We bought an imported handling package from an unnamed seller through the Alibaba marketplace.
It uses Fairino FR5 for fixture unloading with a machined polymer sleeve in a compact prototype production area and stops intermittently.
My support report has been open for 54 days.
The seller requested more information after receiving my phone video, and I need to understand what would narrow the fault down.
Correct the ticket with that alarm, the unedited clip and the installed versions. Ask which confirmation is missing and who owns the next diagnostic step.
Should I preserve the original report when I correct it? Removing that wording might make it difficult to understand why support's existing replies focused on a drop.
Keep it with a clear correction. Explain that the full clip shows a pre-release wait; that tells support why the investigation needs to change direction.
Our correspondence shows a similar coordination gap. Both contacts refer me back to the other's response, and I can't find an assigned owner for the test.
@GraceArcher0407 The alarm and sequence position improve the report, but the investigation remains incomplete until support identifies the next action.