Hatco® Customer Testimonial - A&W Canada

[@eranyafoodmachine]

hot air, the effect of this machine is good

[@Krazay01]

Ok ... that's good.. this is a great device to have in A&W however, my forty plus yeas of going to A&W by myself, is always an adventure! Love the burgers when they are done properly. Every time I go there now, it is a challenge to get a freshly made burger, as I like the sizzling hot burgers. This is achieved by requesting a freshly made burger. The clerk whoever it might be that day will argue right away that their burgers are fresh. This is not what I need each time I go there. I then have to say to them, I would like a freshly made burger from frozen to cooked, I know it doesn't take any longer than 8 minutes at most A&W's. Finally after waiting for 6-8 minutes, i have a freshly made burger, and fries and rootbeer! Sit down and enjoy my burger with my usually soggy fries or double cooked fries. I have made my complaints to the Manager of that store. Usually I get a speedy response from them, trying to fix the problem. This problem started as soon as they started to time challenges at each store, against each others Franchise. This was great for some stores as they started to build their pre-cooked burgers. If they were to have a rush of people, they would have burgers out in minutes, beating the others A&W stats. I don't know if this got a Franchise a big prize? Not sure, just taking a wild guess. Then someone like you who buy and purchases equipment for the all the stores decided to do the worst thing possible, the burger drawer! Those burgers are to be rotated, however a customer like me who does not as for freshly made from frozen to fresh will get these burgers. Which sit there for some time as they get dried out and cold. Burgers to me should be off the grill and into the bun and served to the customer as soon as possible to get the best experience. Then a new piece of equipment is being bought in your stores called the Clam shell that is a hot top shell that drops on top of the burger as it's cooking on the grill. TERRIBLE idea! This shell cooks the burger faster, within 3 minutes (Pro). However the seasoning gets pulled off of the burger and the shell puts weight not he burger squeezing out all the juices (con). I can wait the 8 minutes really for quality. Now to get to the part that A&W prides them self over, No hormones or antibiotics...... Who cares! We want a hot burger like the old fashioned days where you guys had intercoms and waitresses that deceived the best burger in the world.. Can we get back to that please. Your french fries should never be dipped twice into the grease more than once, this brings out the best crispness in the fries! Just watched an a&w commercial on TV as I was writing this showing how the kitchen is making your delicious burger and NOT one employee was wearing sanitary gloves? Is that not a thing today? I think I have vented my feeling towards you! I love the burgers when they are fresh. I love the fries when they are fresh! Can we get on with the correct ways of serving your customers.

[@Hatcocorp]

Thank you for your comment. We are sorry to hear that you've had poor experiences in the past. However, this is not an A&W affiliated channel. We are a foodservice equipment manufacturer, and A&W Canada was kind enough to participate in a customer testimonial for our toaster used at some of their locations. So there is unfortunately nothing we can do, but we recommend continuing to voice your feedback, whether it is at your local restaurant or through other A&W online outlets.

[@Krazay01]

Thus the burger drawer!