[Jail_Bird]

I'll have to move it up to the higher department and they will get back to you in few hours. and they said I shouldn't do anything now.

What does this mean?

They've simply escalated your claim to a senior level, which (under the circumstances) Is part of company protocol.

Should I plan for boxing them now or what is to be expected?

No, do not take any action as yet. For all you know, they may respond with a refund/replacement.

Wait for their reply.

How does the story sound? I tried to not say obviously the "health&security" reasons, but rather hide it in the content.