15/09 CALLS · Offline Notepad

CNU250913284558 - STILLWELL = CAN BE COVERED CNU250913284471 - MS. CULLIS = DONE BOOKING AND SMS CNU250825112440 - MS. BAKER = DONE CLOSED CASE CNU250827130642 - MR. VONDRACEK = DONE CLOSED CNU250827131024 - MR. CANAVAN = DONE CNU250827138948 - MR. WISER = DONE CLOSED CNU250901174140 - MR. THEWLIS = SEND SMS FOR UPDATE CNU250902188864 - MS. MOBBS = DONE CLOSED CNU250905218670 - SULAIMAN = DONE CNU250906221195 - CHAUDARY = COORDINATED THE VIDEO

CNU250915298020 - SHAFIQ = RECALL RNU250901055470 Telepresence: No Customer advised about Parking Permits: Yes Service Bulletin: N/A Warranty Status: In Warranty Fault: beeping noise Troubleshooting: the temperature is stable, doors were not removed or reversed, customer isn't leaving the door open, no damage to the door frame, no food items that can stop the doors closing. Additional notes: no parking permit needed Email: shafiqsaqib98@gmail.com Primary Number: 07395008781 Retailer: Curry's

Technical Info: https://csportal.lge.com/login

CNU250915294303

Surname : PATCHETT

Mobile Number : 07825839505

Post Code : NN13 6ED

1st Line of Address : 67 Manor Road, BRACKLEY, NN13 6ED, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] Customer cannot us the washer Customer is unhappy and the unit is 11 months old Customer dog might be put in danger because of the washer that spilled steaming water on her kitchen floor.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquiring about a partial refund for a nearly new washing machine. Disputing the refund amount and requesting a replacement or full refund. [Product Symptom]
Not Specified. [Agent Solutions]

Account Verification: Checked customer account details and confirmed the account is closed.
Refund Explanation: Explained that the engineer's labor would be deducted from the total amount due, resulting in a partial refund.
Amount Verification: Attempted to verify the exact refund amount for the customer.
Escalation: Coordinated with the resolutions team for further verification of the refund amount and customer request for a replacement.

[Final Resolution]

Agent to follow up with the resolutions team for refund verification. Customer disputes partial refund and requests a replacement or full refund. [Service Notes]
Customer states the machine is nearly 11 months old and claims it is not fit for purpose. Customer rights mentioned regarding product replacement. [Executive Summary] The customer contacted support regarding a partial refund for a washing machine that is nearly a year old, expressing dissatisfaction with the offer and requesting a replacement or full refund. The agent verified the account and explained the refund process, including deductions for labor. The agent escalated the issue to the resolutions team for further clarification on the refund amount. The customer remains firm on disputing the partial refund and insists on a replacement.

[AI Summary]

[Contact Reason]

Customer inquiring about a partial refund for a washing machine that is not functioning properly and is less than a year old. Customer is requesting a replacement or full refund instead. [Product Symptom]

Symptom: Washing machine has multiple issues, including broken bearings and pump. Customer reports machine is not fit for purpose.
Timeline/Duration: Customer has experienced issues for approximately 11 months since purchase on October 2. This is the third service call.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Machine purchased less than a year ago, has had multiple service calls for repairs. [Agent Solutions]

Verify Account: Agent confirmed customer details and checked account status.
Explain Refund Process: Agent explained that a partial refund would be issued, deducting the engineer's labor costs.
Coordinate with Resolution Team: Agent escalated the case to the resolution team for further verification of refund amount and options.
Clarify Repair Status: Agent informed customer that repairs must be attempted before alternative resolutions can be considered.
Raise Case to Management: Agent agreed to escalate the case to management for further assistance and resolution.

[Final Resolution]

Agent will escalate the case to management for a prompt resolution. Customer requested a full refund or replacement. Follow-up expected within 24 hours. [Service Notes]
Customer has been without a washing machine for two weeks. Customer expressed urgency due to needing the machine for household tasks. Previous repair attempts have not resolved the issues. [Executive Summary] The customer contacted support regarding a partial refund for a malfunctioning washing machine that is less than a year old. The agent explained the refund process and escalated the case to the resolution team for further verification. The customer expressed dissatisfaction with the service and requested a full refund or replacement. The agent agreed to raise the case to management for a prompt resolution, with follow-up expected within 24 hours.

[Request] LEVEL 2

CNU250913280488

Surname : SIMON MAGILL

Mobile Number : 07946626159

Post Code : SK8 4QN

1st Line of Address : 15 Eskdale SK8 4QN

Email Address : magillsimon@gmail.com

Model # : FWV696SSE.APTQWUK

Serial # : 204PWJRMA196

DOP : 26/08/2022

Retailer : LG ELECTRONICS

[Customer Issues] the dial doesn't change the setting / display on the panel is not isplaying properly. few weeks ago

No parking permit needed. Extended Warranty number: P2022-08-26204PWJRMA196

Customer hands is not wet. Customer did turn the dial is working the noise however the panel is not showing the right settings. No error codes. Panel doesn't have any visible damage. Unplugged and plug in. Issue persists.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquired about issues with washing machine settings and display. [Product Symptom]

Symptom: Dial does not change settings; display shows incorrect numbers.
Timeline/Duration: Issue started a few weeks ago.
Environment: Not Specified.
Self-troubleshooting: Unplugged and plugged back in.
History: Extended warranty valid until August 2027; purchased directly from LG website. [Agent Solutions]

Verification of Account: Confirmed customer details and warranty status.
Issue Clarification: Asked about the specific problems with the dial and display.
Video Request: Requested a short video demonstrating the issue for technical review.
Error Code Inquiry: Confirmed no error codes displayed on the panel.
Damage Check: Inquired about any visible damage to the panel; confirmed no damage.
Parking Permit Inquiry: Confirmed no parking permit needed for service.

[Final Resolution]

Customer to send a short video of the issue for technical assessment. - Agent will send an SMS with a link for video submission. [Service Notes]
N/A. [Executive Summary] The customer reported issues with the washing machine's dial and display, stating that the dial does not change settings and the display shows incorrect numbers. The agent verified the customer's account and warranty status, clarified the issue, and requested a short video for technical assessment. The customer confirmed no error codes or visible damage to the panel. Next steps include sending an SMS with a link for video submission.

[AI Summary]

[Contact Reason]

Customer reporting issues with washing machine settings and display. [Product Symptom]

Symptom: Dial does not change settings; display shows incorrect numbers.
Timeline/Duration: Issue started a few weeks ago.
Environment: Not Specified.
Self-troubleshooting: Unplugged and plugged back in.
History: Extended warranty valid until August 2027. [Agent Solutions]

Verification of Account: Customer provided surname and email for account verification.
Warranty Confirmation: Confirmed extended warranty expiration date.
Issue Clarification: Asked customer about the nature of the issue with the dial and display.
Video Request: Requested a short video demonstrating the issue for technical review.
Error Code Inquiry: Confirmed no error codes displayed on the washing machine.
Damage Check: Inquired about any visible damage to the control panel; confirmed no damage.
SMS Follow-up: Attempted to send an SMS with a link for video submission; verified mobile number.
WhatsApp Instructions: Provided WhatsApp number and instructions for video upload.

[Final Resolution]

Customer to send a video of the issue for technical review. Agent will book repair upon receipt of the video. Case number provided for reference. [Service Notes]
N/A. [Executive Summary] The customer contacted support regarding issues with their washing machine's dial and display, which started a few weeks ago. The agent verified the customer's account and warranty status, clarified the issue, and requested a video demonstration for technical assessment. The customer was instructed on how to submit the video via SMS and WhatsApp. The next steps involve booking a repair once the video is received.

