12/09 CALLS

CNU250905215090

Surname : DAVID WEST

Mobile Number : 07505010058

Post Code : CV1 2AD

1st Line of Address : 33 Cornwall Road, COVENTRY, CV1 2AD, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] monday morning or today anytme

[Consultation contents] [AI Summary]

[Contact Reason]

• Smoke coming from the back of the washing machine. Issue has persisted for a week. [Product Symptom]

• Symptom: Smoke coming from the back of the washing machine.
• Timeline/Duration: Occurred for one week.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Not Specified. [Agent Solutions] N/A - No Troubleshooting Steps Taken. [Final Resolution] N/A - No Troubleshooting Steps Taken. [Service Notes] N/A. [Executive Summary] The customer reported smoke coming from the back of the washing machine, which has been ongoing for a week. The agent acknowledged the issue but did not proceed with any troubleshooting steps. No further actions or resolutions were discussed during the call.

[AI Summary]

[Contact Reason]

• Customer inquiring about the status of a service appointment for a unit under warranty. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Check Status: Agent checked the status of the customer's unit and confirmed it is tagged to the priority department.

2. Coordinate Appointment: Agent offered to coordinate with the department for the soonest appointment.

3. Acknowledge Delay: Agent acknowledged the delay since the customer was expecting contact on Monday.

[Final Resolution]

• Agent will request the soonest appointment for the customer. No specific date provided. [Service Notes]
• Customer has children and needs to prepare school clothes. Customer will not be available after next Friday due to work commitments. [Executive Summary] The customer contacted support to follow up on a service appointment for a unit under warranty, expressing concern over the delay since last Friday. The agent confirmed the unit is with the priority department and offered to request the soonest appointment. The customer highlighted the urgency due to upcoming work commitments and the need to prepare for children's school. The agent will coordinate the appointment but could not provide a specific date.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer inquiring about the status of a service appointment for a machine under warranty. [Product Symptom]
• Not Specified. [Agent Solutions]

1. Check Status: Agent confirmed the unit is tagged to the priority department for scheduling.

2. Coordinate Appointment: Agent offered to request the soonest appointment for the customer.

3. Discuss Availability: Agent discussed potential visit dates, confirming that the customer prefers Monday or today.

4. Explain Limitations: Agent informed the customer that exact visit dates cannot be guaranteed and that the engineer will provide updates.

5. Provide Reference Number: Agent stated they would send a reference number via SMS for tracking the appointment.

[Final Resolution]

• Appointment request submitted for the soonest availability. Reference number to be sent via SMS. Engineer will contact the customer for updates. [Service Notes]
• Customer has children and requires the machine to be serviced promptly due to safety concerns. Customer will not be available after next Friday. [Executive Summary] The customer contacted support regarding the status of a service appointment for a machine under warranty. The agent confirmed the unit is tagged for priority scheduling and offered to request the soonest appointment. The customer expressed urgency due to family needs and requested a visit on Monday or today. The agent explained that exact dates cannot be guaranteed but would provide a reference number via SMS for tracking. The appointment request was submitted, and the engineer will contact the customer for updates.

[Request] DONE TASK BOOKING FOR PL INSPECTION

CNU250912274475

Surname : HEAD

Mobile Number : 07960898782

Post Code : E4 9BS

1st Line of Address : 152 Chingford Mount Road, LONDON, E4 9BS, GB

Email Address : corineandneil@gmail.com

Model # : GSGV81PYLL.APYQLGU

Serial # : 506TRJL3C484

DOP : 11/08/2025

Retailer : LG ELECTRONICS

[Customer Issues] fridge leaking from the back of the fridge

[Consultation contents] [---LG Shop Order Query---]
Order Number: 8000568694 Email: corineandneil@gmail.com Cancellation Request: No Notes: Fridge-freezer leaking from pipes behind when dispensing water. Called Mrs. Head who authorized husband Mr. Head on the account and has added his number too, she requested to call husband who likely is with the machine to TS and beyond. Spoken with Mr. Head: No leaks on other pipes. No codes. Installed by LG and they are requesting installation to come out and reinstall. Declined to proceed with TPS further. Order number 8000568694. Please callback husband 1st. 28.08 1st attempt - left VM

• Kindly ask how they wanted to proceed 02/09 - The customer contacted regarding a leaking fridge freezer, reported on 22 August 2025. Basic troubleshooting was performed prior to the call. The agent confirmed the order number and discussed repair options, including scheduling an engineer or visit. The request for an installer was raised, with a response expected within 24 to 48 hours. The customer indicated availability for a visit on Thursday or Friday. Coordination for the next steps will be communicated via phone or SMS. 03/09 - Emailed HO
  04/09 - Replied to HO

[AI Summary]

[Contact Reason]

• Customer inquiring about a leaking refrigerator purchased in August. No updates received regarding engineer visit after reporting the issue. [Product Symptom]

• Symptom: Leakage at the back of the refrigerator.
• Timeline/Duration: Began 2-3 days after receiving the product.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Recently purchased in August; installation performed by delivery personnel. [Agent Solutions]

1. Check Case Status: Agent checked the case and confirmed it was tagged to the LG shop department.

2. Confirm Installation: Agent inquired about the installation process and confirmed it was done by the delivery team.

3. Coordinate with Technical Experts: Agent coordinated the issue with technical experts for further assistance.

4. Transfer to Repair Department: Agent informed the customer that the repair department would need to handle the issue after installation verification.

[Final Resolution]

• Customer to be transferred to the LG shop department for installation issue resolution. No immediate repair scheduled until installation is confirmed. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a leaking refrigerator purchased in August, reporting the issue began shortly after delivery. The agent confirmed the case was with the LG shop department and that the installation was performed by the delivery team. The agent coordinated with technical experts and informed the customer that they would need to be transferred to the LG shop department for further assistance. No immediate repair was scheduled until the installation issue was addressed.

[Request] DONE DOCU AND TASK

CNU250912274616

Surname : LEECH

Mobile Number : 07446144785

Post Code : PR9 7RB

1st Line of Address : 54 Russell Road, SOUTHPORT, PR9 7RB, GB

Email Address : janinenleech@icloud.com

Model # : F4T209SSE.ADSQMUK

Serial # : 311VOUK0J166

DOP : 06/02/2024

Retailer : ONE TIME OTHER ACCOUNT

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer requesting to speak with a manager after previous unsatisfactory interactions with customer service. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Acknowledgment: Agent acknowledged the customer's frustration and requested surname for account verification.

2. Account Verification: Agent requested postal code for further account checks.

3. Documentation: Agent asked for additional details to document the case for the manager.

4. Callback Arrangement: Agent informed the customer that a manager would call back within two business days.

[Final Resolution]

• Manager callback scheduled within two business days. [Service Notes]
• N/A [Executive Summary]
• The customer expressed frustration over previous interactions and requested to speak with a manager. The agent acknowledged the request and verified the customer's account details. The agent documented the case and arranged for a manager to call back within two business days. No technical issues were discussed, and the conversation focused on customer service escalation.

[AI Summary]

[Contact Reason]

• Customer requesting to speak with a manager due to frustration with previous service interactions and issues with a washing machine. [Product Symptom]
• Symptom: Washing machine not draining or spinning properly. Previous repair involved a heating element. - Timeline/Duration: Issue occurred twice in six months; first repair was successful, but the machine broke again after just over 12 months of use. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Customer has had the washing machine for just over 12 months; previous machine lasted 13.5 years. [Agent Solutions]

1. Documenting Customer Information: Collected customer's surname and address for account verification.

2. Raising Case to Manager: Informed customer that the case would be escalated to a manager for a callback within two business days.

