NOT happy with RedRock Micro

[Matt Gottshalk]

I FINALLY received my Redrock order today, after ordering it on 6/24.

Yes, that is over a month.

They refunded me the shipping.

Now, I ordered the Redrock FF V2 with Nikon reversing gear.

When it arrived I attempted to follow the instructions for assembling the nikon reversing gear onto the FF.

I was unable to remove one of the screws because it is locked down so tight.

How tight?

So tight that it turned 1 of my allen wrenches totally around into something resembling wrought iron, and the second allen wrench snapped off inside the srew head itself.

The first screw backed out fine, so I don't know what gorilla decided to crank down on the 2nd one so much.

So now I have a follow focus that is useless to me for my shoot on Thursday.

I am NOT happy.

And yes I emailed them, their turnaround on emails is equally abysmal.

 

[Kit Hannah]

Hey Matt,
I feel ya. It took them almost 24 hours the first time I emailed them. Although, I will say I needed our mattebox quickly and it was here the day after ordering it...

I don't think they are all that big of a company. Many companies allude to being really big, and for some reason you just think in your mind they're big because of their advertising, but I bet they're pretty small.

As for your screwy screw, that's too bad. The brow on my mattebox I almost can't get tight enough..

You try drilling the screw and replacing it?

 

[Ted Spencer]

In my experience RR's customer service has been spotty at best, and they also seem to have a very hard time taking responsibilty for it, offering non-apologies that read like someone who stepped on your toe saying "I'm sorry your toes are so sensitive".

The fiasco with delays of announced (and repeatedly blown) delivery dates on the Mattebox was so beyond the pale that they've never projected delivery dates since. Mine was right in the middle of that mess. My FF order was also defective and heavily delayed, so par for the course I guess.

OTOH, both products are excellent (after the FF gearbox was replaced - the first had about a mile of play, and it was delivered long, long after that issue had been 'upgraded'). So, good products, well designed and made, but dysfunctional customer service and "ownership of issues".

Their wireless FF unit looks quite intriguing (along with our own Peter Hoare's HocusFocus), although it's taking them an eternity to bring it to market (gee...now what does that remind me of?). Dealing with them again though, if I decide to, is something I will dread.

If I do, and it goes just fine, I promise to report that here. I have no axe to grind, just true stories to tell for the benefit of others who deserve know these things.