Red.com

***, I have received attached reply in regards to case [redacted] [redacted] seems to be upset because he is unable to obtain for free new software updates to his camera that provide additional functions and capabilities to the camera [redacted] is not complaining that his camera does not work properly or that RED has failed to support or warranty the cameraHe is complaining that he is not getting an upgrade in software from RED for free [redacted] does not need the new software update to use his camera, he just wants the update because it provides additional features and capabilities to the camera.When [redacted] purchased the RED camera he agreed to the Terms and Conditions of Sale (www.red.com/terms-conditions) and the Camera Software License Agreement (www.red.com/legal/license-agreements)The Camera Software License Agreement states, "UpdatesRED and its licensors have no obligation to provide updates, bug fixes or error correction." RED has no obligation to provide the new software updates as complained of by ***He is upset because he wants software that makes the camera better, but wants RED to provide it for freeSince RED is not willing to provide the software update to him, [redacted] is now trying to use the Revdex.com to extort the software update from REDRED has no obligation to provide and will not be providing the software update to ***.Additionally, [redacted] is in breach of the Camera Software License Agreement, which would void his ability to use the camera and softwareSpecifically, [redacted] admitted in his compliant submitted to the Revdex.com, that he transferred the camera with the software for use by a third partySection of the Camera Software License Agreement does not allow the Software to be transferred to a third partyWe hope that this response makes it clear that [redacted] has no right to a free software updateHe has been provided the full benefit of his purchase of the RED camera, but now wants upgrade/update software for freeThanks,***SWAT

Please see response from RED Digital Cinema in regards to the complaint submitted by *** ***
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On August 8, 2013, *** entered into a disagreement on the ***.NET online forum with *** ***, founder of RED Digital Cinema The disagreement then carried over to a series of emails between *** and *** As the disagreement turned more personal, *** declined to directly reply to ***’s latest in the series of emails, wished *** the best, and asked that he no longer shoot on RED Digital Cameras He also informed *** that he wanted no further interaction with *** *** replied that he felt the same way
Based on this email conversation and subsequent decision to part ways, RED has been - and is - no longer providing support to *** The warranty on the latest camera purchase *** made expired on October 12, Therefore, no warranty support for the camera is currently applicable

***, I have received attached reply in regards to case *** *** seems to be upset because he is unable to obtain for free new software updates to his camera that provide additional functions and capabilities to the camera*** is not complaining that his camera does not work properly or that RED has failed to support or warranty the cameraHe is complaining that he is not getting an upgrade in software from RED for free*** does not need the new software update to use his camera, he just wants the update because it provides additional features and capabilities to the cameraWhen *** purchased the RED camera he agreed to the Terms and Conditions of Sale (www.red.com/terms-conditions) and the Camera Software License Agreement (www.red.com/legal/license-agreements)The Camera Software License Agreement states, "UpdatesRED and its licensors have no obligation to provide updates, bug fixes or error correction." RED has no obligation to provide the new software updates as complained of by ***He is upset because he wants software that makes the camera better, but wants RED to provide it for freeSince RED is not willing to provide the software update to him, *** is now trying to use the Revdex.com to extort the software update from REDRED has no obligation to provide and will not be providing the software update to ***Additionally, *** is in breach of the Camera Software License Agreement, which would void his ability to use the camera and softwareSpecifically, *** admitted in his compliant submitted to the Revdex.com, that he transferred the camera with the software for use by a third partySection of the Camera Software License Agreement does not allow the Software to be transferred to a third party.
We hope that this response makes it clear that *** has no right to a free software updateHe has been provided the full benefit of his purchase of the RED camera, but now wants upgrade/update software for free.
Thanks,
***
SWAT

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The camera that I purchased fell out of warranty as stated, however, this should not prevent me from continuing to install software updates into the cameraEveryone that owns a Red camera is able to go onto their website, download and install for FREE the required new software update for their specific cameraI am no longer able to do thisI have other friends that own the same camera who are not under warranty and they are able to download and install new software updates from Red.com without a problemJust because the camera is out of warranty, shouldn't prevent it from being updatedFurthermore, based on their decision to ban me from being serviced, I worry that if my camera were ever to break or need physical repair, Red would refuse to perform the workI need to know what exactly I am allowed and not allowed to do going forwardIn order to resolve this issue, I would like Red to allow the camera to continue getting software updates and if the camera is ever sold or needs repair, it's treated with fairness and equalityRight now I feel like Red is holding me hostage for a product that was already paid for in the amount of $50,000+Also it should be noted that *** *** was the one who first contacted and emailed *** *** and was throwing a series of personal insults, the last of which he stated, "Go *** yourself"That's no way to run a business and was completely unprofessional
Regards,
*** ***

