Details
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Type:
Customer Problem
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Status: Complete
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Priority:
Normal
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Resolution: Completed
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Labels:None
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Hold Reason:Waiting for Customer
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Manufacturer:Swift
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Model:Loire
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Serial:020011h
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Stock_Number:32677
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Plot:Mr Thatcher
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Park_Company:Lower Aish Caravan Park
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Park_Code:LOWE02
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Park_Address:Lower Aish Caravan Park
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Park_Address2:Poundsgate
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Park_City:Ashburton
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Park_Postcode:TQ13 7NY
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Park_Contact:mark wilkinson
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Park_Phone:1364631229
Issue Links
- Same Van
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SWIFT-12300
PDI Reports wet marks on the bottom of the wall in the twin bedroom which adjoins the master bedroom
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- Complete
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Activity
| Field | Original Value | New Value |
|---|---|---|
| Link |
This issue Same Van |
| Park_Contact | mark wilkinson | |
| Park_Postcode | TQ13 7NY | |
| Park_Phone | 1364631229 | |
| Park_Code | LOWE02 | |
| Park_City | Ashburton | |
| Park_Address | Poundsgate |
| Assignee | Adrienne Barwell [ adrienne ] |
| Attachment | screenshot-1.png [ 123517 ] |
| Status | Open [ 1 ] | In Progress [ 10050 ] |
| Status | In Progress [ 10050 ] | Hold [ 10249 ] |
| Hold Reason | Waiting for Customer [ 11750 ] | Waiting for Manufacturer [ 11751 ] |
Claire has contacted Lisa Hall regarding compensation for this customer.
Show
Adrienne Barwell (Inactive)
added a comment - Claire has contacted Lisa Hall regarding compensation for this customer.
| Attachment | screenshot-2.png [ 123518 ] |
| Attachment | screenshot-3.png [ 123519 ] |
| Attachment | E-mail to Lisa re compensation.png [ 123520 ] |
| Attachment | Response from Lisa Hall.png [ 123521 ] |
Hi Claire
I ve had a look at the case and I need to understand what caused the radiator to leak and when this was identified. In order to do this, I need to speak to the Engineer who attended, but I am unable to get hold of him today. I will come back to you next week if that’s ok.
Kind regards
Lisa Hall
Commercial Services Manager
01482 479411
07703 823935
I ve had a look at the case and I need to understand what caused the radiator to leak and when this was identified. In order to do this, I need to speak to the Engineer who attended, but I am unable to get hold of him today. I will come back to you next week if that’s ok.
Kind regards
Lisa Hall
Commercial Services Manager
01482 479411
07703 823935
Show
Adrienne Barwell (Inactive)
added a comment - Hi Claire
I ve had a look at the case and I need to understand what caused the radiator to leak and when this was identified. In order to do this, I need to speak to the Engineer who attended, but I am unable to get hold of him today. I will come back to you next week if that’s ok.
Kind regards
Lisa Hall
Commercial Services Manager
01482 479411
07703 823935
Updated Sam Smith in sales
Show
Adrienne Barwell (Inactive)
added a comment - Updated Sam Smith in sales
| Park_Key_Account | No |
Claire advised that Mr Thatcher requested £1000.00 compensation. Claire has advised that she has had a response from Lisa at Swift which advises that they are not prepared to pay any compensation because the holiday home was usable.
Claire will ring Mr Thatcher to decide where we go from here.
Claire will ring Mr Thatcher to decide where we go from here.
Show
Adrienne Barwell (Inactive)
added a comment - Claire advised that Mr Thatcher requested £1000.00 compensation. Claire has advised that she has had a response from Lisa at Swift which advises that they are not prepared to pay any compensation because the holiday home was usable.
Claire will ring Mr Thatcher to decide where we go from here.
From: Hall, Lisa [mailto:LHall@swiftleisure.co.uk]
Sent: 25 July 2016 08:58
To: Claire Folland
Cc: Swift Aftersales (crm@swiftleisure.co.uk)
Subject: RE: 2016 Swift Loire 20011h @ Lower Aish
Hi Claire
I am sorry that I took some time to come back to you. I spoke with Craig, the Engineer who attended and he remembered speaking with Mr Thatcher, who was at the van, whilst Craig undertook the work. Craig was able to show the customer that the van was usable, as the pressure was unaffected within the boiler.
Looking at the case, I can also see that the case was reported to us on 02/07/16 and we attended within our 4 week service level. We weren t advised that the customer felt unable to use the van, or requested a faster response time. Due to this we are unable to meet Mr Thatchers request for compensation. I am sorry if we appear unhelpful on this one.
