Details
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Type:
Exterior Panels (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:WW17
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Hire_or_Retail:Retail
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Serial:019045H
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Manufacturer:Swift
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Model:Bordeaux
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Year:2015
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Size:38 x 12
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ID Number:SBH004772
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Status Colour:
Complete
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Stock_Number:31244
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Times Scheduled:1
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Park_Company:Castle Brake Holiday Park
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Park_Postcode:EX5 1HA
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Park_Contact:Mr & Mrs Walker
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Park_Phone:1395232431
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Park_Email:amyvining@castlebrake.co.uk
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Park_Code:CAST02
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Additional Contact Details:
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Park_Key_Account:Yes
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SLA Status:
1. |
Update Customer |  |
Complete | Karen Watson (Inactive) |
Activity
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- History
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Nikki Milling (Inactive)
added a comment -
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Reported by Nadine via email. Have submitted to Swift and advised park.
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Nikki Milling (Inactive)
added a comment - Reported by Nadine via email. Have submitted to Swift and advised park.
Swift have asked for photos! Emailed Nadine
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Nikki Milling (Inactive)
added a comment - Swift have asked for photos! Emailed Nadine
Have asked swift to assess this rather than ask for photos because they are attending to look at other issues associated with this van.
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Nikki Milling (Inactive)
added a comment - Have asked swift to assess this rather than ask for photos because they are attending to look at other issues associated with this van.
No update from swift to my query. Speak to Rea about this one if they havent got back to me by the time she comes back from holiday.
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Nikki Milling (Inactive)
added a comment - No update from swift to my query. Speak to Rea about this one if they havent got back to me by the time she comes back from holiday.
Swift have requested photos. Tried calling park and left message but also sent email to park requesting pictures.
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Karen Watson (Inactive)
added a comment - Swift have requested photos. Tried calling park and left message but also sent email to park requesting pictures.
Nadine replied - she attached picture of chip in blind and says this and hopes to get the rest to us by the end of the day as currently "mad busy today"
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Karen Watson (Inactive)
added a comment - Nadine replied - she attached picture of chip in blind and says this and hopes to get the rest to us by the end of the day as currently "mad busy today"
Nadine emailed over pictures.
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Karen Watson (Inactive)
added a comment - Nadine emailed over pictures.
Pictures attached to warranty claim and resubmitted to Swift.
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Karen Watson (Inactive)
added a comment - Pictures attached to warranty claim and resubmitted to Swift.
Owners name is Lloyd
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Karen Watson (Inactive)
added a comment - Owners name is Lloyd
Amy at park called chasing this issue as it is delaying them putting on the skirting, desking and steps. Advised her I will call Swift now and get their opinion.
Called Rea but no answer, left messge for her to call me.
Called Rea but no answer, left messge for her to call me.
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Karen Watson (Inactive)
added a comment - Amy at park called chasing this issue as it is delaying them putting on the skirting, desking and steps. Advised her I will call Swift now and get their opinion.
Called Rea but no answer, left messge for her to call me.
Discussed with Rea, she advised warranty dept. are overloaded and backlogged but if I email pictures to her she will submit over to tech. to have a look and give their opinion.
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Karen Watson (Inactive)
added a comment - Discussed with Rea, she advised warranty dept. are overloaded and backlogged but if I email pictures to her she will submit over to tech. to have a look and give their opinion.
Chased Rea to see if any feed back as yet. She advised she had not had the opportunity yet to deal with it but promised me she will followup and get back to me this afternoon.
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Karen Watson (Inactive)
added a comment - Chased Rea to see if any feed back as yet. She advised she had not had the opportunity yet to deal with it but promised me she will followup and get back to me this afternoon.
Email to Rea asking is she has any news for me? (she did promise yesterday to call me back in the afternoon).
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Karen Watson (Inactive)
added a comment - Email to Rea asking is she has any news for me? (she did promise yesterday to call me back in the afternoon).
Spoke to Rea (also see attached email) Swift technical department advise that from the pictures submitted they cannot detect any anomalies and have asked if we might take more pictures - advised park accordingly.
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Karen Watson (Inactive)
added a comment - Spoke to Rea (also see attached email) Swift technical department advise that from the pictures submitted they cannot detect any anomalies and have asked if we might take more pictures - advised park accordingly.
The customer name is Lloyd
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Adrienne Barwell (Inactive)
added a comment - The customer name is Lloyd
Swift have authorised this work and advised that they will be attending to the issue
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Adrienne Barwell (Inactive)
added a comment - Swift have authorised this work and advised that they will be attending to the issue
Emailed full update on speadsheet to Nadine at park in respect of where we are with each issue outstanding with the 3x Swifts at Castle Brake.
