19/08 CALLS

Surname : AMRIR

Mobile Number : 07852126628

Post Code : E14 9FU

1st Line of Address : Flat 403 Prestons Road, LONDON, E14 9FU, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] [AI Summary]

1. Contact Reason: Customer called regarding an issue with their TV, but the call was disconnected before the problem could be fully discussed.

2. Customer Request: Customer seeks assistance with their TV issue and wants to reconnect with the appropriate department for resolution.

3. Agent Solution: Agent identified that the customer was in the wrong department for TV inquiries and offered to transfer the call to the television support team. The agent confirmed the customer's willingness to wait for the transfer.

4. Resolution Acceptance: Yes. The customer accepted the transfer to the correct department for further assistance.

5. Customer Pain Point: Customer expressed frustration due to the call disconnection and the need to be transferred to another department for help with their TV.

6. Notable Comments: Customer was initially confused about the department they were speaking with and requested clarification on the services provided.

[Request] DONE NO NEED TO DOCU

RNU250819064683

Surname : BROUGH

Mobile Number : 07497754608

Post Code : S64 0LD

1st Line of Address : 12 Harlington Road, MEXBOROUGH, S64 0LD, GB

Email Address : daniellebrough@rocketmail.com

Model # : F4V1112BTSA.ABLQPUK

Serial # : 209PNGX4G231

DOP : 21/12/2022

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] WASHER UNIT TURN ITSELF OFF

Unit is connected directly to the wall outlet. Unit outlet is not sharing any other appliance to the same wall outlet. Test and plug in other appliance to the wall outlet of the washer however the outlet is fine. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling about a washing machine that was repaired last week but continues to turn off by itself during the wash cycle after about five minutes.

2. Customer Request: Customer seeks a follow-up repair appointment to address the ongoing issue with the washing machine.

3. Agent Solution: Agent confirmed the previous repair and coordinated with the repair department to schedule another visit. The agent collected necessary information, including the washing machine's serial number and confirmed that it is plugged into a dedicated outlet. A new service appointment was booked, and the customer will receive a reference number.

4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to the scheduled repair appointment.

5. Customer Pain Point: Customer expressed frustration over the washing machine malfunctioning again after a recent repair, causing inconvenience in their laundry routine.

6. Notable Comments: Customer mentioned that the washing machine was purchased from a specific retailer and confirmed that no other appliances are connected to the same outlet, indicating that the electrical supply is not the issue.

[[AI Summary]

1. Contact Reason: Customer is calling regarding a washing machine that continues to turn off during operation, despite a recent repair attempt.

2. Customer Request: Customer seeks a follow-up repair appointment to address the ongoing issue with the washing machine.

3. Agent Solution: Agent confirmed the previous repair details and coordinated with the repair department to schedule another visit. The agent asked for additional information about the washing machine's power connection and verified the serial number and customer contact details for documentation.

4. Resolution Acceptance: Yes. The customer accepted the proposed solution of scheduling another repair visit.

5. Customer Pain Point: Customer expressed frustration over the washing machine's persistent malfunction and the inconvenience caused by the need for repeated repairs.

6. Notable Comments: Customer mentioned that the washing machine is connected directly to a power outlet and that other appliances work fine, indicating the issue is likely with the washing machine itself.

[Request] DONE BOOKING FOR RECALL AND SMS

Surname : WATSON

Mobile Number : 07934186955

Post Code : WS3 2LL

1st Line of Address :

Email Address : jaynewatson94@gmail.com

Model # : F6V1010BTSE.ABLQPUK

Serial # :111PNDW37370

DOP : 13/01/2022

Retailer : CURRYS

[Customer Issues] WASHER LEAKAGE UNDERNEATH OR DOOR

P2022-01-13111PNDW37370

CNU250819057441

doors - Gasket doesn't have any visible damage or tears. Cleaned the gasket. No any damage on the door lock mechanism. underneath - No error codes. Checked the inlet and outlet pipes doesn't have any visible damage.

No parking permit needed.

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling about a leaking LG washing machine purchased on January 30, 2022, which appears to be leaking from the door area.

2. Customer Request: Customer seeks a technician to inspect the washing machine for the leak without needing to provide photographic evidence.

3. Agent Solution: Agent explained that a photo or video of the leak is required to validate the issue before scheduling a technician visit. The agent reiterated the need for proof to determine if the repair would be covered under warranty.

4. Resolution Acceptance: No. The customer expressed frustration with the requirement for photographic evidence and insisted on having a technician visit without additional steps.

5. Customer Pain Point: Customer is frustrated by the process of needing to provide proof of the leak before getting service, feeling it is unreasonable and time-consuming.

6. Notable Comments: Customer mentioned that the leak is damaging their kitchen floor and expressed dissatisfaction with the service process, calling it "pathetic."

