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FEB 23

  1. Inquiry - customer called in regarding refrigerator
  2. Symptom Description - refrigerator looking for parts replacement
  3. Provide error code if present: no error code
  4. Troubleshooting provided: To locate replacement parts for a Samsung refrigerator, follow these steps:

Visit the website Go to (www.samsung.com/ca/support/buy-certified-parts/)(https://www.samsung.com/ca/support/buy-certified-parts/) Choose a partner link Select either Encompass or Reliable Parts Search for the part Use the website’s search function to find the specific part Enter the model number of your refrigerator if required Add to cart and checkout Once the correct part is found, add it to your shopping cart and follow the on-screen instructions to complete the purchase 5. Outcome: resolved 6. Resources used ( paste links used): agent co pilot 7. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N

8.) Additional comments or customer response : Name : Guf Kar Model Number: RF220NCTASRIAA Serial Number: JKQB4BBDA02176T Place of Purchase:others Phone number : 5195882325

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: #338799396

TICKET ID: 2330149502

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  1. Inquiry - customer called in regarding fridge
  2. Symptom Description - wants a replacement for the door shelf he has just found another cracked on the bottom one the one door behind the beverage center and there's one underneath of the shelf
  3. Provide error code if present: no error code
  4. Troubleshooting provided: advise customer that will create a service but its unsuccessful There are already 2 tickets in recent 6 months, so it cannot be applied NCP process. advise the customer to visit website to purchased the new door shelf customer said that he don't want to waste money on purchasing via website because it Samsung fault for not doing their part
  5. Outcome: transfer to ECR
  6. Resources used ( paste links used):agent co pilot
  7. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N = YES

8.) Additional comments or customer response : Name : Brandon 0'Loughlin Model Number: RF30BB6600QLAA Serial Number:0BMB4BCY300493H Place of Purchase: Vision Electronic Phone number : 2265592452

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: 338806042

TICKET ID: 2330150867

  1. Inquiry - customer called in refrigerator
  2. Symptom Description - its dripping from the ice dispenser
  3. Provide error code if present: no error code
  4. Troubleshooting provided: . try to do the troubleshooting customer doesn't want . provide ISLO
  5. Outcome: PROVIDE ISLO
  6. Resources used ( paste links used):
  7. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N

8.) Additional comments or customer response : Name : Ramsey Shams Model Number: RFG237ACRS/XAC Serial Number: D90043BF100123L Place of Purchase: Phone number : 9057858600

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: #338824321

TICKET ID: 2330154354

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  1. Inquiry - customer called in regarding refrigerator
  2. Symptom Description - the water is not coming out on the dispenser the ice is not making any ice
  3. Provide error code if present: no error code
  4. Troubleshooting provided: Check the 'Ice Off' Option

Verify if the 'Ice Off' light is on. If it is, turn it off to enable ice making. = customer turn it off Check if water is dispensing correctly. If not, proceed to inspect the water connection or filter. = as per customer is not working Remove the compressor cover and connect the water line to the valve.- customer said is not her job to troubleshoot the unit. its not leaking . customer also said that he wants someone to visit the house to check it Secure the water line using clip "A" and ensure it is not bent or pinched. Check for leaks after reconnecting. - there is not Check the Water Filter

Replace or clean the water filter if it is clogged or old. Inspect the Ice Maker Operation

Disassemble the Ice-Bucket Assembly and check the ice level and tray. If there is a large piece of ice and the test button does not work, contact a technician for replacement. Water Pressure Issues

Low water pressure can cause both water dispenser and ice maker problems. Ensure the water supply tap is fully open or call an installer to verify. A recently replaced or improperly installed water filter may cause malfunctions. Verify the filter part number and ensure correct installation.- its already installed properly

  1. Outcome: try to troubleshooting but its failed/ create a service order ticket
  2. Resources used ( paste links used): agent co pilot
  3. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N = Y

8.) Additional comments or customer response : Name : Susan Dulay Model Number: RF22A4221SR/AA Serial Number:0BA34BBY503329E Place of Purchase: OTHER Phone number : 6479739736

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: 338831245

TICKET ID : 2330155087 5136628187/ 4184203138 SR Ticket 5136628187 created Successfully! SO Ticket 4184203138 created Successfully!

