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

[Brant Hadfield]

And for those you would say, "Well you didn't have to buy the package," I would say, according to Red's product page, you do. It falsely states that either the 5" touchscreen or Bomb EVF are "required items". That is not true. That's false and misleading (maybe not intentionally, but) - sorry, no other way to describe that. They are not required according to users on this site. I already own a 5.6" TV Logic monitor, which is a much better monitor than that touchscreen. I could have purchased the Redmote for camera control, and use the my superior TV Logic for or menu navigation monitoring. Fine, if RED is a small company much better at making cameras than communicating, I'm OK with that. But accept responsibility for causing many of us to believe we needed certain equipment for your product, when we did not, and allow us to alter the "package" (for which there's no price difference anyway). Make it right and allow the modifications to our orders. Our down payment is an investment in your product at this point for which you guys easily have several million dollars in cold hard cash to play with all of a sudden. I think you can modify the orders. (And I would probably spend as much on the other items anyway!)

 

[Brent Carter]

Hope everything will be cleared out because it looks like a real mess ...
A lot of people had to order the PL Brain because it was the only product available with the Canon Package the first minutes Nov 3rd and now they have to changed their line in the row because they have to order
product by product in order to make a package or order the PL Package that appeared later

When the first brains and the Al Canon Mount package were posted on RED.com, all the items within the package were available a la carte. The option was there to purchase any brain with any components.

BC

 

[Brent Carter]

Brant, if you would like to have a discussion about ERP systems, direct sales processes, order fulfillment workflows, etc, please give me a call. 949-206-7900. I should be in the office within an hour. Saying the way we - and many other companies - handle ordering is "nonsensical" is a pretty strong accusation. I will gladly give you some of the reasons things are the way they are and if you still think you could do better, Jim hired the wrong guy when he hired me

All, reminder (and this is RED's problem, not yours, to be honest), we have more emails and calls than we have time to get to them all. The BOMB SQUAD reps have been working 12-14 hour days since Nov 3. We are trying to answer emails as quickly as we can and we are trying to bring in more people to meet the incredible demand. But we do not just hire anyone with a pulse. It takes time to find the right candidates, interview them, train them, etc. So, response times will get better as we ramp up.

BC

 

[Brant Hadfield]

When the first brains and the Al Canon Mount package were posted on RED.com, all the items within the package were available a la carte. The option was there to purchase any brain with any components.

BC

Please see post #61

 

[Patrik Kisucky]

And for those you would say, "Well you didn't have to buy the package," I would say, according to Red's product page, you do. It falsely states that either the 5" touchscreen or Bomb EVF are "required items". That is not true. That's false and misleading - sorry, no other way to describe that. They are not required according to users on this site. I already own a 5.6" TV Logic monitor, which is a much better monitor than that touchscreen. I could have purchased the Redmote for camera control, and use the my superior TV Logic for or menu navigation monitoring. Fine, if RED is small company much better at making camera than communicating, I'm OK with that. But accept responsibility for causing many of us to believe we needed certain equipment for your product, when we did not, and allow us to alter the "package" (for which there's no price difference anyway). Make it right and allow the modifications to our orders. Our down payment is an investment in your product at this point for which you guys easily have several million dollars in cold hard cash to play with all of a sudden. I think you can modify the orders. (And I would probably spend as much on the other items anyway!)

Once the camera came out, I put all of my options on a paper, and first thing I've done was to compare the package price to the price of the items within the package. Then I decided that I need more media, so I opted out to order item by item. My package, the way I decided. Just saying if you took the time to think about what you want / need, you'd be actually getting it.

Also I don't mean to address this only to Brant, but I read a few similar posts, and just seemed to me, that some people didn't take enough time to think about what they want.

 

[fALk Gärtner]

When the first brains and the Al Canon Mount package were posted on RED.com, all the items within the package were available a la carte. The option was there to purchase any brain with any components.

BC

the problem here is that is was clearly stated by red in a lot of forum posts that we could switch out the brain later on without a problem without loosing place in line etc. it also wasn't clear in the first hours if the package was a better deal or not - no official statement and a lot of posts calculating - only 2 days later the picture cleared.
now there is a mess - the mess is due to the overwhelming demand and the short supply and people wanting to get their hands on the camera as soon as possible. ordering early and without thinking about it for hours was why many people got the package. I do seriously think you might want to open up the package in the interface and have people switch things out now that its clear that

a) the package is not a better deal
b) people had time to think about stuff and maybe want more or different stuff
c) pl and canon mount switch over partially not ready for first people partially made believe "just order package and change later"

I am sure you are doing everything as best as possible but this isn´t normal retail right now - its clearing up a mess caused by confusion, overwhelming demand and rush to get a place in line. We are your customers would be nice if we could get some kind leverage for being there on first day to support your new product.