[AI Summary]

1. Contact Reason: Customer is calling about a leaking LG washing machine purchased on January 30, 2022, and reports that water seems to be leaking from the door area.

2. Customer Request: Customer seeks a technician to inspect the washing machine for the leak without needing to provide photographic evidence.

3. Agent Solution: Agent explained the need for photographic or video evidence of the leak to validate the issue before scheduling a technician visit. The agent created an account for the customer to facilitate sending the evidence and booking the service.

4. Resolution Acceptance: No. The customer expressed frustration with the requirement for evidence and insisted on having a technician visit without it.

5. Customer Pain Point: Customer is frustrated by the requirement to provide proof of the leak before service can be scheduled, feeling it is unreasonable given the circumstances.

6. Notable Comments: Customer mentioned that the leak is damaging their kitchen floor and expressed dissatisfaction with the service process, calling it "pathetic."

[Request] WILL WAIT FOR THE PHOTO

Surname : BETASELO

Mobile Number : 07950581314

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

RNU250812016140

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is inquiring about the possibility of an earlier repair appointment for a washing machine, currently scheduled for August 18, 2025.

2. Customer Request: Customer seeks to find out if there are any sooner service dates available for the washing machine repair.

3. Agent Solution: Agent explained that the current appointment is the earliest available and that the scheduling process typically takes one to two business days. The agent marked the case as urgent to emphasize the customer's need for a quicker resolution and assured the customer that the service team would be aware of the urgency.

4. Resolution Acceptance: No. The customer did not accept the current solution as they are still seeking an earlier appointment.

5. Customer Pain Point: Customer expressed frustration over the long wait for the repair and the inconvenience of not having access to a washing machine, highlighting their struggle without a functional unit.

6. Notable Comments: Customer mentioned that a service engineer had previously come on a weekend, indicating a preference for weekend appointments due to their current situation.

[AI Summary]

1. Contact Reason: Customer is calling regarding ongoing issues with their washing machine, which has not been functioning properly for two weeks and has required multiple repair attempts.

2. Customer Request: Customer seeks a quicker service appointment or resolution for the washing machine issue, expressing frustration over the long wait times for repairs.

3. Agent Solution: Agent reviewed the customer's account and noted that the last repair request was rejected by engineers. The agent suggested that the customer coordinate directly with the repair company for a faster resolution and confirmed that a part needs to be ordered for the washing machine.

4. Resolution Acceptance: No. The customer did not accept the proposed solution as they were dissatisfied with the long wait times and lack of communication regarding the repairs.

5. Customer Pain Point: Customer is frustrated by the repeated failures of the washing machine and the extended wait for repairs, which has forced them to travel to wash clothes.

6. Notable Comments: Customer mentioned having previously owned a reliable washing machine for 15 years and expressed disappointment in the current LG model, indicating a strong expectation for quality based on past experience.

[Request]

CNU250819058786

Surname : HEWAGE

Mobile Number : 07727104111

Post Code : RG12 1DU

1st Line of Address : Flat 1 Ferriby Court, High Street, BRACKNELL, RG12 1DU, GB

Email Address : chinthahewage@yahoo.com

Model # : FWV686WTE.ABWQWUK

Serial # : 107PWHSL1145

DOP :

Retailer : CURRYS

[Customer Issues] WASHER CURRYS CARE AND REPAIR PLAN NOT SPINNING IN A WASH DIAL PAD DOESN'T WORK

Unit is properly leveled. Customer is putting normal load and she also tried to do less load however the issue still happened. Drain hose isn't clogged or restricted. Not leaking. No error codes. Dial pad is blinking and some part of it doesn't have a light now. Cleaned the pump filter. CL sometimes turn on itself so customer needs to let the unit cool down before she can remove and open the unit. Control panel doesn't have any visible damage and didn't get soak with water. Unplugged and plug in. Issue persists.

Parking permit needed from the council since customer lives in a town center in the middle so no parking is available.

[Consultation contents]

Ah but I'm not far from the college spill center. please said the have 3 hour parking all day long. Uh Unfortunately Uh I don't have a parking. Yes. I need parking parking permit from the council. Probably only the morning can come in.

TS: Unit is properly leveled. Customer is putting normal load, and she also tried to do less load however the issue still happened. Drain hose isn't clogged or restricted. Not leaking. No error codes. Dial pad is blinking and some part of it doesn't have a light now. Cleaned the pump filter. CL sometimes turn on itself so customer needs to let the unit cool down before she can remove and open the unit. Control panel doesn't have any visible damage and didn't get soak with water. Unplugged and plug in. Issue persists.

[AI Summary]

1. Contact Reason: Customer is calling regarding a washing machine purchased from Currys that has stopped spinning and has issues with the control panel, including non-functioning dials and blinking lights.

