Our FR10 arrived with one crate support displaced and visible damage beside the tool interface cover. I've kept it unpowered and retained the packaging and arrival photos. The seller asks for a power-on video without an assessment procedure. What should I get agreed before anybody treats that as the next step?
Ask for a qualified service assessment of the transport damage before any power test, with a named person and scope. Your photos can help them decide what needs inspecting. A request to see whether it starts isn't an explanation of how they intend to assess it.
I've sent the damaged area, displaced support and wider crate views together. Seller has offered another video call with sales, not a service assessor. We haven't agreed to power it.
Keep the received condition identifiable until the assessor has advised on handling. Do not rearrange the packing just to make the next photograph clearer if that risks disturbing damaged equipment or losing what the support was doing.
Who will arrange the assessor, Jo, and who is expected to pay for the visit? I would settle those separately from the seller's request for more pictures.
Seller says it will arrange an assessment, Farah Ali, but hasn't named a firm. Jane, everything remains as received apart from the external unpacking needed for the original photographs.
Make sure the service request describes impact damage and the displaced support, not simply won't start; a technician booked for a routine operating fault could arrive expecting a very different job.
That wording matters. I'd be rather unimpressed to book time for the proper assessment and have the person arrive carrying the same vague instruction to switch it on for a video.
Has anyone competent to assess this damage reviewed the arrival photographs yet, Jo? A named service contact can give you the next handling instructions without assuming a power test is appropriate.
A local service engineer has reviewed the photographs and proposed an initial unpowered inspection. Seller has confirmed that visit's cost. No repair or powered-test scope agreed from the photos alone.
Booked with a named engineer. The appointment confirmation describes transport impact, the visible cover-area damage and displaced packing support. I have sent the original photos directly to that engineer too.
Please come back with what the inspection finds, Jo. Particularly whether they can assess the damage there or need the package moved to a service facility under their instructions.
Engineer attended. They documented the damaged cover area and advised workshop inspection before any powered testing. We have their condition report and handling requirements. Seller has accepted return for assessment; nothing has been switched on.
Have the receiving service facility acknowledge that condition report with the return reference, so this does not arrive at their bench as an unexplained ordinary return.
Facility has acknowledged the report and return reference. Collection is booked using the engineer's handling requirements, but the package hasn't left us yet. At least we're arranging the right assessment now.
Thanks for posting the actual inspection outcome. I'd keep the collection status just as you've written it when updating the workshop; booking the return doesn't yet tell them when an assessed replacement or repaired unit will be available.