Details
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Type:
Upholstery (8 weeks)
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Status: Complete
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Priority:
Manager escalations
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Resolution: Completed
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Labels:None
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Responsibility:Manufacturer Attending
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Hire_or_Retail:Retail
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Serial:019068H
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Manufacturer:Swift
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Model:Moselle
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Year:2015
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ID Number:sbh004571
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Status Colour:
Complete
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Stock_Number:30961
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Times Scheduled:2
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Park_Company:Gunvenna Caravan Park
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Park_Postcode:PL27 6QN
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Park_Phone:01208 862405 James: 07725517383
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Park_Email:james.gunvenna@gmail.com / emma.gunvenna@gmail.com
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Park_Code:GUNV01
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Park_Key_Account:No
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SLA Status:
Issue Links
- Same Van
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PROB-3
Letter of complaint
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- Complete
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Activity
| Transition | Time In Source Status | Execution Times | Last Executer | Last Execution Date | |||||
|---|---|---|---|---|---|---|---|---|---|
|
10m 45s | 1 | Adrienne Barwell (Inactive) | 03/Jun/15 4:49 PM | |||||
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1d 22h 48m | 1 | Adrienne Barwell (Inactive) | 05/Jun/15 3:37 PM | |||||
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4d 1h 23m | 1 | Adrienne Barwell (Inactive) | 09/Jun/15 5:01 PM | |||||
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1d 20h | 1 | Adrienne Barwell (Inactive) | 11/Jun/15 1:01 PM | |||||
|
4d 20h 25m | 1 | Adrienne Barwell (Inactive) | 16/Jun/15 9:26 AM | |||||
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7d 28m | 1 | Adrienne Barwell (Inactive) | 23/Jun/15 9:55 AM | |||||
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1m 18s | 1 | Adrienne Barwell (Inactive) | 23/Jun/15 9:56 AM | |||||
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26d 23h 27m | 1 | Adrienne Barwell (Inactive) | 21/Aug/15 10:40 AM | |||||
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62d 7h 57m | 2 | Claire Folland | 22/Sep/15 2:49 PM | |||||
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3s | 2 | Claire Folland | 22/Sep/15 2:49 PM | |||||
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4d 21h 26m | 2 | Adrienne Barwell (Inactive) | 25/Sep/15 2:48 PM | |||||
|
68d 3h 9m | 1 | Ella Simmonds (Inactive) | 02/Dec/15 4:58 PM | |||||
|
7s | 1 | Ella Simmonds (Inactive) | 02/Dec/15 4:58 PM | |||||
|
4s | 1 | Ella Simmonds (Inactive) | 02/Dec/15 4:58 PM | |||||
|
26s | 1 | Ella Simmonds (Inactive) | 02/Dec/15 4:59 PM |
made changes -
| Park_Contact |
| Status | Resolved [ 5 ] | Complete [ 6 ] |
| Status | Awaiting Payment [ 10151 ] | Resolved [ 5 ] |
| Assignee | Ellie W [ temp ] | Ella Simmonds [ ellas ] |
| Resolution | Completed [ 1 ] |
| Status | Issue Invoice [ 10451 ] | Awaiting Payment [ 10151 ] |
| Status | Engineer Scheduled [ 10000 ] | Issue Invoice [ 10451 ] |
| Assignee | Claire Folland [ claire ] | Ellie W [ temp ] |
| Attachment | SKM_C224e15120215134.pdf [ 107565 ] |
Hide
Ella Simmonds (Inactive)
added a comment -
Permalink
worksheet returned
Show
Ella Simmonds (Inactive)
added a comment - worksheet returned
| Work Scheduled | 30/Jul/15 | 30/Nov/15 |
There is no worksheet for returning the parts to site, I have issued one and sent them out with Keith today
Show
Adrienne Barwell (Inactive)
added a comment - There is no worksheet for returning the parts to site, I have issued one and sent them out with Keith today
Keith has collected the seat pads, spoke to Teresa, she has confirmed the sample of fabric she sent to the park is the fabric the customer wants the chair pads re-covered with, Teresa has phoned Appolo and they will be attending on friday to re-cover the seat pads, Teresa will double check with the park this is correct
Show
Claire Folland
added a comment - Keith has collected the seat pads, spoke to Teresa, she has confirmed the sample of fabric she sent to the park is the fabric the customer wants the chair pads re-covered with, Teresa has phoned Appolo and they will be attending on friday to re-cover the seat pads, Teresa will double check with the park this is correct
Keith has queried whether we need him to pick up anything other than the chair pads. I have confirmed that it is only the chair pads we require at present.
