05/06 CALLS

CNU250605378229

Surname : PHILLIP GALLACHER

Mobile Number : 07785290172

Post Code : CA6 4PG

1st Line of Address :Hawthorn Cottage, Irthington

Email Address : gally1@sky.com

Model # : F4Y509WWLA1.ABWQPUK

Serial # : 410PNPD5V408

DOP : 01/06/2025

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues]

1/06 WASHER

[Consultation contents]

AI Summary Recommendations

1. Contact Reason: Customer is calling to verify the registration of a washing machine purchased on June 1, as he believes it should be covered by a five-year warranty, but he received a notification indicating a shorter warranty.

2. Customer Request: Customer seeks confirmation of the warranty registration and assistance in ensuring that the washing machine is registered for the full five-year warranty.

3. Agent Solution: Agent checked the customer's account and found no warranty registration. The agent requested additional information to complete the registration process, including the customer's address, mobile number, and the washing machine's serial number. The agent documented the information provided by the customer for warranty registration.

4. Resolution Acceptance: Yes. The customer accepted the agent's assistance in registering the warranty and provided the necessary details.

5. Customer Pain Point: Customer expressed frustration over the confusion regarding the warranty registration, particularly since he believed it was supposed to be a five-year warranty as advertised.

6. Notable Comments: Customer mentioned that his wife had attempted to register the warranty first, leading to potential confusion. He emphasized the importance of ensuring the warranty is correctly registered to avoid future issues.

[Request]

CNU250603358850

CNU250605378619

Surname : ARMSTRONG

Mobile Number : 07900254280

Post Code : CH2 1DE

1st Line of Address :9, Delvine Drive, CHESTER, CH2 1DE, GB

Email Address : tashhughes@hotmail.com

Model # : F4V309WNE.ABWQWUK

Serial # :109PWLUKN672

DOP : 08/11/2021

Retailer : CURRYS

[Customer Issues] 5yr warranty

[Consultation contents] AI Summary Recommendations

1. Contact Reason: Customer is inquiring about the eligibility of their washing machine for a five-year warranty and has not received any updates regarding their previous inquiry.

2. Customer Request: Customer seeks confirmation on warranty eligibility and wants to initiate a repair if the product is covered under warranty.

3. Agent Solution: Agent confirmed that the washing machine is eligible for the extended warranty. The agent requested the customer to resend the invoice and any necessary documentation via SMS to complete the warranty registration and facilitate the repair process.

4. Resolution Acceptance: Yes. The customer accepted the agent's solution and agreed to resend the required documents for warranty processing.

5. Customer Pain Point: Customer expressed frustration over the lack of communication regarding the warranty status and the need for repairs, indicating that the washing machine should not have broken down.

6. Notable Comments: Customer shared that it was raining in England during the call and expressed interest in the location of the call center, which is in the Philippines.

[Request] ONCE GET APPROVAL FOR 5YR WARRANTY WE WILL BOOK THE UNIT FOR REPAIR AFTER WILL RING MS. ARMSTRONG OR SEND SMS

Surname :

Mobile Number : 07828789165

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] EMAIL ADDRESS

[Consultation contents] AI Summary Recommendations

1. Contact Reason: Customer is calling to request an email address to send details about a fault with their purchased machine.

2. Customer Request: Seeks an email address to document and send the issues they are experiencing with the unit.

3. Agent Solution: Agent provided the customer with the website link (LG.com) where they can submit their issue online, as the agent could not provide a direct email address. The agent clarified that this is the process for reporting issues.

4. Resolution Acceptance: Yes. The customer accepted the suggestion to send the issue through the website.

5. Customer Pain Point: Customer expressed frustration over the need to provide personal information to receive assistance and wanted a direct email for communication.

6. Notable Comments: Customer mentioned this is their first time contacting LG customer service, indicating a lack of familiarity with the process.