[Request] WILL BOOK ONCE WE HAVE THE VIDEO DONE TASK

CNU250915294782

Surname : WELCH

Mobile Number : 07949186019

Post Code : G69 6ST

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

Customer seeking an update on washing machine repair status. [Product Symptom]

Symptom: Washing machine not operational since engineer visit.
Timeline/Duration: Issue began on September 11, after engineer visit.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Engineer visited on September 11; parts are pending. [Agent Solutions]

Account Check: Agent checked the customer's account for repair status.
Repair Status Inquiry: Agent confirmed the repair was booked on September 9 and noted the engineer's previous visit on September 1
Parts Update: Agent inquired about the specific parts being awaited for the repair.

[Final Resolution]

Awaiting parts for washing machine repair. Follow-up needed for update. [Service Notes]
N/A. [Executive Summary] The customer contacted support for an update regarding their washing machine repair, which has been non-operational since an engineer's visit on September 1

The agent confirmed the repair was booked on September 9 and checked the status of the parts needed for the repair. The customer is currently waiting for parts and requires further updates on the situation.

[AI Summary]

[Contact Reason]

Customer inquiring about the status of washing machine repair and parts availability. [Product Symptom]

Symptom: Washing machine not operational since September 11; engineer advised not to use until parts are replaced.
Timeline/Duration: Issue began on September 11; 25 days without a washing machine.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Engineer visited on September 11; parts ordered but not yet received. [Agent Solutions]

Account Check: Verified customer account and repair status.
Repair Status Inquiry: Confirmed that parts are still on order; gasket received on September 12.
Update Request: Offered to send an email to the authorized service center for an update on repair scheduling.
Appointment Coordination: Discussed possibility of scheduling the next visit once parts are received.

[Final Resolution]

Agent to send an email to the authorized service center for an update and request the soonest appointment for repair. [Service Notes]
Customer has a large family and is experiencing difficulties without a washing machine. - Engineer's previous advice was to refrain from using the machine until repairs are completed. [Executive Summary] The customer contacted support to inquire about the status of their washing machine repair, which has been non-operational since September 1

The agent confirmed that the necessary parts are still on order, with the gasket received on September 12. The agent offered to send an email to the authorized service center to expedite the scheduling of the repair. The customer expressed frustration over the delay, emphasizing the challenges faced without a washing machine for their large family. The agent assured the customer that they would follow up for an appointment as soon as possible.

[Request] DONE REQUESTING TO SENF AN EMAIL TO ASC AND FOR THE SOONEST APPOINTMENT DONE TASK

CNU250915295173

Surname : SMITH

Mobile Number : 07811093124 / 07908688152

Post Code : LE14 3EB

1st Line of Address :

Email Address : duncanalexandersmith@hotmail.co.uk

Model # : F4Y513WWLN1.ABWQPUK

Serial # : 506PNFSDL331

DOP : 01/09/2025 delivered 31/08/2025 ordered

Retailer : CURRYS

[Customer Issues] warranty registration

[Consultation contents] [AI Summary]

[Contact Reason]

Inquiry about the five-year warranty for the washing machine. Customer referred to contact LG customer service for warranty verification. [Product Symptom]
Not Specified. [Agent Solutions]

Verify Model Number: Customer provided model number F4Y513WWLN1 for verification.
Confirm Purchase Date: Customer stated the purchase date as August 31, 2025, and delivery date as September 1, 2025.
Request Serial Number: Agent requested the serial number from the customer.
Locate Serial Number: Customer attempted to locate the serial number on the washing machine.
Verify Serial Number: Customer provided serial number 506PMSDL331, which was confirmed by the agent.
Create Account: Agent initiated account creation for warranty registration and requested personal details.
Verify Personal Information: Customer provided surname, mobile number, postcode, address, and email for account setup.
Consent for Communication: Agent asked for consent to contact via email and for satisfaction surveys, which the customer confirmed.

[Final Resolution]

Warranty registration initiated. Customer provided necessary information for account creation. Next steps include completing the registration process. [Service Notes]
N/A [Executive Summary]
Customer contacted LG customer service to inquire about the five-year warranty for their washing machine. The agent verified the model and purchase details, confirmed the serial number, and began the account registration process. The customer provided all required personal information and consent for communication. The warranty registration is in progress, with next steps focused on completing the registration.

[AI Summary]

[Contact Reason]

Inquiry about the five-year warranty for an LG washing machine. Customer referred to contact LG customer service for warranty registration. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Verify Model Number: Customer provided model number F4Y513WWLN
Confirm Purchase Date: Customer stated purchase date as August 31, 2025.
Confirm Delivery Date: Customer confirmed delivery date as September 1, 2025.
Request Serial Number: Agent requested serial number; customer provided it after locating.
Create Account: Agent created an account for warranty registration using customer details.
Confirm Contact Preferences: Agent confirmed customer’s consent for email and survey communications.
Register Warranty: Agent registered the warranty and provided case number 5173.
Send Confirmation: Agent attempted to send SMS confirmation; customer indicated poor signal.
Offer Email Confirmation: Agent offered to send confirmation via email due to customer’s signal issues.

[Final Resolution]

Warranty registered successfully. Confirmation to be sent via email. Case number provided for reference. [Service Notes]
N/A [Executive Summary]
Customer contacted LG customer service to inquire about the five-year warranty for their washing machine. The agent verified the model, purchase, and delivery dates, and registered the warranty under case number 5173. Due to the customer's poor mobile signal, the agent arranged to send the confirmation via email instead of SMS. The registration process was completed successfully, and the customer was informed of the next steps.

[Request] DONE DOCU, REGISTER AND TASK

CNU250915296655

Surname : HOLLINS

Mobile Number : 07974759062

Post Code : ST10 4AW

1st Line of Address : 1A Town Head Alton STOKE-ON-TRENT, ST10 4AW, GB

Email Address : jayne_hollins@yahoo.co.uk

Model # :

Serial # : 412PNEBF8348

DOP :

Retailer : HUGHES ELECTRICAL

[Customer Issues] DUVET PROGRAM YESTERDAY STOP ON 18 EASY CARE OR 8 MINS FOR DUVET AND ITS NOT FINISHING THE CYCLE

Customer is washing light clothing. Unit is properly leveled. No error codes and noise. Unplugged and plug in.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer experiencing issues with washing machine. Program stops before completion. [Product Symptom]

Symptom: Washing machine stops at 18 minutes or 8 minutes remaining on different programs. Continues to whirl without progressing. Spins normally when set to rinse and spin.
Timeline/Duration: Issue started yesterday. Occurs consistently at specified times during wash cycles.
Environment: Not Specified.
Self-troubleshooting: Customer has not tried unplugging the machine or running an empty cycle.
History: Customer has had the washing machine for six months. [Agent Solutions]

Verify Issue: Confirmed that the washing machine stops at 18 minutes for easy care and 8 minutes for duvet program.
Check for Error Codes: No error codes reported by the customer.
Ask About Machine Leveling: Customer confirmed the machine is properly leveled and not shaking.
Suggest Unplugging: Recommended customer unplug the machine for a few minutes and try an empty cycle.
Discuss Customer Concerns: Acknowledged customer frustration regarding the machine's performance after six months.

[Final Resolution]

No troubleshooting steps resolved the issue. Customer expressed dissatisfaction with the machine's performance and inquired about service options. [Service Notes]
Customer has had the washing machine for six months. Previous machine lasted 20 years without issues. Customer expects automatic functionality without constant monitoring. [Executive Summary] The customer reported that their washing machine stops with 18 or 8 minutes remaining on various programs, failing to complete cycles. The agent confirmed the issue and noted that there were no error codes or unusual noises. The customer has not attempted unplugging the machine or running an empty cycle. The customer expressed frustration over the machine's performance after only six months of use and inquired about service options. No troubleshooting steps were successful, and the customer is seeking further assistance.

