damaged CD DVD Duplicator

We bought a 7 cd dvd dupplicator last year and it isn't working now. there is a message on the screen: Copier F/M Fail Please update FW. In addition, prior to this happening 15 minutes ago, the machine was running really slow and the third cd space from top to battom was not working at times. We belive it really needed some maintenance and now that is showing that message it needs to be repaired as it is not working at all. I hope you can treat this as urgent. We use this machine frequently and we need to get this sorted as soon as possible. Please call me at [edited]. Many thanks