06/10 CALLS

Surname :

Mobile Number : 07496691703

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDGE ARGOS CRACKED DRAWER ON THE FREEZER SIDE

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports a broken top drawer in the freezer compartment of the refrigerator. [Product Symptom]

• Symptom: Top drawer in the freezer is broken.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Not Specified. [Agent Solutions]

1. Identify Issue: Agent confirmed the issue regarding the broken top drawer in the freezer.

2. Request Model Number: Agent asked for the model number of the refrigerator for further assistance.

3. Provide Instructions: Agent instructed the customer to locate the model number sticker inside the fridge door.

4. Acknowledge Customer's Situation: Agent noted the customer's difficulty in providing the model number due to being at work.

[Final Resolution]

• Next steps depend on obtaining the model number for further assistance. [Service Notes]
• Customer is currently at work and unable to provide the model number. [Executive Summary] The customer contacted support regarding a broken top drawer in the freezer compartment of their refrigerator. The agent confirmed the issue and requested the model number for further assistance. The customer was unable to provide the model number due to being at work. Next steps involve obtaining the model number to proceed with troubleshooting or repair options.

[AI Summary]

[Contact Reason]

• Customer inquired about a broken drawer in the freezer compartment of the refrigerator. [Product Symptom]

• Symptom: Top drawer of the freezer is cracked.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Customer mentioned a two-year guarantee for parts and a ten-year warranty for manufacturing faults. [Agent Solutions]

1. Identify Issue: Confirmed the issue is with the top drawer of the freezer.

2. Model Number Request: Requested the model number for further assistance.

3. Warranty Explanation: Explained that the drawer is not covered under warranty as it is considered an accessory.

4. Part Number Provision: Informed the customer that a part number would be provided for purchasing the drawer.

5. Cost Estimate: Estimated the cost of the drawer to be around 30 pounds.

6. Purchase Instructions: Directed the customer to the LG website for purchasing the drawer.

[Final Resolution]

• Customer to call back with the model number. Agent provided part number and purchasing instructions. Drawer not covered under warranty. [Service Notes]
• N/A [Executive Summary] The customer contacted regarding a cracked top drawer in the freezer compartment of their refrigerator. The agent confirmed the issue and requested the model number for further assistance. The agent explained that the drawer is not covered under warranty as it is an accessory and provided an estimated cost of around 30 pounds. Instructions were given to purchase the drawer from the LG website. The customer will call back with the model number for further assistance.

[Request] NO NEED TO DOCU DONE TASK

CNU251006477631

Surname : KILLY / DALVAIR

Mobile Number : 07447358595

Post Code : B32 2TJ

1st Line of Address : 99 Ridgacre Road, BIRMINGHAM, Quinton, B32 2TJ, GB

Email Address : anadeep0968@gmail.com

Model # : F4Y513WWLN1.ABWQPUK

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER F4Y513WWLN1

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer seeking assistance with purchasing a washing machine. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verification Request: Agent requested customer's email address for assistance.

2. Address Verification: Agent asked for the first line of the address and postal code for verification.

3. Model Inquiry: Agent inquired if the customer had a specific model in mind for the washing machine.

4. Model Number Assistance: Customer provided model number after some difficulty due to visual impairment.

[Final Resolution]

• Next steps involve checking the requested washing machine model for the customer. [Service Notes]
• Customer is visually impaired and requires assistance navigating the website for purchasing a washing machine. [Executive Summary] The customer contacted support for help in purchasing a washing machine due to visual impairment. The agent verified the customer's email and address details while inquiring about the specific model the customer was interested in. The customer provided the model number after some assistance. The next steps involve the agent checking the requested model for the customer.

[AI Summary]

[Contact Reason]

• Customer seeking assistance with purchasing a washing machine due to visual impairment. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Customer Verification: Verified customer's email address as 0968@gmail.com and address as 99 Ridgeja Road.

2. Model Inquiry: Inquired about the specific model of the washing machine; customer provided model number as WW513.

3. Transfer to Department: Informed customer about transferring to the LG shop department for assistance with purchasing the washing machine.

[Final Resolution]

• Customer to be transferred to LG shop department for purchasing assistance. [Service Notes]
• Customer is visually impaired and requires assistance navigating the website for purchasing. - Customer lives alone and has caregivers for general needs. [Executive Summary] The customer contacted support for assistance in purchasing an LG washing machine due to visual impairment. The agent verified the customer's email and address, and the customer provided the model number WW513. The agent informed the customer about transferring them to the LG shop department for further assistance with the purchase. The customer expressed gratitude for the help provided.

[Request] DOCU DONE TASK

CNU251006477978

Surname : MICHAEL BLOOM

Mobile Number : 07791868072

Post Code : LS12 5RD

1st Line of Address : 20 Low Moorside Court LS12 5RD

Email Address : michaelthebloom@gmail.com

Model # : FWV796STSE.ASSQPUK

Serial # : 106PNCY36051

DOP : 04/09/2021

Retailer : JOHN LEWIS

[Customer Issues] TE ERROR PAST WEEKEND

Unplugged and plug in. No leakage. Unit is properly balanced. Issue persists.

No parking permit needed. Extended Warranty approval was on this case number: CNU250827129752

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquired about the status of a repair request for a washer dryer. - Customer reported a TE error indicating a temperature sensor issue. - Customer mentioned warranty discrepancies. [Product Symptom]

• Symptom: TE error displayed during operation, indicating a temperature sensor issue.
• Timeline/Duration: Issue started early Sunday morning, prior to the call.
• Environment: Not Specified.
• Self-troubleshooting: Unplugged the unit as instructed.
• History: Previous repair for a drainage issue; warranty confirmed as five years, but system showing 24 months. [Agent Solutions]

1. Account Verification: Checked customer account details and confirmed the existence of two accounts.

2. Warranty Confirmation: Verified warranty status and noted the purchase date from John Lewis.

3. Serial Number Registration: Requested a photo of the serial sticker for warranty registration.

4. Account Consolidation: Discussed merging accounts to maintain a single record for the customer.

5. Warranty Processing Time: Informed customer that certification for warranty would take 10 to 14 weeks.

[Final Resolution]

• Customer agreed to consolidate accounts. - Agent to proceed with warranty registration for the repair. - Customer informed about the expected timeline for warranty certification. [Service Notes]
• Customer has previously provided receipts for warranty claims. - Customer prefers to have all information consolidated into one account. - TE error code noted for future reference. [Executive Summary] The customer contacted support regarding a TE error on their washer dryer and inquired about the status of a repair request. The agent verified the customer's account, confirmed warranty details, and discussed the need for a photo of the serial number for warranty registration. The customer expressed a preference for consolidating their accounts due to previous interactions. The agent informed the customer about the expected timeline for warranty certification.

[AI Summary]

[Contact Reason]

• Customer inquired about the status of a repair request for a washer dryer and warranty details. [Product Symptom]
• Symptom: TE error indicating a temperature sensor issue. - Timeline/Duration: Issue started early Sunday morning, recently reported. - Environment: Not Specified. - Self-troubleshooting: Unplugged the unit as instructed. - History: Previous repair for drainage issue a couple of weeks ago; warranty confirmed as five years. [Agent Solutions]

1. Account Verification: Checked customer account for repair request status.

2. Error Code Confirmation: Confirmed TE error code and advised on unplugging the unit.

3. Warranty Registration: Discussed registration for extended warranty and confirmed receipt from previous purchase.

4. Serial Number Verification: Collected serial number for warranty registration.

5. Error Code Testing: Advised customer to unplug and replug the unit to check if error persists.

6. Booking Repair: Initiated booking for repair service and provided case number for reference.

7. SMS Confirmation: Sent SMS with case number and repair details to the customer.

[Final Resolution]

• Repair service booked; customer to receive reference number via SMS. Engineer will contact within two business days. [Service Notes]
• Customer has a history of previous repairs; ensure all accounts are consolidated for future reference. [Executive Summary] The customer contacted support regarding the status of a washer dryer repair request and warranty concerns. The agent confirmed a TE error related to the temperature sensor and advised on troubleshooting steps. A repair service was successfully booked, and the customer was informed they would receive a reference number via SMS. The agent ensured all necessary details were collected for the repair process, including warranty registration and previous repair history.

[Request] DONE BOOKING SMS AND TASK

CNU251006478466

Surname : VERGHESE MAYA

Mobile Number : 07775617305 / 07767589940

Post Code : RM3 7AP

1st Line of Address :138 Harrow Crescent, ROMFORD, RM3 7AP, GB

Email Address : mayasony09@gmail.com

Model # : FWY706GBTN1.AMBQPUK

Serial # : 506PNEBEV892

DOP : 16/09/2025

Retailer : CURRYS

[Customer Issues] WASHER VIBRATING ON SPIN CYCLE STABILIZER SHOE IS FINE

No parking permit needed. Customer is requesting for the soonest appointment.

Customer is putting normal loads on the washer. No error codes. Unit is properly balanced. Inlet and outlet pipes doesn't have any visible damage or cuts. Unit has a proper spacing in the sides and at the back. Issue persists.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing excessive vibration during the spin cycle of the washing machine. Requested assistance from LG after being advised by the retailer. [Product Symptom]

• Symptom: Excessive vibration during spin cycle, machine feels unstable and may topple over.
• Timeline/Duration: Issue occurred the first time the machine was used.
• Environment: Not Specified.
• Self-troubleshooting: Checked stability and ensured machine is level on all four legs.
• History: Purchased on September 16, 2023, from Curries; less than a month of use. [Agent Solutions]

1. Account Creation: Created an account for the customer to assist with repair.

2. Information Verification: Verified customer's surname, first name, mobile number, postcode, address, and email address.

