Some helpful thoughts on ordering film from Kodak in North America.

The following are excerpts from a Q&A interview with Tracy Stappenbeck and Bob Wagner, Operations Managers for Entertainment Imaging in New York and Hollywood respectively. Tracy and Bob together have over 45 years of Kodak experience. Both are passionate about exceptional customer service.

Q: If there is one thing to remember, what is it?
A: 1-800-621-FILM. Calling this number puts you in touch with a Customer Service Representative (CSR) from 8:00 AM to 8:00 PM eastern time Monday through Friday in the US and Canada.

Q: You mean a real live person answers the phone?
A: Yes, our goal is to answer calls in 20 seconds or less. A CSR will be on the line, ready to help you.

Q: And they can actually help me?
A: Certainly. If you are not sure about what type of film you need, they can provide first level technical support. Many customers use the Kodak web site to get information on choosing film stocks. If you have detailed technical questions, the CSR may refer your call to a Sales Assistant or Account Manager.

Q: What if it's after 8:00 PM (Eastern) in the US?
A: In the US, your call will automatically be rolled over to the Kodak ShootSaver service, an after hours program Kodak developed in partnership with DHL. The most popular film stocks are kept at their hub in Wilmington, Ohio. Their customer service reps handle after hours orders for emergency shipments placed as late as 2:00 AM Eastern Time, with normal delivery service by DHL courier the same morning.

Q: I bet that costs a bundle.
A: No. Film prices are the same. Shipping costs are at the normal DHL rate.

Q: What about payment?
A: A credit card is used to guarantee payment.

Q: What if I'm shooting out of the US?
A: Kodak has sales and distribution worldwide. A Sales Assistant can help you get in touch with the local Kodak office in the country to which you're traveling. We recommend that you purchase the film locally to avoid shipping costs and possible x-ray damage.

Q: Will Kodak ship film out of the country for me?
A: No. It is better for the production to pick up film through Kodak distribution points. Again, the Sales Assistant can help set this up. Some locations take more time than others.

Q: What information is good to know to speed up the call?
A: Numbers. If you have an account number with Kodak, use it. If you are paying with credit card, have that number ready. It helps to know the catalog number of the items too.

Q: Catalog number? Isn't that like calling Directory Assistance and telling the operator the phone number you are looking for?
A: Maybe, but it still makes the order process easier. Want to impress the customer service rep? Call it a CAT number.

Q: How about pricing?
A: The CSR will provide that information including shipping costs (if any) and local sales tax.

Q: Does Kodak always charge sales tax?
A: Kodak is required to collect the appropriate tax where the film is delivered or picked up. Unless you have a tax exemption certificate on file, Kodak must collect the appropriate state tax.

Q: What are payment options?
A: Kodak accepts cash at the sales counters in New York City and Hollywood. Most transactions are settled with a credit card, and 2% discount is applied to credit card purchases. If your company has established a line of credit, Kodak will bill the account. For many productions not using a credit card, electronic funds transfer or certified check is the preferred method of payment.

Q: What other information is helpful to have?
A: Delivery. It's nice to have a place to send the film to. PO boxes don't work well. And the film usually won't fit in them.

Q: Who pays shipping costs?
A: Depends. Shipping is free for orders over $1000, using Kodak's preferred shipping method, providing second day service. For last minute orders requiring overnight shipping, Saturday delivery or if you choose not to use Kodak's preferred carriers, Kodak has the option to bill you for the shipping.

Q: Does 'free' mean 'slow?'
A: No. Second day means the second business day after the film is shipped. Weekends or holidays can add to the time. Bad weather can ground a carrier's equipment. Plan ahead.

Q: What about large orders?
A: If your production requires a single large order, we prefer to put all the product on a pallet, shrink wrap it and ship by the best means available. It may take a little more time, but it is the safest and surest way to ship a big order with minimal damage. Again, if you give our transportation logistics people enough time, we can always come up with the best way to ensure your product arrives on time and in perfect condition.

Q: Will you do international shipments?
A: No. But you can arrange for your freight forwarder to pick up the film and ship it for you. What we recommend is to arrange to buy your film from the Kodak office at your location destination. This ensures that the film is fresh, direct from Kodak and not been at risk for x-ray damage. Kodak is just about everywhere in the world. If film is stocked locally, you can find out. If the film you want is not stocked locally, it can be brought in for you. Remember this takes a little time. Again, call 1-800-621-FILM and ask to speak to a Sales Assistant. It's amazing what they can do to help when they know where you are going, when you will need the film, how much you need and how you intend to pay for it.

Q: I heard that film could be ordered on the Internet.
A: At this time, on line ordering is only available to listed accounts and students. For more information, contact a CSR at 1-800-621-FILM.

Q: Any advice when the order arrives?
A: It's always a good idea to immediately check for accuracy or any damage that may have occurred during shipping. If you find any discrepancy or damage, notify Kodak immediately. A CSR will handle the situation.

Q: Does Kodak have a return policy?
A: Yes. Details are in the motion picture film catalog and on the Internet. Briefly, reasonable quantities of product may be returned within 72-hours with a 10% handling fee. Call 1-800-621-FILM first. A CSR will provide a Return Authorization number, shipping instructions and other details. Film must be in original packaging and condition. Acceptance of returned product is at Kodak's discretion and is not final until the product has been received at our distribution center and inspected by product specialists.

Q: Anything else?
A: Just that we know how important your film shipment is and the consequences of a production losing a shooting day. Good communication and ample time to work on a situation are key elements. If you experience a problem let us know as soon as possible and we will look into any possible solution. And thanks for choosing Kodak.