Details
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Type:
Ext Doors & Windows (4 weeks)
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Status: Complete
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Priority:
Critical
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Resolution: Completed
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Labels:None
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Customer Code:SNOW01
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Park:Snowlands
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Postcode:PL24 2AE
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Responsibility:Manufacturer Attending
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Plot:6A
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Serial:wb4039/007
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Model:Vogue
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Size:42x12
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ID Number:272876
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Status Colour:
Complete
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Park_Company:Not defined
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SLA Status:
Description
Archie - 07597951065
Issue Links
- Same Van
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WILL-2710
bedroom door frames have swollen again
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- Complete
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Activity
| Field | Original Value | New Value |
|---|---|---|
| Status | Open [ 1 ] | Submitted [ 10001 ] |
| ID Number | 272876 |
| Status | Submitted [ 10001 ] | Acknowledged [ 10005 ] |
Hide
Claire Folland
added a comment -
Permalink
no schedule date yet
Show
Claire Folland
added a comment - no schedule date yet
no schedule date yet
Show
Claire Folland
added a comment - no schedule date yet
still no schedule date yet
Show
Claire Folland
added a comment - still no schedule date yet
| Priority | High [ 23 ] | Normal [ 21 ] |
| Workflow | Surfbay [ 35931 ] | Copy of Surfbay [ 41874 ] |
| Workflow | Copy of Surfbay [ 41874 ] | Surfbay [ 47388 ] |
| Status | Acknowledged [ 10005 ] | Parts ordered [ 3 ] |
| Status | Parts ordered [ 3 ] | Parts Recieved [ 10003 ] |
| Parts in | 16/May/11 10:37 AM |
| Status | Parts Recieved [ 10003 ] | Worksheet Issued [ 10004 ] |
| Status | Worksheet Issued [ 10004 ] | Engineer Scheduled [ 10000 ] |
| Work Scheduled | 16/May/11 |
willerby attending wc 16-5-11
Show
Claire Folland
added a comment - willerby attending wc 16-5-11
| Priority | Normal [ 21 ] | High [ 23 ] |
willerby attended and advised the door frames need replacing, company who supplied these are no longer around, asked ellie if there is anything else they can supply
Show
Claire Folland
added a comment - willerby attended and advised the door frames need replacing, company who supplied these are no longer around, asked ellie if there is anything else they can supply
| Work Scheduled | 16/May/11 |
| Status | Engineer Scheduled [ 10000 ] | Resolved [ 5 ] |
| Resolution | Completed [ 1 ] |
| Status | Resolved [ 5 ] | Reopened [ 4 ] |
| Resolution | Completed [ 1 ] |
| Status | Reopened [ 4 ] | Acknowledged [ 10005 ] |
request is now in query at willerby, will chase ellie
Show
Claire Folland
added a comment - request is now in query at willerby, will chase ellie
| Status | Acknowledged [ 10005 ] | Parts ordered [ 3 ] |
ellie is still trying to find out if they can still get the door kits
Show
Claire Folland
added a comment - ellie is still trying to find out if they can still get the door kits
| Attachment | screenshot-1.jpg [ 16544 ] |
| Priority | High [ 23 ] | Critical [ 24 ] |
chased ellie for an update
Show
Claire Folland
added a comment - chased ellie for an update
ellie has confirmed original door frames are now on order
Show
Claire Folland
added a comment - ellie has confirmed original door frames are now on order
| Attachment | screenshot-2.jpg [ 16764 ] |
due into willerby wc 4-7-11
Show
Claire Folland
added a comment - due into willerby wc 4-7-11
| Parts in | 16/May/11 10:37 AM | 04/Jul/11 10:37 AM |
| Status | Parts ordered [ 3 ] | Parts Recieved [ 10003 ] |
| Status | Parts Recieved [ 10003 ] | Worksheet Issued [ 10004 ] |
| Status | Worksheet Issued [ 10004 ] | Engineer Scheduled [ 10000 ] |
| Work Scheduled | 4/Jul/11 |
willerby attending wc 4-7-11
Show
Claire Folland
added a comment - willerby attending wc 4-7-11
tried to call archie with schedule date but no answer will keep trying
Show
Claire Folland
added a comment - tried to call archie with schedule date but no answer will keep trying
spoke to archie, willerby have not turned up this week
Show
Claire Folland
added a comment - spoke to archie, willerby have not turned up this week
| Work Scheduled | 4/Jul/11 | 8/Aug/11 |
