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> What people are forgetting here is McDonald's has an interest in these machines working as well as possible (revenue + reputation) But clearly they are dropp

> What people are forgetting here is McDonald's has an interest in these machines working as well as possible (revenue + reputation) But clearly they are dropping the ball all the way to the third basement. If a piece of equipment is so bad that it's lack of reliability becomes a meme then you have issues. What I really don't understand is that it seems that the franchisees are paying for the equipment manufacturer per service call. It would make much more sense to pay a fixed fee per ice cream machine per unit of time subject to some SLA. If you properly set up the incentive structure that makes the equipment manufacturer incentivised to seek ways to provide reliable, easy to maintain machines. It is not like this is impossible. The same manufacturer sells reliable machines to all the other chains! So they can do it. > The only people who seem to really care about this issue are customers. And the franchisees? Who are losing money every time they are turning away costumers. (Not talking about the lost business because they are not seen as a reliable purveyor of ice cream, and people who crave ice cream go to some other place.) And losing money every time they call service for a piece of trash equipment.

Alupis 3y ago
> But clearly they are dropping the ball all the way to the third basement. If a piece of equipment is so bad that it's lack of reliability becomes a meme then you have issues. I couldn't find numbers - however I have a feeling the issue isn't less reliability than expected, but rather McDonald's serves more ice cream products (by volume) than most or all other fast food chains. Anecdotally, people travel to McDonald's only for some of their ice cream products, such as McFlurries, and then leave disappointed when the machine is not working. Very few people go to, say, Burger King just for a shake. This pattern makes the issue more visible. > The same manufacturer sells reliable machines to all the other chains! We have no real evidence of this though, do we? It makes zero sense to have these conspiracy theories that McDonald's is being paid to push unreliable machines on franchisees or something. Few if any franchisees are even complaining about this issue, it's customers like you and me who are mad about not getting a milkshake, and then companies trying to shoehorn their way into the lucrative commercial repair business. If McDonald's thinks everything is ok, and franchisees on average are not complaining, then what's the real issue? No matter how we spin it, this particular situation has nothing to do with Right to Repair. It's about corporate standards for franchisees.
- StimDeck 3y ago
  [dead]
- pseg134 3y ago
  The franchisee’s do not like the situation. You immediately write everyone off as being conspiracy theorists, but you are failing to consider the incentives. Other companies negotiated a fixed service fee for the life of the unit paid at the time of purchase. McDonalds signed a contract that requires payment per service call. The company now has an incentive to make sure McDonalds has the least reliable machines and the franchisees have an incentive to not call in for a repair. No conspiracy needed.
- puskavi 3y ago
  Yes, lets embrace the bureaucratics, because thats how we get stuff done! /s
IG_Semmelweiss 3y ago
Both you and parent are correct. Clearly its a case of incentives, while McD has the right to manage brand exposure. Here's my contribution. Someone downthread said other chains use Taylor with a fixed-fee service contract, which directly incentivizes Taylor to deploy quality machines. Here's the rub: is that the complete picture? In other words, is it possible the Taylor repair service labor fees for McD customers (and recurrence) are justified because the machines themselves are a heavy loss leader for Taylor ? And what is the cost for non-McD vendors to acquire a similar-purpose machine, with fixed fee servicing ? That will help resolve if this issue at the core is justified, vs legal (or business) stupidity by McD corporate / malfeasance by Taylor.

Alupis 3y ago

> But clearly they are dropping the ball all the way to the third basement. If a piece of equipment is so bad that it's lack of reliability becomes a meme then you have issues. I couldn't find numbers - however I have a feeling the issue isn't less reliability than expected, but rather McDonald's serves more ice cream products (by volume) than most or all other fast food chains. Anecdotally, people travel to McDonald's only for some of their ice cream products, such as McFlurries, and then leave disappointed when the machine is not working. Very few people go to, say, Burger King just for a shake. This pattern makes the issue more visible. > The same manufacturer sells reliable machines to all the other chains! We have no real evidence of this though, do we? It makes zero sense to have these conspiracy theories that McDonald's is being paid to push unreliable machines on franchisees or something. Few if any franchisees are even complaining about this issue, it's customers like you and me who are mad about not getting a milkshake, and then companies trying to shoehorn their way into the lucrative commercial repair business. If McDonald's thinks everything is ok, and franchisees on average are not complaining, then what's the real issue? No matter how we spin it, this particular situation has nothing to do with Right to Repair. It's about corporate standards for franchisees.

StimDeck 3y ago
[dead]
pseg134 3y ago
The franchisee’s do not like the situation. You immediately write everyone off as being conspiracy theorists, but you are failing to consider the incentives. Other companies negotiated a fixed service fee for the life of the unit paid at the time of purchase. McDonalds signed a contract that requires payment per service call. The company now has an incentive to make sure McDonalds has the least reliable machines and the franchisees have an incentive to not call in for a repair. No conspiracy needed.
puskavi 3y ago
Yes, lets embrace the bureaucratics, because thats how we get stuff done! /s

IG_Semmelweiss 3y ago

Both you and parent are correct. Clearly its a case of incentives, while McD has the right to manage brand exposure. Here's my contribution. Someone downthread said other chains use Taylor with a fixed-fee service contract, which directly incentivizes Taylor to deploy quality machines. Here's the rub: is that the complete picture? In other words, is it possible the Taylor repair service labor fees for McD customers (and recurrence) are justified because the machines themselves are a heavy loss leader for Taylor ? And what is the cost for non-McD vendors to acquire a similar-purpose machine, with fixed fee servicing ? That will help resolve if this issue at the core is justified, vs legal (or business) stupidity by McD corporate / malfeasance by Taylor.