Details
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Type:
Ext Doors & Windows (4 weeks)
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Status: Complete
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Priority:
Manager escalations
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Resolution: Completed
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Labels:None
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Responsibility:RTM
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Hire_or_Retail:Retail
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Serial:AT012363/06
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Model:Status
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Year:2015
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ID Number:AS9543/5041 AUTH CODE 009 (Atlas Authority)
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Status Colour:
Complete
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Stock_Number:31451
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Times Scheduled:4
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Park_Company:Durdle Door Caravan Park
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Park_Postcode:BH20 5PU
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Park_Contact:Janine Hocking
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Park_Phone:01929400200
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Park_Email:Janine.Hocking@lulworth.com
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Park_Code:DURD01
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Park_Key_Account:Yes
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SLA Status:
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SLA: Open Jobs Overdue Status:
Description
NOTE: Sarah advised that Mrs Jauncey has a history of taking things legal as she has done this more recently with Regal.
1. |
Update Customer |  |
Complete | Adrienne Barwell (Inactive) | |
2. |
Update Customer | |
Complete | elliew |
Activity
| Transition | Time In Source Status | Execution Times | Last Executer | Last Execution Date | |||||
|---|---|---|---|---|---|---|---|---|---|
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44m 24s | 1 | Adrienne Barwell (Inactive) | 26/Aug/15 12:48 PM | |||||
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5m 42s | 1 | Adrienne Barwell (Inactive) | 26/Aug/15 1:07 PM | |||||
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2s | 1 | Adrienne Barwell (Inactive) | 26/Aug/15 1:07 PM | |||||
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1s | 1 | Adrienne Barwell (Inactive) | 26/Aug/15 1:07 PM | |||||
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42d 20h 53m | 1 | Adrienne Barwell (Inactive) | 08/Oct/15 10:06 AM | |||||
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14d 4h 26m | 1 | Adrienne Barwell (Inactive) | 22/Oct/15 2:32 PM | |||||
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1m 41s | 1 | Adrienne Barwell (Inactive) | 17/Dec/15 10:06 AM | |||||
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66d 1h 4m | 3 | debbieb | 05/Jan/16 12:44 PM | |||||
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23h 26m | 2 | debbieb | 05/Jan/16 12:48 PM | |||||
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13d 21h 45m | 3 | Adrienne Barwell (Inactive) | 12/Jan/16 2:57 PM | |||||
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17d 2h 58m | 2 | Adrienne Barwell (Inactive) | 28/Jan/16 4:44 PM | |||||
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5m 7s | 3 | Adrienne Barwell (Inactive) | 28/Jan/16 4:44 PM | |||||
|
2h 7m | 2 | Adrienne Barwell (Inactive) | 28/Jan/16 4:44 PM | |||||
|
17s | 3 | Adrienne Barwell (Inactive) | 28/Jan/16 4:44 PM |
made changes -
| Park_Contact |
made changes -
| Park_Contact |
| Status | Resolved [ 5 ] | Complete [ 6 ] |
| Status | Engineer Scheduled [ 10000 ] | Resolved [ 5 ] |
| Resolution | Completed [ 1 ] |
| Times Scheduled | 3 | 4 |
| Status | Worksheet Issued [ 10004 ] | Engineer Scheduled [ 10000 ] |
| Plot |
| Status | Acknowledged [ 10005 ] | Worksheet Issued [ 10004 ] |
| Assignee | Ellie W [ temp ] | Adrienne Barwell [ adrienne ] |
Hide
Adrienne Barwell (Inactive)
added a comment -
Permalink
Mr and Mrs Jauncey are turning up tomorrow and hopefully all will be well.
Show
Adrienne Barwell (Inactive)
added a comment - Mr and Mrs Jauncey are turning up tomorrow and hopefully all will be well.
| Status | Submitted [ 10001 ] | Acknowledged [ 10005 ] |
I have phoned Di from Durdle Door she has advised that the Ellbee engineer has turned up today and has found the cause of the leak and rectified the issue.
Show
Adrienne Barwell (Inactive)
added a comment - I have phoned Di from Durdle Door she has advised that the Ellbee engineer has turned up today and has found the cause of the leak and rectified the issue.
I have spoken to Vanessa at Atlas she has advised that Ellbee went out before and advised that this ingress was due to extreme whether conditions and that there was nothing wrong with their product. Vanessa has advised them that there is an issue with the window and they have agreed to re-attend this week.
Show
Adrienne Barwell (Inactive)
added a comment - I have spoken to Vanessa at Atlas she has advised that Ellbee went out before and advised that this ingress was due to extreme whether conditions and that there was nothing wrong with their product. Vanessa has advised them that there is an issue with the window and they have agreed to re-attend this week.
I have phoned to speak to Vanessa but she is out of the office and due back in about 10 mins I will give her another call later
Show
Adrienne Barwell (Inactive)
added a comment - I have phoned to speak to Vanessa but she is out of the office and due back in about 10 mins I will give her another call later
Attached emails from regarding this matter.
