Offline Notepad View raw

Shared snapshot

12/07 CALLS

CNU250712704267

Surname : MACPHERSON

Mobile Number : 07932062634

Post Code : HG1 3JW

1st Line of Address : 54 Westville Oval, HARROGATE, HG1 3JW, GB

Email Address : ian.mac100@virginmedia.com

Model # : GSL460ICEV.ADSQLGT

Serial # : 011TRQU31524

DOP : 30/11/2020

Retailer : CURRYS

[Customer Issues] FRIDGE NOT COOLING Angela

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to request a repair for their fridge freezer, which is not cooling properly, specifically the freezer side, and the ice dispenser is also malfunctioning.

  2. Customer Request: Customer seeks to schedule a repair appointment for the fridge freezer due to the ongoing cooling issue.

  3. Agent Solution: Agent verified the customer's details and created a new account since the appliance was not registered in the system. The agent gathered necessary information, including the serial number, and confirmed the customer's purchase details. The agent will proceed to schedule a repair service for the fridge freezer.

  4. Resolution Acceptance: Yes. The customer accepted the agent's proposal to schedule a repair service.

  5. Customer Pain Point: Customer expressed frustration over the malfunctioning freezer and ice dispenser, which has disrupted their daily routine and caused inconvenience.

  6. Notable Comments: Customer mentioned that the fridge freezer is approximately six years old and was purchased from Currys. They previously contacted support about the issue but did not find a resolution.

[Request] DONE

CNU250712704352

Surname : HALIM

Mobile Number : 07956113907

Post Code : TN3 8EJ

1st Line of Address :

Email Address : joy1959elaine@gmail.com

Model # : F2Y509WBLN1.ABWQPUK

Serial # : 503PNRTD3494

DOP : 28/06/2025

Retailer : CURRYS

[Customer Issues] WASHER REGISTRATION

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to register the guarantee for their washing machine purchased on June 28, 2025.

  2. Customer Request: Customer seeks assistance with the registration process for their washing machine guarantee.

  3. Agent Solution: Agent confirmed the customer's details, including name, address, mobile number, and email. The agent also requested the model and serial number of the washing machine to complete the registration process.

  4. Resolution Acceptance: Yes. The customer accepted the agent's assistance in registering the guarantee.

  5. Customer Pain Point: Customer expressed some frustration with the registration process, indicating it was their first time calling and requiring multiple confirmations of information.

  6. Notable Comments: Customer mentioned they do not wish to receive promotional emails from LG but are open to receiving satisfaction surveys regarding repair experiences.

[Request] DONE REGISTERING

CNU250712704640

Surname : CHARLOTTE RUSHER / ALLAN

Mobile Number : 07825915204

Post Code : SP11 6UX / SP11 6NE

1st Line of Address : 17 PICKET ROAD / 27 SWINBURN ROAD, ANDOVER, SP11 6NE, GB

Email Address : lotty.rusher@virginmedia.com / lottierush@icloud.com

Model # : F4MT08WE

Serial # : 009PNSV0Q734

DOP : 03/09/2020

Retailer :

[Customer Issues] WASHER WALWORTH APPLIANCE CENTER Note: Customer will ring us back to provide the pop and the retailer name for us to check if the unit still within the warranty. Agent already advised the terms and conditions if the unit is out of warranty and if it will need the chargeable repair. If customer will ring us back please assists. Thank you.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is inquiring about the warranty status of their washing machine, providing model and serial numbers for verification.

  2. Customer Request: Customer seeks confirmation of warranty coverage and options for repair, as the washing machine is making a loud noise during operation.

  3. Agent Solution: Agent confirmed a 10-year warranty on the motor but explained that only a 2-year standard warranty covers parts and service. The agent offered a chargeable repair service for £175, which includes parts and labor, and clarified that if the issue is with the motor, a partial refund could be provided after deducting the engineer's labor fee.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution as they needed to gather more information regarding the purchase date and retailer before proceeding.

  5. Customer Pain Point: Customer expressed frustration over the washing machine's noise and the uncertainty regarding warranty coverage and repair costs, feeling overwhelmed by the need to find purchase documentation.

