25/07 CALLS

CNU250725830881 VCU250725050829_01

Surname : FRITZ

Mobile Number : 07793555709

Post Code : DN4 8TD

1st Line of Address : 60 Wellingley Road, DONCASTER, DN4 8TD, GB

Email Address : b.fritz@sky.com

Model # : F4V310WSE.ABWQPUK

Serial # : 011PNKG26565

DOP : 15/03/2021

Retailer : MARKS ELECTRICAL

[Customer Issues] RNU250718028325 ENGINEER CAME OUT AND REPLACE THE

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling to complain about a malfunctioning washing machine and dishwasher, both of which have undergone repairs but continue to exhibit issues, including error messages and leaks.

2. Customer Request: Customer seeks to file a formal complaint regarding the repeated failures of both appliances and requests a follow-up on the repair status.

3. Agent Solution: Agent acknowledged the customer's frustrations and offered to create a case for the complaint. The agent assured the customer that they would receive a callback or update regarding the ongoing issues with the appliances.

4. Resolution Acceptance: Yes. The customer accepted the agent's proposal to file a complaint and appreciated the offer for follow-up.

5. Customer Pain Point: Customer is extremely dissatisfied with the repeated failures of both the washing machine and dishwasher, expressing frustration over the inadequate service and lack of resolution despite multiple repair attempts.

6. Notable Comments: Customer highlighted that both appliances are LG products and emphasized the inconvenience caused by not having functional washing and dishwashing capabilities, indicating a significant impact on their daily routine.

[AI Summary]

1. Contact Reason: Customer is calling to report ongoing issues with both a washing machine and a dishwasher, both of which have undergone repairs but are still malfunctioning, causing significant frustration.

2. Customer Request: Customer seeks to file a formal complaint regarding the repeated failures and poor service received, and requests an update on the situation.

3. Agent Solution: Agent acknowledged the customer's concerns and created a case for the complaint. The agent assured the customer that they would receive an update within two business days regarding the service issues and the status of the repairs.

4. Resolution Acceptance: Yes. The customer accepted the agent's proposal to file a complaint and appreciated the assurance of a follow-up.

5. Customer Pain Point: Customer expressed dissatisfaction with the repeated repairs and the lack of effective solutions, highlighting the inconvenience of being without both a washing machine and a dishwasher.

6. Notable Comments: Customer mentioned that multiple technicians had visited, with one being inexperienced, which contributed to the ongoing issues. The customer emphasized their frustration with both products being from LG and the inadequate service received.

[Request] DONE CREATING VOC FOR COMPLAIN

CNU250725831186

Surname : RUSDHARRY

Mobile Number : 07961842670

Post Code : DA2 6JF

1st Line of Address : 101 Fleet Road, DARTFORD, DA2 6JF, GB

Email Address : kritrusdharry@gmail.com

Model # : F4Y513WWLN1.ABWQPUK

Serial # : 410PNSV3M694

DOP : 27/12/2024

Retailer : CURRYS

[Customer Issues]

• WASHER
• CURRYS
• LAST YEAR
• WASH IS TAKING DOUBLE TIME TO WASH
• HALF AN HOUR WASH AND ITS TAKING MORE THAN HALF AN HOUR
• LAST WEEKS
• DELIQUTE
• SILK CLOTHES
• LESS THAN A KILO

Unit is properly balanced. Unplugged and plug in. Done empty cycle however issue didn't persists.

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is experiencing an issue with their LG washing machine, which is taking double the expected time to complete wash cycles since last week.

2. Customer Request: Customer seeks troubleshooting assistance and potential repair options if the issue persists.

3. Agent Solution: Agent provided troubleshooting steps, including running a short spin cycle without clothes and checking for error codes. The agent confirmed the washing machine is under a standard two-year warranty and offered to register the unit for a promotional extended warranty at no cost, requiring a photo of the purchase receipt and serial number.

4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to provide the necessary documentation for warranty registration.

