Hi Samuel, sorry to hear you are experiencing difficulty with your robotic duplicator. So we can get this problem resolved ASAP, can you please confirm that the slow copying happens with master discs that you have successfully copied before?

Hi, thank you for your reply.

I can confirm that the slow copying is happening with master discs we have used before. (We have also tried new masters too but this makes no difference).

Samuel

Hi Sam,
Unfortunately it sounds like your machine has developed a hardware fault that is slowing down the burn process of your discs. In order to get this resolved effectively the unit would have to come back to us for repair. I will send you an RMA request now, and ensure we find a speedy resolution to the problem. Kind Regards, [edited]

RMA REQ SENT

AUTHORISATION SENT

Thanks.

I don't have the original packaging as the copier box was huge! What can I do?

I am thinking it may be easier for me to bring the item to you mysefl (despite the 2 hour journey).

What do you suggest?

Hi Samuel,
Well we have two options really. You can either bring the unit to us and we'll sort the error for you or (depending on how confident you are with computer parts) we can send you 3 replacement drives via courier and you can swap-out the drives yourself? The only thing I wouldn't recommend is sending the unit via a courier without its original packaging. Untold damage could occur in transit that could leave the unit completely inoperable. Let me know how you'd like to proceed. Kind Regards, [edited]

Hi,

If you could send out the new drives to us that would be fantastic. We are fairly confident we could fit them.

Please let me know a timescale for this.

Thank you for your help.

Samuel.

Sure Samuel, that won't be a problem. I'll arrange for the drives to be sent out to you ASAP.

Hi,

Any news on when the drives will be sent out?

Cheers,
Samuel.

Hi Samuel,
It seems there may have been a miscommunication! I'm afraid we are not able to send you replacement drives until we receive the faulty ones back for testing. If you could send them, attaching the RMA number to the outside of the packaging we can send you new drives as soon as they arrive and the fault confirmed.
Kind Regards, [edited]

Hi Samuel
Just confirming we've sent you 3 new drives today for delivery on monday.
Please note this ticket will now be closed, thanks.
Kind regards,
[edited]

Hi,

New drives have been received today. Unfortunately, they were not sent along with the holders/brackets that we sent out with the original faulty drives. This means we can't re-fit/fix them to the CD-copier!

Can you arrange for the 3 brackets/holders to be sent through to us asap? (We've now been 3 weeks without a functioning copier!).

Thanks

Hi Samuel
Oops - you are correct. I have now sent the brackets and screws out for delivery tomorrow - sorry about that!
Kind regards,
[edited]

Hi,

We have fitted the new drives but the slow copying problem remains. It takes 20 minites or so to copy 5 discs (and these discs do not contain much data and are the same as we have always used).

Regretably the device is not working as it did originally and, due to the nature of my business, I am not able to keep returning it for repair.

I would like to return the item to you (which, due to it's size, I will have to personally make a day-trip to you to return it) and would ask for a full refund on the product.

It's such a shame as it was working perfectly for about a month and significantly reduced our workload.

I look forward to hearing back.

Samuel.

Hi Sam - I replied to this last week, but my words seem to have been deleted. What I suggest is, that you come down to greenwich on a day of your choice. Leave the duplicator with us, and we will get to the bottom of the problem and have it ready for you a few hours later. If we cant fix it then we will give you an exchange unit, under the terms of the return to base repair or replace warranty that comes with the unit. Let us know via this ticket when you can make it. be aware that greenwich has over 90 pubs and eating establishments and makes for a very nice day out on a sunny day. Kind regards, [edited].

Hi,

Ok, that sounds like the best solution. We plan to bring the unit down to you next Wednesday (30/5/08) - would this be ok?

We will aim to get it to you for 10am and will spend the day in Greenwich so that you can fix and return it to us the same day.

Please confirm that this is ok.

Many thanks,

Samuel.

Hi Samuel,
When you come and visit us on Wednesday, could you please bring a copy of your master discs? We would like to run a few checks through on the discs as well as the machine.
Kind Regards,
[edited]

Hi [edited],

Unfortunately it's me again! Our robo-copier which we brought down to you 30th April is now copying blank discs. Not every disc is blank but sometimes it does a whole batch of blanks, or sometimes it's just the odd one or 2 within a batch. We've checked all of the master discs and these are ok. We have received lots of complaints from our customers and initially thought we'd just sent out blanks by mistake. But we've now run several test copy batches on the robocopier and it's definitely copying significant numbers of blanks. I WANT A REFUND!!!!! It's costing my company a fortune in refunds and I cannot afford to make ANOTHER 11-hour driving trip down to London again.

PLEASE can you just refund it and lets be done with this. I am totally fed up!

Samuel.

Hi Samuel. I understand your frustration. Equally I suspect that the problem you are having is local to yourselves, ie with the discs you are using or something with your process. Please advise what discs you are using? We will continue to support the product under the terms of the 1 years return to base warranty. Please be aware that 98% of duplication problems are resulting from problems with the Media and NOT the hardware. Please try some alternative media, try reducing the burn speed, and if this does not resolve the situation we will arrange to get the duplicator back, and give you a loan unit whilst we try and discover what is causing your problem. Kind regards, [edited].

Not acceptable. Forget it, the CD-Copier is going to the scrap heap and I'll be making sure that as many people know about this as possible.

Samuel.

Samuel. As a company we are dedicated to ensuring customer satisfaction. We do everything possible to meet this end. I am offering to help you resolve the problem you are experiencing with your unit. We are trying to help. I am sorry that you consider the only way forward is for you to bad mouth us. Fortunately 99.9% of of our customers are fully satisfied and over 60% of our customers are repeat customers. Whilst I understand your frustrations at not being able to meet the needs of your customers and I am trying to offer you a route forward to find a solution. Kind regards, [edited]

Hi [edited],

Thank you for your further response. Let's just leave it. There's no way I'm doing the 11-hour round-trip to bring it back to you again and the device is too large for us to pack and deliver.

I'll put it down to experience.

We've checked CD-ROMs etc that we use and even brought these to you last month for you to check and you found it that the problems arent connected with them.

There's no way forward so just leave it.

Thanks anyway.

Samuel... we can send you a box to pack it in. There is always a way forward. Best regards.