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SCARLET-X Won't Power On - ADORAMA Warranty?

M

Michael Redden

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Hey everyone,

So about a month and a week ago, (Feb 27th) I ordered a Scarlet X from Adorama through eBay. It came with a 30 day return policy and a 90 day warranty. Everything seemed fine with the camera at first until yesterday. I took it out the case and no matter what I did, I could not get it to power on using the wall adapter or V mount battery. The LED on adapter is solid green until you plug it into the camera and then it just flashes about 6 or 7 times. When I plug a battery in, the battery just resets itself. I have tried a force reset, firmware upgrade, and removing all attaching modules with no luck.

I am now outside of Adorama's 30 day return policy but within their 90 day warranty however after emailing their eBay department, they are stating that their warranty only covers "manufacturing defects and not excessive wear and tear". Camera has been used maybe 10 hours in the past month and a half and resides in a pelican case. Has anyone encountered this issue before and/or know of a fix to get the camera back up and running? If not, has anyone had to go through the warranty claim process with Adorama, since they're an authorized seller for RED?

Thanks for any advice!
 
Try using a cableless vmount module instead of plugging it in to the DC port.
 
an old scarlet? im afraid they arent going to be able to replace the body, im sure that's a used body from who knows where and who knows when. I think you will be on your own to either trouble shoot it and fix it yourself or by sending it into RED. Adorama cannot fix red camera on their own, nor replace a used item.
 
jordan levy said:
an old scarlet? im afraid they arent going to be able to replace the body, im sure that's a used body from who knows where and who knows when. I think you will be on your own to either trouble shoot it and fix it yourself or by sending it into RED. Adorama cannot fix red camera on their own, nor replace a used item.
Click to expand...

Yeah an MX. RED won't fix it anymore so currently I'm dealing with Adorama now. They said they're "working to find a replacement now". Why do you say they won't be able to replace a used item?
 
Michael Redden said:
Yeah an MX. RED won't fix it anymore so currently I'm dealing with Adorama now. They said they're "working to find a replacement now". Why do you say they won't be able to replace a used item?
Click to expand...
because they would actually have to find another used item, it's not like they have used red cameras that are exactly the same laying around. someone would have to want to trade theirs in or sell theirs to adorama, who notoriously gives super low prices to buyers, you basically have to be desperate to sell to them. anyway, good luck!
 
jordan levy said:
because they would actually have to find another used item, it's not like they have used red cameras that are exactly the same laying around. someone would have to want to trade theirs in or sell theirs to adorama, who notoriously gives super low prices to buyers, you basically have to be desperate to sell to them. anyway, good luck!
Click to expand...

Good point but they actually have a few used Scarlets listed on their site now. Truth be told, I should have just bought a DSMC2 body but this one was a pretty good deal. On a side note though, I've heard some of those horror stories about selling to them. "Desperate" is putting it nicely.
 
FINAL UPDATE: Upon receiving the original back, Adorama cancelled the exchange, blocked my account from messaging and kept the original camera and the money. I am now going through the dispute process with PayPal regarding the purchase. While this is only my experience with them, I would suggest that you exercise extreme caution when dealing with Adorama. While it may have only been a Scarlet MX brain for me, it could very well be a Helium for other RedUsers here.
 
That's a pretty shitty situation and horrible customer service. Thanks for sharing.
 
Wil Wong said:
That's a pretty shitty situation and horrible customer service. Thanks for sharing.
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No problem. I'm not big for putting companies on blast but I had to put this one out there for the forum. PayPal's on it now so we'll see what happens.
 
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RobMNeilson said:
Wow, I really can't believe Adorama did that. I often buy stuff via Adorama's ebay store (but won't anymore). I wonder what B&H's policy would be in this situation?
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I was pretty shocked too cause I purchase from them pretty regularly. The Scarlet actually came from their ebay store so be careful. I'll have to upload the screenshots of their correspondence because it was pretty blatant on their end.
 
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After opening a PayPal dispute and taking to social media, I received a new order number and an expedited replacement brain. So ultimately they did take care of the situation but only after (IMO) their hand was forced publicly. I still stand by my original statement regarding my experience with Adorama's customer service. YMMV

However, on a side note, I do want to sing some praises for RED as a company though. A representative from RED who handles dealer accounts saw this post and actually reached out to me. Was extremely polite, helpful and basically let me know that RED does care about the experience their customers have with the brand, even when it's coming through a third party.

This completely caught me off guard because not many companies out there do that or even care. To put it in perspective, him reaching out to me regarding a Scarlet X would be the equivalent of Sony reaching out to a customer regarding a bad experience with a Playstation 2. There's a lot to love about RED already but them reaching out regarding my issue with Adorama is a whole new level of customer service. Definitely happy to be a REDuser.
 
Michael Redden said:
Hey everyone,

So about a month and a week ago, (Feb 27th) I ordered a Scarlet X from Adorama through eBay. It came with a 30 day return policy and a 90 day warranty. Everything seemed fine with the camera at first until yesterday. I took it out the case and no matter what I did, I could not get it to power on using the wall adapter or V mount battery. The LED on adapter is solid green until you plug it into the camera and then it just flashes about 6 or 7 times. When I plug a battery in, the battery just resets itself. I have tried a force reset, firmware upgrade, and removing all attaching modules with no luck.

I am now outside of Adorama's 30 day return policy but within their 90 day warranty however after emailing their eBay department, they are stating that their warranty only covers "manufacturing defects and not excessive wear and tear". Camera has been used maybe 10 hours in the past month and a half and resides in a pelican case. Has anyone encountered this issue before and/or know of a fix to get the camera back up and running? If not, has anyone had to go through the warranty claim process with Adorama, since they're an authorized seller for RED?

Thanks for any advice!
Click to expand...

I can fix your camera. Check out my Red Camera Series https://www.youtube.com/playlist?list=PLAJndaOEhBpG58QGkbGTMf5gdvV-FxAln
 
Adorama

Adorama

Curious what Adorama said when they decided not to complete the exchange. I have found Adorama service to be very reasonable. For instance I purchesded a RED ultra Bright from them recently and within a month it stopped functioning. Sent it back requesting a full refund and got one without any further discussion. I initially clicked on this discussion because I have a Scarlet with the same problem. Apparently its a power board issue but it can not be repaired by RED. Curious also if you tried to file a claim with your equipment insurance provider.
 
Dominic DeSantis said:
Curious what Adorama said when they decided not to complete the exchange. I have found Adorama service to be very reasonable. For instance I purchesded a RED ultra Bright from them recently and within a month it stopped functioning. Sent it back requesting a full refund and got one without any further discussion. I initially clicked on this discussion because I have a Scarlet with the same problem. Apparently its a power board issue but it can not be repaired by RED. Curious also if you tried to file a claim with your equipment insurance provider.
Click to expand...

Their Used Department really just gave me the run around. "We'll have an answer tomorrow", "We're waiting for a response from the manager", "Still waiting for a response from the manager", etc. Finally, it was "We'll have a tracking number tomorrow" which I never received, then my order number was cancelled and was I blocked from messaging them. It wasn't until I initiated the Dispute that the situation was taken care of. Within hours of Paypal taking the money, I had a tracking number and my replacement was overnighted from NY to AZ.

On a side note, the replacement that I received from them had to have the ISP board replaced on it as well by Reduser Joshua Wilson.
 
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