2. Customer Request: Customer seeks troubleshooting assistance and potentially a repair appointment due to the ongoing issues with the washing machine.

3. Agent Solution: Agent provided troubleshooting steps, including checking the load size, ensuring the drain hose is clear, and suggested cleaning the pump filter. The agent also noted the need for a technician visit if the issues persist after maintenance. The customer was informed that the technician would not revisit if the problem was due to maintenance issues.

4. Resolution Acceptance: Yes. The customer accepted the suggestion to clean the pump filter before scheduling a technician visit.

5. Customer Pain Point: Customer expressed frustration with the washing machine's unreliability, particularly the inconvenience of having to force it to spin and the lack of time to troubleshoot due to a busy schedule.

6. Notable Comments: Customer mentioned working two jobs and needing clean clothes regularly, indicating the washing machine's importance in their daily routine. The customer also noted a minor leak but did not consider it a significant issue until now.

[AI Summary]

1. Contact Reason: Customer is calling about a washing machine purchased from Currys, which has stopped spinning during the wash cycle and has issues with the control panel lights not functioning properly.

2. Customer Request: Customer seeks troubleshooting assistance and potentially a repair appointment due to the ongoing issues with the washing machine.

3. Agent Solution: Agent provided troubleshooting steps, including checking the load size, ensuring the drain hose is clear, and cleaning the pump filter. The agent also advised the customer to unplug the machine and check for visible damage. A repair appointment was discussed, contingent on the customer providing a video of the malfunctioning panel.

4. Resolution Acceptance: Yes. The customer accepted the need to send a video for further assessment and agreed to schedule a repair once the video is received.

5. Customer Pain Point: Customer expressed frustration over the washing machine's unreliability, especially as they rely on it for clean clothes while managing two jobs. They also mentioned the inconvenience of having to repeatedly troubleshoot the machine.

6. Notable Comments: Customer highlighted their loyalty to LG products and expressed disappointment in the complexity of the video submission process, particularly for elderly customers who may struggle with technology.

[Request] VIDEO THEN BOOK

Surname :

Mobile Number :

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] DRUM THE FRONT WASHER

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling about a broken washing machine, specifically mentioning that the drum is broken and has not been functioning properly for over a year.

2. Customer Request: Customer seeks assistance in resolving the issue, expressing frustration over previous unhelpful interactions with LG and Currys, and is considering switching to a different brand.

3. Agent Solution: Agent coordinated the issue with technical experts and informed the customer that the drum repair is not covered by warranty, resulting in a charge of £175 for the repair. The agent acknowledged the customer's concerns but reiterated the warranty limitations.

4. Resolution Acceptance: No. The customer rejected the proposed repair solution, expressing dissatisfaction with the warranty coverage and the quality of the machine.

5. Customer Pain Point: Customer is frustrated by the ongoing issues with the washing machine, feeling that it is not fit for purpose, and has experienced poor customer service from both LG and Currys.

6. Notable Comments: Customer indicated a strong desire to share their negative experience online and mentioned that they have been without a functioning machine for over a year, highlighting a lack of effective support from LG.

[Request]

Surname : SHARMA-NEPAL

Mobile Number : 07482400501 / 07432140838

Post Code : AL10 8HB

1st Line of Address : 16 Haseldine Meadows, HATFIELD, HERTFORDSHIRE, AL10 8HB, GB

Email Address : eye.golden82@yahoo.com

Model # : GBM21HSADH.AHSQLGU

Serial # : 404XHZB01909

DOP : 24/06/2024

Retailer : CURRYS

[Customer Issues] CNU250813014986 Unit is not cooling

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling regarding a refrigerator that is not cooling properly; the freezer is completely defrosted, and the customer has attempted to adjust the temperature without success.

2. Customer Request: Customer is seeking an urgent repair appointment for the refrigerator, expressing frustration over the delay in service.

3. Agent Solution: The agent checked the system and confirmed that a repair appointment was scheduled for September 1. The agent acknowledged the customer's concerns and attempted to explain the delay in accessing the job for the engineer.

4. Resolution Acceptance: No. The customer did not accept the proposed solution due to the long wait time for the repair appointment, expressing urgency due to having a small child and needing to store food.

5. Customer Pain Point: Customer is frustrated with the refrigerator malfunctioning after only one year of use and is upset about the delay in getting a repair service, questioning the reliability of the LG brand.

6. Notable Comments: Customer mentioned the urgency of the situation due to having a small child and expressed dissatisfaction with the product's performance, indicating they expected better quality from LG.

[AI Summary]

1. Contact Reason: Customer is calling regarding a refrigerator that is not cooling properly, with the freezer completely defrosted and unable to maintain temperature.

2. Customer Request: Customer seeks an urgent repair appointment for the refrigerator, expressing frustration over the delay in service since the initial booking on August 14.

