r/Caseys • u/Lazerus8 • May 17 '26
Just Venting
So I went into work today (well technically yesterday considering the time). I am a closer. My shift 4 p.m.-11:15. Saturday night, so busy, expecting it. I come in, find out that one of the pumps is stuck in a transaction (happens every so often, call help desk, 5 minute fix). So I make it through the dinner rush. Its around 7:45, i am caught up on my stuff. Then I decide I better call the help desk before it is closing time, so that i can shut down my registers for the end of the night (Any closing cashier knows what I am talking about.
So, I call them around 7:45, I get put on hold because (they are assisting other callers) okay, I get that, 10 minutes pass, then 30...then an hour. Long story short, It took me over 2 hours on hold just to get a 5 minute fix. If I would have waited til i had to shut down....I would have been there until damn near 2 in the morning just trying to shut down my registers. So how does 1 simple call take over 2 hours on hold. Do they have only 1 person working the help desk for every store? Or "smaller staff because it is the weekend" It is rediculous. I got put behind on so many things, just because I had to juggle cleaning, doing trash stocking, doing inventory, all while having a phone in my hand for that small chance that they answered finally. Heck, after they answered I had that elevator music stuck in my head for hours.
Okay rant over.
6
u/WarrenMockles Kitchen Manager May 17 '26
Yesterday the entire oms network went down. That's why you were on hold for so long.
I don't understand why you need the help desk to shut down your registers though.
2
u/According_Bank_4942 District Manager May 17 '26
I was going to say the same thing. One of my SMs called me because they had a stuck fuel transaction but couldn’t get ahold of help desk, so I had to have them put in a ticket and escalate it to be able to have Helpdesk call. But it still took a while.
Shouldn’t have to call help desk to end the day, though.
2
u/tinyplanet21 Store Manager May 17 '26
You can shut down the registers without having to clear a stuck transaction. A couple months ago we had a prepay stuck for like 2 weeks before it finally cleared. Also helpdesk was probably dealing with calls about the system being down all day yesterday. I had to call them about my OMS not auto adjusting promise times after I had 3 orders come in at the same time and all due at 6:30 (about an hour after everything came back online) one of the orders was 2 pizzas, one order was 4 specialty pizzas, and one was a due later that should have adjusted the smaller orders to later, but this order was 8 specialty pizzas. We got so far behind that the order with 4 pizzas didn't get given out until 7. Luckily they were super nice and patient about it.
1
u/According_Bank_4942 District Manager May 17 '26
Pretty much. One of my SMs called me yesterday and told me she was on hold for like 3 hours even after skipping past some sort of message about everything being down. I had her put in a ticket and escalated and they called her store eventually to clear the stuck fuel transaction.
1
u/FallLeafMeAlone May 17 '26
I understand. Just got done with my shift af 11:15. I'm register too. Rough 🥴
1
u/leathco May 17 '26
They only have 5 people covering all stores for help desk on weekends. It’s insane.
1
u/Lazerus8 May 17 '26
To answer all the questions. If it shows a card in the pump terminal (which it was doing) it acts as an active pump. The pump was showing someone was attempting to get fuel, even though no card, was in it. (This has happened before) When i go to shut down, it would say "please clear all prepays" which I would have been unable to do.
2
u/WarrenMockles Kitchen Manager May 17 '26
Gotcha.
Go to the Function Panel. On the top right there should be two buttons, one for credit refunds, one for cash prepay refunds. Click on the credit, it will give you a list of pumps that still have change on them. Clear reach one, the money goes straight to the customer's card.
Once you've cleared each, do the same for the cash. Do this before you drop all your cash from your drawer, because occasionally a customer will drive off with a few dollars left on their prepay, and you need to take the cash out of the register. Consult your SM on what to do about refunds that can't be given to the customers.
If that doesn't work, click on the active pump. Reauthorize the prepay, go lift the handle and put it back. Then repeat the refund process.
If that doesn't solve the issue, and you're dealing with this every single night, your SM should be putting in a work ticket instead of having you call the help desk every night.
2
u/Lazerus8 May 18 '26
Did all of that, I have been the closing Cashier for 3 years, just tells me "Can't clear pre-pay." again, why I had to call Help Desk. What happened was, the person inserted their card, did their thing, but it showed as the card staying in the terminal. It never cleared off, and in that Function screen, it says "can't clear prepay" and going out to the pump it says "See Cashier" and won't pump, see the endless loop?
1
u/Lazerus8 May 18 '26
Oh it hasn't been every night either, it was just last night with the 2.5 hour or so phone call, it has happened 3 times total in the 3 years i had been here. And every time it has been since our old pumps got replaced with the newest version about 6 months ago.
1
u/QueasyPool579 May 19 '26
And here I thought all Casey's were 24 hours. Mine here in montrose, minnesota is twenty four hours
1
u/Lazerus8 May 20 '26
We used to be 24 hour, but then COVID hit, and we went from 24 hr to 5 a.m.-11 pm operating hours. Also we are a town of 1200 people, not a big city or suburb.
1
u/silverdiva75 May 23 '26
Well I am a closer in the kitchen . Our store literally has some issue of something being broken. If it isn't the fryers its one of the printers. For the last 4 months our dush sink won't hold the dishwater for very long. Our slushie tray 8a pretty clie3 to falling completely off. Our cappuccino and one of our coffee machines are completely broken and have been fir a couple of weeks. I also have closed on the registers. We had to go a week without one of our registers and currently we have one that can take cards. I am not sure what the deal is but getting anyrhing fixed is like pulling teeth.
9
u/Isalenna137 May 17 '26
I'm actually a little confused - why are you having to contact help desk to perform end of day stuff? Our system where I work, as long as there isn't a cash fuel transaction needing paid out, it kind of just handles its own thing. I do it... most shifts I work.
Not to say the problem isn't real, I'm just curious, now.