04/09 CALLS

Surname : HALLEY

Mobile Number : 07538480726

Post Code : LU1 1LN

1st Line of Address : 53 Lyndhurst Road, LUTON, LU1 1LN, GB

Email Address : motonjh@gmail.com

Model # : F2A509GBLN1.AMBQPUK

Serial # : 408PNBM35149

DOP : 15/02/2025

Retailer :

[Customer Issues]

[Consultation contents]

[Request] DONE DROPPED THE CALL AGENT CANNOT HEAR THE CUSTOMER

CNU250904204240

Surname : SHAW

Mobile Number : 07541219968

Post Code : DY9 0XF

1st Line of Address : 1 Dorchester Road, STOURBRIDGE, DY9 0XF, GB

Email Address : alex.shaw.94@hotmail.co.uk

Model # : FWV796STSE.ASSQPUK

Serial # : 012PNGX3A367

DOP : 27/02/2021

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] collect the washer dryer collect the spare parts refund for the full unit

[Consultation contents] Note: Customer ring us to collect the unit and spare parts. Customer also wants to have the full refund for the unit.

[AI Summary]

[Contact Reason]

• Customer requesting assistance with the collection of spare parts and a refund for a washer dryer deemed economically unviable to repair. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Customer Information: Agent requested surname and postcode for address verification.

2. Coordinate with Repair Department: Agent coordinated the request to the repair department for further action.

3. Update on Coordination: Agent informed customer that the repair department will coordinate with the servicer for next steps regarding the unit.

[Final Resolution]

• Agent coordinated the case to the repair department. Awaiting further updates from the servicer regarding collection and refund processes. [Service Notes]
• Customer has spare parts at home for three weeks. - Customer has been waiting for a collection to be organized for another week. - Two parallel tasks: collection of spare parts and refund request for the appliance. [Executive Summary] The customer contacted support to request the collection of spare parts and a refund for a washer dryer that was deemed economically unviable to repair. The agent verified the customer's information and coordinated the request with the repair department. The agent informed the customer that the repair department would follow up with the servicer for the next steps. The customer has been waiting for the collection and refund processes to be organized.

[AI Summary]

[Contact Reason]

• Customer requesting assistance with the collection of spare parts and a washer dryer unit, as well as a refund for the appliance. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Customer Information: Agent requested surname and postcode for verification.

2. Coordinate with Repair Department: Agent coordinated the request with the repair department for further action.

3. Clarify Collection Needs: Agent confirmed the need for collection of both the washer dryer unit and spare parts.

4. Discuss Refund Process: Agent noted that the refund request for the washer dryer is under review and paperwork has been submitted.

5. Raise Case for Support: Agent indicated the need to raise the case to the appropriate department for collection and refund coordination.

6. Provide Case Number: Agent offered to send the case number via SMS for future reference.

[Final Resolution]

• Agent will coordinate with support for collection and refund. Customer to receive case number via SMS. Follow-up recommended if no updates in two business days. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding the collection of a washer dryer unit and spare parts, along with a refund request for the appliance. The agent verified customer information and coordinated with the repair department. The agent clarified the need for both the unit and spare parts to be collected and confirmed that the refund request is under review. The agent will raise the case with the appropriate department and provide the customer with a case number via SMS. Follow-up is advised if no updates are received within two business days.

[Request] WILL COORDINATE TO SUPPORT

Surname :

Mobile Number :

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] RUS CURRYS FRIDGE DOOR IS DAMAGED EXCHANGE

[Consultation contents] [AI Summary]

[Contact Reason]

• Inquiry about damaged doors for an LG fridge. Customer seeking parts swap service. [Product Symptom]
• Symptom: Doors of the fridge arrived damaged despite pristine boxing. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: End of line product, no replacement available. [Agent Solutions]

1. Coordination: Agent coordinated with support regarding the request for parts.

2. Information Provided: Support confirmed only a part number could be provided; specific door part not available.

[Final Resolution]

• Unable to provide specific door part; only part number available. Customer acknowledged the information. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding damaged doors for an end-of-line LG fridge. The agent coordinated with support but was informed that only a part number could be provided, and the specific door part was not available. The customer accepted this information, and no further actions were taken.

[Request] DONE NO NEED TO DOCU JUST TALKING TO THE RETAILER

CNU250903197333

Surname : WISDOM

Mobile Number : 07770645834

Post Code : CT5 1NX

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

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about a follow-up call regarding an engineer call-out that was expected but not received. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verification: Verified customer's surname and postcode for service record.

2. Coordination: Coordinated with technical experts regarding the customer's case and video submission.

3. Status Update: Informed customer that the case is under review by technical experts and that a follow-up call will be made once there is an update.

[Final Resolution]

• Agent will call back within the day with an update on the case. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a missed follow-up call about an engineer visit. The agent verified the customer's details and coordinated with technical experts, confirming that the case is still under review. The agent assured the customer that they would receive a call back within the day with further information. No troubleshooting steps were taken as the inquiry was non-technical.

[Request] WILL RING THE CUSTOMER TODAY ONCE GET THE ANSWER

CNU250904205269

Surname : JAROSLAW KUBASIAK

Mobile Number : 0899523692 / 0873916479

Post Code : P72 CT99

1st Line of Address :8 INIS FÁIL CURRYCLOGH BANDON CORK, IE ,P72 CT99

Email Address : jar.ku67@gmail.com

Model # :

Serial # : 009PNLP02328

DOP :

Retailer :

[Customer Issues] WASHER SHOCK ABSORBER CLICKING NOISE UE

No parking permit needed. Extended Warranty: P2020-11-21009PNLP02328

Customer is washing cotton fabrics and mixed fabrics. Unit is properly leveled. Issue persists.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reporting a fault with washing machine. Requesting service for repair. [Product Symptom]

• Symptom: Fault with shock absorbers; noise during spin cycle; UE error code indicating unbalanced load.
• Timeline/Duration: Recently started happening again; previous repair in February of this year.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Previous repair for similar issue earlier this year. [Agent Solutions]

1. Issue Identification: Confirmed the issue relates to shock absorbers and noise during operation.

2. Error Code Verification: Identified UE error code indicating unbalanced load.

3. Noise Description: Inquired about the nature of the noise; confirmed clicking noise during spin cycle.

4. Video Request: Asked customer if a short video of the noise could be provided for further assessment.

5. Service Request: Customer expressed desire for a technician to come for repair.

[Final Resolution]

• Service request initiated for technician visit. Customer willing to provide video of the noise if needed. [Service Notes]
• Previous repair history noted; similar issue with shock absorbers. [Executive Summary] The customer contacted support to report a recurring fault with their washing machine, specifically related to the shock absorbers and a clicking noise during the spin cycle, accompanied by a UE error code. The agent confirmed the issue and requested a video of the noise for further assessment. A service request for a technician visit was initiated, and the customer agreed to provide additional evidence if necessary. The previous repair for a similar issue was noted for technician reference.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer reporting a fault with washing machine shock absorbers. Previous fault occurred earlier this year. [Product Symptom]

• Symptom: Clicking noise during spin cycle, UE error code indicating unbalanced load.
• Timeline/Duration: Recently started happening again.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Previous repair in February of this year. [Agent Solutions]

1. Issue Identification: Confirmed the issue relates to shock absorbers and UE error code.

2. Customer Verification: Collected customer name and address for service record.

3. Error Code Explanation: Explained UE error code and its implications.

4. Video Request: Requested a short video of the clicking noise for validation.

5. Email Verification: Collected customer email for sending video link.

6. Purchase Information: Inquired about the purchase location; customer unable to provide details.

7. Clothing Type Inquiry: Asked about types of clothes washed; customer indicated a variety, mainly cotton.

8. Settings Inquiry: Inquired about wash settings; customer unsure but mentioned daily wash.

9. Leveling Check: Confirmed the unit is level and functioning normally.

10. Video Instructions: Provided instructions for recording the clicking noise video during an empty cycle.

1

1. Booking Process: Explained the process for booking a technician after receiving video evidence.

2. Parking Information: Confirmed no parking permit needed for technician visit.

3. Contact Number Confirmation: Verified customer’s active contact numbers for follow-up.

[Final Resolution]

• Customer to send a video of the clicking noise for technician review. Booking for service will proceed once video is received. Reference number to be provided after booking. [Service Notes]
• N/A [Executive Summary] The customer reported a fault with the washing machine's shock absorbers, experiencing a clicking noise and a UE error code indicating an unbalanced load. The agent confirmed the issue and collected necessary customer information, including email for video submission. Instructions were provided for recording the noise during an empty cycle. The customer will send the video for technician review, and a service booking will be made afterward. No parking permit is required for the technician's visit.

