Does anyone still work at RED?

[Michael "Dorkman" Scott]

I placed an order for two RED drives back in mid-October.

Asked for some information as to when the drives might be arriving. No response.

Saw that the pricing that had been charged to me -- the full amount for the drives, no less -- was not taking into account the Board of Equalization tax exemption, and asked if that would be applied at the time of shipping. No response.

Sent a message to my Bomb Squad rep, Nick Miller. No response.

Called Nick, several times. Never at his desk. Left several messages. No response.

Last week I managed to get through to the front desk and they transferred me to I don't even know who, who informed me that the drives had just come into stock and I should be getting an email about the shipping within 3-5 days. That was Monday and I have received no email, not even one to inform me that the shipping has been delayed (not that I was ever given a proper timeline in the first place!).

So I call today, hoping to get an update, and there is no one home. No Bomb Squad rep, no orders department, not even an operator to direct my call to someone available.

Meanwhile I'm down two grand and have no drives for my camera (my drives were stolen and I am trying to replace them under my insurance) and I can't get any information as to the status of my order.

Since it's apparently easier to get their attention here than at their actual headquarters, I post this in the hopes that I can get some kind of information regarding the situation.

 

[Brent Carter]

Yes. I just called our operator from my cell and then to Nick and got them both.

BC

 

[Brian B]

If you are ever wondering about the status of a back ordered item please feel free to get in contact with me at brianb-at-red-dot-com and i will help you out. I am handling back order fulfillment here at RED and can answer those questions for you.

-Brian

 

[Milan Spasic]

I also have a drive on order and have been corresponding with Brian B. (backorder manager) who's been quite helpful and have been giving me prompt updates on shipping.

They are currently putting the drives through the QC stage, the last step before the shipping.....

edit: I guess Brian beat me to it.

 

[Michael "Dorkman" Scott]

Thank you, Brian. I appreciate the clarification as to where to direct my inquries.

I did eventually get Nick on the phone (after three more tries) and got something of an update. My experience with RED outside of this particular order has been very smooth and painless and I would like very much to have that trend continue.

 

[Brent Carter]

Our goal is to have it continue. From Jim on down the line, we are very focused on customer experience. Note that after holidays and weekends, we sometimes will have longer response times as we get caught up but we should always be caught up that business day. As I have stated in other threads, if you have reached out to us for support and we have not gotten back to you within one business day, please do not hesitate to PM or email me (brent - at - red - dot - com). Main line is 949.206.7900...

Thanks, BC

 

[Michael Hastings]

How do we check the status of our order/account?

How do we check the status of our order/account?

I think I have seen this somewhere on REDUSER before but can't find it now and didn't see anything obvious (or not obvious) on the RED.com site or the store.

I ordered a few battery plates a couple weeks ago - there wasn't any indicatiion of backorer but I haven't gotten them.

How do we check the status of our order/account?

 

[Brian B]

Hi Michael, it looks like Nick (your bomb squad rep) got them invoiced yesterday. Email me at BRIANB-at-RED-dot-com if you didn't receive confirmation.

-Brian