3. Agent Solution: Agent confirmed the issue and checked the repair status, explaining that the engineer had not yet accepted the job. The agent promised to send an email to the repair department requesting the soonest possible appointment, emphasizing the urgency due to the customer's situation with small children.

4. Resolution Acceptance: No. The customer did not accept the proposed solution as they require immediate assistance and expressed dissatisfaction with the long wait time for service.

5. Customer Pain Point: Customer is frustrated with the refrigerator malfunctioning after only one year of use and the inconvenience caused by not having a functioning fridge, especially with small children in the household.

6. Notable Comments: Customer mentioned the high cost of the refrigerator and expressed disappointment in the product quality, stating they expected better performance from an LG appliance. They also indicated they would follow up if they did not receive a timely response regarding the repair.

[Request] DOCU

CNU250819060399

Surname : VASUDEVAN

Mobile Number : 07852305144

Post Code : SM6 9RR

1st Line of Address : 8 Oaklands Way, WALLINGTON, SM6 9RR, GB

Email Address : veedilip@yahoo.com

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER REPAIR

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling regarding a washing machine repair that was initiated 19 days ago but remains unresolved. The customer expresses frustration over poor service and multiple calls without resolution.

2. Customer Request: The customer seeks immediate updates on the repair status and a resolution, expressing dissatisfaction with the ongoing delays and lack of communication.

3. Agent Solution: The agent checked the repair status and informed the customer that the repair was canceled due to unavailability of parts. The agent coordinated with the resolutions team to request an update from LG specialists regarding alternative resolutions, such as a refund or replacement.

4. Resolution Acceptance: No. The customer did not accept the proposed solution, expressing frustration over the prolonged wait and lack of concrete answers.

5. Customer Pain Point: The customer is highly frustrated with the service delays, having been without a washing machine for 19 days. They feel that the service is inadequate and are considering escalating the issue to higher authorities.

6. Notable Comments: The customer emphasized the inconvenience caused by the lack of a washing machine and the time spent on calls without resolution. They requested that the agent push for a quicker resolution and mentioned the possibility of filing a complaint with financial authorities if the issue is not resolved promptly.

[Request] DONE

HE GOT SATISFACTION SURVEY CNU250819060568

RNU250819068081

Surname : DAOUD

Mobile Number : 07437951874

Post Code : M6 8WA

1st Line of Address : 217 Lancaster Road, SALFORD, M6 8WA, GB

Email Address : mohamadabdelrazek@gmail.com

Model # : F4Y511WBLN1.ABWQPUK

Serial # : 307PNSV4S726

DOP : 31/10/2023

Retailer : ARGOS DIRECT

[Customer Issues] WASHER COTTOM, ECO 4060, SPORTS WEAR,

Mixed Fabric, Cotton wash, Eco 40-60 and Easy care is the setting that the customer is using when it is stopping on the wash cycle before on the spin cycle. Customer is washing normal loads. Unit is properly leveled. Done quick empty cycle. Unplugged and plug in the unit. Issue persists.

No parking permit needed.

[Consultation contents] N [AI Summary]

1. Contact Reason: Customer is experiencing issues with their washing machine, which is under warranty. The machine stops mid-cycle and displays an unreadable error code, particularly during certain cycles.

2. Customer Request: Customer seeks assistance in diagnosing the error and potentially scheduling a service appointment if the issue cannot be resolved through troubleshooting.

3. Agent Solution: Agent guided the customer through troubleshooting steps, including performing an empty cycle and checking for error codes. The agent requested the customer to take a photo or video of the error display for further analysis and to coordinate with a technical expert.

4. Resolution Acceptance: Yes. The customer agreed to send a video and photo of the error code for further assistance.

5. Customer Pain Point: Customer is frustrated with the washing machine's unreliability, especially since it has been malfunctioning despite being relatively new and under warranty.

6. Notable Comments: Customer mentioned previous issues with the machine and expressed urgency in resolving the problem, as it disrupts their laundry routine.

[AI Summary]

1. Contact Reason: The customer is calling regarding a washing machine under warranty that is displaying an error code and stopping mid-cycle during operation.

2. Customer Request: The customer seeks assistance in diagnosing the issue and potentially scheduling a service appointment if the problem persists.

3. Agent Solution: The agent guided the customer through troubleshooting steps, including performing an empty cycle and checking for error codes. The agent requested the customer to send a video and photos of the error display for further assessment. A case number was provided for tracking the issue.

4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to send the requested video and photos for further evaluation.

5. Customer Pain Point: The customer expressed frustration with the washing machine's recurring issues, particularly the mid-cycle stoppage and unclear error messages, which have disrupted their laundry routine.

