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24/07 CALLS

CNU250724820687

Surname : AARTI MISTRY

Mobile Number : 01932331400 /07400573482 / 0740057348

Post Code : NW9 8LJ

1st Line of Address : 33, MEADOWBANK ROAD

Email Address : bob.mistry@yahoo.co.uk

Model # : F4V310SSE.ASSQPUK

Serial # : 011PNGX1Q927

DOP : 09/03/2021

Retailer : CURRYS

[Customer Issues] WASHER FABRIC CONDITIOER IS NOT DRAINING PROPERLY STILL WATER IN DISPENSER

P2021-03-09011PNGX1Q927

Softener is not exceeding the max line. Cleaned the dispenser once every 2 weeks. Not exceeding the maximum for the powder detergent. Water pressure hasn't been moved since the day of installation. No error codes. No leakage. Issue persists.

No parking permit needed.

[Consultation contents] Note: Agent got an advice from coach that the customer needs to clean the dispenser drawer and to where is dispenser is going first because there is powder detergent build up to the unit and customer was advised once she done all the cleaning and tried a wash however issue persists, she can ring us back to proceed with the repair. If the customer will ring us back, please assists and use this case. Thank you.

This is the TS that we have done: Softener is not exceeding the max line. Cleaned the dispenser once every 2 weeks. Not exceeding the maximum for the powder detergent. Water pressure hasn't been moved since the day of installation. No error codes. No leakage. Issue persists.

No parking permit needed. Extended card number: P2021-03-09011PNGX1Q927

[AI Summary]

  1. Contact Reason: Customer is calling to book a service for their washing machine, which is experiencing issues with the fabric conditioner compartment not draining properly, leaving water inside.

  2. Customer Request: Customer seeks to schedule a service appointment for the washing machine and inquires about any charges associated with the call-out, given their five-year warranty.

  3. Agent Solution: Agent confirmed the customer has an extended warranty valid until March 2026. The agent explained that while the call-out fee is £105, the repair would be covered under warranty. The agent collected necessary information, including the serial number and customer details, to proceed with scheduling the service.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution, understanding that the repair would be covered under warranty.

  5. Customer Pain Point: Customer expressed frustration over the washing machine's malfunction, particularly the inconvenience caused by the fabric conditioner compartment not functioning correctly.

  6. Notable Comments: Customer mentioned cleaning the dispenser drawer every two weeks and confirmed they are using powder detergent without exceeding the maximum lines in the compartments. POP received on 24-JUL-25 POP received on 24-JUL-25 POP received on 24-JUL-25

[AI Summary]

  1. Contact Reason: Customer is calling to book a service for their washing machine, which is under a five-year warranty expiring in March. The issue is that the fabric conditioner compartment is not draining properly, leaving water inside.

  2. Customer Request: Customer seeks a service appointment to address the malfunction of the washing machine and clarification on any potential charges despite having a warranty.

  3. Agent Solution: The agent confirmed the warranty status and explained that the engineer visit would not incur a charge, as the warranty covers parts and labor. The agent requested the customer to send a photo of the dispenser for further assessment and provided instructions for sending the image via SMS.

  4. Resolution Acceptance: Yes. The customer accepted the need to send a photo for further evaluation and understood the next steps regarding the service.

  5. Customer Pain Point: Customer expressed frustration over the inability to smell fabric conditioner on clothes after washing, indicating a potential blockage in the dispenser. They were also concerned about the warranty coverage and the need for a technician visit.

  6. Notable Comments: Customer mentioned that they clean the dispenser drawer every two weeks and use powder detergent. They were advised to clean the dispenser to prevent detergent buildup and were informed that water remaining in the fabric conditioner compartment is normal.

[Request] DONE

Surname : STONE

Mobile Number : 07796017966 / 07780932791

Post Code : RM11 3NU

1st Line of Address : 5 Pegelm Gardens, HORNCHURCH, RM11 3NU, GB

Email Address : salstone124@gmail.com

Model # : GSL760PZXV.APZQLGU

Serial # : 012TRGQ21167

DOP : 06/03/2021

Retailer :

[Customer Issues] FRIDGE

[Consultation contents] 24/07 [RA] - Customer ring us because she was asking for an update about their ongoing issue with the unit. Customer also says that her husband called us on Monday.

[TNR BER] Engineer note: Systems issue; Customers unit was live upon arrival. Customer is getting electrics sorted already. Compressor was running hot. Domex already fitted a new compressor but still not working. Pulled a vacuum and unit would not pull all the way down. After 20 mins unit slowly rose back up. Leak in system APU250724703324 please advise customer of refund on repair fee

[AI Summary]

  1. Contact Reason: Customer is calling regarding an ongoing issue with their American fridge freezer, which was reported as having a systems failure by a technician from Pacifica.

