Redbox Chat – Customer Service Lost in Translation

 KathyaE: Hi my name is KathyaE, please give me one moment while I review your question.

 Ryan G: ok

 KathyaE: Thank you for waiting, Ryan. Sorry to hear that you were unable to use your credit. I will be glad to look into this for you.

It started out great, but went downhill rather quickly.

Background

A few weeks back I rented a movie at Redbox. I was looking forward to it because it had been on my “Watch List” for a little while and I am a history guy so I enjoy historical movies. I was looking forward to getting the “Monuments Men” Blu-ray home and devouring copious amounts of popcorn. When I got home and put the disc into the DVD player, things seemed fine. The commercials on the disc played normally, but for some reason the previews for upcoming movies were not playing correctly. Only the background tracks (music and sounds) for the previews were playing and not the voice track. Weird, I thought to myself. But then another commercial and all seemed well. However, when the actual movie began playing the sound did the exact same thing as the previews. No voices, just muffled noise, somewhere the equivalent of the Charlie Brown parents in the cartoons. I was disappointed. But, I knew that there would be a fix for it. I would rent another one, but I didn’t exactly want to pay for it again. So, I logged into my Redbox account on my computer and reported the issue with the disc. I, relatively promptly, got a response that I would have a credit issued to my account for my next rental. Great! I thought to myself again. I was just gonna have to wait till I had time to rent it again. I returned my defective DVD the next day.

The Rental

Two weeks after the original rental of “Monuments Men” I found myself outside the store in front of the Redbox again. I had time to look and I knew there was a credit waiting for me. So, I browsed and discovered there was a copy of the video I wanted available so I chose it. I got the “check out” screen and pushed the “credits” button. At this point, I assumed it was looking up my account and for the credit I had available to me. No such luck. It came back with a message saying something to the effect of “No available credits found.” Hmmmm….was my thought. That is odd. I haven’t used it yet, and I am pretty sure my wife hasn’t used it. So, I put in my billing zip and swiped my card, expecting to see along the way a message that said, “You have a credit available. Would you like to use it? Yes or no?” No where along the way did I see that. Only a message that said my receipt will be sent to my email address. Oh, maybe they just don’t bill me and credit me on the transaction. I’ll just check my email when I get home. When I go home I opened the computer and checked my email. I had been charged for my Blu-ray DVD rental. This was a little unexpected. However, I was anxious to watch the movie so I decided to deal with the following day. The movie is good, by the way. However, it is a tad slow so you have to really enjoy the subject of WWII and know the timeline to enjoy the movie.

The Chat

As you saw above, it started out well. At least normal, what you would expect, a friendly greeting and all.

 Ryan G: Thanks. I was at the kiosk and pushed the credit button but it said there were none available. I can home and looked because I knew it hadn’t been used yet. So, I got charged again.

 KathyaE: I have located a transaction for a rental made at the box for Monuments Men with the card ending in XXXX.

 Ryan G: Yes, just tonight.

 KathyaE: I show that that card is not saved to an online account, there for if credits were available they would not be accessible.

 Ryan G: So, in order to use a credit there has to be a credit card on file?

 KathyaE: That is correct.

 Ryan G: That seems a bit odd since all you have to do is pay at the kiosk. There would be no reason to have a card on file.

 KathyaE: Credits are added to your account, if there is no card on file there is no way to add credits to your account.

Here is things went sideways. I understood what she was saying and I really don’t fault her for the policies she has no control over. That being said, my account on Redbox clearly showed that there was a credit waiting in my account and I DIDN’T have a credit card saved to my account. When I logged into my account I was immediately shown that I had a credit waiting for me (see upper right hand corner of the picture below – a red circle with a white one in it – there is a red arrow pointing to it) and also on the account page it showed that I had credit available to me (see bottom left hand corner – there is a red arrow pointing to that).

Notice two red arrows pointing to areas that show my account has credit.

Notice two red arrows pointing to areas that show my account has credit.

So, the website shows that I have a credit and the kiosk clearly knows who I am once I have entered my billing zip and swiped my card because it always brings up, for my approval, the correct email address associated with my account to which the receipt will be emailed.

 KathyaE: If you had a card on file and credits were added and you still have credits available on your card I would recommend saving your card to your account so you can then use them. As you have already checkout out there is no way to apply any discount to your transaction, I do apologize. Is there anything else I can help you with today?

She must not be really looking at my account or she would be able to see that there is a credit already there, I have no card on file, and what really needs to be done is for an option to be added so that customers who have credits get the option to use it before being billed. Instead, she gives me an answer that doesn’t match the situation and then tries to hurry me along and end the chat. I try to explain why there is no card on file and why I don’t think it is necessary to enter one since they can already identify which account is being accessed at the kiosk.

 Ryan G: Nope. Perhaps there is a better way to add credits then. If you know who I am by putting in my billing zip code and then swiping my card, how does having a card on file help? There are security issues with having it on file.

 Ryan G: I also have a user name and log in to use this online account, so you must know who I am without having to put in a card number.

 Ryan G: I don’t reserve them online.

Then I get the standard “We’ll pass it along to the appropriate department” answer.

 KathyaE: Your thoughts will be passed along to the appropriate team here at Redbox but as of now it goes as I have previously mentioned. Have I answered all of your questions today?

 Ryan G: Yep

AND the “We’re done talking now” response with a quick disconnection.

 KathyaE: Thank you for chatting with us at Redbox. Have a great day!

 KathyaE has disconnected.

The part that really bothers me here is that I wasn’t asking for more credit. I wasn’t being unreasonable about how their website/kiosk worked, just pointing out that what she told me and what was shown didn’t jive. I wasn’t demanding to take command of the mothership. I wasn’t even rude. However, I feel as though I was treated this way because she thought I was doing all of the above mentioned things…

The Conclusion

Admittedly, I didn’t expect to get much help from Redbox chat. I didn’t expect to be listened to. I don’t expect that my suggestions will be passed along to the appropriate department (‘cuz they won’t be), but what I do expect is that I am treated with respect as the customer and that was something that wasn’t given. Instead, I was brushed off like dirty knees after kneeling at the beach. Next time I need to talk to a Redbox, I’ll talk to the brick wall next to it because it ought to be just as helpful.

Also, this experience hasn’t kept me from renting more movies from the Redbox. In fact, we have rented quite a few. However, we don’t usually rent that many there. We generally wait for the codes they send out via text or email  for a free one or an occasional rent one/get one offer. And, yes, I did put information for my card onto the website long enough to use my free credit, but then I took my card information right back out again.

Tell me about some of your customer service related encounters/problems in the comments section so we can commiserate together. Some day, maybe some day, customer serve will be king again. Until then, good luck and keep your head down!

2 comments

  1. I had put a instead DVD in the red box in Walmart machine in Owatonna Minnesota and I have no way of getting it it out I need to get it back to instead DVD the are changing me for rhe dvd plz help me

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