Re: CEO Letter ES1910AR

Mr Meacher

Thank you for your email. I will discuss this with Mr walker and ask he contacts you

Kind Regards,

Richard Lawrence
National Customer Relations Manager

LOGO
Address: Everest House, Sopers Road, Cuffley, EN6 4SG
Direct Dial:01707 877 022
Mobile: 07808365158
Fax: 01707 876 156

Email: richard.lawrence@xxxxxxxxxxxxx

Website: www.everest.co.uk

This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.

From: Sean Meacher [mailto:sean@xxxxxxxxxxx]
Sent: 06 November 2014 14:15
To: Richard Lawrence; Ken Lees
Cc: John Rushmere
Subject: Re: CEO Letter ES1910AR

Richard,
Given that you've obviously read the letter I had to send to your CEO, you know what I've asked for.
I had assumed that you were the person your CEOMr Saunders had tasked to sort all this out.
If you're not and Max Walker is, then I suggest you have him read that letter, ensure that he understands what I've asked for - the full set of windows for Â18734 - and more importantly WHY, then get back to me with how you intend to make that happen.

Regards,
Sean Meacher

On 06/11/2014 07:19, Richard Lawrence wrote:

Good Morning

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Thank you for your email.Â The offer I made was for Â2082 off this order which equates toÂ whatÂ you have paid already leaving the remaining balance Â18,734 toÂ paid on completion. I clearlyÂ would not have offered to complete another contract thatÂ has not been processed yet for this amount.

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The remaining negotiations would need toÂ be taken up with Max WalkerÂ who is the Senior Regional Operations Manager for your area, as this is not an decision I can make.

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I hope this clarifies matters

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Kind Regards,

Richard Lawrence
National Customer Relations Manager

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Address: Everest House, Sopers Road, Cuffley, EN6 4SG
Direct Dial:01707 877 022
Mobile: 07808365158
Fax: 01707 876 156

Email: richard.lawrence@xxxxxxxxxxxxx

Website: www.everest.co.uk

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This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.

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From: Sean Meacher [mailto:sean@xxxxxxxxxxx]
Sent: 05 November 2014 13:50
To: Ken Lees
Cc: Richard Lawrence; John Rushmere
Subject: Re: CEO Letter ES1910AR

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Ken,
Before this gets out of hand again. I appreciate all that you've tried to do given the constraints you work within, howeverÂwhat I need you to do *today* is to pick up the phone and speak to Richard Lawrence, then get him to write to me and explain what Everest intends to do to ensure that I end up a happy customer.

Can you do that?

Thanks,
Sean

On 04/11/2014 17:37, Ken Lees wrote:

Good afternoon Mr Meacher,

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it would have to be treated as a new contract. I will contact John Rushmere and see if we can get some prices. I would need to speak to sales to talk about a new finance package.

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John can you call me please to discuss.

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Regards Ken

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From: Sean Meacher [mailto:sean@xxxxxxxxxxx]
Sent: 04 November 2014 14:51
To: Ken Lees
Cc: Richard Lawrence
Subject: Re: CEO Letter ES1910AR

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Hello Gentlemen,
It has been a week since Ken said he would talk to Richard about what you're going to do about the rest of the windows for my house.
Can you let me know how you plan on sorting this out?
This may be an obvious suggestion, but given that you're essentially producing new units for those that you've finally acknowledged were incorrect, what's to stop you consolidating *everything* (meaning the ES1910AR order and the rest of the windows for my house) into a new order and then submitting to me a new finance agreement for the agreed/requested amount?..

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Regards,
Sean Meacher

On 28/10/2014 15:42, Ken Lees wrote:

I will speak to Richard

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regards

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From: Sean Meacher [mailto:sean@xxxxxxxxxxx]
Sent: 28 October 2014 15:42
To: Ken Lees
Cc: Richard Lawrence
Subject: RE: CEO Letter ES1910AR

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Well. Given that I had to write to your CEO to get this far, maybe you and Mr Lawrence should have a discussion about that.

On Tue, 28 Oct 2014 15:23:45 +0000, Ken Lees <Ken.Lees@xxxxxxxxxxxxx> wrote:

Yes I agree that they have been measured up, but no price or contract has been agreed. would you like to commence as a new contract?

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Regards

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From: Sean Meacher [mailto:sean@xxxxxxxxxxx]
Sent: 28 October 2014 15:17
To: Ken Lees
Cc: Richard Lawrence
Subject: RE: CEO Letter ES1910AR

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and so what are the plans for the rest of the windows that are now all measured up?..

On Tue, 28 Oct 2014 14:20:14 +0000, Ken Lees <Ken.Lees@xxxxxxxxxxxxx> wrote:

Hi, itâs the original contract, the leads that were wrong, thatâs what we are changing

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Thanks

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From: Sean Meacher [mailto:sean@xxxxxxxxxxx]
Sent: 28 October 2014 14:14
To: Ken Lees
Cc: Richard Lawrence
Subject: Re: CEO Letter ES1910AR

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By *everything*, I meant the complete set of windows for the house.
"on that contract" would only be the first batch that were wrong wouldn't it?

