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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 :)

revolving bomb reps

T

Tim Whitcomb

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not one to complain much but I'm on my 4th Bomb rep in a year and the service is getting worse not better.

days between email responses is not something I'm used to.

Just thought Red would like to know... with your explosive growth has come some hiccups in what is usually excellent service.

Id really like to stop being passed around to new reps - no offense but I'm easy to deal with, why do I keep getting new reps?

is this unique to me?

Look, I had some SSD's stolen. ordered more thursday or friday and have funds on account and not a word from my new rep whom
I also assume doesn't work weekends either... also not what I'm used but I guess nobody works weekends like I have to

if Brent reads this... I also noticed you changed your email as it bounces back now so Im not sure where else to go.

I really would GLADLY PAY for expedited service when emergencies require it... please think about this option

thanks and again it is my hope for this to be constructive criticism. cheers
 
I've been passed around too, but each Bomb rep I get gives me excellent service. I just put an order for a couple of SSD drives late Thursday evening through RED.com and I got a response from my Bomb rep next morning letting me know that the order was good and ready to ship. Usually on all orders, I get a response from my rep a day later...so I always plan not wait till the last minute to place an order if i really need an item...if I had an emergency, i could see how it would cause me a problem...

Give them a call...maybe you can find out where is the issue... :)
 
It is not unique to you.

Revolving Reps can be due to either the good ones being promoted, or being burnt out. In my case, a couple of weeks ago she got a promotion. Good for her.

So, is the option you are looking for is a "RED BombSquad PRO"? :)

When Brent/your rep can't be reached, I believe Michael is the best man for you to contact. MichaelK@red.com He helped me before I had a BombSquad agent assigned to me personally. Really great guy who knows to get stuff done right.
 
I always find calling your rep can help things if you need a answer quickly.. Michael Keegan is da "bomb"..
 
Tim,

I will touch base with your rep first thing tomorrow, but yes please contact me directly if you have any issues in the future. Reps do move around for various reasons (promotion, switch department...) this week was crazy with Thursday being a all day training function and a lot of backorder blast, but this is no excuse so I will make this right.
 
I'm on my third rep, all of them have given me nothing but excellent service, answering e-mails even on a Sunday and fulfilling unusual requests without a frown (since our Red One was sent off with a kiss, both our Epic and Scarlet left/are going to leave their cradle with a kiss, thanks to glorious Beth.)
 
My rep got rotated and I got the worst rep there after for sure. My firs rep was wonderful.

Sometimes this rep forgets to answer my e-mails and I have to re-mail him on occasion.

I was one of the first people to purchase the Epic upgrade for stage 3.5 for sure.

RED charged my card but the charge didn't come through, so I asked the rep if they could look into it. The rep said, yeah everything is in order, while my bank account was showing the charge came back into my account. I was very surprised as my red account reflected the charge.

I let this go on for a couple of weeks, then decided to charge up my account with full upgrade price (11k). So I left the instructions to charge my card once daily for 4 consecutive days with specific amounts. All of that fell apart as my card got charged random amounts at random times, which resulted in extra bank charges for me.

Some time went by, I logged onto the site and all the sudden instead of 11K in my red account I saw 6k. I e-mailed him a couple of e-mails trying to get explanation of what happened to my 5K, where did it go? Did I get charged twice for the upgrade? You know, since he reassured me before that the charge went through just fine a while back.

Guess what? I e-mailed him more and haven't heard regarding the upgrade whatsoever.

Thats what I call great customer service.
 
Arseni,

I will look into your case as well.

Regards,
 
At the risk of upsetting the RED Gods of Lava & Fire . . . again . . .

IMVHO: How about there is a tiered ordering system whereby orders for off the shelf parts like cables, rails, batteries . . . anything under, let's say, $2K just goes into a warehouse direct pick and ship queue without the need for a "touch" by a Rep. I understand the current process when there is a high value camera/lens order to have person to person interaction but for anything else it seems redundant, expensive and slower to insert a Rep into the transaction. Having a tiered system would allow the Reps to spend more quality time on issues and complex orders that need a judgement call.

Please don't shoot me . . . I mean well
 
Both Brent and myself have mentioned a transition into the very process you are talking about, we have already begun this and we have been getting mix feedback from customers but in the end we will have to operate like this so that we are efficient and the process is streamline.
 
I survived!!

Joking aside . . . I pay by credit card only, don't carry a balance in my RED account and would love to just fire and forget orders knowing that they will ship same day / next day
 
My rep Morgan Beall is truly da Bomb! Prompt response and good service...
 
Jennifer S. is my rep and she rocks! Every question put to Jennifer through email is answered within hours. No complaints here!!
 
Moving forward, if you have an issue with a rep/situation in the direct sales / customer service group, please do contact michaelk - at - red - dot - com. If with repair, tech support, or RMA teams, contact nick - dot - grow - at - red - dot - com. Please remember that reps are people, too. They get sick, attend team meetings, etc from time to time. And, to compound issues, the domain of red.com is loved by SPAM filters so some emails do get trapped in that Bermuda Triangle. So, take the time to email Michael or Nick so they can look into it. 99% of the time, there is a very logical reason (eg, even OP says he emailed me and my email must have changed. It hasn't and it was bounced back). And, if there is a performance issue, we take is seriously.

If Nick or Michael don't get back to you, it could be filtering issue. Call. Or send a PM.

BC
 
thanks for input everyone... again was offering constructive criticism of an issue. Growing pains are normal - was NOT trying to throw anyone under the bus and did not name names.

MY SUGGESTION?

Please offer a RUSH service for emergencies. Myself and many others will gladly PAY FOR RUSH SERVICE... when the need arrives it would be nice to have that option is all Im saying
and it can be some nice additional income for RED>.. win win.

cheers!
 
Tim Whitcomb said:
thanks for input everyone... again was offering constructive criticism of an issue. Growing pains are normal - was NOT trying to throw anyone under the bus and did not name names.

MY SUGGESTION?

Please offer a RUSH service for emergencies. Myself and many others will gladly PAY FOR RUSH SERVICE... when the need arrives it would be nice to have that option is all Im saying
and it can be some nice additional income for RED>.. win win.

cheers!
Click to expand...

We have discussed that. A few cons, if 90% pay for rush, the 10% who ordered before them without rush get pushed back pretty far. Also, we also have not perfected our standard order fulfillment system. While we are making improvements, we need to get stable there before we introduce new wrinkles.

BC
 
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