I must say I'm actually disappointed with my first purchasing experience with Red.

[Lau Ho Ming]

I'm a BT Red One buyer. I'm not a big customer for the Red Company who order multiple Epic-M.
I order my BT Red One on 2Nov. Let's not talk about 2-3 weeks promise being broken it's not a really big deal after all.
I bought a Red One. I need media to record it and I need to buy some. So I decided to buy a pack of 4x48GB SSD. Instead of 2x64GB SSD.
Because I don't see I will own an Epic next 2 years or the people who own Epic will need to borrow my cards.

So I need to make sure the 48GB SSD actually works with Red One.
I research in forum and there are people from Red team claiming it will work with the current Beta firmware.

"Hello,
Thank you for contacting RED SUPPORT.
In order to use the 48GB REDMAGs with our RED ONE camera you will need to be running Beta firmware version 32.0.2. Found on our website here, https://www.red.com/downloads/502a96ce17ef023df2000213."

-Adam"

Then I reach my Bomb Squad rep on 6Nov asking whether the 48GB SSD will work with the Red One MX. This was his response.

"Yes, the 48GB SSD can run on the Red One without issue."

So I decided to purchase the 4x48GB SSD Pack.
And the SSD arrived I opened the package for inspection but the Red One is still yet to ship after 5 weeks waiting.

And then people in the forum claiming that the 48GB SSD did not work with the Red One MX camera even with the current Beta firmware 32.0.2
I emailed my Bomb Squad rep about the 48GB SSD thing he said I need to wait for a new build of firmware for Red One MX in order for the 48GB SSD to work.
But there's no estimated time of when it will be released. WTF? Now I have 4 SSD cards that didn't work with the camera I purchased.

"I have been speaking with our support team regarding when the firmware build for the 48GB SSD cards will be available and was told that there is currently no estimate as to when that will take place." That was what he said.

He suggested me to go through all the trouble of sending my SSD back to USA. Waiting for you busy guys to process for unknown length of time to refund my SSD. And then buy some 64GB SSD and wait for them to ship again...
And the main point is that I may have to charge for restocking fee because I opened the package. Here is the problem. It is not me who not satisfy with the SSD or decided to change my mind. It is you guys who sent me a product that didn't work at all.
At the moment I'm typing this. Red.com still claiming that the 48GB is compatible with Red One.

And my rep said there's a chance for restocking fee since the package was opened.So I may risk losing at least USD600 if I send it back to Red. And I don't know when you guys would finally release the firmware to support 48GB SSD if I keep them.
Could you tell me what should I do?

Ideally, I would like to wait for the new firmware for 48GB SSD. Because I don't want to go through all the trouble of returning it back to you and waiting for Red to process and purchase back the 64GB cards not to mention I may charged for 30% restocking fee which is very unreasonable for my situation. But it is a very big problem if I need to wait for a firmware with unknown release date.
So could you at the very least tell us when will we be able to use the 48GB SSD on the Red One?

Thanks,
Ming.

 

[Keegan@Netflix]

Ming,

Your Rep was stating policy based on the terms and conditions of sale however we do take things into consideration. If you would like to discuss your issues with me directly please email me at michaelk-at-red-dot-com.

In regards to the firmware there is to many variables during a release for us to be able to give a date, we test, we test it more we give our customers a chance to test then we release.

Best Regards,

Keegan

I'm a BT Red One buyer. I'm not a big customer for the Red Company who order multiple Epic-M.
I order my BT Red One on 2Nov. Let's not talk about 2-3 weeks promise being broken it's not a really big deal after all.
I bought a Red One. I need media to record it and I need to buy some. So I decided to buy a pack of 4x48GB SSD. Instead of 2x64GB SSD.
Because I don't see I will own an Epic next 2 years or the people who own Epic will need to borrow my cards.

So I need to make sure the 48GB SSD actually works with Red One.
I research in forum and there are people from Red team claiming it will work with the current Beta firmware.

"Hello,
Thank you for contacting RED SUPPORT.
In order to use the 48GB REDMAGs with our RED ONE camera you will need to be running Beta firmware version 32.0.2. Found on our website here, https://www.red.com/downloads/502a96ce17ef023df2000213."

-Adam"

Then I reach my Bomb Squad rep on 6Nov asking whether the 48GB SSD will work with the Red One MX. This was his response.

"Yes, the 48GB SSD can run on the Red One without issue."

So I decided to purchase the 4x48GB SSD Pack.
And the SSD arrived I opened the package for inspection but the Red One is still yet to ship after 5 weeks waiting.