5. Customer Pain Point: Customer expressed frustration over the washing machine's prolonged wash times, which disrupts their laundry routine, and noted that this is their first issue with LG products after years of satisfaction.

6. Notable Comments: Customer shared positive experiences with other LG appliances, indicating loyalty to the brand due to their reliability over many years.

[AI Summary]

1. Contact Reason: Customer is experiencing an issue with their LG washing machine, which is taking double the expected time to complete wash cycles since last week.

2. Customer Request: Customer seeks troubleshooting assistance and potential repair options if the issue persists.

3. Agent Solution: Agent provided troubleshooting steps, including running a short cycle without clothes and checking for error codes. The agent confirmed that the washing machine is functioning properly during an empty cycle and discussed the warranty details, offering to register the unit for an extended warranty at no cost, pending receipt of purchase documentation.

4. Resolution Acceptance: Yes. The customer accepted the troubleshooting steps and agreed to send the required documentation for warranty registration.

5. Customer Pain Point: Customer expressed frustration over the washing machine's prolonged wash times, which disrupts their laundry routine, despite having previously reliable LG appliances.

6. Notable Comments: Customer shared positive experiences with other LG products, indicating loyalty to the brand, and mentioned that this is their first call regarding the washing machine issue.

[Request] WAITING FOR REGISTERING

CNU250725833931

Surname : BELCHER

Mobile Number : 07731982761

Post Code : HD9 4FD

1st Line of Address : 20 Towngate Fold, HOLMFIRTH, HD9 4FD, GB

Email Address : sharronbelcher@me.com

Model # : GSB360BASZ.ADSQLGU

Serial # : 011TRQU1U292

DOP : 07/02/2021

Retailer :

[Customer Issues]

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling regarding a faulty compressor on their fridge freezer and has an open case related to this issue.

2. Customer Request: Customer seeks assistance in obtaining the compressor part needed for the repair, as the local engineer is unable to find it.

3. Agent Solution: Agent coordinated with the repair department and informed the customer that the compressor part cannot be provided directly. The agent explained that the local engineer must order the part from the warehouse and requested the engineer's report to validate the need for replacement.

4. Resolution Acceptance: No. The customer decided to call back after discussing the situation with their engineer, as they had already paid for the part.

5. Customer Pain Point: Customer is frustrated with the inability to obtain the necessary compressor part and the delay in the repair process, especially after already incurring costs.

6. Notable Comments: Customer mentioned having already paid the local engineer for the part, indicating a prior commitment to the repair process.

[Request] DONE

Surname :

Mobile Number : 07808899201

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER DOOR SEAL IS LEAKING

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling about an LG washing machine with a leaking door seal, expressing uncertainty about whether to replace the seal or purchase a new machine.

2. Customer Request: Customer seeks advice on whether to repair the door seal or consider buying a new washing machine, and requests contact information for a local engineer.

3. Agent Solution: Agent informed the customer that since the washing machine is approximately eight years old, they cannot offer a direct repair service. Instead, the agent provided the customer with contact details for an authorized service center to inquire about repair costs.

4. Resolution Acceptance: Yes. The customer accepted the solution and expressed gratitude for the provided contact information.

5. Customer Pain Point: Customer is frustrated by the leaking door seal and the uncertainty regarding the cost-effectiveness of repair versus replacement, given the age of the washing machine.

6. Notable Comments: Customer mentioned the washing machine has a 10-year warranty on the motor but is unsure if that applies to the door seal issue. Customer is willing to explore local repair options.

[Request] DONE PROVIDED ASC NUMBER SINCE THE UNIT IS 8YRS OLD

Surname :

Mobile Number : 07799377696

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] TV

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling about an LG television purchased two weeks ago, reporting poor sound quality described as "tinny" despite attempts to adjust settings.

2. Customer Request: Customer seeks assistance in obtaining a code or confirmation from an engineer regarding the sound issue to facilitate a return for a refund at the original purchase location.

3. Agent Solution: Agent acknowledged the issue and informed the customer that they were transferred to the correct department for television inquiries. The agent indicated that further troubleshooting or an engineer's assessment would be necessary to address the sound problem.

