Scarlet to Epic upgrade taking much too long: 19 business days

[Sean M. Ross]

Hi - Let me first start by saying that I love RED. Most of the time, things are great, and the technology you provide is unprecedented.

With that said, I find a recent and ongoing issue with my Scarlet to Epic upgrade so disappointing, that my positive impression of the company is quickly changing.

Here is the current issue:

Here are the details regarding my upgrade order:


- I ordered my Epic upgrade on the December 30, 2013.
- I was told to wait until the 13th of January to bring in the Scarlet, by my rep, so that turn around time was minimized - 5-7 business days max if dropped off in Irvine, which it was.
- Upon drop off, I was told that the whole process would not take more than 3-5 business days to get my new camera, "We'll have this taken care of right away the service center told me.
- Friday the 23rd would have been more that 8 business days, already. I still didn't have the camera or an update from RED.
- My rep now stated, that the order had just been processed it would be a minimum of 7-10 more business days to actually get my camera if I picked it up. This means 16-19 business days (nearly a working month), without a camera ordered nearly a month ago if I do not get the camera until the time now quoted.
- The rep blamed inventory levels, which should have been marked and readied at the time of purchase... or manufacturing should have begun on this camera once I made the purchase in December. You've had my money since then.
- I have postponed shoots and planned this update very carefully, so as to not be out of pocket thousands of additional dollars for rental, by allowing a padded 11 business days for the entire process. Now, I'm looking at a minimum of 4 thousand dollars rental fees to cover my missing epic. That's adding to the price of my Epic. It would have been cheaper to skip the upgrade, and just sell on my own. It's ridiculous.
- When I tried to get my camera back, the rep mentioned that I can no longer get my camera back.


I have yet to hear about a specific date my Epic-M will be available. Please let me know how we can make this right.

Thank you,

Sean Ross

 

[Brent Carter]

Sean, I will have our upgrade manager check into this.

 

[Sean M. Ross]

I really appreciate it Brent. If I could pick up in Irvine by Friday, it would save me a massive chunk of change. Friday would be 31 days since placing the order and 14 business days since the drop off.

Please let me know if you need my account information, serial or anything else to assist in getting the camera ready for pick up. I said Epic-M, but it's actually Epic-X.

Thanks again,

Sean Ross
The Naturalist Project

 

[Brent Carter]

Understood. We got a big spike of upgrades so we are working through them as quickly as we can - without sacrificing quality for speed.

 

[Sean M. Ross]

Thank you for your swift action, Brent. It resulted in a positive outcome: I just picked up my camera.

Thanks again,

Sean

 

[Brent Carter]

Haha, I wish I could take credit. It was up in queue for delivery so timing was perfect!

 

[Jochen Schmidt-Hambrock]

Hi Brent,

I've sent my Epic to RED UK for the Dragon upgrade before chrismas. Mailed my rep in the UK a couple of times. He tried to get me some info, but nothing happens.

Please, this is taking VERY long.

Jochen

 

[Brent Carter]

I can ping them to get you an update.