Action List / Case #182

Fw: Service Due

Customer Katie Jarvis-Grove has chased three times for a confirmed engineer arrival time for Job 63261 (Travers Lodge, LN13 0HG). The appointment is scheduled for 2026-04-08 (tomorrow). Supplier contact (Esther) returned an automatic OOO reply at 2026-04-07 12:32:19 and has not responded to subsequent chases (email #56948 received 2026-04-07 16:15:07). Customer is frustrated and needs an arrival time or a clear alternative before the appointment window; without action there is a high risk of a missed appointment, customer dissatisfaction, and commercial/reputational impact.

Open·Critical·Unassigned·Waiting on: supplier·Review: Wed 08 Apr 22:13·Rec: Waiting
Recommendation
Recommendation - WAITING
Confidence: 0.85%
  • Immediate operational escalation and customer communication: 1) Assign an owner (operations coordinator) right away to call the supplier by phone and escalate to the supplier's manager if Esther is unreachable;
  • attempt contact now and document call attempts on the job.
  • 2) Require supplier to confirm a firm engineer ETA for Job 63261 within 4 hours of this action.
  • 3) If supplier cannot confirm within 4 hours, proactively offer the customer two options by email/phone: (a) reschedule to the next convenient date, or (b) send an alternative Haigh-approved engineer or third‑party supplier (confirm cost/availability).
  • 4) Tell the customer within 1 hour that we are actively escalating, give the 4‑hour confirmation deadline, and list the fallback options.

Reason: Supplier has produced an automated OOO reply and not responded to repeated customer chases; the appointment is imminent (tomorrow) so delay risks a missed attendance and escalated customer complaint. The recommended course preserves customer trust by giving clear timelines and backup options while keeping operational control (escalation, alternative resourcing).

Related Context
Company 1Email 4Invoice 8Job 8Quote 4Site 1
CompanySYNCHROTEAM

Travers Lodge (B1215)

Exact customer contactEmail match

Seen on emails: 56948

76Open
JobSYNCHROTEAM

Job 63261

Travers Lodge (B1215)

customer context matched, job contact email matched sender

Seen on emails: 56948

70Open
EmailMAILCOW

Automatic reply: Service Due

2026-04-07 12:32:19

Deep review conversation sweep: shared participants: k8ktj@hotmail.com; same conversation subject; message reply/reference match

