20/09 CALLS

CNU250920342945

Surname : YEARSLEY

Mobile Number : 07887523914 / 02088798594

Post Code : CW10 9QE

1st Line of Address : 45 Beechfield Drive, MIDDLEWICH, CW10 9QE, GB

Email Address : patrick.yearsley@sky.com

Model # : FWY706WWTN1

Serial # : 501PNYUHN362

DOP : 16/04/2025

Retailer : CURRYS

[Customer Issues] WASHER REGISTRATION

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer contacting to register washing machine warranty for five-year plan. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Model Number: Confirmed model number as FWY706WWT.

2. Confirm Purchase Date: Customer stated purchase date as April 16.

3. Check Existing Account: Agent checked for existing account; none found in the system.

4. Request Mobile Number: Customer provided mobile number for verification.

5. Request Email Address: Customer provided email address for account verification.

6. Create Account: Agent initiated account creation process for warranty registration.

7. Request Surname and Postcode: Customer provided surname and postcode for verification.

8. Ask for Address: Customer provided address for account setup.

9. Consent for Communication: Customer agreed to receive emails about goods and services and satisfaction surveys.

10. Request Serial Number: Agent instructed customer on how to locate the serial number.

1

1. Document Serial Number: Customer provided serial number for the washing machine.

2. Request Proof of Purchase: Agent requested proof of purchase to complete account setup.

3. Send SMS Link: Agent confirmed sending a link via SMS for further action.

[Final Resolution]

• Account creation initiated for warranty registration. Customer to provide proof of purchase and serial sticker. SMS link to be sent for further instructions. [Service Notes]
• N/A [Executive Summary] The customer contacted to register a washing machine warranty under a five-year plan. The agent verified the model number and purchase date, checked for an existing account, and initiated the creation of a new account. The customer provided necessary personal information, including mobile number, email address, surname, postcode, and serial number. The agent requested proof of purchase to complete the registration and confirmed that a link would be sent via SMS for further instructions.

[AI Summary]

[Contact Reason]

• Customer contacting for warranty registration of washing machine. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Account Creation: Agent created an account for warranty registration.

2. Model Verification: Customer provided model number FWY706WWT.

3. Purchase Date: Customer stated purchase date as April 16.

4. Mobile Number Verification: Customer provided mobile number for account verification.

5. Email Verification: Customer provided email address for account verification.

6. Serial Number Guidance: Agent instructed customer on locating the serial number.

7. Serial Number Verification: Customer provided serial number 501PNYHN362.

8. Document Request: Agent requested proof of purchase and serial sticker for registration.

9. SMS Link Sent: Agent sent a link via SMS for document upload.

10. Case Number Provided: Agent provided case number for reference.

1

1. Document Upload Instructions: Agent guided customer on how to upload documents.

2. Follow-up Confirmation: Agent confirmed receipt of the SMS link and awaited documents.

[Final Resolution]

• Customer to upload proof of purchase and serial sticker via provided link. Agent will register warranty upon receipt. Confirmation SMS to be sent after registration. [Service Notes]
• N/A [Executive Summary] The customer contacted for warranty registration of a washing machine. The agent assisted in creating an account and verifying the model and purchase details. The customer was instructed on how to locate the serial number and was asked to provide proof of purchase. An SMS link was sent for document upload, and the customer was informed that registration confirmation would be sent via SMS and email once the documents were received. The customer will follow up with the required documents later.

[Request] WILL REGISTER DONE TASK

CNU250920343103

Surname : RAHMAN

Mobile Number : 07720813162 / 07383994931

Post Code : B9 5HH

1st Line of Address : 407 Charles Road, BIRMINGHAM, Small Heath, B9 5HH, GB

Email Address : abidrrahman603@icloud.com

Model # : F4V310SNE.ASSQPUK

Serial # : 102PNYU4C026

DOP : 24/04/2021

Retailer : CURRYS

[Customer Issues] ENGNEER CAME 3 TIME FEW THINGS ARE NOT WORKING ON THE WASHER YESTERDAY THE ENGINEER SAY THAT THE UNIT IS NOT REPAIRABLE

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about washing machine repair status after multiple engineer visits. [Product Symptom]
• Symptom: Washing machine deemed not repairable by engineer after three visits. - Timeline/Duration: Engineer visited yesterday; previous visits not specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Multiple engineer visits; unit reported as not repairable. [Agent Solutions]

1. Verification: Collected customer details including postcode and contact numbers.

2. Repair Status Check: Noted that the engineer's report is pending and will be available in one business day.

[Final Resolution]

• Awaiting full engineer's report; expected by Monday. [Service Notes]
• N/A. [Executive Summary] The customer contacted support regarding the status of their washing machine, which was reported as not repairable after three engineer visits. The agent verified the customer's details and checked the repair status, informing the customer that the full engineer's report would be available within one business day. The next steps involve awaiting the report, expected by Monday.

[AI Summary]

[Contact Reason]

• Customer inquiring about the status of a washing machine repair and potential replacement. [Product Symptom]
• Symptom: Washing machine deemed not repairable by the engineer after multiple visits. - Timeline/Duration: Engineer visited yesterday; customer mentioned previous visits. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Engineer visited three times; customer informed that the unit is not repairable. [Agent Solutions]

1. Verification: Agent verified customer details and account information.

2. Repair Status Check: Agent checked the repair status and noted that the engineer's report would be available in one business day.

3. Explanation of Process: Agent explained that the case would be reviewed by LG specialists for potential refund or replacement after receiving the engineer's report.

4. Next Steps: Agent advised customer to call back on Monday for an update.

[Final Resolution]

• Awaiting full engineer's report for review by specialists; customer to call back on Monday for updates. [Service Notes]
• Customer has had multiple engineer visits regarding the washing machine issue; previous communication indicated a potential replacement. [Executive Summary] The customer contacted support regarding the status of a washing machine that was deemed not repairable by an engineer after multiple visits. The agent verified the customer's details and explained that the full engineer's report would be available in one business day for review by LG specialists. The customer was advised to call back on Monday for further updates regarding potential replacement or refund options. The agent provided clear next steps and ensured the customer was informed about the process.

[Request] DONE DOCU AND TASK

Surname :

Mobile Number : 07899797462

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents]

[AI Summary]

[Contact Reason]

• Customer experiencing black lines on LG TV screen. [Product Symptom]

• Symptom: Black lines appearing on the screen.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased approximately 3 years ago. [Agent Solutions]

1. Transfer to Appropriate Department: Agent informed customer that the current department handles refrigerators and offered to transfer to the television department.

[Final Resolution]

• Transfer to television department initiated. [Service Notes]
• N/A. [Executive Summary] The customer reported black lines on their LG TV screen, which they purchased about three years ago. The agent identified that the inquiry was misdirected to the refrigerator department and initiated a transfer to the appropriate television department for further assistance. No troubleshooting steps were taken as the call was redirected.

[AI Summary]

[Contact Reason]

• Customer experiencing black lines on LG TV screen. [Product Symptom]

• Symptom: Black lines through the screen.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased approximately 3 years ago. [Agent Solutions]

1. Transfer to TV Department: Customer was informed that the current department handles refrigerators and would be transferred to the correct department for TV repairs.

