Brian Timmons
Well-known member
- Joined
- Apr 29, 2007
- Messages
- 1,329
- Reaction score
- 216
- Points
- 63
- Location
- NJ
- Website
- www.britim-media.com
TLDR version- Mikael/RED Control delivered on some of the best technical support I’ve ever experienced.
Amidst the latest acquisition uncertainty and camera forum vitriol a welcome beacon of light shines bright in the form of Mikael Lubtchansky and RED Control.
Was filming exteriors with the KX using RED Control and my iPhone Pro Max 14 as monitor.
Started experiencing unusual crashing with the RED Control app when tethered to camera via USB C.
Got through the shoot and sent an email to Mikael describing the issue.
I unexpectedly get an email back from him in under 5 minutes asking me for more details.
In under 45 minutes he found the problem and in about 90 minutes from my 1st email he already had an update to RED Control submitted to the Apple store.
I believe it was early morning where he is (France I believe) meaning he did all of this off normal work hours.
I’m sitting in a coffee shop (in New Jersey) doing bean counter work to later find that the update is already up on the Apple app store.
This is in just under 4 hours of me reporting the original issue.
I’m a regular customer trying to get filming done and not a connected industry person.
Beyond the sensors, the frame rates, the design etc, one of the biggest qualities I’ve observed with RED is to personally support customers. This is well beyond the usual case number and support script but deeply attempting to understand an issue and go that extra mile to problem solve.
When it goes well Its almost having another crew member on set.
I didn’t even get home yet to try the update but I had to send my appreciation for this legendary level of support.
It reminds me of when Jim Jannard was working with OG RED user Leo Ticheli back in the very early days of the RED One to tune REDCODE based on a highly detailed tree stump that gave the early codec trouble.
If the company sale goes through I say to Nikon leadership to take note. This is not just cinema camera brand being purchased but a mindset and tradition that doesn’t always mesh with corporate or cultural norms but does have a way of achieving high quality results that make a difference for the better.
Understand it, respect it, and nurture it or this endeavor would be a wasted opportunity if not a step back for the industry.
Thank you Mikael and RED.
Brian Timmons
BRITIM/MEDIA
Amidst the latest acquisition uncertainty and camera forum vitriol a welcome beacon of light shines bright in the form of Mikael Lubtchansky and RED Control.
Was filming exteriors with the KX using RED Control and my iPhone Pro Max 14 as monitor.
Started experiencing unusual crashing with the RED Control app when tethered to camera via USB C.
Got through the shoot and sent an email to Mikael describing the issue.
I unexpectedly get an email back from him in under 5 minutes asking me for more details.
In under 45 minutes he found the problem and in about 90 minutes from my 1st email he already had an update to RED Control submitted to the Apple store.
I believe it was early morning where he is (France I believe) meaning he did all of this off normal work hours.
I’m sitting in a coffee shop (in New Jersey) doing bean counter work to later find that the update is already up on the Apple app store.
This is in just under 4 hours of me reporting the original issue.
I’m a regular customer trying to get filming done and not a connected industry person.
Beyond the sensors, the frame rates, the design etc, one of the biggest qualities I’ve observed with RED is to personally support customers. This is well beyond the usual case number and support script but deeply attempting to understand an issue and go that extra mile to problem solve.
When it goes well Its almost having another crew member on set.
I didn’t even get home yet to try the update but I had to send my appreciation for this legendary level of support.
It reminds me of when Jim Jannard was working with OG RED user Leo Ticheli back in the very early days of the RED One to tune REDCODE based on a highly detailed tree stump that gave the early codec trouble.
If the company sale goes through I say to Nikon leadership to take note. This is not just cinema camera brand being purchased but a mindset and tradition that doesn’t always mesh with corporate or cultural norms but does have a way of achieving high quality results that make a difference for the better.
Understand it, respect it, and nurture it or this endeavor would be a wasted opportunity if not a step back for the industry.
Thank you Mikael and RED.
Brian Timmons
BRITIM/MEDIA
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