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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 :)

Fed up with Red HQ silence

Brice Ansel

Brice Ansel

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I thought I would never post in that section but I really need to now.
In the process of a dragon upgrade, our camera arrived at red Europe the 13 of may, I know the process take 10 working days, and I will not complain about it if it take longer.
What I don’t understand is why we don’t get answers to our emails when I ask for some update or feedback about how the process is going?
I know the guys at the Red HQ are working their asses big time.
But this silence is really frustrating as a customer and embarrassing for us to get organise just in case the process will take longer than expecting.
I’m in the total unknown and don’t appreciate it at all.
All I want is more comunication.
Rant over.

B.
 
Seems strange - when our cameras were in for Dragon upgrades just before & during N.A.B. ( a very busy time) we had updates and communication from both out Bomb Squad rep, and the RMA support team.

If they don't email back - pick up the phone and call.
 
Glen Powell said:
Seems strange - when our cameras were in for Dragon upgrades just before & during N.A.B. ( a very busy time) we had updates and communication from both out Bomb Squad rep, and the RMA support team.

If they don't email back - pick up the phone and call.
Click to expand...


Copy that! I ALWAYS get communication back, from RED, even when they have nothing to say...

The one thing that sets ALL facets of the RED machine apart, is the efforts that each and every department makes to communicate back to the endusers. I have had communications back, on many occasions, from casual commentary by me, to just be certain that there wasn't t any further concern that I had, etc., etc.. Your report is so unREDlike, in my experience. Be sure there isn't a technical issue like, spam receipt, etc., but I'm sure you checked that.

Thank you very much

Fury
 
Good stuff, your getting your Dragon.

As for RED responding you can totally get ahold of them.
I am very very happy with REDs call backs.
My Bomb Squad Rep is just always on top of it and I am grateful.

It is worth calling them if they don't get back to you and you need attention on something going on.
They have absolutely outstanding customer service.

Thats just my experience, worth giving them a phone call.
 
Hey fellow RedUser,
I didn't post on that section for people to remind me how great is Red customer service.
I know I'm just a little guy here but I'm on this board since day one, we put a deposit on a camera who didn't exist apart on spec sheet if you know what I mean.
Yes we had the same experience as you and always felt treated as equal as Peter Jackson.
Today I have something on my chest and need to Spill the dummy, that's all.
I just don't want Red to loose it's mojo or mantra that's all. ;)

B.
 
Word of advice, sometimes my rep is busy and its easier to call Red up and get someone else on the phone.. I am sure someone would be happy to update you but also keep in mind they meant ten business days and I don't know if Red took some time off for labor day/NAB in the mix too. I am sure it will be resolved shortly though
 
Alan Piper said:
Looking into this now Brice.
No reason for us not to respond with updates.
Click to expand...
Thanks Alan, don't worry to much I got some news from Red Usa tonight so you can relax.
Anyway, I'm not sure the news are that good, the camera went into the upgrade process the 26 of may, wich mean it took 13 days in between the day it arrived at Red London to start the upgrade process in USA.
I'm fucked :(
 
I have gotten the silent treatment from RED before. Very frustrating. Then I call, and the answers come faster than I can ask the questions. Sometimes I wonder if it has to do with being an international customer, but then every other RED owner I personally know get taken care of super-quick...

Moral of this post -- if you're not hearing anything, it's likely because of a technical issue (email filter, miscommunication, BSrep replaced, etc) and not because RED is intentionally ignoring you.
 
International customers certainly have the time hurdles of shipping. Not to make excuses for anybody, but there was also a influx of MX to Dragon upgrades post NAB and I'm sure things are being "looked at" in some way in preparation for the Weapon upgrade and build programs.

But the good news is it sounds like news was provided to Brice.
 
The even better news is that, as of yesterday, I was told that the Weapon upgrade dates put out at NAB, are on track..

Thank you very much

Fury
 
I have a very similar problem, my Epic went in for Dragon upgrade weeks and weeks ago... It was 3 and a half weeks from dropping my camera off at Pinewood before I got any reply at all to multiple emails, and that was just to tell me I needed to pay for some expensive repairs before they would even begin the upgrade process... Here we are nearly 6 weeks later and my camera is still in California as far as I know, and I'm now having to rent for a huge job instead of using the camera I own... Pretty shoddy service from Red EU to be honest.
 
John, I pinged the REL team to look into this for you and get you some answers.
 
Phil Holland said:
International customers certainly have the time hurdles of shipping. Not to make excuses for anybody, but there was also a influx of MX to Dragon upgrades post NAB and I'm sure things are being "looked at" in some way in preparation for the Weapon upgrade and build programs.

But the good news is it sounds like news was provided to Brice.
Click to expand...

Not sure about the good news Phil.
 
Happy ending

Happy ending

I coudn't let this thread on a bad note.
I'm flying away monday for a three weeks shooting trip in the midle of Atlantic ocean.
And Despite the fact our camera is still in USA for its upgrade, I have to say Red didn't let me down.
I just received a loaner camera today to cover my ass during this shooting period.
Thanks a lot Alan Piper !
Yes Red still got its Mojo and mantra.

Sincerely.

B.
 
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