2. Acknowledgment of Incorrect Transfer: Customer mentioned receiving the wrong department number for TV repairs.

[Final Resolution]

• Customer was transferred to the appropriate department for TV repairs. [Service Notes]
• N/A. [Executive Summary] The customer contacted support regarding black lines appearing on their LG TV screen, which they purchased three years ago. The initial agent acknowledged the issue but indicated they were in the wrong department for TV repairs and initiated a transfer to the correct department. The customer expressed frustration over receiving the incorrect contact number for TV issues. The call was then transferred to the appropriate support team for further assistance.

[Request] DONE TASK TRANSFERRED TO HE

CNU250918330676

Surname : MILLER

Mobile Number : 07968919847

Post Code : PO32 6HH

1st Line of Address : 10 Harvey Close, EAST COWES, PO32 6HH, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing ongoing issues with LG washing machine. Requesting assistance for repair or replacement. [Product Symptom]

• Symptom: Washing machine leaking. Delays in repair due to parts unavailability and technician scheduling issues.
• Timeline/Duration: Reported issue on 21 August. Engineer visit occurred two weeks later. Multiple appointment cancellations and rescheduling since then.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Previous engineer visit noted; parts required but not available. Customer informed machine may not be viable for repair. [Agent Solutions]

1. Case Number Verification: Confirmed case number provided by customer.

2. Review Repair History: Checked previous repair attempts and noted delays in parts and technician availability.

3. Escalation: Suggested escalating the case to a supervisor for further assistance regarding repair or replacement options.

4. Follow-up Appointment: Offered to schedule a follow-up appointment for further assessment.

[Final Resolution]

• Escalation to supervisor for resolution. Follow-up appointment to be scheduled. Customer advised on next steps. [Service Notes]
• Ongoing delays in repair since August. Customer expressed frustration with lack of communication and resolution. Machine may not be viable for repair. [Executive Summary] The customer reported a leaking LG washing machine and detailed a series of delays in repair attempts since August, including parts unavailability and technician scheduling issues. The agent verified the case number and reviewed the repair history, noting the customer's frustration with the situation. The case was escalated to a supervisor for further assistance, and a follow-up appointment was offered to address the issue. The customer was informed of the next steps to take regarding the repair or potential replacement of the machine.

[AI Summary]

[Contact Reason]

• Customer experiencing ongoing issues with LG washing machine leaking. Seeking resolution for repair or replacement after multiple delays. [Product Symptom]

• Symptom: Washing machine leaking.
• Timeline/Duration: Reported on 21 August; multiple delays in repair appointments since then.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Engineer visited after initial report, required parts not available, multiple rescheduled appointments, latest update indicated machine not viable for repair. [Agent Solutions]

1. Case Review: Agent checked the case number provided by the customer.

2. Engineer Report: Agent confirmed engineer's report indicated parts needed for repair were unavailable.

3. Transfer to Resolutions Team: Agent informed customer about transferring to resolutions team for further assistance regarding repair or replacement options.

[Final Resolution]

• Transfer to resolutions team for further discussion on repair or replacement options. [Service Notes]
• N/A [Executive Summary] The customer reported a leaking LG washing machine and expressed frustration over delays in repair since August. The agent reviewed the case and confirmed that the engineer indicated the machine was not viable for repair due to unavailable parts. The agent then transferred the customer to the resolutions team for further assistance regarding potential repair or replacement options. The customer is awaiting further information from the resolutions team.

[Request] DONE DOCU AND TASK TRANFERRED TO RESO

CNU250920343515

Surname : ZEITOUN

Mobile Number : 07446344320

Post Code : B91 3PT

1st Line of Address : 30 Southfields Road, SOLIHULL, B91 3PT, GB

Email Address : yzeitoun37@hotmail.com

Model # : F4V909WTS.ABWQPUK

Serial # : 906PNPD47536

DOP : 10/11/2019

Retailer : JOHN LEWIS

[Customer Issues] OE Drain manually.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing an OE error with LG washing machine. Requesting assistance for the issue. [Product Symptom]

• Symptom: OE error displayed on the washing machine. Water leakage reported, causing a mess in the kitchen.
• Timeline/Duration: Not Specified.
• Environment: Indoor, kitchen area.
• Self-troubleshooting: Customer emptied the machine and cleaned the drain.
• History: Purchased approximately 7 years ago. [Agent Solutions]

1. Verification of Issue: Confirmed the OE error and water leakage.

2. Account Creation: Created an account for the customer and verified contact details.

3. Serial Number Inquiry: Instructed customer on locating the serial number, but the door was not opening due to water inside.

4. Manual Drain Instructions: Advised customer to manually drain the machine using the small hose near the filter to open the door.

5. Error Code Confirmation: Verified the OE error code and discussed its relation to drainage issues.

[Final Resolution]

• Customer to manually drain the washing machine to resolve the OE error. Follow-up needed once the machine is drained. [Service Notes]
• Water leakage causing significant mess in the kitchen. Customer unable to open the door due to water inside the machine. [Executive Summary] The customer contacted support regarding an OE error on their LG washing machine, which is causing water leakage. The agent confirmed the issue and assisted in creating an account for the customer. Instructions were provided to manually drain the machine to resolve the error, as the door could not be opened due to water inside. The customer was advised to follow up after draining the machine.

[AI Summary]

[Contact Reason]

• Customer experiencing an OE error with LG washing machine. Requesting assistance for repair. [Product Symptom]

• Symptom: OE error code displayed; machine not draining properly, causing water overflow in the kitchen.
• Timeline/Duration: Not Specified.
• Environment: Indoor, kitchen area.
• Self-troubleshooting: Customer emptied the machine and cleaned the drain.
• History: Purchased in November 2019. [Agent Solutions]

1. Verify Issue: Confirmed customer reported OE error.

2. Account Creation: Created account for customer and husband for future reference.

3. Serial Number Assistance: Instructed customer on locating the serial number; advised that door cannot be opened due to water inside.

4. Manual Drain Instructions: Provided steps to manually drain the machine using the small hose.

5. Error Code Confirmation: Verified OE error code and discussed potential causes.

6. Repair Eligibility: Explained that the machine is eligible for repair as it is under six years old, but charges apply.

7. Repair Cost Estimate: Provided estimated repair cost of £175, including parts and labor.

8. Payment Process Explanation: Informed customer to call back on Monday for payment and scheduling.

9. Case Documentation: Created a form for the repair request to be processed on Monday.

10. Additional Information: Verified that the washing machine is properly leveled and that the drain hose is not blocked.

[Final Resolution]

• Customer to call back on Monday for payment and to schedule repair. Case number provided for reference. [Service Notes]
• Customer's kitchen is currently flooded with water from the washing machine. Urgent repair needed. [Executive Summary] The customer contacted support regarding an OE error with their LG washing machine, which is causing water overflow in the kitchen. The agent confirmed the issue, assisted with account creation, and provided instructions for manual draining. The customer was informed of the repair eligibility and associated costs. A case number was created for follow-up, and the customer was advised to call back on Monday for payment and scheduling. Urgent attention required due to flooding in the kitchen.

