Details
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Type:
Exterior Panels (8 Weeks)
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Status: Complete
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Priority:
Over 8 Weeks
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Resolution: Completed
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Labels:None
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Park_Company:Trevella Caravan Park
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Park_Code:TREV06
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Park_Postcode:TR8 5EW
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Park_Contact:Karen
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Park_Email:rob.lomas@trevella.co.uk or sales Karen.Keyte@trevella.co.uk]
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Park_Phone:01637 830308 // Kurt's direct line 01637 830307
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Plot:LV2
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Order No:AS9228/5035
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Model:Lilac Lodge
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Stock_Number:29055
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Serial:AT009925/04
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Size:40x20
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Status Colour:
Complete
Issue Links
- is FF-depended by
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ATL-3249
Exterior Cladding is split again
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- Complete
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Activity
| Field | Original Value | New Value |
|---|---|---|
| Stock_Number | 29055 |
| Park_Key_Account | true | |
| Park_Postcode | TR8 5EW | |
| Park_Email | rob.lomas@trevella.co.uk | |
| Park_Phone | 01637 830308 | |
| Park_Code | TREV06 | |
| Park_City | Newquay | |
| Park_Address | Crantock |
| Attachment | screenshot-1.jpg [ 80917 ] |
| Attachment | trevella lv2.1.jpg [ 80918 ] | |
| Attachment | trevella lv2.jpg [ 80919 ] | |
| Attachment | trevella lv2.2.jpg [ 80920 ] |
Hide
Claire Folland
added a comment -
Permalink
Spoke to Steve, he has advised this is on the back and window side of the van, will report into Atlas today
Show
Claire Folland
added a comment - Spoke to Steve, he has advised this is on the back and window side of the van, will report into Atlas today
| Plot | LV2 |
submitted into Atlas, emailed Lee at the park
Show
Claire Folland
added a comment - submitted into Atlas, emailed Lee at the park
| Status | Open [ 1 ] | Submitted [ 10001 ] |
emailed Vanessa to see if she has received this claim
Show
Claire Folland
added a comment - emailed Vanessa to see if she has received this claim
| Attachment | 8.1.15.jpg [ 81047 ] |
| Status | Submitted [ 10001 ] | Acknowledged [ 10005 ] |
Vanessa has advised this has been logged
Show
Claire Folland
added a comment - Vanessa has advised this has been logged
Vanessa phoned to advise that they are rejected this issue because they have shown the photographs to the timber company and they have advised that the timber has not been maintained and it clearly states in the brochure that the timber needs routine maintenance.
I will speak to Darren and see what he thinks about me going back to the site to inform them of this. (this might be another instance where we send the workshop down to sand down and paint the exterior)
I will speak to Darren and see what he thinks about me going back to the site to inform them of this. (this might be another instance where we send the workshop down to sand down and paint the exterior)
Show
Adrienne Barwell (Inactive)
added a comment - Vanessa phoned to advise that they are rejected this issue because they have shown the photographs to the timber company and they have advised that the timber has not been maintained and it clearly states in the brochure that the timber needs routine maintenance.
I will speak to Darren and see what he thinks about me going back to the site to inform them of this. (this might be another instance where we send the workshop down to sand down and paint the exterior)
| Status | Acknowledged [ 10005 ] | Rejected [ 10002 ] |
Darren is still on the phone will try and catch him in a minute
Show
Adrienne Barwell (Inactive)
added a comment - Darren is still on the phone will try and catch him in a minute
I have spoken to Darren he is going to have a look at the photographs, he says that the site knew this was a demo but will have sold it as brand new to the customer. Darren will let me know how he would like us to proceed
Show
Adrienne Barwell (Inactive)
added a comment - I have spoken to Darren he is going to have a look at the photographs, he says that the site knew this was a demo but will have sold it as brand new to the customer. Darren will let me know how he would like us to proceed
Darren has asked for the photographs for this issue to be sent over to him, I have done this and await his instruction. I have suggested that perhaps we send our guys to deal with the timber
Show
Adrienne Barwell (Inactive)
added a comment - Darren has asked for the photographs for this issue to be sent over to him, I have done this and await his instruction. I have suggested that perhaps we send our guys to deal with the timber
| Attachment | screenshot-2.jpg [ 81919 ] |
Darren has asked for the cost of repainting this unit as we did at Turnpike I have advised two men 4 days £70.00 materials and travel and accommodation.