| Status | Engineer Scheduled [ 10000 ] | Engineer Visit Rescheduled [ 10010 ] |
willerby have re-scheduled for wc 8-8-11
Show
Claire Folland
added a comment - willerby have re-scheduled for wc 8-8-11
| Status | Engineer Visit Rescheduled [ 10010 ] | Engineer Visit Rescheduled [ 10010 ] |
| Work Scheduled | 8/Aug/11 | 25/Jul/11 |
willerby have changed schedule date again, now attending wc 25-7-11, advised customer
Show
Claire Folland
added a comment - willerby have changed schedule date again, now attending wc 25-7-11, advised customer
over 8 week report sent to Claire Bailey at Willerby
Show
Adrienne Barwell (Inactive)
added a comment - over 8 week report sent to Claire Bailey at Willerby
Mr Burden has called and advised that the engineer has not turned up - I spoke to Gemma and she tried to contact the her engineer to find out why he did not attend - however the customer is uninterested as to why they didn't attend he just wants to know when they intend to come back - Mr Burden has said that he is going to go and see a solicitor as he is fed up of being "fobbed off" by Willerby.
I called again and asked Ellie to escalate this today and she is calling me back today.
I called again and asked Ellie to escalate this today and she is calling me back today.
Show
Linda Trunkfield (Inactive)
added a comment - Mr Burden has called and advised that the engineer has not turned up - I spoke to Gemma and she tried to contact the her engineer to find out why he did not attend - however the customer is uninterested as to why they didn't attend he just wants to know when they intend to come back - Mr Burden has said that he is going to go and see a solicitor as he is fed up of being "fobbed off" by Willerby.
I called again and asked Ellie to escalate this today and she is calling me back today.
| Status | Engineer Visit Rescheduled [ 10010 ] | Engineer Visit Rescheduled [ 10010 ] |
| Work Scheduled | 25/Jul/11 | 22/Aug/11 |
willerby have changed schedule date, now attending wc 22-8-11
Show
Claire Folland
added a comment - willerby have changed schedule date, now attending wc 22-8-11
archie called not very happy he has not heard anything back from us yesterday, he advised he spoke to someone in the office on friday and they promised to call him back, willerby have changed schedule date now attending wc 22-8-11, he is not happy with this, he has been to his solicitor and they have advised for him to get an engineer in to carry out the work and bill surf bay, advised i would speak to willerby and will call him back
Show
Claire Folland
added a comment - archie called not very happy he has not heard anything back from us yesterday, he advised he spoke to someone in the office on friday and they promised to call him back, willerby have changed schedule date now attending wc 22-8-11, he is not happy with this, he has been to his solicitor and they have advised for him to get an engineer in to carry out the work and bill surf bay, advised i would speak to willerby and will call him back
spoke to Linda, she spoke to archie on friday, willerby promised to give her a call back but never did and she was not in the office yesterday, she has called Ellie and Ellie is due to speak to Claire Bailey this morning, called Archie back to advise willerby are looking into whether they can bring the schedule date forward, as soon as i hear back from them i will give him a call
Show
Claire Folland
added a comment - spoke to Linda, she spoke to archie on friday, willerby promised to give her a call back but never did and she was not in the office yesterday, she has called Ellie and Ellie is due to speak to Claire Bailey this morning, called Archie back to advise willerby are looking into whether they can bring the schedule date forward, as soon as i hear back from them i will give him a call
willerby called to advise they can not get to the park any sooner then wc 22-8-11, they have advised if the customer wants to get an engineer to carry out the repairs they can but willerby must receive a quote from them 1st. spoke to Archie he thinks willerby are trying to pass the buck, by the time he gets a quote together and sends it to willerby it will be september, he will speak to his solicitor
Show
Claire Folland
added a comment - willerby called to advise they can not get to the park any sooner then wc 22-8-11, they have advised if the customer wants to get an engineer to carry out the repairs they can but willerby must receive a quote from them 1st. spoke to Archie he thinks willerby are trying to pass the buck, by the time he gets a quote together and sends it to willerby it will be september, he will speak to his solicitor
Willerby called and advised that the supplier of the doors have sent the wrong parts so they will not be attending w/c 22-08-11, this has been escalated to Soraya, Elle will call and advise once she has a date.