3. Noting Customer's Availability: Recorded customer's unavailability on Tuesday morning due to an appointment.

4. Providing Case Number: Supplied customer with a case number for reference regarding the manager's callback.

[Final Resolution]

• Case raised for manager callback within two business days. Customer provided with case number for reference. [Service Notes]
• Customer has a child with additional needs, which increases urgency for washing machine repair. Customer expressed financial constraints and difficulty in managing laundry without a functioning machine. [Executive Summary] The customer contacted support to escalate an issue regarding a malfunctioning washing machine and expressed frustration over previous interactions. The agent documented the customer's information and raised a case for a manager to call back within two business days. The customer provided their availability due to a prior appointment. A case number was issued for tracking purposes. The customer highlighted the urgency of the situation due to their child's needs and financial limitations.

[Request] DONE TASK AND TAGGED TO MANAGER

CNU250912275031

Surname : HEYCOCK

Mobile Number : NONE

Post Code : WS9 8RZ

1st Line of Address :

Email Address : NONE

Model # : F4Y510WBLN1

Serial # :

DOP : 09/09/2025

Retailer : HUGHES

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer calling to register a new washing machine. [Product Symptom]
• Symptom: Customer unable to locate the serial number for washing machine registration. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Customer attempted to locate the serial number but was unsuccessful. - History: Purchased on September 9th, from Hughes. [Agent Solutions]

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

2. Information Verification: Agent verified customer details including surname and address.

3. Serial Number Assistance: Agent instructed customer on how to locate the serial number inside the washing machine door.

4. Follow-up Suggestion: Agent suggested customer call back once they have assistance to read the serial number.

[Final Resolution]

• Customer advised to call back with serial number for registration. No troubleshooting steps taken due to inability to locate serial number. [Service Notes]
• Customer has difficulty accessing the washing machine to read the serial number due to mobility issues. [Executive Summary] The customer contacted support to register a new washing machine but was unable to locate the serial number required for registration. The agent assisted by verifying customer information and providing instructions on finding the serial number. Due to the customer's mobility challenges, they were unable to retrieve the serial number and were advised to call back once they have assistance. No troubleshooting steps were taken as the registration could not proceed without the serial number.

[AI Summary]

[Contact Reason]

• Customer calling to register a new washing machine. [Product Symptom]

• Symptom: Customer unable to provide the serial number for washing machine registration. - Timeline/Duration: Purchased on September 9. - Environment: Not Specified.

• Self-troubleshooting: Customer attempted to locate the serial number but was unable to do so. - History: Recently purchased washing machine. [Agent Solutions]

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

2. Information Verification: Agent verified customer details including model number and purchase date.

3. Serial Number Assistance: Agent instructed customer on how to locate the serial number on the washing machine.

4. Follow-up Suggestion: Agent advised customer to call back with the serial number for registration.

[Final Resolution]

• Customer to call back with the serial number for registration. Agent noted all details for future reference. [Service Notes]
• Customer has difficulty accessing the washing machine to read the serial number due to mobility issues. [Executive Summary] The customer contacted support to register a new washing machine purchased on September 9. The agent assisted with account creation and verified the model number but encountered an issue as the customer could not provide the serial number. The agent guided the customer on locating the serial number and suggested calling back once assistance was available. The customer agreed to follow up on Monday with the required information.

[Request]

Surname :

Mobile Number : 07765222820

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # : 103PNHN2F145

DOP :

Retailer :

[Customer Issues] blown the fuses

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing issues with LG washing machine blowing fuses. Inquiring about warranty status. [Product Symptom]

• Symptom: Washing machine blowing fuses.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Not Specified. [Agent Solutions]

1. Serial Number Verification: Agent requested the serial number to check warranty status.

2. Model Confirmation: Agent confirmed the serial number provided by the customer.

3. Production Date Check: Agent checked the production date of the washing machine, which was March 10, 202

[Final Resolution]

• N/A - No Troubleshooting Steps Taken. [Service Notes]
• N/A. [Executive Summary] The customer contacted support regarding an LG washing machine that is blowing fuses and inquired about its warranty status. The agent requested the serial number for verification and confirmed the production date of the unit as March 10, 202

1. No troubleshooting steps were taken during the call. Further actions regarding warranty or repair were not discussed.

[AI Summary]

[Contact Reason]

• Customer experiencing issues with LG washing machine blowing fuses. Inquiring about warranty status and repair options. [Product Symptom]

• Symptom: Washing machine blowing fuses.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased unit on March 10, 2021; out of warranty. [Agent Solutions]

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

2. Check Warranty Status: Confirmed washing machine is out of warranty based on production date.

3. Explain Warranty Coverage: Explained standard two-year warranty for parts and labor; ten-year warranty only covers direct drive motor, excluding labor.

4. Provide Repair Cost: Quoted repair cost of £175 for technician visit.

[Final Resolution]

• Repair service is chargeable at £175. Customer informed about warranty limitations. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding an LG washing machine that is blowing fuses and inquired about warranty status. The agent verified the serial number and confirmed that the unit is out of warranty, explaining the standard two-year warranty and the ten-year warranty limitations. The agent provided a repair cost of £175 for a technician visit. The customer was informed of the chargeable nature of the repair service.

[Request] DONE TASK

CNU250912275222

Surname : KING

Mobile Number : 07752013184

Post Code : B61 8NX

1st Line of Address : 10 Crabtree Drive, BROMSGROVE, WORCESTERSHIRE, B61 8NX, GB

Email Address : lisadonegan@hotmail.co.uk

Model # : F4V910WTSE.ABWQWUK

Serial # : 206PWKXKJ789

DOP : 12/09/2022

Retailer : CURRYS

[Customer Issues] No parking permit needed. Extended Warranty approval was in this case number: CNU250902184759. Approved by Tech MCA

Unit is properly leveled. Done empty cycle. Noise is happening on the right hand part of the machine at the back of the panel. Customer is putting normal loads in wash. Unit has proper spacing in the sides and at the back. The unit is on a concrete flooring with nylon at the top. Issue persists.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquired about uploading a video to the system. Reported issues with video loading and confirmed sending a video via email. [Product Symptom]
• Symptom: Videos not loading to the system; only one video received by the email department. - Timeline/Duration: Customer sent a video yesterday; previous video sent earlier. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Customer provided a CMU number for reference. [Agent Solutions]

1. Verification: Confirmed customer's name and address for account verification.

2. Video Check: Checked the account for received videos; found only one video dated September 10, 2025.

3. Coordination: Agent coordinated with the email department to locate the recently sent video.

[Final Resolution]

• Agent will follow up with the email department to retrieve the most recent video sent by the customer. [Service Notes]
• N/A. [Executive Summary] The customer contacted support regarding issues with uploading a video, stating that the video would not load and confirming that a video was sent via email. The agent verified the customer's details and checked the account, finding only one video received. The agent coordinated with the email department to locate the recent video sent by the customer. The next step involves following up with the email department to retrieve the video.