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  1. Inquiry - customer called in regarding fridge
  2. Symptom Description - the drain plug is freezing up and there is water overflowing into the floor there is a metal peace wrap around the heating element
  3. Provide error code if present: no error code
  4. Troubleshooting provided: . customer doesn't want to do the troubleshooting customer requesting to send the replacement part but its it out of warranty customer insisting.
  5. Outcome: transfer to ECR
  6. Resources used ( paste links used):AGENT CO PILOT
  7. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N

8.) Additional comments or customer response : Name : Michael Picciano Model Number: RB194ABRS/XAC Serial Number:A06942BS500069A Place of Purchase: Phone number : 6132280195

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: 338844061

TICKET ID: 2330158025

========================================== 2329560767

  1. Inquiry - customer called in regarding the range
  2. Symptom Description - regarding the voltage customer callback as per the advise of previous representative
  3. Provide error code if present: no error code
  4. Troubleshooting provided: . CUSTOMER PROVIDE TICKET NUMBER 2329560767 . CHECK THE TICKET
  5. Outcome: unintended disconnect the call in the middle of probing question
  6. Resources used ( paste links used): NA
  7. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N

8.) Additional comments or customer response : Name : Model Number: NSI6DB990012AC Serial Number: Place of Purchase: Phone number : 7787722435

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: 338870104

TICKET ID: 2330162570

5136525697

  1. Inquiry - customer called in regarding range she provided ticket number.
  2. Symptom Description -  
  3. Provide error code if present: no error code
  4. Troubleshooting provided: . customer want to ask for the follow up regarding this ticket number 5136525697 ' customer said she will callback because she is at work and on breaktime
  5. Outcome: CUSTOMER WILLCALLBACK
  6. Resources used ( paste links used): na
  7. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N

8.) Additional comments or customer response : Name : Jacinthe Billodeau Model Number: Serial Number: Place of Purchase: Phone number : 2503415914

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: 338874847

TICKET ID: 2330163858

  1. Inquiry - CUSTOMER CALLED IN REGARDING DIWASHER
  2. Symptom Description - dishwasher not working
  3. Provide error code if present: no error code
  4. Troubleshooting provided:
  5. Outcome: GHOST CALL
  6. Resources used ( paste links used):
  7. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N

8.) Additional comments or customer response : Name : Geraldine Tyke Model Number: Serial Number: Place of Purchase: Phone number : 5192200112

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case:#338830419

TICKET ID 1152157736

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  1. Inquiry - CUSTOMER CALLED IN REGARDING DIWASHER
  2. Symptom Description - dishwasher not working
  3. Provide error code if present: no error code
  4. Troubleshooting provided: GETTING INFROMATION CUSTOMER CANNOT UNDERSTAND IM ASKING PROBING QUESTION
  5. Outcome: customer disconnect the call
  6. Resources used ( paste links used):
  7. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N

8.) Additional comments or customer response : Name : Geraldine Tyke Model Number: dw8oCG420SR Serial Number: 062025 Place of Purchase: Phone number :  5192200112

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: 338890586

TICKET ID 2330167178

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  1. Inquiry - customer called dishwasher issue
  2. Symptom Description - the draining hose leaked but she already drain it but now its still draining even though they turn it off and unplugged it the drain not stop
  3. Provide error code if present: no error code
  4. Troubleshooting provided: Check for Stuck Buttons Turn off the dishwasher. Press all buttons on the panel to ensure none are stuck. Ensure the drain hose is not pinched, kinked, or clogged. - ITS NOT PINCHED OR CLOGGED like there's no water coming out Verify it is properly looped and connected to an air gap if required.= = customer checked it Reset the Dishwasher Turn off the power to the dishwasher for a few minutes, then turn it back on. = it still stuck the water is still leaking. offer to create a service request since its in warranty but customer said she will figure out things she can do if its not work she will callback.
  5. Outcome: do troubleshooting steps but its not working.
  6. Resources used ( paste links used): agent co pilot
  7. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N = YES VS-Y/N = yes

8.) Additional comments or customer response : Name : Teddie Mudry Model Number:DW80CG5420SR Serial Number:0LDZGDAYB00334E Place of Purchase: Home depot Phone number : 2504255092

  1. NCP Parts Needed: NA
  2. HRM Result: Final Judgment: Inspection Required
  3. Sprinklr Case:338901408

TICKET ID: 2330169626

========================================== 4183815353

  1. Inquiry - customer called in regarding washer
  2. Symptom Description - washing needed a repair he already talked the previous
  3. Provide error code if present: no error code
  4. Troubleshooting provided: customer provided first ticket 4183815353
  1. Outcome:
  2. Resources used ( paste links used):
  3. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N

8.) Additional comments or customer response : Name : AGOSTINO GALANTE Model Number: wf45r6100ap/us Serial Number: 093w5nbwb1803t Place of Purchase: Phone number : 9029892137

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: 338910111

TICKET ID: 2330172907

18446783932

4184015996

  1. Inquiry - customer called in regarding dishwasher issue
  2. Symptom Description - calling regarding the ticket number 4184015996 he doesn't receive any callback normal bouton and doesn't start and there is no water leaking
  3. Provide error code if present: no error code
  4. Troubleshooting provided: = advise the customer that the ticket was already closed
  5. Outcome: customer disconnect the call
  6. Resources used ( paste links used):
  7. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N

8.) Additional comments or customer response : Name : Karthikeyan Ganapathy Model Number: DW80CG4051SRAA Serial Number: B2L5G8DX500153V Place of Purchase: Phone number : 4379888122

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: 338934521

TICKET ID: 2330178258