Also I was told "wait until we process your order" - how long until that happens? If I understand correctly there was way less demand for PL mount and PL mount ships first - my order stands as canon mount as is. I was hoping that I might have get a little earlier in line with the PL mount but that seems not to happen. All a bit frustrating. Just some estimated time when I will get contacted would actually help calm the nerves and stuff. :/

 

[Brant Hadfield]

Once the camera came out, I put all of my options on a paper, and first thing I've done was to compare the package price to the price of the items within the package. Then I decided that I need more media, so I opted out to order item by item. My package, the way I decided. Just saying if you took the time to think about what you want / need, you'd be actually getting it.

I did, in fact, take that time. I used the resource of information available to me, the RED products website. I based my decisions on the information there. The information is not accurate. "Required" items are not, in fact, required. Red will not allow me to make a modification to my existing order based on accurate information which I have since attained without loosing my place in line which my money and my trust in their product information have allowed. I therefor have a problem with their policy, and think it is bad policy, and poor customer service. I do not think I am incorrect in this.

 

[Nikhil Kamkolkar]

The benefit to the kit was that we had very little information on November 3 and no time to figure out how long a battery lasts, how many minutes a 64GB card holds etc etc... and if we had tried to add more than one product to our cart with the crashing server it would have taken 10 hours and been last in line. It was an ordeal to get one item in my cart and check out let alone 8.

BINGO!

 

[Ketch Rossi]

... PS, do not confuse "maturing" with "sanity".

"We are still nucking futs"

LMAO on this one, he he, that is a perfect way of not talking Profanity, bad language while making a FIRM point... LOVET IT!!


SCARLET-X just in time for DUBAI... PERFECT!!

 

[Noah Yuan-Vogel]

But you will need the Side Handle or a DSMC power module to power the scarlet, not just the redmote.

Yeah as mentioned you can use the 1b-to-2b cable to use standard R1 battery options or you can even use the less expensive 1b-to-XLR cable which allows even less expensive standard battery plates and other kinds of batteries.

 

[Gavin Greenwalt]

I'm not terribly annoyed since my price difference looks to be about $60 from what I want to pay but I do have to say that "this is standard" doesn't seem true. I ordered a car and was able to change out an option while waiting for it to be manufactured. And that process was simple, personalized and face to face.

Red expects us to fly by the seats of our pants, extending the same courtesy and flexibility would be welcome. "Everything in life changes, even our orders."

 

[Brent Carter]

OK, I just talked to my IT team. On the packages since they are the same price as a la carte, you will be able to edit by line item by contacting your rep. If you delete an item, you will not be charged for it since we only charge for what ships. Even though you ordered a package, you will not be charged for what does not ship (ie, deleted) from your package.

But any items you want to add, you need to place a separate order. New items are timestamped when received so adding them to an existing order means nothing when you will get fulfilled. We ship based on timestamp of when item is ordered, not whole order is placed. Plus, by placing a new order online, you get confirmation email, etc and it is less drain on our limited BOMB SQUAD's time manually doing it.

And, again, at this time, the only way to alter an order after you have submitted it is to call/email RED. By allowing package line items to be altered, that means more contacts. Again, our problem, not yours. I just ask that you be patient. We are ramping up. We know no Canon mount SCARLET-X orders are going to ship until Dec 1 so if you are a Canon mount person, give us a little time before you pick up the phone. Let's let the Ti mount guys we are going to try to get out asap get the focus right now.

Fair?

BC

 

[Noah Yuan-Vogel]

It's hard to blame this one on RED since there is a lot of information out there and in this forum etc to help customers decide on what to buy. Or maybe I'm just lucky but I am still quite happy with the order I placed on Nov. 3rd especially since I had all that time to think it through while the servers were overloaded.

That said, I agree that it is a little misleading that those items are listed as required items especially since some options are missing from the list. In my opinion there should only be a recommended items section, since it is misleading to say that red monitors or power or even media are required when it is possible to use 3rd party equipment to achieve those functions. If there must be a required items section, it should only read, "Control: Side Handle, Redmote, Touchscreen". Also "1b-to-2b cable + RED Power pack" should be listed under power. I understand that RED does not want to list incomplete solutions or ones that require additional 3rd party equipment.

Certainly seems reasonable to let people change out items in their order if the changes are cancellations or switching out instock or backordered items for in stock items. Then again, it seems likely that RED is preparing and shipping kit orders separately from individual item orders, in which case I can understand why they would not do that.

Edit: whoops looks like Brent beat me to it

 

[Brent Carter]

I'm not terribly annoyed since my price difference looks to be about $60 from what I want to pay but I do have to say that "this is standard" doesn't seem true. I ordered a car and was able to change out an option while waiting for it to be manufactured. And that process was simple, personalized and face to face.