  2. Customer Request: Customer seeks an update on the resolution process and what actions LG will take following the technician's report.

  3. Agent Solution: Agent verified the customer's address and confirmed that the case is being handled by the resolutions team. The agent attempted to transfer the customer to the resolutions team for further assistance.

  4. Resolution Acceptance: No. The customer did not accept a resolution as the call was still in the process of being transferred to the appropriate team.

  5. Customer Pain Point: Customer is frustrated due to the unresolved issue with the fridge freezer and the lack of communication regarding the next steps after the technician's visit.

  6. Notable Comments: Customer mentioned that their husband had previously contacted LG regarding the issue, indicating ongoing communication about the problem.

[Request] DONE TRANSFERRED TO RESO

RNU250724076854

Surname : BALCIUTE

Mobile Number : 02894464599 / 07861641668

Post Code : BT41 2JB

1st Line of Address : 80 The Meadows Randalstown, ANTRIM, BT41 2JB, GB

Email Address : dzordanabalciute@gmail.com

Model # : F4T209SSE.ADSQMUK

Serial # : 405VOKJ08093

DOP : 04/07/2024

Retailer : CURRYS

[Customer Issues]

Checked the water is going in. Drained manually. Opened the door and rotated by hand and display are not lighting when it is rotated. CL error has been removed. Issue persists.

No parking permit needed. Service Care D.A.R. LTD

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to report that their washing machine is not functioning and is unable to open the door due to a child lock issue.

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

  3. Agent Solution: Agent guided the customer’s son through the process of disabling the child lock by pressing the options and speed buttons simultaneously. After confirming the child lock was disabled, the agent instructed the customer to manually drain any water from the machine to facilitate opening the door. The agent also documented the troubleshooting steps taken.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution as the washing machine remained non-functional despite following the troubleshooting steps.

  5. Customer Pain Point: Customer expressed frustration over the washing machine being brand new yet malfunctioning, causing inconvenience and disruption to their routine.

  6. Notable Comments: Customer mentioned that they had previously contacted another agent regarding the issue and that their partner had attempted various troubleshooting steps without success.

[AI Summary]

  1. Contact Reason: Customer is calling because their washing machine is not functioning and the door is locked, preventing access to the unit's serial number.

  2. Customer Request: Customer seeks assistance in unlocking the washing machine and troubleshooting the issue, or scheduling a repair if necessary.

  3. Agent Solution: Agent guided the customer’s son through the process of unlocking the child lock by turning on the machine and pressing specific buttons. After confirming the child lock was disabled, the agent instructed the customer to manually drain any water from the machine to facilitate opening the door. The agent also documented the issue for repair scheduling.

  4. Resolution Acceptance: Yes. The customer accepted the agent's solution to drain the machine and agreed to schedule a repair if the issue persists.

  5. Customer Pain Point: Customer expressed frustration over the washing machine being non-functional and the inconvenience of not being able to access the unit due to the locked door.

  6. Notable Comments: Customer mentioned that the washing machine is relatively new, purchased in June of the previous year, and indicated that they had already contacted customer service the day before for assistance.

[Request] DONE BOOKING TO SERVICE CARE

CNU250724825284

Surname : JETHWA

Mobile Number : 07498528616 / 02083512776

Post Code : EN3 5ND

1st Line of Address :6 Ian Square, ENFIELD, EN3 5ND, GB

Email Address : sanjay.pj@me.com

Model # : GSXV91MCAE.AMCQLGU

Serial # : 305TRCN2B067

DOP : 29/07/2023

Retailer : CURRYS

[Customer Issues] FRIDGE DOORS IN THE UNIT IS NOT CLOSING PROPERLY ICE BUILD UP FRIDGE SIDE AND FREEZER

Unit is properly leveled the unit is slightly tilted backward. No bins and shelves that is causing the door to not close properly. Doors and hinges are well installed and well aligned. Put the paper to try if its going to fall off however its getting stock by the shelves. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling regarding an LG refrigerator that is experiencing issues with the doors not sealing properly, leading to ice buildup inside the unit. The problem has been noticed for a few months but has worsened recently.

  2. Customer Request: Customer seeks troubleshooting assistance and potentially a repair appointment to address the door sealing issue.

  3. Agent Solution: The agent coordinated with a technical expert and began documenting the customer's information. The agent provided troubleshooting steps, including checking the door alignment and testing the suction with a piece of paper. The agent confirmed that the refrigerator is still under warranty and initiated the process for scheduling a repair.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to proceed with the repair scheduling.

  5. Customer Pain Point: Customer expressed frustration over the inconvenience caused by the refrigerator malfunction, particularly the ice buildup and the ease of opening the doors, which should be more resistant.