Show
Linda Trunkfield (Inactive)
added a comment - Willerby called and advised that the supplier of the doors have sent the wrong parts so they will not be attending w/c 22-08-11, this has been escalated to Soraya, Elle will call and advise once she has a date.
spoke to Ellie, she advises new door kits arrived yesterday, claire bailey is in the middle of trying to sort out when an engineer can attend, explained the customer will be very angry they are not attending this week, she has promised to give me a call by the end of the day,
Rang archie back, he is very angry willerby have let him down again, he wants to get someone in to replace the door frames and just bill us, he thinks its our job to fight it out with willerby, explained willerby have promised to give me a call back by the end of the day, he will wait to see what they come back with
Rang archie back, he is very angry willerby have let him down again, he wants to get someone in to replace the door frames and just bill us, he thinks its our job to fight it out with willerby, explained willerby have promised to give me a call back by the end of the day, he will wait to see what they come back with
Show
Claire Folland
added a comment - spoke to Ellie, she advises new door kits arrived yesterday, claire bailey is in the middle of trying to sort out when an engineer can attend, explained the customer will be very angry they are not attending this week, she has promised to give me a call by the end of the day,
Rang archie back, he is very angry willerby have let him down again, he wants to get someone in to replace the door frames and just bill us, he thinks its our job to fight it out with willerby, explained willerby have promised to give me a call back by the end of the day, he will wait to see what they come back with
spoke to emma at willerby, she has advised she is about to go and see claire bailey regarding this claim, explained customer is very angry and needs an answer by the end of the day, she has promised to give me a call back
Show
Claire Folland
added a comment - spoke to emma at willerby, she has advised she is about to go and see claire bailey regarding this claim, explained customer is very angry and needs an answer by the end of the day, she has promised to give me a call back
emma called back to say they are looking through the warranty work at the moment, she can not give me a schedule date yet, will know by friday
Show
Claire Folland
added a comment - emma called back to say they are looking through the warranty work at the moment, she can not give me a schedule date yet, will know by friday
Rang emma back to ask if they can send the door kits to us and we will fit, explained we need them on a next day carrier, she will check with claire Bailey and will ring me back,
Emma has advised the door kits are being sent out tomorrow and i will receive them friday, rang Archie to advise we will be there next wednesday to fit them,
Emma has advised the door kits are being sent out tomorrow and i will receive them friday, rang Archie to advise we will be there next wednesday to fit them,
Show
Claire Folland
added a comment - Rang emma back to ask if they can send the door kits to us and we will fit, explained we need them on a next day carrier, she will check with claire Bailey and will ring me back,
Emma has advised the door kits are being sent out tomorrow and i will receive them friday, rang Archie to advise we will be there next wednesday to fit them,
door kits have arrived with the customer
Steve will visit on Wed 31/8/11
Steve will visit on Wed 31/8/11
Show
Adrienne Barwell (Inactive)
added a comment - door kits have arrived with the customer
Steve will visit on Wed 31/8/11
| Work Scheduled | 22/Aug/11 | 31/Aug/11 |
| Status | Engineer Visit Rescheduled [ 10010 ] | Engineer Visit Rescheduled [ 10010 ] |
steve called to advise the door frames which willerby have sent are the wrong colour, customer will not accept them, he either wants 2 more of the new type so he has 4 matching door frames or will request the old ones. spoke to Ellie, she can understand were the customer is coming from, will speak to Claire Bailey and will ring me back, the only problem is the length of time the door frames take to come into stock. rang steve back so he could advise the customer
Show
Claire Folland
added a comment - steve called to advise the door frames which willerby have sent are the wrong colour, customer will not accept them, he either wants 2 more of the new type so he has 4 matching door frames or will request the old ones. spoke to Ellie, she can understand were the customer is coming from, will speak to Claire Bailey and will ring me back, the only problem is the length of time the door frames take to come into stock. rang steve back so he could advise the customer
