Kodak Came Through

So on my doorstep today arrived a brand-new in the box Kodak printer. I have to give them high marks in the Customer Service department (although it took publicly criticizing them in a open forum for them to respond, and several e-mails from me to get the ball rolling). I am greatly pleased with the friendliness AND professionalism of their consultants. As far as their product, I don't know that they will ever convince me to support their printing products again. They had a good idea, but in reality, it just isn't cutting it. Other than the "paid" commenter on my blog, I have yet to meet or hear from someone who actually likes/ has had success with the Kodak Printer.
Well, since I just fell asleep typing, I best be off to bed.

Later...

Two Days of Near Death (And the Close of the Kodak Saga...I Think)

Wowzers! I woke up Tuesday morning and knew that I wouldn't be going to school. I could hardly stand up, let alone teach. The poopy part was having to come up with sub plans while feeling sick. I called the clinic and asked if a PA would be in. They said yes. I told them I would call if I felt worse. I should have just scheduled an appointment. I called back around noon and told them I had to get in. The did get me in, though they weren't very excited about it. The PA told me that I most likely started with a bronchial infection and then picked up the flu on top of that. Fun stuff. She said that lots of sleep, liquids, and more sleep is what I need. I slept a good portion of yesterday.

This morning I woke up and could actually stand up. I was still light headed, but was feeling much, much better. As the day wore on my headache returned, but still felt good. Now it is after 5pm and I just returned from my classroom. My sub did a great job. My class did well too. Just a couple of kids that will need a talking too! But it is all good. I am looking forward to being back at school, mostly so I don't have to write sub plans. That is NOT a fun experience. 

The Kodak Saga is drawing to a close. After a few short e-mails this morning, it appears that our new printer has been shipped (or will be soon). I was SO frustrated with Customer Service. I had scanned the box's UPC and got THIS e-mail in response:

Hi Mr. Hughes, if you can send a copy of the proof of purchase (if you found it) that would be great!

So I wrote this:

Mr.  Frazier,
So would you define Proof of Purchase? I have asked in several e-mails if you needed the receipt or a certain part of the box and all I ever get from you is "proof of purchase". If you would be clear to start with, maybe we could get this solved a lot quicker! So I assume you mean receipt from the purchase?!?!  Please let me know!
Thanks

And they wrote this:
Hi John, my apologies to you, yes the receipt  from the purchase of your ESP3 printer. Hope this helps!



Finally. They defined Proof of Purchase! I only asked in at least FIVE, yes FIVE e-mails exactly what they needed. But aside from that, it appears that Kodak is working to make amends in this case. Now, what they did for Mrs. E??? Not so much. But that is a different story and a different post. At this point, Kodak moves up from a 0 to a solid 2 out of 10. If and when the printer arrives AND it actually works, I will re-evaluate them and possibly remove them from "the LIST"! lol Interesting stuff this is!


Well, it is time for dinner.


Later...

Kodak, Round 4 (Plus my real life)

So today started with THIS e-mail:

Hi Mr. Hughes, by any chance do you have the proof of purchase for the printer that you can send as an attachment or scan to send to me. Please advise.

Thanks,
Ricky

And I replied with this:

Mr. Frazier,

I believe I can indeed find it, if needed (that will be a project for the weekend) but for what purpose?




And this was the reply:

Hi Mr. Hughes, I want to offer you another replacement ESP3 printer.


Thanks,
Ricky

And my final reply for the day was:

Mr. Frazier,

That is wonderful news. I will look for the receipt but we are not sure where it is. After all, that was over a year ago. We DO have the box it came in, however(At least I believe we do). Is there something on there that I could clip and scan for proof? Let me know exactly what you need. I look forward to sharing this great development on my blog! :)


***********************************************


So things are looking up in the customer response department pending how this transaction pans out. I know that my friend Mrs E. is wondering why she didn't get the same response about her printer. I told her I didn't know. I am awaiting Mr. Frazier's reply to see exactly what he wants/needs for proof of purchase. The gesture truly is what I WOULD expect from them and everyone SHOULD receive from such a company. I hope they choose to throw in a few sets of inks. But if not, I guess it is what it is. I hope everyone is enjoying this experience. I have found it intriguing and very insightful, learning how a major corporation and their customer service beliefs and actual performance look in action.


And...


On to other things...


School today was great. I have such a wonderful class. Part of our day included taking a bus to the high school and enjoying some wonderful science exhibits from a museum called "The Leonardo". It will open for business in Salt Lake City in 2011. I am excited. If the entire museum is full of exhibits like today's, then I would gladly take my class there. They had echo dishes, probability tables, a Van de Graff generator, a microscope, and many other gadgets, gewgaws, and gizmos. It was fun.


I had one voice lesson this afternoon after school. I was also able to visit with our neighbors whose house caught fire on Wednesday. They are doing fair. They have been gutting the inside, hauling out the charred sheet-rock furniture and appliances. It was pretty much a complete loss. We are going to do a fundraiser at the school. Hopefully we can get them help.


Well,


It is late and I am going to head to bed!


-Later...

And The Kodak Saga Continues...

Today was an interesting day. I had my MyACCESS training today, only I didn't. It wasn't a training for regular teachers. So, the 4th grade teacher, who had already had some training, went through what she knew about it and we finished that by lunch. After lunch I worked with the 5th grade teacher and taught him the basics of wikispace.com. It was a nice day. And my class...

well they were pretty well behaved. I am very proud of them. Only a few minor issues to deal with tomorrow. As for the Kodak update, Aprille made it back to work today. How do I know?

