Details
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Type:
Floor (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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Plot:..
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Hire_or_Retail:Hire_fleet
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Serial:018487h
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Manufacturer:Swift
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Model:Burgundy
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Year:2015
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Size:35x12
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ID Number:SBH004662 / SBH004675 / SBH005077
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Status Colour:
Complete
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Stock_Number:31078
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Times Scheduled:4
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Park_Company:St Maybn Holiday Park
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Park_Postcode:PL30 3BY
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Park_Contact:Mr & Mrs Lloyd
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Park_Phone:01208841677
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Park_Code:GLEN04
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Additional Contact Details:Mrs Penny Lloyd 07889143838
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Park_Key_Account:No
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SLA Status:
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SLA: Open Jobs Overdue Status:
Description
Reported by telephone by St Maybn
There are dents in the flooring where the furniture is
There are dents in the flooring where the furniture is
1. |
Update Customer |  |
Complete | Adrienne Barwell (Inactive) | |
2. |
Update Customer | |
Complete | Nikki Curtis (Inactive) | |
3. |
Update Customer | |
Complete | Debbie Bartlett (Inactive) |
Activity
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Adrienne Barwell (Inactive)
added a comment -
Permalink
comp by Craig
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Adrienne Barwell (Inactive)
added a comment - comp by Craig
Penny from the park called today to say that the Swift engineer called in today but the van is let and not available. She asked us to let Swift know that they will have to come back w/c 9th July. I have emailed Craig to let him know.
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Charleen Sibley
added a comment - - edited Penny from the park called today to say that the Swift engineer called in today but the van is let and not available. She asked us to let Swift know that they will have to come back w/c 9th July. I have emailed Craig to let him know.
I have emailed swift to advise.
Please be advised that the van is empty 6th 7th 8th of June. I advised planning of this, please could you confirm that the engineers will be attending on one of those days.
Please be advised that the van is empty 6th 7th 8th of June. I advised planning of this, please could you confirm that the engineers will be attending on one of those days.
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Debbie Bartlett (Inactive)
added a comment - I have emailed swift to advise.
Please be advised that the van is empty 6th 7th 8th of June. I advised planning of this, please could you confirm that the engineers will be attending on one of those days.
Swift have advised that they will be attending site W/C 6/06/16
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Debbie Bartlett (Inactive)
added a comment - Swift have advised that they will be attending site W/C 6/06/16
Swift have advised that the replacement carpet is now in stock. Date TBC might be w/c 6th of June. I have advised Paul at Swift the the van is empty 6th 7th 8th of June.
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Debbie Bartlett (Inactive)
added a comment - Swift have advised that the replacement carpet is now in stock. Date TBC might be w/c 6th of June. I have advised Paul at Swift the the van is empty 6th 7th 8th of June.
Penny from the park has phoned to advise she has not heard anything, she really wants to know what is going on, advised the swift system is not showing a schedule date yet, she would like this chased
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Claire Folland
added a comment - Penny from the park has phoned to advise she has not heard anything, she really wants to know what is going on, advised the swift system is not showing a schedule date yet, she would like this chased
There are no dates showing on the Swift system yet for the engineer
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Adrienne Barwell (Inactive)
added a comment - There are no dates showing on the Swift system yet for the engineer
Not yet scheduled
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Adrienne Barwell (Inactive)
added a comment - Not yet scheduled
Swift have confirmed that they have ordered vinyl by mistake. they will reorder the carpet. And advise when they will be attending site.
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Debbie Bartlett (Inactive)
added a comment - Swift have confirmed that they have ordered vinyl by mistake. they will reorder the carpet. And advise when they will be attending site.
The park have phone and requested that we call swift to confirm that they are replacing the vinyl with carpet as the site have just taken delivery of some vinyl. I have asked Reece to find out for me, and call me back.
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Debbie Bartlett (Inactive)
added a comment - The park have phone and requested that we call swift to confirm that they are replacing the vinyl with carpet as the site have just taken delivery of some vinyl. I have asked Reece to find out for me, and call me back.
Swift have advised that they will be attending site W/c 9/05/16. Park updated by email.
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Debbie Bartlett (Inactive)
added a comment - - edited Swift have advised that they will be attending site W/c 9/05/16. Park updated by email.
Swift to attend
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Adrienne Barwell (Inactive)
added a comment - Swift to attend
SBH005485 claim submitted to swift
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Debbie Bartlett (Inactive)
added a comment - SBH005485 claim submitted to swift
I have reopened this as I asked Craig to asses the flooring when he visited site, the park owner had called to say the issue wasn't any better. Craig has spoken to Lisa at Swift and she has agreed that Swift will relay the flooring.