[Request] DONE TASK AND TAGGED TO WG TEMP

CNU250912275576

Surname : SAQLAIN

Mobile Number : 07712297363

Post Code : OX4 4NW

1st Line of Address : 49 Giles Road, OXFORD, OX4 4NW, GB

Email Address : yasmeensaqlain70@hotmail.com

Model # : GSLD81PZRF.APZQEUK

Serial # : 206TRBS2E701

DOP : 07/02/2023

Retailer : A J ELECTRONICS LIMITED D/D

[Customer Issues] WASHER DRYER

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about washer dryer warranty and repair options. [Product Symptom]
• Symptom: Dryer stopped working, deemed not repairable by engineer. - Timeline/Duration: Purchased in 2022, issue occurred recently. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Covered under a ten-year warranty for the direct drive motor. [Agent Solutions]

1. Warranty Explanation: Explained that the ten-year warranty covers only the direct drive motor.

2. Repair Coordination: Informed customer that repair coordination must be handled through the domestic general cover provider.

3. Alternative Resolution: Clarified that without a repair on LG's end, a new unit cannot be provided directly by LG.

[Final Resolution]

• Customer advised to coordinate with the domestic general cover provider for repair options. - No direct repair or replacement offered by LG due to warranty limitations. [Service Notes]
• N/A [Executive Summary] The customer contacted regarding a non-functional washer dryer, purchased in 2022, and inquired about warranty coverage and repair options. The agent explained that the ten-year warranty only covers the direct drive motor and that any repairs must be coordinated through the domestic general cover provider. The customer was informed that without a repair initiated by LG, a replacement unit could not be provided. The call concluded with the customer needing to follow up with the domestic general cover for further assistance.

[AI Summary]

[Contact Reason]

• Customer inquiring about warranty coverage and repair options for LG washer dryer. [Product Symptom]
• Symptom: Dryer stopped working, deemed not repairable by an engineer. - Timeline/Duration: Purchased in 2022, issue reported recently. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Covered under a ten-year warranty for the direct drive motor. [Agent Solutions]

1. Warranty Explanation: Explained that the ten-year warranty covers only the direct drive motor, not the entire unit.

2. Repair Coordination: Informed customer that repairs must be coordinated through the domestic insurance provider.

3. Warranty Clarification: Clarified that standard warranty is two years for parts and labor, not covering the entire unit.

4. Alternative Options: Suggested that the customer check with the domestic insurance for alternative units.

[Final Resolution]

• Customer advised to return to the domestic insurance provider for further assistance. No troubleshooting steps taken as the issue was warranty-related. [Service Notes]
• N/A [Executive Summary] The customer contacted regarding a non-functional LG washer dryer, purchased in 2022, and inquired about warranty coverage. The agent clarified that the ten-year warranty applies only to the direct drive motor and that repairs must be coordinated through the domestic insurance provider. The standard warranty for the unit is two years, which does not cover the entire machine. The customer was advised to follow up with the insurance for alternative options. No troubleshooting steps were taken as the issue was related to warranty coverage.

[Request] DONE DOCU AND TASK

CNU250912276813

Surname : ANDREWS

Mobile Number : 07791715164

Post Code : BT23 4MN

1st Line of Address : 147 Scrabo Road, NEWTOWNARDS, BT23 4NN, GB

Email Address : ericlandrews90@gmail.com

Model # : F4T209WSE.ABWQMUK

Serial # : 310VOKJO4333

DOP : 14/06/2024

Retailer : CS SUPPLIERS LTD / CS ELECTRICALS

[Customer Issues] WASHER Not spinning and clothes came out still wet CS SUPPLIERS LTD

No error codes. No leakage. Customer is putting a normal loads in a wash. Customer is using Quick wash. Unit is properly leveled. No noise. Unplugged and plug in. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing issues with washing machine not spinning. [Product Symptom]

• Symptom: Washing machine washes clothes but does not spin or drain properly.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased approximately one year ago, under a five-year warranty. [Agent Solutions]

1. Verify Serial Number: Customer provided serial number, but it was found to be incorrect.

2. Request Email for Warranty: Agent requested the email address registered for warranty verification.

3. Confirm Purchase Details: Agent asked for purchase location and date; customer provided approximate date and store name.

4. Account Creation: Agent indicated the need to create an account to proceed with repair due to lack of existing account information.

5. Request for Serial Number Photo: Agent requested a photo of the serial number sticker for verification.

6. Model Number Confirmation: Customer provided model number for the washing machine.

7. Issue Clarification: Agent confirmed the washing machine is not spinning or draining, and there are no error codes displayed.

[Final Resolution]

• Agent will create an account for the customer to proceed with repair. Customer to provide a photo of the serial number for verification. [Service Notes]
• Customer has a five-year warranty. - Purchased from CS Electricals in Northern Ireland. - No previous repair history mentioned. [Executive Summary] The customer contacted support regarding a washing machine that is not spinning or draining properly. The agent verified the serial number and requested the customer's email for warranty purposes. The customer provided purchase details and model number, but an account was not found in the system. The agent will create an account to facilitate the repair process and requested a photo of the serial number for further verification. No error codes were reported by the customer.

[AI Summary]

[AI Summary]

[Contact Reason]

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

• Symptom: Washing machine washes clothes but does not spin or drain properly.
• Timeline/Duration: Issue started late last night.
• Environment: Not Specified.
• Self-troubleshooting: Unplugged and plugged back in.
• History: Purchased approximately between January 14 and June 14, 2023. [Agent Solutions]

1. Verify Serial Number: Customer provided serial number, but it was found to be incorrect.

2. Request Email for Warranty: Customer provided email address for warranty registration.

3. Check Purchase Information: Agent asked about the purchase location and date.

4. Confirm Model Number: Customer provided model number for the washing machine.

5. Gather Details on Issue: Agent inquired about the washing machine's symptoms and error codes.

6. Request for Photo of Serial Sticker: Agent requested a photo of the serial sticker for verification.

7. Provide Case Number: Agent sent a case number via SMS for customer to use when submitting the photo.

8. Confirm Receipt of SMS: Customer confirmed receipt of SMS with instructions.

[Final Resolution]

• Customer to send a photo of the serial sticker and proof of purchase via the provided link. Repair process will proceed upon receipt of the required documents. [Service Notes]
• Customer has a five-year warranty. - Previous LG washing machine purchased in 2012. - Customer unsure of exact purchase date but estimates between January 14 and June 14, 2023. [Executive Summary] The customer contacted support regarding a washing machine that washes but does not spin or drain. The agent verified the serial number and warranty details but found discrepancies. The customer provided the model number and described the issue, confirming no error codes were displayed. The agent requested a photo of the serial sticker and proof of purchase to proceed with repairs. The customer agreed to send the required documents via the provided link. The next steps involve receiving the documents to initiate the repair process.

[Request] ONCE RECEIVE THE PHOTO WILL BOOK IT FOR REPAIR DONE TASK

Surname : ANONYMOUS

Mobile Number :

Post Code :

1st Line of Address :

Email Address :

Model # : GSX961MTAZ

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDGE CURRYS 2018 COMPRESSOR IS GONE

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports fridge freezer stopped working. Engineer diagnosed compressor failure. Seeking resolution under 10-year guarantee. [Product Symptom]

• Symptom: Fridge freezer not operational; compressor failure reported by engineer.
• Timeline/Duration: Stopped working 2 days ago.
• Environment: Not Specified.
• Self-troubleshooting: Customer called an engineer for diagnosis.
• History: Purchased on 27 November 2018; under 10-year guarantee. [Agent Solutions]

1. Verify Warranty: Confirmed 10-year guarantee covers compressor.

2. Authorized Service Center: Provided customer with Pacific's contact number for service.

3. Alternative Service Center: Offered another authorized service center number, but customer expressed doubt about differing responses.

4. Discuss Guarantee Coverage: Explained that guarantee covers compressor but parts may not be available if unit is over six years old.