[Request] DONE CREATE THE BOOKING FORM AND DONE TASK

Surname :

Mobile Number : 07960346393

Post Code :

1st Line of Address :

Email Address :

Model # : F4V509SSE.APTQWUK

Serial # : 209PWKXLW149

DOP : 02/11/2022

Retailer : CURRYS

[Customer Issues] WASHER TRIPPING THE ELECTRICITY TODAY

[Consultation contents] [AI Summary]

[Contact Reason]

• Inquiry about washing machine tripping power socket. [Product Symptom]

• Symptom: Washing machine causes power socket to trip.
• Timeline/Duration: Issue started this morning; machine was fine yesterday.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased on November 2, 2022; has a five-year care service plan. [Agent Solutions]

1. Verify Issue: Agent confirmed the washing machine is tripping the power socket.

2. Account Verification: Agent attempted to verify account but found no information.

3. Create Account: Agent initiated the creation of an account for further assistance.

4. Warranty Inquiry: Agent inquired about extended warranty; confirmed customer has a five-year care service plan.

5. Receipt Request: Agent requested the receipt for registration of the unit and care plan assistance.

6. Authorization Discussion: Agent discussed the need for authorization due to different surnames.

[Final Resolution]

• Account created for customer; receipt needed for repair registration. Customer can authorize spouse for account access. [Service Notes]
• Customer has a five-year care service plan. Receipt required for warranty registration. [Executive Summary] The customer contacted support regarding a washing machine that is tripping the power socket. The issue began this morning, with the machine functioning properly the day before. The agent verified the problem and attempted to check the account but found no information, leading to the creation of a new account. The customer confirmed a five-year care service plan and was asked to provide the receipt for warranty registration. The agent also discussed authorization for account access due to differing surnames.

[AI Summary]

[Contact Reason]

• Inquiry about washing machine tripping power socket. [Product Symptom]

• Symptom: Washing machine causes power socket to trip.
• Timeline/Duration: Issue started this morning; machine was fine yesterday.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased on November 2, 2022; has a five-year care service plan. [Agent Solutions]

1. Verify Issue: Agent confirmed the washing machine is tripping the power socket.

2. Account Verification: Agent attempted to verify account but found no information.

3. Create Account: Agent offered to create an account for further assistance.

4. Warranty Inquiry: Agent inquired about extended warranty; confirmed five-year care service plan.

5. Receipt Request: Agent requested the receipt for registration of the unit.

6. Authorization Discussion: Discussed authorization for the customer’s wife to access the account.

[Final Resolution]

• Customer advised to find the receipt and create an account for repair registration. Customer's wife can also access the account for assistance. [Service Notes]
• Customer has a five-year care service plan. Receipt needed for account registration. [Executive Summary] The customer contacted support regarding a washing machine that is tripping the power socket. The issue began this morning, with the machine functioning properly the day before. The agent verified the problem and attempted to check the account but found no information, prompting the creation of a new account. The customer confirmed a five-year care service plan and was advised to locate the receipt for registration. The customer's wife can also access the account for further assistance.

[Request] NO NEED TO DOCU

CNU250920343989

Surname : ROWE

Mobile Number : 07506920739

Post Code : CV3 4AG

1st Line of Address : 11 Swifts Corner, COVENTRY, CV3 4AG, GB

Email Address : howardg3065@hotmail.com

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] Note: Customer ring us about the engineer update.

[AI Summary]

[Contact Reason]

• Customer inquiring about the status of a repair for an LG washing machine that was reported to be leaking water. [Product Symptom]
• Symptom: Washing machine pouring out water. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Previous report of the fault made to customer service. [Agent Solutions]

1. Case Verification: Agent confirmed that a case was created for the washing machine issue.

2. Priority City Protocol: Agent explained that repairs in priority cities, including Coventry, are handled by a specific department.

3. Repair Scheduling: Agent informed customer that the repair will be booked on Monday and that an update will be provided.

[Final Resolution]

• Repair scheduled for Monday. Customer to receive an update regarding the engineer's visit. [Service Notes]
• N/A. [Executive Summary] The customer contacted LG customer service to follow up on a reported issue with their washing machine, which was leaking water. The agent verified that a case had been created and explained the protocol for repairs in priority cities. The repair is scheduled for Monday, and the customer will receive an update regarding the engineer's visit. No additional troubleshooting steps were taken during this call.

[AI Summary]

[Contact Reason]

• Customer reported a fault with LG washing machine; water pouring out. [Product Symptom]

• Symptom: Water leaking from the washing machine.
• Timeline/Duration: Issue occurred this morning; customer had to turn off the water supply.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Previous report made to customer service; no confirmation received regarding engineer visit. [Agent Solutions]

1. Case Verification: Agent confirmed a case was created for the customer.

2. Repair Scheduling: Agent informed customer that repairs for priority cities are completed within three days; booking will occur on Monday.

3. Engineer Contact: Agent explained that the engineer would contact the customer within two business days after booking for a specific service date.

4. Email Confirmation: Agent verified the customer's email address for communication regarding the repair.

[Final Resolution]

• Engineer booking scheduled for Monday; customer will be contacted by engineers on Tuesday or Wednesday for service date. [Service Notes]
• Urgent repair needed due to water leakage; customer concerned about potential floor damage. [Executive Summary] The customer contacted LG customer service regarding a leaking washing machine, which required immediate attention. The agent confirmed that a case was created and scheduled the repair for Monday, with the engineer expected to contact the customer by Tuesday or Wednesday for a specific service date. The customer's email was verified for communication purposes. The situation is urgent due to concerns about water damage to the floor.

[Request] DONE TASK

CNU250920344033

Surname : SABIR

Mobile Number : 07460727252

Post Code : LL11 3EF

1st Line of Address : 3 Hirwaun, WREXHAM, LL11 3EF, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer : LG ELECTRONICS

[Customer Issues] CNU250807958537

8000563346

[Consultation contents] [AI Summary]

[Contact Reason]

• Order query regarding a fridge. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verification of Order Number: Customer provided order number CNU 2508 079 58537 for verification.

2. Request for Additional Information: Agent requested customer's surname and postcode for verification.

3. Order Status Check: Agent confirmed the order is being handled by the LG shop department.

4. Transfer to Appropriate Department: Agent documented the information and prepared to transfer the customer to the LG shop department for further assistance.

[Final Resolution]

• Transfer to LG shop department for order assistance. [Service Notes]
• N/A [Executive Summary] The customer contacted LG customer service regarding an order query for a fridge. The agent verified the order number and requested additional information for confirmation. The order was confirmed to be handled by the LG shop department. The agent documented the details and prepared to transfer the customer for further assistance.

[AI Summary]

[Contact Reason]

• Order query regarding a fridge. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verification of Order Number: Customer provided order number CNU 2508 079 58537 for verification.

2. Request for Additional Information: Agent requested customer's surname and postcode for verification.

3. Order Status Check: Agent confirmed the order is being handled by the LG shop department.

4. Transfer to LG Shop Department: Agent documented the information and prepared to transfer the customer to the LG shop department for further assistance.

[Final Resolution]

• Transfer to LG shop department for order assistance. [Service Notes]
• N/A [Executive Summary] The customer contacted LG customer service regarding an order query for a fridge. The agent verified the order number and requested additional information for confirmation. The order was confirmed to be handled by the LG shop department. The agent documented the details and prepared to transfer the customer for further assistance. No technical troubleshooting was performed during the call.

[Request] DONE TASK AND DOCU

Surname : JENKINSPACKER

Mobile Number : 07462890333

Post Code : EX23 8HZ

1st Line of Address : 50 Meadow Drive, BUDE, EX23 8HZ, GB

Email Address : rcjp3@outlook.com

Model # : F4V709STSE.ASSQPUK

Serial # : 301PNAJ4U536

DOP : 08/09/2023

Retailer : HBH WOOLACOTTS

[Customer Issues] WASHER P2023-09-08301PNAJ4U536

CNU231215926905 08/09/2023 07/09/2028

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about warranty registration for LG washing machine. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Model Number: Confirmed model number as FOC 709STSE.

