We bought a DVD duplicator from you nearly 4 months ago and it now seems to not want to work!
Our Merchant's cart ID was [edited] and Transaction ID was [edited] and cost £1,520.4 for your records.
Hi Hayley, what seems to be the problem with your Primera Bravo unit? [edited]
Customer - 2007-10-09 09:52:33
Hi [edited],
We can't get it to work, the editor who was dealing with it is off sick but i know it just wont print or copy the DVD's.
Steve - 2007-10-09 09:55:55
Has it been like this for the last four months??? Are you using a Mac or Windows based computer system? [edited]
Customer - 2007-10-09 09:58:23
It's been within the last week that it's stopped working. We have it connected to a Mac, we haven't had problems before now!
Steve - 2007-10-09 10:06:34
What does it seem to be doing? As its not working is a little bit vague for me. Is there no power going to the unit? Is the mac not recognising the unit?
Customer - 2007-10-09 10:31:44
Yes I'm sorry for being so vague it's just the editor who uses it, isn't here. I think when you press the power button it comes on and the hand comes across and everything seems fine then when you start the print via the mac it just doesn't do anything! I have text the editor so once he gets back to me i will let you know for definate the problem.
Steve - 2007-10-09 10:45:37
Are there any lights flickering?
Customer - 2007-10-09 10:49:22
No there's just the green power light showing.
Steve - 2007-10-09 13:00:54
If at all possible could you try the Primera Bravo Unit with a different USB cable and also could you re-install the software.
Usually if there is a problem, a light will flicker on the system.
Customer - 2007-10-11 10:48:34
Hi [edited],
The editor has now tried changing the USB cables and installing the programme again but still nothing. The message sas that there's no ink but we put new ink cartridge in last week so it's not that and they are the same ink cartridges that we have put in before.
Steve - 2007-10-11 10:56:23
Ok finally Hayley, would it be possible to ask your editor to try the Primera Bravo on a completely different system.
Should that fail please can you complete the RMA form which will follow this email
[edited]
Customer - 2007-10-11 12:26:18
Hi, we've changed the duplicator to another screen and it still doesn't want to work. I will fill in the RMA form. Many thanks
Steve - 2007-10-15 10:25:06
Hello,
We have just received your machine back and you appear to be using Non- Primera based Cartridges. Please note that these units do not work at all with Lexmark cartridges.
I am currently testing your machine.
[edited]
Steve - 2007-10-15 10:52:52
Hello,
I have also just discovered that your robotic arm has broken off from the back of the rail. This will require replacing and I will need to order a part in.
Please bear in mind that it is extremely unlikely that this clip would have broken off during normal operations as the unit only moves from side to side. and not forward and backwards.
We will replace the robotic arm as quickly as possible.
[edited]
Customer - 2007-10-15 11:08:19
Thanks for the update. Just to let you know, no one would have touched the robot arm. It has been in a room and only been touched by the editor who has only been programming the machine to copy DVDs.
Steve - 2007-10-15 11:15:21
Hi Hayley, I'm just reporting my findings to give you an overall picture. My main priority is to get this unit back to you as quickly as possible. However I did not expect to find a broken robotic arm, [edited]
Customer - 2007-10-29 09:15:12
Dear [edited],
I was wondering how you are getting on with our DVD Duplicator.
Hayley
Steve - 2007-10-29 09:28:35
Hi Hayley, Your machine should be back with you on Thursday, Just running some extensive tests on it.[edited]
Customer - 2007-10-29 09:33:04
Many thanks
Hayley
Customer - 2007-11-01 15:21:26
Hi Steve,
We have not received our duplicator back yet, it's getting quite urgent, please can you tell me when we will be receiving it.
Many thanks
Hayley
Steve - 2007-11-02 09:40:59
Hi Hayley, Apologies for the delay. Your machine has been repaired and tested it will be Despatched today (Friday) for you to receive Monday. I will be emailing you a tracking number so that you can keep an eye on it. Thank You [edited]
Jen Holden - 2007-12-21 13:01:09
Hi
Just letting you know this ticket will now be closed - if you need anything else please open a new ticket or email [edited].
Kind regards,