Details
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Type:
Exterior Panels (8 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:Manufacturer Attending
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Plot:LV2 Mr Hughes
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Serial:AT009925/04
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Model:Lilac Lodge
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Year:2013
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Size:40x20
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Status Colour:
Complete
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Order No:AS9228/5035
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Stock_Number:29055
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Times Scheduled:1
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Park_Company:Trevella Caravan Park
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Park_Postcode:TR8 5EW
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Park_Contact:Karen
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Park_Phone:01637 830308 // Kurt's direct line 01637 830307
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Park_Email:rob.lomas@trevella.co.uk or sales Karen.Keyte@trevella.co.uk]
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Park_Code:TREV06
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Park_Key_Account:Yes
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SLA Status:
Issue Links
- FF-depends on
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GW-720
exterior cladding is splitting and a lot of sap is coming out
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- Complete
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- Same Van
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CHARGE-3433
touch up” pen for cladding - Can- excel colour Sierra - Park PO no TV02210
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- Complete
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GW-3385
Lounge carpet needs replacing
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- Complete
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Activity
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Adrienne Barwell (Inactive)
added a comment -
Permalink
work carried out
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Adrienne Barwell (Inactive)
added a comment - work carried out
Updated Josh
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Adrienne Barwell (Inactive)
added a comment - Updated Josh
Josh has now asked if we have been given any silicone with the cladding, I don't know the answer to this as Vanessa just advised that she was sorting the cladding kit for me. I have phoned ECS and left a message asking if they had provided the correct colour silicone with the cladding and I am currently awaiting their response.
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Adrienne Barwell (Inactive)
added a comment - Josh has now asked if we have been given any silicone with the cladding, I don't know the answer to this as Vanessa just advised that she was sorting the cladding kit for me. I have phoned ECS and left a message asking if they had provided the correct colour silicone with the cladding and I am currently awaiting their response.
Trevella are getting the decking removed tomorrow
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Adrienne Barwell (Inactive)
added a comment - Trevella are getting the decking removed tomorrow
I have e-mailed the site to see if this can be removed or dismantled - awaiting response
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Adrienne Barwell (Inactive)
added a comment - I have e-mailed the site to see if this can be removed or dismantled - awaiting response
Steve has advised that there is decking on two sides of this unit which will need to be removed, I wasn't aware that there was any decking, the pictures do not show this. It also has two site boxes which need to be removed.
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Adrienne Barwell (Inactive)
added a comment - Steve has advised that there is decking on two sides of this unit which will need to be removed, I wasn't aware that there was any decking, the pictures do not show this. It also has two site boxes which need to be removed.
I have confirmed with Josh that accommodation is sorted on the site for Tuesday and Wednesday night and that ECS will deliver the cladding on Tuesday morning direct to the site.
Josh has confirmed he has transport for the guys and that he will provide money for food for them.
Josh has confirmed he has transport for the guys and that he will provide money for food for them.
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Adrienne Barwell (Inactive)
added a comment - I have confirmed with Josh that accommodation is sorted on the site for Tuesday and Wednesday night and that ECS will deliver the cladding on Tuesday morning direct to the site.
Josh has confirmed he has transport for the guys and that he will provide money for food for them.
I have e-mailed Josh asking him to confirm which day they are going to start the repair so I can update the site
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Adrienne Barwell (Inactive)
added a comment - I have e-mailed Josh asking him to confirm which day they are going to start the repair so I can update the site
work to be carried out week commencing the 26th
Josh has advised that Darren has not mentioned the cladding job to him
Josh has advised that Darren has not mentioned the cladding job to him
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Adrienne Barwell (Inactive)
added a comment - work to be carried out week commencing the 26th
Josh has advised that Darren has not mentioned the cladding job to him
Claire has chased this issue and Katrina has advised that it is the factory ready to get cut and collected by the end of the week
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Adrienne Barwell (Inactive)
added a comment - Claire has chased this issue and Katrina has advised that it is the factory ready to get cut and collected by the end of the week
International timber called, they were expecting Darren to be at the unit. They advised that they had inspected the timber and who ever had fitted it had not secured it at the bottom, which was causing the issue. He said it looked okay to him and was painted nicely. The gentleman started asking me how the timber was secured to the unit, so I advised that I would call him back with our engineer.
Steve phoned Patrick back and confirmed that we had only fitted four new planks to this unit and during the Summer the wood had moved and curled upwards. We were informed that it looked okay today and you could not see the difference in the colour either.
Steve discussed the timber with Patrick who again advised that this was due to a fitting issue and the wood should have been secured at the bottom as well. He said he would finish his inspection and report back to his head office.
Steve phoned Patrick back and confirmed that we had only fitted four new planks to this unit and during the Summer the wood had moved and curled upwards. We were informed that it looked okay today and you could not see the difference in the colour either.
Steve discussed the timber with Patrick who again advised that this was due to a fitting issue and the wood should have been secured at the bottom as well. He said he would finish his inspection and report back to his head office.