[Request] DONE TASK AND DOCU

CNU250915296389

Surname : PELUT

Mobile Number : 07747818289 / 07477237381

Post Code : RM3 7RA

1st Line of Address : 77 Daventry Road, ROMFORD, RM3 7RA, GB

Email Address : selocano@hotmail.co.uk

Model # : FDV309W

Serial # : 307STRVOF534

DOP : 20/08/2025

Retailer : CURRYS

[Customer Issues] tumble dryer doesn't complete the cycle and keep on rotating CLOTHES NOT STILL

No parking permit needed.

No error codes. No noise. No leakage. Customer is putting is less loads because her units is just 9kg. After the dry cycle the tank at the top is not even full. Unit is properly leveled. Unit has a proper spacing in the sides and at the back. Customer is using the mixed setting. Issue persists.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer experiencing issues with a tumble dryer. The dryer does not complete the cycle and fails to dry clothes. [Product Symptom]

Symptom: Tumble dryer runs continuously without completing the drying cycle. Clothes remain damp.
Timeline/Duration: Issue has been present since purchase on August 20.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Purchased from a curry store, delivered a week after purchase. [Agent Solutions]

Account Creation: Verified customer details and created an account for assistance.
Issue Verification: Confirmed the dryer does not complete cycles and clothes remain damp.
Customer Interaction: Engaged with the customer to gather additional information about the dryer’s operation.
Load Verification: Inquired about load size; customer confirmed using less than maximum capacity.
Leveling Check: Confirmed the unit is properly leveled and not rocking during operation.
Ventilation Check: Verified proper spacing for ventilation around the unit.
Dry Level Setting: Confirmed customer is using the mixed drying setting.
Error Code Check: No error codes or unusual noises reported by the customer.
Repair Booking: Noted that the repair should be completed within three days due to priority city status.

[Final Resolution]

Repair service scheduled for the tumble dryer. Customer informed of priority service timeline. [Service Notes]
Customer has children and manages laundry separately, typically using less than maximum load. The dryer was leveled by the delivery team. [Executive Summary] The customer contacted support regarding a tumble dryer that fails to complete drying cycles, resulting in damp clothes. The agent verified customer details and gathered information about the issue, confirming the dryer runs continuously without stopping. The customer uses less than maximum load and confirmed proper leveling and ventilation. A repair service has been scheduled, with completion expected within three days due to the customer's priority city status.

[AI Summary]

[Contact Reason]

Customer experiencing issues with a tumble dryer. The dryer does not complete the drying cycle and runs continuously without drying clothes. [Product Symptom]

Symptom: Tumble dryer runs indefinitely without completing the cycle; clothes remain damp.
Timeline/Duration: Issue has been present since purchase on August 20, 2023.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Purchased from a retailer; delivered approximately one week after purchase. [Agent Solutions]

Account Creation: Created an account for the customer to assist with repair.
Information Verification: Verified customer details including name, email, and address.
Issue Confirmation: Confirmed the dryer does not complete cycles and runs continuously.
Customer Interaction: Engaged with the customer to gather additional details about the issue.
Diagnostic Questions: Asked about load size, unit leveling, ventilation, and drying settings.
Repair Scheduling: Informed customer that repair would be scheduled within three business days.
Replacement Discussion: Discussed potential replacement options due to the product being within the return period.
Repair Process Explanation: Explained that a repair must be attempted before a replacement can be authorized.

[Final Resolution]

Repair service scheduled within three business days. Customer informed about the need for a repair before considering a replacement. Provided contact information for further inquiries. [Service Notes]
Customer has children and does laundry separately, typically using smaller loads. The dryer is leveled and has proper ventilation. No error codes or unusual noises reported. [Executive Summary] The customer contacted support regarding a tumble dryer that fails to complete its drying cycle, running indefinitely and leaving clothes damp. The agent created an account for the customer and verified necessary details. Diagnostic questions were asked to gather more information about the issue. A repair service was scheduled within three business days, and the customer was informed about the process for potential replacement if the repair is unsuccessful. The agent provided contact information for further assistance.

[Request] DONE TASK AND DOCU

CNU250915296851

Surname : MERVYN

Mobile Number : 07943818570

Post Code : B45 0EE

1st Line of Address :

Email Address : blainemervyn12345@hotmail.co.uk

Model # : F2C509GBTN1.AMBQPUK

Serial # : 408PNXL5U658

DOP : 04/02/2025

Retailer : CURRYS

[Customer Issues] OE

No parking permit needed.

No noise. No leakage. Cleaned filter. Drain pipes doesn't have any blockage. Inlet and outlet pipes doesn't have any damage or restricted. Outlet pipes is not exceeding the 1m height and has a U bend. Customer did not done any extended length to the drain hose. Issue persists.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer reports washing machine malfunction, suspects drainage pump issue. [Product Symptom]

Symptom: Customer indicates an OE error code on the washing machine, suggesting a drainage problem.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Customer researched error code online.
History: Purchased washing machine approximately six months ago. [Agent Solutions]

Verify Purchase Date: Confirmed purchase date as February 4, 2025.
Confirm Error Code: Customer confirmed OE error code indicating drainage issue.
Create Account: Agent initiated account creation for customer assistance.
Collect Customer Information: Gathered customer’s name, mobile number, postcode, address, and email for account setup.
Ask for Serial Number: Inquired about the washing machine's serial number for further assistance.

[Final Resolution]

Account created for customer. Next steps involve further troubleshooting or repair service scheduling. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding a malfunctioning washing machine, suspecting a drainage pump issue indicated by an OE error code. The agent confirmed the purchase date and error code, created an account for the customer, and collected necessary information for further assistance. The next steps involve troubleshooting or scheduling a repair service.

[AI Summary]

[Contact Reason]

Customer reports washing machine malfunction, suspects drainage pump failure. [Product Symptom]

Symptom: OE error code displayed, indicates drainage issue. Washing machine spins but does not drain.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Unplugged drainage, checked for blockages, cleaned filter regularly.
History: Purchased six months ago. [Agent Solutions]

Verify Purchase Date: Confirmed purchase date as February 4, 2025.
Check Error Code: Customer reported OE error code indicating drainage problem.
Create Account: Agent created an account for customer assistance.
Request Serial Number: Instructed customer to locate serial number on the washing machine.
Confirm Serial Number: Customer provided serial number for verification.
Assess Symptoms: Confirmed washing machine spins but does not drain when error code appears.
Check for Blockages: Customer confirmed no blockages in pipes or drainage.
Verify Drainage Setup: Confirmed drainage setup does not exceed maximum height and has no kinks.
Request Photo of Error Code: Agent requested a photo of the error code for documentation.
Schedule Repair: Informed customer that repair could be scheduled within three days upon receiving required documentation.

[Final Resolution]

Customer to provide photo of error code and serial number. Repair service scheduled within three days after documentation received. [Service Notes]
Customer's location is in Birmingham, classified as a priority city for repairs. No parking permit required. [Executive Summary] The customer contacted support regarding a malfunctioning washing machine, suspecting a drainage pump issue due to an OE error code. The agent verified the purchase date and created an account for assistance. Troubleshooting steps included confirming the error code, checking for blockages, and verifying the drainage setup. The customer was instructed to provide a photo of the error code and serial number for documentation. A repair service is expected to be scheduled within three days after receiving the necessary information.

