Hi Frank

Sorry to hear you are still having trouble, and your tone is perfectly reasonable. Please complete the follwoing returns request form, in order that you can get the unit sent back to us for repair to your satisfaction. It is unusual for divres to fails before they have done 10's 1000's of of copies. SO this problem may still be due to the media. Either way I am sure it can be swiftly resolved.

kind regards

Nic Ranshaw

Hi Frank,
Your authorisation number is N7031-002-2359 (separate post with paperwork should be with you by now). Can you please include some DVD masters (one or two) you are copying on Disk Pro if possible?
Kind Regards
Tom

Hi Tom

Thanks for this - I had a short, sharpe intake of breath when you requested two of our masters... But have done as you requested and included two. (we have about 50 in total).
- I wanted to add a further list of symptoms (which may be helpful for you to know) of what the Duplicator does.
1. Very, very often it will duplicate the first 2 disks fine - then start to reject one out of every 2 from that point.
2. Sometimes it may do 4 correctly but then do 4 rejects... nearly always the number of rejects and successful duplications is equal.
3. Recently it has started to terminate jobs about 3 quarters through.
4. A seperate problem (only experienced once so far.) Three jobs ago, the ink inexplicably "packed in" - even though there is no low ink message on screen, and since then, it has printed perfectly.
... I've gone through the trouble shooting quite a bit - and have switched from my usual method "disc to disc" copying to "image job", I've lowered the speed, I've gone dedicated PC as a driver, I've updated the firmware, I've discussed with your colleague the quality of media and I've experiemented turning the PC on first and then the Duplicator and vice versa to see if that influences the reject rate.... and most suprisingly to me, about one in 20 jobs, it prints perfectly with no rejects.
Final points. The last time I sent it back to yo guys it worked perfectly for say, 2 months afterwards... I feel a bit guilty sending back to you again (in light of your comments on the rarity of the problem) but I cannot see what I'm doing wrong. And last point, it never fails when copying CD's. Which it is asked to regularly.

HI Frank,
Thanks for all the info - it will be very useful when the unit will be on the work bench. The only reason I requested the master discs is to try to be as close to the conditions the machine was used at your end. I can assure you that the discs will be traded confidentially.
Kind Regards
Tom

Morning Nic, Tom and the team,
Just wanting an update on the repair work - I sent the machine to yourselves 10 days ago, so was expecting an update by now, hope everything is progressing.

Frank
07790 773840

Hi Frank,
As per my viocemail - your printer is repaired and it is ready to be shipped back. Please confirm the delivery address (Key [Edit]) and we will dispatch the unit .
Kind Regards
Tom

thank you Tom, address confirmed, please dispatch urgently.

Frank