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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 :)

3 years or a thousand hour warranty

Elsie N

Elsie N

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...whichever comes first.

Would that resonate as fair to all customers? Some of us use our cameras constantly while others of us not so much. Should low hour users subsidize those who use their cameras the most?
 
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I like the idea of this sort of warranty. But, I'm also interested to know the practicals - are there parts of these cameras that are more vulnerable simply to the passing of time than actual physical use? I can't think of any that would, but then again I'm not an electronics/imaging engineer.

Also, what is the current warranty for RED ONE? The "Standard Warranty" on their site seems to point at one year - is there a reason we think it would extend to three on Epic?
 
Only reason for extending it to three years on Epic is to show confidence in the camera. Advertising a 3 year warranty says to customers that RED believes in their product so much that they are willing to stand behind it for that amount of time. The thousand hour provision would cover them for those who do a lifetime of shooting in a short time.

If the Epic is like the R-1, I can't see anything that would degrade over time alone. The R-1 is built like a tank.
 
Anyone know what the warranty period is on the Alexa?
 
Please stop prodding. Our warranty will be the same as a RED ONE. If another camera has a more appealing price/performance/warranty/upgrade/service/responsiveness program... that's what I would buy.

Jim
 
Jannard said:
Please stop prodding. Our warranty will be the same as a RED ONE. If another camera has a more appealing price/performance/warranty/upgrade/service/responsiveness program... that's what I would buy.

Jim
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Very fair.

And for what its worth, everything I have read or heard of RED's customer service has been extremely positive.
 
Yah I like to think warrantees are like contracts, only as good as the people backing them ... no matter what you have in writing.

I've never seen a sizable company more fair or personally committed to it's customers, so I highly doubt Epic warrantees ever being much of an issue.
 
Jannard said:
Please stop prodding. Our warranty will be the same as a RED ONE. If another camera has a more appealing price/performance/warranty/upgrade/service/responsiveness program... that's what I would buy.

Jim
Click to expand...

There he goes again - the freaking' owner of a major technology company is talking straight to the customers about - this time it's the warranty. Live online. No waiting for press releases, no "newletters". Nowhere else does this happen. Now where did I leave that spare 10k for a full-on fixed kit lying around?
 
DCC Erickson said:
There he goes again - the freaking' owner of a major technology company is talking straight to the customers about - this time it's the warranty. Live online. No waiting for press releases, no "newletters". Nowhere else does this happen. Now where did I leave that spare 10k for a full-on fixed kit lying around?
Click to expand...

SERIOUSLY! That's what I think every time I read a post by anyone from the RED team.
 
RED's warranty and customer service

RED's warranty and customer service

I don't post as much as I probably should - but once in a while I read something and feel the need - this topic is one of them.

I've been wanting to post something in thanks to Red for about a year now, but haven't known how to, because I don't want to set up some expectations of others that RED is "obligated" to do similar for them, because they did it for me...but when I hear complaints about RED's warranty or customer service, I feel compelled to share.

My camera went back to RED at near the 2 year old mark - ended up having a pinched wire somewhere inside. RED fixed it free of charge, RED offered to overnight me a loaner camera at their expense while repairing it, RED shipped my camera back to me overnight on their dime after the repair . Every time I called into RED, I got a real person on the phone, and they would track down my camera, and let me know where we were at in the diagnosis and repair stages. My camera was "officially" out of warranty - these guys didn't have to help me out like they did - but they did - and I am extremely grateful. I'm a wildlife schmo - no awards, no big credentials - a nobody in the film world - but I wouldn't think such when talking with the RED folks - they treat me like I'm one of their most important customers.

This is just one of the many examples where RED has shined through with customer service for me. My purchase of a RED One was the single largest investment I've ever made in my life - I'll admit, I was quite concerned with how things would go down the road - a new camera company, would they be around for customer support, would their camera stand up in the field, would they stand behind it. I didn't need to worry, they've proved themselves time and time again.

Personally, I don't care if RED's warranty is 30 days or 3 years - they stand behind what they build, they treat you right, and are overly generous. Take care of them - don't take advantage of them - and I'm sure it will continue. This is a belated "thank you" RED - and I hope it doesn't cause you any trouble because you went above and beyond for me... I'm grateful!
 
Isaac Babcock said:
I don't post as much as I probably should - but once in a while I read something and feel the need - this topic is one of them.

I've been wanting to post something in thanks to Red for about a year now, but haven't known how to, because I don't want to set up some expectations of others that RED is "obligated" to do similar for them, because they did it for me...but when I hear complaints about RED's warranty or customer service, I feel compelled to share.

My camera went back to RED at near the 2 year old mark - ended up having a pinched wire somewhere inside. RED fixed it free of charge, RED offered to overnight me a loaner camera at their expense while repairing it, RED shipped my camera back to me overnight on their dime after the repair . Every time I called into RED, I got a real person on the phone, and they would track down my camera, and let me know where we were at in the diagnosis and repair stages. My camera was "officially" out of warranty - these guys didn't have to help me out like they did - but they did - and I am extremely grateful. I'm a wildlife schmo - no awards, no big credentials - a nobody in the film world - but I wouldn't think such when talking with the RED folks - they treat me like I'm one of their most important customers.

This is just one of the many examples where RED has shined through with customer service for me. My purchase of a RED One was the single largest investment I've ever made in my life - I'll admit, I was quite concerned with how things would go down the road - a new camera company, would they be around for customer support, would their camera stand up in the field, would they stand behind it. I didn't need to worry, they've proved themselves time and time again.

Personally, I don't care if RED's warranty is 30 days or 3 years - they stand behind what they build, they treat you right, and are overly generous. Take care of them - don't take advantage of them - and I'm sure it will continue. This is a belated "thank you" RED - and I hope it doesn't cause you any trouble because you went above and beyond for me... I'm grateful!
Click to expand...

Jim, you probably get lots of these ... but this is worthy of being framed and in one of the hallways at Red somewhere. My minimal experience with customer service at the store went the same way ... truly exemplary.
 
REDs a fair company I think, stripped screws, issues with the camera etc. after warranty so forth as said above...

They don't need a 3 year warranty to prove the worth of the camera,

My RED One is pretty damn good and if the warranty is a year or two years it doesn't make a difference to me personally and I don't think it affects many as their cameras are still running perfectly even after the two year warranty has gone off
 
Everytime I hear about RED Support I think about this...
http://xkcd.com/806/
...except it's not a dream at the end :)
 
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