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13/06 CUSTOMER CALLS

Surname : CALDER

Mobile Number : 07761702159

Post Code : L13 3DX

1st Line of Address : 20 Acanthus Road, LIVERPOOL, L13 3DX, GB

Email Address : lesley.calder@btopen.com

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER DELIVERED YESTERDAY LEAKING FROM THE PIPES TO THE SINK

CNU250612433129

AMMATURE PEOPLE DON'T HAVE THE RIGHT TOOLS THEY WERE ASKING FOR THINGS

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer called to report a leaking washing machine that was delivered and installed the previous day, specifically leaking from the pipes connected to the sink.

  2. Customer Request: Customer seeks assistance in resolving the leak issue and expresses dissatisfaction with the installation service provided.

  3. Agent Solution: Agent acknowledged the issue and apologized for the poor installation service. The agent coordinated with the support team and informed the customer that they would be transferred to the shop department for further assistance regarding the leak and installation concerns.

  4. Resolution Acceptance: No. The customer did not accept a resolution as they were transferred to another department for further assistance.

  5. Customer Pain Point: Customer expressed frustration with the installation team, describing them as unprofessional and lacking necessary tools, which led to the current leak issue.

  6. Notable Comments: Customer mentioned they chose LG for its reputation and expected a higher standard of service, highlighting their disappointment with the installation experience.

[Request]

CNU250613436894

Surname : DRAYSON

Mobile Number : 07837766779

Post Code : SG1 3HD

1st Line of Address : 13 Orchard Road, STEVENAGE, SG1 3HD, GB

Email Address : monika.drayson@gmail.com

Model # : F6V910WTSA.ABWQPUK

Serial # :301PNSV5U990

DOP : 05/08/2023

Retailer : CURRYS

[Customer Issues] WASHER IN WEDNESDAY LEAKING LIKE FROM THE DOOR

CUSTOMR WILL BE FREE ON 23 OF JUNE SINCE SHE WAS GOING AWYA

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling about a washing machine that is leaking from the door, worsening after a recent repair attempt.

  2. Customer Request: Customer seeks to schedule a repair appointment, but is unavailable until June 23 due to being on holiday.

  3. Agent Solution: Agent coordinated with the repair department and informed the customer that they cannot book a repair until the customer is available. The agent noted the issue in the system for future reference and advised the customer to call back on June 23 to schedule the repair.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to call back on June 23 for scheduling.

  5. Customer Pain Point: Customer expressed frustration over the worsening leak after the repair and the inconvenience of being unable to schedule a repair due to their holiday.

  6. Notable Comments: Customer provided their email and mobile number for future communication and confirmed they do not need a parking permit for the service visit.

[Request]

Surname :

Mobile Number : 07962990646

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER INSTALLED REGISTERED

[Consultation contents]

[Request]

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Surname : OLUNUGA

Mobile Number : 07476993332

Post Code : E14 7NP

1st Line of Address : 8 Barnes Street, LONDON, E14 7NP, GB

Email Address : viviolunuga@gmail.com

Model # : FWV796STSE.ASSQPUK

Serial # : 305PNRT6E638

DOP : 27/08/2023

Retailer : LG ELECTRONICS

[Customer Issues] LG WASHER
STOP WORKING NOT DOING THE CYCLE NO NOISE, NO VIBRATION , NO ERROR CODES WASHER IS PROPERLY LEVELED filter is clean normal loads

No error code, Unplug/plugged back in the appliance, cleaned the filter. the machine is not overloaded. No noise. No vibrations. washer is properly leveled. yes needed a parking permit

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling about an LG washing machine that has stopped working for the second time within two years, with no error codes displayed and the machine not completing cycles.

  2. Customer Request: Customer seeks assistance with troubleshooting the issue or scheduling a repair appointment due to the recurring malfunction.

  3. Agent Solution: Agent attempted to troubleshoot by asking about error codes, noises, and the condition of the machine. After confirming the machine was not functioning and had no error codes, the agent scheduled a repair appointment and documented the necessary details, including the serial number and customer address.

  4. Resolution Acceptance: Yes. The customer accepted the scheduled repair appointment and provided the required information for the booking.

  5. Customer Pain Point: Customer expressed frustration over the washing machine's repeated failures and the inconvenience caused, especially since it is a relatively new unit.

  6. Notable Comments: Customer mentioned that the washing machine has been problematic since the last repair in March 2025 and emphasized that it has not been subjected to any unusual loads or conditions.