[Request] WILL TAG TO WG TEMP ONCE RECEIVE THE PHOTO OF ERROR CODE DONE TASK

CNU250912278775

Surname : TAFADAR

Mobile Number : 07349124145 / 07472519878

Post Code : E14 9US

1st Line of Address : 19 Spindrift Avenue, LONDON, E14 9US, GB

Email Address : redwantafadar12.taf@gmail.com

Model # : FWY606GBLN1.AMBQPUK

Serial # : 411PNQESA668

DOP : 26/05/2025

Retailer : MARKS ELECTRICAL

[Customer Issues] WASHER

[TECH TEAM] MCA 12/09

The pump filter might have foreign object inside causing the customer unable to remove it. Kindly advise to try manual draining before trying to remove it again; if issue still persist, seek assistance from your coach if they can provide courtesy for the customer as this is not a manufacturing defect.

Customer drained manually.

Parking permit needed. Customer is requesting for the soonest appointment.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquiring about washing machine not working, specifically the filter issue. Requesting technician visit today. [Product Symptom]

Symptom: Washing machine filter not functioning; unable to drain water. Error code OE displayed, indicating a draining issue.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Customer attempted to manually drain using the small hose and tried removing the filter multiple times.
History: Previous contact with a representative who accessed the camera and promised a technician visit. [Agent Solutions]

Verification of Serial Number: Customer provided serial number for the washing machine.
Verification of Customer Details: Agent requested and confirmed customer surname and postcode for account verification.
Review of Technical Expert Notes: Agent checked account notes indicating a possible obstruction in the filter.
Manual Draining Advice: Agent advised customer to try manual draining again using the small hose.
Error Code Inquiry: Agent asked for the error code displayed on the machine; customer reported OE error code.
Confirmation of Error Code Meaning: Agent confirmed OE error code indicates a draining issue.

[Final Resolution]

Technician visit requested for today. Customer advised to continue attempting manual draining. [Service Notes]
N/A. [Executive Summary] The customer contacted support regarding a malfunctioning washing machine filter, unable to drain water, and displaying an OE error code. The agent verified the customer's details and reviewed previous technical notes indicating a possible obstruction. The customer attempted manual draining and filter removal without success. The agent confirmed the error code's meaning and requested a technician visit for resolution. Immediate action taken to schedule technician for today.

[AI Summary]

[Contact Reason]

Customer inquired about a malfunctioning washing machine. Requested technician visit due to ongoing issues. [Product Symptom]

Symptom: Washing machine not draining, displaying OE error code.
Timeline/Duration: Not specified.
Environment: Not specified.
Self-troubleshooting: Customer attempted manual draining and removing the filter multiple times.
History: Washing machine purchased recently, used for approximately three to four months. [Agent Solutions]

Verification of Serial Number: Customer provided serial number for verification.
Error Code Identification: Agent confirmed the OE error code indicates a draining issue.
Manual Draining Advice: Agent advised customer to manually drain the machine using the small hose.
Documentation of Issue: Agent documented the OE error and customer’s attempts to resolve the issue.
Scheduling Repair: Agent informed customer that a technician would be scheduled for repair, prioritizing the request due to the OE error.
Request for Error Code Photo: Agent requested a photo of the error code for documentation and to expedite the repair process.
Parking Permit Inquiry: Agent inquired about parking permit requirements for the technician's visit.
Confirmation of Contact Information: Agent confirmed customer’s email and phone number for follow-up.

[Final Resolution]

Technician visit to be scheduled within two business days. Customer to send photo of error code for documentation. Service covered under warranty. [Service Notes]
Customer has been experiencing issues for four days. Parking permit required during daytime hours. [Executive Summary] The customer contacted support regarding a malfunctioning washing machine that is displaying an OE error code and not draining. The agent verified the serial number and confirmed the error code, advising the customer on manual draining and documenting the issue. A technician visit was prioritized, and the customer was asked to provide a photo of the error code for expedited service. The technician will contact the customer within two business days to schedule the visit, with all service costs covered under warranty.

[Request] WILL TAG TO WG TEMP DONE TASK

CNU250915297691

Surname : CARRUTHERS

Mobile Number : 01793525332 / 07579066476

Post Code : SN3 5AU

1st Line of Address : 26 Tealsbrook, SWINDON, SN3 5AU, GB

Email Address : ian@tealsbrook.plus.com

Model # : F4C510GBTN1.AMBQPUK

Serial # : 504PNYU83178

DOP : 01/09/2025

Retailer : CURRYS

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

[Contact Reason]

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

Account Creation: Agent initiated account creation for warranty registration.
Model Verification: Agent confirmed washing machine model number as F4D510GBTNI.
Purchase Date Confirmation: Customer confirmed purchase date as September 1st.
Customer Information Collection: Agent collected customer’s surname, mobile number, postcode, address, and email for account setup.
Consent Questions: Agent asked customer two yes/no questions regarding contact preferences for goods/services and satisfaction surveys.

[Final Resolution]

Account created for warranty registration. Customer provided necessary information. Next steps include locating the serial number for further processing. [Service Notes]
N/A [Executive Summary]
Customer contacted regarding warranty registration for a washing machine. Agent created an account and verified the model number and purchase date. Customer provided personal information for registration. Consent for communication preferences was obtained. Next steps involve locating the serial number for warranty processing.

[AI Summary]

[Contact Reason]

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

Account Creation: Agent created an account for the customer to assist with warranty registration.
Model Verification: Agent confirmed the washing machine model number as F4D510GBTNI.
Purchase Date Confirmation: Customer confirmed the purchase date as September 1st.
Customer Information Collection: Agent collected customer’s surname, mobile number, postcode, address, and email for registration.
Serial Number Assistance: Agent guided the customer to locate the serial number on the washing machine.
Serial Number Verification: Agent verified the serial number as 504Y83178.
Warranty Registration: Agent registered the washing machine for a five-year warranty.
Confirmation SMS: Agent sent an SMS to the customer confirming the warranty registration.
Email Confirmation: Agent informed the customer that the warranty certificate will be sent via email within 10 to 14 weeks.

[Final Resolution]

Warranty registered successfully. Confirmation SMS sent. Certificate to be emailed within 10 to 14 weeks. [Service Notes]
N/A [Executive Summary] The customer contacted support to register a warranty for their washing machine. The agent assisted by creating an account, verifying the model and serial number, and collecting necessary customer information. The washing machine was successfully registered for a five-year warranty, and the customer received a confirmation SMS. The warranty certificate will be emailed within 10 to 14 weeks.

[Request] DONE SMS, REGISTER AND TASK

Surname :

Mobile Number :

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

Customer contacted regarding a service issue. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]
N/A - No Troubleshooting Steps Taken [Final Resolution]
Call ended without resolution. Customer advised that repair service would proceed. [Service Notes]
N/A [Executive Summary] The customer reached out to inquire about a service issue. The conversation was unclear, and no specific troubleshooting steps were taken by the agent. The call ended with the agent informing the customer that the repair service would continue as planned. No critical information was gathered for future service visits.

[Request]

CNU250915298020

Surname : SHAFIQ

Mobile Number : 07395008781

Post Code : BL8 2NE

1st Line of Address : 34 Newington Drive, BURY, LANCASHIRE, BL8 2NE, GB

Email Address : shafiqsaqib98@gmail.com

Model # :

Serial # : 312TRBS2T85

DOP :

Retailer : CURRYS

[Customer Issues] Beeping noise and light wont come off

[Consultation contents] [AI Summary]

[Contact Reason]

Inquiry about unresolved fridge repair under warranty. Customer has had two engineer visits without resolution. [Product Symptom]
Symptom: Fridge not repaired after two engineer visits. Customer expressed frustration over lack of communication and resolution. - Timeline/Duration: Last engineer visit was on a Thursday, date not specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Fridge still under warranty; previous engineer visits noted. [Agent Solutions]

Account Verification: Verified customer account using surname and postcode.
Account Status Check: Checked account status; noted that a manager is handling the case.
Last Visit Inquiry: Inquired about the last engineer visit date and details.
Coordination with Management: Agent coordinated with management for next steps regarding the repair.
Communication Attempts: Noted that management attempted to contact the customer but faced issues with call connections.

