Details
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Type:
Floor (8 Weeks)
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Status: Complete
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Priority:
Agreed Date
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Resolution: Completed
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Labels:None
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Responsibility:Manufacturer Attending
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Plot:Bur
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Serial:018486h
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Manufacturer:Swift
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Model:Burgundy 9
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Year:2015
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Size:35x12
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ID Number:SBH004663 SBH004673
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Status Colour:
Complete
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Stock_Number:31077
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Times Scheduled:8
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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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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 | Nikki Curtis (Inactive) | |
2. |
Update Customer | |
Complete | Debbie Bartlett (Inactive) |
Activity
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Ellie W (Inactive)
added a comment -
Permalink
Submitted into Swift
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Ellie W (Inactive)
added a comment - Submitted into Swift
Updated the park
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Ellie W (Inactive)
added a comment - Updated the park
Swift have rejected this because it is the vinyl that comes as standard in the van
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Ellie W (Inactive)
added a comment - Swift have rejected this because it is the vinyl that comes as standard in the van
Emailed Rea to ask for the 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 the rejection in writing so I can pass this onto the customer
Emailed the park with Rea's written response and await their reply
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Ellie W (Inactive)
added a comment - Emailed the park with Rea's written response and await their reply
Park have replied and they are not happy with this response
She has said that Matt has had a look at this, so I have just left a message for Matt to call me back and let me know what he wants us to do about this.
She has said that Matt has had a look at this, so I have just left a message for Matt to call me back and let me know what he wants us to do about this.
Show
Ellie W (Inactive)
added a comment - Park have replied and they are not happy with this response
She has said that Matt has had a look at this, so I have just left a message for Matt to call me back and let me know what he wants us to do about this.
Just spoken to Matt about this and he has said that he hasn't seen it as bad as this before
He thinks it is the nature of the bottom of the stool
I will take this up with swift again
He thinks it is the nature of the bottom of the stool
I will take this up with swift again
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Ellie W (Inactive)
added a comment - Just spoken to Matt about this and he has said that he hasn't seen it as bad as this before
He thinks it is the nature of the bottom of the stool
I will take this up with swift again
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
Rea has agreed to go out to this - I have to re-submit another claim for this so that she is able to send an engineer.
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Ellie W (Inactive)
added a comment - Rea has agreed to go out to this - I have to re-submit another claim for this so that she is able to send an engineer.
Re-submitted the claim into Swift
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Ellie W (Inactive)
added a comment - Re-submitted the claim into Swift
I have updated Penny at the Park and have told her I will let her know when an engineer is going to be scheduled.
She is still pushing for a vinyl replacement and mentioned trading standards - I have told her that swift jujst want to have a look at this to start with and try to remove the dents
She is still pushing for a vinyl replacement and mentioned trading standards - I have told her that swift jujst want to have a look at this to start with and try to remove the dents
Show
Ellie W (Inactive)
added a comment - I have updated Penny at the Park and have told her I will let her know when an engineer is going to be scheduled.
She is still pushing for a vinyl replacement and mentioned trading standards - I have told her that swift jujst want to have a look at this to start with and try to remove the dents
Swift have requested plot numbers - I have asked Penny for these via email
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Ellie W (Inactive)
added a comment - Swift have requested plot numbers - I have asked Penny for these via email
Emailed Swift back advising that the two vans with the vinly flooring issues are on plots 9 and 10
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Ellie W (Inactive)
added a comment - Emailed Swift back advising that the two vans with the vinly flooring issues are on plots 9 and 10
Swift confirmed engineer to attend w/c 17.08.15 - called park and advised accordingly. Lady said assess will depend on the guests.
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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.
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.
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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.
Steve is attending here on friday. 2 vans (Plot 8 and Plot 9) , Customer aware and she has said they are vacant.
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Nikki Milling (Inactive)
added a comment - Steve is attending here on friday. 2 vans (Plot 8 and Plot 9) , Customer aware and she has said they are vacant.
Customer has complained direct to Swift about the service provided by them.
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Adrienne Barwell (Inactive)
added a comment - Customer has complained direct to Swift about the service provided by them.
I have telephoned Rea to inform her of the problem and she is going to speak to Lisa and Duncan regarding replacement vinyl
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Adrienne Barwell (Inactive)
added a comment - I have telephoned Rea to inform her of the problem and she is going to speak to Lisa and Duncan regarding replacement vinyl
Steve has been out to this unit and has confirmed that this dents when ever a stool or the table legs are, these do not come out (one of the vans is much worse than the other)
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Adrienne Barwell (Inactive)
added a comment - Steve has been out to this unit and has confirmed that this dents when ever a stool or the table legs are, these do not come out (one of the vans is much worse than the other)
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.
Tried to ring Rea, but did not get hold of her.
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Adrienne Barwell (Inactive)
added a comment - Tried to ring Rea, but did not get hold of her.
Tried to ring Rea on an alternative number but went straight to being put on hold
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Adrienne Barwell (Inactive)
added a comment - Tried to ring Rea on an alternative number but went straight to being put on hold
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
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 - - edited 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
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
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
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.
Show
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.
