Hi Sarah,
I'm sorry to hear you are having problems with your printer again. Its very unusual for the fault to occur twice!! Is it exactly the same problem you are experiencing? - ie, does it drop a disc and moves it along the tray, under the print heads but nothing prints and it just drops the disc out the front?
Kind Regards,
David

Hello David

yes the CD slides right through and is not detected by the printer sensor. Yes - it drop a disc and moves it along the tray, under the print heads but nothing prints and it just drops the disc out the front. Is there anything I can check over at my end.

Sarah

Hi sarah,
There is only really one thing you can check, however it involves removing the cover of the printer to gain access to the wires inside. Would you be comfortable doing this?
David

Sure, as long as I can see the wires confortably then I can have a look under the hood of the machine.

Sarah

OK Sarah,
I can talk you through it, however perhaps it would be best to give me a call and we can go through it over the phone.
you will need a phillips screwdriver, and an alley key!
Kind Regards,
David

Hello David

I dont have this equipment, an alley key.. would it be be convienant to get someone to drive the printer to your Greenwich units to have it checked over.
Kind regards,
Sarah

Hi Sarah,
If that is more convenient then yes that is fine. I can happily examine the unit to see if there is an "easy fix" for you. If the same component has failed I can change it for a new one, but I'm afraid you would still have to pay 1 hours labour towards the work required to swap this component and test the machine. This would be £40 + VAT.
I will send you an RMA request form. Please complete it and i'll issue you with a returns number. You can then attach this to the printer and drop it off at our warehouse.
Kind Regards,
David

RMA REQ SENT

Hello David

is there anyway we can negotiate the fee as the equipment has developed exactly the same fault that it was repaired for less than 2 weeks ago and has only been used for 2 days. We are a charity that produce CDs and DVDs for our members. Please get back to me with any feedback as I do understand that reviewing the equipment will take time.
thanks Sarah

Hi Sarah,
Apologies, I didn't realise the machine had failed so soon after its last repair. I'm afraid i can not waive the labour charge completely but I can reduce it to £20 for you on this occasion. Please be aware that if it is the same component that has failed, it may take a few working days to get a replacement component, so you could potentially be without the machine for a week or so.
If you're happy to go ahead, please complete the RMA form and I'll give you a returns number.
Kind Regards,
David

AUTHORISATION SENT

Hi Sarah,
I have checked your printer and I am afraid the controller board developed a fault and will have to be replaced (as I mentioned over the phone on Friday evening). Luckily the component is under warranty so only £20.00 (excluding VAT) labour fee will apply. Please confirm you agree to this charge and I will order replacement board for you.
Kind Regards,
Tom

Hi Sarah
Just confirming this ticket will now be closed since your printer was collected today - thanks.
Kind regards,
Jen Holden