I Went to the Red Box.

I had a promo code for a free Redbox DVD rental, but I had some trouble using it. So I accessed Redbox’s “Live Help.” The following is the conversation I had with Tina.

Me: I rented a DVD but I didn’t find a place to enter my promo code…?

Tina: I apologize for the inconvenience, don’t worry let me help you.  Are you using the app?

Me: No – I rented a DVD already. I couldn’t find anywhere at the box to enter my promo code. I am now home, on a desktop computer.

Tina: You can see that option on the checkout page. ‘USE PROMO CODE”

Me: I didn’t see that option…? Now I have a video, and I don’t know what to do.

Tina: What browser are you using?

Me: I already GOT THE DVD. I was using the Red Box. I am using Chrome now, if it matters.

Tina: I see. Can you try deleting your browsing history and clear cache and cookies?

Me: I don’t think you understand my issue. I HAVE ALREADY RENTED THE DVD. I DID IT AT THE RED BOX. I AM NOT USING MY COMPUTER FOR ANYTHING EXCEPT TALKING TO YOU. Why on earth would I clear my cache and cookies? I WANTED TO USE A PROMO CODE TO RENT A DVD AT THE BOX. I couldn’t find where to ENTER the promo code. I DIDN’T DO ANYTHING ON MY COMPUTER! Do you actually understand my issue?

Tina: I apologize, I thought you are using the website. So you rented it at the box or reservation?

Me: At the box. I drove to the box and picked up a movie. I didn’t see an option to use my promo code. I got the DVD anyway and came home.

Tina: So basically you reserved it online right? You won’t be able to use the code at the box once the transaction went through. 

Me: NO, I DIDN’T RESERVE IT ONLINE. I WENT TO THE RED BOX. I wanted to use the code AT the box. I didn’t see an option to use the code. Is there any way you can help me to use my code for this rental?

Tina: The box could have issues, the reason why you have not seen that option. I know this was really inconvenient, is there anything I can do to make it up to you?

Me: Yes. It would be really great if you could use my promo code for this rental, so that I get the free video that I am supposed to get.

Tina: I apologize, we don’t have the option to add the code once the rental went through. How about offering you a code for the charge would that work for you?

Me: I don’t know what that means, ‘code for the charge.’

Tina: To cover the charge, I will be giving you another code.

Me: And what will I do with that code?

Tina: This is a free rental. This is valid for 45 days. You can use this online.

Me: So I have to rent another DVD, I will not be able to use the code at the box again, and I can’t get the free video I was supposed to get. The reason I rented from Redbox today was because I had a code for a free DVD. Having another code for another video isn’t going to help with this particular situation.

Tina: I totally understand. No worries let me refund the charge for you.

Me: That would be awesome. Do you want my promo code?

Tina: No it’s okay, thank you.

The next day, I got a bill for the rental: $2.12. I think I’ll just pay it.

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