If the manager doesn't want to help, call the district manager. Not sure about where you are, but here they have the district manager name and number listed on the board behind the counter (right next to where the new releases are listed). A long time ago I had a problem when one of the discs I rented got stuck in my player (back then they were around $400 for the cheap ones). Come to find out it was one of those black strips they put on their discs at one time. It came off the disc and knackered my player. After talking with the manager and getting nowhere, I called the district manager. My player was replaced by Blockbuster and I got 10 free rentals.
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