Show
Adrienne Barwell (Inactive)
added a comment - Keith has queried whether we need him to pick up anything other than the chair pads. I have confirmed that it is only the chair pads we require at present.
| Summary | This unit should have had EMBOSSED impala fabric on the dining chairs and stools within the coffee table but has been supplied with standard fabric | This unit should have had EMBOSSED impala fabric on the dining chairs and pouffes within the coffee table but has been supplied with standard fabric |
issued worksheet for us to collect the dining chairs
Show
Claire Folland
added a comment - issued worksheet for us to collect the dining chairs
Teresa has sent an email advising the customer has changed their mind and would like the dining chairs covered in the embossed fabric, they will also have the stool tops and footstools, have asked if it would be possible for us to pick the chairs up and carry out the repairs back here, Teresa has phoned Marcus and he has advised he is happy for us to pick them up after half term, spoke to Ade, we think Val might be the best person to re-cover the seats
Show
Claire Folland
added a comment - Teresa has sent an email advising the customer has changed their mind and would like the dining chairs covered in the embossed fabric, they will also have the stool tops and footstools, have asked if it would be possible for us to pick the chairs up and carry out the repairs back here, Teresa has phoned Marcus and he has advised he is happy for us to pick them up after half term, spoke to Ade, we think Val might be the best person to re-cover the seats
| Attachment | screenshot-13.jpg [ 104102 ] |
| Attachment | screenshot-12.jpg [ 103942 ] |
Seems the park cannot bloomin' well decide what they want!!! Teresa has sent a sample of the embossed fabric we ordered for the park to them.
Show
Karen Watson (Inactive)
added a comment - Seems the park cannot bloomin' well decide what they want!!! Teresa has sent a sample of the embossed fabric we ordered for the park to them.
| Attachment | Email from Teresa to park.jpg [ 103872 ] |
We have received the embossed fabric as originally ordered, Teresa has e-mailed the park to see how they would like us to proceed.
Hi Marcus
Re: Moselle Lodge
We have just taken delivery of a roll of very nice embossed impala fabric ... which we could have used to cover the dining chairs for your customer however, following our conversation recently, and Steve's (our engineer) visit recently we now know that your customer is quite happy to keep the regular impala.
Not that I like the term 'problem' but ... the problem now is that we don't have any of the regular impala fabric with which to cover the dining chairs so we have a couple of choices:-
1. Send back the embossed fabric and re-order standard impala (now swiftshield so we need to make sure the colour matches)
2. Your customer to change to the embossed fabric as they were initially going to (we still have the stools here).
3. Leave the dining chairs as they are and keep the standard impala as they have now
4. Anything else you might think of ...
All these things are sent to challenge us! I look forward to hearing from you in due course.
Kind regards
Teresa Arden
Hi Marcus
Re: Moselle Lodge
We have just taken delivery of a roll of very nice embossed impala fabric ... which we could have used to cover the dining chairs for your customer however, following our conversation recently, and Steve's (our engineer) visit recently we now know that your customer is quite happy to keep the regular impala.
Not that I like the term 'problem' but ... the problem now is that we don't have any of the regular impala fabric with which to cover the dining chairs so we have a couple of choices:-
1. Send back the embossed fabric and re-order standard impala (now swiftshield so we need to make sure the colour matches)
2. Your customer to change to the embossed fabric as they were initially going to (we still have the stools here).
3. Leave the dining chairs as they are and keep the standard impala as they have now
4. Anything else you might think of ...
All these things are sent to challenge us! I look forward to hearing from you in due course.
Kind regards
Teresa Arden
Show
Adrienne Barwell (Inactive)
added a comment - We have received the embossed fabric as originally ordered, Teresa has e-mailed the park to see how they would like us to proceed.
Hi Marcus
Re: Moselle Lodge
We have just taken delivery of a roll of very nice embossed impala fabric ... which we could have used to cover the dining chairs for your customer however, following our conversation recently, and Steve's (our engineer) visit recently we now know that your customer is quite happy to keep the regular impala.
