RED doesn't respond to faulty LCD cable

[Andrew Walker]

I sent RED an email on Monday about how their LCD cable is losing the signal from the LCD because of a design flaw in the position of the LEMO connector. The way the cable is designed it will cause a break in the signal from the camera body to the LCD because of the straight connector that comes with the LCD. Because of the straight connector it causes the molding that holds the cable onto the LEMO connector to crack and break. Now I wouldn't be bitching about this if RED would have at least attempted to email me back but instead they seem to be ignoring this problem that I'm having and I know others have had this same problem.

This is also the first time I have had a problem with RED not being right on top of a trouble ticket I submitted. Hopefully this post will bring this to the attention of the people that need to see this because wherever my trouble ticket went the first time must have been the wrong place.

 

[Brent Carter]

I will followup with tech support. No intentional ignoring going on...

BC

 

[Andrew Walker]

Thanks for getting on this.

 

[Peter Hodgins]

I sent RED an email on Monday about how their LCD cable is losing the signal from the LCD because of a design flaw in the position of the LEMO connector. The way the cable is designed it will cause a break in the signal from the camera body to the LCD because of the straight connector that comes with the LCD. Because of the straight connector it causes the molding that holds the cable onto the LEMO connector to crack and break. Now I wouldn't be bitching about this if RED would have at least attempted to email me back but instead they seem to be ignoring this problem that I'm having and I know others have had this same problem.

This is also the first time I have had a problem with RED not being right on top of a trouble ticket I submitted. Hopefully this post will bring this to the attention of the people that need to see this because wherever my trouble ticket went the first time must have been the wrong place.

My LCD connector never worked from day one ... they want me to send both the LCD and connector back ... I guess I will do this ... but I know it's just the connector cable ... I can't even seem to be able to buy just a cable. I've never used my LCD ... using HDMI port instead. Somewhat frustrated.

 

[jimhare]

Hey Andrew, I understand your frustration, but your thread title assumes a lot. To say they all had the information in front of them and are ignoring it is a bit rude.

My guess is it slipped through the cracks, didn't arrive or otherwise went off the rails.

A title asking someone to follow up, or a comedic "hello, anyone there?" would have probably been more appropriate. Or maybe contact Red directly.

In my experience all Red staff can't wait to help us and are way way way above average when it comes to customer service.

How about giving them the benefit of the doubt before saying you are being ignored?

 

[andrewhake]

Why do people feel the need to post here with thread titles like that? Why is the worst always assumed?

Customer service can only be as good as the customer will actually allow. . .

Hope everything works out ok. I am sure it will.

 

[Andrew Walker]

Well when people see fire they come running. I gave RED some time to respond to my help ticket but they didn't. So I know the best way to get someone to contact me is to post here. Like I said before this is literally the first time this has ever happened with RED. Usually they are right on top of things like this.

My Bomb Squad rep contacted me and we got everything all worked out. I don't like to bust the chops of the guys at RED because they have always helped me in the past. But the cable thing was causing my some irritation.

But what is really going on now with that whole LCD cable situation has taken RED out of the conversation because as it turns out the rental house that is renting my gear from me did the old switch-a-roo with my working LCD cable for one of theirs that is damaged. So I'm going to have a nice little talk with them about where my cable is and about the discount I gave them because they made me believe that my cable was faulty. Even though it worked fine without a hitch the night before. I have pictures of my gear before it went out and the cable they sent back isn't the one that went out with my kit. Its all about the little things.