Red expects us to fly by the seats of our pants, extending the same courtesy and flexibility would be welcome. "Everything in life changes, even our orders."

Not to wax philosophical, but I am guessing that the margins the dealer makes on that car allow them to do that. Jim is bringing insane specs to the table at insane pricing. Look at the spec to price ratio of other camera companies. To present our customers with attractive prices, we have to run very lean and very smart (though some of you seem to disagree with the latter). We could easily increase our overhead - and pass those increases right along to you. And I don't think anyone wants that.

BC

 

[Brent Carter]

That said, I agree that it is a little misleading that those items are listed as required items especially since some options are missing from the list. In my opinion there should only be a recommended items section, since it is misleading to say that red monitors or power or even media are required when it is possible to use 3rd party equipment to achieve those functions. If there must be a required items section, it should only read, "Control: Side Handle, Redmote, Touchscreen". Also "1b-to-2b cable + RED Power pack" should be listed under power. I understand that RED does not want to list incomplete solutions or ones that require additional 3rd party equipment.

Yeah, since we are RED, we see it as "Here is what RED products are required to make this other RED product functional". We will change copy to show that "power" is required - and what RED offers in that vein.

BC

 

[AndrewThomas]

I want to thank you for spending the time to work these things out for my fellow Redusers, Brent.

 

[Brant Hadfield]

OK, I just talked to my IT team. On the packages since they are the same price as a la carte, you will be able to edit by line item by contacting your rep. If you delete an item, you will not be charged for it since we only charge for what ships. Even though you ordered a package, you will not be charged for what does not ship (ie, deleted) from your package.

But any items you want to add, you need to place a separate order. New items are timestamped when received so adding them to an existing order means nothing when you will get fulfilled. We ship based on timestamp of when item is ordered, not whole order is placed. Plus, by placing a new order online, you get confirmation email, etc and it is less drain on our limited BOMB SQUAD's time manually doing it.

And, again, at this time, the only way to alter an order after you have submitted it is to call/email RED. By allowing package line items to be altered, that means more contacts. Again, our problem, not yours. I just ask that you be patient. We are ramping up. We know no Canon mount SCARLET-X orders are going to ship until Dec 1 so if you are a Canon mount person, give us a little time before you pick up the phone. Let's let the Ti mount guys we are going to try to get out asap get the focus right now.

Fair?

BC

Very Fair!! I am new to RED, and impressed by the reasoned, quick response and policy shift. It's the right call. I look forward to doing business in the future!

 

[Noah Yuan-Vogel]

Also "1b-to-2b cable + RED Power pack" should be listed under power. I understand that RED does not want to list incomplete solutions or ones that require additional 3rd party equipment.

Whoops that should be "1b-to-2b cable + quickplate/belt plate/cradle + mounting? + RED Power pack"

I can see why you wouldn't want to list that option, its a mouthful and kind of hard to accurately describe all the bits and pieces needed to make it work with all those options.

 

[AJ Aguirre]

Brent, I accidentally placed 2 orders for the scarlet at the event when the page crashed and actually went through when I didn't think it had. I talked to one of the reps there, don't remember who, but they told me no problem, to just wait until my rep contacts me and we can take it off and return the depost if it's charged. Now do I need to attempt contacting a rep asap before one actually contacts me?

 

[Jeffrey Loewe]

OK, I just talked to my IT team. On the packages since they are the same price as a la carte, you will be able to edit by line item by contacting your rep. If you delete an item, you will not be charged for it since we only charge for what ships. Even though you ordered a package, you will not be charged for what does not ship (ie, deleted) from your package.

But any items you want to add, you need to place a separate order. New items are timestamped when received so adding them to an existing order means nothing when you will get fulfilled. We ship based on timestamp of when item is ordered, not whole order is placed. Plus, by placing a new order online, you get confirmation email, etc and it is less drain on our limited BOMB SQUAD's time manually doing it.

And, again, at this time, the only way to alter an order after you have submitted it is to call/email RED. By allowing package line items to be altered, that means more contacts. Again, our problem, not yours. I just ask that you be patient. We are ramping up. We know no Canon mount SCARLET-X orders are going to ship until Dec 1 so if you are a Canon mount person, give us a little time before you pick up the phone. Let's let the Ti mount guys we are going to try to get out asap get the focus right now.

Fair?

BC

Thanks for making that clear Brent,

to keep from clogging anywhere else up with questions since you're posting here. Say that I ordered the 14K Scarlet AL package. To my understanding I can have the 64GB SSD and RedStation 1.8" removed without losing my place in line and get that amount to use on other accessories? I already had media and a station on hand, but ordered the package just for the ease of having to prevent ordering other items since the site was so slow. It would be awesome if I could remove those without losing my place in line to prevent having to just sell them when I get them.

Jeffrey