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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 :)

A bit strange first experience with RED... Not good!

Audy Erel

Audy Erel

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Hello RED!

I'm Audy Erel (Erlanda) from Indonesia. I ordered and fully paid for a custom package of RED Scarlet-W with the old pricing last month (7 April 2017) via a dealer in neighboring country (AV8 Media, Singapore), and finally last week (May 3rd) they said all of my items are ready for collection (after a slight delay due to Jetpack Expander and the Canon Lens Mount backlog) so I arrange my flight to get the camera package immediately and also have arranged extended accommodation in excitement in hope to explore the country with my new camera.

By the time I arrived at their office the camera was a bit different from what I ordered, it came in a carrying case with a DSMC2 Base Expander attached. Which I didn't order both of them. So they had to disassemble the unit according to my order and put a Jetpack Expander on it at the table (S-W #002794). I kind of worried that unit was not meant for me because they said I need to carry the brain without a box, because the carrying case isn't mine! Isn't a brand new camera should come in their box? OK, maybe I could just put the brain in my luggage?

Then after they remove the base expander and assembled the unit with my accessories (Jetpack Expander) and about to do the test with their lens, the camera had a big problem... there is no image and menu GUI on the screen!

They did all things necessary to remedy the problem but the problem still persist! So they said they will need to do some checking routine (or "RMA"?) and it surely will take time. So basically it's a brand new camera and need to be repaired?

So here I am now at the hotel abroad without my camera for the next 4 days without anything to do because the plan to explore the country with the camera has failed.

How could they get a wrong package for me in the first place? Was that a new unit they tried to gave me (S-W #002794) or does RED do refurbish?

Thank you.

Regards,
Audy Erel
+6281285322277
audyerel@me.com
 
Last edited:
Let me see if I can answer some of your questions.


Audy Erel said:
I kind of worried that unit was not meant for me because they said I need to carry the brain without a box, because the carrying case isn't mine! Isn't a brand new camera should come in their box?

...

How could they get a wrong package for me in the first place?
Click to expand...




That Scarlet-W may have been sent as part of a Scarlet-W Base IO V-lock package, which was available last year, and came with the S-W, Base Expander, the RED 4.7" display, and the carrying case. Perhaps someone cancelled their order for that package. To get your your camera sooner, they could take that camera brain, put a Jetpack expander on the back, and call it yours. This would explain why they would not give you the $400USD carrying case, and why there was not a standard shipping box to go with your brain.





Audy Erel said:
Was that a new unit they tried to gave me (S-W #002794) or does RED do refurbish?
Click to expand...

A new unit. RED does not sell refurbished (battle tested) Scarlet-Ws to end-users. If they have a refurb unit, I imagine it is likely used as a demo/loaner camera, or sent to a university.



As for the Scarlet-W not booting up, it could be a couple of things:

If it doesn't boot at all = RMA to RED

If it doesn't boot with Jetpack expander, but does boot with Base Expander = Faulty Jetpack expander

If it boots up, but displays no image on the touch display = Touch display mounted incorrectly, faulty touch display, or the side POGO mount is not enabled.

Hope you are taken care of soon! Do not hesitate to reach out to RED to get some extra help.

-A
 
Alexander Thomson said:
Let me see if I can answer some of your questions.
Click to expand...

Thanks for replying Alexander!

Upon closer examination I remember that the 'new' unit seems like to had some markings faded (the stripes at the SSD slot) as if so many fingers have touched them (maybe they had slided the card in and out many times).. I was hoping to do the unboxing ritual though, to get that brand new product feelings..

I've sent email to RED asking for a direct clarification as I feel this experience with their dealer is somewhat substandard.

Regards,
Audy Erel
 
Stacey Spears said:
If you ordered just a brain, then you may get a box. If you ordered a kit, then you may get a carry case. I received the case myself.
Click to expand...

Hi Stacey!
Thanks for chiming in.

I ordered the brain only (standard OLPF) with customized accessories: Jetpack Expander, 4.7" monitor, DSMC Battery Belt, AC adapter, DSMC2 Outrigger handle and the essentials (120GB Mini Mag, Card Reader, Canon Mount)..

I wonder where my brain's box go...
 
Hi Audy

I got my Epic-W from them late last year. they have been very helpful with getting me up and running with my setup and the local RED lady too. She works for RED not AV8 and is based in SG.
Talk to her if you feel something is off, but I was pleased with service from AV8.

regards
will
 
Will Kalla said:
Hi Audy

I got my Epic-W from them late last year. they have been very helpful with getting me up and running with my setup and the local RED lady too. She works for RED not AV8 and is based in SG.
Talk to her if you feel something is off, but I was pleased with service from AV8.

regards
will
Click to expand...

Hi Will!

Glad to hear that from you, yes AV8 has been nice to me and I think this incident is just a one-in-a-million thing that won't happen again in the future.
The RED lady had also called me and she was a very kind person. They offered me a loaner camera as I will have paying client expecting a RED on set next week.. But due to practicality reason I refuse to take the offer.

Maybe I'll be back to Singapore to collect the camera when 'Broadcast Asia' will be held, as maybe there will be guys and gals from RED that might bring the new unit directly from USA.
I hope they don't forget the brain box this time or just simply give me that carrying case :)

See you in Broadcast Asia?
 
I remember the first time I opened my Epic package. I was sooooooo happy and foolish. Pretty much the emotions a kid goes through when a new toy arrives... All of that rushed back to me.

I'm sorry you missed that opportunity.
 
Tom Van said:
I remember the first time I opened my Epic package. I was sooooooo happy and foolish. Pretty much the emotions a kid goes through when a new toy arrives... All of that rushed back to me.

I'm sorry you missed that opportunity.
Click to expand...

THIS!
Yeah I was hoping to get that priceless 'unboxing a brand new toy' experience he he.. *sobs*
 
Audy Erel said:
It's from a dealer.. RED representative is currently looking into this matter right now.
Click to expand...

thats probably the explanation right there. If the gear came from a dealer, RED cant really be held responsible over whatever shenanigans they get up to with your order.
You should definitely take this up with the dealer directly as well.
 
Dominik Muench said:
thats probably the explanation right there. If the gear came from a dealer, RED cant really be held responsible over whatever shenanigans they get up to with your order.
You should definitely take this up with the dealer directly as well.
Click to expand...

Yes Dominik, lessons learned.. Next time I will order directly from RED so I can be sure everything is top notch!
 
Ok, I'll stop here for now until there is a real update about my camera.. don't want to pester anyone but please RED at least let me know something so I could make adjustments with my clients because I already have 3 projects starting Wednesday next week and I really want to use my camera :(
 
FINALLY there is news about my camera. Yippie! I will fly to Singapore next Tuesday to pick up the replacement unit. So excited!! :D
 
Sounds like your seller doesn't have very good business procedures, they should have tested everything and made sure it was all good to go before you got there. It's frustrating when people don't take better care of their clients
 
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