Epic Stage 3 - no email was sent

[Geoff McLeod]

[COLOR=#FFFFFF !important][COLOR=#FFFFFF !important][COLOR=#FFFFFF !important]For years I have used shot on RED and waited with great enthusiasm the for the release of Epic Stage 3. Unfortunately, no email was sent to me on November 5 stating that I only had weeks to register for the camera. My wife and I have both received no emails at that time from RED. Consequently, we have missed out on Epic stage 3 by a few days. When I asked RED about this, I simply received a "Can't help. Have a nice day" response. It seems that RED are very intolerant of being late. Yet as RED customers, we've been very tolerant about delays, lateness and deadlines missed. Why the small window of opportunity? The whole thing is very strange.

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[Brent Carter]

Geoff, I will gladly research the email blast to let you know where it was blasted to. I will work with our web team tomorrow on that.

BC

 

[Robert Berger]

[COLOR=#FFFFFF !important][COLOR=#FFFFFF !important][COLOR=#FFFFFF !important]For years I have used shot on RED and waited with great enthusiasm the for the release of Epic Stage 3. Unfortunately, no email was sent to me on November 5 stating that I only had weeks to register for the camera. My wife and I have both received no emails at that time from RED. Consequently, we have missed out on Epic stage 3 by a few days. When I asked RED about this, I simply received a "Can't help. Have a nice day" response. It seems that RED are very intolerant of being late. Yet as RED customers, we've been very tolerant about delays, lateness and deadlines missed. Why the small window of opportunity? The whole thing is very strange.

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Sorry to hear that, can you prove that you did not receive the email in that time periode? Maybe they can see it was a mistake of red and not yours. I was lucky to visit your city a year ago in the spring.Your fire work party rocks!!
Best Robert M. Berger, Red One 1265 and Epic-X 00274 www.camlight.nl

 

[Robert Berger]

Geoff, I will gladly research the email blast to let you know where it was blasted to. I will work with our web team tomorrow on that.

BC

Good news Brent!
Best Robert M. Berger, Red One 1265 and Epic-X 00274 www.camlight.nl

 

[Brent Carter]

Of course, if we made a mistake, we will make it right. Geoff, please PM me with your RED ONE serial number.

BC

 

[Steve Sherrick]

If I had to take a guess Geoff, it's probably because they assume as an early adopter you stay in the loop about all things RED and would be tracking the progress of Stage 3. Reality may be something different. You may have been immersed in your work, and as working professionals we get busy, and it's easy to miss things that way. And if you didn't receive the email, then that would make it even more difficult to know. I can see both sides on this issue. Keep working with them on it. If there's a way you can prove that no email was sent (make sure to check junk mail) maybe you'd have a case. From their perspective, this was a special program that had stringent parameters. If they are loose on the rules with one customer, it opens them up to having more people try to do the same thing. I think the key for you is to show that this was an error and not your fault.

EDIT: Oops, Brent beat me to it. And who says RED's customers service isn't fast? It's after hours, and they respond quicker than I can. Hehe.

 

[Will Keir]

Same thing happened to us; NO E-MAIL was sent in November.

We got lucky. I was browsing the web Nov 28th, just a few days before the deadline and BOOM, there it was. Stage 3 reservations OPEN on their website!!! Sure, I couldn't helped but be pissed that we didn't get the notice e-mail after all this time waiting. That not only did we have one e-mail contact for the account but two. I couldn't help but to think of the calls I made June 29th, July 11th, August 24th, September 8th and October 11th anticipating this release, "did it open yet?"

Yes, Stage 3 has been a long wait, I didn't bug them in November, I got used to dates being pushed back, push out. I am sure it's a similar version of the same story for you. "Next month, no next month, it will come out soon. Can't tell you for sure when, but soon, keep checking back."
I could have been very upset and if I was in your shoes I certainly would be. All I know for certain is that I owe REDs website guy a beer, and the instinct I had to check the website every so often (whoever you are PM me and I'll make good on the offer).

We have been prepared for Stage 3 for two years now, so the money was in the bank and I spent the next two days using their buggy online checkout. Finally, checkout was confirmed, just one day before Dec 1st 2011 and we were in. Sometimes their technology interface might be in error but if call on the phone, as I have many times now, you'll find good people that are willing to spend the time to help you get what you want.

So you are not the only one that didn't get the e-mail notice and without a doubt, you should be included in Stage 3 is you are so deserving.

I believe the reason the window is so short is because of the generous compliment of gear. Stage 3 is a bounteous program, I doubt Red is turning a profit in this area. The shorter the window, they less they lose.

It's a business decision that is unfair for those too busy to check in every two weeks for stage 3. It goes without saying after a certain point, life is unfair... but it some ways we all see RED DIGITAL as our big brother in the film industry, these are the people that give the little guys a world class camera rivaling the biggest of Hollywood budgets.

These are the people that have given us a tool to compete with the big boys. That alone creates a sense that these people have our backs. It's unfortunate some might be left out in the cold, some of the early believers. I think you will see that if RED DIGITAL leadership became aware of your issue, they would make it right. It sounds like someone is already on the case.

I truly hope you have not been left out in the cold this December. Waiting up to three years for stage 3 to open, a three week window seems a bit short to me too.

Let us know what happens.