Hi Matthew,
I am sorry to hear you have problems with your robcopier. Can you please let me know the serial numbers from the back of the machine one which will start with DUP12345678 and second one will have following format s/n001234)
Kind Regards,
[edited]

DUP8031482W

S/N 007109

thanks

HI Matthew,
Thank you for the details, can you please let me know if the arm go down the spindle like normal but out of the blue the arm stops and goes back up? Or does it physically touch the disc but still unable to pick up the disc? Does it pick it up and then drop it? What is the accompanying error message with each one symptom.
Kind Regards,
[edited]

The arm acts as normal, goes down the spindal correctly, does have contact with the disc but when it tries to lift it can't, itappears to pick them up if the spindal is full, its when half or more have the CD's have been used... so the deeper the arm goes on to collect a Cd the less suk it has??

Hi Matthew,
Are there any error messages or error codes displayed on the screen when arm does not pick the disc?
Kind Regards,
[edited]

no, there seems to be no message related to this error displayed, it just thinks the spindal is empty

Hi Matthew,
That is a bit strange I must say. Are you absolutely sire there are no error messages or codes (like for example E14) on the screen just after arm can't pick the disc?
Kind Regards,
[edited]

The message displayed is
failure to pick up a CD from BIN
(R71)

Hi Matthew,
Please try moving the suction cups down a bit. If that does not help I believe the best thing would be to send it in for repair (please fill in an RMA form that will follow this post shortly and I will authorise return for you if the problem still persists).
Kind Regards,
[edited]

RMA REQ sent

Authorisation sent

Could you tell me what I should do next please?

Hi Matthew,
Please pack the unit in original packaging and send it to the address at the bottom of the paperwork with RMA number.
Kind Regards,
[edited]

thanks for the prompt response Tom, but at the bottom of which paperwork? forgive me missing the obvious.
thanks matt

hmm, you should have a post from 25/11/09 sent arround 1pm with authorisation. I have just re-sent it to be on the safe side.

Could you inform me on the status of our machine please. Thanks matt

Again could i ask for an update on this job pls. I spoke to Tom on 9/12/09 and was told that an eta for the job would be provided withing 24hrs...
Thanks Matt

Hi Matthew, Sorry to take so long getting back to you. It appears your duplicator has a problematic pump. We are trying to see if it can be remedied without getting in a pump from Taiwan. Please bear with us while we try to sort it out for you ASAP. Kind regards, [edited]

Could i have an ETA please, require CD/DVD's very urgently and need to plan.... thanks matt

Hi Matthew, unfortunately we are still awaiting a pump unit from America. As soon as it arrives, we will try to have your unit fixed. Kind regards, [edited]

[edited], Is there any news on the part/repair please? an eta would be much appreciated on either.
Thanks
matt

Hi Matthew, Thank you for being very patient and sorry this is taking so long. We have just received a replacement pump and hope to have it in your machine by wed. If all is well, it should be with you late this week or early next. Kind regards, [edited]

Hi Matthew
We will close the new ticket you opened (3544), just so there's no confusion as to which one to use.
We will send you a loan tower unit today for delivery tomorrow ([edited].
Please accept our apologies for the time your repair is taking, and we will arrange collection of his loan unit once your robotic unit has been repaired.
Kind regards,
[edited]

Hi again
Just confirming we shipped the 1-7 tower unit for delivery tomorrow.
Please keep ALL the packaging (duplicator was double-boxed), so that when it comes time to return it you can pack it exactly as it was delivered, thanks.
Kind regards,
[edited]

We recieved the tower you sent thanks, but it does not perform the same functions as our "un-repaired" tower so is not really any use to us, we cannot save images to burn the label side of the cd/dvd. when will we have ours back? as i understand it you were waiting on a part that surely must have arrived by now... thanks in advance matt.

Hi Matthew, Sorry about all of this. I can (at last) tell you we have your duplicator is up and running through some final tests. We hope to ship it back to you on Monday. Kind regards, [edited]

Hi Matthew
Your unit is now repaired, so we can send it back as soon as we get the 'loan' unit back here.
Please pack the loan unit up EXACTLY as it was shipped (ie with all internal packaging, and the second (double) box as well).
I can then book Interlink to collect it tomorrow, and we can then send your robotic unit back for delivery to you on thursday.
In order to book the collection for tomorrow please confirm ASAP that the unit will be ready (I need to book the collection by 9.30am tomorrow).
Kind regards,
[edited]

Great news, The unit you sent to us is packaged and ready for collection.

thanks
matt

Hi Matt
Thanks - please ensure it's double boxed etc just as it was delivered.
I have booked Interlink Express to collect it from you between 11-4pm today. Please give me a call [edited] if they've not been by 4pm, thanks very much.
Kind regards,
[edited]

[edited],
Thanks for the info, I will ensure it leaves us today. I have direct contact with our local interlink depot/driver so it shouldn’t be a problem.

Regards
Matt

Hi Matt
We got back the loan unit (thanks, beautifully boxed I must say! :)).
So we have shipped your unit today for delivery to you tomorrow. Please take all care when unpacking so as to not affect the alignment etc.
And please accept our apologies again for the length of time it took to get your unit repaired.
Please note this ticket will now be closed, thanks.
Kind regards,
[edited]

Hi Matt,
As per our telephone conversation earlier today - we will collect your robocopier on Monday and deliver tower Lightscribe duplicator at this same time. Please pack the unit in its original packaging and confirm the collection/delivery address ([edited]. We will do our best to have the unit repaired as soon as it is possible. Kind Regards,
[edited]

Tom, no problem. address is correct. all will be ready.
Matt

Hi Matt
Just confirming that we've sent the loan unit (1-11 tower this time) for delivery on monday.
The courier (Interlink) should also collect the Robotic unit at the same time (please let me know if they don't, thanks).
Kind regards,
[edited]