6. Notable Comments: The customer mentioned previous issues with the machine and emphasized the need for a quick resolution, as they rely on the washing machine frequently. The customer also requested a ticket number for reference when submitting the video and photos.

[AI Summary]

1. Contact Reason: Customer is experiencing issues with their washing machine, specifically that it stops mid-cycle and requires manual intervention to restart, along with displaying an error code UE intermittently.

2. Customer Request: Customer seeks a technician's visit to diagnose and resolve the washing machine's malfunction.

3. Agent Solution: Agent reviewed the customer's uploaded video and explained that the washing machine's cycle time display is normal based on load. The agent coordinated with technical experts and scheduled a technician visit for further inspection, advising the customer to send another video for better assessment.

4. Resolution Acceptance: Yes. The customer accepted the proposed technician visit and provided a preferred date for the appointment.

5. Customer Pain Point: Customer is frustrated with the washing machine's inability to complete cycles independently, causing inconvenience and concern about the machine's reliability.

6. Notable Comments: Customer mentioned that the washing machine is large and typically loaded to its maximum capacity, indicating that the issue is not due to overloading. The customer also expressed a desire for timely updates regarding the technician's visit.

[Request] DONE BOOKING FOR THE REPAIR AND SMS

CNU250819061033

RNU250819067359

Surname : REKULA

Mobile Number : 07867036659

Post Code : E6 2RB

1st Line of Address : 120 Market Street, LONDON, E6 2RB, GB

Email Address : sravankumarrekula@gmail.com

Model # : F2T208WSE.ABWQMUK

Serial # : 311VOJZ09172

DOP : 22/02/2024

Retailer : JOHN LEWIS

[Customer Issues] 120 MARKET STREET 25271331

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling regarding a washing machine that was previously repaired but still has a minor leak, indicating that the repair was not fully effective.

2. Customer Request: Customer seeks to reschedule a repair appointment to address the ongoing leakage issue, as the technician did not return after the initial visit.

3. Agent Solution: Agent verified the customer's job number and confirmed that the previous repair was not logged in their system. The agent then scheduled a recall job for the washing machine repair, ensuring that the necessary parts would be brought by the technician. The customer was informed that the technician would contact them within two business days to confirm the exact date of the visit.

4. Resolution Acceptance: Yes. The customer accepted the proposed solution and expressed gratitude for the assistance in rescheduling the repair.

5. Customer Pain Point: Customer is frustrated by the ongoing leakage issue and the lack of follow-up from the technician after the initial repair, especially since they have a small baby at home.

6. Notable Comments: Customer mentioned that they were out of the country during the previous scheduled repair and requested that the technician be informed about parking arrangements for the visit. They also prefer to be contacted via email for updates to avoid missing phone calls.

[AI Summary]

1. Contact Reason: Customer is calling regarding a washing machine that was previously repaired but is still leaking, indicating that the issue was not fully resolved during the last service visit.

2. Customer Request: Customer seeks to reschedule a repair appointment to address the ongoing leakage issue, as the technician did not return with the necessary spare parts.

3. Agent Solution: Agent verified the job number and confirmed that the previous repair was not logged in their system. The agent coordinated with the service team to schedule a recall job for the washing machine, ensuring that the technician would be informed about parking arrangements and customer availability.

4. Resolution Acceptance: Yes. The customer accepted the proposed solution to reschedule the repair and expressed gratitude for the assistance.

5. Customer Pain Point: Customer is frustrated by the unresolved leakage issue and the lack of communication regarding the follow-up repair visit, especially since they have a small baby at home.

6. Notable Comments: Customer mentioned that the technician had provided a temporary fix previously and expressed concern that the minor leakage could worsen over time. They also offered to assist with parking arrangements for the technician's visit.

[Request] DONE BOOKING AND SMS

Surname : TRICKETT

Mobile Number : 07799345656

Post Code : WR1 3JQ

1st Line of Address : 8 Townsend Street, Barbourne WR1 3JQ

Email Address : andrew.trickett01@outlook.com

Model # : F4V309WNW.ABWQPUK

Serial # : 201PNDW0W722

DOP : 05/10/2022

Retailer : THE WASH HOUSE LTD 04/995

[Customer Issues] WASHER Refund for the unit.

[Consultation contents] Note: Customer is following up about his ongoing case for his unit. Customer also wants to have a refund for this unit.

[AI Summary]

1. Contact Reason: Customer is experiencing ongoing issues with their LG washing machine and insists on resolving the matter during the call.

2. Customer Request: Customer requests to have their account details taken and seeks assistance from the resolutions team to address the ongoing problem.

3. Agent Solution: Agent verified the customer's identity by asking for their surname and postcode. The agent then informed the customer that they would transfer the case to the resolutions team for further assistance.

4. Resolution Acceptance: Yes. The customer accepted the transfer to the resolutions team, indicating willingness to proceed with the resolution process.

