I need an intake acknowledgement before I can even ask about repair time. We returned our FR10 controller to the seller's confirmed service address, carrier says delivered, and the seller now asks me to describe the fault again. Our tray-loading lessons are on hold. Has anyone untangled a return stuck between sales and service?
Our return went into general receiving because the outside label had the sales contact on it. It sat there while service waited for a parcel. Did your return agreement include a service reference that was actually on the box?
Then I'd ask that contact to get receiving to identify the parcel against your carrier record. Another fault description won't locate it. They may need the carton dimensions or weight to distinguish it from other returns.
They've replied that service has no controller under our company name. Nothing about receiving. I'll send the package details in the same exchange so this doesn't become another separate conversation.
Ask them to search the sender name on the transport label too. Was it your college or the freight company? Their stock system may not care whose order number you wrote on the side.
Any luck with that sender name? Ours was booked through a local agent, so receiving knew the agent and service knew us. Two apparently missing parcels turned out to be the same box.
Serial number. Include it in the search request if you recorded it before return. Have they identified any unit, or are they still only saying your company name is absent?
A photo from receiving showing the unit label would help join this up. I'd want that privately, though; no need to scatter your equipment details across the forum while they're finding it.
The frustrating bit is that delivered and booked into service are separate events. Ask for the person responsible for the handoff between them. Somebody needs to own that gap.
Agreed. I've told the course lead it's located, not coming back yet. Service has promised an initial assessment next week; I'm keeping the manual tray exercise on the timetable.
That's a more honest timetable than ours was. We pencilled the robot back in as soon as the box surfaced and then had to cancel twice. Hope the actual diagnosis is less painful than reception.