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Red Studios Hollywood STORE: Just not good enough

Will Keir

Will Keir

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Some things have to be said. The RED Store at RSH is a disappointment. I've felt this way for many years. I have been to the store for many years. Finally I had the last experience, a couple days ago:

Lost the power cable for the REDVOLT travel charger. The gentleman at the store gave me one option; Buy a whole new charger for $100+. I told him what I believed from knowing the Fire Chief here online. If was at RSH and was missing this same cable and asked Jarred for help, I believe he would deliver a box of cables for me to have my pick.

I went to Hot Rod Cameras. It's a small shop, but it's the kind of place RSH Store could learn from. They GAVE me the cable for free. A small gesture that keeps me coming back. When I lost a screw for my O'Connor O Box, they gave me the screw off their demo, after waiting Months for O'Connor to deliver.

I've spent, and continue to spends tens of thousand of dollars on RED gear. I've spent and continue to spend thousands of hours working with RED gear. I'm a believer. Let me say that again...

I'M A FUCKING BELIEVER!!

I avoid going to the store whenever possible, it's a lousy, stale place. This is the kind of place US "believers" come to build their dreams?!? We don't find what we need. The staff is friendly but limited in their in ability to grab a part, a bolt, small stuff but sometimes very import to make a kit operational.

"If there is anything else I can help you with, please do not hesitate to ask." "Wait... WHAT?!?" "Why would I come back and ask for more help when I can't even get the help I need the first time?"

The store is limited with the amount of gear to demo, "where's all the cool shit?" In addition, the employees express their reservation when I want to bring in my camera into the store to outfit/demo the gear I need. This is exactly the OPPOSITE, of what I believe RED stands for.

Customer service is so important, someone to guide us, show us new gear, help find solution to challenges. This is a collaborative art form and that starts in the gear room. Why not make the RED Store, a NAB show room every day of the year?

The RED Store could be a place where the excitement of RED is as palpable as yearly trade show. RSH Store should be an example of what RED can be, the passion is nowhere in that little box on a side street in Hollywood. This should be a place of learning, bring in your footage, play around, make a few mistakes, ask some questions, learn some software tricks. It's gotta be a gathering place, "come here, build your rig," a place that stays open late, a place where relationships begin and grow, where employees love to work and the customers love to be. It should have a theater. A place where things happen, where you fall in love, where you see your dreams start to take root. REDUSER.NET in material form, in a box, on a side street, in Hollywood.


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I have a couple thoughts, what the RED store could be. If it matters, I'm here to help build it.
 
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Fair enough, Will. A few things, happy holidays to you as well (tongue in cheek).

Remember when the only "store" was a converted conference room in our Lake Forest office? Life, and RED, is an ever-evolving and iterative process. The RSH store is better than that Lake Forest one. And New York is evolved past the RSH store. And we are working on our Miami location. Which will be a whole new take on a RED location.

RED bought a studio. People - those at RSH and locally - wanted a place they could quickly access RED gear without having to drive to the OC or wait on a shipment from OC. In a fully functional studio, we had to allocate space to create a store. At RSH, space is at a premium, as I am sure you can imagine. We did what we could when we could do it.

That being said, we are already in the process of a remodel of the store. Plans are wrapped and getting bids now. This will involve opening it up, tearing down walls, etc. We are limited with the space we have to play with, but we are optimizing.

What to not hold your breath on. Staying open later? Means we would have to double our staff. Moving away from being just a store to being a "REDucational" facility as well? Means adding even more staff with different skill sets. It means also expanding security coverage. Means looking at parking situation. Your gear coming into the store? Unfortunately, a few bad apples spoil a bunch. We have had theft in the store and I don't need another issue where security has to question a customer who popped a dogbone on their camera from a demo camera - and claimed it as theirs.

Everyhing is give and take, Will. I am hoping people will focus on the positive. Us breaking the 4K barrier. Us doing free firmware upgrades and free software. Us doing upgrades instead of forcing you to buy a whole new camera.

We have a business that needs to keep the lights on just like every other one in the world. If we do things that add a lot of cost, and the lights go off - no one wins. Doesn't mean your wish list won't happen ever, just means it will happen if and when it makes sense on a variety of levels.

Thanks for listening.

PS, good idea, I will make sure we stock REDvolt travel change spare cables so you don't have to buy a whole new charger.
 
Brent,

I've talked with my rep before about this but it would be nice to be able to make a purchase directly in Irvine. I've been a few times to pick something up and then realized when I got there I needed to order another part but was not allowed to just give my rep my card and have him go pull it off the shelf.

Happy Holidays!
 
Chad, for inventory control reasons, the vast majority of the company - incl reps - don't have access to our warehouse. Common in most companies where distribution is out of their facility. Your rep can take an order in Irvine then it goes through the process of charging the card and having the warehouse team pick/pack for you. It can be done, but it just takes time as we are not a retail location in Irvine, just will call.
 
Calm, reasoned response from Brent. Will may have gone a bit overboard, but Brent looked past that to the solid suggestions Will made. Props.

