Bluejade · November 10, 2011 05:51
diff --git a/gistfile1.txt b/gistfile1.txt
 Daniel : Scanning with our Kodak ESP9 AiO printer results in banded images, as you can see here: http://cl.ly/321B0W29222S023x003R
 [All of our specialists are assisting other customers. We apologize for the delay and appreciate your patience. Please continue to hold and your chat will be answered by the next available specialist.]
 (20:40:18 PM)[You are now chatting with Support Rep.]
 Support Rep (20:40:29 PM): Welcome to Kodak. My name is xxxxxx. Please wait while I review your issue. 
 Support Rep (20:40:53 PM): I apologize for the inconvenience, I assure you my complete support.  
 Support Rep (20:41:06 PM): I will try my best to help you.
 Daniel (20:41:12 PM): Thank you
 Support Rep (20:41:15 PM): We can try few steps to isolate and fix the issue. Before we proceed, I request you to give me a few details of your printer.
 Daniel (20:41:21 PM): okay
 Support Rep (20:41:22 PM):
 May I please have the Kodak Service Number for your printer? This number can be located by opening the printer access door as if you are going to change the ink cartridges. The number will be located on the bar coded sticker.
 Daniel (20:41:46 PM): V004116
 Support Rep (20:41:54 PM): May I know the country you are contacting us from?  
 Daniel (20:42:03 PM): United States
 Support Rep (20:42:14 PM): May I know when and where did you purchase the printer?
 Daniel (20:42:35 PM): KODAK Online Store on January 22, 2010
 Support Rep (20:43:01 PM): Thank you for the information.
 Daniel (20:43:09 PM): You are welcome
 Support Rep (20:43:15 PM): Let us isolate the issue to find the reason and then perform the required steps.
 Support Rep (20:43:39 PM): Have you replaced the cartridges recently?
 Daniel (20:44:26 PM): Yes. But the problem is with scanning, not printing.
 Support Rep (20:45:02 PM): Are you able to make a copy of a document on the printer?
 Daniel (20:45:12 PM): Yes
 Support Rep (20:45:42 PM): Please try making a copy of a document on the printer and let me know do you see any bands or lines on the print?
 Daniel (20:46:13 PM): Copying now
 Support Rep (20:47:10 PM): Let me know how does the copy look like? Is it good and acceptable?
 Support Rep (20:51:32 PM): Daniel are we connected? Please respond
 Support Rep (20:52:55 PM): I am looking forward to help you. The session may get disconnected as there is no response from 7 minutes.
 Daniel (20:53:01 PM): still here
 Support Rep (20:53:02 PM): Please respond.
 Support Rep (20:53:10 PM): Thank you.
 Support Rep (20:53:46 PM): How is the print from the printer?
 Daniel (20:54:15 PM): It's hard to say. Copying to plain paper gives inconclusive results. As far as high resolution, photo paper goes, I only have 4x6 paper, which doesn't let me scan from the middle of the tray without shrinking the results.
 Support Rep (20:55:03 PM): Please try copying a plain documeht on a plain paper.
 Support Rep (20:55:10 PM): *document
 Daniel (20:55:51 PM): copying now
 Support Rep (20:56:04 PM): Thank you for your cooperation.
 Daniel (20:58:58 PM): It's still hard to say. The document I copied has a green rectangle across the width of the page, and it looks like there are some artifacts similar to the photo I sent early on on either end of the rectangle. But the entire copy is muted compared to the original, probably due to the poor quality paper
 Support Rep (21:01:15 PM): Let us try changing the print and copy settings to Normal,  instead of draft or best.
 Daniel (21:01:52 PM): The copy settings were already set to normal
 Support Rep (21:02:40 PM): Did you remove the printhead and cartridges and insert back firmly?
 Daniel (21:03:17 PM): I have not ever removed the print head, but that shouldn't affect scanning, should it?
 Support Rep (21:03:45 PM): Are you able to get prints good from the printer?
 Daniel (21:03:50 PM): Yes
 Daniel (21:03:59 PM): when using Kodak photo paper
 Support Rep (21:04:41 PM): Please clean the scanner glass with a clean cloth and then try making a copy of a document in black and white on a plain paper.
 Support Rep (21:04:49 PM): Let me know the result.
 Daniel (21:07:41 PM): That looks fine
 Support Rep (21:08:39 PM): Now you should be able to scan well as you are able to make good copy of the document.
 Daniel (21:08:59 PM): Let me try
 Support Rep (21:09:06 PM): Sure.
 Support Rep (21:11:59 PM): Are you trying to scan to computer or any memory card?
