely remove the 'i rolled up' bit, made me cringe when i read that
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| CaNsA |
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CaNsA
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| Posted: 16:37 - 01 Jun 2011 Post subject: |
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| Quote: | Dear Sir/Madam
On the 28 May 2011, I entered the petrol station forecourt on my large motorbike to purchase some fuel from the Litherland store, L21 8NZ.
I waited my turn in the queue, approached the pump and inserted my card. I then entered my PIN number, waited for it to be accepted and lifted the nozzle.
I looked at the display on the pump and it showed "Transaction cancelled". A rather stern voice shouted over the tannoy "Pump 12 please remove your helmet".
I removed my helmet and entered the kiosk. I asked why i had to remove my helmet when I was paying by card at the pump. The member of staff said "You have to be 25 to buy fuel, I need to verify your age". They also displayed poor attitude with the use of an arrogant tone.
I asked the member of staff and it was clear they knew the minimum legal age to buy petrol was 16 years of age"
I asked the member of staff to point out any signs stating "helmets must be removed for age verification"
I was told there were none.
I can understand the need why it is Tesco policy for motorcyclists to remove a helmet when entering the kiosk to pay, but there is no reason for a motorcyclist to remove their helmet when using the Pay @ Pump facility.
I also noted other members of the public that were clearly in the age range of 17-25 and not one of these people had their ID checked, making a mockery of the "Think 25" policy that the staff member claimed to be abiding by.
If this actually was an age verification reason, then a member of staff should come out and ask to see my driving licence that I have held for over 13 years. If that is not an acceptable suggestion, then would like to suggest further training for your staff to make them aware that all the cards accepted by the Pay @ pump system are only available to customers over 16 years of age.[/b] Meaning that it is legal for that person to purchase fuel. I would suggest that this is a reasonable and logical deduction and not at all odds with Tesco's attempt to appear as a "responsible retailer". However, I am of the belief incidences like that I have just described only serve to do harm to your brand reputation, and annoy your customers going about their daily business.
If the reason is to capture peoples faces on the CCTV to help with "drive-offs", how would i drive off with out paying when my card details have already been entered and recorded. Indeed, in light of the fact that this station will dispense fuel without providing any card details simply by selecting the "kiosk" option, I cannot see why your member of staff felt this was necessary to try an humiliate me infront of several people.
I have attended several Tesco petrol stations without receiving this kind of discrimination in the past, and i'm disappointed to have received it on this occasion. There are no safe, petrol-free surfaces provided by Tesco on which to place my protective helmet, so being asked to remove it when not necessary is particularly irksome.
I feel that I am being penalised for riding a motorcycle, and that there is no point in me using the pay at pump facility if it isn't going to save me any time. Surely the actions of your staff contradict what Tesco states about the facility:-
"Did you know that you can save between 2 and 4 minutes on average if you switch to PayatPump?! "
Yours faithfully,
Mr Annoyed Motorcyclist
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Edited to include Ingah's 2pence. |
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| Ingah |
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Ingah
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Joined: 10 Apr 2009
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| Posted: 16:50 - 01 Jun 2011 Post subject: |
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| CaNsA wrote: | | Quote: | Dear Sir/Madam
On the 28 May 2011, I entered the petrol station forecourt on my large motorbike to purchase some fuel from the Litherland store, L21 8NZ.
I waited my turn in the queue, approached the pump and inserted my card. I then entered my PIN number, waited for it to be accepted and lifted the nozzle.
I looked at the display on the pump and it showed "Transaction cancelled". A rather stern voice shouted over the tannoy "Pump 12 please remove your helmet".
I removed my helmet and entered the kiosk. I asked why i had to remove my helmet when I was paying by card at the pump. The member of staff said "You have to be 25 to buy fuel, I need to verify your age". They also displayed poor attitude with the use of an arrogant tone.
I asked the member of staff and it was clear they knew the minimum legal age to buy petrol was 16 years of age.