5. Refund Option: Offered refund for compressor repair costs paid to the engineer.

6. Independent Engineer Suggestion: Suggested customer coordinate with an independent engineer for compressor replacement.

[Final Resolution]

• Customer advised to seek refund for compressor repair costs. Suggested contacting independent engineer for compressor replacement. No immediate resolution provided for compressor access issue. [Service Notes]
• Customer has young family and requires functional fridge freezer. Previous engineer could not locate compressor. [Executive Summary] Customer contacted regarding a non-functional fridge freezer, diagnosed with a compressor failure by an engineer. The agent confirmed the 10-year guarantee covers the compressor but noted potential unavailability of parts for units over six years old. The agent provided contact information for authorized service centers and suggested a refund for repair costs. The customer expressed frustration over the inability to access the compressor and the need for an effective remedy. Next steps involve seeking a refund and contacting an independent engineer for further assistance.

[AI Summary]

[Contact Reason]

• Customer reports fridge freezer stopped working. Engineer diagnosed compressor failure. Seeking resolution under warranty. [Product Symptom]

• Symptom: Fridge freezer not operational; compressor reportedly failed.
• Timeline/Duration: Stopped working 2 days ago; engineer visited recently.
• Environment: Not Specified.
• Self-troubleshooting: Customer contacted repair company; engineer assessed unit.
• History: Purchased on 27 November 2018; 10-year warranty on compressor. [Agent Solutions]

1. Verify Warranty: Agent confirmed 10-year warranty covers compressor only.

2. Provide Repair Options: Suggested contacting independent engineers for compressor replacement.

3. Offer Refund: Agent stated refund available for compressor part only, not installation costs.

4. Provide Parts Resource: Agent directed customer to fixedpart.co.uk for compressor purchase.

5. Confirm Documentation: Informed customer to provide engineer's report and receipts for reimbursement.

[Final Resolution]

• Customer to purchase compressor from fixedpart.co.uk. Agent will reimburse for compressor part upon receipt of documentation. Installation costs not covered under warranty. [Service Notes]
• Customer has young family and requires functional fridge freezer. Previous engineer could not locate compressor. Customer expressed urgency for resolution. [Executive Summary] Customer contacted regarding a non-functional fridge freezer, diagnosed with a failed compressor. The agent confirmed the 10-year warranty covers the compressor part only and suggested contacting independent engineers for repairs. The customer was directed to a website for purchasing the compressor and informed about the reimbursement process for the part. Installation costs are not covered under the warranty. The customer plans to proceed with purchasing the compressor and will provide necessary documentation for reimbursement.

[Request] DONE TASK

CNU250912277378

Surname : PATEL / SHAH

Mobile Number : 07547894840

Post Code : HA8 8EY

1st Line of Address : 18 Ravens Bourne Court, 1 Amias Drive, EDGWARE, HA8 8EY, GB

Email Address : malishah09@gmail.com

Model # : FWV696WSE.ABWQWUK

Serial # : 208PWVKK2279

DOP : 2022

Retailer : EURONICS

[Customer Issues] WASHER DRYER Banging Noise 19400379 today

Customer is putting less loads. Unit is properly balanced.

[Consultation contents] Note: Agent suggest that the landlord could ring us for them to provide the exact date of purchase and retailer since the tenant is unsure. Please request for the POP, Serial Sticker and the short video of the banging noise. If they ring us back please assists. Thank you. [AI Summary]

[Contact Reason]

• Customer reports loud banging noise from LG washer dryer during spinning. [Product Symptom]

• Symptom: Loud banging noise during spin cycle.
• Timeline/Duration: Issue started today.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased in October 2022, claimed to have a five-year warranty. [Agent Solutions]

1. Verify Model Number: Requested model number from customer.

2. Request Serial Number: Informed customer that serial number is needed for verification.

3. Confirm Customer Details: Collected customer’s surname and address for account verification.

4. Inquire About Issue: Asked when the banging noise started and load size during washing.

5. Check Balance: Asked if the washer is properly balanced and if it rocks during operation.

6. Verify Purchase Details: Collected information about the purchase date and location to check warranty status.

7. Confirm Warranty Status: Noted that the unit is out of warranty based on provided purchase date.

[Final Resolution]

• Customer informed that the unit is out of warranty. Suggested to call back with serial number for further assistance. [Service Notes]
• Customer claims the washer dryer has a five-year warranty. - Customer is a tenant; the unit is registered under the landlord's name. - Purchase location is a shop in Edgeware. [Executive Summary] The customer contacted support regarding a loud banging noise from their LG washer dryer during the spin cycle, which started today. The agent performed several verification steps, including confirming the model and serial number, and inquired about the load size and balance of the unit. The agent noted that the washer dryer is out of warranty based on the purchase date provided by the customer. The customer was advised to call back with the serial number for further assistance.

[AI Summary]

[Contact Reason]

• Customer reports loud banging noise from LG washer dryer during spin cycle. [Product Symptom]

• Symptom: Loud banging noise during spin cycle.
• Timeline/Duration: Issue started today.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased in 2022, claimed to have a five-year warranty. [Agent Solutions]

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

2. Confirm Customer Authorization: Verified customer as authorized to access the account.

3. Gather Customer Information: Collected customer’s surname, postcode, and address for account verification.

4. Inquire About Issue Details: Asked about the load size and balance of the washer during operation.

5. Check Warranty Status: Attempted to verify warranty status but found no record of a five-year warranty in the system.

6. Request Proof of Purchase: Informed customer that proof of purchase and warranty details are needed to proceed with repair.

7. Discuss Next Steps: Explained that the landlord needs to contact customer service with the required information for repair scheduling.

[Final Resolution]

• Customer advised to have the landlord contact customer service with proof of purchase and warranty details. Repair cannot proceed without this information. [Service Notes]
• Customer is a tenant; landlord is the owner of the washer dryer. [Executive Summary] The customer contacted support regarding a loud banging noise from their LG washer dryer during the spin cycle, which started today. The agent verified the customer's authorization and gathered necessary information but could not confirm the five-year warranty due to lack of proof of purchase. The customer was informed that the landlord needs to provide the required documentation to proceed with the repair. The agent explained the next steps clearly, ensuring the customer understood the process.

[Request] DONE TASK AND DOCU

CNU250912277728

Surname : JOSEPH

Mobile Number : 07988880473 / 03456402020

Post Code : IG6 3AW

1st Line of Address : 103 Clinton Crescent, ILFORD, IG6 3AW, GB

Email Address : faneliajoseph@hotmail.co.uk

Model # : F4T209WSE.ABWQMUK

Serial # : 310VOTBOQ049

DOP : 29/12/2023

Retailer : ARGOS

[Customer Issues] WASHER Leakage from the underneath yesterday 11/09

Checked gasket doesn't have any visible damage or tears. Drain hose still draining properly. Inlet and outlet pipes doesn't have any visible damage or cuts. No error codes. No noise. Issue persists.

No parking permit needed.

[Consultation contents]

[Request] DONE TASK AND WILL BOOK ONCE RECEIVE THE PHOTOS

CNU250912277250

Surname : SINGH

Mobile Number : 07769151209

Post Code : SL3 9AE

1st Line of Address : 139A Slough Road, SLOUGH, SL3 9AE, GB

Email Address : ssingh.buile@hotmal.co.uk

Model # : F6V1009WTSE.ABWQPUK

Serial # : 008PNTF68897

DOP : 12/11/2020

Retailer : CURRYS

[Customer Issues] REGISTER FIRST BEFORE BOOKING FOR REPAIR

[Consultation contents] [AI Summary]

[Contact Reason]

• Inquiry about warranty coverage and repair process for a washing machine. [Product Symptom]
• Symptom: Customer experiencing electrical tripping issue with the washing machine. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Purchased on November 12, 2020; believes the issue may not be related to the motor. [Agent Solutions]

1. Verification: Confirmed customer’s case number and personal details for warranty inquiry.

2. Warranty Check: Verified that the washing machine is eligible for an extended warranty.

3. Documentation Request: Informed customer that a photo of the serial sticker and proof of purchase (invoice) are required for warranty registration and repair coverage.

