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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 :)

Difficulties contacting RED about the sensor upgrade

Thanks for the tip Sander, however it is still difficult to get in touch with a real person. I get voice mails, but it is hard to leave phone numbers due to the time difference ( 9 hours). I tried accounting now, hope they will get back to me.
 
Any updates on progress regarding MX upgrades? Are you guys back in full swing?
 
No offense in the lease bit, but this makes me wonder how in the world RED is going to handle the army of Scarlet in terms of support...
 
I did send an email to Nick at RED regarding the MX/RED Rocket™ bundle and did receive
a response only a few hours later so I imagine RED is effectively addressing the earlier issues.
My camera is 1825 so I'm not in the latest upgrade group.

Brian Timmons
britim-media
 
Tyler Lambert said:
No offense in the lease bit, but this makes me wonder how in the world RED is going to handle the army of Scarlet in terms of support...
Click to expand...

Let's look at the facts here. The M-X upgrade was originally just going to be the sensor upgrade - then we added on bundle of Rocket plus M-X. Then we added on being able to get bundle - but with wrinkle of Rocket now, M-X later. So, EVERY single RED ONE owner can contact us NOW to get the Rocket in advance. So, spike contact volume there.

Oh, and then the sensor kicks a** so people are taking us up on the upgrade offer at an even higher rate than we originally thought. That is a good thing - but it means more contacts.

Then we had a part availability issue. So, not only was Nick getting "normal" calls and emails, but also updates since upgrades slipped behind due to the part. So, again, more contacts.

As I stated on the first page in this thread:

Brent@RED said:
We are actively recruiting for additional resources on this program. But, frankly, we are very picky with recruiting only and consider rock stars for ANY role at RED. In the meantime, email is the best way to get ahold of Nick so he can reply to emails in order received. If he is answering calls his whole shift, then he never gets to emails.

We know he is slammed. We know he needs more help because the M-X sensor is that damn good. We are working on it.
Click to expand...

Kelly is in an interview with three candidates as we speak. Hopefully the above tells you the "why" and "how we are working on it". To compare this to a program we have been preparing for for months and months like SCARLET is apples and oranges.

BC
 
Tyler Lambert said:
No offense in the lease bit, but this makes me wonder how in the world RED is going to handle the army of Scarlet in terms of support...
Click to expand...

once you have a red product you will see how georgous the support really is when your ass in on fire, seriously have no doubt.
 
The quality of the products is not my inherent issue as some of you are suggesting. Its the available support to the seemingly endless line of people waiting for the Scarlet.
 
And I'm not the only one suggesting this, Tyler Ginter suggests this in a podcast interview.
 
Tyler Lambert said:
The quality of the products is not my inherent issue as some of you are suggesting. Its the available support to the seemingly endless line of people waiting for the Scarlet.
Click to expand...

the mistake was on my part, i am not talking about products i am talking about the brent, dan, alan save your ass support.
 
Nevermind, if you're saying what I think you are saying, then you are completely missing the point.

No matter though, nobody seems to be getting it. Is there really only one other person who believes what I do?
 
Tyler Lambert said:
Nevermind, if you're saying what I think you are saying, then you are completely missing the point.

No matter though, nobody seems to be getting it. Is there really only one other person who believes what I do?
Click to expand...

once you are a red customer you will know what we talk about.
think of it this way, you`re not giving a broken cam to the sales guy who is sending it to the factory anyway, instead you send it back directly and you build a relationship with your own red employee who is in my case dan duran and who rocks the world to help if needed.
 
My mistake....i got in touch with my rep...and got an email hours later..
That's fast considering the time difference! Brilliant!
 
Brent@RED said:
Let's look at the facts here. The M-X upgrade was originally just going to be the sensor upgrade - then we added on bundle of Rocket plus M-X. Then we added on being able to get bundle - but with wrinkle of Rocket now, M-X later. So, EVERY single RED ONE owner can contact us NOW to get the Rocket in advance. So, spike contact volume there.

