Yes, case reference outside and inside, and I've sent the serial photo three times now

I wouldn't send it a fourth time without a named person agreeing to do the search. You're paying for this delay in lost use even if nobody has issued a repair bill. Ask who will give you a definite location update.

And whether they can physically identify the pendant, not just your email.

Nina, does the carrier record identify the receiving desk or only the building?

Only the building and a signature, no desk

Then reception may be worth asking directly, with that signature. Service could be searching its own shelves for something reception never passed over.

Isaac, that route makes sense, but Nina should not have to become their internal courier coordinator. I would copy the named service contact into the reception enquiry and ask that person to carry the answer through to the case

Emma, yes. One search owner, several useful search details. Nina already supplied the reference in both places, so another instruction about labelling returns would be particularly irritating here

Service manager has taken it over and says reception logged a parcel against our company with a different case number

Promising. Still need the serial match.

Agreed, I'm waiting for that before telling our team it's found

Could the other number be a replacement enquiry opened alongside the repair?

It was, and their intake photo matches our serial; the parcel got booked against the replacement enquiry instead of the repair case

Good, an actual pendant rather than another tracking screenshot. Ask them to connect the two case numbers so the next person doesn't start the search again.

They're linked now, with an intake number and an assessment contact; thanks Isaac, the reception route finally got us somewhere

Has that contact given you an assessment date, or are you still waiting to learn where you sit in the queue?