[Request] WILL SEND SMS FOR DOCU UPLOAD NEEDS POP.SN, PHOTO OF UE ERROR AND VIDEO OF THE CLICKING NOISE

CNU250904205677

Surname : CHURCHILL

Mobile Number : 07481273340

Post Code : LE13 1TN

1st Line of Address : 9 Mortimer Road, MELTON MOWBRAY, LE13 1TN, GB

Email Address : leannechurchill7@gmail.com

Model # : F6V1110BTSA.ABLQPUK

Serial # :304PNSV2K262

DOP : 02/09/2023

Retailer : CURRYS

[Customer Issues] REPAIR LAST MONDAY

[Consultation contents] [AI Summary]

[Contact Reason]

• Inquiry about washing machine repair status and parts ordering. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Check Repair Status: Agent checked the status of the repair request and confirmed it was not ordered.

2. Coordinate with Repair Department: Agent coordinated with the repair department regarding the engineer's report.

3. Review Engineer's Findings: Agent informed customer that the engineer reported a hole in the drum.

4. Discuss Repair Options: Agent explained that the drum repair is chargeable since it is not covered by warranty.

5. Verify Warranty Status: Agent checked warranty status and confirmed the unit was purchased on September 2, 2023, and is out of standard warranty.

6. Discuss Extended Warranty: Agent confirmed that if the unit is registered for an extended warranty, labor would be covered, but the drum replacement would cost £125.

7. Provide Next Steps: Agent advised customer to contact the retailer for care plan coordination and to provide proof of purchase and serial number for warranty verification.

[Final Resolution]

• Customer advised to call back after checking warranty details. Repair options discussed, including chargeable drum replacement and free labor if covered by extended warranty. [Service Notes]
• Customer has a care plan with the retailer. Unit purchased on September 2, 2023. [Executive Summary] The customer contacted regarding the status of a washing machine repair and parts ordering. The agent confirmed that the repair request was not ordered and coordinated with the repair department. The engineer reported a hole in the drum, which is chargeable since the unit is out of standard warranty. The agent discussed the possibility of an extended warranty covering labor costs but confirmed a £125 charge for the drum replacement. The customer was advised to check with the retailer regarding the care plan and to provide necessary documentation for warranty verification.

[AI Summary]

[Contact Reason]

• Inquiry about washing machine repair status and parts order. [Product Symptom]
• Symptom: Engineer reported a hole in the drum during the last visit. - Timeline/Duration: Last engineer visit on Monday; inquiry made the following morning. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Unit purchased on September 2, 2023; warranty status discussed. [Agent Solutions]

1. Check Repair Status: Agent confirmed the engineer's report was attached to the account.

2. Discuss Warranty: Agent explained that the drum issue is not covered under standard warranty.

3. Provide Repair Cost: Agent quoted £125 for drum replacement; labor covered under warranty if extended warranty is registered.

4. Verify Extended Warranty: Agent confirmed eligibility for labor coverage under extended warranty.

5. Advise Next Steps: Suggested customer contact the retailer for care plan coordination and provide proof of purchase and serial number.

[Final Resolution]

• Customer to call back after checking care plan options. Repair service details provided. [Service Notes]
• Customer has an extended warranty inquiry. Proof of purchase and serial number required for warranty verification. [Executive Summary] The customer contacted regarding the status of a washing machine repair after an engineer's visit reported a hole in the drum. The agent confirmed the engineer's report and explained that the drum replacement would cost £125, with labor covered under an extended warranty. The customer was advised to check with the retailer regarding the care plan and to provide necessary documentation for warranty verification. The customer plans to call back after further consideration.

[Request]

CNU250904206154

Surname : MCDONAGH

Mobile Number : 0872459624

Post Code : D06 HT38

1st Line of Address : 45 SAINT KEVIN'S PARK DUBLIN 6 DUBLIN 6, IE, D06 HT38

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER Gasket replacement

[Consultation contents] Note: Agent verified that the c [AI Summary]

[Contact Reason]

• Customer inquiring about the status of a repair for a washing machine. Reported an issue and uploaded a photo but has not received any follow-up. [Product Symptom]
• Symptom: Tear on the washing machine gasket. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Unit purchased in June of the current year, still under warranty. [Agent Solutions]

1. Case Verification: Verified customer’s postcode and case number.

2. Repair Charge Explanation: Informed customer that the gasket tear is chargeable and not covered by warranty.

3. Warranty Confirmation: Confirmed that the unit is still under warranty and offered a repair cost of 125 pounds for gasket replacement.

4. Documentation Preparation: Noted the details for documentation regarding the repair.

[Final Resolution]

• Customer agreed to the 125 pounds charge for gasket replacement. Documentation for repair to be prepared. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a repair for a washing machine with a tear in the gasket. The agent verified the case details and explained that the gasket repair would incur a charge, as it is not covered by warranty. However, since the unit is still under warranty, the agent offered a repair cost of 125 pounds, which the customer accepted. Documentation for the repair will be prepared.

[AI Summary]

[Contact Reason]

• Customer inquired about the status of a repair request for a washing machine. [Product Symptom]
• Symptom: Tear on the gasket of the washing machine. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Unit purchased in June of the current year, still under warranty. [Agent Solutions]

1. Verify Case Number: Confirmed the case number and customer details.

2. Explain Repair Charges: Informed customer that gasket replacement is chargeable as it is not covered by warranty.

3. Offer Repair Cost: Offered a replacement cost of 125 pounds for the gasket since the unit is still under warranty.

4. Confirm Parking Details: Checked if a parking permit is needed for the technician, confirmed free parking.

5. Coordinate Repair: Attempted to coordinate with an authorized service center in Ireland for the repair.

6. Provide Service Center Information: Informed customer that they need to contact the service center directly for the gasket replacement.

[Final Resolution]

• Customer advised to contact the authorized service center in Ireland for gasket replacement. Provided service center contact information via SMS. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a repair request for a washing machine with a torn gasket. The agent confirmed the case details and explained that the gasket replacement would incur a charge of 125 pounds, despite the unit being under warranty. The agent coordinated with an authorized service center in Ireland but informed the customer that they would need to contact the center directly for the repair. The service center's contact information was sent to the customer via SMS for further assistance.

[Request]

CNU250904206642

Surname : NEGIB

Mobile Number : 07877889354

Post Code : BD15 7RT

1st Line of Address : 53 Oaks Lane, Allerton, BRADFORD, YORKSHIRE, BD15 7RT, GB

Email Address :

Model # : F2Y509WBLN1

Serial # : 502PNDWCZ482

DOP : 05/08/2025

Retailer : SONIC DIRECT

[Customer Issues] REGISTERING WARRANTY

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer contacted for assistance with registering a washing machine for a five-year guarantee. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Model Number: Customer provided model number S2Y509.

2. Confirm Purchase Date: Customer stated purchase was approximately three weeks ago.

3. Identify Purchase Source: Customer confirmed purchase from Sonic Direct.

4. Request Receipt: Agent requested receipt for verification; customer indicated difficulty in locating it.

5. Verify Serial Number: Customer provided serial number 502PNDW482; agent confirmed it.

6. Register Guarantee: Agent registered the washing machine for the five-year guarantee.

7. Discuss Certificate Delivery: Agent informed customer that the certificate would be sent via post, taking 10 to 14 weeks.