And then people in the forum claiming that the 48GB SSD did not work with the Red One MX camera even with the current Beta firmware 32.0.2
I emailed my Bomb Squad rep about the 48GB SSD thing he said I need to wait for a new build of firmware for Red One MX in order for the 48GB SSD to work.
But there's no estimated time of when it will be released. WTF? Now I have 4 SSD cards that didn't work with the camera I purchased.

"I have been speaking with our support team regarding when the firmware build for the 48GB SSD cards will be available and was told that there is currently no estimate as to when that will take place." That was what he said.

He suggested me to go through all the trouble of sending my SSD back to USA. Waiting for you busy guys to process for unknown length of time to refund my SSD. And then buy some 64GB SSD and wait for them to ship again...
And the main point is that I may have to charge for restocking fee because I opened the package. Here is the problem. It is not me who not satisfy with the SSD or decided to change my mind. It is you guys who sent me a product that didn't work at all.
At the moment I'm typing this. Red.com still claiming that the 48GB is compatible with Red One.

And my rep said there's a chance for restocking fee since the package was opened.So I may risk losing at least USD600 if I send it back to Red. And I don't know when you guys would finally release the firmware to support 48GB SSD if I keep them.
Could you tell me what should I do?

Ideally, I would like to wait for the new firmware for 48GB SSD. Because I don't want to go through all the trouble of returning it back to you and waiting for Red to process and purchase back the 64GB cards not to mention I may charged for 30% restocking fee which is very unreasonable for my situation. But it is a very big problem if I need to wait for a firmware with unknown release date.
So could you at the very least tell us when will we be able to use the 48GB SSD on the Red One?

Thanks,
Ming.

 

[Björn Benckert]

I'm a BT Red One buyer. I'm not a big customer for the Red Company who order multiple Epic-M.
I order my BT Red One on 2Nov. Let's not talk about 2-3 weeks promise being broken it's not a really big deal after all.
I bought a Red One. I need media to record it and I need to buy some. So I decided to buy a pack of 4x48GB SSD. Instead of 2x64GB SSD.
Because I don't see I will own an Epic next 2 years or the people who own Epic will need to borrow my cards.

So I need to make sure the 48GB SSD actually works with Red One.
I research in forum and there are people from Red team claiming it will work with the current Beta firmware.

"Hello,
Thank you for contacting RED SUPPORT.
In order to use the 48GB REDMAGs with our RED ONE camera you will need to be running Beta firmware version 32.0.2. Found on our website here, https://www.red.com/downloads/502a96ce17ef023df2000213."

-Adam"

Then I reach my Bomb Squad rep on 6Nov asking whether the 48GB SSD will work with the Red One MX. This was his response.

"Yes, the 48GB SSD can run on the Red One without issue."

So I decided to purchase the 4x48GB SSD Pack.
And the SSD arrived I opened the package for inspection but the Red One is still yet to ship after 5 weeks waiting.

And then people in the forum claiming that the 48GB SSD did not work with the Red One MX camera even with the current Beta firmware 32.0.2
I emailed my Bomb Squad rep about the 48GB SSD thing he said I need to wait for a new build of firmware for Red One MX in order for the 48GB SSD to work.
But there's no estimated time of when it will be released. WTF? Now I have 4 SSD cards that didn't work with the camera I purchased.

"I have been speaking with our support team regarding when the firmware build for the 48GB SSD cards will be available and was told that there is currently no estimate as to when that will take place." That was what he said.

He suggested me to go through all the trouble of sending my SSD back to USA. Waiting for you busy guys to process for unknown length of time to refund my SSD. And then buy some 64GB SSD and wait for them to ship again...
And the main point is that I may have to charge for restocking fee because I opened the package. Here is the problem. It is not me who not satisfy with the SSD or decided to change my mind. It is you guys who sent me a product that didn't work at all.
At the moment I'm typing this. Red.com still claiming that the 48GB is compatible with Red One.

And my rep said there's a chance for restocking fee since the package was opened.So I may risk losing at least USD600 if I send it back to Red. And I don't know when you guys would finally release the firmware to support 48GB SSD if I keep them.
Could you tell me what should I do?

Ideally, I would like to wait for the new firmware for 48GB SSD. Because I don't want to go through all the trouble of returning it back to you and waiting for Red to process and purchase back the 64GB cards not to mention I may charged for 30% restocking fee which is very unreasonable for my situation. But it is a very big problem if I need to wait for a firmware with unknown release date.
So could you at the very least tell us when will we be able to use the 48GB SSD on the Red One?

Thanks,
Ming.

My suggestions:
Do not worry your cards will work and you will get your camera. Be glad that you did not order an epic M those who did waited quite much longer. Red does make a lot of promisses, but the one thats above them all is: "things will change". And compared to other companies red seems to do their best to try to change things for the better.

if you get your camera before you get the upgrade then renting a mag is not much money and the upgrade will probably not take long....

