Lens Repair

[Ian Planchon]

I have had my lens at RED since the 1st of this month and every time I reach out I get a canned response "we are busy with a lot of lens repairs, but your lens is in the initial evaluation phase". 6 days ago I checked in and it was still in the "initial evaluation" phase. I sort of fee like 21 days in the hands of the techs should give them a pretty good idea of whats wrong with the lens. Anyone else having service issues like this??

 

[Troy Bakewell]

I had a RPZ 18-85 in for service. They gave me a loaner so I didn't care to much that it took several months to get it back!

I'd ask for a loaner.

 

[Joshua Reis]

I sent in a 17-50 for a general cleaning and inspection. The process took about 7-10 weeks. I suspect the entire guts were replaced. New mechanics, glass, and PL mount.

 

[Mike Kopstain]

Same here. We sent a 17-50mm in for a customer and it's been nearly two months. Admittedly it was our fault for anticipating a much shorter wait time but historically we've generally received updates within days. This time we handed the lens to them in Hollywood and didn't even get an email confirming receipt until a week later.

After several followups they suggested it would likely be done early last week. After no update we finally got a message stating that they would send us a loaner. To their credit they overnighted the loaner to our customer at no expense however it's a bit frustrating needing to wait so long when you're paying so much money.

Can I also complain about the loaner?! In the contract they have you sign they state you have 24 hours to return that lens after yours is completed lest you be charged replacement value for it. I reached out to our rep to confirm that this was 24 hours after completion and not 24 hours after picking up the repaired lens and he confirmed that was the case. Once it's ready for pickup in the store they want their lens back yesterday. This is a somewhat unreasonable request as many people are in the field or on a shoot (thus the need for a loaner) which makes this timetable impossible to adhere to.