Details
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Type:
Ext Doors & Windows (4 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:108
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Hire_or_Retail:Retail
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Serial:015665h
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Model:Burgundy
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Year:2014
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Size:35x12
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ID Number:sbh004910 / SBH006633
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Status Colour:
Complete
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Stock_Number:30269
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Times Scheduled:2
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Park_Company:Oaklands Park
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Park_Postcode:PL13 2JS
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Park_Contact:Nicky
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Park_Phone:07342939494
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Park_Email:Info@Oaklands-Park.co.uk
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Park_Code:AOK01
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Park_Key_Account:Yes
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SLA Status:
-
SLA: Open Jobs Overdue Status:
1. |
Update Customer |  |
Complete | Claire Folland | |
2. |
Update Customer | |
Complete | Karen Watson (Inactive) |
Activity
| Transition | Time In Source Status | Execution Times | Last Executer | Last Execution Date | |||||
|---|---|---|---|---|---|---|---|---|---|
|
6m 25s | 1 | Claire Folland | 15/Sep/15 10:07 AM | |||||
|
2d 10m | 1 | Claire Folland | 17/Sep/15 10:17 AM | |||||
|
36d 1h 52m | 1 | Claire Folland | 23/Oct/15 12:09 PM | |||||
|
4s | 1 | Karen Watson (Inactive) | 24/Oct/15 1:40 PM | |||||
|
2m 1s | 2 | Adrienne Barwell (Inactive) | 03/Mar/16 3:59 PM | |||||
|
19s | 2 | Adrienne Barwell (Inactive) | 03/Mar/16 4:00 PM | |||||
|
2m | 2 | Adrienne Barwell (Inactive) | 03/Mar/16 4:00 PM | |||||
|
17s | 2 | Adrienne Barwell (Inactive) | 03/Mar/16 4:00 PM | |||||
|
11s | 2 | Adrienne Barwell (Inactive) | 03/Mar/16 4:00 PM | |||||
|
56m 5s | 2 | charleen sibley | 08/Mar/17 1:14 PM | |||||
|
138d 8h 10m | 3 | Adrienne Barwell (Inactive) | 14/Mar/17 4:38 PM | |||||
|
5s | 1 | Adrienne Barwell (Inactive) | 14/Mar/17 4:39 PM | |||||
|
36d 19h 17m | 1 | charleen sibley | 20/Apr/17 12:56 PM | |||||
|
9s | 2 | charleen sibley | 20/Apr/17 12:56 PM | |||||
|
416d 18h 5m | 2 | Summer Stangroom (Inactive) | 06/Jun/17 10:44 AM | |||||
|
5m 38s | 1 | Summer Stangroom (Inactive) | 06/Jun/17 10:49 AM | |||||
|
8d 1h 29m | 1 | Adrienne Barwell (Inactive) | 14/Jun/17 12:19 PM |
| Status | Complete [ 6 ] | Complete [ 6 ] |
| Resolution | Completed [ 1 ] |
| Resolution | Completed [ 1 ] | |
| Status | Reopened [ 4 ] | Complete [ 6 ] |
| Attachment | Email from Park.png [ 166485 ] |
| Resolution | Completed [ 1 ] | |
| Status | Complete [ 6 ] | Reopened [ 4 ] |
| Status | Resolved [ 5 ] | Complete [ 6 ] |
| Status | Rejected [ 10002 ] | Resolved [ 5 ] |
| Resolution | Completed [ 1 ] |
I have emailed the park to let them know that the issue has been rejected by swift as the van is out of warranty - email attached.
Show
Charleen Sibley
added a comment - I have emailed the park to let them know that the issue has been rejected by swift as the van is out of warranty - email attached.
| Attachment | email to the park.png [ 155767 ] |
| Attachment | email from park.png [ 155761 ] |
| Assignee | Charleen Sibley [ charleen sibley ] | Adrienne Barwell [ adrienne ] |
Rachael had phoned to say that they would no longer be covering this issue due to the van being out of warranty. She ahs also emailed me stating this see screen shot attached.
