Dear CD Writer,
Please find below a message written from our director to yourselves.
If you could kindly respond ASAP, that would be appreciated.
You can reach me on 07970 062 515.
Regards,
Tricia
===
CD Writer --
Less than one month ago, I spoke to yourself to order a brand new Bravo Pro, after experiencing problems with a previous machine(s). It was delivered by Interlink, assignment #7527699278.
At that time, I expressed my severe disappointment with the Primera brand -- and the many problems I'd experienced with its properietary format to date. In order to assist speedy resolution, I ordered a brand new machine -- as I have done many times in the past from yourselves.
Since then, I managed to get the new machine up-and-running and we have been desperately working from just one good machine so far. I also sent a previously purchased machine back to yourselves for repair.
Now, just less than month on, and we have run into further problems -- this time with the *brand new* machine.
The bottom drive on this machine has "gone."
It is no longer recognized as a drive and instead comes up as a failed "USB Mass Storage device" which has "failed to start." I have tried this on multiple PCs with the same result -- AND diagnosed this issue with the Primera technical support individuals -- who, once again, confirmed hardware failure.
This is absolutely unacceptable.
We have continuously purchased machines from yourselves, in favour of competitors such as River Pro -- and *still* we run into quality issues like this. Is this a refurb machine at all?
I would like to return this machine for a full refund, as I am *not* happy about returning it after just one month to have it "fixed" once again. That hardly rings true to me of a high quality product with a good life ahead of it. I may be interested in a full, brand new replacement -- but only if you can satisfy me of quality.
I'd just like to add that I have done much to privately promote CD-Writer over the past couple of years, with a handful of personal recommendations and mentions in a number of articles that I have written.
I am disappointed that such issues continue to crop up -- and whilst they may not be directly of your own doing, it is disappointing that it is your stock that appears to be at fault.
I do hope that you can resolve this issue ASAP, and that we can maintain the business we have thus far enjoyed --
Best wishes,
Karl Moore
[edited]
Hi Tricia,
I am sorry to hear you have problems with your Primera duplicator. Please fill in an RMA form that will follow this post shortly and I will authorise return for you. To speed up the process and save you money on collection I am more than happy to collect machine from you. Please include full collection/delivery address in the RMA form and let me know what would be the best date for collection and we will send our carrier. Can you please let me know the make of the blank discs you are using with this machine (is possible please include few blank discs when returning the machine).
Once again please accept my apologies for any inconvenience caused.
Kind Regards,
[edited]
Tom Bartoszcze - 2009-09-28 09:36:28
Hi Tricia, I am sorry to hear you have problems with your Primera duplicator. Please fill in an RMA form that will follow this post shortly and I will authorise return for you. To speed up the process and save you money on collection I am more than happy to collect machine from you. Please include full collection/delivery address in the RMA form and let me know what would be the best date for collection and we will send our carrier. Can you please let me know the make of the blank discs you are using with this machine (is possible please include few blank discs when returning the machine). Once again please accept my apologies for any inconvenience caused. Kind Regards, [edited]
Tom Bartoszcze - 2009-09-28 09:50:50
Hi Tricia, I am sorry to hear you have problems with your Primera duplicator. Please fill in an RMA form that will follow this post shortly and I will authorise return for you. To speed up the process and save you money on collection I am more than happy to collect machine from you. Please include full collection/delivery address in the RMA form and let me know what would be the best date for collection and we will send our carrier. Can you please let me know the make of the blank discs you are using with this machine (is possible please include few blank discs when returning the machine). Once again please accept my apologies for any inconvenience caused. Kind Regards, [edited]
Tom Bartoszcze - 2009-09-28 09:51:25
RMA req. sent
Customer - 2009-09-28 14:29:34
Thank you [edited], I have done this. Collection can be arranged for anyday this week. I will also include a few discs.
Many thanks
Tricia
Jen Holden - 2009-10-01 09:35:54
Hi Tricia
Just confirming I've booked Interlink Express to collect the unit from you today (thursday) between 10-4.30pm, from the DH6 5NU address. Please cross out/remove any previous courier labels that may be on the box.
If the courier hasn't collected by the end of the day please let us know, thanks.
Kind regards,
[edited]
Jen Holden - 2009-10-07 18:10:51
Hi Tricia
Just confirming we've sent the unit out for delivery back to you tomorrow by 3pm. According to Tom's notes the bridge boards were replaced (he's left for the day now).
Please note this ticket will now be closed, thanks.
Kind regards,
[edited]
Customer - 2009-10-08 10:13:50
Dear [edited]
I did not *wish* for the board to be replaced.
I wished for a full refund of the machine, as the return request was made within the applicable time limit.
I did not wish to purchase a refurbished machine, or one that should break down within a month. Such things do not bode well for the future. As such, I required a full refund or replacement machine.
Regards,
Tricia
Tom Bartoszcze - 2009-10-08 10:58:04
Dear Tricia,
You product has been repaired in line the terms of trade of CD-writer.com Ltd. the item you have purchased is on a return to base warranty for 12 months. This warranty covers the labour and parts required to repair your product, and when such a repair will prove too costly in either time or parts we can offer a replacement unit. As you originally mentioned you have been using your new machine for a month where after the machine has developed a fault. We collected the unit from you to save you shipping costs and carried out a repair as per warranty terms and condition. Faulty bridge boards have been replaced with new ones. Your product is once again operating perfectly. Please accept my apologies for any inconvenience caused.
Kind Regards,
[edited]
Customer - 2009-10-08 11:18:22
I will certainly check this out.
But the point is that such products, if not fit for purpose, can be returned for a refund. It was not purchased under the terms that it must be manually repaired if faulty – indeed, that is contrary to UK law.
I will however check it out. Does not bode well for future however, once again :(