View Full Version : Anybody At Red Sales ?
Hello,
from sales@red I did receive an e-mail last night which states:
"please email sales@red.com. Please place your additional orders and email deletions to RED by February 7, 2008."
As infos of this e-mail concerning my account are wrong,
I replied but I have no answer and I am requested to place my additional order TOMORROW !
You ask us not to phone but if you do not answer e-mails after sending one that is WRONG, what choice do I have ? the user forum? the only polite way
to tell you:
Would you please not use ultimatum dates when you are not answering yourself in time ? AND PLEASE ANSWER !
Reference Number : CU 0100504 / Leon
Keith Neff
02-06-2008, 05:20 AM
Leon, I'm in the same boat, no answer yet to my request to modify the accessories order. They may be overloaded but I just don't want to get lost in the shuffle.
Leon, I'm in the same boat, no answer yet to my request to modify the accessories order. They may be overloaded but I just don't want to get lost in the shuffle.
Ah! A companion in the desert, that's nice to hear a voice !
Steve Gal
02-06-2008, 05:43 AM
I called in yesterday, updated my order and got a confirmation email. Really very painless and I called twice and got through easily both times.
planet e
02-06-2008, 10:38 AM
brent already invited you to call him in another thread:
http://www.reduser.net/forum/showthread.php?t=8525
just pick up the damn phone!
honestly...
brent already invited you to call him in another thread:
http://www.reduser.net/forum/showthread.php?t=8525
just pick up the damn phone!
honestly...
Thank you, I just tried and had an answering machine !
Thank you, I just tried and had an answering machine !
[quote=Brent@RED;150687
Personally, I think an accusation of a department being "on vacation" when you have not received an email reply within 24 hours is pretty off base and insulting to the people at RED who are indeed working their asses off to get out orders as quickly as they can.
If anyone is dissatisfied with the service they are getting from any department at RED, feel free to contact me at 949.206.7900 and I will be more than happy to discuss with you.
BC[/QUOTE]
My intention is not to insult anybody ( please those who feel insulted may forgive me) but blast and bombs and ultimatum dates like "do this before febr 7" are unpleasant to read when there are huge mistake in the message you sent !
So trying to fulfill you request of that urgent date YOU fixed, I email 2 times and went on user forum to follow YOUR request not to phone you.
1-How can you ignore that I sent, as every reservation holder, $1000 ?
2- How do you manage to lose trace of another deposit I made of $ 580 for accessories ?
Now I just had a mail from Nate saying they traced the $1000 first deposit,
but how could I be a reservation holder if I had not sent that money ?
Now for the $500 deposit accessories , no news, do you have ANY ?
I never received that famous titanium thing , I never complained, I could be perfectly happy with everything RED does except when they put pressure on me asking to reply before Feb 7 when they send me perfecltly WRONG
e-mail !
One last thing, i never thought being on vacation is an insult, I was trying to remain rather polite but if you feel this is an insult
what is the word you use when people forget that you send them money ?
By the way, "on vacation" was a question if you read properly, never an accusation !
VERY BEST REGARDS
Brent@RED
02-06-2008, 12:13 PM
One of the reasons that we send out the email in the first place is to verify the information we have is correct.
Sorry I could not get to you when you called, I was helping another customer. Calling you now so we can move this discussion offline.
BC
A. Bastaki
02-06-2008, 01:56 PM
buddy.
249 customers. 249 cameras + getting all their accessories right.
8 more days left till the next batch.
It's really tough. cut em some slack.
________
Ipad Guide (http://ipadguides.info)
Babu Kantamneni
02-06-2008, 01:59 PM
buddy.
249 customers. 249 cameras + getting all their accessories right.
8 more days left till the next batch.
It's really tough. cut em some slack.
Ditto.
Cut them a little slack seriously!!!!!
Chris Gearhart
02-06-2008, 02:13 PM
Yeah, they are very busy, but I have always experienced RED to be very good at handling things with a customer-first mentality. If there is a problem, be patient. They got your back.
It may take a few, but it'll happen.
Sure Things Will Improve...
A. Bastaki
02-06-2008, 02:27 PM
yeah... i mean look on the bright side. atleast you got an email.. some recognition.
I didn't even get an email! i never called, i never emailed. i wrote a post on a thread. i got a reply in half a day promising me that im there... it's secured and was asked to go ahead and order acessories.
all i have is my acessories order number email.. and im still awaiting for the official pay up email.
we are all on the same boat. just relax.. we'll get there.
i honestly consider myself very lucky buying a camera from red. name me another company that can ship 500 cameras in beta with their acessories in a month... none... zilch.. nada.
they're awesome... I honestly and sincerely respect the Red team's transparency with everything. even "holiday fixes"... i dont think ive ever dealt with a better company in my life before. they are so passionate... and i've come to share that passion too.
________
FERRARI 400 (http://www.ferrari-wiki.com/wiki/Ferrari_400)
Brent@RED
02-06-2008, 03:05 PM
Sure Things Will Improve...
Things have improved (just ask serial numbers #1-#50) and will continue to improve. We have shown - time and time again - if there is a problem, just bring it to our attention, and we'll fix it (within reason).
BC
Thom Steinhoff
02-06-2008, 03:47 PM
Brent,
Just to add another opinion here--you guys are amazing. I really couldn't be happier with my experience with Red customer service.
If the rest of your customer service staff is even half as together as Travis, you guys truely have a worldclass team and customer service unlike anyone in the industry. Travis was smart, together, answered all my questions, and totally took care of me--I couldn't be happier!
Thanks again and am counting the minutes until my camera arrives!
Best Regards,
Thom
Rob Lohman
02-07-2008, 12:47 AM
I don't think there's better customer service than Brent and his team... they're rockstars! We're extremely happy to have them. No idea how they keep up with all the little details and no doubt hundreds of calls, emails and the forum posts.