[Final Resolution]

Agent will coordinate with management for next steps regarding the fridge repair. Awaiting further communication from management. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding unresolved issues with their fridge repair under warranty, following two engineer visits. The agent verified the account and confirmed that a manager is handling the case. The agent coordinated with management to determine the next steps and noted previous communication attempts with the customer. The current status is pending further action from management regarding the repair.

[AI Summary]

[Contact Reason]

Customer inquiring about unresolved fridge repair under warranty. Previous engineers visited twice without fixing the issue. Customer seeks updates on the situation. [Product Symptom]

Symptom: Fridge beeping noise, light not turning off.
Timeline/Duration: Last engineer visit was on a Thursday, no specific dates provided for previous visits.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Fridge still under warranty, two previous engineer visits without resolution. [Agent Solutions]

Account Verification: Verified customer account details and checked repair history.
Manager Coordination: Coordinated with management regarding the case and previous engineer visits.
Engineer Visit Scheduling: Informed customer that another engineer visit is required to assess the unit again.
Customer Concerns Addressed: Noted customer concerns about previous visits and lack of communication from LG.
Engineer Report Request: Explained that a full engineer's report is needed for alternative resolutions after the next visit.

[Final Resolution]

Scheduled another engineer visit. Customer to be contacted within two business days for visit details. Apologies for the inconvenience noted. [Service Notes]
Customer expressed frustration over previous engineer visits that did not resolve the issue. Important to ensure clear communication after the next visit regarding the status of the repair. [Executive Summary] The customer contacted support regarding unresolved issues with their fridge, which has undergone two unsuccessful repair attempts under warranty. The agent verified the account and coordinated with management, confirming that another engineer visit is necessary to assess the unit. The customer expressed concerns about previous visits and lack of follow-up communication. The agent assured the customer that they would be contacted within two business days with details of the next visit. Apologies for the inconvenience were offered throughout the conversation.

[Request] RECALL

Surname :

Mobile Number : 01508470441

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDGE BOTTOM DRAWER IN THE FREEZER

[Consultation contents] [AI Summary]

[Contact Reason]

Customer experiencing ice buildup in the bottom drawer of the freezer. Requesting assistance for the issue. [Product Symptom]

Symptom: Bottom drawer of the freezer is stuck due to ice buildup at the back. Customer chipped away some ice but needed help to put the basket back.
Timeline/Duration: Third occurrence of the issue.
Environment: Not Specified.
Self-troubleshooting: Customer used a screwdriver to chip away ice.
History: Previous assumption that a power cut caused the issue. [Agent Solutions]

Issue Identification: Agent explained that frost buildup is likely due to cold air entering when the freezer door is opened and closed frequently.
Communication Adjustment: Agent attempted to improve call clarity for better communication.
Customer Assurance: Agent confirmed willingness to assist further and promised to call back.

[Final Resolution]

Agent agreed to call the customer back for further assistance. [Service Notes]
N/A [Executive Summary] The customer reported recurring ice buildup in the bottom drawer of the freezer, causing it to stick. This is the third occurrence, and the customer previously assumed a power cut was the cause. The agent identified that the issue may be related to cold air entering the freezer when the door is frequently opened. The agent ensured clear communication and promised to follow up with a call for further assistance.

[Request] DONE TASK

CNU250915299888

Surname : MISTRY

Mobile Number : 07917672293

Post Code : BD12 8HW

1st Line of Address :

Email Address : ajitmistry64@gmail.com

Model # : F4X7009TSB.AESQPUK

Serial # : 503PNPDK5648

DOP : 15/09/2025 DELIVERED 08/09/2025

Retailer : LG ELECTRONICS

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquired about warranty registration for a newly received washing machine and the duration of the warranty. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Verify Model Number: Customer provided model number as F7009TSB.
Confirm Purchase Date: Customer stated the purchase was made on September 8.
Explain Warranty Coverage: Agent informed customer of a standard two-year warranty and an additional three years for extended warranty, totaling five years.
Register Warranty: Agent began the registration process for the extended warranty.
Collect Customer Information: Agent collected customer’s surname, mobile number, postcode, address, and email for registration.
Confirm Serial Number: Customer provided serial number as 503PNP5648.
Verify Purchase Source: Agent confirmed the washing machine was purchased directly from the LG website.

[Final Resolution]

Warranty registration in progress for extended coverage. Customer informed about total five-year warranty. [Service Notes]
N/A [Executive Summary] The customer contacted support to register a warranty for a newly received washing machine and to confirm the warranty duration. The agent verified the model number and purchase date, explained the warranty coverage, and began the registration process. Customer information was collected, and the serial number was confirmed. The warranty registration for an extended five-year coverage is currently in progress.

[AI Summary]

[Contact Reason]

Customer inquired about registering a new washing machine for warranty and asked about the warranty duration. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Verify Model Number: Agent requested the model number of the washing machine for warranty registration.
Confirm Purchase Date: Agent asked for the purchase date, which the customer approximated as September 8.
Explain Warranty Coverage: Agent informed the customer about the standard two-year warranty and the option for an additional three years, totaling five years of coverage.
Create Account for Registration: Agent initiated the account creation process for the extended warranty.
Collect Customer Information: Agent gathered necessary personal information for registration, including surname, mobile number, postcode, address, and email.
Confirm Customer Preferences: Agent asked if the customer was willing to receive promotional emails and satisfaction surveys, which the customer declined.
Verify Serial Number: Agent requested the serial number from the washing machine for warranty registration.
Register Warranty: Agent completed the warranty registration process and informed the customer about the confirmation SMS.
Provide Confirmation Code: Agent provided the customer with a guarantee confirmation code for the registration.
Inform About Certificate Delivery: Agent explained that the warranty certificate would be sent via email within 10 to 14 weeks.

[Final Resolution]

Warranty registered for five years. Confirmation SMS sent to the customer. Customer received the SMS successfully. [Service Notes]
N/A [Executive Summary] The customer contacted support to register a newly received washing machine for warranty and inquired about the warranty duration. The agent verified the model number, confirmed the purchase date, and explained the warranty coverage, including an additional three years. The agent collected necessary personal information and completed the warranty registration, providing the customer with a confirmation code and SMS. The customer successfully received the SMS confirming the registration

[Request] DONE SMS, REGISTER AND TASK

Surname :

Mobile Number : 07864829232

Post Code :

1st Line of Address :

Email Address :

Model # : GSXV91BSAE.ABSQLGU

Serial # :

DOP : 15/08/2025

Retailer : AO.COM

[Customer Issues] FRIDGE PLUG IN AND RUNNING FOR 6HRS

[Consultation contents] [AI Summary]

[Contact Reason]

Customer reports new LG fridge freezer not cooling properly after 6 hours of operation. [Product Symptom]

Symptom: Freezer feels slightly cold, but not adequately cooling. No cold air blowing from vents, including top door cooling vent.
Timeline/Duration: Running for about 6 hours.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: New purchase. [Agent Solutions]

Model Confirmation: Customer provided model number LG GSXV91B SAE.
Cooling Check: Informed customer to check if the cooling vents are blocked or obstructed.
Temperature Setting: Advised customer to verify temperature settings for both fridge and freezer compartments.
Power Cycle: Suggested power cycling the unit by unplugging it for a few minutes and then plugging it back in.
Wait Time: Instructed customer to wait additional time to see if cooling improves, as new units may take longer to reach optimal temperatures.

