Offline Notepad View raw

Shared snapshot

FEB 16 DOCS

==========================================

  1. Inquiry - customer called in regarding fridge issue
  2. Symptom Description - water is coming out
  3. Provide error code if present: no error code
  4. Troubleshooting provided: getting information regarding the customer details
  5. Outcome: customer disconnect the call
  6. Resources used ( paste links used):
  7. Remote Management or Visual Support Used?(2k ticket here : 1k ticket RM- Y/N VS-Y/N

8.) Additional comments or customer response : Name :Sohrab Gohis Model Number: Serial Number: Place of Purchase: Phone number : 4169999495

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: 336803683

TICKET ID :1152102463

==========================================

==========================================

  1. Inquiry - customer calling in for washer noise issue
  2. Symptom Description - washer has having noise when she step to the machine there has big space its making very big noise the washer
  3. Provide error code if present: no error code
  4. Troubleshooting provided: asking customer if she has already ask the installer regarding this one. customer doesn't want to do the troubleshooting because she said he cand do it because she is not a service person. Check for loose change in the drum. - all was good she checked the drum SmartThings-enabled washers: Use Smart Care to look up error codes and solutions. if the clothes were soaking wet when removed from the washer - its not the soaking wet its not the way supposed to be, f it's a new dryer, check for frame damage on both sides, frame damage causes the drum to rub against the frame and make noise. = customer check she said no damage If a squealing, squeaking, or grinding noise occurs when the dryer has a normal-weight load, or is empty

Customer cannot send video or photo because ask per her she having a bill charge if she will send a message

Can provide service spiel customer already mad in the call she is granny already 5. Outcome: provide all troubleshooting steps 6. Resources used ( paste links used): https://asksamsung.com/content/C33000071213-en-ca 7. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/NO POP UP VS-Y/N YES

8.) Additional comments or customer response : Name : Ana Shola Model Number:WF50BG8300AVUS Serial Number: 0BNZ5NAY901434W Place of Purchase: NA Phone number : 6472895290

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: 336813364

TICKET ID 2329928002 5136606465 4184132079

==========================================

  1. Inquiry - customer called in issue wll oven microwave
  2. Symptom Description - oven is still work but the microwave is working like turning on but not heating
  3. Provide error code if present: no error code
  4. Troubleshooting provided: As per customer she already do the troubleshooting guide in user manual but still is not heating - is on microwave now

Verify Demo Mode Set a cooking time and start the microwave. If the timer counts down faster than usual, the microwave is in Demo mode. Turn off Demo mode: she of demo mood For models with an Options or My Settings button, set option 6 to 2. For other models, refer to the user manual. Check Kitchen Timer Feature Verify that the microwave is not in Demo mode.

When a microwave is in Demo mode, you can use all the functions of the microwave, but it won't heat anything. This is because the magnetron is not turned on. An easy way to test for Demo mode is to set a cooking time and start the microwave. In Demo mode, the timer counts down much faster than usual. If your unit is in Demo mode, turn it off. For models with an Options or My Settings button, Demo mode is option 6 in the menu - setting it to 2 will turn it off. For any other model, refer to your user manual for instructions on how to exit. If your microwave is counting down faster than usual and not heating, but your user manual does not mention Demo mode, visit our Support Center to request service.

Check the Kitchen Timer feature.

Make sure that the Kitchen Timer option was not accidentally used instead of a normal cooking cycle.

Inspect the door.

Make sure the door closes completely. If the door is not completely shut, the microwave may run but will not heat. Use a damp cloth to wipe the door and frame of the microwave; debris could be preventing it from closing properly.= the door was

Important : Over-the-range models have different clearance requirements and should be installed according to the installation manual to ensure they vent correctly. If the microwave has not been working since it was installed, check the installation of the vent.

Verify there is enough clearance on all sides.

Check the clearance to the left, right, above, and behind the microwave. The space requirements vary from model to model and are included in the user manual.

Note: If the microwave does not have enough clearance, it will be unable to vent properly. It will either not heat or have weak heat.

Request service.

If the microwave still doesn't heat, visit the Support Center to request service.

Ensure the Kitchen Timer option was not accidentally selected instead of a cooking cycle. Inspect the Door

Ensure the door closes completely. Wipe the door and frame with a damp cloth to remove debris that may prevent proper closure

Set a cooking time and start the microwave. 5. Outcome: provide ALL TROUBLESHOOTING STEPS// ISLO 6. Resources used ( paste links used): 7. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N

8.) Additional comments or customer response : Name : Ana Sztobryn Model Number: NQ70M7770DS/AA Serial Number: 0B1E7WCM700442J Place of Purchase: Phone number : 5149774247

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case:

TICKET ID 2329932305

==========================================

==========================================

  1. Inquiry - customer called in regarding his service request update he doesn't receive any callback 2328697659
  2. Symptom Description - regarding washer
  3. Provide error code if present: no error code
  4. Troubleshooting provided: according to the customer he already spoke with somebody before the supervisor they told them to escalated matter because customer supposed to receive support from extended warranty customer purchased. Check ticket number and issue already handled with ECR
  5. Outcome: transfer to ECR
  6. Resources used ( paste links used):
  7. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N

8.) Additional comments or customer response : Name : Model Number: WH46DBH550EVAC Serial Number: 0C265BDX600275M Place of Purchase: Phone number : 4388257809

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: 336868198

TICKET ID 2329939002

==========================================

  1. Inquiry - customer called in regarding Samsung tv
  2. Symptom Description - there is a white line
  3. Provide error code if present: no error code
  4. Troubleshooting provided:
  5. Outcome:
  6. Resources used ( paste links used):
  7. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N = NO VS-Y/N= NO

8.) Additional comments or customer response : Name : Jag Singh Model Number: Serial Number: Place of Purchase: Phone number : 7785220342

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: 336882353

TICKET ID 1152105131

==========================================

  1. Inquiry - customer called in regarding gas stove issue
  2. Symptom Description - one of the elements turned on, and they turn it to low it doesn't stay on its goes out
  3. Provide error code if present: no error code
  4. Troubleshooting provided:

If one burner is not working: Clean the burner and ensure it is properly assembled. = its clean but it just keeps goes out when the customer turn it to low Ensure burner caps are properly aligned and centered. Avoid using protective films or pads on the cooktop Clean burners if debris or grease is blocking gas nozzles. -= as per customer everythings clean Weak or yellow flame: Clean clogged burner ports and ensure the cap is centered. Igniter clicking but no flame: Turn off the burner, wait 5 minutes, and try again; ensure the gas shutoff valve is open.= it happens every time they use stove

ISLO

  1. Outcome: done doing troubleshooting but its failed / PROVIDE ISLO
  2. Resources used ( paste links used): Gas Burners are Not Working Properly [Does Not Ignite the Flame, Ignition Issues, Ignition Problems, Not Sparking, Gas Cooktop, Gas Stove, Gas Range https://asksamsung.com/content/C33000066175-en-ca use co pilot
  3. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N YES

8.) Additional comments or customer response : Name : Karen Hayter Model Number: NA30N6555TS/AA Serial Number: 0FYP7DBXA00060W Place of Purchase: Phone number : 4039919279

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case:336885468

TICKET ID 2329941187

==========================================

  1. Inquiry - customer called in regarding dryer issue

  2. Symptom Description - dryer was turning off WHEN THE DRYER IS RUNNING HE PRESSED PAUSE BUT IT DOESNT PAUSE it continues running

  3. Provide error code if present: no error code

  4. Troubleshooting provided: Try to do VS but customer having problem receiving the link it shows on her screen first that need the connection code already provide the code for VS but its still not push trough and after that try to send the link again but customer doesn't receive any link. If Wrinkle Prevent is on, the dryer will continue spinning without heat and stop only when the door is opened. = customer said its been working again

  5. Outcome: customer its been working now he will callback again if he experience having trouble again with the washer

  6. Resources used ( paste links used):Using agent co- pilot

  7. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N = NO

8.) Additional comments or customer response : Name : Dilano James Model Number:DV365ETBGSF/AC Serial Number: boju53ada02141r Place of Purchase: Phone number :2508843771

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: 336917684

TICKET ID 2329948493

12508843771

  1. Inquiry - customer called in regarding washer issue
  2. Symptom Description - washer shows up drain water filter
  3. Provide error code if present: no error code
  4. Troubleshooting provided: customer said they try to drain the water but still drain is showing up Press the cover to open the pump filter door panel. - done doing that Gather a towel and a large container to catch the water. Locate the rubber drain hose. Hold the hose, twist, and remove the cap from the drain hose. - they already drain there is no water Twist the pump filter counter-clockwise to remove it.- they already remove it Use a soft-bristled brush to clean the pump filter and the drain pump impeller (inside the housing).- they did all but show on the panel drain the filter Twist the clean pump filter clockwise until secured. - Advise the customer to find the Local technician Advise customer to call and check on best buy/ Costco Try to provide ISLO but there is no service Centre nearest in they're area.
  5. Outcome: advise customer to call the shop they purchased the washer to help with that
  6. Resources used ( paste links used):
  7. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N No try but customer does not received any link.

8.) Additional comments or customer response : Name :Leonara Tatil Model Number:WF46BB6700ADUS Serial Number: 01HU57AW100331R Place of Purchase: Phone number :7802611181

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: 36923930

TICKET ID: 2329950646 in warranty

==========================================

  1. Inquiry - calling regarding fridge issue
  2. Symptom Description - having problem to generate an ice on the freezer
  3. Provide error code if present: no error code
  4. Troubleshooting provided: Verify if the 'Ice Off' light is on. If it is, turn it off to enable ice production. - CUSTOMER OFF THAT Ensure water is dispensing correctly. If not, the ice maker may not function properly. = the water is work according to the customer To connect the water line: Remove the compressor cover. - he check it To secure the water line: Use clip "A" to attach the line to the wall. Ensure the line is not bent, pinched, or squashed - the line is not bent or squashed Replace or clean a clogged or old water filter to ensure proper water flow.- customer clean the water filter= nothing really happened when he do this steps Check the ice level and tray. If a large ice piece is present and the test button doesn’t work - but its still doesn't work
  5. Outcome: provide all the troubleshooting steps but its still not working
  6. Resources used ( paste links used): AGENT CO PILOT
  7. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N YES

8.) Additional comments or customer response : Name :Tejinder Bajaj Model Number: RF27CG5400SRAA Serial Number: 0BX84BCYA01137Z Place of Purchase: Phone number : 5879369451

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case:336941838

TICKET ID : 2329955122 5136609027 4184138375