23/08 CALLS

CNU250822093064 - BIRD = TAGGED TO WG TEMP CNU250822090269 - ADJEI = TAGGED TO LVL2 FOR BER REQ

CNU250823096300

Surname : ABDELHAKIM

Mobile Number : 07312268243

Post Code : WD19 4DB

1st Line of Address : 5 Dorchester Court Chalk Hill, WATFORD, WD19 4DB, GB

Email Address : abdelhakimabdallah88@gmail.com

Model # : F4C510GBTN1.AMBQWUK

Serial # : 504PWYCLS618

DOP : 18/05/2025

Retailer : CURRYS

[Customer Issues] WASH Clothes not cleaned properly

No error codes. Customer is washing normal loads. Customer is washing cotton and mixed fabrics loads. Used tub clean once a week. Used liquid detergent. Plumber checked the water connection and confirmed that all is good. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is experiencing issues with their LG washing machine, stating it is not cleaning clothes properly despite multiple attempts and settings used.

2. Customer Request: Customer seeks a repair appointment for the washing machine due to its inadequate cleaning performance.

3. Agent Solution: Agent gathered information about the washing machine's usage, settings, and maintenance practices. After confirming no error codes or leaks, the agent scheduled a repair service for the next available date, informing the customer that an engineer would contact them within two business days to confirm the appointment.

4. Resolution Acceptance: Yes. The customer accepted the proposed repair service and requested confirmation via email.

5. Customer Pain Point: Customer expressed frustration with the washing machine's performance, especially since they have children and rely on it for regular laundry. They mentioned dissatisfaction compared to previous machines they owned.

6. Notable Comments: Customer requested an email confirmation of the repair details and expressed a desire for better communication regarding the engineer's visit. They also noted that they had previously owned different brands and expected better performance from LG.

[AI Summary]

1. Contact Reason: Customer is experiencing issues with their LG washing machine, stating it is not cleaning clothes properly and is not functioning as expected.

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

3. Agent Solution: Agent asked detailed questions about the washing machine's settings, usage, and maintenance practices. The agent confirmed there were no error codes and suggested checking for overload issues. The agent also inquired about the type of detergent used and the frequency of the tub clean cycle. As the problem persisted, the agent proposed scheduling a service visit to further diagnose the issue.

4. Resolution Acceptance: Yes. The customer accepted the proposal for a service visit to address the washing machine's cleaning performance.

5. Customer Pain Point: Customer expressed frustration with the washing machine's performance, especially since they have children and rely on effective cleaning. They mentioned dissatisfaction compared to previous machines they owned.

6. Notable Comments: Customer shared their experience with other brands and expressed disappointment with the LG washing machine, which they had hoped would perform better. They also mentioned that a plumber had checked the water connection and confirmed it was functioning correctly.

[Request] DONE TAGGED TO WG TEMP

CNU250823096781

Surname : HOLDSWORTH

Mobile Number : 07523347713

Post Code : BD4 8EN

1st Line of Address : 4 Tyersal Court, BRADFORD, YORKSHIRE, BD4 8EN, GB

Email Address : shirley.holdsworth1@gmail.com

Model # : F4V709WTSE.ABWQPUK

Serial # : 111PNKG3W701

DOP : 10/07/2022

Retailer : CURRYS

[Customer Issues]

Cleaned the filter. Customer is just washing towels so its doesn't have any metal when the issue happened. Drain hose is not blocked and kinked. Turned the drum by hand and there's no noise. Unit has proper spacing in the sides and at the back. No error codes. Customer floor is wooden but the unit is okay. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling regarding a washing machine purchased in July 2022, which is making a squeaking and scraping noise during the spin cycle and washing cycles.

2. Customer Request: Customer seeks assistance with the noise issue and wants to know if the unit can be repaired under warranty, as they have experienced this problem for the last 12 months.

3. Agent Solution: Agent confirmed that the unit is out of warranty but mentioned that the customer qualifies for an extended warranty. The agent requested the customer to send a photo of the receipt and the serial number sticker from the washing machine, along with a video of the noise for documentation. The agent will assist in registering the warranty and scheduling a repair once the documentation is received.

4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to send the required documentation via WhatsApp.

5. Customer Pain Point: Customer expressed frustration over the ongoing noise issue and poor customer service experiences, stating that they have not received follow-up support regarding their previous complaints.

6. Notable Comments: Customer mentioned they have been dealing with the noise issue for a year and have sent videos of the problem previously. They also indicated that they have cleaned the filter and ensured no metal objects are in the washer.

[AI Summary]

1. Contact Reason: Customer is calling regarding a washing machine purchased in July 2022, which is making a squeaking and scraping noise during the spin cycle and washing cycles.

2. Customer Request: Customer seeks assistance with the noise issue and wants to know if the repair can be covered under warranty, as they have experienced problems for the past 12 months.

3. Agent Solution: Agent confirmed the unit is out of warranty but noted that the customer qualifies for an extended warranty. The agent requested photos of the receipt and the serial number for registration. Once approved, the agent will schedule a repair service and provide a reference number.