4. Resolution Acceptance: No. The customer did not accept a resolution as they were transferred to another department for further assistance.

5. Customer Pain Point: Customer expressed frustration over being unable to return the television due to store policy after usage and dissatisfaction with the product's sound quality.

6. Notable Comments: Customer mentioned visiting the store for a return but was denied due to the usage of the television, highlighting the need for a formal assessment to proceed with the return process.

[Request] DONE TRANSFERRED TO HE

CNU250725832245

Surname : BROOME

Mobile Number : 07866460783

Post Code : CF33 4HJ

1st Line of Address : 2 School House Close North Cornelly BRIDGEND, CF33 4HJ, GB

Email Address : stuart_broome@sky.com

Model # : GSXV80PZLE.APZQLGU

Serial # : 301TRHZ0P145

DOP : 26/04/2024

Retailer : COSTCO - FARNBOROUGH

[Customer Issues] Note: Customer is ringing us because he was expecting that he will receive the unit today. He wants to talk to resolutions team to verify the update.

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is inquiring about the delivery status of a unit that was supposed to be delivered on the same day but has not yet arrived.

2. Customer Request: Customer seeks an update on the delivery schedule and wants to know when the unit will be delivered.

3. Agent Solution: Agent checked the delivery status and informed the customer that the estimated time of arrival is July 25th, with a pickup scheduled for July 29th. The agent coordinated with the resolutions team for further assistance and promised to transfer the customer after documenting the details.

4. Resolution Acceptance: No. The customer did not accept the proposed delivery schedule as they were expecting the unit to be delivered that day.

5. Customer Pain Point: Customer is frustrated by the delay in delivery and the lack of communication from the logistics company, causing inconvenience.

6. Notable Comments: Customer mentioned they have been waiting all day for the delivery and expressed concern about the logistics company's reliability.

[Request] DONE TRANSFERRED TO RESO TEAM

Surname :

Mobile Number : 07921564226

Post Code :

1st Line of Address :

Email Address :

Model # : GSL325WBQV

Serial # : 408TRRC23654

DOP :

Retailer :

[Customer Issues] FRIDGE FREEZING IN THE FRIDGE COMPARTMENT -18 4

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is experiencing issues with an LG fridge freezer that intermittently freezes items in the fridge compartment, occurring every few days, possibly related to weather changes.

2. Customer Request: Customer seeks guidance on troubleshooting the freezing issue and information on the location of the water filter for maintenance.

3. Agent Solution: Agent advised the customer to increase the fridge temperature setting to 5 or 6 degrees and suggested defrosting the unit for 24 hours. The agent also provided the customer with the location of the water filter, indicating it may be at the back or sides of the fridge, and confirmed that it is not necessary to turn off the water supply while defrosting.

4. Resolution Acceptance: Yes. The customer accepted the troubleshooting steps and appreciated the guidance provided by the agent.

5. Customer Pain Point: Customer expressed frustration over the difficulty in locating the water filter and the inconvenience caused by the fridge freezing items, especially after spending considerable time trying to resolve the issue.

6. Notable Comments: Customer mentioned having prior experience selling fridges, indicating familiarity with appliance maintenance, and requested clear instructions for the filter replacement process.

[Request] DONE NO NEED TO DOCU

CNU250725833762

Surname : WILLIAMS

Mobile Number : 07737839852

Post Code : E9 5BE

1st Line of Address : Flat 5 Hensley Point, 41 Bradstock Road, LONDON, E9 5BE, GB

Email Address : adenikew@aol.co.uk

Model # : FH495BDS2.ABWQEUK

Serial # : 805KWDJ5P506

DOP :

Retailer : MARKS ELECTRICAL

[Customer Issues] WASHER DOOR IS NOT CLOSED

No error codes.

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is experiencing an issue with their washing machine, which indicates that the door is not closed properly, despite being closed.

