Welcome to our community

Be a part of something great, join today!

Log in
  • 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 :)

Phenomenal RED repair service - thankyou

Dan Graetz

Dan Graetz

Well-known member
Joined
Jan 31, 2007
Messages
240
Reaction score
0
Points
16
Location
Brisbane, Australia
Just had the greatest service experience of my short life....

- RED camera died on Tuesday midday after a factory reset - tried everything no response (we are based in Australia).
- Logged a support ticket on red.com
- RED responded within half an hour with troubleshooting (even though it was 9pm their time) - ascertained that the camera needed to be returned - provided Fedex account number
- booked in with Fedex - they arrived within 15 minutes
- got a call from RED this morning (Friday) to say the camera had been fixed (failed power board replaced) and was on it's way back

Thanks to Sean & Brian for a truly unparalleled user experience (no fanboy choc-nosing intended)....
 
Glad you got taken care of.. always good for the troops to hear the good compliments every once in awhile...
 
graetzy said:
Just had the greatest service experience of my short life....

- RED camera died on Tuesday midday after a factory reset - tried everything no response (we are based in Australia).
- Logged a support ticket on red.com
- RED responded within half an hour with troubleshooting (even though it was 9pm their time) - ascertained that the camera needed to be returned - provided Fedex account number
- booked in with Fedex - they arrived within 15 minutes
- got a call from RED this morning (Friday) to say the camera had been fixed (failed power board replaced) and was on it's way back

Thanks to Sean & Brian for a truly unparalleled user experience (no fanboy choc-nosing intended)....
Click to expand...

Wow! Impressive, indeed.
 
THATS WAS COOL.
Very reassuring.
 
I had almost the same experience.
Except that it took twice as long to get all german custom isssues lined up, as RED to repair my camera. In the process I learned that "warranty repair" translates to "Passive Veredelung" in german. A most bizarre term.

Jochen
 
Josch said:
I had almost the same experience.
Except that it took twice as long to get all german custom isssues lined up, as RED to repair my camera. In the process I learned that "warranty repair" translates to "Passive Veredelung" in german. A most bizarre term.

Jochen
Click to expand...

"Passive Veredelung"= something like "passive tuning" or "upgrade". The german customs is insane. I´ve once heard of an incidence where some german guy with a defect oldtimer car went to switzerland to get it repaired (it was the only place where it could be done). So when he wanted to come back to germany the customs demanded the full VAT and import tax of that car since it gained a 100% increase in value through the repair...that guy had to find a bank somewhere in the area that could hand him 25.000 euro or so...insanity to it`s maximum. Germany is getting more and more frightening.
 
Josch said:
I had almost the same experience.
Except that it took twice as long to get all german custom isssues lined up, as RED to repair my camera. In the process I learned that "warranty repair" translates to "Passive Veredelung" in german. A most bizarre term.

Jochen
Click to expand...

Jochen,

Did you have to do a temp export procedure in order to send the camera back for repair outside of the EU?

The last time we sent back a camera to Red the French customs charged us again the VAT and custom fees on the return as if it was a new camera. They said that without a temp export procedure they had to do that. And for info this procedure needs to be done before sending back the camera, takes almost a week and cost a little more than 200$.

Anybody with similar experience?
 
Yes, exactly. I went through the whole charade (and you need the help of professional shippers for that - its impossible to do it on your own if your IQ is this side of 200).
And on the way back FedEx still paid the full VAT + customs - and billed it to me of course.
So I had to fill out a "Abtretungserklärung" for FedEx that sort of waived my rights to the customs re-paying the money, so that FedEx could get the money back that I haven´t paid yet and never will, so FedEx does not have to charge me and ........

I´m getting tired just thinking about it....

Why isn´t Red based in Germany, Munich just like the other good camera manufacturer?

;-)

Jochen
 
RED repair are awesome.
They always respond quickly and efficiently, and have fixed all the glitches that have occurred within a day or too. I wish other manufacturers had the same policy. :construction:
 
Equal to some and better than most industry standard repair service.
Good work


Mike Brennan
 
I hope that RED will be able to handle the hordes of Scarlets in the same way they treat their current RED customers.

An EU RED center will be desperately needed by the time Scarlet\Epic are released.
 
Wish I could say the same... malfunctioning camera on it's third day - no solution from Red.

Nick.
 
My experience was similar. I had a problem with the Flash Module, I sent an email at night. Next day it was all taken care of. It was quick, personal and efficient.

I just wanted to thank Justin, Kelly and those who are behind the scenes making this service happen.
 
You must log in or register to reply here.
Back
Top