Not that I like the term 'problem' but ... the problem now is that we don't have any of the regular impala fabric with which to cover the dining chairs so we have a couple of choices:-
1. Send back the embossed fabric and re-order standard impala (now swiftshield so we need to make sure the colour matches)
2. Your customer to change to the embossed fabric as they were initially going to (we still have the stools here).
3. Leave the dining chairs as they are and keep the standard impala as they have now
4. Anything else you might think of ...
All these things are sent to challenge us! I look forward to hearing from you in due course.
Kind regards
Teresa Arden
| Attachment | screenshot-11.jpg [ 103811 ] |
| Attachment | IMG_0516.JPG [ 103561 ] | |
| Attachment | IMG_0515.JPG [ 103562 ] |
| Attachment | CCF13102015_00001.jpg [ 103514 ] |
Spoke to Steve as he has brought back the same stool tops and pouf's as Swift sent, he has advised while he was on site James advised they do not require these, all they need is the dining chairs in impala fabric, they do not require the embossed impala.
Spoke to Teresa, she phoned Marcus, Marcus has advised the customer has decided they like the impala fabric and has decided to keep it, they do not want the embossed fabric which we have been chasing, all they require is the chairs to be changed so they match the rest of the van, Karen has advised the fabric is due in this week but she is unsure if it will be correct
Spoke to Teresa, she phoned Marcus, Marcus has advised the customer has decided they like the impala fabric and has decided to keep it, they do not want the embossed fabric which we have been chasing, all they require is the chairs to be changed so they match the rest of the van, Karen has advised the fabric is due in this week but she is unsure if it will be correct
Show
Claire Folland
added a comment - Spoke to Steve as he has brought back the same stool tops and pouf's as Swift sent, he has advised while he was on site James advised they do not require these, all they need is the dining chairs in impala fabric, they do not require the embossed impala.
Spoke to Teresa, she phoned Marcus, Marcus has advised the customer has decided they like the impala fabric and has decided to keep it, they do not want the embossed fabric which we have been chasing, all they require is the chairs to be changed so they match the rest of the van, Karen has advised the fabric is due in this week but she is unsure if it will be correct
Advised Teresa, fabric on order is due in next week - she will relay info. to park owner.
Show
Karen Watson (Inactive)
added a comment - - edited Advised Teresa, fabric on order is due in next week - she will relay info. to park owner.
| Times Scheduled | 1 | 2 |
| Status | Worksheet Issued [ 10004 ] | Engineer Scheduled [ 10000 ] |
| Work Scheduled | 29/Jul/15 | 30/Jul/15 |
| Plot |
replacement pouf's and stool tops in stock, issued worksheet
Show
Claire Folland
added a comment - replacement pouf's and stool tops in stock, issued worksheet
| Status | Parts Recieved [ 10003 ] | Worksheet Issued [ 10004 ] |
| Assignee | Adrienne Barwell [ adrienne ] | Claire Folland [ claire ] |
| Status | Parts on reorder [ 10009 ] | Parts Recieved [ 10003 ] |
| Plot |
Rea could not provide an update, I will check this with her again on Monday
Show
Adrienne Barwell (Inactive)
added a comment - Rea could not provide an update, I will check this with her again on Monday
Have called the park and left a message advising that the fabric is on its way to us within the next 2 weeks and the stool will be on its way eventually.
Show
Nikki Milling (Inactive)
added a comment - Have called the park and left a message advising that the fabric is on its way to us within the next 2 weeks and the stool will be on its way eventually.
Teresa has rung chasing this again. Have advised that as it is a specific item there will be more of a delay than usual. The fabric will be with us in 2 weeks as it is in stock. Ref the stools, they can not commit to a date this will be sent out as soon as possible but can not commit to a date. Made teresa aware.
Show
Nikki Milling (Inactive)
added a comment - Teresa has rung chasing this again. Have advised that as it is a specific item there will be more of a delay than usual. The fabric will be with us in 2 weeks as it is in stock. Ref the stools, they can not commit to a date this will be sent out as soon as possible but can not commit to a date. Made teresa aware.
| Status | Engineer Scheduled [ 10000 ] | Parts on reorder [ 10009 ] |
Have spoken to Rea again and she has confirmed they have ordered the stools in the correct colour. She has also said that she has ordered the fabric only for the dining chairs to be covered by us. She could not confirm a date for me. Have sent an email to Teresa letting her know.
