RE: Further letter

Good Morning

Thank you for your response and further clarification. I have noted the contents and added my notations below in red for clarity.

I finish tomorrow for Christmas break.

Have a good Christmas.

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: 17 December 2014 11:13
To: Richard Lawrence
Subject: RE: Further letter

Richard,

I received your letter in the post.

For point 1, yes that's great and I look forward to seeing the pictures.
I'll send a google spreadsheet link later which will show you what I'm expecting
(columns for unit number, status, link for photo, acceptance, etc)

For point 2, I do have to say I'm still quite disappointed. It did come across very much in the vein of "this is what we're giving you so do what you're told" - as if you've grabbed not just the wrong end of the stick, but a completely different stick altogether.
Much like I'd never asked for "free windows", neither have I ever actually asked for "compensation".

1/ Thank you I look forward to receiving your spreadsheet which I will share with the branch.

2/ This was not the intention and if it came across that way I apologise. It is however our position.

If each order from you is immutable and cannot be amended or changed, then that's fine. As long as you clearly tell me that.

If the only *discount* you're willing to give me for that order is refunding my deposit, even after the months and months of difficulties of quite frankly ineptitude from Everest, then obviously I'd have to accept that.

This has been covered previously and the offer is clear.

This is what I mean about asking questions, to ensure we're talking about the same thing.

For me, it's never been about compensation, I've never asked for that.
"Compensation" in my mind would only apply if you'd already installed the wrong units.

For me, it's about having a complete set of MATCHING windows for my house, because, as I've said on numerous times, I'm certainly not coming back to you again.
This has been my home for 40+ years. I'm not prepared to have it left looking "patchy".
Wouldn't you want the same for your home?..

If that requires an additional order, then that's what you should be suggesting, as that I'm perfectly happy with accepting.

The remaining windows have not been formalised in a contract as far as I am aware, Mr Rushmere may have the measurements and may be able to cost them out but a new contract will need to be signed.

What I'm not able to accept, is to me, you leaving the job half done.

If you're not willing to do 100% of the windows for 50% of the price, then what discount are you willing to give me for the rest of the windows that your man John Rushmere came and measured up?..
This covers the living room, porch, upstairs lavatory and patio doors.
20% off would be acceptable. 50% off would be appropriate.

I will need to take advice on this matter I have no remit over pricing but will refer to those who do and come back to you. This will be in the New Year now.

Given this has now been 16 months instead of "11 weeks", understand that I'm only able to accept them all - 100% of the windows for the house - manufactured, delivered and installed at one time.

If that really needs to be another (appropriately discounted) order, then that's perfectly fine with me. I'm happy to do that.
I would imagine that can fit quite easily into your business model.
If we can just make it one finance agreement to cover the two orders then we can both be happy.

I will discuss this aspect with the branch .

It will need to be a further order.

I will speak to the fiancÃ team about this.

Is all of that that clear enough for you?
What questions do you have for me?..

To reiterate:

I've never asked for 'free' windows.

I've never asked for 'compensation'.

I've asked for a full set of windows with an appropriate discount.

Is this something you can make happen? or do I need to speak to someone else?..

Regards,

Sean Meacher

On Tue, 9 Dec 2014 13:59:06 +0000, Richard Lawrence <Richard.Lawrence@xxxxxxxxxxxxx> wrote:

Good Afternoon

Thank you for your response, I hope so to.

I am clear on your requests thank you

I will be in touch shortly

Kind Regards,

Richard Lawrence
National Customer Relations Manager

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: 09 December 2014 13:44
To: Richard Lawrence
Subject: Re: Further letter

Hello Richard,

I do hope we can manage more effective communications and that you people will be able to provide appropriate status updates without me having to request them.

After all, asking questions is not a failure, but essential for any successful transaction.

Are you clear on what I've been asking for from Everest since January?...

Regards,
Sean Meacher

On 08/12/2014 10:30, Richard Lawrence wrote:

Good Morning Mr Meacher

I have passed a further letter that you have sent into our CEO Roy Saunders. I am extremely sorry that you have had cause to write in again. I have been asked to take ownership and resolve matters.

Once I have discussed with all concerned I will be in touch. I hope to get a formal response to you by Friday this week.

I remain available to discuss any matters you wish to .

Kind Regards,

Richard Lawrence
National Customer Relations Manager

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.