Raven Down/ Feeling Bummed

[John Rogers III]

I’m a little bummed right now. So I got my Raven a few weeks ago and I’ve been trying to test it over the few weeks I’ve had it. I got it through AbelCine via being referred to them by my awesome Bomb Squad rep Josh Garcia. Anyway, I noticed these horizontal lines popping up sporadically and I didn’t know what was the cause. It is crazy because I'll have 6 good clips and then a random clip with a ugly horizontal line in it. I’m new to RED so I didn't know if it was maybe my computer program (FCPX) doing it or what. I put in a support ticket about this today and then after sending a log and several emails I’m told to send the camera in, of course at my expense. Ok cool whatever. But after talking with the Red representative over the phone I start hearing about evaluation fees and replacement fees and such…I’m like dude I haven’t done anything to this camera. Basically after me saving an arm and leg to get into the Red ecosystem now I have to pay to get something fixed that came to me broken? IDK… I’m not rich. I just feel a bit deflated.

 

[Kevin DeOliveira]

Evaluation fees!? The camera is still under warranty, so that doesn't seem to make much sense. Can anyone weigh in on this from past experience?

 

[Curtis Edlin]

All new RED cameras come with a standard 1 year warranty so you should not have any worries there.

Evaluation fees apply to cameras that do not have a warranty and I believe that it is $100 for the evaluation fee.

You will need to pay out of pocket to ship to RED for service though.

I hope this helps.

 

[John Rogers III]

Yeah supposedly some type of evaluation fee and replacement fees are applicable...it just felt like I was being blamed for whatever problems the camera is having...like I don't know. I've already spent like 13K for a basic set up...I'm running out of dough...LOL

 

[John Rogers III]

All new RED cameras come with a standard 1 year warranty so you should not have any worries there.

Evaluation fees apply to cameras that do not have a warranty and I believe that it is $100 for the evaluation fee.

You will need to pay out of pocket to ship to RED for service though.

I hope this helps.

Thanks.

 

[Reuben Evans]

Hey - I had something very similar happen with my Weapon. It occurred when I was doing 80fps or so in 6K HD with ProRes on. Without ProRes I couldn't see a problem. Does that sound like your settings? Eventually I noticed an error popping up that RED diagnosed as a "hardware error." They had me send it in and i had it back in a week. No errors since then.

 

[John Rogers III]

Hey - I had something very similar happen with my Weapon. It occurred when I was doing 80fps or so in 6K HD with ProRes on. Without ProRes I couldn't see a problem. Does that sound like your settings? Eventually I noticed an error popping up that RED diagnosed as a "hardware error." They had me send it in and i had it back in a week. No errors since then.

Well I never used ProRes. The horizontal line was appearing on mostly all the resolutions and shutter speeds I was using though 4.5K down to 2K R3dCode. The Engineers did tell me something similar...like my log reported some hardware error, so maybe this is a similar issue to what you experienced. Glad to hear they got you fixed up quickly! Hopefully the Red Team will get me back in the game soon as well.

 

[Björn Benckert]

If you are using a trashcan I would send that to apple... As its more likely whats the fault then the camera. But first check your clips on another computer if you got a trashcan or actually always check on several computer before sending away camera.

 

[Terry VerHaar]

It is kind of hard for anyone to offer help or even support. Like others have said, your camera clearly should be under warranty. Without knowing exactly what fees or charges are actually being proposed or assessed, how can anyone really comment? If you are being charged for some damage that has to be fixed, then I guess it's a matter of arguing who or what is at fault. If it is a matter of something wrong with the sense or the ASICsr, and assuming you haven't done anything to damage any of that, then I can't imagine why you would be charged for any repairs.

 

[Nick Morrison]

Your camera has a standard 1 year warranty. RED should fix no issues. They have amazing customer service.

 

[John Rogers III]

It is kind of hard for anyone to offer help or even support. Like others have said, your camera clearly should be under warranty. Without knowing exactly what fees or charges are actually being proposed or assessed, how can anyone really comment? If you are being charged for some damage that has to be fixed, then I guess it's a matter of arguing who or what is at fault. If it is a matter of something wrong with the sense or the ASICsr, and assuming you haven't done anything to damage any of that, then I can't imagine why you would be charged for any repairs.

Terry my question was answered already but basically I guess when a rep is conversing with someone about having issues with a camera they have to state that fees could apply... evaluation fees and etc... It threw me off because my thought was that it was covered under warranty so why is he saying this... Again it just threw me off. I guess he should have also said that... Hey man your camera is under warranty but he didn't so that's were the confusion came in. I sent the camera in already so hopefully it will be resolved soon without incident. Thanks for your reply.