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 Manufacturer
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Manufacturer:Swift
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Model:Soiel
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Size:35x12x2
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Serial:011994h
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Stock_Number:28743
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Plot:A024
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Park_Company:Highlands End Caravan Park Ltd
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Park_Code:HIGH03
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Park_Address:Highlands End Farm
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Park_Address2:Eype
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Park_City:Bridport
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Park_Postcode:DT6 6AR
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Park_Contact:m cox
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Park_Phone:01308 422139
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Park_Email:Sales@wdlh.co.uk
Activity
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Adrienne Barwell (Inactive)
added a comment -
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Letter of complaint received from Highlands End, I have forwarded this to Swift and await their response
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Adrienne Barwell (Inactive)
added a comment - Letter of complaint received from Highlands End, I have forwarded this to Swift and await their response
E-mail from Darren he would like a response on how we are going to sort this out this morning
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Adrienne Barwell (Inactive)
added a comment - E-mail from Darren he would like a response on how we are going to sort this out this morning
I have advised Darren that I can get Steve out to the site on Thursday to refix the skirting and edgings. He can also check what needs to be done with the ceiling boards and report back
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Adrienne Barwell (Inactive)
added a comment - I have advised Darren that I can get Steve out to the site on Thursday to refix the skirting and edgings. He can also check what needs to be done with the ceiling boards and report back
Darren has confirmed that Thursday would be great, he has said that he would update Jasper on the site.
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Adrienne Barwell (Inactive)
added a comment - Darren has confirmed that Thursday would be great, he has said that he would update Jasper on the site.
Worksheet issued for Steve
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Adrienne Barwell (Inactive)
added a comment - Worksheet issued for Steve
response received from Rea : Hi Adrienne,
Richard Ross made us aware of this case.
I am going to suggest sending Andy to come and speak to this customer and go through the issues outlined in the letter. Can the customer be present?
We screw the shower walls on as that’s how we manufacture them, the screws will not rust as they are stainless steel. Andy will explain to the customer why we do this and hopefully put their mind at ease.
I will also ask Andy to take a look at the ceiling panels, Richard Ross did take some pictures but they are not very clear. I will ensure a replacement ceiling panel is ordered so this can be changed.
I will also ask Andy to address the skirting issues throughout the caravan.
In an email from Richard Ross it was also raised that our engineer had left dirt from his shoes we spoke to the engineer about this and he informed us he always takes his shoes off.
Please could you advise your customer what we propose to do, if we could have the customers contact details we can contact prior to attending so she can be present.
Kind Regards
Rea Azzi
Richard Ross made us aware of this case.
I am going to suggest sending Andy to come and speak to this customer and go through the issues outlined in the letter. Can the customer be present?
We screw the shower walls on as that’s how we manufacture them, the screws will not rust as they are stainless steel. Andy will explain to the customer why we do this and hopefully put their mind at ease.
I will also ask Andy to take a look at the ceiling panels, Richard Ross did take some pictures but they are not very clear. I will ensure a replacement ceiling panel is ordered so this can be changed.
I will also ask Andy to address the skirting issues throughout the caravan.
In an email from Richard Ross it was also raised that our engineer had left dirt from his shoes we spoke to the engineer about this and he informed us he always takes his shoes off.
Please could you advise your customer what we propose to do, if we could have the customers contact details we can contact prior to attending so she can be present.
Kind Regards
Rea Azzi
Show
Adrienne Barwell (Inactive)
added a comment - response received from Rea : Hi Adrienne,
Richard Ross made us aware of this case.
I am going to suggest sending Andy to come and speak to this customer and go through the issues outlined in the letter. Can the customer be present?
We screw the shower walls on as that’s how we manufacture them, the screws will not rust as they are stainless steel. Andy will explain to the customer why we do this and hopefully put their mind at ease.
I will also ask Andy to take a look at the ceiling panels, Richard Ross did take some pictures but they are not very clear. I will ensure a replacement ceiling panel is ordered so this can be changed.
I will also ask Andy to address the skirting issues throughout the caravan.
In an email from Richard Ross it was also raised that our engineer had left dirt from his shoes we spoke to the engineer about this and he informed us he always takes his shoes off.
Please could you advise your customer what we propose to do, if we could have the customers contact details we can contact prior to attending so she can be present.
Kind Regards
Rea Azzi
I have advised Rea that I will be sending Steve tomorrow to try and sort out the trims and try and obtain some photographs of the ceiling
Show
Adrienne Barwell (Inactive)
added a comment - I have advised Rea that I will be sending Steve tomorrow to try and sort out the trims and try and obtain some photographs of the ceiling
Rea has advised:
Hi Adrienne,
Ok I have asked them to order a ceiling board so this can be changed on the visit.
This will be planned in next Wednesday, it will not show on Connect as we have arranged this outside the system, you will still receive an email though. I will set a reminder to confirm.
Regards
Rea Azzi
Hi Adrienne,
Ok I have asked them to order a ceiling board so this can be changed on the visit.
This will be planned in next Wednesday, it will not show on Connect as we have arranged this outside the system, you will still receive an email though. I will set a reminder to confirm.
Regards
Rea Azzi
Show
Adrienne Barwell (Inactive)
added a comment - Rea has advised:
Hi Adrienne,
Ok I have asked them to order a ceiling board so this can be changed on the visit.