My two cents is that making the store a "happening" place for REDheads to mingle sounds great, but I'm not sure how one keeps that momentum going on an everyday basis without a disproportionate investment in facility/staff.

My suggestion would be that there is room in the RED world for something in between a visit to the store and REDucation. Perhaps a monthly REDrally at RSH that invites everyone in for an opportunity to dive deep into the RED experience. Put up a tent, set up a couple of stations with the newest gear in action, bring in some of the best RedTeamers to interact face to face with those trying to get the best they can out of the technology. Brian Henderson might be the right guy to implement such a thing. Done well, I think such a program would help dispel FUD and get some folks who are frustrated with the RED ecosystem to understand just how easy it can be if you really "get it".

It might also provide the right environment for camaraderie amongst the hard core RedUsers, sharing of tips/methods and a greater sense of belonging to the RED universe. It would add security, staff and other expenses but perhaps if it were only one day per month and some bigger ticket items were sold during the events it would be financially feasible.

Happy Holidays - #19
 
All solid and fair feedback and advice.

Blair, we are actually toying with an idea that takes your thought process and adds a little salsa to it. Actually, a couple of ideas. Stay tuned : )
 
Its posts like these that make me laugh. Expecting a free cable from RED for your negligence and inability to keep track of your equipment??? What??? The free firmware and software upgrades, discounted hardware upgrades not enough for you? Seems to me like someone needs a spoiled child attitude adjustment.

Go try and pull that BS at Arri, they wont even let you in the door.

Ive had nothing but great experiences at the RED store in hollywood. The staff is awesome, always willing to help; even stayed open late a few times when Ive had emergencies.

Perhaps Will can come up with the capital to help with the transition? :-)

Sorry for just stirring the pot here, but man this is just overboard, arrogant and IMHO a slap the face of all the hardworking staff at RSH.

My opinion. Guys, your store is great, the staff super helpful (again go to Arri's showroom, its a set of cubicles...) If more changes are coming awesome, but don't listen to the rabbling of someone who doesn't understand the good things that are already in play that benefit the consumer. (as someone who had to make several trips down to Irvine from LA in the beginning the hollywood store is a godsend and a gas saver!)

Will likes to antagonize people on this forum, rather than shutting his mouth and making great images. He's done it to me as well as several other individuals here. RED team, I wouldn't place any value in his comments.

*stepping off apple box..

Happy holidays and keep up the great work RSH store and team! Cant wait to see the re-model!
 
Hey it's all relative. At least there is a store in your city. Many don't have that luxury. Having a store in Toronto would be great. I wouldn't have to have people come to my house to try gear out! Although I really don't mind :smile:
 
Timing = 0 points





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Just to echo Brent, our showroom and retail locations is very important both current locations and future. Lot of the policy, procedure and functionally of how we operate a location has been put into effect based on feedback we have received from customers. Without giving anything away I can say we have some great things coming in the future.

Keegan
 
I have a whole different opinion of the RSH Store. I mean I went there to check out the 7.0" LCD Touch and Switchblade because they were on display in the store to see if they were right for me. Even the LCS. I must have racked focus on that old man's head 100 times testing that out.

Heck. I remember on my way to a gig I suddenly needed two of those XLR cables and I was able to get those without being late to set. I've bought a bolt pack or two in a time of need. The RSH Store peeps have even let me rig the camera with rail components to figure out different setups. They've been nothing but accommodating and useful really.

The cable thing I get and Brent's responded to that. But where the RSH Store is today versus how it was when it started is impressive to me.
 
I walked into the RED store one time, with a friend, while in LA. It's very modest. I think of it as more of a retail window than a store - and a place to pick up and drop off for repairs and upgrades, if you are a local.

Someday, it would be interesting to see a national chain of RED product, much like an Apple store, full of snazzy design items, cameras, optics, and whatnot.

(AND I'm betting the RED genius bar would be populated by ACTUAL GENIUSES, not these poser geniuses who can never seem to answer my geeky questions at the Apple store....RED geniuses would be the real deal.)

Gotta start somewhere. I think it is nice that RED has a store at all, in an age where brick n mortar stores are in a period of decline.

It is pretty intriguing to hear that RED has some tricks up their sleeve for the store, yet to be unveiled. I always like these threads where some tantalizing tidbit about the future is dropped.
 
I understand that there are some expectations, and it's nice to get little stuff with no circumstances, no question.

My 2cents:
I went to the store, got what I had asked for, and left. Very friendly service! All fine.

A cable – Radio Shack… they have normally better parking than the RSH ;o)
http://www.radioshack.com/search?q=AC+power+cord
 
Eric Ulbrich said:
Its posts like these that make me laugh. Expecting a free cable from RED for your negligence and inability to keep track of your equipment??? What??? ...go try and pull that BS at Arri, they wont even let you in the door.
Click to expand...
Not to pile on, but I've seen the staffs at Clairmont, Sim Camera, and AbelCine go above and beyond the call of duty and drive over with replacements during emergency situations. I've also had the people at Trew Audio and Audio Department loan me small parts for free when I had a last-minute issue. Panavision is also known to move heaven and earth to swap out parts for shoots, and they're a major Red supplier in LA.