[Final Resolution]

• Customer needs to provide a photo of the serial sticker and proof of purchase to proceed with warranty registration and repair coverage. [Service Notes]
• Customer has a ten-year warranty for the motor; believes the issue may not be motor-related. [Executive Summary] The customer contacted support to inquire about warranty coverage and repair for a washing machine that is tripping electricity. The agent verified the customer's details and confirmed eligibility for an extended warranty. The agent requested a photo of the serial sticker and proof of purchase to register the warranty and proceed with repairs. The customer expressed difficulty in providing the invoice but has proof of receipt. Next steps involve submitting the required documentation for warranty registration.

[AI Summary]

[Contact Reason]

• Inquiry about warranty coverage and repair process for a washing machine. [Product Symptom]
• Symptom: Customer experiencing electrical tripping issues with the washing machine. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Purchased on November 12, 2020; believes the motor may not be the issue. [Agent Solutions]

1. Verification of Warranty: Confirmed purchase date and eligibility for extended warranty.

2. Request for Documentation: Informed customer that a photo of the serial sticker and invoice are needed to register the warranty.

3. Invoice Guidance: Suggested checking email for invoice from the retailer (Currys) as it may have been sent electronically.

4. Follow-up Offer: Agreed to send case details and request for images to the customer.

[Final Resolution]

• Customer to provide serial sticker photo and invoice for warranty registration. - Agent to send case details and request images. [Service Notes]
• Customer has a ten-year warranty for the motor. - Extended warranty verification needed for repair coverage. - Customer purchased from Currys; advised to check email for invoice. [Executive Summary] The customer contacted support regarding warranty coverage and electrical issues with their washing machine. The agent confirmed the purchase date and eligibility for an extended warranty but required additional documentation, including a photo of the serial sticker and the invoice. The customer was advised to check their email for the invoice from Currys. The agent agreed to send case details and request images from the customer.

[Request] WAITING FOR THE POP AND SERIAL STICKER FOR REGISTRATION AND BOOK DONE TASK

CNU250912278244

Surname : FLOCKHART

Mobile Number : 07534209969

Post Code : WS5 3HQ

1st Line of Address : 1 Park Hall Close, WALSALL, WS5 3HQ, GB

Email Address : ecalloyd_williams@yahoo.co.uk

Model # : F4Y511WWLA1.ABWQPUK

Serial # : 310PNZQ8E533

DOP : 30/12/2023

Retailer : LG ELECTRONICS

[Customer Issues] WASHER LEAKING CNU250908235360

[Consultation contents] [AI Summary]

[Contact Reason]

• Inquiry about the status of a repair for a leaking washing machine. Customer reports two missed engineer appointments. [Product Symptom]
• Symptom: Washing machine leaking from underneath. - Timeline/Duration: Leaking for the last three weeks; two missed appointments for repair. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Previous repair appointment booked on September 8; engineer did not show up. [Agent Solutions]

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

2. Customer Information Confirmation: Agent requested and confirmed the customer's surname and address.

3. Case Status Check: Agent checked the repair case status and confirmed it was accepted and booked for September 8.

4. Appointment Review: Agent reviewed the missed appointments and noted the engineer was supposed to visit yesterday but did not.

[Final Resolution]

• Follow-up needed regarding the missed engineer appointments; further action to be determined. [Service Notes]
• Customer has experienced multiple missed appointments for repair service. [Executive Summary] The customer contacted support regarding a leaking washing machine and the status of repair appointments. The agent verified the case number and customer details, confirming that the repair was accepted but the engineer missed two scheduled visits. The customer is seeking clarity on the situation and next steps. Follow-up is required to address the missed appointments and ensure service is completed.

[AI Summary]

[Contact Reason]

• Customer inquiring about the status of a repair for a leaking washing machine. Two previous engineer appointments were canceled or missed. [Product Symptom]

• Symptom: Washing machine leaking from underneath.
• Timeline/Duration: Leak has been occurring for the last three weeks. Two scheduled engineer visits were canceled.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Previous repair booked on September 8, with no engineer showing up. Follow-up appointment scheduled for September 9, but engineer did not arrive. [Agent Solutions]

1. Case Confirmation: Agent confirmed the case number and customer details.

2. Status Check: Agent checked the repair status and confirmed that the repair was still ongoing.

3. Coordination with Repair Department: Agent coordinated with the repair department to request the soonest appointment for the customer.

4. Update Notification: Agent informed the customer that updates would be provided via SMS within two business days.

5. Warranty Information: Agent advised the customer that using a local engineer might void the warranty and emphasized the need to wait for LG's authorized engineer.

6. Repair Process Explanation: Agent explained that if parts are needed, it would take additional business days for parts to arrive before repairs could be completed.

[Final Resolution]

• Agent will request the soonest appointment for the repair. Customer will receive updates via SMS within two business days. Customer advised against using local engineers to avoid warranty issues. [Service Notes]
• Customer has experienced multiple cancellations for engineer visits. Urgent need for repair due to ongoing leak. [Executive Summary] The customer contacted support regarding a leaking washing machine, which has been an issue for three weeks with two missed engineer appointments. The agent confirmed the case details and coordinated with the repair department to request the soonest appointment. The customer will receive updates via SMS within two business days. The agent advised against using local engineers to prevent warranty voiding. The situation remains unresolved pending engineer response.

[Request] REQUEST TO SEND AN EMAIL TO ASC FOR THE SOONEST APPOINTMENT AND WILL BE UPDATED VIA SMS DONE TASK

CNU250912278563

Surname : LI-DELLAFORT

Mobile Number : 07711953136

Post Code : S20 2PQ

1st Line of Address : 145 Meadow Gate Avenue, SHEFFIELD, S20 2PQ, GB

Email Address : joanne.li31@gmail.com

Model # : F4Y913WCTA1

Serial # : 307PNQE06484

DOP : 21/10/2023

Retailer : CURRYS

[Customer Issues] SWITCHING ON AND OFF NOT DRAINING TODAY

Unit is properly balanced. No error codes. Unit is plugged in directly to the wall outlet and not using extension block. Control panel doesn't have any visible damage and no water dripped on it. Cleaned filter. Customer tried to plug in the unit to a different wall socket. Unplugged and plug in. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports LG washing machine showing electrical fault. - Machine keeps switching on and off and is not draining. [Product Symptom]

• Symptom: Electrical fault causing the machine to turn on and off intermittently; not draining.
• Timeline/Duration: All issues started today.
• Environment: Not Specified.
• Self-troubleshooting: Customer unplugged the machine and tried different sockets.
• History: Not Specified. [Agent Solutions]

1. Initial Inquiry: Agent asked when the issue started and confirmed it began today.

2. Troubleshooting Attempt: Agent suggested unplugging the machine and plugging it back in.

3. Socket Check: Agent confirmed customer tried different sockets, but the issue persisted.

4. Account Creation: Agent created an account for further assistance.

5. Customer Verification: Agent verified customer’s surname, mobile number, postcode, and email address.

6. Consent Questions: Agent asked for consent regarding contact for goods and services and satisfaction surveys; both were declined.

