Hi Tim,
Just to clarify... When you say the printing has stopped, do you mean the printer will now not even attempt to print to a disc, or that it goes through the 'actions' of printing a disc, but the finished product is very faded/non-existent?
Kind Regards,
[edited]

The latter, In picks, burns and goes through ALL the motions perfectly. Except there is nothing coming out on to the disk. Have tried the obvious, cleaning and new catridge which I thought would have cured it. Have noticed though that the LED does not light like it used to. Just something I have noticed but may be irelevant.

Hi Tim.
That sounds like its a fault of the cartridge, however if you've tried swapping to a new cartridge and get the same results, there is perhaps another problem within the machine.
I'd recommend initially that you update the firmware on your printer. This may improve the communication between the printer and the new cartridges.
You can download the firmware from this URL: http://www.primera.com/ftp/Firmware/FirmwareDPIIv1.29_1.43.exe

Kind Regards,
[edited]

Thanks for the suggestion - I followed the intructions and the firmware update was succesful. However I then ran a cleaning cycle which normally produces a stripy disk. The machine went through all the motions but a blank disk came out. I may have mentioned that the black was first to go as this always produced the same results as blocked nozzles regardless of putting a new cartidge in. The colour just stopped recently midway through a job. What's the next step? If it has to come back I can easily deliver it? What's the turnaround?

Hi Tim,
Sorry for the delay in replying.
It is a tricky situation, 90% of the time this error is caused by faulty cartridges. However considering you have already changed the cartridges and updated the firmware the reason you're getting no printing done whatsoever is still a little baffling. you would expect at least some print to appear on the disc!
Ensure that all the contacts (both in the machine and on each cartridge) are clean and there is no plastic covering the ink heads.
You can certainly bring the unit back to us if you wish (I can authorise the return - just let me know) but I think the best step here (what with it being a rather unusual fault) would be to first contact Primera technical support directly.
If you E-mail [edited]with the serial number of your unit and a brief description of the problem (along with a list of potential solutions you have already tried) they might be able to shed a bit more light on the situation.
If they determine it is a hardware fault, I'll authorise the return and we'll get the printer back to us for repair.
Kind Regards,
[edited]

I have now tried everything. I have cleaned all the contacts and even the little l.e.d. sensor very gently with a swab and it makes do difference. As mentioned before the black has NEVER been satisfactory but I have told the printer that there is just a colour cartridge inserted and it makes black. I have since tried yet another set of brand new catridges with no success. The printer still goes through ALL the motions but nothing appears on the disk. It may now have to come back.

Hi Tim,
No problem. I will authorise the return for you.
Can you please also send me a copy of the E-mails you sent to Primera (and all replies) as it will help speed up the repair process of your unit.
Please fill out the following RMA form and I'll give you a returns number.
Kind Regards,
[edited]

RMA REQ SENT

Hi Tim,
It seems your unit is currently out of warranty (purchased 23/01/2007).
Did you register your unit with Primera when you first purchased the machine?
Kind Regards,
[edited]

Yeah - I've been though all this before. I registered with Primera who gave me a 2 year warranty. SEE BELOW.

On 2008-06-04 16:44:52 from [edited]
Hi Tim, No problem. I will authorise the return for you. Can you please also send me a copy of the E-mails you sent to Primera (and all replies) as it will help speed up the repair process of your unit. Please fill out the following RMA form and I'll give you a returns number. Kind Regards, David

Hi Tim,
I'm just trying to clarify some details with Primera over the warranty status. Technically the second year warratny is with Primera directly, not with ourselves. I'm just going to communicate with Primera Europe to see what the best step forward for you is. I'll let you know ASAP.
Kind Regards,
[edited]

Any news - looking back on previous correspondance, I thought this had all be authorised. Am keen to get the unit fixed asap regardless as I have print jobs I need it for. Regards

Tim

Hi Tim,
I have spoken with Primera and they have informed me that any extended warranty repairs must be delt with directly by themselves.
Unfortunately we are not authorised to repair the unit on their behalf during this second year warranty, so if the unit were to come back to us I'm afraid it would be a chargable repair.
You can still get your unit fixed within warranty, however you will need to contact Primera directly via this link: http://primera-europe.eu/en/form/support.html and request a returns number.
Kind Regards,
[edited]

Well I need it asap now. Do you have a fixed price for repair and service? Or any idea the cost of this type of repair? I'll have to drop it off to you. What is the turnaround. I don't think I'll have time to send it off to Germany. Regards

Tim

Hi - I didn't get a reply to the above ticket and obviously the machine is still sitting here doing nothing. I need to get it repaired asap. Could I drop it off one morning and collect at the end of the day? Is there a fixed price repair etc. Regards

Tim

Hi Tim,
We have a £50 evaluation fee for diagnosing the unit - we'll then send you a quote for the cost of repairs (including labour and any necessary parts) and you let us know if you want to go ahead. If you do, we will remove the evaluation fee from the bill.
You are welcome to drop the unit off with us, however I can not promise it would be ready to collect by the end of the day. Our usual turnaorund for repairs is 3-5 working days - depending on the repair queue.
I'll give you an RMA number now - so you can bring the unit into us.
Kind Regards,
[edited]

AUTHORISATION SENT

Can I drop it off in person first thing tomorrow Thursday (9th).

