Do it yer own damn self

Posted on October 18, 2005 by Gene

Back in 1981, I would go to the Pearl Avenue branch of the San Jose Public Library with my grandfather. We’d get arm loads of books, and then go to the checkout desk where a helpful person would check them out for us. There was rarely ever a line.
Today, the San Jose Public Library has gone the way of supermarkets — they’ve got those damned self-service checkout counters. And there’s always a line.
That’s because people can’t figure out how to use self-checkouts. At supermarkets, at Home Depot, at the library — the lines grow longer and longer, and the reduction in staff is offset by the need to have a computer troubleshooter standing there waiting for the next error.
The library system is much worse than those at a retail establishment. You must first choose a language — retail checkouts assume English if you just start scanning, but the library requires a strict set of steps.
Next, you put your card down in a spot under the laser scanner — but don’t cover up the little sensors about half an inch above that, because then it will think you’ve put a book down. It makes you start over.
Your card has to stay there the whole time, by the way. And if you have the little keychain card like I do, the weight of your keys will shift it and cover the book sensor, leaving you to… yes, start over.
Next, you must enter a PIN. So, not only are we able to track your reading habits, but they added a PIN to reassure you that no one else is checking out treasonous reading material on your card. I feel reassured.
My PIN didn’t work. I ended up going back to the information desk three times and she finally checked me out manually, which is what I wished they had done in the first place.
This was after I stood in line waiting for a mom to check out — I counted ‘em — 20 paperback books for the kids running around beside her. She checked each one out so carefully, deliberately, and slowly, if it wasn’t for the 2nd machine (of only two) opening up, I might have been waiting for 20 minutes.
Here’s the thing: I know that companies make us do our own work so that they don’t have to hire cashiers. But at what cost? Pissed off customers, much higher equipment repair costs, long lines of clueless people who can’t program a VCR and yet are expected to scan and bag their own groceries…
oh, and if they’re saving money on making me do their work for them, why aren’t they selling things to me cheaper?