Since upgrading to prinergy 5.1 we have experienced acrobat crashes with prinergy 5.1 plugins. We have a full service agreement with remote response times within hours and onsite the next day. Kodak managers explain that the kodak response center can dial in and fix most problems quickly and easily.
One of our prepress techs (a prepress veteran with over 20 years knowledge and experience belonging to national professional associations) placed a call to the kodak response center and their tech decided to delete workshop through a webex on 5/7/10. When he could not reinstall he blamed our administrator passwords, then our security settings and asked us to completely disable. Our tech explained that all our programs have been installed successfully with our administrator passwords and security settings in place. Our tech then put in an escalation request to get workshop reinstalled from a field engineer - which successfully installed workshop on this computer in the first place several years ago without any problems - and got no response.
Our tech heard back from the kodak response center 5/17/10 asking for another webex. He agreed to let him try again and received the webex info 5/20/10. Kodak tech failed again and then blamed our pc hardware. Our tech explained there is nothing wrong with the hardware and requested that kodak come onsite to reinstall. The kodak tech then argued with our tech and said we would be billed for coming onsite if kodak had trouble!
Our district manager called 5/21/10 stating that since according to the kodak response center our pc hardware is the problem we would be charged for the trip if kodak had trouble reinstalling workshop.
Basically, our view is that since kodak deleted workshop kodak should INSIST on reinstalling it along with resolving the problem with the kodak prinergy plug ins but clearly that is not the case.
In another case our matchprint computer is experiencing a recurring downs in the form of a loss of connection. We tried chkdsk and restarts on our own in march but the problem has continued to happen every few weeks. There have been 2 calls placed to the kodak response center and they have insisted that getting their log files reviewed would provide a solution but we have never heard back with a solution in either case. The last one being 5/11/10.
The response center complained in an email that when our tech made suggestions like "replace parts as needed" that was antagonistic and then used his helpful suggestion as an excuse for failing solving the problem. Apparently it doesn't matter that recurring downs interfere with getting jobs done.
The response center also stated that our tech was uncooperative, for example our tech did not put in the ip address for the matchprint computer when asked - our tech explained he couldn't because kodak already did so when it was set up as this is a requirement. Shouldn't the kodak response center already know this?
Last year we had the same problem with with prinergy dell server – recurring loss of connection. Kodak checked log files, our electric, our network, ip addresses but failed to solve the problem after a month. I contacted Dell and the Dell Tech explained these were symptoms of nic (network interface card) failure and it needs to be replaced. The Dell tech also explained that he did not use log files because they can be misleading and unreliable. I explained this to Kodak and about 2 months after I opened the first case a Dell technician came in and replaced the nic board located on the motherboard on the prinergy dell server and the recurring loss of connection stopped.
Dell, HP, Epson, Xerox, Canon, Heidelberg and others all replace parts quickly for intermittent ongoing problems - without the use of log files. Why is this an acceptable excuse for kodak techs for not solving the problem?
Our tech kept detailed case notes and emails. Does kodak ever look at results?
i kid you not, this is all unbelievable to us! Any helpful suggestions would be appreciated.
One of our prepress techs (a prepress veteran with over 20 years knowledge and experience belonging to national professional associations) placed a call to the kodak response center and their tech decided to delete workshop through a webex on 5/7/10. When he could not reinstall he blamed our administrator passwords, then our security settings and asked us to completely disable. Our tech explained that all our programs have been installed successfully with our administrator passwords and security settings in place. Our tech then put in an escalation request to get workshop reinstalled from a field engineer - which successfully installed workshop on this computer in the first place several years ago without any problems - and got no response.
Our tech heard back from the kodak response center 5/17/10 asking for another webex. He agreed to let him try again and received the webex info 5/20/10. Kodak tech failed again and then blamed our pc hardware. Our tech explained there is nothing wrong with the hardware and requested that kodak come onsite to reinstall. The kodak tech then argued with our tech and said we would be billed for coming onsite if kodak had trouble!
Our district manager called 5/21/10 stating that since according to the kodak response center our pc hardware is the problem we would be charged for the trip if kodak had trouble reinstalling workshop.
Basically, our view is that since kodak deleted workshop kodak should INSIST on reinstalling it along with resolving the problem with the kodak prinergy plug ins but clearly that is not the case.
In another case our matchprint computer is experiencing a recurring downs in the form of a loss of connection. We tried chkdsk and restarts on our own in march but the problem has continued to happen every few weeks. There have been 2 calls placed to the kodak response center and they have insisted that getting their log files reviewed would provide a solution but we have never heard back with a solution in either case. The last one being 5/11/10.
The response center complained in an email that when our tech made suggestions like "replace parts as needed" that was antagonistic and then used his helpful suggestion as an excuse for failing solving the problem. Apparently it doesn't matter that recurring downs interfere with getting jobs done.
The response center also stated that our tech was uncooperative, for example our tech did not put in the ip address for the matchprint computer when asked - our tech explained he couldn't because kodak already did so when it was set up as this is a requirement. Shouldn't the kodak response center already know this?
Last year we had the same problem with with prinergy dell server – recurring loss of connection. Kodak checked log files, our electric, our network, ip addresses but failed to solve the problem after a month. I contacted Dell and the Dell Tech explained these were symptoms of nic (network interface card) failure and it needs to be replaced. The Dell tech also explained that he did not use log files because they can be misleading and unreliable. I explained this to Kodak and about 2 months after I opened the first case a Dell technician came in and replaced the nic board located on the motherboard on the prinergy dell server and the recurring loss of connection stopped.
Dell, HP, Epson, Xerox, Canon, Heidelberg and others all replace parts quickly for intermittent ongoing problems - without the use of log files. Why is this an acceptable excuse for kodak techs for not solving the problem?
Our tech kept detailed case notes and emails. Does kodak ever look at results?
i kid you not, this is all unbelievable to us! Any helpful suggestions would be appreciated.