According to Redbox founding partner Michael DeLazzer, the concept for the company’s DVD vending machines sprang from a frustrating night spent at a Blockbuster video store.
DeLazzer’s interesting commentary on Redbox’s inception can be found here. Here are a few highlights:
The idea for a better video rental option came while standing in a 20-person deep line at a local Blockbuster staffed with apathetic employees.
“Being the hot-headed Italian that I am, I yelled out, ‘Help! I’m trapped in a Blockbuster.’ . . . Putting a company’s most precious resource — customers — in the hands of the most unmotivated employees possible has to be a recipe for disaster,”
While at an airport, DeLazzer noticed that an “In Motion” DVD rental kiosk with too many employees had very few rentals.
“A vending machine was the obvious solution,”
McDonald’s executives were ready to pass on DeLazzer’s Redbox prototype, which had had numerous mechanical issues, when a last-minute demonstration finally showed the machine’s potential.
“So I told these guys, ‘If we can do this in 24 hours, there’s nothing stopping us from dominating the market. If you decide not to go with us, it’s your decision.
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‘ And they blinked. Twenty-four hours later, we were working on a contract.
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”
(via istockanalyst)
The article is written as if Redbox has solved the “long line” issue, which I know is not the case. Who enjoys waiting in line in a McDonald’s store or outside in inclement weather? And in defense of the video store employee, I’ve received good to excellent customer service a majority of the time. It seems apparent that the video vending machine was conceived under pretenses.
Blockbuster sucks! In response to Craig, blockbuster and “used to be” numerous other video store have long carried the reputation of HORRIBLE customer service! I was in a blockbuster on friday, and the dvd had a 0.99 price sticker on it, and the retard counter employee told me that it was the wrong price, and ripped the sticker off in front of me, and replaced it with a 2.99 sticker and looked up at me with a grin, and asked if i still wanted it! so craig sir, do not try to sell anyone here about the so called excellent customer service at the video store! those experiences people have always had and will continue to have is why blockbuster is now where it is, at the end of the line! and thank goodness! if you don’t want to wait in the redbox line, THEN DON’T! rent online, go down the block! but REDBOX ROCKS! it kicks the video store’s behind! and yours too from the sound of it! redbox is the new, modern revolutionary way of renting dvds! thank goodness it is here! THANK YOU REDBOX AND INSIDE REDBOX!!!!!!!!!!!!!!!!!!
Well, c’mon now. How many BB’s have been shut down recently? About 5 of every 6? So do you think the video store employee that is about to lose their job cares about the parent company or how you feel?
Really?
Martin, i’m with you dude! BB’s “New” pricing structure is a complete and utter joke. Why can’t they just rent their catalog titles like Family Video does and rent them for $1 each or 2 for $1? I would NEVER pay $2.99 for a catalog title. If that idiot would’ve ripped off the cheaper sticker and replaced it with a $2.99 one, I would’ve told that clown where to “Stick” his rental!
Wish there was a way that those who are returning a rental, or renting with a reservation, could avoid having to wait while other people are browsing.
I hate waiting, while someone browses for 15 minutes trying to find a movie to rent. I do all my browing online then I find the RB that has it, and I go get it. But no I always have to wait while someone is just browsing :(
Lousy customer service is exactly why I quit going to Blockbuster. Wish they’d die already.
I’ve never stood in a line at a brick & mortar video store. They usually had 2-3 employees working, which sped things up a lot!
I’ve ALWAYS had to stand in line to rent or return movies from Redbox. Apparently Redbox’s founding partner has no clue what he’s talking about.
Almost every time I go to BB or Family Video I stand in line. My town has several RB kiosks and I have only had to wait in line ONE time to return a DVD. What i’m wondering is how many RB kiosks some of these towns where you folks are waiting in line actually have. My town has 7-8 kiosks.
Current evidence proves you’re completely wrong mike. redbox kiosks are popping up on every corner, meanwhile, blockbuster store are closing on every street……..so who has no clue? it is clearly obvious that blockbuster has no clue how to treat customers. and the fools who believe they do, are more moronic than the ridiculous “video store clerk”. point proven.
Thank you, Mike!!
I repeat, thank you, Mike!!
I have been reading reports from Redbox execs for months now, and have been wondering what planet these people live on. I have heard that Redbox is the future of video rental, streaming will never gain more than 28% of all video market share and other comments that not only sound self-dilusional, but also unsubstantiated. At first, RB seemed like a fun way to grab a movie on the fly, but the returning of said movie is an entirely different dilemma. First, one must have a plan, not a loosely conceived one mind you, but an ironclad, well thought out plan. Execution must be precise, and timing is of the essence. We scout a location, syncronize watches, wait for an opening, pounce upon opportunity, rush for the slot and pray for successful delivery before a “browser” foils our efforts and leaves us in sweaty, disappointed failure. All this hyperbole is of course for effect, but sometimes it is very frustrating to stand there for what seems an eternity, just to return something I could have streamed from the comfort of my recliner. My prediction: Redbox will go the way of the 8-track, DAT, VCR (some of you may need to Google these) and any other item that requires effort on the part of the individual. Good luck Redbox, we’ll see you in the Smithsonian. (which is a museum for those of you Googling 8-track)
Bruce, you’re missing the point here. Not everyone out there, myself included, has super fast, lightning speed internet, which hampers my ability to watch streaming titles. I’m sure i’m not the only one on this site that has the exact same problem with NF streaming. Also, just wait until more folks start streaming…the streaming will get even slower than it is now. I’m all for physical media. No worrying about the dreaded retrieving bar popping up, and no worry about wasting two hours watching an hour and a half movie. Streaming has a long way to go, including incorporating 5.1 surround sound, not to mention subtitles and/or closed captioning.
I was so excited about redbox when it came out…and actually had thoughts of a machine that is similar to it before it even came out. So Kudos to them for making it happen! At first it was great! I loved it! And then I started getting a little frustrated at having to come the very next day to return it.(just my frugal nature) BUT…now I have to say, Im getting HIGHLY irritated at redbox. EVERY disc I have got in the last few months have been scratched and disturbingly gross. God knows what kind of bacteria and viruses are all over them! My 1 wish would be that they have people go through the machines regularly and sanitize the discs and remove scratched ones. The appeal of getting “free” rentals due to disc flaws goes out the window, when your replacements are scratched and unviewable as well!
Amber, if you get a “Gross” DVD, just take it home and spray it down with some Windex and wipe it off with a wash cloth. It won’t hurt it one bit. I rarely if ever have to do this with Redbox rentals. However, rentals I get from Netflix, BB By Mail, and the Public Library I ALWAYS have to break out the Windex and wash cloth combo. In fact, last week I got a BB By Mail title that was covered in dust.
Douche bag says “what”?
Redbox Rocks! Blockbuster SUCKS! not all the counter clerks who rip off stickers are worthless people. just most of them. blockbuster is famously closing more store everyday. redbox is putting my kiosks on nearly every corner! redbox customer service is awsome! blockbuster BLOWS! i have never had a problem with scratched dvds. and i’ve never waited in a redbox line longer than a couple of minutes. blockbuster is the video store that should have die years ago. redbox is the new wave of the future! go Redbox! when blockbuster finally goes up in flames I will be there to help it along! Thank you Redbox for your AWSOMENESS !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Very nice post and right to the point. I don’t know if this is really the best place to ask but do you folks have any thoughts on where to get some professional writers? Thanks :)