Hey,

I'm not flaired but I work for business class. We have a ticketing system for stuff like this that's universal for the company. In this particular instance, because that representative got lazy, you're going to need an equipment research ticket put in.

The ticket will get sent to some building outside of the call center where they will search the area and check the inventory of all stores, service centers, and other customers to see if it's there.

Make sure you get a ticket number (It should be something like ER123456), and request that the agent takes down your email to notify you if there are no updates. If you don't hear anything in 3 days (please at least give them that long to get back to you, sometimes the ticketing system is backed up), call back and give the reference number.

One other thing, if after a week of bothering with this you still hear nothing; call back up and ask that a message is sent to the person that completed the ticket. Sometimes they get a bit lazy and a direct message or email will give them a chance to look at it a little more closely.

TLDR: Call about it and get an ER number, request you're notified upon completion, call back in three days if you aren't, and if all else fails request a message get's sent to the escalations agent that handled the equipment research ticket.