Show
Isabel Smith (Inactive)
added a comment - Rachael had phoned to say that they would no longer be covering this issue due to the van being out of warranty. She ahs also emailed me stating this see screen shot attached.
| Attachment | Email from Rachael.png [ 151898 ] |
Helen called again today and said Debbie had left a message on her phone- I said we would email her as soon as we have any more news and we really do need some photos to give to swift before they will re look at it. She said she would get some and email them over.
Show
Charleen Sibley
added a comment - - edited Helen called again today and said Debbie had left a message on her phone- I said we would email her as soon as we have any more news and we really do need some photos to give to swift before they will re look at it. She said she would get some and email them over.
I have spoken with Adrienne and we both agree that the two reported issues are linked. I have emailed Rachael at swift asking her to re-look at this. She has advised over the phone that she will re look at it but dose not agree that it is a manufacturing issue. Call Time 11.12.53 am
Show
Debbie Bartlett (Inactive)
added a comment - I have spoken with Adrienne and we both agree that the two reported issues are linked. I have emailed Rachael at swift asking her to re-look at this. She has advised over the phone that she will re look at it but dose not agree that it is a manufacturing issue. Call Time 11.12.53 am
| Attachment | email to Rachael at Swift. .png [ 149731 ] |
Ref The above email, Rather than open another issue, I think the two are linked as the doors and screws do not fit properly causing there to be a leak and the floor to be damp. I have called the park and asked them to email over some photos so we can forward them onto Swift.
Show
Debbie Bartlett (Inactive)
added a comment - - edited Ref The above email, Rather than open another issue, I think the two are linked as the doors and screws do not fit properly causing there to be a leak and the floor to be damp. I have called the park and asked them to email over some photos so we can forward them onto Swift.
I have had an email from Helen at the park, Below and attached.
I’m not sure if Pete has rung this snag through to you, but Mr Loveday in OKL108 has reported a leak in his Swift Burgundy van SG015665H.
.
Where the frame of the double French doors are screwed down to the board, the screws have not been sealed properly and over the period of time he has had it, it has started to rot the floor under the frame.
The customer only noticed it as he was measuring up for a new carpet and when he was on the floor felt a damp patch by the doors and when he pulled up the carpet there was a sizeable damp patch and the screws were all rusted.
This is probably a manufacturing issue – as the screws could not have been sealed properly for this problem to have arisen and a slow drip over time has created this problem.
Would you be able to contact Swift in order to get this issue resolved please? It sounds like the frame needs to come out, replace the rotted floor and replace the frame sealing it properly.
I’m not sure if Pete has rung this snag through to you, but Mr Loveday in OKL108 has reported a leak in his Swift Burgundy van SG015665H.
.
Where the frame of the double French doors are screwed down to the board, the screws have not been sealed properly and over the period of time he has had it, it has started to rot the floor under the frame.
The customer only noticed it as he was measuring up for a new carpet and when he was on the floor felt a damp patch by the doors and when he pulled up the carpet there was a sizeable damp patch and the screws were all rusted.
This is probably a manufacturing issue – as the screws could not have been sealed properly for this problem to have arisen and a slow drip over time has created this problem.
Would you be able to contact Swift in order to get this issue resolved please? It sounds like the frame needs to come out, replace the rotted floor and replace the frame sealing it properly.
Show
Debbie Bartlett (Inactive)
added a comment - I have had an email from Helen at the park, Below and attached.
I’m not sure if Pete has rung this snag through to you, but Mr Loveday in OKL108 has reported a leak in his Swift Burgundy van SG015665H.
.
Where the frame of the double French doors are screwed down to the board, the screws have not been sealed properly and over the period of time he has had it, it has started to rot the floor under the frame.
The customer only noticed it as he was measuring up for a new carpet and when he was on the floor felt a damp patch by the doors and when he pulled up the carpet there was a sizeable damp patch and the screws were all rusted.
This is probably a manufacturing issue – as the screws could not have been sealed properly for this problem to have arisen and a slow drip over time has created this problem.
