The reason why I will not buy Redrock

K

kaimakana

Member
CUSTOMER SERVICE

I have emailed 5 times to get an answer about my order status, to no avail. I have emailed to all dept. I finnnnaaallly get a response saying my product is being sent Jan. 31, 2008. On their order page, it states that redrock will give a tracking number. NOT!

I can understand product lead time, but man don't promise or say it being shipped out today. If a company fails to meet it's deadline, then notify your customer(s) about delays. Geeez, how you expect customers to be loyal if you can't even do a simple customer service.

I've dealt with the folks over at Cinevate and Indifocus, and would have my concerns addressed at least by an hour. That's what I call customer service.

Just a little warning with a bit of rant thrown in.
 
I can understand frustrations with customer service! It sucks!

Perhaps there was a miscommunication and/or someone futzed. Redrock's order volume is probably twice/three times what Cinevate and Indifocus' are, given their advertisement outlets and popularity. It's a different kind of powerhouse.

I've never had a single issue with Redrock Customer Support when I owned an M2 and still afterward. I recieved my Follow Focus (aka dream machine) within a few days and had tracking number, etc.

Go to the Redrock Forum and post or PM Brian Valente there and address the issue tactfully. In the future I'm sure he'll put the smack down on shipping, notifications, etc.

Sorry to hear about it!
 
My order was just for an Achromat.

If supplies or other factors was the problem, then notify and don't promise. Simple equation.

McDonalds is a big beast of a company, but I can walk in to any McDonalds on planet Earth and expect the same product day after day.
 
"McDonalds is a big beast of a company, but I can walk in to any McDonalds on planet Earth and expect the same product day after day."

Try it for a month!

Sorry but that is a completely backwards comparison, Of course MacDonalds has the money to invest in customer service. They take it out of their product quality. I'd rather wait around for a well cooked meal by an understaffed great chef, who maybe doesn't have time to answer the phone.

That said I do understand your frustration.

lenny levy
 
Also it only takes some teenage dropout 30 seconds to make a bigmac, and it only has to travel 10feet to get to the customer. An achromat lens is abit more complicated....
 
and that bigmac is far from stellar - repeatable yes, but pretty crappy as far as hamburgers go. I should know - just had my third this week.
 
I have had my share of frustrations with manufactures that promised one thing but never delivers it. I think the point kaimakana is trying to make is, if your product/parts delay, let the customer know. What's so hard about that? If you don't have the time to even give your customer a call or email them, then you're either customer ignorent or really under-staff. A manufacture can make all kinds of execuses (e.g. my dog eat my homework) but the truth is, they failed to notify their customer.
 
I agree, and plenty of people have lost my business due to bad customer service.

The best product in the world is worthless it if the company can't back it up with solid customer service.
 
Odd...the reason I wont buy a Redrock is:

Poor light performance
Bad Edge to Edge sharpness
Overall Sharpness is low

I guess my reasons are different :P
 
Just another perspective, I've been a customer of Redrock's for 2 years. Bought the M2 and have used it extensively. Bought the follow focus; love it. And recently just bought replacement rods (Air Canada bent mine--talk about customer service) and they arrived in a matter of days. It's a small company, but I've always found them very responsive.

As for edge to edge sharpness and all that--well these products are all evolving I'm sure, but I still love the imagery.

Comp1_00074.jpg
 
i've had a redrock for my hvx for over a year and i find the picture to be the best of any adapter i've used so far. i hope brian and co are working on a less light hungry version with flip built in for the future!
 
the only way to improve light loss is to sacrifice diffusion. the reason the m2 looks awesome is the diffusion!!!!

the longer light path of the flip module should deal with the edge to edge and vignetting issues of the M2

so when the flip comes out it will be even more awesome!!!
 
Thanks guys -

sean90291 that's a beautiful frame grab :)

We've been quiet. quiet because we're mighty busy working on some interesting things for you all

B
 
Since Brian is reading this thread I thought I should write a few lines of concern as well.

I received my M2 in a timely fashion as promised (shipped in3-4 days). The problem was there were no updates about shipping, the tracking number listed never worked and the package ($1400 value) was left at my doorstep without a signature.

I believe this exposes your company to a lot of unnecessary risk and should be addressed to ensure the delivery of quality products at a reasonable price.

We are waiting for your next great products.

Cheers,
Emre Tufekci
www.productionpt.com
 
Well I've bought two red rocks, and my customer service has been absolutely amazing!

PS: and my images are sharp and great looking, so poo poo to you haters.
 
I have no problems with Redrocks services. Brain is top notch. I recently bought an upgrade gearbox for my Redrock Follow focus (Which I bought from another DVXuser), And there were some things missing like a spacer from one of my redrock lens gear. I ask Brain if he could sell them to me too. He puts in in for free with my order and never charge me for shipping as the spacer come separately with another shipping on top of the gear.

Maybe it was overlooked. I also had problems with Indiefocus. I ask if their whip came with a standard port at the end, but there was no reply from them at all. I finally got my answer from this forum. But hey, most people got an answer from Indiefocus.

The reason I didn't buy a indiefocus follow is not base on its service but the product itself. The review was not as good , but even after the new upgrade, the standard port of the indie follow focus is still not standard after all.

So I hope you can give Brain a chance to make it up to you because the product from Redrock is proven to be top notch .
 
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That's way cool.
I've only gotten small ticket items from RR (FFocus and Gears) and they've been great. Your service issue may have been an anomaly.

Speaking of delays, how's that Matte box coming along?
 
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