Show
Adrienne Barwell (Inactive)
added a comment - International timber called, they were expecting Darren to be at the unit. They advised that they had inspected the timber and who ever had fitted it had not secured it at the bottom, which was causing the issue. He said it looked okay to him and was painted nicely. The gentleman started asking me how the timber was secured to the unit, so I advised that I would call him back with our engineer.
Steve phoned Patrick back and confirmed that we had only fitted four new planks to this unit and during the Summer the wood had moved and curled upwards. We were informed that it looked okay today and you could not see the difference in the colour either.
Steve discussed the timber with Patrick who again advised that this was due to a fitting issue and the wood should have been secured at the bottom as well. He said he would finish his inspection and report back to his head office.
Timber company would like to visit Wed 7th at 8.0am. I have updated Rob, and confirmed that we are still carrying out the reclad in canexel but Atlas are hoping that they can get a contribution from the timber company
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Adrienne Barwell (Inactive)
added a comment - Timber company would like to visit Wed 7th at 8.0am. I have updated Rob, and confirmed that we are still carrying out the reclad in canexel but Atlas are hoping that they can get a contribution from the timber company
Katrina has confirmed that she is ordering the parts now, she asked me to confirm the serial number which I have done
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Adrienne Barwell (Inactive)
added a comment - Katrina has confirmed that she is ordering the parts now, she asked me to confirm the serial number which I have done
I have e-mailed Vanessa requesting that she orders the cladding ASAP and also gets an order in for the corners. I have confirmed our conversation that we are committed to carrying out this repair w/c 23.09.16
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Adrienne Barwell (Inactive)
added a comment - I have e-mailed Vanessa requesting that she orders the cladding ASAP and also gets an order in for the corners. I have confirmed our conversation that we are committed to carrying out this repair w/c 23.09.16
Rob from Trevella has chased for an update.
I have spoken to Darren and have responded to Rob that we cannot bring the schedule date forward due to lawns and Beaulieau and do not which to agree to bringing it forward and not being able to deliver
I have spoken to Darren and have responded to Rob that we cannot bring the schedule date forward due to lawns and Beaulieau and do not which to agree to bringing it forward and not being able to deliver
Show
Adrienne Barwell (Inactive)
added a comment - Rob from Trevella has chased for an update.
I have spoken to Darren and have responded to Rob that we cannot bring the schedule date forward due to lawns and Beaulieau and do not which to agree to bringing it forward and not being able to deliver
I have spoken to Vanessa, she has confirmed that she can provide the cladding within our timescales ( I have advised that we will be attending w/c 23/09/16 Vanessa has advised that she can get the cladding within 48 hours from order, but the corners need to made in house which due to the trade shows will take longer. Vanessa still feels that this can be achieved
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Adrienne Barwell (Inactive)
added a comment - I have spoken to Vanessa, she has confirmed that she can provide the cladding within our timescales ( I have advised that we will be attending w/c 23/09/16 Vanessa has advised that she can get the cladding within 48 hours from order, but the corners need to made in house which due to the trade shows will take longer. Vanessa still feels that this can be achieved
Updated Darren will go back to him tomorrow once Vanessa has called me back with the answers to my questions
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Adrienne Barwell (Inactive)
added a comment - Updated Darren will go back to him tomorrow once Vanessa has called me back with the answers to my questions
Vanessa will come back to me by tomorrow with the details as requested. She said that she spoke to Andy Innes about a contribution towards the cost and he wasn't very interested. Vanessa is going to pursue the timber company for a contribution
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Adrienne Barwell (Inactive)
added a comment - Vanessa will come back to me by tomorrow with the details as requested. She said that she spoke to Andy Innes about a contribution towards the cost and he wasn't very interested. Vanessa is going to pursue the timber company for a contribution
I have spoken to Emma at Atlas, Vanessa is at work today and has got my message and will ring me back before the end of the day
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Adrienne Barwell (Inactive)
added a comment - I have spoken to Emma at Atlas, Vanessa is at work today and has got my message and will ring me back before the end of the day
No response from Vanessa, tried to ring Atlas again
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Adrienne Barwell (Inactive)
added a comment - No response from Vanessa, tried to ring Atlas again
I cannot get through to Atlas, it keeps going to answerphone, I have text Vanessa asking her to give me a call
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Adrienne Barwell (Inactive)
added a comment - I cannot get through to Atlas, it keeps going to answerphone, I have text Vanessa asking her to give me a call
I have spoken to Darren I will ring Vanessa on Monday, she is away this week to establish how long it will take to get the canexel from Atlas. if more than a couple of weeks we will get else where but will need to know the colour of it.
I also need to know if the canexel is a different depth to the wood cladding. (this is due to the fitting of the windows etc) If there is a difference we will need to pack out the canexel with timber/ board
I also need to know if the canexel is a different depth to the wood cladding. (this is due to the fitting of the windows etc) If there is a difference we will need to pack out the canexel with timber/ board
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Adrienne Barwell (Inactive)
added a comment - I have spoken to Darren I will ring Vanessa on Monday, she is away this week to establish how long it will take to get the canexel from Atlas. if more than a couple of weeks we will get else where but will need to know the colour of it.