Show
Adrienne Barwell (Inactive)
added a comment - Darren has asked for the cost of repainting this unit as we did at Turnpike I have advised two men 4 days £70.00 materials and travel and accommodation.
made changes -
| Park_Address2 |
made changes -
| Park_Contact |
Park has emailed me asking for a schedule date, Darren is not in the office today,
Show
Claire Folland
added a comment - Park has emailed me asking for a schedule date, Darren is not in the office today,
Ade has spoken to Darren, as this unit was a demo here he has agreed for us to go down and treat the lodge, we will take it back to the way it would have been when it left factory, the customer needs to be aware they need to treat it on a yearly basis,
We can not carry out the work until the weather changes as it takes a few days for us to do this, will email Lee at the park
We can not carry out the work until the weather changes as it takes a few days for us to do this, will email Lee at the park
Show
Claire Folland
added a comment - Ade has spoken to Darren, as this unit was a demo here he has agreed for us to go down and treat the lodge, we will take it back to the way it would have been when it left factory, the customer needs to be aware they need to treat it on a yearly basis,
We can not carry out the work until the weather changes as it takes a few days for us to do this, will email Lee at the park
tried to call Lee, no answer will try again
Show
Claire Folland
added a comment - tried to call Lee, no answer will try again
| Status | Rejected [ 10002 ] | Resolved [ 5 ] |
| Resolution | Completed [ 1 ] |
| Resolution | Completed [ 1 ] | |
| Status | Resolved [ 5 ] | Reopened [ 4 ] |
Spoke to Lee, advised due to this being an ex demo Atlas will not cover it under warranty, the unit needs to be yearly maintained, we will send our guys to take the wood back to how it would have been when it left factory, he understands, advised we would not be able to do this until the weather changes, he will advise his customers
Show
Claire Folland
added a comment - Spoke to Lee, advised due to this being an ex demo Atlas will not cover it under warranty, the unit needs to be yearly maintained, we will send our guys to take the wood back to how it would have been when it left factory, he understands, advised we would not be able to do this until the weather changes, he will advise his customers
can not carry out work until weather changes,
Show
Claire Folland
added a comment - can not carry out work until weather changes,
| Attachment | 18.2.15.jpg [ 83865 ] |
emailed Lee advising we will take the wood back to how it would have been when it left factory, we are unable to do this until the weather warms up, Lee has mentioned in his email about split in the wood, we will have to send Steve to have a look before we attend
Show
Claire Folland
added a comment - emailed Lee advising we will take the wood back to how it would have been when it left factory, we are unable to do this until the weather warms up, Lee has mentioned in his email about split in the wood, we will have to send Steve to have a look before we attend
can not attend until weather improves
Show
Claire Folland
added a comment - can not attend until weather improves
Lee has phoned, he has advised that the customer is really causing problems, they understand that this can not be done until the better weather but he wants to know a timescale. He is down at the unit for 2 weeks from May 10th and is happy for the work to be carried out then. The customer has also asked if perhaps we can come to some sort of deal with him about replacing the timber for canexel. He also wants confirmation from Atlas on how often they feel that the wood should be treated, the handbook says 3 years and he is now being told it has to be done annually, if it is the latter, then he feels that he has been mis-sold the unit.
