RED support is AWOL

[Miltos Pilalitos]

My recently purchased RED ZOOM 50-150mm came with a small piece of dirt on one of it's internal elements. It is so obvious that me and my DP noticed it only seconds after unboxing it.

I managed to take a photo of it and emailed it to RED Support describing the problem. I was assigned ticket [RED #34358]. That was November 11. Today it is December 1st (!!!) and i haven't received a single email about the problem.

I am not sure this is what i was expecting from RED support after hearing all the great stories about how they do everything humanly possible to assist with customer's problems. Is this support reserved for a lucky few?

This is not a CF card we are talking about. It's a RED item that cost me $8,500 plus more than $2,000 in customs fees.

When am i supposed to hear from RED? What is the average waiting time?

Why did they send me the lens in the first place? Don't they have some sort of Quality Assurance department? How exactly do they check lenses before they ship them?

Although i like the camera's image i can't help but feel like a disappointed customer.

Miltos Pilalitos

 

[Jean Déraps]

How about giving them a call? Your RED representative should be able to help you....

 

[Travis]

Miltos,

I will contact your Bomb Squad Rep as well, but please feel free to e-mail me at Travis-at-RED.com to have me take a look at the pictures. Rest assured all of our lenses go through a very thorough quality control process. If you need to reach me by phone tomorrow, my number at RED is 949-206-7900 ext 7929.

Travis

 

[Brent Carter]

Our goal is to get back to each ticket, if urgent, within 4 hours. It not urgent, we certainly get back to you within 24 hours. If you, for some reason, do not hear back on a support ticket within 24 hours, please do call us or email me at brent - at - red - dot - com. It means something slipped through the cracks and I will need to check the support ticket system logs to see what happened.

Sorry you had to experience a delayed response time and we will take care of the situation.

BC

 

[jimhare]

Red support is by far the best I've ever experienced and they are sincere about wanting to help.

If something went astray it was a fluke.

 

[Miltos Pilalitos]

I would like to add to this thread that i eventualy came in contact with RED support and they are very supportive.

You just have to find them first i guess...