The mechanism that picks up the disc from the stack has stopped working, it tries to grab the disc but fails to pick it up. Can we have this repaired is it in warranty? serial no : 2070201385
Hi Owen,
I've just checked our records and I'm afraid it looks like your Bravo SE is no longer within its warranty period.
At what point does the unit fail to pick the discs? is it from the input bin or the printer tray?
Kind Regards,
David
Customer - 2008-05-09 10:38:06
It's failing to pick them up from what I assume is the input bin, at the very first stage of the printing process.
Thanks
Owen
David - 2008-05-09 11:12:39
No problem Owen, sounds like you may need to run the calibration utility to re-align the arm. If you click this link and follow the instructions you should be able to get your unit up and running again in no time: http://server.iad.liveperson.net/hc/s-77406906/cmd/kbresource/kb-6259978983486198069/view_question!PAGETYPE?sq=calibration&sp=26&sf=101113&sg=0&st=366932&documentid=14710&action=view
Kind Regards,
David
Customer - 2008-05-12 14:43:50
Hello, I've tried running the calibration utility with no success. The arm was applying considerable pressure to the disk and still not picking it up. Is it possible to send the unit to you to be looked at? What kind of turnaround is it likely to have if we do send it to you?
Thanks
Owen
David - 2008-05-12 16:03:01
Hi Owen,
You can send the unit back to us if you wish, at the moment the turnaround is approximately 10-14 working days. I will invite you to fill out a returns form incase you decide to go ahead. The turnaround however is very dependant on the availability of parts, and if the fault is with the arm itself I will need to aquire a replacement directly from Primera.
There is an evaluation fee of £75 to examine the unit. You will then be quoted on the total cost of repairs. Should you wish to go ahead, the £75 evaluation fee will be deducted from your repair bill.
Kind Regards,
David
David - 2008-05-12 16:04:05
RMA REQ SENT
David - 2008-05-22 11:47:52
AUTHORISATION SENT
Customer - 2008-05-29 12:12:04
Hi, I'm about to ship the printer to you. However, we do not have the original box I have packed it very well with bubble wrap and we are going to courier it to you will this be ok.
Thanks
Owen
David - 2008-05-29 12:18:15
Hi Owen,
If you do not have the original packaging I need to make you aware that we (CD-Writer.com) can take no responsibility for any damage caused to the machine during transit, either to or from our Greenwich repair facility. So please make sure the machine is wrapped and protected as well as possible to prevent such events unfolding.
Kind Regards,
David
David - 2008-06-04 17:20:37
Hi Owen,
We have examined your machine and it does appear the arm mechanism has locked solid. It can not be repaired on a component level and the only way to get the unit working fully is to replace the entire arm mechanism.
The cost for a replacement arm is £107.67 + VAT, and it would take approximately 1 hour to carry out the work at an additional £40 + VAT.
How would you like me to proceed?
Kind Regards,
David
Customer - 2008-06-12 15:31:58
Hello,
We would like to proceed with this how to we go about paying for it? Also if you could send these replies from now on as I will be leaving this company on friday.
Thanks
Owen
Customer - 2008-06-24 11:32:46
Hello David,
This is Alex from A Large Evil Corporation. You were previously dealing with Owen but he has now left us so if you could send your replies to my email that would be great.
I think when Owen was last in contact with you he asked for you to proceed with the repair of our disc printer.
Is there any news on that? and how do you what the payment?
Regards,
Alex
David - 2008-07-04 17:34:11
Hi Alex,
I have just received the replacement part from Primera. The unit has just gone back on the bench so hopefully it will be up and running in no time.
Apologies for the long delay in getting this component, it had to be shipped from the USA. I will let you know how the tests went on Monday morning.
Kind Regards, David
Jen Holden - 2008-07-28 18:02:50
Hi Alex
I will send this as a separate email to Alex's email address as well, so don't worry if you get it twice!
Just confirming we have shipped the unit out today (packed as well as we could) for delivery to you tomorrow.
Please note this ticket will now be closed, thanks.
Kind regards,
Jen Holden