Show
Debbie Bartlett (Inactive)
added a comment - Attached emails from regarding this matter.
| Attachment | RE ALH661- RE-OPEN.msg [ 109003 ] |
I have called Atlas about this, Vanessa didn't seem to know a great deal about Mrs Jauncey and her previous van issues so I spoke to Emma she has said that Debbie had already submitted this to her yesterday and she reported this to LB - LB have said that it is the winds coming from the beach blowing the water into the window which is causing the ingress. I have reported the problem exactly as Di from Durdle Door had worded it in her email and asked that she re-submits this into LB with some degree of urgency as this will need to be dealt with quickly due to Mrs Jauncey's history with rejecting vans. Awaiting Emma's response
Show
Ellie W (Inactive)
added a comment - I have called Atlas about this, Vanessa didn't seem to know a great deal about Mrs Jauncey and her previous van issues so I spoke to Emma she has said that Debbie had already submitted this to her yesterday and she reported this to LB - LB have said that it is the winds coming from the beach blowing the water into the window which is causing the ingress. I have reported the problem exactly as Di from Durdle Door had worded it in her email and asked that she re-submits this into LB with some degree of urgency as this will need to be dealt with quickly due to Mrs Jauncey's history with rejecting vans. Awaiting Emma's response
| Assignee | Adrienne Barwell [ adrienne ] | Ellie W [ temp ] |
| Priority | Critical [ 24 ] | Manager escalations [ 10000 ] |
I have asked Ellie to get involved with this issue again, as she has background on the unit and managed to get the ball rolling so fast last time.
Show
Adrienne Barwell (Inactive)
added a comment - I have asked Ellie to get involved with this issue again, as she has background on the unit and managed to get the ball rolling so fast last time.
| Attachment | update to site.png [ 108974 ] |
| Status | Reopened [ 4 ] | Submitted [ 10001 ] |
| Attachment | screenshot-15.png [ 108864 ] |
| Attachment | email 05-01-16.png [ 108863 ] |
I have reopened this issue as Di at Durdle Door has emailed to submit an issue and its the same as this old one. Screen shots attached.
Show
Debbie Bartlett (Inactive)
added a comment - I have reopened this issue as Di at Durdle Door has emailed to submit an issue and its the same as this old one. Screen shots attached.
| Status | Complete [ 6 ] | Reopened [ 4 ] |
| Resolution | Completed [ 1 ] | |
| Status | Reopened [ 4 ] | Complete [ 6 ] |
| Attachment | completion.png [ 108445 ] |
| Resolution | Completed [ 1 ] | |
| Status | Complete [ 6 ] | Reopened [ 4 ] |
| Status | Resolved [ 5 ] | Complete [ 6 ] |
| Status | Engineer Scheduled [ 10000 ] | Resolved [ 5 ] |
| Resolution | Completed [ 1 ] |
I will close this issue
Show
Adrienne Barwell (Inactive)
added a comment - I will close this issue
Claire has advised:
Hi Adrienne,
It seems that the chap came yesterday.
The report says that the beading round the door has been removed, cleaned and replaced with some silicon. It also says that can’t do anything else due to the weather.
We will monitor this and ensure there are no further leaks. I will contact you if there are.
Hi Adrienne,
It seems that the chap came yesterday.
The report says that the beading round the door has been removed, cleaned and replaced with some silicon. It also says that can’t do anything else due to the weather.
We will monitor this and ensure there are no further leaks. I will contact you if there are.
Show
Adrienne Barwell (Inactive)
added a comment - Claire has advised:
Hi Adrienne,
It seems that the chap came yesterday.
The report says that the beading round the door has been removed, cleaned and replaced with some silicon. It also says that can’t do anything else due to the weather.
We will monitor this and ensure there are no further leaks. I will contact you if there are.
| Attachment | update from Durdle Door.png [ 106427 ] |
I have spoken to reception but the lady I needed to speak with was not available. I have therefore e-mailed an update over to her.
claire.meakin@lulworth.com
claire.meakin@lulworth.com
Show
Adrienne Barwell (Inactive)
added a comment - I have spoken to reception but the lady I needed to speak with was not available. I have therefore e-mailed an update over to her.
claire.meakin@lulworth.com
| Attachment | Update to site.png [ 106400 ] |
| Times Scheduled | 2 | 3 |
| Status | Worksheet Issued [ 10004 ] | Engineer Scheduled [ 10000 ] |
| Work Scheduled | 19/Oct/15 | 16/Nov/15 |
| Plot |
| Status | Acknowledged [ 10005 ] | Worksheet Issued [ 10004 ] |
Atlas have confirmed that Ellbee will be attending this week, I have tried to ring Durdle Door but it is engaged. I will try again in a second
Show
Adrienne Barwell (Inactive)
added a comment - Atlas have confirmed that Ellbee will be attending this week, I have tried to ring Durdle Door but it is engaged. I will try again in a second
| Responsibility | Manufacturer Attending [ 10045 ] | RTM [ 10043 ] |
| Status | Submitted [ 10001 ] | Acknowledged [ 10005 ] |
Atlas advise that their engineer went last week and the water coming through the glass panes of the door, so they have referred to Ellbee. Emma at at Atlas will chase for a schedule date.
Show
Adrienne Barwell (Inactive)
added a comment - - edited Atlas advise that their engineer went last week and the water coming through the glass panes of the door, so they have referred to Ellbee. Emma at at Atlas will chase for a schedule date.
| Priority | Agreed Date [ 26 ] | Critical [ 24 ] |
| Status | Reopened [ 4 ] | Submitted [ 10001 ] |
I have chased Vanessa at Atlas for a progress report for this issue, awaiting response
Show
Adrienne Barwell (Inactive)
added a comment - I have chased Vanessa at Atlas for a progress report for this issue, awaiting response
Called Di at Durdle Door to tell her that someone will call her tomorrow with an update from Atlas, Mrs Jauncey does not know about the water ingress yet and so I have asked her to hold off calling her until we know when Atlas will be attending.
I will leave a note with Claire for her to call Atlas tomorrow afternoon if they do not call first so that Di @ Durdle Door can tell her the problem but immediately give her a date that they will be attending.
I will leave a note with Claire for her to call Atlas tomorrow afternoon if they do not call first so that Di @ Durdle Door can tell her the problem but immediately give her a date that they will be attending.
Show
Ellie W (Inactive)
added a comment - Called Di at Durdle Door to tell her that someone will call her tomorrow with an update from Atlas, Mrs Jauncey does not know about the water ingress yet and so I have asked her to hold off calling her until we know when Atlas will be attending.
I will leave a note with Claire for her to call Atlas tomorrow afternoon if they do not call first so that Di @ Durdle Door can tell her the problem but immediately give her a date that they will be attending.
| Attachment | Email to atlas - re-submission of warranty.png [ 105721 ] |
| Attachment | Re-submission of Warranty 9.11.15.png [ 105720 ] |
Emma has called back to say that her engineers are in the area this week however they have two big jobs and have a full run, she said that she will call them to ask them for a progress update tomorrow afternoon and update us as to whether they can go down to Mrs Jauncey's van to rectify the issue.
I will submit a new claim into Atlas and I have asked that Emma updates Claire,
I will also give Di at Durdle Door a call to let her know what is going on with this so she is able to update Mrs Jauncey
I will submit a new claim into Atlas and I have asked that Emma updates Claire,
I will also give Di at Durdle Door a call to let her know what is going on with this so she is able to update Mrs Jauncey
Show
Ellie W (Inactive)
added a comment - Emma has called back to say that her engineers are in the area this week however they have two big jobs and have a full run, she said that she will call them to ask them for a progress update tomorrow afternoon and update us as to whether they can go down to Mrs Jauncey's van to rectify the issue.
I will submit a new claim into Atlas and I have asked that Emma updates Claire,
I will also give Di at Durdle Door a call to let her know what is going on with this so she is able to update Mrs Jauncey
Had another call from Durdle door regarding Mrs Jauncey's van as there is water collecting around the front doors.
I have called Atlas and Emma has said that I will need to re-report this,
I have asked when they will schedule someone to look at this as she has a history of taking legal action and rejecting her van. Emma has said she will speak to Vanessa when she is back from the factory to get a date of when they will be attending.
I have called Atlas and Emma has said that I will need to re-report this,
I have asked when they will schedule someone to look at this as she has a history of taking legal action and rejecting her van. Emma has said she will speak to Vanessa when she is back from the factory to get a date of when they will be attending.
Show
Ellie W (Inactive)
added a comment - Had another call from Durdle door regarding Mrs Jauncey's van as there is water collecting around the front doors.
I have called Atlas and Emma has said that I will need to re-report this,
I have asked when they will schedule someone to look at this as she has a history of taking legal action and rejecting her van. Emma has said she will speak to Vanessa when she is back from the factory to get a date of when they will be attending.
| Resolution | Completed [ 1 ] | |
| Status | Complete [ 6 ] | Reopened [ 4 ] |
| Status | Resolved [ 5 ] | Complete [ 6 ] |
| Status | Engineer Visit Rescheduled [ 10010 ] | Resolved [ 5 ] |
| Resolution | Completed [ 1 ] |
I have phoned Mrs Jauncey and she has advised that the engineers have carried out the repair and have also sorted out the door so that it is secure. She has advised that it wasn't the correct door clip but it has done the job.
Mrs Jauncey has advised that the only thing left outstanding is the replacement oven door. I have advised that I will look into this for her.
Mrs Jauncey has advised that the only thing left outstanding is the replacement oven door. I have advised that I will look into this for her.