Oh, and then the sensor kicks a** so people are taking us up on the upgrade offer at an even higher rate than we originally thought. That is a good thing - but it means more contacts.

Then we had a part availability issue. So, not only was Nick getting "normal" calls and emails, but also updates since upgrades slipped behind due to the part. So, again, more contacts.

As I stated on the first page in this thread:



Kelly is in an interview with three candidates as we speak. Hopefully the above tells you the "why" and "how we are working on it". To compare this to a program we have been preparing for for months and months like SCARLET is apples and oranges.

BC
Click to expand...


Hey... RED should have a telethon with celebrity DP's taking calls and credit card numbers!

" ello.... Pete ah Jackson here.... would you like the rocket and MX upgrade or just the upgrade..... "
 
once you are a red customer you will know what we talk about.
Click to expand...

While that day will come, I'll let the other Scarlet users testify, like I said, I'm not the only fish in the bowl for my statements. Once again, I'm not trying to be derogatory, just realistic.

RED's service is unparalleled
Click to expand...

When its available, remember that. For the short amount of time that I have been here, I've seen more complaints about promises not kept, contact difficulty and many others that I do not care to list.

I believe you are the one that does not "get it".
Click to expand...

Only time will tell, so lets not try to predict that ahead of time. I was only saying that most of you were not getting the fact that I was concerned about available support, not the quality of the products, which some seemed to be tying into my statement somehow (they might not have read my post thoroughly).

Best to all.
 
Tyler Lambert said:
When its available, remember that. For the short amount of time that I have been here, I've seen more complaints about promises not kept, contact difficulty and many others that I do not care to list.
Click to expand...

Really? We have thousands of cameras in the field and a very high percentage of owners are complaining about the above? You are certainly entitled to your opinions and predictions of future poor service. I just cannot agree that history on this board supports you from a quantitative standpoint.

Why don't you give me a call so we can chat about it? 949.206.7900 - I will be in the office between 8 and 830am PT tomorrow. Or, if you'd care to list those complaints and difficulties (links form here on REDUSER would be great), feel free to send them to brent - at - red - dot - com. If I or someone from RED did not address them at the time, I will address them for you. Deal?

BC
 
Brent@RED said:
Really? We have thousands of cameras in the field and a very high percentage of owners are complaining about the above? You are certainly entitled to your opinions and predictions of future poor service. I just cannot agree that history on this board supports you from a quantitative standpoint.

Why don't you give me a call so we can chat about it? 949.206.7900 - I will be in the office between 8 and 830am PT tomorrow. Or, if you'd care to list those complaints and difficulties (links form here on REDUSER would be great), feel free to send them to brent - at - red - dot - com. If I or someone from RED did not address them at the time, I will address them for you. Deal?

BC
Click to expand...

I think that's the ballsiest thing I've ever seen posted on a forum. . . ever.

I'm totally going to bring this up next time I'm teaching. . . this is a PERFECT example of why RED is winning. . .

/me votes Brent for President
 
Really? We have thousands of cameras in the field and a very high percentage of owners are complaining about the above? You are certainly entitled to your opinions and predictions of future poor service. I just cannot agree that history on this board supports you from a quantitative standpoint.

Why don't you give me a call so we can chat about it? 949.206.7900 - I will be in the office between 8 and 830am PT tomorrow. Or, if you'd care to list those complaints and difficulties (links form here on REDUSER would be great), feel free to send them to brent - at - red - dot - com. If I or someone from RED did not address them at the time, I will address them for you. Deal?

BC
Click to expand...

Actually, I might take you up on your offer if you don't mind, I know that you guys are pretty busy, but if I can find time tomorrow, I might call (if not, Friday might be better for me).
 
I spoke too soon, tomorrow doesn't actually work. What days are you in that are OK for me to call?

By the way, sorry if I kind of hi-jacked the thread!
 
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