Eastman Kodak Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I spoke to several people at [redacted] and they will not send an invoice to anyone accept the purchaser as they said to privacy. May I please get name of so called supervisor that Tammy spoke to if she can provide that. Also as you can see in the attachments the warranty was verified with my printer as well as it was [redacted]. As [redacted] said they are selling and fulfilling the order.  And it would still carry the manufactures warranty cause you are buying through [redacted] and not from [redacted] directly.Also Tammy didn't address her own employees saying all you need is your [redacted] invoice from website or screen shot as was shown in attachments. I would suggest for them to train there employees on there requirements of what is needed for warranty. I have also decided to send a demand letter to Kodak and take legal action in California against the company as my attorney has advised due to the many inconsistent responses from the company.   
Regards,
[redacted]

We have received [redacted]'s concern and appreciate the opportunity to be of assistance.First, we'd like to mention that [redacted] initially called us on 6/1/15 at 3:53 p.m. and eventually asked to speak with a supervisor.  She was told that someone would call her back.  At 5:12...

p.m. on that same day a call was made to [redacted], but regrettably, there was no answer.So that we can effectively assist [redacted] with her concern, please have her provide us with a data diagnostic for her printer.  She can accomplish this by going to the Home Center software and selecting "Printer Tools" and then clicking "Upload Data Diagnostic Now."  Once she has sent that upload, please have her contact us via telephone at ###-###-#### or via email at [redacted]@kodak.com.  We'll then review the data and get back to her with our findings and troubleshoot any concerns.Lastly, we'll be sure to listen to the call [redacted] made to us on 6/1/15 and address any concerns. Thank you for your time, and we apologize for any inconvenience [redacted] has experienced.Sincerely, [redacted]Customer Relations Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They wont send but I have the invoice from my [redacted] account as you will see in( [redacted]state.jpg) it is from [redacted].com that was asked to send in as well as written verification from [redacted] of order warranty as well as price ect.... Attached ([redacted]kodak.jpg) Kahn verifying the printer as well as price as well as [redacted] on my invoice. Then e-mail from Ernest verifying the order number as well as warranty and price and date ect... And its funny first I was told [redacted] wasnt a authorized seller and there was no warranty when I sent my invoice in. Then when I sent info about warranty from Kahn at [redacted] I was told he was lying and have the chat from your rep if you would like. and your rep even told me to give it to [redacted]. I did. Then I was told my invoice was altered hahahaha. What a joke Then after I send in Ernest (pdf e-mail attached) verifying order details now I have to have [redacted] send. Tis is a breach of contract and a bait and switch as well as fraud..Cause on [redacted] they have all kinds of models of printers all the esps, heros, and even easyshare printers, and printer docs and every one are new as well as every easyshare camera model you can want. All stating have 1 year manufactures warranty but you tell customers through printers away not even send in so you can repair a simple thing as a usb plug to give to someone else like mine has. Sounds like a con to me or I should say a company trying to get as much money before going bankrupt and taking as many people as they can before disappearing into the night. Your warranty states repair replace or refund for purchase and you all sure dont want to give refund, And I was told there are only two models that you all have in stock that are refurbished the easyshare 2750 and 2550 that are 69.00-89.00. I have already contacted legal advice and being that this would be a contract case and you still have license in Sacramento Ca I have no problem filling a small claim case. I would love to hear the reason you tell person that has a bad usb plug to just throw away the printer instead of allowing it to be sent in to put a new plug in and give to another. Also why you allow new printers as well as camera s to be sold at one of your Authorized Re sellers knowing that you will not replace or cant replace. Also to say [redacted] isnt a re seller when it states it on your website attached (sellers.jpg). And all you have to do is simply type in Kodak printers or Kodak Easyshare cameras at [redacted]. I think many would like to know the answer to this.
Regards,
[redacted]

Greetings,We are sorry to hear of Mr. [redacted] difficulty with a KODAK VERITE Printer and appreciate the opportunity to comment. The Kodak Verite printers are a licensed product that is offered and supported by FUNAI ELECTRIC CO., LTD.  For further assistance, you will need to contact the...