 Daniel (21:13:01 PM): Scanning to computer
 Support Rep (21:13:24 PM): Okay.
 Support Rep (21:16:10 PM): Are you able to scan to the computer?
 Daniel (21:16:50 PM): Working on it
 Support Rep (21:17:18 PM): I appreciate your cooperation and efforts.
 Support Rep (21:19:19 PM): Daniel are you with me? Please respond.
 Daniel (21:19:29 PM): Still here
 Support Rep (21:20:03 PM): How is the scanning performed there?
 Daniel (21:20:13 PM): http://cl.ly/1i2m1T0c3z2h1a0E0y1k
 http://cl.ly/0m0A2r2t0d3c361U1b27
 Support Rep (21:20:35 PM): Is that the error message on the computer?
 Daniel (21:20:43 PM): No, those are links to the scanned files
 Support Rep (21:21:02 PM): I see.
 Daniel (21:21:10 PM): As you can see, there is still banding in the one. The other has bizarre coloring.
 Support Rep (21:21:11 PM): I apologize for the inconvenience.
 Support Rep (21:21:24 PM): Please give me a minute while I check my resources.
 Support Rep (21:22:20 PM): Thank you for your time Daniel.
 Support Rep (21:22:43 PM): The issue seems to be with the printer scanner bulb sensitivity.
 Daniel (21:23:02 PM): Can I purchase a new scanner bulb? I was unable to find one on Kodak.com
 Support Rep (21:23:17 PM): Do you have another set of color cartridge? so that we can confirm the issue.
 Support Rep (21:23:55 PM): The scanner bulb is a built in electronic component, which comes along with the printer.
 Support Rep (21:24:07 PM): I wish I could do more for you.
 Daniel (21:24:17 PM): We just changed the color cartridge today (the problem has been going on for longer than today), but that shouldn't affect scanning, should it?
 Support Rep (21:24:56 PM): As there printer is above 2 years, I can get 30 % discount code for a new printer and send it to your email.
 Support Rep (21:25:40 PM): I suggest you to replace the color cartridge so that we can come to a conclusion.
 Daniel (21:26:09 PM): Does 2 years matter? I ask because 2 years have not yet passed since purchasing the printer in January of 2010.
 Support Rep (21:26:19 PM): If you go for a new printer you can use the same cartridges for the printer.
 Daniel (21:26:43 PM): We just changed the color cartridge this morning, and I first noticed the problem a couple weeks ago.
 Support Rep (21:27:11 PM): I suggest you to try with a color cartridge and then try scanning, this will closely isolate the issue.
 Support Rep (21:27:33 PM): I understand Daniel.
 Support Rep (21:27:55 PM): I am trying my best to help you and give you the complete information.
 Support Rep (21:28:06 PM):
 Shall I send you the steps for better printer maintenance, maximize the number of prints and also details to print email and internet printing?

 Support Rep (21:28:18 PM): Will that help you?
 Support Rep (21:28:30 PM): I believe that would be useful.
 Daniel (21:28:34 PM): I'm not concerned with printing. Printing works fine. What I'd like
 Support Rep (21:29:02 PM): Yes I understand.
 Daniel (21:29:06 PM): is for the scanner to have better quality.
 Daniel (21:29:25 PM): Is there a repair center where we can get this fixed?
 Support Rep (21:31:50 PM): I painfully do not want to say that we cannot get the repair center, however I can provide you a replacement for your printer.
 Support Rep (21:32:21 PM): The warranty is covered for 90 days on the replacement printer.
 Support Rep (21:32:46 PM): You can provide this chat session number and place order for replacement printer.
 Support Rep (21:32:50 PM): For a reference to this chat, please keep this number 9084580 .
 Support Rep (21:33:08 PM): Our voice helpline support is at 1800 421 6699 (9am - midnight, EST)
 Support Rep (21:34:34 PM): I suggest you to go for a new printer or a recertified printer.
 Support Rep (21:36:45 PM): Daniel are we connected? Please respond.
 Daniel (21:37:00 PM): Still here
 Support Rep (21:37:44 PM): I suggest you to call us and get a new or a recertified printer.
 Daniel (21:37:52 PM): What doesn't make sense is this: one component being broken should not necessitate buying a completely new printer
 Daniel (21:38:31 PM): One of the reasons we bought a Kodak printer was that they were supposed to be of higher quality. One supposedly paid more for the initial hardware, but less over time because ink was cheaper.
 Support Rep (21:38:49 PM): I understand Daniel, but the scanner components are not replaceable by technicians, that can be done in the factory.
