5 ms·

One point: the machines aren't "broken" per se; typically the maintenance cycle does not complete and the machine only shows a very cryptic error message. The f

by skeeter2020 5y ago

One point: the machines aren't "broken" per se; typically the maintenance cycle does not complete and the machine only shows a very cryptic error message. The franchisee then needs to call out a Taylor service rep, wait for them and pay an expensive call-out charge. THe underlying issue is typically easily resolved; something like the hopper was too full of product so the heating cycle didn't get to the required temp; remove some and run it again". So the reason they're always broken is they're not broken but the restauranteur has no way of knowing or resolving the issue.

hunter2_ 5y ago
I would consider "broken" and "SOP doesn't produce expected result" to be synonymous in most cases including this one.
- darkerside 5y ago
  Intentionally crippled versus broken seems like a fair distinction
  - iforgotpassword 5y ago
    > intentionally broken versus broken Ftfy. It's definitely a fair or rather relevant distinction for the investigation, but for the end user, it's pretty much the same, especially if you're limited to using only that one specific machine.
    - darkerside 5y ago
      It was a reference to https://en.m.wikipedia.org/wiki/Crippleware https://en.m.wikipedia.org/wiki/Crippleware As an end user, I can tell when I'm using it, and it annoys me. Even when I don't have large revenue streams depending on it.
sk5t 5y ago
> something like the hopper was too full of product Shouldn't then there be a guide or actual limiter for maximum hopper fill level based on ambient temperature, or just a TSB, rather than perpetual service calls?
- josefx 5y ago
  Taylor makes money from these service calls and the franchise owners have to use the machines mandated by McDonalds. There is absolutely no motivation for Taylor to kill this cash cow.
  - dredmorbius 5y ago
    Milking that hopper for all it's worth. So to speak.
sumedh 5y ago
Does the franchisee know why the machine is not working or can he/she do some basic trouble shooting to fix the issue, if not then it is broken.
- frombody 5y ago
  No, they don't know why it's broken. The cleaning cycle doesn't complete during the night, usually because the hopper is too full, and when they come in the next day they just run the 4 hour cleaning cycle multiple times until the cryptic error goes away. As the video showed, when someone invented an add-on for the machines to display human readable error messages, they got attacked with a lawsuit.
  - jimbob45 5y ago
    >In a recent legal victory, a judge awarded a temporary restraining order against Taylor after Kytch had alleged in a complaint that the McFlurry machine manufacturer had gotten its hands on a Kytch Solution Devices with the express intention of learning its trade secrets. The complaint also alleged that Taylor had told McDonald’s and its franchisees to stop using Kytch machines on the grounds that they were dangerous, and that the company had begun development on its own version of the Kytch system at the same time. I think you have it backwards. However, you're still right in essence, since Taylor seems to be attempting to break compatibility with the Kytch machines. Sounds a lot like another company we talk about here...
    - thaumasiotes 5y ago
      > a judge awarded a temporary restraining order against Taylor after Kytch had alleged in a complaint that the McFlurry machine manufacturer had gotten its hands on a Kytch Solution Devices with the express intention of learning its trade secrets. This seems like a strong argument that the concept of trade secrets should be done away with.
      - drewzero1 5y ago
        And in turn, the Kytch device is an attempt to crack the trade secrets of the Taylor machines requiring service calls. I have a hard time rooting for either side on this one.
tedunangst 5y ago
What's McDonald's corporate's cut of the call out charge, the alleged motivation here?
- MichaelZuo 5y ago
  Perhaps they signed a deal with Taylor to boost some KPI?

hunter2_ 5y ago

I would consider "broken" and "SOP doesn't produce expected result" to be synonymous in most cases including this one.

darkerside 5y ago
Intentionally crippled versus broken seems like a fair distinction
- iforgotpassword 5y ago
  > intentionally broken versus broken Ftfy. It's definitely a fair or rather relevant distinction for the investigation, but for the end user, it's pretty much the same, especially if you're limited to using only that one specific machine.
  - darkerside 5y ago
    It was a reference to https://en.m.wikipedia.org/wiki/Crippleware https://en.m.wikipedia.org/wiki/Crippleware As an end user, I can tell when I'm using it, and it annoys me. Even when I don't have large revenue streams depending on it.

sk5t 5y ago

> something like the hopper was too full of product Shouldn't then there be a guide or actual limiter for maximum hopper fill level based on ambient temperature, or just a TSB, rather than perpetual service calls?

josefx 5y ago
Taylor makes money from these service calls and the franchise owners have to use the machines mandated by McDonalds. There is absolutely no motivation for Taylor to kill this cash cow.
- dredmorbius 5y ago
  Milking that hopper for all it's worth. So to speak.

sumedh 5y ago

Does the franchisee know why the machine is not working or can he/she do some basic trouble shooting to fix the issue, if not then it is broken.

frombody 5y ago
No, they don't know why it's broken. The cleaning cycle doesn't complete during the night, usually because the hopper is too full, and when they come in the next day they just run the 4 hour cleaning cycle multiple times until the cryptic error goes away. As the video showed, when someone invented an add-on for the machines to display human readable error messages, they got attacked with a lawsuit.
- jimbob45 5y ago
  >In a recent legal victory, a judge awarded a temporary restraining order against Taylor after Kytch had alleged in a complaint that the McFlurry machine manufacturer had gotten its hands on a Kytch Solution Devices with the express intention of learning its trade secrets. The complaint also alleged that Taylor had told McDonald’s and its franchisees to stop using Kytch machines on the grounds that they were dangerous, and that the company had begun development on its own version of the Kytch system at the same time. I think you have it backwards. However, you're still right in essence, since Taylor seems to be attempting to break compatibility with the Kytch machines. Sounds a lot like another company we talk about here...
  - thaumasiotes 5y ago
    > a judge awarded a temporary restraining order against Taylor after Kytch had alleged in a complaint that the McFlurry machine manufacturer had gotten its hands on a Kytch Solution Devices with the express intention of learning its trade secrets. This seems like a strong argument that the concept of trade secrets should be done away with.
    - drewzero1 5y ago
      And in turn, the Kytch device is an attempt to crack the trade secrets of the Taylor machines requiring service calls. I have a hard time rooting for either side on this one.

tedunangst 5y ago

What's McDonald's corporate's cut of the call out charge, the alleged motivation here?

MichaelZuo 5y ago
Perhaps they signed a deal with Taylor to boost some KPI?