29/08 CALLS

CNU250829151011

RNU250829039844

Surname : BOND-FOX

Mobile Number : 07488278902

Post Code : PL14 6EP

1st Line of Address : Westwinds, Common Moor, LISKEARD, PL14 6EP, GB

Email Address : mel.broad66@icloud.com

Model # : F4Y913WCTA1.ABWQPUK

Serial # : 406PNDW04930

DOP : 29/09/2024

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] Leakage in the door and drawer turning on and off by itself

Unit is plugged in directly to the wall outlet. Unit doesn't have an extension block. Unit is plugged with the dishwasher on the same wall outlet. Not tripping the electricity. Control panel doesn't have any visible damage and doesn't have water dipped on it. No error codes. Cleaned the dispenser drawer twice week. No signs of mould that is blocking the air vents. Dispenser drawer and the housing doesn't have any visible damage. Customer is not exceeding the max line of the softener and detergent. No signs of damage in the gasket. Cleaned and dried the door gasket every time they used the unit and opened the door slightly to not cause the moulds. No any damage on the door and lock mechanism. Unplugged and plug in. Issue persists.

No parking permit needed. Approved by Coach VRB. Customer is an elderly.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports washing machine broken down. Issues include malfunctioning program, leaking from the laundry drawer and door, and unit turning on and off by itself. [Product Symptom]

• Symptom: Washing machine not functioning; turns on and off intermittently, leaks from the laundry drawer and door.
• Timeline/Duration: Issues have been occurring for the last week; leaking happens every five washes, unit is two years old.
• Environment: Not Specified.
• Self-troubleshooting: Customer unplugged the unit multiple times to reset it.
• History: Purchased from AO.com on September 29, 2020. [Agent Solutions]

1. Verify Issue: Confirmed unit turns on and off by itself and has leakage issues.

2. Check Power Source: Confirmed washing machine is plugged directly into the wall outlet without an extension block.

3. Inspect for Damage: No visible damage on the control panel or door gasket reported.

4. Inquire About Error Codes: Customer confirmed no error codes displayed on the machine.

5. Discuss Cleaning Frequency: Customer cleans the dispenser drawer frequently, approximately twice a week.

6. Assess Leakage Source: Confirmed leakage occurs from the drawer and door intermittently.

7. Check for Mold: Customer reported no signs of mold in the machine.

8. Confirm Detergent Usage: Customer confirmed not exceeding the max line for detergent.

9. Discuss Door Gasket Maintenance: Customer cleans the door gasket after every wash.

10. Confirm Parking Availability: Customer confirmed ample parking available for technician visit.

[Final Resolution]

• Agent will coordinate with technical expert for further assistance and approval for service due to multiple issues reported. [Service Notes]
• Customer maintains cleanliness of the machine and performs regular maintenance. No significant damage reported. Ample parking available for technician visit. [Executive Summary] The customer contacted support regarding a malfunctioning washing machine, experiencing issues with intermittent power, leakage from the drawer and door, and failure to complete wash cycles. The agent verified the issues and conducted a series of troubleshooting steps, including checking the power source, inspecting for damage, and confirming cleaning habits. The customer reported no error codes and maintained the machine well. The agent will escalate the case to a technical expert for further evaluation and service approval. [AI Summary]

[Contact Reason]

• Customer's washing machine is broken down. Experiencing issues with the programmer, leakage from the laundry drawer, and the unit turning on and off by itself. [Product Symptom]

• Symptom: Washing machine not functioning; turns on and off by itself, does not complete cycles, leaks from the laundry drawer and door.
• Timeline/Duration: Issue has been occurring for the last week; intermittent leakage every five washes, now not functioning at all.
• Environment: Not Specified.
• Self-troubleshooting: Customer unplugged the machine multiple times to reset it.
• History: Machine is two years old, purchased from AO.com on September 29, 2020. [Agent Solutions]

1. Verify Issue: Confirmed the washing machine is turning on and off by itself and leaking.

2. Gather Information: Collected customer details including name, contact number, and email for account creation.

3. Confirm Serial Number: Customer provided the serial number for the washing machine.

4. Check Power Source: Confirmed the unit is plugged directly into the wall outlet without an extension block.

5. Inspect for Damage: Asked about visible damage on the control panel and door gasket; confirmed no visible damage.

6. Leakage Inquiry: Inquired about the frequency and location of the leakage; confirmed it leaks from the drawer and door intermittently.

7. Cleaning Routine: Asked about cleaning the dispenser drawer and gaskets; customer cleans them regularly.

8. Technical Coordination: Coordinated with technical support for further assistance and approval for repair.

9. Booking Approval: Received approval to book a technician for repair without needing a video of the issues.

[Final Resolution]

• Scheduled a technician visit for repair. Customer will receive a reference number via SMS after the call. Technician will contact the customer within two business days for the exact date of the visit. [Service Notes]
• Customer has been experiencing intermittent issues with the washing machine. No visible damage noted, and customer maintains a regular cleaning routine. [Executive Summary] The customer reported a malfunctioning washing machine, experiencing issues with the programmer, leakage, and erratic power behavior. The agent gathered necessary information and confirmed the machine's operational issues. After coordinating with technical support, the agent scheduled a technician visit for repair, with the customer to receive a reference number via SMS. The technician will contact the customer within two business days to confirm the visit date.

[Request] DONE BOOKING AND SMS

CNU250829151241

Surname : NASIM

Mobile Number : 07511199922

Post Code : WF17 7AZ

1st Line of Address : 10-11 Baptist Street, BATLEY, WF17 7AZ, GB

Email Address : Ifty555843@hotmail.com

Model # : GSGV80PYLL.APYQLGU

Serial # : 410TRXJDP442

DOP : 29/07/2025

Retailer : SONIC MEGASTORE

[Customer Issues] SONIC DIRECT FRIDGE FREEZER Not cold water

[Consultation contents] Retailer from sonic direct ring us to get some advice to customer's behalf about the water dispenser because the water is not cold enough. However, agent verified that if the unit is plumed in and if customer is dispensing the water continuously. the water that they will dispense will be not cold enough because the fridge still trying to process the cold for the water to be colder. Closing this case now. If customer will ring us back, please assists. THANK YOU.