Kind regards
Lisa Hall
Commercial Services Manager
01482 479411
07703 823935
Sent: 25 July 2016 08:58
To: Claire Folland
Cc: Swift Aftersales (crm@swiftleisure.co.uk)
Subject: RE: 2016 Swift Loire 20011h @ Lower Aish
Hi Claire
I am sorry that I took some time to come back to you. I spoke with Craig, the Engineer who attended and he remembered speaking with Mr Thatcher, who was at the van, whilst Craig undertook the work. Craig was able to show the customer that the van was usable, as the pressure was unaffected within the boiler.
Looking at the case, I can also see that the case was reported to us on 02/07/16 and we attended within our 4 week service level. We weren t advised that the customer felt unable to use the van, or requested a faster response time. Due to this we are unable to meet Mr Thatchers request for compensation. I am sorry if we appear unhelpful on this one.
Kind regards
Lisa Hall
Commercial Services Manager
01482 479411
07703 823935
Show
Adrienne Barwell (Inactive)
added a comment - From: Hall, Lisa [mailto: LHall@swiftleisure.co.uk ]
Sent: 25 July 2016 08:58
To: Claire Folland
Cc: Swift Aftersales ( crm@swiftleisure.co.uk )
Subject: RE: 2016 Swift Loire 20011h @ Lower Aish
Hi Claire
I am sorry that I took some time to come back to you. I spoke with Craig, the Engineer who attended and he remembered speaking with Mr Thatcher, who was at the van, whilst Craig undertook the work. Craig was able to show the customer that the van was usable, as the pressure was unaffected within the boiler.
Looking at the case, I can also see that the case was reported to us on 02/07/16 and we attended within our 4 week service level. We weren t advised that the customer felt unable to use the van, or requested a faster response time. Due to this we are unable to meet Mr Thatchers request for compensation. I am sorry if we appear unhelpful on this one.
Kind regards
Lisa Hall
Commercial Services Manager
01482 479411
07703 823935
| Attachment | screenshot-4.png [ 124465 ] |
| Status | Hold [ 10249 ] | In Progress [ 10050 ] |
| Hold Reason | Waiting for Manufacturer [ 11751 ] | Waiting for Customer [ 11750 ] |
| Attachment | screenshot-5.png [ 126349 ] |
Claire,
Sorry I can’t email you from Jira.
I just had Mr Thatcher on the phone asking what is going on as he has not heard from us, I spoken to ade and she has advised me that Swift have rejected his claim for compensation and that it will need to be passed to our directors can you pass this to them and then update him when you have an answer please. no 07831 326161
he has said that he works with a solicitor and he will be getting him involved due to the time.
I have messaged you on 4 comms.
thanks
lorraine
Sorry I can’t email you from Jira.
I just had Mr Thatcher on the phone asking what is going on as he has not heard from us, I spoken to ade and she has advised me that Swift have rejected his claim for compensation and that it will need to be passed to our directors can you pass this to them and then update him when you have an answer please. no 07831 326161
he has said that he works with a solicitor and he will be getting him involved due to the time.
I have messaged you on 4 comms.
thanks
lorraine
Show
Adrienne Barwell (Inactive)
added a comment - Claire,
Sorry I can’t email you from Jira.
I just had Mr Thatcher on the phone asking what is going on as he has not heard from us, I spoken to ade and she has advised me that Swift have rejected his claim for compensation and that it will need to be passed to our directors can you pass this to them and then update him when you have an answer please. no 07831 326161
he has said that he works with a solicitor and he will be getting him involved due to the time.
I have messaged you on 4 comms.
thanks
lorraine
I need to speak to Claire regarding this, she had advised that she would contact Mr Thatcher and discuss the matter last week.
Show
Adrienne Barwell (Inactive)
added a comment - I need to speak to Claire regarding this, she had advised that she would contact Mr Thatcher and discuss the matter last week.
