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Pissed off with Red UK customer service

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Antony M

Antony M

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Getting pissed off with Red UK.


Wed 20th
10:55: Phoned to get prices for parts. Alex said he would call back in 5 minutes. I wait over two hours, but no call.
13:05: I phone again and get told he will call back. He doesn't!
17:00: I phoned again and this time spoke to the helpful Vicky. She identified the parts. I told her I needed the parts delivered for Friday, because I have a shoot on Saturday!!! She said no problem.




Fri 22nd
13:30: The package arrived, but when I opened it... you guessed it!!! It was the wrong cable!!!!!
14:00 I phoned and spoke to Brady. I explained that I needed the correct cable for a shoot on Saturday. He said he would get my Bomb Squad rep to call me back as soon as he was at his desk.
17:30 Sam phones and leaves a message just telling me to return the wrong cable and they would credit it and send me out another cable. I phoned him straight back to get an answer message saying the office closed at 5:30pm and that no messages would be taken.


So, thanks! No cable for tomorrow's shoot!
 
Antony,

Just aside for the service issues...

What cable do you need? Maybe there is a local user who can help you out.

Battistella
 
Hi Antony,

Going to send a note to the team and see what we can do.

Antony M said:
Getting pissed off with Red UK.


Wed 20th
10:55: Phoned to get prices for parts. Alex said he would call back in 5 minutes. I wait over two hours, but no call.
13:05: I phone again and get told he will call back. He doesn't!
17:00: I phoned again and this time spoke to the helpful Vicky. She identified the parts. I told her I needed the parts delivered for Friday, because I have a shoot on Saturday!!! She said no problem.




Fri 22nd
13:30: The package arrived, but when I opened it... you guessed it!!! It was the wrong cable!!!!!
14:00 I phoned and spoke to Brady. I explained that I needed the correct cable for a shoot on Saturday. He said he would get my Bomb Squad rep to call me back as soon as he was at his desk.
17:30 Sam phones and leaves a message just telling me to return the wrong cable and they would credit it and send me out another cable. I phoned him straight back to get an answer message saying the office closed at 5:30pm and that no messages would be taken.


So, thanks! No cable for tomorrow's shoot!
Click to expand...
 
Wow. What a great response!
Thanks guys.
Sam has just phoned me back and says their answer machine was turned on by mistake. They only had 2 people in the office today.
Problem is now sorted for this weekend.

Thanks everyone!
 
Have a great shoot!

Glad to here is was sorted so quickly.

As an aside, my experience with RED UK has been nothing short of stellar on every level.

Battistella
 
Antony M said:
Getting pissed off with Red UK.


Wed 20th
10:55: Phoned to get prices for parts. Alex said he would call back in 5 minutes. I wait over two hours, but no call.
13:05: I phone again and get told he will call back. He doesn't!
17:00: I phoned again and this time spoke to the helpful Vicky. She identified the parts. I told her I needed the parts delivered for Friday, because I have a shoot on Saturday!!! She said no problem.




Fri 22nd
13:30: The package arrived, but when I opened it... you guessed it!!! It was the wrong cable!!!!!
14:00 I phoned and spoke to Brady. I explained that I needed the correct cable for a shoot on Saturday. He said he would get my Bomb Squad rep to call me back as soon as he was at his desk.
17:30 Sam phones and leaves a message just telling me to return the wrong cable and they would credit it and send me out another cable. I phoned him straight back to get an answer message saying the office closed at 5:30pm and that no messages would be taken.


So, thanks! No cable for tomorrow's shoot!
Click to expand...

No excuse for this...I would be pissed off as well. Sorry man.

Glad it was sorted in the end, and hope your next experience with us is a little better... the UK guys really are a great bunch.
 
Yeah, i have to say I've only ever had first class service that puts everyone else to shame in the UK from Red Europe.
 
I don't get this 'whinging' on such a forum.
Alan Piper and the boys, but especially Sam Measure, have always, and I mean always, sorted me out when I have had issues. And I have had quite a few!
But as a pro in this game, there must always be a plan B.
So plan A didn't work, where's plan B?

Please grow up!

Kind regards,
Phil Barthropp
 
Phil Barthropp said:
I don't get this 'whinging' on such a forum.
Alan Piper and the boys, but especially Sam Measure, have always, and I mean always, sorted me out when I have had issues. And I have had quite a few!
But as a pro in this game, there must always be a plan B.
So plan A didn't work, where's plan B?

Please grow up!

Kind regards,
Phil Barthropp
Click to expand...

I agree. Two occasions we needed urgent repairs, both times excellent and prompt service. Several times urgent parts needed and always prompt service and the guys at Red Europe go out of their way to help us get our work done.
 
Just wanted to say that I'm in charge of a camera rental in Paris, and that Alan's team ( with a special for Sam) has never let us down.
They've been really fast with every camera repair.
They are a great team, hope we'll manage to work like this for long....
 
Phil Barthropp said:
I don't get this 'whinging' on such a forum.
Alan Piper and the boys, but especially Sam Measure, have always, and I mean always, sorted me out when I have had issues. And I have had quite a few!
But as a pro in this game, there must always be a plan B.
So plan A didn't work, where's plan B?

Please grow up!

Kind regards,
Phil Barthropp
Click to expand...

It kinda looks to me like this thread is Plan B. He didn't get the service he needed, so he took the problem public. Seems to have worked pretty well,too. He got Red Europe to solve the problem, he got a great alternate solution from Battistella, and an apology from the Fire Chief.

And yes, it's a little embarrassing for Red to have this stuff out in a public forum, but it also gives them a real chance to improve what seems to be an already (usually) good customer service system. Just letting it slide wouldn't do that.
 
No!

Going public with such an aggressive complaint should be plan F.

Making out that the crew at Red Europe are incompetent and un-professional, theres no need for that.

It just gives everyone more ammunition to have a go.

We just don't need that, it's tough enough as it is...

With respect,

Phil
 
I have had unbelievably good service from RED Europe over the last few years
I plague them with emergency repairs, fast turnarounds and they go out of their way to help
My cameras go out all over the world often into extreme conditions and Alan and his team keep me in business
I am particularly grateful to Sam Measure, my rep and Callum Buckley
 
Björn Benckert said:
Problem solved,no. So can we delete this thread.
Click to expand...

A great example of RED's response to a problem and triangulating resources to solve problems.
I had the same thought this morning so I will close it up.
Cheers

Thanks Bjorn
Battistella
 
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