Re: Your Question to Kodak: ESP 5 All-in-One Printer [#2751971]
"Kodak All-in-One Support"
Friday, January 23, 2009 5:47 AM
Greetings Gail,
Thank you for your recent visit to the Kodak website and question about your ESP 5 All-in-One Printer.
We are quite concerned over your experience, and are sorry for any inconvenience or frustration this has caused you. We will do our best to help you.
According to your email, you want to return the printers.
Gail, if the printers were purchased trough our website or OnLine Store, you can contact them at 1-888-368-6600 Mondat to Friday, from 8:00 a.m. to 8:00 p.m. and check the return policie with them.
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,
Oscar F
Kodak Information and Technical Support
http://www.kodak.com/go/aio
--Original Message--
From: [REMOVED EMAIL ADDRESS]
Date: 1/23/2009 7:15:38 AM
To: KODAKallinone_/a/t/_kodak.com
Subject: Your Question to Kodak: ESP 5 All-in-One Printer
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
[Email Address Redacted]
(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
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