Red customer support

[eric peltier]

Ok, looks like this is the place to rant!
I have to say, I'm very disappointed with the Red customer support.
I called twice (because no-one responded to emails) to check on a missing part from our original order. And twice, I got a lot of attitude, why giving you a RED rep. (I won't give any names) if every time you call you feel like you bothering the guy???
+ if you're not sure when something will ship, please don't make up stuff.
I had to re-schedule a shoot twice because he assured me the missing part will ship on a specific day and it didn't.
And please READ YOUR EMAILS!!!
I don't think it's very smart for a new company with a new product to have such bad customer support.
and what's up with the attitude ??

there!! I ranted..:sad:


:sad:

[Brent@RED]

eric, please send me an email at brent - at - red - dot - com with detailed information so I can look into this. Thank you for bringing it to our attention and my apologies....

BC

[Peter Savage]

I have to add my disappointment to this post as well. I've sent 3 emails without response from Red. I was intending to phone as well but decided everyone must be super busy so am trying to be patient. In the end I took action on what I think is the close to the correct information - somehow I have a feeling it will be different when it comes out in the wash and will also end up costing me more for logistical stuff which could have been resolved. Like everyone else I've waited over 6 months to get my order and when the email finally comes that it's ready to ship patience starts to get thin when there's apparently no response to questions about an order. That said I understand that everyone is working hard and I appreciate it must be difficult but your customer service (as proved in lots of posts) is very good so it's really disappointing when it doesn't quite make it.

[Brent@RED]

Our goal is 100% customer satisfaction. We take each report of less than 100% satisfaction very seriously. We go through every email between that customer and his rep, noting response times as well as copy content. While we feel we have made huge strides in this area, we by no means think there is no room for improvement.

To properly set the levels of expectation, we did state in our most recent email blast to the current delivery group, "since we have dramatically accelerated our delivery timeline, we thank you in advance for your patience with response times and we will get back to each inquiry as quickly as possible." We have moved up our delivery timelines by months in the effort to get you all your camera packages as soon as possible. We sincerely appreciate your patience and I hope that people who are getting their orders processed much earlier than expected will continue to show that patience and understanding.

If at any point in time you feel your customer experience is not to your level of satisfaction, please email me at brent - at -red - dot - com or call me at 949.206.7900. I take each call and email as a learning experience for RED and much of the evolution of RED - on many levels - is a direct result of customer feedback.

Thanks, BC

[Harry Clark]

I must say that Brent DOES make it happen. Any time I've had an issue with an order, or needed a part, or some other customer-service issue, a quick email to Brent brings results.
Cheers,
Harry

[Sarah C.]

Awww.. Give the guys at Red a break.. they are trying to bring everyone a better world of digital cinema.. not a small task!

~Sarah

[eric peltier]

Hey all,
After posting this thread, I received an answer from both Brent and Travis in less than 30 minutes.
This showed me that they do listen to what you have to say and worked hard to make things happened.
I received the missing items via Fedex overnight this morning.
I now know I can count on Red customer support.
thanks

[Chris Parker]

if you ever have an issue, email brent or kelly and watch shit happen instantly. i have had my moments of frustration dealing with RED (ONLY during final stages of ordering my camera parts and having it ship out), but those are FAR overshadowed by the unreal support Brent, Kelly, and Justin have given me over the past year. In hindsight, I gladly live with the odd frustration during my time of ordering for the 'above and beyond' support I have had with any camera issues. When you absolutely need somthing quickly, let them know (particularly Brent and Kelly - and in my case, Justin), and they will get it done.

[donatello b]

"I had to re-schedule a shoot twice "

next time if your shoot is in the SF area - post what you need at Reduser and you just may get what you need ... many Red owners in the area ...

[eric peltier]

"I had to re-schedule a shoot twice "

next time if your shoot is in the SF area - post what you need at Reduser and you just may get what you need ... many Red owners in the area ...

thanks, I'll definitely keep that in mind next time.
are you in SF?

[newlum]

RED has no customer support, or outsourced to India.

[Brent@RED]

newlum, please feel free to call me directly to discuss. My direct line is 949.206.7908 and I am at my desk awaiting your call.

BC

[Jarred Land]

RED has no customer support, or outsourced to India.

i dont really know what your saying here... but both statements are wrong ( i think? )