Chip & Pin Problems

We have all got used to the chip and pin machines over recent years, to the point where many of us might not remember the last time we used our signature!

However, a problem has risen up in UK supermarkets which bespoken wants to address.

Until a few months ago it seemed that most machines could be removed from their stand and brought down to whatever height was comfortable for the customer to use. However, more and more of these machines now appear to be fixed. This stops them being accessible for many people.

This issue was brought up with us by Lizanne who experienced the problems herself. “I have upper body mobility and some movement in my legs so I can reach most machines at a stretch” she said “but I know plenty of people who can’t do this and they really struggle.”

This isn’t just a question of comfort or access. The whole point of chip and pin was to make transactions more secure. Clearly this isn’t going to be the case if someone is stretching up to the machine and can hardly see the keypad, let alone cover it from prying eyes.

We are at a loss to understand why so many of these machines have been fixed down. Is there a significant underground trade in chip and pin machines that caused this problem?

We will be writing to the big four supermarkets in the UK to raise this issue and ask why this has happened. We will also ask their advice on what a customer should do if they encounter these issues.

Watch this space for progress and please tell us if you have had similar problems.

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Replies to This Discussion

Permalink Reply by bespoken Team on March 9, 2012 at 14:57

This email was sent to Tesco, Morrisons, Sainsbury's and ASDA today.

We'll let you know what reponse we get.

I am writing to you on behalf of the members of bespoken, which is an online community of people with an interest in independent living.

Each month we pick up and investigate an issue that has been brought forward by the membership. This month we are looking into the issue of chip and pin machines in supermarkets.

The problem that has been highlighted to us is that many of the chip and pin machines in supermarkets are now fixed to their mountings. This was not previously the case any many people, wheelchair users in particular, are finding this a difficulty. We have had instances of people not being able to reach the machines, and others where people can only just reach them and they are unable to keep their number secure.

Could you please advise us on your policy regarding the fixing of the chip and pin machines to their mounts. Should these machines be removable for people that are unable to reach them? Also, what should our members do if they experience a problem in your stores?

Thank you in advance for your consideration of this issue.

If you would like to see the issue on our site please follow this link. You will need to join the community in order to view the topic but I’m sure you will find the site of interest from a customer engagement perspective.

www.bespoken.me

Best regards

David

David Jarrold

Director

Blackwood Foundation

0131 317 0138

davidj@mbha.org.uk

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Permalink Reply by bespoken Team on March 13, 2012 at 16:10

Our first response is from Morrisons. What do you think?

My view is that these services should be accessible when you go in. You shouldn't have to ask for help to pay for your shopping!

Good afternoon Mr Jarrold,

Thank you for taking the time to email us.

I have spoken with my colleague regarding this and have been advised of the following; our Chip and Pin units are fixed on a mount in all Stores, however there is no requirement for them to be secured down on every unit. Each Store has the ability to remove the units from the stand so Customers with disabilities can reach the unit with ease. If any Customer experiences any issue in the Store they can request to speak to the Checkout Manger/Supervisor.

I hope that this information has been of help to you and if you have any future concerns please don’t hesitate to get in touch.

Kind regards,
--
Charlotte Hargreaves
Customer Services Department
Wm Morrison Supermarkets PLC

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Permalink Reply by bespoken Team on March 14, 2012 at 17:00

Second response is from Saonsbury's. I'm not convinced this is true as I was in one of their stores at the weekend and the machine was fixed. What's your experience?

Dear Mr Jarrold

Thanks for your email regarding our chip and pin facilities within our stores. I can understand why this would be difficult if they were fixed to their mountings.

I’ve checked and can confirm out chip and pin machines are removable in all our stores.

We appreciate you taking the time to contact us and I wish you success with your investigation.

Kind regards

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Permalink Reply by Cee Gee on March 16, 2012 at 13:23

In addition to this problem, the one I would like to see resolved is how to pay for petrol on the petrol station fourcourt (if you cannot easily get out of your vehicle). It is possible to use a Servicecall or similar device (if installed) to summon help on the forecourt but, at my local supermarket petrol station (the only petrol station for miles) they then ask for my card and PIN number (which I refuse to give although I know others do) to take into the shop to process at the counter, unsupervised. They also suggest that they cannot use ordinary portable kepads (such as those provided and brought to your table in a restaurant) on the forecourt because of possible spark problems (which I have difficulty in believing given they use the same excuse about the use of mobile phones yet have no problem renting space on a forecourt to mobile phone masts - usually within the pricing pillar). Why can't they use spark-free portable keypads (which do exist)? My only alternative is to carry large amounts of cash which I do not wish to do. In trying to resolve this my bank cancelled all my CHIP & PIN cards and replaced them with sign only cards (without even asking me) which are no use to me as some days I have difficulty holding a pen, let alone signing my name.

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Permalink Reply by bespoken Team on July 27, 2012 at 8:50

Wal-Mart Stores Inc has been sued by disability rights advocates who accused the world's largest retailer of failing to make payment machines accessible to disabled customers who use wheelchairs and scooters.