Personal touch suffers as robots conquer rental industry

It’s been at least three years since I’ve used it, but my Movie Fan video card is still tucked in my wallet. Sure, stuffed behind three other cards is not prime wallet real estate, but it’s there nonetheless.

Whenever I pull out that hot pink card, thin and laminated with a cartoon octopus emblazoned on the front and my dorm room address scrawled on the back, I’m reminded of my college days at Illinois State.

Lately, however, that card brings to mind the store’s owner. His name escapes me, but I vividly remember his friendly demeanor and expert film advice. I got plenty of recommendations from him and also was saved from renting a few 90-minute wastes-of-my-time. An ISU alumn, he even once worked for the same student newspaper as me, and I loved hearing his tales of editorial debauchery from that bygone area.

Sadly, that level of customer service is all but extinct from movie rentals. The Movie Fan recently closed, as did Blockbuster, the largest rental chain in the country. The new big boys in town are the ubiquitous Redbox and ever-growing Netflix service.

Without irony, I am amazed that we can now pick up the umpteenth Kevin Hart comedy released this year on the way out from buying eggs and prescription medicine at Walgreens. I’m as much a connoisseur of convenience as anyone, but I’m shocked by how quickly we’ve tossed away knowledgeable human service in favor of robotic movie dispensers.

I can’t joke with a RedBox about how terrible any one of Nicolas Cage’s recent movies are. I feel enough pressure to hurry up and select a movie when there are people behind me. And sure, Netflix has an enormous selection, but where are the crude-but-endearing staff-made window signs?

There has been a lot of attention lately on the resurgence of music and bookstores as younger generations discover new appreciations for vinyl records and paper books. I’ve always laughed at the thought of tattooed and bearded urbanites drooling at an original VHS copy of “E.T.” Cassettes, for whatever reason, just don’t carry the same mystique as other outdated formats.

But I’d still love to see the movie store make a comeback. If not for the outdated format, then for the (apparently) outdated customer service.
On that note, I’d like to introduce a new column in the Sun Day while thanking all those who applied for the position.

Starting in this edition, Tom Sansom brings his critical skills to “Reel Time With Tom,” in which he will review a new film every two weeks. We’re beyond excited to have Tom on board as film reviews have been on many a reader’s wish list for a long time.

We think you’ll appreciate Tom’s critiques as much as we did and welcome you to engage him in discussion about movies – what you agree with, disagree with, or any recommendations you have for him.

After all, you won’t be able to talk to a Redbox about this stuff.

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