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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 :)

Haven't heard from Red yet, is there really that many orders?

Anderson Boyd said:
Hi Brent,

I spoke to someone over the phone last week asking if I could pay the remaining balance via a different CC.

The person I spoke with said a bomb squad rep would be in contact when my package (Ai mount) was ready, and I could designate a new card at that point in time.

Realize how many questions y'all are getting, just don't want to cause a kink in the process due to miscommunication. Should I square this away now?
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Our old process was contact every customer for every order every time. And customers complained they had to double and triple confirm orders and wished we were more "normal" - if they placed the order, it meant they wanted that product - so process and ship. New process, if we don't need to bug you, we won't :)

BC
 
Youness Benali said:
Brent, sorry for being a bit repetitive with other people's questions, but what you are saying is that if everything is fine with our orders the payment will just be processed without our bomb rep confirming the order/payment first?
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Bingo. Part of our terms is if we have everything set, we will just process with info on hand.

BC
 
MattV said:
How will we know if our name is in the queue? I would like to be informed via email or call that my order is coming up and I need to wire the rest of the money to red.
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If you placed an order, you are in queue. If you come up in queue, we go to process, and you do not have enough funds on your account or a card to charge, we will notify you that you need to submit payment. Obviously, this creates a delay in order processing....

BC
 
Brent@RED said:
As has been said in multiple threads, you will not get an email or call if your order is all set. When you come up in the delivery queue and paid deposit by credit card, we will charge that same card, process, and ship. If wire, your money needs to be in when your name comes up in queue, we process and ship.

BC
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Wasn't aware of this, how do we pay with a different card for the remaining balance? This is my first red order and I don't want to delay it because I ordered as fast as I could on the third. Or a link with instructions on where to wire would suffice. Thanks.
 
Brent@RED said:
As has been said in multiple threads, you will not get an email or call if your order is all set. When you come up in the delivery queue and paid deposit by credit card, we will charge that same card, process, and ship. If wire, your money needs to be in when your name comes up in queue, we process and ship.

BC
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Yikes! Have to admit, even though I am Scarlet-X/Al Mount (so no ship until after 12/1), this process definitely would NOT work for me. I was planning some sort of notification to "button things up" before everything was finalized and DO NOT want the same credit card charged. If this is not possible, it would sure be nice if we were given some sort of overview about shipping schedules so we can at least anticipate and act in advance - but not 3 months in advance because we haven't a clue.

Have to admit, I don't think I have ever complained about RED before, but this seems a little like you guys are making it up as you go. :scared:
 
Posted in another thread: "The fact that we will charge the card used for the deposit is part of our terms and conditions that customers accept at checkout on RED.com."

From post #122 above: "Our old process was contact every customer for every order every time. And customers complained they had to double and triple confirm orders and wished we were more "normal" - if they placed the order, it meant they wanted that product - so process and ship. New process, if we don't need to bug you, we won't :)"

I wish we could please everyone all the time. From EPIC and RED ONE experiences, many a customer complained how "cumbersome" the process was to go from "ordering" to "delivering". So, we have started to (and will continue to evolve) a more streamlined process that requires less back-and-forth between us and you.

Frankly, if we do not evolve and process in a more automated matter, we'd have to throw more and more bodies at this demand. Which means more and more overhead. Which means we have to increase prices. Which hits your credit card at the end of the day.

BC
 
I think there are 13,000 people on Reduser right now waiting anxiously to see where the first production Scarlet is going. :bigear:
 
Brent@RED said:
As has been said in multiple threads, you will not get an email or call if your order is all set. When you come up in the delivery queue and paid deposit by credit card, we will charge that same card, process, and ship. If wire, your money needs to be in when your name comes up in queue, we process and ship.

BC
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I am curious, does this mean we won't get a shipping confirmation or tracking? Tracking number is something I feel I really need considering what is coming to my door and I want to make sure i'm home for it.
 
How does it work for new EU customers? Will i get bank transfer information before my Scarlet is ready, or do i have to pay as soon as the Scarlet is ready and when the money is in it'll ship, or how does it work? Thanks for all the answers, very helpful.
 
