Hi Can you give me an update please on how the ticket is proceeding? thanks

Hi Lisa,
I'm afraid [edited]is no longer with the company, so apologies for the delay in replying to your ticket. It sounds like you may indeed have a faulty ribbon. Are you still wanting to return the printer, or would you be happy for me to send you a replacement ribbon? (If you would like a replacement, please just pop your original faulty ribbon in the post to us, enclosing your invoice number and contact details - we'll do a quick test, and issue a replacement)

Kind Regards, [edited]

Thanks for the reply. We would rather return the printer please. Can you let me know what we need to do? thanks

Hi Lisa, I'll send you an RMA form. Once that has been completed, I'll authorise the return of the printer.

Hi Lisa - According to our records the printer was bought more than 4 months ago, back in September 2007!!
The unit was purchased on a return to base warranty and we are more than happy to have the printer sent back to us for a full repair. However do to the age of the printer, we could not issue you with a full refund. We can, as a gesture of good will, offer you a credit note with ourselves instead.
Kind Regards, [edited]

I do appreciate the printer is 4 months old but the issue was reported when it was first used by phone and the we tried tightening/loosening the ribbon then steve advised ink would be sent butnever recieved. I will talk to the user as I do understand in normal circumstances you have made a reasonable offer but we did report the fault a while ago.

Hi Lisa,
Do you know roughly how long ago you first called and first spoke to Steve? Unfortunately the earliest mention I have of the error is the first entry of this ticket, dated 10/01/2008. Let me know what your user says, and I'll see if there is anything more I can do this end.
Kind Regards, [edited]

Hello - probably in october. I've spoken to user and she says she would like to return it as it always comes up error and she tried both ribbbons. can you send another one please when we return this one?

Hi Lisa,
I can't promise we can send you a new unit, however I can assure you that the unit will be fully examined and repaired (or replaced where necessary).
I will authorise the return of the printer for you anyway, please make sure it is in all original packaging.
You may send the inks back too if you like, and I'll test them with a new printer. They may well be fine, so I can send them back to you with the unit.
Kind Regards, [edited]

Hi Lisa
Just confirming that a replacement unit was sent out on friday for delivery to your colleague at TA9 4BX on monday 28.1.08.
Please note this ticket will now be closed - if you need anything else please open a new ticket, or email [edited].
Kind regards,
[edited]