Try to look at it from the bright side, you can probably turn around and sell your REDONE for more money that you paid for it and also imagine if you would have invested in a BM camera instead... well then you probably would have been waiting since... was it february the first people paid? Most still have not got their small ship 2k BM cameras just yet... and BM promised the cameras out this summer.... for just about the same amount of money as you are soon to get your REDONE.

So even with the wrong mags or not you still scored a pretty good deal dont you think?

 

[David Collard]

Red is quite good with fixing software problems, so be patient.
There is always a possibility that the SSD shipped to Red had changed specifications, even just so slightly
and that can change everything. It's happened to me with computer chips in the past.

I'm confident Red is spending the extra time testing your camera thoroughly before they ship it to you.
It's worth the wait and from what I understand the price was fantastic too.
Best wishes with your new Red system.

 

[Lau Ho Ming]

Yes I know it is a pretty good deal. But I believe what I'm asking is actually pretty basic and reasonable. I just want to have a working media for my camera.
I just want a realistic solution now. I want to know when my SSD is going to work. They can just implement a "hotfix" to make the SSD work now.
Because they are already selling the SSD and claiming it is compatible with Red One.

If the SSD is not working as stated. They should not sell it nor they should claim it works.
I and some other people bought the SSD entirely based on what they told us. Yet it turns out it is a lie. Well...

"I do apologize about the 48 GB SSD cards not working with the Red One. When you originally asked if they would work there wasn’t any information that was available to me saying the cards would not work with the camera. This is something that you should have been aware of, and I apologize that you weren’t. It is because of this that we are allowing you to return the SSD cards in order to purchase other ones outside of the normal return timeline."--Jay Winterstein

Am I asking too much?
Why the Red people talk like it is so kind for them to offer me a choice to return it back to Red with the risk of being charged for restocking fee.
Or I have to wait until they release a firmware to make it work maybe someday after 21Dec2012?

I paid USD1840 for 4 little harddisk. Expensive like gold bar. Am I paying not enough to make them deal with us seriously?
I just want it to work as intended. Or I just want to know when it is going to work.
It is clearly Red's MISTAKE for misleading customer into buying a product that didn't work as intended but I don't want to accuse/whine/argue anymore. I want a working solution.
I want to know whether I can return it back without losing a buck. I don't think your restocking Terms and Condition apply because I am asking for Refund due to Red's mistake and false advertising.
Or I need to know when I can have my current SSD work with the camera.

 

[Keegan@Netflix]

Ming,

Unfortunately there is not a “hotfix” for this or we would have done it. I apologize for the mishap and we are working to address the issue through firmware. I also believe your Rep has contacted you about exchanging the cards and RED would streamline the process.

As mentioned in my previous post please contact me and we can address your concerns and come up with a reasonable solution.

I would kindly ask that you not share emails from RED on the forum. Emails from RED are intended only for the person they are sent to and should not be shared with the public.

Best Regards,

Keegan

Yes I know it is a pretty good deal. But I believe what I'm asking is actually pretty basic and reasonable. I just want to have a working media for my camera.
I just want a realistic solution now. I want to know when my SSD is going to work. They can just implement a "hotfix" to make the SSD work now.
Because they are already selling the SSD and claiming it is compatible with Red One.

If the SSD is not working as stated. They should not sell it nor they should claim it works.
I and some other people bought the SSD entirely based on what they told us. Yet it turns out it is a lie. Well...

"I do apologize about the 48 GB SSD cards not working with the Red One. When you originally asked if they would work there wasn’t any information that was available to me saying the cards would not work with the camera. This is something that you should have been aware of, and I apologize that you weren’t. It is because of this that we are allowing you to return the SSD cards in order to purchase other ones outside of the normal return timeline."--Jay Winterstein

Am I asking too much?
Why the Red people talk like it is so kind for them to offer me a choice to return it back to Red with the risk of being charged for restocking fee.
Or I have to wait until they release a firmware to make it work maybe someday after 21Dec2012?

I paid USD1840 for 4 little harddisk. Expensive like gold bar. Am I paying not enough to make them deal with us seriously?
I just want it to work as intended. Or I just want to know when it is going to work.
It is clearly Red's MISTAKE for misleading customer into buying a product that didn't work as intended but I don't want to accuse/whine/argue anymore. I want a working solution.
I want to know whether I can return it back without losing a buck. I don't think your restocking Terms and Condition apply because I am asking for Refund due to Red's mistake and false advertising.
Or I need to know when I can have my current SSD work with the camera.