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17/06 CALLS

CNU250617470775

Surname : WHEAT

Mobile Number : 07884067834

Post Code : LN4 2SS

1st Line of Address : 7 Lichfield Road, LINCOLN, LN4 2SS, GB

Email Address : clairetom@hotmail.co.uk

Model # : GSL760PZXV

Serial # : 009TRDP4A498

DOP : 30/01/2021

Retailer : MARKS ELECTRICAL

[Customer Issues] FRIDGE FREEZER NOT WORKING DIAGNOSTIC IS THE DOOR IS THE FAULTY ICE NOT PRODUCING ANY ICE ABOUT 3 WEEKS NOW

CANT REMEBER THE EXACT THE DATE AND RETAILER

COMPRESSOR SILENT NO ICE AT ALL WATER DISPENSER IS DEISPENSING PROPERLY LIGHTS STILL ON BUT THE FREEZER IS NOT COOLING FRIDGE PART IS WORKING FINE TUBE IS NOT BENT OR KINKED PLUMBED IN FREEZER -20 FRIDGE 3 DEGREES RIGHT SPACING FOR VENTILATION NO FOOD THAT IS BLOCKNG THE AIR VENTS NO ADD BIG BATCH OFF FOODS RECENTLY BEFORE THE ISSU STARTED ICE MAKER WORKING PROPERLY WHEN THE BUTTON WAS PRESSED NO ERROR CODES NO NOISE

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about a freezer that has stopped working properly, with symptoms including partial freezing and an ice maker that is not producing ice. The issue began approximately three weeks ago.

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

  3. Agent Solution: Agent conducted a thorough troubleshooting process, asking about the compressor's operation, ice production, water dispensing, and checking for kinks in the water line. After confirming the ice maker was not functioning, the agent advised the customer to reset the ice maker and check the temperature settings. The agent also created an account for the customer to facilitate further assistance.

  4. Resolution Acceptance: Yes. The customer accepted the troubleshooting steps provided by the agent and agreed to send photos of the freezer for further evaluation.

  5. Customer Pain Point: Customer expressed frustration over the potential loss of food due to the freezer malfunction and the inconvenience of not having ice for drinks.

  6. Notable Comments: Customer mentioned this was their first time calling LG for assistance and is currently trying to locate the purchase receipt for warranty verification. POP received on 17-JUN-25

[Request] CHARGEABLE REPAIR

RNU250617099604 CNU250617471097

Surname : BRAZIER

Mobile Number : 07342713937

Post Code : CO4 0JJ

1st Line of Address : 90 St. Johns Road, COLCHESTER, CO4 0JJ, GB

Email Address : kylebrazier@yahoo.co.uk

Model # : GSLV70PZTF.APZQLGT

Serial # : 110TRNG38951

DOP : 26/12/2021

Retailer : JOHN LEWIS

[Customer Issues] FRIDGE FREEZE NOT COOLING BOTH PART

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling regarding a fridge freezer that is not cooling, affecting both the fridge and freezer compartments.

  2. Customer Request: Customer seeks to proceed with a chargeable repair for the fridge freezer.

  3. Agent Solution: Agent confirmed the issue and informed the customer that the repair would cost £215. The agent documented the request and prepared to transfer the customer to the payment department for processing.

  4. Resolution Acceptance: Yes. The customer accepted the chargeable repair and agreed to the cost.

  5. Customer Pain Point: Customer expressed frustration with the malfunctioning fridge freezer, which is causing inconvenience due to food spoilage.

  6. Notable Comments: Customer previously had a conversation about booking an engineer, indicating urgency in resolving the issue.

[Request] DONE

Surname :

Mobile Number :

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] Washer

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer inquired about potential call-out fees for a washing machine under a five-year warranty, specifically regarding a product issue.

  2. Customer Request: Customer seeks clarification on whether there are any charges for an engineer's visit to assess the washing machine.

  3. Agent Solution: Agent confirmed that there is no call-out fee for warranty-covered issues. The agent explained that troubleshooting would be conducted first to determine if the issue is manufacturing-related before scheduling an engineer's visit.

  4. Resolution Acceptance: Yes. The customer accepted the information provided regarding the absence of a call-out fee.

  5. Customer Pain Point: Customer expressed concern about potential costs associated with the engineer's visit, indicating a desire for clarity on warranty coverage.

  6. Notable Comments: Customer appreciated the confirmation of no call-out fee and thanked the agent multiple times for the assistance provided.

[Request] JUST QUIREY

CNU250617471896

Surname : STREET

Mobile Number : 07311430825 new / 07590029363 old

Post Code : WV5 0LR

1st Line of Address : 1 Chapel Street, WOLVERHAMPTON, WV5 0LR, GB

Email Address : cstreet75@outlook.com

Model # : GSL460ICEV.ADSQLGT

Serial # : 011TRNG1V559

DOP : 09/05/2021

Retailer : CURRYS

[Customer Issues] FRIDGE FREEZER FREEZER NOT MAKING ICE ICE MAKER NOT WORKING 3 TO 4 WEEKS NOW NOT MAKING ICE AT ALL WATER DISPENSER IS DISPENSING PROPERLY TUBES ON THE DOOR IS NOT KINKED OR BENT PLUMED IN CHANGING THE WATER FILTER OMCE EVRY 6 MONTHS RESET BUTTON

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is experiencing an issue with their LG fridge freezer, specifically that the ice maker is not functioning and has not been making ice for the past three to four weeks.

  2. Customer Request: Customer seeks assistance in troubleshooting the ice maker issue and potentially scheduling a repair if the problem cannot be resolved over the phone.

  3. Agent Solution: Agent asked the customer a series of questions to diagnose the issue, including checking the water dispenser functionality and the condition of the water filter. The agent provided instructions to locate and press the reset button on the ice maker to see if that resolves the issue. The agent also requested a photo of the fridge panel for further assessment.

  4. Resolution Acceptance: No. The customer did not accept a resolution yet as the troubleshooting steps were still in progress and no definitive solution was reached.

  5. Customer Pain Point: Customer expressed frustration over the prolonged period without ice production, which has disrupted their routine and reliance on the ice maker.

  6. Notable Comments: Customer mentioned having a previous repair for a different issue with the freezer last year, indicating ongoing concerns with the appliance's reliability. POP received on 17-JUN-25

[Request] WILL SEND AN IMAGE TO WHERE IS THE RESET BUTTON IS LOCATED

CNU250617472593 CNU250617475977 - email

Surname : HICKEY

Mobile Number : 0876982333

Post Code : W91 W6E4

1st Line of Address : LISCANNOR HOUSE, 5 ARD NA GAPPA CLANE, CO. KILDARE, W91 W6E4 IE

Email Address : hickeyjohnpaul@gmail.com

Model # : F4V310SNE.ASSQPUK

Serial # : 009PNCY3C067

DOP : 19/11/2020

Retailer : CURRYS

[Customer Issues] WASHER DE1

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to activate a five-year extended warranty for a washing machine that is showing error code DE 1. The customer previously spoke with another agent regarding this issue but did not have the receipt at that time.

  2. Customer Request: Customer seeks guidance on the process of activating the extended warranty now that they have the receipt.

  3. Agent Solution: Agent confirmed the customer's details and requested that they send a picture of the receipt to verify eligibility for the extended warranty. The agent also documented the customer's issue and prepared to assist further once the receipt is received.

  4. Resolution Acceptance: Yes. The customer agreed to send the receipt and was cooperative throughout the process.

  5. Customer Pain Point: Customer expressed frustration over the washing machine malfunctioning and the inconvenience caused by the error code, which has disrupted their laundry routine.

  6. Notable Comments: Customer mentioned they had previously contacted support about the issue and were awaiting the activation of the warranty, indicating a reliance on the washing machine for daily use.

[Request] WARRANTY WILL BOOK ONCE APPROVED DONE REQUESTING TO SEND AN EMAIL CONFIRMATION FOR REGISTRATION

CNU250617473463

Surname : McGowan

Mobile Number : 07576142068 / 01243958540

Post Code : BT18 9JQ

1st Line of Address : 14 Kinnegar Drive, HOLYWOOD, BT18 9JQ, GB

Email Address : itamcg94@gmail.com

Model # : FWY696GBLN1.AMBQPUK

Serial # :410PNQE2K748

DOP : 27/12/2024

Retailer : CURRYS

[Customer Issues] ANA WASHER

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: The customer is calling on behalf of another individual regarding a washing machine that has experienced a fault. An engineer visit was conducted, but there has been a delay in receiving an uplift number for parts replacement.

  2. Customer Request: The customer seeks assistance in obtaining the uplift number, which has not been provided despite a previous request made four days ago.

  3. Agent Solution: The agent confirmed the customer's details and checked the status of the uplift request. The agent informed the customer that the uplift had been requested recently and that an email update would be sent within two business days regarding the uplift letter.

  4. Resolution Acceptance: Yes. The customer accepted the information provided by the agent regarding the timeline for the uplift letter.

  5. Customer Pain Point: The customer expressed frustration over the delay in receiving the uplift number and the lack of communication regarding the status of the parts needed for the washing machine repair.

  6. Notable Comments: The customer mentioned that the issue has been ongoing since last Thursday, indicating a prolonged wait for resolution. The customer requested the agent's name for documentation purposes.

[Request] DONE

CNU250617474529

Surname : FARRANT

Mobile Number : 07538150245

Post Code : W10 6EP

1st Line of Address : 128A Chesterton Road, LONDON, W10 6EP, GB

Email Address :

Model # : F4Y913BCTA1.APBQPUK

Serial # : 411PNNAMM023

DOP : 04/04/2025

Retailer : HUGHES ELECTRICAL

[Customer Issues] WASHER LEAK FROM THE DISPENSER TRAY

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling to update on a repair for a washing machine that has a leak from the dispenser.

  2. Customer Request: Customer seeks a specific repair appointment time due to work commitments and is also considering a replacement machine due to ongoing issues.

  3. Agent Solution: Agent checked the repair status and informed the customer that the repair department does not have visibility on specific appointment times. The agent suggested contacting the authorized service center directly to discuss preferred times, but the customer expressed frustration as they had already done this without success.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution as it did not meet their needs for a specific appointment time or alternative options.

  5. Customer Pain Point: Customer is frustrated with the ongoing leak issue, the inconvenience of having to clean up daily, and the potential loss of income from missing work for a repair that may be simple.

  6. Notable Comments: Customer mentioned that they had previously dealt with a similar issue with another brand that was resolved through a video call, suggesting that a similar approach could save time and money. They also expressed dissatisfaction with the machine's performance, having only owned it for two months.

[Request] DONE

RNU250617002576 CNU250617475097

Surname : FIELD

Mobile Number :07590326515

Post Code : CF5 6SH

1st Line of Address : Hafod CF5 6SH CARDIFF, CF5 2DT, GB

Email Address : richardfield@me.com

Model # : FWV1128WTSA.ABWQPUK

Serial # : 205PNQE3C700

DOP : 04/09/2022

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] WASHER DRYER FUNNY SQEAKY SOUND NOT DRY PROPERLY

Squeaky noise like rubber has rub over plastic. Unit is properly leveled. Turn the drum by hand doesn't make the noise. Unit has the right spacing at the side and back. Not overloading the unit just normal loads. Customer tried big loads and small loads still slightly damp. Using the pre programs only for every wash. Using tub clean once aa month. No error codes. No vibrations. Issue persist.

No parking permit needed. P2022-09-01205PNQE3C700

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling regarding a washer dryer that is making a squeaking sound and not drying clothes properly. The customer previously filled out a form for assistance but missed the callback.

  2. Customer Request: Customer seeks a resolution for the ongoing issues with the washer dryer, specifically requesting a service appointment to address the noise and drying problems.

  3. Agent Solution: The agent verified the customer's account and documented the issues. The agent scheduled a recall job for a technician to inspect the washer dryer, noting the squeaking noise and inadequate drying performance. The agent also inquired about the machine's settings and maintenance practices.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution of scheduling a technician visit to resolve the issues.

  5. Customer Pain Point: Customer expressed frustration over multiple repairs in the past six months and the inconvenience caused by the washer dryer not functioning properly, especially with a large family relying on it.

  6. Notable Comments: Customer mentioned that the washer dryer has had several issues recently, including a previous repair for a dispenser problem. The customer also noted that the squeaking noise is disturbing their dog.

[Request] DONE

Surname :

Mobile Number : 01243958540

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP : GMG860EPBE

Retailer :

[Customer Issues] FRIDGE

06/06 PURCHASED 10/06 DELIVERED

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer inquired about the registration process for a five-year warranty on an LG fridge freezer, specifically whether registration is needed immediately or after the standard one-year warranty period.

  2. Customer Request: Customer seeks clarification on how to register for the five-year warranty and whether the registration should be done now or later.

  3. Agent Solution: Agent confirmed that the specific model is eligible for the extended warranty and advised that the customer should register for the five-year warranty now. The agent also offered to assist with the registration process by gathering necessary information from the customer.

  4. Resolution Acceptance: Yes. The customer accepted the agent's guidance and agreed to have the customer call to register for the warranty.

  5. Customer Pain Point: Customer expressed confusion regarding the warranty registration process and wanted to ensure proper registration to avoid losing warranty coverage.

  6. Notable Comments: Customer mentioned that the fridge freezer was delivered on June 10, and the purchase date was June 6, indicating the urgency to clarify warranty registration.

[Request] DONE JUST A QUERY FOR WARRANTY

Surname : BILAKHIA

Mobile Number : 02089026502 / 07903704122

Post Code : HA9 6DS

1st Line of Address : 227 Harrow Road, WEMBLEY, HA9 6DS, GB

Email Address : divyabilakhia@hotmail.co.uk

Model # : GSL761MCKV.AMCQLGU

Serial # : 103TRDP57130

DOP : 30/03/2021

Retailer : CURRYS

[Customer Issues] FRIDGE FREEZER

[Consultation contents]

[AI Summary]

  1. Contact Reason: Customer is calling about an LG fridge freezer that is not cooling properly, specifically the freezer section, which is not maintaining the correct temperature despite being set to the highest setting.

  2. Customer Request: Customer seeks confirmation of warranty status and requests troubleshooting assistance or a repair appointment if the issue persists.

  3. Agent Solution: Agent conducted basic troubleshooting steps, including checking the temperature settings and inspecting the door gasket. After confirming the issue persisted, the agent informed the customer that a chargeable repair service would be necessary, costing £215, which includes parts and labor.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution immediately and stated they would consult with their husband before deciding on the repair appointment.

  5. Customer Pain Point: Customer expressed frustration over the malfunctioning freezer, particularly the inconvenience of melted ice cream and uncertainty regarding warranty coverage for the repair.

  6. Notable Comments: Customer mentioned the fridge freezer is under a 10-year guarantee for the compressor but was unclear about the warranty details. They plan to discuss the repair cost with their husband before making a decision.

[Request] JUST QUERY FOR THE CHARGEABLE REPAIR DONE

Surname : HADDOCK

Mobile Number : 07894809465

Post Code : WA5 9TG

1st Line of Address : 30 Penmark Close, WARRINGTON, WA5 9TG, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] RNU250527080519 3 WEEKS REPLACEMENT WASHER SAID BY THE ENGINEER

[Consultation contents]

  1. Contact Reason: Customer is calling regarding a malfunctioning LG washing machine that has been out of service for over three weeks, with previous repairs failing to resolve the issue.

  2. Customer Request: Customer seeks immediate action or resolution, potentially including a replacement washing machine, due to ongoing issues and lack of communication from LG.

  3. Agent Solution: Agent reviewed the repair history and confirmed that the service center is still waiting for a response from the engineer regarding a video submitted about the machine's malfunction. The agent promised to escalate the case to the repair department for further action.

