STRATEGIC PARTNERS
Before you call for service, try some easy fixes for your ATM. by Henry E. Dorfman, vice president of the ATM Exchange
September 7, 2001
You can save yourself some money and aggravation by taking a few simple steps before you call the service company for your ATM problem. Even if your contract does not specify that you be charged for each call, your service frequency is built into your rates -- so it pays to keep it low. The first thing to do before reaching for the phone is to check your money and paper levels. You'd be surprised how many people call for help without looking to see if they're out of cash or paper. Likewise, many people overlook other obvious problems. Look at the screen. Is the power on? Is there an error message? Relaying the message to the service company over the phone might save a trip if they can talk you through the solution. If there is power and the ATM isn't functioning, power-fail the machine. In other words, pull the plug. Sometimes when you power back up, the problem is gone. Don't be afraid to poke around. Pull the cassettes and look for jammed or loose bills. If the machine is somewhat functional, watch the transactions so you can provide the service company with a precise description of the problem. It's a lot more helpful to tell them that the machine isn't picking the bills than to simply say that no money is coming out. If you're calling the company, observe first hand. That way, you'll not only ensure accuracy, but you'll be in a position to answer questions. Many ATM failures have simple causes. By following the steps above, you may be able to eliminate some of your costly service calls. Henry E. Dorfman is vice president of the ATM Exchange, a vendor of new ATMs, refurbished ATMs and TCDs and parts. He can be reached at 800-741-6617, extension 122 or Email him.
