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Complaint on Red order

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Nasim Mansurov

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Good afternoon,

Just wanted to share my horrible experience with placing a Red order.

We placed an order for a Red One system on March 17, 2010 for $36K in total, after being promised that a unit would be shipped within 3-4 weeks maximum. We planned our production team based on this timeline, after being fed with promises that everything would be shipped as planned.

We received three boxes from Red in three weeks and no information was given that the order is incomplete by our account rep. Since the filming was supposed to take place in Iran, we shipped everything there. When the production crew assembled the unit, they told us that a hard drive and an LCD unit was missing. I called the account rep and told him about the problem, after which he indicated that both the hard drive and the LCD unit were on backorder with no certain ETA. He recommended to purchase the Red CF cards in the meantime, which we did, thinking that we could use them. When the CF cards arrived, the film crew said that although there were CF card slots in the system, they could not use them because it was not connected and other cables were missing. Gladly, I got contacted by Red at the time and they indicated that they had a hard drive they could ship to us in the beginning of May. We received the drive on May 3rd and immediately shipped it to the production team. Now they are telling us that a cable for the drive is missing!

Is this some kind of joke? What is wrong with the people at Red? This is absolutely ridiculous and our production team is walking away from us at this point, because everything including the crew are ready to film on the 13th and we cannot start filming because parts are still missing from the order?

I have been emailing Red back and forth ever since we placed the order and I am frustrated with the fact that my account rep does not ever pick up his phone and every time when I leave a message does not even bother to call me back.

Is this the type of service we should expect with a $36K order? I have dealt with all kinds of companies in the past and I have never dealt with people that are so incompetent. This is absolutely ridiculous and unacceptable, given how much money and time we have wasted on the Red product.


Sincerely,
Nasim Mansurov
 
Hello Nasim,

I would be happy to look into this situation more. Can you please email me at kelly - at - red - dot - com with your camera serial number?

Thanks,
Kelly
 
Perfect - I am looking into the situation now. I will email you back shortly.
 
RED Drives do not come with cables.

Just don't get the RED LCD shipped directly to Iran. I'm not sure it will make it through customs since it comes with a Noga arm (aka Israeli arm).
 
Curran Giddens said:
RED Drives do not come with cables.

Just don't get the RED LCD shipped directly to Iran. I'm not sure it will make it through customs since it comes with a Noga arm (aka Israeli arm).
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You're joking, right? Besides - I'm pretty sure the arms are not actual Noga arms but made by RED.
 
Hey, what about the sanction issues? When I shipped camera equipment to Iran I had to get a special waiver from the US government. And I was bringing them back...
 
Tony Lorentzen said:
You're joking, right? Besides - I'm pretty sure the arms are not actual Noga arms but made by RED.
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No joke. I remember another user posting here last year saying their entire order got held up because of that one line on the customs form.

Origin of manufacture: Israel

And this wasn't even shipped to Iran. It was another Middle Eastern country.
 
Yeah, a lot of those countries are pretty sensitive about those issues. In Syria, you are not even supposed to use the word Israel. It is supposed to be referred to as the "Zionist Entity" and I'm guessing Noga would probably not make a special run labeled "Made in the Zionist Entity." There are limits, even in branding and marketing...
 
ALEXA is made in Germany...and it may ship earlier than the promised. Professionalism costs its price.
 
Code:
Nasim Mansurov said:
Good afternoon,

J
Code: 
ust wanted to share my horrible experience with placing a Red order.

Hi Nasim,

We also placed an order ($47K) on April 29th and RED people told us about backordered drive and LCD and of corse there is no EVF. But after we payed they told us that suddenly there ware no Base Production pack and that was changed after we placed deposit and payed an order!! How it is possible? Camera is inoperable because we can't put batteries, follow focus or matte box. After 3 weeks estimated date for shipping is still the same. And we also moved beginning of production of our movie.
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Vladimir, you also can contact Kelly for assistance. But, yes, our inventory is fluid. We certainly do our best to inform people every step of the way if there are backorder issues. But sometimes, between the time the order is finalized, money is in transit, and order processing beginning, we get backordered on some additional gear (and come off of backorder on other gear in that meantime).

Thanks for your understanding,
BC
 
Nasim Mansurov said:
This is not only your experience. it is with my friend as well. Red never bothered to answer on time and there is no concern towards their customers. They always mention "We reserve the right to refuse service to anyone with a bad attitude", :nads:but themselves are having bad attitude.
Even today in their site "The Red one is no longer on backorder and is available for at once purchase'':dupe:. What kind of Bussiness tactics it is?.while selling a product how can you say you got body and have no head, tail and all.
Hope they change their attitude.
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Moderaters...Please! Can somebody ban this AJEY guy?? I am all for free speech but I am also a business owner .... and in real life the customer is NOT always right..You can simply not please all the people all the time... Particularly if they are NOT a customer. This guy seems to not understand what the word "backorder" means... and says that if he can not get a full red package from red right now he's going to go buy an Alexa....please go do that.. and stop ranting about a company experiencing growing pains and leave us happy RED users alone.
 
There is no need to ban someone just because they are disgruntled. Red has been around for SEVERAL YEARS now and can not STILL be refered to as a company having "growing pains." It's all grown up moving onto their second generation camera systems which are continuously advancing the camera world. It is ran by many people who DO HAVE a ton of experience selling/manufacturing goods as well.

They are very communicative with us when it comes to new features and improvements. All Ajey is saying is that type of communication should also be done by the customer service representatives. So you need to stop complaining about other people complaining.
 
Adam S said:
There is no need to ban someone just because they are disgruntled.

They are very communicative with us when it comes to new features and improvements. All Ajey is saying is that type of communication should also be done by the customer service representatives. So you need to stop complaining about other people complaining.
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Thanks Adam..
 
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