I also need to know if the canexel is a different depth to the wood cladding. (this is due to the fitting of the windows etc) If there is a difference we will need to pack out the canexel with timber/ board
Darren has agreed to re-clad this unit in canexel, he has confirmed this with Rob at Trevella. (This is being done at a cost to Surf Bay) Darren has requested from Vanessa that we have a contribution from Atlas
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Adrienne Barwell (Inactive)
added a comment - Darren has agreed to re-clad this unit in canexel, he has confirmed this with Rob at Trevella. (This is being done at a cost to Surf Bay) Darren has requested from Vanessa that we have a contribution from Atlas
Rob has sent an email asking for an update, phoned Darren, he has advised he is at Head office tomorrow and will be finding out tomorrow what is going on, emailed Rob
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Claire Folland
added a comment - Rob has sent an email asking for an update, phoned Darren, he has advised he is at Head office tomorrow and will be finding out tomorrow what is going on, emailed Rob
I have spoken to Darren Milson and he is waiting for Atlas ( Andy/ Bruce ) as soon as they come back he will be in touch.
I will call Kurt back to update him had to leave a message on the voice mail as no answer on main no .
I will call Kurt back to update him had to leave a message on the voice mail as no answer on main no .
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Lorraine Pryor (Inactive)
added a comment - - edited I have spoken to Darren Milson and he is waiting for Atlas ( Andy/ Bruce ) as soon as they come back he will be in touch.
I will call Kurt back to update him had to leave a message on the voice mail as no answer on main no .
Kurt have called from the park asking for an update, looking at the above notes Ade has put that they are waiting for Andy Inns to return from leave on the 10.08.16, I have spoken to our warranty ladies and they haven't heard anything so I will speak to Darren Milsom to see if he can speak to Atlas/ Andy so we can update the park
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Lorraine Pryor (Inactive)
added a comment - Kurt have called from the park asking for an update, looking at the above notes Ade has put that they are waiting for Andy Inns to return from leave on the 10.08.16, I have spoken to our warranty ladies and they haven't heard anything so I will speak to Darren Milsom to see if he can speak to Atlas/ Andy so we can update the park
Updated Darren Milsom
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Adrienne Barwell (Inactive)
added a comment - Updated Darren Milsom
Darren Langston has confirmed to Rob at Trevella that nothing more can be done until 10th August when the Director comes back from annual leave. The delay is due to asking for it to be re clad in canexcel.
Rob has confirmed that he will update the customer
Rob has confirmed that he will update the customer
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Adrienne Barwell (Inactive)
added a comment - Darren Langston has confirmed to Rob at Trevella that nothing more can be done until 10th August when the Director comes back from annual leave. The delay is due to asking for it to be re clad in canexcel.
Rob has confirmed that he will update the customer
Darren from Atlas has confirmed that this matter has now been escalated to Andy Innes, however he is not back in the office until 10th. No further action will be taken until he returns.
I have advised Darren that I will be on holiday on 10th and that any updates will need to be directed to Darren Milsom in my absence.
I have advised Darren that I will be on holiday on 10th and that any updates will need to be directed to Darren Milsom in my absence.
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Adrienne Barwell (Inactive)
added a comment - Darren from Atlas has confirmed that this matter has now been escalated to Andy Innes, however he is not back in the office until 10th. No further action will be taken until he returns.
I have advised Darren that I will be on holiday on 10th and that any updates will need to be directed to Darren Milsom in my absence.
I have phoned Rob and discussed the likely hood of his customer accepting this unit being re-clad in timber, he said that this is very unlikely and he thinks that they should be offering canexel.
I have explained that I am trying to get some answers from Atlas but they are not very forth coming at present.
Rob and I will keep each other posted with any updates received from Atlas regarding this issue
I have explained that I am trying to get some answers from Atlas but they are not very forth coming at present.
Rob and I will keep each other posted with any updates received from Atlas regarding this issue
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Adrienne Barwell (Inactive)
added a comment - I have phoned Rob and discussed the likely hood of his customer accepting this unit being re-clad in timber, he said that this is very unlikely and he thinks that they should be offering canexel.
I have explained that I am trying to get some answers from Atlas but they are not very forth coming at present.
Rob and I will keep each other posted with any updates received from Atlas regarding this issue
Darren Langston has phoned regarding the lodge. He advised me that Vanessa is on with the timber company. I advised that I spoke to Vanessa yesterday who said she was passing this back to him to make a decision on and she thought it was out of her range as Customer care manager.
Darren advised that it will need to be passed to Andy Innes who is on holiday until the 10th.
I have confirmed to Darren that I have no update from Vanessa, due to her saying she was going to discuss this with him yesterday. Darren has advised that Rob keeps e-mailing him for an update.
Darren advised that it will need to be passed to Andy Innes who is on holiday until the 10th.