[Request] DONE

Surname :

Mobile Number : 0858442916

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP : 06/2024

Retailer : HARVEY NORMAN

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing issues with washing machine filter. Filter button broke off, preventing filter removal and causing water leakage. [Product Symptom]

• Symptom: Filter button broke off with spring; unable to remove filter; water leaking from filter hole when using the machine.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Drained water from filter holes; attempted to remove filter.
• History: Purchased in June 2024; first contact regarding this issue. [Agent Solutions]

1. Inquiry on Filter Issue: Asked customer how the filter was turned (counter-clockwise).

2. Warranty Explanation: Informed customer that filter damage is not covered under warranty; repair would cost 125 pounds.

3. Alternative Suggestion: Suggested contacting retailer for potential assistance without charge.

4. Part Number Provision: Offered to provide part number for filter purchase.

5. Blockage Discussion: Discussed potential blockage preventing filter removal.

[Final Resolution]

• Customer advised to contact retailer for assistance. Part number for filter provided. Repair service not scheduled due to chargeable nature of repair. [Service Notes]
• N/A [Executive Summary] Customer reported a broken filter button on washing machine, preventing filter removal and causing water leakage. The agent explained that the filter damage is not covered under warranty and offered a chargeable repair option. The customer was advised to contact the retailer for further assistance and provided with the part number for the filter. No immediate repair service was scheduled.

[Request] DONE NO NEED TO DOCU

RNU250829039827

Surname : MILDEN

Mobile Number : 01822841391 / 07776144448

Post Code : PL20 7HH

1st Line of Address : Windrush Bere Alston YELVERTON, PL20 7HH, GB

Email Address : shaunmilden@gmail.com

Model # : F4V309WNW.ABWQPUK

Serial # : 101PNWK4C945

DOP : 27/04/2021

Retailer : HBH WOOLACOTTS

[Customer Issues] BANGING NOISE WASHER P2021-04-27101PNWK4C945

Pacifica come to the unit 2 weeks ago and the counter weights around the drum were loose. They tightened the counter weights but it's still not gone away. No error codes. Tried empty cycle. Unit is properly leveled. Unit has a proper spacing i the sides and at the back. No leakage. Cleaned the filter. Issue persists.

No parking permit needed. Recall Job. Approved by Tech JM. Extended Warranty: P2021-04-27101PNWK4C945

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about unresolved issue with washing machine noise. Previous contact made three to four days ago. Video of the noise uploaded but no follow-up received. [Product Symptom]

• Symptom: Washing machine making a banging noise.
• Timeline/Duration: Reported three to four days ago.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Video uploaded to the provided link, but no record found in the account. [Agent Solutions]

1. Account Check: Agent checked the customer's account for updates on the case.

2. Issue Identification: Agent identified that no video was received on the account due to a document upload issue.

3. Alternative Submission: Agent suggested resending the video via WhatsApp.

4. Confirmation of Submission: Customer confirmed sending the video to the WhatsApp number provided.

[Final Resolution]

• Customer to resend video via WhatsApp for further processing. Awaiting confirmation of receipt. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a banging noise from their washing machine, previously reported three to four days ago. The agent checked the account and found no record of the uploaded video due to a document upload issue. The agent suggested resending the video via WhatsApp, which the customer confirmed they had done. The next step involves awaiting confirmation of the video receipt for further action. [AI Summary]

[Contact Reason]

• Customer inquiring about unresolved issue with washing machine making a banging noise. Previous video sent for review, but no follow-up received. [Product Symptom]

• Symptom: Banging noise during operation, especially with load.
• Timeline/Duration: Issue reported three to four days ago; persistent since last repair two weeks ago.
• Environment: Not Specified.
• Self-troubleshooting: Customer attempted to upload video via SMS and WhatsApp.
• History: Previous repair attempted; counterweights tightened, but noise persists. [Agent Solutions]

1. Check Account: Agent verified customer account and noted no video received.

2. Document Upload Issue: Agent informed customer of ongoing issues with document uploads via SMS.

3. WhatsApp Coordination: Agent suggested resending video via WhatsApp; confirmed number for sending.

4. Video Upload Instructions: Provided step-by-step instructions for uploading video on WhatsApp.

5. Technical Expert Consultation: Agent consulted technical experts regarding the noise issue after customer played the video.

6. Booking Request: Agent initiated a booking for a technician to address the persistent noise issue.

[Final Resolution]

• Technician booking initiated for further inspection. Customer to receive confirmation via email. [Service Notes]
• Previous repair involved tightening counterweights. Noise persists under load. No error codes present. Unit properly leveled and no leakage reported. [Executive Summary] The customer contacted support regarding a persistent banging noise from the washing machine, which was reported three to four days prior. The agent confirmed no video was received and provided instructions for resending it via WhatsApp. After consulting technical experts, the agent initiated a technician booking to address the ongoing issue. The customer confirmed previous repairs and provided necessary details for the booking. Confirmation will be sent via email.

[Request] DONE BOOKING AND SMS

CNU250829152687

Surname : JANMOHAMED

Mobile Number : 07894264915 / 02087645586

Post Code : SW16 5SA

1st Line of Address : 30 Buckleigh Road, LONDON, SW16 5SA, GB

Email Address : mjanmohamed5@gmail.com

Model # : F4Y511GBLN1

Serial # : 506PNPD7K112

DOP : 27/08/2025 ORDERED 29/08/2025 DELIVERED

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] WASHER RECEIVED TODAY DOMETIC AND GENERAL

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquired about warranty registration for a newly purchased LG washing machine. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Model Number: Customer provided model number for verification.

2. Confirm Purchase Date: Customer confirmed purchase date as August 27, 2025.

3. Check Warranty Status: Agent confirmed the product qualifies for an extended warranty.

4. Explain Warranty Registration: Agent explained the need for manual registration for the five-year warranty.

5. Collect Customer Information: Agent collected customer’s surname, postcode, address, mobile number, and email for registration.

6. Verify Serial Number: Customer provided the serial number for the washing machine.

7. Register Warranty: Agent registered the washing machine for the five-year warranty.

8. Confirm Registration Details: Agent informed customer that the warranty certification will be sent via email within 10 to 14 weeks.

9. Provide Reference Number: Agent provided a reference number for the warranty registration.

10. Repair Contact Information: Agent confirmed that the same contact number can be used for any repair inquiries.

[Final Resolution]

• Warranty registered for five years. Certification to be sent via email within 10 to 14 weeks. Reference number provided for future reference. Customer can use the same contact number for repairs. [Service Notes]
• N/A [Executive Summary]
• Customer contacted support regarding warranty registration for a new LG washing machine. The agent verified the model and purchase date, confirming eligibility for a five-year warranty. The agent collected necessary customer information and registered the warranty, informing the customer of the certification timeline. A reference number was provided for future inquiries, and the customer was advised to use the same contact number for any repair needs.