2. Check Warranty Registration: Found warranty registered with a start date of September 8, 2023, and an end date of September 7, 2028.

3. Confirm Customer Details: Requested customer’s surname and email address for account verification.

[Final Resolution]

• Warranty registration confirmed with dates provided. No confirmation code available as per customer inquiry. [Service Notes]
• N/A [Executive Summary] The customer contacted support to inquire about the warranty registration for their LG washing machine. The agent confirmed the model number and verified the warranty registration, noting the start and end dates. The customer expressed concern about not receiving a confirmation code for the registration. The agent clarified that no confirmation code was available.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer inquiring about warranty registration for LG washing machine. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Warranty Registration: Agent confirmed warranty registration for the washing machine, effective from September 8, 2023, to September 7, 2028.

2. Request Confirmation Code: Agent asked if the customer received a confirmation code during registration; customer stated it was not provided.

3. Collect Additional Information: Agent requested customer’s email address and postal code for account verification.

4. Send Registration Confirmation: Agent sent a confirmation of warranty registration via SMS and offered to send it via email as well.

5. Verify Contact Information: Agent confirmed customer’s mobile number and email address for sending the registration confirmation.

6. Inform on Processing Time: Agent informed customer that the email confirmation would take a few business days to be sent by a supervisor.

[Final Resolution]

• Registration confirmation sent via SMS; email confirmation requested. Warranty valid until September 7, 2028. [Service Notes]
• N/A [Executive Summary] The customer contacted support to inquire about the warranty registration for their LG washing machine. The agent confirmed the warranty was registered from September 8, 2023, to September 7, 2028, and noted that a confirmation code was not provided. The agent collected necessary information and sent the registration confirmation via SMS, also requesting to send it via email. The customer was informed that the email confirmation would take a few business days to process.

[Request] DONE DOCU AND TASK

Surname :

Mobile Number : 07415777671

Post Code :

1st Line of Address :

Email Address :

Model # : GSL761PZXV.APZQLGU

Serial # : 907TRVM21215

DOP :

Retailer :

[Customer Issues] FRIDGE 2021 COE DOMESTIC AND GENERAL

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer calling regarding LG freezer showing error code COE. [Product Symptom]

• Symptom: Freezer displaying error code COE, indicating communication failure. Items in the freezer are defrosting.
• Timeline/Duration: Issue started three days ago.
• Environment: Not Specified.
• Self-troubleshooting: Customer attempted to unplug the appliance for five minutes and plug it back in multiple times.
• History: Purchased in 2021, possibly out of warranty. [Agent Solutions]

1. Verify Error Code: Confirmed error code COE indicates communication failure.

2. Check Door Status: Inquired if doors had been removed; customer confirmed they had not.

3. Discuss Warranty: Explained that the 10-year warranty covers only the compressor, not the engineer's visit or other parts.

4. Offer Repair Estimate: Provided a chargeable repair estimate of 215 pounds, covering parts, labor, and VAT.

5. Discuss Repair Conditions: Explained conditions for partial refund based on findings during repair.

6. Request Serial Number: Customer attempted to locate the serial number; agent clarified the difference between model and serial numbers.

7. Verify Purchase Details: Inquired about the purchase date and proof of replacement; customer unable to provide specific details.

[Final Resolution]

• Chargeable repair offered for 215 pounds. Customer unable to provide proof of replacement. Next steps involve scheduling repair if accepted. [Service Notes]
• Customer's freezer is experiencing a communication failure. Warranty status unclear due to insurance replacement. [Executive Summary] The customer contacted support regarding an LG freezer displaying error code COE, indicating a communication failure and resulting in defrosting items. The agent confirmed the error code and discussed the warranty, clarifying that it only covers the compressor. A chargeable repair was offered at 215 pounds, which includes parts and labor. The customer was unable to provide proof of replacement for the unit. Next steps involve scheduling the repair if the customer agrees to the charges.

[AI Summary]

[Contact Reason]

• Customer calling regarding LG freezer showing error code COE. [Product Symptom]

• Symptom: Error code COE indicating communication failure. Freezer contents defrosting.
• Timeline/Duration: Issue started three days ago.
• Environment: Not Specified.
• Self-troubleshooting: Unplugged the appliance for 5 minutes and plugged it back in multiple times.
• History: Purchased in 2021, possibly out of warranty. [Agent Solutions]

1. Verify Error Code: Confirmed error code COE indicates communication failure.

2. Check Door Status: Inquired if doors had been removed; customer confirmed they had not.

3. Discuss Warranty: Explained that the 10-year warranty covers only the compressor, not the engineer's visit or other parts.

4. Offer Repair Estimate: Provided a chargeable repair estimate of 215 pounds covering parts, labor, and VAT.

5. Discuss Repair Conditions: Explained conditions for partial refund based on findings during repair.

6. Request Serial Number: Asked for the serial number; customer provided model number instead.

7. Verify Purchase Date: Inquired about the purchase date; customer mentioned it was replaced by insurance but could not recall exact details.

8. Provide Engineer Contact: Offered contact information for repair services, including two different engineers.

[Final Resolution]

• Customer advised to contact provided engineers for repair service. Chargeable repair confirmed. [Service Notes]
• Customer unable to provide proof of replacement for warranty verification. [Executive Summary] The customer contacted regarding an LG freezer displaying error code COE, indicating a communication failure and resulting in defrosting contents. The agent confirmed the error and discussed warranty coverage, explaining that the 10-year warranty applies only to the compressor. A chargeable repair estimate of 215 pounds was provided, with conditions for potential partial refunds based on repair findings. The customer was unable to provide proof of replacement for warranty verification and was given contact information for two repair engineers.

[Request] NO NEED TO DOCU

CNU250920344904

Surname : HUGHES

Mobile Number : 07570760882

Post Code : HG2 8EP

1st Line of Address :

Email Address : sholto.hughes@gmail.com

Model # : GSLV91PZAE

Serial # :

DOP :

Retailer : CURRYS

[Customer Issues] FRIDGE MAN64889911 FRIDGE DOOR MIDDLE SHELF

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer calling regarding issues with LG fridge freezer. Requesting to order a replacement middle door shelf and repair for the ice dispenser. [Product Symptom]

• Symptom: Broken middle door shelf and non-functional ice dispenser. Water dispenses, but ice does not. Ice maker previously repaired but stopped working again.
• Timeline/Duration: Ice dispenser issue has been ongoing; specific frequency not mentioned.
• Environment: Not Specified.
• Self-troubleshooting: Customer attempted to reset the ice maker but was unsuccessful.
• History: Purchased in March 2022; previous repair on ice maker noted. [Agent Solutions]

1. Verify Model Number: Confirmed model number provided by customer.

2. Inquire about Ice Maker Status: Asked customer if they heard the motor running; customer unsure.

3. Discuss Ice Maker Functionality: Confirmed water dispensing but no ice production.

4. Suggest Resetting Ice Maker: Instructed customer to locate and press the test button on the ice maker.

5. Account Creation: Initiated account creation for customer to access further assistance.

6. Collect Customer Information: Gathered necessary personal details for account setup.

7. Confirm Email and Communication Preferences: Verified customer’s consent for communication regarding goods and services.

