Probably I am putting too high expectation on the performance of kiosk machine. At first, I felt excited and lucky when I found no one queueing in front of the machine. Then, my 1st user experience still not bad and payment through credit card was smooth. However, the upcoming waiting experience had spoilt the entire feeling.
- The machine is asking user to take table no and the staff will send the food when the food is ready.
-- 10 minutes passed--
- My number displayed on collection screen. Although the collection screen shown that the food was ready, in reality the food is not and wait for the staff to shout for collection. =..="
-- Another 10 minutes passed --
- Then I proceeded to front counter and checked for the status, then only being told that the Ayam Goreng Original not available.
"Gosh!!! Why not telling at the beginning?!"
- Then, the staff asked me to change to spicy ayam goreng which I am not interest. Hence, I asked for refund. BUT... as I ordering through the kiosk machine it can only refund after 14 days... WTF!
- So, I replaced with Mc Chicken set!!
I feel speechless... And I saw the staff were busying collecting and manually checking the order from mobile, kiosk, counter and drive through.
Highly suggest the management can try on the entire system themselves and improvement the entire flow not just the ordering system.