[Request] DONE REGISTERING, SMS AND REQUESTING EMAIL

CNU250828149352

Surname : CARLY BUTTON

Mobile Number : 07868346140

Post Code : CV13 6HG

1st Line of Address : 3 Roseway, Stoke Golding, NUNEATON, CV13 6HG, GB

Email Address : carly.button@hotmail.co.uk

Model # : GSLD50DSXM.ADSQLGU

Serial # : 209TRXJ2M914

DOP : 11/12/2022

Retailer : ONE TIME OTHER ACCOUNT

[Customer Issues] FRIDGE NOISE SQUEKING

[Consultation contents] 29/8 B2C [APM] Tried ringing the customer phone no. unable to connect, left VM. Sent SMS. Please assist once they call back using this case. ATTN: £215 terms; Appliance Electronics as per OneView

[Customer] CARLY BUTTON | CV13 6HG | null | NUNEATON | 3 CV13 6HG [Appointment Preferences] 1st Choice : null (null) 2nd Choice : null (null) 3rd Choice : null (null) [Customer Comments] The fridge is making a high pitch noise for hours, it sounds like squeaking and seems to be coming from the fan at the back

[AI Summary]

[Contact Reason]

• Customer experiencing loud squeaking noise from LG fridge freezer. Inquiring about warranty status and repair options. [Product Symptom]

• Symptom: Loud, continuous squeaking noise, suspected to be from the fan.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased in 2022, warranty status questioned. [Agent Solutions]

1. Account Verification: Agent requested customer’s surname and postcode to check account details.

2. Warranty Status Check: Agent confirmed the standard warranty expired; unit out of warranty.

3. Explanation of Extended Warranty: Agent clarified the five-year warranty covers parts and labor, applicable for purchases made between 2024-2025.

4. Repair Cost Inquiry: Agent provided cost details for inspection (£105) and full repair (£215) for the American fridge freezer.

[Final Resolution]

• Customer to discuss options with partner and will call back for further assistance. [Service Notes]
• N/A [Executive Summary] Customer reported a loud squeaking noise from their LG fridge freezer and inquired about warranty and repair options. The agent verified the account and confirmed the standard warranty had expired, while explaining the terms of the five-year warranty. Repair costs were provided, including a call-out fee and full repair price. The customer plans to consult with their partner before deciding on the next steps.

[Request] DONE

Surname :

Mobile Number : 01913237250

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer : CURRYS

[Customer Issues] NO POWER Unplugged and plug in.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports fridge not working, specifically no power. [Product Symptom]

• Symptom: Fridge has no power.
• Timeline/Duration: Issue started this morning.
• Environment: Not Specified.
• Self-troubleshooting: Unplugged and re-plugged the unit; checked wall outlet functionality.
• History: Purchased approximately June to July 2017. [Agent Solutions]

1. Confirmed issue: Agent confirmed the fridge has no power.

2. Checked power source: Agent asked if the unit is plugged directly into the wall outlet.

3. Suggested troubleshooting: Agent recommended unplugging the unit and plugging it back in after a few minutes.

4. Inquired about purchase date: Agent asked for the purchase date to determine warranty status.

5. Explained repair limitations: Agent informed customer that repairs cannot be booked for units older than six years.

6. Provided service center information: Agent offered to provide contact information for authorized service centers.

[Final Resolution]

• Customer advised to contact authorized service center for further assistance. - No troubleshooting steps resolved the issue due to warranty limitations. [Service Notes]
• Customer's fridge is over six years old, affecting repair options. - Customer mentioned insurance provider involvement for potential coverage. [Executive Summary] Customer contacted support regarding a fridge that is not working, specifically reporting no power. The agent confirmed the issue and suggested basic troubleshooting steps, including checking the power source and unplugging the unit. The agent informed the customer that the fridge, purchased around June to July 2017, exceeds the six-year limit for repair bookings. The customer was advised to reach out to authorized service centers for further assistance. No immediate resolution was achieved during the call.

[Request] DONE NO NEED TO DOCU THE UNIT IS 2017

CNU250829153206

Surname : AHMED

Mobile Number : 07904128011

Post Code : BD9 4DT

1st Line of Address : 30 Park Drive, BRADFORD, BD9 4DT, GB

Email Address : calu187@hotmail.com

Model # : FDV909W.ABWQKUK / F1481TD5

Serial # : 207PNHN28145 / 110KWVQ8Q351

DOP : 10/08/2023

Retailer : SONIC MEGASTORE

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

[Contact Reason]

• Inquiry about repair for a washing machine under LG manufacturer warranty. [Product Symptom]

• Symptom: Washing machine has a faulty spring and rubber component.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased in 2020, has a 10-year warranty for the direct drive motor only. [Agent Solutions]

1. Verify Model Number: Customer provided model number, but agent could not confirm it in the system.

2. Explain Warranty Coverage: Agent clarified that the 10-year warranty covers only the direct drive motor, not labor or other parts.

3. Discuss Repair Costs: Agent informed customer that the chargeable repair cost is £175, which includes parts and labor.

4. Booking Process: Agent explained that payment is required to book the repair and that the engineer will contact the customer within two business days to schedule the visit.

[Final Resolution]

• Customer agreed to proceed with the repair. Payment will be processed, and the engineer will contact the customer for scheduling. [Service Notes]
• N/A [Executive Summary] The customer contacted regarding a faulty washing machine, seeking repair under warranty. The agent clarified that the warranty only covers the direct drive motor and that the repair would cost £175, including parts and labor. The customer agreed to proceed with the repair, and the agent informed that the engineer would contact the customer within two business days to schedule the visit. No additional service notes were necessary. [AI Summary]

[Contact Reason]

• Inquiry about repair for a washing machine under LG manufacturer warranty. [Product Symptom]

• Symptom: Washing machine has a faulty spring and rubber component.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased in 2020, has a 10-year warranty for the direct drive motor only. [Agent Solutions]

1. Verify Warranty: Explained that the washing machine is under a 10-year warranty for the direct drive motor only, not covering labor or other parts.

2. Repair Cost: Informed customer that the chargeable repair cost is £175, which includes parts and labor.

3. Booking Process: Explained that an engineer cannot be booked without payment and that the engineer will contact the customer within two business days to schedule the visit.

