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  • Hey all, just changed over the backend after 15 years I figured time to give it a bit of an update, its probably gonna be a bit weird for most of you and i am sure there is a few bugs to work out but it should kinda work the same as before... hopefully :)

New problem...

Jannard

Jannard

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Houston, we have a problem.

There were many reservation holders that hadn't taken delivery of their RED ONE cameras. At NAB we got a huge number that decided (all of a sudden) to take them. Since we are obligated to deliver when a reservation holder "is ready" it has put us in a delivery bind. We had not expected such a rush of older reservation holders.

What it means is that many, who have just sent in their payment, have to wait a bit until we catch up. This is painful. We say a camera is ready, someone sends us the money, then they have to wait. We don't like this anymore than you do. Please be patient as we will catch up quickly. If this is unacceptable to you, we will gladly refund your payment until we can ship.

Brent and Kelly are trying their best to sift through this issue and we expect that this is a momentary blip on the screen because of NAB...

Jim
 
As always, if you have any questions, concerns, or just want to yell at someone, PM me...email me (brent@red.com)...call me (949.206.7900). I will do my best (as will Kelly) to get you answers, to address the concerns, or to just hear you out.

BC
 
I think this issue has been breached on the forum already last week, so those of it affects have probably already gone through the emotions and have now calmed down. There's not much to do about it but wait,we know you guys are doing your best. I actually wish some of my clients were as understanding as yours.

Actually, I guess your clients can also throw up quite a stink. I remember how this forum got the week of NAB, it's like I was on another planet for a week. I now find myself wondering what all that was about anyway.
 
JJ.

Whats the problem with this? Its about trust and you are honoring your word to your customers. You offer to send money back while we wait it out.

So whats the problem? I see no problem. You say catch up quickly I am sure everyone here who knows you believes you. So get it done. We are with you and glad you are back!

I am one of the culprits being #1365. I suspected a jam on the horizon. Perhaps I as well as others have taken advantage of the patience you and your team have extended by letting us pick it up at our own discretion?

Either way I do appreciate that you extended that option and hope not to contribute to creating this glut that effects others who need their gear ASP.

I can wait and in fact need too. I hope thats still alright with you and with our fellow members of this community. If not then we have to also be flexible and accept perhaps a ratification in the rules. Whatever works best for everyone.

You tried your best to please everyone. Now its our turn to see the big picture and pitch in where we can. Don`t sweat it.

DogDay
 
dogday said:
JJ.

Whats the problem with this? Its about trust and you are honoring your word to your customers. You offer to send money back while we wait it out.

So whats the problem? I see no problem. You say catch up quickly I am sure everyone here who knows you believes you. So get it done. We are with you and glad you are back!

I am one of the culprits being #1365. I suspected a jam on the horizon. Perhaps I as well as others have taken advantage of the patience you and your team have extended by letting us pick it up at our own discretion?

Either way I do appreciate that you extended that option and hope not to contribute to creating this glut that effects others who need their gear ASP.

I can wait and in fact need too. I hope thats still alright with you and with our fellow members of this community. If not then we have to also be flexible and accept perhaps a ratification in the rules. Whatever works best for everyone.

You tried your best to please everyone. Now its our turn to see the big picture and pitch in where we can. Don`t sweat it.

DogDay
Click to expand...

Thanks... we appreciate it.

Jim
 
Eh, this goes on the same list as the following "problems"

"I have too much money"
"I'm just too good looking"
"People like me too much"

Logistical growing pains that are indicative of larger success. Cheers!
 
I'm 1604 so my camera is probably one of those delayed a bit. I'm not worried about it though, its understandable. By the way, I would just like to compliment Robert Hoover (my bomb squad rep) on being EXTREMELY helpful, timely in replying to all my emails, answering every little question, etc.. If that's an indication of the future service, I'll be very happy.
 
Delays are understood. The Red Team has been great. Sounds like everyone is doing the best they can.
However, another month delay since full payment was received (Apr 3rd) via wire is obviously frustrating. Most are trying to be patient and understanding but another busy production season is upon us.
Hope it gets worked out soon for everyone...
 