Show
Nikki Milling (Inactive)
added a comment - - edited Have spoken to Rea again and she has confirmed they have ordered the stools in the correct colour. She has also said that she has ordered the fabric only for the dining chairs to be covered by us. She could not confirm a date for me. Have sent an email to Teresa letting her know.
Teresa has called me this morning saying this is taking too long and she is being chased by her customer. Have explained that it looks like there is still no one at swift, i will try to call them and then update Teresa.
Show
Nikki Milling (Inactive)
added a comment - Teresa has called me this morning saying this is taking too long and she is being chased by her customer. Have explained that it looks like there is still no one at swift, i will try to call them and then update Teresa.
This issue is now over 12 weeks old and has been moved to mangers escalations
Show
Adrienne Barwell (Inactive)
added a comment - This issue is now over 12 weeks old and has been moved to mangers escalations
| Priority | Normal [ 21 ] | Manager escalations [ 10000 ] |
Rea called to advise she can get sort out the embossed stools but the dining chairs do not appear to come in this. There is no-one available due to hols to give her definative answer in respect of the dining chairs and she is thinking if she can get the fabric to us, could we recover - advised her probably.
Show
Karen Watson (Inactive)
added a comment - Rea called to advise she can get sort out the embossed stools but the dining chairs do not appear to come in this. There is no-one available due to hols to give her definative answer in respect of the dining chairs and she is thinking if she can get the fabric to us, could we recover - advised her probably.
Swift have come back and said that impala standard is mushroom, they said they had one PO for embossed and asked if it was for this vehicle. I advised yes and said that the customer expected embossed as pre ordered and they only recieved mushroom. Will wait for them to respond.
Show
Nikki Milling (Inactive)
added a comment - Swift have come back and said that impala standard is mushroom, they said they had one PO for embossed and asked if it was for this vehicle. I advised yes and said that the customer expected embossed as pre ordered and they only recieved mushroom. Will wait for them to respond.
| Summary | This unit should have had embossed impala fabric on the dining chairs and stools within the coffee table but has been supplied with standard fabric | This unit should have had EMBOSSED impala fabric on the dining chairs and stools within the coffee table but has been supplied with standard fabric |
Keith delivered the stools but says the new ones are the same as the old ones. Returned to Teresa's original email and she states they have received standard impala but requested Impala EMBOSSED.
Spoke to Teresa she will double check all and let me know if correct.
Spoke to Teresa she will double check all and let me know if correct.
Show
Karen Watson (Inactive)
added a comment - - edited Keith delivered the stools but says the new ones are the same as the old ones. Returned to Teresa's original email and she states they have received standard impala but requested Impala EMBOSSED.
Spoke to Teresa she will double check all and let me know if correct.
| Times Scheduled | 0 | 1 |
| Status | Worksheet Issued [ 10004 ] | Engineer Scheduled [ 10000 ] |
| Work Scheduled | 29/Jul/15 | |
| Plot |
Called park and advised engineer (Keith) to deliver stools onWed. 29.07 - they advised me this will be OK.
Show
Karen Watson (Inactive)
added a comment - Called park and advised engineer (Keith) to deliver stools onWed. 29.07 - they advised me this will be OK.
| Status | Parts Recieved [ 10003 ] | Worksheet Issued [ 10004 ] |
| Status | Parts on reorder [ 10009 ] | Parts Recieved [ 10003 ] |
| Plot |
recieved coffee table stools, issued worksheet
Show
Claire Folland
added a comment - recieved coffee table stools, issued worksheet
I have chased this issue with Rea and await her response
Show
Adrienne Barwell (Inactive)
added a comment - I have chased this issue with Rea and await her response
| Attachment | screenshot-10.jpg [ 97167 ] |
made changes -
| Park_Key_Account | no | No |
made changes -
| Park_Key_Account | no | No |
made changes -
| Park_Contact |
made changes -
| Park_Email |
Andy the swift engineer has called to say that he would like to attend to this van tomorrow, called park and they have said that this is ok.
