Difficulties contacting RED about the sensor upgrade

[sander kamp]

I am trying to contact Nick from the upgrade department but it is really difficult.

My camera has arrived at RED for the upgrade according to fedex. I have some questions about the payment, chance the shipping address, ask about possible repairs and other really important things but I don't get an answer to my emails. When I try to call I can't get Nick on the line.

Making this more difficult is the fact that being on the other side of the world RED start working when I go to bed at 12 at night and stops when I get up at 8 in the morning.

This is not a complaint about Nick, when I do get hold of him things get sorted out really quickly and he seems like a very capable person. But maybe he could get some help when he is really busy?

We are shooting a feature starting in less than 3 weeks and really need to upgraded camera (all night shoots). The producer and DP are getting really nervous and every day counts now. And, I don't know, I think I am paying a considerable amount of money for the upgrade and RED Rocket so some news about how things are going would be nice.

[Peter Moretti]

...

Making this more difficult is the fact that being on the other side of the world RED start working when I go to bed at 12 at night and stops when I get up at 8 in the morning.

...

I think you are going to have to adjust to their hours operation, and call when you'd normally be sleeping.

[Fredrik Callinggard]

I think you are going to have to adjust to their hours operation, and call when you'd normally be sleeping.

Maybe he has - Look at what time he posted.

[sander kamp]

I think you are going to have to adjust to their hours operation, and call when you'd normally be sleeping.

Well yes, that is of course what I am doing. But some sleep would be nice too.

[Brent@RED]

To be honest, Nick is indeed slammed. Since more and more M-X footage is being shown and people are falling in love with the M-X sensor, more are more people are taking us up on the M-X upgrade program. Compound that with the fact that we now allow people to get the Rocket + M-X bundle where they can ship the Rocket first. Now, Nick has people contacting him way in advance of their camera being eligible for M-X to pay for the bundle and get the Rocket now. So, we have a lot of front-loaded volume of contacts coming into RED.

We are actively recruiting for additional resources on this program. But, frankly, we are very picky with recruiting only and consider rock stars for ANY role at RED. In the meantime, email is the best way to get ahold of Nick so he can reply to emails in order received. If he is answering calls his whole shift, then he never gets to emails.

We know he is slammed. We know he needs more help because the M-X sensor is that damn good. We are working on it. Please be patient and do NOT promise or rent out your camera until it is physically in your hands.

BC

[Peter Moretti]

Brent,

I know this is none of my business, but since I already opened my mouth, I have to say that Sander needs more than being told to continue to send emails. His emails were not being returned. And he has a scheduled feature shoot starting in less than three weeks.

... but I don't get an answer to my emails. When I try to call I can't get Nick on the line.

... We are shooting a feature starting in less than 3 weeks and really need to upgraded camera (all night shoots). The producer and DP are getting really nervous and every day counts now. ...

I hope you contacted Nick and had him contact Sander.

Okay, don't worry everyone, I'm done butting my head in this.

[XiaoSu Han]

Hey Sander,

when contacting Nick the best way for me was to get through to "John", who put me on hold to Nick. I was able to talk to him then. It's not easy to get ahold of him since he's getting swamped but that's how it is. It doesn't help though that the operator can't even give out extensions and I have to go through the electronical voice recognition system everytime although I know I just want to talk to Nick Miller.

[B Newberry]

Been trying for a couple days to get a hold of him. want to get this upgrade asap. just charge my cc already and give me an address to send this camera too.

[Brent@RED]

I know this is none of my business, but since I already opened my mouth, I have to say that Sander needs more than being told to continue to send emails. His emails were not being returned. And he has a scheduled feature shoot starting in less than three weeks.

As I said above, do not rent out or promise gear until you have it on your hands. And there is a difference between not returning emails and how quickly they are returned. We don't ignore emails, I promise you that. When volume spikes, like it is right now, it does take longer to get back to people.

BC

[Shawn R]

It'd be interesting for those posting regarding getting their upgrade if they could post when they received their camera. Just to let the other readers get an idea where everything is at.