Eastman Kodak Co

In December 2012 I purchased a Kodak Zx3 Playsport underwater video camera. I used the camera regularly, however in April 2013 it failed to turn on. The camera was under warranty so I called Kodak and the nightmare begins. Kodak's customer service center in NOT in the U.S. - there is a language barrier - after 30 minutes of explaining that I've already tried a new battery and plugging it in directly to an electrical outlet - she determined it wasn't working. The camera was received on April 12th at the repair center. April 14th it was determined that the camera could not be repaired and a replacement was being sent. April 26th I received a refurbished EasyShare camera - not a Zx3 Playsport videocamera. I contacted customer service and was sent a UPS label to return the wrong camera. On May 1st I received an online survey from Kodak about my "repair/replacement experience" I answered truthfully. May 10th I had not received the Zx3 - I called customer service, they had no idea what I was talking about. After explaining that the incorrect camera had sent to me, they said I would have the correct camera "in a week". Today is June 17th and I just got off the phone with the Kodak customer service operator who promised me yet again that my issue had been "escalated" to the management and I should be receiving a call from his manager tomorrow between 9 and 11AM with an answer. I've heard this 14 times before - no call, no follow-up email, no camera. I will NEVER purchase anything Kodak again. more

Kodak’s corporate objective is to succeed in the developing, manufacturing and marketing of traditional and digital imaging products on a global market scale. Kodak is the world's largest manufacturer and marketer of imaging products and has one of the world's most recognized and respected brand names. Kodak is a diversified imaging products company. The company is organized into four major businesses: Photography — providing consumers, professionals and cinematographers with digital and traditional products and services; Health — supplying the healthcare industry with traditional and digital image capture and output products and services; Commercial Imaging — offering image capture, output and storage products and services to businesses and government; Displays — a new business group formed in 2002 to guide the OLED image display business, and develop new opportunities in the display marketplace. Therefore has the ability to pool knowledge resources together which are needed to take advantage of new business opportunities. Has a steady profitable foundation of their mature business (traditional imaging products), therefore has stable fund needed to conduct research and innovation of new products. Internal Weakness of the Companies: Kodak is a large corporation with over 70,000 employees. Thus it may be very difficult to make critical company-wide managerial changes. There exists interior competition between Kodak’s interior departments. Their digital operations have only recently attained profitability, and are currently taking sales away from its traditional film products. The outlook for the photographic products industry is negative. With leisure travel being negatively impacted by corporate layoffs and geopolitical tensions, the industry is facing a tepid demand environment. Photo spending is also affected by consumer confidence and total vacation travel, which has suffered greatly since the events of September 11, 2001. Also, distribution channels have been constrained, due in part to conservative ordering patterns by retailers. Year to date through October 17, 2003, the S&P Photographic Products Index fell 31.5%, versus a 19.0% rise for the S&P 1500. more