| Status | Engineer Visit Rescheduled [ 10010 ] | Resolved [ 5 ] |
| Resolution | Completed [ 1 ] |
| Resolution | Completed [ 1 ] | |
| Status | Resolved [ 5 ] | Reopened [ 4 ] |
| Work Scheduled | 31/Aug/11 |
ellie called back to advise if the customer wants 2 more door frames to match he will have to pay, they can no longer get the original door frames, they do understand about the frames being a different colour but can not do anything about it, they think the old ones may have faded in the sun, spoke to steve, he said this is impossible as they are in the hallway, tried to call archie but he was driving, he will give me a call back
Show
Claire Folland
added a comment - ellie called back to advise if the customer wants 2 more door frames to match he will have to pay, they can no longer get the original door frames, they do understand about the frames being a different colour but can not do anything about it, they think the old ones may have faded in the sun, spoke to steve, he said this is impossible as they are in the hallway, tried to call archie but he was driving, he will give me a call back
spoke to Archie, he is not happy with willerby's decision, he thinks it is down to Surf Bay to sort it out not him, would like someone higher then me to speak to Willerby, if he has to go down the legal route he will but he thinks it will get nasty.Advised i would speak to my manager
Show
Claire Folland
added a comment - spoke to Archie, he is not happy with willerby's decision, he thinks it is down to Surf Bay to sort it out not him, would like someone higher then me to speak to Willerby, if he has to go down the legal route he will but he thinks it will get nasty.Advised i would speak to my manager
Message from Emma at Willerby: 272876 - Door kits i believe you have spoken to Ellie about these this morning? Unfortunately with the door frames coming in form a new supplier there is colour variation on the frames. If we were to send out more new frames then we couldn't guarantee that they would be of the same match.
Show
Adrienne Barwell (Inactive)
added a comment - Message from Emma at Willerby: 272876 - Door kits i believe you have spoken to Ellie about these this morning? Unfortunately with the door frames coming in form a new supplier there is colour variation on the frames. If we were to send out more new frames then we couldn't guarantee that they would be of the same match.
| Attachment | CCF02092011_00000.jpg [ 18098 ] |
Discussed this matter with Claire and Terry, Willerby are not willing to provided any further door frames. The customer will not provide a quote for work to be carried out by a local contractor, and I am not prepared to agree to agree to the work being carried out with out an idea of the cost.
Claire is to inform the customer that if he wishes to take the legal route we will need him to advise us in writing so that we can pass the information across to Willerby.
Claire is to inform the customer that if he wishes to take the legal route we will need him to advise us in writing so that we can pass the information across to Willerby.
Show
Adrienne Barwell (Inactive)
added a comment - Discussed this matter with Claire and Terry, Willerby are not willing to provided any further door frames. The customer will not provide a quote for work to be carried out by a local contractor, and I am not prepared to agree to agree to the work being carried out with out an idea of the cost.
Claire is to inform the customer that if he wishes to take the legal route we will need him to advise us in writing so that we can pass the information across to Willerby.
spoke to Archie, he is not happy with Willerby and the way they are treating him, he has been to his solicitor and has been advised to go back to us as it is down to us to sort, he wants a manager from surf bay to give him a call back
Show
Claire Folland
added a comment - spoke to Archie, he is not happy with Willerby and the way they are treating him, he has been to his solicitor and has been advised to go back to us as it is down to us to sort, he wants a manager from surf bay to give him a call back
I have spoken to Claire Bailey, she has advised that if we submit a claim on-line for her attention asking for 4 door frames as a gesture of goodwill, she will arrange for 4x frames to be supplied. Claire cannot guarantee that they will exactly match colour wise but there shouldn't be okay, they are like wallpaper made in batches and if you get some from a different batch they might be a slightly different shade.
