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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 :)

SCARLET ANNOUNCEMENT - Feedback

Hey Josh.. hang in there man. We are running around pretty crazy today. We of course want you to be part of the family, its just the first day of Shipping so things are upside down and backwards.
 
My experience was really good today with the BOMB SQUAD, sorry to hear about your problems.

Whitney and Kelly rocked today! Thanks for the awesome service.
 
Josh, if you want to chat about this, call me at 949.206.7900. Meanwhile, yes, the fact that we will charge the card used for the deposit is part of our terms and conditions that customers accept at checkout on RED.com.

BC
 
Josh Kameyer said:
Just got off the phone with Red. I originally called to find out why my "in stock" Scarlet accessories had not shipped. Found out the following information:

-Accessories: At first, they thought my order had not been looked at. Then they said that they were going bundle them into my Scarlet shipment, whenever that ships. This is confusing, since I ordered them over 10 days ago, and they are in stock, and I wanted to use them on another camera, and...no one at Red asked me or told me that information. Nice communication, Red (sarcasm).

-Scarlet-X: Red then told me that I'd have my accessories and Scarlet-X shipped out at the same time, AND charged to the credit card I made my deposit on, WITHOUT being contacted by a bomb squad rep. Hold on just a second. 1) I live in Santa Monica and wanted to pick up the camera in person and see the factory, as per Jim's invitation. Red's response: Due to the high volume of purchases they're not offering that anymore. Okay. Really? Not what I heard 2) I was under the understanding that I'd be contacted by a bomb squad rep, then have 10 days to make the payment. Reds' response: Nope. As soon as your camera is ready, it will be charged to your deposit credit card and ship. No one will contact you. Really? Not what I heard. For an item that's more than most cars, this is bad customer service. 3) I don't want my balance charged to my deposit credit card. I want it charged to a different credit card. Red's response: We can't have 2 cards on file. Me: What? Well I want that card changed then. 2 more calls and it was resolved, but I did mention feeling like there were red flags (no pun intended), and that I'd expect better customer service with a product of this caliber/price...and not to mention a better warranty. I asked what if there would be any penalties if I cancelled my order. Red said no, and they could cancel my order right there on the phone. I will have to think about this.

Does Red value my/our business?

In summary: This is a high-dollar purchase for most people, and based on this experience, I strongly felt that Red did not value my business, even eagerly offering to cancel my order for me. I also felt that their sales process is very flawed at this stage, clunky, and that the staff is not informed or experienced. During the call, Red kept saying that due to the high volume of orders, this is what is creating an experience with Red that is not personable, and is causing the problems. This says however that Red was not prepared for the orders, and is now not willing to deal with the fallout, or unable to deal with it. In the end, the experience today was very frustrating, and I have to consider the ROI on this item, as well as time.

Did others know of the accessory shipments, the fact that bomb squad reps won't be calling people, that cameras will just ship, and that credit cards on file will just be charged? Because I didn't, and I imagine I'm not alone. If many others don't know this, then know it now. And Red, please be prepared to be contacted, and to treat these people with more respect than I have received.
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I would really like to be contacted by a Bomb Squad Rep before someone charges 15K to a Card (this is what I expected). Now that I know this ill need to call my bank because I used a Debit Card That has 5K limits. Thanks for the heads up Josh.
 
Brent can I not have someone contact me prior to charge... My bank does not allow certain debit amounts without pre confirmation.... And I spoke with me rep and a sales correspondent neither of which are willing to give me a date at which I will come in line... So I have no way of giving my bank the heads up needed. The funds are there but the bank is looking out for the best interest of its clients due to fraud etc...

Any middle ground we can find for this?

I have to agree that due to past purchases with red and personal friends/rental houses I'm close with that this behavior wears thin. With products at this price point there is a bit more commitment to meet delivery dates as well as. Allow customers where they stand in que so that that may accurately book work/art around it.