3. Serial Number Request: Requested the serial number of the washing machine for service records.

4. Parking Permit Inquiry: Asked if a parking permit is needed for service access.

[Final Resolution]

• Account created for repair assistance. Customer information verified. Serial number obtained. Parking permit requirement noted. [Service Notes]
• Parking permit required for service visit. [Executive Summary] The customer reported excessive vibration during the spin cycle of their washing machine, which began on first use. The agent created an account for the customer and verified all necessary information, including the serial number and parking permit requirement for service access. The next steps involve scheduling a technician visit to address the vibration issue.

[AI Summary]

[Contact Reason]

• Customer experiencing excessive vibration during the spin cycle of the washing machine. Requested assistance from LG. [Product Symptom]

• Symptom: Excessive vibration during spin cycle, machine feels unstable and may topple over.
• Timeline/Duration: Issue occurred from the first use of the machine.
• Environment: Not Specified.
• Self-troubleshooting: Customer checked stability and confirmed machine is level on all four legs.
• History: Purchased on September 16, 2023, from Curries. [Agent Solutions]

1. Account Creation: Created an account for the customer to assist with repair.

2. Information Verification: Verified customer details including name, contact number, address, and email.

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

4. Parking Permit Inquiry: Confirmed no parking permit is needed for technician visit.

5. Installation Inquiry: Asked about who installed the machine; customer confirmed self-installation.

6. Load Inquiry: Inquired about load size during operation; customer confirmed normal load.

7. Error Code Check: Confirmed no error codes displayed on the machine.

8. Damage Inspection: Inquired about visible damage to inlet/outlet pipes; customer confirmed no damage.

9. Spacing Check: Confirmed proper spacing around the washing machine.

10. Video Request: Requested a short video of the vibration issue during an empty cycle for further assessment.

[Final Resolution]

• Customer to send a video of the washing machine's vibration issue. Repair unit will be booked after video submission. Engineer will contact within two business days. [Service Notes]
• Customer self-installed the washing machine. No visible damage or issues with installation noted. [Executive Summary] The customer reported excessive vibration during the spin cycle of their washing machine, which began from the first use. The agent created an account and verified customer details while confirming no error codes or visible damage. The customer was advised to send a video of the issue during an empty cycle for further assessment. The repair unit will be booked upon receipt of the video, and the engineer will contact the customer within two business days.

[Request] DONE TAG TO WG AND TASK

CNU251006479129

Surname : GRIZZLE

Mobile Number : 07956522911

Post Code : SW17 9TT

1st Line of Address :

Email Address : grizzelcolmina@gmail.com

Model # : F4X9009TBC.AEBQPUK

Serial # : 409PNVZ7E639

DOP : 02/10/2025

Retailer : CURRYS

[Customer Issues] WASHER REGISTRATION

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer attempting to register a washing machine for warranty coverage. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Serial Number: Instructed customer to locate the serial number on the washing machine by opening the door and checking for a sticker.

2. Collect Model and Serial Number: Customer provided model number and serial number for registration.

3. Confirm Purchase Details: Asked customer for purchase date and location; confirmed purchase from Curry's on October 2nd.

4. Create Account: Initiated account creation for registration; collected customer’s surname, mobile number, postcode, and address for verification.

5. Verify Email Address: Collected and verified customer’s email address for communication.

6. Consent for Communication: Asked customer for consent to receive communications regarding goods and services and future repair experiences; customer agreed.

7. Register Unit: Proceeded with the registration of the washing machine for the five-year warranty.

[Final Resolution]

• Washing machine registered for five-year warranty. Customer confirmed understanding of the registration process and will cancel the other warranty with Curry's. [Service Notes]
• N/A [Executive Summary] The customer contacted support to register a washing machine for warranty coverage. The agent guided the customer through the registration process, verifying the model and serial number, purchase details, and collecting necessary personal information. The registration was successfully completed for a five-year warranty, and the customer confirmed their intent to cancel an existing warranty with another provider. The agent provided clear instructions and ensured all details were accurately captured.

[AI Summary]

[Contact Reason]

• Customer attempting to register a washing machine for warranty. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Customer Information: Collected customer’s name, mobile number, and address for registration.

2. Locate Serial Number: Instructed customer to find the serial number on the washing machine door.

3. Confirm Purchase Details: Asked for the purchase date and location; confirmed purchase from Curry's on October 2.

4. Create Account: Initiated account creation for warranty registration.

5. Request Proof of Purchase: Informed customer about the need for a receipt and serial sticker for warranty registration.

6. Provide Upload Instructions: Explained how to upload documents via SMS link for registration.

7. Verify Document Submission: Checked if the customer successfully submitted the required documents.

[Final Resolution]

• Customer to send proof of purchase and serial sticker via SMS link. Agent will follow up with an email request for document submission. [Service Notes]
• Customer is older and prefers assistance with online processes. [Executive Summary] The customer contacted support to register a washing machine for warranty. The agent collected necessary information, including the serial number and purchase details. The agent explained the need for proof of purchase and provided instructions for document submission. The customer was advised to send the required documents via a link sent through SMS. The agent will follow up with an email request for the documents.

[Request] WILL REGISTER

CNU251006479847

Surname : HAMILTON

Mobile Number : 07494470085

Post Code : BB1 4LE

1st Line of Address : 3 Britannia Wharf Rishton Blackburn BB1 4LE

Email Address : lauracathamilton@yahoo.co.uk

Model # : FWY706GBTN1.AMBQPUK

Serial # : 411PNBMUW165

DOP : 07/02/2025

Retailer : CURRYS

[Customer Issues] Leaking from the underneath

No parking permit needed.

No error codes. No noise. Unit is properly balanced. Inlet and Outlet pipes doesn't have any visible damage or cuts. Cleaned the filter. Issue persists.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing leaking from the dryer after about half an hour of use. [Product Symptom]

• Symptom: Leaking from underneath the dryer after approximately 30 minutes of operation.
• Timeline/Duration: Issue occurs after 30 minutes of use.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased on February 7, 2025, from a retailer. [Agent Solutions]

1. Account Creation: Agent initiated account creation for customer assistance.

2. Serial Number Verification: Agent guided customer to locate the serial number on the washing machine.

3. Purchase Date Confirmation: Agent confirmed the purchase date as February 7, 2025.

4. Address Verification: Agent attempted to verify the customer's address and postcode.

5. Email Address Confirmation: Agent verified the customer's email address for communication.

6. Consent for Communication: Agent asked for consent regarding communication preferences, which were declined by the customer.

[Final Resolution]

• Account created for repair assistance. Customer declined communication via email and phone for service satisfaction. Next steps involve adding postcode to the system for repair scheduling. [Service Notes]
• Customer's address and postcode need to be added to the system for future reference. [Executive Summary] The customer reported a leaking issue with the dryer after 30 minutes of operation. The agent created an account for repair assistance and verified the purchase date and customer details. The customer declined consent for communication regarding service satisfaction. The postcode needs to be added to the system for scheduling repairs.

[AI Summary]

[Contact Reason]

• Customer experiencing leakage from dryer after 30 minutes of use. [Product Symptom]

• Symptom: Leakage from underneath the dryer after approximately 30 minutes of operation.
• Timeline/Duration: Began occurring a few weeks ago.
• Environment: Not Specified.
• Self-troubleshooting: Checked inlet and outlet pipes for visible damage; cleaned the filter.
• History: Purchased on February 7, 2025, from a retailer. [Agent Solutions]

1. Account Creation: Created an account for the customer to assist with repair.

2. Serial Number Verification: Customer provided serial number for the washing machine.

3. Purchase Date Confirmation: Confirmed purchase date as February 7, 2025.

4. Address Verification: Collected and verified customer’s address and postcode.

5. Email Confirmation: Verified customer’s email address for communication.

6. Inquiry on Leakage: Asked if there were any error codes or noises; confirmed no error codes and occasional rocking during wash.

7. Inlet/Outlet Check: Inquired about the condition of inlet/outlet pipes; customer confirmed no visible damage.

8. Filter Cleaning Confirmation: Confirmed customer had cleaned the filter.

[Final Resolution]

• Scheduled repair service pending postcode addition to the system. Customer will be contacted by engineers for appointment details. [Service Notes]
• Customer mentioned the dryer can rock during wash mode. [Executive Summary] The customer reported a leakage issue from the dryer after 30 minutes of use, which began a few weeks ago. The agent created an account and verified the serial number, purchase date, and customer details. The agent inquired about the condition of the unit, confirming no error codes and that the inlet/outlet pipes were undamaged. The filter was also cleaned. A repair service will be scheduled once the postcode is added to the system, and the customer will be contacted for appointment details.

[Request] DONE TO REQUEST TO ADD POST CODE, TASK AND WILL BOOK AFTER

CNU251006480088

Surname : HAMMOND

Mobile Number : 07483899920 / 07484724379

Post Code : B75 7RW

1st Line of Address : 80 Blakemore Drive, SUTTON COLDFIELD, WARWICKSHIRE, B75 7RW, GB

Email Address : hammond2580@gmail.com

Model # : FDT208W.ABWQMUK

Serial # : 403VOLH05624

DOP : 30/09/2024

Retailer : CURRYS

[Customer Issues] TUMBLE DRYER YESTERDAY

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports clothing caught in the back of the tumble dryer. [Product Symptom]

• Symptom: Clothing caught in the back of the drum, wrapped around the spindle.
• Timeline/Duration: Issue occurred yesterday.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased in September last year from Currys. [Agent Solutions]

1. Account Creation: Agent created an account for the customer to assist with repair.

2. Verification: Collected customer details including name, phone numbers, postal code, and email address for account setup.

3. Issue Confirmation: Confirmed the issue of clothing caught in the dryer drum.

4. Photo Request: Requested customer to take a photo of the affected area for technical verification.

5. Coordination: Agent planned to coordinate with technical experts for next steps.

[Final Resolution]

• Next steps involve verifying the issue with technical experts and obtaining approval for booking a repair. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding clothing caught in the back of the tumble dryer. The agent confirmed the issue and collected necessary customer information to create an account. A photo of the affected area was requested for technical verification. The agent will coordinate with technical experts to determine the next steps for repair.

