Posts Tagged ‘ Kodak ’

Are you Embarrassed to Work for Kodak? I’d be Ashamed

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On 6th March 2011 I wrote a blog explaining how deceptive calling the Kodak ESP9250 a printer is and how dissatisfactory Kodak’s impression of Customer Services had been to that point. I am sorry to say not much has improved and it’s not likely to either until they admit they have a major problem and speak to customers about what matters. I won’t go through the Oct 2010 – March 2011 events or thoughts, I’ll let you read it for yourselves

So where did I leave off, oh yes a rant at Kodak on the blog and via email at the beginning of March.

On Monday 14th March I finally got a phone call from someone at Kodak in the UK offering to help. Unfortunately this was a bad day at work for me; I was winding things up at work so that I could take two-three weeks out of the office for surgery and recovery. I suggested that I would have to call them back a few weeks. But of course that was a touch too difficult for them to understand, they called me back twice. The first time was an hour or so after I had woken from the anaesthetic and then the second time a day or two later, when I still didn’t know my up from down.

I finally called them back at the beginning of April to move things along and yes you guessed it, they hadn’t actually given much thought to resolving the issue despite the detail provided to them, along with the content of the blog which I know they were fully aware of.

After a number of conversations and then several emails with Customer Support staff in the USA on 3rd May I was promised a new replacement printer; a brand new model. It was promised fast in a number of emails, all apologetic about the delay and yet it still didn’t arrive until 25th or 26th of May; 3 full months after I posted the blog and 9 months after I made the initial mistake to buy a Kodak device (I have trouble calling it a printer).

So we have (or did have at the start of last week) the new ESP2170 printer installed and running as advertised or so it seemed.

During the conversations with the Customer Support personnel in the USA I was given a choice of accepting a newer model i.e. the ESP2170, an older model or yet another ESP9250. I think I snorted at that last option.

I asked one qualifying question to the lady I was speaking to; did the cartridges that we had purchased for the ESP9250 fit the new ESP2170. The question was answered in the affirmative. And as a show of good faith a few additional cartridges would be delivered. So I elected to go for the newer model on the basis that we would only have to wait a week. This was important because Mrs F was studying and revising for exams. Her revising techniques called for a lot of printing and without a printer she was in trouble and very very stressed. So you can imagine the relief we both had when the new printer finally turned up and she was able to print, albeit without the extra cartridges promised.

Mrs F then proceeded with her printing and use a full Black cartridge in a day and then tried to replace it with one of the older ones we’d purchased for the ESP9250. So having waited for so long we had a brand new functioning printer…………….for a day.

Yeah you can guess, we’d been lied to and they weren’t compatible at all. I don’t suppose for a minute that this was malicious just, very pathetic and doesnt even come close to the defination of the word ‘service’.

I then sent an email to the one person throughout of all this who has been very responsive and to a large extent reactive, asking him to call me. His name is Ricky Frazier and is a very good Customer Service rep that has to be embarrassed to be working for Kodak. He seems to be doing all he can with inadequate support from the infrastructure he works within.

He promised to send me 3 colour print cartridges as well as 3 colour cartridges along with details of how I could trade the old non-compatible cartridges with new ones that will work and details of which UK retailers stocked them.

I got a confirmation email from him and was also rewarded with further emails from the despatch teams confirm that 3 of each cartridge had been ordered and then expedited. You can image what I was feeling when I opened the package to find only one of each inside.

Not only does their definition of expediting mean sticking the parcel in the post, but it would seem that they cannot count. Just plain stupid.

There have been so many inconsistencies, so many failures and so many untruths told. Many had seen my rants on Twitter including @Kodak. Whoever was monitoring the @kodak mentions contacted me asking if they could help. On the assumption they would be able to concentrate for sentences longer than 140 characters I asked them to read the blog. They didn’t read it or didn’t respond. You can only laugh can’t you?

Whilst I was waiting for the printer to arrive I read this blog post on “How Kodak Learned to Listen to the Social Media Conversation” apparently and of course I commented. Another joke in their repertoire is this article in Amateur Photographer last year.