  6. Notable Comments: Customer mentioned that the washing machine was purchased by their ex-husband and that they have moved since then, complicating their ability to provide purchase details. They plan to call back after gathering the necessary information.

[Request] DONE

CNU250712704763

Surname : LYNN GRAY

Mobile Number : 07415126838

Post Code : G33 5QD

1st Line of Address : 89 Collessie Drive, GLASGOW, G33 5QD, GB

Email Address : lynngray04@outlook.com

Model # : GSX961NSVZ.ANSQLGU

Serial # : 107TRSE3N318

DOP : 12/05/2021

Retailer : CURRYS

[Customer Issues] FRIDGE FREEZER YESTERDAY

Customer will ring us back on Monday if they will proceed with the chargeable repair and it will cost £239.00 and already advise the terms and conditions for this repair. If they ring us back please assists. Thank you

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling because their LG American fridge is not cooling, leading to defrosting issues and food spoilage. The problem started the previous day.

  2. Customer Request: Customer seeks assistance with the malfunctioning fridge and inquires about repair options, including costs.

  3. Agent Solution: Agent informed the customer that the fridge is out of warranty for engineer visits, but offered a chargeable repair service for £239, which includes parts, labor, and VAT. The agent explained the terms regarding potential partial refunds based on the engineer's findings.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution due to concerns about the cost and warranty coverage.

  5. Customer Pain Point: Customer expressed frustration over the unexpected malfunction of the fridge, especially since it is relatively new and has caused significant food waste.

  6. Notable Comments: Customer mentioned purchasing the fridge from Curry's and noted that it has been experiencing issues despite being only a few years old.

[Request] DONE

CNU250712704951 RNU250712079593

Surname : BLINCHETTE

Mobile Number : 07836551032 /

Post Code : CO6 4LN

1st Line of Address : 5, Heycroft Way, COLCHESTER, CO6 4LN, GB

Email Address : tedblinchette@tiscili.co.uk

Model # : F4V309WNW.ABWQPUK

Serial # : 101PNXL4C922

DOP : 16/06/2021

Retailer : HUGHES

[Customer Issues] VISIT YESTERDAY WORKING FINE NOW WASHER IS HAVING LEAK AFTER THE REPAIR

Inlet and outlet pipes doesn't have any visible damage. No error codes. Unit have a new issue after the repair visit. Issue persists.

No parking permit needed. Recall job. Extended Warranty number: P2021-06-16101PNXL4C922

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to report a new leak from their washing machine, which was not present before a recent engineer visit.

  2. Customer Request: Customer seeks assistance in diagnosing the leak issue and potentially scheduling a follow-up service if necessary.

  3. Agent Solution: Agent confirmed the customer's details and reviewed the previous service records. The agent asked specific questions about the leak's location and nature to gather information for documentation. The agent indicated that they would need to assess the situation further.

  4. Resolution Acceptance: No. The customer did not accept a proposed solution yet, as the agent was still in the process of gathering information.

  5. Customer Pain Point: Customer expressed concern about the new leak and the inconvenience it may cause, especially since the machine was just serviced.

  6. Notable Comments: Customer mentioned that the washing machine is located in the garage and indicated that there is no immediate rush for a resolution, suggesting the issue might be minor.

[Request] DONE BOOKING FOR THE RECALL JOB

Surname : OLIVER

Mobile Number : 07720077269

Post Code : ST13 8TY

1st Line of Address : Paddock Farm Upper Hulme LEEK, ST13 8TY, GB

Email Address : kloliver@btconnect.com

Model # : F4Y913BCTA1.APBQPUK

Serial # : 401PNCY6R259

DOP : 06/07/2024

Retailer : LG ELECTRONICS

[Customer Issues] WASHER TAKEN AWAY YESTERDAY

[Consultation contents] Note: Customer is asking for an update about the settlement of the washing machine that has been taken away yesterday, and customer is just concerned that they might get the unit damaged. Customer is also asking for the settlement money, and he said they needed it now.

