CASE: How can Kodak rely on Future Shop's poor Customer Service?

A few weeks ago, I read an article in the G&M about how customer service rules again. With sales still on the decline, stores are relying on good service to keep loyal customers.

A day after reading this article, I got an email from the Kodak Gallery in regards to the pick-up of photo's I ordered online the week prior - stating that my photos would be ready in 2-5 business days. NOTE: Future Shop's sold their photo service to Kodak (however, you can still pick up your photos from Future Shop).

2 business days later, I strolled into Future Shop hoping that my photo's would be ready. The service was slow. When I finally got to a representative, she told me that the email was incorrect and that I needed to wait for a phone call telling my my order was in (BTW, I ordered this online - I DON'T want a phone call).

Does Kodak know that their partner is providing poor customer service? Afterall, this bad service is not only a reflection on Future Shop but on Kodak as well. Do they know that this poor service means I will go and try Black's or even Loblaws?

More than ever, companies need to provide great customer service to keep and attract business. Just because you provide good service, doesn't mean your sellers are. Beware.