Hi Nigel,
Can you please let me know the serial number of your unit (white sticker with the serial number [which will look like 001234] can be found on the back of the unit). Please also let me know what seems to be the problem with the unit.
Kind Regards,
Tom

Hi Tom,

Thanks for getting back. The serial number is 007056.

The software frequently fails to initialize, apparently due to some interaction with the optical drives. It opens and closes both drives as part of the initialization process. It only successfully initializes if it has opened and closed both drives. Failure of initialization coincides with failure of the drives to open/close.

If the software does succeed in initializing, it never finishes a task if the task is to copy and print more than 1 DVD. It will generally create and print one copy of the DVD and then fail mid way through printing the second DVD. On other occasions it copies but doesn’t print at all. It generally ejects the half-printed DVD and then does not continue with further DVDs. There is no error message. The progress indicator shows 0%.
Regards
Nigel

Hi Nigel,
We might have the problems with the firmware of the drives and update most likely will solve the problem. Please go to http://www.datatronics.com.tw/ftp/DTX_FW_Collection_20090828.zip and download the zipped file (it contains updates and instructions for 2 or three products - files for your unit will be named BoxWriter BW7160 or something similar).
Kind Regards,
Tom

Hi Tom,
Unfortunately that hasn't made any difference. It is still failing to initialize. What next?
Regards,
Nigel

Hi Nigel,
Please uninstall QQ software and any lightscribe software you have on your computer and then install in QQ software using the disc that came with your unit. If possible please also try to install software and drivers on another computer.
Kind Regards,
Tom

Hi Tom,
This hasn't made any differenc on the PC being used nor on a laptop we have tried out with this software.
Regards,
Nigel

If you have no further suggestions, please could you arrange return and refund on this item.
Thanks,
Nigel

Hi Nigel,
Pleasefill in a repair RMA form that will follow this post shortly and I will authorise return for you.
Kind Regards,
Tom

Hi Nigel,
Your repair authorisation is N14383-001 (separate post with authorisation has been sent to you few seconds ago). Can you please let me know the OS OS and PC environment such as CPU, memory etc in the meantime?
Kind Regards,
Tom

Hi Nigel,
I just wanted to let you know that the problem with your unit has been caused by defective bridge board. I ordered the replacement at the beginning of this week but unfortunately I am facing some delays due to Chinese New Year holiday. I am hoping to receive the new boar before end of next week. I get back to you with more info as soon as I can.
Kind Regards,
Tom

Hi Tom,
As previously indicated, we do not wish to have this unit back and will seek an alternative usable product. Please refund both the cost of the unit and the expenses we have undertaken to return your faulty goods to you at your earliest convenience.
Regards,
Nigel

Dear Nigel,
As I mentioned on one of my previous posts - your returns authorisation number N14383-001 has been issued to repair the unit for you. Unfortunately it is not possible to return 6 months old unit for credit.
Kind Regards,
Tom

Dear Tom,
The goods were faulty at the time of sale and we require a refund. Please could you provide your postal address so that I can send you this request formally.
Regards,
Nigel

Dear Tom,
OK i've got the 15 Greenwich Centre Business Park address and will get this to in writing.
Regards,
Nigel

Dear Nigel,
Yes, this is correct address. I have a quick look in my system and it looks like I do not have a record of you reporting this issue at the time of purchase. If you do however reported it to us around June/July 2009 please include copy of correspondence.
Kind Regards,
Tom

Dear Tom,
As per my original email, this was not reported at the time of purchase and only came to my attention in December last year. My company will be refunding the school for the faulty item and looking for a suitable alternative in the summer. In the meantime I will ensure that we are in turn refunded.
Regards,
Nigel

Dear Nigel,
I am afraid we do not have a record of receiving any formal request in regards to the refund. Does it mean you decided to keep the unit? If so please confirm let me know the delivery address and I will send the unit back.
Kind Regards,
Tom

Dear Tom, my apologies that this has been delayed due to me being field based and my office manager being off sick. However, this will be posted today.
Regards,
Nigel