[AI Summary]

[Contact Reason]

• Customer reports clothing caught in the back of the tumble dryer. [Product Symptom]

• Symptom: Clothing caught in the back of the drum, wrapped around the spindle.
• Timeline/Duration: Issue occurred yesterday.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased in September last year from Currys. [Agent Solutions]

1. Account Creation: Created an account for the customer to assist with repair.

2. Verification: Collected customer details including name, phone number, and address.

3. Issue Confirmation: Confirmed clothing caught in the back of the drum.

4. Photo Request: Requested customer to take a photo of the caught clothing for verification.

5. SMS Notification: Sent SMS with a case number for the customer to provide the photo.

6. Follow-up Coordination: Informed customer that the agent will call back after receiving the photo for further troubleshooting steps.

[Final Resolution]

• Customer to provide a photo of the caught clothing. Agent will follow up after receiving the photo to proceed with repair. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding clothing caught in the back of the tumble dryer. The agent created an account and verified the issue. A photo of the caught clothing was requested for further assessment. An SMS with a case number was sent to the customer for photo submission. The agent will follow up after receiving the photo to continue with the repair process.

[Request] DONE TASK WILL BOOK ONCE APPROVED BY TECH

CNU251006480974 RNU251006079873

Surname : COOKE

Mobile Number : 07828250522

Post Code : SO40 7GF

1st Line of Address : 342 Woodlands Road, Woodlands, SOUTHAMPTON, SO40 7GF, GB

Email Address : natcooke81@gmail.com

Model # : FWY706WWTN1.ABWQPUK

Serial # : 406PNPD0X904

DOP : 30/06/2024

Retailer : AO.COM

[Customer Issues] WASHER LONG TIME WASH

Customer is putting normal loads in the washer. Time is stuck in 19 mins for an hour. Unit is properly leveled. No error codes. No noise. No leakage. Units has a proper spacing in the sides and at the back. Customer says she cannot remove the filter at the bottom front she thinks there's something stock in there. Issue persists.

No parking permit needed. Customer is requesting for the soonest appointment.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports washing machine taking excessively long to complete cycles, particularly using the AI function. [Product Symptom]

• Symptom: Washing machine takes a very long time to complete cycles; specifically, the AI function shows 59 minutes but has been running since 09:00 and is still not finished.
• Timeline/Duration: Started at 09:00, currently still running, showing 19 minutes remaining for over an hour.
• Environment: Not Specified.
• Self-troubleshooting: Customer has not specified any troubleshooting steps taken.
• History: Purchased approximately one year ago, received as a gift. [Agent Solutions]

1. Account Creation: Created an account for the customer to assist with repair.

2. Serial Number Guidance: Instructed customer on locating the serial number on the washing machine.

3. Serial Number Verification: Verified the serial number provided by the customer.

4. Purchase Verification: Confirmed the unit was purchased online from AO.

5. Warranty Check: Noted the manufacturing date based on the serial number, indicating warranty status.

6. Load Size Inquiry: Asked about the load size being washed; customer confirmed it is a full load.

7. AI Function Explanation: Explained that the AI function adjusts the cycle time based on load weight, which may cause longer wash times.

8. Leveling Check: Inquired if the washing machine is properly leveled; customer confirmed it is stable and installed correctly.

9. Error Code Inquiry: Asked if any error codes were displayed; customer reported no error codes.

10. Filter Access Issue: Customer mentioned difficulty accessing the filter at the bottom of the machine.

[Final Resolution]

• Next steps include scheduling a technician visit to inspect the washing machine due to prolonged cycle times and filter access issue. [Service Notes]
• Customer's washing machine is installed in a stable environment with proper spacing. No error codes or leaks reported. [Executive Summary] The customer contacted support regarding a washing machine that takes excessively long to complete cycles, particularly with the AI function. The agent created an account and verified the serial number and purchase details. The customer reported that the machine has been stuck at 19 minutes for over an hour. The agent explained the AI function's operation and confirmed the machine is properly leveled with no error codes. A technician visit is scheduled to address the prolonged cycle time and filter access issue.

[AI Summary]

[Contact Reason]

• Customer experiencing prolonged washing cycles with washing machine. [Product Symptom]

• Symptom: Washing machine takes excessively long to complete cycles, specifically using the AI function which is supposed to take 59 minutes. Customer reported starting a wash at 09:00, and it was still running hours later, showing 19 minutes remaining for over an hour.
• Timeline/Duration: Started wash at 09:00, still running hours later.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased approximately one year ago, received as a gift. [Agent Solutions]

1. Account Creation: Created an account for customer to assist with repair.

2. Serial Number Verification: Customer provided serial number after locating it on the machine.

3. Purchase Verification: Confirmed purchase was made online through AO.

4. Load Size Inquiry: Asked about load size; customer confirmed it was a full load.

5. AI Function Explanation: Explained that the AI function adjusts cycle time based on load weight, which can cause longer cycles.

6. Leveling Check: Inquired if the machine was properly leveled; customer confirmed it was stable and installed correctly.

7. Error Code Inquiry: Asked if any error codes appeared; customer reported no error codes.

8. Filter Issue: Customer mentioned difficulty removing the filter; noted for technician.

9. Parking Permit Inquiry: Confirmed no parking permit needed for technician visit.

10. Repair Scheduling: Scheduled repair visit; informed customer they would receive a reference number via SMS.

[Final Resolution]

• Repair visit scheduled within two business days. Customer to receive reference number via SMS. [Service Notes]
• Customer cannot remove the filter from the bottom of the washing machine. [Executive Summary] Customer reported that the washing machine takes an excessively long time to complete cycles, particularly when using the AI function. The agent created an account, verified the serial number, and confirmed the purchase details. The agent explained the AI function's operation and checked for potential issues such as load size and leveling. A repair visit was scheduled, and the customer was informed they would receive a reference number via SMS. The agent documented the customer's inability to remove the filter for technician awareness.

[Request] DONE BOOKING SMS AND TASK

CNU250930437042

Surname : PATEL

Mobile Number : 07886570852

Post Code : HA0 4UT

1st Line of Address : 146 Chaplin Road, WEMBLEY, HA0 4UT, GB

Email Address : etiksha87@gmail.com

Model # : F6V1009WTSE.ABWQPUK

Serial # :111PNQE38732

DOP : 31/08/2022

Retailer : CURRYS

[Customer Issues] JOHN ANDREI CONCEPCION

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about the scheduled visit from an engineer for a repair. No confirmation received regarding the appointment time. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

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

2. Appointment Status Check: Agent checked the repair department's notes and confirmed no same-day repair was booked.

3. Coordination Attempt: Agent attempted to coordinate with the priority cities repair department for an appointment.

4. Clarification of Process: Agent explained the standard process for booking and engineer visits, indicating a misunderstanding from previous communication.

5. Complaint Registration: Agent offered to register a complaint regarding the inconvenience caused by the lack of communication and appointment confirmation.

[Final Resolution]

• Agent coordinated with the repair department for a follow-up. Customer requested a prompt call from the engineer. Appointment confirmation expected within two business days. [Service Notes]
• Customer expressed frustration over miscommunication regarding the appointment. Customer stayed home for the expected visit without confirmation. [Executive Summary] The customer contacted support regarding a scheduled engineer visit for a repair, expressing frustration over not receiving confirmation. The agent verified the account and checked the repair department's notes, finding no appointment booked. The agent attempted to coordinate with the repair department and clarified the booking process, acknowledging a misunderstanding from previous communication. The customer requested immediate contact from the engineer and expressed dissatisfaction with the situation. The agent registered a complaint and indicated that confirmation would be provided within two business days.

[Request] DONE DOCU AND TASK

Surname : ANONYMOUS

Mobile Number :

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER PF

506KWMK67267 F14A8YD5.ALSQEUK

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing error code APF on LG washing machine. Seeking assistance for repair options. [Product Symptom]

• Symptom: Error code APF displayed on washing machine.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Washing machine is over ten years old, under ten-year warranty for specific parts. [Agent Solutions]

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

2. Confirm Warranty Status: Agent confirmed the unit is over six years old; standard warranty applies only to specific parts.

3. Provide Repair Options: Agent informed customer that parts may not be available due to the age of the unit and offered to provide contact information for an authorized service center.

4. Discuss Payment for Service: Agent explained that repair would incur charges since the unit is out of warranty.

[Final Resolution]

• Provided contact information for authorized service center. Customer advised that repair would be chargeable. [Service Notes]
• Customer's washing machine is over ten years old. Warranty covers only the direct drive motor. Parts may not be available for older units. [Executive Summary] The customer contacted support regarding an error code APF on their LG washing machine. The agent verified the model and serial number, confirming the unit is over six years old and out of warranty for most parts. The agent provided the customer with contact information for an authorized service center, explaining that any repairs would incur charges. The customer accepted the information for further coordination.

[AI Summary]

[Contact Reason]

• Customer experiencing error code APF on LG washing machine. [Product Symptom]

• Symptom: Error code APF displayed on washing machine.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Washing machine is over ten years old, under ten-year warranty for specific parts. [Agent Solutions]

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

2. Check Warranty Status: Agent confirmed the unit is over six years old; standard warranty applies only to specific parts.

3. Provide Service Center Information: Agent offered contact details for authorized service centers for further assistance.

4. Explain Payment Responsibility: Agent informed customer that service would incur charges since the unit is out of warranty.

[Final Resolution]

• Provided contact numbers for authorized service centers. Customer acknowledged the information. [Service Notes]
• Customer's washing machine is over ten years old. Warranty covers only the direct drive motor. [Executive Summary] The customer contacted support regarding an error code APF on their LG washing machine. The agent verified the model and serial number, confirmed the warranty status, and provided contact information for authorized service centers. The customer was informed that any service would incur charges due to the unit being out of warranty. The customer accepted the provided information and thanked the agent for assistance.