 Daniel (21:39:17 PM): So can I send it back to the factory?
 Support Rep (21:39:34 PM): Yes, Kodak offers good quality at very much affordable price.
 Support Rep (21:40:17 PM): Yes once you receive a recertified printer, the old one need to be sent, you will also receive a return shipping label.
 Daniel (21:41:18 PM): I don't quite understand.
 Daniel (21:42:18 PM): Am I buying a printer or am I getting a repair?
 Support Rep (21:43:15 PM): Let me tell you that a recertified printer comes for a very less cost , approximately the same as the repair for the new printer, and the old one need to returned. The recertified printer is completely as good as new.
 Support Rep (21:43:39 PM): Kodak assures you complete satisfaction Daniel.
 Daniel (21:44:03 PM): I see. So how do I arrange for this exchange?
 Support Rep (21:45:19 PM): We will send you a return shipping label and also a order confirmation number. You can check it online after you place the order.
 Support Rep (21:46:03 PM): You need to send the old printer back once you receive the replacement printer.
 Daniel (21:46:03 PM): Okay. Do I need to go to a special page, or enter information from my current printer to make this purchase?
 Support Rep (21:46:28 PM): Do not give your credit card number on this chat.
 Support Rep (21:46:49 PM): I request you to contact voice helpline support at 1800 421 6699 (9am - midnight, EST) to place the order.
 Support Rep (21:47:18 PM): Our phone support team will place the order and give you the order number.
 Support Rep (21:47:49 PM): I believe that I have answered all your queries. Do you have any more queries?
 Daniel (21:47:54 PM): Ah. Now I see. I did not understand that the support number you gave me before was for placing a new order.
 Daniel (21:48:04 PM): That is all. Thank you.
 Support Rep (21:48:06 PM): I believe that I have answered all your queries. Do you have any more queries?
 Support Rep (21:48:13 PM): Is there anything else I can assist you with today?
 Support Rep (21:48:21 PM):
 You are welcome. You may click on the End Chat and start1minute feedback survey depending on your experience on this chat with me. 
 Support Rep (21:48:35 PM):
 Thank you for contacting Kodak Technical Support. We’d like your feedback regarding your Customer Support experience.  Following this chat session, you will be presented with a customer satisfaction survey. Completing this survey will help us improve this important service we provide to our customers.
	Daniel : Scanning with our Kodak ESP9 AiO printer results in banded images, as you can see here: http://cl.ly/321B0W29222S023x003R
	[All of our specialists are assisting other customers. We apologize for the delay and appreciate your patience. Please continue to hold and your chat will be answered by the next available specialist.]
	(20:40:18 PM)[You are now chatting with Support Rep.]
	Support Rep (20:40:29 PM): Welcome to Kodak. My name is xxxxxx. Please wait while I review your issue.
	Support Rep (20:40:53 PM): I apologize for the inconvenience, I assure you my complete support.
	Support Rep (20:41:06 PM): I will try my best to help you.
	Daniel (20:41:12 PM): Thank you
	Support Rep (20:41:15 PM): We can try few steps to isolate and fix the issue. Before we proceed, I request you to give me a few details of your printer.
	Daniel (20:41:21 PM): okay
	Support Rep (20:41:22 PM):
	May I please have the Kodak Service Number for your printer? This number can be located by opening the printer access door as if you are going to change the ink cartridges. The number will be located on the bar coded sticker.
	Daniel (20:41:46 PM): V004116
	Support Rep (20:41:54 PM): May I know the country you are contacting us from?
	Daniel (20:42:03 PM): United States
	Support Rep (20:42:14 PM): May I know when and where did you purchase the printer?
	Daniel (20:42:35 PM): KODAK Online Store on January 22, 2010
	Support Rep (20:43:01 PM): Thank you for the information.
	Daniel (20:43:09 PM): You are welcome
	Support Rep (20:43:15 PM): Let us isolate the issue to find the reason and then perform the required steps.
	Support Rep (20:43:39 PM): Have you replaced the cartridges recently?
	Daniel (20:44:26 PM): Yes. But the problem is with scanning, not printing.
	Support Rep (20:45:02 PM): Are you able to make a copy of a document on the printer?
	Daniel (20:45:12 PM): Yes
	Support Rep (20:45:42 PM): Please try making a copy of a document on the printer and let me know do you see any bands or lines on the print?
	Daniel (20:46:13 PM): Copying now
	Support Rep (20:47:10 PM): Let me know how does the copy look like? Is it good and acceptable?