2. Customer Request: Customer seeks assistance in resolving the door issue and potentially scheduling a repair if necessary.

3. Agent Solution: Agent created an account for the customer and gathered necessary information, including model and serial numbers. The agent informed the customer that the unit is out of warranty and provided contact information for authorized service centers for further assistance.

4. Resolution Acceptance: Yes. The customer accepted the agent's solution to receive contact details for service centers.

5. Customer Pain Point: Customer expressed frustration over the washing machine malfunctioning and the lack of warranty coverage for the issue, as well as confusion regarding the warranty terms.

6. Notable Comments: Customer mentioned the washing machine was purchased from a specific retailer but could not recall the exact purchase date. The customer also inquired about the warranty duration for the direct drive motor.

[Request] DONE

CNU250725833571

Surname : JEFFREY

Mobile Number : 02088798594 / 07752414933

Post Code : SE12 9TE

1st Line of Address : 10 Amblecote Road, LONDON, SE12 9TE, GB

Email Address : alisajeffrey@hotmail.co.uk

Model # : GSXV91MCAE.AMCQLGU

Serial # : 308TRXJ02018

DOP : 26/10/2023

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] D&G

[Consultation contents] settlement ppw raised and attached

[AI Summary]

1. Contact Reason: Customer is calling to inquire about repair information for a fridge freezer, specifically regarding a previous service visit and food loss issues.

2. Customer Request: Customer seeks details about the repair status and resolution for the food loss incident related to the fridge freezer.

3. Agent Solution: Agent attempted to verify customer details, including mobile number and post code, and checked the service history. The agent confirmed that the unit is still under warranty and that another department is handling the case, but could not provide further details.

4. Resolution Acceptance: No. The customer did not receive the specific information they were seeking regarding the repair and food loss.

5. Customer Pain Point: Customer expressed frustration over the lack of information about the previous service visit and the ongoing food loss issue, indicating a need for clearer communication.

6. Notable Comments: Customer mentioned that another department is already handling the case, which limited the agent's ability to provide comprehensive assistance.

[Request] DONE

RNU250725083994

Surname : MASONWEBB

Mobile Number : 07531543717

Post Code : CM3 5NY

1st Line of Address : 13, Southern Drive, CHELMSFORD, CM3 5NY, GB

Email Address : gmasonw@icloud.com

Model # : GML844PZKV.APZQLGU

Serial # :011TRQU1M316

DOP : 19/01/2021

Retailer : APPLIANCE CITY

[Customer Issues] [AI Summary]

1. Contact Reason: Customer is calling to complete payment for a previously discussed repair appointment for a refrigerator that is not cooling, affecting both the fridge and freezer compartments.

2. Customer Request: Customer seeks to finalize the payment process to book a priority repair appointment for the malfunctioning refrigerator.

3. Agent Solution: Agent confirmed the customer's details and informed them that the payment department would need to process the payment of £215. Once payment is completed, the repair engineer will contact the customer within two business days to schedule the exact date and time for the repair.

4. Resolution Acceptance: Yes. The customer accepted the process and was willing to wait for the payment department to finalize the payment.

5. Customer Pain Point: Customer expressed frustration over the inconvenience caused by the refrigerator not cooling, which is impacting their food storage.

6. Notable Comments: Customer mentioned they had previously discussed the repair with another agent and had an invoice from the retailer, Appliance City, which should be on file. [Consultation contents]

[Request] DONE BOOKING AND TRANSFERRED TO PAYMENT

CNU250725833843

Surname : JONES-MCFEELY

Mobile Number : 07837485867

Post Code : L4 3RS

1st Line of Address : 35 Arundel Street, LIVERPOOL, L4 3RS, GB

Email Address :

Model # : GSXV91BSAE.ABSQLGU

Serial # : 108TRRC2B646

DOP : 20/07/2022

Retailer : CURRYS

[Customer Issues] FRIDGE MONDAY

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling regarding a malfunctioning fridge freezer, which is reportedly only three years old. The customer has previously submitted a video and photo of the issue but has not received a timely response.

