Ever Feel Like You're Getting Dicked Around By Tech Support

[Ryan Sauve]

So I've been having this problem over the last 3 months... yes 3 months. My new 7" RED TOUCH LCD (DSMC1) goes all beserk for the first few minutes of use with freshly charged batteries. I've replicated the issue with 2 different 3rd party vmounts adapters and 4 different 3rd party batteries and get the same issue. With the same vmount and batteries, I never had this issue with two different 5" RED TOUCH LCDs, one of which this one replaced.

After probably close to a dozen back and forth emails, videos to show the issue (https://www.youtube.com/watch?v=P8VvSuGyheo), firmware updates to see if it fixed it, logs sent in, I'm finally being told the 7" TOUCH was designed differently and it's probably being caused by my 3rd party accessories.

Questions:
Why didn't they tell me this when I first submitted the first log file for this issue?
Why haven't other DSMC1 7" TOUCH LCD users reported the same thing if this monitor is not compatible with 3rd party accessories?
Shouldn't they put a caveat on the product page saying "doesn't work with most 3rd party power accessories"?
Why wouldn't they send me a replacement LCD to test and make sure that it's not the LCD that's the problem?
Is this a design fuck up that they're now trying to blame on 3rd party accessories?

Sorry for the pissy tone but after having to RMA my original Scarlet 5 times, I hope you can understand why I'm frustrated as fuck.

 

[Jake Wilganowski]

That sucks, i'd try and reach little farther up the chain to complain, all valid points, this is probably a good start

would you mind telling us what accessories you have?

 

[Ryan Sauve]

For vmount plates, I've used Wooden Camera's IDX plate and a Switronix plate.

For batteries, I've used MAXOAK, Beillen, IDX, and can't recall the 4th at the top of my head.

That sucks, i'd try and reach little farther up the chain to complain, all valid points, this is probably a good start

would you mind telling us what accessories you have?

 

[Brad Harris]

So I've been having this problem over the last 3 months... yes 3 months. My new 7" RED TOUCH LCD (DSMC1) goes all beserk for the first few minutes of use with freshly charged batteries. I've replicated the issue with 2 different 3rd party vmounts adapters and 4 different 3rd party batteries and get the same issue. With the same vmount and batteries, I never had this issue with two different 5" RED TOUCH LCDs, one of which this one replaced.

After probably close to a dozen back and forth emails, videos to show the issue (https://www.youtube.com/watch?v=P8VvSuGyheo), firmware updates to see if it fixed it, logs sent in, I'm finally being told the 7" TOUCH was designed differently and it's probably being caused by my 3rd party accessories.

Questions:
Why didn't they tell me this when I first submitted the first log file for this issue?
Why haven't other DSMC1 7" TOUCH LCD users reported the same thing if this monitor is not compatible with 3rd party accessories?
Shouldn't they put a caveat on the product page saying "doesn't work with most 3rd party power accessories"?
Why wouldn't they send me a replacement LCD to test and make sure that it's not the LCD that's the problem?
Is this a design fuck up that they're now trying to blame on 3rd party accessories?

Sorry for the pissy tone but after having to RMA my original Scarlet 5 times, I hope you can understand why I'm frustrated as fuck.

Hi Ryan,

Please know that we are actively looking into this and we will follow up on your Support Ticket once we have additional information for you.

I will also go ahead and add your list of 3rd Party products used to the ticket as well as this is important information in the troubleshooting process.

Thank you for your patience.

- Brad

 

[Phil Holland]

Well I have one answer, but not all the answers and I do hope you get settled out with this.

One problem is time. The other is variables.

Won't name names, but for instance some 3rd party LCD/EVF cables have had a host of issues due to their construction and/or materials. That took a while for people to uncover as sometimes things would work, but sometimes they did not. That in effect is/was mostly a 3rd party problem.

Side note, it took me a while to understand it what the hell was going on because I'd get calls at 4am in the morning and I literally haven't experienced any of that. But I'm mostly not using 3rd party cables and AKS at this point. So it never really hit me like it did for some others who got various cables and plates. Batteries themselves also can be a funky thing, though your IDX bricks should play nice.

Don't know fully what's going on with your gear, but hopefully RED can look into it deeper.