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Debbie Bartlett (Inactive)
added a comment - I have reopened this as I asked Craig to asses the flooring when he visited site, the park owner had called to say the issue wasn't any better. Craig has spoken to Lisa at Swift and she has agreed that Swift will relay the flooring.
Showing as credited on the swift system
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Ellie W (Inactive)
added a comment - Showing as credited on the swift system
Invoiced Swift - 465070
Requested payment
Requested payment
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Ellie W (Inactive)
added a comment - Invoiced Swift - 465070
Requested payment
our engineer has fitted felt pads on the feet and taken the dents out of the floor. They will let us know if the problem re-occurs
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Adrienne Barwell (Inactive)
added a comment - our engineer has fitted felt pads on the feet and taken the dents out of the floor. They will let us know if the problem re-occurs
Swift had asked what our engineer had done to rectify this - Debbie has responded giving details about use of a heat gun to remove indents, waiting for swift to create a claim
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Ellie W (Inactive)
added a comment - Swift had asked what our engineer had done to rectify this - Debbie has responded giving details about use of a heat gun to remove indents, waiting for swift to create a claim
I have submitted a new claim for use to be credited for this as the original claim has not included travel and job mins
Travel - 180 mins
Labour - 30 mins
Travel - 180 mins
Labour - 30 mins
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Ellie W (Inactive)
added a comment - I have submitted a new claim for use to be credited for this as the original claim has not included travel and job mins
Travel - 180 mins
Labour - 30 mins
Aftesales worksheet attached
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Nikki Curtis (Inactive)
added a comment - Aftesales worksheet attached
Phoned Mr Lloyd to advise our engineer will be attending in the next couple of weeks to try the furniture pads, if they make no difference we will go back to swift, he is happy with this, he would like to be phoned when an engineer will be attending
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Claire Folland
added a comment - Phoned Mr Lloyd to advise our engineer will be attending in the next couple of weeks to try the furniture pads, if they make no difference we will go back to swift, he is happy with this, he would like to be phoned when an engineer will be attending
Mrs Lloyd has been on the phone chasing this issue as she has not heard anything, she is very unhappy swift are not taking responsability for the flooring, advised i would find out what is going on and will ring her back, she is driving today so would like me to give her husband a call who is at the park
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Claire Folland
added a comment - Mrs Lloyd has been on the phone chasing this issue as she has not heard anything, she is very unhappy swift are not taking responsability for the flooring, advised i would find out what is going on and will ring her back, she is driving today so would like me to give her husband a call who is at the park
I have spoken to the customer and advised that I am purchasing the furniture pads which I will try out on our unit in the yard, if it is successful we will then go out and removed the dents in her vinyl and add the pads to her furniture. Mrs Lloyd is happy with this but would want something on file at Swift in case it happened again next season.
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Adrienne Barwell (Inactive)
added a comment - I have spoken to the customer and advised that I am purchasing the furniture pads which I will try out on our unit in the yard, if it is successful we will then go out and removed the dents in her vinyl and add the pads to her furniture. Mrs Lloyd is happy with this but would want something on file at Swift in case it happened again next season.
I have ordered some furniture pads from Amazon to try out on a van in our yard to see whether it resolves the problem
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Adrienne Barwell (Inactive)
added a comment - I have ordered some furniture pads from Amazon to try out on a van in our yard to see whether it resolves the problem
Updated Darren with Swift's response
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Adrienne Barwell (Inactive)
added a comment - Updated Darren with Swift's response
Hi Adrienne,
After raising this with our quality department I can confirm this vinyl is of commercial standard (tarkett 240 grade).
If a piece of furniture is left on the vinyl or a carpet it would naturally leave indentations which can easily be removed as I advised with a heat gun, it was raised that she believes it could be a faulty batch of lino but I can confirm this is not the case.
Unfortunately we are unable to support St Mabyn’s request for an alternative vinyl or carpet as we know this would replicate the same characteristic as current flooring used.
I am certain Mrs Lloyd will not be happy with this reply, I did advise Surf Bay would go back to her, can you confirm you are happy to do this given Swifts response?
Kind Regards
Rea Azzi
After raising this with our quality department I can confirm this vinyl is of commercial standard (tarkett 240 grade).
If a piece of furniture is left on the vinyl or a carpet it would naturally leave indentations which can easily be removed as I advised with a heat gun, it was raised that she believes it could be a faulty batch of lino but I can confirm this is not the case.
Unfortunately we are unable to support St Mabyn’s request for an alternative vinyl or carpet as we know this would replicate the same characteristic as current flooring used.
I am certain Mrs Lloyd will not be happy with this reply, I did advise Surf Bay would go back to her, can you confirm you are happy to do this given Swifts response?
