Online Repair Status/Tracking ( Beta )

[Jarred Land]

Today we have released a new feature on RED.COM where you can log in and track your repair/upgrade/service. It will appear under service requests once you login to your account..

Now that it is here ( at least in Beta ) it is kinda ridiculous to think we have gone so long without this... almost half our service calls have been " Can I get an Update? "

Hopefully this will help.

 

[Clark Dunbar]

GREAT !

 

[jacob.schwarz]

this is going to make a lot of people happy! me especially!

 

[Bob Gundu]

Hopefully We'll never have to use it :smile:

 

[justin ahlmann]

Ahhh, this will make life so much better indeed! Knowledge is convenient, and power so I've heard.

 

[Kristin Stewart]

And what about Europe ? How Red cameras will be repaired in the future ? By authorized shops ? Once the UK border will be closed, how are we going to have a good European support ?

 

[Jarred Land]

And what about Europe ? How Red cameras will be repaired in the future ? By authorized shops ? Once the UK border will be closed, how are we going to have a good European support ?

The example I posted is actually a real UK repair order

 

[Kristin Stewart]

The example I posted is actually a real UK repair order

Yes, thanks Jarred but it doesn't answer my questions ;-)

 

[Ketch Rossi]

Nice feature.

 

[vincent kardasik]

Yes, thanks Jarred but it doesn't answer my questions ;-)

Kristin, I feel your concern...
The all authorized shop / customer service is kind of killing me right now.
For a small thing such as a locked EVF mount, it can take a serious amount of time and affect my shooting schedule.
To make it short, after requesting an RMA, I had to send my EVF mount to Germany (I'm based in France like you), the retail team other there is super nice but after opening the EVF mount they realized they needed a special tool.
They ordered it and it came all the way to Irvine, of course it took some time, a week or so... Tool arrived but the issue is due to a washer they don't have in stock... They made another request to Irvine and no reply yet...
I haven't been able to use my EVF since February 8th... They will send the mount back tomorrow as they don't have any update so far and they don't know when that washer will be available...
Basically I should have bought another EVF mount for 750€... But damn, it hurts and I'd rather invest somewhere else... The all repair process is sketchy and reminds me of previous experiences with other brand such as DJI back in the days... I wasn't used to that at all with Red so far.
Jarred, Brent, sorry if this seems out of subject: tracking upgrade and repair online is great, really, but it doesn't improve the European support...

 

[Kristin Stewart]

Yes, Vincent, every Red owner in Europe has a little apprehension when switching on their Red camera, or checking the files at the end of the day. The pictures are wonderful, but if something goes wrong, it's gonna be a big nightmare for sure.

I guess it's like that in every love story. It's often a wise idea to have a second lover just in case your first lover doesn't meet your expectations, but it may ruin you ;-)

Courage, as we like to say here.

Kristin

 

[Maximilian Schmige]

Thanks. This is very helpful. It would be great, if you can add email notification for each event. Would eliminate the need to check status.

 

[Moritz E]

I hoped to find some solution on my "buggy" scarlet-x #945. Unfortunately no infos about any repair are present. This camera drives me crazy :huh: