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MARCH 1

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  1. Inquiry: customer called in regarding dryer
  2. Symptom Description: issue with the dryer power button and control panel not responding.
  3. Provide error code if present: NA
  4. Troubleshooting provided: Check Child Lock

Press and hold the Time and Signal buttons simultaneously for 3 seconds to activate or deactivate Child Lock. Alternatively, refer to the User Manual for specific instructions. = customer do that and its working Perform a Power Cycle Unplug the power cord or turn off the circuit breaker for 1 hour. = try it and back to the troubleshooting but its still not working. 5) Outcome: provide all troubleshooting but not work/ ISLO 6) Resources used (paste links used): agent co pilot , user manual https://asksamsung.com/content/C33000071158-en-ca 7) Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N YES 8) Additional comments or customer response: Name: John Hiscock Model Number:WH46DBH100EWAC Phone Number: 7096827419 Serial Number: 0C215BDX600182F Place of Purchase: KENT FERCE 2 years ago 9) NCP Parts Needed: 10) HRM Result: 11) Sprinklr Case ID: #341786072 Ticket Number: 2330356600

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  1. Inquiry: customer called in regarding washer
  2. Symptom Description: WATER LEAKAGE ON THE FRONT DOOR
  3. Provide error code if present: NA
  4. Troubleshooting provided: = ADVISE CUSTOMER TO CALL US BACK ONCE SHES DONE DOING LAUNDRY FOR US TO BE ABLE TO GUIDE AND DO THE TROUBLESHOOTING
  5. Outcome: CLOSED / ADVISE CUSTOMER TO CALL US BACK
  6. Resources used (paste links used): AGENT CO PILOT
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Shannon Stephan Model Number: WF45R6100AP Phone Number: 7803351974 Serial Number:093W5NBTB00532J Place of Purchase: Costco
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #341831432 Ticket Number: 2330359319

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  1. Inquiry: customer called in washer
  2. Symptom Description: address the issue of the washer turning off automatically during use
  3. Provide error code if present:
  4. Troubleshooting provided: = we cant send sms because the call is from Costco transfer to the customer Perform a power cycle Turn ON/OFF the circuit breaker 3 times and try again.= yes its work Make sure an extension cord is not being used Unplug the unit and inspect the power cord for damages. If damaged, service is required.

Unplug the unit and inspect the power cord for damages. If damaged= power cord is all good

Use a phone charger or small lamp to test if 120 Volts are present at the outlet. = 120 v Check if the outlet has a surge protector = he already remove it.

Check the fuse or reset the circuit breaker. Close the door, and tap and hold to start the washer. For your safety, the washer will not tumble or spin unless the door is closed. Before the washer starts to fill, it will make a series of clicking noises to check the door lock and will do quick drain. There may be a pause or soak period in the cycle. Wait briefly, and the washer may start. Make sure the mesh filter of the water supply hose at the water taps is not clogged. Periodically clean the mesh filter. If the washer is not supplied with sufficient power, the washer will temporarily not drain or spin. As soon as the washer regains sufficient power, it will operate normally. = advise customer to contact a local electrician for checking the power outlet but customer insist that he is the electrician. = request to talk to the manager.

  1. Outcome: provide all troubleshooting steps/ transfer to supervisor

  2. Resources used (paste links used): AGENT co pilot / https://asksamsung.com/content/C33000067470-en-ca

  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N Y

  4. Additional comments or customer response: Name: Garry Hoar Model Number:WF45T6000AW Phone Number: 5197094298 Serial Number:096Y5NAY401504T Place of Purchase: COSTCO last year

  5. NCP Parts Needed:

  6. HRM Result:

  7. Sprinklr Case ID: #341840525 Ticket Number: 2330359999 ==========================================

  8. Inquiry: customer called in REGARDING FRIDGE

  9. Symptom Description:

  10. Provide error code if present:

  11. Troubleshooting provided: Check the Temperature Setting

Ensure the temperature is not set too high. Adjust to the initial setting: Fridge +3˚C / Freezer -20˚C. Inspect Food Storage= customer cannot check because he was different control panel

Verify if the refrigerator is overfilled (above 70% capacity). Avoid placing hot food directly inside. Examine Door Usage= is not overfilled

Confirm the doors were not left open for extended periods.= customer said how can i do that we use fridge always Close the doors and allow time for temperature stabilization. Verify Recent Plug-In

Check if the refrigerator was recently plugged in. Allow 4-6 hours for the core temperature to stabilize. Check Refrigerator Location

Ensure there is adequate space around the unit for air ventilation. Avoid installing in a confined area with no gaps. 5) Outcome: provide all troubleshooting steps // provide ISLO 6) Resources used (paste links used): 7) Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N yes 8) Additional comments or customer response: Name CHIUN CHENJ Model Number:RF221NCTASR/AA Phone Number: 6048283333 Serial Number:JKMB4BBH300034D Place of Purchase: best buy 9) NCP Parts Needed: 10) HRM Result: 11) Sprinklr Case ID: #341878887 Ticket Number: 2330363480

  1. Inquiry: customer called in regarding washer
  2. Symptom Description:
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome:
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Model Number: Phone Number: 4168584593 Serial Number: Place of Purchase: HOME DEP0T
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #341886340 Ticket Number: 1152187611