Allwyn’s update on the National Lottery has prompted responses from some indie retailers who have not received the new Wave terminal, describing it as slow and reminiscent of 1990s software.
National Lottery services went offline from 11pm on 2 August until late morning on 4 August - ahead of schedule - for an update billed as the “biggest technology upgrade” since its launch in 1994. The transition happened this weekend.
Around 8,000 National Lottery retailers switched over to new state-of-the-art lottery Wave terminals, which had already arrived in their stores.
One Stop retailer Dee Sedani (above left) - who is yet to receive the new Wave terminal - claimed the new system is difficult to navigate with no proper training provided.
“Without the new terminals, you’re running new software on old hardware,” he said. ”So you can’t really comment on it until you see the new system on the new screens. I’ve had comments from my team that it’s old and like it’s from the 1990s. Also, trying to navigate around it hasn’t been pleasant or easy.
”I think where Allwyn have gone wrong here is that they should have had a video online where it takes you through each new button, or each setting - they should have had a tutorial.”
Dee added. ”I’ll wait until the new terminal comes in – although we haven’t been told when that will be. My team will adapt like any other team, but it’s an oversight from Allwyn.”
Meanwhile, Northamptonshire-based retailer Vidur Pandya (left) said his terminal is now “extremely slow”, causing every transaction to take significantly longer than before.
Like Dee, Vidur said he had not received any manual or instructions for himself or for him to train his staff on how to use the new software.
He commented on the user interface, describing it as “very poor” and likening it to designs from the early 2000s. “It’s very grey, which is not very appealing compared to the previous colourful layout and the user experience you get from the app,” said Vidur.
“The reports are also hard to find, there are more clicks involved in processing any type of reports,” he added.
Despite these criticisms, Vidur has acknowledged a positive change: “One thing that’s changed is if the scratchcard or lottery is not a winner it prints a slip automatically, whereas previously if the ticket or scratchcard was a winner only then would it print the winning slip.
“This is a very good feature as it makes it easier to convey a ‘not a winner’ message, so reduces any confusion between the customer and the cashier.”
Vidur confirmed he hasn’t received the new Wave terminal, nor “the new scratchcard terminal”. He also added that he has been having an issue with time-outs on the new system, meaning he has to repeatedly log in.
Responding to the concerns, an Allwyn spokesperson told Convenience Store: “Following this weekend’s successful upgrades, around 8,000 National Lottery have now switched over to new state-of-the-art lottery Wave terminals.
”These will allow them to process player transactions more quickly and provide them with more functionality. The remainder of National Lottery retailers are using the new software that went live over the weekend on their existing terminal and will receive their own new Wave terminal in the coming months.”
Allwyn said retailers that have not yet received their new terminal would have their installation dates and further details shared with them directly in due course.
As Convenience Store reported in April, Allwyn showcased its new terminals at the National Convenience Show earlier this year.
2 Readers' comments