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    Email from Oscar F at Kodak.com


    Sent via email from Kodak.com website:

    Re: Your Question to Kodak: ESP 5 All-in-One Printer [#2751971]
    "Kodak All-in-One Support"
    Friday, January 23, 2009 5:17 AM

    THIS IS AN AUTOMATED RESPONSE. PLEASE DO NOT REPLY TO THIS MESSAGE.

    Thank you for contacting Eastman Kodak Company. You will receive a personalized e-mail message shortly, our goal is to respond within 24 hours. In the meantime, you may find the following links helpful.

    Our Interactive Troubleshooting Guide located at:
    http://www.kodak.com/go/itg
    provides easy-to-follow troubleshooting for our All in One Products.

    Our Support Center located at:
    http://www.kodak.com/go/aiosupport
    provides downloads, manuals,FAQs and more for our EasyShare All in One products!

    Please consider visiting this link to update to the latest versions of Home Center and printer firmware. It will help resolve many questions!

    ----- [REMOVED EMAIL ADDRESS] Wrote -----

    UserEmail: [REMOVED EMAIL ADDRESS]
    Product: ESP 5 All-in-One Printer

    First Name: Gail
    Last Name: Colaco
    Telephone Number:
    Address: See email above and invoice
    Country: US
    Language: en
    Question: OPEN LETTER TO:
    Eastman Kodak Company ("Kodak")
    Friday January 23, 2009

    Dear Kodak,

    My mother purchased 2 printers and extra ink, both printers have installation errors and can not be setup. Both invoices from the Kodak Store list P-01-361138486 Control No. 0243927151 and the ink had no invoice but it had the same control number listed as a ref2 on the UPS label.

    The first [C076095] has a "paper jam" error when it is turned on as the instruction state to do. As this is the installation there is nothing in the printer to jam it. I removed all the tape and packing material. No remaining orange tape or any other particles can be found.

    Thinking that this might be just a rare error I tried to install the other printer [C017773]. I have the AC plugged in and attached but their is no power to the unit. There are no lights, and no reaction to the power 'ON' switch.

    Now I have both printers with errors. I am not a happy person. After calling tech support I was told to install the software and ink and let the printer reset that way. After the conversation I read the return policy on the back of the invoice and discovered this would invalidate my ability to get my money back if it still failed to work and I wanted to return it. So I did nothing more.

    Now you have three(3) strikes and you are out. Two bad printers and a tech person telling me to do things that would reduce or even void my return ability.

    We ordered these two printers and the extra ink on good faith after see you TV advertisement and looking over the website in your commercial, [http://www.kodak.com/eknec/PageQuerier.jhtml;jsessionid=5KTAM...] The website now says you are sold out.

    I am thinking that you are shipping bad units either because you are sloppy or it is on purpose, either way I do not think my mother should be penalized for your bad products. So, now I want to return these units but you pay the shipping and insurance. It is bad enough we must bear the cost of re-packing them and taking them to the UPS store.

    I am so disappointed to have had this experience. I have not purchased a Kodak product for years and now I will not be taking the chance of purchasing any in the future unless it is from a store that I can return it to and get my money back and not have to pay any restocking fee or other charges.

    Please send my mother what is necessary to complete this return. You have her information, please see the invoice number and control number listed above. You can either send a pre-paid UPS sticker for each printer box and for the extra ink box that was also purchased and which in now useless to us, or you can arrange to have all three (3) boxes picked up. As you invoice states that we are held responsible for the unit reaching you than you will have to insure it, so include that in either one of you options. If you do not include insurance then we will not ship them.

    Your website states, "A trained technical support agent will respond to your e-mail within one business day." The purchase was made on December 27, 2008 and only arrived recently. This does not leave time to spend sending repeated e-mails back and forth, so forward this email to whoever it needs to go to to make the necessary arrangements.

    If I do not hear from you by 6:00 AM (PST) Monday January 26, 2008, with your arrangements for paying the shipping and insurance or if you are unwilling to pay the return costs then I will instruct my mother to contact American Express, which is the credit card company she used to make this purchase, and to handle this through them. They are never happy with vendors who defraud their customers.

    Sincerely,
    Gail Colaco
    [REMOVED EMAIL ADDRESS]
    (You may not use this email address except for communications about this matter.)

    c.c.
    [My Mom's Name Redacted] and
    Citizens For A Better America (R) (CFABA.ORG)

    Subject of email: Hardware - Installation
    Serial or catalog number: c017773
    Global Page Params:
    Search history:
    Answers viewed:

    Form Id: aiop