[Request]

CNU250612434921

Surname : NATHAN ALLEN

Mobile Number : 07368572863 / 01269846911

Post Code : SA14 6RN

1st Line of Address : 7 Clos Y Dderwen SA14 6RN

Email Address : nathanallen23@hotmail.com

Model # : GSLA81PZLF.APZQEUK

Serial # :110TRNG68999

DOP : 18/06/2022

Retailer :

[Customer Issues] REPAIR FRIDGE FREEZER CF

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling regarding a repair request for an LG American fridge freezer, which is displaying error code CF and has a hot touch on the fridge section.

  2. Customer Request: Customer seeks assistance with troubleshooting the error and potentially scheduling a repair service.

  3. Agent Solution: Agent confirmed the customer's issue and requested a short video of the noise and a picture of the error code for further assessment. The agent also inquired about the customer's warranty status and offered to send a message for submitting the video and photos.

  4. Resolution Acceptance: Yes. The customer agreed to provide the requested video and photos once they return home.

  5. Customer Pain Point: Customer expressed frustration with the appliance malfunctioning, particularly the noise and heat, which has disrupted their use of the fridge freezer.

  6. Notable Comments: Customer mentioned uncertainty about having an extended warranty and indicated they would check their purchase details. The agent noted the customer's recent change of mobile phone for future communication.

[Request]

CNU250613438098

Surname : AVOTH

Mobile Number : 07949953856

Post Code : CF72 9SL

1st Line of Address : 62 Hillcrest, PONTYCLUN, CF72 9SL, GB

Email Address : nealavoth@me.com

Model # : GSXV90MCDE.AMCQLGU

Serial # : 404TRXJDY850

DOP : 03/06/2025

Retailer : APPLIANCE CITY / BUNNY

[Customer Issues] FRIDGE LAST WEEK SMALL AMOUNT OF ICE IN THE FIRST 24 HOURS CRAFT ICE MAKER IS WORKING

PLUMED IN WATER CAN BE DISPENSE RESET IN THE ICE MAKER AND PANEL

JEMMA 07791156379

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling about a newly delivered fridge that is not producing ice from the door-mounted ice maker, although the craft ice maker inside the freezer is functioning.

  2. Customer Request: Customer seeks troubleshooting assistance for the ice maker issue and potentially a service appointment if the problem cannot be resolved.

  3. Agent Solution: Agent confirmed the issue and guided the customer through troubleshooting steps, including checking the water supply and resetting the ice maker multiple times. The agent also created an account for the customer and requested the serial number for further assistance.

  4. Resolution Acceptance: No. The customer did not accept a resolution as the issue remains unresolved, and they are still experiencing problems with the ice maker.

  5. Customer Pain Point: Customer expressed frustration over the new fridge not functioning properly after just one week of use, particularly the inconvenience of not having ice.

  6. Notable Comments: Customer mentioned that they had read all available tutorials and attempted all suggested troubleshooting steps without success. They also indicated that their wife handled the purchase and registration of the fridge.

[Request]

CNU250613438417

RNU250613072981

Surname : FENG 07411001112 DUTA

Mobile Number : 02075907290 / 006598664832

Post Code : E14 0NY

1st Line of Address : Flat 105 Peppercorn Court 18 Blair Street LONDON, E14 0NY, GB

Email Address : fengzhanqing@126.com

Model # : FWMT85WE.ABWQPUK

Serial # :202PNAJ4Y624

DOP : 30/09/2022

Retailer : CUSTOM ELECTRONIC DESIGN LTD

[Customer Issues] APRIL WASHER DEXTER MANAGEMENT FROM THE OWNER APARTMENT

[Consultation contents]

AI Summary Recommendations

  1. Contact Reason: The customer is calling regarding a recurring issue with a washing machine that was previously repaired in April, which is now malfunctioning again, likely still under warranty.

  2. Customer Request: The customer seeks a follow-up repair appointment for the washing machine, asserting that the issue should be covered under warranty since it has reoccurred within a short time frame.

  3. Agent Solution: The agent confirmed the issue with the control panel and coordinated with the repair department to schedule another service visit. The agent documented the details and prepared for booking the repair appointment.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution of scheduling another repair visit for the washing machine.

  5. Customer Pain Point: The customer expressed frustration over the washing machine's recurring malfunction shortly after a repair, indicating dissatisfaction with the service quality and the inconvenience caused.

  6. Notable Comments: The customer mentioned that they manage the property for the owner and that the previous repair was conducted by a company called Dom X, which requires instructions from LG to proceed with further repairs.

[Request]

Surname :

Mobile Number :

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] 4DRAWER A ONE TALL FREEZER INTERGRATED A 102CM HIGH 54 WIDH

FREEZER

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is looking for an integrated freezer, specifically a tall model that is 102 cm high and 54 cm wide, with four drawers.