  6. Notable Comments: Customer mentioned that this is their first time calling LG for support and provided detailed descriptions of the refrigerator's issues, including the specific model and purchase details.

[AI Summary]

  1. Contact Reason: Customer is calling regarding an LG refrigerator that is experiencing issues with the doors not sealing properly, leading to ice buildup inside the unit. The problem has been noticed for a few months but has worsened recently.

  2. Customer Request: Customer seeks assistance with troubleshooting the issue and requests a repair appointment if the problem persists.

  3. Agent Solution: Agent coordinated with technical support and confirmed that a repair can be scheduled. The agent collected necessary information, including the refrigerator's serial number and customer details, to create an account and document the issue. The agent informed the customer that the repair department would contact them within two business days to provide a specific date and time for the visit.

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

  5. Customer Pain Point: Customer is frustrated with the inconvenience caused by the refrigerator malfunction, particularly the ice buildup and the doors not closing properly, which affects the unit's functionality.

  6. Notable Comments: Customer mentioned that this is their first time calling LG for support and noted that the refrigerator was purchased from Currys and is still under warranty. They also highlighted that the doors were initially very stiff to open when the unit was new, indicating a decline in performance over time.

[Request] DONE BOOKING TAGGED TO WG TEMP

CNU250724825625

Surname : KRUGER

Mobile Number : 07624265900 / 07624265874

Post Code : IM4 2JB

1st Line of Address : 122 Fairways Drive Mount Murray Douglas ISLE OF MAN, IM4 2JB, GB

Email Address : stephen.kruger@hotmail.com

Model # : F4V310SNEH.APTQWUK

Serial # : 207PWJRLL436

DOP : 01/08/2022

Retailer : ONE TIME OTHER ACCOUNT

[Customer Issues] STEVEN IS THE TENANT

207PWJRLL436 TE

stephen.kruger@hotmail.com [Consultation contents]

[AI Summary]

  1. Contact Reason: Customer is calling regarding a TE error on their washing machine, which is currently out of warranty. The customer is acting on behalf of the owner who is not contactable.

  2. Customer Request: The customer seeks information about the current warranty status of the washing machine and the possibility of extending the warranty.

  3. Agent Solution: The agent confirmed that the washing machine is out of warranty, except for a 10-year warranty on the direct drive motor. The agent explained that to extend the warranty for an additional three years, the customer needs to provide the original receipt and the warranty label from the machine. The agent will send an email outlining the current warranty status and the steps needed for extension.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and requested the email with the warranty details and extension process.

  5. Customer Pain Point: The customer expressed frustration about not having the receipt and the inconvenience of dealing with warranty issues on behalf of the owner.

  6. Notable Comments: The customer mentioned they would communicate the necessary information to the owner to obtain the receipt and warranty label for the extension. The customer also requested that the email be sent promptly.

[Request] DONE REQUESTING TO SEND AN EMAIL

CNU250724825775

Surname : ANDERSON

Mobile Number : 07795274138

Post Code : S64 0FB

1st Line of Address : 67 Wild Geese Way, MEXBOROUGH, S64 0FB, GB

Email Address : ian_anders@hotmail.com

Model # : F2C509GBTN1.AMBQWUK

Serial # : 405PWPLKF000

DOP : 02/06/2024

Retailer : CURRYS

[Customer Issues] SPIN CYCLE BURNING SMELL 2 MONTHS OR 3 MONTHS AGO

No lint or dust that build up to cause the burning smell. Used tub clean once every 3 weeks. Cleaned the rubber gasket. Temperature is changing on the different setting that the customer is choosing. Cotton

Utility room, Customer husband is the one who installed the unit. No clothes that has been damaged. Clothes need to be washed to 2 to 3 times.

No parking permit needed.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about a washing machine purchased in June 2022, reporting a burning smell during the spin cycle and clothes coming out with a fusty odor.

  2. Customer Request: Customer seeks a service appointment to inspect the washing machine due to the persistent issues affecting the cleanliness of their laundry.

  3. Agent Solution: Agent gathered detailed information about the washing machine's usage and maintenance. The agent explained the importance of using the tub clean setting more frequently and confirmed that the unit is still under warranty. A service appointment was scheduled for an engineer to inspect the machine, and a reference number will be sent to the customer.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and understood the next steps regarding the service appointment.

  5. Customer Pain Point: Customer expressed frustration over having to wash clothes multiple times due to unpleasant odors and dissatisfaction with the washing machine's performance, especially given its relatively new status.

  6. Notable Comments: Customer mentioned that the washing machine's drawer retains water, which they believe contributes to the odor issue. They also noted that they have been washing clothes two to three times to eliminate the smell, which they find unacceptable.

[Request] VOC AND PL