[Request]

03301230106

Surname : HALEY

Mobile Number : 07967262136

Post Code : EH10 5PQ

1st Line of Address : 101 Craiglea Drive, EDINBURGH, EH10 5PQ, GB

Email Address : m22haley@gmail.com

Model # :

Serial # : 308WRNAKQ783

DOP :

Retailer :

[Customer Issues] JOHN LEWIS LG FRIDGE REPLACEMENT UPLIFT NUMBER

[Consultation contents]

05/06 - Retailer is calling for the uplift number in behalf for the customer replacement. Retailer will send the pop of the customer to our email CIC.UK@LGE.com.

request of POP APU-APU250604573977 BER CODE -TNR

[Request] CUTE RETAILER FROM JOHN LEWIS

CNU250605380985

Surname : VONKA

Mobile Number : 07551627667

Post Code : RG24 9LN

1st Line of Address :27 Cranesfield, BASINGSTOKE, RG24 9LN, GB

Email Address : cswilliams80@hotmail.co.uk

Model # : DF222FPS.APZQEUK

Serial # :208KWRE1D518

DOP : 07/07/2023

Retailer : JOHN LEWIS

[Customer Issues] dishwasher for repair since march the part has been sent to the engineer is faulty replacement

unable to fix

[Consultation contents] AI Summary Recommendations

1. Contact Reason: Customer is calling regarding a dishwasher that has been awaiting repair since March, with multiple faulty parts sent by the service provider, Pacifica Group, leading to frustration.

2. Customer Request: Customer is seeking a replacement dishwasher due to the ongoing issues and poor service from the repair provider.

3. Agent Solution: Agent acknowledged the situation and explained that a full engineer's report is required before considering a replacement. The agent will document the case and request the engineer's report to expedite the process.

4. Resolution Acceptance: No. The customer expressed dissatisfaction with the proposed solution, feeling it was unacceptable to wait further for a resolution.

5. Customer Pain Point: Customer is frustrated by the lengthy repair process, multiple faulty parts, and lack of timely service, feeling that LG's quality and service standards are not being met.

6. Notable Comments: Customer emphasized the dishwasher is under two years old and should not require replacement parts. They requested to speak with a manager for a more immediate resolution.

[Request]

CNU250605381280

Surname : ASHFORD

Mobile Number : 01785822870 / 07931092808

Post Code : ST20 0AY

1st Line of Address :Meadowside Little Onn Road, STAFFORD, ST20 0AY, GB

Email Address : latchetsmagnum@yahoo.com

Model # : F4V309WNW.ABWQPUK

Serial # :301PNQE4W996

DOP : 23/08/2023

Retailer : ELECTROBUY LTD T/A EURONICS IRELAND

[Customer Issues] WASHER AUGUST 23 2YEARS AND HAVE A 5YR WARRANTY

P2023-08-23301PNQE4W996 CERITIFICATE NUMBER

[Consultation contents] AI Summary Recommendations

1. Contact Reason: Customer is calling to clarify a letter received from Domestic & General stating that the standard two-year warranty on their washing machine is about to expire, despite having a five-year warranty registered with LG.

2. Customer Request: Customer seeks confirmation of their five-year warranty status and clarification on the expiration notice received.

3. Agent Solution: Agent verified the customer's five-year warranty registration, confirming it is valid until August 2028. The agent explained that the letter was likely a standard notification regarding the two-year warranty, which does not require action since the customer has the extended warranty. The agent also provided information on how to request service if needed.

4. Resolution Acceptance: Yes. The customer accepted the explanation regarding the warranty and appreciated the clarification provided by the agent.

5. Customer Pain Point: Customer expressed frustration over receiving a confusing letter about warranty expiration, leading to concerns about their coverage despite having a valid extended warranty.

6. Notable Comments: Customer mentioned they registered the warranty directly with LG and had documentation confirming the extended coverage. They also inquired about the process for obtaining service if needed in the future.

[Request]

Surname :

Mobile Number :

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents]

[Request]

CNU250605381628

Surname : LUCKAS

Mobile Number : 07826545451

Post Code : PO18 8SU

1st Line of Address :Weston Cottage, Cot Lane,

Email Address : p.luckas@sky.com

Model # : F4Y709WBTA1

Serial # : 305PNQE3M356

DOP : 31/05/2025

Retailer : JOHN LEWIS

[Customer Issues] APPLY FOR THE 5YR WARRANTY WASHER

[Consultation contents] AI Summary Recommendations

1. Contact Reason: Customer is calling to apply for an additional three-year warranty on a recently purchased LG washing machine and is experiencing issues with the registration process via the provided phone number.

2. Customer Request: Customer seeks assistance in registering the washing machine for the five-year warranty, providing the serial number and model details.

3. Agent Solution: Agent collected necessary information including the customer's name, address, mobile number, email, model number, and serial number. The agent confirmed the details and successfully registered the washing machine for the five-year warranty.

4. Resolution Acceptance: Yes. The customer accepted the registration confirmation for the warranty.

5. Customer Pain Point: Customer expressed frustration with the registration process, specifically the difficulty encountered when trying to register through the provided phone number.

