Time to get red support in europe

[Luis Ismael]

My camera stop working.
No signal. DEAD.

Talk to Red and quickly i get a RMA Ticket suport.
Time to ship camera back to RED.

All the problems start right here.

FEDEX refused to do a temporary export and i was left in a no man´s land.
Without this temporary export i will pay FULL TAX CUSTOMS after repair, it´s like paying for my camera twice!!!
No way!

I was forced to wire a broker fill a ton of papers and the process took almost 2 weeks to ship!
Finally i get a temporary export status on the package.
I then received a notice from Fedex that a backup camera was waiting for me at the airport from red but my customs ask me to pay a temporary bail out of 10,000 euros to get the camera.
Dont pay because i really dont trust the portuguese customs and after i send this backup camera back they could put me in my face a strange law that inform me that my bail was lost.

My camera is repaired and soon heading home.
But i really think it´s time for RED UK or RED EUROPE to make it´s apperance.
It´s time that european customers get support without going thru customs and paperwork hell.
This kind of business cannot live on the daily "wait and pray" customs paperwork.
We need lightning fast support.

A word to the RED team:
You really deserved all the credits and i take my hat off.
Great service, great follow up and great people, no doubt about.
I was panic and the RED team as unstopable and incredible.
This company is really different and i´m a proud and evangelic red owner.
Thank you is not enough.

I known that RED EUROPE will have support soon, there´s no other way to go.

Now i will wait for my package arrive.
Fingers crossed not to go to customs hell once more because i have no pacience and above all no time to spend in burocracy.

Sorry for the english.

[jimhare]

Hey Luis,

Sorry to hear about your trouble. Sounds like all the issues are with Fed Ex and Portuguese customs. Hard for Red to combat this because there are issues all over the world.

Couldn't you send your camera to RED at Pinewood in the U.K.? Or are they not doing repairs yet?

[Hans von Sonntag]

Hey Luis,

Couldn't you send your camera to RED at Pinewood in the U.K.? Or are they not doing repairs yet?

No custom madness any more for us Europeans. Send your broken stuff to Alan Piper at Red Europe (UK , Pinewood) and he will take care. They either repair your gear locally or they send it to Red HQ.

Going through this right now.


Hans

[Luis Ismael]

Couldn't you send your camera to RED at Pinewood in the U.K.? Or are they not doing repairs yet?

I know that Red UK exists but i think they dont provide support... yet.

No custom madness any more for us Europeans. Send your broken stuff to Alan Piper at Red Europe (UK , Pinewood) and he will take care. They either repair your gear locally or they send it to Red HQ.

Good to know but i didnt get that info from red.
I was ask to send the camera to the usa, not in the several emails exchanged once was referred of Red UK.

[Antony M]

No custom madness any more for us Europeans. Send your broken stuff to Alan Piper at Red Europe (UK , Pinewood) and he will take care. They either repair your gear locally or they send it to Red HQ.

Going through this right now.


Hans

Are you sure Pinewood is working yet?

I have a fault with the mini-XLR socket on my Red, I filled in a fault report, and was told I would have to send it to the US.

So I have been putting up with the fault, because I didn't want to deal with Customs and be without the camera for 2+ weeks.

Who do we contact to get Pinewood to fix things?

[Hans von Sonntag]

Are you sure Pinewood is working yet?

I have a fault with the mini-XLR socket on my Red, I filled in a fault report, and was told I would have to send it to the US.

So I have been putting up with the fault, because I didn't want to deal with Customs and be without the camera for 2+ weeks.

Who do we contact to get Pinewood to fix things?

My camera died 10 days ago. Got it back today. Sent it to Pinewood. Alan Piper is the helpful chap who took care of my camera. He actually told me that they will have a look at the camera first and in the case that they can't repair it they will send it to the US.

No customs hassel anymore. Very convenient!

Hans

[Marc Berger]

Thank you Hans for posting this!
Very helpful,

cheers,

Marc

[Luis Ismael]

Thank you Hans

This info is "life saver"

[hans de vries]

hi there,
I've got the infamous sata transfer bug on my drive and two drive cables, and I asked Red whether I could send it to Pinewood but was told that they didn't have the means to repair this in England.

[Meddy MOST]

We are going to own a RED ONE soon and I can tell you the thruth I'm really astonished by all this customs problems... Hope RED will give us a good european support ... I think people deserve it :) It would be so easy then .... let's hope