[Final Resolution]

• Next steps include arranging for repair service for the ice dispenser and ordering the replacement middle door shelf. Account created for further assistance. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a broken middle door shelf and a malfunctioning ice dispenser on their LG fridge freezer. The agent confirmed the model number and discussed the issues with the ice maker, which dispenses water but not ice. The customer attempted to reset the ice maker without success. The agent initiated account creation for the customer and collected necessary information. The next steps involve arranging a repair service for the ice dispenser and ordering the replacement shelf.

[AI Summary]

[Contact Reason]

• Customer inquiring about a broken middle door shelf and a malfunctioning ice dispenser on an LG fridge. [Product Symptom]

• Symptom: Broken middle door shelf; ice dispenser not producing ice, but water is dispensing.
• Timeline/Duration: Ice dispenser previously repaired; stopped working again; no specific timeline provided for current issues.
• Environment: Not Specified.
• Self-troubleshooting: Customer attempted to reset the ice maker; unsure if the motor is running.
• History: Purchased in March 2022; previous repair on ice maker. [Agent Solutions]

1. Verify Model Number: Confirmed model number provided by customer.

2. Ice Maker Inquiry: Asked about the condition of the ice maker; confirmed water dispensing but no ice production.

3. Troubleshoot Ice Maker: Suggested pressing the test button on the ice maker; guided customer to locate it.

4. Account Creation: Created an account for the customer to access technical support tools.

5. Test Button Instructions: Provided instructions to press and hold the test button on the ice maker.

6. Ice Maker Reset: Confirmed ice maker powered on after pressing the test button; advised to check for ice production within 24 hours.

7. Shelf Part Inquiry: Customer requested to order a replacement for the broken middle door shelf; confirmed part number.

8. Part Availability Check: Attempted to locate the part number for the middle door shelf; provided alternative website for ordering.

[Final Resolution]

• Ice maker reset successfully; advised to monitor for ice production. Customer to order middle door shelf through provided website. [Service Notes]
• Customer has previously repaired the ice maker; concerns about locating replacement parts online. [Executive Summary] The customer contacted support regarding a broken middle door shelf and a malfunctioning ice dispenser on their LG fridge. The agent confirmed the model number and inquired about the ice maker's condition, guiding the customer through troubleshooting steps. The ice maker was successfully reset, and the customer was advised to check for ice production within 24 hours. Additionally, the agent assisted the customer in locating a replacement part for the middle door shelf and provided an alternative website for ordering. The call concluded with the customer expressing intent to follow up on the part order.

[Request] DONE TPS DOCU AND TASK

Surname : SAM GULLEN

Mobile Number : 07766702179

Post Code : RG18 3FG

1st Line of Address :

Email Address : sam.gullen@hotmail.co.uk

Model # : GSLE81EPBC.AEPQLGU

Serial # : 505TRNG49815

DOP : 09/09/2025

Retailer : LG ELECTRONICS

[Customer Issues] FRIDGE BEEPING A WEEK OLD

8000597995

Doors is closing properly. Door gasket doesn't have any visible and still sealing properly. Unit is properly leveled. Doors is properly aligned. Temperature in the Freezer - 15 Fridge 6. Issue persists.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing continuous beeping from newly purchased LG double fridge after closing doors. [Product Symptom]

• Symptom: Continuous beeping after doors are closed, indicating a potential alarm issue.
• Timeline/Duration: Began after shopping last week; persistent for half an hour before contacting support.
• Environment: Not Specified.
• Self-troubleshooting: Power cycled the fridge; attempted to ensure doors were fully closed.
• History: Purchased directly from LG website; unit is one week old. [Agent Solutions]

1. Verify Purchase: Confirmed purchase from LG website and order number.

2. Check Door Status: Confirmed doors were not removed during delivery and are closing properly.

3. Verify Alarm Function: Discussed the beeping alarm and its expected behavior when doors are opened.

4. Check Temperature Settings: Noted freezer temperature at -15°C (flashing) and fridge at 6°C; advised optimal settings of -18°C for freezer and 3°C for fridge.

5. Adjust Temperature: Customer adjusted freezer temperature, which stopped the beeping.

6. Discuss Warranty Registration: Confirmed registration issues and initiated registration for extended warranty.

7. Provide Warranty Information: Informed customer about the five-year warranty and the process for receiving confirmation via email.

[Final Resolution]

• Beeping noise resolved after adjusting freezer temperature. Warranty registration initiated; confirmation to be sent via SMS and email within 10-14 weeks. [Service Notes]
• N/A [Executive Summary] The customer reported a continuous beeping noise from their new LG double fridge after closing the doors. The issue began after shopping, and the customer had already attempted to power cycle the unit. The agent confirmed the purchase details and checked the door and temperature settings. After advising the customer to adjust the freezer temperature, the beeping stopped. Additionally, the agent addressed warranty registration issues and initiated the process for the extended warranty. Confirmation of the warranty will be sent to the customer within 10-14 weeks.

TS: Doors is closing properly. Door gasket doesn't have any visible and still sealing properly. Unit is properly leveled. Doors is properly aligned. Temperature in the Freezer - 15 Fridge 6. Issue persists. Order Number: 8000597995

[AI Summary]

[Contact Reason]

• Customer experiencing continuous beeping from a newly purchased LG double fridge after closing the doors. [Product Symptom]

• Symptom: Continuous beeping after closing doors, alarm activates when doors are open.
• Timeline/Duration: Started after first shopping trip, occurred intermittently since then.
• Environment: Not Specified.
• Self-troubleshooting: Power cycled the fridge, waited for half an hour, ensured doors were fully closed.
• History: Purchased directly from LG website, only one week old. [Agent Solutions]

1. Verify Purchase: Confirmed purchase date and order number.

2. Account Creation: Created an account for further assistance.

3. Check Door Status: Verified that doors were not removed during delivery and were closing properly.

4. Inspect Gasket: Confirmed no visible damage to the door gasket.

5. Level Check: Verified that the fridge was properly leveled and doors were aligned.

6. Temperature Check: Noted freezer temperature at -15°C (flashing) and fridge at 6°C.

7. Adjust Temperature: Advised customer to set freezer to -18°C and fridge to 3°C for optimal performance.

8. Confirm Resolution: Customer confirmed that adjusting the temperature stopped the beeping.

[Final Resolution]

• Adjusted freezer temperature resolved the beeping issue. Customer satisfied with the solution. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding continuous beeping from a new LG double fridge after closing the doors. The agent verified the purchase details and created an account for assistance. After checking the door status, gasket condition, and leveling, the agent advised adjusting the freezer temperature to -18°C. This adjustment successfully resolved the beeping issue, and the customer confirmed satisfaction with the outcome.