Swift advise: 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 - Swift advise: 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
Updated Darren with Swift's response
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Adrienne Barwell (Inactive)
added a comment - Updated Darren with Swift's response
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
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.
furniture pads are now in stock, I have issued a worksheet for Steve to put the pads on the furniture in our Loire and use heat to take the marks out of vinyl. We can then check whether this resolves the issue
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Adrienne Barwell (Inactive)
added a comment - furniture pads are now in stock, I have issued a worksheet for Steve to put the pads on the furniture in our Loire and use heat to take the marks out of vinyl. We can then check whether this resolves the issue
worksheet issued, Steve to carry out the repair next week
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Adrienne Barwell (Inactive)
added a comment - worksheet issued, Steve to carry out the repair next week
I have had a blank worksheet back from Swift, I am not sure whether this work has been carried out.
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Adrienne Barwell (Inactive)
added a comment - I have had a blank worksheet back from Swift, I am not sure whether this work has been carried out.
This work has not been carried out, I will speak to Steve on Friday
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Adrienne Barwell (Inactive)
added a comment - This work has not been carried out, I will speak to Steve on Friday
Aftersales worksheet attached
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Nikki Curtis (Inactive)
added a comment - Aftersales worksheet attached
I have submitted a separate claim for this so we can claim back travel and labour
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 separate claim for this so we can claim back travel and labour
travel - 180 mins
Labour - 30 mins
informed Swift that a heat gun was used to remove dents in vinyl.
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Debbie Bartlett (Inactive)
added a comment - informed Swift that a heat gun was used to remove dents in vinyl.
I have responded to the query on swift - asked for this to be authorised so that I am able to request payment
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Ellie W (Inactive)
added a comment - I have responded to the query on swift - asked for this to be authorised so that I am able to request payment
Invoiced Swift and requested payment
465194
465194
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Ellie W (Inactive)
added a comment - Invoiced Swift and requested payment
465194
This is showing as being credited on the connect system
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Ellie W (Inactive)
added a comment - This is showing as being credited on the connect system
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.
SBH005484 claim resubmitted to Swift
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Debbie Bartlett (Inactive)
added a comment - SBH005484 claim resubmitted to Swift
Swift ack this claim, Craig has spoken to Lisa who has agreed to replace the flooring. I will update the site when I get email confirmation
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Debbie Bartlett (Inactive)
added a comment - - edited Swift ack this claim, Craig has spoken to Lisa who has agreed to replace the flooring. I will update the site when I get email confirmation
Swift have advised that they will be attending park W/C 9/05/16 screen shot attached.
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Debbie Bartlett (Inactive)
added a comment - Swift have advised that they will be attending park W/C 9/05/16 screen shot attached.
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 ordered vinyl not carpet. They have advised that they will place some carpet to order. and re schedule a date to attend I have up dated the park.
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Debbie Bartlett (Inactive)
added a comment - Swift have ordered vinyl not carpet. They have advised that they will place some carpet to order. and re schedule a date to attend I have up dated the park.
There are no dates showing on the swift system yet
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Adrienne Barwell (Inactive)
added a comment - There are no dates showing on the swift system yet
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. Swift have advised that they will be attending site W/C 6/06/16
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Debbie Bartlett (Inactive)
added a comment - - edited 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. Swift have advised that they will be attending site W/C 6/06/16
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.
I have emailed swift to advise that the van is empty 6tnb 7th and 8th 9f June.
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Debbie Bartlett (Inactive)
added a comment - I have emailed swift to advise that the van is empty 6tnb 7th and 8th 9f June.
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.
Swift to attend w/c 11/7/16 updated the park
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Charleen Sibley
added a comment - Swift to attend w/c 11/7/16 updated the park
I have spoken to the park because Swift have requested that an engineer attend site W/C 25th July. The park have advised that they are fully booked and it would be more convenient for Swift to Attend in September. Call time 12:31:52pm. Craig updated by Email.
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Debbie Bartlett (Inactive)
added a comment - I have spoken to the park because Swift have requested that an engineer attend site W/C 25th July. The park have advised that they are fully booked and it would be more convenient for Swift to Attend in September. Call time 12:31:52pm. Craig updated by Email.
No further action until September
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Adrienne Barwell (Inactive)
added a comment - No further action until September
No schedule date yet.
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Adrienne Barwell (Inactive)
added a comment - No schedule date yet.
Craig from Swift is going to call the site to see if the van is free for the work to be carried out this week
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Adrienne Barwell (Inactive)
added a comment - Craig from Swift is going to call the site to see if the van is free for the work to be carried out this week
Swift engineer attended but Caravan was on hire work could not be completed. Screenshot attached.
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Claire Folland
added a comment - Swift engineer attended but Caravan was on hire work could not be completed. Screenshot attached.
I have asked Isabel to find out the latest update for this issue and update JIRA
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Adrienne Barwell (Inactive)
added a comment - I have asked Isabel to find out the latest update for this issue and update JIRA
Swift engineer to attend week beginning the 28/11 see screenshot attached.
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Isabel Smith (Inactive)
added a comment - Swift engineer to attend week beginning the 28/11 see screenshot attached.
Swift have asked for Surf to attend, I have declined, I would like Swift to undertake this
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Adrienne Barwell (Inactive)
added a comment - Swift have asked for Surf to attend, I have declined, I would like Swift to undertake this
Swift system still showing as sch 28/11/16
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Adrienne Barwell (Inactive)
added a comment - Swift system still showing as sch 28/11/16
Swift have know completed this claim see screen shot attached.
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Isabel Smith (Inactive)
added a comment - Swift have know completed this claim see screen shot attached.