Hello, I have [device] in Lisbon that occasionally shows [observed issue], under [known conditions / unknown conditions]. Which conditions can you observe, how is the scope agreed, and which scenarios cannot be covered? Can the report distinguish reproduced issues, issues not reproduced within the agreed scope and untested cases? If the issue does not appear during testing, what status is recorded at return, and would further observation or other work require a separate arrangement? I will not dismantle the device or perform additional actions to reproduce it. This is an enquiry about testing and return only; non-reproduction is not treated as repair, and repairs are not authorised.