[Request] DONE TASK

Surname :

Mobile Number : 07508918917

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] RUBBER SEAL CORRODING

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports disintegration of rubber seal on washing machine. Requests information on replacement and warranty coverage. [Product Symptom]

• Symptom: Rubber seal on washing machine disintegrating.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Extended warranty purchased, standard warranty expired. [Agent Solutions]

1. Warranty Explanation: Explained that the standard warranty covers manufacturing defects only, not damage to rubber seals.

2. Extended Warranty Clarification: Informed customer that the extended warranty covers only labor costs, not parts.

3. Cost Information: Provided cost for rubber seal replacement as £125.

[Final Resolution]

• Customer informed about charge for rubber seal replacement. Extended warranty covers labor only. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a disintegrating rubber seal on their washing machine and inquired about warranty coverage for replacement. The agent explained that the standard warranty covers only manufacturing defects and that the extended warranty purchased by the customer only covers labor costs. The cost for the rubber seal replacement was quoted at £125. The customer was made aware of these details regarding their warranty and the associated charges for the repair.

[AI Summary]

[Contact Reason]

• Customer reports disintegrating rubber seal on washing machine. Requests replacement. [Product Symptom]

• Symptom: Rubber seal on washing machine is disintegrating.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Extended warranty purchased, standard warranty expired. [Agent Solutions]

1. Warranty Explanation: Explained that the standard warranty covers manufacturing defects only, not damage to rubber seals.

2. Cost Information: Provided cost for rubber seal replacement as £125.

3. Extended Warranty Clarification: Clarified that the extended warranty is managed by the retailer, not LG.

4. Retailer Contact Information: Provided customer with retailer's contact number for warranty inquiries.

[Final Resolution]

• Customer advised to contact retailer for warranty coverage. Replacement seal chargeable. [Service Notes]
• N/A [Executive Summary] Customer contacted regarding a disintegrating rubber seal on the washing machine and requested a replacement. The agent explained that the standard warranty does not cover this type of damage and provided the cost for the replacement seal. The agent clarified that the extended warranty is managed by the retailer, not LG, and provided the customer with the retailer's contact information for further assistance. The customer was advised to reach out to the retailer for warranty inquiries.

[Request] DONE TASK

Surname :

Mobile Number : 07504107667

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER 6MONTS OLD METAL BUTTON DISLODGE SIDE SECTION INSIDE BETWEEN IN THE INNER AND OUTER DRUM

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquired about a dislodged metal button from clothing stuck inside the washing machine. [Product Symptom]

• Symptom: Metal button lodged between the inner and outer drum of the washing machine.
• Timeline/Duration: Six months since purchase.
• Environment: Not Specified.
• Self-troubleshooting: Attempted to dislodge the button using water.
• History: Washing machine is six months old. [Agent Solutions]

1. Initial Inquiry: Agent asked for the location of the button and confirmed it was under the drum.

2. Coordination with Technical Experts: Agent placed the customer on hold to consult technical experts regarding the issue.

3. Advice on Removal: Agent informed the customer that attempting to remove the button themselves could void the warranty and suggested using a magnet or a hook tool to retrieve it.

4. Engineer Service Inquiry: Agent provided information about the cost of sending an engineer for assistance, which is £125.

[Final Resolution]

• Customer advised to attempt retrieval of the button using a magnet or hook tool. Engineer service available for £125 if needed. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a metal button lodged in their washing machine, which is six months old. The agent confirmed the button's location and consulted technical experts for advice. The customer was advised against opening the unit to avoid voiding the warranty and was given suggestions for retrieval methods. An engineer service was offered at a cost of £125. The customer decided to attempt retrieval before considering the engineer service.

[AI Summary]

[Contact Reason]

• Customer inquiring about a dislodged metal button from clothing inside the washing machine. Seeking advice on how to proceed without damaging the machine. [Product Symptom]

• Symptom: Metal button dislodged and fallen inside the washing machine, specifically between the inner and outer drum.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Attempted to dislodge the button using water but was unsuccessful.
• History: Washing machine is approximately six months old. [Agent Solutions]

1. Initial Inquiry: Agent asked for the location of the button and confirmed it was inside the machine.

2. Coordination with Technical Experts: Agent coordinated with technical experts for advice on how to retrieve the button without damaging the machine.

3. Advice Provided: Agent informed the customer that attempting to retrieve the button themselves could void the warranty and suggested using a magnet or a small hook to try to retrieve it.

4. Engineer Service Inquiry: Agent provided information about the cost of sending an engineer for retrieval, which would be chargeable at 125 pounds.

5. Final Advice: Agent reiterated the importance of avoiding damage to the machine and suggested the customer could call back if further assistance was needed.

[Final Resolution]

• Customer advised to attempt retrieval using a magnet or small hook. Engineer service available for a fee if needed. Customer can call back for further assistance. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a metal button dislodged inside their washing machine. The agent confirmed the button's location and coordinated with technical experts for advice. The customer was advised to attempt retrieval using a magnet or small hook to avoid damaging the machine, as opening the unit could void the warranty. The agent also provided information about the cost of sending an engineer for assistance. The customer was encouraged to call back if further help was required.

[Request] DONE TASK

CNU251006482323

Surname : AMIT PATEL

Mobile Number : 07869140446

Post Code : HA5 4RT

1st Line of Address : 18 SCOT GROVE

Email Address : ajpmservices@sky.com

Model # : F4V709WTSE.ABWQPUK

Serial # : 108PNQE4Q716

DOP : 28/03/2022

Retailer : AO.COM

[Customer Issues] WASHER KNOB

No error codes. Customer needs to turn the knob at least 7 times before it changes the functions. Dial and control panel doesn't have any visible damage and o water drip on it. Unplugged and plug in. Issue persists.

No parking permit needed. Extended Warranty Number: P2022-03-28108PNQE4Q716. Customer is requesting for the soonest appointment.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing an issue with the washing machine knob. The knob skips functions and requires multiple turns to select the desired function. [Product Symptom]

• Symptom: Knob skips functions; requires several turns to change settings.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Under warranty; purchased from AO.com. [Agent Solutions]

1. Request for Video: Asked customer to provide a short video demonstrating the knob issue.

2. Verify Customer Information: Collected customer’s name, address, mobile number, and email for account verification.

3. Confirm Purchase Details: Inquired about the retailer and confirmed purchase from AO.com.

4. Account Update: Updated account with customer information for repair processing.

5. Confirmed Warranty Status: Noted that the washing machine is under warranty.

[Final Resolution]

• Customer to provide a video of the knob issue. Account updated for repair processing. [Service Notes]
• Customer's washing machine is under warranty. Requires video evidence of the issue for further action. [Executive Summary] The customer reported an issue with the washing machine knob, which skips functions and requires multiple turns to select the desired setting. The agent requested a short video to demonstrate the problem and collected necessary customer information for account verification. The washing machine is under warranty and was purchased from AO.com. The account has been updated to proceed with the repair process once the video is received.

[AI Summary]

[Contact Reason]

• Customer experiencing an issue with the washing machine knob. Knob skips functions and requires multiple turns to select the desired function. [Product Symptom]

• Symptom: Knob skips functions; requires several turns to change settings.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Unplugged the appliance and plugged it back in.
• History: Under warranty; purchased from AO.com. [Agent Solutions]

1. Request for Video: Asked customer to provide a short video demonstrating the knob issue.

2. Verify Customer Information: Collected customer’s name, address, mobile number, and email for account verification.

3. Confirm Purchase Details: Inquired about the retailer where the washing machine was purchased.

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

5. Inspect for Damage: Asked if there was any visible damage or water on the control panel; confirmed no damage.

6. Schedule Repair: Informed customer that repair would be scheduled within three business days due to priority city status.

[Final Resolution]

• Repair service scheduled for the washing machine. Customer to receive a call from the engineer within two business days to confirm the exact date and time of the visit. [Service Notes]
• Customer's location has no parking restrictions. Extended warranty noted for verification. [Executive Summary] The customer reported an issue with the washing machine knob, which skips functions and requires multiple turns to select the desired setting. The agent requested a video demonstration of the issue and verified customer information, confirming no error codes or visible damage. A repair service was scheduled, with the customer expected to receive a call from the engineer within two business days to confirm the appointment. The agent documented the customer's extended warranty and noted that there are no parking restrictions at the customer's location.

[Request] DONE WG TEMP AND TASK

CNU251006482517

Surname : FEATHER

Mobile Number : 07825877731

Post Code : RM3 8AJ

1st Line of Address : 92 WAVERLEY CRESCENT HAROLD HILL RM3 8AJ ROMFORD, RM3 8AJ, GB

Email Address : feather.m@ntlworld.com

Model # : F2C509GBTN1.AMBQPUK

Serial # : 312PNSV0P838

DOP : 24/02/2024

Retailer : CURRYS

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Inquiry about the procedure after an engineer's visit regarding a non-repairable unit. [Product Symptom]
• Symptom: Engineer attempted repairs on the unit but deemed it non-repairable. - Timeline/Duration: Engineer visited today; parts were replaced but unit still not functioning. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Not Specified. [Agent Solutions]

1. Verify Engineer's Visit: Confirmed engineer visited today and attempted repairs.

2. Check Engineer's Notes: Reviewed notes indicating parts were replaced but unit still not operational.

3. Inform Customer: Explained that the unit may need to be written off based on engineer's assessment.

[Final Resolution]

• Next steps to be determined based on the engineer's report; further action required regarding the unit's status. [Service Notes]
• N/A. [Executive Summary] The customer contacted support to inquire about the next steps after an engineer's visit, where the unit was deemed non-repairable. The agent verified the engineer's visit and reviewed the notes indicating that all parts had been replaced without success. The customer was informed that the unit may need to be written off, and further action will be determined based on the engineer's report.

[Request] DONE DOCU AND TASK

Surname :

Mobile Number : 01668214387

Post Code :

1st Line of Address :

Email Address :

Model # : F12C3QD.ABWQEUK

Serial # :

DOP : 07/01/2014

Retailer :

[Customer Issues] WASHER DRAIN PUMP DIED AND THEY REMOVE THE PUMP 3108EN1001-2

[Consultation contents] Customer will ring us back if he can find the drain pump he needed.

[Request] AICC IS NOT WORKING

CNU251006483388

Surname : CARNARIU

Mobile Number : 07776338314

Post Code : NN10 9JD

1st Line of Address : 140 Grangeway, RUSHDEN, NN10 9JD, GB

Email Address : marian.carnariu27@gmail.com

Model # : GSLD81PZRF.APZQLGT - his old unit

Serial # : 203TRJL33460

DOP : 15/08/2022

Retailer : CURRYS

[Customer Issues] Unit just came to the customer house today and he wanted to register it however since its a direct exchange we cannot.

[Consultation contents] Note: Unit is directly Exchange to us so the warranty from the last unit will just continue. If the customer will ring us back again. Please assists. Thank you.

[AI Summary]

[Contact Reason]

• Customer inquired about activating warranty for a replacement fridge received under warranty. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verification of Customer Details: Agent verified customer’s surname and postcode for warranty status.

2. Warranty Status Check: Agent checked the warranty status of the replacement unit.

3. Explanation of Warranty Continuation: Agent informed customer that the warranty from the previous unit continues for the replacement unit.

[Final Resolution]

• Warranty for the replacement fridge continues from the previous unit. No further action required from the customer. [Service Notes]
• N/A [Executive Summary] The customer contacted support to activate the warranty for a replacement fridge received under warranty. The agent verified the customer's details and checked the warranty status. It was confirmed that the warranty from the previous unit continues for the replacement unit, and no further action is required from the customer. The call concluded with the customer understanding the warranty situation.

[Request] DONE DOCU AND TASK

CNU251006483548

Surname : A FAS

Mobile Number : 07932883995

Post Code :

1st Line of Address :

Email Address :

Model # : F14U1FCN8.ABPQEUK

Serial # :

DOP : 14/12/2015

Retailer : CURRYS

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer calling about washing machine issue. Water not draining. [Product Symptom]

• Symptom: Water inside the washing machine is not draining.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased on December 14, 2015. [Agent Solutions]

1. Verify Purchase Date: Confirmed purchase date as December 14, 2015.

2. Request Details: Asked customer to explain the current issue with the washing machine.

3. Review Previous Interaction: Noted previous call regarding the same issue.

[Final Resolution]

• N/A - No Troubleshooting Steps Taken. [Service Notes]
• Customer mentioned being disabled, which may affect their ability to perform troubleshooting steps. [Executive Summary] The customer contacted support regarding a washing machine issue where water is not draining. The agent confirmed the purchase date and requested details about the problem. No troubleshooting steps were taken during this call. The customer indicated a previous interaction regarding the same issue and mentioned their disability, which may impact their ability to troubleshoot.

[AI Summary]

[Contact Reason]

• Customer calling about washing machine issue. Water not draining. Previous contact made about a week and a half ago. [Product Symptom]

• Symptom: Water inside the washing machine is not draining.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased on December 14, 2015. Warranty status mentioned as 10 years for the direct drive motor. [Agent Solutions]

1. Verify Purchase Date: Confirmed purchase date as December 14, 2015.

2. Explain Warranty Coverage: Informed customer that the 10-year warranty covers only the direct drive motor, not engineer visits.

3. Discuss Repair Options: Explained that since the unit is over six years old, an engineer cannot be sent from the agent's side.

4. Provide Engineer Contact: Offered to send the contact number for authorized service centers directly to the customer via SMS.

[Final Resolution]

• Agent provided engineer's contact number to the customer via SMS. No engineer visit scheduled due to warranty limitations. [Service Notes]
• Customer has a disability, making it difficult to perform troubleshooting. - Customer expressed urgency for assistance before warranty expiration in December. [Executive Summary] The customer contacted support regarding a washing machine that is not draining. The agent confirmed the purchase date and explained that the 10-year warranty only covers the direct drive motor, not engineer visits, due to the unit being over six years old. The agent provided the customer with the contact number for authorized service centers and sent it via SMS. The customer expressed the need for assistance before the warranty expiration but was informed that no engineer could be sent from the agent's side.

[Request] DONE DOCU, TASK AND SMS

CNU251006483756

Surname : HAIRSINE

Mobile Number : 07702709311

Post Code : HU12 9QH

1st Line of Address : 2 Plumtree Road, HULL, HU12 9QH, GB

Email Address : samhairsine@aol.com

Model # : F4V510WSE.ABWQWUK

Serial # : 202PWVKMC967

DOP : 01/08/2022

Retailer : CURRYS

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about repair service for washing machine. Multiple companies scheduled but failed to show up. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Repair Status: Checked the repair status and confirmed it is still pending, booked for the 25th.

2. Confirm Company Details: Inquired about the companies scheduled for repair; customer reported three different companies contacted, all stating they do not service the washing machine.

3. Clarify Product Type: Confirmed with the customer that the washing machine is not commercial.

[Final Resolution]

• Repair service needs to be rescheduled. Further assistance required to ensure a reliable service provider is assigned. [Service Notes]
• Customer has experienced repeated issues with scheduled repairs. Multiple companies have failed to show up, causing frustration. [Executive Summary] The customer contacted support regarding ongoing issues with the repair of their washing machine, stating that multiple companies scheduled to fix it have not shown up. The agent verified the repair status, confirming it is pending and scheduled for the 25th. The customer expressed frustration over the lack of reliable service providers, as three different companies have claimed they do not service the washing machine. The next steps involve rescheduling the repair service with a reliable provider.

[AI Summary]

[Contact Reason]

• Customer inquiring about the status of washing machine repair. Multiple companies scheduled but none arrived. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Customer Information: Customer's surname and postcode were verified.

2. Check Repair Status: Confirmed repair was still pending, originally booked for the 25th.

3. Coordinate with Repair Department: Agent attempted to coordinate with the repair department for updates on the engineer's schedule.

4. Transfer to Service Desk: Agent informed customer of the need to transfer to the service desk for further assistance regarding rescheduling.

[Final Resolution]

• Transfer to service desk for proper assistance with repair scheduling. [Service Notes]
• Customer is a foster carer with urgent need for washing machine repair due to high volume of laundry. [Executive Summary] The customer contacted support regarding the ongoing issues with the washing machine repair, expressing frustration over multiple missed appointments by different companies. The agent verified the customer's information and checked the repair status, confirming it was still pending. The agent coordinated with the repair department and decided to transfer the customer to the service desk for further assistance. The customer highlighted the urgency of the situation due to their responsibilities as a foster carer.

[AI Summary]

[Contact Reason]

• Customer inquiring about the status of washing machine repair. Multiple companies scheduled but none arrived. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Customer Information: Customer's surname and postcode were verified.

2. Check Repair Status: Confirmed repair was still pending, originally booked for the 25th.

3. Coordinate with Repair Department: Agent attempted to coordinate with the repair department for updates on the engineer's schedule.

4. Transfer to Service Desk: Agent informed customer of the need to transfer to the service desk for further assistance regarding rescheduling.

[Final Resolution]

• Transfer to service desk for proper assistance with repair scheduling. [Service Notes]
• Customer is a foster carer with urgent need for washing machine repair due to high volume of laundry. [Executive Summary] The customer contacted support regarding the ongoing issues with the washing machine repair, expressing frustration over multiple missed appointments by different companies. The agent verified the customer's information and checked the repair status, confirming it was still pending. The agent coordinated with the repair department and decided to transfer the customer to the service desk for further assistance. The customer highlighted the urgency of the situation due to their responsibilities as a foster carer.

[Request] DONE DOCU AND TASK

CNU251004469367

Surname : HUTSON

Mobile Number : 07923006090

Post Code : CT2 7TB

1st Line of Address : 59 Pine Tree Avenue, CANTERBURY, CT2 7TB, GB

Email Address : skunky1409@gmail.com

Model # : LSWD100E.ABWQKUK

Serial # : 306KWXD00370

DOP : 05/03/2025

Retailer : DOMESTIC AND GENERAL SERVICES LTD

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about a repair for a washing machine dryer. Engineer did not arrive as scheduled. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Account: Checked customer account details and repair status.

2. Confirm Engineer Status: Informed customer that the engineer was supposed to arrive today.

3. Provide Manager Contact: Offered to provide the contact number for a manager.

[Final Resolution]

• Provided manager's contact number. Customer expressed dissatisfaction with service delays. [Service Notes]
• Customer has two autistic children. Previous repair appointment missed. [Executive Summary]
• Customer contacted support regarding a missed repair appointment for a washing machine dryer. The agent verified the account and confirmed that the engineer was not coming as scheduled. The customer expressed frustration over the delays, especially given their family situation. The agent provided the contact number for a manager to address the customer's concerns.

[AI Summary]

[Contact Reason]

• Inquiry about repair appointment status and concerns regarding multiple missed appointments. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Appointment: Checked the status of the repair appointment scheduled for October 9.

2. Review History: Confirmed multiple previous appointments were missed without proper notification.

3. Request Follow-Up: Offered to send a request to the repair department to ensure the technician arrives on the scheduled date.

[Final Resolution]

• Request sent to repair department for confirmation of technician's visit on October 9. Customer advised of the follow-up. [Service Notes]
• Customer has experienced multiple missed appointments. Needs assurance for the upcoming appointment. [Executive Summary] The customer contacted support regarding the status of a repair appointment, expressing frustration over multiple missed appointments. The agent verified the upcoming appointment scheduled for October 9 and acknowledged the customer's concerns about previous failures to attend. A request was made to the repair department to ensure the technician's presence on the scheduled date. The customer was informed of the follow-up request to avoid further inconvenience.