I think the difference is that all these places are rental houses in addition to sales, so they're primarily set up for repeat customers who are going to rent from them project after project, month after month. It's a very, very competitive business in LA so they'll come up with package deals that throw in odds and end for free (or far lower than you could ever buy them).

A sales-only facility like the Red Store is a unique kind of experience, and it's not quite the same situation. If Will misplaced the cable, most likely the right approach would've been to save a trip and just call the store and see if you can find somebody who would just sell you the part. If not, then go to a small personalized camera rental facility that wants your business and build an ongoing relationship with them.
 
Eric Ulbrich.

Are you the guy that called REDs camera's vaporware on CML and then bought one a year later?

I felt awkward after posting your words on REDUSER, a humbling experience to see what my actions cause. It wasn't your embittered response that changed me, then. It was my appreciation of guys like Bob, Matt, Phil and Jeff. I was bringing destruction to the forum, instead of creating community. Total waste of energy calling you out. We are free to make mistakes, sorry for judging you.

The way I see it, we are two different types of people. I am a believer, you are a disbeliever. I am a brother, you are a lone wolf. I fight to build, you fight to tare down. Prove me wrong. What are you even trying to do by your post man? Devaluing me, only makes yourself look bad and you continue. Be mad at me, leave the forum alone. PM me if you mad, I can hear your feelings.

Yes. I believe it's bullshit to have to buy a new travel charger when all I need is the cable, it's wasteful and unnecessary. I'm free to make mistakes, lose cables, lose screws, break things on accident. I probably expect too much of RED, that's fair. Arrogant? Only if you believe an arrogant person is one who believes in improving ourselves, how we treat others and how we conduct ourselves in business. I try to care about other people and I got nothing but love for you brother, even if you don't.

This "spoiled attitude adjustment" you speak of... man, that just makes me sad. I'm still learning, maybe I can be more constructive. I'm an honest guy, I tell it how I feel it is and I'm just getting started.

Even if you had an army that agreed with every point you make, my voice still matters and I'm here because I value our community resource.



Eric Ulbrich said:
Its posts like these that make me laugh. Expecting a free cable from RED for your negligence and inability to keep track of your equipment??? What??? The free firmware and software upgrades, discounted hardware upgrades not enough for you? Seems to me like someone needs a spoiled child attitude adjustment.

Go try and pull that BS at Arri, they wont even let you in the door.

Ive had nothing but great experiences at the RED store in hollywood. The staff is awesome, always willing to help; even stayed open late a few times when Ive had emergencies.

Perhaps Will can come up with the capital to help with the transition? :-)

Sorry for just stirring the pot here, but man this is just overboard, arrogant and IMHO a slap the face of all the hardworking staff at RSH.

My opinion. Guys, your store is great, the staff super helpful (again go to Arri's showroom, its a set of cubicles...) If more changes are coming awesome, but don't listen to the rabbling of someone who doesn't understand the good things that are already in play that benefit the consumer. (as someone who had to make several trips down to Irvine from LA in the beginning the hollywood store is a godsend and a gas saver!)

Will likes to antagonize people on this forum, rather than shutting his mouth and making great images. He's done it to me as well as several other individuals here. RED team, I wouldn't place any value in his comments.

*stepping off apple box..

Happy holidays and keep up the great work RSH store and team! Cant wait to see the re-model!
Click to expand...
 
This does not need to turn into personal, "he said, she said attacks".

You've each had you public say.

I suggest you pm each other, find a way to make up and delete the posts you have made attacking one and other which remain in full public view.

If you can not do that, the thread might be closed and it might be done for you.

For the record. The public complaint has been made in the complaint forum (which is the correct vehicle if you choose to go that way) and RED (to their credit) has responded respectfully and some other users have chimed in.

There is not a lot left to say here except I would urge the parties to take a step back and get their backs down and perhaps reconsider.

Peace, :)
Battistella
 
Will Keir said:
The way I see it, we are two different types of people. I am a believer, you are a disbeliever. I am a brother, you are a lone wolf. I fight to build, you fight to tare down.
Click to expand...

That's not sight, that's projection.

Will Keir said:
I'm still learning, maybe I can be more constructive. I'm an honest guy, I tell it how I feel it is and I'm just getting started.
Click to expand...

Sounds good.
I propose adding consideration.
 
But Will, The cable to the travel charger? is that not one of the most used / standardized cables / connectors on the planet? You probably have quite a few at home already or you could get one in any electronic shop, no?

Personally I think brand stores are usually not so good, staff is usually quite bias and not so well informed for obvious reasons. But I guess it's cool if there is a place where it's possible to just walk in pay and walk out. I do not know if thats the case but if the store has direct access to everything in RED's inventory it's really good. As I personally find most things, not only RED stuff never to be available when needed but need to be ordered and then delivered after a few weeks wait.
 
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