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Received the SD21DVD unit this morning and everything is working well.
The reason I am pleased with this is that it is proving that the Sony Stock we are using is
OK. We have duplicated 300 units this morning all with 100% success.
I do have a reason for mentioning the above. Our 1 to 9 duplicator which we have always had trouble with
since new see your tech support desk for info, is / was producing the same job, using the same Sony Stock.
It got off to a good start yesterday and I had about 5 full runs at 100%, but in the afternoon the unit was back to its
old trick of locking up. I tried different things (reducing dvd burn and read speed as well as copying from dvd to dvd
rather than hdd to dvd).
I did as last suggested by your tech support update firmware to 1.64D, but the had failures every time, so reloaded 1.61D
And got 1 run of 100% then lock ups again.
When the unit locks it is one or two drives which remain with the green led on and it can vary on the %age copied usually though
it is in the first 0% - 25% of the job.
It is not always the same drives which lock.
The only way to clear the lock is to reboot. The 10 disks are then destined for the bin.
In order to try to fault find this yesterday, I binned 150 disks !!! Although I shall use this as test
disks for our disc printer.
Could you please shed any light on why this 1 to 9 tower has so many problems?
Do you think it is possible that if I returned it to you, that you would be able to find and resolve fault.
It has been back to you once, but fault seems to never go away.
Any suggestions welcome ???
The unit Serial Number is: 001592
Kind Regards,
Jonathan.
Hi Jonathan
The duplicator has been fixed and thoroughly tested. All 9 writers have been replaced with new Pioneer 111d writers.
The cost is £187 parts, plus £120 labour, plus £15 shipping (exc vat). You can arrange your own courier if you like?
Please confirm you are happy for me to raise an invoice and we can go from there.
The replaced drives are covered by 1-year warranty (parts only).
Kind regards,
Jen Holden
Customer - 2006-10-27 10:09:17
Hi Jen,
I have a query. The problem with this unit has existed from almost within the first month of us receiving the duplicator. This particular call log number was a new one, but please could you look back into your database(system) on the serial number of this unit and you will find it has been to you before for exactly the same fault, but came back with the same problems. We purchased a bigger (1 to 21) unit from you to overcome the shortcomings of this 1 to 9 unit, incase we were asking too much from it, but the 1 to 21 has proved to us that the dvd stock we've been using is fine as we have not had a single failure with the bigger unit and we have duplicated over 10,000 discs on it.
Please let me know if you find the original calls on the 1 to 9 unit and whether it is under its original warranty.
Regards,
Jonathan.
Nic - 2006-10-31 17:09:43
Dear Jonathan - Further to your comments I can confirm that your original unit is outside the 1 year warranty period. All the new components are covered by 1 years warranty from this date however. I can also assure you that the labour charge on this repair is very much minimised and the parts are charged at cost. Best regards, Nic Ranshaw, CD-writer.com Ltd.
Customer - 2006-11-01 16:47:03
Hi Nic,
I would make one comment, which is that if you look back at your records on this unit (serial number 001592), it was returned several times during it's first year for exactly the same problem - All under warranty - but fault never found or fixed. However, as soon as the warranty is out of date - fault is identified and fixed for a price. Any thoughts / reasons why fault(s) was not found on earlier warrant returns ????
Regards, Jonathan.
Nic - 2006-11-02 14:06:15
Jonathan - I would suggest that although it would indicate even in this ticket that a fault was found, I think you have to ackowledge it was VERY hard to detect for us. As a customer you were insistant there was a fault, yet when we tested the unit consistantly could not find it. I can aussure you it was not a strategic move, it was simply a method of ensuring that you get further use of an outside warranty unit without it going back and forth to ourselves for another year. Consider it an overhaul. An in warranty fault would never require the replacing of all the writers - but with a unit that is getting on a bit it is harder to match up the writers to make a reliable unit. As I pointed out the priuce of the writers was charged at cost so it was not about making profit from the repair and I can assure you that many more than 2 hours have been spent on it. Do you want to have your old writers put back in the unit if we can get it to perform consistantly on the bench here? Please advise. Nic Ranshaw
Customer - 2006-11-02 16:35:42
Hi Nic. Thanks for the response. For simplicity on all our parts, lets leave the new writers in now that you say fault was found and the new parts have fixed problem. At least we will hopefully be getting a reliable unit back. (The 1 to 21 unit we purchased is great as I mentioned before - not one single failiure to date).
If the 1 to 9 unit performs like this with all it's new bits then let's leave it at that and I will pay the amount you stated in previous correspondence. Please arrange invoice and return unit ASAP.
regards,
Jonathan.
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