Details

    • Type: Customer Problem Customer Problem
    • Status: Complete
    • Priority: Normal Normal
    • Resolution: Completed
    • Labels:
      None
    • Manufacturer:
      Swift
    • Model:
      Loire
    • Serial:
      017829h
    • Stock_Number:
      30307
    • Park_Company:
       Trelawne Manor Holiday Village
    • Park_Code:
      TREL03
    • Park_Address:
      Trelawne Manor Holiday Village
    • Park_Address2:
      Trelawne
    • Park_City:
      Looe
    • Park_Postcode:
      PL13 2NA
    • Park_Contact:
      Peter & Debbie Walker
    • Park_Phone:
      01503 272213
    • Park_Email:
      trelawne-owners@jfhols.co.uk
    1. DEKRA Mr David Perriam 017829h.pdf
      772 kB
      Karen Watson
    2. History of Issues - 017829h.pdf
      4.43 MB
      Karen Watson
    3. Trelawne 017829h.xlsx
      16 kB
      Adrienne Barwell
    1. Email from & reply to park.jpg
      228 kB
    2. Email from & reply to park.jpg
      223 kB
    3. Email from park.jpg
      238 kB
    4. Email from park.jpg
      175 kB
    5. Email from park.jpg
      315 kB
    6. Email from Swift.jpg
      196 kB
    7. Email to park.jpg
      197 kB
    8. Email to park.jpg
      237 kB
    9. Email to park.jpg
      279 kB
    10. screenshot-1.jpg
      209 kB
    11. screenshot-2.jpg
      228 kB

      Issue Links

        Activity

        Karen Watson (Inactive) created issue -
        Karen Watson (Inactive) made changes -
        Field Original Value New Value
        Park_Contact Peter & Debbie Walker
        Park_Postcode PL13 2NA
        Park_Phone 01503 272213
        Park_Code TREL03
        Park_Address2 Trelawne
        Park_City Looe
        Park_Address Trelawne Manor Holiday Village
        Hide
        Karen Watson (Inactive) added a comment -
        Mandy at park has advised that she has received a formal customer complaint from owners (Mr & Mrs Perriam) via their finance company, who have requested copies of the PDI and all completed jobsheets. Advised Mandy although no problem to provide these I cannot prioritise this work and suggested she just let the finance company know this. She will also inform them what issues remain outstanding.
        Show
        Karen Watson (Inactive) added a comment - Mandy at park has advised that she has received a formal customer complaint from owners (Mr & Mrs Perriam) via their finance company, who have requested copies of the PDI and all completed jobsheets. Advised Mandy although no problem to provide these I cannot prioritise this work and suggested she just let the finance company know this. She will also inform them what issues remain outstanding.
        Karen Watson (Inactive) made changes -
        Link This issue Same Van GW-1049 [ GW-1049 ]
        Karen Watson (Inactive) made changes -
        Link This issue Same Van GW-1049 [ GW-1049 ]
        Karen Watson (Inactive) made changes -
        Link This issue Same Van GW-1049 [ GW-1049 ]
        Adrienne Barwell (Inactive) made changes -
        Status Open [ 1 ] In Progress [ 10050 ]
        Assignee Adrienne Barwell [ adrienne ]
        Hide
        Adrienne Barwell (Inactive) added a comment -
        Dan has advised that the finance company have indicated that perhaps Mrs Perriham has a case for rejecting the holiday home
        Show
        Adrienne Barwell (Inactive) added a comment - Dan has advised that the finance company have indicated that perhaps Mrs Perriham has a case for rejecting the holiday home
        Adrienne Barwell (Inactive) made changes -
        Attachment screenshot-1.jpg [ 101308 ]
        Hide
        Adrienne Barwell (Inactive) added a comment -
        Karen has left a message for Dan to give us a call so we can clarify exactly what the finance Company have advised him. Karen will advise Dan that she has escalated the matter to myself. (I will take advice from Darren)

        Karen will make a list of the chain of events so that I can present them to Darren.

