More to the point of what Alan's frustration drives home is that as a company, Kodak's reputation with its consumers is not so hot. But I am not convinced that Kodak cares about its consumers. If this were genuinely the case, then direct lines of communication to appropriate parties would not be as Byzantine and convoluted as what Alan and doubtless others have run against: aloofness, communication incompetence, and a general sense of pestering annoyance at what is the "small time" buyer: the individual consumer. The individual consumer (especially ones with no historical family ties to Kodak personnel) is what put them on the map originally. If trends seem to be a proper indicator, then the individual consumer (professional or personal) is what will keep them placed on the map, even if their placement is smaller than it once used to be. It's better than not being there at all.
This is nothing new.
Back when I found out they were going to do "The Last Run" of 120 K14 processing in Wimbledon, England, I obtained some 120 Kodachrome, and began the ultimately surreal process of finding out how to have it processed.
I knew that 1) the Last Run would be on October 1, 2001, 2) in Wimbledon, England, at their lab, where they would set up one machine for 120, do the run, and then take the machine down permanently, and, 3) that any exposed 120 Kodachrome they received for processing in that run would be stored under refrigeration until the day of the run.
What I did NOT know was how to get my film to them FOR the run.
Now, silly naif that I am, I hearkened back to my prior life as a camera store owner/Kodak account, recalling how Kodak bent over backwards in terms of customer service (you could buy Kodak mailers, and then, instead of putting stamps on them and consigning them to the tender mercies of the postal service, you could simply drop them off at ANY Kodak dealer, who would accept the mailer and drop it into his daily pouch, which would be picked up by the route driver, taken to the lab, processed, and then mailed back to your home address; they do NOT do *that* anymore, of course).
So, I assumed that all I'd have to do is take it in to the closest location with a Kodak counter, have the clerk drop it in an envelope, and then Kodak would handle the routing to Wimbledon.
No, THAT wasn't going to happen.
So, after a few days on the phone, I found ONE outfit (IIRC it was Rocky Mountain Lab) that said they would take my rolls and get them to Wimbledon, for only $30 a roll, plus shipping.
Wow.
So, a few more days on the phone, this time to Kodak. This is where we pass through the looking glass.
My head still shakes in disbelief at how POORLY they handled "The Last Run."
After *days* of speaking with countless Kodakers in countless Kodak offices in THREE COUNTRIES, we *finally* got an address -- and the price (only $7/roll or thereabouts).
Mind you, this was NOT the *first* address we were given. However, it was the only *correct* address.
It's pretty sad when a major outfit like that cannot pull its head out of... the sand for long enough to recognize the need to NOT toss out BS nonsense when people are asking for *important* information. The people who gave us the bogus addresses had no clue. It was pretty obvious that they were giving us stock/scripted replies that did NOT pertain to "The Last Run."
During these several days in hell, we were referred from one Kodak office to another -- more than once sent in a great big circle -- and had pretty much given up any hope of being able to get our film processed.
But, I saved the best for last.
You may have noticed that the date of "The Last Run" was shortly after *another* very famous date.
You may also recall that right after that other event, international shipping was not available.
Even though we knew where to send our film, and when it had to be there, we had no way of *getting* it there.
We then called Kodak *again* and asked if, in light of the global situation, they would reschedule "The Last Run" so as to enable people to get their film there *for* The Last Run.
The answer was an immediate, terse, NO.
Okeydoke, thanks, Big Yeller. That stung -- and stunk.
Fortunately, Fedex restarted shippments just in the nick of time, and we were able to get *most* of our 120 Kodachrome processed.
"Most?"
Yeah. The time we *wasted* with the idiocy on the phone was time I'd *planned* on using out in the field, exposing my remaining 120 Kodachrome.
As a result I still have a few rolls of it in the freezer. Every so often someone makes noise about doing another run. As I recall it was that outfit in California -- A&W, is it? (I forget their name, but I still have a stack of their mailers -- they were kind enough to kill *their* K14 line right after I bought my mailers) was talking about possibly doing a run of 120 K14. Then there was some other lab. Now, of course, they're all gone, so I think maybe some day Dwayne's will decide to process 16mm slits that I respool into carts to shoot in my decent 110 cameras. Or, maybe some day I'll use it as a high-res B&W film.
Or, maybe some day I'll bite the bullet and cook up my own batch of K14 soup and do it myself. I wouldn't be the first -- but I doubt I'd be the fifth or sixth either. Or, maybe some day there'll be a scanner with sufficent smarts to probe the film layer by layer -- in which case all I'll need to do is process it as a B&W reversal.
Or, maybe I'll just keep it because we *all* need a burr under the saddle, right? <g>