Kind Regards
Rea Azzi
Show
Adrienne Barwell (Inactive)
added a comment - Hi Adrienne,
After raising this with our quality department I can confirm this vinyl is of commercial standard (tarkett 240 grade).
If a piece of furniture is left on the vinyl or a carpet it would naturally leave indentations which can easily be removed as I advised with a heat gun, it was raised that she believes it could be a faulty batch of lino but I can confirm this is not the case.
Unfortunately we are unable to support St Mabyn’s request for an alternative vinyl or carpet as we know this would replicate the same characteristic as current flooring used.
I am certain Mrs Lloyd will not be happy with this reply, I did advise Surf Bay would go back to her, can you confirm you are happy to do this given Swifts response?
Kind Regards
Rea Azzi
I have spoken to Mrs Lloyd and explained that I have gone back to Swift and they are dealing with this and it had been escalated to director/manager level. I apologised that Swift had not yet been in contact with her regarding her letter or complaint and assured her that some one from Swift would be contacting her shortly.
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Adrienne Barwell (Inactive)
added a comment - I have spoken to Mrs Lloyd and explained that I have gone back to Swift and they are dealing with this and it had been escalated to director/manager level. I apologised that Swift had not yet been in contact with her regarding her letter or complaint and assured her that some one from Swift would be contacting her shortly.
I have spoken to Rea and confirmed that the vinyl is marking very badly, and that we have not go instances of it happen in our vans and being reported by other sites. Rea has asked that I send through an e-mail with some serial numbers
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Adrienne Barwell (Inactive)
added a comment - I have spoken to Rea and confirmed that the vinyl is marking very badly, and that we have not go instances of it happen in our vans and being reported by other sites. Rea has asked that I send through an e-mail with some serial numbers
telephone call received by Karen from Darren, he would like to discuss this with me, I have attempted to ring Darren but cannot get through at present
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Adrienne Barwell (Inactive)
added a comment - telephone call received by Karen from Darren, he would like to discuss this with me, I have attempted to ring Darren but cannot get through at present
The customer Mrs Lloyd has complained that she has not had any communication from Swift only from Surf Bay, I have advised that I will contact Swift and speak to them about this
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Adrienne Barwell (Inactive)
added a comment - The customer Mrs Lloyd has complained that she has not had any communication from Swift only from Surf Bay, I have advised that I will contact Swift and speak to them about this
We have now found that this is being reported in several vans from different customers. So really should be dealt with by Swift
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Adrienne Barwell (Inactive)
added a comment - We have now found that this is being reported in several vans from different customers. So really should be dealt with by Swift
I tried to ring Rea about this yesterday but she did not return my call.
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Adrienne Barwell (Inactive)
added a comment - I tried to ring Rea about this yesterday but she did not return my call.
Karen Watson added a comment - 15/Aug/15 11:00 AM
Swift confirmed engineer to attend w/c 17.08.15 - called park and advised accordingly. Lady said assess will depend on the guests.
Nikki Milling added a comment - 02/Sep/15 10:36 AM
Have advised park that we are unable to go further with warranty on this one as rea is not budging. Have issued worksheet to assess the damage and see if we can get this sorted as good will.
Nikki Milling added a comment - 05/Sep/15 10:13 AM
Steve is attending here on friday. 2 vans (Plot 8 and Plot 9) , Customer aware and she has said they are vacant.
^^^ Previous Notes.
Swift confirmed engineer to attend w/c 17.08.15 - called park and advised accordingly. Lady said assess will depend on the guests.
Nikki Milling added a comment - 02/Sep/15 10:36 AM
Have advised park that we are unable to go further with warranty on this one as rea is not budging. Have issued worksheet to assess the damage and see if we can get this sorted as good will.
Nikki Milling added a comment - 05/Sep/15 10:13 AM
Steve is attending here on friday. 2 vans (Plot 8 and Plot 9) , Customer aware and she has said they are vacant.
^^^ Previous Notes.
Show
Nikki Milling (Inactive)
added a comment - Karen Watson added a comment - 15/Aug/15 11:00 AM
Swift confirmed engineer to attend w/c 17.08.15 - called park and advised accordingly. Lady said assess will depend on the guests.
Nikki Milling added a comment - 02/Sep/15 10:36 AM
Have advised park that we are unable to go further with warranty on this one as rea is not budging. Have issued worksheet to assess the damage and see if we can get this sorted as good will.
Nikki Milling added a comment - 05/Sep/15 10:13 AM
Steve is attending here on friday. 2 vans (Plot 8 and Plot 9) , Customer aware and she has said they are vacant.
^^^ Previous Notes.
Have advised park that we are unable to go further with warranty on this one as rea is not budging. Have issued worksheet to assess the damage and see if we can get this sorted as good will. - This was on the additional notes.