He also wants to know exactly what we are going to be doing, are we going to renew the split wood of fill it etc
He also wants to know exactly what we are going to be doing, are we going to renew the split wood of fill it etc
Show
Adrienne Barwell (Inactive)
added a comment - Lee has phoned, he has advised that the customer is really causing problems, they understand that this can not be done until the better weather but he wants to know a timescale. He is down at the unit for 2 weeks from May 10th and is happy for the work to be carried out then. The customer has also asked if perhaps we can come to some sort of deal with him about replacing the timber for canexel. He also wants confirmation from Atlas on how often they feel that the wood should be treated, the handbook says 3 years and he is now being told it has to be done annually, if it is the latter, then he feels that he has been mis-sold the unit.
He also wants to know exactly what we are going to be doing, are we going to renew the split wood of fill it etc
| Attachment | screenshot-3.jpg [ 85100 ] |
| Status | Reopened [ 4 ] | Awaiting Quote [ 10006 ] |
| Status | Awaiting Quote [ 10006 ] | Quotation supplied [ 10007 ] |
| Status | Quotation supplied [ 10007 ] | Quotation accepted [ 10008 ] |
| Assignee | Claire Folland [ claire ] | Adrienne Barwell [ adrienne ] |
| Priority | Normal [ 21 ] | Manager escalations [ 10000 ] |
I have e-mailed Vanessa, Charlie and Darren Langston, asking them to provide something in writing to confirm how often the timber should be treated
Show
Adrienne Barwell (Inactive)
added a comment - I have e-mailed Vanessa, Charlie and Darren Langston, asking them to provide something in writing to confirm how often the timber should be treated
I have e-mailed ECS to find out what costs are involved for changing the timber for canexcel. Awaiting response
Show
Adrienne Barwell (Inactive)
added a comment - I have e-mailed ECS to find out what costs are involved for changing the timber for canexcel. Awaiting response
| Attachment | screenshot-4.jpg [ 85103 ] |
Vanessa has phoned is going on about how they rejected this because the warranty ran out in January, and they would not have told the customer that it needs to be maintained on a yearly basis. I have advised that it could have been anyone that has said it to him, it is not the issue that it has been said, it is that I require something stating how often it needs the routine maintenance to help the site sort out the customer.
Vanessa is going to get a brochure and read what it says then come back to me.
Vanessa is going to get a brochure and read what it says then come back to me.
Show
Adrienne Barwell (Inactive)
added a comment - Vanessa has phoned is going on about how they rejected this because the warranty ran out in January, and they would not have told the customer that it needs to be maintained on a yearly basis. I have advised that it could have been anyone that has said it to him, it is not the issue that it has been said, it is that I require something stating how often it needs the routine maintenance to help the site sort out the customer.
Vanessa is going to get a brochure and read what it says then come back to me.
Called Atlas and spoke to Vanessa, have advised we really need something in writing asap regarding maintaining the outside of the lodge, she has looked through all the brochures and will get something to us this week, advised the customers are really chasing the park for this,
Show
Claire Folland
added a comment - Called Atlas and spoke to Vanessa, have advised we really need something in writing asap regarding maintaining the outside of the lodge, she has looked through all the brochures and will get something to us this week, advised the customers are really chasing the park for this,
Trevella are not very happy that we still have not had a response from Atlas, I have spoken to Darren and he has advised that we can book in this work for the 10th May as requested by the customer
Show
Adrienne Barwell (Inactive)
added a comment - Trevella are not very happy that we still have not had a response from Atlas, I have spoken to Darren and he has advised that we can book in this work for the 10th May as requested by the customer
| Attachment | screenshot-5.jpg [ 85254 ] |
I have responded to Lee at Trevella
Show
Adrienne Barwell (Inactive)
added a comment - I have responded to Lee at Trevella
| Attachment | screenshot-6.jpg [ 85255 ] |
made changes -
| Park_Contact |
Completed aftersales worksheet received and passed to Ade
Show
Karen Watson (Inactive)
added a comment - Completed aftersales worksheet received and passed to Ade
| Priority | Manager escalations [ 10000 ] | Over 8 Weeks [ 25 ] |
Steve says we need 6 lengths of cladding 3 metre lengths
Show
Adrienne Barwell (Inactive)
added a comment - Steve says we need 6 lengths of cladding 3 metre lengths
| Status | Quotation accepted [ 10008 ] | Parts ordered [ 3 ] |
| Order No | AS9228/5035 |
Parts ordered from Atlas, I have advised that this is urgent, I have asked them to let me know when it gets into stock and I will arrange for ECS to collect and deliver to us
