Please complete RMA request form.[edited]

I have spoken to [edited] on each occasion. I do not have exact dates (apart from today). Previous to that it was about 2 weeks ago, and about 2 week previous to that also.

We do not have the original packaging. My first conversation with Steve - he said he would send out new driver with instructions on how to remove the faulty one and how to replace. We would then return the faulty one to you.

Yes thats fine - pls use suitable secure packing for the drive. And mark the box with the RMA number and address. Kind regards.

Following on from my conversation today. We have never received a replacement drive. The machine is now totally unreliable. Sometimes 10 of the drives work but sometimes none. It is very frustrating that this machine has not worked since we first purchased it.
We would like to return this asap for repair or replacement. Can you please advise what we should do.

hi della, we just spoke on the phone, if you fill in an rma form i can authorise the return

Hi Della
I have now issued the RMA number. Please send the whole unit back so we can have a look at it.
It is now outside warranty, since we last communicated with you on 24.5.07 and have heard nothing through this ticket since.
If you send it back we will endeavour to get it back to you as fast as possible, and if the problem lies with just one drive needing replacement we will do that FOC.
Kind regards,
[edited]

We are in the process of returning the CD Writer. We appreciate it is now out of warranty, but as you can see we have been advising you of our problems since May 2007, so we would be grateful if this could be taken into account.

Hi Della
We have received your unit back, but unfortunately due to the inadequate packaging it was sent in it has suffered some damage in transit.
Someone is taking some photos if you would like them sent to you. Some of the front fascias have been pushed in, and the case is slightly wonky, and there are some scratches to the case.
We have yet to ascertain if it is aesthetic only or if it has affected the functionality of the unit.
Kind regards,
[edited]

We will need photographs as we will obviously need to speak to Courier. We packed it securely this end with bubble wrap etc. Please be aware that the drives were not working when we returned it to you. We would be grateful if you could keep us updated urgently with the situation, as you can appreciate, we will need the machine in proper working order in time for the new term in September. regards, Della Nutt.

Hi Della
I will forward you the photos we have taken as a separate email - please note the blurry one of it before it was out of the box is not very clear - but the fascias were dented in which is why they have now been removed in the next picture.
There are also scratches on the sides of the machine, but our camera has run out of batteries!
Kind regards,
[edited]

Hi Della
Thanks for your email (in future please can you post any replies into this ticket, thanks).
The package was signed for as it did not appear damaged from the outside, it was only after opening it that the damage was apparent.
We can treat the repair as a separate issue if you like - however you need to appreciate we cannot fix the fascias or scratches to the case.
We will update you in the next day or so as to the status of the actual repair - I did agree to replace one drive FOC but that is conditional on it being only the one drive that needs replacing.
We will see what the technicians advise as to the fault and go from there!
Kind regards,
[edited]

Hi Della
Good news - we have replaced all the drives in your unit and it has now tested fine on the bench.
We have also done as much as possible to rectify the case damage (ie realigned the drives, and replaced the broken fascias).
As a gesture of goodwill we will not charge you for these repairs.
Please contact us to arrange collection of the unit - we can pack it as best as we can, but I would suggest you arrange for a courier who can transport it for you with as much care as possible.
Please let us know in advance when you think your courier will come so we can ensure it's ready, thanks.
Kind regards,
[edited]

Hi Della
Please can you contact us to advise when you will be collecting your unit - as per my email a few days ago?
Thanks.
[edited]

Em thru outlook

[edited],
I'm afraid our office is closed during school holidays, so I have only just discovered that you have been trying to arrange collection of our CD Duplicator. So apologies for the delay.

I shall ask Della to arrange collection either Thursday or Friday, and to let you know when.

Thank you very much for sorting all this out. It really is appreciated!

Mark Trego,
Music Service Manager

Many thanks

Hi Mark
Thanks for your emails - sometime ago I did ring and was advised you were closed until September, so I was going to chase it up sometime this week!
We will box it up as well as possible - but as I said I suggest you book a courier who will treat it like a precious baby - to ensure it suffers no more damage! As per our standard RMA procedure - please be aware that we cannot be held responsible for any damage that may be caused in transit...
So please let me know (once you've booked it) what courier will collect it, and whether we need to write anything on the outside of the box, thanks!
Kind regards,
[edited]

Hi [edited], just to let you know that we have arranged that TNT collect the re-writer tomorrow (Thursday). They have asked if you clearly mark the box "extremely fragile" all over! Many, many thanks for all your help. Kindest regards, Della.

Hi Della
No problem - unit is now packed up and has fragile tape all over it!
Will confirm tomorrow once the unit is collected, thanks. I assume they'll have your correct delivery address?
Kind regards,
[edited]

Hi Della
Just confirming TNT collected today - the consignment number is 264717885.
Phew! Please note this ticket will now be closed - enjoy your duplicating!
Kind regards,
[edited]