This will be planned in next Wednesday, it will not show on Connect as we have arranged this outside the system, you will still receive an email though. I will set a reminder to confirm.
Regards
Rea Azzi
Swift have advised that they will be attending w/c 29.6.15 to carry out the repairs
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Adrienne Barwell (Inactive)
added a comment - Swift have advised that they will be attending w/c 29.6.15 to carry out the repairs
I have updated Jasper at Highlands End
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Adrienne Barwell (Inactive)
added a comment - I have updated Jasper at Highlands End
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Adrienne Barwell (Inactive)
added a comment - jasper@wdlh.co.uk
Andy phoned and spoke to Lorraine about this issue and he advised that he needs to speak to someone at the site about it. Lorraine has advised that he needs to speak to Jasper at the site.
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Adrienne Barwell (Inactive)
added a comment - Andy phoned and spoke to Lorraine about this issue and he advised that he needs to speak to someone at the site about it. Lorraine has advised that he needs to speak to Jasper at the site.
Andy says he will be attending on Wednesday 1st July
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Adrienne Barwell (Inactive)
added a comment - Andy says he will be attending on Wednesday 1st July
Jasper has phoned to advise that whoever the person from Swift or Surf Bay was yesterday who inspected the van and said that the unit had a leak took the customer name and telephone number, he is anxious that the customer is not informed of the leak because they are already having problems with her.
I will give Rea a call to ensure that this is not mentioned
I will give Rea a call to ensure that this is not mentioned
Show
Adrienne Barwell (Inactive)
added a comment - Jasper has phoned to advise that whoever the person from Swift or Surf Bay was yesterday who inspected the van and said that the unit had a leak took the customer name and telephone number, he is anxious that the customer is not informed of the leak because they are already having problems with her.
I will give Rea a call to ensure that this is not mentioned
Rang Andy's phone and left a message on his answerphone
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Adrienne Barwell (Inactive)
added a comment - Rang Andy's phone and left a message on his answerphone
Rang Rea, and explained that the park are concerned that someone is going to contact the customer direct and let them know about the leak, they do not want the customer contacted.
Rea said that she would give Andy a call and see whether it was him that attended to the van yesterday, she is not sure why he would have taken the customer contact details but she will find out and ring me back
Rea said that she would give Andy a call and see whether it was him that attended to the van yesterday, she is not sure why he would have taken the customer contact details but she will find out and ring me back
Show
Adrienne Barwell (Inactive)
added a comment - Rang Rea, and explained that the park are concerned that someone is going to contact the customer direct and let them know about the leak, they do not want the customer contacted.
Rea said that she would give Andy a call and see whether it was him that attended to the van yesterday, she is not sure why he would have taken the customer contact details but she will find out and ring me back
Steve has advised that the water is coming in the ridge and running down the ceiling making it black in the bathroom and hall. New ceiling board required. The owner does not know it is water damage and Steve has repaired the roof
Show
Adrienne Barwell (Inactive)
added a comment - Steve has advised that the water is coming in the ridge and running down the ceiling making it black in the bathroom and hall. New ceiling board required. The owner does not know it is water damage and Steve has repaired the roof
Swift engineer, Andy advised on his way to park. Called park and spoke to Val, she said they are open and yes he can come.
Message relayed back to Andy.
Message relayed back to Andy.
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Karen Watson (Inactive)
added a comment - Swift engineer, Andy advised on his way to park. Called park and spoke to Val, she said they are open and yes he can come.
Message relayed back to Andy.
Completed Swift engineer worksheet now in Connect. Andy confirmed that he fitted shower infills in both corners of shower and sealed the top. He also replaced ceiling board and comments that the stains on the ceiling boards have been caused "because the octopus was laying directly on to the fibre glass which caused it to become wet."
Surf Bay already refixed edging and skirting strips around caravan that had become unfastened from the interior.
Surf Bay already refixed edging and skirting strips around caravan that had become unfastened from the interior.
Show
Karen Watson (Inactive)
added a comment - - edited Completed Swift engineer worksheet now in Connect. Andy confirmed that he fitted shower infills in both corners of shower and sealed the top. He also replaced ceiling board and comments that the stains on the ceiling boards have been caused "because the octopus was laying directly on to the fibre glass which caused it to become wet."
Surf Bay already refixed edging and skirting strips around caravan that had become unfastened from the interior.
Adrienne asked me to call Jasper at park to check everything is OK, if so then this can be closed off.
Called park but Jasper not in today, call back tomorrow.
Called park but Jasper not in today, call back tomorrow.
Show
Karen Watson (Inactive)
added a comment - Adrienne asked me to call Jasper at park to check everything is OK, if so then this can be closed off.
Called park but Jasper not in today, call back tomorrow.
Spoke to Jasper he advised that he's happy with the work done but says he is waiting on customer to come back him. Sounded like he's not convinced his customer will be happy about the screw solution in the shower but as Swift have explained this to him there is nothing further we can do for him in this regard so I have closed this issue.
Show
Karen Watson (Inactive)
added a comment - - edited Spoke to Jasper he advised that he's happy with the work done but says he is waiting on customer to come back him. Sounded like he's not convinced his customer will be happy about the screw solution in the shower but as Swift have explained this to him there is nothing further we can do for him in this regard so I have closed this issue.