Show
Adrienne Barwell (Inactive)
added a comment - Parts ordered from Atlas, I have advised that this is urgent, I have asked them to let me know when it gets into stock and I will arrange for ECS to collect and deliver to us
| Attachment | screenshot-7.jpg [ 87777 ] |
| Comment | [ Lara has called asking for an update for Downton, I have explained that I updated Linda this morning but would send him an e-mail. ] |
Chased Katrina for the parts
Show
Adrienne Barwell (Inactive)
added a comment - Chased Katrina for the parts
| Attachment | screenshot-8.jpg [ 88828 ] |
made changes -
| Park_Contact |
made changes -
| Park_Key_Account | true | 2 |
made changes -
| Park_Contact |
made changes -
| Park_Key_Account | Yes |
made changes -
| Park_Contact |
made changes -
| Park_Key_Account | yes | Yes |
parts still on order
Show
Adrienne Barwell (Inactive)
added a comment - parts still on order
Atlas still have not come back with the date that this will be arriving, I will give them another call
Show
Adrienne Barwell (Inactive)
added a comment - Atlas still have not come back with the date that this will be arriving, I will give them another call
Tried to ring Atlas but no response
Show
Adrienne Barwell (Inactive)
added a comment - Tried to ring Atlas but no response
Lee from Trevella, called saying he has just had an earful from the customer (Mr Hughes) demanding to know when his cladding will be done and that we call the customer
Show
Karen Watson (Inactive)
added a comment - - edited Lee from Trevella, called saying he has just had an earful from the customer (Mr Hughes) demanding to know when his cladding will be done and that we call the customer
The cladding is def in stock, I have asked katrina when this will be delivered, because we are no further forward that last week. Katrina has advised that she is trying to arrange for ECS to collect the timber on Thursday, I have asked her when we will know for sure. She has advised that she will not know until Thursday
Show
Adrienne Barwell (Inactive)
added a comment - - edited The cladding is def in stock, I have asked katrina when this will be delivered, because we are no further forward that last week. Katrina has advised that she is trying to arrange for ECS to collect the timber on Thursday, I have asked her when we will know for sure. She has advised that she will not know until Thursday
I spoke to ECS and they have advised that they would be able to collect the wood on Thursday with a view to getting it down to us early next week, I have advised that I would need it early next week as I need to go back to the site and under take the work next week.
Shaun has advised that he will get it down to us for the beginning of the week.
Shaun has advised that he will get it down to us for the beginning of the week.
Show
Adrienne Barwell (Inactive)
added a comment - I spoke to ECS and they have advised that they would be able to collect the wood on Thursday with a view to getting it down to us early next week, I have advised that I would need it early next week as I need to go back to the site and under take the work next week.
Shaun has advised that he will get it down to us for the beginning of the week.
I need to speak to Darren to see if the pols are available to start on the lodge next week
Show
Adrienne Barwell (Inactive)
added a comment - I need to speak to Darren to see if the pols are available to start on the lodge next week
Karen advised that Lee had phoned for an update and would like us to contact the customer and update him
Show
Adrienne Barwell (Inactive)
added a comment - Karen advised that Lee had phoned for an update and would like us to contact the customer and update him
| Attachment | screenshot-9.jpg [ 90514 ] |
Paint ordered from Promain and should be here tomorrow or the day after. Knotting solution can be purchased from D&S or B&Q wire wool required
Show
Adrienne Barwell (Inactive)
added a comment - Paint ordered from Promain and should be here tomorrow or the day after. Knotting solution can be purchased from D&S or B&Q wire wool required
I am waiting to speak to Darren to see when the Polish will be available to under this work, if they are not, I will have to send Keith and Steve and Preston to carry out this repair
Show
Adrienne Barwell (Inactive)
added a comment - I am waiting to speak to Darren to see when the Polish will be available to under this work, if they are not, I will have to send Keith and Steve and Preston to carry out this repair
It is going to be really pushed to use the Polish because they are busy with sold units. I will send Steve and Preston (or Keith) to carry out the repairs
Show
Adrienne Barwell (Inactive)
added a comment - It is going to be really pushed to use the Polish because they are busy with sold units. I will send Steve and Preston (or Keith) to carry out the repairs
I have phoned Mr Huges and advised that Steve will be going down to the site on Monday and will start preparing the wood. I have explained that Atlas have let us down with the delivery that was supposed to happen this week and we are now expecting it next Monday/ Tuesday.