I asked the member of staff to point out any signs stating "helmets must be removed for age verification".
I was told there were none.
I can understand the need why it is Tesco policy for motorcyclists to remove a helmet when entering the kiosk to pay, but there is no reason for a motorcyclist to remove their helmet when using the Pay @ Pump facility.
I also noted other members of the public that were clearly in the age range of 17-25 and not one of these people had their ID checked, making a mockery of the "Think 25" policy that the staff member claimed to be abiding by.
If this actually was an age verification reason, then a member of staff should come out and ask to see my driving licence that I have held for over 13 years. If that is not an acceptable suggestion, then i would like to suggest further training for your staff to make them aware that all the cards accepted by the Pay @ pump system are only available to customers over 16 years of age.[/b] Meaning that it is legal for that person to purchase fuel. I would suggest that this is a reasonable and logical deduction and not at all odds with Tesco's attempt to appear as a "responsible retailer". However, I am of the belief incidences like that I have just described only serve to do harm to your brand reputation, and annoy your customers going about their daily business.
If the reason is to capture people's faces on the CCTV to help with "drive-offs", how would i drive off with out paying when my card details have already been entered and recorded? Indeed, in light of the fact that this station will dispense fuel without providing any card details simply by selecting the "kiosk" option, I cannot see why your member of staff felt this was necessary to try and humiliate me infront of several people.
I have attended several Tesco petrol stations without receiving this kind of discrimination in the past, and i'm disappointed to have received it on this occasion. There are no safe, petrol-free surfaces provided by Tesco on which to place my protective helmet, so being asked to remove it when not necessary is particularly irksome.
I feel that I am being penalised for riding a motorcycle, and that there is no point in me using the pay at pump facility if it isn't going to save me any time. Surely the actions of your staff contradict what Tesco states about the facility:-
"Did you know that you can save between 2 and 4 minutes on average if you switch to PayatPump?! "
Yours faithfully,
Mr Annoyed Motorcyclist
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Edited to include Ingah's 2pence. |
Have just gone through it again and corrected (my  ) grammatical errors
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pinkyfloyd
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| CaNsA |
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CaNsA
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| Posted: 12:44 - 02 Jun 2011 Post subject: |
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Mr. Tesco phoned me up today, well... one of his minions phoned.
| Quote: | Mr. Tesco - "Mr. Awesome Biker (he actually used my real surname), I would like to apologise for the recent incident that occurred at our Litherland petrol station"
Me - "What exactly are you apologising for?"
Mr. Tesco - "Ummm, that you had to remove you helmet"
Me - "Can you please reply to my email with a response to each point made"
Mr. Tesco - "Yes"
Me - "When can I expect that email?"
Mr. Tesco - "This afternoon"
Me - "thanks, bye." |
Got a reply to my email a few mins ago.
| Quote: | Dear Mr Awesome Biker,
Thank you for taking the time to speak with me recently and I appreciated it very much.
Further to this, I'm really sorry you feel that by asking motorcyclists to remove their helmets, they are being made to be figures of suspicion and that this is unfair as customers that wear a Burka or other dress that covers their face aren't asked to remove this. I can see your point of view, as if the reason to ask for helmets to be removed is security, and then surely the same applies regardless of the item used to cover the face. However, please let me reassure you that we're not trying to implicate suspicion on motorcyclists, rather as the Burka is worn as part of religious dress, so being a sensitive subject, in most cases we're not obliged to ask them to change or remove any part of this dress.
After investigating this, it seems that the sad reality is that some of our stores have suffered a number of robberies involving people wearing helmets and we are a large target. Stores that have a high security rating will ask customers to remove their helmets. It should be politely requested and is down to the direction of the store. This is why it may vary from location to location.
However, upon further investigation with my Business Support Team, I have been advised that there is no need to remove helmets to use ‘PayatPump’ and I’m sorry for giving you the incorrect information on our telephone call. Please note that our fuel and kiosk buying managers are serious bikers, so this is in no way an anti-motorbike campaign.
