Talk to the counter desk

Yes. Collection is available during business hours and is the reason the counter exists. Book the collection when the enquiry is confirmed so that the carton is sealed and labelled before you arrive, and bring the counter reference with you. If someone else is collecting on your behalf, send the name in advance and the desk will release the goods against that name.

Where both variants are on the tray, a sample pair normally leaves the counter on the same working day. If one variant has to be assembled or terminated first, the desk will tell you the expected date in its reply rather than after the order is placed. Sample pairs are drawn from production stock, so the unit you test is the unit you would receive in a bulk order.

Include the counter reference from the original carton, the part code, the date the unit was installed and a short description of the failure. A photograph of the housing and the cable tail helps the desk decide whether a swap can be issued immediately or whether the unit needs a written assessment. Swapped units carry the remainder of the original warranty period and are logged against the same reference.