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Nikki Milling (Inactive)
added a comment - Have advised park that we are unable to go further with warranty on this one as rea is not budging. Have issued worksheet to assess the damage and see if we can get this sorted as good will. - This was on the additional notes.
Spoke to Rea and she knew nothing about the complaint, I have forwarded it to her and she will discuss it with Duncan and Lisa and ring back
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Adrienne Barwell (Inactive)
added a comment - Spoke to Rea and she knew nothing about the complaint, I have forwarded it to her and she will discuss it with Duncan and Lisa and ring back
Tried to telephone Rea but no response.
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Adrienne Barwell (Inactive)
added a comment - Tried to telephone Rea but no response.
I have received an e-mail from Darren regarding this issue, the customer has made a complaint to Swift advising that they are thinking of rejecting the unit
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Adrienne Barwell (Inactive)
added a comment - I have received an e-mail from Darren regarding this issue, the customer has made a complaint to Swift advising that they are thinking of rejecting the unit
Swift have confirmed that this work is now complete
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Ellie W (Inactive)
added a comment - Swift have confirmed that this work is now complete
Swift confirmed engineer to attend w/c 17.08.15 - called park and advised accordingly. Lady said assess will depend on the guests.
Show
Karen Watson (Inactive)
added a comment - Swift confirmed engineer to attend w/c 17.08.15 - called park and advised accordingly. Lady said assess will depend on the guests.
Swift advised their engineer will attend park w/c 17.08.15
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Karen Watson (Inactive)
added a comment - Swift advised their engineer will attend park w/c 17.08.15
Emailed Swift back advising the two vans with the vinyl flooring issues are plots 9 and 10
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Ellie W (Inactive)
added a comment - Emailed Swift back advising the two vans with the vinyl flooring issues are plots 9 and 10
Swift have requested plot numbers - I have asked St Mabyn for this
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Ellie W (Inactive)
added a comment - Swift have requested plot numbers - I have asked St Mabyn for this
Swift have updated thier system advising they are arranging an engineer.
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Nikki Milling (Inactive)
added a comment - Swift have updated thier system advising they are arranging an engineer.
I have updated Penny at the park she seems reasonably happy with this! She is still pushing for a vinyl replacement but I have told her that Swift are just sending an engineer to rectify the issue with a heat gun -NEED TO UPDATE HER WITH A SCHEDULE DATE
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Ellie W (Inactive)
added a comment - I have updated Penny at the park she seems reasonably happy with this! She is still pushing for a vinyl replacement but I have told her that Swift are just sending an engineer to rectify the issue with a heat gun -NEED TO UPDATE HER WITH A SCHEDULE DATE
Re-submitted claim into Swift
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Ellie W (Inactive)
added a comment - Re-submitted claim into Swift
Rea has said she will send an engineer to this as a gesture of good will - she has asked me to re-submit this in Swift and write that she has authorised an engineer
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Ellie W (Inactive)
added a comment - Rea has said she will send an engineer to this as a gesture of good will - she has asked me to re-submit this in Swift and write that she has authorised an engineer
Emailed Rea to explain that it is worse than usual with the vinyl indents - I have said that Matt thinks that the furniture is incompatible with the nature of the vinyl.
Waiting for her response
Waiting for her response
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Ellie W (Inactive)
added a comment - Emailed Rea to explain that it is worse than usual with the vinyl indents - I have said that Matt thinks that the furniture is incompatible with the nature of the vinyl.
Waiting for her response
Park have said that they aren't satisfied with Swift's response
I called Matt about this and he has said that this is the worst he has seen it and thinks it is the nature of the stools marking the vinyl
I will take this up with swift.
I called Matt about this and he has said that this is the worst he has seen it and thinks it is the nature of the stools marking the vinyl
I will take this up with swift.
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Ellie W (Inactive)
added a comment - Park have said that they aren't satisfied with Swift's response
I called Matt about this and he has said that this is the worst he has seen it and thinks it is the nature of the stools marking the vinyl
I will take this up with swift.
Emailed the park the response from Rea await their reply
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Ellie W (Inactive)
added a comment - Emailed the park the response from Rea await their reply
Emailed Rea to ask for this rejection in writing so I can pass this onto the customer
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Ellie W (Inactive)
added a comment - Emailed Rea to ask for this rejection in writing so I can pass this onto the customer
Swift have rejected this because this is the spec for the van
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Ellie W (Inactive)
added a comment - Swift have rejected this because this is the spec for the van
Updated park
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Ellie W (Inactive)
added a comment - Updated park
Submitted into Swift
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Ellie W (Inactive)
added a comment - Submitted into Swift