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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 :)

Red Customer Service Issue

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Stephen Franco

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What's up everyone? I just ordered some stuff from RED, a RED one side SSD module and the Red Station Red Mag. I received the side SSD w/no issues, but the Red Station never showed up. I called FedEx and they said that they had a truck fire and that they were sending the packages back to the senders, and I asked how it all worked with something like this. They said they generally send it back to the sender and the sender files the claim, since it really has nothing to do with the recipient since it was never delivered. So I call RED to give them the heads up, and the guy was very put off and said that it was "on me" and that if I wanted another I needed to purchase it again. WTF?? Has anyone else experience TERRIBLE customer service from RED?? I am a fan of their products but if it's always like that then IDK if I want to buy more stuff from them. So now I have to see if and when FedEx gives me the money for a package I never even had in my possession before I can get a red station red mag.
 
Stephen,

Looking into this. We will make it right.

Stephen Franco said:
What's up everyone? I just ordered some stuff from RED, a RED one side SSD module and the Red Station Red Mag. I received the side SSD w/no issues, but the Red Station never showed up. I called FedEx and they said that they had a truck fire and that they were sending the packages back to the senders, and I asked how it all worked with something like this. They said they generally send it back to the sender and the sender files the claim, since it really has nothing to do with the recipient since it was never delivered. So I call RED to give them the heads up, and the guy was very put off and said that it was "on me" and that if I wanted another I needed to purchase it again. WTF?? Has anyone else experience TERRIBLE customer service from RED?? I am a fan of their products but if it's always like that then IDK if I want to buy more stuff from them. So now I have to see if and when FedEx gives me the money for a package I never even had in my possession before I can get a red station red mag.
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Red customer service was kick ass in the past. yesterday they gave me a run for my money however and was frustrated with them for the first time ever. I understand they get busy and stuff slips through the cracks but which company hasn't screwed you once or twice. I'm positive they will work it out with you, they finally came through for me after the dust settled. Red getting bigger now so just give them time to catch up with themselves. Their products differently make any wait or frustration worth it in the end.
 
Red customer service has always been absolutely second to NONE, since my first experience during the deposits for my first 3 R1 cameras with Kelly and Ted... Never had an issue and customer service has gone better with every Bomb Squad change I had during the years as RED it self has grown and added better environments for customer relations, however they now also she a completely different shipping quarters, and over 500 employee so, they no longer are what they begin been and amongst so many there could be the occasional yet to be fully disciplined... Don't let one bad experience spoil it for you...

Sorry to hear what has happened, but rest assure that RED has a great rep on getting on top of things... fast... Just check how long it took for some one form RED to reply to your complain Stephen... ;)
 
After I posted this I received a phone call and an email from a red rep, Kevin Solomon, saying they were getting out another one to me ASAP. So it seems only my first call was a negative experience.

So, here's the update, I called FedEx a second time, explained my situation to them and asked them if I could hand inspect the package and that maybe it was packaged well enough to be ok. The Fedex person said they hadn't personally seen the damage, but were told that 99% of the packages were in an undeliverable state due to either the fire, the smoke, or the water from the fire department putting it out. I gave them my info just in case there were any updates. 45 minutes after I had talked to them, a fedex van showed up with a package that was a little wet on the outside. I opened it in front of him and confirmed that it WAS packaged very well and the moisture didn't even get to the actual product. So props to FedEx for such phenominal service, and Michael Keegan for responding so quickly on here and to Kevin Solomon for trying to send a new one so quickly. All in all just happy I got what I needed and that everything worked out.
 
It's always awesome to see RED BS crew reaching out when a negative experience comes around.

That first guy is pretty lucky you didn't remember his name. A fire happens on a FEDEX truck and you front the bill... ludicrous!

Nice job Michaelk.

michaelk@RED said:
Stephen,

Looking into this. We will make it right.
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Red Customer service one of the top level in the world :-).
 
I had my RED rep call me back on his snow boarding holiday/vacation just to make sure I was in the loop of what was happening with my orders and gear. I don't know any company.. any company that its customer serve folks would call you back on their holiday/vacation to make sure everything was ok with your order… or answer you questions.. Thats service beyond…
RED Second to none..
 
so far my experience with Red support has been tremendous. They always came through. I have nothing but respect for this company! :)
 
Considering how much interaction I've had with RED's support team--if they weren't A+ I would have given up on RED a long time ago. Those guys are the heroes of RED. Never had a bad experience. Yeseterday I got a confirmation of receipt of my RMA'ed Epic, an update today that it was fixed and ready to ship out and then a tracking #. They even replaced a mainboard on one of my Scarlets out of warranty free of charge (except shipping).
 