5. Customer Pain Point: Customer is frustrated with the prolonged nature of the washing machine issue and expresses urgency in resolving it.

6. Notable Comments: Customer emphasized their determination to stay on the call until the issue is resolved, indicating the importance of the matter to them.

[AI Summary]

1. Contact Reason: Customer is calling regarding an ongoing issue with their LG washing machine, expressing frustration over the lack of resolution and wanting to sort it out immediately.

2. Customer Request: The customer is seeking a refund for the washing machine due to delays in receiving a replacement unit and dissatisfaction with the service.

3. Agent Solution: The agent confirmed the customer's details and initiated a transfer to the resolutions team for further assistance. The agent documented the customer's request for a refund and noted the ongoing case for follow-up.

4. Resolution Acceptance: No. The customer did not accept the current solution as they are still waiting for a resolution and are insisting on a refund.

5. Customer Pain Point: The customer is frustrated with the prolonged issue and inadequate service, highlighting that they have not received the replacement washing machine as promised.

6. Notable Comments: The customer mentioned receiving an email from an LG specialist about a week ago but has not seen any progress, emphasizing their urgency for a refund and resolution.

[Request] DONE TRANSFERRED TO RESO

CNU250709682819

Surname : KOUSAR

Mobile Number : 07999672070

Post Code : M34 6DP

1st Line of Address : 18 Chester Street, MANCHESTER, M34 6DP, GB

Email Address : Mayak024@hotmail.com

Model # : F4X7011TBB.AEBQPUK

Serial # : 411PNSVTN646

DOP : 14/06/2025

Retailer : LG ELECTRONICS

[Customer Issues] 8000515948

[Consultation contents] Note: Customer is following up about an update for her unit since she still didn't get a call back for the update.

[---LG Shop Order Query---]
Order Number: 8000515948 Email: Mayak024@hotmail.com Cancellation Request: No Notes: Customer called in asking about the installation. She mentioned that it is scheduled last 4th of July however no one turned up. 08.07 customer called in asking for an update regarding installation as there is scheduled on the 4th of July, however no crew arrived. Apologies for the inconvenience. We advise that we will coordinate with the courier to ask for further information about why the crew did not arrive. Customer is asking for different set of crews to reinstall the unit on Friday.

• Emailed AIT 16.07 - Emailed AIT, chased an update 22.07 Emailed AIT, chased an update 04.08 Emailed AIT, chased an update 05/08- [WC]- Mr. Uldin called in to follow up for the washing machine reported issue about installation issue. transfer to online shop for assistance. POP received on 05-AUG-25 POP received on 05-AUG-25 05/08- Customer contacted us to report that the unit has a lot of white paint at the top of the unit. Customer then reported another issue in which the metal ring has came off. As per customer they are so frustrated with the overall experience they encounter with us. Firstly is the unit reschedule to do installation check which was took too long and now the metal ring came off. They are not expecting that they have encounter all the issues with us. all they want is a full refund. Advise this will be raise to our team and this needs to be authorise as well. Customer agreed.
• Send email to AA and LC to seek assistance about with this case. 15.08 – Customer is requesting to return the unit, stating it is completely useless. Inform customer that we are unable to process the return, as the unit has already been delivered for some time.

Customer mentioned that the issue with the washing machine is not their fault, as the unit was not properly installed. They reported that it is badly shaking and leaking, and they initially consulted a plumber who advised that the problem is due to improper installation. The plumber also suggested that they contact us, since we installed the unit.

Customer was booked three times for an installation check. When the courier finally inspected the unit, then the courier ripped the rubber seal indicating that the damage was caused by them, not customer. Therefore, they question why they should keep a useless unit. If this matter is not resolved, the customer has indicated they may report the issue to their bank.

• Emailed AA & LC

[AI Summary]

1. Contact Reason: Customer is calling to inquire about the status of a case that has been pending for several weeks without updates.

2. Customer Request: Customer seeks an update on the case and expresses frustration over the lack of communication regarding the issue.

3. Agent Solution: Agent confirmed that the case is being handled by the LG shop department and offered to transfer the customer for further assistance. The agent also collected necessary information, including the customer's surname and postcode, to facilitate the transfer.

4. Resolution Acceptance: Yes. The customer accepted the transfer to the appropriate department for an update on the case.

5. Customer Pain Point: Customer is frustrated by the prolonged wait time for updates and the lack of communication from LG regarding their case.

6. Notable Comments: Customer provided their case number and expressed urgency for an update, indicating that they have been waiting since Monday for a response.