This is what she left as a comment for me:

KodakAprille said...

John, Got your note and I'm headed straight to the product team - will keep you up to speed and try to get resolution ASAP. KodakAprille

Oct 19, 2009 3:05:00 PM

 ******************************  Yet another contact by Kodak!

So Dear Readers,

I hope that this means I will be getting some kind of compensation to make up for ALL the INK CARTRIDGES I have bought and ran out in 5-10 pictures. Not to mention the fact that the printer is so cheap and breakable. I really am curious to see how this all turns out! So far they get a few points for even taking the initiative to even contact me. Okay, 1 point! :)

I shall keep you all updated on this exciting adventure, as I want you all to see what kind of company Kodak turns out to be. I guess we shall all know in a few short days/weeks/months!

Later...

 

2nd Chances (even if they are NOT deserved)

Okay, after everything is said and done, we simply can't afford a new printer (unless all you readers want to send me $5) so we bought a new color cartridge for our hunk-o-junk. My wife printed a wallet- did you read that? A WALLET size photo today and it dropped the new cartridge to 40%!!!!!!
Wow, I am SO glad I wasn't home when that happened. Let's just say my wife was NOT impressed! So, I e-mailed Aprille at Kodak Connect (from my earlier post) and asked her what she plans to do.

When I hear back I will let you know!

Today was fun and funny. My class is simply the best I have had in many, many years (after all this is my 9th year of teaching - wow!) We laughed ALOT and we also had a discussion on what it means to be respectful to ourselves and to others (especially parents). We also sang a great remake of Row, Row, Row your boat entitled "Blow, Blow, Blow Your Nose. The kids loved it.

*****UPDATE*****
Just got this from KODAK


"I am out of the office until 10/19/2009.

I am on furlough and cannot access any messages. Plz contact Jennifer Cisney for any issues.


Note: This is an automated response to your message "Attention: Aprille, KodakConnect" sent on 10/12/2009 11:28:13 PM."
 *****************
Guess it will be a while before I hear back from her! LOL
Oh well!


Well, it is time for bed. Happy Birthday to me (tomorrow)

Later...

And This Is All I Got Back! So Much For US Customer Service...

Greetings John,

Thank you for your recent visit to the Kodak Web site and question about your Kodak ESP 3 All-in-One Printer.

We are quite concerned over your experience and are sorry for any inconvenience caused in this regard. We will certainly do our best to assist you. We assure you that we will certainly do the needful to fix your printer.

As per your email, you are not getting sufficient ink yield from your Kodak ESP 3 All-in-One Printer.

You are requested to follow the below mentioned steps:

1. Click on KODAK AIO Home Center icon located on your desktop.
2. Then click on the " ? " mark on the right hand top corner of the Home Center window.
3. Click on “Maintenance”.
4. Then click on “Clean Printhead”.
5. Turn off the printer.
6. Wait for 3-4 minutes.
7. Try to print something.
8. If the quality of this print is fine, it means that the issue is resolved. If not, then the printhead has to be replaced.

If these steps do not help, then you are requested to call voice support at 1-800-421-6699 between 9:00 AM to 12 midnight EST or reply to this email with the following information so that we can issue the print head replacement:

• Shipping address (No PO Box).
• Telephone number.
• Kodak Service Number. (It is a 7 character alpha-numeric code. It is found under the printer’s front access door on the left hand side. Front access door is the one which you usually lift to change the ink cartridges.)

You may also follow Kodak Interactive Troubleshooting Guide on www.kodak.com/go/itg  for advanced troubleshooting.

We are glad to be of service and are here for you if you need us in the future. If you do reply, please be sure to include any previous e-mail so we may assist you better.

Regards,

Arvindu B.

Kodak Information and Technical Support

-Brilliant! I only get 5 pictures per cartridge, but apparently I do not have enough ink yield?!?!?! Does this person even understand English or this simply a case of cut and paste response.

Oh well. We are buying a HP printer this weekend. Maybe I will shoot a video of my taking a sledge hammer to the Kodak and e-mail THAT to them. Maybe they will get the idea that I don't have ink yield problems- rather I have Kodak printer problems.

Later...

Kodak Printers **Update**

We are purchasing a new printer this weekend, and since I had just invested a good chunk of money in the "miracle" Kodak printer, I felt the need to share my feelings with them. Here is my e-mail to them in all its glory!

To Whom It May Concern:
I just wanted to let you know of my beyond great disappointment with your product. Less than 1 year ago I bought your Kodak ESP-3 (Service Number (T164349) scanner/printer. We were excited to see that ink was less-expensive and that print quality was good. Then we setup and started using it. From day one it has been a piece of garbage. It prints off color, it doesn't print in draft mode, it goes through ink like water (and we are printing LESS than we did with our HP Printer). Now,  because it went through a color ink cartridge (after 5 pictures I might add) it wont  print even with a brand new black cartridge. We have already returned the extra black ink we purchased and we are planning to replace your defective and totally misleading printer. You have cured us of ever using a Kodak product again. I am not alone. Have you ever searched on-line for the key words- Kodak Printers Suck? Thousands of pages populate. Maybe you should stick to printing pictures and let real companies like HP make printers. Thanks for nothing!


Quite a masterpiece if I do say so myself! AND they even earned the honor of making it my Companies List (on the right side of this blog!)

Have a great day! I will as soon as I have a real printer again! :)

Later...