  2. Customer Request: Customer seeks information on availability and options for the specified freezer model.

  3. Agent Solution: Agent checked the inventory and confirmed that LG does not offer a standalone freezer matching the customer's specifications. The agent suggested checking with local retailers or other brands for availability of a similar product.

  4. Resolution Acceptance: No. The customer did not accept the solution as LG does not have the desired freezer model available.

  5. Customer Pain Point: Customer expressed frustration over the inability to find the specific freezer model they need, indicating a lack of options available from LG.

  6. Notable Comments: Customer clarified multiple times that they were only interested in a freezer, not a fridge-freezer combination, highlighting the importance of their specific requirements.

[Request]

Surname : ANDREWS

Mobile Number : 07554400103

Post Code : NN12 6QQ

1st Line of Address : 33 Clare Crescent, TOWCESTER, NN12 6QQ, GB

Email Address : paulandrews1906@live.com

Model # : GBB61DSJEN

Serial # : 201WRHNK5009

DOP : 18/02/2022

Retailer : JOHN LEWIS

[Customer Issues] LG FRIDGE FREEZER NOT COOLING LAST MONTH

THE UNIT IS ASKING FOR A RESET EVERYTIME FREEZER IS FINE HOWEVER THE FRIDGE IS NOT. -18, 3DEGREES NO BLOCING THE AIRVENTS OPENING THE DOOR WHEN THEY NEED TO GET SOMETHING RUBBER SEAL IF ALL FINE UNIT HAS ENOUGH VENTILATION IN THE MIDDLE OF THE ROOM PART Unplugged the appliance and lug it in again

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is experiencing issues with their LG fridge freezer, specifically that the fridge is not cooling while the freezer is functioning intermittently. The unit has been problematic for about a month.

  2. Customer Request: Customer seeks troubleshooting assistance and potentially a repair appointment due to the cooling issue with the fridge.

  3. Agent Solution: The agent gathered necessary information, including model and serial numbers, and confirmed the unit is out of warranty. The agent suggested two options: a chargeable repair for £176, which includes parts and labor, or contacting an authorized service center for further assistance.

  4. Resolution Acceptance: No. The customer indicated they would need to get back regarding the repair cost.

  5. Customer Pain Point: Customer expressed frustration over the fridge malfunctioning after only a year and the inconvenience of having to consider repair costs.

  6. Notable Comments: Customer mentioned that the fridge is located in the middle of the room and is not obstructed, and they have already attempted basic troubleshooting steps like adjusting temperature settings and unplugging the unit.

[Request]

CNU250307698049 CNU250613439292

Surname : COOPER

Mobile Number : 01274611346 / 07485730900

Post Code : BD10 8DF

1st Line of Address :Apartment 26 Jowett Court Highfield Road, BRADFORD, YORKSHIRE, BD10 8DF, GB

Email Address : joycooper635@gmail.com

Model # :

Serial # : 212PWQTLA508

DOP : 14/02/2023

Retailer : SONIC MEGASTORE / sonic direct

[Customer Issues]

washing machine not working 3days ago NO LIGHTS AT THE WASHER NOT WORKING AT ALL

panel doesn't have any visible damage nobody and disabled

No parking permit needed ned somone to check if the washer s plg in properly or on email [Consultation contents]

[Request]

CNU250613439695

Surname : GARTSIDE

Mobile Number : 07468413911

Post Code : L17 9PJ

1st Line of Address : 278A Aigburth Road, LIVERPOOL, L17 9PJ, GB

Email Address : billy.gartside@gmail.com

Model # : F2Y509WBLN1.ABWQPUK

Serial # : 502PNXLCA290

DOP : 06/06/2025

Retailer : CURRYS

[Customer Issues] REGISTER WASHER

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling to register his washing machine for an extended five-year warranty due to an error encountered while attempting to register online.

  2. Customer Request: Seeks assistance with the registration process for the warranty, as he is unable to complete it through the website.

  3. Agent Solution: Agent confirmed the customer's details, including name, contact information, and washing machine model and serial number. The agent created an account for the customer and began the registration process, ensuring all information was accurately documented.

  4. Resolution Acceptance: Yes. The customer accepted the agent's assistance and was cooperative throughout the registration process.

  5. Customer Pain Point: Customer expressed frustration with the online registration error, which hindered his ability to secure the warranty for his new washing machine.

  6. Notable Comments: Customer mentioned that he purchased the washing machine just seven days ago from Curry, indicating the urgency of completing the warranty registration promptly.