	Support Rep (20:51:32 PM): Daniel are we connected? Please respond
	Support Rep (20:52:55 PM): I am looking forward to help you. The session may get disconnected as there is no response from 7 minutes.
	Daniel (20:53:01 PM): still here
	Support Rep (20:53:02 PM): Please respond.
	Support Rep (20:53:10 PM): Thank you.
	Support Rep (20:53:46 PM): How is the print from the printer?
	Daniel (20:54:15 PM): It's hard to say. Copying to plain paper gives inconclusive results. As far as high resolution, photo paper goes, I only have 4x6 paper, which doesn't let me scan from the middle of the tray without shrinking the results.
	Support Rep (20:55:03 PM): Please try copying a plain documeht on a plain paper.
	Support Rep (20:55:10 PM): *document
	Daniel (20:55:51 PM): copying now
	Support Rep (20:56:04 PM): Thank you for your cooperation.
	Daniel (20:58:58 PM): It's still hard to say. The document I copied has a green rectangle across the width of the page, and it looks like there are some artifacts similar to the photo I sent early on on either end of the rectangle. But the entire copy is muted compared to the original, probably due to the poor quality paper
	Support Rep (21:01:15 PM): Let us try changing the print and copy settings to Normal, instead of draft or best.
	Daniel (21:01:52 PM): The copy settings were already set to normal
	Support Rep (21:02:40 PM): Did you remove the printhead and cartridges and insert back firmly?
	Daniel (21:03:17 PM): I have not ever removed the print head, but that shouldn't affect scanning, should it?
	Support Rep (21:03:45 PM): Are you able to get prints good from the printer?
	Daniel (21:03:50 PM): Yes
	Daniel (21:03:59 PM): when using Kodak photo paper
	Support Rep (21:04:41 PM): Please clean the scanner glass with a clean cloth and then try making a copy of a document in black and white on a plain paper.
	Support Rep (21:04:49 PM): Let me know the result.
	Daniel (21:07:41 PM): That looks fine
	Support Rep (21:08:39 PM): Now you should be able to scan well as you are able to make good copy of the document.
	Daniel (21:08:59 PM): Let me try
	Support Rep (21:09:06 PM): Sure.
	Support Rep (21:11:59 PM): Are you trying to scan to computer or any memory card?
	Daniel (21:13:01 PM): Scanning to computer
	Support Rep (21:13:24 PM): Okay.
	Support Rep (21:16:10 PM): Are you able to scan to the computer?
	Daniel (21:16:50 PM): Working on it
	Support Rep (21:17:18 PM): I appreciate your cooperation and efforts.
	Support Rep (21:19:19 PM): Daniel are you with me? Please respond.
	Daniel (21:19:29 PM): Still here
	Support Rep (21:20:03 PM): How is the scanning performed there?
	Daniel (21:20:13 PM): http://cl.ly/1i2m1T0c3z2h1a0E0y1k
	http://cl.ly/0m0A2r2t0d3c361U1b27
	Support Rep (21:20:35 PM): Is that the error message on the computer?
	Daniel (21:20:43 PM): No, those are links to the scanned files
	Support Rep (21:21:02 PM): I see.
	Daniel (21:21:10 PM): As you can see, there is still banding in the one. The other has bizarre coloring.
	Support Rep (21:21:11 PM): I apologize for the inconvenience.
	Support Rep (21:21:24 PM): Please give me a minute while I check my resources.
	Support Rep (21:22:20 PM): Thank you for your time Daniel.
	Support Rep (21:22:43 PM): The issue seems to be with the printer scanner bulb sensitivity.
	Daniel (21:23:02 PM): Can I purchase a new scanner bulb? I was unable to find one on Kodak.com
	Support Rep (21:23:17 PM): Do you have another set of color cartridge? so that we can confirm the issue.
	Support Rep (21:23:55 PM): The scanner bulb is a built in electronic component, which comes along with the printer.
	Support Rep (21:24:07 PM): I wish I could do more for you.
	Daniel (21:24:17 PM): We just changed the color cartridge today (the problem has been going on for longer than today), but that shouldn't affect scanning, should it?
	Support Rep (21:24:56 PM): As there printer is above 2 years, I can get 30 % discount code for a new printer and send it to your email.
	Support Rep (21:25:40 PM): I suggest you to replace the color cartridge so that we can come to a conclusion.
	Daniel (21:26:09 PM): Does 2 years matter? I ask because 2 years have not yet passed since purchasing the printer in January of 2010.
	Support Rep (21:26:19 PM): If you go for a new printer you can use the same cartridges for the printer.
