The problem is that Fed Ex assumed they could increase profitability and sustain higher end commercial print businesses, because this is what made FedEx so profitable. They competed against companies that were capable of selling companies machines like Xerox, which is now struggling, and Ikon which was profitable not sure if they still are. This drove FedEx/Kinkos to spend less money in their small to average size business segments, hence the reason you get 17 year old kids giving you sh!t when they screwed up your copy because you wanted color and they gave you black and white. I did a case study on FedEx/Kinkos which highlighted these issues better than I could, and also mentioned that their strategy moving forward was to go back to what made Kinko’s money in the past; Small to Average sized customer market which will hopefully improve their customer service in their stores. I think this case study was based in 2007?