7. Serial Number Inquiry: Agent requested the serial number of the washing machine for further assistance.

[Final Resolution]

• Account created for customer. - Further troubleshooting required based on the electrical fault. [Service Notes]
• Customer has not previously contacted LG regarding this issue. - Customer declined marketing communications and satisfaction surveys. [Executive Summary] The customer contacted LG regarding an electrical fault with their washing machine, which is turning on and off and not draining. The agent performed initial troubleshooting steps, including confirming the issue's timeline and suggesting unplugging the machine. An account was created for the customer, and verification of personal details was completed. The customer declined marketing communications. Further troubleshooting is needed to address the electrical fault.

[AI Summary]

[Contact Reason]

• Customer reports LG washing machine showing electrical fault. Device keeps switching on and off and not draining. [Product Symptom]

• Symptom: Electrical fault; machine turns on and off intermittently, not draining.
• Timeline/Duration: Issue started today.
• Environment: Not Specified.
• Self-troubleshooting: Unplugged and plugged back in, tried different sockets, cleaned the filter.
• History: Purchased on October 21, 2023, from Curry's, still under warranty. [Agent Solutions]

1. Verify Issue: Confirmed customer experiencing power issue with washing machine.

2. Account Creation: Created account for customer assistance.

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

4. Filter Check: Inquired if the filter was cleaned; customer confirmed it was clear.

5. Power Source Check: Confirmed machine is plugged directly into the wall outlet, not using an extension.

6. Physical Inspection: Asked about visible damage to control panel; customer reported no damage.

7. Error Code Inquiry: Customer unable to check for error codes due to machine's state.

8. Balance Check: Confirmed machine is properly balanced and not rocking during operation.

9. Repair Booking: Informed customer that repair will be scheduled for Monday, with engineer to contact directly for visit date.

[Final Resolution]

• Repair service scheduled for Monday. Customer to provide serial sticker and proof of purchase. Engineer will contact for exact visit date within two business days. [Service Notes]
• Customer's washing machine is under warranty. Priority case due to location. Repair expected to be completed within three days. [Executive Summary] The customer contacted support regarding an electrical fault with their LG washing machine, which is turning on and off and not draining. The agent confirmed the issue and gathered necessary information, including the machine's serial number and purchase details. The customer performed some troubleshooting steps prior to the call. A repair service was scheduled for Monday, with the engineer expected to reach out within two business days for the visit date. The case is prioritized due to the customer's location, and the repair is anticipated to be completed within three days.

[Request] ONCE RECEIVED THE PHOTOS WILL TAGGED TO WG TEMP DONE TASK

CNU250912278761

Surname : NADEEM

Mobile Number : 07466522425

Post Code : RM7 9HS

1st Line of Address : 14 Eddy Close, ROMFORD, RM7 9HS, GB

Email Address : iqranadeem.0064@gmail.com

Model # : FWV917WTSE.ABWQPUK

Serial # : 109PNKG67453

DOP : 21/11/2021

Retailer : CURRYS

[Customer Issues] customer thought engineer ring her

[Consultation contents] [AI Summary]

[Contact Reason]

• Inquiry about repair status and confirmation of booking details. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Account Verification: Checked customer account using provided surname and postcode.

2. Repair Status Confirmation: Confirmed that the repair was booked today and warranty approval was received.

3. SMS Inquiry: Asked if the customer received an SMS regarding the repair; customer confirmed no SMS received.

4. Booking Details: Informed customer that the engineer will contact them directly for exact time and date of the repair.

[Final Resolution]

• Engineer will contact customer for exact repair details. Booking confirmed for today. [Service Notes]
• N/A [Executive Summary] The customer contacted support to inquire about the status of a repair and to confirm booking details. The agent verified the customer's account and confirmed that the repair was booked today following warranty approval. The customer did not receive an SMS regarding the repair, and the agent informed them that the engineer would reach out directly to provide specific details. The booking is confirmed for today.

[AI Summary]

[Contact Reason]

• Inquiry about repair status and confirmation of booking. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Account Verification: Checked customer account details using provided information.

2. Repair Status Confirmation: Confirmed that the unit has been booked for repair today after warranty approval.

3. Engineer Contact Information: Informed customer that the engineer will contact them directly within two business days for the exact service date.

4. SMS Confirmation: Noted that an SMS with the repair reference number will be sent to the customer for confirmation.

[Final Resolution]

• Engineer to call back within two business days. SMS with repair reference number to be sent. [Service Notes]
• N/A [Executive Summary] The customer contacted regarding the status of a repair and confirmation of the booking. The agent verified the account and confirmed that the repair was booked today following warranty approval. The engineer will reach out within two business days to provide the exact service date. An SMS with the repair reference number will be sent to the customer for confirmation.

[Request] DONE DOCU AND TASK

CNU250912278897

Surname : EVANS

Mobile Number : 07814496824

Post Code : SY16 1RA

1st Line of Address : 278 Heol Y Coleg, NEWTOWN, SY16 1RA, GB

Email Address : becca_eva1979@yahoo.co.uk

Model # : F2A509GBLN1.AMBQPUK

Serial # : 312PNYU6K370

DOP : 20/02/2024

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Inquiry about the status of washing machine repair. Customer has not received updates since the initial assessment. [Product Symptom]

• Symptom: Banging noise from the washing machine.
• Timeline/Duration: Engineer visited on September 10th; no updates received since.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Engineer indicated potential need for complete replacement of the washing machine. [Agent Solutions]

1. Account Verification: Customer provided surname and postal code for account access.

2. Repair Status Check: Agent confirmed a repair request is logged and noted the engineer's visit on September 10th.

3. Update Inquiry: Agent asked if the engineer provided any updates via SMS or email; customer confirmed no updates received.

[Final Resolution]

• No immediate resolution provided; customer awaiting further updates regarding repair or replacement. [Service Notes]
• Engineer indicated possible complete replacement of the washing machine. Customer has not received any communication regarding the next steps. [Executive Summary] The customer contacted support to inquire about the status of their washing machine repair, reporting a banging noise issue. The agent verified the account and confirmed that an engineer had visited on September 10th but noted that the customer had not received any updates since then. The engineer suggested a potential complete replacement of the washing machine. The customer is currently awaiting further communication regarding the repair status.

[Request] REQUEST TO SEND AN EMAIL TO ASC DONE TASK

CNU250912279155

Surname : BROWN

Mobile Number : 07946458750

Post Code : WF4 3LA

1st Line of Address : 34 Painthorpe Lane, Hall Green, WAKEFIELD, WF4 3LA, GB

Email Address : sarah-poskitt1992@hotmail.com

Model # : FCV309WNE.ABWQWUK

Serial # : 212PWZZL6525

DOP :

Retailer : CURRYS

[Customer Issues] WASHER U5 OR V5

Tried to do different loads. Unplugged and plug in.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing error code on washing machine. Requesting assistance with troubleshooting and warranty verification. [Product Symptom]

• Symptom: Washing machine displaying error code U5 or V5, indicating a vibration sensor error. Cap on the front filter is broken and not reattaching. Water leakage observed.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Customer turned off and unplugged the appliance, attempted different loads, checked for blockages in the filter.
• History: Purchased from a retailer with a 10-year warranty, unsure if warranty registered. [Agent Solutions]

1. Error Code Identification: Agent confirmed error code U5 indicates a vibration sensor issue.

2. Power Cycle: Customer unplugged the appliance and plugged it back in, but the error persisted.

3. Warranty Verification: Agent attempted to verify warranty status but found no account registered for the washing machine.