 

[Ryan Sauve]

Hi Ryan,

Please know that we are actively looking into this and we will follow up on your Support Ticket once we have additional information for you.

I will also go ahead and add your list of 3rd Party products used to the ticket as well as this is important information in the troubleshooting process.

Thank you for your patience.

- Brad

Thanks and I apologize for the less then gentlemanly attitude. I just put a lot of time in troubleshooting this on my end. Trying to calm clients when they see this is also a not so fun hobby. Lots of high highs and low lows with RED over the last several years.

 

[Randall Brown]

Yeah Ryan it's tough at times. Back in the old Red one days I had issues like that. Now I just buy all red parts for anything electronic, and I have had much better troubleshooting experiences. Part of it is trying to track down where the issue is in the chain. If it's all there stuff, it's a lot easier, and they tend to take responsibility.

 

[Björn Benckert]

testing with another 7 inch would tell alot.
If you use monitor cables then swap those to see if it makes a difference would alsobe a good test.

 

[Tim Daust]

as someone who used to provide tech support for years. I can say.. sometimes troubleshooting can be tricky.. its not always intentional and can be quite frustrating on both ends just figuring out a problem. The more variables you have in any problem the gremlin will be harder to catch. Hope you are getting this resolved ASAP. I for one would remain patient even though its hard.

One thing is for sure.. Phil, you just opened my eyes to 3rd party accessories quite a bit more. I have heard that cable thing from a lot of people. Thank you!

good luck Ryan

 

[Norbert Niederacher]

Maybe another mission for Phil Holland in "Mister Red"?

It would be great to have an info-sheet about working and not-working 3rd party LCD/EVF cables...

 

[Elsie N]

Maybe another mission for Phil Holland in "Mister Red"?

It would be great to have an info-sheet about working and not-working 3rd party LCD/EVF cables...

Heh, Mister Red recently posted he is shooting in Qatar. He may not have the time to take on each and every mission.

Thought of Phil recently when I read the origin of the word anthophilous...

ORIGIN
The first half of anthophilous comes from the Greek noun ánthos “flower,” which is related to Sanskrit ándha- “the soma plant” (still unidentified). The element -phil comes from Greek phílos “friend, friendly, dear.” It also means “one’s own, own”

Helps understand how intuitive it was for his parents to name him Phil. '-)

 

[Phil Holland]

Helps understand how intuitive it was for his parents to name him Phil. '-)

Heh. I was named more or less after my great grandfather Felipe, who I was rather close with. My mother's best friend had a child about a week before I was born and she stole the name my mother had for me at the time, which was Matthew.

The next option was Wolfgang, but family interviewed and saved me from being a prodigal pianist reincarnate.

And yep, currently out here in Qatar. Filming some 8K aerials for the next week or so. Also finishing the job from my hotel room. Pretty cool stuff. Thunderbolt 3, fairly powerful MSI notebook, SSD RAIDs, Dragon 8K VV and Helium 8K S35, Zeiss CZs, and Tokina Cinema Vista Primes mounted in the Shotover F1 (same primary rig I've been on for 3 years now for aerial filming). This is the first real stab at this particular type of shoot over here, so lots of government related red tape on a daily basis. I'm flying with the equivalent of their secret service everyday, which is fun.

 

[Nick Morrison]

Heh. I was named more or less after my great grandfather Felipe, who I was rather close with. My mother's best friend had a child about a week before I was born and she stole the name my mother had for me at the time, which was Matthew.

The next option was Wolfgang, but family interviewed and saved me from being a prodigal pianist reincarnate.

And yep, currently out here in Qatar. Filming some 8K aerials for the next week or so. Also finishing the job from my hotel room. Pretty cool stuff. Thunderbolt 3, fairly powerful MSI notebook, SSD RAIDs, Dragon 8K VV and Helium 8K S35, Zeiss CZs, and Tokina Cinema Vista Primes mounted in the Shotover F1 (same primary rig I've been on for 3 years now for aerial filming). This is the first real stab at this particular type of shoot over here, so lots of government related red tape on a daily basis. I'm flying with the equivalent of their secret service everyday, which is fun.

Great snap. Thanks for sharing. Love hearing about your adventures.