No problem Tim,
Warehouse is open from 9 am

Hi Tim,
Your unit has been inspected and I am afraid the print carriage and print board developed a fault and will need to be replaced. The cost of a replacement parts will be £250.00 (excluding VAT) and additional cost of £50.00 (excluding VAT) per hour of labour. Please let me know if you would like to proceed with this repair and I will order components from Primera.
Kind Regards
[edited]

Blimey - rather a round figure? I'll have to get it done though. Could you perhaps remind Primera (Germany) that the machine is still under it's extended warranty meaning they would have had to provide the part completely free had I returned it to them. They would then have had to do the labour as well. They would have supplied this part regardless. I'm actually saving them time by paying you to do the labour to get the machine back quicker. I'm amazed the parts are so dear for what is essentially a Lemark printer. Perhaps Germany could come to some compromise and I'm sure it's worth asking them.

Kind regards

Tim

Hi Tim
As previously mentioned - we are not authorised to repair the unit on Primera Germany behalf during this second year warranty. You can still get your unit fixed within warranty; however you will need to contact Primera directly via this link: http://primera-europe.eu/en/form/support.html and request a returns number. Once you have your Returns number we can sedn the unit to Germany on your behalf (shipping would be arround £35.00 before VAT). Unfortunately we can not be responsible for any damages caused in transit as the unit has been received without original packaging at our end. Shall you wish us to send the unit to Primera on your behalf please let us know your returns number from Primera and please confirm in writing that you fully understand that Cd-writer.com ltd will not take responsibility for any possible damage in transit.
Kind Regards,
[edited]

That's odd because previously Primera sent me to you for the repair. I have since emailed Diane at Primera in Germany and they have asked me what parts were required - I will forward this email from her to you. Thanks for all your help though. Also do you not have a Primera box it can go into. Will it be insured transit so I can at least claim off the carrier if any dameage is suffered? I'll keep you posted.

Not heard any more? If you think it will be the cheaper option for you to send it to Germany then YES please go ahead. The trouble is I am now off to Australia until 6th November and ofr ocurse I would have like it sorted while I am away. My sister in in the office 3 mornings a week (starting Tuesday). She will answer emails and messages and has my credit card details if you need payment upfront? I did carbon copy Tom in on the correspondance I had from [edited]at Primera Germany as she asked what spare parts I required. If you need a quick decision on anything I can be reached on my mobile or you can leave a message on [edited]-sorry for this hassle but I can't belive how quickly it has come around. Regards Tim

Hi Tim,
Thanks for the message. I'm currently waiting for a response from Primera Europe, will hopefully get that at some point today.
If they are happy to send us the bits we need, then we need only charge you for labour and not the components.
If they do not want to send them out to us, we will try and send the unit back to them for repair. However I'm afriad we do not have any 'spare' primera boxes to send the unit in. We can of course pack it as best we can for you, to ensure it arrives in Germany in one piece, but because its not original packaging we can not take responsibility for any damage that could be caused in transit.
I'll let you know as soon as I receive a response from primera, and we can decide from there.
Kind Regards,
[edited]

Hi Tim,
I am please do to inform you that your printer is up and running again. The cost of the repair is £50.00 for labour as per David's previous post. Can you please let me know your full invoice address and I will go back to you with relevant paperwork? Can you please also let me know whenever you will be collecting the unit in person or we will be sending it to you. Please note that the shipping and packaging will be £20.00 (please note that we will not be able to take any responsibility for any damage/loss in transit).
Kind Regards
[edited]

Hi Tim,
Please ignore the previous post - it was meant to be send to a different customer. I am afraid your printer still has not been repaired. I will let you know as soon as it is ready. Please accept my apologies for any incontinence caused.
Kind Regards
[edited]

Incontinence? Laughed when I saw that. Am now back from holiday and just wondered if there was any progress on negotiations and even the machine it'self as I'm keen to get it back. Of course I will collect it from yourselves.

Hi Tim,
"Incontinence" - you shouldn’t completely rely on the text editors. Yes, your unit is ready. Can you please let me know your invoice address and I will get back to you with relevant paperwork?
Thank you in advance
[edited]

So what did Primera Europe Agree in the end re: the extended warranty supply of parts? My address is [edited]

Thanks for the details Tim,
Primera Europe agreed to provide us with replacement parts under warranty. We had to send them back faulty components however. Invoice for the labour and shipping will be sent to you shortly via email.
Kind Regards
[edited]

Hi Tim,
As per my email earlier - the price including Vat is £76.38. Please quote following one of the following references upon collection/payment [edited]. Next week is fine - we are open Mon-Fri 9:30am – 6pm.

Hi Tim
Just confirming this ticket will now be closed since you've collected the unit this evening.
Nice to meet you and your wife!
Kind regards,
[edited]