[Request] DONE REGITERING DOCU AND SMS

Surname :

Mobile Number : 07411219072

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] Hi there well. I'm having a big big trouble with your delivery company. They are liars. They are making all the things up. Yeah right now. I'm no longer interested in this product and you're going to make me the full refund. Yeah because I can't deal with the liars. I'm fucking boo. Yeah BS there for the last 1 hour. I've been dealing with them and they're making all sorts of lines. Let me tell you I was supposed to deliver Uh working machine today Yeah this morning There's something they're gonna call 11 They came here at 11 about the front parting area wasn't available at the time they came in 20 M away. That was the street there 20 M away. That was a street on the right. I said I checked that stream and give me a call If there's no space there. I will show you a parking spot at the back of our building. Yeah and then within 5 min. They gave me a call. I went outside. Yeah 5 min Later on the company called This time Not the driver Not those people. I went outside. Um That was a space that 5 min later on Because I was the G2 guys deploying something. Yeah and they left I waited now for 15 min. I gave them a call and said to them There's a space here right now. Come back Yeah They said to me 20 min for 20 min. I called on five times Yeah. They only shouted at me for why why am I keeping calling. They were supposed to come back. I waited there for 20 min. No one showed up Yeah and then I left and came back here and I called them and I said to them that. Uh. Give me a call. Then you're back and I don't know I'm gonna come down. Yeah. There's a space. There's two spaces here. One Is there service space on the other one Is the front row. Front road is easier. It's straight away to our building. Yep. So I went outside I waited there for 20 min. No answer. I called them Multiple times I came back. I before I came back. How's I said to them. Give me a call when you're close by and I'll go outside and then show you the weight Yep?

8000606705

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing issues with delivery service. Requesting cancellation of order and full refund due to poor communication and service from the delivery company. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]
• N/A - No Troubleshooting Steps Taken [Final Resolution]
• Customer wants to cancel order and receive full refund. Agent acknowledged the request. [Service Notes]
• N/A [Executive Summary] Customer reported significant issues with the delivery service, expressing frustration over miscommunication and lack of service. The customer stated that the delivery team claimed there was no parking available, despite the customer indicating otherwise. After multiple calls and waiting periods, the customer decided to cancel the order and requested a full refund. The agent acknowledged the request but did not perform any troubleshooting steps.

[AI Summary]

[Contact Reason]

• Customer experiencing issues with delivery service. Requesting cancellation of order and full refund due to poor service. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Order Confirmation: Collected order number from customer for processing.

2. Account Creation: Offered to create an account for customer to facilitate transfer to LG shop department.

3. Coordination Attempt: Attempted to coordinate with LG shop department regarding delivery issue.

[Final Resolution]

• Agent to transfer customer to LG shop department for further assistance with delivery issue. Customer expressed desire for refund or resolution of delivery. [Service Notes]
• Customer has been in contact with delivery service for over an hour. Customer is frustrated with the delivery company's communication and service. [Executive Summary] Customer contacted regarding issues with delivery service for a washing machine. Customer reported multiple failed attempts by the delivery company to deliver the product, leading to frustration and a request for cancellation and refund. The agent collected the order number and attempted to create an account for further assistance. The agent also coordinated with the LG shop department to address the delivery issue. Customer is awaiting transfer for resolution.

[Request] DONE TRANSFERRED TO LG SHOP

Surname :

Mobile Number : 07753842747

Post Code :

1st Line of Address :

Email Address :

Model # : GBV5240CEP

Serial # :

DOP :

Retailer : SONIC DIRECT

[Customer Issues] FRIDGE AEH76193714

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquired about unidentified parts included with a newly delivered fridge freezer. Requested clarification on the purpose of a metal bracket and two plastic pieces. [Product Symptom]
• Symptom: Customer received a new fridge freezer with a metal bracket and two plastic pieces in a packet, but the manual does not explain their purpose. - Timeline/Duration: Recently delivered today. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Recently purchased from a retailer. [Agent Solutions]

1. Verification of Part: Agent requested the barcode number from the customer to identify the parts.

2. Coordination with Technical Experts: Agent informed the customer that they would check with technical experts regarding the part's identification.

3. Model Number Request: Agent asked for the fridge model number to assist in identifying the parts.

4. Follow-up with Technical Experts: After checking, the agent reported that they could not find the specific part associated with the barcode provided.

5. Explanation of Door Reversal: Agent explained that the metal piece is likely for the door hinge and that changing the door's opening direction requires qualified personnel.

[Final Resolution]

• Agent will coordinate with technical experts for further clarification on the parts. Customer expressed dissatisfaction with the lack of instructions in the manual. Agent offered to create an account for warranty registration and provide instructions via SMS. [Service Notes]
• Customer purchased the fridge from a retailer, not directly from LG. Installation services were not offered by the retailer. [Executive Summary]
• Customer contacted support regarding unidentified parts included with a newly delivered fridge freezer. The agent attempted to verify the parts using the barcode and model number but could not find specific information. The customer expressed frustration over the lack of instructions in the manual regarding the parts and door reversal. The agent offered to coordinate with technical experts and suggested creating an account for warranty registration.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer inquired about unidentified parts included with a newly purchased fridge freezer. [Product Symptom]

• Symptom: Customer received a new fridge freezer with a packet containing two plastic pieces and a metal bracket, but the manual does not explain their purpose.
• Timeline/Duration: Recently delivered today.
• Environment: Not Specified.
• Self-troubleshooting: Customer read the manual thoroughly but found no information regarding the parts.
• History: Recently purchased from a retailer. [Agent Solutions]

1. Verification of Part: Agent requested the barcode number to identify the parts.

2. Coordination with Technical Experts: Agent consulted technical experts regarding the part number provided by the customer.

3. Model Number Verification: Customer provided the model number for further assistance.

4. Confirmation of Part Identification: Agent informed the customer that the specific part could not be found in the system, but a similar part was identified as a hinge.

5. Inquiry about Door Reversal: Customer asked about changing the door opening direction; agent explained that the parts included could assist with this but emphasized that instructions were not provided in the manual.

6. Installation Inquiry: Agent asked if the customer had coordinated installation services, which the customer confirmed they had not.

7. Offer to Register Guarantee: Agent offered to assist with registering the guarantee but customer declined due to time constraints.

[Final Resolution]

• Agent could not identify the specific parts but confirmed they were likely for the door hinge. Customer advised to contact LG for door reversal instructions. Customer declined to register the guarantee at this time. [Service Notes]
• Customer expressed dissatisfaction with the lack of information provided in the manual regarding the parts. - Customer purchased the fridge from a retailer and did not coordinate installation services. [Executive Summary] The customer contacted support regarding unidentified parts included with a newly delivered fridge freezer. The agent attempted to verify the parts using the barcode and model number but could not find specific information. The customer expressed frustration over the lack of instructions in the manual for the parts and the door reversal process. The agent confirmed the parts were likely for the door hinge and offered to assist with guarantee registration, which the customer declined due to time constraints.

[Request]

CNU250917323049

Surname : ALEXIA JOANNOU

Mobile Number : 07745702172

Post Code : WA2 8XL

1st Line of Address : 21 Browning Drive , Winwick WA2 8XL

Email Address : alexia_michael@hotmail.co.uk

Model # : F6V1110BTSA.ABLQPUK

Serial # : 201PNHN14465

DOP : 26/07/2025

Retailer : SONIC DIRECT

[Customer Issues] WASHER OE

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports an issue with washing machine. Error code OE. Unable to drain. [Product Symptom]

• Symptom: OE error code displayed. Washing machine does not drain.
• Timeline/Duration: Issue persists after multiple attempts to use the machine.
• Environment: Not Specified.
• Self-troubleshooting: Unplugged the washing machine and used another one temporarily.
• History: Recently purchased in July from an online retailer. [Agent Solutions]

1. Verify Account: Confirmed customer’s surname and address for account verification.

2. Error Code Inquiry: Asked for a photo of the OE error; customer did not have one available.

3. Repair Booking: Initiated process to book the unit for repair.

4. Email Verification: Confirmed customer’s email address for communication.

5. Consent for Communication: Obtained customer consent for email contact regarding goods and services and satisfaction surveys.