I have confirmed to Darren that I have no update from Vanessa, due to her saying she was going to discuss this with him yesterday. Darren has advised that Rob keeps e-mailing him for an update.
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Adrienne Barwell (Inactive)
added a comment - Darren Langston has phoned regarding the lodge. He advised me that Vanessa is on with the timber company. I advised that I spoke to Vanessa yesterday who said she was passing this back to him to make a decision on and she thought it was out of her range as Customer care manager.
Darren advised that it will need to be passed to Andy Innes who is on holiday until the 10th.
I have confirmed to Darren that I have no update from Vanessa, due to her saying she was going to discuss this with him yesterday. Darren has advised that Rob keeps e-mailing him for an update.
I spoke to Vanessa about this one yesterday and she has advised that she is passing it back to Darren Langston to make the decision on. I will give him a chase then contact Rob at Trevella with an update
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Adrienne Barwell (Inactive)
added a comment - I spoke to Vanessa about this one yesterday and she has advised that she is passing it back to Darren Langston to make the decision on. I will give him a chase then contact Rob at Trevella with an update
Rob is chasing for an update, I have advised that I have spoken with Vanessa and also forwarded our engineers photographs and notes. I have confirmed that Vanessa will be speaking to the timber supplier regarding the bowing wood and she will then get back to me.
Once I have had a response I will update him.
Once I have had a response I will update him.
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Adrienne Barwell (Inactive)
added a comment - Rob is chasing for an update, I have advised that I have spoken with Vanessa and also forwarded our engineers photographs and notes. I have confirmed that Vanessa will be speaking to the timber supplier regarding the bowing wood and she will then get back to me.
Once I have had a response I will update him.
Adrienne Barwell added a comment - 15/Jul/16 3:29 PM
" Hi Rob
Many thanks for your efforts on our behalf, Sylvia has to fly home on Tuesday so I have instructed her to put this in the hands of our solicitor with all the relevant issues with the lodge we have had which are to numerous to mention as I don't have much hope of a quick solution given past experiences.
Kind regards
Pete
I have spoken to Vanessa, she hasn't had the outcome of the visit to site from her engineer yet, I have said that I will forward photographs to her. I have explained that although the customer is not happy with the painting of the cladding because it is not exactly the same colour the real issue is that the cladding is bowing out by 1/8th of an inch on the sides that the sun hit the unit.
Vanessa thinks that she might be able to get somewhere with the timber supplier as it not being fit for purpose. It should be able to withstand the sunshine.
I have advised that I will send this through to her by e-mail so that she can look into it and response.
" Hi Rob
Many thanks for your efforts on our behalf, Sylvia has to fly home on Tuesday so I have instructed her to put this in the hands of our solicitor with all the relevant issues with the lodge we have had which are to numerous to mention as I don't have much hope of a quick solution given past experiences.
Kind regards
Pete
I have spoken to Vanessa, she hasn't had the outcome of the visit to site from her engineer yet, I have said that I will forward photographs to her. I have explained that although the customer is not happy with the painting of the cladding because it is not exactly the same colour the real issue is that the cladding is bowing out by 1/8th of an inch on the sides that the sun hit the unit.
Vanessa thinks that she might be able to get somewhere with the timber supplier as it not being fit for purpose. It should be able to withstand the sunshine.
I have advised that I will send this through to her by e-mail so that she can look into it and response.
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Adrienne Barwell (Inactive)
added a comment - - edited Adrienne Barwell added a comment - 15/Jul/16 3:29 PM
" Hi Rob
Many thanks for your efforts on our behalf, Sylvia has to fly home on Tuesday so I have instructed her to put this in the hands of our solicitor with all the relevant issues with the lodge we have had which are to numerous to mention as I don't have much hope of a quick solution given past experiences.
Kind regards
Pete
I have spoken to Vanessa, she hasn't had the outcome of the visit to site from her engineer yet, I have said that I will forward photographs to her. I have explained that although the customer is not happy with the painting of the cladding because it is not exactly the same colour the real issue is that the cladding is bowing out by 1/8th of an inch on the sides that the sun hit the unit.
Vanessa thinks that she might be able to get somewhere with the timber supplier as it not being fit for purpose. It should be able to withstand the sunshine.
I have advised that I will send this through to her by e-mail so that she can look into it and response.
Josh has advised that the Pols are on holiday next week and will not be able to attend
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Adrienne Barwell (Inactive)
added a comment - Josh has advised that the Pols are on holiday next week and will not be able to attend
Left a message for Vanessa to give me a call back
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Adrienne Barwell (Inactive)
added a comment - Left a message for Vanessa to give me a call back
I have e-mailed Vanessa a copy of the original e-mail and requested her response.
Darren Langston has phoned and confirmed he has sent e-mails to Vanessa, and also spoken with Darren Milsom and advise him that Vanessa would be dealing with this issue rather than him.
Awaiting a phone call from Vanessa
Darren Langston has phoned and confirmed he has sent e-mails to Vanessa, and also spoken with Darren Milsom and advise him that Vanessa would be dealing with this issue rather than him.
