Bomb Squad Changes........

[Keegan@Netflix]

Hi Alex,

I thought McMaster Carr had their own delivery system, I will have our Logistic Team look into PDL Concepts and see if this is something we can offer in the future.

Thank you,

Keegan

I've had packages delivered from McMaster Carr within six hours for less than $5 through PDL Concepts.

I imagine McMaster Carr ships a lot more volume than Red. But if they're only charging $5 it seems like there has got to be some leeway to make it happen.

 

[Alex Kiritz]

It's possible that their website is mostly a lie. It does seems a bit too good to be true. I wouldn't put it past McMaster Carr setting up each of its delivery drivers as independent companies to reduce liability. That would explain some of my interactions with them.

 

[D Anderson]

Michael, Better than same day shipping would be the ability to ADD insurance to the DHL shipping RED arranges. I do not mind paying these costs but having to arrange our own shipping with insurance is a complete pain in the Ahole and slows down a purchase by having the customer involved in shipping arrangements. This would streamline a large purchase for the customer. Thoughts?

 

[Keegan@Netflix]

We did some follow up, PDL brokers the shipment to other delivery services based on location and volume. Not sure if we are OK just handing over gear without knowing who will be arranging it. I will continually look into this to see if there is an option for the future.

It's possible that their website is mostly a lie. It does seems a bit too good to be true. I wouldn't put it past McMaster Carr setting up each of its delivery drivers as independent companies to reduce liability. That would explain some of my interactions with them.

 

[Keegan@Netflix]

Looking into this, understand the concern.

Michael, Better than same day shipping would be the ability to ADD insurance to the DHL shipping RED arranges. I do not mind paying these costs but having to arrange our own shipping with insurance is a complete pain in the Ahole and slows down a purchase by having the customer involved in shipping arrangements. This would streamline a large purchase for the customer. Thoughts?

 

[D Anderson]

Looking into this, understand the concern.

Looking forward to hearing what you can do here. Thanks!

 

[D Anderson]

Just as an interesting follow up on the shipping I just got an informative email from my Rep who says by me adding/arranging shipping & insurance I should expect it to extend processing time by a few extra days. I`m guessing almost everyone opts to arrange insurance on big items?

This means while RED are trying hard to REDUCE shipping times we (the customer) are getting in the way and lengthening it. To do REAL 2 to 3 day shipping we need RED to get us customers out the loop and streamline that process by providing a complete shipping option and not passing arrangements to the customer. Fingers crossed although its probably too late for my first orders.

 

[Keegan@Netflix]

Just wanted to follow up with some more updates.

The past few weeks the Bomb Squad has continued to work with are other cross functional departments to improve the order processing. Now when placing orders through Red.com or through your Bomb Squad Rep we will now be fulfilling orders same day. Once a customer confirms method of payment and funds are received, any in-stock items ordered before 1:00pm PT Monday through Friday will generally ship that same day. In-stock items ordered after that time will generally ship the next business day. Please keep in mind that some items may be subject to extended processing times based on availability, for new customers who purchase a camera they will be subject to a 2-3 business day process for first time orders

At RED, we think we provide some of the best service in the world, but it does not mean we get complacent. We want to keep evolving. For the last 3 months we have been pouring over data to come up with some ways that we can improve the Bomb Squad to increase customer satisfaction and allow us to provide you - the customer - better support.

Over the course of the next three weeks, we will be go through a major overhaul with the Bomb Squad seeing some re-alignment and change in duties. For example, some reps will be transitioning into a new department, some a to new role within the Bomb Squad, etc. This is a complete team effort so if you have open orders or orders in processing don’t worry, your old rep will close things out and make sure the hand off is seamless. This restructure is being done strategically to account the growth of our customers and to allow us to continue a high level of support.

What are some of the major changes? Bomb Squad reps will have a smaller customer list so they are able to assist and support customers at a more personal level without having to juggle a large customer list. This will allow reps to keep customers more informed during product releases, upgrade programs, and any other news or events that occur that we want our RED owners and customers to know about.

On top of supporting customers the Bomb Squad has also been involved in working with other departments to improve efficiencies on order processing. Previously, our stated order processing times for "in stock" items was that it usually shipped in 3-5 business days. We have recently updated that message to 2-3 business days. On top of that, we are working to reduce that even further so that in stock items on orders received early in the day ship same day. Ones late in the day, ship early the next day. Until we systematically hit that level of turnaround, your rep has the authority and ability to expedite shipments to ship same day (assuming in stock and before that business day's shipping cutoff). If you have that urgent need, we will do our best to accommodate.

Others improvements they have been involved on is improving the “My Accounts” section on Red.com, based on customer feedback we are giving the “My Account” section a complete new look. A fresh sheet of paper… Our RED.com team has worked directly with the Bomb Squad to understand what things would be important for you as the customer to utilize as a tool that provides you with more information and control of your RED account.

Lastly, we are also collaborating with our international offices to implement process improvements and increased efficiencies across the board.

We ask for your patience as we work on this transitions and changes. Our goal is to provide the best customer experience that we can. Good enough is never good enough.

Thank you,

Keegan

 

[Samir Patel]

^^ awesome

 

[stu aull]

I got a Cold Call from my now-new RedRep Colin last week. Seriously - right out of the Blue.
Just to introduce himself!
He let me bend his ear for a good 10 minutes - on his dime no less.
Incredible.
As if the amazing/on-going Firmware updates weren't enough.

I love this company.


Stu Aull
SX199
Alaska