[Request] DONE TRANSFERRED TO LG SHOP

CNU250819062983

Surname : ALLEN

Mobile Number : 07768613839

Post Code : NE26 4RF

1st Line of Address : 43 Collywell Bay Road, WHITLEY BAY, NE26 4RF, GB

Email Address : steveallen0904@gmail.com

Model # : F4X9009TBC

Serial # : 15/08 and delivered yeaterday

DOP :

Retailer :

[Customer Issues] AO WASHER DELIVERED YESTERDAY thinq app doesn't have any

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling regarding a newly delivered washing machine that is displaying its control panel in French instead of English, making it difficult to operate.

2. Customer Request: Customer seeks assistance in changing the language settings of the washing machine from French to English.

3. Agent Solution: The agent coordinated with technical experts to address the language issue. They suggested using Google Lens for translation and offered to send SMS instructions on how to change the language settings. The agent also attempted to verify the customer's account details for further assistance.

4. Resolution Acceptance: Yes. The customer accepted the proposal to receive SMS instructions on changing the language settings.

5. Customer Pain Point: Customer expressed frustration over the inability to change the language settings and dissatisfaction with previous assistance received from another agent.

6. Notable Comments: Customer mentioned that the washing machine was only delivered the day before and highlighted the urgency of needing the language changed for proper use.

[AI Summary]

1. Contact Reason: Customer is calling regarding a newly delivered washing machine that is displaying its control panel in French instead of English, making it difficult to operate.

2. Customer Request: Customer seeks assistance in changing the language settings of the washing machine from French to English.

3. Agent Solution: Agent coordinated with technical experts to address the language issue. They suggested using Google Lens for translation and offered to send detailed instructions via SMS or email on how to change the language settings once confirmed that the unit is operational.

4. Resolution Acceptance: Yes. The customer accepted the solution of receiving instructions via email and provided their email address for follow-up.

5. Customer Pain Point: Customer expressed frustration over receiving a faulty machine that is not functioning as expected and dissatisfaction with previous support received, feeling that their issue was not adequately addressed.

6. Notable Comments: Customer emphasized the urgency of the situation, stating they expected a quick resolution since the machine was just delivered and expressed disappointment in the service received thus far.

[Request] WILL SEND INSTRUCTION ON HOW TO CHANGE THE LANGUAGE

CNU250819064622

RNU250819070733

Surname : GORDON

Mobile Number : 07859090707

Post Code : SA1 6FE

1st Line of Address :21 Seaview Terrace, SWANSEA, SA1 6FE, GB

Email Address : mimigordon@hotmail.com

Model # : GBF61BLHEN.ABLQLGU

Serial # : 309WRTFKD009

DOP : 07/032024

Retailer : CURRYS

[Customer Issues] FRIDGE MARCH 2024 EFF

No food is not blocking the air vents. Unit is not overloaded. Temperature on the Fridge 3 and freezer is -23. Door gasket doesn't have any visible damage or tears. Unplugged and rests. Issue persists. No parking permit needed.

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling about a refrigerator purchased in March 2024 that is not cooling properly and is displaying an error code resembling "E F" or "FF."

2. Customer Request: Customer seeks troubleshooting assistance and potentially a repair appointment if the issue cannot be resolved over the phone.

3. Agent Solution: Agent identified the error code as likely related to the condenser fan. The agent asked the customer several troubleshooting questions, including checking for blockages, verifying the temperature settings, and cleaning the condenser coils. The customer confirmed no blockages or overloads and mentioned they had already attempted a reset by unplugging the unit.

4. Resolution Acceptance: No. The customer did not accept a resolution as the troubleshooting steps did not resolve the cooling issue, and they still require further assistance.

5. Customer Pain Point: Customer expressed frustration over the refrigerator's failure to cool properly after only a few months of use, leading to concerns about food spoilage.

6. Notable Comments: Customer mentioned they have not cleaned the condenser coils recently and are hesitant to defrost the unit due to the amount of food stored in the freezer.

[Request] DONE BOOKING

CNU250819065202

Surname : PICKERING

Mobile Number : 07359311076

Post Code : LN2 3BY

1st Line of Address : Ashlin Farm, Ashing Lane Dunholme LINCOLN, LN2 3BY, GB

Email Address :

Model # :

Serial # : 110TRMF1X811

DOP :

Retailer :

[Customer Issues] 01/2021 they purchase the unit.

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling regarding a refrigerator that has undergone two repair attempts by Pacifica, specifically concerning a compressor issue that remains unresolved.

2. Customer Request: Customer seeks clarification on the next steps for replacing the compressor and potential refund for the repair charges.

3. Agent Solution: Agent coordinated with the repair department and provided the customer with the contact number for Pacifica to facilitate the compressor replacement. The agent informed the customer to call back with proof of purchase and the engineer's report to proceed with a refund once the compressor is replaced.

4. Resolution Acceptance: Yes. The customer accepted the proposed solution and noted they would follow up after coordinating with Pacifica.

