Redbox: An informal brand case study

In a previous post, I indicated that Redbox was an irresistible brand. I want to prove my point further in this post. Below is an email correspondence I had with Redbox concerning an unplayable disc. I rented a movie and halfway through watching it, the picture went ballistic on me. As a result, I was unable to finish the movie.

A few things worth noting...

• As you'll read in my online inquiry, I didn't ask Redbox to compensate me in any way.
• Redbox explicitly states a response time of 24 - 48 hours for web inquiries (suffice it to say, their response time was lightning fast)
•  There were no grammatical gaffes or typos in Redbox's communication.

If you're a Redbox customer, I'd like to hear about your experiences (good or bad). Thanks for sharing!

...Original correspondence starts below...


Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.

Subject
Unplayable Disc
Discussion Thread
Response Via Email (JessicaO)	06/11/2013 04:44 PM
Hi Giovanni! I’m sorry to hear that your Blu-ray Disc didn't play properly. If you haven’t already, please go ahead and return it to any Redbox location. It’s possible that the disc you rented was manufactured after your Blu-ray player. To play new Blu-ray Discs, you may need a firmware or software update from your manufacturer. We encourage you to check the manufacturer’s website or call its technical support team to find out if you need an update, and if so, how to get it. To apologize for the inconvenience and cover the cost of the rental, I’d like to give you some promo codes good for a free one-day rental of any Blu-ray Disc or DVD of your choice, or a discount on a one-day game rental. The codes can be used online or at the box and are valid for 45 days from today's date. Only one code can be used per transaction. Here they are: XXXXXXXX XXXXXXXX To use a promo code at the box, touch the PROMO CODE button when you get to the checkout screen. You’ll still be asked to swipe your card to cover any additional days you hold on to your disc. You won’t be billed for your first rental day, but you’ll see an authorization hold that’ll drop off of your account in 5-7 business days. To use a promo code online or on the mobile app, click the “Use Credits or Promo Code” box on the checkout page, then select “Use Online Promo Code.” You won’t be billed for your first rental day, but you’ll see an authorization hold that’ll drop off of your account in 5-7 business days. If you have any more questions, please contact us at 1.866.REDBOX3 (1.866.733.2693). Thanks! Redbox Customer Care 1.866.REDBOX3 www.redbox.com
Customer By Web Form (Giovanni Ella)	06/11/2013 04:30 PM
I rented Broken City and it played fine for the first half, but I was unable to watch the other half of the movie because it wouldn't play (even after cleaning)...the images got pixilated and distorted. Anyway, thought you should know. Keep up the great service!
Question Reference #130611-003143
Date Created:  06/11/2013 04:30 PM Last Updated:  06/11/2013 04:44 PM Status:  Solved Credit Card Last 4 Digits:  XXXX What can we help you with?:  Unplayable Disc Rental Location ZIP Code:  XXXXX We are here to assist you with:  DVD/Blu Ray/Games Rental