[AI Summary]

[Contact Reason]

• Inquiry about repair status and concerns regarding multiple missed appointments. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Repair Status: Checked the repair status and confirmed it is scheduled for October 9.

2. Acknowledge Customer Concerns: Listened to the customer's frustrations regarding previous missed appointments and lack of communication.

3. Request Email to Repair Department: Offered to send an email to the repair department to ensure the technician arrives on the scheduled date.

4. Discuss Compensation: Explained that compensation for delays is subject to review and is applicable if repairs exceed 14 days.

[Final Resolution]

• Scheduled repair for October 9. Agent will send an email to ensure technician attendance. Compensation review noted. [Service Notes]
• Customer has experienced multiple missed appointments. Urgent need for a washing machine due to family requirements. [Executive Summary] The customer contacted regarding the status of a repair, expressing frustration over multiple missed appointments. The agent confirmed the next appointment is scheduled for October 9 and offered to email the repair department to ensure the technician's attendance. The agent also discussed potential compensation for the delays, which is subject to review. The customer emphasized the urgency of the situation due to family needs. The agent acknowledged the concerns and assured follow-up actions.

[Request] DONE DOCU, REUESTING TO SEND EMAIL AND TASK

CNU251006484544

Surname : RAZAQ

Mobile Number : 07828153707

Post Code : BD5 9DY

1st Line of Address : 9 Newforth Grove, BRADFORD, YORKSHIRE, BD5 9DY, GB

Email Address : razaqajmal@gmail.com

Model # : FCV309WNE.ABWQPUK

Serial # : 307PNYU4Q266

DOP : 31/07/2023

Retailer : CURRYS

[Customer Issues] WASHER DRUM SOMETIMES NOT WORKING DRUM NOT GOING AROUND AND SOMETIMES IT IS WORKING.

Fazana Hadjmal

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing issues with washing machine. Drum not functioning properly. [Product Symptom]

• Symptom: Washing machine intermittently not working; drum not moving during cycles.
• Timeline/Duration: Issue has been occurring for about a week.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased approximately two years ago; warranty status unclear, possibly out of warranty. [Agent Solutions]

1. Account Creation: Agent created an account for the customer to assist with repair.

2. Verification of Purchase: Agent confirmed purchase date as around July 2023 based on serial number.

3. Warranty Status Check: Agent informed customer that warranty may have expired unless purchased with a five-year guarantee.

4. Symptom Clarification: Agent asked for details about the washing machine's operation; customer confirmed drum sometimes does not move and cycles do not complete.

5. Error Code Inquiry: Agent inquired if customer noticed any error codes; customer confirmed no error codes displayed.

[Final Resolution]

• Customer informed about potential warranty status. Next steps involve further troubleshooting or repair service scheduling. [Service Notes]
• Customer's washing machine issue may require technician assessment. Warranty status needs clarification based on purchase details. [Executive Summary] The customer contacted support regarding a malfunctioning washing machine, specifically issues with the drum not moving and cycles not completing. The agent created an account for the customer and verified the purchase date, indicating potential warranty expiration. The customer reported the issue has persisted for about a week, with no error codes displayed. Next steps involve determining warranty coverage and possibly scheduling a repair service.

[AI Summary]

[Contact Reason]

• Customer experiencing issues with washing machine. Drum not functioning properly. [Product Symptom]

• Symptom: Washing machine intermittently not working; drum not moving during wash cycles.
• Timeline/Duration: Issue has been occurring for about a week.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased approximately two years ago; warranty status unclear. [Agent Solutions]

1. Account Verification: Attempted to verify customer account using serial number; no account found.

2. Account Creation: Offered to create an account for the customer to assist with repair.

3. Information Gathering: Collected customer details including name, email, phone number, and address for account creation.

4. Warranty Inquiry: Discussed warranty status; determined washing machine may be out of warranty based on purchase date.

5. Issue Clarification: Asked customer about specific symptoms; confirmed drum not moving and intermittent operation.

6. Warranty Explanation: Explained standard warranty terms and advised customer to check with retailer for extended warranty.

7. Authorization Offer: Offered to authorize customer's wife to access the account for further assistance.

8. Next Steps: Suggested customer obtain proof of purchase from retailer for warranty verification.

[Final Resolution]

• Customer advised to obtain proof of purchase from retailer for warranty verification. Agent offered to authorize customer's wife for account access. [Service Notes]
• Customer mentioned washing machine is essential for frequent laundry needs. [Executive Summary] The customer contacted support regarding issues with their washing machine, specifically that the drum is not functioning properly and the machine is intermittently not working. The agent attempted to verify the customer's account but found no records associated with the provided serial number. An account was created for the customer, and warranty status was discussed, indicating the machine may be out of warranty. The agent clarified the need for proof of purchase from the retailer to verify warranty coverage and offered to authorize the customer's wife for account access. The customer was advised to follow up with the retailer for further assistance.

[Request] DONE DOCU AND TASK

CNU251006485471

Surname : EGNEW

Mobile Number : 07814393106

Post Code : KA8 0RX

1st Line of Address :

Email Address : david.egnew3@btinternet.com

Model # : GSLD81PZRD

Serial # : 507TRAR6T304

DOP : 05/10/2025

Retailer : CURRYS

[Customer Issues] FRIDGE WARRANTY

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer looking to activate the ten-year warranty on a new LG American fridge freezer. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Purchase Date: Confirmed purchase date as October 5, 2025.

2. Confirm Purchase Location: Customer purchased from Currys website.

3. Locate Model Number: Instructed customer to check inside the fridge door for model number.

4. Model Number Verification: Customer provided model number; agent confirmed receipt.

5. Serial Number Verification: Customer provided serial number; agent confirmed receipt.

6. Warranty Explanation: Explained that the ten-year warranty is automatic for the compressor, while parts and labor have a standard two-year warranty.

7. Customer Information Collection: Collected customer’s surname, mobile number, postcode, address, and email for account setup.

8. Consent for Communication: Asked customer if they consent to receive emails about goods and services and satisfaction surveys; both answered yes.

[Final Resolution]

• Warranty registration initiated; customer informed about warranty details. [Service Notes]
• N/A [Executive Summary] The customer contacted support to activate the ten-year warranty for a newly purchased LG fridge freezer. The agent verified the purchase date and location, assisted the customer in locating and confirming the model and serial numbers, and explained the warranty details. Customer information was collected for account setup, and consent for communication was obtained. The warranty registration process was initiated successfully.

[AI Summary]

[Contact Reason]

• Customer looking to activate the ten-year warranty on a new LG American fridge freezer. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Purchase Date: Confirmed purchase date as October 5, 2025.

2. Confirm Purchase Location: Customer purchased from Currys website.

3. Locate Model Number: Instructed customer to check inside the fridge door for model number.

4. Model Number Verification: Customer provided model number; agent confirmed it.

5. Serial Number Verification: Customer provided serial number; agent confirmed it.

6. Explain Warranty Details: Explained that the ten-year warranty is automatic for the compressor only; standard two-year warranty for parts and labor.

7. Collect Customer Information: Gathered customer’s surname, mobile number, postcode, address, and email for account registration.

8. Confirm Customer Consent: Asked customer if they consent to receive emails and satisfaction surveys; customer agreed.

9. Document Registration: Registered the unit in the system, confirming standard two-year warranty for parts and labor.

10. Offer Reference Number: Offered to send reference number via email; customer accepted.

[Final Resolution]

• Unit registered with standard two-year warranty. Reference number to be emailed to the customer. [Service Notes]
• N/A [Executive Summary] The customer contacted support to activate the ten-year warranty for a new LG fridge freezer purchased on October 5, 2025. The agent verified the purchase details and explained the warranty coverage, clarifying that the ten-year warranty applies only to the compressor. The agent collected necessary customer information for account registration and confirmed the standard two-year warranty for parts and labor. The customer requested a reference number, which will be sent via email.

[Request] DONE DOCU AND TASK

Surname :

Mobile Number : 07773484171

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer : CURRYS

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about installation and damage to the machine during delivery. [Product Symptom]
• Symptom: Damage to the machine during installation; sticker placed over dent. - Timeline/Duration: Delivered on Saturday morning. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Paid for installation and removal of old machine. [Agent Solutions]

1. Inquiry about Delivery Date: Agent asked when the unit was delivered.

[Final Resolution]

• Customer advised to speak to couriers regarding the damage. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding damage to their machine during installation. The agent inquired about the delivery date, which was Saturday morning. The customer was advised to speak to the couriers about the damage. No further troubleshooting steps were taken as the issue pertains to courier service.

[AI Summary]

[Contact Reason]

• Customer inquiring about installation and damage to the machine during delivery. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Inquiry about Delivery Date: Asked customer when the unit was delivered.

2. Provided Courier Contact Information: Gave customer the direct customer service number for the courier.

[Final Resolution]

• Customer advised to contact courier directly regarding the damage. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding issues with installation and damage to the machine during delivery. The agent confirmed the delivery date and provided the customer with the direct contact number for the courier's customer service. The customer was advised to reach out to the courier for further assistance regarding the damage. No technical troubleshooting was performed as the inquiry was non-technical in nature.

[Request] DONE TASK

CNU251006485949

Surname : RICKWOOD

Mobile Number : 07738352638 / 07834060479

Post Code : DA13 9DN

1st Line of Address :

Email Address : paul372@btinternet.com

Model # : F4Y509GBLN1

Serial # : 311PNFVOT358

DOP : 26/01/2024

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] WASHER ED4

Customer is using fairy liquid softener. Cleaned the dispenser drawer. Softener is not exceeding the max line. Customer has a mild softener not the thick one. Inlet hose doesn't have kinked or damage. Unit is properly leveled. Issue persists.