8. Confirm Registration: Agent confirmed registration and offered to send an SMS confirmation.

[Final Resolution]

• Washing machine registered for five-year guarantee. Certificate to be sent via post. SMS confirmation to be sent after the call. [Service Notes]
• N/A [Executive Summary] The customer contacted support to register a washing machine for a five-year guarantee. The agent verified the model number, purchase date, and serial number, successfully registering the unit. The customer was informed that the guarantee certificate would be sent via post, taking 10 to 14 weeks for delivery. An SMS confirmation of the registration will be sent after the call.se

[AI Summary]

[Contact Reason]

• Customer contacted for assistance with registering a washing machine for a five-year guarantee. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Model Number: Customer provided model number S2Y509.

2. Confirm Purchase Date: Customer stated purchase was approximately three weeks ago.

3. Identify Purchase Location: Customer confirmed purchase from Sonic Direct.

4. Request Receipt: Agent asked for receipt to verify purchase.

5. Verify Serial Number: Customer provided serial number 502PNDW482 for verification.

6. Create Account: Agent proceeded to create an account for warranty registration.

7. Collect Customer Information: Agent collected surname, mobile number, postcode, and address for registration.

8. Discuss Email Communication: Agent asked if customer was open to receiving emails regarding goods and services; customer declined.

9. Discuss Satisfaction Surveys: Agent inquired about receiving satisfaction surveys; customer declined.

10. Document Registration: Agent documented the purchase date and warranty registration details.

[Final Resolution]

• Warranty registration initiated. Customer opted for certificate to be sent via post. No troubleshooting steps taken as the inquiry was related to registration. [Service Notes]
• N/A [Executive Summary] The customer contacted support to register a washing machine for a five-year guarantee. The agent verified the model number, purchase date, and location, and collected necessary customer information for registration. The customer declined email communication and satisfaction surveys. The warranty registration was initiated, with the certificate to be sent via post. No technical issues were reported, and no troubleshooting steps were necessary.

[Request] DONE REGISTERING, SMS AND TASKS

CNU250904207119

Surname : LANE

Mobile Number : 07593608984

Post Code : TQ13 7HL

1st Line of Address : 3 BUCKLAND HALL, BUCKLAND IN THE MOOR

Email Address : rupesman@gmail.com

Model # : GBB72MCUFN.AMCQLGU

Serial # : 102WRZQKM077

DOP : 28/02/2023

Retailer : SPARK WORLD

[Customer Issues] 2 AND A HALF FRIDGE 02/2023

No error codes. Customer display is not working so we cannot tell what's the temperature. No foods that is blocking the air vents. Unit is not overloaded. Door still closing properly. Gasket doesn't have any visible damage. Unit is on the kitchen. Unit has a proper spacing in the dies and at the back. Customer cant hear the compressor. Issue persists.

No parking permit needed.

[Consultation contents]

[AI Summary]

[Contact Reason]

• Customer reports LG fridge freezer stopped working. Suspected compressor failure. [Product Symptom]

• Symptom: Both fridge and freezer not cooling. Customer can hear a fan, but compressor not functioning. Display panel not working. Alarm cannot be turned off.
• Timeline/Duration: Not Specified.
• Environment: Located in the kitchen, free-standing with two-inch space around it.
• Self-troubleshooting: Not Specified.
• History: Purchased in February 2020. Warranty status unclear; customer believes compressor has a 10-year warranty. [Agent Solutions]

1. Verify Purchase Date: Confirmed purchase date as February 2020.

2. Check Warranty Status: Informed customer that warranty has expired on their end.

3. Gather Product Information: Collected details about the fridge's cooling issues and display panel failure.

4. Assess Temperature Settings: Customer reported approximate temperatures of fridge (7-8°C) and freezer (-18°C).

5. Inspect for Overloading: Confirmed fridge not overloaded and airflow is adequate.

6. Check Door Functionality: Verified that doors close properly and no visible damage to the gasket.

7. Evaluate Compressor Status: Customer indicated compressor is cold to the touch and not functioning.

8. Inquire About Parking Permit: Confirmed no parking permit needed for technician visit.

9. Check for Extended Warranty: Customer confirmed no extended warranty or care plan.

[Final Resolution]

• Next steps include scheduling a technician visit to assess and repair the compressor issue. [Service Notes]
• N/A [Executive Summary] Customer contacted regarding a non-functional LG fridge freezer, suspecting compressor failure. The agent verified the purchase date and warranty status, confirming the warranty has expired. The customer reported both the fridge and freezer are not cooling, with a non-functional display panel. Several troubleshooting steps were taken, including assessing temperature settings and door functionality. The agent scheduled a technician visit to address the compressor issue.

[AI Summary]

[Contact Reason]

• Customer reports LG fridge freezer stopped working. Suspected compressor failure. [Product Symptom]

• Symptom: Fridge and freezer not cooling. Customer hears fan but compressor not functioning. Display panel not working. Alarm cannot be turned off.
• Timeline/Duration: Not Specified.
• Environment: Kitchen, free-standing with two-inch space around.
• Self-troubleshooting: Not Specified.
• History: Purchased in February 2020. Warranty status discussed; compressor has a 10-year warranty. [Agent Solutions]

1. Verify Purchase Date: Confirmed purchase date as February 2020.

2. Check Warranty Status: Informed customer that warranty expired; compressor has a 10-year warranty.

3. Gather Product Details: Asked about cooling issues, confirmed both fridge and freezer not cooling.

4. Check for Error Codes: Confirmed no error codes due to display failure.

5. Inquire About Temperature: Customer estimated fridge at 7-8°C and freezer at -18°C, but display not working.

6. Assess Overloading: Customer confirmed fridge not overloaded, adequate airflow.

7. Inspect Door Functionality: Customer confirmed doors closing properly, no visible damage to gaskets.

8. Discuss Repair Options: Explained chargeable repair process and potential costs.

9. Provide Repair Quote: Quoted £176 for repair, including parts and labor.

10. Clarify Warranty Coverage: Explained partial refund for compressor only if it is the only faulty part.

[Final Resolution]

• Customer will call back to proceed with chargeable repair. Agent noted no parking permit needed for technician visit. [Service Notes]
• N/A [Executive Summary] Customer contacted regarding a malfunctioning LG fridge freezer, suspected compressor failure. The agent verified the purchase date and warranty status, confirming the compressor is under a 10-year warranty. The customer reported both the fridge and freezer are not cooling, with a non-functional display. A repair quote of £176 was provided, covering parts and labor, with clarification on warranty coverage for the compressor. The customer will call back to proceed with the repair.

[Request] DONE CUSTOMER WILL RING US BACK AND DONE TASK

CNU250904207418

Surname : MURRAY

Mobile Number : 01978820623 / 07533160800 / 07929482166

Post Code : LL14 3AT

1st Line of Address : Avalon Plas Kynaston Lane, WREXHAM, LL14 3AT, GB

Email Address : andreamurray115@gmail.com

Model # : F4V309WNW.ABWQPUK

Serial # :201PNBM4C429

DOP : 02/07/2022

Retailer : DISCOUNT DOMESTICS (REFRIDGERATION NORWEST)

[Customer Issues] WASHER

[Consultation contents] Note: Customer ring us to get an update about the [AI Summary]

[Contact Reason]

• Customer experiencing issues with LG washing machine. Follow-up on repair service not received as promised. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Repair Status: Checked the system for repair booking details.

2. Confirm SMS Sent: Informed customer that an SMS was sent regarding the repair.

3. Resend SMS: Offered to resend the SMS with repair details to the customer.

4. Confirm Contact Information: Collected updated mobile number for communication.

5. Inform on Engineer Contact: Explained that the engineer would contact the customer within two business days for scheduling.

