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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 :)

EPIC M UPGRADE PROGRAM- HAS ANYONE BEEN NOTIFIED

Mine the day before yesterday.
#812M
Cheers
 
Josh Beadle said:
Your RED Service experience is yours alone and shared by few. For those of us who wait in line for an email or a back ordered product it is a different world. The special treatment and access you receive is earned through the $1M+ in purchases and the over the top loyalty you give RED daily. Remember though, the world you live in is not everyone's to enjoy so when some of us express frustration its because our reality is much different than yours. Sometimes shouting the virtues of a service level only you enjoy can cause others to expect the same or just feel bad that they cannot financially afford to have that level of loving and support.
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Is true I do have a substantial investment in RED because I believe in their product and their company's policy and love their customer service, and the people that work at RED, even so I used to know every single on of them in person, and now I don't any more with their numbers in the hundreds, but yet the relationship has remained the same, an absolute great one.

I sure am not at iM+ in RED investment, not yet, but soon, when KETCH ROSSi STUDiOS gets ready to open its doors, will be more then 10 times that... ;)


I say no one should expect such a service as is not common practices, and not just because I'm special, I'm not, just that so happened that things worked out in my favor with the RED team way of really doing always the best they can and go out of their ways to make their customers happy.

I did got few prototypes to test and I'm grateful for it, but I now Pre-Order things as soon as they become available just like any one else, in fact during NAB, I was using their computers to PRE-ORDER what ever peice of new gear was added to the RED Store that I didn't already had PRE-ORDERED at home, and if I'm lucky and I order amongst the first, then I get it first, if not I get it when I get it... ;)


I share my fillings with every one because some times there is too much complaining and some times in reason, moist of the times is not, I don't leave in a special world any more then those that were the early adopters as my self leave in, were we had early numbered R1's that allowed us to get things before the rest, then M8 came about thru the approval of Jim and Jarred, and the special alliance agreement of Steve Gibby and I, which I thank as many times as I can for the opportunity, as M8 did indeed changed my life, EPIC was the camera i have been waiting for my all life, and now I have it, so of course I praise RED, and I'm thankful that RED sees this, but the community should not think I get favoritism as I don't, however if there is something to TEST, I of course always be more then happy to do my howe work on the piece of gear and bring the best info I can to RED and the community.


If others get frustrated, they should stop for a moment and think that I did not get were I am today by entering this community last week, I was here from DAY ONE, transferred form DVX User to RED USER, and I have always done my very best to help this community, even so when I had a garage full of Lights and Gear and I offered to the community's use FOR FREE, always did what I could and always will, but I don't like when people think they DESERVE something just because, I always try to earn what is given, I hope people see it, and RED has been given opportunities to test gear to other members as well, show you are a deserving good member of this community, do good by RED use your RED gear well, and show potential, and RED will see it.


Of course Josh, I'm talking to the community and not to you in direct person with all the above... ;)
 
@Ketch
I have nothing but love and respect for you man. Your constant positive attitude and outpouring of love is a fresh breeze in a sometimes grey world of cynicism. My point is this: You are a RED Team Driver or as close to a factory sponsored guy as RED has - like Bloom is to Kessler or Hurlbut is to Canon. When guy in your position makes a statement like "isn't my Sponsor's customer service awesome?!?!" I would answer: "how would you know" . . . you haven't experienced front-line 800# customer service in years - you have the owner's personal cell number on speed dial . . . and he takes your call.

You are a Brand VIP and get treated as such. I have no idea how it feels to get my Epic-M updated same day (before the program is even announced) you have no idea how I feel having no clue if mine will be updated next week or next year. We have different realities. You deserve every perk you get my friend - RED is a full time passion for you and you are an amazing ambassador for them. I deserve to have a set date when I can expect my number to be called for anything I order or for product updates.

Now for the task of putting myself at the very back of the back-order line and solidly on Jarred's shitlist:
I don't feel it productive to blow smoke up anyone's skirt praising where no praise is due. It is dishonest and doesn't allow the parties to have a productive conversation and resolve problems getting in the way of a balanced relationship. My take on RED customer service: While it seems great strides have been taken this year, it is not world class and not consistent with the quality of their products or with the many other industry related companies I deal with. They ask a great deal of me as a customer and expect absolute loyalty and compliance while giving very little solid information in return. It is a work in progress.