4. Payment Transfer: Noted that payment would need to be processed through a separate department after booking.

[Final Resolution]

• Customer to call back after consulting with their mother regarding the £175 repair fee to proceed with booking the repair. [Service Notes]
• N/A. [Executive Summary] The customer contacted regarding a faulty washing machine, inquiring about repair options under warranty. The agent clarified that the warranty covers only the direct drive motor and that the repair would cost £175, including parts and labor. The agent explained the booking process and that the engineer would contact the customer within two business days to schedule the repair. The customer plans to consult with their mother about the repair cost and will call back to proceed.

[Request] DONE

CNU250829153327

Surname : KETCHIN

Mobile Number : 07899803666

Post Code : CB1 3NR

1st Line of Address : 9 Montreal Square, CAMBRIDGE, CB1 3NR, GB

Email Address : lorelda.kitchin@yahoo.com

Model # : F4Y909WCTN4.ABWQPUK

Serial # : 312PNEB0L684

DOP : 03/07/2024

Retailer : DOMESTIC AND GENERAL SERVICES LTD

[Customer Issues] JUST TODAY

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing ongoing issues with washing machine. Requesting replacement due to inability to repair. [Product Symptom]

• Symptom: Washing machine switches off during cycle, repeatedly turning on and off.
• Timeline/Duration: Issue occurred after engineer visit today.
• Environment: Not Specified.
• Self-troubleshooting: Customer contacted engineer shortly after the visit.
• History: Multiple repair attempts; engineer indicated no further repairs possible. [Agent Solutions]

1. Check Account: Agent verified customer account details.

2. Review Repair History: Agent noted engineer's previous visit and attempts to repair.

3. Confirm Repair Status: Agent confirmed that the unit cannot be repaired further.

4. Coordinate with Repair Department: Agent escalated the case to the repair department for alternative resolution.

[Final Resolution]

• Case raised for alternative resolution pending review. Awaiting approval from specialists. [Service Notes]
• Customer expressed frustration with repair process and lack of communication. Previous repair attempts noted. [Executive Summary] The customer contacted support regarding persistent issues with their washing machine, which continues to malfunction after multiple repair attempts. The agent confirmed that the unit is deemed unrepairable and escalated the case for alternative resolution. The customer is awaiting further instructions from the repair department. The conversation highlighted the customer's dissatisfaction with the service and communication regarding the repairs. [AI Summary]

[Contact Reason]

• Customer experiencing ongoing issues with washing machine. Requesting replacement due to inability to repair. [Product Symptom]

• Symptom: Washing machine switches off mid-cycle, repeatedly turns on and off.
• Timeline/Duration: Issue occurred after the last engineer visit today.
• Environment: Not Specified.
• Self-troubleshooting: Customer contacted engineer shortly after the visit.
• History: Multiple repair attempts; engineer indicated all possible parts have been replaced. [Agent Solutions]

1. Check Repair History: Agent attempted to verify repair history but noted limited visibility on the account.

2. Confirm Engineer's Assessment: Agent confirmed that the engineer indicated the unit cannot be repaired further.

3. Raise Case for Alternative Resolution: Agent initiated a case for alternative resolution, pending review by specialists.

4. Inform Customer of Next Steps: Agent advised customer to expect an update within two to three business days.

[Final Resolution]

• Case raised for alternative resolution. Awaiting review and approval from specialists. Customer to receive update within two to three business days. [Service Notes]
• Customer expressed frustration with the repair process and previous communication issues. Multiple repair visits noted. [Executive Summary] The customer contacted support regarding persistent issues with their washing machine, which continues to malfunction after multiple repairs. The agent confirmed that the engineer deemed the unit irreparable and initiated a case for alternative resolution. The customer will receive an update within two to three business days regarding the next steps. The conversation highlighted the customer's dissatisfaction with the repair process and communication delays.

[Request] DONE RAISING TO LEVEL 2 FOR BER

CNU250829153777

Surname : OBRIEN

Mobile Number : 07517480293

Post Code : BT35 8UZ

1st Line of Address : 45 Chancellors Hall, NEWRY, BT35 8UZ, GB

Email Address : kevinob91@hotmail.com

Model # : F4V310SNE.ASSQWUK

Serial # : 206PWLUL3048

DOP : 01/10/2022

Retailer : CURRYS

[Customer Issues] WASHER FIRE HAZARD Yes No he said I phoned the engineer and he says. Uh They've ordered parts for all. I don't want to order parts of it. There was a risk of where the loom was damaged. I do not want to be gone. I do not want to be put in the washing machine on. Possibly can go on for here. You know when the family here.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing issues with washing machine. Requesting refund instead of repair due to safety concerns. [Product Symptom]

• Symptom: Washing machine has a damaged loom, posing a fire hazard. Customer does not want the unit repaired.
• Timeline/Duration: Issue reported after a recent breakdown; engineer visited two days ago.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Previous engineer visit noted; parts ordered for repair. [Agent Solutions]

1. Account Verification: Customer provided surname and address for account check.

2. Issue Coordination: Agent coordinated the issue with the repair department and manager.

3. Liability Case Explanation: Agent informed customer that the unit is under product liability case and cannot be repaired without further assessment.

4. Alternative Resolution Discussion: Agent mentioned that the case would be reviewed for alternative resolutions but emphasized the need for initial repair assessment.

[Final Resolution]

• Agent will escalate the case to management for review. Awaiting further instructions regarding alternative resolutions. [Service Notes]
• Customer expressed urgency for a washing machine due to incurred laundry costs. Previous repair attempts noted, with customer unwilling to proceed with repairs due to safety concerns. [Executive Summary] The customer contacted support regarding a washing machine with a damaged loom, expressing safety concerns and requesting a refund instead of repair. The agent verified the account and coordinated with the repair department, explaining that the unit is under a product liability case and cannot be repaired without further assessment. The agent will escalate the case to management for alternative resolutions. The customer emphasized the urgency of the situation due to incurred laundry costs and dissatisfaction with the repair process.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer inquiring about a washing machine issue and seeking resolution options. [Product Symptom]

• Symptom: Customer reported issues with the washing machine, including a broken component and dissatisfaction with its durability.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Customer expressed frustration over the washing machine breaking down after two years of use. [Agent Solutions]

1. Account Check: Agent verified the customer's account and confirmed a case had been raised for alternative resolutions.