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

5. Customer Pain Point: Customer expressed frustration over the lack of follow-up on previous complaints and dissatisfaction with the service quality, stating that the noise issue has persisted for a year.

6. Notable Comments: Customer mentioned they have already sent videos of the noise and emphasized the urgency of the repair due to ongoing issues. They also inquired about potential charges for the engineer's visit, which the agent confirmed would be covered under warranty.

[Request] PROVIDED THE SMS INSTRUCTION FOR WHATS APP

Surname :

Mobile Number : 01959534149

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] GSXB91MCAE

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is inquiring about purchasing a new fridge freezer and wants to know if it can be bundled with a washing machine and dryer for a better deal.

2. Customer Request: Customer seeks information on whether they can purchase the fridge freezer along with a washing machine and dryer as a package deal.

3. Agent Solution: Agent confirmed that the customer can purchase all three items together. The agent guided the customer on how to add the items to the online shopping cart and proceed to checkout, ensuring they understand the process for bundling the products.

4. Resolution Acceptance: Yes. The customer accepted the solution and expressed satisfaction with the ability to purchase the items together.

5. Customer Pain Point: Customer is looking for a better deal when purchasing multiple appliances and is frustrated by the lack of clear information on bundling options.

6. Notable Comments: Customer mentioned they are considering a new property and need to replace their current appliances, indicating urgency in their purchase decision.

[Request] NO NEED TO DOCU CUSTOMER JUST INQUIRE FOR PURCHASING THE 3 ITEMS AT THE SAME TIME

Surname :

Mobile Number : 02088798594

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling to register their television for a free five-year warranty.

2. Customer Request: Seeks assistance with the registration process for the warranty.

3. Agent Solution: Agent confirmed the customer's request and initiated the transfer to the appropriate department that handles television registrations. The agent assured the customer to hold on while the transfer was completed.

4. Resolution Acceptance: Yes. The customer accepted the transfer to the warranty registration department.

5. Customer Pain Point: Customer expressed a need for clarity on the registration process to ensure they receive the warranty benefits.

6. Notable Comments: Customer mentioned previous discussions regarding the warranty, indicating familiarity with the process and a desire for a smooth registration experience.

[Request] DONE TRANSFERRED TO HE

Surname :

Mobile Number : 07776836318

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP : 26/07/2025

Retailer : AO

[Customer Issues] WASHER TOWER TODAY USED THE UNIT Unit is for the customer mother flat they just used it today because they waited to finish the renovation

Pipes connected correctly.

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is experiencing excessive water leakage from a newly purchased LG washing dryer tower during its first use, despite proper installation by the builder.

2. Customer Request: Customer seeks assistance regarding the warranty and options for returning or fixing the unit due to the leakage issue.

3. Agent Solution: Agent informed the customer that the unit is still within the return period and advised them to return it to the retailer. The agent confirmed that the customer could mention their conversation with LG when contacting the retailer for a return or warranty claim.

4. Resolution Acceptance: Yes. The customer accepted the agent's advice to return the unit to the retailer for further action.

5. Customer Pain Point: Customer expressed frustration over the unexpected water leakage during the first use of the machine, which raises concerns about the product's quality and installation.

6. Notable Comments: Customer mentioned that the washing dryer tower was intended for their mother's flat, indicating the urgency of resolving the issue due to ongoing renovations.

[Request] DONE UNIT STILL WITHIN THE RETURN PERIOD

CNU250823097613

Surname : HILL

Mobile Number : 07938164861

Post Code : NG16 1DH

1st Line of Address : 21A Nottingham Road, NOTTINGHAM, NG16 1DH, GB

Email Address : michellehill308@hotmail.com

Model # : FCV309WNE.ABWQWUK

Serial # : 207PWXBM8274

DOP : 22/03/2024

Retailer : CURRYS

[Customer Issues] CURRYS FCV309WNE

Drum the unit is gone. The weights is broken

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling regarding a malfunctioning LG washing machine (model FCV309WNE) that has broken down after 15 months, specifically mentioning issues with the drum and bearings.

2. Customer Request: Customer seeks assistance for repair or replacement of the washing machine due to the described mechanical failures.

3. Agent Solution: Agent requested the customer to provide a short video and photo of the broken drum for technical assessment. The agent also offered to send instructions for submitting the video via WhatsApp, as the usual communication method was unavailable.

4. Resolution Acceptance: Yes. The customer agreed to provide the requested video and photo to facilitate the repair process.

5. Customer Pain Point: Customer expressed frustration with the washing machine's failure after a relatively short period of use and dissatisfaction with previous interactions with the retailer, Currys.

6. Notable Comments: Customer mentioned having the purchase receipt and confirmed the purchase date as March 22, 2024, from Currys in Nottingham.

[AI Summary]

1. Contact Reason: Customer is calling regarding a malfunctioning LG washing machine (model FCV309WNE) that has broken down after 15 months, specifically mentioning issues with the drum and bearings.

2. Customer Request: Customer seeks assistance with the malfunctioning washing machine and requests a resolution, potentially involving a repair or replacement.

3. Agent Solution: Agent requested a short video and photo of the damaged drum to coordinate with technical experts. Instructions were provided for sending the video via WhatsApp due to issues with the email system. The agent also provided a case reference number for future inquiries.