5. Customer Pain Point: Customer expressed frustration over the ongoing issue with the refrigerator and the inconvenience caused by multiple repair attempts without resolution.

6. Notable Comments: Customer mentioned the refrigerator was purchased in January 2021 and does not have the proof of purchase readily available, which may complicate the refund process.

[Request] DONE

CNU250819065436 RNU250819071115

Surname : AKTAR

Mobile Number : 07852322571

Post Code : E1 0QE

1st Line of Address : 29 Senrab Street, LONDON, E1 0QE, GB

Email Address : phahimaaktar@aol.com

Model # : GSLV71MCTD.AMCQLGU

Serial # : 404TRFKCZ211

DOP : 24/07/2024

Retailer : JOHN LEWIS

[Customer Issues] Fault: Cloudy Water Troubleshooting: Cleaned the water tank. Cleaned the ice bin and the ice dispenser. Checked the water filter. Issue persits. Additional notes: Parking permit needed.

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling regarding ongoing issues with their LG fridge freezer, specifically problems with the water pump, ice maker, and cloudy water, which have persisted since purchase.

2. Customer Request: Customer seeks a reliable engineer to inspect the fridge freezer thoroughly and potentially replace faulty parts, as previous visits did not resolve the issues.

3. Agent Solution: Agent confirmed the need for a recall job due to the persistent issues. The agent scheduled a follow-up visit from an engineer who will conduct a comprehensive inspection of the fridge freezer and address the water quality concerns. The customer will not be charged for this service.

4. Resolution Acceptance: Yes. The customer accepted the proposed solution and expressed a desire for a more thorough inspection to resolve the ongoing issues.

5. Customer Pain Point: Customer is frustrated with the recurring problems, including cloudy water and odors, and feels that previous service visits were inadequate. They are also inconvenienced by the need to manually refill the water tank.

6. Notable Comments: Customer mentioned that they purchased the fridge freezer from John Lewis and expected a high standard of performance. They also expressed disappointment that the fridge was not equipped with a pump as initially believed, which has led to additional costs for bottled water.

[AI Summary]

1. Contact Reason: Customer is experiencing issues with their LG fridge freezer, specifically related to cloudy water, odor, and malfunctioning ice maker. The customer has previously contacted support and had an engineer visit, but the problem persists.

2. Customer Request: The customer seeks a reliable engineer to inspect the fridge freezer thoroughly and potentially replace faulty parts, as well as assistance with the water supply issue.

3. Agent Solution: The agent confirmed the need for a recall job due to the ongoing issues. The agent scheduled a follow-up visit from an engineer who will inspect the fridge freezer in detail and provide a resolution. The agent assured the customer that there would be no charge for this visit.

4. Resolution Acceptance: Yes. The customer accepted the proposed solution and expressed appreciation for the assistance provided.

5. Customer Pain Point: The customer is frustrated with the recurring issues, the inconvenience of having to manually fill the water tank, and the lack of effective communication from LG after the engineer's visit.

6. Notable Comments: The customer mentioned that they purchased the fridge freezer from John Lewis and had specific height requirements for their kitchen. They expressed disappointment that the fridge did not meet their expectations and that they had to rely on bottled water due to the malfunction.

[Request]

DONE BOOKING AND SMS

CNU250819065672

Surname : MANNING

Mobile Number : 07833297993

Post Code : BD4 6JS

1st Line of Address : 12A Neville Avenue, BRADFORD, YORKSHIRE, BD4 6JS, GB

Email Address : manningpaul073@gmail.com

Model # : F4T209WSE.ABWQMUK

Serial # : 310VOYQ0Q042

DOP : 08/04/025

Retailer : SONIC ELECTRICALS

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling about a washing machine purchased in April, which has a gasket issue causing it to leak. The customer is frustrated due to difficulties in providing proof of purchase.

2. Customer Request: The customer seeks to arrange a repair for the washing machine, believing it should be covered under warranty due to its recent purchase.

3. Agent Solution: The agent requested proof of purchase to validate the warranty claim. After reviewing the situation, the agent explained that the gasket issue is not covered under warranty as it is not a manufacturing fault. The agent offered to escalate the issue to a manager for further assistance.

4. Resolution Acceptance: No. The customer did not accept the proposed solution, expressing frustration over the need for additional documentation and the agent's insistence on the warranty terms.

5. Customer Pain Point: The customer is upset about the requirement to provide proof of purchase, feeling it is unreasonable given the washing machine's recent purchase date. The customer is also stressed by the ongoing issues and the perceived lack of support.

6. Notable Comments: The customer mentioned having recently moved into a new property and purchased multiple appliances, indicating a busy transition period. The customer expressed dissatisfaction with the process and the need to provide receipts for warranty validation.

[Request] DONE WALANG KWENTANG CUSTOMER