Hi Jamie,

Please can you ask the customer what seems to be the problem with the unit?

[edited]

Do you need to know the specifics of exactly what is wrong with the unit. The unit is faulty and needs replacing - I am not sure of the specifics and I am a little reluctant to go back to the customer to request any addition information as they have already lost patience with us regarding this

Hi Jamie, Your Customer appears to have had the unit since 01 March 2007. There will be no replacement just a return to base warranty repair.

[edited]

Hi [edited]

I have requested the specifics of the fault with the unit however my contact is not in today. Can we still proceed with the support to get this problem sorted in her absence

Many thanks
Jamie

Hi Jamie,

So long as I can have details of the problem I am more than happy to help you.
[edited]

Hi [edited],

I can confirm that the CD Duplicator has defiantly blown the internal PSU.

Please can you advise the next process

Thanks

Jamie

Hi, Please fill in a RMA Request form, and get the unit back to us. Thanks [edited]

Hi Jamie,

We've taken a look at your customer's Primera Bravo Pro. The Ink Carriage unit which holds the ink has snapped off and is not covered via Primera Warranty I believe this must have snapped off during transit to us. The Price of this repair is £59.10 ex VAT.

Please can you let me know if you would like to go ahead with this repair.

[edited]

Good Morning [edited],

I am a little surprised to hear that the unit arrived into you damaged, can you please confirm if the parcel was signed for as damaged and if you have photographs of the damage to the packaging. Because we have not been informed within 48 hours we will be unlikely to be able to claim this cost back from our courier.

Can you also confirm that the original issue our client has with the unit has been resolved?

Kind Regards,
[edited]

The fault on the unit did not come to light until it was on the engineers bench - there was no obvious sign of damage to the box. If you require I can send you a picture of the broken unit. The cost to replace this will be £59 (cost price) the Labour time to repair will be several hours - and as a gesture of good will we will not charge you for the labour. [edited]

Hi [edited]

Please go ahead with the repair, I will e-mail a PO across to the value of £59.00, can you please advise when the unit will be ready to ship back and also if you are able to send it direct to the end user rather than back to ASM?

Can you also confirm that the internal PSU has been repaired.

Kind Regards,
Julie

Regards,
Julie

Hi Jamie
We have not recieved the PO for the repair cost, please can you send it over ASAP? Fax to [edited] or email [edited], thanks very much.
Kind regards,
[edited]

Hi Jamie
We still have not received the PO - please also provide the delivery address for the unit to be sent back to - thanks.
Kind regards,
[edited]

Hi Jamie
I can confirm the unit is repaired and ready to ship back, as soon as we have the PO and the delivery address, thanks.
Kind regards,
[edited]

Good Morning,

I have faxed across PO [edited]for the cost of repair, I have also provided the delivery address on the PO, could you please advise when the unit will ship so that we can inform our client?

Many thanks,
Julie

Hi Julie
Just confirming the unit was sent out today for delivery to your customer.
Your invoice will be posted out to you.
Please note this ticket will now be closed, if you need anything else please open a new ticket or email [edited].
Kind regards,
[edited]

Thanks[edited] , could I please have the tracking details, as the end user is not our client the client will expect a POD from us.

Regards,
Julie