Read the title again: it’s the Martians laughing at what used to be a great company.
Here is series of ‘call-and-response’ emails to a company that is finding itself in some difficulties lately. I wonder why?
I have highlighted the bits that made me chuckle/fume.
Doob:
I have some PCD files which I’d like to open on either CorelPaint X3 or Photoshop CS4. Please advise.
Kodak:
Greetings Bob,
Thank you for contacting Kodak technical Support.
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.
The Kodak Easy Share software is no available for download. You may use any other application to open the files.
We are glad to be of service and are here for you if you need us in the future.
If you reply by e-mail, please include all previous e-mail notes so we may better assist you.
Regards,
Yogendra Singh
Kodak (again):
You recently contacted Kodak regarding your (C1550), reference number (121128-002444). At that time, additional information was requested to assist us in resolving your issue.
Our records indicate that Kodak has not received your response and we are following up to determine if you were able to resolve this issue on your own or if you are still in need of support.
We look forward to helping resolve the issue and your response will allow us to do so. If the issue has not yet been resolved, please reply to this e-mail with the requested information. Your satisfaction is very important to Kodak and we appreciate the opportunity to be of assistance.
Thank you for contacting Kodak.
Doob:
Your response – from Yogendra Singh – was pitiful, making me wonder how on earth Kodak has managed to survive until now.
As you can see from his reply to me (below), he did not request further information from me, and I am at a loss as to exactly what more information you could possible need: I have a PC, running W7, and I have some PCD format files that I would like to open. The software I currently use for image manipulation is Photoshop CS4 and CorelPaint X3.
Having declared his concern for my plight, Yogendra then went on to declare that Kodak Easy Share software is no longer available for download, and that I can use ‘any other application’ to open the files.
Some questions for you:
- Does Yogendra Singh know which ‘other applications’ can open the files?
- If he does, would he care to let me know?
- Why is Kodak’s proprietary software simply not available anymore (especially given that there must be many thousands of PCD files out there in the Big Wide World)?
- Why do you either
- employ people in your customer care department who don’t care about your customers?
- or employ a third-rate, third-party company in India to see to your customer care problems?
I also look forward to you helping and eventually resolving the issue. My satisfaction is very important to me and I appreciate the opportunity you are taking to be of assistance.
Thank you for contacting Bob Burgher
Kodak:
Greetings Bob,
Thank you for contacting Kodak technical Support.
Please be informed that we do not support CorelPaint X3 or Photoshop CS4 as you have reached Kodak Digital camera support department.
We Request you to contact the software manufacturer for support.
We are glad to be of service and are here for you if you need us in the future.
Regards,
Rahul P.
Doob:
Right now, I’m at a loss… let me think…
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