        This customer previously requested compensation from Surf Bay instead of replacing the vinyl, however, they requested £5000.00 which we declined.
        Show
        Adrienne Barwell (Inactive) added a comment - Karen has left a message for Dan to give us a call so we can clarify exactly what the finance Company have advised him. Karen will advise Dan that she has escalated the matter to myself. (I will take advice from Darren) Karen will make a list of the chain of events so that I can present them to Darren. This customer previously requested compensation from Surf Bay instead of replacing the vinyl, however, they requested £5000.00 which we declined.
        Adrienne Barwell (Inactive) made changes -
        Attachment screenshot-2.jpg [ 101309 ]
        Adrienne Barwell (Inactive) made changes -
        Attachment Trelawne 017829h.xlsx [ 101310 ]
        Karen Watson (Inactive) made changes -
        Attachment Email from park.jpg [ 101313 ]
        Karen Watson (Inactive) made changes -
        Attachment Email to park.jpg [ 101314 ]
        Karen Watson (Inactive) made changes -
        Attachment History of Issues - 017829h.pdf [ 101335 ]
        Hide
        Karen Watson (Inactive) added a comment -
        Compiled full history of issues reported on this van - see attachment.
        Show
        Karen Watson (Inactive) added a comment - Compiled full history of issues reported on this van - see attachment.
        Karen Watson (Inactive) made changes -
        Attachment Email from Swift.jpg [ 101395 ]
        Hide
        Karen Watson (Inactive) added a comment -
        Email received from Mandy asking for information I sent to Dan on 16.09.15, he clearly has not passed this to her, so replied to her email and attached my email of 16.09.15.
        Show
        Karen Watson (Inactive) added a comment - Email received from Mandy asking for information I sent to Dan on 16.09.15, he clearly has not passed this to her, so replied to her email and attached my email of 16.09.15.
        Karen Watson (Inactive) made changes -
        Attachment Email to park.jpg [ 102126 ]
        Karen Watson (Inactive) made changes -
        Attachment DEKRA Mr David Perriam 017829h.pdf [ 103991 ]
        Karen Watson (Inactive) made changes -
        Attachment Email from park.jpg [ 103992 ]
        Hide
        Karen Watson (Inactive) added a comment - - edited
        Emai received from Dan attaching Finance companies engineer report and note from Dan saying "Can you please read this report and note warranty issues.. It looks like the customer will be rejecting this caravan on the back of these issues not being resolved. Swift engineers did attend this last week and fixed the shower. Can you ensure all other jobs are logged". As I spoke to Dan since he sent this email (spoke to him on Saturday) when he told me just in passing that they will probably just give Mrs Perriam her money back to get rid of her I have reopened the door issue as this is the only thing we can do anything about at this time and enquired if he would like us to attend to it?
        Show
        Karen Watson (Inactive) added a comment - - edited Emai received from Dan attaching Finance companies engineer report and note from Dan saying "Can you please read this report and note warranty issues.. It looks like the customer will be rejecting this caravan on the back of these issues not being resolved. Swift engineers did attend this last week and fixed the shower. Can you ensure all other jobs are logged". As I spoke to Dan since he sent this email (spoke to him on Saturday) when he told me just in passing that they will probably just give Mrs Perriam her money back to get rid of her I have reopened the door issue as this is the only thing we can do anything about at this time and enquired if he would like us to attend to it?
        Karen Watson (Inactive) made changes -
        Attachment Email to park.jpg [ 103995 ]
        Hide
        Karen Watson (Inactive) added a comment -
        Email received from Dan at the park asking that we "go ahead and book the vinyl repair in".
        However the last conversation (Saturday just gone I think it was) Dan advised that he believe the park are going to give Mr & Mrs Perriam their money back and take back the van. Checked with Darren and he advised that we should not carry out any further work until Mr & Mrs Perriams complaint as been resolved. If ownership has reverted back to the park then we can go ahead with their request.
        Email sent to Dan asking that he first advise us on the situation of ownership.
        Show