[Final Resolution]

• SMS with repair details to be resent. Engineer to contact within two business days. [Service Notes]
• N/A [Executive Summary]
• Customer contacted support regarding an LG washing machine repair that was not followed up as promised. The agent verified the repair status and confirmed that an SMS was sent, which the customer did not receive. The agent offered to resend the SMS and collected updated contact information. The engineer is expected to reach out within two business days to schedule the visit.

[AI Summary]

[Contact Reason]

• Customer experiencing issues with LG washing machine. Follow-up on repair service not received as promised. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Repair Status: Checked the repair status and confirmed it was booked as a priority job.

2. Resend SMS: Attempted to resend SMS with repair details to the customer.

3. Confirm Contact Information: Collected updated mobile number and alternative contact number for the customer.

4. Provide Reference Number: Provided the customer with the reference number for the repair service.

5. Offer Additional Contact Options: Offered to send repair details via email and provided contact numbers for the service center.

[Final Resolution]

• SMS with repair details sent. Customer requested email confirmation. Agent confirmed repair service scheduled, and customer provided additional contact information. [Service Notes]
• Customer has not received SMS notifications regarding the repair service. Alternative contact number provided for better communication. [Executive Summary] The customer contacted support regarding an LG washing machine repair that was not followed up as promised. The agent verified the repair status, confirmed it was booked as a priority, and attempted to resend the SMS with details. The customer provided updated contact information, including an alternative number. The agent also offered to send the information via email. The SMS was sent successfully, and the customer requested email confirmation for future communication.

[Request] DONE AND TASK

CNU250904207749

Surname : WAHEED

Mobile Number : 07837088738

Post Code : WF12 0AW

1st Line of Address : 5 Parker Road WF12 0AW DEWSBURY, WF12 0AW, GB

Email Address : s.b.waheed@gmail.com

Model # : GSQV90PZAE.APZQLGU

Serial # : 301TRRC0N422

DOP : 20/05/2023

Retailer : SONIC MEGASTORE

[Customer Issues] Customer rung us for follow up

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about a follow-up call from the resolution team after a previous conversation. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Check Case Status: Agent confirmed the customer's previous contact with the resolution team and checked the case details.

2. Request for Information: Agent requested the customer's surname and postal code for verification.

3. Coordination with Resolution Team: Agent informed the customer that they would coordinate with the resolution team to check on the follow-up.

[Final Resolution]

• Agent to coordinate with the resolution team for follow-up. No immediate troubleshooting steps taken. [Service Notes]
• N/A [Executive Summary] The customer contacted LG customer service regarding a lack of follow-up from the resolution team after a previous conversation. The agent checked the case status and requested the customer's surname and postal code for verification. The agent will coordinate with the resolution team to ensure the customer receives the necessary follow-up. No troubleshooting steps were performed during this interaction.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer inquiring about the status of a case with the resolution team regarding a fridge issue. No callback received as expected. [Product Symptom]
• Symptom: Error sign appeared on the fridge again. Customer reports running two fridges. - Timeline/Duration: Ongoing issue for approximately eight weeks. Error sign reappeared yesterday. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Case raised to the resolution team on September 1st. Previous communication with the resolution team confirmed information sent to the engineer. [Agent Solutions]

1. Check Case Status: Agent checked the status of the case with the resolution team.

2. Inform Customer: Agent informed the customer that the case is still under review by LG specialists and that an update is expected within three to five working days.

3. Acknowledge Delay: Agent acknowledged the customer's frustration regarding the delay and confirmed that the resolution team is still waiting for a response from the LG specialists.

4. Coordinate Follow-Up: Agent offered to coordinate with the resolution team to chase for an update on the case.

[Final Resolution]

• Agent will follow up with the resolution team to expedite the update from LG specialists. Customer advised to expect an email by tomorrow or Monday. [Service Notes]
• Customer has been waiting for an extended period for a resolution. Previous communication indicated a timeframe of three to four working days, which has not been met. Customer expressed urgency for a solution. [Executive Summary] The customer contacted support regarding a delay in receiving updates about a fridge issue, which has persisted for eight weeks. The agent checked the case status and informed the customer that the resolution team is awaiting a response from LG specialists, with an expected update in three to five working days. The agent acknowledged the customer's frustration and coordinated a follow-up with the resolution team to expedite the process. The customer was advised to expect an email by tomorrow or Monday.

[Request] DONE AND TASK

Surname :

Mobile Number : 07853902013

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP : 22/08/2025

Retailer : CURRYS

[Customer Issues] WASHER Installed on 28/08/2025

No error codes.

CURRYS 522 NUMBER PAD TO CONNECT THE CUSTOMER IF IT WAS PURCHASED ON STORE

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing drainage issue with newly purchased washing machine. Requesting assistance for repair service. [Product Symptom]

• Symptom: Water retaining in the washing machine; not draining after multiple wash cycles; stops at last 3 minutes and door opens.
• Timeline/Duration: Issue started the second day after installation.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased on August 22; installed on August 24; unit is two weeks old. [Agent Solutions]

1. Issue Clarification: Asked customer about the specific problem with the washing machine.

2. Error Code Inquiry: Inquired if there was an error code displayed; customer confirmed none.

3. Installation Confirmation: Confirmed installation date and who installed the unit.

4. Diagnosis Suggestion: Suggested potential installation issue with draining hose or pipes.

5. Return Policy Explanation: Informed customer about the return policy within 28 days.

6. Care Package Inquiry: Discussed the care package and customer’s expectation for repair service.

7. Transfer Request: Attempted to transfer customer to the appropriate department for care service.

[Final Resolution]

• Transferred customer to the appropriate department for care service assistance. [Service Notes]
• Customer has a care package for repair service. Installation performed by Currys. [Executive Summary] The customer contacted support regarding a drainage issue with a newly purchased washing machine, which has not drained water since the second day after installation. The agent clarified the issue, confirmed installation details, and suggested a possible installation problem. The customer expressed frustration about not being able to reach the care service department. The agent ultimately transferred the customer to the appropriate department for further assistance.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer experiencing issues with a newly purchased washing machine. Requesting assistance for repair. [Product Symptom]

• Symptom: Water retaining in the washing machine; not draining properly. Stops at the last 3 minutes of the cycle, door opens, water remains inside.
• Timeline/Duration: Issue started the second day after installation.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased on August 22; installed on August 28; used for about a day before issues began. [Agent Solutions]

1. Verify Purchase Details: Confirmed purchase date and installation date.

2. Identify Issue: Noted that the washing machine is not draining, possibly due to installation issues with the draining hose or pipes.

3. Discuss Return Policy: Informed customer about the return period of 28 days for the unit.

4. Customer Care Inquiry: Attempted to assist customer in contacting the UK customer service for care plan support.

5. Transfer Request: Agreed to transfer the customer to the appropriate department for further assistance.

[Final Resolution]

• Transferred customer to the appropriate department for care plan support. Customer advised on return policy. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a newly purchased washing machine that is not draining properly, with water remaining inside after cycles. The issue began the second day after installation. The agent confirmed purchase and installation details, identified potential installation issues, and informed the customer about the return policy. The customer requested to be transferred to the UK customer service for care plan support, which the agent facilitated.

[Request] DONE CUSTOMER HANGS UP

CNU250904208256

Surname : MCPHERSON

Mobile Number : 07714087723

Post Code : IV2 7AZ

1st Line of Address : 1 Redburn Avenue, Culloden INVERNESS, IV2 7AZ, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDGE FREEZER

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer contacted to cancel service appointment for fridge freezer due to ice maker now functioning. [Product Symptom]
• Symptom: Ice cubes not working initially, but now functioning. - Timeline/Duration: Issue resolved prior to contact. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Not Specified. [Agent Solutions]

1. Request Reference Number: Customer provided reference number RNU250903073767.

2. Confirm Cancellation Request: Agent confirmed the request to cancel the service appointment.

3. Process Cancellation: Agent informed customer that cancellation would be processed.

[Final Resolution]

• Service appointment canceled as ice maker is now working. [Service Notes]
• N/A. [Executive Summary] The customer contacted to cancel a service appointment for a fridge freezer due to the ice maker now functioning. The agent confirmed the cancellation request and processed it after receiving the reference number. The issue was resolved before the appointment, and no further troubleshooting was necessary. The call was handled efficiently with the cancellation completed as requested.

[AI Summary]

[Contact Reason]

• Customer contacted to cancel a scheduled repair for a fridge freezer due to the ice maker starting to work again. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Confirm Cancellation Request: Agent confirmed the customer's request to cancel the repair service.

2. Reference Number Taken: Agent recorded the provided reference number for processing the cancellation.

3. Coordination with Repair Department: Agent coordinated with the repair department to cancel the scheduled service.

4. Confirmation of Cancellation: Agent informed the customer that an email would be sent to the authorized service center to confirm the cancellation.

[Final Resolution]

• Repair service cancellation confirmed. Email sent to authorized service center. [Service Notes]
• N/A [Executive Summary] The customer contacted to cancel a scheduled repair for a fridge freezer, as the ice maker began functioning again. The agent confirmed the cancellation request, recorded the reference number, and coordinated with the repair department to process the cancellation. The customer was informed that an email would be sent to the authorized service center to confirm the cancellation. No further troubleshooting was required, and the call concluded positively.

[Request] DONE REQUESTED AN EMAIL TO ASC TO CANCEL THE REPAIR AND TASK

CNU250904209985

Surname : BROOKS

Mobile Number : 07887514427

Post Code : GL54 5QF

1st Line of Address : 12 Seymour Place, CHELTENHAM, GL54 5QF, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] [---LG Shop Exchange / Refund---] Order Number: 8000564603 Magneto Matches GSFS Exchange or Refund: Not Required Reason for Return: Due to LG – Damaged Any Added Services: N/A Paid For Wallmounting: NO Condition of Unit: New (unboxed) Packaging: Yes Images via: Not requested Notes: Customer have a fridge freezer that's delivered on August 22. And upon delivery he saw the dents from the door of water dispenser. Photo of damaged attached. 26/08- Customer was transferred to us. As per checking the customer receive a damage fridge which they initially requested to have a door replacement only. Advise customer that its not an option yet so its not possible try to offer customer 10% discount code which they decline it, offered damage allowance which is based on the matrix 100pounds as its only one dent and in front/door. Customer decline it, advise customer we will respect their decision so advise if he would like this can be raise to our Upper Management team if they can offer a considerable amount, tried to ask customer if what's the amount they are expecting which he stated it would be 500 pounds. Inform that we can't guarantee that we can provide it but this will be subject to approval.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer requesting an update on multiple cases related to a fridge freezer. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Case Verification: Customer provided case numbers for reference.

2. Customer Information Verification: Agent requested surname, postcode, and address for verification.

3. Product Identification: Agent confirmed the product as a fridge freezer.

4. Order Number Request: Agent asked for the order number associated with the unit.

5. Hold for Transfer: Agent placed the customer on hold while waiting to transfer to the LG shop department.

[Final Resolution]

• Transfer to LG shop department pending. Customer asked to hold for further assistance. [Service Notes]
• N/A [Executive Summary] The customer contacted LG customer service for an update on multiple cases regarding a fridge freezer. The agent verified the customer's case numbers and requested additional information, including the order number. The agent placed the customer on hold while attempting to transfer them to the appropriate department for further assistance. The transfer is still pending.

[Request] DOCU

CNU250904210140

Surname : SULLIVAN

Mobile Number : 01279816869 / 07775652395

Post Code : CM24 8HU

1st Line of Address :51 Bentfield Causeway, STANSTED, CM24 8HU, GB

Email Address : annabelhsullivan@gmail.com

Model # : FDV909W.ABWQKUK

Serial # : 012KWDJ9M226

DOP : 10/04/2021

Retailer : JOHN LEWIS

[Customer Issues] TUMBLE DRYER IN 2021

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports LG Eco tumble dryer not working. Engineer diagnosed issue as heat pump failure. Requesting manufacturer service. [Product Symptom]

• Symptom: Tumble dryer not functioning; suspected heat pump issue.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Normal appliance engineer tested filters and pipes.
• History: Purchased in April 2021; warranty for heat pump is ten years. [Agent Solutions]

1. Account Creation: Created an account for customer assistance.

2. Information Verification: Verified customer surname, mobile number, postcode, address, and email address.

3. Warranty Inquiry: Confirmed heat pump warranty duration.

4. Serial Number Verification: Collected and verified the serial number of the tumble dryer.

5. Purchase Information: Inquired about purchase date and location; confirmed purchase from John Lewis on April 10, 202

[Final Resolution]

• Next steps: Schedule manufacturer service for heat pump issue. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a malfunctioning LG Eco tumble dryer, diagnosed by an engineer as a heat pump issue. The agent created an account and verified the customer's details, including warranty information and purchase history. The next step is to schedule a service visit from the manufacturer to address the heat pump problem. No additional troubleshooting steps were taken during the call.

[AI Summary]

[Contact Reason]

• Customer reports LG Eco tumble dryer purchased in 2021 is no longer working. Engineer diagnosed a problem with the heat pump and recommends manufacturer inspection. [Product Symptom]

• Symptom: Tumble dryer not functioning; suspected heat pump issue.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased in April 2021; engineer's report available. [Agent Solutions]

1. Account Creation: Created an account for customer assistance.

2. Information Verification: Verified customer surname, mobile number, postcode, address, and email address.

3. Serial Number Verification: Collected and verified the serial number of the tumble dryer.

4. Warranty Explanation: Explained that the heat pump has a 10-year warranty, but the unit is out of warranty for service.

5. Repair Cost Estimate: Provided a cost estimate of £175 for the engineer's visit, including parts, labor, and VAT.

6. Terms of Service: Explained terms regarding potential partial refund based on findings during the engineer's visit.

7. Document Request: Requested the engineer's report in PDF format for further assessment.

8. SMS Link: Sent an SMS with a link for the customer to upload the engineer's report and provided a case number for reference.

[Final Resolution]

• Customer to upload engineer's report via SMS link. Repair service is chargeable. Awaiting further assessment from technical experts. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a malfunctioning LG Eco tumble dryer, diagnosed by an engineer as having a heat pump issue. The agent created an account, verified necessary information, and explained the warranty limitations. A repair cost of £175 was provided, along with terms for potential refunds based on the engineer's findings. The customer was instructed to upload the engineer's report for further evaluation.

[Request] WILL GET THE ENGINEERS REPORT TO COORDINATE TO TECH EXPERTS

CNU250903202180

Surname : STEWART

Mobile Number : 07890710321

Post Code : AL1 3AG

1st Line of Address : 7 Ridgmont Road, ST. ALBANS, HERTFORDSHIRE, AL1 3AG, GB

Email Address : chesneystewart@hotmail.com

Model # : DF325FPS.APZQEUK

Serial # : 401KWWZ2T025

DOP : 16/08/2025

Retailer : HUGHES ELECTRICAL

[Customer Issues] DISHWASHER

04/09 called back but routed to vm. once the customer ring us back, book the unit for service.

Telepresence: No Customer advised about Parking Permits: Yes Warranty Status: In Warranty Fault: IE Error Troubleshooting: Unplugged the appliance. Waited for 60 seconds and restart the appliance. Checked the water tap is not frozen or clogged and is fully open. Checked the inlet hose so the water can flow normal. Checked and clean the inlet filter. Removed any residue. Additional notes: no parking permit needed Email: chesneystewart@hotmail.com Primary Number: 07890710321 Retailer: Hughes Electrical

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer missed a callback regarding an error code in the dishwasher. [Product Symptom]

• Symptom: Customer reported an IE error code in the dishwasher.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Registered the issue yesterday. [Agent Solutions]

1. Verification of Error Code: Agent confirmed the error code as IE.

2. Repair Booking: Agent initiated the booking for repair based on previous representative notes.

3. Appliance Reset Inquiry: Agent asked if the customer had unplugged the appliance for 60 seconds before plugging it back in.