2. Repair Status: Agent informed the customer that a repair case was booked and provided the option to cancel it.

3. Time Frame: Agent communicated that the response from specialists would take 2-3 business days.

4. Customer Decision: Customer opted to wait for updates before deciding on cancellation.

5. Manager Contact: Agent noted that the customer requested to speak with a manager regarding the repair.

[Final Resolution]

• Customer decided to wait for updates on the case. Agent will follow up once the specialists review the situation. No immediate troubleshooting steps taken. [Service Notes]
• Customer expressed a desire for a maintenance call from a manager. - Customer has raised concerns about the washing machine's reliability and potential refund options. [Executive Summary] The customer contacted support regarding issues with their washing machine, expressing dissatisfaction with its performance after two years. The agent confirmed that a case for alternative resolutions had been raised and provided a time frame of 2-3 business days for updates. The customer chose to wait for further information before deciding on cancellation and requested to speak with a manager. No troubleshooting steps were taken during the call, and the agent assured the customer that they would follow up once more information was available.

[Request] DONE AND RAISED TO LEVEL 2

CNU250829157206

Surname : KANE

Mobile Number : 07919657501

Post Code : BT31 9GD

1st Line of Address :41 Castlehill, CASTLEWELLAN, BT31 9GD, GB

Email Address : annekane72@gmail.com

Model # : F4J610WS.ABWQNUK

Serial # : 912PNSV2L694

DOP : 01/10/2020

Retailer : CUSTOM ELECTRONIC DESIGN LTD

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about the status of a washing machine repair. [Product Symptom]

• Symptom: Washing machine making loud noise, smoke coming from the drum.
• Timeline/Duration: Issue began on July 20; machine has been non-functional for approximately 29 days.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Technician visited approximately three weeks ago; parts ordered but not yet received. [Agent Solutions]

1. Check Account: Agent verified customer account and noted the issue with the washing machine.

2. Coordinate with Repair Department: Agent contacted repair department for updates on parts ordering.

3. Provide Contact Information: Agent provided customer with contact numbers for the service provider.

4. Clarify Contact Issues: Agent explained that the customer must contact the service provider directly.

5. Email Request: Agent offered to send an email to the repair department for an update on the repair status.

[Final Resolution]

• Agent will send an email to the repair department for an update. Customer will be contacted once a response is received regarding the repair status. [Service Notes]
• Customer has been without the washing machine for 29 days. - Customer expressed frustration over lack of communication and follow-up regarding the repair. [Executive Summary] The customer contacted support regarding a washing machine that has been non-functional for 29 days due to loud noises and smoke. The agent checked the account and coordinated with the repair department, confirming that parts are still being ordered. The agent provided contact numbers for the service provider but clarified that the customer must reach out directly. An email will be sent to the repair department for an update, and the customer will be informed once a response is received.

[AI Summary]

[Contact Reason]

• Customer inquiring about the status of a washing machine repair. [Product Symptom]

• Symptom: Washing machine making loud noise, smoke coming from the drum.
• Timeline/Duration: Issue began on July 20; machine has been non-functional for approximately 29 days.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Technician visited approximately three weeks ago; parts ordered but not yet received. [Agent Solutions]

1. Check Account: Agent verified customer account and noted the issue with the washing machine.

2. Coordinate with Repair Department: Agent contacted repair department for updates on parts ordering.

3. Provide Contact Information: Agent provided customer with contact numbers for the service provider.

4. Clarify Contact Issues: Agent explained that the customer must contact the service provider directly.

5. Email Request: Agent offered to send an email to the repair department for an update on the repair status.

[Final Resolution]

• Agent will send an email to the repair department for an update. Customer will be contacted once a response is received regarding the repair status. [Service Notes]
• Customer has been without the washing machine for 29 days. - Customer expressed frustration over lack of communication and follow-up regarding the repair. [Executive Summary] The customer contacted support regarding a washing machine that has been non-functional for 29 days due to loud noises and smoke. The agent checked the account and coordinated with the repair department, confirming that parts are still being ordered. The agent provided contact numbers for the service provider but clarified that the customer must reach out directly. An email will be sent to the repair department for an update, and the customer will be informed once a response is received.

[Request] DONE REQUESTED TO SEND EMAIL TO ASC

CNU250829154132

Surname : SWIFT

Mobile Number : 0860621500

Post Code : X42 DP98

1st Line of Address : CARRIGEEN, NEWTOWN, KILMACTHOMAS WATERFORD, X42 DP98, IE

Email Address : swifty808@gmail.com

Model # : F4V310WSE.ABWQPUK

Serial # : 107PNLP5V630

DOP : 15/10/2021

Retailer : Closed HARVEY NORMAN CORK (STORE)

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Ongoing issue with LG washing machine. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Account Verification: Requested service number and surname for account verification.

2. Address Confirmation: Asked for postcode and address to check account details.

3. Documentation: Noted the need to consult the resolutions team for further assistance.

[Final Resolution]

• Repair service scheduled; awaiting response from resolutions team. [Service Notes]
• N/A [Executive Summary] The customer contacted LG customer service regarding an ongoing issue with their washing machine. The agent verified the account by requesting the service number and address details. The agent documented the case and indicated that they would consult the resolutions team for further assistance. A repair service has been scheduled, and the customer is awaiting a response.

[AI Summary]

[Contact Reason]

• Ongoing issue with LG washing machine. Customer inquiring about service status and repair. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Account Verification: Requested service number and surname for account verification.

2. Service Status Check: Informed customer that the resolutions team would be consulted regarding the repair status.

3. Transfer Request: Offered to transfer the customer to the resolutions team for further assistance.

[Final Resolution]

• Transfer to resolutions team for further assistance with repair status. [Service Notes]
• Customer has prior communication with service engineer regarding repair status. Customer has documentation indicating service cancellation and direct uplift. [Executive Summary] The customer contacted LG customer service regarding an ongoing issue with their washing machine and requested information about the repair status. The agent verified the account and informed the customer that the resolutions team would be consulted for further details. The customer expressed frustration about previous communications and provided documentation regarding the service status. The agent offered to transfer the customer to the resolutions team for more assistance.

[Request] DONE TRANSFERRED TO RESO

Surname :

Mobile Number : 07547621302

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDGE

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquired about a faulty LG freezer compressor. Previous call disconnected while discussing the issue. [Product Symptom]

• Symptom: Freezer not cooling; confirmed by multiple engineers that the compressor is faulty.
• Timeline/Duration: Not Specified.
• Environment: Currently located in the Caribbean.
• Self-troubleshooting: Not Specified.
• History: Previous inspections by three different engineers confirming compressor fault. [Agent Solutions]

1. Verification of Location: Confirmed the unit is in the Caribbean.

2. Explanation of Parts Availability: Informed customer that compressor parts cannot be provided directly due to location.

