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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 :)

New problem...

Guys. I know that this sucks out loud. You have all the right to be pissed, irate, disgruntled, sad, depressed, disappointed and maybe even over it. I know that every one of those emotions have played out here today in Lake Forest. The main conference room had all the joy of a morgue this morning.

We are thankful to those of you who can understand that we are human and there are events that take place beyond our control, from vendor issues to parts supply to component gremlins, to a shift in demand. Forecasting a product like a RED One, in its overall complexity, in numbers that exceed, by far, all other competitors combined, is not hard science.

To those of you that are still in shocked silence at your monitors, wondering what the hell is going on here, we understand your frustration. We don't deny you your ire. Know that whatever you feel, we feel it in spades. Today, April 30th, is the last day I hope to apologize about a delivery delay, but the quality of the product will remain our first priority.
 
Jason Ing said:
What about putting a web-cam in the production assembly room? Then redusers will have something to pass their time jealously watching Red cameras being built for other users and they can also count down to their camera. :)

Just kidding on that one!

Can you imagine? We would have dozens of new threads with titles like, "Do they really have to have breaks?"... or... "So-and-so was late to work again!" :)
Click to expand...

LOL:)
 
Jon and everyone else at RED: We understand. And for myself, if I only know that the cameras are rolling out every day I'm 100% OK. What more can you do?
 
Thanks Jon Respecting and understanding our feelings .but is there is a

chance this schedule you have posted maybe accelerated .
 
Steve Phillipps said:
But if there are folks out there who want to bow out for now rather than waiting another 6 months, can they get a deposit refund?
Steve
Click to expand...

Absolutely. There has never been a question in the history of the company regarding a refund. Whether it is a deposit or a pre-payment in full, request for a refund will always be quickly fulfilled.
 
BASSAM MSSALATIE said:
Thanks Jon Respecting and understanding our feelings .but is there is a

chance this schedule you have posted maybe accelerated .
Click to expand...

Bassam, that is our plan. We have every intention of exceeding the schedule, we simply don't want to have to push it back again. It is conservative because we want to beat it and not fall behind again.
 
Thanks Jon, best of luck with catch-up! It's very obvious that you all care very much, and are all trying very hard. I'm sure everyone, even the disappointed ones appreciates it.:love:
Steve
 
Hey Jon,

Thanks for telling us how it is. I know you guys are working your asses off to fill those orders. But one question...

Is there any way for those of us who've paid, but are caught up in the traffic jam, to know about when our cameras might ship? I realize this may be difficult to sort out, but just thought I would ask.
 
Jon

I think it would be a great frustration remover if you could estimate for us who has paid up, when you will be able to ship. May is a loooong month. It is better to know IMHO, than just wait for that glorius e-mail every day.
 
Jeff Kilgroe said:
Hey Jon,

Thanks for telling us how it is. I know you guys are working your asses off to fill those orders. But one question...

Is there any way for those of us who've paid, but are caught up in the traffic jam, to know about when our cameras might ship? I realize this may be difficult to sort out, but just thought I would ask.
Click to expand...

This is what I asked Brent also. A realistic idea of when you paid = when it will ship (aka, 1 week, 2 weeks, 3 weeks, june...) Even a number of, there are 79 camera that need to be shipped before yours would be great.
Heck, a list of the cameras in shipping order if you don't want to so much work to tell us who's where in line.

Matthew
 
Hey Jon... I'll help out and speed up the work flow by at least one more Red by lending my Red to the next guy in line behind me until all of this passes... just lend me the Epic prototype in the meantime.... :)
 
macville said:
This is what I asked Brent also. A realistic idea of when you paid = when it will ship (aka, 1 week, 2 weeks, 3 weeks, june...) Even a number of, there are 79 camera that need to be shipped before yours would be great.
Heck, a list of the cameras in shipping order if you don't want to so much work to tell us who's where in line.

Matthew
Click to expand...

I can tell you this, my reservation is #1034 my payment cleared on april 7th 2008, after talking with RED today it sounds like and if all goes well I'm hoping to get my camera by next week. it sounded like there are roughly 30 people to ship before me.

keep in mind that people in higher serial numbers who paid before me even if it was just 1 day before me and even if they are 500 serial numbers after me and 2 reservation groups after me they get their camera first.

I heard of people just sending in as much money as soon as possible so they would get the camera early then they just wait for RED to reimburse them the difference. I actually went through the steps of waiting for my purchase order and total amount to be properly calculated which took a few weeks since the turn around time with my rep on e-mails was roughly 2-4 days for each one and it took several e-mails to straighten out the items i wanted.
 
Jason Ing said:
What about putting a web-cam in the production assembly room? Then redusers will have something to pass their time jealously watching Red cameras being built for other users and they can also count down to their camera. :)
Click to expand...

That´s a pretty good idea. RED can do it same like http://www.escargot.fr/ When you place an order for their snails, you will get accesss for the webcam to see your food growing. They do not have problems with costumers asking about delivery dates, everyone can see how long it takes to grow :bleh:
 
Whoa... that might put me at the end of May then. I just sent in my wire earlier this week. :)

Is it okay to ask how many Red's ship per day on average?
 
Jeff Kilgroe said:
Hey Jon,

Thanks for telling us how it is. I know you guys are working your asses off to fill those orders. But one question...

Is there any way for those of us who've paid, but are caught up in the traffic jam, to know about when our cameras might ship? I realize this may be difficult to sort out, but just thought I would ask.
Click to expand...

QA is a cruel mistress. It greatly effects the number of cameras that pass on a daily basis, but is absolutely necessary for a product of this level of sophistication and complexity. Enough so that it makes daily delivery numbers impossible to predict. The best I can do today is to tell you that if you're paid up today, you'll get a camera in May. The longer ago that you were paid up, the sooner that email will come. Sorry for the vague answer. When greater details are available, you'll be the first to know.
 
I appreciate that this was an unforeseen situation, and I'm guessing the company is making every effort to resolve our purgatorial position fairly.


For the future, though, it could have been handled better in a few ways which are mostly, i suspect, about communication:

Red usually avoids date-specific pronouncements unless they're rock-solid sure--and that's a GOOD thing and a policy I've appreciated since the beginning.

But when my rep, after disappearing with no communication and no one apparently handling his orders for, I'm guessing, almost a week, finally surfaced and wrote, factually and without caveat or qualification, that the order would ship "next week"... I believed him... (and that was April 10) because they never throw out a date if they can't back it up.

On the brighter side, I then wrote both Brent and Big Jon about the situation and they both responded immediately, thoughtfully and helpfully... but with information COMPLETELY different than what my rep had told me. Smartly, they didn't promise a specific date, but simply clarified the policy and explained how it would, in fact, impact my order, which was paid for April 4. So now I'll wait until I can't anymore....... but meanwhile the clock is still ticking on commitments I've made based on the promises I was given.

In sum: if people are a little bent because of the delay, it may not necessarily just be because they want it when they want it... if an order is mishandled or a promised ship date is blown without so much as a returned phone call or email for a week, there may be pretty good cause and 'suck-it-up-or-get-out' posts from people who haven't been given broken promises don't make an already bad situation any easier.

Better, clearer communication from reps would go a long way toward customers' acceptance of unforeseen delays.
 
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