At NAB we got a whole list of things that are coming. To me the success of RED depends on executing on these promises which maybe means less focus on The Future and more on The Boring Tasks of process, procedure and execution excellence. As the 4K market fills in - those who execute at the highest levels of operations for the masses will have the advantage. I have no doubt you will always be taken care of at a first class level - but there's only one of you. There are thousands of us other guys flying coach needing to know, within a day or two, when the plane is going to take off and land so we can plan accordingly.

Peace, Love and Baby Kittens my friend
 
i did not receive any notice or schedule...
But I believe everything will be perfect, it will all work out well.
I am so happy with the incredible sublime images my Epic creates :)
 
brett ogden said:
You started Dvx User(june2007) after Reduser (Jan2007)Right???


http://www.reduser.net/forum/member.php?671-KETCH-ROSSi

http://www.dvxuser.com/V6/member.php?27573-KETCH-ROSSI
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Nope,

I was in DVX user first Brett, not after.

DVX User in 2006, then I moved to REDUSER then I closed DVX User, then I re-opened DVX User... ;)


Josh Beadle said:
@Ketch
I have nothing but love and respect for you man. Your constant positive attitude and outpouring of love is a fresh breeze in a sometimes grey world of cynicism. My point is this: You are a RED Team Driver or as close to a factory sponsored guy as RED has - like Bloom is to Kessler or Hurlbut is to Canon. When guy in your position makes a statement like "isn't my Sponsor's customer service awesome?!?!" I would answer: "how would you know" . . . you haven't experienced front-line 800# customer service in years - you have the owner's personal cell number on speed dial . . . and he takes your call.

You are a Brand VIP and get treated as such. I have no idea how it feels to get my Epic-M updated same day (before the program is even announced) you have no idea how I feel having no clue if mine will be updated next week or next year. We have different realities. You deserve every perk you get my friend - RED is a full time passion for you and you are an amazing ambassador for them. I deserve to have a set date when I can expect my number to be called for anything I order or for product updates.

Now for the task of putting myself at the very back of the back-order line and solidly on Jarred's shitlist:
I don't feel it productive to blow smoke up anyone's skirt praising where no praise is due. It is dishonest and doesn't allow the parties to have a productive conversation and resolve problems getting in the way of a balanced relationship. My take on RED customer service: While it seems great strides have been taken this year, it is not world class and not consistent with the quality of their products or with the many other industry related companies I deal with. They ask a great deal of me as a customer and expect absolute loyalty and compliance while giving very little solid information in return. It is a work in progress.

At NAB we got a whole list of things that are coming. To me the success of RED depends on executing on these promises which maybe means less focus on The Future and more on The Boring Tasks of process, procedure and execution excellence. As the 4K market fills in - those who execute at the highest levels of operations for the masses will have the advantage. I have no doubt you will always be taken care of at a first class level - but there's only one of you. There are thousands of us other guys flying coach needing to know, within a day or two, when the plane is going to take off and land so we can plan accordingly.

Peace, Love and Baby Kittens my friend
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Thanks Josh... ;)


But you make too much of my position with RED, and it is not entirely a correct one, and I am not sponsored by RED<M i have paid for avery single item I ever gotten form RED, even the prototypes, apart form the CANON mount which was a loaner from Jarred that of course I returned, so that others could also use it.

As far as customer service goes, I can of course only speak for my own experience not that of others, and it has been a fantastic one from DAY ONE, were I was no one to RED, just an other customer, fact is that to RED, no one is "JUST AN OTHER CUSTOMER" they take care of their customers like no other company has ever done before, and I do mean "NEVER" so I see it very differently, and my expectations are solidly based on my vast knowledge in this industry and what has been offered and continues to be offered by other companies, which of course "NONE OF THEM HAS A FORUM" were the owner and president of the company comes and gives their time day or night, week days or weekend days like, and also take shit from lots of NONE customers, yet they don't hide.

There are lots of things I see that other don't, I'm very realistic yet I do have big Dreams, but I do understand the limitations and what a company can deliver, and RED has far surpassed them all and continues to do so.

I'm sorry that your experience hasn't been as good as you wanted to be, but again, with now Thousands of customers world wide, it is and will be also not reasonable to expect that a fresh out of the box customer be the same as one that was there when the company wasn't even started as of yet, the service as far as the company's goes will be the same, but not the relationship with the team, got to make that distinction Josh, is not the same.


Again, as far as M8 goes, which btw, it is the EPIC M camera delivered to the second individuals in the world, right after only Offhollywood 6&7, so of course it is going to be with the very first cameras to go to the upgrade program!!

