Support of RED equipment (repair)

[TomDannenberg]

Hi!

As far as I know the only European distributor of RED is in the UK.

What happens if RED equipment gets broken. Have it to be shipped to the UK or are there other official "repair stations" in Europe?

What is the average duration from receicing, repairing and re-shipping?
I know, this depends on what has happend to the cam, but I would like to know if it takes months or so.


Tom

 

[Brent Carter]

Currently, if you have a repair issue in EU, we recommend sending to RED EUROPE LTD, yes.

Yes, of course depends on what the issue is, but it is certainly not an average turnaround time of months. We get most repairs out the door well within a week of receiving the gear.

BC

 

[Tony Lorentzen]

Does that include repair of the RED Pro Primes and lenses in general? I have been waiting for almost a year and a half (since I got my RPPs) to get more information on service and support for my lenses - and still nothing. That's just not good enough guys.

 

[Brent Carter]

Sorry you feel that way, Tony. We have been working quite hard on this side of the business. Why don't you email me at brent - at - red - dot - com with what information you are looking for so I can update where I can?

BC

 

[Tony Lorentzen]

Brent - why would you want to keep this information off the board? I think this kind of information should be kept in the open and shared with everyone who has bought the RED Pro Primes. It is absolutely critical - especially for those of us who bought the RPPs outside the US that we can have the lenses repaired and serviced without having to send them across the pond every time. The RED Pro Primes give exceptional value for money but if I have to send them to the US every time then that value is just slowly fading away and I might as well buy another brand of glass that I can get serviced locally.

I've even heard of lens tech companies in the US that are unable to buy spare parts from you guys and it really puzzles me why that is?

 

[Brent Carter]

I am not keeping "information off the board", just offering to discuss further with you. When there is something that I/we can announce formally, we will. Until then, rest assured that we are working on it and we plan on doing it right - instead of rushing into something. Even if that plan is "just not good enough" for some people.

So, until we have something additional to say, that's it for now.

BC

 

[Philippe Van Horebeek]

we plan on doing it right - instead of rushing into something. Even if that plan is "just not good enough" for some people.

So, until we have something additional to say, that's it for now.

BC

Does this mean that service on RPPs is non-existent at this moment ?

 

[Brent Carter]

Does this mean that service on RPPs is non-existent at this moment ?

No, we service them through our US office.

BC

 

[Tony Lorentzen]

I am not keeping "information off the board", just offering to discuss further with you. When there is something that I/we can announce formally, we will. Until then, rest assured that we are working on it and we plan on doing it right - instead of rushing into something. Even if that plan is "just not good enough" for some people.

So, until we have something additional to say, that's it for now.

BC

As inexpensive as the RPPs might be in relation to other lenses - they are still a very expensive product that I expect better support for internationally - especially since it's been shipping for more than a year and a half. I don't want you guys to rush into anything, but more than a year and a half can't exactly be characterized as rushing it. I would have hoped is was at least possible to buy spare parts so everyone can have their lenses serviced locally - especially after the warranty period has ended. I know you guys are busy building new cameras and other products, but I'm just expressing my feelings as a faithful customer.

Best

Tony