Show
Adrienne Barwell (Inactive)
added a comment - I have phoned Mrs Jauncey and she has advised that the engineers have carried out the repair and have also sorted out the door so that it is secure. She has advised that it wasn't the correct door clip but it has done the job.
Mrs Jauncey has advised that the only thing left outstanding is the replacement oven door. I have advised that I will look into this for her.
I have spoken to Vanessa this morning and she has confirmed that her engineers will stay and the van and complete the outstanding work today.
Show
Adrienne Barwell (Inactive)
added a comment - I have spoken to Vanessa this morning and she has confirmed that her engineers will stay and the van and complete the outstanding work today.
I have told Mrs Jauncey to call us tomorrow when the work on her van has been completed and I'm sure she will contact us if there is a problem I did tell her I wouldn't be in tomorrow so she would need to speak to someone else.
Emma has advised that she has sent out a shoot bolt and it will be at the park before 9am tomorrow.
Mrs Jauncey's mobile number is 07840933944
Emma has advised that she has sent out a shoot bolt and it will be at the park before 9am tomorrow.
Mrs Jauncey's mobile number is 07840933944
Show
Ellie W (Inactive)
added a comment - - edited I have told Mrs Jauncey to call us tomorrow when the work on her van has been completed and I'm sure she will contact us if there is a problem I did tell her I wouldn't be in tomorrow so she would need to speak to someone else.
Emma has advised that she has sent out a shoot bolt and it will be at the park before 9am tomorrow.
Mrs Jauncey's mobile number is 07840933944
| Attachment | Shoot Bolt.jpg [ 104288 ] |
Attached a picture of the shoot bolt which Carl requires to make the doors secure
Show
Ellie W (Inactive)
added a comment - Attached a picture of the shoot bolt which Carl requires to make the doors secure
Left a message on Mrs Jauncey's answer phone so that I can update her, Emma has said that they are going back to the job to complete it tomorrow.
Colin who is the head engineer has gone over to their show room to take a shoe bolt out of the holiday home and send it down to the park tomorrow before 10am.
If not, I will get someone to take one out of a van at Bridport and deliver it to the site.
I have called back Jason and left a message to update him and I have called Rob at Durdle Door to let him know that I have also sorted this out.
Everyone is Happy! Woo!
Colin who is the head engineer has gone over to their show room to take a shoe bolt out of the holiday home and send it down to the park tomorrow before 10am.
If not, I will get someone to take one out of a van at Bridport and deliver it to the site.
I have called back Jason and left a message to update him and I have called Rob at Durdle Door to let him know that I have also sorted this out.
Everyone is Happy! Woo!
Show
Ellie W (Inactive)
added a comment - Left a message on Mrs Jauncey's answer phone so that I can update her, Emma has said that they are going back to the job to complete it tomorrow.
Colin who is the head engineer has gone over to their show room to take a shoe bolt out of the holiday home and send it down to the park tomorrow before 10am.
If not, I will get someone to take one out of a van at Bridport and deliver it to the site.
I have called back Jason and left a message to update him and I have called Rob at Durdle Door to let him know that I have also sorted this out.
Everyone is Happy! Woo!
I have suggested to Mrs Jauncey that one of our engineers could take the part out of an Atlas van here to go and make her doors secure however she has said that the doors need to be taken out and put back in and re-sealed.
She wants all of the work on the doors to be done at once,
I have called Emma @ Atlas and asked whether she can authorise for me to send one of our engineers down there to rectify the issue however she has said she does not have the authority to do this.
She has spoken to Colin who is their head engineer, and he is going to speak to Karl and Phil who are working on the van. As far as she is aware they are going back there tomorrow to complete the job however Mrs Jauncey has not been told this hence her frustration at the whole issue.
I have told Emma that the lack of communication from the Atlas engineers is not acceptable and is largely the reason she is being particularly difficult
She wants all of the work on the doors to be done at once,
I have called Emma @ Atlas and asked whether she can authorise for me to send one of our engineers down there to rectify the issue however she has said she does not have the authority to do this.
She has spoken to Colin who is their head engineer, and he is going to speak to Karl and Phil who are working on the van. As far as she is aware they are going back there tomorrow to complete the job however Mrs Jauncey has not been told this hence her frustration at the whole issue.
I have told Emma that the lack of communication from the Atlas engineers is not acceptable and is largely the reason she is being particularly difficult
Show
Ellie W (Inactive)
added a comment - I have suggested to Mrs Jauncey that one of our engineers could take the part out of an Atlas van here to go and make her doors secure however she has said that the doors need to be taken out and put back in and re-sealed.
She wants all of the work on the doors to be done at once,
I have called Emma @ Atlas and asked whether she can authorise for me to send one of our engineers down there to rectify the issue however she has said she does not have the authority to do this.
