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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Manufacturer:Swift
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Model:Loire
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Serial:017829h
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Stock_Number:30307
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Park_Company:Trelawne Manor Holiday Village
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Park_Code:TREL03
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Park_Address:Trelawne Manor Holiday Village
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Park_Address2:Trelawne
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Park_City:Looe
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Park_Postcode:PL13 2NA
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Park_Contact:Peter & Debbie Walker
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Park_Phone:01503 272213
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Park_Email:trelawne-owners@jfhols.co.uk
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Karen Watson (Inactive)
added a comment -
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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.
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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.
Dan has advised that the finance company have indicated that perhaps Mrs Perriham has a case for rejecting the holiday home
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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
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.
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.
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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.
Compiled full history of issues reported on this van - see attachment.
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Karen Watson (Inactive)
added a comment - Compiled full history of issues reported on this van - see attachment.
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.
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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.
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?
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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?
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.
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.
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."
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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."
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."
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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."
this is no longer a problem, customer has had there money back and I am arranging for someone to replace the vinyl
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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
no further action
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Adrienne Barwell (Inactive)
added a comment - no further action