FUNAI company directly.  You may reach them toll-free at [redacted].  Their hours of operations are Monday - Sunday from 9:00am - 11:00 pm E.S.T.  In addition, FUNAI's corporate headquarters is located at:201 Route 17 North, Suite 903Rutherford, NJ 07070Thank you for your time.Sincerely,Tammy R.Customer Relations Specialist

Greetings [redacted]
While we understand [redacted] is having difficulty with print quality, the prepaid label that we sent can be printed from a friend's or family member's printer. 
In addition, if [redacted] sends us a data diagnostic for her printer we may be able to assist her further.  She may upload this information by going to the Home Center software and selecting "Printer Tools" and then clicking "Upload Data Diagnostic Now." Once she has sent that upload, please have her send an email to [redacted]@kodak.com and let us know. We'll then review the data and get back to her with our findings. 
Thank you for your time.
Sincerely,
Tammy R., Customer Relations Specialist

Greetings [redacted]
 
I personally spoke to a supervisor at [redacted] and was told that a copy of a customer’s sales receipt could be sent directly to us.  While we have yet to receive a copy of [redacted]’s printer receipt from [redacted], I have reviewed the receipt he has provided to us.  Regrettably, it does not qualify for warranty service, as the seller, [redacted], is not an authorized reseller.  Previously [redacted] provided you with an attachment (i.e., sellers.jpg), which lists our authorized resellers whose sales qualify for warranty service, and as you’ll see, [redacted] is not listed.  While [redacted], who is an authorized reseller, may have collected the payment for [redacted]’s purchase, as noted, the actual seller was [redacted], not [redacted].  Therefore, we are sorry to say, [redacted]’s purchase does not qualify for warranty service. 
 
Thank you for your time.
 
Sincerely,
 
Tammy R.
Customer Relations Specialist

Greetings, We received Ms. [redacted]’s concern with a Kodak printer and appreciate the opportunity to comment. Ms. [redacted] first contacted us regarding her printer concern, a printhead carriage jam, in August 2016.  At that time, we performed troubleshooting and it was determined her...

printer needed replaced.  When Ms. [redacted] was provided with this information she requested to speak with a supervisor and we honored her request.  The supervisor explained to Ms. [redacted] that after appropriate troubleshooting her printer needed replaced.  The supervisor then provided her with the out-of-warranty options.  Ms. [redacted] then requested to speak with another supervisor.  She was notified that another supervisor was not on duty that night and that she could call back the next day (i.e., August 16, 2016).  Ms. [redacted] didn’t call us again until yesterday, January 18, 2017.  Since she was calling about the same printer concern, the same information was provided to her.  While we are sorry to hear of Mr. [redacted]’s printer issue, regrettably, the unit is no longer under warranty and, we are sorry to say, we cannot honor her request for a replacement at no charge. Thank you for your time. Sincerely, Tammy R.Customer Relations Specialist

Greetings,
 
We received [redacted]'s most recent concern, via the Revdex.com, regarding unsatisfactory ink yield and having to install a color ink cartridge into his printer.  We appreciate the opportunity to comment.
 
[redacted] has contacted us several...

times regarding the above issue and we have tried to assist him. Unfortunately, we have yet to receive some requested information, which may be of help in assessing the situation.
 
As [redacted] may know, the KODAK All-in-One Printer uses an advanced built-in printhead.  The system is designed to provide excellent image and text quality, while eliminating the need to purchase new printheads every time you replace ink cartridges, thus saving you money.  To ensure the health of the printhead, a printhead maintenance procedure occurs after every print job.  All inks are used during this procedure.  Also, in some cases, when you print or copy a text document, the text may actually be a shade of gray rather than true black.  In this situation a combination of black and color inks are used to print the text.  In addition, if you print or copy black and white photos, a combination of color inks is used from the color ink cartridge.  Therefore, it is necessary to have both a color and black ink cartridge installed in the printer.
 
To maximize the number of prints [redacted] is getting from his All-in-One Printer, we request he follow the steps below:
 
- Regularly print as much as possible -- frequent, regular printing reduces the need for you to perform printhead cleaning, which consumes ink.
- Do not turn your printer off.  If your printer is connected to a power source and turned on at all times, it will go into a power-saving (sleep) mode.  Turning the printer off will cause it to go through a cleaning procedure, which will greatly affect the ink yield, if done often. 
- Be sure you have the latest firmware for your printer -- the latest firmware continually improves the performance of your printer.  Firmware updates can be found by visiting www.kodak.com/go/drivers. 
- Replace only the cartridge that is out of ink, as you do not need to replace both cartridges at the same time.
- When printing photos your printer automatically identifies KODAK Inkjet Photo Paper, which uses just the right amount of ink to provide excellent image quality.  You do not need to experiment with printer settings, potentially wasting ink, photo paper, and time.
- When printing documents you may want to consider setting the print quality to draft, which will conserve ink; however, the print quality may be reduced. 
- To maximize the life of your color ink cartridge use the “Print Colors as Black and White” option for routine documents where color is not necessary.
 
If [redacted] should continue to experience problems with ink yield, after following the above tips, we suggest he send his ink cartridges to the address below for analysis:
 
                                    Eastman Kodak Company
                                    Attn:  Tammy R.
                                    1999 Lake Avenue - 4/83/RL - Room 446
                                    Rochester, NY  14650-2229
 
Thank you for your time.
 
Sincerely,
 
Tammy R.
Customer Relations Specialist

Greetings,As we previously mentioned, the Verite printers are a licensed product that are offered and supported by FUNAI ELECTRIC CO., LTD. While we cannot disclose the licensing agreement, we can tell you that Funai Electric is liscensing the Kodak name to sell the Verite printers in the marketplace.  Therefore, you'll need to contact Funai Electric for further assistance.  You may reach them toll-free at [redacted].  Their hours of operations are Monday - Sunday from 9:00am - 11:00 pm E.S.T. and their headquarters is located at:201 Route 17 North, Suite 903 Rutherford, NJ 07070Thank you for your time.Sincerely,Tammy R.Customer Relations Specialist

Greetings [redacted]
We received [redacted]'s concern and are sorry to hear of her difficulty.  We certainly appreciate the opportunity to comment.
As you may know, on July 13, [redacted] contacted us regarding her purchase of an ink combo.  After troubleshooting was completed, the agent...

concluded the printhead to [redacted]'s printer needed replaced.  We sent that part (approximately a $20 value) to [redacted] at no charge.  Regrettably, that did not resolve the issue.  After additional troubleshooting was performed the agent concluded the black ink cartridge needed replaced, and [redacted] was sent one at no charge.  On July 17, [redacted] replaced the black ink cartridge and we have not heard from her since.  If [redacted] is still experiencing a problem, we would suggest she send her ink cartridges to us for testing.  She may receive a prepaid label for the return of her ink by calling ###-###-#### and referencing incident #[redacted]
Thank you for your time.
Sincerely,
Tammy R., Customer Relations Specialist

Greetings,   We received Ms. [redacted] concern and appreciate the opportunity to comment.   Ms. [redacted] first contacted us via email on July 18, 2016 at 8:31 p.m. stating her printer was not printing properly.  At 8:42 on that same day Ms. [redacted] called us. While the agent was validating...

