Hi Jaha,
I am sorry to hear you have problems with your duplicator. Can you please let me know the firmware version (firmware version will be displayed on the top right hand corner of the screen). Please also let me know the serial number of your unit. Please also let me know if it is always these same drive/drives that are causing problems?
Kind Regards,
Tom

Hi Tom,

Sorry for this late reply, The duplicator now will not copy any dvd we put into it.

Firmware version is V.1.2
Serial Number is 004561

Kind Regards

Jaha

Hi Jaha,
V1.2 is the controller version. Please go to Utilities and select System info for the firmware version. Please tell me also which software are you using to crate master DVDs?
Kind Regards,
Tom

hi Tom,

I'm Riccardo, i'm picking up this problem with the DVD duplicator as i see Jaha hasn't replied to you about the firmware version.

it is:

8.65.06/09/06.06/01/06W1-09E
128MB SDRAM
1.6GHZ CPU

Let me know where we go from here. please reply to my email - [edited]

Thanks

Hi Ricardo,
Please fill in an RMA request that will follow this post shortly and I will authorise return for you. Please note that there is an evaluation fee of £35.00 plus VAT to diagnose the fault for out of warranty repairs. You will then be sent a quote for the cost of repair.
Kind Regards,
Tom

hi guys,

we don't have the original packaging for the dvd duplicator so am contacting you as the rma authorisation requested us to do.

thanks

Hi Ricardo,
Please use alternative, secure packaging – bubble wrap (at least one inch of bubble wrap on each side of the duplicator) and double walled cardboard box should do the job. Please make sure the unit is not rattling inside box.
Kind Regards,
Tom

Hi Ricardo,
We will need to replace reader and one writer. New reader costs £19.22 before VAT, new writer is the cost of £75.00 before VAT; labour should not exceed 1-1.5 hrs (£60.00 before vat per hour charge applies). Please let me know if you would like to proceed and I will get back to you once your unit has been repaired and tested.
Kind Regards,
Tom

hi Tom,

thanks for this. Please go ahead with the repairs. Let me know what form of payment you would like when its done.

Thanks

Hi Ricarrdo,
I am pleased to inform you that your duplicator has been repaired and tested. Your order number is 20319 (separate email with paperwork will follow shortly). Please call Accounts on 0208 293 0777 to arrange a payment (please quote following reference number when calling 20319) Alternatively you can pay upon collection as we are unable to return your product due to insufficient packaging resources.
Kind Regards,
Tom

Hi Tom,

I will make payment today and arrange for a courier to pick up the duplicator.

thanks

Hi
Thanks for your payment - please arrange for collection anytime between 9am-5pm tomorrow.
Please confirm it will be a courier who will be able to transport it with great care, since it arrived without any box of any kind etc? I just don't want it to get damaged on it's way back to you!
Kind regards,
Jen Holden

Hi Jen,

Thanks for this. Yeah one of my colleagues arranged for it to get delivered to you and didn't package it up at all! I think we'll be getting it picked up by the same courier and we'll tell them to be extra careful with it when driving back.

Hi again
Just confirming this ticket will now be closed, since your courier collected the unit this morning. I told him to treat it like a baby!
Kind regards,
Jen Holden

hi Jen,

thanks for this. Its working great again.