6. Purchase Verification: Confirmed the washing machine was purchased online from Sonic Direct.

[Final Resolution]

• Repair service scheduled for the washing machine. Customer provided necessary information for booking. [Service Notes]
• Recently purchased unit. Customer has a young baby, indicating urgency for repair. [Executive Summary] The customer contacted support regarding an OE error with their washing machine, which is unable to drain. The agent verified the customer's account details and confirmed the error code. The customer unplugged the machine and is using a temporary replacement. The agent initiated a repair booking and confirmed the purchase details from Sonic Direct. The repair service is scheduled, and the customer provided consent for future communications.

[AI Summary]

[Contact Reason]

• Customer reports an issue with washing machine, specifically an OE error. Customer unable to receive previous repair call. [Product Symptom]

• Symptom: OE error displayed on washing machine. Machine does not drain water.
• Timeline/Duration: Issue persists after multiple attempts to use the machine.
• Environment: Not Specified.
• Self-troubleshooting: Customer unplugged the machine and is using a different one temporarily. Cleaned the filter.
• History: Recently purchased online from Sonic Direct in July. [Agent Solutions]

1. Verify Account: Confirmed customer’s surname and address for account verification.

2. Error Code Inquiry: Inquired about the OE error and requested a photo, which customer could not provide.

3. Repair Booking: Discussed booking a repair for the washing machine.

4. Email Verification: Confirmed customer’s email for communication regarding goods and services.

5. Receipt Confirmation: Asked for proof of purchase and serial number for validation.

6. Serial Number Inquiry: Explained the need for the serial number for repair validation.

7. Repair Process Explanation: Informed customer that an engineer would contact them within two business days for scheduling.

8. Priority Job Confirmation: Noted that the OE error is treated as a priority.

9. Drainage Inquiry: Asked about the condition of the filter and drain hose; customer confirmed no visible damage.

10. Leveling Check: Confirmed that the washing machine is properly leveled.

1

1. Drain Hose Length Check: Verified that no extended lengths were added to the drain hose.

2. SMS Follow-up: Informed customer about sending a link via SMS for document upload.

[Final Resolution]

• Customer to provide proof of purchase and serial number via SMS link. Repair booking will proceed once documents are received. Engineer will contact within two business days. [Service Notes]
• Customer has a young baby, requiring urgent access to a washing machine. [Executive Summary] The customer contacted support regarding an OE error on their washing machine, which does not drain. The agent verified the customer's account and discussed the repair process, emphasizing the need for proof of purchase and the serial number for validation. The customer was informed that an engineer would reach out within two business days to schedule the repair. The customer will send the required documents via an SMS link provided by the agent. The situation is prioritized due to the nature of the error and the customer's urgent need for a functioning washing machine.

[Request] WILL BOOK

Surname :

Mobile Number : 07577181285

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer : CURRYS

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquired about moving a washing machine and its warranty status. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Part Number Provision: Agent provided part number for securing the drum during transport.

2. Warranty Inquiry: Agent confirmed that moving the washing machine with a plumber does not void the warranty if no damage occurs.

3. Coordination Suggestion: Agent suggested contacting the retailer or local engineers for disconnection and transport services.

4. Service Limitation Explanation: Agent clarified that LG does not offer delivery or disconnection services.

[Final Resolution]

• Customer advised to coordinate with the retailer for moving services. Warranty remains valid if no damage occurs during the move. [Service Notes]
• N/A [Executive Summary]
• Customer sought assistance regarding moving a washing machine and its warranty implications. The agent provided a part number for securing the drum and confirmed that using a plumber for the move would not void the warranty, provided there is no damage. The agent explained that LG does not offer delivery or disconnection services and recommended contacting the retailer or local engineers for assistance. The customer was informed that the warranty remains valid under the specified conditions.

[AI Summary]

[Contact Reason]

• Customer inquired about moving a washing machine and its warranty status during the move. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Part Number Provision: Agent provided a part number for securing the drum during transport.

2. Warranty Inquiry: Agent confirmed that moving the washing machine with a local plumber would not void the warranty as long as there is no visible damage.

3. Service Coordination: Agent advised customer to coordinate with the retailer for disconnection and shipping services, as LG does not offer this service.

4. Local Installer Suggestion: Agent recommended finding a local engineer or installer for disconnection and transport of the unit.

[Final Resolution]

• Customer to search for a local plumber for disconnection and transport. Warranty remains intact if no damage occurs during the move. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding moving a washing machine and its warranty implications. The agent provided a part number for securing the drum and confirmed that using a local plumber for the move would not void the warranty, provided there is no visible damage. The agent clarified that LG does not offer disconnection or shipping services and suggested the customer coordinate with the retailer or find a local installer. The customer agreed to search for local assistance.

[Request] DONE

CNU250920346297

Surname : BRITTON

Mobile Number : 07952926840

Post Code : TQ12 4HE

1st Line of Address : 5 Reynell Avenue, NEWTON ABBOT, TQ12 4HE, GB

Email Address : juliebritton@outlook.com

Model # : F4V710STS.ASSQPUK

Serial # : 903PNZQ4A733

DOP :

Retailer : SPARKWORLD LIMITED

[Customer Issues] No error codes. Checked the fuses. Customer tried to plugged in other appliance and its working properly. Unit is plugged in directly to the wall outlet. Unit is properly leveled.

[Consultation contents] [AI Summary]

[Contact Reason]

• Washing machine won't start. [Product Symptom]

• Symptom: No power at all; washing machine does not turn on.
• Timeline/Duration: Issue occurred today.
• Environment: Not Specified.
• Self-troubleshooting: Unplugged other appliances, checked fuses, confirmed microwave works.
• History: Not Specified. [Agent Solutions]

1. Check Power: Inquired if washing machine has error code; confirmed no error code present.

2. Verify Power Supply: Asked if washing machine lights are on; confirmed no power at all.

3. Test Outlet: Suggested unplugging other appliances; confirmed other appliances work in the same outlet.

4. Confirm Issue Timing: Clarified that the issue just started today.

5. Communication Issue: Noted difficulty in hearing customer due to line cutting off; suggested a callback.

[Final Resolution]

• Agent will attempt to call back on the same number for better communication. [Service Notes]
• N/A [Executive Summary] The customer reported that the washing machine won't start and has no power. The agent confirmed that there are no error codes and that other appliances work in the same outlet. The issue began today, and there were communication difficulties during the call. The agent will attempt to call back for clearer communication.