Awaiting a phone call from Vanessa
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Adrienne Barwell (Inactive)
added a comment - I have e-mailed Vanessa a copy of the original e-mail and requested her response.
Darren Langston has phoned and confirmed he has sent e-mails to Vanessa, and also spoken with Darren Milsom and advise him that Vanessa would be dealing with this issue rather than him.
Awaiting a phone call from Vanessa
Hi Rob,
Re- our conversation with the Surf Bay engineers and yourself regarding the total degeneration of the wood cladding on the rear and right hand side of the lodge as discussed we feel the best way forward is to replace all the lodge cladding with the Canexel cladding as the current cladding is obviously not fit for purpose.
Kind regards
Pete
Re- our conversation with the Surf Bay engineers and yourself regarding the total degeneration of the wood cladding on the rear and right hand side of the lodge as discussed we feel the best way forward is to replace all the lodge cladding with the Canexel cladding as the current cladding is obviously not fit for purpose.
Kind regards
Pete
Show
Adrienne Barwell (Inactive)
added a comment - Hi Rob,
Re- our conversation with the Surf Bay engineers and yourself regarding the total degeneration of the wood cladding on the rear and right hand side of the lodge as discussed we feel the best way forward is to replace all the lodge cladding with the Canexel cladding as the current cladding is obviously not fit for purpose.
Kind regards
Pete
I have heard from Rob at Trevella he has received an e-mail from Darren Langston advising that he was passing this over to the customer care manager at Atlas.
I have phoned Darren Milsom to keep him in the loop, I have advised that I have been in contact with Rob at Trevella and made him aware that he was out of the office this week and that I had contacted Darren Langston.
Darren Milsom said that the Atlas response was not good enough and he was going to ring Atlas Darren now.
I have phoned Darren Milsom to keep him in the loop, I have advised that I have been in contact with Rob at Trevella and made him aware that he was out of the office this week and that I had contacted Darren Langston.
Darren Milsom said that the Atlas response was not good enough and he was going to ring Atlas Darren now.
Show
Adrienne Barwell (Inactive)
added a comment - I have heard from Rob at Trevella he has received an e-mail from Darren Langston advising that he was passing this over to the customer care manager at Atlas.
I have phoned Darren Milsom to keep him in the loop, I have advised that I have been in contact with Rob at Trevella and made him aware that he was out of the office this week and that I had contacted Darren Langston.
Darren Milsom said that the Atlas response was not good enough and he was going to ring Atlas Darren now.
I have spoken to Darren Langston who has advised that it needs to be passed to Vanessa, I have asked whether he has passed this on, he advised he hadn't and would I like him to. I replied yes, but also indicated that Vanessa would want to know and would just tell me to let the customer go to court which would just mean leaving Surf to deal with this again.
Darren Langston advised that Darren Milsom could discuss this next week with Vanessa when he was visiting the factory.
Darren said he would updated Rob at Trevella and send the details through to Vanessa.
Darren Langston advised that Darren Milsom could discuss this next week with Vanessa when he was visiting the factory.
Darren said he would updated Rob at Trevella and send the details through to Vanessa.
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Adrienne Barwell (Inactive)
added a comment - - edited I have spoken to Darren Langston who has advised that it needs to be passed to Vanessa, I have asked whether he has passed this on, he advised he hadn't and would I like him to. I replied yes, but also indicated that Vanessa would want to know and would just tell me to let the customer go to court which would just mean leaving Surf to deal with this again.
Darren Langston advised that Darren Milsom could discuss this next week with Vanessa when he was visiting the factory.
Darren said he would updated Rob at Trevella and send the details through to Vanessa.
Rob from Trevella has chased Atlas for an update, I have confirmed receipt of the e-mails and advised that I will contact Darren Langston.
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Adrienne Barwell (Inactive)
added a comment - Rob from Trevella has chased Atlas for an update, I have confirmed receipt of the e-mails and advised that I will contact Darren Langston.
The customer is still not happy with this repair. (Following a conversation Nigel had with Mr Hughes last week, he advised that the customer is unlikely to be happy until he has the unit re-clad in canexel)
Rob from the site has e-mailed Darren Langston and Darren Milsom, advising that the customer feels that Atlas should be held liable for the woodwork on the unit.
Rob from the site has e-mailed Darren Langston and Darren Milsom, advising that the customer feels that Atlas should be held liable for the woodwork on the unit.
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Adrienne Barwell (Inactive)
added a comment - The customer is still not happy with this repair. (Following a conversation Nigel had with Mr Hughes last week, he advised that the customer is unlikely to be happy until he has the unit re-clad in canexel)
Rob from the site has e-mailed Darren Langston and Darren Milsom, advising that the customer feels that Atlas should be held liable for the woodwork on the unit.
