If you’re a big wig at McDonald’s, there is little doubt that you yourself have never experienced the infuriatingly poor service that a great many of the company’s restaurants are plagued with.
In fact, the constant inability or unwillingness of store manager to continue operating the shake machine has become a meme in and of itself, as customers tend to be able to actually enjoy a milkshake or ice cream treat from McDonald’s only on about every 5th visit. Things were so bad at one point that McDonald’s even vowed to replace their ice cream machines in order to keep customers happy.
Thousands of customers have been complaining on social media, saying that the machines are almost always broken when the craving for McFlurries or soft serve strikes. One person even created an appthat lets people know whether nearby McDonald’s have a functioning ice cream machine or not.
In some cases, the machines might not actually be broken — they could just be out of service for cleaning, according to The Wall Street Journal.
McDonald’s requires the machines to undergo a nightly cleaning cycle that can last four hours. During that time, they can’t serve ice cream. The replacement machines are meant to fix that problem. They have fewer parts and are easier to maintain.
But that doesn’t explain why customers are still complaining about the machines.
We asked McDonald’s about the ongoing complaints, and it turns out the machines still haven’t been replaced.
On top of the soft serve screw-ups, McDonald’s has long been plagued with horrific customer service thanks to their employee base of young men and women who have been forced to get jobs by their parents, and for whom the stigma of working in a fast food restaurant is second only to the stigma of taking that job seriously.
This means that, no matter what time of day or day of the week you head to McDonald’s, there is going to be an employee there, involved with your order, that doesn’t want to be there.
That does not bode well for a restaurant of any kind, let alone one that serves as many people as McDonald’s does.
To add insult to injury, of course, McDonald’s and their fast food compatriots are now dealing with an onslaught of angry Americans who believe that they deserve $15 per hour for any job that they attain…more than double what they’re already making for giving me the wrong order on the regular. McDonald’s, in true McD’s fashion, is one step ahead of the curve, however.
America’s largest food chain, McDonald’s, plans to have self-order digital kiosks in every store by 2020.
The modernization announcement was made by McDonald’s in an attempt to increase customer satisfaction and remain competitive in the fast-food market.
A McDonald’s spokesperson told BuzzFeed that their locations will “still have cashiers — kiosks provide another option for customers to order and pay. We’re finding with kiosks, customers tend to feel less rushed, take their time, browse the menu, and often order more.”
The rollout will be incremental over the next two years, with a goal of half the McDonald’s locations in America having digital kiosks by 2018 and complete offerings in every store by 2020.
If McDonald’s can integrate some sort of soft-serve availability feature to the kiosks, that itself will be an enormous improvement over the uninterested louses that populate their drive thru windows currently.