She has spoken to Colin who is their head engineer, and he is going to speak to Karl and Phil who are working on the van. As far as she is aware they are going back there tomorrow to complete the job however Mrs Jauncey has not been told this hence her frustration at the whole issue.
I have told Emma that the lack of communication from the Atlas engineers is not acceptable and is largely the reason she is being particularly difficult
Jason has called me to say that he has had the park manager at Durdle Door on the phone to him, Mrs Jauncey is unhappy that the Atlas engineers have been sent out there and have not been allocated enough time or been given the correct parts. Jason suggested that I call Mrs Jauncey to ensure she is a bit happier and that I explain the situation to her.
I have called Mrs Jauncey and firstly apologised that she is unhappy, she seems to think that there has been a miscommunication somewhere along the line and I have said that I will call Atlas to push them for a date which they will return.
I have called Jason to let him know the conversation I have had with her, I have now spoken to Karl who is the engineer working on the van and asked him to send me a picture of the part which he requires to complete the patio doors job as she is unhappy that the doors are insecure and will not keep her possessions safe when she shuts the van down for the winter this weekend.
I have asked whether if Linda takes the part off of one of the vans at Bridport if he could fit it however it seems to be the case that he would not have the time to do both windows and the door therefore I will ask if Steve has the time to do this tomorrow and we can take the parts out of one of our vans here
I have called Mrs Jauncey and firstly apologised that she is unhappy, she seems to think that there has been a miscommunication somewhere along the line and I have said that I will call Atlas to push them for a date which they will return.
I have called Jason to let him know the conversation I have had with her, I have now spoken to Karl who is the engineer working on the van and asked him to send me a picture of the part which he requires to complete the patio doors job as she is unhappy that the doors are insecure and will not keep her possessions safe when she shuts the van down for the winter this weekend.
I have asked whether if Linda takes the part off of one of the vans at Bridport if he could fit it however it seems to be the case that he would not have the time to do both windows and the door therefore I will ask if Steve has the time to do this tomorrow and we can take the parts out of one of our vans here
Show
Ellie W (Inactive)
added a comment - Jason has called me to say that he has had the park manager at Durdle Door on the phone to him, Mrs Jauncey is unhappy that the Atlas engineers have been sent out there and have not been allocated enough time or been given the correct parts. Jason suggested that I call Mrs Jauncey to ensure she is a bit happier and that I explain the situation to her.
I have called Mrs Jauncey and firstly apologised that she is unhappy, she seems to think that there has been a miscommunication somewhere along the line and I have said that I will call Atlas to push them for a date which they will return.
I have called Jason to let him know the conversation I have had with her, I have now spoken to Karl who is the engineer working on the van and asked him to send me a picture of the part which he requires to complete the patio doors job as she is unhappy that the doors are insecure and will not keep her possessions safe when she shuts the van down for the winter this weekend.
I have asked whether if Linda takes the part off of one of the vans at Bridport if he could fit it however it seems to be the case that he would not have the time to do both windows and the door therefore I will ask if Steve has the time to do this tomorrow and we can take the parts out of one of our vans here
Vanessa confirmed engineer will attend this week, they are doing a 3 day job at Winkleigh so I have advised Carol at park it is likely that the earliest will be Thursday. - she will advise owner Mrs Jauncey
Show
Karen Watson (Inactive)
added a comment - Vanessa confirmed engineer will attend this week, they are doing a 3 day job at Winkleigh so I have advised Carol at park it is likely that the earliest will be Thursday. - she will advise owner Mrs Jauncey
I have received an e-mail from Durdle Door which I have forwarded to Vanessa
Show
Adrienne Barwell (Inactive)
added a comment - I have received an e-mail from Durdle Door which I have forwarded to Vanessa
| Attachment | screenshot-14.jpg [ 102983 ] |
I have sent Vanessa an e-mail confirming our converstaion today
Show
Adrienne Barwell (Inactive)
added a comment - I have sent Vanessa an e-mail confirming our converstaion today
| Priority | Manager escalations [ 10000 ] | Agreed Date [ 26 ] |
| Times Scheduled | 1 | 2 |
| Status | Engineer Scheduled [ 10000 ] | Engineer Visit Rescheduled [ 10010 ] |
| Work Scheduled | 31/Aug/15 | 19/Oct/15 |
| Plot |
Ellie Updated the site and confirmed w/c 19th
Show
Adrienne Barwell (Inactive)
added a comment - Ellie Updated the site and confirmed w/c 19th
I have spoken to Vanessa, and she has advised that she would like to her own team on engineers to check the windows and they will come armed with window foam.
Ellie will ring the site and update them
Ellie will ring the site and update them
Show
Adrienne Barwell (Inactive)
added a comment - I have spoken to Vanessa, and she has advised that she would like to her own team on engineers to check the windows and they will come armed with window foam.
Ellie will ring the site and update them
Katrina has called me back and said that she doesn't have a chargeable order for this sealant either, I have mentioned that we do have an authorisation code however Katrina doesn't seem to think that they would have authorised this. I have asked that Vanessa calls me back as I think she would be more likely to know about this.