[AI Summary]

  1. Contact Reason: Customer is calling regarding a washing machine that was taken away for repair, expressing dissatisfaction with the handling of the situation and concern about potential damage during transport.

  2. Customer Request: Customer is seeking a refund for the faulty washing machine and immediate financial assistance due to the inconvenience caused by the removal of the appliance.

  3. Agent Solution: Agent acknowledged the customer's concerns and checked the account for an incomplete case. The agent coordinated with the resolutions team to expedite the refund process and informed the customer that they would receive a follow-up call shortly.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to wait for the resolutions team to contact them.

  5. Customer Pain Point: Customer is frustrated with the lack of proper handling during the washing machine's removal and is struggling financially due to the absence of the appliance.

  6. Notable Comments: Customer mentioned the urgency of receiving the refund and expressed dissatisfaction with the service provided during the washing machine's transport.

[Request] DONE TRANSFERRED TO RESO

Surname :

Mobile Number : 07990162777

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP : 10/07/2025 PURCHASE DATE AND DELIVERY DATE 11/07/2025

Retailer : CURRYS

[Customer Issues] WASHER DELIVERED YESTERDAY CURRYS UNIT IS SHAKING

[Consultation contents] [Customer Issues]

[Consultation contents]

[Request]

[AI Summary]

  1. Contact Reason: Customer is calling regarding a faulty LG washing machine that was delivered two days ago, which is not functioning properly during its first use.

  2. Customer Request: Customer seeks assistance in replacing the faulty washing machine, as they are currently at the retailer's store and want to resolve the issue quickly.

  3. Agent Solution: Agent informed the customer that since the washing machine is still within the 30-day return period, they should request a replacement directly from the retailer. The agent provided reassurance and offered to assist further if the retailer was unhelpful.

  4. Resolution Acceptance: Yes. The customer accepted the agent's advice to approach the retailer for a replacement and expressed gratitude for the assistance.

  5. Customer Pain Point: Customer is frustrated with the situation, feeling lost and unsupported by the retailer despite the washing machine being expensive and newly purchased.

  6. Notable Comments: Customer mentioned they were at the retailer's store during the call and expressed confusion about the return policy, expecting quicker resolution within 14 days. They also indicated they had video evidence of the machine's malfunction.

[Request] NO NEED TO DOCU SINCE THE UNIT STILL WITHIN THE RETURN PERIOD

CNU250712705616

Surname : ROSS MCDONALD

Mobile Number : 07872143893

Post Code : E10 6RG

1st Line of Address : 7 Brewster Road, LONDON, E10 6RG, GB

Email Address : hanrossfarm@gmail.com

Model # : FWY696TBLN1

Serial # : 501PNWKAP257

DOP : 26/06/2025

Retailer : CURRYS

[Customer Issues] REGISTER WASHER

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to register the warranty for their washer dryer purchased on June 26, 2025.

  2. Customer Request: Customer seeks assistance with warranty registration for their washing machine.

  3. Agent Solution: Agent confirmed the customer's details, created an account for warranty registration, and collected necessary information including model and serial numbers. The agent also verified the purchase location and ensured all details were accurately recorded.

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

  5. Customer Pain Point: Customer expressed some frustration with the registration process, indicating it was their first time calling LG for assistance.

  6. Notable Comments: Customer provided detailed information about the product and expressed a preference not to receive marketing communications or satisfaction surveys from LG.

[Request] DONE REGISTERING

CNU250712705747 RNU250712080357

Surname : BEVERIDGE

Mobile Number : 07731388912

Post Code : GU1 2ED

1st Line of Address : 16 Hilgay, GUILDFORD, GU1 2ED, GB

Email Address : johnbeveridge@gmail.com

Model # : F4V909WTS.ABWQPUK

Serial # : 005PNMH2W707

DOP : 27/11/2020

Retailer : JOHN LEWIS

[Customer Issues] OE ERROR

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to request a repair for their washing machine, which is displaying an OE error code indicating a drainage issue.

  2. Customer Request: Customer seeks assistance with troubleshooting the error and potentially scheduling a repair if the issue cannot be resolved.