From: peter hughes [mailto:petehughes1960@hotmail.co.uk]
Sent: 14 July 2016 11:53
To: Rob Lomas <Rob.Lomas@trevella.co.uk>
Subject: Cladding issue
Hi Rob,
It has been a little over 48 hrs since Surf Bay retreated the cladding on the lodge unfortunately I have a lodge of four different shades in fact there are areas where the application doesn't seem to have taken at all and are very pale in appearance. I am sure you will understand that this is not acceptable at all and look forward to hearing from you to how you intend to resolve the issue.
Kind regards
Pete
Sent: 14 July 2016 11:53
To: Rob Lomas <Rob.Lomas@trevella.co.uk>
Subject: Cladding issue
Hi Rob,
It has been a little over 48 hrs since Surf Bay retreated the cladding on the lodge unfortunately I have a lodge of four different shades in fact there are areas where the application doesn't seem to have taken at all and are very pale in appearance. I am sure you will understand that this is not acceptable at all and look forward to hearing from you to how you intend to resolve the issue.
Kind regards
Pete
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Adrienne Barwell (Inactive)
added a comment - From: peter hughes [mailto: petehughes1960@hotmail.co.uk ]
Sent: 14 July 2016 11:53
To: Rob Lomas < Rob.Lomas@trevella.co.uk >
Subject: Cladding issue
Hi Rob,
It has been a little over 48 hrs since Surf Bay retreated the cladding on the lodge unfortunately I have a lodge of four different shades in fact there are areas where the application doesn't seem to have taken at all and are very pale in appearance. I am sure you will understand that this is not acceptable at all and look forward to hearing from you to how you intend to resolve the issue.
Kind regards
Pete
Dear Darren,
Please see the below email from the owner of the Atlas Lilac lodge on Lake View 2 at Trevella.
He is demanding recourse under the terms of the Sale of Goods Act due to the wood cladding on his lodge being unfit for purpose.
I'm aware that Atlas have persistently rejected any warranty claim in respect of this issue on the basis that the wood was not treated as per their instruction, this despite the fact that their instructions (until recently updated) were ambiguous at best, I would say just plainly wrongly worded.
Surf Bay have, as a gesture of goodwill, agreed to undertake remedial work but as you can see from this and the second email I'll forward immediately after this, he is far from satisfied.
I honestly feel that Atlas are at fault and it should not be up to Surf Bay to fund the required level of repair, although as the supplier they also have a responsibility under the Act it is ultimately a manufacturing and/or materials failure which will be doubtless deemed in a court to have existed at the time of purchase.
I would like an urgent response regarding the proposed resolution of the ongoing problem which has caused both the owner and us a great deal of unnecessary inconvenience.
Please feel free to call me to discuss if required.
Sincerely,
Rob Lomas
General Manager
Trevella Holiday Park
Crantock
Newquay
Cornwall
TR8 5EW
01637 830308
Please see the below email from the owner of the Atlas Lilac lodge on Lake View 2 at Trevella.
He is demanding recourse under the terms of the Sale of Goods Act due to the wood cladding on his lodge being unfit for purpose.
I'm aware that Atlas have persistently rejected any warranty claim in respect of this issue on the basis that the wood was not treated as per their instruction, this despite the fact that their instructions (until recently updated) were ambiguous at best, I would say just plainly wrongly worded.
Surf Bay have, as a gesture of goodwill, agreed to undertake remedial work but as you can see from this and the second email I'll forward immediately after this, he is far from satisfied.
I honestly feel that Atlas are at fault and it should not be up to Surf Bay to fund the required level of repair, although as the supplier they also have a responsibility under the Act it is ultimately a manufacturing and/or materials failure which will be doubtless deemed in a court to have existed at the time of purchase.
I would like an urgent response regarding the proposed resolution of the ongoing problem which has caused both the owner and us a great deal of unnecessary inconvenience.
Please feel free to call me to discuss if required.
Sincerely,
Rob Lomas
General Manager
Trevella Holiday Park
Crantock
Newquay
Cornwall
TR8 5EW
01637 830308
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Adrienne Barwell (Inactive)
added a comment - Dear Darren,
Please see the below email from the owner of the Atlas Lilac lodge on Lake View 2 at Trevella.
He is demanding recourse under the terms of the Sale of Goods Act due to the wood cladding on his lodge being unfit for purpose.
I'm aware that Atlas have persistently rejected any warranty claim in respect of this issue on the basis that the wood was not treated as per their instruction, this despite the fact that their instructions (until recently updated) were ambiguous at best, I would say just plainly wrongly worded.
Surf Bay have, as a gesture of goodwill, agreed to undertake remedial work but as you can see from this and the second email I'll forward immediately after this, he is far from satisfied.
I honestly feel that Atlas are at fault and it should not be up to Surf Bay to fund the required level of repair, although as the supplier they also have a responsibility under the Act it is ultimately a manufacturing and/or materials failure which will be doubtless deemed in a court to have existed at the time of purchase.
I would like an urgent response regarding the proposed resolution of the ongoing problem which has caused both the owner and us a great deal of unnecessary inconvenience.
Please feel free to call me to discuss if required.
