Hi Colin,
We would be happy to repair & service your Primera unit for you.
There is a diagnostics fee of £75 + VAT to examine the unit initially. You will be then sent a quote for the cost of repairs including the service options.
Should you wish to go ahead with the repair, the diagnostics fee will be removed from your bill.
If you are happy with these terms, please fill out the RMA request form that follows.
Kind Regards,
[edited]

RMA REQ SENT

AUTHORISATION SENT

Hi Colin,
Your unit just arrived at our depot and I've given it a pre-test examination. Sadly it seems some damage was caused to the unit during transport, and the robotic arm has snapped clean away from the print engine.
At the moment I'm trying to get a price for the replacement component for you, I will let you know as soon as possible, but I wanted to inform you of the damage so you can (if you wish) start a claim with the courier company you used.
If you have any further questions of queries please let me know.
Kind Regards,
[edited]

Hi Colin,
I've just put your unit back on the bench (since repairing the robotic arm) and sadly the unit will not even initalise. The sytem just locks up and will not let me print anything at all!
I'm assuming this was not the error you initially had? You mentioned you were able to get the unit to print but the quality was less than ideal.
The only conclusion I can draw (without spending more time on the unit and charging you for it!) is that the physical damage to the arm may also have affected some other internal systems. It seems clear that damage was caused in transit, and has affected more than one system.
I will start colabirations directly with Primera technical support on your behalf to see if I can get some recommendations for what might be the cause of the problem.
I recommend you get in touch with your courier company and see if you can start a claim. I will let you know more news as soon as I have it.
Kind Regards,
[edited]

Hi,
I have just been contacted by Parcel force regarding the claim for damage during transit. They will be in touch with me (within the next two weeks) to come and inspect the unit.
Sadly, the repairs I attempted on the robotic arm have failed, so there is no alternative but to purchase a new arm system.
The cost of a new robotic arm for the Bravo Pro is £112.72 + VAT. Would you like me to go ahead and carry out these repairs?
Kind Regards,
[edited]

Hi
Just confirming that since we shipped the unit back to you yesterday this ticket will now be closed, thanks.
Kind regards,
[edited]