her ink cartridge, Ms. [redacted] became upset and disconnected the call.  On July 18 at 9:08 p.m., Ms. [redacted] sent another email requesting a printhead for her printer, as she was not able to understand the call center agent.  At 8 p.m. on that same day, Ms. [redacted] received a reply from us requesting that she call us.  At 9:28 p.m. on July 18, Ms. [redacted] initiated a chat session and requested a printhead.  The chat agent notified her that she would need to call and place an order, as we do not take credit card information via chat.  Ms. [redacted] became upset and disconnected the chat session.  On July 19, 2016 we sent another email response to Ms. [redacted], which has yet to be answered.   While we are more than happy to place a printhead order for Ms. [redacted], it will be necessary for her to call us at 800-421-6699.  Our agents are available to assist Ms. [redacted] Monday through Friday from 9 a.m. to midnight, Eastern Time.  If Ms. [redacted] finds she cannot understand the agent taking her call, she can certainly request to speak with another agent.   Thank you for your time.   Sincerely,   Tammy R. Customer Relations Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] this is ridiculous that will be just costing me more money to send my inks to them since they don't offer to pay the shipping.  I have brought another printer by a different manufacturer and don't have this problem and was told that I don't need to replace the cartridge holder every time. thanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
I have never
with any printers from different  printer manufacturers had to replace
an print head every time I changed my cartridge with any printer brand
that I had and I use many like brother, epson, hp printers, this is
absurd.  I did all that they mention, and I sent them several times the
diagnostics and info they requested , phone number, address, serial
number where I brought it etc.  I ALWAYS USE THE BLACK AND WHITE OPTION,
I don't print pictures, photos etc.  I have email them NUMEROUS times
and get the same messages to send while online the diagnostics from the
printer settings which I have done. It is not one Cartridge, it is many i
had to replace in a couple of weeks. on reviews people complain of the
same issues.  Also they have a b- rating.  you also need a black and
white cartridge and color in  the printer no matter what you print, it
is false that they say you need this only for Photos.  And if you did
use black and white as they stated then why would it use color ??? they
don't make sense in what they are quoting. I believe you should be able
to use a printer without having to have a color cartridge.  This is
where they make their money, the more you have to replace color the
richer they get and again I don't print any thing in Color for I only
use my printer for Text words that are black and white, are they going
to paid for the shipping for me to skip all of my cartridges to them?  I
will tell you this when I am done with all my ink cartridges I will
never buy another Kodak product and I will have all my churches and
parishioners not to use their products of any kind.   I will also put my
review on line. They are not truthful and are taking advantage of
people because of money greed.  [redacted]

Greetings,We received Ms. [redacted]'s recent response and appreciate the opportunity to comment once again.Each time Ms. [redacted] contacted us about her printer, which was out-of-warranty, we provided her with troubleshooting assistance.  In addition, both times Ms. [redacted]'s requested to speak with a supervisor we honored her request.  Regrettably, the difficulty with her printer could not be resolved and it was determined it needed to be replaced.  Since her printer was out-of-warranty, Ms. [redacted] was provided with out-of-warranty options.While we are sorry that we could not resolve Ms. [redacted]'s printer concern, since the unit is no longer under warranty, we are sorry to say, we cannot honor her request for a replacement at no charge.Thank you for your time.Sincerely,Tammy R.Customer Relations Specialist

Many printer manufacturers incorporate a printhead into their ink cartridges.  Therefore, every time a customer replaces their ink, they are also replacing their printhead.  As we previously stated, the KODAK All-in-One Printer uses an advanced built-in printhead.  The system is designed to provide excellent image and text quality, while eliminating the need to purchase new printheads every time a customer replaces their ink cartridges, thus saving them money.  All inks are used during this procedure.  Also, in some cases, when customers print or copy a text document, the text may actually be a shade of gray rather than true black.  In this situation a combination of black and color inks are used to print the text.  In addition, if customers print or copy black and white photos, a combination of color inks is used from the color ink cartridge.  Therefore, it is necessary to have both a color and black ink cartridge installed in the printer. Since [redacted] has said he has followed our tips on maximizing ink yield, if he would like to send us any suspect ink cartridges for testing, we’ll be happy to provide a free analysis.  [redacted] can send his ink cartridges to:    Eastman Kodak Company   Attn:  Tammy R.   1999 Lake Avenue - 4/83/RL - Room 446   Rochester, NY  14650-2229 When sending any product to us we suggest using a courier that can track/insure packages, as we are not responsible for lost mail. Thank you for your time. Sincerely,Tammy R.Customer Relations Specialist