Hi Marta,
I am afraid there is nothing that can be done to solve this problem remotely as it looks like the item developed mechanical fault.We would be happy to examine the unit for you. There is an evaluation fee of £50 + VAT to diagnose the fault. You will then be sent a quote for the cost of repair. Should you wish to go ahead with the work, the evaluation fee will be removed from your bill (so you pay only for labour and any necessary components).Please fill in attached form (I will send you form separately) and I will issue you with RMA number.
Regards,
Tom

RMA form sent (TB)

Hi, I've sent the RMA form, did you receive it?

What happens next? Shall I bring over the piece of offending machinery?

Thanks

Marta

Hi,
Yes I have received the form and sent you authorisation and instructions a while ago.
Regards,
Tom

RMA AUTHORISATION sent

Hi Marta,
Your unit has been inspected and I am afraid one of the motors (which powers the print head servo) developed a fault and needs replacing. The cost of a replacement motor will be £90.00 (excluding VAT) and additional cost for labour (1-2 hours) Unfortunately at this stage I am not able to determinate if the controller board is working as this can only be checked when main print head servo is operational (if not, it means that the cost for the parts will rise to £175.00). Please let me know if you would like to proceed with this repair and I will order components.
Regards,
Tom

Yes, please. Go ahead with the repair as agreed....

Update me on the situation as soon as you can.

Regards

Marta

Hi Marta
Just confirming we will close this ticket since you collected the unit today!
Kind regards,
Jen