ImranCarter1001 · 25 Jun 2026, 21:48 UTC
Does the seller recognise their own return agreement, or are you teaching a new inbox the story each time?
8 pointsI'd start with the parcel identity and the controller serial together. We had a service desk searching its equipment list while the receiving desk only knew a carton number. Both were answering honestly, just from different lists. It may not be your problem, but asking which identifier they searched costs little.
12 pointsA delivery trace still matters. The service address isn't proof it reached the repair desk.
22 pointsBruno, sales recognises the agreement. Lin, I supplied serial and parcel reference together; service says neither appears in its intake list. Nora Ali, the delivery record names the receiving address only.
13 pointsAsk who signed for that parcel and which receiving team handled it.
10 pointsI've seen an authorised return wait in general receiving because nobody linked it to the service job, so I'd ask sales to involve receiving directly instead of making Imran forward the same evidence between departments indefinitely.
19 pointsNadia's point is the useful one here: someone at their end has to follow the physical parcel, because another search of an empty service record can't tell Imran where it went.
12 pointsHas the carrier supplied a recipient name now, or only repeated delivered?
24 pointsNora Brooks, a serial search can also miss a transcription error, but yes, I wouldn't make Imran keep doing it while nobody speaks to receiving.
3 pointsKai, the carrier supplied a signed delivery record. Sales has identified the receiving team from it and opened an internal trace; service still has no controller intake to report.
7 pointsAt least the parcel has acquired a human being; has that person actually located it?
-2 pointsYes. Receiving found the carton held under our company name without the service reference. They sent a label photo matching our transport record and say it is being transferred to service.
23 pointsFound, then. Still wait for service to confirm the controller inside.
1 pointsService has confirmed the serial and issued an intake reference. Thank you, Lin and Nadia: asking receiving to link the parcel, rather than resending the fault description, finally located it.
12 pointsGlad it's found; now I would ask what they intend to assess and when they'll report, since the intake number solves the missing parcel but gives you no repair decision.
20 pointsDid they preserve your original fault description with the new intake?
1 pointsFelix, yes, they attached our original report. They reproduced the reported intermittent connection fault on their bench and proposed replacing an internal connector assembly; I've asked for the assessment and repair terms in writing.
18 pointsWill their return test cover the intermittent behaviour described in your report, not just a power-up?
22 pointsKai, that's worth naming in the agreed work scope now, while Imran can still ask what the test actually includes rather than receiving a repaired sticker afterwards.
17 pointsThey supplied the scope and terms, including repeated connection checks against the reported symptom, and we authorised that repair. No completion or return shipment yet; the parcel trace is resolved, the equipment outage isn't.
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