Would you be able to contact Swift in order to get this issue resolved please? It sounds like the frame needs to come out, replace the rotted floor and replace the frame sealing it properly.
| Status | Acknowledged [ 10005 ] | Rejected [ 10002 ] |
| Status | Submitted [ 10001 ] | Acknowledged [ 10005 ] |
| Attachment | rejected by Swift.png [ 147730 ] |
| Priority | Agreed Date [ 26 ] | Manager escalations [ 10000 ] |
| Attachment | email to the park.png [ 146690 ] |
| Summary | front doors do not line up properly | front doors do not line up properly and the door bits are going rusty such as screws etc |
| Status | Reopened [ 4 ] | Submitted [ 10001 ] |
| Attachment | swift claim.png [ 146688 ] |
Submitted through to Swift for them to attend explaining that the doors are going rusty and the park are sure that the doors have a five year warranty. Await their response. Updated the park by email today. copy attached. SBH006633
Show
Charleen Sibley
added a comment - Submitted through to Swift for them to attend explaining that the doors are going rusty and the park are sure that the doors have a five year warranty. Await their response. Updated the park by email today. copy attached. SBH006633
| ID Number | sbh004910 | sbh004910 / SBH006633 |
This issue was reopened on the 08/03/17. The park called at 11.52 to say that the van owner has gone into the van to have the carpet changed and noticed a damp patch. They think that it has let water in from the frame (that is attached to the actual van - outer frame) into the van. The screws are rusting. I have advised that I will ask Swift on what they would advise because the van is out of warranty. They have said that the doors have a five year garantee so want it covered.
I have spoken to Paul at Swift cal time 12.20 asking him whether to submit the claim because Swift had previously attended the issue. He said even though the park was closed over the winter months, so they may not have noticed the issue, the work is only covered for one year. He said that I could resubmit the claim and then take it up with Rachael but the likelihood is that it will be rejected by both Rachael and the warranty team.
I have spoken to Paul at Swift cal time 12.20 asking him whether to submit the claim because Swift had previously attended the issue. He said even though the park was closed over the winter months, so they may not have noticed the issue, the work is only covered for one year. He said that I could resubmit the claim and then take it up with Rachael but the likelihood is that it will be rejected by both Rachael and the warranty team.
Show
Isabel Smith (Inactive)
added a comment - This issue was reopened on the 08/03/17. The park called at 11.52 to say that the van owner has gone into the van to have the carpet changed and noticed a damp patch. They think that it has let water in from the frame (that is attached to the actual van - outer frame) into the van. The screws are rusting. I have advised that I will ask Swift on what they would advise because the van is out of warranty. They have said that the doors have a five year garantee so want it covered.
I have spoken to Paul at Swift cal time 12.20 asking him whether to submit the claim because Swift had previously attended the issue. He said even though the park was closed over the winter months, so they may not have noticed the issue, the work is only covered for one year. He said that I could resubmit the claim and then take it up with Rachael but the likelihood is that it will be rejected by both Rachael and the warranty team.