No parking permit needed. Customer is requesting for the soonest appointment.

Ms. Amie

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing error code ED4 on washing machine. Not dispensing liquid properly. [Product Symptom]

• Symptom: Error code ED4 indicating dispenser issue. Liquid softener not dispensing.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Customer cleaned dispenser drawer, performed cleaning cycle multiple times, checked softener levels.
• History: Purchased on January 26, 2024, still under warranty. [Agent Solutions]

1. Verify Error Code: Confirmed error code ED4 related to dispenser issue.

2. Inquire about Softener: Asked customer about type of softener used; confirmed liquid softener (Fairy) is appropriate.

3. Cleaning Cycle: Suggested cleaning dispenser drawer to remove residue; customer confirmed this was done.

4. Check Softener Level: Inquired if softener level was below max line; customer confirmed it was empty.

5. Check Inlet Hose: Asked if inlet hose was bent or crushed; customer confirmed it was fine.

6. Verify Leveling: Confirmed washing machine is properly leveled.

7. Suggest Test Cycle: Advised customer to run a cycle without softener to check if error persists.

8. Account Creation: Initiated account creation for customer to facilitate repair process.

[Final Resolution]

• Customer to run a test cycle without softener. Agent to create an account for repair scheduling. Customer will send photo of error code for further assistance. [Service Notes]
• N/A [Executive Summary] Customer reported error code ED4 on washing machine, indicating a dispensing issue with liquid softener. The agent confirmed the error code and inquired about the type of softener used, which was appropriate. The customer had already performed cleaning cycles and checked the softener level and inlet hose. The agent suggested running a test cycle without softener to see if the error persists and initiated account creation for repair scheduling. The customer will send a photo of the error code for further assistance.

[AI Summary]

[Contact Reason]

• Customer experiencing error code ED4 on washing machine. Not dispensing fabric softener properly. [Product Symptom]

• Symptom: Error code ED4 indicating dispenser issue; fabric softener not dispensing.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Customer cleaned dispenser drawer, performed cleaning cycle, checked softener level, and verified inlet hose condition.
• History: Purchased on January 26, 2024; still under warranty. [Agent Solutions]

1. Verify Error Code: Confirmed error code ED4 related to dispenser malfunction.

2. Inquire about Softener: Asked customer about type of softener used; confirmed liquid softener (Fairy) is appropriate.

3. Cleaning Cycle: Suggested running a cleaning cycle to remove residue; customer confirmed this was done.

4. Check Softener Level: Inquired if softener level was below max line; customer confirmed it was empty after cleaning.

5. Inspect Inlet Hose: Asked about the condition of the inlet hose; customer confirmed it was not bent or crushed.

6. Verify Leveling: Confirmed washing machine is properly leveled; customer confirmed no rocking during operation.

7. Suggest Test Cycle: Advised customer to run a cycle without softener to check if error code persists.

8. Create Account: Initiated account creation for customer to facilitate repair process.

9. Schedule Repair: Informed customer that repair will be booked with priority cities repair department; engineer will contact within two business days.

[Final Resolution]

• Repair service scheduled; customer to run test cycle without softener. Engineer will contact within two business days for visit confirmation. [Service Notes]
• Customer has cleaned dispenser and checked inlet hose. Error code persists despite troubleshooting. [Executive Summary] Customer reported error code ED4 on washing machine, indicating a dispenser issue with fabric softener not dispensing. The agent confirmed the error code and inquired about the type of softener used, which was appropriate. Several troubleshooting steps were taken, including cleaning the dispenser and checking the inlet hose. A repair service was scheduled, and the customer was advised to run a test cycle without softener. The engineer will contact the customer within two business days to confirm the visit.

[Request] DONE WG TEMP BOOK AND TASK

Surname :

Mobile Number : 07368355644

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP : 03/10/2025

Retailer : AO.COM

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports an issue with a newly purchased LG washing machine. [Product Symptom]

• Symptom: Problem with the drum catch.
• Timeline/Duration: Unit delivered on Friday, issue reported immediately.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Unit is one week old. [Agent Solutions]

1. Assessment of Return Period: Informed customer about the 28-day return period for the unit.

2. Recommendation for Replacement: Advised customer to return the unit to the retailer due to the issue with the drum catch.

3. Clarification on Repair Policy: Explained that repairing the unit would void the replacement option.

[Final Resolution]

• Customer advised to return the washing machine for replacement due to the drum catch issue. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding an issue with the drum catch of a newly delivered LG washing machine. The agent confirmed the unit was only a week old and informed the customer about the 28-day return policy. The agent recommended returning the unit to the retailer for replacement instead of repair, as repairs would void the replacement option. The customer was guided on the next steps to take regarding the return.

[AI Summary]

[Contact Reason]

• Customer reports issue with newly purchased LG washing machine. Drum catch malfunctioning. [Product Symptom]

• Symptom: Drum catch issue; drum makes scraping noise, appears out of alignment during rotation.
• Timeline/Duration: Unit delivered on Friday, issue noticed immediately.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Unit is one week old, purchased from AO. [Agent Solutions]

1. Return Period Confirmation: Informed customer about the 28-day return period for the unit.

2. Repair vs. Replacement Explanation: Explained that repair by LG engineers may void replacement options with AO.

3. Return Process Guidance: Advised customer to contact AO for return and replacement, emphasizing the need to mention the issue and that the unit is within the return period.

4. Coordination Suggestion: Suggested customer coordinate with AO directly for authorization and details.

[Final Resolution]

• Customer advised to return the unit to AO for replacement. No immediate troubleshooting steps taken due to return policy. [Service Notes]
• N/A [Executive Summary] Customer contacted regarding a malfunctioning LG washing machine, specifically a drum catch issue noticed immediately upon delivery. The agent confirmed the unit is within the return period and advised the customer to return it to AO for replacement instead of repair. The agent provided guidance on the return process and suggested direct coordination with AO for authorization. No troubleshooting steps were taken as the focus was on the return policy.

[Request] DONE TASK

CNU251006486316

Surname : GARCIA

Mobile Number : 07763239612

Post Code : KA10 6ND

1st Line of Address : 4 Morven Crescent, TROON, KA10 6ND, GB

Email Address : garcia.jannetp@gmail.com

Model # : GBV5240CEP.AEPQLGT

Serial # : 505TRTX4G681

DOP : 02/10/2025 DELIVERED 29/09/2025

Retailer : JOHN LEWIS

[Customer Issues] FRIDGE

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about warranty registration for a new fridge freezer. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Model Number Verification: Customer provided model number LG GB5240CEP.

2. Serial Number Guidance: Agent instructed customer to locate serial number inside the fridge door.

3. Serial Number Confirmation: Customer provided serial number 505TRTX4G68

5. Purchase Date Inquiry: Agent asked for purchase date; customer mentioned delivery on October 2nd and possible purchase on September 29th or 30th.

6. First Call Confirmation: Agent confirmed this is the customer's first call regarding LG appliances.

7. Account Creation: Agent initiated account creation for warranty registration.

8. Personal Information Collection: Agent collected customer's surname, mobile number, postcode, address, and email for registration.

9. Consent for Communication: Agent asked for consent regarding marketing communications; customer declined.

10. Warranty Registration: Agent confirmed registration of the unit for a five-year warranty, including an additional three years promotional warranty.

[Final Resolution]

• Warranty registered for five years with an additional three years promotional coverage. Customer provided necessary information for registration. [Service Notes]
• N/A [Executive Summary] The customer contacted support to register a warranty for a new fridge freezer. The agent verified the model and serial numbers, collected personal information for account creation, and confirmed this was the customer's first call regarding LG appliances. The warranty was successfully registered for five years, with an additional three years promotional coverage. The customer declined marketing communications.

[AI Summary]

[Contact Reason]

• Customer inquiring about warranty registration for a new fridge freezer. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Model Number: Customer provided model number LG GB5240CEP.

2. Request Serial Number: Agent instructed customer to locate serial number inside the fridge door.

3. Confirm Serial Number: Customer provided serial number 505TRTX4G68

5. Inquire Purchase Date: Agent asked for purchase date; customer mentioned delivery on October 2nd and possible purchase on September 29th.

6. Confirm First Call: Agent confirmed this is the customer's first call regarding LG appliances.

7. Create Account: Agent initiated account creation for warranty registration.

8. Collect Personal Information: Agent gathered customer’s surname, mobile number, postcode, address, and email for registration.

9. Confirm Consent: Agent asked for consent regarding marketing communications; customer declined.

10. Register Warranty: Agent registered the unit for a five-year warranty, confirming promotional warranty extension.

11. Provide Case Number: Agent provided case number 363-16-3166 for warranty registration.

12. Send Confirmation SMS: Agent sent a confirmation SMS to the customer’s mobile number.

13. Explain Next Steps: Agent informed customer to expect warranty confirmation via email in 10-14 weeks.

[Final Resolution]

• Warranty registered successfully. Customer received confirmation SMS. Awaiting email confirmation in 10-14 weeks. [Service Notes]
• N/A [Executive Summary] The customer contacted support to register a warranty for a new fridge freezer. The agent verified the model and serial numbers, collected personal information, and confirmed the warranty registration for five years. A case number was provided, and the customer received a confirmation SMS. The customer was informed to expect an email confirmation within 10-14 weeks. All necessary information was documented, and the call concluded successfully.