  4. Resolution Acceptance: No. The customer expressed dissatisfaction with the lack of timely updates and threatened to escalate the issue to higher management if no resolution is provided by the next day.

  5. Customer Pain Point: Customer is frustrated by the prolonged service delay and inadequate communication from LG, feeling that the service received is unacceptable for a company of LG's stature.

  6. Notable Comments: Customer mentioned that the washing machine is less than a year old and has been experiencing issues since installation. They indicated a willingness to escalate the matter to the CEO if the situation does not improve.

[Request]

CNU250617476655 RNU250617003618

Surname : JOWSEY

Mobile Number : 07933226486

Post Code : TA1 5DS

1st Line of Address : Magnolia House, Mountway Road, Bishops Hull TAUNTON, TA1 5DS, GB

Email Address : pjjowsey@gmail.com

Model # : GSL961PZJV

Serial # : 011TRZY1R005

DOP : 08/02/2021

Retailer : CURRYS

[Customer Issues] FRIDGE TRIP THE POWER NOTHING AT ALL CHECKED THE FUSE IN THE LUG ALL GOODS THIS MORNING @4OCLOCK NO LOUD NOISES SIDE ROOM OF THE KITCHEN ACQ88651534

Unit is switch on however it trips the electricity. Customer tried to plug in another appliance to the same wall outlet and it's working properly. Not using extension block plugged in directly to the wall outlet. Checked the fuse and it was all good. No noise. Issue persist.

No insurance from the retailer and no extended warranty.

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling about a four-year-old American style fridge freezer that stopped working and tripped the power in the house. The fridge is currently non-functional with no lights or sounds.

  2. Customer Request: Customer seeks assistance with troubleshooting the issue and is interested in scheduling a repair service if necessary.

  3. Agent Solution: Agent gathered customer information, including model and serial numbers, and confirmed the fridge's warranty details. The agent explained that the ten-year warranty covers only the compressor, and any repair would be chargeable. The cost for a service visit is £215, which includes parts and labor. If the compressor is the issue, a partial refund would be provided.

  4. Resolution Acceptance: Yes. The customer accepted the proposed chargeable repair and agreed to proceed with scheduling the service.

  5. Customer Pain Point: Customer expressed frustration over the inconvenience of the fridge malfunctioning, especially since food is currently stored in another freezer. They are concerned about the urgency of the repair.

  6. Notable Comments: Customer mentioned that this is their first time contacting LG for service. They also noted that the fridge was functioning normally before the incident and that they do not have any insurance or extended warranty for the appliance.

[Request] DONE BOOKING AND TRANSFERRED TO PAYMENT DEPARTMENT

CNU250617476816

Surname : OSIBOGUN

Mobile Number : 07956408798

Post Code : PE19 7GD

1st Line of Address : 11 Saviles Close, Eaton Ford, ST. NEOTS, PE19 7GD, GB

Email Address : fosibogun@aol.com

Model # :GSGV81PYLL.APYQLGU

Serial # : 502TRUBGR734

DOP : 22/04/2025 PURCHASED = 24/04/2025 DELIVERED

Retailer : CURRYS

[Customer Issues] FRIDGE

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to register their fridge for the 10-year warranty, which they believe is applicable since they purchased it recently.

  2. Customer Request: Customer seeks assistance with registering their fridge for the warranty, as they are unable to do it through the website.

  3. Agent Solution: Agent confirmed that the 10-year warranty applies only to the compressor and that the fridge has a standard 2-year warranty for parts and labor. The agent created an account for the customer and began the registration process, verifying necessary details such as model and serial numbers.

  4. Resolution Acceptance: Yes. The customer accepted the agent's assistance in registering the fridge and provided all required information.

  5. Customer Pain Point: Customer expressed frustration over being directed to the website for registration after spending time on the phone and having to repeat information multiple times.

  6. Notable Comments: Customer mentioned this is their first LG product and expressed a desire for clarity regarding the warranty terms, particularly the distinction between the compressor warranty and the standard warranty.

[Request] DONE REGISTERING __