6. Notable Comments: Customer mentioned purchasing the washing machine from John Lewis and provided the purchase date as May 31, 2025.

[Request]

CNU250605382030

Surname : CLOWES

Mobile Number : 07825545313

Post Code : LL18 2BT

1st Line of Address :53 Vale Road, RHYL, LL18 2BT, GB

Email Address : yvonneclowes@yahoo.co.uk

Model # : GMX844MC6F.AMCQLGU

Serial # :204TRLV2D552

DOP : 01/05/2022

Retailer :

[Customer Issues]

[Consultation contents] AI Summary Recommendations

1. Contact Reason: Customer is calling regarding a missed repair appointment for a fridge freezer, which was scheduled for the previous day but no technician arrived.

2. Customer Request: Customer seeks an update on the repair status and requests communication from the service engineer regarding the delay.

3. Agent Solution: Agent confirmed that the repair was delayed due to parts not being received. The agent raised a case to request an update from the authorized service center and provided the customer with contact numbers for the service engineer. The agent also promised to send an email to the service center to expedite the process.

4. Resolution Acceptance: Yes. The customer accepted the agent's proposal to follow up with the service center and appreciated the provided contact information.

5. Customer Pain Point: Customer expressed frustration over the lack of communication regarding the repair status and the potential risk of food spoilage due to the malfunctioning freezer.

6. Notable Comments: Customer emphasized the urgency of the situation, mentioning that the freezer is full and that timely updates are crucial to prevent further issues.

[Request]

07535456594

Surname : STIRA

Mobile Number : 07446867262

Post Code : SK13 8GQ

1st Line of Address : 42 JOHNS WOLTONS CLOSE

Email Address : s.sara2006@hotmail.co.uk

Model # : GSXV91BSAE.ABSQLGU

Serial # :401TRYDED938

DOP : 04/04/2025

Retailer : ONE TIME OTHER ACCOUNT

[Customer Issues] FRIDGE FREEZER UPLIFT LETTER THE RETAILER MODEX APPLIANCES LIMETED LG FRIDGE FREEZER

[Consultation contents] AI Summary Recommendations

1. Contact Reason: Customer is inquiring about the uplift process for an LG American fridge freezer that needs replacement, as the retailer does not have the same model in stock.

2. Customer Request: Customer seeks clarification on the uplift process and potential alternative resolutions for the customer who is awaiting a replacement.

3. Agent Solution: Agent explained that since the uplift letter was issued, the retailer must provide alternative resolutions, such as offering a different brand at the same price or issuing a refund. The agent also mentioned that the manufacturer warranty applies, and the retailer cannot repair the unit without LG's support.

4. Resolution Acceptance: No. The customer did not accept the proposed solution as they were looking for more options regarding the replacement or repair of the fridge.

5. Customer Pain Point: Customer expressed frustration over the lack of available replacements and the limitations imposed by the uplift letter, feeling that the situation is unfair to the end customer.

6. Notable Comments: Customer highlighted that the uplift letter was issued, but they believe the retailer should still have the option to repair or replace the unit under warranty, indicating a disconnect between the retailer and LG's policies.

[Request]

CNU250529325248

Surname : MAHMUD

Mobile Number : 02088798473 / 07508692244

Post Code : B6 5UG

1st Line of Address :169 Church Lane, BIRMINGHAM, Aston, B6 5UG, GB

Email Address : mutahar2@hotmail.co.uk

Model # : GBV3200DPY.APYQLGT

Serial # :501TRHZF9385

DOP : 05/05/2025

Retailer : CURRYS

[Customer Issues] THE CURRYS ADVISE

[Consultation contents]

05/06 - Contacted the customer to advise that his unit is not part of our promotional warranty however it still have the standard 2year warranty for parts and labor. Agent asks where the customer get the information that his unit can be registered for the extended warranty and customer said that the Currys advise him to register it with us.

Customer is fine about the standard warranty it's just he would go back to Currys and ask why they advise that warranty to him.

This model GBV3200DPY isn't part of the 5 Year promotion

Please contact the customer and advise it has the standard 2-year warranty.

If the customer has seemed LG Marketing that shows it was part of the 5-year promotion, please tag to 5-year warranty for investigation.

