Hi Sharon,
I'm very sorry you have had to wait so long for a response to your ticket! We pride ourselves on our customer service, but admit in this instance it has been completely unacceptable. We hope you accept our sincere apologies for any inconvenience caused.
With regards to the servicing of your duplication towers: They are actually very difficult machines to "service". The only way to really keep the machines burning successfully is to ensure any inkjet disc printing is done AFTER the data has been burnt. This stops ink vapour getting into the drives and blocking the mechanisms/lenses. There are also lens cleaners available, which all contribute to helping the machine run for as long as it can. However, short of replacing all the DVD drives with newer versions, there isn't anything more specific we could do to ensure your machine lives longer. If you have any questions of queries, please contact me directly on [edited]. Many apologies once again, [edited]

After waiting three weeks for a quote on servicing our machines, you have now just sent me an RMA request!
You also didn't notice that we ordered 2 brand new machines from you because we couldn't wait any longer.
Not the ideal way to get more business from one of your customers!

hi Sharon, I will need to speak to my engineer in regards to this. [edited]

Hi, I would appreciate your response asap as we would like to get these serviced soon (we are in a quiet period at the moment). Please can you let me know today?
Thanks
Sharon