[Final Resolution]

Customer to check vents, settings, and power cycle the unit. Follow-up if issue persists. [Service Notes]
N/A. [Executive Summary] Customer contacted support regarding a new LG fridge freezer that is not cooling properly after 6 hours of operation. The agent confirmed the model and provided troubleshooting steps, including checking for vent obstructions, verifying temperature settings, and performing a power cycle. The customer was advised to wait for further cooling improvement. Next steps involve monitoring the situation and following up if the issue continues.

[AI Summary]

[Contact Reason]

Customer reports new LG fridge freezer not cooling properly after 6 hours of operation. [Product Symptom]

Symptom: Fridge and freezer not blowing cold air. Customer cannot feel cold air from vents.
Timeline/Duration: 6 hours since plugged in.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Recently purchased and delivered. [Agent Solutions]

Initial Assessment: Explained that it can take up to 24 hours for the fridge to reach optimal temperature.
Technical Coordination: Contacted technical experts for further guidance on cooling issues.
Stabilization Explanation: Informed customer that the unit is still stabilizing and advised against frequent door openings to allow the compressor to work effectively.

[Final Resolution]

Customer advised to wait 24 to 48 hours for proper cooling. Recommended to minimize door openings during this period. [Service Notes]
N/A [Executive Summary] Customer contacted support regarding a new LG fridge freezer that is not cooling after 6 hours of operation. The agent explained that it may take up to 24 hours for the unit to stabilize and reach optimal cooling. After consulting technical experts, the customer was advised to refrain from opening the doors frequently to allow the compressor to function properly. The customer was informed to wait 24 to 48 hours for the cooling to improve.

[Request] DONE TASK

Surname :

Mobile Number : 02088798594 /

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] D&G

[Consultation contents]

[AI Summary]

[Contact Reason]

Customer inquiring about registering an LG TV for an additional five-year guarantee. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]
N/A - No Troubleshooting Steps Taken [Final Resolution]
Customer directed to register the TV for the additional guarantee. [Service Notes]
N/A [Executive Summary] The customer contacted support to inquire about registering an LG TV for an additional five-year guarantee. The agent informed the customer that registration needed to be done directly. No troubleshooting steps were taken during the call. The customer was provided with the necessary direction for registration.

[AI Summary]

[Contact Reason]

Customer inquired about registering an LG TV for an extra five-year guarantee. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Incorrect Department: Agent identified the call was directed to the wrong department for TV registration.
Transfer to Correct Department: Agent offered to transfer the customer to the appropriate department handling television guarantees.

[Final Resolution]

Customer was transferred to the correct department for assistance with TV registration and guarantee. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding the registration of an LG TV for an additional five-year guarantee. The initial agent identified that the call was directed to the wrong department and offered to transfer the customer to the appropriate team. The transfer was completed to ensure the customer received the necessary assistance. No troubleshooting steps were taken as the inquiry was non-technical.

[Request] DONE TASK

CNU250915300786

Surname : SACKEY / ROACH

Mobile Number : 07903348020

Post Code : MK18 1BJ

1st Line of Address : 6 Meadow Gardens, BUCKINGHAM, MK18 1BJ, GB

Email Address : sharon.beckey@aol.com / shaaroach@gmail.com

Model # : FWV796WTS.ABWQPUK

Serial # : 009PNLP11496

DOP : 22/11/2020

Retailer : JOHN LEWIS

[Customer Issues] WASHER UNIT HAS NO POWER AT ALL no power few days ago

Unit is plugged in directly to the wall out. Customer did not use extension block. Unit is not causing some issue with the circuit breaker. Checked and activate the main power fuse and it's working properly. Control panel doesn't have any visible damage and no water spilled on it. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer reports washing machine stopped working and has no power. [Product Symptom]

Symptom: Washing machine is unresponsive, no power at all.
Timeline/Duration: Issue started a couple of days ago.
Environment: Not Specified.
Self-troubleshooting: Customer has tried turning off the main power fuse and turning it back on.
History: Purchased in 2020, out of warranty. [Agent Solutions]

Account Verification: Verified customer’s surname, email, and mobile number.
Warranty Status Check: Confirmed unit is out of standard warranty but eligible for extended warranty with proof of purchase.
Request for Documentation: Requested photos of the serial sticker and invoice for warranty registration.
Power Check: Confirmed washing machine is plugged directly into the wall outlet, no extension block used.
Circuit Breaker Inquiry: Verified that the circuit breaker is not tripped.
Control Panel Inspection: Checked for visible damage or liquid spills on the control panel; none reported.
Next Steps: Informed customer that an SMS will be sent with a link to upload required photos for warranty registration.

[Final Resolution]

Customer to provide photos of the serial sticker and invoice for warranty registration. Repair service will be booked once registration is approved. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding a washing machine that has stopped working and shows no power. The agent verified the customer's account details and confirmed the unit is out of warranty but eligible for an extended warranty with the proper documentation. The customer has already attempted basic troubleshooting steps, including checking the power supply and circuit breaker. The agent requested photos of the serial number and invoice to proceed with warranty registration and will schedule a repair service once the registration is complete.

[AI Summary]

[Contact Reason]

Customer reports LG washing machine stopped working and has no power. [Product Symptom]

Symptom: Washing machine not turning on; no power at all.
Timeline/Duration: Issue started a couple of days ago.
Environment: Not Specified.
Self-troubleshooting: Customer tried turning off the main power fuse and turning it back on.
History: Purchased in 2020; out of warranty. [Agent Solutions]

Verify Power: Confirmed washing machine has no power; no lights on the control panel.
Check Plug Connection: Customer confirmed washing machine is plugged directly into the wall outlet, not using an extension.
Circuit Breaker Check: Customer confirmed circuit breaker is not tripped.
Request for Photos: Instructed customer to provide photos of the serial sticker and invoice for warranty registration.
Extended Warranty Registration: Explained process for registering the unit for extended warranty based on receipt.
Follow-up Instructions: Provided link for submitting photos and case number for registration.

[Final Resolution]

Customer to send photos of the serial sticker and invoice for warranty registration. Agent will book repair once registration is approved. [Service Notes]
Customer's washing machine is out of warranty. - Customer needs to provide proof of purchase for extended warranty registration. - No parking permit required for service visit. [Executive Summary] The customer contacted support regarding an LG washing machine that has stopped working and shows no power. The agent confirmed the issue and performed troubleshooting steps, including verifying the power connection and checking the circuit breaker. The customer was instructed to send photos of the serial sticker and invoice for warranty registration. Once the registration is approved, the agent will schedule a repair. The washing machine is out of warranty, and the customer needs to provide proof of purchase for extended warranty eligibility.

