Ongoing issue with ice cream machine

I would like to raise a formal complaint regarding the service at your Gateway outlet. Every Sunday afternoon, my family and I make a point of stopping by the store to buy ice cream. Unfortunately, we are almost always told by the staff that the ice cream machine is not working.

This has become a recurring issue, and it is extremely frustrating. What concerns me most is that there is never any notice placed at the entrance or inside the store informing customers that the ice cream machine is out of order. Customers only discover this after waiting in line or approaching the counter.

I would like to understand the following: • Why does the ice cream machine appear to be out of service so frequently? • What steps are being taken to repair or replace the machine? • Who is responsible for managing this outlet, and ensuring that equipment issues are resolved promptly? • Why are customers not informed in advance when a key product like ice cream is unavailable?

This is not the first time I have raised this concern. I previously complained about the same issue in 2025, yet the situation appears unchanged. The staff themselves seem accustomed to telling customers that the machine is not working, which suggests that this has become a normal occurrence rather than an occasional breakdown.

As a loyal customer who enjoys visiting your stores with my family, this is disappointing. Consistently arriving at the store only to be told that ice cream is unavailable reflects poorly on the systems, maintenance processes, and customer communication at this outlet.

I sincerely hope KFC will take this matter seriously and investigate the ongoing issue at the Gateway store. Reliable service and transparent communication with customers are essential, and I believe improvements are necessary to prevent further disappointment.

I would appreciate feedback on what actions will be taken to resolve this matter.