Eastman Kodak Company Complaint - Kodak Printers - Horrendous
Kodak ESP 7 & 9 Printers
This is the worst product that I have ever bought and the Kodak Company customer service is horrendous! They claim to stand behind their product, but I am out $199(granted, not an amount of money that will break the bank, but that is not the point) for a printer that was in used less than six months.
My husband and I purchased our first Kodak ESP 7 printer in February 2009 from Best Buy. Set up of this printer is easy; however, I was having problems with the software installation. I called tech support, which was in India, and after several hours of being on the telephone with a tech that I could barely understand and who could only do EXACTLY what was in the manual in front of him, it was determined, that somehow, the wrong software was included with this printer. So, I packed up the printer and returned it to Best Buy for another Kodak ESP 7 printer.
I get the second printer home and set up and low and behold, it prints, but I am now getting and error code when I want to copy or scan. So, I again, call Kodak support. After about 1 hour on the telephone with a tech, I am connected to a supervisor here, in the states that I can understand. After about 3.5 hours, we manage to resolve the error codes and I am able to print, copy and scan, yeah! This works for about 2-3 weeks and then I start to get pages that are blurred or better yet blank pages. I again call tech support and they walk me through all of the steps that I have already tried using the on-line trouble shooting guide (performing printer maintenance tasks, removing and reinstalling the printer cartridges and print head, etc.) I cannot tell you how many times I did this! This time, I was told that the print head is defective and that they will be sending me a new print head.
About three days later, I get the new print head and install it. It works for about one week and then I start having the same problems. To make a long story short, I received two ESP 7 printers from Kodak, one in June 2009 and one in September 2009. I had the same exact problems with these printers. I spent countless hours on the telephone with techs and supervisors, all in India, and in the end, ended up with an ESP 9 printer, which, like every other time I spoke with tech support, I was ASSURED that I would have no problems with the ESP 9 as it was the “top of the line”.
I received the ESP 9 in November 2009 and guess what? It is a piece of #*&*! I am having the same problems, except now, I cannot print anything from the Internet and am getting all blank pages when trying to print from any of the Office Suite programs. I call tech support and after being disconnected twice am told that I am S. O.L. A supervisor would not get on the line with me and they told me that they would not send another printer (I did not want one anyway, but that is not the point) because their policy is three replacement printers. So, I am out the $199 that I paid for the printer and was used less than six months! He did, however, offer to send me a coupon for 30% off a new Kodak printer! *^&%#$&%^*&(&(**&))#$#@%%.
Under these circumstances, I would normally think, wow, is there something that I am doing wrong? However, I have had a Dell and 2 HP printers in the past and have had no problems with set up, connectivity, software installation, etc.
I cannot believe that this is acceptable to Kodak! Each printer that I returned was tested and it was determined that they were, in fact, defective. Also, to add insult to injury, the first printer that was replaced by Kodak, was a refurbished printer. One of the techs actually thought it was a smart thing to tell me this! Fortunately, I kept all of my case numbers and packing slips from the printers as well as the names of each tech and supervisor that I spoke with and I am going to file a complaint with Kodak.
I belong to two professional organizations and my husband works for a company that employs approximately 200 individuals and we are both going to spread the word about the quality of the Kodak printers as well as its customer support. I also plan to tell anyone that I see looking at these printers in the store, about my experience.