Show
Ellie W (Inactive)
added a comment - Katrina has called me back and said that she doesn't have a chargeable order for this sealant either, I have mentioned that we do have an authorisation code however Katrina doesn't seem to think that they would have authorised this. I have asked that Vanessa calls me back as I think she would be more likely to know about this.
Carol @ Durdle Door has called to suggest that we have some foam or other parts on order for this so that all of the windows and doors can be taken out of the van and resealed and put back in.
It seems that these parts have not been ordered however I have asked Emma and Vanessa @ Atlas to look into this for me as they seem to have authorised this.
I will wait for Atlas to come back to me as there are not any parts on order and shall ring Carol back with an update later today - 01929400200
It seems that these parts have not been ordered however I have asked Emma and Vanessa @ Atlas to look into this for me as they seem to have authorised this.
I will wait for Atlas to come back to me as there are not any parts on order and shall ring Carol back with an update later today - 01929400200
Show
Ellie W (Inactive)
added a comment - Carol @ Durdle Door has called to suggest that we have some foam or other parts on order for this so that all of the windows and doors can be taken out of the van and resealed and put back in.
It seems that these parts have not been ordered however I have asked Emma and Vanessa @ Atlas to look into this for me as they seem to have authorised this.
I will wait for Atlas to come back to me as there are not any parts on order and shall ring Carol back with an update later today - 01929400200
Moved this issue to Managers Escalations
Show
Adrienne Barwell (Inactive)
added a comment - Moved this issue to Managers Escalations
| Priority | High [ 23 ] | Manager escalations [ 10000 ] |
| Attachment | Email from & reply to park.jpg [ 101868 ] |
JUst came across an email from Carol dated 13.09.15 which suggests not resolved however last note indicates park were going to get resolved locally and invoice us. Queried this with Carol.
Show
Karen Watson (Inactive)
added a comment - JUst came across an email from Carol dated 13.09.15 which suggests not resolved however last note indicates park were going to get resolved locally and invoice us. Queried this with Carol.
| Description | NOTE: Sarah advised that Mrs Jauncey has a history of taking things legal as she has done this previously with Regal. | NOTE: Sarah advised that Mrs Jauncey has a history of taking things legal as she has done this more recently with Regal. |
| Description | NOTE: Sarah advised that Mrs Jauncey has a history of taking things legal as she has done this previously with Regal. |
Carol at park called about this issue. Mrs Jauncey has been on to them and is threatening legal proceedings is this is not resolved post haste. Carol says they have a local guy who can deal with this and is seeking authorisation to instruct him to proceed. Checked with Ade and she authorised park to get local man to sort out - advised Carol. Also followed up with email to her confirming this and sent email to Vanessa at Atlas explaining all and requested she confirm her agreement to action taken and give authorisation number.
Show
Karen Watson (Inactive)
added a comment - - edited Carol at park called about this issue. Mrs Jauncey has been on to them and is threatening legal proceedings is this is not resolved post haste. Carol says they have a local guy who can deal with this and is seeking authorisation to instruct him to proceed. Checked with Ade and she authorised park to get local man to sort out - advised Carol. Also followed up with email to her confirming this and sent email to Vanessa at Atlas explaining all and requested she confirm her agreement to action taken and give authorisation number.
Mrs Jauncey called about other issues and has said she will discuss this particular issue with Rob at the park.
Show
Karen Watson (Inactive)
added a comment - Mrs Jauncey called about other issues and has said she will discuss this particular issue with Rob at the park.
| Attachment | screenshot-13.jpg [ 100928 ] |
Hello Adrienne,
Rob has called me to say that Mr & Mrs Jauncey have expressed concern about the doors on their Atlas Status. Tony the local door and window man recently resealed the front doors and has put silicone all round them but the customers as not keen on the look of the clear silicone and are worried that the doors have not been correctly bedded in as the foam sealer has not been replaced. Tony believes that they are water tight and should not give them any problems but the customers minds are not at ease about this at all. In addition to this the exterior doors needed adjusting which Tony has done but they are now saying that these are bowed.
As you will appreciate the customers are very worried about water ingress having previously rejected two holiday homes for that reason. Rob is also keen that this situation is resolved quickly so it is not allowed to become a big issue. Tony would be willing to re-do the job if provided with the new foam but do Atlas wish him to do this or will they send an engineer themselves or would they want us to do this? Would you kindly contact Atlas as a matter of urgency and let Rob know asap what is going to happen next, when he can expect a visit, and from whom, so he can update his customers please.
Many thanks for your help.
Kind Regards,
Linda.