Keep on rocking guys!
Brent@RED
02-07-2008, 10:44 AM
Thanks, guys. I have to say that RED is lean, passionate, and driven. There is not one person (including Rob) that does not bust their ass every single day. Sure, we are going to have growing pains - but we rarely make the same mistake twice.
Thanks to everyone for their patience and understanding,
BC
Mark B.
02-07-2008, 05:51 PM
My intention is not to insult anybody ( please those who feel insulted may forgive me) but blast and bombs and ultimatum dates like "do this before febr 7" are unpleasant to read when there are huge mistake in the message you sent !
So trying to fulfill you request of that urgent date YOU fixed, I email 2 times and went on user forum to follow YOUR request not to phone you.
1-How can you ignore that I sent, as every reservation holder, $1000 ?
2- How do you manage to lose trace of another deposit I made of $ 580 for accessories ?
Now I just had a mail from Nate saying they traced the $1000 first deposit,
but how could I be a reservation holder if I had not sent that money ?
Now for the $500 deposit accessories , no news, do you have ANY ?
I never received that famous titanium thing , I never complained, I could be perfectly happy with everything RED does except when they put pressure on me asking to reply before Feb 7 when they send me perfecltly WRONG
e-mail !
One last thing, i never thought being on vacation is an insult, I was trying to remain rather polite but if you feel this is an insult
what is the word you use when people forget that you send them money ?
By the way, "on vacation" was a question if you read properly, never an accusation !
VERY BEST REGARDS
I can sympathize on being pissed about the pressure put on the Feb 7th date. For starters, there's no explanation of how to add the accessories to my account, so I'm waiting to hear how to do that. Secondly, they have me down for two lenses when I had canceled those lenses last year. Thirdly, they want to charge me WA sales tax when I get into buying accessories, in which case are they going to try to charge me WA sales tax on the body, even though it's an interstate sale that isn't subject to tax? And if it IS subject to state sales tax, then they need to get that information to me so that I have time to move down to Oregon. Seriously, I've already started looking for a room to rent down in the Portland area... we've just hit 9% sales tax in Washington, like I'm going to stick around here anymore.
Ultimately, what I've decided to do is ignore their precious Feb 7th cutoff date until I can get some answers and verify what the heck is going on. If they want to give a critical cutoff date, then they'll have to give WAY more time than a paltry 3-day window... especially considering they can't even return emails within 24 hours due to the volume of questions they're getting. Plus, some people (like me, as I'm currently house-sitting and not at my computer) aren't able to access their email except once every couple of days. What's going to happen to people who check their email on the 8th and find out the cutoff was on the 7th?
Red support might be working hard, but it's still a ridiculous system they've set up. I'm counting on their flexibility to get us all through this.
Thom Steinhoff
02-07-2008, 06:07 PM
Lowkus,
Just pick up the phone. I called Red, typed in 2, then when it asked for the first 3 letters of the name I typed: "SIM". A few seconds later, Travis (his last name is Sims) answered, and straghtened everything out within 5 minutes. Hung up, had another question, dialed back an immediately got my question answered. Zero waiting, zero hold, zero bouncing around to different departments--and my changes were complex!
It's amazingly easy and way less stress than hitting refresh on your e-mail.
As for your accessories, I just ordered my accessories a few weeks ago (knowing somewhere inside of Red they would put together my initial reservation with the accessories) and sure enough everything was put together. If you've been mischarged tax, or reserved something you no longer want--no problem--the money goes toward your balance and whoever you have taking care of you can get things straightened out immediately.
Mark B.
02-07-2008, 06:32 PM
Lowkus,
Just pick up the phone. I called Red, typed in 2, then when it asked for the first 3 letters of the name I typed: "SIM". A few seconds later, Travis (his last name is Sims) answered, and straghtened everything out within 5 minutes. Hung up, had another question, dialed back an immediately got my question answered. Zero waiting, zero hold, zero bouncing around to different departments--and my changes were complex!
It's amazingly easy and way less stress than hitting refresh on your e-mail.
As for your accessories, I just ordered my accessories a few weeks ago (knowing somewhere inside of Red they would put together my initial reservation with the accessories) and sure enough everything was put together. If you've been mischarged tax, or reserved something you no longer want--no problem--the money goes toward your balance and whoever you have taking care of you can get things straightened out immediately.
According to their website they've already closed shop at 5:00pm, so I won't be able to get hold of anyone until Monday. Bummer. I think the biggest issue I have at this point is that I can't order any gear until I have a Portland residence to send it to, so I'll work on getting that figured out between now and Monday.
Thom Steinhoff
02-07-2008, 07:05 PM
According to their website they've already closed shop at 5:00pm, so I won't be able to get hold of anyone until Monday. Bummer. I think the biggest issue I have at this point is that I can't order any gear until I have a Portland residence to send it to, so I'll work on getting that figured out between now and Monday.
You can always try--I was getting e-mails from them way into the night.
Also, just in case you don't know--IT'S THURSDAY! They'll be there tomorrow.
Mark B.
02-07-2008, 10:47 PM
You can always try--I was getting e-mails from them way into the night.
Also, just in case you don't know--IT'S THURSDAY! They'll be there tomorrow.
Whoa! You ever have one of those days when it's not the day you think it is?
Thom Steinhoff
02-07-2008, 11:01 PM
Whoa! You ever have one of those days when it's not the day you think it is?
Ha, I thought so.
just to make sure... It's Thursday the seventh... of February... 2008.:unsure:
Hope none of that was too much of a surprise!
Good luck and look at this this way--you're not quite as far behind on that to-do list as you thought!