Thanks for the comments guys.
Basically, Kodak 'grew up' dealing not with people but with other big companies which were their customers. You went to a small film store, but they dealt with the wholesaler who dealt with Kodak.
In this new market, Kodak has not yet learned to respond to individuals, and what is worse, due to shrinkage of staff, fewer people have the time to attend to the customers.
Kodak knows how to deal with Walmart and Ritz and places like that though.