[Final Resolution]

• Repair service scheduled for the dishwasher. [Service Notes]
• N/A. [Executive Summary] The customer contacted support after missing a callback regarding an IE error code in their dishwasher. The agent confirmed the error code and began the repair booking process. The agent also inquired if the customer had attempted to reset the appliance by unplugging it. A repair service has been scheduled for the dishwasher.

[AI Summary]

[Contact Reason]

• Customer missed a callback regarding an error code in the dishwasher registered the previous day. [Product Symptom]

• Symptom: Customer reported an IE error code on the dishwasher. Water is present in the dishwasher when the error occurs.
• Timeline/Duration: Occurred multiple times during rinse and normal wash cycles.
• Environment: Not Specified.
• Self-troubleshooting: Customer unplugged the appliance for 60 seconds and checked for tangled pipes.
• History: Filter is new and has only been used once. [Agent Solutions]

1. Verify Error Code: Confirmed the error code is IE.

2. Check Appliance Reset: Asked if the customer unplugged the dishwasher and waited 60 seconds. Customer confirmed they had done this.

3. Inquire About Water Supply: Asked if the water tap is fully open and not clogged. Customer confirmed it is open.

4. Check Filter Condition: Asked if the inlet filter was clean. Customer stated it is new and clean.

5. Confirm Parking Permit: Inquired if a parking permit is needed for the technician's visit. Customer confirmed there is space on the driveway.

6. Book Repair Appointment: Scheduled a repair for the IE error code and informed the customer that an engineer will contact them within two business days.

7. Provide Reference Number: Sent the reference number via text message to the customer.

[Final Resolution]

• Repair appointment booked for the IE error code. Engineer will contact the customer within two business days to confirm the visit. Reference number sent via text message. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding an IE error code on their dishwasher. The agent confirmed the error and performed troubleshooting steps, including verifying the appliance reset, checking the water supply, and confirming the filter condition. A repair appointment was successfully booked, with the engineer expected to contact the customer within two business days. The reference number for the appointment was sent via text message.

[Request] DONE BOOKING AND SMS AND TASK

CNU250904210683

Surname : GILL

Mobile Number : 07460492200

Post Code : UB4 0NH

1st Line of Address : 121 Berwick Avenue, HAYES, UB4 0NH, GB

Email Address : bkgill1111@yahoo.co.uk

Model # : F4V309SNE.ASSQPUK

Serial # : 104PNYU1W930

DOP :

Retailer : CURRYS

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about a washing machine issue and seeking assistance with obtaining a receipt for warranty purposes. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Case Review: Agent reviewed the customer's case number and confirmed it was closed due to lack of updates from the customer.

2. Receipt Inquiry: Agent informed the customer that the receipt could be sent via email as a PDF, but the store's system was down and unable to print receipts.

3. Purchase Verification: Agent explained the need for the exact purchase date to proceed with warranty claims, which could not be confirmed without the receipt.

4. Customer Feedback: Customer expressed frustration about not being able to obtain the receipt and mentioned attempts to find it at home and through the store.

[Final Resolution]

• Customer will continue searching for the receipt and will call back tomorrow for further assistance. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a washing machine issue and the need for a receipt for warranty purposes. The agent reviewed the case, explained the closure due to lack of updates, and informed the customer about the inability to print receipts due to system issues. The customer expressed difficulty in obtaining the receipt and will continue searching for it, planning to call back the next day for further assistance.

[AI Summary]

[Contact Reason]

• Customer inquiring about a washing machine issue and seeking assistance with obtaining a receipt for warranty purposes. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Case Verification: Agent confirmed the case number provided by the customer.

2. Receipt Inquiry: Agent explained that the case was closed due to lack of updates from the customer regarding the requested receipt.

3. Email Option: Agent informed the customer that the receipt could be requested via email as a PDF.

4. System Limitations: Agent clarified that the system used by the service center does not allow printing of receipts and that they do not have access to the customer's purchase details.

5. Customer Follow-up: Agent advised the customer to coordinate with the store to obtain the receipt and to call back once it is available.

[Final Resolution]

• Customer to attempt to obtain the receipt from the store and will call back once received. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a washing machine issue and the need for a receipt for warranty purposes. The agent verified the case number and explained that the case was closed due to no updates from the customer. The agent provided information on how to request the receipt via email and clarified system limitations regarding receipt printing. The customer was advised to follow up with the store for the receipt and to call back once obtained.

[Request] DONE TASK AND DOCU

CNU250904210913

Surname : TRICKETT

Mobile Number : 07799345656

Post Code : WR1 3JQ

1st Line of Address : 8 Townsend Street, Barbourne WR1 3JQ

Email Address : andrew.trickett01@outlook.com

Model # : F4X1009NMK.AMBQPUK

Serial # : 507PNQE7R468

DOP : 04/09/2025

Retailer : THE WASH HOUSE

[Customer Issues] REPLACEMENT WASHER

P2022-10-05201PNDW0W722 05/10/2022 - 04/10/2027

Note: Since the unit is direct exchange on our end it will just continue the last warranty that he have from the last unit. The Warranty Card Number: P2022-10-05201PNDW0W722 The warranty starts in 05/10/2022 The warranty will end on 04/10/2027

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer contacted to register a replacement washing machine and activate the warranty. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Replacement Details: Confirmed the replacement washing machine was installed today.

2. Collect Customer Information: Gathered customer’s surname, address, and email for registration.

3. Verify Serial Number: Attempted to verify the serial number of the new unit.

4. Document Purchase History: Inquired about the purchase location of the original faulty unit.

[Final Resolution]

• Warranty registration initiated for the replacement unit. Documentation of customer details completed. [Service Notes]
• Replacement unit installed today. Original unit was faulty and replaced under warranty. [Executive Summary]
• The customer contacted to register a newly installed replacement washing machine and activate the warranty. The agent verified the replacement details, collected necessary customer information, and attempted to confirm the serial number. The warranty registration process was initiated, and customer details were documented for future reference.

[Request] DONE AND DONE SMS FOR 10% VOUCHER

CNU250904211043

Surname : CASTLE

Mobile Number : 07412529900

Post Code : HP27 0HF

1st Line of Address : 46 Berryfield Road, PRINCES RISBOROUGH, HP27 0HF, GB

Email Address : kcastle8@icloud.com

Model # : CNU250904211043

Serial # : 401WREBKG516

DOP : 06/01/2025

Retailer : JOHN LEWIS

[Customer Issues] REPAIR REQUEST QUERY

[Consultation contents] [AI Summary]

[Contact Reason]

• Inquiry about ongoing issue with fridge freezer. Customer waiting for a callback regarding repair status. [Product Symptom]

• Symptom: Fridge freezer is off and constantly beeping.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Previous case closed by another representative; unit booked for repair. [Agent Solutions]

1. Case Review: Checked previous case details and confirmed it was closed.

2. Repair Confirmation: Verified that the unit has been booked for repair.

3. SMS Update Check: Confirmed that an SMS update was not received by the customer.

[Final Resolution]

• Repair service confirmed for the unit. Reference number to be provided. [Service Notes]
• N/A [Executive Summary] The customer contacted regarding an ongoing issue with their fridge freezer, which is off and constantly beeping. The agent reviewed the previous case, confirmed that the unit is booked for repair, and noted that the customer did not receive an SMS update. A reference number will be provided for the repair service. [AI Summary]

[Contact Reason]

• Customer inquiring about the status of a repair for a fridge freezer that is not functioning and is beeping constantly. [Product Symptom]

• Symptom: Fridge freezer is off and beeping every 30 seconds.
• Timeline/Duration: Issue began yesterday morning and has persisted since then.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Repair was previously booked, and customer was waiting for a callback regarding the technician's visit. [Agent Solutions]

1. Case Review: Agent reviewed the previous case and confirmed that the unit was booked for repair.

2. Repair Confirmation: Agent informed the customer that an engineer would contact them within two business days to provide the exact date of the visit.