4. Account Creation: Agent initiated account creation for the customer to facilitate future service.

5. Proof of Purchase Request: Agent advised customer to obtain proof of purchase from the retailer for warranty claims.

[Final Resolution]

• Customer advised to obtain proof of purchase for warranty verification. Account created for future reference. Next steps involve contacting customer service with proof for repair assistance. [Service Notes]
• Customer has a broken cap on the washing machine filter, causing water leakage. Vibration sensor error noted. [Executive Summary] The customer contacted support regarding a washing machine displaying an error code U5, indicating a vibration sensor issue, along with a broken cap on the front filter causing water leakage. The agent identified the error and confirmed the need for warranty verification. An account was created for the customer, and they were advised to obtain proof of purchase from the retailer to proceed with repair services. The customer was informed about the limitations of the warranty coverage.

[AI Summary]

[Contact Reason]

• Customer experiencing error code on washing machine. Requesting assistance with troubleshooting and warranty verification. [Product Symptom]

• Symptom: Washing machine displaying error code U5 or V5, indicating a vibration sensor error. Cap on the front filter is broken and not reattaching. Water leakage observed.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Customer turned off and unplugged the appliance, attempted different loads, checked for blockages in the filter.
• History: Purchased from a store with a 10-year warranty, unsure if product warranty is registered. [Agent Solutions]

1. Error Code Identification: Confirmed error code U5 indicates a vibration sensor issue.

2. Power Cycle: Advised customer to unplug the appliance and plug it back in. Customer confirmed this was done.

3. Warranty Verification: Informed customer that the 10-year warranty covers only the motor. Required purchase date for full warranty details.

4. Account Creation: Created an account for the customer to facilitate future communications and repairs.

5. Proof of Purchase: Advised customer to obtain proof of purchase from the retailer for warranty claims.

[Final Resolution]

• Customer advised to obtain proof of purchase to proceed with repair. Account created for future reference. No immediate troubleshooting resolved the issue. [Service Notes]
• Customer has a broken cap on the washing machine filter, causing water leakage. Error code indicates a vibration sensor issue. Customer needs to verify purchase date for warranty coverage. [Executive Summary] The customer contacted support regarding a washing machine displaying an error code U5, indicating a vibration sensor issue, and a broken cap on the front filter causing water leakage. The agent identified the error and confirmed that the 10-year warranty only covers the motor. An account was created for the customer, and they were advised to obtain proof of purchase to proceed with repair services. No immediate troubleshooting resolved the issue, and the customer was informed of the next steps.

[Request] DONE DOCU AND TASK

CNU250912279206

Surname : MAUD

Mobile Number : 07855178094

Post Code : S32 1BU

1st Line of Address : 5 Ranmoor Hill, HOPE VALLEY, S32 1BU, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] MANAGER CALLS Storey

[Consultation contents] [AI Summary]

[Contact Reason]

• Follow-up on an open issue with washer dryer. Customer missed previous calls from management. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

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

2. Repair Status Check: Agent confirmed a repair was scheduled for 26 August and noted a manager's call was logged.

[Final Resolution]

• Customer's account checked. Awaiting further communication from management regarding the issue. [Service Notes]
• N/A [Executive Summary] The customer contacted support to follow up on an unresolved issue with their washer dryer, mentioning missed calls from management. The agent verified the customer's account details and confirmed a repair was scheduled for 26 August, along with a logged manager's call. The next steps involve awaiting further communication from management regarding the issue.

[AI Summary]

[Contact Reason]

• Customer following up on an open issue with washer dryer. Missed calls from management regarding the issue. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Account Verification: Verified customer's surname and address for account access.

2. Repair Status Check: Confirmed a repair was scheduled for August 26 and noted a manager's call was logged.

3. Coordination with Management: Coordinated with management to ensure a callback to the customer.

4. Authorization Setup: Authorized customer's husband to speak on her behalf regarding the account.

5. Customer Consent: Obtained customer consent for email contact and satisfaction surveys.

[Final Resolution]

• Management will call back once available. Customer's husband authorized to discuss account matters. [Service Notes]
• Customer often unavailable for calls due to work commitments. Husband can answer calls on her behalf. [Executive Summary] The customer contacted support to follow up on an unresolved issue with her washer dryer and reported missed calls from management. The agent verified the customer's account details and confirmed a repair was scheduled. The agent coordinated with management for a callback and authorized the customer's husband to speak on her behalf. The customer consented to receive communications regarding goods and services and satisfaction surveys. The next steps include a callback from management.

[Request] DONE DOCU AND TASK

CNU250912279601

Surname : HAYES

Mobile Number : 07941893979

Post Code : NG31 8QA

1st Line of Address :

Email Address : steve.hayes7@ntlworld.com

Model # : F4Y510WBLN1

Serial # : 503PNRTGS182

DOP : 02/09/2025

Retailer : MARKS ELECTRICAL

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

[Contact Reason]

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

1. Verify Model Number: Confirmed model number as F4Y510WWBLN

3. Verify Purchase Date: Recorded purchase date as September 2, 2025.

4. Verify Purchase Location: Confirmed purchase location as Marks Electrical.

5. Verify Serial Number: Recorded serial number as 503PNRTGS182.

6. Create Account: Created an account for customer registration.

7. Verify Customer Information: Verified surname, mobile number, postcode, address, and email address.

8. Document Registration: Documented registration details and informed customer about the process.

9. Inform About Certification: Explained that certification will be sent via email within 10-14 weeks.

10. Confirmation SMS: Sent SMS confirmation of registration to the customer.

[Final Resolution]

• Registration completed, confirmation SMS sent, certification to follow in 10-14 weeks. [Service Notes]
• N/A [Executive Summary] The customer contacted to register a washing machine. The agent verified the model number, purchase date, and location, and created an account for the registration. Customer information was confirmed, and the registration details were documented. The agent informed the customer that certification would be sent via email within 10-14 weeks and sent a confirmation SMS. The registration process was successfully completed.

[AI Summary]

[Contact Reason]

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

1. Verify Model Number: Agent confirmed the model number provided by the customer.

2. Verify Purchase Date: Agent confirmed the purchase date as September 2, 2025.

3. Verify Purchase Location: Agent confirmed the purchase location as Marks Electrical.

4. Verify Serial Number: Agent verified the serial number provided by the customer.

5. Create Account: Agent created an account for the customer to assist with registration.

6. Verify Customer Information: Agent verified surname, mobile number, postcode, address, and email address.

7. Consent for Communication: Agent asked for consent to contact via email and for satisfaction surveys, which the customer confirmed.

[Final Resolution]

• Registration process initiated, customer information documented, account created for future assistance. [Service Notes]
• N/A [Executive Summary] The customer contacted support to register a washing machine. The agent verified the model number, purchase date, and location, as well as the serial number. An account was created for the customer, and their information was documented. The customer consented to receive communications and surveys. The registration process is underway.

[Request] DONE REGISTERING AND TASK

CNU250911273004

Surname : SUNNY ANWAR

Mobile Number : 07467516921

Post Code : BB2 2UA

1st Line of Address : 13 Willis Road BB2 2UA BLACKBURN, LANCASHIRE, BB2 2UA, GB

Email Address : sunnyanwar914@gmail.com

Model # : FWV1117BTSA.ABLQPUK

Serial # : 305PNTF27041

DOP : 30/10/2023

Retailer : RELIANT

[Customer Issues] WASHER BAD ODOR SMELL COUPLE OF WEEKS dump musty smell

Cleaned the drawer. Did tub clean. Cleaned filter. Cleaned the door. Cleaned the rubber seal and inside the seal.

