I need the seller to identify the additional pendant cable promised with our UR5e package. The installed one is present. Their replies now call the spare a pendant lead, an extension and an equivalent cable, which is making a missing-item discussion unnecessarily interesting.
Can I see the original item description, with private details removed? Equivalent is not an identification. You need the intended part reference and compatibility confirmed for the supplied package
Ask them to resolve that description into a specific supplied item. A spare replacement and an extension may serve different purposes; don't let those words drift through the exchange as synonyms
Useful context, but the seller still needs to identify the actual item. A promise to cover cable damage does not establish that whichever cable they find will be suitable
Can I ask whether you are waiting only for the spare, or whether this is delaying another acceptance check? It may help to tell support exactly which part of the delivery remains outstanding.
And keep this in the package discrepancy record. Otherwise a general installation ticket can be closed once the robot runs, taking the missing spare issue with it
Only the spare. Main package checks are proceeding separately, and the order discrepancy lists this item as outstanding. Sales originally suggested it for damage replacement.
A replacement purpose is clearer. We once received an extension against a spare request and lost time returning it, so a photograph before dispatch would have helped us.
Photo plus identification, yes. Connector appearance alone cannot establish compatibility, especially where the proposed replacement description has already changed
They sent a loose cable photo with no label and said same function. I've repeated the identification request. This is taking more emails than the arm shipment.
Has the service department been included, or are you still dealing only with sales? I would want their confirmation before accepting the proposed substitution
Service helped in our case because they spotted the different purpose immediately. Sales had simply matched the words pendant and cable in their stock list.
Did service receive the equipment identification as well? Send it privately in the existing exchange so they can make a configuration-specific assessment rather than answering a general cable question.
Yes. Service now has the package identification and original spare promise. They've asked sales where that loose cable came from, which is not reassuring but at least specific.
Fair correction. Service says they cannot establish compatibility from what sales supplied. I've asked for the correctly identified spare or a separately agreed credit; neither is settled.
Record the unresolved identification alongside the outstanding quantity. That explains why receiving any loose cable would not, by itself, close the discrepancy
Please report which route they take. I'm interested in whether service can source the documented spare, since that answer also tells you something useful about future support.