Rob has called me to say that Mr & Mrs Jauncey have expressed concern about the doors on their Atlas Status. Tony the local door and window man recently resealed the front doors and has put silicone all round them but the customers as not keen on the look of the clear silicone and are worried that the doors have not been correctly bedded in as the foam sealer has not been replaced. Tony believes that they are water tight and should not give them any problems but the customers minds are not at ease about this at all. In addition to this the exterior doors needed adjusting which Tony has done but they are now saying that these are bowed.
As you will appreciate the customers are very worried about water ingress having previously rejected two holiday homes for that reason. Rob is also keen that this situation is resolved quickly so it is not allowed to become a big issue. Tony would be willing to re-do the job if provided with the new foam but do Atlas wish him to do this or will they send an engineer themselves or would they want us to do this? Would you kindly contact Atlas as a matter of urgency and let Rob know asap what is going to happen next, when he can expect a visit, and from whom, so he can update his customers please.
Many thanks for your help.
Kind Regards,
Linda.
Show
Adrienne Barwell (Inactive)
added a comment - Hello Adrienne,
Rob has called me to say that Mr & Mrs Jauncey have expressed concern about the doors on their Atlas Status. Tony the local door and window man recently resealed the front doors and has put silicone all round them but the customers as not keen on the look of the clear silicone and are worried that the doors have not been correctly bedded in as the foam sealer has not been replaced. Tony believes that they are water tight and should not give them any problems but the customers minds are not at ease about this at all. In addition to this the exterior doors needed adjusting which Tony has done but they are now saying that these are bowed.
As you will appreciate the customers are very worried about water ingress having previously rejected two holiday homes for that reason. Rob is also keen that this situation is resolved quickly so it is not allowed to become a big issue. Tony would be willing to re-do the job if provided with the new foam but do Atlas wish him to do this or will they send an engineer themselves or would they want us to do this? Would you kindly contact Atlas as a matter of urgency and let Rob know asap what is going to happen next, when he can expect a visit, and from whom, so he can update his customers please.
Many thanks for your help.
Kind Regards,
Linda.
| Attachment | screenshot-12.jpg [ 100927 ] |
| Attachment | screenshot-11.jpg [ 100925 ] |
Message from Linda:
Hello Adrienne,
I called at the park today and Rob mentioned that their chap has resealed the windows and door and made sure that there is plenty of sealant to prevent any water ingress but that he had mentioned that the foam which beds the windows in was squashed on one side and that he suspected that was how the water was getting in and that the foam should be replaced. Rob seemed to think it would be as well to leave it as it is now and see what happens, if there is further water ingress then he feels that the window foam sealer should be replaced.
Kind Regards,
Linda.
Hello Adrienne,
I called at the park today and Rob mentioned that their chap has resealed the windows and door and made sure that there is plenty of sealant to prevent any water ingress but that he had mentioned that the foam which beds the windows in was squashed on one side and that he suspected that was how the water was getting in and that the foam should be replaced. Rob seemed to think it would be as well to leave it as it is now and see what happens, if there is further water ingress then he feels that the window foam sealer should be replaced.
Kind Regards,
Linda.
Show
Adrienne Barwell (Inactive)
added a comment - Message from Linda:
Hello Adrienne,
I called at the park today and Rob mentioned that their chap has resealed the windows and door and made sure that there is plenty of sealant to prevent any water ingress but that he had mentioned that the foam which beds the windows in was squashed on one side and that he suspected that was how the water was getting in and that the foam should be replaced. Rob seemed to think it would be as well to leave it as it is now and see what happens, if there is further water ingress then he feels that the window foam sealer should be replaced.
Kind Regards,
Linda.
Updated Vanessa
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Adrienne Barwell (Inactive)
added a comment - Updated Vanessa
| Attachment | screenshot-10.jpg [ 100118 ] |
| Attachment | screenshot-9.jpg [ 100117 ] |
I have phoned Carol at Durdle Door to check that the contractor has been organised. She advised that he is looking at the unit now. I have asked to contact me once he has come back to them in case I need Atlas to action anything further. She has promised to call me.
Show
Adrienne Barwell (Inactive)
added a comment - I have phoned Carol at Durdle Door to check that the contractor has been organised. She advised that he is looking at the unit now. I have asked to contact me once he has come back to them in case I need Atlas to action anything further. She has promised to call me.
I have forwarded the e-mail from the owner of the unit to Vanessa at Atlas
Show
Adrienne Barwell (Inactive)
added a comment - I have forwarded the e-mail from the owner of the unit to Vanessa at Atlas
Rob has sent a message received from the customer:
Hi Rob
Re: your visit yesterday
A bit more bad news, taking readings this morning the right side of the window also has a reading of 42% and a piece of kitchen roll is wet when put on carpet. We can't see any obvious point of entry but the carpet is soaked.
The decking has no build up of water even in the severe conditions of this mornings rain. The right door has a draft coming in top but no sign of wet.
The caravan is not keeping out rain at this point rendering it not fit for purpose.
Thank you for your swift response to the problem and your ongoing support, let's hope a speedy resolution can be found.