2. Customer Request: The customer seeks a resolution for the mechanical issue, specifically requesting a service appointment to fix the fridge, despite being informed it is out of warranty.

3. Agent Solution: The agent reviewed the submitted video and photo, confirming a mechanical issue but reiterated that the unit is out of warranty. The agent offered to escalate the case to a supervisor for further assistance and to ensure the customer receives a callback regarding the complaint.

4. Resolution Acceptance: No. The customer did not accept the proposed solution, expressing frustration over the lack of communication and the perceived inadequacy of the warranty coverage.

5. Customer Pain Point: The customer is frustrated with the prolonged response time and the mechanical failure of a high-cost appliance within three years of purchase. They feel that the service received has been inadequate and unprofessional.

6. Notable Comments: The customer expressed intent to escalate the issue to the ombudsman if not resolved satisfactorily and emphasized their dissatisfaction with the product's durability and the service process.

[AI Summary]

1. Contact Reason: Customer is calling regarding a malfunctioning fridge that is three years old, expressing frustration over delays in service and lack of communication after submitting a video and photo of the issue.

2. Customer Request: Customer seeks immediate resolution for the mechanical issue, requesting a service appointment to fix the fridge without incurring charges, as they believe it should be covered despite being out of warranty.

3. Agent Solution: Agent reviewed the submitted video and photo, confirming a mechanical issue but stated that the unit is out of warranty, thus requiring a chargeable repair. The agent offered to escalate the case to a supervisor for further assistance and provided the customer with a UK contact number for future inquiries.

4. Resolution Acceptance: No. The customer did not accept the proposed solution, expressing dissatisfaction with the out-of-warranty status and demanding a free repair due to the unit's age and malfunction.

5. Customer Pain Point: Customer is frustrated with the perceived lack of support and communication from LG, feeling that a fridge costing over a thousand pounds should not fail within three years, and is upset about being told the repair would be chargeable.

6. Notable Comments: Customer expressed a desire to escalate the complaint to higher management and mentioned the intention to contact the ombudsman if the issue is not resolved satisfactorily. The customer also requested to speak with a UK-based representative for better understanding.

[Request]

Surname : PANKHANIA

Mobile Number : 07398532468

Post Code : DE24 5DG

1st Line of Address : 23 Astwell Gardens Boulton Moor Derby DE24 5DG

Email Address : suraj_pankhania@live.co.uk

Model # : GSLV91PZAE.APZQLGU

Serial # : 111TRRC1D966

DOP : 22/10/2022

Retailer : 22/10/2022

[Customer Issues] PARTICLES WHITE FEW MONTHS AGO WATER TANK

Cleaned the water tank every two weeks. No white particles when water has been put in the water tank. Put 20 to 30 litters of water to drain and cleaned the dispenser.

[Consultation contents] Postcode Added

[AI Summary]

1. Contact Reason: Customer is calling to check the status of an open case regarding white particles coming from the water dispenser of their refrigerator, which has been an ongoing issue for two months.

2. Customer Request: Customer seeks an update on the case and resolution for the persistent issue, expressing frustration over previous repair attempts that did not resolve the problem.

3. Agent Solution: Agent reviewed the case and confirmed that the unit is out of warranty. The agent communicated that a replacement door is needed, but since the unit is out of warranty, the customer must coordinate with the service center for the replacement. The agent also noted that the technical team advised against booking the repair on their end.

4. Resolution Acceptance: No. The customer did not accept the proposed solution as they feel the replacement will not resolve the issue and expressed dissatisfaction with the service received.

5. Customer Pain Point: Customer is frustrated by the lack of resolution after multiple repair attempts, feeling that they are wasting money on services that do not address the underlying problem.

6. Notable Comments: Customer mentioned the possibility of pursuing a small claims court claim due to the perceived manufacturer defect and dissatisfaction with the service provided by both LG and the service center.

[Request] DOCU AND SEND AN EMAIL THAT WE CANNOT HAVE IT REPLACE ON OUR END