MOBIL SILVERSTREAM: Fuel, Fizz & Frustration in Upper Hutt

Pros	Cons
Marion is a true credit to the business; she provides excellent customer service.	Paying inside is inconvenient, especially for those using contactless payment like PayWave.
Staff often greet customers and ask how they are doing, indicating good service.	The lack of a PayWave option at the pump is considered archaic and frustrating.
The station sells 98 octane fuel, which is a positive for some drivers.	The vacuum and fragrance machines are frequently out of order and haven't been fixed for extended periods.
Generally, the station provides a very good experience (though recent experiences have been inconsistent).	Number plate recognition cameras are lacking, leading to customers feeling unfairly scrutinized.
	Staff can sometimes be curt and unhelpful.
	There have been instances of pumps failing to dispense fuel, with staff being unhelpful in resolving the issue.
	The car wash is described as useless and ineffective, even with the deluxe option.

Pros

Cons

Marion is a true credit to the business; she provides excellent customer service.

Paying inside is inconvenient, especially for those using contactless payment like PayWave.

Staff often greet customers and ask how they are doing, indicating good service.

The lack of a PayWave option at the pump is considered archaic and frustrating.

The station sells 98 octane fuel, which is a positive for some drivers.

The vacuum and fragrance machines are frequently out of order and haven't been fixed for extended periods.

Generally, the station provides a very good experience (though recent experiences have been inconsistent).

Number plate recognition cameras are lacking, leading to customers feeling unfairly scrutinized.

Staff can sometimes be curt and unhelpful.

There have been instances of pumps failing to dispense fuel, with staff being unhelpful in resolving the issue.

The car wash is described as useless and ineffective, even with the deluxe option.

A Mixed Bag of Fuel and Feelings at Mobil Silverstream

Mobil Silverstream, located on Fergusson Drive in Upper Hutt, presents a curious case. With a solid 4.1-star rating, and consistently open from 5 AM to midnight every day of the week, it’s undeniably convenient for those needing a late-night top-up or a quick car wash. The station boasts a range of facilities including service options, wheelchair accessible restrooms, a car wash, diesel gas, propane exchange, restrooms and accepts NFC mobile payments, appealing to a broad customer base. Yet, recent reviews reveal a frustrating disconnect between the convenience offered and the customer experience some are having. The 24/7 access is a major draw, perfect for travellers and locals alike. However, not all is smooth sailing - mostly down to technological limitations and inconsistent service.

The Paywave Predicament & Technological Concerns

The primary source of discontent stems from Mobil Silverstream's insistence on in-person payment, even for payWave transactions. This archaic process, as some reviewers pointedly state, feels out of step with modern gas stations like Challenge, BP, and Z. The inability to authorize a hold and update payment upon completion when utilizing payWave leads to multiple trips to the counter - a significant inconvenience, especially when stocking up on snacks. This is particularly frustrating for those accustomed to the ease of paying at the pump. Beyond the payment system, the car wash area isn't without its faults. Reports of non-functional fragrance dispensers, left unrepaired for extended periods despite multiple reports to staff, exemplify a lack of attention to detail and maintenance. While number plate recognition cameras are in place, their perceived over-use and lack of subtlety has led to some feeling unjustly scrutinized. It’s a situation that highlights a need for investment in modern technology and increased trust in customers.

Marion's Shine and Staff Variability

Despite the technological shortcomings, several reviews sing the praises of individual staff members, particularly Marion. She is consistently described as a true credit to the business, bringing a positive and engaging customer service experience that motivates repeat visits. Her ability to brighten a mundane task is a significant differentiator. However, contrastingly, other reviewers have reported instances of curt and unhelpful interactions, with one specific staff member repeatedly cited for creating a frustrating customer experience during petrol pumping. This inconsistency in service quality suggests a need for staff training and a more uniform approach to customer engagement.

Wash & Amenities: A Tale of Two Experiences

The advertised car wash service receives considerably mixed feedback. While the facility is available and appreciated for its convenience, the "deluxe wash" is often deemed ineffective, with minimal visible cleaning. The previously mentioned issues with the fragrance dispensers further detract from the car wash experience. Beyond the car wash, other amenities are present and functioning, including restrooms and access to diesel gas and propane exchange. The available payment options, including NFC mobile payments, are a welcome addition. Here’s a concise breakdown of offerings:

Feature	Condition
Car Wash (Deluxe)	Often ineffective, minimal cleaning
Fragrance Dispensers	Frequently non-functional
Restrooms	Available and accessible
Diesel Gas	Available
Propane Exchange	Available
NFC Mobile Payments	Accepted
Vacuum	Working but accessories like fragrance units do not function

Frequently Asked Questions About Mobil Silverstream Gas Station in Upper Hutt

Why does Mobil Silverstream require customers to pay inside after fueling, and is there a plan to implement paywave at the pump?

Mobil Silverstream currently requires customers to pay inside after fueling due to authorisation limitations with their payment system. They are exploring options for paywave integration at the pump to improve convenience, but a timeline for implementation isn't available. Many customers find this process inconvenient, especially when stocking up on snacks.

Are there any security measures in place, such as number plate recognition cameras, to address concerns about feeling like a 'thief' when paying inside?

Mobil Silverstream is aware of customer concerns regarding security and the feeling of being scrutinised while paying inside. While the station aims to provide a welcoming environment, improvements to security measures, including number plate recognition cameras, are being considered to enhance customer comfort and safety.

What is the current status of the vacuum and fragrance services offered at Mobil Silverstream, and why haven't they been repaired?

Unfortunately, the vacuum and fragrance services at Mobil Silverstream have been out of order for an extended period, reportedly over two months. Staff have been notified, and signage is intended to be displayed, but repairs haven't been completed. Customers are advised to avoid these services until they are functional.

Does Mobil Silverstream offer a car wash, and is it worth the cost?

Mobil Silverstream does offer a car wash service. However, customer feedback suggests the quality of the wash, particularly the 'deluxe' option, is often disappointing. Many report minimal visible difference after paying for the service, leading to concerns about value for money.

What is the general customer service experience like at Mobil Silverstream, and are there any specific staff members who stand out?

Customer service at Mobil Silverstream is reportedly mixed. While some staff members are friendly and welcoming, others have been described as curt and unhelpful. Marion, a staff member, is consistently praised for her exceptional customer service and positive attitude, making a mundane visit more pleasant.