Monday, December 29, 2008

New Wells Fargo Envelope-Free ATMs confuse users

Wells Fargo ATMs now take a stack of checks at one time, but confuse many users

For the record, I think the new Wells Fargo Envelope-Less ATMs recently installed in our California branches are pretty neat. First it saves the need for an envelope (and I am sure it makes it easier for bankers to not have to open all those envelopes). Next, you can get a receipt that lists not only each check and its amount, but it will even print out an image of the check on the receipt itself. Pretty cool!

Of course, as with any new technology, there seems to be a bit of confusion when using these new ATMs. I first noticed this when my wife complained about having to hit so many buttons to deposit several checks. Now, I had been to the new ATM and even as a tech geek I had to read the directions carefully, but in the instructions it says to insert all your checks or cash at one time, in a stack with the account numbers arranged along the right hand edge.

I think the confusion arises as we are not used to inserting a number of items sans envelope. It just seems weird to us and I still am getting used to the new system.

When I saw another complaint about the ATMs on Twitter a few days ago, I thought perhaps they were having the same problem as my wife. Sure enough, the customer was inserting one check at a time and annoyed that it made her do each deposit transaction separately. In fact, that message is what caused me to write this post, as it clearly falls under the 'Control your technology. Don't let it control you!" motto of TechnologyIQ.

Here is a PDF Brochure from Wells Fargo explaining the new Envelope-Free ATMs

Link: Wells Fargo Envelope-Free ATM

I hope this helps those of you who have been having trouble with these new ATMs. Furthermore, it shows yet another reason why companies like Wells Fargo should be monitoring Twitter and other social network sites for customers who are having trouble with their banking systems.

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