Seen on emails: 56948

62Open
JobSYNCHROTEAM

Job 20106

Travers Lodge (B1215) · Travers Lodge

customer context matched

Seen on emails: 56948

56Open
JobSYNCHROTEAM

Job 33349

Travers Lodge (B1215) · Travers Lodge

customer context matched

Seen on emails: 56948

56Open
JobSYNCHROTEAM

Job 49335

Travers Lodge (B1215) · Travers Lodge

Deep review operational sweep by customer/site

Seen on emails: 56948

56Open
JobSYNCHROTEAM

Job 49609

Travers Lodge (B1215) · Travers Lodge

Deep review operational sweep by customer/site

Seen on emails: 56948

56Open
JobSYNCHROTEAM

Job 62293

Travers Lodge (B1215) · Travers Lodge

Deep review operational sweep by customer/site

Seen on emails: 56948

56Open
JobSYNCHROTEAM

Job 63142

Travers Lodge (B1215) · Travers Lodge

Deep review operational sweep by customer/site

Seen on emails: 56948

56Open
JobSYNCHROTEAM

Job 70226

Travers Lodge (B1215) · Travers Lodge

Deep review operational sweep by customer/site

Seen on emails: 56948

56Open
QuoteSYNCHROTEAM

Quote 1754

Travers Lodge (B1215) · sent

inferred from sender-linked customer/site context

Seen on emails: 56948

52Open
QuoteSYNCHROTEAM

Quote 7357

Travers Lodge (B1215) · accepted

inferred from sender-linked customer/site context

Seen on emails: 56948

52Open
QuoteSYNCHROTEAM

Quote 9139

Travers Lodge (B1215) · sent

inferred from sender-linked customer/site context

Seen on emails: 56948

52Open
InvoiceSYNCHROTEAM

Invoice 13252

Travers Lodge (B1215) · paid

inferred from sender-linked customer/site context

Seen on emails: 56948

50Open
InvoiceSYNCHROTEAM

Invoice 13660

Travers Lodge (B1215) · paid

inferred from sender-linked customer/site context

Seen on emails: 56948

50Open
InvoiceSYNCHROTEAM

Invoice 20171

Travers Lodge (B1215) · paid

inferred from sender-linked customer/site context

Seen on emails: 56948

50Open
InvoiceSYNCHROTEAM

Invoice 27143

Travers Lodge (B1215) · paid

inferred from sender-linked customer/site context

Seen on emails: 56948

50Open
InvoiceSYNCHROTEAM

Invoice 33082

Travers Lodge (B1215) · sent

inferred from sender-linked customer/site context

Seen on emails: 56948

50Open
InvoiceSYNCHROTEAM

Invoice 33232

Travers Lodge (B1215) · sent

inferred from sender-linked customer/site context

Seen on emails: 56948

50Open
InvoiceSYNCHROTEAM

Invoice 363

Travers Lodge (B1215) · paid

inferred from sender-linked customer/site context

Seen on emails: 56948

50Open
InvoiceSYNCHROTEAM

Invoice 9734527

Travers Lodge (B1215) · draft

inferred from sender-linked customer/site context

Seen on emails: 56948

50Open
EmailMAILCOW

Re: Service Due

2026-04-07 12:32:13

Deep review conversation sweep: shared participants: k8ktj@hotmail.com; same conversation subject

Seen on emails: 56948

42Open
SiteSYNCHROTEAM

2884821

site inferred from related invoice context

Seen on emails: 56948

42Open
QuoteSYNCHROTEAM

Quote 9498130

Travers Lodge (B1215) · draft

Deep review operational sweep by customer/site

Seen on emails: 56948

32Open
EmailMAILCOW

Re: Service Due

2026-04-01 14:27:20

Recent related email from same sender/subject context

Seen on emails: 56948

26Open
EmailMAILCOW

Re: Service Due

2026-04-01 14:20:53

Recent related email from same sender/subject context

Seen on emails: 56948

26Open
Linked Emails

Fw: Service Due

Katie Jarvis-Grove <k8ktj@hotmail.com> · 2026-04-07 17:15

Could someone please reply if you want access tomorrow? Ive asked three times now what time to expect your engineer at Travers Lodge, LN13 0HG. As the appointment is TOMORROW I hoped someone would have had the courtesy to reply and now on mu final chase all I get is Esther's out of office. Thanks Katie Sent from Outlook for Android<https://aka.ms/AAb9ysg> ________________________________ Esther Sisson <esthers@hec.co.uk> Tuesday, April 7, 2026 1:32:26 pm Katie Jarvis-Grove <k8ktj@hotmai

View Email
Timeline
22:13–Recommendation Updated→Recommendation updated to waiting.
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22:13–Assessment Run→Action Case assessment completed.
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22:13–Recommendation Updated→Recommendation updated to waiting.
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22:13–Assessment Run→Action Case assessment completed.
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22:10–Recommendation Updated→Recommendation updated to open.
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22:10–Assessment Run→Action Case assessment completed.
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22:08–Recommendation Updated→Recommendation updated to waiting.
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22:08–Assessment Run→Action Case assessment completed.
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22:04–Recommendation Updated→Recommendation updated to waiting.
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22:04–Assessment Run→Action Case assessment completed.
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22:02–Recommendation Updated→Recommendation updated to waiting.
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22:02–Assessment Run→Action Case assessment completed.
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22:00–Recommendation Updated→Recommendation updated to waiting.
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22:00–Assessment Run→Action Case assessment completed.
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21:59–Recommendation Updated→Recommendation updated to waiting.
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21:59–Assessment Run→Action Case assessment completed.
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21:55–Recommendation Updated→Recommendation updated to waiting.
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21:55–Assessment Run→Action Case assessment completed.
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21:02–Recommendation Updated→Recommendation updated to open.
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21:02–Assessment Run→Action Case assessment completed.
System
20:57–Email Linked→Linked email #56948.
System
20:57–Created→Action Case created from email #56948.
System
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Quick Controls

Status

Priority

Context
Opened
2026-04-07 20:57
Action type
supplier_issue
Source
email #56948
Created from email
56948
Last activity
2026-04-07 17:15
Closed
Open
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