Sincerely,
Rob Lomas
General Manager
Trevella Holiday Park
Crantock
Newquay
Cornwall
TR8 5EW
01637 830308
Josh has confirmed that we can send the men w/c 11/6/16
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Adrienne Barwell (Inactive)
added a comment - Josh has confirmed that we can send the men w/c 11/6/16
Updated Richard, parts in stock, awaiting availability of men from Josh
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Adrienne Barwell (Inactive)
added a comment - Updated Richard, parts in stock, awaiting availability of men from Josh
Adrienne Barwell added a comment - 29/Jun/16 10:53 AM
20 litre drum of Medium Oak Semi Transparent from Promain
wire wool in stock
knotting solution in stock
Paint ordered from Promain 01462 421333
Adrienne Barwell added a comment - 29/Jun/16 10:54 AM
Need to check with Josh when we can have the Polish to deal with the lodge paintwork
Adrienne Barwell added a comment - 2 minutes ago
The paint is now in stock, I have e-mailed Josh asking for some dates to send the Polish guys to carry out the repair.
Adrienne Barwell added a comment - a minute ago
Charleen has updated the site, and I will go back to them again once I have had some dates from Josh
20 litre drum of Medium Oak Semi Transparent from Promain
wire wool in stock
knotting solution in stock
Paint ordered from Promain 01462 421333
Adrienne Barwell added a comment - 29/Jun/16 10:54 AM
Need to check with Josh when we can have the Polish to deal with the lodge paintwork
Adrienne Barwell added a comment - 2 minutes ago
The paint is now in stock, I have e-mailed Josh asking for some dates to send the Polish guys to carry out the repair.
Adrienne Barwell added a comment - a minute ago
Charleen has updated the site, and I will go back to them again once I have had some dates from Josh
Show
Adrienne Barwell (Inactive)
added a comment - Adrienne Barwell added a comment - 29/Jun/16 10:53 AM
20 litre drum of Medium Oak Semi Transparent from Promain
wire wool in stock
knotting solution in stock
Paint ordered from Promain 01462 421333
Adrienne Barwell added a comment - 29/Jun/16 10:54 AM
Need to check with Josh when we can have the Polish to deal with the lodge paintwork
Adrienne Barwell added a comment - 2 minutes ago
The paint is now in stock, I have e-mailed Josh asking for some dates to send the Polish guys to carry out the repair.
Adrienne Barwell added a comment - a minute ago
Charleen has updated the site, and I will go back to them again once I have had some dates from Josh
Need to check with Josh when we can have the Polish to deal with the lodge paintwork
Show
Adrienne Barwell (Inactive)
added a comment - Need to check with Josh when we can have the Polish to deal with the lodge paintwork
20 litre drum of Medium Oak Semi Transparent from Promain
wire wool in stock
knotting solution in stock
Paint ordered from Promain 01462 421333
wire wool in stock
knotting solution in stock
Paint ordered from Promain 01462 421333
Show
Adrienne Barwell (Inactive)
added a comment - - edited 20 litre drum of Medium Oak Semi Transparent from Promain
wire wool in stock
knotting solution in stock
Paint ordered from Promain 01462 421333
Karen from the park called re this one, I spoke to Ade as I couldn't see any updates since 23.05.16 I was advise that Steve has been and looked at this when he was on site and that we need to order parts in for this job this was not a warranty issue and Atlas would not cover this and we are doing it as Good will.
Karen at the park told me he does maintain the lodge.
Mr Hughes was in the office and wants to talk to a manager/ Director but they was not available I then was subject to him ranting at me and telling me that I was talking a load of Bull*** and he predicted that I would say this.
I did say that if he swore at me them I would terminate the call he then said he'd spent a lot of money which I said I fully understand, I asked him if he maintained the lodge and he told me that he doesn't have to maintain it as it states in the hand book and rob told him he doesn't have to do this for 3 years.
he also wants to know when Steve attend as he doesn't believe he did as they only replaced two of the right hand cladding and he is saying that the back of the van is now split and needs replacing.
I have spoken to Ade tto ask her if she can call Mr Hughes back on his mobile no and update him as to when Steve attend to look at the van and speak to Mr Hughes about this issue when parts will be in and how long it will taken.
Mr Hughes Mobile no 07044-393981
Karen at the park told me he does maintain the lodge.
Mr Hughes was in the office and wants to talk to a manager/ Director but they was not available I then was subject to him ranting at me and telling me that I was talking a load of Bull*** and he predicted that I would say this.
I did say that if he swore at me them I would terminate the call he then said he'd spent a lot of money which I said I fully understand, I asked him if he maintained the lodge and he told me that he doesn't have to maintain it as it states in the hand book and rob told him he doesn't have to do this for 3 years.
he also wants to know when Steve attend as he doesn't believe he did as they only replaced two of the right hand cladding and he is saying that the back of the van is now split and needs replacing.
I have spoken to Ade tto ask her if she can call Mr Hughes back on his mobile no and update him as to when Steve attend to look at the van and speak to Mr Hughes about this issue when parts will be in and how long it will taken.
