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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 :)

What's wrong with my Scarlet? Help

If that's on the recording from the R3Ds, I would talk direct to Red Support or your Bomb Squad Representative.
 
Sorry to hear that John - at least it was picked up early!
 
VERY disappointed in RED customer service thus far........ I'm at the end of the 3-5 day turnaround and the camera hasn't been shipped back to me yet. I cancelled a shoot over the weekend because of it and postponed it for Tomorrow (Wednesday) which I now have to cancel. I had the camera for less than two weeks, turned it on ~5 times, put 2.8 hours on it in total and it failed. RED doesn't seem to care that I have now cancelled two gigs because of this. Poor customer support for a professional tool. Everyone I contact just pushes me off to another department who then gives me an automated, cookie cutter response. No one seems to care that I am losing money because of a non working tool they sold me.

Argghhhhhh sorry to everyone just venting.....Figured maybe someone on here would care. Should have stuck with Sony and bought an F5.

P.S. Years ago Canon took care of me quicker and with more respect with a T2i that had failed. Yes, better customer support with a T2i!

Disgusted.....
 
this is what certain types of insurance are for. if your camera goes down and needs to go in, in repairs, you sub rent the camera body. pay a deductible and insurance will cover the subrental cost, or at least a major portion of it. technology fails, that's the nature of the beast, but it's a good tip of any owner operator out there that doesn't have this kind of coverage. this way you can at least do the job, maybe lose a bit of what you would have gotten, but at least you can keep working and get your name out there and not have your reputation be soiled by canceling last minute because of tech issues.
 
Thanks everyone for posting and the excellent advice. I jumped the gun a bit and need to exercise some patience in the future. I just received a shipping notice with tracking info. They had mentioned sending me a loaner which is great but at the time, I had all ready cancelled the weekend gig and scheduled it for Wednesday. When I hadn't heard anything I got nervous hence my impatient post. Tom, thanks for the insight, I hadn't even thought about looking at my insurance policy to see what my options were. Well another day another life lesson I suppose. Sorry to all including RED for jumping the gun on the customer service complaint!
 
In the still photography world Nikon and Canon both offer professional services for an annual fee. It has specific requirements to become a member but well worth it if you are a working pro. They offer fedex replacement loaners along with a one day turnaround in most cases etc.
 
Steve, that's awesome. I would pay the fee if RED were to offer a program like that. Owen, I felt like an ass as soon as I clicked the submit button. An apology was a must!
 
John- I get your frustration, I was pretty upset when my Scarlet did the same thing right out of the box.
 
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