Hi Doerte,
I am sorry to hear you have problems with your DP100 printer. Please fill in an RMA form that will follow this post shortly and I will authorise return for you. Your machine is covered by 1 year return to base warranty therefore unfortunately I will not be able to offer you exchange for this unit. We offer on-site repairs (please note there is £300.00 before VAT charge for half day engineer’s visit).We have ex-demo unit available at discounted price of £650.00 before VAT(with 3 months warranty) which you might consider as a solution allowing you to keep up with your current print jobs. Alternatively you can send the machine back to us and we will carry express repair in our repair centre.
Kind Regards,
[edited]

Hello [edited],

we did order a new machine which has been delivered and it's not working to our satisfaction. I don't think we should be hit with the cost. We can't work without this machine so sending it back and waiting for the repair is not an option for us.
Can you please arrange an Engineer to come out FREE OF CHARGE (!!!) or arrange a collection but only if you supply us with a machine we can use for the time the printer is in repair, again free of charge.

Please advise.

Regards,

[edited]
Buyer
BBC Studios and Post Production

[edited]


www.bbcstudiosandpostproduction.com



BBC Studios and Post Production Ltd, Registered Office Television Centre, Wood Lane, London W12 7RJ, Registered Number 3593793 England

Hello Doerte,
We would like to send an engineer to fix the printer. I tried to call you few minutes ago, please call me on [edited] so we can book a visit.
Kind Regards,
[edited]

Hi Doerte,
Just to let you know that I spoke with [edited]and I will be seeing him on Monday. I just need to raise RMA for this repair now. Please fill in an RMA form that will follow this post shortly.
Kind Regards,
[edited]

Hello,
unfortunately we are still having major problems with the DVD printer.

Our problem is the tray which the discs are printed on, then ejected from.
Discs are still jumping the two small posts which are meant to hold the disc in place, therefore printing starts halfway down the disc and also falls off the bottom of the disc, and it is also smudged or smeared. So far we have wasted at least 60 discs because of this.

We are also still having problems with more than one disc being taken from the hopper at the top of the machine, which is what [edited]came to replace originally.

We are potentially loosing business as it's taking us so long to do jobs which would normally take us a quarter of the time, as well as the added expense of the discs and having to redo the work.

Could you please advise what can be done ?

Thanks,
Doerte

Hi Doerte,

So the unit has been ok for the last 20 days?

I dont know if you have spoken tom today. He has left for the day and I have been out of the office. I will call him and ask him when it will be convenient to come down to see you. I havent heard of this prblem before. I am sure it can be easily rectified, Please accept my apologies for any inconvenience caused. Thanks, [edited].

Hi Doerte,

I am sorry the hear you have problems with your DP100. In regards to the problem with discs jumping over 2 small posts at the front of the tray - this is very unusual problem that has not occurred with these printers before. I remember inspecting the printing tray and print tray assembly and could not see anything physically wrong with those parts.

I believe the best and the fastest way to fix this problem would be to do the repair at our [edited]facility (I suspect I will need various types of tools to diagnose the fault and fix the problem). In regards to the problem with the loader (machine dropping more than one disc at the time) I can advise you that problems with the loader are most likely caused by excessive use and would not by typically seens adter just a few weeks. Can you advise me what your expectations are for a daily throughput of this device?

It may be that you require an additional unit or a printer that is designed for printing more discs, faster. In any case we advise customers to consider some redundancy and consider investing in back up units for periods when 1 unit is being serviced or repaired. Please complete an RMA request that will follow this post and confirm you are OK with sending the machine back for repair and I will autrhorise return for you.

I look forward to hearing from you and please accept my apologies for any inconvenience caused.

Kind Regards,
[edited]