[Request] WAITING FOR PHOTO TO REGISTER AND BOOK DONE TASK

CNU250915301058

Surname : NEIL LEWIS

Mobile Number : 07817242248

Post Code : TS18 5JH

1st Line of Address : 43 Dunedin Avenue, STOCKTON-ON-TEES, TS18 5JH, GB

Email Address : lewi82@live.co.uk

Model # : F4J609WN.ABWQPUK

Serial # : 912PNDW2H826

DOP : 01/02/2020

Retailer : CURRYS

[Customer Issues] WASHER NOISY WHIRRING LAST WEEKS

No error codes. Customer is putting normal and less loads on a wash. Customer turned the drum by hand and hears a bit of the whirring noise. Unit is properly leveled. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer reports washing machine making excessive noise during spin cycle. Concerned about the loudness compared to previous quiet operation. [Product Symptom]

Symptom: Loud noise during spin cycle, described as high-pitched and concerning.
Timeline/Duration: Issue started within the last week, worsened over the weekend.
Environment: Not Specified.
Self-troubleshooting: Customer checked behind the machine while it was spinning.
History: Washing machine purchased 2-3 years ago, previously operated quietly. [Agent Solutions]

Verify Account: Agent confirmed customer account details were incomplete and began updating information.
Gather Customer Information: Agent collected customer's surname, mobile number, postcode, address, and email for account verification.
Confirm Purchase Location: Agent inquired about the purchase location; customer mentioned it was likely from Currys but could not find the receipt.
Clarify Noise Details: Agent asked about the nature of the noise; customer described it as high-pitched, not vibrating or banging, and originating from behind the drum.

[Final Resolution]

Customer advised to check with the retailer for purchase verification. No immediate troubleshooting steps taken due to the need for account updates and purchase confirmation. [Service Notes]
Customer has been using the washing machine for 2-3 years without issues until recently. Previous LG machine lasted over ten years. [Executive Summary] The customer contacted support regarding a loud noise from their washing machine during the spin cycle, which began last week and intensified over the weekend. The agent verified the customer's account details and gathered necessary information but did not perform troubleshooting steps due to incomplete account information. The customer was advised to check with the retailer for purchase verification. The washing machine has been in use for 2-3 years without prior issues.

[AI Summary]

[Contact Reason]

Customer reports washing machine making excessive noise during spin cycle. Concern about loudness compared to previous quiet operation. [Product Symptom]

Symptom: Loud, high-pitched whirring noise during spin cycle. Noise is noticeable from a distance.
Timeline/Duration: Issue started within the last week, worsened over the weekend.
Environment: Not Specified.
Self-troubleshooting: Customer checked behind the drum for noise source.
History: Washing machine purchased approximately 2-3 years ago. [Agent Solutions]

Verify Issue: Agent confirmed the customer’s description of the noise and asked for details about the purchase.
Gather Information: Collected customer’s name, contact details, and purchase location (Currys).
Check Warranty: Explained warranty coverage and the need for a receipt to verify purchase date.
Request Video: Suggested customer provide a short video of the noise during an empty cycle for technical review.
Discuss Repair Costs: Explained potential costs for repair if not covered under warranty, including fixed price and conditions for partial refund.

[Final Resolution]

Customer to provide a short video of the noise and attempt to locate the receipt for warranty verification. Agent informed customer of potential repair costs and conditions. [Service Notes]
Customer has children and uses the washing machine regularly. Previous washing machine lasted over ten years. [Executive Summary] The customer contacted support regarding a loud noise from their washing machine during the spin cycle, which began a week ago. The agent gathered necessary information, including purchase details and warranty status, and requested a short video of the noise for technical assessment. The customer was informed about potential repair costs and conditions for warranty coverage. Next steps include the customer providing the video and receipt for further action.

[Request] WILL WAIT FOR THE VIDEO AND PHOTO OF THE INVOICE DONETASK

CNU250915301405

Surname : MADDEN

Mobile Number : 07713759403

Post Code : L10 7NF

1st Line of Address : 64 Gribble Road, LIVERPOOL, L10 7NF, GB

Email Address : plmddn1984@googlemail.com

Model # : F4C510WBTN1.ABWQPUK

Serial # : 401PNKG4M517

DOP : 22/03/2024

Retailer : CURRYS

[Customer Issues] LEAKING FROM UNDERNEATH TODAY P2024-03-24401PNKG4M517

Drain hose doesn't have any visible damage or cuts and not kinked. Drain hose is not blocked and working properly. No error codes. Inlet and outlet pipes doesn't have any visible damage or cuts. Unit is properly balanced. Issue persists.

Parking permit needed. Customer can provide the parking permit. C

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquired about repairing a washing machine under warranty due to water leakage. [Product Symptom]

Symptom: Water leaking from underneath the washing machine; audible dripping sound when in use.
Timeline/Duration: Not specified.
Environment: Not specified.
Self-troubleshooting: Customer mopped up water; no photographs taken of the leakage.
History: Unit purchased from a retailer; extended warranty valid until 2029. [Agent Solutions]

Verify Issue: Confirmed leakage issue started today.
Verify Serial Number: Customer provided serial number after locating it on the machine.
Check Drain Hose: Confirmed no visible damage to the drain hose.
Confirm Drainage: Customer stated the unit was draining properly before the issue.
Check for Error Codes: No error codes present on the unit.
Inspect Inlet/Outlet Pipes: Customer confirmed no visible damage to inlet and outlet pipes.
Verify Unit Balance: Customer confirmed the unit is balanced and not rocking during operation.
Confirm Parking Permit: Noted that a parking permit is required for service visit.
Verify Email Address: Customer provided email for booking confirmation.
Check Warranty Status: Confirmed extended warranty valid until 2029.

[Final Resolution]

Service appointment scheduled for leakage repair. Customer will provide parking permit for technician. [Service Notes]
Customer has a parking permit for service visit. Extended warranty valid until 2029. [Executive Summary] The customer contacted support regarding a water leakage issue with their washing machine, which started today. The agent verified the serial number, checked for visible damage to hoses and pipes, and confirmed no error codes were present. A service appointment was scheduled for the repair, with the customer agreeing to provide a parking permit for the technician. The unit is under an extended warranty valid until 2029.

[AI Summary]

[Contact Reason]

Customer inquired about repairing a washing machine under warranty due to water leakage. [Product Symptom]

Symptom: Water leaking from underneath the washing machine; audible dripping sound when in use; significant water accumulation when moved.
Timeline/Duration: Issue noticed today.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Purchased from a retailer; unit registered with warranty. [Agent Solutions]

Verify Issue: Confirmed leakage issue started today.
Verify Serial Number: Customer provided serial number after locating it on the machine.
Check Drain Hose: Confirmed no visible damage to the drain hose.
Confirm Drainage: Customer stated the unit was draining properly before the issue.
Check for Error Codes: No error codes present on the unit.
Inspect Inlet/Outlet Pipes: Customer confirmed no visible damage to inlet and outlet pipes.
Check Unit Balance: Customer confirmed the unit is balanced and not rocking during operation.
Confirm Parking Permit: Noted that a parking permit is available for the technician's visit.
Verify Warranty Status: Confirmed extended warranty valid until 2029.
Schedule Repair: Agent informed customer that an SMS confirmation for repair booking will be sent.

[Final Resolution]

Repair booking scheduled; technician will contact customer within two business days for appointment. Customer requested the soonest appointment. [Service Notes]
Customer can provide parking permit for technician's visit. [Executive Summary] The customer contacted support regarding a water leakage issue with their washing machine, which was noticed today. The agent verified the problem, checked the unit's condition, and confirmed the warranty status. A repair booking was scheduled, and the customer will receive an SMS confirmation. The technician is expected to contact the customer within two business days to arrange the repair appointment.

[Request]

CNU250915301886

Surname : VASSILIOU

Mobile Number : 07954160895

Post Code : CB1 8RX

1st Line of Address : 30 Rotherwick Way, CAMBRIDGE, CB1 8RX, GB

Email Address : gsv20@cam.ac.uk

Model # : GMX844MCKV.AMCQLGU

Serial # : 104TRNG2C759

DOP : 24/06/2021

Retailer : JOHN LEWIS

[Customer Issues] CNU250823096564

[Consultation contents] [AI Summary]

[Contact Reason]

Customer requesting an update on an open case with LG. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Case Verification: Agent requested the case number for reference.
Customer Information Verification: Agent asked for the customer's surname and postcode for verification.
Case Status Check: Agent confirmed the case is being handled by the resolutions team.
Coordination Note: Agent noted the lack of contact from the resolutions team and planned to transfer the customer for further assistance.

