We received the main UR5e package. Spare tool cable missing. Seller has promised it for 40 days, then sent a photo of the fitted one. Again
The fitted UR5e tool cable keeps getting counted twice
NadiaAllen0291 · 7 Mar 2026, 13:41 UTC
15 replies
Replying to NadiaAllen0291
One fitted, one spare ordered, no spare received. Put those quantities beside their photograph.
11pointsReplying to NadiaAllen0291
Does the order name the extra cable separately, Nadia? That made the difference in our missing-kit count.
14pointsReplying to ChenBennett0703
And use the cable assembly reference. 'Another cable' invites another misunderstanding.
14pointsReplying to ChenBennett0703
Separate spare line with the reference. Sent that and the receiving count. They have acknowledged the missing extra
4pointsReplying to NadiaAllen0291
Now ask whether it exists in their stock. Our replacement route only became useful once somebody answered availability, not just price.
13pointsReplying to NadiaAllen0291
I would be fed up too, but the photo may be the wrong department answering. Do you have an order contact who can deal with the undelivered line rather than the installed hardware?
17pointsReplying to GabrielBell0627
Gabriel, that would explain the photo but not forty days of promises, so I'd keep the original correspondence with the person taking over rather than begin a fresh polite mystery.
3pointsReplying to SarahBarnes0589
Has anyone given an actual stock answer?
14pointsReplying to JoAli0244
Order contact says unavailable. Technical contact had been answering about the fitted cable. Nobody joined the two conversations
10pointsReplying to NadiaAllen0291
Well, now they can stop photographing it.
15pointsReplying to NadiaAllen0291
Have they offered a refund for the spare line or a definite supply alternative, Nadia? You still need something you can choose.
15pointsReplying to ChenBennett0703
Get the correct replacement cost before choosing a refund. Ours looked generous until delivery was added to the local quote.
15pointsReplying to ChenBennett0703
They offered a refund. Maintenance has confirmed a local replacement reference, but local availability is still being checked. No decision yet
17pointsReplying to NadiaAllen0291
At least the answer now belongs to the missing item. I wouldn't accept a refund just to close the email chain before you know what replacing it involves.
19pointsReplying to NadiaAllen0291
Did the local stock check come back, Nadia?
25pointsDiscussion closed
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