James_Mills
Well-known member
I apologize if this is the wrong place to put this, but I'd like to share my great experience with RED this past week to offer some testimonial light on a service care team that even I admittedly was down on beforehand:
After a month of multiple camera malfunctions that cost me thousands of dollars and some angry clients their shoots, I sent my camera into the RED HQ via drop-off at Hollywood. I had reported the problem earlier but a RED tech had read my log, told me to force reboot it, and that my camera was essentially fine. Unfortunately only a few days later it cost me another shoot when it stopped working.
Extremely exasperated (as you could imagine), I took the camera in and explained my problems only to find out that the camera was just a few weeks removed from warranty. I kept my fingers crossed that everything would work out for the best, but a week later they responded saying that a bent screw had damaged the OMAP. This kind of damage wasn't covered under warranty anyways, so I was looking at a fat repair fee of 1,600 dollars.
I pleaded with Christine at RMA that I had NEVER even used the v mount or anything back there other than a REDMOTE once (which doesn't even reach those pins at the bottom). She said she would explain this to the technician, but I figured I was screwed and that it would probably be the last time I heard from her about the matter so I went ahead and filed the fix with my insurance company.
I was dead wrong. Christine got back to me after 5 pacific today (the same day, and after hours even) to tell me that they believed my story and that they're going to replace the pin and omap FREE OF CHARGE.
I can't begin to tell you how elated I was to hear this after the awful month I've had with camera misfortunes (some of my other equipment was stolen during the same disastrous shoots). They really stepped up to the plate for me and helped me out on this one, even giving me a new warranty of 90 more days.
THANK YOU, RED TEAM. I will be sharing this story with all on set whenever quality control and customer services come into play; your good deeds will not go unnoticed or unappreciated.
After a month of multiple camera malfunctions that cost me thousands of dollars and some angry clients their shoots, I sent my camera into the RED HQ via drop-off at Hollywood. I had reported the problem earlier but a RED tech had read my log, told me to force reboot it, and that my camera was essentially fine. Unfortunately only a few days later it cost me another shoot when it stopped working.
Extremely exasperated (as you could imagine), I took the camera in and explained my problems only to find out that the camera was just a few weeks removed from warranty. I kept my fingers crossed that everything would work out for the best, but a week later they responded saying that a bent screw had damaged the OMAP. This kind of damage wasn't covered under warranty anyways, so I was looking at a fat repair fee of 1,600 dollars.
I pleaded with Christine at RMA that I had NEVER even used the v mount or anything back there other than a REDMOTE once (which doesn't even reach those pins at the bottom). She said she would explain this to the technician, but I figured I was screwed and that it would probably be the last time I heard from her about the matter so I went ahead and filed the fix with my insurance company.
I was dead wrong. Christine got back to me after 5 pacific today (the same day, and after hours even) to tell me that they believed my story and that they're going to replace the pin and omap FREE OF CHARGE.
I can't begin to tell you how elated I was to hear this after the awful month I've had with camera misfortunes (some of my other equipment was stolen during the same disastrous shoots). They really stepped up to the plate for me and helped me out on this one, even giving me a new warranty of 90 more days.
THANK YOU, RED TEAM. I will be sharing this story with all on set whenever quality control and customer services come into play; your good deeds will not go unnoticed or unappreciated.