[Final Resolution]

Agent to transfer the customer to the resolutions team for further assistance. [Service Notes]
N/A [Executive Summary] The customer contacted LG customer service to inquire about the status of an open case. The agent verified the case number and customer details, confirming that the case is currently with the resolutions team. The customer reported no contact from the resolutions team. The agent noted this and planned to transfer the customer for further assistance.

[AI Summary]

[Contact Reason]

Customer inquiring about an update on an open case with LG. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Case Verification: Agent requested the case number for reference.
Customer Information Verification: Agent asked for the customer's surname and postal code for verification.
Case Status Check: Agent confirmed the case is being handled by the resolutions team.
Coordination Note: Agent noted the lack of contact from the resolutions team and stated they would coordinate with them before transferring the customer.
Transfer Preparation: Agent informed the customer they would be transferring them to the resolutions team after coordination.

[Final Resolution]

Agent to coordinate with the resolutions team before transferring the customer. No troubleshooting steps taken. [Service Notes]
N/A [Executive Summary] The customer contacted LG customer service to request an update on an open case. The agent verified the case number and customer details, confirming that the case is currently with the resolutions team. The agent noted that the resolutions team had not yet contacted the customer and stated they would coordinate with them before transferring the call. No troubleshooting steps were performed during the call.

[AI Summary]

[Contact Reason]

Customer was transferred to the resolution department but was cut off. Requesting to reconnect with the resolution team. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Verification: Customer provided mobile number for account verification.
Account Check: Agent checked account but found it listed as anonymous.
Settings Adjustment: Customer agreed to change settings for better identification.
Coordination: Agent attempted to reconnect customer with the resolution team.
Callback Request: Agent noted the need for a callback from the resolution team.

[Final Resolution]

Agent coordinated for a callback from the resolution team. Customer is waiting for further assistance. [Service Notes]
N/A [Executive Summary] The customer contacted support after being cut off from the resolution department. The agent verified the customer's mobile number but found the account listed as anonymous. The agent coordinated with the resolution team for a callback. The customer is currently waiting for further assistance from the resolution team.

[AI Summary]

[Contact Reason]

Customer was disconnected while being transferred to the resolution department and requested to be connected back. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Verification Attempt: Customer provided mobile number for account verification.
Account Status Check: Agent noted the account was listed as anonymous and could not access customer information.
Customer Satisfaction Survey Issue: Customer reported being cut off and not able to respond during a survey.
Coordination with Resolution Team: Agent attempted to connect customer back to the resolution team for further assistance.
Transfer Attempt: Agent informed customer of ongoing attempts to reach the resolution team and requested patience.

[Final Resolution]

Customer was placed on hold while the agent attempted to transfer them back to the resolution team. No troubleshooting steps taken due to the nature of the inquiry. [Service Notes]
N/A [Executive Summary] The customer contacted support after being disconnected while trying to reach the resolution department. The agent attempted to verify the customer's account using their mobile number but encountered an anonymous status preventing access to details. The customer expressed frustration over being cut off during a satisfaction survey. The agent coordinated with the resolution team to facilitate a transfer back to them. The customer was placed on hold while awaiting the transfer. No technical troubleshooting was performed as the inquiry was non-technical in nature.

[Request] DONE TASK AND TRANSFERRED TO RESO

Surname :

Mobile Number : 07561431544

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer : CURRYS

[Customer Issues] WASHER TODAY TURNING OFF BY ITSELF

[Consultation contents] [AI Summary]

[Contact Reason]

Customer reports new LG washer dryer switches off during operation. [Product Symptom]

Symptom: Washer dryer turns off completely about 10 minutes into a wash cycle.
Timeline/Duration: Issue started today.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Recently delivered on September 4. [Agent Solutions]

Inquiry about Issue Start: Agent asked when the issue began.
Reference Number Request: Agent requested the repair reference number from the customer.
Clarification on Repair Source: Agent inquired if the previous repair was done by LG or Currys.
Explanation of Repair Policy: Agent explained that if the unit was repaired by Currys, the customer should contact them for further assistance.

[Final Resolution]

Customer advised to contact Currys for assistance since the unit is new and the issue occurred after delivery. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding a new LG washer dryer that turns off during operation, specifically after about 10 minutes into a wash cycle. The issue began today, and the unit was delivered on September 4. The agent inquired about the repair history and clarified that since the unit was purchased from Currys, the customer should reach out to them for further assistance. No troubleshooting steps were taken as the unit is new and the issue is related to the delivery.

[Request]

CNU250915302037

Surname : RANA

Mobile Number : 07711068579

Post Code : NG6 0LL

1st Line of Address : 6 Broad Walk, NOTTINGHAM, NG6 0LL, GB

Email Address : shaqrana@aol.com

Model # : F4V709WTSE.ABWQPUK

Serial # : 107PNHN59265

DOP : 10/06/2021

Retailer : CURRYS

[Customer Issues] DE2

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquiring about the registration of washing machine for a 5-year warranty. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Verify Customer Information: Agent requested customer to provide postal code and address details for verification.
Document Upload: Agent assisted customer in uploading required documents for warranty registration.
Confirm Purchase Details: Agent confirmed purchase date and VAT number with the customer.
Warranty Status Check: Agent verified that the washing machine is qualified for an extended warranty.
Inform Customer: Agent informed customer that the warranty registration will take 10 to 14 weeks and that a certification will be sent via email.

[Final Resolution]

Warranty registration confirmed for 5 years. Customer will receive certification via email within 10 to 14 weeks. [Service Notes]
N/A [Executive Summary] The customer contacted support to confirm the registration of their washing machine for a 5-year warranty. The agent verified the customer's information and assisted in uploading necessary documents. The agent confirmed that the washing machine is eligible for an extended warranty and informed the customer that the certification will be sent via email within 10 to 14 weeks. The warranty registration was successfully confirmed.

[AI Summary]

[Contact Reason]

Customer inquiring about the registration of washing machine for a 5-year warranty and seeking confirmation of coverage. [Product Symptom]
Symptom: Washing machine intermittently not turning on; displays error code DE2. - Timeline/Duration: Not Specified.
Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Purchased on October 26, 2021; warranty status discussed. [Agent Solutions]

Verify Customer Information: Confirmed customer’s postcode and address details.
Document Upload: Customer was asked to upload proof of purchase and serial number for warranty registration.
Warranty Confirmation: Confirmed that the washing machine is eligible for an extended warranty of three additional years.
Approval Timeline: Informed customer that approval for warranty registration will take 1-2 business days.
Service Inquiry: Discussed potential service for the washing machine due to error code DE2; advised customer to upload a photo of the error.
Service Process: Explained that service can be arranged free of charge once warranty registration is approved.

[Final Resolution]

Customer to wait for warranty approval; will call back to check status. Service can be arranged if needed after approval. [Service Notes]
Customer expressed interest in ensuring the washing machine is functioning properly. Error code DE2 noted for technician reference. [Executive Summary] The customer contacted support to confirm the registration of their washing machine for a 5-year warranty. The agent verified the customer's information and confirmed eligibility for an additional three years of warranty coverage. The customer was informed that the approval process would take 1-2 business days. Additionally, the customer reported an intermittent issue with the washing machine displaying error code DE2 and was advised to upload a photo for service arrangements. The customer plans to follow up on the warranty status.

[Request] DONE DOCU AND TASK CUSTOMER WILL RING US BACK TOMORROW