Heather and Bill
Hi Rob
Re: your visit yesterday
A bit more bad news, taking readings this morning the right side of the window also has a reading of 42% and a piece of kitchen roll is wet when put on carpet. We can't see any obvious point of entry but the carpet is soaked.
The decking has no build up of water even in the severe conditions of this mornings rain. The right door has a draft coming in top but no sign of wet.
The caravan is not keeping out rain at this point rendering it not fit for purpose.
Thank you for your swift response to the problem and your ongoing support, let's hope a speedy resolution can be found.
Heather and Bill
Show
Adrienne Barwell (Inactive)
added a comment - Rob has sent a message received from the customer:
Hi Rob
Re: your visit yesterday
A bit more bad news, taking readings this morning the right side of the window also has a reading of 42% and a piece of kitchen roll is wet when put on carpet. We can't see any obvious point of entry but the carpet is soaked.
The decking has no build up of water even in the severe conditions of this mornings rain. The right door has a draft coming in top but no sign of wet.
The caravan is not keeping out rain at this point rendering it not fit for purpose.
Thank you for your swift response to the problem and your ongoing support, let's hope a speedy resolution can be found.
Heather and Bill
| Attachment | screenshot-8.jpg [ 100110 ] |
Rob has chased Linda Amor for an update, I have sent an update to Rob and a copy of the e-mail sent to Carol yesterday. I have asked Rob to contact me if he requires any further action from ourselves
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Adrienne Barwell (Inactive)
added a comment - Rob has chased Linda Amor for an update, I have sent an update to Rob and a copy of the e-mail sent to Carol yesterday. I have asked Rob to contact me if he requires any further action from ourselves
| Attachment | screenshot-7.jpg [ 100097 ] |
| Times Scheduled | 0 | 1 |
| Status | Worksheet Issued [ 10004 ] | Engineer Scheduled [ 10000 ] |
| Work Scheduled | 31/Aug/15 | |
| Plot |
| Status | Parts Recieved [ 10003 ] | Worksheet Issued [ 10004 ] |
| Status | Parts ordered [ 3 ] | Parts Recieved [ 10003 ] |
| Plot |
| Status | Acknowledged [ 10005 ] | Parts ordered [ 3 ] |
Atlas Authority AUTH CODE 009 This must be quoted on the invoice to Atlas
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Adrienne Barwell (Inactive)
added a comment - Atlas Authority AUTH CODE 009 This must be quoted on the invoice to Atlas
| ID Number | AS9543/5041 | AS9543/5041 AUTH CODE 009 (Atlas Authority) |
| Attachment | screenshot-6.jpg [ 100049 ] |
| Status | Submitted [ 10001 ] | Acknowledged [ 10005 ] |
| Attachment | screenshot-5.jpg [ 100048 ] |
| ID Number | AS9543/5041 |
Rang for Rob but he is not available so have given authority to Carol to get Tony Hatfield to attend. I will confirm this in an e-mail to Carol.
Show
Adrienne Barwell (Inactive)
added a comment - Rang for Rob but he is not available so have given authority to Carol to get Tony Hatfield to attend. I will confirm this in an e-mail to Carol.
| Status | Open [ 1 ] | Submitted [ 10001 ] |
| Attachment | screenshot-4.jpg [ 100046 ] |
I have e-mailed the warranty over to Vanessa she has phoned to confirm that the site can get their window guy in and she will send through an authorisation
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Adrienne Barwell (Inactive)
added a comment - I have e-mailed the warranty over to Vanessa she has phoned to confirm that the site can get their window guy in and she will send through an authorisation
| Attachment | screenshot-3.jpg [ 100042 ] |
| Stock_Number | 31451 |
| Serial | AT012636/06 | AT012363/06 |
| Attachment | ATL-2152.doc [ 100039 ] |
I have forwarded Darren Langston's e-mail to Vanessa
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Adrienne Barwell (Inactive)
added a comment - I have forwarded Darren Langston's e-mail to Vanessa
| Attachment | screenshot-2.jpg [ 100036 ] |
Forward the e-mail to Vanessa
Show
Adrienne Barwell (Inactive)
added a comment - Forward the e-mail to Vanessa
I have received an e-mail from Linda Amor and Darren Langston have asked me to report this to Vanessa.
Show
Adrienne Barwell (Inactive)
added a comment - I have received an e-mail from Linda Amor and Darren Langston have asked me to report this to Vanessa.
| Attachment | screenshot-1.jpg [ 100035 ] |
| Field | Original Value | New Value |
|---|---|---|
| Park_Postcode | BH20 5PU | |
| Park_Email | durdle.door@lulworth.com | |
| Park_Phone | 1929400200 | |
| Park_Code | DURD01 | |
| Park_Key_Account | No | |
| Park_Address2 | Lulworth Cove | |
| Park_City | Wareham | |
| Park_Address | Durdle Door Caravan Park |