Hi Gerry,
I just want to confirm you have run the following 3 applications:
1) Installing PTPublisher (http://www.primera.com/downloads/support/PTPublisher/PTPublisher.html)
2) Run the Bravo 2 firmware update (http://www.primera.com/ftp/Firmware/FirmwareDPIIv1.29_1.43.exe)
3) Run the Bravo 2 Calibration tool (http://www.primera.com/Kbfiles/PTCalibration1.2.exe)

Kind Regards,
[edited]

RMA REQ SENT

Hi Bob,
Is your unit still within warranty?? If so, please can you provide your original order number.
Kind Regards,
[edited]

Hi bob,
I'll issue the RMA number now. Thank you for your patience in this matter.
Kind Regards,
[edited]

AUTHORISATION SENT

Hi Gerry
We have received your unit back, thanks.
Unfortunately because it's outside its original one-year warranty, the warranty now lies with Primera Europe (based in Germany).
You have a couple of options: either we can send it back to you, and you can ship it to Germany yourself, or we can ship it for you and charge you the shipping fee (£45 plus vat). However please note because it's been returned in non-original packaging, we cannot be responsible if it were to get damaged in transit.
Primera Europe would then ship it back to you. Please let us know how you wish to proceed. I do apologise for the inconvenience.
Kind regards,
[edited]

Hi [edited],as requested by yourself I Write to confirm that you have our permission to ship the unit to Primera Europe Germany.Our return address is
[edited]

Kindest regards
Gerry

Hi Gerry
Thanks for that - I am just sorting out the bureaucratic process of RMA authorisations... One thing is to make sure you've registered the product at www.primera-europe.eu/register.
If not done already, please do so as a matter of urgency, thanks.
I will be in touch next week in regards to the invoice etc.
Kind regards,
[edited]

Hi Gerry
This is what Primera Europe have asked me to send you:

"Unfortunately you have not registered your unit yet, as we have reviewed in our database.
Due licence regulations we are not able to provide bundled software to unregistered customers.
Therfore we ask you to register all units at our website at: http://primera-europe.eu/en/form/register.html.
The registration is necessarry for guarantee and warranty issues of the customer, and also for technical support which we give to all our customers.
To fill in your data in our database will be done within one day.
As soon as you have registered, please resend you problem description/software request.
Then your mail gets forwarded to the relevent technician/ you get download access to the software links.
Thank you"

So - please can you register ASAP, thanks.
Kind regards,
[edited]

Hi Gerry
On it goes - this is what Primera are now saying: "we have tested this unit now intensively with more than 50 discs burning and printing.
Result: No failure found. "
They are sending me a bill for EUR-50 because they have not found a fault. I have suggested you wouldn't have sent it back if there was no fault - but I think it would be best for you to speak to them directly to advise them further of the faults you were experiencing.
Please contact [edited]or [edited], on [edited], the Primera returns number is [edited].
Please call them as a matter of urgency tomorrow morning - thanks.
Kind regards,
[edited]

Hi Gerry
Just letting you know I'm going to close this support ticket as I assume all is well - since I haven't heard from you since we spoke last week! Fingers crossed.... :)
Kind regards,
[edited]