Redbox Only half of Max Payne 3

So I’ve dusted off good ‘ol BryanSays.com to tell about my rental experience with Redbox and Max Payne 3 for the Xbox 360. I was checking out my local Redbox kiosk last night to see what was available. I went […]

So I’ve dusted off good ‘ol BryanSays.com to tell about my rental experience with Redbox and Max Payne 3 for the Xbox 360. I was checking out my local Redbox kiosk last night to see what was available. I went through the movie selection but nothing struck my fancy. Browsed the games selection and noticed Max Payne 3 available for the Xbox 360. I thought great “Loved the first 2 Max Payne games. This should entertain me for the weekend.” Not knowing I was in for a rude awakening and only get to play half of the game!

So I play the game to a pivotal spot in the story mode when I get the message that reads “Disk Change, Insert Disc 2 to continue.”  I immediately do my best Darth Vader NOOOOOO! impression. I think I sat there for 3 minutes staring at the this screen in disbelief. I went to redbox’s site thinking maybe I just didn’t get the 2nd disc but the review comments proved my worst fear. They only included Disc 1 of the game!

Out of sheer frustration I snap off a picture of the “insert 2nd disc” prompt screen and post it to instagram and subsequently twitter and facebook.

I immediately get responses from the @RedboxCares twitter account:

We have a conversation that goes like this:

So I do as instructed and fire off the following email to Redboxcare@redbox.com:

This is @BryanSays from twitter. I’m very disappointed that you guys only have Disc 1 for Max Payne 3 for the Xbox 360. You don’t know how heart broken I am to only finish 1/2 the game. I feel this was a bad business decision. The only way for me to finish the game is to buy it so Redbox gets no credit for that. On top of that you should see all the negative reviews that’s left on the Max Payne 3 redbox page.  To fix this, why not have the full 2 disc available to rent and they have to be rented at the same time. Yes that means $4 to rent the game per night but it would be worth it.

As it was pointed it to me by the @redboxcares twitter account, the description of the game states you only have Disc 1, many of us (myself included) see you have Max Payne 3, then immediately rent without reading a description. A better solution is a “pop up” similar to what you did for blu-rays stating “By the way, this is only Disc 1 of the game, click OK to continue.” I would have immediately backed up and not rented. Yes a sale is lost but that’s a proper warning in my opinion.
I’ve been a loyal redbox user but this saddens me that someone did not take the extra step to think this process through.

I get a quick response with the following:

Hi Bryan,
Sorry again for the trouble with the game rental.  You bring up some excellent points, and we’ll be sure to pass those along to the Redbox games team.
To apologize for the inconvenience and for the cost, I’d like to give you some promo codes, good for free, one-day rentals of any DVD of your choice, or discounts on one-day video game or Blu-ray rentals. The codes are valid for 45 days from today’s date.
If you have any more questions, please contact us via email.

Thanks!
Social Media Moderator, Customer Support

Now I have to commend Redbox here for their customer service as I’ve said before in the past, their customer service goes above and beyond to help their customers. Getting free codes is nice and all but it still doesn’t change the fact that I won’t be able to finish the game without purchasing it for full retail or use another service like gamefly or <cringe> Blockbuster. Reading an article on TheVerge about the matter, it seems they came to this decision because they felt:

“Since customer feedback has told us that many of our game customers like to test out titles before they buy them, we’ve decided to offer Disc 1 of Max Payne 3 for Xbox 360 so that renters can try it out for a low daily rate.”

That’s great in concept but a better warning needs to be in place besides just putting it in the description. Something similar to their blu-ray warnings could be implemented that reads, “This is only disc 1 of the game and contains half of the story plus multiplayer. Click Yes to continue.” If you have a Play Station 3, count yourself lucky since your game fits on one disc.

The moral of this story is always read the description when renting from redbox cause you may not get what you’re expecting.

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