Our FR10 sorting cell is still down while its controller is somewhere after delivery to the seller's service address in China. I sent it under their return agreement and kept the transport record. After 38 days they have not confirmed intake or inspection. Can I get the item located before discussing replacement costs?
Ask service to trace the controller by serial against the return agreement and delivery receipt. A parcel scan does not identify what their technician received.
Include the packaging marks and delivery date in one message to the service manager. Ask them to distinguish receipt by their building from intake into assessment. Your planning problem is not yet a repair duration; it is an unaccounted-for component.
Their warehouse found the parcel under our company name, but service still has no serial-linked intake. I've sent the original packing photos to both contacts.
And preserve when each step happened. Otherwise the eventual summary may describe all this time as technical investigation, which would conceal the delay your workshop actually experienced.
Assessment reference received with a named technician. Thanks, Omar; I can finally ask about a specific job instead of forwarding the delivery page again.
The technician has issued findings and a proposed repair with a charge. I have asked for the repair scope and return checks before deciding; finding it did not settle who pays.
Keep approval and return-to-service separate as well; an agreed repair price would not establish the controller passed its checks or that your sorting setup is ready.