E-mail Upgrades?

[Michael Gregory]

Jarred,

I flew out to Red in Irvine before I bought my first camera. I thought a Carbon Dragon was rediculous (intended) for a non-professional. I feel in love with your culture. Who names bathroom stalls? In my experience culture is the hardest thing to maintain. Everyone can create it, but keeping it and growing it is another thing entirely. My experiences with your company have been exceptional save this last one. My rep Grant somewhat dismissively told me when I asked about upgrading the side ssd on my carbon dragon to the mini-mag to email "upgrades...". Really? I bought a $50,000 camera body and another $50k in accessories not to mention the scarlet dragon I ordered last week. Is business really that good? I know that everyone at Red works hard but I would KILL one of my people for telling a customer to email.... someone.... somewhere....

I am not bitching, but if this happened in my company I would want to know. Did it escape him that I would have to order memory for both cameras???

Michael

chairman
Apogee Physicians

PS: Tried to PM you but that is full.

 

[Patrick Tresch]

Hello,

I'm not Jarred, and I don't get your point "upgrade...". But probably you could call your bomb rep and solve your problem?

Pat

 

[Dominik Muench]

its a bit confusing, so you spent 100K on film gear but didn't do enough research to know you would have to order memory for the cameras separately ?
Im sure that whatever the problem is, a rep would be more than happy to fix the missunderstanding if you approach them directly and state your issues.

 

[Patrick Tresch]

? But the Mini SSD is not an upgrade. You want to change the recording media to a smaller one.

Pat

 

[Elijah Kelley]

The man has a point.
He spoke to someone and
instead of taking the order or
emailing him an invoice with
the payment instructions, he
was told to "work" for what he asked. People don't
always have time...and as a chairman
of a company, he reached out from one exec
to another to investigate if this was a culture
of a problem that needed "upgrading" or if it was
a rogue event.

 

[Elsie N]

The man has a point.
He spoke to someone and
instead of taking the order or
emailing him an invoice with
the payment instructions, he
was told to "work" for what he asked. People don't
always have time...and as a chairman
of a company, he reached out from one exec
to another to investigate if this was a culture
of a problem that needed "upgrading" or if it was
a rogue event.

I agree. I've personally had excellent service from my rep and he has in the past been helpful in doing an order for me as the OP described.

But sometimes it takes him a day to answer my email or return my phone call which says to me that he is slammed and I suspect that may have been the case with the rep in question. I know I have been short with people in the past when pressed for time, without realizing it.

I do think the rep needs to better know his assigned customers, however. And when a customer such as this one calls, be aware of who he is and react accordingly.

And even though I have two Dragons via RED's early adopter program from my two R-1 days, I don't see myself as being in the same class of customer as the OP who has spent a lot of money to join the RED culture... which has in turn helped pay for the R&D that keeps me able to own cutting edge equipment.

 

[Ulf Krentz]

I think the OP was embarrassed about emailing to "upgrades@" instead of a a dedicated bomb quad. I can understand, but this might be the faster way, as it probably can reach a person in charge of doing this instead of a single person who might not be available at every moment. I sent an email to "orders@" a few days ago and was contacted within hours by Michael Keegan, which was a first class experience. That said, there is no reason to complain about my reps here in Europe as well. I´m sure Mr. Gregory is in good hands.

Cheers, Ulf

 

[Brent Carter]

Michael, sorry if there is any miscommunication here. Your camera is eligible to have the Redmag module be swapped out for the Red mini-mag module at no charge. This is handled through our upgrade team, hence sales directing you to them.

Upgrade team is aware of this thread and you should expect further instructions tomorrow.

Feel free to PM me if you have further questions or if I misunderstood the situation.

 

[Mikael Lubtchansky]

Brent is the new fire chief, always there before it burst, always bringing a serene solution

 

[Brent Carter]

Nah, Jarred will always be the one and only Fire Chief. :thumbsup: