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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 :)

Paid, but not delivered

Tony Lorentzen

Tony Lorentzen

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Just throwing this frustration out there - would like any kind of feedback from anyone in the same situation.

So - on july 25 I got an e-mail asking me whether or not I wanted to purchase the RED Pro Prime lens set I had on order. If I wanted to take delivery I had to reply back within three business days in order to be part of the next delivery group. I did so and asked for payment information, which I got the day after. I was told that my lenses would ship around the end of "this week" - being the last week of July. I paid the following day and on top of that I ordered the 300mm, which I paid for by credit card. For some strange reason RED didn't process my credit card payment until a week later and then confirmed on August 3rd that the payment was processed and that the lenses would ship within the next 3-5 days. On August 19 - after repeted e-mails being sent to RED asking for some kind of status - I get a notice saying that metric sets are being fulfilled in much lower numbers than they had anticipated. I am told that due to my fast payment that I'm one of the people in the front of the queue and that my delivery group will begin shipping the "coming week or so" - supposedly the week of Aug. 21-25 (or so).

I might not come as a surprise that as of today I have not yet received any notice about the lens set being shipped.

So the deal is... RED took my money - more than $23.000 USD - over a month ago ($1900 of which they've had since April 22nd) and I still haven't received anything.

I know this lens set is great value for money, but I'm not a bank and if I was then I'd want something in return for lending out money. In these poor economic times I can't afford to have my money held up like this. I'd like my lenses to be out there and make money.

I seriously think RED should compensate people for this. It's not acceptable in any way. What do YOU think?

In the part of the world where I live it's agains the law to take people's money unless you're going to ship that very same day. Obviously it must be different in the US.
 
well, as i often see, the squeaky wheel gets the grease. Haven't you been in close contact with a red rep and have them tell you whats up? I'd expect that they would refund your money until the lenses arrived.

Although it sounds unusual, i know Red has been very forthcoming and easy to deal with when i've had issues to resolve. possibly best to deal direct with them before jumping into the public. Hey, its a big company and stuff happens, but it's up to you to remind them of screw ups like this and then get your dough back and pay just before shipping. I don't expect they would be adverse to that.
 
As you can read from my post I'm in contact with them on a regular basis. Why would I ask for a refund when I'm told the lenses are about to ship? Besides - getting a refund would end up costing me even more money due to exchange rates and transaction fees for my bank (I pay to send AND receive money in other currencies). Basically I'd loose close to $1000 on a refund.
 
You know, I think it's pretty clear that items are back-ordered at Red and sometimes things are delayed. I understand your frustration, but the company is what it is and I think you have to take the bitter with the sweet. When you think about how far they extend themselves as a company for the sake of their customers (the Red trade in being an astonishing example) I think you should give them a little slack. It's a small company and a very busy one and I'm sure they are doing all they can to fill your order. Again, I don't blame you for being pissed off, but you should be glad you are not dealing with Sony...
 
Just received an e-mail from RED saying they will ship the lens set today or tomorrow. Finally!
 
Rob Gardner said:
You know, I think it's pretty clear that items are back-ordered at Red and sometimes things are delayed. I understand your frustration, but the company is what it is and I think you have to take the bitter with the sweet. When you think about how far they extend themselves as a company for the sake of their customers (the Red trade in being an astonishing example) I think you should give them a little slack. It's a small company and a very busy one and I'm sure they are doing all they can to fill your order.
Click to expand...

I understand that, Rob. Unfortunately this is not a case of something being "backordered" as normally on the RED Store. I was explicitly told they would ship immediately after I paid, which is the only reason I went ahead with the payment.

Another thing I didn't mention is the fact that I (maybe foolishly) decided to let go of my other lens set assuming I'd have the RPP lens set in my hands very soon after paying. This means I've had to rent other lenses for jobs where I wouldn't have had to rent.

Rob Gardner said:
Again, I don't blame you for being pissed off, but you should be glad you are not dealing with Sony...
Click to expand...

Pissed off is a strong term. I'm just really disappointed because this was definitely not what I expected from RED. They have been outstanding almost every time I've dealt with them. Heck - the upgrade turnaround for me was 4 business days. That's pretty remarkable! Now I just have to get FedEx off my back because they insist I have to pay for the shipping - but that's another story :001_tongue:
 
Tony, I'm in the exact same situation...timeframe and all...hoping this means I too will get a FEDex tracking number in the next couple of days! Brian - could this be true? :)

Best, Cam
 
Cam, you can send me a PM or an email and i will help you out. I can get you the most accurate update for your RPP order.
 
Cam McGrath said:
Tony, I'm in the exact same situation...timeframe and all...hoping this means I too will get a FEDex tracking number in the next couple of days! Brian - could this be true? :)

Best, Cam
Click to expand...

Tony, Cam... don´t feel lonesome... I´m here too, waiting not for one, but for two sets of metric RPPs... ready "by the end of July"... well, actually the notice didn´t mention 2009! :embarassed:
Guido
 
Has anyone received their Metric RPPs yet?
 
Same here. And the most frustrating part is i can't send emails out to any of my reps!!
The mail keeps bouncing back to me. BrianB, an update here perhaps??

yean
 
Yean - try changing your SMTP server if possible. Or use Hotmail, GMail or something similar.
 
Same here.
Wating 2 months for metric RPP set.
Ho
 
I guess that Red is concentrated in fulfilling local US (Imperial) orders, so metric set orders scattered around the world have to wait...
Guido
 
Guidofilippi said:
I guess that Red is concentrated in fulfilling local US (Imperial) orders, so metric set orders scattered around the world have to wait...
Guido
Click to expand...

Is RED a local company or a Worldwide one?
 
Guidofilippi said:
I guess that Red is concentrated in fulfilling local US (Imperial) orders, so metric set orders scattered around the world have to wait...
Guido
Click to expand...

Do not make assumptions like that.

The fact of the matter is that our initial manufacturing levels for RPP were very heavy on the Imperial side. Why? Because before NAB 09, the only orders in the system were for Imperial sets. At NAB 09, we started taking orders for Metric versions of the RPP as well. With higher than anticipated Metric orders for RPP, manufacturing had to play catch up. That is not a "snap your fingers and it is done" type of thing. We have revised the mix of Imperial versus Metric in manufacturing and the Metric deliveries will start to pick up - this month, in fact.

I apologize for the delay some people have experienced. We did truly hope that manufacturing would have more Metric sets sooner than we did.

I hope this clears up any misconceptions about the reason for the delay.

BC
 
maybe it's easier to somehow "construct"/redesign different scales on the lenses itself, so it may include BOTH scales - metric and imperial.

it looks to me that issue with metric/imperial scales is something really unusual in the place where EVERYTHING is modular...

so, let's hope next modification of red primes will use also that modular concept.


filip
 
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