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February 22, 2017
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Kodak Scanner Technical Support – unexpectedly excellent! Really Excellent!

Jan 14 2010

Kodak Scanner Technical Support – unexpectedly excellent! Really Excellent!

I have been in the computer business since 1982, almost the beginning of time in this business. Computer support used to be really excellent. Some companies like Cheyenne, makers of ArcServe, even had toll free support numbers and almost instant communications with a real technician.

Today I dread calling a company’s technical support. I would describe some really painful things like poking a glowing red needle in my eye, as preferable to calling a company’s support line. My normal expectations these days is:

  • To be transferred half way around the world to someone who can barely speak English.
  • Have to phonetically spell my name and contact information several times.
  • Explain the problem in terms my 6 year old daughter can understand.
  • Teach the “technician” about their own product.
  • Be forced to go through time consuming steps I have either done before or make no sense from a technical point of view.
  • Un-install and re-install products again and again.
  • Get transferred to a tier 2 and tier 3 “engineer”. Just someone with a better script reading skills, and still less technical knowledge than me.

I can ramble on and on about the hellish nightmares I have had dealing with technical support departments which is what makes this experience an unexpectedly nice surprise.

We were upgrading some workstations from Microsoft Vista home to Windows 7 Professional by wipe and reload. We had one machine with a Kodak Scanner i1210 and several other peripherals. The scanner originally worked after the install but later stopped functioning. The scanner was being recognized by the system and the driver showed a status of functioning ok. Having other experiences with USB problems, I assumed the USB ports were in a typical funked state maybe due to the device being connected before the driver was installed or something similar.

After some time I decided I needed some additional pain so I put in a call to their technical support. A well pleasant and spoken person took my info, looked up the support queue and said they were all currently busy and they can call me back within two hours.

While waiting I attempted some additional repairs to no avail. About 1+ hours later I received a call from the engineer. I was immediately curious about the well spoken English and had to ask where he was from. The Missouri , he said! After the initial shock wore off, we got to work. We discussed what other peripherals were installed on the system. We disconnected them turned the scanner off and back on and presto, It worked! Turned out to be just a driver compatibility with another TWAIN driver.

The real story however is that the overall support costs on both the side of Kodak and my customer were much lower by having knowledgeable support staff available. As an added bonus, I am so happy with the support that Kodak scanners will be my first consideration when recommending scanners for my customers.

Way to go Kodak! Keep up the good and the quality technical support that makes the difference.
Thank you, Thank you, Thank you!
 


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