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  1. #11  
    Senior Member vincent kardasik's Avatar
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    Quote Originally Posted by Björn Benckert View Post
    Been trying to get a red vlock mini replaced that was dead on arrival from the Sweden Stockholm reseller... Spent about a year on sending him the battery... Then tons of email from my side asking to get it back. Took about half a year then I got it back uncharged and not working... Then I actually ordered two more of those batteries... Emailed a couple of times. Still to this day like 2 years later I have not received anything. Red loose out so much on this guy it's insane. I would rather pay an extra 20% or so just not having to deal with them.
    Quote Originally Posted by Björn Benckert View Post
    Been trying to get a red vlock mini replaced that was dead on arrival from the Sweden Stockholm reseller... Spent about a year on sending him the battery... Then tons of email from my side asking to get it back. Took about half a year then I got it back uncharged and not working... Then I actually ordered two more of those batteries... Emailed a couple of times. Still to this day like 2 years later I have not received anything. Red loose out so much on this guy it's insane. I would rather pay an extra 20% or so just not having to deal with them.
    Quote Originally Posted by William Long View Post
    I really echo what Vincent is saying. In order to upgrade to Gemini I will have to go through CVP who will pass it on to Irvine. The alternative is Swedish customs procedures, paperwork and additional costs in order to ship to the US and then back again - that's a nightmare. Now CVP is good but they don't specialise in RED, why should they, they cover everything? Surely one dedicated RED service centre in Europe is possible?

    Another way of looking at it would be if all ARRI owners in the US had to send their cameras back to Germany. :))
    Björn, William,

    Last November I was desperately looking for an H2O VV OLPF, my only way to purchase it was the French Distributor, TRM: nice people, they're doing a lot of efforts, etc... But first they didn't have it in stock then Red is just one part of their daily problems so not necessarily a priority, they have tons of brand to deal with as CVP or Xinegear do. They had no idea if one was in stock somewhere as it seems they don't have direct access to the global stock.
    A last minute shoot opportunity sent me to LA so I contacted Red and asked them if they had that OLPF in stock, they said yes.
    I arrived an afternoon before the shoot and went straight to the Red Store, purchased the thing and that was done...
    This is exactly what we're missing in France not to say in Europe, a proper and dedicated Red Store in which they know what's in stock and where, in which they have direct access to all the Red ressources and where they sell and repair Red and not 20 different brands.
    For Americans, Europe is only one country but for us, having to deal with different language when talking to a germain repair center, dealing with a French or English reseller make things complicated as even with a unique money, we all have different way to deal with business... So if you add to that the fact dealers and repair centers have also to deal with different brands, everything is complicated... Or at least more complicated than it was before.
    I guess Red is working on improving all that and I would be really happy to help at some point but I think right now, the system is far from being efficient.
    I don't want to order through the Red website then being redirected to the French reseller then if I have an issue with my gear sending it to a German or English repair center... That's at least 3 different companies for one way to deal with one item, way too much.

    Quote Originally Posted by Brad Harris View Post
    Vincent - While I'm sorry to hear about the communication issues you've been having in ordering gear, I am very happy to hear that Gary and Al have been able to get your EVF Mount situated.

    To all others - There has been a bit of confusion about staff at RED Europe Ltd. since our direct Repair services have been discontinued at this location. While RED Europe no longer provides in-house repairs, Product Support is still there at Pinewood to help. Gary and Al are available through all of the usual means of communication, so please feel free to reach out to us/them for any questions on your RED products!
    Hi Brad,
    Thanks a lot for your input here.
    I can't thank enough Gary and Al and since that, I'm aware Product Support is still at Pinewood, my only concern is that the first thing I did when I had an issue with my EVF mount was contacting Red and I was redirected to either Xinegear or CVP.
    I picked up Xinegear (faster for me to ship to Germany than shipping to UK) and I did a mistake, maybe CVP would have be more efficient.
    Once again I don't want to bash anyone or any repair center but reality is, our cameras and accessories are professional gear so when when can't use it, we can't work... A top notch product service system is a key in my relationship with my camera manufacturer.
    It used to be great, it's not anymore... Any hints on how this is going to evolve?
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  2. #12  
    Senior Member William Long's Avatar
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    This is exactly the situation we face Vincent.

    What would be fantastic is if RED opened ONE dedicated European Sales/Service centre on this 'side of the pond'.

    Oh... and to keep Björn and others happy, maybe they could also have one guy tinkering in the back yard with DSMC1 repairs?!
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