I'm not saying red has a bad product... They have exceptional products... They only have sub par customer service and communication to their customers


Not trying to be rude it just is apparent that they are still going through growing pains. This can be expected I suppose from a company who continues to make exponential leaps and bounds
 
Brent@RED said:
Josh, if you want to chat about this, call me at 949.206.7900. Meanwhile, yes, the fact that we will charge the card used for the deposit is part of our terms and conditions that customers accept at checkout on RED.com.

BC
Click to expand...

In the up most respect, Terms and Agreements answer seems like a cop out, Yes its a CYA and I understand but the night I ordered (NOV 3rd) was the most difficult time ive ever had using the internet. It would have been nice to have a heads up for the people who have never bought any RED Item before.

Its just hard because you guys are slammed and we are impatient.


Ryan Hamblin said:
Brent can I not have someone contact me prior to charge... My bank does not allow certain debit amounts without pre confirmation.... And I spoke with me rep and a sales correspondent neither of which are willing to give me a date at which I will come in line... So I have no way of giving my bank the heads up needed. The funds are there but the bank is looking out for the best interest of its clients due to fraud etc...

Any middle ground we can find for this?
Click to expand...

Same Issue here.
 
Man, after reading some of this stuff, I thought calling to cancel an accidental double order was going to be a day long process attempting to get in touch with a red rep...

NOPE, I'm sitting here comfortable on my couch and I think I was on the phone for maybe 2 minutes. Taken care of. That process seriously was awesome... kudos to you guys
 
We can do will call here on your order. Sorry for the misunderstanding. Note, it is subject to local sales tax as point of delivery.

Josh, I wish it was a simple answer. We are a lean operation so we can pass along those savings to you. Insane specs at an insane price. We jack up overheard, we have to jack up prices. They go hand-in-hand.

BC
 
Brent,

I was planning to pick up my camera from RED Irvine as well. Is this something I should discuss with my Bomb Squad Rep?

Thanks,
Daniel
 
Daniel Doherty said:
Brent,

I was planning to pick up my camera from RED Irvine as well. Is this something I should discuss with my Bomb Squad Rep?

Thanks,
Daniel
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X2 I was going to take the day off and drive to red and pick it up.
 
Jarred Land said:
Hey Josh.. hang in there man. We are running around pretty crazy today. We of course want you to be part of the family, its just the first day of Shipping so things are upside down and backwards.
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Nice, so I guess this is confirmation that they are actually definitely shipping today, congratulations! I was surprised there was no mention of it anywhere else on the forums from any RED people, but good to hear it here.
 
I thought about scheduling a pick up for my shipment. I live right next to Irvine and might contact my rep to set this up. For those living in Southern California outside of Orange County, this might be an option to potentially save $200 on sales tax, and $13 on shipping.

Josh Kameyer said:
According to Whitney at Red, if you pick up your camera in Irvine when it's ready, you will get Irvine sales tax, and will have NO shipping charges.

Irvine sales tax is 7.750 according to http://boe.ca.gov/cgi-bin/rates.cgi?LETTER=O&LIST=COUNTY
Click to expand...
 
Those who have ordered Epic cameras. What are the shipping rates for

Ground, 2nd Day and Overnight? Is it cheaper to just fly down for the day and pick it up, check out some accessories etc. Then again I would prefer my city get my taxes...
 
Kyle Gentz said:
In the up most respect, Terms and Agreements answer seems like a cop out, Yes its a CYA and I understand but the night I ordered (NOV 3rd) was the most difficult time ive ever had using the internet. It would have been nice to have a heads up for the people who have never bought any RED Item before.

Its just hard because you guys are slammed and we are impatient.




Same Issue here.
Click to expand...

how this usually works is:

RED emails you to say you're order is ready.

you then have 3 days to respond to that

this would be your time period to notify your bank, which is ample time, as it takes minutes to make this happen in my experience

Don't worry, it won't be as hard as it seems!! i promise!
 
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