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Karen Watson (Inactive)
added a comment - Emailed full update on speadsheet to Nadine at park in respect of where we are with each issue outstanding with the 3x Swifts at Castle Brake.
Swift acknowledged claim and swift engineer to attend
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Karen Watson (Inactive)
added a comment - Swift acknowledged claim and swift engineer to attend
Advised Nadine at park Swift acknowledged claim and a Swift engineer will attend.
Show
Karen Watson (Inactive)
added a comment - Advised Nadine at park Swift acknowledged claim and a Swift engineer will attend.
I have received a call from Castle Brake asking for a scheduled date from Swift - nothing is showing in connect so I have called Rea to ask when this will be done and she has said a date will be scheduled on Wednesday for this as it is a one man job so they can now fit this in sooner.
I will email Karen to let her know that she will need to check and update the customer
I will email Karen to let her know that she will need to check and update the customer
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Ellie W (Inactive)
added a comment - I have received a call from Castle Brake asking for a scheduled date from Swift - nothing is showing in connect so I have called Rea to ask when this will be done and she has said a date will be scheduled on Wednesday for this as it is a one man job so they can now fit this in sooner.
I will email Karen to let her know that she will need to check and update the customer
Rea has said that she will send out an engineer to assess this although she is convinced that there is no wood work missing
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Ellie W (Inactive)
added a comment - Rea has said that she will send out an engineer to assess this although she is convinced that there is no wood work missing
Spoke to Rea and stressed that all three vans are the same but none of the vans both I have looked at here on our showground or the ones Amy Vining at the park are like these three. She assured me that jobsheet has been issued for engineer to inspect all three vans.
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Karen Watson (Inactive)
added a comment - Spoke to Rea and stressed that all three vans are the same but none of the vans both I have looked at here on our showground or the ones Amy Vining at the park are like these three. She assured me that jobsheet has been issued for engineer to inspect all three vans.
From: Karen Watson
Sent: 27 October 2015 13:50
To: 'Amy Vining'
Subject: RE: WW17 - 019045H
Hi Amy
I’m really sorry but Swift still have not advised a date for engineer visit. As soon as they do we will advise you.
Kind regards
Karen
From: Amy Vining [mailto:amyvining@castlebrake.co.uk]
Sent: 19 October 2015 15:17
To: Karen Watson
Subject: RE: WW17 - 019045H
Hi Karen
They promised to give us a date by last Wednesday have they given one yet?
It is getting really frustrating now as the customer is really unhappy
Many Thanks
Amy Vining
General Manager
Castle Brake Holiday Park
www.castlebrake.co.uk
Sent: 27 October 2015 13:50
To: 'Amy Vining'
Subject: RE: WW17 - 019045H
Hi Amy
I’m really sorry but Swift still have not advised a date for engineer visit. As soon as they do we will advise you.
Kind regards
Karen
From: Amy Vining [mailto:amyvining@castlebrake.co.uk]
Sent: 19 October 2015 15:17
To: Karen Watson
Subject: RE: WW17 - 019045H
Hi Karen
They promised to give us a date by last Wednesday have they given one yet?
It is getting really frustrating now as the customer is really unhappy
Many Thanks
Amy Vining
General Manager
Castle Brake Holiday Park
www.castlebrake.co.uk
Show
Karen Watson (Inactive)
added a comment - From: Karen Watson
Sent: 27 October 2015 13:50
To: 'Amy Vining'
Subject: RE: WW17 - 019045H
Hi Amy
I’m really sorry but Swift still have not advised a date for engineer visit. As soon as they do we will advise you.
Kind regards
Karen
From: Amy Vining [mailto: amyvining@castlebrake.co.uk ]
Sent: 19 October 2015 15:17
To: Karen Watson
Subject: RE: WW17 - 019045H
Hi Karen
They promised to give us a date by last Wednesday have they given one yet?
It is getting really frustrating now as the customer is really unhappy
Many Thanks
Amy Vining
General Manager
Castle Brake Holiday Park
www.castlebrake.co.uk
I have spoken to Amy at Castle Brake she is really annoyed that this is still outstanding, she spoke to Karen who insisted that this had not be reported until August however Amy said that she DID report this back in June. I have passed on my apologies and advised that I will get some answers first thing on Monday
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Adrienne Barwell (Inactive)
added a comment - I have spoken to Amy at Castle Brake she is really annoyed that this is still outstanding, she spoke to Karen who insisted that this had not be reported until August however Amy said that she DID report this back in June. I have passed on my apologies and advised that I will get some answers first thing on Monday
I have spoken to Reece he has advised that this was passed to their planning department at the beginning of September, and it should have been planned in by now.