Damnit I jinxed it. I send my camera in, easy maintenance (remove chunk of dust that got in the last time they fixed my epic)... and they don't fix it, call it done and mail it back. That's 2 weeks of my Epic being out of commission in the last 8 months... with probably another week of having to mail it back to RED now again. ARGHHHHHH. I'll accept not fixing a transcient weird software glitch but not removing a giant piece of debris on the sensor and mailing it back without pointing a flashlight at the sensor to make sure you actually did your job. That's just gross negligence. *grumble grumble*
 
Stephen Franco said:
What's up everyone? I called FedEx and they said that they had a truck fire ...............

So I call RED to give them the heads up, and the guy was very put off and said that it was "on me" and that if I wanted another I needed to purchase it again. WTF?? .
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RED takes no responsibility for shipping. None. You arrange insurance yourself if you want it. If the item is not delivered it is "on you".

Without insurance you are screwed.

The item belongs to you the moment it leaves the RED warehouse and if anything happens to that item it is on the customer.

This does not seem right to me. If an item doesn't make it to your door it should be on the supplier to fix the problem. RED says shipping is your responsibility, therefore if you don't get the item they just say it left their office, now it belongs to you during shipping.

Now if you order with a credit card and a purchase doesn't turn up RED cant wriggle out of supplying you the item. At least you can put the credit card company to work at dealing with RED. The credit card company would, I guess , force RED to do the right thing. I`ve done this with another supplier with a similar policy to REDs and although it takes time, the credit card company will get you the item or the cash back.

RED should charge a little more for shipping and take responsibility for shipping. If an item goes missing or is damaged, RED could use the inflated shipping charge everyone pays to cover these infrequent unfortunate events.
 
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Gavin, I replied to your other thread.

D Anderson, this topic does pop up every couple of years.

Let's clarify the statement: "RED takes no responsibility for shipping." RED does ship "ex works" and that means once product leaves our facility, it is the customer's property, you are correct. This is in the terms and conditions every customer signs and is very common. But, I think stating we take no responsibility is not true. The fact the OP brought a situation to our attention and, at the end of the day, we resolved it. I would argue that is indeed us working with the customer to make the situation right.

And I know our reps, if a situation is brought to their attention, will make every effort to assist the customer.

Conversely, sure, we could insure every package, charge you a lot more to cover that insurance. And, what would the end result be? Probably the same thing that happens now, the rep would work with the customer to make it right. But every customer would pay more per shipment.
 
Brent@RED said:
Gavin, I replied to your other thread.

D Anderson, this topic does pop up every couple of years.

Let's clarify the statement: "RED takes no responsibility for shipping." RED does ship "ex works" and that means once product leaves our facility, it is the customer's property, you are correct. This is in the terms and conditions every customer signs and is very common. But, I think stating we take no responsibility is not true. The fact the OP brought a situation to our attention and, at the end of the day, we resolved it. I would argue that is indeed us working with the customer to make the situation right.

And I know our reps, if a situation is brought to their attention, will make every effort to assist the customer.

Conversely, sure, we could insure every package, charge you a lot more to cover that insurance. And, what would the end result be? Probably the same thing that happens now, the rep would work with the customer to make it right. But every customer would pay more per shipment.
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Hi Brent

If its in the terms and conditions but RED wouldn't enforce it perhaps a change is needed in the T&C? I understand you guys would do the right thing, and I guess few people read the T&C anyway, but a change here would mean a customer doesn't need to wet their pants (like the OP) if something does go missing.

I think my point is people are used to suppliers taking responsibility for an item till it gets into their hands. EX Works shipping, as you describe it, is not common in my experience. Just my 2 cents.
 
Actually, let me clarify, technically the shipment is Ex Works only when the customer requests we use their freight forwarder, which is not often at RED. When using our standard and approved carriers (such as FedEx), it is Carriage Paid To Destination. As a global shipping company, we have have to use globally accepted shipping terminology (Incoterms 2010).

We could go on to discuss the pros and cons of distribution centers, etc etc. But, it all boils down that we have been operating under this premise since we first started shipping in 2007. Much discussion when into our logistics policies and procedures - which we have taken customer feedback and integrated where it makes sense along the way. Hopefully, everyone understands we take each aspect of our business very seriously, we always try to put ourselves in the shoes' of the customer, and - within reason - will do our best to continue what we think is industry leading customer service. If we didn't think that way, there would be no free firmware upgrades, no ability to upgrade sensors without buying a new camera, no dedicated BOMB SQUAD for each and every customer, etc.
 
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