A good reason to call Kodak a bunch of criminals

[Kevin@Kodak]

Obviously no vendor is out to intentionally "punish their customers".

Assuming that what allegrich has posted is correct - then Kodak has already done "what's right". If it's your policy to charge for looking up part numbers in order to ship replacements then your customer service dept has done what they're supposed to do - charge for looking up the part number, the part itself, and its shipping.<snip>J

To be clear - we do not have a policy to charge for looking up part numbers. There is always more to a story - but as I said, it would be inappropriate for me to post those sorts of details in a forum like this - as a matter of customer courtesy and privacy.

Kevin.

[J]

To be clear - we do not have a policy to charge for looking up part numbers.

There you go. I think that's what people were wondering about. That provides the context to understand any follow up posts.

J

[BillJ]

Since he posted what happened here I don't think privacy is too much of an issue.

[RGPW17100]

I could not find the part I needed for my Quick master and had to call Heidelberg to assist me with the search because three different parts in the book looked similar to what I needed. I also received a bill for their support over and above the price of the part. This started in the last year when the economy went bad. Used to get phone based support at no cost. Now it is $150 per occasion and this is more frequent now with the laying off of almost 80 technicians this year. It is going to get worse.

[geoman]

Hi Allegrich -

We did some digging to figure out what you're talking about here, and I'm having our support team contact you offline to sort this out offline.

I certainly understand your frustration with this experience. If you don't hear from someone in the next day or two, or you still aren't satisfied with the resolution please contact me directly offline - kevin.cazabon@kodak.com

Kevin.

Dear Kevin@Kodak

I, for one, would like to have this continue "online". Taking matters like this "offline" sometimes has the potential to sweep things under the carpet. In the spirit of openness, keeping things in the public eye serves the interests of the many. And in my case, also helps when decison time comes around to upgrade, renew loyaties, sign new vendors.

All part of the bigger tapestry, wouldn't you agree?

[fiatlux]

I would also like to have this continue "online".

To allegrich. It would be great if you could post a copy of the invoice on the forum. You could blur out any sensitive info.

FL

[fiatlux]

To allegrich - has the situation with Kodak been resolved to your satisfaction?

FL