  3. Agent Solution: The agent provided troubleshooting steps, including unplugging the machine, checking the pump filter for foreign objects, and ensuring the drain hose is not blocked. After confirming the issue persisted, the agent created an account for the customer and requested documentation for an extended warranty to cover the repair costs.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution of registering for an extended warranty and agreed to send the necessary documentation for the repair process.

  5. Customer Pain Point: Customer expressed frustration with the washing machine's recurring drainage issue and the inconvenience caused by the error, especially since the unit is already out of warranty.

  6. Notable Comments: Customer mentioned they purchased the washing machine from John Lewis in November 2020 and still have the receipt, which will be needed for the warranty registration process.

[Request] DONE BOOKING

CNU250712706037

Surname : HAWKES

Mobile Number : 07825353538

Post Code : BT38 9EX

1st Line of Address : 30 Copperwood Drive, CARRICKFERGUS, BT38 9EX, GB

Email Address : rhawkes1709@yahoo.com

Model # : F12B8QDA.ABWQEUK

Serial # : 505PWDEKA354

DOP :

Retailer :

[Customer Issues] WASHER NOT POWERING ON today

Changed the fuse. Unit is plugged in directly to the wall outlet. Checked and activate the main power fuse. Control panel doesn't have any visible damage and not spilled by any liquid. Switched on the unit however no light and response at all. Issue persists.

No parking permit needed.

Note: Customer wants to have a repair however upon checking on the manufacturing date it has been manufacture on 30/04/2015 so we cannot book it on our end anymore. Agent provided our asc numbers for the customer to coordinate his problem to the unit. Agent provided pacifica and service care number. If customer will ring us to have questions please assists. Thank you.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer's LG washing machine is not turning on, indicating a possible power issue or fault with the control panel, as no lights are responding when attempting to power it on.

  2. Customer Request: Customer seeks assistance with troubleshooting the issue and potentially scheduling a repair, as the washing machine is believed to be under warranty.

  3. Agent Solution: Agent conducted a series of troubleshooting questions to confirm the issue, including checking the power source and control panel for damage. After verifying the model and serial number, the agent informed the customer that the unit is over 10 years old, thus not eligible for warranty service. The agent provided the customer with the contact information for authorized service centers for further assistance.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution as they believed the washing machine was still under warranty and expressed confusion regarding the age of the unit.

  5. Customer Pain Point: Customer is frustrated by the washing machine malfunction and the potential misunderstanding regarding warranty coverage, as they believed the unit was still within the warranty period.

  6. Notable Comments: Customer mentioned uncertainty about the exact purchase date of the washing machine but estimated it to be around 4-5 years ago. They expressed a desire for clarification on warranty eligibility and service options.

[Request] DONE

CNU250712706279

Surname : FELL

Mobile Number : 07917327455

Post Code : OL15 8QE

1st Line of Address :

Email Address : paulsplumbing1@hotmail.co.uk

Model # : F4V909BTSE

Serial # : 301PNQEAW444

DOP : 05/04/2023

Retailer : CURRYS

[Customer Issues] WASHER DOMESTIC AND GENERAL GRINDING NOISE TODAY JUDITH

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling regarding an LG Thinq washing machine that is making a burning grinding noise, indicating a potential failure of the direct drive motor.

  2. Customer Request: Customer seeks a technician to inspect the washing machine due to the suspected motor issue.

  3. Agent Solution: The agent gathered necessary information, including the model and serial number of the washing machine. The agent attempted to verify the serial number but encountered discrepancies. The agent assured the customer that an account was created for further assistance and would proceed with scheduling a service appointment once the serial number is confirmed.

  4. Resolution Acceptance: No. The customer did not accept a proposed solution as the service appointment could not be scheduled due to the incorrect serial number.

  5. Customer Pain Point: Customer expressed frustration over the washing machine's malfunction, particularly the noise indicating a serious issue, and the inconvenience of not being able to provide the correct serial number for service.

  6. Notable Comments: Customer mentioned they are an engineer but not specialized in washing machines, indicating a level of technical understanding. They also noted this was their first time calling LG for assistance.

[Request] DONE