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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 :)

Misleading turn around times

Stefan Scherperel

Stefan Scherperel

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I hate to place a complaint, as I have been very happy with Red's service thus far, but I am running out of options and don't know where else to turn. We sent our Red One into red 25 days ago as trade in for an epic X. At the time, all components of the Epic on the red store and according to our red rep were in stock and ready to ship, including the epic itself. It took a few extra days for red to inspect our camera after receiving it, but finally all was approved, money was sent within the hour and we were sent a fedex tracking number. Package arrived a few days later and all was included, except the 5" LCD and the EPIC itself. Instead we get a shipping order that say EPIC- Not available. I call our red rep and she tells me that yes the Epic is not available at this time. I look on the Red website, it says, epic ships within 3 to 5 days. We waited to get our epic because we needed to find a break in our shooting schedule to work the trade in. We are grateful to red to offer the trade in, but now find ourselves without any camera whatsoever and we are missing shoots. We have a shoot starting next Thursday that cannot be missed, and we do not have an allotment in the budget to rent a camera, also being that we just dropped 20Gs on an epic and accessories. We played it very cautiously in trading in our beloved red, making sure that we had enough time in between shoots, but we are really stuck without a paddle. I talked with our rep on Friday and was told the epic should ship today. I even paid extra to have it ship overnight now, which I feel I should not have had to pay for being that everyone keeps apologizing to me that things are taking very long, and they just updated their computers etc. Today I call our rep and am told she is in a meeting, and she will call me back. I finally call again at 4:45PM, I am told she is still in a meeting and will call me back. I ask what time they close, and am told 5PM, but assured that I will still recieve a call back. NOTHING.
This is not the type of service that I have come to expect from Red, and am very dissapointed. I'm not sure what else I can do, but vent.
 
Hi Stefan,

I forwarded your post to Keegan, our domestic sales manager, and he is looking into this now. Rest assured that Keegan will get this sorted for you.

NICK
 
If all else fails stefan id be more than happy to lend you my scarlet. :)
 
Hi Stefan,

Your Rep has been requesting updates from our warehouse daliy as has all the reps working for updates for cusotmers who are waiting on product. We have all departments working at full speed to get out gear as quickly has possible.

In regards to your order it should be hitting the shipping dock today to go out, i will have your rep follow up with you and confirm.


Stefan Scherperel said:
I hate to place a complaint, as I have been very happy with Red's service thus far, but I am running out of options and don't know where else to turn. We sent our Red One into red 25 days ago as trade in for an epic X. At the time, all components of the Epic on the red store and according to our red rep were in stock and ready to ship, including the epic itself. It took a few extra days for red to inspect our camera after receiving it, but finally all was approved, money was sent within the hour and we were sent a fedex tracking number. Package arrived a few days later and all was included, except the 5" LCD and the EPIC itself. Instead we get a shipping order that say EPIC- Not available. I call our red rep and she tells me that yes the Epic is not available at this time. I look on the Red website, it says, epic ships within 3 to 5 days. We waited to get our epic because we needed to find a break in our shooting schedule to work the trade in. We are grateful to red to offer the trade in, but now find ourselves without any camera whatsoever and we are missing shoots. We have a shoot starting next Thursday that cannot be missed, and we do not have an allotment in the budget to rent a camera, also being that we just dropped 20Gs on an epic and accessories. We played it very cautiously in trading in our beloved red, making sure that we had enough time in between shoots, but we are really stuck without a paddle. I talked with our rep on Friday and was told the epic should ship today. I even paid extra to have it ship overnight now, which I feel I should not have had to pay for being that everyone keeps apologizing to me that things are taking very long, and they just updated their computers etc. Today I call our rep and am told she is in a meeting, and she will call me back. I finally call again at 4:45PM, I am told she is still in a meeting and will call me back. I ask what time they close, and am told 5PM, but assured that I will still recieve a call back. NOTHING.
This is not the type of service that I have come to expect from Red, and am very dissapointed. I'm not sure what else I can do, but vent.
Click to expand...

Best Regards,

Michael
 
Domenic and Jason, thank you very much for your offers, it is very much appreciated. I just got a call from my red rep this morning letting me know that the camera will be shipping today, hopefully meaning that the camera will be here tomorrow so that I have time to go over everything and make sure we are operating for Thursday. Thank you Nick and Michael as well. I know everyone has their hands full at the moment and it is appreciated to know that you have taken the time out to check on our situation.
 
UPDATE!!!
So we have two FED EX packages on the way to our office, just in time for our shoot. One of them is our EPIC the other is some addition equipment that was found needed at the last moment. Talk about coming through for us, Andrea our Bomb squad rep came through with flying colors, getting all of the gear ordered immediately and shipped within hours. Thank you Andrea. I know things can get crazy, things have been crazy around here as well. Like they always say in the film business, "hurry up and wait". I guess that goes for the retail side of the business as well.
Again, we appreciate all of the RED reps for taking care of our situation, and getting our gear in time for our shoot. We have built a business around our RED equipment and I have to say that we have been very blessed to have found a company that we can rely on time and time again. I know from past experience that customer service has never been so personal and reliable with any of the vendors I have worked with in the past.
 
Stefan, thank you for that post. After last week, the BOMB SQUAD (and plenty of others at RED) are working a ton of hours to keep their heads above water. We appreciate everyone's patience as we keep pushing forward.

BC
 
Nice to see you guys got your orders sorted. Unfortunately, I'm still waiting on my Rocket delivery. Thought for sure I'd have it by end of last week, now I'm stuck renting one for a three day shoot instead of charging a kit rental for my personal unit. I know there was a order system upgrade, but I figured an order placed on the 24th would be a safe bet.
 
Hi Robert,

I will look into your order, we have been behind on a lot of NY shipments due to Sandy and Fed Ex not excepting some NY zip codes for shipments.

Regards,
 
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