I have advised that the work will take approximately 3/4 days
Mr Huges seems happy with this.
I have advised that the work will take approximately 3/4 days
Mr Huges seems happy with this.
Show
Adrienne Barwell (Inactive)
added a comment - I have phoned Mr Huges and advised that Steve will be going down to the site on Monday and will start preparing the wood. I have explained that Atlas have let us down with the delivery that was supposed to happen this week and we are now expecting it next Monday/ Tuesday.
I have advised that the work will take approximately 3/4 days
Mr Huges seems happy with this.
I have updated Lee at Trevella
Show
Adrienne Barwell (Inactive)
added a comment - I have updated Lee at Trevella
| Attachment | screenshot-10.jpg [ 90542 ] |
| Attachment | screenshot-11.jpg [ 90547 ] |
I have e-mailed Katrina and Darren Langston asking them to keep me fully informed with the progress of this claim and to advise if there are any hold ups
Show
Adrienne Barwell (Inactive)
added a comment - I have e-mailed Katrina and Darren Langston asking them to keep me fully informed with the progress of this claim and to advise if there are any hold ups
| Attachment | screenshot-12.jpg [ 90571 ] |
The wood supplied by Atlas is not wood, it is plastic!!!!
Show
Adrienne Barwell (Inactive)
added a comment - The wood supplied by Atlas is not wood, it is plastic!!!!
Darren from Atlas has advised that they have the correct wood at the factory and will be sending it down next week. I will ask Adam to divert his driver into Atlas and collect it so that I know that we have it.
Show
Adrienne Barwell (Inactive)
added a comment - Darren from Atlas has advised that they have the correct wood at the factory and will be sending it down next week. I will ask Adam to divert his driver into Atlas and collect it so that I know that we have it.
| Attachment | screenshot-13.jpg [ 91468 ] |
| Attachment | screenshot-14.jpg [ 91469 ] |
Wood has been collected, Steve and Preston are replacing the wood today and then Preston is going to continue painting the wood tomorrow.
Show
Adrienne Barwell (Inactive)
added a comment - Wood has been collected, Steve and Preston are replacing the wood today and then Preston is going to continue painting the wood tomorrow.
| Status | Parts ordered [ 3 ] | Parts Recieved [ 10003 ] |
| Plot |
| Status | Parts Recieved [ 10003 ] | Worksheet Issued [ 10004 ] |
| Times Scheduled | 1 | |
| Status | Worksheet Issued [ 10004 ] | Engineer Scheduled [ 10000 ] |
Steve has advised that he needs some mastic, I have spoken to Vanessa who said she would pop some in the post
Show
Adrienne Barwell (Inactive)
added a comment - Steve has advised that he needs some mastic, I have spoken to Vanessa who said she would pop some in the post
I need to send the guys back to finish the painting - wood has been replaced
Show
Adrienne Barwell (Inactive)
added a comment - I need to send the guys back to finish the painting - wood has been replaced
Steve says that this is now complete, I will however get him to check this when he returns to the site
Show
Adrienne Barwell (Inactive)
added a comment - Steve says that this is now complete, I will however get him to check this when he returns to the site
| Status | Engineer Scheduled [ 10000 ] | Resolved [ 5 ] |
| Resolution | Completed [ 1 ] |
Re-opened as email received from Lee saying "some of the boards on LV2 look to be a different colour (almost like they need another coat)".