        Karen Watson (Inactive) added a comment - Email received from Dan at the park asking that we "go ahead and book the vinyl repair in". However the last conversation (Saturday just gone I think it was) Dan advised that he believe the park are going to give Mr & Mrs Perriam their money back and take back the van. Checked with Darren and he advised that we should not carry out any further work until Mr & Mrs Perriams complaint as been resolved. If ownership has reverted back to the park then we can go ahead with their request. Email sent to Dan asking that he first advise us on the situation of ownership.
        Karen Watson (Inactive) made changes -
        Attachment Email from & reply to park.jpg [ 104141 ]
        Karen Watson (Inactive) made changes -
        Attachment Email from & reply to park.jpg [ 104410 ]
        Hide
        Karen Watson (Inactive) added a comment -
        Email received from Dan at park saying "It looks like it is going down the lines of rejection... we would still expect you to do the vinyl to resolve this ongoing issue." Replied that "I have been instructed not to take any further action until ownership has reverted back to the park. As soon as this is confirmed we will be happy to make the agreed repairs."
        Show
        Karen Watson (Inactive) added a comment - Email received from Dan at park saying "It looks like it is going down the lines of rejection... we would still expect you to do the vinyl to resolve this ongoing issue." Replied that "I have been instructed not to take any further action until ownership has reverted back to the park. As soon as this is confirmed we will be happy to make the agreed repairs."
        Karen Watson (Inactive) made changes -
        Attachment Email from park.jpg [ 104411 ]
        Hide
        Karen Watson (Inactive) added a comment -
        Further email from park saying "Yes we would expect this.. The dispute is still ongoing and Black Horse Finance are saying they may approach Swift to contribute towards costs they are refunding customer, due to the caravan being deemed faulty."
        Show
        Karen Watson (Inactive) added a comment - Further email from park saying "Yes we would expect this.. The dispute is still ongoing and Black Horse Finance are saying they may approach Swift to contribute towards costs they are refunding customer, due to the caravan being deemed faulty."
        Hide
        Adrienne Barwell (Inactive) added a comment -
        this is no longer a problem, customer has had there money back and I am arranging for someone to replace the vinyl
        Show
        Adrienne Barwell (Inactive) added a comment - this is no longer a problem, customer has had there money back and I am arranging for someone to replace the vinyl
        Adrienne Barwell (Inactive) made changes -
        Status In Progress [ 10050 ] Complete [ 6 ]
        Adrienne Barwell (Inactive) made changes -
        Link This issue Same Van GW-1049 [ GW-1049 ]
        Hide
        Adrienne Barwell (Inactive) added a comment -
        no further action
        Show
        Adrienne Barwell (Inactive) added a comment - no further action
        Adrienne Barwell (Inactive) made changes -
        Park_Key_Account Yes
        Adrienne Barwell (Inactive) made changes -
        Status Complete [ 6 ] Reopened [ 4 ]
        Adrienne Barwell (Inactive) made changes -
        Status Reopened [ 4 ] Resolved [ 5 ]
        Assignee Adrienne Barwell [ adrienne ] Karen Watson [ karenw ]
        Resolution Completed [ 1 ]
        Adrienne Barwell (Inactive) made changes -
        Status Resolved [ 5 ] Reopened [ 4 ]
        Adrienne Barwell (Inactive) made changes -
        Status Reopened [ 4 ] Complete [ 6 ]
        Transition Time In Source Status Execution Times Last Executer Last Execution Date
        Open Open In Progress In Progress
        1d 3h 11m 1 Adrienne Barwell (Inactive) 16/Sep/15 3:51 PM
        In Progress In Progress Complete Complete
        168d 18h 45m 1 Adrienne Barwell (Inactive) 03/Mar/16 9:37 AM
        Complete Complete Reopened Reopened
        78d 5h 21m 1 Adrienne Barwell (Inactive) 20/May/16 3:58 PM
        Reopened Reopened Resolved Resolved
        4s 1 Adrienne Barwell (Inactive) 20/May/16 3:59 PM
        Resolved Resolved Reopened Reopened
        7s 1 Adrienne Barwell (Inactive) 20/May/16 3:59 PM
        Reopened Reopened Complete Complete
        3s 1 Adrienne Barwell (Inactive) 20/May/16 3:59 PM

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            Dates

            • Created:
              Updated:
              Resolved: