In some instances, we may encounter a WeatherTrak controller displaying as a Pro 3 when it is actually an LC model, or an Opti Flow XR display that is actually a Pro 3. (do not disclose: It is possible that the controller's hardware had information written into it from the warehouse that does not match with what it should be.)
First, use any investigative info or documentation that can help identify what the model actually is. Ex: pictures from contact, or sales order #.
(Requires NetSuite user) Investigate the serial number provided. Compare this to what is in the Salesforce asset record as well as what's in WeatherTrak.net for noting all discrepancies.
Before issuing an RMA or any replacement parts, consult with Tier 2 or a supervisor.