[Request] DONE DOCU AND TASK

CNU250917315722

Surname : WARBURTON

Mobile Number : 07305909089

Post Code : S64 8PB

1st Line of Address : 61 Cresswell Road, MEXBOROUGH, S64 8PB, GB

Email Address :

Model # : GSXE91EVAD.AEVQLGU

Serial # :406TRYDC5738

DOP : 27/08/2025

Retailer : CURRYS

[Customer Issues] FRIDGE WARRANTY

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquired about missed call regarding warranty registration for a new fridge freezer. [Product Symptom]
• Symptom: Customer unable to register warranty online due to lack of technology skills. - Timeline/Duration: Registration attempted by customer’s daughter on the previous day. - Environment: Not Specified. - Self-troubleshooting: Customer attempted to register warranty but required assistance from daughter. - History: Purchased on August 27, 2025, from a retailer. [Agent Solutions]

1. Check Registration Status: Agent confirmed warranty not registered yet.

2. Verify Proof of Purchase: Agent noted proof of purchase was sent by customer’s daughter.

3. Register Warranty: Agent initiated warranty registration process.

4. Confirm Registration Details: Agent confirmed purchase date and serial number.

5. Provide Confirmation Method: Agent offered to send warranty certificate via post due to customer not having an email.

6. Send Confirmation Message: Agent stated a text message with registration confirmation and case number would be sent.

[Final Resolution]

• Warranty registration completed. Confirmation details sent via text message. Certificate to be mailed within 10-14 weeks. [Service Notes]
• Customer does not have an email address for digital communication. [Executive Summary]
• Customer contacted regarding a missed call about warranty registration for a new fridge freezer. The agent confirmed the warranty was not registered and assisted in completing the registration process. A text message with confirmation and case number was sent to the customer, and the warranty certificate will be mailed within 10-14 weeks. The customer does not have an email address for digital correspondence.

[AI Summary]

[Contact Reason]

• Inquiry about missed call regarding warranty registration for a new fridge freezer. [Product Symptom]
• Not Specified. [Agent Solutions]

1. Check Registration Status: Agent checked the warranty registration status for the fridge freezer.

2. Confirm Purchase Details: Agent confirmed the purchase date as August 27, 2025, from a retailer.

3. Attempt Registration: Agent initiated the registration process for the fridge freezer on behalf of the customer.

[Final Resolution]

• Registration for the fridge freezer initiated by the agent. Follow-up on registration completion expected. [Service Notes]
• Customer not comfortable with technology; daughter assisted with registration process. [Executive Summary] The customer contacted LG customer service regarding a missed call related to the warranty registration of a new fridge freezer. The agent confirmed that the warranty had not yet been registered and verified the purchase details. The agent proceeded to initiate the registration process for the customer. The next steps involve confirming the completion of the registration.

[Request] DONE REGISTERING AND SMS DONE TASK

CNU250920346666

Surname : BIRD

Mobile Number : 07939901791

Post Code : WR3 8BQ

1st Line of Address : 14 Wakeman Street, WORCESTER, WR3 8BQ, GB

Email Address : carolinedaisy7@gmail.com

Model # : FWV696WSE.ABWQWUK

Serial # : 210PWFGM2347

DOP : 30/05/2023

Retailer : THE WASH HOUSE LTD 04/995

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer requesting an update on VAT receipt and wants to speak with an engineer. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verification Request: Agent requested customer's surname for verification.

2. Address Verification: Agent asked for the first line of the address to proceed with the inquiry.

3. Status Check: Agent confirmed they would check the status and requested a few minutes for the process.

[Final Resolution]

• N/A - No Troubleshooting Steps Taken [Service Notes]
• N/A [Executive Summary] The customer contacted LG customer service to inquire about the status of their VAT receipt and requested to speak with an engineer. The agent initiated the verification process by asking for the customer's surname and address details. The agent confirmed they would check the status and needed a few minutes to do so. No troubleshooting steps were taken during this interaction.

[AI Summary]

[Contact Reason]

• Customer inquiring about the status of a VAT receipt and requesting to speak with an engineer. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verification of Information: Agent requested customer's surname and postcode to check the status of the repair.

2. Status Update: Agent confirmed that the unit is booked for repair and that the customer will receive a call from engineers within two business days.

3. Warranty Confirmation: Agent informed the customer that the repair is covered under the extended warranty and will be free of charge.

[Final Resolution]

• Customer will receive a call from engineers on Monday or Tuesday to provide a specific date and time for the repair. [Service Notes]
• N/A [Executive Summary] The customer contacted LG customer service to inquire about the status of a VAT receipt and requested to speak with an engineer. The agent verified the customer's information and confirmed that the unit is booked for repair, with a call expected within two business days. The agent also assured the customer that the repair is covered under the extended warranty. The customer will receive a follow-up call on Monday or Tuesday to finalize the repair schedule.

[Request] DONE DOCU, SMS AND TASK

CNU250920346776 RNU250920081570

Surname : GILL OGDEN

Mobile Number : 01970631100 / 07817513478

Post Code : SY25 6DE

1st Line of Address : Llys Y Wawr Ysbyty Ystwyth YSTRAD MEURIG, SY25 6DE, GB

Email Address : ogdenceredigion@gmail.com

Model # : FWY696GBLN1.AMBQPUK

Serial # : 505PNZQ94517

DOP : 17/07/2025

Retailer : CURRYS

[Customer Issues] CNU250917323652

No error codes. Unit is properly leveled. Unplugged and plug in. Drain the washer manually. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Inquiry regarding an existing job reference number for a repair service. [Product Symptom]

• Symptom: Washing machine not draining or drying clothes.
• Timeline/Duration: Issue began approximately three weeks ago.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased in July, reported issue shortly after purchase. [Agent Solutions]

1. Verify Job Reference Number: Confirmed job reference number provided by the customer.

2. Verify Customer Information: Collected and verified customer name and address details.

3. Confirm Serial Number: Obtained and verified the correct serial number for the washing machine.

4. Clarify Product Issue: Discussed the specific issue with the washing machine, confirming it is not draining.

5. Check Purchase Date: Inquired about the purchase date of the unit to assess warranty status.

[Final Resolution]

• Repair service organization discussed. Next steps to be determined based on the verification of the issue and customer details. [Service Notes]
• Customer has been attempting to resolve the issue for three weeks. - Customer expressed frustration with the back-and-forth communication regarding the repair process. [Executive Summary] The customer contacted support regarding an existing job reference number for a washing machine repair. The washing machine is reported to not drain or dry clothes, with the issue starting three weeks after purchase in July. The agent verified the job reference, customer information, and serial number, and clarified the product issue. Next steps for organizing the repair service were discussed, with the customer expressing frustration over the communication process.

[AI Summary]

[Contact Reason]

• Inquiry regarding an existing job reference number for a repair service. [Product Symptom]

• Symptom: Washing machine not draining or drying clothes.
• Timeline/Duration: Issue has persisted for three weeks since purchase.
• Environment: Not Specified.
• Self-troubleshooting: Customer attempted unplugging and draining manually.
• History: Purchased on July 17, 2025; reported malfunction shortly after first use. [Agent Solutions]

1. Verify Job Reference: Confirmed job reference number provided by customer.

2. Verify Customer Information: Collected customer name and address details.

3. Confirm Serial Number: Verified the serial number of the washing machine.

4. Identify Issue: Determined the washing machine is not draining and showing an error code.

5. Check Installation: Inquired if installation team checked the washing machine installation.

6. Schedule Repair: Agreed to send an engineer for inspection and repair; provided timeline for contact.

[Final Resolution]

• Engineer scheduled to contact customer within two business days for repair appointment. [Service Notes]
• Customer has been trying to resolve the issue for three weeks; installation check may be necessary. [Executive Summary] The customer contacted support regarding a washing machine that has not been draining or drying clothes since purchase. The agent verified the job reference and customer details, confirmed the product's serial number, and identified the issue as a malfunction. The agent inquired about installation checks and agreed to schedule an engineer to inspect the unit. The engineer will contact the customer within two business days to arrange a repair appointment.

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