Reece then spoke to Rea, who advised that she had spoken to quality who confirmed that this isn't actually an issue and that the wood has been treated and therefore will be fine against the elements. I have explained to Rea that the information I am given must be correct because this has already gone to Director level at the site. Rea will contact quality control again to double check that her information is correct and will give me a call back in a moment.
Reece then spoke to Rea, who advised that she had spoken to quality who confirmed that this isn't actually an issue and that the wood has been treated and therefore will be fine against the elements. I have explained to Rea that the information I am given must be correct because this has already gone to Director level at the site. Rea will contact quality control again to double check that her information is correct and will give me a call back in a moment.
Show
Adrienne Barwell (Inactive)
added a comment - I have spoken to Reece he has advised that this was passed to their planning department at the beginning of September, and it should have been planned in by now.
Reece then spoke to Rea, who advised that she had spoken to quality who confirmed that this isn't actually an issue and that the wood has been treated and therefore will be fine against the elements. I have explained to Rea that the information I am given must be correct because this has already gone to Director level at the site. Rea will contact quality control again to double check that her information is correct and will give me a call back in a moment.
I have spoken to Amy, and advised that I have spoken to Swift who are going to ring me back in a moment. In the meantime I am going out to check some of our Swift units because I cannot believe that they would leave the vans like this.
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Adrienne Barwell (Inactive)
added a comment - I have spoken to Amy, and advised that I have spoken to Swift who are going to ring me back in a moment. In the meantime I am going out to check some of our Swift units because I cannot believe that they would leave the vans like this.
I have checked our caravans and they are not finished off like this the bottom panel has a lip on it that goes under the van covering the wooden batten.
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Adrienne Barwell (Inactive)
added a comment - I have checked our caravans and they are not finished off like this the bottom panel has a lip on it that goes under the van covering the wooden batten.
I have e-mailed, Rea, Reece and Lisa asking for their assistance with this issue, I do not believe that this is the normal way that the units are finished
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Adrienne Barwell (Inactive)
added a comment - I have e-mailed, Rea, Reece and Lisa asking for their assistance with this issue, I do not believe that this is the normal way that the units are finished
I have updated Amy with regard to this issue, I will also giver her another call after 4.30pm today
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Adrienne Barwell (Inactive)
added a comment - I have updated Amy with regard to this issue, I will also giver her another call after 4.30pm today
I have spoken to Rea, and she has advised that she still has not heard anything back from planning, I have confirmed to Rea, that I do not think that this has been built correctly, however, the site have advised that if Swift feel that this is not going to be a problem and that the wood is not going to rot as long as they have a guarantee in writing from Swift their customer should be happy.
Rea has looked at the pictures again and she has advised that she can see why the customer is not happy with the situation and she will keep on with quality. I have advised Rea that I will give her another call in the morning.
I have phoned Amy at Castle Brake and updated her.
Rea has looked at the pictures again and she has advised that she can see why the customer is not happy with the situation and she will keep on with quality. I have advised Rea that I will give her another call in the morning.
I have phoned Amy at Castle Brake and updated her.
Show
Adrienne Barwell (Inactive)
added a comment - I have spoken to Rea, and she has advised that she still has not heard anything back from planning, I have confirmed to Rea, that I do not think that this has been built correctly, however, the site have advised that if Swift feel that this is not going to be a problem and that the wood is not going to rot as long as they have a guarantee in writing from Swift their customer should be happy.
Rea has looked at the pictures again and she has advised that she can see why the customer is not happy with the situation and she will keep on with quality. I have advised Rea that I will give her another call in the morning.
I have phoned Amy at Castle Brake and updated her.
I have phoned to speak to Rea to confirm how they are dealing with this issue, Reece has advised that she is on the phone and he will get her to call me back.
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Adrienne Barwell (Inactive)
added a comment - I have phoned to speak to Rea to confirm how they are dealing with this issue, Reece has advised that she is on the phone and he will get her to call me back.
Rea has advised: Hi Adrienne,
Following on from our conversation yesterday I can confirm I will arrange for an engineer to attend to 019045H date will be viewable on Connect from tomorrow.
Our engineer will run through with the site what he proposes to do and ensure they are happy with the mend, I will come back to your early next week with a response of what this will be.
Hope the site are happy with this response for now sorry I am unable to go into great detail at this point.
Kind Regards
Rea Azzi
Following on from our conversation yesterday I can confirm I will arrange for an engineer to attend to 019045H date will be viewable on Connect from tomorrow.
