Non-functioning GTT automated machines deters efficient customer service

Last evening I went to pay my GTT bill via their automated paying machines in the Giftland Mall. I was informed by the teller at the kiosk on the bottom floor that the machine was out of order. He advised me to use the office upstairs. I proceeded upstairs and went to the machine there only to once again be intercepted by a staffer who told me the machines were also not working. She instructed me to join the line to pay my bill. This line had at least 10 customers in front of me.

For those who have joined these lines they would know how long and tedious these lines are since the tellers serves both customers paying bills as well as those buying phones. While a bill paying customer only takes a few minutes to pay his bill, the customer buying a phone takes over 15 minutes to conclude their transaction. So if there are three phone buying customers in the line in front of you then it takes almost an hour to conclude your transaction.

The introduction of the bill paying machines was very much appreciated since it allowed a customer to spend a few minutes at most to complete their transaction and be on their way. I enquired from the staffer how long the machines were out of order and her response was “quite a while”. This caught me by surprise because GTT is supposed to be a tech savvy company and a malfunctioning automated machine should be a simple problem to fix. They should really be making every effort to fix these machines since it is vital to efficient customer service. Here’s hoping the problem is quickly rectified.