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

5. Customer Pain Point: Customer expressed frustration with the washing machine's failure after a short period and dissatisfaction with the service received from the retailer, Currys.

6. Notable Comments: Customer mentioned having the receipt for the purchase and confirmed the purchase date as March 22, 2024, from Currys in Nottingham.

[Request] PROVIDED SMS OF WHATSAPP INSTRUCTIONS

CNU250823097794

Surname : SAJID

Mobile Number : 07549015488

Post Code : CR0 0BQ

1st Line of Address : 88 Uvedale Crescent, New Addington CROYDON, CR0 0BQ, GB

Email Address : samira_sajid@hotmail.co.uk

Model # : F4V310SNE.ASSQPUK

Serial # : 106PNCY4T643

DOP : 01/10/2021

Retailer : CURRYS

[Customer Issues] PART THATS FAULTY

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling regarding a recurring issue with their washing machine, which has been repaired three times and is now experiencing problems with the motherboard and screen.

2. Customer Request: Customer is seeking a replacement for the washing machine due to ongoing issues and frustration with repeated repairs.

3. Agent Solution: Agent informed the customer that the issue has been escalated to the repair department. However, they explained that a full engineer's report is needed before any further action can be taken, including the possibility of a replacement.

4. Resolution Acceptance: No. The customer did not accept the proposed solution as they expressed dissatisfaction with the repeated repairs and the need for a replacement.

5. Customer Pain Point: Customer is frustrated with the frequent breakdowns of the washing machine and the inconvenience of dealing with customer service multiple times for the same issue.

6. Notable Comments: Customer emphasized that this is the third time the washing machine has been repaired and expressed concern about the reliability of the unit moving forward.

[AI Summary]

1. Contact Reason: Customer is calling regarding a recurring issue with their washing machine, which has been repaired three times and is experiencing problems with the motherboard and screen.

2. Customer Request: Customer is seeking a replacement for the washing machine due to ongoing issues and frustration with repeated repairs.

3. Agent Solution: Agent explained that a full engineer's report is needed before any further action can be taken. The agent confirmed that since the engineer just visited, they cannot provide a new unit until the repair is completed and assessed.

4. Resolution Acceptance: Yes. The customer accepted to wait for the repair and the engineer's report before pursuing further options.

5. Customer Pain Point: Customer expressed frustration over the repeated repairs and the inconvenience caused by the washing machine's persistent issues, feeling it is unfair to continue with repairs without a resolution.

6. Notable Comments: Customer mentioned that the washing machine had problems shortly after purchase and has been a source of ongoing inconvenience, indicating a strong desire for a more permanent solution.

[Request] DONE

Surname :

Mobile Number : 07598623867

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER DRY DHE

[Consultation contents] [AI Summary]

1. Contact Reason: Customer reports an LG washer displaying error code DHE, indicating a dry heater error, and mentions smoke coming from the unit during operation.

2. Customer Request: Customer seeks guidance on whether to arrange for a repair service or if there are troubleshooting steps to resolve the issue.

3. Agent Solution: Agent explained that the DHE error indicates overheating and asked the customer if the cold water tap was fully open. The agent suggested unplugging the unit for two minutes and then plugging it back in. Since the unit is owned by the landlord, the agent advised the customer to have the landlord contact LG for further assistance and repair coordination.

4. Resolution Acceptance: Yes. The customer accepted the agent's advice to inform the landlord to call LG for next steps.

5. Customer Pain Point: Customer expressed concern about the malfunctioning washer and the potential need for urgent repairs, especially since it is a rental property.

6. Notable Comments: Customer noted that the washer is under a ten-year warranty and asked for specific information the landlord would need to provide when contacting LG, including the serial number and details about the error.

[Request] LANDLORD CAN RING US BECAUSE THE ONE WHO CALLED IS THE TENANT

Surname :

Mobile Number : 07300878682

Post Code :

1st Line of Address :

Email Address :

Model # : FDV909WN

Serial # :

DOP :

Retailer :

[Customer Issues] TUMBLE DRYER

Customer is putting half load. Clothe are not getting tangled. 2HR 20 MINS

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is experiencing issues with their LG tumble dryer, stating it is not drying clothes effectively, with items remaining damp after extended drying times.

2. Customer Request: Customer seeks troubleshooting assistance and clarification on warranty coverage for potential repair.

3. Agent Solution: Agent guided the customer through troubleshooting steps, including checking dryer settings and explaining the functionality of the dry level indicators. The agent suggested using the cotton setting for better drying results and confirmed that the unit is still under warranty for repair if needed.

4. Resolution Acceptance: Yes. The customer accepted the information regarding warranty coverage and plans to try the suggested settings before considering a repair.

5. Customer Pain Point: Customer expressed frustration over the dryer’s poor performance, particularly with drying towels, and the inconvenience caused by having to run multiple cycles.

6. Notable Comments: Customer mentioned uncertainty about the purchase date but believed it was in January 2023, which may affect warranty status. The agent reassured the customer about warranty coverage for repairs if necessary.

[Request] DONE PROVIDING SETTINGS THEY CAN USE