| Assignee | Isabel Smith [ monica ] | Charleen Sibley [ charleen sibley ] |
| Park_Contact | Peter (site Manager) | |
| Park_Email | info@oaklands-park.co.uk | 'Pete@OakTreeParks.co.uk' |
| Park_Code | oakl05 | AOK01 |
| Park_Address2 | Polperro Road | Polperro |
| Park_Address | Oaklands Park | Oaklands Park |
| Park_Company | Oaklands park _ do not use | Oaklands Park |
| Resolution | Completed [ 1 ] | |
| Status | Complete [ 6 ] | Reopened [ 4 ] |
| Assignee | Adrienne Barwell [ adrienne ] | Isabel Smith [ monica ] |
| Status | Resolved [ 5 ] | Complete [ 6 ] |
| Status | Awaiting Payment [ 10151 ] | Resolved [ 5 ] |
| Assignee | Ellie W [ temp ] | Adrienne Barwell [ adrienne ] |
| Resolution | Completed [ 1 ] |
| Status | Issue Invoice [ 10451 ] | Awaiting Payment [ 10151 ] |
| Status | Engineer Scheduled [ 10000 ] | Issue Invoice [ 10451 ] |
| Assignee | Karen Watson [ karenw ] | Ellie W [ temp ] |
| Times Scheduled | 1 | 2 |
| Status | Worksheet Issued [ 10004 ] | Engineer Scheduled [ 10000 ] |
| Work Scheduled | 02/Nov/15 | 15/Dec/15 |
| Plot |
| Status | Acknowledged [ 10005 ] | Worksheet Issued [ 10004 ] |
| Status | Submitted [ 10001 ] | Acknowledged [ 10005 ] |
Completed by Swift 15.12.15
Show
Adrienne Barwell (Inactive)
added a comment - Completed by Swift 15.12.15
| Attachment | Completion by Swift.png [ 112339 ] |
| Attachment | Email to park.jpg [ 104471 ] |
| Attachment | Email to Swift.jpg [ 104472 ] |
| Status | Reopened [ 4 ] | Submitted [ 10001 ] |
| Resolution | Completed [ 1 ] | |
| Status | Resolved [ 5 ] | Reopened [ 4 ] |
| Status | Awaiting Payment [ 10151 ] | Resolved [ 5 ] |
| Assignee | Ellie W [ temp ] | Karen Watson [ karenw ] |
| Resolution | Completed [ 1 ] |
| Status | Issue Invoice [ 10451 ] | Awaiting Payment [ 10151 ] |
| Invoice Number | No invoice required |
| Status | Engineer Scheduled [ 10000 ] | Issue Invoice [ 10451 ] |
| Assignee | Claire Folland [ claire ] | Ellie W [ temp ] |
| Priority | Normal [ 21 ] | Agreed Date [ 26 ] |
| Times Scheduled | 0 | 1 |
| Status | Worksheet Issued [ 10004 ] | Engineer Scheduled [ 10000 ] |
| Work Scheduled | 02/Nov/15 | |
| Plot |
| Status | Acknowledged [ 10005 ] | Worksheet Issued [ 10004 ] |
| Attachment | Email to Swift.jpg [ 104472 ] |
| Attachment | Email to park.jpg [ 104471 ] |
Note entered incorrect.
| Status | Submitted [ 10001 ] | Acknowledged [ 10005 ] |
submitted this back into Swift, they have been out before
Show
Claire Folland
added a comment - submitted this back into Swift, they have been out before
| Status | Awaiting Customer Info [ 10012 ] | Submitted [ 10001 ] |
tried to phone site but line was engaged
Show
Claire Folland
added a comment - tried to phone site but line was engaged
swift have put this into query, they need to know if the van is level and if it has been moved as the unit was purchased 17-11-14
Show
Claire Folland
added a comment - swift have put this into query, they need to know if the van is level and if it has been moved as the unit was purchased 17-11-14
| Status | Submitted [ 10001 ] | Awaiting Customer Info [ 10012 ] |
submitted into ABI
Show
Claire Folland
added a comment - submitted into ABI
| Status | Open [ 1 ] | Submitted [ 10001 ] |
| ID Number | sbh004910 |
reported to us by Pete at the park
Show
Claire Folland
added a comment - reported to us by Pete at the park
| Field | Original Value | New Value |
|---|---|---|
| Park_Postcode | PL13 2JS | |
| Park_Phone | 01503 262640 | |
| Park_Code | oakl05 | |
| Park_Key_Account | No | |
| Park_Address2 | Polperro Road | |
| Park_City | Looe | |
| Park_Address | Oaklands park |
I rang Swift (10:34) and spoke to Rachael. She looked into this and confirmed that the van was bought in 2015 and they attended to an issue a month after that as it was in warranty but now is out of warranty as she said it the whole van has a 1 year warranty.
I called Helen back (10:41) and told her this. She wasn't very happy with this and thinks it should have a bigger warranty time and will talk to management about this and get back to us with how they want to move forward. Will close this off for the time being.