The program had started as announced, just that the emails were getting ready to go out in blast, when at NAB I asked, and I was helped by people of the RED team, which I know for over 6 years now, personally know, so I think that as far as this goes I of course do appreciated and praise them as much as I justly need to do, especially also compelled by the annoying complaining of many year as of lately, and again some justified, do to back orders, most of them just simply a PAIN IN THE REAR, it was not so before this is a recent event were too many newbies don't understand or care to, how things are and how a company tires their absolute very best ot give heads up and announce products before they are done, and give delivery dates which they do based to the best if their manufacturing calculations, yet when shit happens out of their control, and other supplier delay delivery so does RED, and its chaos, were Canon announces a product that a year later I'm still waiting for and no one says nothing to them, why? Because they don't give a shit any ways, and they don't have a forum direct line to the owner and president as REDUSER does.


I am waiting for back ordered items as every one is, I don't have a LEICA M mount, and I ordered the moment when on line, I know for fact i was amongst the absolute first one s to order, and my order is not reflected from when I posted here I did, I just received the Quad Charger, while many had received theirs and had been receiving, other items I have not in my possession, so Josh try and see the points I'm making, as you are not correctly interpreting them.

Give RED a brake, and tell others to do the same, backorder is for every one, some get their items first, some later, there is no escape to that, no matter how you look at it, some one will always be first, some times is me, others is not... ;)
 
Another thread descends into madness.

Emails are going out, the program is underway it seems.

Let's let them do their jobs now folks.
 
I heard back from red-epic upgrade on Friday. 250 notice went out to the first 250 Epic-M purchasers (in order of original ship date, I believe). We can call this wave-1 if you like. I was not in that group. Once these upgrades are well under way or nearing completion the next 250 will be notified. I may be in that wave, but if not, should be in wave 3 at the latest. How long that will take is anyone's guess. Red is trying to make sure the turn around is kept to somewhere between 5-8 business days.

I imagine this program will take some time for Red to navigate. It's likely that every single person sending in their M will have scheduling constraints and such that will be a challenge for both us and Red.

I'm very grateful for this program, and am happy being patient. It WILL happen and it is free! In the meantime, my M is a workhorse and performing without a hitch. Ive got zero complaints, and am glad I was part of the early adopter program.
 
Paul, thank you for the information..the point you made about schedule constraints is the crux of the biscuit . When I finally get notified, I am afraid my schedule won't allow me to send my epic - I can't afford not to have it for 5 to 8 business days- my bookings have increased substantially since purchasing and I haven't had a week where I haven't been hired with it. It would be great if RED had a few authorized service centers who could also do the upgrade. My epic has worked flawlessly since purchase so maybe once the dust settles, and the next 750 epics have been notified by RED, the turn around process hopefully will be faster and I will send it in.
 
the upgrade, according to the email blast, is "entirely at your convenience" - the email has a very accommodating tone. I can't send mine in, until July. But I think once you get it, you'll be happy - the list of enhancements is comprehensive. And when you finally find the time to get it done, it will be like getting a brand new camera all over again. They will be giving it a complete diagnostic work-up, and since all of these are still under warranty, will tweak everything that needs tweaked without any additional charges.
 
Meryem, I definitely plan to send mine in when its my turn, the bigger question is when will I have enough down time to go a week or a bit more without it.. My clients dont care that I have an AF 100 as an option to the Epic , because to them, there is no option. THere is the Epic..

It's basically a good problem!
 
Remember that if you send your camera in, and theres a tiny little thing wrong with it that you didnt realise, but also necessitates fixing, then it may be in longer than normal. If the normal turnaround is 5-8 days, I would suggest finding a 2 week window. I realise this is difficult for those with just the one camera, but the upgrade is at your leisure and if the camera is working for you in the meantime, it may be worth holding off.
 
maybe there is someone in your area with more than one camera, Nathaniel, who can cover you while your camera is in the shop, in exchange for services or trade.

one thing you don't want to do is put it off until your camera falls out of warranty. I can't believe mine is already a year old....
 
I hear the upgraded camera's "RENEWED!!" :lol: that's word for word :thumbsup:

KETCH ROSSi said:
The Renewed RED EPIC-M # 00008 AKA M8...


THANKS RED!!

Yet an other amazing series of upgrades to make a great camera even greater... and all done for FREE!!


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