I have agreed that when the parts come to us we will fit free of charge.
Claire Folland will ring the customer back
I have agreed that when the parts come to us we will fit free of charge.
Claire Folland will ring the customer back
Show
Adrienne Barwell (Inactive)
added a comment - I have spoken to Claire Bailey, she has advised that if we submit a claim on-line for her attention asking for 4 door frames as a gesture of goodwill, she will arrange for 4x frames to be supplied. Claire cannot guarantee that they will exactly match colour wise but there shouldn't be okay, they are like wallpaper made in batches and if you get some from a different batch they might be a slightly different shade.
I have agreed that when the parts come to us we will fit free of charge.
Claire Folland will ring the customer back
.
| Status | Reopened [ 4 ] | Resolved [ 5 ] |
| Resolution | Completed [ 1 ] |
| Status | Resolved [ 5 ] | Complete [ 6 ] |
| Status | Complete [ 6 ] | Reopened [ 4 ] |
| Resolution | Completed [ 1 ] |
| Status | Reopened [ 4 ] | Resolved [ 5 ] |
| Resolution | Completed [ 1 ] |
| Status | Resolved [ 5 ] | Complete [ 6 ] |
| Workflow | Surfbay [ 47388 ] | Copy of Surfbay [ 57148 ] |
| Workflow | Copy of Surfbay [ 57148 ] | Surfbay [ 64448 ] |
| Workflow | Surfbay [ 64448 ] | Copy of Surfbay [ 73384 ] |
| Workflow | Copy of Surfbay [ 73384 ] | Surfbay [ 76250 ] |
| Workflow | Surfbay [ 76250 ] | Manufacturers ver 2.0 [ 98621 ] |
| Workflow | Manufacturers ver 2.0 [ 98621 ] | Manufacturers ver 2.1 [ 134892 ] |
| Workflow | Manufacturers ver 2.1 [ 134892 ] | Manufacturers ver 2.2 [ 152124 ] |
| Transition | Time In Source Status | Execution Times | Last Executer | Last Execution Date | |||||
|---|---|---|---|---|---|---|---|---|---|
|
3h 6m | 1 | Claire Folland | 04/Apr/11 2:52 PM | |||||
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18h 39m | 1 | Claire Folland | 05/Apr/11 9:32 AM | |||||
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12d 22h 54m | 1 | Claire Folland | 25/May/11 9:33 AM | |||||
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3s | 1 | Claire Folland | 25/May/11 9:33 AM | |||||
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44d 7h 27m | 2 | Claire Folland | 01/Jun/11 3:55 PM | |||||
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26d 18h 34m | 2 | Claire Folland | 28/Jun/11 10:29 AM | |||||
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3s | 2 | Claire Folland | 28/Jun/11 10:29 AM | |||||
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10s | 2 | Claire Folland | 28/Jun/11 10:30 AM | |||||
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13d 4h 19m | 1 | Claire Folland | 11/Jul/11 2:49 PM | |||||
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46d 14m | 3 | Adrienne Barwell (Inactive) | 26/Aug/11 3:04 PM | |||||
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4d 20h 3m | 1 | Claire Folland | 31/Aug/11 11:07 AM | |||||
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6s | 2 | Claire Folland | 31/Aug/11 11:07 AM | |||||
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4m 49s | 1 | Adrienne Barwell (Inactive) | 05/Sep/11 12:10 PM | |||||
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5d 1h 1m | 2 | Adrienne Barwell (Inactive) | 05/Sep/11 12:14 PM | |||||
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1m 14s | 2 | Adrienne Barwell (Inactive) | 05/Sep/11 12:15 PM |