	Daniel (21:26:43 PM): We just changed the color cartridge this morning, and I first noticed the problem a couple weeks ago.
	Support Rep (21:27:11 PM): I suggest you to try with a color cartridge and then try scanning, this will closely isolate the issue.
	Support Rep (21:27:33 PM): I understand Daniel.
	Support Rep (21:27:55 PM): I am trying my best to help you and give you the complete information.
	Support Rep (21:28:06 PM):
	Shall I send you the steps for better printer maintenance, maximize the number of prints and also details to print email and internet printing?

	Support Rep (21:28:18 PM): Will that help you?
	Support Rep (21:28:30 PM): I believe that would be useful.
	Daniel (21:28:34 PM): I'm not concerned with printing. Printing works fine. What I'd like
	Support Rep (21:29:02 PM): Yes I understand.
	Daniel (21:29:06 PM): is for the scanner to have better quality.
	Daniel (21:29:25 PM): Is there a repair center where we can get this fixed?
	Support Rep (21:31:50 PM): I painfully do not want to say that we cannot get the repair center, however I can provide you a replacement for your printer.
	Support Rep (21:32:21 PM): The warranty is covered for 90 days on the replacement printer.
	Support Rep (21:32:46 PM): You can provide this chat session number and place order for replacement printer.
	Support Rep (21:32:50 PM): For a reference to this chat, please keep this number 9084580 .
	Support Rep (21:33:08 PM): Our voice helpline support is at 1800 421 6699 (9am - midnight, EST)
	Support Rep (21:34:34 PM): I suggest you to go for a new printer or a recertified printer.
	Support Rep (21:36:45 PM): Daniel are we connected? Please respond.
	Daniel (21:37:00 PM): Still here
	Support Rep (21:37:44 PM): I suggest you to call us and get a new or a recertified printer.
	Daniel (21:37:52 PM): What doesn't make sense is this: one component being broken should not necessitate buying a completely new printer
	Daniel (21:38:31 PM): One of the reasons we bought a Kodak printer was that they were supposed to be of higher quality. One supposedly paid more for the initial hardware, but less over time because ink was cheaper.
	Support Rep (21:38:49 PM): I understand Daniel, but the scanner components are not replaceable by technicians, that can be done in the factory.
	Daniel (21:39:17 PM): So can I send it back to the factory?
	Support Rep (21:39:34 PM): Yes, Kodak offers good quality at very much affordable price.
	Support Rep (21:40:17 PM): Yes once you receive a recertified printer, the old one need to be sent, you will also receive a return shipping label.
	Daniel (21:41:18 PM): I don't quite understand.
	Daniel (21:42:18 PM): Am I buying a printer or am I getting a repair?
	Support Rep (21:43:15 PM): Let me tell you that a recertified printer comes for a very less cost , approximately the same as the repair for the new printer, and the old one need to returned. The recertified printer is completely as good as new.
	Support Rep (21:43:39 PM): Kodak assures you complete satisfaction Daniel.
	Daniel (21:44:03 PM): I see. So how do I arrange for this exchange?
	Support Rep (21:45:19 PM): We will send you a return shipping label and also a order confirmation number. You can check it online after you place the order.
	Support Rep (21:46:03 PM): You need to send the old printer back once you receive the replacement printer.
	Daniel (21:46:03 PM): Okay. Do I need to go to a special page, or enter information from my current printer to make this purchase?
	Support Rep (21:46:28 PM): Do not give your credit card number on this chat.
	Support Rep (21:46:49 PM): I request you to contact voice helpline support at 1800 421 6699 (9am - midnight, EST) to place the order.
	Support Rep (21:47:18 PM): Our phone support team will place the order and give you the order number.
	Support Rep (21:47:49 PM): I believe that I have answered all your queries. Do you have any more queries?
	Daniel (21:47:54 PM): Ah. Now I see. I did not understand that the support number you gave me before was for placing a new order.
	Daniel (21:48:04 PM): That is all. Thank you.
	Support Rep (21:48:06 PM): I believe that I have answered all your queries. Do you have any more queries?
	Support Rep (21:48:13 PM): Is there anything else I can assist you with today?
	Support Rep (21:48:21 PM):
	You are welcome. You may click on the End Chat and start1minute feedback survey depending on your experience on this chat with me.
	Support Rep (21:48:35 PM):
	Thank you for contacting Kodak Technical Support. We’d like your feedback regarding your Customer Support experience. Following this chat session, you will be presented with a customer satisfaction survey. Completing this survey will help us improve this important service we provide to our customers.