On 28/10/2014 11:06, Ken Lees wrote:

Yes sure, it means that the surveyors remakes have been accepted and are starting to be made, or no problems with his survey. So all is good for everything on that contract. Regards Ken
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From: Sean Meacher [mailto:sean@xxxxxxxxxxx]
Sent: Tuesday, October 28, 2014 11:02 AM
To: Ken Lees
Cc: Richard Lawrence
Subject: RE: CEO Letter ES1910AR
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Could you explain what you mean by 'broken down for manufacture' please?

So is this for *everything*?..

Thanks,

Sean

On Mon, 27 Oct 2014 16:17:27 +0000, Ken Lees wrote:

Good afternoon,

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The windows are broken down for manufacture. The estimated delivery date is 24/12. I will try to improve on this time, but the leads are bespoke as you know.

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The new stained units are overlayed on the glass, it has to be like this as the unit has to be sealed. They will not fade and the colour will not be affected by UV rays.

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The leaded glass that is in your house is made up of individual pieces of glass, this cannot be replicated into a sealed unit. Of course we will leave the old glass on site for you.

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I will of course keep you updated to when the windows are coming in, we can work together and agree a date for the installation

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Kind regards

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From: Sean Meacher [mailto:sean@xxxxxxxxxxx]
Sent: 27 October 2014 14:41
To: Ken Lees
Cc: Richard Lawrence
Subject: RE: CEO Letter ES1910AR

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Hello Gentlemen,

It has now been a week since you sent your surveyor up from Eastbourne, so I was wondering why I hadn't heard anything back about your next actions.

Ken, you said John would be able to answer all my questions, although he explained a bit more about what I was getting he really just created more questions.

It does make me wonder what else I might not have been told anything about.

I understand more about frame sizes and depths, also confirming my understanding that 'fixing' theÂincorrectÂdesigns in-situ would have been a very very bad idea.

Is it true that absolutely nothing has been done to resolve the issues with the 'wrong windows' since I highlighted that in January?..

In which case you might find theÂfollowingÂuseful - the principle of "burnt toast"
http://jchyip.blogspot.co.uk/2013/12/5-principles-on-quality-and-testing-in.html
and the man who originally developed these ideas for manufacturing in the 60's (quite wordy this)
http://aliciapatterson.org/stories/meet-dr-deming-corporate-americas-newest-guru

Also, I wasÂintriguedÂto discover that the 'leading' is in fact not stained-glass at all (due to the sealing requirements of the units), but really just lead strips backed by coloured film.
Given that the real thing has been there since 1936, how long would the colours on this 'film' be expected to last?..

I'd also like to state now that, if possible, ÂI'd like to keep possession of the existing stained-glass panels once they are removed, as junking them would seem like such a waste and they can be made into pleasant backlit units.

What I would also like to know, is what is your production schedule?

I have a number of things that need doing before I can be ready for any installations, so knowing when that would be would help put my mind at ease and allow me to plan appropriately.

Regards,

Sean Meacher

On Wed, 15 Oct 2014 14:45:01 +0000, Ken Lees <Ken.Lees@xxxxxxxxxxxxx> wrote:

Hi,

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His name is John Rushmere. he is coming in to see me Friday, we will go through the survey together, he will be fully briefed for his visit Saturday. I will show him the windows that we have in the warehouse. He will be able to answer all your questions on Saturday

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Regards

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From: Sean Meacher [mailto:sean@xxxxxxxxxxx]
Sent: 15 October 2014 14:20
To: Ken Lees
Cc: Richard Lawrence
Subject: Re: CEO Letter ES1910AR

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Hello,
Could you possibly let me know whom I should be expecting to arrive on my doorstep on Saturday?
Also, I'd appreciate an update on the status of the smaller stained glass designs that you are supposed to be correcting.
Have they been manufactured yet? and if so, can you send me pictures please.

Thanks,
Sean Meacher

On 09/10/2014 15:42, Ken Lees wrote:

Yes Saturday 18th around lunch time.

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Many thanks

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From: Sean Meacher [mailto:sean@xxxxxxxxxxx]
Sent: 09 October 2014 14:39
To: Ken Lees
Cc: Richard Lawrence
Subject: RE: CEO Letter ES1910AR

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How about around lunchtime Saturday 18th Oct?

Sean

On Thu, 9 Oct 2014 13:35:12 +0000, Ken Lees <Ken.Lees@xxxxxxxxxxxxx> wrote:

Good afternoon Mr Meacher,

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Thanks you for your email.

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I do need to have a surveyor return to input into his laptop to obtain the correct designs. I know you have supplied us with the templates that you have drawn up, but we may need to tweak the sizes of the openings to accommodate the designs that you require. Once we have re surveyed I can get this into production and will chase them through production. We will fit around your schedule for this visit. Could you please give me with some dates for us to return.