3. Suggested Next Steps: Advised customer to have the local engineer purchase the compressor part and submit proof of purchase for reimbursement.

4. Provided Authorized Service Center Information: Shared contact details for two authorized service centers in the Caribbean for purchasing the compressor.

[Final Resolution]

• Customer to coordinate with local engineer for compressor purchase. Will submit proof of purchase for reimbursement. Provided contact information for authorized service centers. [Service Notes]
• Customer has previously received reports from engineers. Important to follow up with local service centers for part procurement. [Executive Summary] The customer contacted support regarding a faulty LG freezer compressor, confirmed by multiple engineers. The agent verified the unit's location in the Caribbean and explained that parts cannot be shipped directly. The customer was advised to have the local engineer purchase the compressor and submit proof of purchase for reimbursement. Contact information for authorized service centers was provided to assist the customer in procuring the necessary part.

[AI Summary]

[Contact Reason]

• Customer inquiring about purchasing a compressor part for cooling unit. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verification: Confirmed the part in question is the compressor.

2. Coordination: Agent coordinated with support and repair department regarding the availability of the compressor part.

3. Explanation: Informed customer that internal parts can only be purchased by engineers and not directly available to customers.

4. Recommendation: Suggested customer coordinate with local engineers for purchasing the compressor part.

5. Purchase Options: Advised customer to check with local retailers or previous purchase locations (e.g., Costco) for ordering the part.

[Final Resolution]

• Customer advised to contact local engineers for part purchase. Suggested checking with previous retailers for availability. [Service Notes]
• N/A [Executive Summary] The customer contacted support to inquire about purchasing a compressor part for a cooling unit. The agent verified the part and coordinated with the support team but explained that internal parts can only be purchased by engineers. The customer was advised to reach out to local engineers for assistance and to check with previous retailers for ordering options. No troubleshooting steps were taken as the inquiry was non-technical. [Request] DONE NO NEED TO DOCU PROVIDE THE ASC NUMBERS

CNU250829154608

Surname : PATEL

Mobile Number : 07946246868

Post Code : HA4 8RQ

1st Line of Address : 41 Acacia Avenue, RUISLIP, HA4 8RQ, GB

Email Address : an5uya@hotmail.com

Model # : GSVV80PYLL.APYQLGU

Serial # : 504TRRC7B014

DOP : 17/07/2025

Retailer : LG ELECTRONICS UK LTD

[Customer Issues] 8000539512

[Consultation contents] NOTES: Order number: 8000539512 [AI Summary]

[Contact Reason]

• Inquiry about compensation documentation following a previous email regarding settlement. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Initial Inquiry: Agent asked if the customer had contacted the LG shop department regarding the compensation.

2. Email Confirmation: Agent confirmed the customer received an email on August 16 regarding a £100 settlement and the timeline for documentation.

3. Coordination: Agent coordinated with the LG shop department for further assistance.

4. Order Number Verification: Agent requested the order number for verification purposes before transferring the call.

[Final Resolution]

• Agent to transfer the customer to the LG shop department for further assistance regarding compensation documentation. [Service Notes]
• N/A [Executive Summary] The customer contacted LG customer service to inquire about compensation documentation related to a previous settlement email. The agent confirmed the customer received an email on August 16 stating a £100 settlement would be processed within five to seven working days. The agent coordinated with the LG shop department and requested the order number for verification before transferring the call. The next step involves transferring the customer to the appropriate department for further assistance.

[AI Summary]

[Contact Reason]

• Inquiry about compensation documentation following a previous email regarding a settlement. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Initial Inquiry: Agent asked if the customer had spoken to the LG shop department regarding the compensation.

2. Email Confirmation: Customer confirmed receiving an email on August 16 about a £100 settlement and the expected timeline for documentation.

3. Coordination: Agent coordinated with the LG shop department for further assistance.

4. Order Number Verification: Agent requested the order number for verification purposes before transferring the call.

5. Transfer Attempt: Agent attempted to connect the customer to the LG shop department for further assistance.

[Final Resolution]

• Agent to transfer the customer to the LG shop department for further assistance regarding compensation documentation. [Service Notes]
• N/A [Executive Summary] The customer contacted LG customer service to inquire about compensation documentation following a previous email regarding a £100 settlement. The agent confirmed the customer's previous email and coordinated with the LG shop department for further assistance. The agent requested the order number for verification before transferring the call. The next step involves transferring the customer to the LG shop department for resolution.

[Request] DONE TRANSFERRED TO OBS

Surname :

Mobile Number : 01227767576

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] INSTALLED PLUMED IN

[Consultation contents] OVF - DOD

No longer needed

[AI Summary]

[Contact Reason]

• Customer inquiring about an issue with a newly delivered LG fridge freezer. Requesting information on service call procedures and potential installation issues. [Product Symptom]

• Symptom: Water not dispensing from the plumbed-in fridge freezer.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Not Specified. [Agent Solutions]

1. Verification: Confirmed customer is a retailer from Stelasons.

2. Issue Identification: Inquired about the fault; customer reported no water dispensing from the unit.

3. Suggested Troubleshooting: Advised checking for an airlock in the water supply line.

4. Instructions for Fix: Instructed to remove the bottom part of the unit to access the pipes and clear any airlock.

5. Follow-up Procedure: Informed customer to call the same number for service if the issue persists after troubleshooting.

[Final Resolution]

• Customer to attempt troubleshooting for airlock. If unresolved, will call back for service appointment. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a newly delivered LG fridge freezer that is not dispensing water. The agent confirmed the issue and suggested checking for an airlock in the water supply line. Instructions were provided for clearing the airlock. The customer will attempt the troubleshooting and will call back if the issue is not resolved. No additional service notes were necessary.

[Request] DONE

CNU250829155243 RNU250829039786

Surname : OKONJI

Mobile Number : 0876223693

Post Code : D09 YA32

1st Line of Address : APARTMENT 8, GLENAVON COURT GRIFFITH AVENUE, DUBLIN 9, D09 YA32, IE

Email Address : noelle_okonji@yahoo.co.uk

Model # : FWY696WWLN1.ABWQPUK

Serial # : 402PNMH2D099

DOP : 24/08/2024

Retailer : CURRYS

[Customer Issues] NOEL CURRYS Clothes smells moudly after the wash SUDS COMING OUT AT THE BACK OF THE UNIT.