My suggestion would be that there is some middle ground that is the place to be. You do not need to have reps calling everyone about every order, but you also can't expect people to be comfortable having no idea even what moth it will be when they are going to be charged for their $10k+ order, or when their $1k preorder will actually become available. Even more so with larger sums.

What is needed is an order status system that actually tells us estimated charge/ship dates etc, since most of us don't know if this charge is going to happen in November, December, January or even February or later... Maybe it is too complicated to have a system that lets us check our place in line or estimates our ship date (some online stores are able to do this in some way), but perhaps you could issue a notification when our number is nearly up? Something that lets us know to expect huge charges on our creditcards soon and make sure things are in order (notify our CC companies, make sure bank accounts are funded, etc), but that doesn't require any confirmation or action. You can leave it to us to contact you if we need to take action on notification.
 
Brent ... Something tells me that your avatar reflects the foundation your diet these past few days. :blink:

Everyone appreciates the hard work and long hours.
 
Hm. Until now i thought: All Good. Placed my Order, Threw over my Deposit Via BankWire and wait until they yell: Your about to get it - Pay the rest! I would then immediately wire the money and get my cam shipped. Now - if I don't want a "delay in order processing" - Does this mean I better wire the rest of the money right away, because i don't know where I am in the queue. Even if my Money might be sitting on your account for several months until my cam ships? (I'm in Zürich, Switzerland and doin all the money transactions via bankwire)

And +1 ... really appreciate your hard work and thanx for even taking the time and answer these gazillions of questions from future Red-Users, that don't wanne do anything wrong so they don't loose their Spot in the Queue ;-)
 
Brent@RED said:
If you placed an order, you are in queue. If you come up in queue, we go to process, and you do not have enough funds on your account or a card to charge, we will notify you that you need to submit payment. Obviously, this creates a delay in order processing....

BC
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Are we talking about the Deposit or the final balance? When do we know the final price? I don't want to wire too much or too little now and then have a balance that needs to be returned. Should I just fill my account with the amount currently estimated? Others were saying wait until your bomb rep lets you know your shipment is ready and then wire the money.

Also you mention "card to charge". We can only pay the full balance by wire transfer right? Can we put the full balance on a card beyond the deposit?
 
Brent@RED said:
Our old process was contact every customer for every order every time. And customers complained they had to double and triple confirm orders and wished we were more "normal" - if they placed the order, it meant they wanted that product - so process and ship. New process, if we don't need to bug you, we won't :)
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Thanks for quick response amigo, you guys could have put a "we get your firstborn" clause in those terms and agreements and I would have signed none the wiser. Talk about trigger-finger on Nov 3rd!

I'll try to stay out of y'all's hair as much as possible, but will call with all of my adjusted information at the ready tomorrow.

"Nuckin futs" changes the world, but I guess everyone's got to be a little normal now and again!
 
Daniel Dols said:
How does it work for new EU customers? Will i get bank transfer information before my Scarlet is ready, or do i have to pay as soon as the Scarlet is ready and when the money is in it'll ship, or how does it work? Thanks for all the answers, very helpful.
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For RED EUROPE, since order was placed on RED.com in dollars, they will reach out to you as you near allocation to arrange order details in Sterling...

BC
 
Zac C said:
Very nice, you are one of what it seems the first 150 to order.

Were you at the event?
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Not at the event just a fast order.. Want a phone call or email so I can tell my bank not to block the charge, Looking forward to it.
 
Noah Yuan-Vogel said:
perhaps you could issue a notification when our number is nearly up? Something that lets us know to expect huge charges on our creditcards soon and make sure things are in order (notify our CC companies, make sure bank accounts are funded, etc), but that doesn't require any confirmation or action. You can leave it to us to contact you if we need to take action on notification.
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Noah, you have some pretty sensible ideas, I have to admit. That is actually something we are working on with our IT and web teams to generate an auto-email as an order nears allocation. Requires some pretty heavy backend stuff on our end, but on the radar, no doubt.

BC
 
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