Frustration with order processing times...

[DC Chavez]

So here is my story of my recent order from RED.com for will call in Irvine.

- Friday 3/31- Order parts in stock with a note of "Orders placed today are expected to ship in 1–2 business days." Simple items, LEMO adapter, REDMag, Universal Handle, ET Gold Mount Battery Module and Sidewinder.
- Call in to RED Irvine a few minutes later to add an EF Mount to order, which I know are 7-10 days out.
- Monday 4/3- Call Bomb squad rep at RSH to see if it was in fact 1-day, or if it would be ready tomorrow. Said system showed no status update.
- Tuesday 4/4- Call back Bomb Squad rep to see if order is available. No status update. Call Irvine to see whats going on- told me he would call my rep when its ready to be picked up. No ETA. "Will contact rep when ready."
- Wednesday 4/5- Call Irvine to see whats going on and if I can pick it up. Order shows processing, with no ETA. Frustrated, call Rep (who is out of the office). Other RSH person helps out and says he will check local stock. Has 3/4 items. Still wouldn't be able to power camera. He was going to call Irvine and find out what the heck is happening over there. No call back.

Is anyone else having these same sort of issues? These aren't parts that need to be QC'ed, tested or manufactured. In stock, 1-2 "shipping" lead time items. No shipping needs to happen, it just needs to be set aside in will call area... Granted, I know they are probably trying to push bodies out the door to get the numbers up, but to give me the runaround for days is just nuts.

RED, I love you guys, but please help a brother out. I am about to start filming a TV show for NBC and am trying to build out B-Cam...

Help?

 

[Keegan@Netflix]

Will look into this first thing tomorrow with our Customer Experience and Account Management team.

So here is my story of my recent order from RED.com for will call in Irvine.

- Friday 3/31- Order parts in stock with a note of "Orders placed today are expected to ship in 1–2 business days." Simple items, LEMO adapter, REDMag, Universal Handle, ET Gold Mount Battery Module and Sidewinder.
- Call in to RED Irvine a few minutes later to add an EF Mount to order, which I know are 7-10 days out.
- Monday 4/3- Call Bomb squad rep at RSH to see if it was in fact 1-day, or if it would be ready tomorrow. Said system showed no status update.
- Tuesday 4/4- Call back Bomb Squad rep to see if order is available. No status update. Call Irvine to see whats going on- told me he would call my rep when its ready to be picked up. No ETA. "Will contact rep when ready."
- Wednesday 4/5- Call Irvine to see whats going on and if I can pick it up. Order shows processing, with no ETA. Frustrated, call Rep (who is out of the office). Other RSH person helps out and says he will check local stock. Has 3/4 items. Still wouldn't be able to power camera. He was going to call Irvine and find out what the heck is happening over there. No call back.

Is anyone else having these same sort of issues? These aren't parts that need to be QC'ed, tested or manufactured. In stock, 1-2 "shipping" lead time items. No shipping needs to happen, it just needs to be set aside in will call area... Granted, I know they are probably trying to push bodies out the door to get the numbers up, but to give me the runaround for days is just nuts.

RED, I love you guys, but please help a brother out. I am about to start filming a TV show for NBC and am trying to build out B-Cam...

Help?

 

[DC Chavez]

Thank you Michael. Much appreciated.

 

[Josh Becker]

Other people also seem to be having issues with getting Canon lens mounts... someone on a Facebook Epic-W group got a response from a RED rep saying the lens mounts wouldn't be available until the end of the month.

 

[DC Chavez]

Other people also seem to be having issues with getting Canon lens mounts... someone on a Facebook Epic-W group got a response from a RED rep saying the lens mounts wouldn't be available until the end of the month.

Understood-not talking about lens mount... the rest of the in stock items are what I am concerned about...

 

[DC Chavez]

Update

Thursday 4/6- 2PM, call Irvine. Speak with Hunter. Still no answer. He said he has called around a bunch and no one has informed him as to what's going on. He then starts to explain how many orders are going out the door and how busy things are. I said I understand, but the problem lies with the ETA on the website. If it said 7-10 days (like the EF mount, which I have already sourced) there would be no issue.

Long story short, another day has passed, no firm E.T.A., no parts in hand...

The icing on the cake- now the ET Anton Battery module is M.I.A.

 

[Keegan@Netflix]

Hi DC,

Sorry for the delay, the issue is there is a piece of material in the mount that we don't make in house that we are waiting on from a vendor and hadn't given us a clear date until now, we should be pumping them out quickly next week. We are really pushing to clear back order next week if not shorter.

Update

Thursday 4/6- 2PM, call Irvine. Speak with Hunter. Still no answer. He said he has called around a bunch and no one has informed him as to what's going on. He then starts to explain how many orders are going out the door and how busy things are. I said I understand, but the problem lies with the ETA on the website. If it said 7-10 days (like the EF mount, which I have already sourced) there would be no issue.

Long story short, another day has passed, no firm E.T.A., no parts in hand...

The icing on the cake- now the ET Anton Battery module is M.I.A.

 

[Keegan@Netflix]

Hi DC,

Still looking into the Gold Plate but sounds like our support team was able to help you in the short term. We do care but just somethings are out of our control.

Update

Thursday 4/6- 2PM, call Irvine. Speak with Hunter. Still no answer. He said he has called around a bunch and no one has informed him as to what's going on. He then starts to explain how many orders are going out the door and how busy things are. I said I understand, but the problem lies with the ETA on the website. If it said 7-10 days (like the EF mount, which I have already sourced) there would be no issue.

Long story short, another day has passed, no firm E.T.A., no parts in hand...

The icing on the cake- now the ET Anton Battery module is M.I.A.

 

[DC Chavez]

Michael-

Another update. Yes, your support team was kind enough to loan me a Gold Mount adapter for this shoot.. The problem is, today I am heading to return the item and asked about status on the one that I ordered- the one with an "In-Stock 1-2 Day Shipping" on the website. Here was the response from Hunter, who has been great through all of this....

"In regards to your question, I looked into it a little further for you. Based on the information available to me, we did experience a huge surge in orders around the time you placed your order for the item.

As a result we now have a slight back order and are currently working to have the orders filled as soon as possible. We are also working to get an accurate estimate of when you would we will be able to ship this item and as soon as we have more information for you, I will reach out."

I'm dying... Physically dead...