They really should go on tour.

Anyway today I wrote an email to my mate Ricky and this time copied on the Exec VP responsible for InkJet Printers, Susan Tousi. This time I have asked for a full refund or a replacement with an HP or Lexmark printer. I do not see why after all of this crap I can’t get my money back a formal apology and some kind of compensation. What do you guys think?

So when the tv ad says that they will save my money from draining away, they should try harder to stop their customers from draining away.

I have no confidence in Kodak and do not want to use their products. I do not have any interest or wish to contribute to Kodak’s balance sheet.

I will leave it to you to decide if you wish to.


A Kodak Moment, should’ve gone for LexMark

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In October 2010 I decided to purchase a new multifunction printer, (I needed Wi-Fi) and being mindful of the increasing costs of printer cartridges was quite impressed by the claims of the Kodak ESP 9250 and duly purchased it. The claims they make are quite true, the ink cartridges are far cheaper than other branded makes. What they didn’t tell you is their product isn’t that good in the first place and their Customer Services don’t like dealing with customers.

After only a few weeks I started to run into problems with it. The tray used to print photographs kept jamming as it calibrated itself to the point where it became unusable. FAIL #1

Rather than take a hammer to it out of frustration we took it back to the retailer in December 2010 and asked for an exchange. This, Staples obliged with without much fuss.

On getting the new Kodak ESP 9250 home we had to go through the laborious set up routines and software loads again – why is that the same drivers were already installed on the two laptops from the previous printer? FAIL #2
So we had it set up. All connected to the house Wi-Fi network and both Laptops able to see it. As soon as we went to print, the same problem occurred; the not-needed photo paper tray jammed first time out of the box. FAIL #3

Once we finally got it to work it was fine until we didn’t need to use it for about 15 min, then it just lost Wi-Fi sync and we had to reboot the pcs. I know full well this is not a problem with the Laptops because they are able to connect to other Wi-Fi networked peripherals. FAIL #4

There is clearly a design fault with the printer (well IMHO at least) in respect to the photo-tray jamming all the time and no clear information available to rectify the Wi-Fi issue. Now whilst Staples were very good first time around I thought I’d see if I could find any information online on the Kodak website, but no, nothing helpful. I did send a message to their Customer Services team via a form on the website, but no response. FAIL #5

So being a big user of Twitter I thought I’d use a more direct approach and complained about the issues in a couple of 140 character tweets. I’d given them enough chance to respond hadn’t I? I won’t say that Kodak don’t have anyone listening to online buzz because they seemed to have someone doing it, but whilst Susan under the Twitter profile @KodakPrinters contacted me and asked for my email address, she failed to follow up or respond in anyway once I had sent my email address to her. I tweeted my frustration in the open and directly to her, again no response. FAIL #6

Now you may wonder if I was being rude or abusive and deserved to be ignored. But No I was not. I wasn’t happy and clearly stated how I felt about the level of customer services but I wasn’t and will not be abusive.

So I returned to the Customer Services pages on the Kodak website and sent yet another email to them, this time outlining my frustration not only with their printers, but also with being ignored by what they claim to be Customer Services. Hallelujah!! Finally a response from Ricky in Customer Services in Rochester, NY. Ricky asked me what the problem was then asked me to provide a list of information to him so that he could direct the complaint and problem in the right direction; all the time apologising for the inconvenience. In a further response from him I got a friendly and encouraging email telling me that he had personally passed the complaint and my information onto the UK team, which would be able to help me.

That was on 1st March 2011. Disappointingly I have still to hear from them. FAIL #7

It is clearly obvious to me that the Kodak Eastman company don’t really care about me as a customer, that their Customer Services people need to be retrained, starting with the use of email and phones. Kodak you should be ashamed. A brand once respected is failing to do the simple things.

I am stuck with the Kodak ESP 9250 printer for now. It’ll teach me to go for the cheap option; sadly it was not worth the money I paid for it, which wasn’t that much.

I doubt by venting in this blog will get a positive reaction but it helped get the frustration off my chest and if it saves others from making the same mistake, then great.