Customer wants to file a complain for the chargeable repair because the unit is still in warranty and he did all the maintenance for the washer however the Dump Musty Smell still on the unit and also getting the clothes. Customer doesn't want to proceed with the chargeable repair he want to file this complain and get the unit checked coved by the warranty.

[Consultation contents] 12/09 B2C [ED] Called the customer; unable to answer, left VM . Please assist once they call back using this case. [Customer] SUNNY ANWAR | BB2 2UA | null | Blackburn | 13 Willis Road BB2 2UA [Appointment Preferences] 1st Choice : null (null) 2nd Choice : null (null) 3rd Choice : null (null) [Customer Comments] Hi

There is a very bad odor smell coming from the washing machine after a wash. Even after doing a tub clean there is a smell. It is affecting the clothes.

[AI Summary]

[Contact Reason]

• Customer reports a bad odor from the washing machine. [Product Symptom]

• Symptom: Bad odor from the washing machine, described as a damp, musky smell. Clothes also retain the smell after washing.
• Timeline/Duration: Issue has been occurring for about a couple of weeks.
• Environment: Not Specified.
• Self-troubleshooting: Customer performed a top clean on the washing machine.
• History: Not Specified. [Agent Solutions]

1. Initial Inquiry: Agent asked about the issue with the washing machine.

2. Address Verification: Agent requested the customer's address for verification.

3. Issue Confirmation: Agent confirmed the bad odor issue with the washing machine.

4. Coordination with Technical Support: Agent coordinated the issue with technical experts for further assistance.

5. Odor Description Inquiry: Agent asked for specifics about the type of odor (moldy, burning, rotten).

6. Customer Feedback: Customer described the odor as damp and musky, indicating it persists after washing.

[Final Resolution]

• Agent coordinated with technical support for further assistance. Next steps pending based on technical team's input. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a bad odor from the washing machine, which has been present for a couple of weeks. The agent confirmed the issue and coordinated with technical support for further assistance. The customer described the odor as damp and musky, which lingers on clothes after washing. Next steps are pending based on the technical team's recommendations.

[AI Summary]

[Contact Reason]

• Customer reported a bad odor from the washing machine and inquired about the issue. [Product Symptom]

• Symptom: Bad odor from the washing machine, described as damp and musty. Clothes also retain the smell after washing.
• Timeline/Duration: Issue started approximately two weeks ago.
• Environment: Not Specified.
• Self-troubleshooting: Customer performed a top clean twice.
• History: Unit is still under warranty. [Agent Solutions]

1. Initial Inquiry: Agent asked about the issue and confirmed it was related to a bad smell from the washing machine.

2. Coordination with Technical Support: Agent coordinated the issue with technical experts, who suggested it might be a maintenance issue.

3. Clarification on Odor Type: Agent inquired about the specific type of odor (damp, musty) and confirmed the customer had performed maintenance.

4. Warranty Explanation: Agent explained that maintenance issues are not covered under warranty and provided a chargeable repair estimate.

5. Maintenance Guidelines: Agent advised the customer to perform the tub clean at least six times a month for proper maintenance.

6. Customer's Maintenance Actions: Customer stated they had followed maintenance procedures and cleaned various parts of the machine.

7. Complaint Filing: Agent offered to file a complaint regarding the warranty coverage and scheduled a follow-up with management.

[Final Resolution]

• Customer declined the chargeable repair due to warranty coverage. A complaint was filed, and management will contact the customer within two business days. [Service Notes]
• Customer has performed all recommended maintenance procedures. The unit is under warranty, and the customer is dissatisfied with the initial assessment regarding maintenance coverage. [Executive Summary] The customer contacted support regarding a persistent bad odor from their washing machine, which started two weeks ago. The agent coordinated with technical support, who indicated it might be a maintenance issue not covered under warranty. The customer performed maintenance as advised but was informed of a charge for repair. After expressing dissatisfaction, the customer declined the chargeable repair and requested a complaint to be filed. The agent confirmed that management would follow up within two business days regarding the complaint.

[Request] DONE TAGGED TO LEVEL 2 DONE TASK

CNU250912279894

Surname : HAMILTON

Mobile Number : 07557359063

Post Code : SP4 7YU

1st Line of Address : 17 Claypipe Close Amesbury, Salisbury SP4 7YU

Email Address : chadwick1161@gmail.com

Model # : F4X1009NWK.AGWQPUK

Serial # : 502PNQEBU796

DOP : 14/05/2025

Retailer : ARGOS DIRECT

[Customer Issues] Gasket is deformed requesting for the pop and serial sticker for registration

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about a washing machine with a damaged seal. Seeking assistance under warranty. [Product Symptom]

• Symptom: Seal has a slight rip, appears weak but not fully torn.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased approximately three months ago, registered immediately. [Agent Solutions]

1. Verify Serial Number: Customer provided serial number, but it was not found in the system.

2. Request Email for Account Verification: Customer provided email for account check, but no account was found.

3. Discuss Warranty Registration: Agent offered to create an account to register the washing machine for warranty purposes.

4. Request Additional Information: Collected customer’s surname, mobile number, and postal code for account creation.

5. Confirm Purchase Date: Customer confirmed purchase date as May 14, 2025, from Argos.

[Final Resolution]

• Agent to create an account for warranty registration. Customer to provide a photo of the damaged seal for technical assessment. [Service Notes]
• Customer has children, indicating potential urgency for repair. [Executive Summary] The customer contacted support regarding a washing machine with a damaged seal, seeking warranty assistance. The agent attempted to verify the serial number and customer account but found no existing records. The agent offered to create a new account for warranty registration and collected necessary personal information. The customer confirmed the purchase date and agreed to provide a photo of the seal for further evaluation. The next steps involve account creation and technical assessment of the issue.

[AI Summary]

[Contact Reason]

• Customer reports a slight rip in the seal of a washing machine purchased three months ago. Requests assistance under warranty. [Product Symptom]

• Symptom: Seal has a slight rip, appears weak but not fully torn.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased in May, registered immediately, under warranty. [Agent Solutions]

1. Verify Serial Number: Customer provided serial number, but it was not found in the system.

2. Request Email Verification: Customer provided email for account verification, but no account was found.

3. Create Account: Agent offered to create an account for the customer to register the washing machine.

4. Request for Photos: Agent requested photos of the gasket, proof of purchase, and serial number sticker for technical review.

5. Provide Case Number: Agent provided a case number for tracking the issue.

6. Discuss Receipt: Customer mentioned only having an order confirmation, not a full receipt. Agent advised that a proper invoice is needed for warranty registration.

7. Coordinate with Technical Experts: Agent will forward the photos to technical experts for further assistance.

[Final Resolution]

• Agent will coordinate with technical experts regarding the seal issue. Customer to provide requested photos. Awaiting further updates. [Service Notes]
• Customer has children, indicating potential urgency for resolution. Customer expressed frustration with the warranty registration process and lack of receipt. [Executive Summary] The customer contacted support regarding a slight rip in the seal of a washing machine purchased three months ago, seeking warranty assistance. The agent verified the serial number and attempted to locate the customer's account but found no record. An account was created, and the agent requested photos of the gasket and proof of purchase for technical review. The customer expressed frustration over the receipt issue, stating they only had an order confirmation. The agent will coordinate with technical experts and provide updates once the photos are received.

[Request] COORDINATE THE GASKET TO ECH AND DONE TASK