Mr Hughes Mobile no 07044-393981
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Lorraine Pryor (Inactive)
added a comment - - edited Karen from the park called re this one, I spoke to Ade as I couldn't see any updates since 23.05.16 I was advise that Steve has been and looked at this when he was on site and that we need to order parts in for this job this was not a warranty issue and Atlas would not cover this and we are doing it as Good will.
Karen at the park told me he does maintain the lodge.
Mr Hughes was in the office and wants to talk to a manager/ Director but they was not available I then was subject to him ranting at me and telling me that I was talking a load of Bull*** and he predicted that I would say this.
I did say that if he swore at me them I would terminate the call he then said he'd spent a lot of money which I said I fully understand, I asked him if he maintained the lodge and he told me that he doesn't have to maintain it as it states in the hand book and rob told him he doesn't have to do this for 3 years.
he also wants to know when Steve attend as he doesn't believe he did as they only replaced two of the right hand cladding and he is saying that the back of the van is now split and needs replacing.
I have spoken to Ade tto ask her if she can call Mr Hughes back on his mobile no and update him as to when Steve attend to look at the van and speak to Mr Hughes about this issue when parts will be in and how long it will taken.
Mr Hughes Mobile no 07044-393981
Darren is not in today so I have not been able to ask him when this will be scheduled, when we have a date we will need to update Richard @ the Park on 01637830308
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Ellie W (Inactive)
added a comment - Darren is not in today so I have not been able to ask him when this will be scheduled, when we have a date we will need to update Richard @ the Park on 01637830308
Richard has called for an update on this - I will ask Adrienne when this is likely to be scheduled
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Ellie W (Inactive)
added a comment - Richard has called for an update on this - I will ask Adrienne when this is likely to be scheduled
Darren has not made a date for this yet, but will update me as soon as he has
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Adrienne Barwell (Inactive)
added a comment - Darren has not made a date for this yet, but will update me as soon as he has
I have spoken to Darren, he is going to arrange for Matt and himself to visit the site, he feels that the unit should have annual maintenance
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Adrienne Barwell (Inactive)
added a comment - I have spoken to Darren, he is going to arrange for Matt and himself to visit the site, he feels that the unit should have annual maintenance
Emailed Richard to update copy attached.
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Charleen Sibley
added a comment - Emailed Richard to update copy attached.
Atlas will not cover this under warranty, I will double check with Darren but I think that he will probably decide not to do anything further with this unit. The unit has sun on it, and if the wood is not maintained it will split and weep.
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Adrienne Barwell (Inactive)
added a comment - Atlas will not cover this under warranty, I will double check with Darren but I think that he will probably decide not to do anything further with this unit. The unit has sun on it, and if the wood is not maintained it will split and weep.
Email to Adrienne attached
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Ellie W (Inactive)
added a comment - Email to Adrienne attached
I have not had chance to speak to Adrienne about this today yet so I will send her an email and leave her a note to update Richard @ Trevella before 1pm tomorrow either by telephone or by email
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Ellie W (Inactive)
added a comment - I have not had chance to speak to Adrienne about this today yet so I will send her an email and leave her a note to update Richard @ Trevella before 1pm tomorrow either by telephone or by email
This issue has been reported again by the customer - I have linked it to the old issue which was opened for it on GW-2346
The customer has reported to Richard @ Trevella that the wood is splitting once again.
I have explained to Richard that we have previously rectified this issue and it is unlikely to be something we are willing to do as a gesture of goodwill again. I have passed on the advice that Atlas do not provide a strict care plan for the wood due to the broad variations in location (this van is around 10 mins from the coast)
I have asked Richard to send me some photographs of the issue and he has asked me to advise of the next step which is likely to be quote which I would assume the customer will be unhappy with as he has said the van is not 'fit for purpose'
I will await the email from Richard and speak to Adrienne about this
The customer has reported to Richard @ Trevella that the wood is splitting once again.
I have explained to Richard that we have previously rectified this issue and it is unlikely to be something we are willing to do as a gesture of goodwill again. I have passed on the advice that Atlas do not provide a strict care plan for the wood due to the broad variations in location (this van is around 10 mins from the coast)
I have asked Richard to send me some photographs of the issue and he has asked me to advise of the next step which is likely to be quote which I would assume the customer will be unhappy with as he has said the van is not 'fit for purpose'
I will await the email from Richard and speak to Adrienne about this
Show
Ellie W (Inactive)
added a comment - This issue has been reported again by the customer - I have linked it to the old issue which was opened for it on GW-2346
The customer has reported to Richard @ Trevella that the wood is splitting once again.
I have explained to Richard that we have previously rectified this issue and it is unlikely to be something we are willing to do as a gesture of goodwill again. I have passed on the advice that Atlas do not provide a strict care plan for the wood due to the broad variations in location (this van is around 10 mins from the coast)
I have asked Richard to send me some photographs of the issue and he has asked me to advise of the next step which is likely to be quote which I would assume the customer will be unhappy with as he has said the van is not 'fit for purpose'
I will await the email from Richard and speak to Adrienne about this