Include the packaging marks and delivery date in one message to the service manager. Ask them to distinguish receipt by their building from intake into assessment. Your planning problem is not yet a repair duration; it is an unaccounted-for component.

Their warehouse found the parcel under our company name, but service still has no serial-linked intake. I've sent the original packing photos to both contacts.

Can warehouse confirm the contents, not only the label on the box?

They have confirmed the serial from the controller now. It was on a returns shelf, not in the inspection queue. Service says it has moved to intake.

Have they issued an assessment reference and a person responsible for it? Located is better, but still leaves the next action owner unclear.

And preserve when each step happened. Otherwise the eventual summary may describe all this time as technical investigation, which would conceal the delay your workshop actually experienced.

Assessment reference received with a named technician. Thanks, Omar; I can finally ask about a specific job instead of forwarding the delivery page again.

The technician has issued findings and a proposed repair with a charge. I have asked for the repair scope and return checks before deciding; finding it did not settle who pays.

Keep approval and return-to-service separate as well; an agreed repair price would not establish the controller passed its checks or that your sorting setup is ready.