Saturday Friday the 5 and monday 08

Customer done tub clean. Change the detergent. Customer used a washer cleaners. Customer is drying the gasket and leaving the door slightly open. Cleaned the dispenser tray. Cleaned gasket. Cleaned the pump filter. No signs of moulds in the gasket and dispenser drawer. Outlet hose doesn't have any extension length. No error codes. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing issues with washing machine; water and foam leaking from the back, clothes not washing properly, and moldy smell after washing. [Product Symptom]

• Symptom: Water and foam leaking from the back of the washing machine; clothes not washing properly; moldy smell from clothes after washing.
• Timeline/Duration: Issues started in December; ongoing since then, with intermittent problems.
• Environment: Not Specified.
• Self-troubleshooting: Customer performed top clean, tried different detergents, and cleaned gasket and drawer.
• History: Purchased last July, moved in December; previous service visit in January for dryer issues. [Agent Solutions]

1. Issue Confirmation: Confirmed customer reported water and foam leaking from the back and clothes not washing properly.

2. Technical Consultation: Consulted technical experts regarding the issue; advised that detergent used might be causing the problem.

3. Repair Scheduling: Informed customer that basic troubleshooting steps must be completed before scheduling a technician visit.

4. Customer Feedback: Customer expressed dissatisfaction with the requirement for additional troubleshooting and requested a technician visit despite previous efforts.

[Final Resolution]

• Customer requested a technician visit; agent noted that troubleshooting steps must be completed first. Customer unwilling to perform additional cleaning. Agent to seek approval for technician visit. [Service Notes]
• Customer has been proactive in cleaning and maintaining the washing machine. Previous service visit noted for dryer issues. Customer expressed frustration with the need for excessive maintenance. [Executive Summary] The customer contacted support regarding a washing machine issue involving water and foam leaking from the back, improper washing, and a moldy smell from clothes. The agent confirmed the symptoms and consulted technical experts, who suggested that the detergent might be the cause. The agent explained that basic troubleshooting steps must be completed before scheduling a technician visit, which the customer found unsatisfactory. The customer has already performed several cleaning tasks and is unwilling to do more. The agent will seek approval for a technician visit despite the customer's reluctance to perform additional troubleshooting.

[AI Summary]

[Contact Reason]

• Customer experiencing issues with washing machine; requesting repair service. [Product Symptom]

• Symptom: Water and foam leaking from the back of the unit; clothes not washing properly; moldy smell on clothes after washing.
• Timeline/Duration: Issues started in December; ongoing for several months.
• Environment: Not Specified.
• Self-troubleshooting: Attempted top clean, used different detergents, cleaned gasket and dispenser, left door open for ventilation.
• History: Purchased in July; moved in December; previous service visit in January for dryer issues. [Agent Solutions]

1. Issue Clarification: Confirmed symptoms of water leaking and clothes not washing properly.

2. Technical Consultation: Consulted technical experts regarding the symptoms.

3. Troubleshooting Steps: Advised customer to perform top clean and check detergent usage.

4. Repair Scheduling: Discussed booking a technician visit; noted customer’s warranty status.

5. Customer Feedback: Documented customer’s frustration with ongoing issues and previous cleaning efforts.

6. Email Confirmation: Collected customer’s email for booking confirmation.

[Final Resolution]

• Scheduled technician visit; customer requested specific dates for availability; noted warranty coverage. [Service Notes]
• Customer has been proactive in cleaning and maintaining the machine; previous technician visits noted; customer prefers Saturday appointments due to work schedule. [Executive Summary] The customer contacted support regarding ongoing issues with their washing machine, including water leakage and ineffective washing, leading to a moldy smell on clothes. The agent confirmed the symptoms and consulted technical experts, advising the customer to perform a top clean and check detergent usage. The customer expressed frustration over the need for excessive maintenance and requested a technician visit, which was scheduled with consideration for the customer's availability. The agent documented the customer's proactive maintenance efforts and noted the warranty status for future reference.

[Request] DONE BOOKING AND SMS

Surname : BEBBINGTON

Mobile Number : 07963772524 /

Post Code : EX17 3LR

1st Line of Address : LUCIAN

Email Address : ralph8@hotmail.co.uk

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] ED FROM CURRYS

[Consultation contents] [AI Summary]

[Contact Reason]

• Inquiry about customer account status and registration. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Mobile Number: Customer provided mobile number for account verification.

2. Check Account Status: Agent confirmed no account found in the system with the provided mobile number.

3. Request Serial Number: Agent requested the customer’s serial number for further assistance.

4. Request Email Address: Customer provided email address for account search.

5. Check Email in System: Agent confirmed no account found with the provided email address.

6. Request Customer Name: Agent asked for the surname to search for the account.

7. Check Surname in System: Agent found multiple entries for the surname and requested additional information.

8. Request Post Code: Agent asked for the customer’s post code to narrow down the search.

9. Check Post Code in System: Agent confirmed no account found with the provided post code.

10. Suggest Serial Number: Agent advised obtaining the serial number for further assistance.

[Final Resolution]

• Customer advised to obtain the serial number for account verification. No troubleshooting steps taken due to lack of account information. [Service Notes]
• N/A [Executive Summary]
• Customer contacted support to inquire about account status and registration. The agent attempted to verify the account using the mobile number, email address, surname, and post code but found no matching records. The agent suggested obtaining the serial number for further assistance. No troubleshooting steps were taken due to insufficient account information.

[Request] DONE RETAILER WILL RING US BACK

CNU250829155709

Surname : PERI

Mobile Number : 07764481133

Post Code : RG12 2PL

1st Line of Address : Carvoeiro, Goughs Lane, BRACKNELL, RG12 2PL, GB

Email Address : rupini.buddhan@gmail.com

Model # : F2Y508WBLN1.ABWQPUK

Serial # : 403PNQE15124

DOP : 19/09/2024

Retailer : DO

[Customer Issues] WASHER NOT DRAINING

No error codes.

[Consultation contents] Note: Customer did empty cycle speed 14 she will ring us back to provide if there's an error code because the unit is not draining. If customer ring u back, please assists. Thank you.