Please see response from RED Digital Cinema in regards to the complaint submitted by *** ***.On August 8, 2013, *** entered into a disagreement on the ***.NET online forum with *** ***, founder of RED Digital Cinema The disagreement then carried over to a series of
emails between *** and *** As the disagreement turned more personal, *** declined to directly reply to ***’s latest in the series of emails, wished *** the best, and asked that he no longer shoot on RED Digital Cameras He also informed *** that he wanted no further interaction with *** *** replied that he felt the same way Based on this email conversation and subsequent decision to part ways, RED has been - and is - no longer providing support to *** The warranty on the latest camera purchase *** made expired on October 12, Therefore, no warranty support for the camera is currently applicable

[redacted], I have received attached reply in regards to case [redacted].[redacted] seems to be upset because he is unable to obtain for free new software updates to his camera that provide additional functions and capabilities to the camera. [redacted] is not complaining that his camera does not work properly or that RED has failed to support or warranty the camera. He is complaining that he is not getting an upgrade in software from RED for free. [redacted] does not need the new software update to use his camera, he just wants the update because it provides additional features and capabilities to the camera.When [redacted] purchased the RED camera he agreed to the Terms and Conditions of Sale (www.red.com/terms-conditions) and the Camera Software License Agreement (www.red.com/legal/license-agreements). The Camera Software License Agreement states, "Updates. RED and its licensors have no obligation to provide updates, bug fixes or error correction." RED has no obligation to provide the new software updates as complained of by [redacted]. He is upset because he wants software that makes the camera better, but wants RED to provide it for free. Since RED is not willing to provide the software update to him, [redacted] is  now trying to use the Revdex.com to extort the software update from RED. RED has no obligation to provide and will not be providing the software update to [redacted].Additionally, [redacted] is in breach of the Camera Software License Agreement, which would void his ability to use the camera and software. Specifically, [redacted] admitted in his compliant submitted to the Revdex.com, that he transferred the camera with the software for use by a third party. Section 6 of the Camera Software License Agreement does not allow the Software to be transferred to a third party. We hope that this response makes it clear that [redacted] has no right to a free software update. He has been provided the full benefit of his purchase of the RED camera, but now wants upgrade/update software for free. Thanks,[redacted]SWAT

Review: In 2007/2008, I purchased a Red One Digital Cinema camera for around $30,000. A few years later I then purchased a Red Epic Digital Cinema camera for roughly the same amount. I've spent nearly $100,000 on Red products for my career as a cinematographer & director. At the time of Red's launch into the world of filmmaking, they created a user forum called Reduser.net. On this forum, the creators of this camera would often ask its audience of filmmakers what they wanted to see developed in the perfect camera system. This was an exciting time because nobody in the past ever truly listened to the end user like Red was doing. Sometime around August 2013, the founder of the company, [redacted], posted a late night post that stated, 'Why bother shooting with another camera system when Red's highly advanced RAW technology could achieve any look.' Being raised in a household that was taught to always question authority I simply stated that this feat was near impossible due to the physical nature of camera sensors themselves. Long story short, Mr. [redacted] didn't like my critical thinking and banned me from the Reduser.net forums forever. Whilst banning me, he also sent me a few nasty emails, one of which simply stated, 'I have never been so satisfied in saying...Go [redacted] yourself.' This wasn't the first time I heard about the erratic behavior from this billionaire founder of Red. Other filmmakers have spoken up in private about how they too were banished from voicing an opinion. Fast forward to present, a client of mine working in Switzerland was unable to re-install the Red firmware/software required to operate the camera correctly. When he went online, using my login and password to access this upgrade he saw a screen completely locking him out. I contacted Red Digital and was told from several tech support members that Red refuses the right to do business with anyone and that I was one of those people. I've attempted numerous contacts but can't get through. They refuse to talk or resolve anything.Desired Settlement: My goal is to have the cameras that I paid for unlocked and able to be serviced and upgraded without discrimination going forward. When and if I choose to sell my cameras to other members in the community, I want to ensure that no stigma is attached in anyway. The Red software required to run these cameras is imperative to make them work correctly. By Red locking me out and preventing simple free software upgrades afforded to all users, they are essentially making these cameras paper weights.

Business

Response:

Please see response from RED Digital Cinema in regards to the complaint submitted by [redacted].