3. Reference Number: Agent documented and sent the reference number to the customer via SMS.

4. Communication Clarification: Agent explained that the repair service is handled by an authorized service center working with LG.

[Final Resolution]

• Repair service scheduled; engineer will contact customer within two business days. Reference number sent via SMS. [Service Notes]
• Customer experiencing ongoing issues with the fridge freezer beeping frequently. Previous repair booking confirmed. [Executive Summary] The customer contacted support regarding a malfunctioning fridge freezer that is off and beeping every 30 seconds. The agent confirmed that a repair had been booked and that an engineer would reach out within two business days to provide the visit date. The agent sent the customer a reference number via SMS for tracking. The customer was informed that the repair service is conducted by an authorized service center.

[Request] DONE SENDING SMS UPDATE FOR HER REPAIR DONE THE 10% VOUCHER

CNU250904211253

Surname : HUGHES

Mobile Number : 01244830380 / 07484234704

Post Code : CH5 4FW

1st Line of Address : 25 Northop Close, DEESIDE, CH5 4FW, GB

Email Address : malebesc1@gmail.com

Model # : F4J7TN8S.AESQWUK

Serial # : 803PWKXLD829

DOP : 09/06/2018

Retailer :

[Customer Issues] WASHER LEAKING

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports washing machine leaking during last wash. Requests to book an engineer for inspection. [Product Symptom]

• Symptom: Washing machine leaking from underneath during operation.
• Timeline/Duration: Leaked dramatically before; no leak during the last short wash.
• Environment: Not Specified.
• Self-troubleshooting: Customer checked and cleaned the detergent drawer.
• History: Purchased on June 9, 2018. [Agent Solutions]

1. Verify Purchase Date: Confirmed purchase date as June 9, 2018.

2. Identify Leak Source: Inquired about the location of the leak; customer indicated it is from underneath the unit.

3. Document Findings: Noted that the customer is unable to move the unit due to age.

[Final Resolution]

• Engineer visit scheduled for inspection of the leaking washing machine. [Service Notes]
• Customer is in their seventies and unable to move the washing machine for further inspection. [Executive Summary] The customer contacted support regarding a leaking washing machine, which leaked dramatically during a previous wash but did not leak during the last short wash. The agent confirmed the purchase date and identified that the leak is coming from underneath the unit. An engineer visit was scheduled to inspect the issue. The customer is unable to move the machine due to age, which was noted for the technician's awareness.

[AI Summary]

[Contact Reason]

• Customer reports leaking from LG washing machine during last wash. Requests to book an engineer for inspection. [Product Symptom]

• Symptom: Leaking from the washing machine, specifically from underneath the unit.
• Timeline/Duration: Previous leaks occurred dramatically; current wash did not leak.
• Environment: Not Specified.
• Self-troubleshooting: Customer checked and cleaned the detergent drawer; unable to move the unit due to age.
• History: Purchased on June 9, 2018. [Agent Solutions]

1. Purchase Date Confirmation: Verified purchase date as June 9, 2018.

2. Age of Unit Explanation: Informed customer that units over six years old cannot be booked for service directly.

3. Authorized Service Center Information: Provided contact details for an authorized service center (Pacifica).

4. Contact Number Provision: Shared two contact numbers for Pacifica for scheduling repairs.

[Final Resolution]

• Customer advised to contact Pacifica for repair service. Provided two contact numbers for the service center. [Service Notes]
• Customer is in their seventies and unable to move the washing machine for inspection. [Executive Summary] The customer contacted support regarding a leaking LG washing machine, specifically from underneath the unit. The agent confirmed the purchase date and explained that the unit, being over six years old, could not be booked for direct service. The agent provided contact information for an authorized service center, Pacifica, including two phone numbers for the customer to arrange repairs. The customer is unable to move the unit due to age, which was noted for future service visits.

[Request]

CNU250904211445

Surname : SHAIDA AHMED

Mobile Number : 07853934296

Post Code : NE8 2YP

1st Line of Address : 10 kingstreet NE8 2YP

Email Address : shaidaahmed908@gmail.com

Model # : F4V309WNE.ABWQPUK

Serial # :202PWHSM8337

DOP : 27/04/2022

Retailer : CURRYS

[Customer Issues] WASHER NOT CLEANING THE CLOTHES PROPERLY

Used the tub 3 times a month. Cleaned the gasket 2 to 3 times a week. No error codes. No leakage. Customer is using a Ariel liquid detergent. Cleaned filter. Customer is using cotton and deliquet settings. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports washing machine not cleaning clothes properly. Requests assistance. [Product Symptom]

• Symptom: Clothes come out with stains; ineffective cleaning during regular wash cycles.

• Timeline/Duration: Issue has persisted for a while; previous repair attempted in 2022.

• Environment: Not Specified.

• Self-troubleshooting: Customer cleans tub three times a month; uses liquid detergent.

• History: Previous repair history noted; no extended warranty. [Agent Solutions]

1. Verify Customer Information: Confirmed customer details and previous repair history.

2. Gather Details: Asked about cleaning frequency, detergent type, and settings used.

3. Maintenance Advice: Suggested drying the gasket after use to prevent mold.

4. Check for Error Codes: Confirmed no error codes present on the unit.

5. Confirm Settings: Clarified settings used during washing cycles.

[Final Resolution]

• Maintenance tips provided; no immediate troubleshooting steps taken. Customer advised on proper gasket care. [Service Notes]
• Customer cleans gasket regularly; no error codes reported. Previous repair history noted. [Executive Summary] The customer contacted support regarding a washing machine that is not cleaning clothes effectively. The agent gathered information about the cleaning frequency, detergent used, and maintenance practices. Maintenance advice was provided, including drying the gasket to prevent mold. No error codes were reported, and no immediate troubleshooting steps were taken. The customer has a history of previous repairs for the same issue.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer experiencing issues with washing machine not cleaning clothes properly. [Product Symptom]

• Symptom: Washing machine not cleaning clothes effectively; stains remain after wash cycles.
• Timeline/Duration: Issue has been ongoing for quite a while; previous repair attempted.
• Environment: Not Specified.
• Self-troubleshooting: Customer cleans the tub three times a month.
• History: Previous repair history noted; unit purchased in 2022, eligible for extended warranty. [Agent Solutions]

1. Verify Customer Information: Confirmed customer details and previous repair history.

2. Gather Details: Asked about cleaning frequency and detergent type; noted customer uses liquid detergent.

3. Check Maintenance Practices: Inquired about gasket maintenance; advised to dry gasket after use to prevent mold.

4. Discuss Error Codes: Confirmed no error codes present on the unit.

5. Request Proof of Purchase: Informed customer about the need for proof of purchase and serial number for warranty coverage.

6. Request Additional Evidence: Asked for photos of stained clothes and a video of the washing cycle to assess the issue further.

7. Send SMS Link: Provided customer with an SMS link to upload requested evidence.

8. Explain Next Steps: Informed customer that once evidence is received, the case will be forwarded to technical experts for repair approval.

[Final Resolution]

• Customer to provide photos and video of the washing machine's performance. Repair service will be booked upon receipt of evidence. [Service Notes]
• Customer has a history of previous repairs for the same issue. Eligible for warranty coverage. [Executive Summary] The customer reported that their washing machine is not cleaning clothes properly, with stains remaining after wash cycles. The agent gathered information about the customer's maintenance practices and confirmed no error codes. The customer is eligible for warranty coverage and was instructed to provide proof of purchase, photos of stained clothes, and a video of the washing cycle. An SMS link was sent for evidence submission, and the agent will coordinate with technical experts for repair approval once the evidence is received.