[AI Summary]

[Contact Reason]

• Customer reports washing machine not draining. [Product Symptom]

• Symptom: Washing machine not draining; no legible error code displayed, only an unclear symbol.
• Timeline/Duration: Issue started occurring in the last few days.
• Environment: Not Specified.
• Self-troubleshooting: Customer attempted to clean the filter but cannot access it due to water overflow.
• History: Not Specified. [Agent Solutions]

1. Check for error code: Inquired if any error code was displayed; customer reported an unclear symbol.

2. Suggest cleaning filter: Recommended cleaning the pump filter; customer unable to access due to water.

3. Inquire about empty cycle: Suggested running an empty cycle without clothes; customer had not tried this.

4. Recommend speed 14 setting: Advised customer to use speed 14 setting for a short cycle to check for error codes.

5. Discuss tub clean option: Explained the importance of using the tub clean option regularly for maintenance.

[Final Resolution]

• Customer to try running an empty cycle with speed 14 setting. If issue persists, customer will call back. Account created for future reference. [Service Notes]
• Customer unable to access the filter due to water overflow. [Executive Summary] Customer contacted support regarding a washing machine that is not draining. The agent performed troubleshooting steps including checking for error codes and suggesting an empty cycle. The customer was advised to use the speed 14 setting to check for any error codes. An account was created for the customer for future reference. The next step is for the customer to attempt the suggested cycle and call back if the issue persists.

[AI Summary]

[Contact Reason]

• Customer reports washing machine not draining. [Product Symptom]

• Symptom: Washing machine not draining; unclear error code displayed.
• Timeline/Duration: Issue started in the last few days; previously drained during spin cycle but now not draining at all.
• Environment: Not Specified.
• Self-troubleshooting: Customer attempted to clean the filter but unable to due to water overflow.
• History: Not Specified. [Agent Solutions]

1. Check for error code: Inquired if any error code was displayed; customer reported an unclear symbol.

2. Suggest cleaning filter: Recommended cleaning the pump filter; customer unable to access due to water.

3. Recommend empty cycle: Suggested running an empty cycle using speed 14 setting; customer had not tried this.

4. Advise tub clean option: Explained the importance of using the tub clean option regularly for maintenance.

5. Create customer account: Offered to create an account for future reference; collected customer details for account setup.

6. Provide reference number: Generated a reference number for the call; instructed customer to call back if issue persists.

[Final Resolution]

• Customer to try running an empty cycle with speed 14. If issue persists, customer advised to call back. Reference number provided for future inquiries. [Service Notes]
• Customer unable to access the filter due to water overflow. [Executive Summary] The customer contacted support regarding a washing machine that is not draining. The agent inquired about error codes and suggested troubleshooting steps, including running an empty cycle and cleaning the filter. The customer was unable to clean the filter due to water overflow. An account was created for the customer, and a reference number was provided for future follow-up. The customer was advised to call back if the issue persists after trying the suggested steps.

[Request] DONE

CNU250829155842

Surname : WISDOM

Mobile Number : 07770645834 / 01227767576

Post Code : CT5 1NX

1st Line of Address : 31 Ham Shades Lane, WHITSTABLE, CT5 1NX, GB

Email Address : paulwisdom1@outlook.com

Model # : GSXE90EVAD.AEVQLGU

Serial # : 408TRDPCA418

DOP : 19/07/2025

Retailer : STELLISON

[Customer Issues] PLUMED IN

https://www.youtube.com/watch?v=v717fdagVbQ

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports no water or ice dispensing from the American fridge freezer. [Product Symptom]

• Symptom: No water or ice coming from the fridge freezer despite checking the water supply.
• Timeline/Duration: Unit installed today; issue reported immediately after installation.
• Environment: Not Specified.
• Self-troubleshooting: Customer attempted to dispense water continuously for 2-5 minutes; installation team checked for air lock.
• History: Unit just delivered and installed today; invoice dated today. [Agent Solutions]

1. Verify Account: Confirmed customer account details and serial number.

2. Check Installation: Confirmed unit is plumbed into mains water supply.

3. Inquire Dispensing Attempts: Asked if customer tried dispensing water continuously; confirmed attempts were made.

4. Discuss Air Lock: Suggested checking for air lock in the water line; confirmed installation team checked.

5. Verify Ice Maker Function: Inquired if ice maker was receiving water; confirmed it was not.

6. Provide Troubleshooting Steps: Offered basic troubleshooting steps for air lock removal; agreed to send a link via SMS.

[Final Resolution]

• Agent will send troubleshooting steps and air lock removal link via SMS to the customer. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding an American fridge freezer that is not dispensing water or ice. The unit was just installed today, and the customer reported the issue immediately. The agent verified account details and confirmed the unit is connected to mains water. Troubleshooting steps were discussed, including checking for air locks, and the agent agreed to send relevant information via SMS to the customer for further assistance.

[AI Summary]

[Contact Reason]

• Customer reports slow water dispensing from the refrigerator's water dispenser. [Product Symptom]

• Symptom: Water dispenser produces a trickle of water, taking several minutes to fill a small glass.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Recently installed; filter changed every six months. [Agent Solutions]

1. Initial Inquiry: Confirmed that a small amount of water is dispensing.

2. Water Supply Check: Asked if the water tap is fully open; customer confirmed it is.

3. Filter Maintenance Reminder: Informed customer to change the filter every six months.

4. Tube Inspection: Inquired about the tubes at the bottom of the doors; customer confirmed they were not removed during installation.

5. Dispensing Test: Advised customer to dispense water for 30 seconds and wait for 1 minute before trying again.

6. Motor Function Check: Confirmed that the motor is running based on customer feedback.

7. Technical Consultation: Coordinated with technical experts regarding the slow dispensing issue.

8. Filter Installation Inquiry: Asked how the filter was installed; customer confirmed it was done per the instruction manual.

9. Filter Position Clarification: Requested information on the filter's location; customer could not provide details.

10. Customer Contact Offer: Offered to contact the customer directly for further clarification on the installation.

[Final Resolution]

• Agent will contact the customer for further details on the filter installation and assist with warranty registration. [Service Notes]
• Customer expressed difficulty in registering the five-year warranty for the product. [Executive Summary] The customer reported a slow water dispensing issue from the refrigerator. The agent confirmed the symptom and provided troubleshooting steps, including checking the water supply and filter installation. After consulting technical experts, the agent determined that the filter might be incorrectly installed, affecting water flow. The agent will contact the customer for further clarification on the filter installation and assist with warranty registration. [Request] DONE SENDING THE SMS FOR INSTRUCTION OF THIS UNIT