Hi Steven,
To solve the problem with robotic arm please shut the unit down and remove power cable. Wight power cable unplugged please manually lift and lower the robotic arm few times. Then with the arm in its top position please turn it left and right few times as well (you should be able to make nearly full turn). In the terms of the faulty drive - can you use this drive to copy the data? We will trey to reload the firmware of your machine. If you could please let me know your current version (firmware version will be displayed on the top right hand corner of the screen it will look like B.32 or something like that) I will get back to you with relevant file and instructions.
Kind Regards,
[edited]

Hello [edited],

I've unpacked the duplicator and tried what you suggested but the Robotic arm will not calibrate. It just sticks in the same position and comes up with an error message. Please can I send this back and have it repaired?? I cant be without it any longer !!!!

Thanks
Steven

Hi Steven,
Please fill in an RMA request that will follow this post shortly and I will authorise return for you.
Kind Regards,
[edited]

RMA REQ sent

Can you please send another RMA Request as I accidentally closed the Window...

thanks
Steven

Hi Steven,
Can you please let me know the serial number of your unit (white sticker with the serial number [which will look like 001234] can be found on the back of the unit).
Thank you in advance
[edited]

Its all packed away again now [edited]!

The machine is currently at my home and not here at work. Do I need to unpack it again for this serial number?

Thanks
Steven

Serial number allows us to link item to the correct RMA, don't worry of the machine is already packed up. Your authorisation is [edited] (separate post with paperwork has been sent to you few seconds ago.
Kind Regards,
[edited]

Hi
Just confirming we have sent you a tower duplicator to use whilst we still have your robotic unit (as discussed with my colleagues).
Please note we have shipped it in a second outer box, please ensure when it comes time to return it you pack it exactly as it's delivered (ie the duplicator in it's box, and then that box inside the larger box with the extra packaging).
Thanks very much,
Kind regards
[edited]

Hi Steven, You'll be pleased to hear we are shipping your robocopier tomorrow (Fri) for delivery on Monday. We DO apologise for the length of time this has taken and understand the inconvenience of it all. We will arrange collection of the tower copier after you have received the robo and are happy with its repair. Kind regards, [edited]

Hi Steven
Just confirming we've shipped the unit (and some free discs) for delivery to you on monday.
Please take all care when unpacking it so the alignment etc is maintained.
Please confirm once you're ready for us to arrange to collect the tower duplicator, and as per previous message please ensure it's boxed up exactly as it was sent (ie double boxed, with all internat packaging intact).
Thanks very much,
[edited]

Hi Steven
Please confirm if we can book the courier to collect the loan unit you have?
Please ensure it's boxed exactly as it was delivered, ie in it's box with all packaging, then that box inside the larger box with extra packaging.
Please cross out the original courier barcode on the outer box.
Let me know if we can book the courier for tomorrow (thursday) or friday. I need to book it by 10am for same-day collection, thanks.
Kind regards,
[edited]

Hi [edited]

Sorry for the late reply.
The machine will be ready for collection on Friday from the top offices here.

It is in perfect condition and in the packaging exactly as it was.

Thank you.
My robocopier is up and running again and working 100%.

Shame it took so long !!

Cheers
Steve

Hi Steven
Great, thanks, I've now booked Interlink to collect between 10-4pm today.
Very glad to hear the Robo is doing what it should - and apologies again for the length of time it took to get back to you.
Kind regards,
[edited]