ATM servicing: Simple solutions to common problems

This is the second part of a series on ATM servicing. Click here to read part one.

When it comes to ATM servicing, the same issues tend to pop up again and again. For example, ATMs often get jammed, or the power might drop due to the fact the ATM is sharing a power outlet with many other devices.

These common issues can cause big issues for customers who attempt to withdraw, deposit cash or perform other tasks. And most customers are not going to want to travel to another ATM that is functioning.

Fortunately, there are simple solutions to these common issues. To learn about these solutions, ATM Marketplace reached out to Nancy Lewandrowski, director of marketing at Triton Systems, in an email interview to get her insight on eliminating issues.

Q. What are some of the biggest issues when it comes to servicing ATMs?

A. Getting a qualified, trained technician to the site for repair can be a challenge. Also, many ATM owners or service organizations don't stock ATM parts, which adds to the delay in getting equipment back up and running.

Q. What are the most common customer complaints about ATM malfunctioning?

A. Malfunctions are generally limited to those items with multiple moving parts such as the cash dispenser or the printer. Cash dispensers malfunction because "ATM fit" notes were not used to fill the cassettes. We've seen notes so old they were akin to Kleenex, bundled notes with the paper wrap still around them, as well as notes that are stapled, paper clipped, and ripped. These can cause notes to trigger sensors, get jammed in the feed path, and cause high reject rates. With printers, issues can arise when using receipt paper that is not recommended by the manufacturer. Much of the third-party paper available is of a lesser grade, which can cause printing issues, and or jams. One of the most common occurrences for printer failure is that paper simply wasn't loaded properly when it was changed out.

Another common occurrence is when the ATM is plugged into a power outlet that is also being shared with a fax machine, refrigerated cooler, sliding entry doors or other electronics, which can cause power spikes/drops, especially in older buildings.

Q. How can banks save money when servicing ATMs?

A. One solution is to train someone on staff to take care of the simple problems like refilling cash or printer paper. It's a simple thing to send a staff member for training for the more complex problems. There are also short videos available that show proper cash or receipt paper refills, and user manuals are generally easily available. Also, as mentioned above, keeping a small stock of parts will cut down on the time and cost that is incurred by overnight shipping.