[pxl_rip]

edit: after three chat one operator requested a new escalation

Good, you are entitled to "re-escalate" a claim.

Please reply the moment they respond.

I`ve read all this story from the beginning and that`s so interesting . it`s like a kinda series and clicking on next page was exciting each time.

ahahah i've realized that this topic is going so long... but the story is not so happy for me (until now)

[mothered]

edit: after three chat one operator requested a new escalation

Good, you are entitled to "re-escalate" a claim.

Please reply the moment they respond.

I`ve read all this story from the beginning and that`s so interesting . it`s like a kinda series and clicking on next page was exciting each time.

I'm glad you're enjoying yourself.

Most Importantly, It serves as a learning experience.

[pxl_rip]

edit: after three chat one operator requested a new escalation

Good, you are entitled to "re-escalate" a claim.

Please reply the moment they respond.

They replied that already conducted investigation.
But they've requested the carrier for further information about clearance process and whether they could confirm both case and watch in the shipment
For further investigation they would like me to also contact the carrier if they can offer any document or proof that the watch was not inside the case, by clearance process, like x-ray check.
Once confirmed any updates, they'll send me an mail.

And added "On your side, if you confirm any information above, please kindly let us know by replying to this e-mail."

What should I respond or do? Thank you in advance

[mothered]

For further investigation they would like me to also contact the carrier if they can offer any document or proof that the watch was not inside the case, by clearance process, like x-ray check.

^ It's not your responsibility to open an Investigation with the carrier - that's precisely what they're requesting you to do, so disregard It.

As per their reply below, they're Investigating It, hence they can do all the necessary checks.

they've requested the carrier for further information about clearance process and whether they could confirm both case and watch in the shipment

And added "On your side, if you confirm any information above, please kindly let us know by replying to this e-mail."

No need to confirm anything - they're Investigating the matter.

What should I respond or do?

As above.

[pxl_rip]

For further investigation they would like me to also contact the carrier if they can offer any document or proof that the watch was not inside the case, by clearance process, like x-ray check.

^ It's not your responsibility to open an Investigation with the carrier - that's precisely what they're requesting you to do, so disregard It.

As per their reply below, they're Investigating It, hence they can do all the necessary checks.

they've requested the carrier for further information about clearance process and whether they could confirm both case and watch in the shipment

And added "On your side, if you confirm any information above, please kindly let us know by replying to this e-mail."

No need to confirm anything - they're Investigating the matter.

What should I respond or do?

As above.

Just to be sure... This time I'm not going to reply and wait directly for their next email?

If I don't get any communication in the next day I'll get back in touch with them?

[mothered]

Just to be sure... This time I'm not going to reply and wait directly for their next email?

If I don't get any communication in the next day I'll get back in touch with them?

Email them and say that given they're Investigating It with the carrier, there's no reason for you to do the same.

If they argue that point, tell them that you've purchased and claimed through them, not the carrier, therefore all communications will be between you both.

[Threat]

For further investigation they would like me to also contact the carrier if they can offer any document or proof that the watch was not inside the case, by clearance process, like x-ray check.

^ It's not your responsibility to open an Investigation with the carrier - that's precisely what they're requesting you to do, so disregard It.

As per their reply below, they're Investigating It, hence they can do all the necessary checks.

they've requested the carrier for further information about clearance process and whether they could confirm both case and watch in the shipment

And added "On your side, if you confirm any information above, please kindly let us know by replying to this e-mail."

No need to confirm anything - they're Investigating the matter.

What should I respond or do?

As above.

Just to be sure... This time I'm not going to reply and wait directly for their next email?

If I don't get any communication in the next day I'll get back in touch with them?

I've read this story start to finish, just keep going and being persistent with @mothered 's advice. You will get your refund/replacement or chargeback.

[mothered]

just keep going and being persistent

^ This.

Many SEs fail due to not remaining adamant and neglecting to persevere with the claim. Don't think or act along those lines - push reps beyond limit.

[pxl_rip]

^ It's not your responsibility to open an Investigation with the carrier - that's precisely what they're requesting you to do, so disregard It.

As per their reply below, they're Investigating It, hence they can do all the necessary checks.

No need to confirm anything - they're Investigating the matter.

As above.

Just to be sure... This time I'm not going to reply and wait directly for their next email?

If I don't get any communication in the next day I'll get back in touch with them?

I've read this story start to finish, just keep going and being persistent with @mothered 's advice. You will get your refund/replacement or chargeback. 

just keep going and being persistent

^ This.

Many SEs fail due to not remaining adamant and neglecting to persevere with the claim. Don't think or act along those lines - push reps beyond limit.

I surely thank You for the motivation and of course to @mothered for its precious advices.
I will surely not let go this claim and keep to push them to have a success with this SE.

Btw I will always keep this thread updated with every communication so it could serve as well to others in this awesome community.

[mothered]

I surely thank You for the motivation and of course to @mothered for its precious advices.
I will surely not let go this claim and keep to push them to have a success with this SE.

Btw I will always keep this thread updated with every communication so it could serve as well to others in this awesome community.

Well done, you certainly have the right attitude and approach.

It makes all the difference when striving for a successful outcome.