Robert Hoover is my rep also. He has been great. Quicker replies than I expected and very helpful. Jim, when you get a chance, please give Robert a pat on the back for me. Thanks. Oh, and Jim, hope you enjoyed the Cohiba. It was a very small "thank you", but, heck, what do you get the man that has everything?
 
jim,

i am close over #2000, so according to the old shedule next monday would have been my day, ...
to be honest, i would prefer that red team takes this deep breath now, a very deep one, and even it takes one week more, it seems better to me to start with delivery at a point, that makes sure: after payment camera ships within one week. fill your batteries now over 100%. running at 60-70% will cause more delays in addition as now experienced.
because waiting for first email, waiting, then payment, then waiting and waiting again. that´s more frustrating as now waiting for the first email maybe for one-two weeks longer, but then i can be sure that camera will ship fast and i can plan very much better. from the first email to arriving should be the shortest time possible. i would appreciate if this present delay would lead to this, even, as said, it takes NOW a little bit longer to regenerate and to catch up programm.
it´s a big new experience for all, and both sides, company and customer are working together at this project i never experienced before. there are always very helpful and fast email answers from kelly, jon and others of the team. i really appreciate this.
 
Brian B. has been excellent

Brian B. has been excellent

Just wanted to add that Brian B. has done an excellent job of communicating the situation to me over the past week. He has been equally responsive and accessible via voicemail as well as email. Makes the waiting a lot easier when customer service is class A.

-shooter
 
To Jim: I'm #1582, so I guess this affects me. So just to be clear about this "problem"... it's cool with me. You have always been more then forthcoming and fair.

To those Red Users that chose the option to "pass": :bleh: you also forfeited some "rights"... :whistling: so don't expect to IMMEDIATELY jump to front of the line. :bleh: Because, and correct me if I'm wrong, Red has "30 days to work you back into the queue" to also be fair to the current reservation holders.:sarcasm:

The red team has a logistical balancing act to deal with; so my hats off to all of you.

I'll patiently wait for my turn on getting the ultimate digital cinema camera on this planet: Red #1582 (okay, well... one of the many ultimate digital cinema cameras).
 
is there nobody upgrading to Epic or just taking the Scarlet ?
Im a bit over 4,000 ! hope it is still September ?

We understand you Jim ! A deal is a deal !

Bruno
 
Shawn Nelson said:
Eh, this goes on the same list as the following "problems"

"I have too much money"
"I'm just too good looking"
"People like me too much"
Click to expand...

...problems we got to cope with everyday... LOL you brought it to the point, Shawn! I am one of the affected, but it doesn't bother me. Bomb squad Nate is super-nice and I am personally not a fast guy, but a precise one. And, as an Austrian living in Italy, I have studied patience, unto the ultimate philosophic depths of it.

cheers, Fritz
 
Thanks for the update Jim ! I'm sorry to say that I am one of the ones that messed it up for everybody else. Very sorry !

Just sent my payment through last week. I apologize to those that this has inconvenienced and I want to thank you Jim, and Red for being so understanding with the delay in payment.

Cheers,
Seth.
 
Hi,

So, how does it affect the delivery schedule post by Big Jon on 4/22/08 ? Its still a reference ?

or this post is an explanation for that new schedule ?

thanks
 
Jannard said:
Houston, we have a problem.

There were many reservation holders that hadn't taken delivery of their RED ONE cameras. At NAB we got a huge number that decided (all of a sudden) to take them. Since we are obligated to deliver when a reservation holder "is ready" it has put us in a delivery bind. We had not expected such a rush of older reservation holders.

What it means is that many, who have just sent in their payment, have to wait a bit until we catch up. This is painful. We say a camera is ready, someone sends us the money, then they have to wait. We don't like this anymore than you do. Please be patient as we will catch up quickly. If this is unacceptable to you, we will gladly refund your payment until we can ship.

Brent and Kelly are trying their best to sift through this issue and we expect that this is a momentary blip on the screen because of NAB...

Jim
Click to expand...

OK. Not fun, but I appreciate that you are straight forward on the issue, rather than pushing it bit by bit. Keep up the good work.
 
My camera is late... but I had such a blast at NAB and I'm rejuvinated by that... so I'm happy to continue waiting. I'm in it for the long term anyway as I expect that I will be building my production house exclusively around Red products basically.

I'll just be in touch with someone soon to talk about what extra bits and bobs I still need to add to my order to make sure I've got everything I need to get rolling...

But... Keep at it Jim, and get some sleep too sometime.... :)
 
I went into my local Apple Store the other day to buy some gear, and the bloke who served me was one of the people who is suffering this latest delay. The surprise to me was not the delay, but that you can bump into other Red Users in the high street - in Perth, Australia. Anyway, he didn't seem too bothered. I remember the pain of waiting for the camera, but it's all worthwhile. We've wrapped our feature, and it just looks amazing.

Red being popular is not a problem by any stretch of the imagination, but I send out feelings of solidarity for those who feel the delay.
 
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