In regards to the think 25 policy, all products that have a minimum age requirement of 18 could result in the customer being asked for proof of identification if you are lucky enough to look under 25. Please find a list of the products that are in accordance with this policy:
Alcoholic Drinks - 18
Fireworks - 18
Gas lighter refills - 18
Knives (all knives, plastic knives, oyster knives etc) - 18
Other solvents - 18 (if possible abuse is suspected)
Tobacco Products (including cigarette papers)- 18
Videos/DVD's/CD's/PC/Games - 12, 15, 18, (according to the classification).
At the moment this issue is under great debate, as there are a number of people with good arguments both for and against the matter. However, please let me reassure you that currently we ask for helmets to be removed simply for security reasons and this approach is taken in line with other retailers. As a business, we hope customers won't take any offence as absolutely none is intended and we are grateful to our customers for observing the notice.
Even so, as a large retailer we find customer feedback incredibly valuable and as such I’ve passed on your comments and concerns to our Head Office who will discuss these points internally at their next review meeting.
Thank you for contacting me and once again, please accept my apologies.
If you have any further queries please do not hesitate to contact me at customer.service@tesco.co.uk
Kind Regards
Mr. Tesco
Customer Service Manager
Tesco Customer Service
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| Chalky. |
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Chalky.
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| Posted: 12:51 - 02 Jun 2011 Post subject: |
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Normally it's standard issue to get vouchers, I recently got a £25 and a £30 for minute things!
Push them, say you're a long time Tesco user and may never shop again.  |
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| CaNsA |
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CaNsA
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| Poseidon |
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Poseidon
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Joined: 15 Aug 2008
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| Posted: 13:00 - 02 Jun 2011 Post subject: |
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| CaNsA wrote: | | Tesco man wrote: |
However, upon further investigation with my Business Support Team, I have been advised that there is no need to remove helmets to use ‘PayatPump’ and I’m sorry for giving you the incorrect information on our telephone call. Please note that our fuel and kiosk buying managers are serious bikers, so this is in no way an anti-motorbike campaign.
In regards to the think 25 policy, all products that have a minimum age requirement of 18 could result in the customer being asked for proof of identification if you are lucky enough to look under 25. Please find a list of the products that are in accordance with this policy:
Alcoholic Drinks - 18
Fireworks - 18
Gas lighter refills - 18
Knives (all knives, plastic knives, oyster knives etc) - 18
Other solvents - 18 (if possible abuse is suspected)
Tobacco Products (including cigarette papers)- 18
Videos/DVD's/CD's/PC/Games - 12, 15, 18, (according to the classification).
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What shall I reply with then people? |
I would just send them a simple thank-you for their response and clarification. They could've just fobbed you off with a generic pro-forma "we're sorry you had a bad experience, we'll look into it", but instead someone phoned you and then wrote a personal e-mail to you. Can't really ask for more than that (well, a tesco voucher for £50 would be nice, but a somewhat optimistic expectation).
Basically, the bits I've highlighted show that
a) You do not have to remove your helmet if you pay@pump
b) Petrol is not under the challenge (not think  ) 25.
Print the letter out and if you use pay@pump again and get asked to remove your helmet, walk in there and staple the f'kin thing to her forehead!
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Chalky.
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CaNsA
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Poseidon
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c-m
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| Posted: 13:11 - 02 Jun 2011 Post subject: |
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I tried to fill up at my local tesco last week. I've been there loads of times and even paid in store with my lid.
The other day I go to fill up and look over to the kiosk as nothing is coming out of the pump. the woman tell me to take off my helmet. Why they have ANPR what's the problem.
In disgust i just left the pump hanging there and rode off. Filled up at a local Jet garage with no problems at all.
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CaNsA
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Old Thread Alert!
The last post was made 14 years, 1 day ago. Instead of replying here, would creating a new thread be more useful? |
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