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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 :)

RED Europe Repair Center

K

Kristin Stewart

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Location
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Hi all,

So, is this center open now ? What is the usual delay to get a repair ? Has anyone got an experience with it ? Bad or good ? Is it possible to expect a pro service in the middle of a feature shooting ?

Thanks !
 
Only upgrades 4 now, i have been told by the bomb squad
 
didn't check another threads, but is it open - even just for upgrades?

thank you,

p.s. (not connected with the thread, just kind of thank you to Brent!)

Brent - thank you for christmas time e-mail with attachment - it worked! :)

filip from poland
 
Will they do the sensor updates when the time comes?
 
Filip, glad I could help :)

Kristin, no, we do not have a firm date.

Giancarlo, good question. I would think it would depend on a lot of timing factors so I could not give a firm yes or no at this time. I would THINK so, but, again, too early to tell.

BC
 
Thanks Brent. I'm starting scheduling a feature for July in France. I'll start looking for a second Red body as security but is it possible to have a direct Red contact for a repair in emergency in case I can't find one (just an open call to all European readers :innocent: please PM me if you have one who could help) ? Last time it was a nightmare : the camera was blocked at the customs 16 days... I know I'm not Soderbergh but a real support from Red this time would be necessary, as there will probably be no repair center in Europe for July. Please don't tell me the only solution would be to send a ticket on the Red website...:sarcasm:
 
Kristin - We provide every RED customer with the same level of support. It is a little disappointing to read that a camera being stuck in customs for 16 days is somehow reflected as "not real support from RED." If you would like to discuss your particular situation further, please email me at brent - at - red - dot - com .

BC
 
Kristin Stewart said:
Thanks Brent. I'm starting scheduling a feature for July in France. I'll start looking for a second Red body as security but is it possible to have a direct Red contact for a repair in emergency in case I can't find one (just an open call to all European readers :innocent: please PM me if you have one who could help) ? Last time it was a nightmare : the camera was blocked at the customs 16 days... I know I'm not Soderbergh but a real support from Red this time would be necessary, as there will probably be no repair center in Europe for July. Please don't tell me the only solution would be to send a ticket on the Red website...:sarcasm:
Click to expand...

Hi,

I have jumped on a plane with equipment & waited for a repair, probably would work with a RED.

Stephen
 
Brent, I didn't want to bash Red, of course : Red did a great job of repair on the camera itself. I'm just saying that there should be different levels of support depending on the situation. If you're in the middle of a shoot, the emergency isn't the same as when you can wait several weeks. If you're renting a Red package from a pro rental company you can obsviously put pressure on them, usually they have several other bodies or/and accessories. The difficulty is to rely on one camera if we don't have enough money to rent a second body just in case. When you're shooting a feature it's reassuring to have a phone number and a name to call in emergency.

For instance, when I bought my HVX200, if the camera is broken during a shoot, the dealer told me that I could have a remplacement camera during the repair (for free): it's nice because you don't have to have everything in double, especially when you don't have a lot of money, just enough for one camera.

I'm pretty sure that some camera owners are in the same situation : if you're a producer/director, when you rent the gear from them, you want to make sure that there is a backup solution in case : so actually it's more reassuring to rent from a company which has at least 2 bodies.

Sure, Stephen, if you have enough money to take a plane to do the repair, that's OK. But in that case you probably have enough money to rent a second Red body.

Things will probably improve with the London center, I just hope it will be fully functional in July...

Please accept my apologies, Brent, if I was too harsh.
 
Kristin: "is it possible to have a direct Red contact for a repair in emergency in case I can't find one"

Feel free to contact me directly if you have any complications we may be able to assist with.

Sean Ruggeri
949-206-7900 ext. 7922
sean@red.com
 
Thanks Sean, I will contact you during preparation.

Just a small note : last may (2008), when we called Fedex to pickup the camera in France for a repair and to send it back to France then, several days later a Fedex manager told us that Fedex doesn't do what they call "temporal expedition (2-way)". So it was indeed considered as an export and an import, with tax problems. Is there another way to send the camera to Red in LA for a repair now ?

Thanks !
 
Hi Kristin,

We have a great shipping manager here that deals directly with Fedex every day. We have revised our process greatly over the last year to ensure things get in and out of customs in a timely manner. If you ever have any questions regarding shipping please email me at bfair - at - red - dot - com and I can help make sure things go more smoothly.
 
Just wanted to add my vote to see the sooner as possible a Red repair and upgrade center in Europe... Thanks for your efforts and understanding

v*
 
Vincent, upgrade part is in place. The evolution to being a repair facility is being worked on.

Kristin, thanks for the clarification.

BC
 
Any pictures of Red Europe?

Has anybody been there for upgrade?
 
may i add something...

may i add something...

for european readers:

PLEASE, do EVERYTHING what is possible to have all possible paper, custom etc. confirmations BEFORE sending the camera to USA for repairing. CHECK IT TWICE!!!!

you need to declare that your camera (or whatever part) is going back and forth.

we did HUGE mistake when sending camera to USA with one shipping company and sending it back with ANOTHER shipping company.

NEVER, NEVER do that. we did it by coincidence, and it was nihgtmare for us!!! someone made small typo - camera number was wrongly typed on one custom declaration, and despite the fact it was correct on 10 other papers including export scanned paper - no luck.

2 weeks of constant fighting with customs, shipping company etc.

if you want to receive your own camera back without the problem and on time - be real (sorry for cruel words) "pain in the ass" BEFORE sending the camera - ask for paper confirmation of EVERYTHING - ask customs, ask shipping company etc, but do that BEFORE sending the camera,

i know this may sound like from Kafka's story, but it may happen also to YOU.

hope not.

all the best with your local customs, the mother of all nightmares:)

filip

p.s. great support from BRENT
 
Nils J. Nesse said:
Any pictures of Red Europe?

Has anybody been there for upgrade?
Click to expand...

The "customer-facing" portion of RED EUROPE is not ready...yet. So, we have only allowed shipping to and from there, no on-site dropoffs.

When that changes, we will let you know here on REDUSER :)

BC
 
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