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Kind regards

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From: Sean Meacher [mailto:sean@xxxxxxxxxxx]
Sent: 09 October 2014 10:58
To: Richard Lawrence
Cc: Ken Lees
Subject: RE: CEO Letter ES1910AR

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Hello Gentlemen,

I was just preparing an email to ask what was going on, so this is probably an opportune time for it.
I'd be happy to know:
* What has been completed?
* What is currently in progress?
* What is still to be done?
* What are the 'blockers', if any.

As then I can get on with scheduling my next few months.
Weekly updates would be great for me, as like we have here for our 'project sprints', even 'no progress' is at least an update.
I'm happy for you to sort it all out yourselves (without need to have a conference call), as long as someone keeps me updated and asks appropriate questions when required.

Thanks,

Sean Meacher

On Thu, 9 Oct 2014 09:11:40 +0000, Richard Lawrence <Richard.Lawrence@xxxxxxxxxxxxx> wrote:

Good Morning

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Having been offsite for the last week I have come back to find we have not really progressed matters in anyÂ substantial way. I would refer back to my previous emails and would encourage us all to have a conference call soÂ we may progress matters.

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Would you be agreeable toÂ this and if so when would be a good time to doÂ so?

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I look forward to hearing from you.

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Kind Regards,

Richard Lawrence
National Customer Relations Manager

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Address: Everest House, Sopers Road, Cuffley, EN6 4SG
Direct Dial:01707 877 022
Mobile: 07808365158
Fax: 01707 876 156

Email: richard.lawrence@xxxxxxxxxxxxx

Website: www.everest.co.uk

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Â

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Â

Â

This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.

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From: Sean Meacher [mailto:sean@xxxxxxxxxxx]
Sent: 26 September 2014 10:33
To: Richard Lawrence
Subject: RE: CEO Letter ES1910AR

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Thank you for the reply.

Sean Meacher

On Thu, 25 Sep 2014 12:46:56 +0000, Richard Lawrence <Richard.Lawrence@xxxxxxxxxxxxx> wrote:

Good Afternoon

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Thank you for your email, I am sorry for the delay in responding , I have been offsite for two days but back in tomorrow . I will discuss with Ken and revert back to you if that would be ok

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Kind Regards,

Richard Lawrence
National Customer Relations Manager

Â

Address: Everest House, Sopers Road, Cuffley, EN6 4SG
Direct Dial:01707 877 022
Mobile: 07808365158
Fax: 01707 876 156

Email: richard.lawrence@xxxxxxxxxxxxx

Website: www.everest.co.uk

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Â

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Â

This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.

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From: Sean Meacher [mailto:sean@xxxxxxxxxxx]
Sent: 24 September 2014 09:54
To: Richard Lawrence
Cc: Ken Lees
Subject: Re: CEO Letter ES1910AR

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Hello Gentlemen,

Apparently you're both back in your offices this week, so I'm hoping this is a good time to see where we are in all this.

After all, it has now officially been over a year since I first signed up with Everest and really it's no closer to completion than it was back in January.

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To reiterate, this is what I'd requested in my letter to your CEO:

a) Produce the correct designs to the given specifications, confirming with me what is to be manufactured.

b) Produce the rest of the windows (with the correct designs) so that I never have to come back and dealÂwith Everest ever again.

c) Because this whole debacle has been the internal fault of Everest, donât charge me more than theÂexisting/outstanding Â18,816 as a way to say sorry for all of this.

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So, now:
Mr Lees, as you have been the person dealing with part 'a', could you update us on what the status of the first 50% of the windows are?

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Mr Lawrence, in your email from 21st August, you replied:
"I am favouring option 1 in your letter and donât have an issue discounting the order as you have suggested."

Therefore, as you have agreed to complete the other 50% of the windows for my house (by "producing the rest of the windows" and "so that IÂnever have to come back and dealÂwith Everest ever again" as mentioned in parts 'b' and 'c') for "no more than the existing Â18,816", how do we make this happen?..
As far as I am concerned, asking you to produceÂall of the windows for installation at the same timeÂis a single orderÂfor the houseÂand always has been.

In the email I had from you (16th September),ÂI'm not sure where you came up with the amount of Â2082 from as that sounds like the deposit I've already paid.
This amount I long ago considered written off and also haveÂnever ever mentioned in any of my correspondence to you.

You also in that same email mentioned the finance agreement.Â

How do we go aboutÂadjustingÂthat so that I'm not stung by all this later? given that it has been so stressful dealing with Everest and taken so much of my time and energy over the past THIRTEEN MONTHS.

I'm perfectly happy for you to produce new documents and send them for me to sign.

To be clear, I've never ever asked for 'free' windows.
My requests have not changed since January, using the same words.

I've asked you to do 100% of the windows for my home for Â18,816,Âwhich you have agreed to do.

How you make that happen is not my problem.

This works out to a discount of around 50% from the initial survey price of around Â38,000.

As my engineering background has given me some understanding of how mass production works, or at least how itÂshould, this I would also consider a more realistic amount for the whole house.

I do hope that we can resolve this without me having to write to Mr Saunders again.
That would be a disappointment.

Regards,

Sean Meacher

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