Hi Michaela
I've checked with the suppliers, and they have confirmed that there is a two year spares warranty, but there is a charge for labour in the second year priced at £60.
So if you're happy to proceed please fill in the RMA request form I will send you shortly, and we can then issue you with an RMA number and address to send it back to.
Kind regards,
Jen Holden

Hello Jen,
Thanks for your responce and I wish to proceed with the repair and the labour charge is fine. Please do send me the request form and I assum once the form is filled in arrangments will be made to get it picked up?

Many Thanks,
Michaela

Hi Michaela
I've already sent you the form, and I've now sent it again... Please check your spam folder if you don't see it this time...
Once we issue the RMA number you will need to send the unit back to the address we will send you.
Kind regards,
Jen Holden

Hi Michaela
I will forward you the RMA authorisation via a separate email shortly.
Please read the conditions relating to packing/damage etc!
In order to speed up the process I shall get you to send it directly back to the engineers location (SS15 6SD).
We can then sort out the payment once they've received it back and it's repaired.
Kind regards,
Jen Holden

Hi Michaela
Just to confirm the printer has been received back, but so far the engineer has said this:
"On first inspection the printer has been returned with an incorrect power supply."
Once they have inspected it fully they will let me know more details.
Kind regards,
Jen Holden

Hi Michaela
Further to my email yesterday, I now have more information.
This is from the engineer:

"the problem with the unit is down to the Power Supply being used.
It is not the correct PSU for the printer, in fact it looks like it's from a mobile phone or something like that.
The PSU being used is only 15 volts, where as the PSU that should be used is 24 volts.
The 15 volts is enough to power the printer and turn the rollers to feed cards, but anything after that, the printer gives up.
I have tested the printer with the correct PSU and it works fine."

So - do you know if you still have the original one? Please let me know, as if so I guess the unit is ready to be returned (once the labour charge is sorted out). If you wanted us to arrange the return shipping then we'd also have to take payment for that, otherwise you'll be welcome to send your own courier to collect it.
Kind regards,
Jen Holden