Our engineer will run through with the site what he proposes to do and ensure they are happy with the mend, I will come back to your early next week with a response of what this will be.
Hope the site are happy with this response for now sorry I am unable to go into great detail at this point.
Kind Regards
Rea Azzi
Show
Adrienne Barwell (Inactive)
added a comment - Rea has advised: Hi Adrienne,
Following on from our conversation yesterday I can confirm I will arrange for an engineer to attend to 019045H date will be viewable on Connect from tomorrow.
Our engineer will run through with the site what he proposes to do and ensure they are happy with the mend, I will come back to your early next week with a response of what this will be.
Hope the site are happy with this response for now sorry I am unable to go into great detail at this point.
Kind Regards
Rea Azzi
I have updated Amy at Castle Brake and will let her know the schedule date on Thursday (Amy has day off tomorrow)
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Adrienne Barwell (Inactive)
added a comment - I have updated Amy at Castle Brake and will let her know the schedule date on Thursday (Amy has day off tomorrow)
I still do not have a schedule date, I have checked the connect system and tried to ring Rea, but they are having trouble with their phones, I will try again shortly
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Adrienne Barwell (Inactive)
added a comment - I still do not have a schedule date, I have checked the connect system and tried to ring Rea, but they are having trouble with their phones, I will try again shortly
I have spoken to Rea, she has advised that they are looking to attend w/c 30/11/15 I have explained that the site closes at the end of November and this might not be suitable. I have said I will ring Amy at Castlebrake and let her know and then will go back to Rea
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Adrienne Barwell (Inactive)
added a comment - I have spoken to Rea, she has advised that they are looking to attend w/c 30/11/15 I have explained that the site closes at the end of November and this might not be suitable. I have said I will ring Amy at Castlebrake and let her know and then will go back to Rea
I have spoken to Rea, she has advised that they are looking to attend w/c 30/11/15 I have explained that the site closes at the end of November and this might not be suitable. I have said I will ring Amy at Castlebrake and let her know and then will go back to Rea
Show
Adrienne Barwell (Inactive)
added a comment - I have spoken to Rea, she has advised that they are looking to attend w/c 30/11/15 I have explained that the site closes at the end of November and this might not be suitable. I have said I will ring Amy at Castlebrake and let her know and then will go back to Rea
I have spoken to Amy at Castle Brake she has confirmed that w/c 30th is fine, however, we will need to give her a day so that she can arrange for the customer to attend. I have said that I will ring the engineer the friday before to ensure we know which day they are attending.
I have phoned Rea and confirmed this, she has said that she will put on the worksheets a note for Andy to call me on the Friday
I have phoned Rea and confirmed this, she has said that she will put on the worksheets a note for Andy to call me on the Friday
Show
Adrienne Barwell (Inactive)
added a comment - I have spoken to Amy at Castle Brake she has confirmed that w/c 30th is fine, however, we will need to give her a day so that she can arrange for the customer to attend. I have said that I will ring the engineer the friday before to ensure we know which day they are attending.
I have phoned Rea and confirmed this, she has said that she will put on the worksheets a note for Andy to call me on the Friday
Swift attending w/c 30/11/15
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Adrienne Barwell (Inactive)
added a comment - Swift attending w/c 30/11/15
The swift engineer did not contact me today as agreed, I have phoned Andy (Swift) this afternoon to find out when he is attending, he has advised that he doesn't think that this is on his job list but he will check and call me on my mobile tomorrow. I will then give Amy a call
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Adrienne Barwell (Inactive)
added a comment - The swift engineer did not contact me today as agreed, I have phoned Andy (Swift) this afternoon to find out when he is attending, he has advised that he doesn't think that this is on his job list but he will check and call me on my mobile tomorrow. I will then give Amy a call
I have spoken to Andy who has confirmed that he will be attending next Wednesday - I have phoned Amy at Castle Brake and updated her. She will let the customer know
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Adrienne Barwell (Inactive)
added a comment - I have spoken to Andy who has confirmed that he will be attending next Wednesday - I have phoned Amy at Castle Brake and updated her. She will let the customer know
Andy has advised that he has attended to the outstanding issues and resolved the bulk of them, I will wait for his worksheet before closing the issues
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Adrienne Barwell (Inactive)
added a comment - Andy has advised that he has attended to the outstanding issues and resolved the bulk of them, I will wait for his worksheet before closing the issues
Swift have assured the customer that this wood will not rot, e-mail sent to the site
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Adrienne Barwell (Inactive)
added a comment - Swift have assured the customer that this wood will not rot, e-mail sent to the site