I have tried to call Mr Thatcher but his mobile is switched off, i have also tried his home number, no answer, left a message on his answerphone
Show
Adrienne Barwell (Inactive)
added a comment - I have tried to call Mr Thatcher but his mobile is switched off, i have also tried his home number, no answer, left a message on his answerphone
Claire advises, she has spoken to Mr Thatcher, he feels he needs to take it further as he is not getting anywhere with swift, he does not agree with swifts response, he has advised the van arrived on site with damage from radiator, the park told him the wall had to come down to get the van repaired, he did not see the engineer until he came down to repair the unit,
Have advised i would speak to swift again and will let him know what they say, he is happy with this
Have advised i would speak to swift again and will let him know what they say, he is happy with this
Show
Adrienne Barwell (Inactive)
added a comment - - edited Claire advises, she has spoken to Mr Thatcher, he feels he needs to take it further as he is not getting anywhere with swift, he does not agree with swifts response, he has advised the van arrived on site with damage from radiator, the park told him the wall had to come down to get the van repaired, he did not see the engineer until he came down to repair the unit,
Have advised i would speak to swift again and will let him know what they say, he is happy with this
| Comment | [ All work has now been completed on this unit, I await instruction from Mr Thatcher as to whether he still wants to pursue compensation and an indication of how much he is thinking off, so that Swift can be approached ] |
| Attachment | Timeline for Mr Thatcher.docx [ 127148 ] |
Michael Taylor is going to Hull this week to Lawns and I think that I will run this case past him before he goes up to speak to the Directors of Swift. My instinct is to request that we pay the compensation to Mr Thatcher but will ask Michael his opinion.
Show
Adrienne Barwell (Inactive)
added a comment - Michael Taylor is going to Hull this week to Lawns and I think that I will run this case past him before he goes up to speak to the Directors of Swift. My instinct is to request that we pay the compensation to Mr Thatcher but will ask Michael his opinion.
I have spoken to Darren and advised that in my opinion, Swift will not change their mind about the compensation for this unit. He has said that he will speak to Sam with a view to paying a goodwill settlement to the customer.
Show
Adrienne Barwell (Inactive)
added a comment - I have spoken to Darren and advised that in my opinion, Swift will not change their mind about the compensation for this unit. He has said that he will speak to Sam with a view to paying a goodwill settlement to the customer.
Darren has advised that we will offer £500.00 to Mr Thatcher.
I have spoken to Claire and updated her, she has spoken all the way through to Mr Thatcher so she will give him a call and reiterate that Swift will not pay any compensation but after discussions with Sam Smith and the Sales Director, we would like to offer him £500.00 as a gesture of goodwill.
I have spoken to Claire and updated her, she has spoken all the way through to Mr Thatcher so she will give him a call and reiterate that Swift will not pay any compensation but after discussions with Sam Smith and the Sales Director, we would like to offer him £500.00 as a gesture of goodwill.
Show
Adrienne Barwell (Inactive)
added a comment - Darren has advised that we will offer £500.00 to Mr Thatcher.
I have spoken to Claire and updated her, she has spoken all the way through to Mr Thatcher so she will give him a call and reiterate that Swift will not pay any compensation but after discussions with Sam Smith and the Sales Director, we would like to offer him £500.00 as a gesture of goodwill.
Claire has phoned Mr Thatcher and has offered £500.00 he will go and discuss it with his wife and come back to her tomorrow with and response.
Show
Adrienne Barwell (Inactive)
added a comment - Claire has phoned Mr Thatcher and has offered £500.00 he will go and discuss it with his wife and come back to her tomorrow with and response.
Mr Thatcher has confirmed that they will accept £500.00
Show
Adrienne Barwell (Inactive)
added a comment - Mr Thatcher has confirmed that they will accept £500.00
Cheque for £500.00 has been raised by Acounts
Show
Adrienne Barwell (Inactive)
added a comment - Cheque for £500.00 has been raised by Acounts
Cheque posted to the site.
Show
Adrienne Barwell (Inactive)
added a comment - Cheque posted to the site.
| Status | In Progress [ 10050 ] | Resolved [ 5 ] |
| Resolution | Completed [ 1 ] |
| Status | Resolved [ 5 ] | Complete [ 6 ] |
| Transition | Time In Source Status | Execution Times | Last Executer | Last Execution Date | |||||
|---|---|---|---|---|---|---|---|---|---|
|
9d 23h 26m | 1 | Adrienne Barwell (Inactive) | 15/Jul/16 2:16 PM | |||||
|
9s | 1 | Adrienne Barwell (Inactive) | 15/Jul/16 2:17 PM | |||||
|
13d 18h 43m | 1 | Adrienne Barwell (Inactive) | 29/Jul/16 9:00 AM | |||||
|
39d 7h 6m | 1 | Adrienne Barwell (Inactive) | 06/Sep/16 4:07 PM | |||||
|
3s | 1 | Adrienne Barwell (Inactive) | 06/Sep/16 4:07 PM |
Mr Thatcher would also like his warranty to start from now because he has not had any use out of holiday home. Again we will ask this question of Lisa at Swift.
Claire to call Mr Thatcher in the morning and we will then contact Lisa Hall at Swift