Show
Karen Watson (Inactive)
added a comment - Re-opened as email received from Lee saying "some of the boards on LV2 look to be a different colour (almost like they need another coat)".
Worksheet issued and advised Lee at park we will complete this work on Friday 03.07.15
Show
Karen Watson (Inactive)
added a comment - Worksheet issued and advised Lee at park we will complete this work on Friday 03.07.15
| Attachment | New worksheet issued.jpg [ 95398 ] |
| Attachment | Email from & reply to park.jpg [ 95403 ] |
| Attachment | CCF01072015_00004.jpg [ 95820 ] |
| Status | Resolved [ 5 ] | Complete [ 6 ] |
| Attachment | Worksheet GW-720.jpg [ 96399 ] |
Steve reapplied another coat of stain (slightly darker colour) to the new treated wood but says still looks different. Says in his opinion will never be the exact same shade as the new wood has a different finish.
Show
Karen Watson (Inactive)
added a comment - Steve reapplied another coat of stain (slightly darker colour) to the new treated wood but says still looks different. Says in his opinion will never be the exact same shade as the new wood has a different finish.
| Status | Complete [ 6 ] | Complete [ 6 ] |
| Status | Complete [ 6 ] | Complete [ 6 ] |
| Attachment | Email from park.jpg [ 103471 ] |
| Attachment | Email to park.jpg [ 103472 ] |
Lee at park reqesting written confirmationfrom Atlas regarding the maintenance of the outside wood cladding being 3 years? Advised Atlas continually refer back to the owner handbook which simply states regular maintenance as required. They have added that they cannot recommend a specific maintenance programme as this would depend on the location and conditions of siting. Accordingly, we are unable to advise further in this matter.
Show
Karen Watson (Inactive)
added a comment - Lee at park reqesting written confirmationfrom Atlas regarding the maintenance of the outside wood cladding being 3 years? Advised Atlas continually refer back to the owner handbook which simply states regular maintenance as required. They have added that they cannot recommend a specific maintenance programme as this would depend on the location and conditions of siting. Accordingly, we are unable to advise further in this matter.
| Transition | Time In Source Status | Execution Times | Last Executer | Last Execution Date | |||||
|---|---|---|---|---|---|---|---|---|---|
|
14m 12s | 1 | Claire Folland | 07/Jan/15 11:19 AM | |||||
|
1d 10m | 1 | Claire Folland | 08/Jan/15 11:29 AM | |||||
|
6d 4h 13m | 1 | Adrienne Barwell (Inactive) | 14/Jan/15 3:43 PM | |||||
|
12d 21h 45m | 1 | Claire Folland | 27/Jan/15 1:28 PM | |||||
|
3s | 1 | Claire Folland | 27/Jan/15 1:29 PM | |||||
|
42d 22h 33m | 1 | Adrienne Barwell (Inactive) | 11/Mar/15 12:02 PM | |||||
|
2s | 1 | Adrienne Barwell (Inactive) | 11/Mar/15 12:02 PM | |||||
|
1s | 1 | Adrienne Barwell (Inactive) | 11/Mar/15 12:02 PM | |||||
|
33d 30m | 1 | Adrienne Barwell (Inactive) | 13/Apr/15 1:33 PM | |||||
|
45d 3h 28m | 1 | Adrienne Barwell (Inactive) | 28/May/15 5:01 PM | |||||
|
3s | 1 | Adrienne Barwell (Inactive) | 28/May/15 5:01 PM | |||||
|
1s | 1 | Adrienne Barwell (Inactive) | 28/May/15 5:01 PM | |||||
|
10d 17h 47m | 1 | Adrienne Barwell (Inactive) | 08/Jun/15 10:48 AM | |||||
|
23d 1h 56m | 1 | Adrienne Barwell (Inactive) | 01/Jul/15 12:45 PM | |||||
|
6d 20h 55m | 2 | Karen Watson (Inactive) | 08/Jul/15 9:40 AM |