[Request] DONE REGISTERING SMS AND TASK

CNU251006486463 RNU251006079657

Surname : STOKES

Mobile Number : 07714616276

Post Code : G32 7HN

1st Line of Address : Site 1 303 Old Shettleston Road GLASGOW, G32 7HN, GB

Email Address : kirsty.crichton@hotmail.co.uk

Model # : GSL961PZJV.APZQLGU

Serial # : 009TRLV3R272

DOP : 30/09/2020

Retailer : CURRYS

[Customer Issues] 1ST ENGINER FAN AND REGAS 2ND ENGINER CHANGE THE CIRCUIT BOARD

£215.00 PAY ID: [8967622253]

No parking permit needed. Recall job. Customer is requesting for the soonest appointment. Customer have cancer and her husband is disabled. PAY ID: [8967622253]

Freezer -24 and Fridge 6. Customer is saying when they put the fridge temperature is 3 degrees it goes 6 degrees. Issue persist after the repair .

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing ongoing cooling issues with the refrigerator. Previous engineers have attempted repairs without success. [Product Symptom]

• Symptom: Freezer not freezing, no ice production, refrigerator not cooling adequately.
• Timeline/Duration: Ongoing issue; multiple engineer visits.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Two engineers have visited; first engineer replaced a fan and indicated the need for refrigerant and compressor; second engineer replaced a circuit. [Agent Solutions]

1. Account Verification: Verified customer account using provided name and postcode.

2. Repair Status Check: Checked repair history and noted that the last engineer visit was three days ago with a diagnosis of PCB change.

3. Coordination with Repair Department: Coordinated with the repair department for further assistance due to ongoing cooling issues.

[Final Resolution]

• Agent to coordinate with repair department for further action. Follow-up needed due to unresolved cooling issues. [Service Notes]
• Customer has a ten-year warranty on the compressor. Multiple engineer visits have not resolved the issue. [Executive Summary] The customer reported persistent cooling problems with their refrigerator, specifically that the freezer is not freezing and the fridge is not cooling properly. Two engineers have previously attempted repairs, with one replacing a fan and suggesting refrigerant and compressor needs, while the other replaced a circuit. The agent verified the customer's account and checked the repair history, confirming the last visit was three days ago. The agent is coordinating with the repair department for further assistance due to the unresolved issues.

[AI Summary]

[Contact Reason]

• Customer experiencing ongoing issues with a refrigerator. Previous engineers have attempted repairs without success. Customer seeking further assistance. [Product Symptom]

• Symptom: Freezer not freezing, fridge not cooling properly. Freezer temperature at 24 degrees, fridge at 6 degrees.
• Timeline/Duration: Ongoing issue after multiple engineer visits.
• Environment: Not Specified.
• Self-troubleshooting: Customer attempted to adjust temperature settings.
• History: Previous repairs included fan replacement, PCB change, and diagnosis of compressor needing gas. [Agent Solutions]

1. Verify Account: Confirmed customer account details.

2. Review Repair History: Checked previous engineer notes and confirmed ongoing cooling issues.

3. Temperature Check: Inquired about current temperatures of fridge and freezer.

4. Coordinate with Repair Department: Agent coordinated with repair department for further action.

5. Request Appointment: Agent requested a new appointment for further inspection.

6. Collect Contact Information: Gathered customer’s email and mobile number for follow-up.

7. Inform Customer: Explained that an SMS confirmation would be sent regarding the appointment.

[Final Resolution]

• Appointment request submitted for further inspection. Customer to receive SMS confirmation with reference number. Engineers will contact within two business days for scheduling. [Service Notes]
• Customer has health concerns; requires timely resolution. Previous repairs have not resolved the issue. Compressor under warranty. [Executive Summary] The customer reported ongoing issues with their refrigerator, specifically that the freezer is not freezing and the fridge is not cooling adequately. Multiple engineers have visited without resolving the problem. The agent verified the account, reviewed repair history, and checked current temperatures. A new appointment was requested, and the customer will receive an SMS confirmation. The customer expressed urgency due to health concerns and previous repair frustrations. The agent assured the customer that the issue would be escalated for prompt resolution.

[Request] DONE BOOKING SMS AND TASK

CNU251006486618

Surname : JONES

Mobile Number : 07793068042

Post Code : L31 6BQ

1st Line of Address : 219 Northway Maghull, LIVERPOOL, L31 6BQ, GB

Email Address : 321davjones@gmail.com

Model # : F4C510GBTN1.AMBQWUK

Serial # : 410PWDEMB210

DOP : 05/10/2024

Retailer : CURRYS

[Customer Issues] WASHER INSIDE OF THE GASKET

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports mold on the seal around the drum of the washing machine. Requests assistance. [Product Symptom]

• Symptom: Moldy seal around the drum of the washing machine.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Under warranty, extended five-year warranty. [Agent Solutions]

1. Video Call Offer: Agent offered to assist via video call to visually assess the issue.

2. Account Verification: Agent requested customer to verify surname and postcode for account access.

[Final Resolution]

• Video call scheduled for further assessment of the mold issue. [Service Notes]
• N/A. [Executive Summary] The customer contacted LG customer service regarding mold on the seal of their washing machine, which is still under warranty with an extended five-year warranty. The agent offered to assist via a video call to better understand the issue and requested account verification details from the customer. A video call was agreed upon to assess the situation further.

[AI Summary]

[Contact Reason]

• Customer experiencing mold on the gasket of the washing machine. Requesting assistance and potential replacement. [Product Symptom]

• Symptom: Mold present inside the gasket of the washing machine.
• Timeline/Duration: Not specified.
• Environment: Not specified.
• Self-troubleshooting: Customer attempted to scrub the mold with a brush but was unsuccessful.
• History: Washing machine is under warranty, including an extended five-year warranty. [Agent Solutions]

1. Verify Account: Customer's account verified using surname and postcode.

2. Document Issue: Agent documented the mold issue on the gasket.

3. Request Video Call: Agent sent an SMS for the customer to access the camera for a video call.

4. Discuss Mold Issue: Customer explained the mold is persistent and cannot be cleaned.

5. Warranty Explanation: Agent informed the customer that the gasket is not covered under warranty as it is considered an accessory.

6. Provide Replacement Cost: Agent quoted £125 for gasket replacement.

[Final Resolution]

• Customer declined the replacement due to cost. No further troubleshooting steps taken. [Service Notes]
• Customer expressed dissatisfaction with warranty coverage and indicated a decision not to purchase LG products in the future. [Executive Summary] The customer contacted support regarding mold on the washing machine gasket, which is under warranty. The agent verified the account and documented the issue, then explained that the gasket is not covered under warranty and quoted £125 for replacement. The customer declined the offer, expressing frustration with the warranty policy and indicating they would not purchase LG products again. No further actions were agreed upon.

[Request] DONE DOCU AND TASK

CNU251006486761

Surname : SARMOTTA

Mobile Number : 07450573350

Post Code : E7 9DF

1st Line of Address : Flat 89 Gladys Dimson House, Magpie Close, LONDON, E7 9DF, GB

Email Address : parms2025@yahoo.com

Model # : FWY706GBTN1.AMBQPUK

Serial # : 503PNTFH5649

DOP : 17/06/2025

Retailer : CURRYS

[Customer Issues] ENGINEER VISIT WASHER RNU250909011629

DHE ERROR - CD ERROR - INTERMITATE

Unplugged and plug in. Issue persists.

No parking permit needed. Customer is requesting for the soonest appointment.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about the status of a washer repair following a previous engineer visit due to issues with burning smell and smoke. [Product Symptom]

• Symptom: Burning smell and smoke inside the washer.
• Timeline/Duration: Engineer visit on September 15; no specific frequency mentioned.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Previous engineer visit did not find any fault with the unit. [Agent Solutions]

1. Verify Reference Number: Agent requested the reference number from the last repair visit.

2. Check Customer Information: Agent asked for the customer's surname to verify details.

3. Review Engineer Report: Agent checked the engineer's report, confirming no faults were found in the unit.

4. Coordinate with Technical Experts: Agent stated they would coordinate with the technical department for further verification.

[Final Resolution]

• Agent will coordinate with technical experts for further assessment of the washer issue. [Service Notes]
• N/A [Executive Summary] The customer contacted support to inquire about the status of a washer repair after a previous engineer visit due to a burning smell and smoke. The agent verified the reference number and customer details, reviewed the engineer's report, and confirmed no faults were found. The agent will coordinate with technical experts for further assessment of the issue.

[AI Summary]

[Contact Reason]

• Customer inquiring about updates on a washer repair after a previous engineer visit due to burning smell and smoke. [Product Symptom]

• Symptom: Burning smell and smoke inside the washing machine.
• Timeline/Duration: First occurrence on September 15; intermittent issues since then.
• Environment: Not Specified.
• Self-troubleshooting: Customer unplugged the machine and plugged it back in; issue persisted.
• History: Previous engineer visit did not find any faults. [Agent Solutions]

1. Verify Reference Number: Customer provided reference number for the previous repair.

2. Check Engineer's Report: Agent reviewed the engineer's report indicating no faults found.

3. Coordinate with Technical Experts: Agent escalated the issue to technical experts for further investigation.

4. Discuss Error Codes: Agent explained the meaning of error codes (CDE and DHE) related to overheating and cooling down.

5. Confirm Customer's Email and Contact Information: Agent verified customer's email and mobile number for communication.

6. Discuss Next Steps: Agent informed customer about the need for another engineer visit pending approval from support.

7. Document Customer's Concerns: Agent noted customer's reluctance to use the machine due to safety concerns.

[Final Resolution]

• Agent to coordinate with support for approval of another engineer visit. Customer informed of the next steps pending approval. [Service Notes]
• Customer does not want to use the washer due to burning smell. Previous engineer visit did not identify any faults. Customer's concerns about safety noted. [Executive Summary] The customer contacted support to inquire about the status of a washer repair following a previous engineer visit due to a burning smell and smoke. The agent verified the reference number and reviewed the engineer's report, which found no faults. The agent escalated the issue to technical experts and discussed error codes related to overheating. The customer expressed safety concerns and reluctance to use the machine. The agent will coordinate with support for approval of another engineer visit and will update the customer on the next steps.

[Request] DONE TASK WILL COORDINATE TO COACH