Show
Lorraine Pryor (Inactive)
added a comment - Andy the swift engineer has called to say that he would like to attend to this van tomorrow, called park and they have said that this is ok.
| Status | Parts Recieved [ 10003 ] | Parts on reorder [ 10009 ] |
| Status | Parts ordered [ 3 ] | Parts Recieved [ 10003 ] |
| Attachment | screenshot-9.jpg [ 94179 ] |
Swift advise that they do not supply impala fabric on the dining chairs, the poufe's are now on order
Show
Adrienne Barwell (Inactive)
added a comment - Swift advise that they do not supply impala fabric on the dining chairs, the poufe's are now on order
| Attachment | screenshot-8.jpg [ 94177 ] |
| Status | Acknowledged [ 10005 ] | Parts ordered [ 3 ] |
Swift will be attending to this issue
Show
Adrienne Barwell (Inactive)
added a comment - Swift will be attending to this issue
| Status | Submitted [ 10001 ] | Acknowledged [ 10005 ] |
Swift have acknowledged this claim
Show
Adrienne Barwell (Inactive)
added a comment - Swift have acknowledged this claim
This is issue is still showing as received on the Swift system
Show
Adrienne Barwell (Inactive)
added a comment - This is issue is still showing as received on the Swift system
| Status | Awaiting Customer Info [ 10012 ] | Submitted [ 10001 ] |
| Awaiting Customer | {"timeline":{"events":[{"date":1433515062024,"types":["START"]}]},"ongoingSLAData":{"goalId":15,"startTime":1433515062024,"paused":false},"completeSLAData":[],"metricId":6,"definitionChangeDate":1423667121328,"goalsChangeDate":1417181550104,"goalTimeUpdatedDate":1417181550104} |
Swift have asked if this was ordered as extra specification I have confirmed that it was. Awaiting response from Swift
Show
Adrienne Barwell (Inactive)
added a comment - Swift have asked if this was ordered as extra specification I have confirmed that it was. Awaiting response from Swift
Rea has queried this, she says the van was supposed to have std upholstery, I will double check with Teresa
Show
Adrienne Barwell (Inactive)
added a comment - Rea has queried this, she says the van was supposed to have std upholstery, I will double check with Teresa
| Status | Submitted [ 10001 ] | Awaiting Customer Info [ 10012 ] |
| Attachment | screenshot-7.jpg [ 92932 ] |
I have send an e-mail to Marcus updating him
| Attachment | screenshot-6.jpg [ 92930 ] |
I have checked the status of this issue and it is showing as received
Show
Adrienne Barwell (Inactive)
added a comment - I have checked the status of this issue and it is showing as received
| Attachment | screenshot-5.jpg [ 92926 ] |
I have e-mailed Lisa Hall and Rea advising that this needs to be looked as a matter of urgency. Awaiting their response.
Show
Adrienne Barwell (Inactive)
added a comment - I have e-mailed Lisa Hall and Rea advising that this needs to be looked as a matter of urgency. Awaiting their response.
| Attachment | screenshot-4.jpg [ 92925 ] |
| Attachment | screenshot-3.jpg [ 92882 ] |
I have entered the site details against this serial number
Show
Adrienne Barwell (Inactive)
added a comment - I have entered the site details against this serial number
| Status | Open [ 1 ] | Submitted [ 10001 ] |
| ID Number | sbh004571 |
| Attachment | screenshot-2.jpg [ 92876 ] |
Reported to Swift on delivery acceptance
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Adrienne Barwell (Inactive)
added a comment - Reported to Swift on delivery acceptance
| Issue Type | Boiler (2 Weeks) [ 21 ] | Upholstery (8 weeks) [ 43 ] |
| Assignee | Claire Folland [ claire ] | Adrienne Barwell [ adrienne ] |
Karen asked Claire to submit this but I can see that she hasn't got round to it yet.
Show
Adrienne Barwell (Inactive)
added a comment - Karen asked Claire to submit this but I can see that she hasn't got round to it yet.
| Assignee | Adrienne Barwell [ adrienne ] | Claire Folland [ claire ] |
Reported via Teresa
Show
Adrienne Barwell (Inactive)
added a comment - Reported via Teresa
| Attachment | screenshot-1.jpg [ 92867 ] |
| Field | Original Value | New Value |
|---|---|---|
| Park_Postcode | PL27 6QN | |
| Park_Phone | 01208 862405 | |
| Park_Code | GUNV01 | |
| Park_Key_Account | No | |
| Park_Address2 | Polzeath | |
| Park_City | Wadebridge | |
| Park_Address | St Minver |