[Request]

CNU250605384263

Surname : TILNEY and DYER

Mobile Number : 07824845016 Ms. dyer / 07970955218 Mr. Tinley new number / 07812076409 OLD NUMBER

Post Code : CT14 9LA

1st Line of Address :55 Cross Road, DEAL, CT14 9LA, GB

Email Address : toocantil@aol.com

Model # : GML844PZ6F.APZQLGU

Serial # :305TRFK16371

DOP : 24/08/2023

Retailer : DOMESTIC & GENERAL STAFF SALES

[Customer Issues] FRIDGE REPAIR REQUEST between 10 or 12 o clock since ms. dyer have an appointment

[Consultation contents] AI Summary Recommendations

1. Contact Reason: Customer is inquiring about the status of a repair request for their LG fridge, as they have not received any updates due to a lost or stolen phone.

2. Customer Request: Customer seeks to confirm the progress of their repair and update their contact information for future communications.

3. Agent Solution: Agent verified the customer's identity and confirmed that the repair was scheduled for June 11. The agent updated the customer's contact number and noted the preferred morning appointment time between 10 AM and 12 PM. The agent also added the partner's contact information for account access.

4. Resolution Acceptance: Yes. The customer accepted the scheduled repair date and confirmed the updated contact details.

5. Customer Pain Point: Customer expressed frustration over not receiving updates about the repair due to their lost phone and the inconvenience caused by the lack of communication.

6. Notable Comments: Customer mentioned that their partner has a prior appointment at 3 PM on the same day as the repair, emphasizing the need for a morning appointment. Customer also noted previous attempts to change the appointment through the chat service.

[Request] request sending email to asc for the preffered time of the customer done

Surname :

Mobile Number : 07875096583

Post Code :

1st Line of Address :

Email Address :

Model # : GSLV70PZTF.APZQEUK

Serial # :

DOP :

Retailer :

[Customer Issues] repair and fridge freezer water is working

[Consultation contents] AI Summary Recommendations

1. Contact Reason: Customer is calling to inquire about a quotation for a repair on an LG American-style freezer, specifically regarding an issue where ice is not forming despite the water filter functioning properly.

2. Customer Request: Customer seeks a quotation for the repair service, as the freezer is out of warranty and they want to know the cost of the service call.

3. Agent Solution: Agent verified the model number of the freezer and informed the customer that the charge for the repair service would be £215. The agent provided this information after confirming the type of freezer and checking the relevant details.

4. Resolution Acceptance: Yes. The customer accepted the quoted price of £215 for the repair service.

5. Customer Pain Point: Customer expressed frustration over the ice not forming in the freezer, indicating that they had already attempted troubleshooting without success.

6. Notable Comments: Customer mentioned the model number of the freezer during the call and confirmed that it is a side-by-side American-style unit.

[Request]

CNU250605384073 - for booking

CNU250605384229 - WARRANTY

Surname : PATEL, TRUPTI

Mobile Number : 07526381226

Post Code : CR7 7LD

1st Line of Address : 96 Beverstone Road,

Email Address : trupti96@live.co.uk

Model # : F4V310SNE.ASSQPUK

Serial # : 011PNYU03706

DOP : 24/12/2020

Retailer : CURRYS

[Customer Issues] WASHER PROBLEM dE2

LOCKING COMPLETELY LIGHT LOAD CLEAN ONCE A WEEK NO TRAPPED CLOTHES AT THE DOOR LOCKING MECHANISH DOESNT HAVE DAMAGE TRIED THE EMPTY CYCLE NO DAMAGE AT THE GASKET RUBBER UNPLUG AND ERROR CODE PERSIST

[Consultation contents] AI Summary Recommendations

1. Contact Reason: Customer is calling regarding a DE2 error code on their washing machine, which has been in use for nearly five years. They are unsure about the warranty coverage and have been advised to provide a receipt for service.

2. Customer Request: Customer seeks clarification on warranty coverage and requests a service appointment to address the error code issue.

3. Agent Solution: Agent verified the customer's details and explained that the washing machine has a standard two-year warranty, with a ten-year warranty only covering the motor. The agent requested the receipt to schedule a service appointment for the error code issue, confirming that no charges would apply if the warranty covers the repair.

4. Resolution Acceptance: Yes. The customer accepted the need to provide the receipt for scheduling the service appointment.

5. Customer Pain Point: Customer expressed frustration over the lack of clarity regarding warranty coverage and feels that the warranty terms were not adequately explained at the time of purchase.

6. Notable Comments: Customer emphasized their loyalty to LG products and mentioned that they have had no prior issues with LG appliances, highlighting their expectation for good customer service from a reputable brand.

[Request]