[Request] docu will register and book

Surname : RENTON / GEORGE

Mobile Number : 4123862198 / 07983592161

Post Code : NE36 0HA

1st Line of Address : 135 Hardie Drive, EAST BOLDON, NE36 0HA, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] MICHELE FROM COSTCO

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer assistance request regarding a member's LG TV issue. [Product Symptom]
• Symptom: Customer reported an issue with an LG 75-inch TV, suspected accidental damage. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Not Specified. [Agent Solutions]

1. Verify Customer Information: Checked customer's surname, mobile number, postcode, and address details.

2. Check Previous Calls: Reviewed the last three calls made by the customer regarding the TV issue.

3. Transfer to Appropriate Department: Prepared to transfer the inquiry to the department handling televisions.

[Final Resolution]

• Transfer to the television department for further assistance. [Service Notes]
• N/A. [Executive Summary] The conversation involved a request for assistance regarding an LG 75-inch TV issue, suspected to be due to accidental damage. The agent verified customer details and reviewed previous calls related to the issue. The agent then prepared to transfer the inquiry to the appropriate department for further assistance. No troubleshooting steps were taken as the focus was on transferring the call.

[Request] NO NEED TO DOCU TRANSFERRED TO HE

CNU250901180343

Surname : HOPE

Mobile Number : 07456516178

Post Code : SW4 9HY

1st Line of Address : 61a Klea Avenue, LONDON, SW4 9HY, GB

Email Address : connorhopeg@gmail.com

Model # : FWV685WSE.ABWQWUK

Serial # : 104PWGNM2495

DOP : 24/06/2021

Retailer : CURRYS

[Customer Issues] DE2

Unit door is closing properly. Door lock and Door latch doesn't have any visible damage. Unit is properly leveled. Cleaned the gasket 2 times a week. No clothes gets trapped to the door. Done empty cycle. Gasket doesn't have any visible damage and metal ring doesn't come off. Unplugged and plug in again. Issue persists.

Parking permit is needed and customer can provide that. Extended Warranty approval was in this case number: CNU250901180343

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer contacted regarding a washer dryer issue, specifically an error code. [Product Symptom]

• Symptom: Error code DE2 appears when attempting to use the washing machine.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Customer attempted various online fixes, unplugged the appliance for 10 seconds and 1 hour, checked with an empty cycle.
• History: Warranty has been approved; extended guarantee in place. [Agent Solutions]

1. Verify Issue: Confirmed the error code DE2 is present.

2. Check Door Functionality: Customer confirmed the door closes properly; no visible damage to the door lock or latch.

3. Level Check: Customer confirmed the unit is properly leveled.

4. Gasket Cleaning Frequency: Customer cleans the gasket 1-2 times a week.

5. Check for Obstructions: Customer confirmed no obstructions or damage to the gasket or metal ring.

6. Unplugging Appliance: Customer confirmed they unplugged the appliance for 10 seconds and 1 hour; issue persists.

7. Parking Permit Inquiry: Confirmed customer can provide parking permit if needed.

8. Verify Email Address: Customer's email address confirmed.

9. Satisfaction Survey Consent: Customer agreed to receive surveys via email and SMS.

10. Serial Number Verification: Customer provided serial number for documentation.

[Final Resolution]

• Repair service scheduled for the washing machine. Customer provided necessary information for the appointment. [Service Notes]
• Customer can provide parking permit if required for technician access. [Executive Summary] The customer reported an issue with their washing machine displaying error code DE2. The agent confirmed the error and conducted a series of troubleshooting steps, including verifying door functionality, checking for obstructions, and confirming the unit's level. The customer has attempted various self-troubleshooting methods without success. A repair service has been scheduled, and the customer provided all necessary information for the appointment.

[AI Summary]

[Contact Reason]

• Customer contacted regarding a washer dryer issue. Error code DE2 appears during operation. [Product Symptom]

• Symptom: Error code DE2 displayed when attempting to use the washing machine.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Customer attempted various online solutions, unplugged the appliance for 10 seconds and 1 hour, checked for visible damage, and ran an empty cycle.
• History: Warranty approved, extended guarantee in place. [Agent Solutions]

1. Verify Door Closure: Confirmed door closes properly.

2. Inspect Door Lock: No visible damage to door lock or mechanism.

3. Check Unit Leveling: Confirmed unit is properly leveled.

4. Gasket Cleaning Frequency: Customer cleans gasket 1-2 times a week.

5. Check for Obstructions: No obstructions found when running empty cycle.

6. Inspect Gasket Condition: No visible damage to gasket or metal ring.

7. Unplug and Replug: Customer unplugged for 10 seconds and 1 hour; issue persists.

8. Confirm Parking Permit: Customer can provide parking permit if needed.

9. Verify Email Address: Confirmed customer email address.

10. Confirm Serial Number: Customer provided serial number for documentation.

11. Schedule Repair: Agent scheduled repair for Monday, engineer will contact customer for specific time.

[Final Resolution]

• Repair scheduled for Monday. Engineer will contact customer for specific time. Reference number to be sent via SMS. [Service Notes]
• Customer is located in a priority service area. Repair expected to be completed within three business days. [Executive Summary] The customer reported an issue with their washer dryer, specifically an error code DE2 during operation. The agent performed various troubleshooting steps, confirming the door closure, inspecting the door lock, and checking for obstructions and damage. The customer has an approved warranty and the repair has been scheduled for Monday, with the engineer to contact the customer for a specific time. A reference number will be sent via SMS for tracking.

[Request] DONE TAGGED TO WG TEMP AND TASK DONE 10%

CNU250904211996

Surname : HOXA

Mobile Number : 07721661667

Post Code : N20 9FA

1st Line of Address : Flat 16 Brook Point 1400 High Road London N20 9FA

Email Address : fionahoxaa007@gmail.com

Model # : FH4G1BCS2.ABWQKUK

Serial # : 209KWKS50205

DOP : 02/01/2023

Retailer : ARGOS DIRECT

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about a non-working washing machine and requesting a replacement. [Product Symptom]
• Symptom: Washing machine not functioning. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Warranty registered today. [Agent Solutions]

1. Warranty Confirmation: Confirmed that the unit is under warranty and registered today.

2. Repair Process Explanation: Explained that a new washing machine cannot be provided until the current unit is repaired.

3. Engineer Visit Scheduling: Informed customer that the engineer will contact them directly to schedule a visit.

[Final Resolution]

• Repair service will be scheduled. Customer will be contacted by the engineer for the visit date. [Service Notes]
• N/A. [Executive Summary] The customer contacted support regarding a non-working washing machine and requested a replacement. The agent confirmed the warranty registration and explained that a new unit cannot be provided until the current one is repaired. The agent informed the customer that the engineer would reach out to schedule a visit. The next steps involve scheduling the repair service.

[AI Summary]

[Contact Reason]

• Customer inquired about a malfunctioning washing machine and requested a replacement unit. [Product Symptom]
• Symptom: Washing machine not working. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Warranty registered today. [Agent Solutions]

1. Warranty Confirmation: Agent confirmed the warranty was registered today and covers the repair.

2. Repair Process Explanation: Agent explained that a new washing machine cannot be provided until the current unit is repaired.

3. Engineer Contact Timeline: Agent informed the customer that the engineer would contact them within two business days after booking the repair.

4. Alternative Resolution Process: Agent mentioned that if the engineer cannot repair the unit, the case could be raised for alternative resolution, subject to review.

[Final Resolution]

• Engineer to contact customer within two business days for repair scheduling. No new unit provided until repair assessment. [Service Notes]
• Customer has young children and requires frequent laundry service. [Executive Summary] The customer contacted support regarding a non-functional washing machine and requested a replacement. The agent confirmed the warranty registration and explained that a new unit could not be provided until the current machine is assessed and repaired. The engineer will reach out within two business days to schedule a visit. The customer expressed urgency due to having young children and needing to wash clothes frequently.

[Request] DONE AND TASK

CS10-G1WVJ9K78ZHX - CASTLE CS10-LHJO2907GGY2 - TRICKETT CS10-D6V8A42HRZXD - HOPE