[Request]

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Surname : MOTARA

Mobile Number : 07852820280 / 07988291367

Post Code : BB1 5PW

1st Line of Address : 74 Warrington Street, BLACKBURN, LANCASHIRE, BB1 5PW, GB

Email Address : y_motara@hotmail.com

Model # : F4Y510GBLN1.AMBQPUK

Serial # : 311PNGX4W983

DOP : 28/01/2024

Retailer : LG SHOP

[Customer Issues] CNU250609398624 REPLACEMENT OF THE GASKET

why the engineer not move the machine

Price: £125.00 Customer advised about Parking Permits: Yes Telepresence: No Pay ID: [PAYMENT_TEAM_ADD_PAY_ID_HERE] Fault: Deformed gasket. Troubleshooting: N/A Repair Process: 0800 EMAIL: y_motara@hotmail.com Primary Contact Number: 07988291367 Second Contact Number: Smart Diagnosis Run: SDS No Smart Diagnosis Result: Additional Notes:

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

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling to inquire about the status of a case regarding a gasket replacement for their appliance, referencing a case number and expressing frustration over a lack of follow-up communication.

  2. Customer Request: Customer seeks clarification on whether the gasket was replaced during the engineer's visit, as the report provided is unclear about the work performed.

  3. Agent Solution: Agent confirmed they would check with the support team to obtain detailed information about the engineer's report and the specific work completed during the visit, including whether the gasket was replaced or just repaired.

  4. Resolution Acceptance: No. The customer did not accept a resolution yet as they are still awaiting confirmation on the details of the service performed.

  5. Customer Pain Point: Customer is frustrated by the ambiguity in the engineer's report and the lack of communication regarding the status of their case, especially after paying for the gasket replacement.

  6. Notable Comments: Customer mentioned they paid £125 for the gasket replacement and expressed concern over the clarity of the report, indicating a need for better communication regarding service details.

[Request]

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Surname : TANG / ZHAND

Mobile Number : 07789710184

Post Code : SM3 8BS

1st Line of Address :Treganna Parkside, SUTTON, SM3 8BS, GB

Email Address : tsp0008@icloud.com

Model # : F4WV917WTSE

Serial # : 103PNAJ7D776

DOP :

Retailer :

[Customer Issues] washer 3yrs ago CHECKED THE PIPES IF ITS BLOCKED ITS NOT FILTER SMALL PLASTICS IN IT NO PROBLEM WITH ELECTRICS NO ERROR CODES SWITCH OFF AND ON NO NOISE AND VIBRATION NO LIGHTS AT ALL PANEL DOESN'T HAVE VISIBLE DAMAGE IN A SAFE PLACE WASHER IS PLUG IN DIRECTLY PLUGGED IN THE WALL OUTLET

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: The customer is calling because their washing machine, purchased three years ago, has stopped working and shows no signs of power or functionality after a recent wash cycle.

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

  3. Agent Solution: The agent guided the customer through troubleshooting steps, including checking the power connection, ensuring the machine was plugged in, and verifying there were no visible damages. The agent also created an account for the customer to facilitate further assistance and requested the serial number for service records.

  4. Resolution Acceptance: No. The customer did not accept a proposed solution as the issue remained unresolved, and they were still experiencing power problems with the washing machine.

  5. Customer Pain Point: The customer expressed frustration over the washing machine's sudden failure, especially since it had been functioning well prior to the incident. They also mentioned the inconvenience caused by not being able to do laundry.

  6. Notable Comments: The customer indicated this was their first time contacting LG for support, highlighting their previous satisfaction with the product. They also mentioned difficulty recalling the exact purchase date and expressed uncertainty about the warranty status.

[Request] LOVELY OLDIE WOMEN

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Surname : PARR

Mobile Number :

Post Code : PR3 1UU

1st Line of Address : Woodacre Farm Bleasdale PRESTON, PR3 1UU, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] washer KNOCKING NOISE IN SPIN CYCLE

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling regarding a faulty washing machine that makes a loud knocking noise during the spin cycle and has metallic debris underneath it.

  2. Customer Request: Customer seeks assistance with uploading a video of the issue for validation by technical experts, as previous attempts to upload were unsuccessful.

  3. Agent Solution: Agent advised the customer to shorten the video to 10-15 seconds to meet upload requirements. The agent suggested using a video editing app on the customer's phone to trim the video and offered guidance on how to do this.

  4. Resolution Acceptance: Yes. The customer accepted the solution and agreed to attempt editing the video for submission.

  5. Customer Pain Point: Customer expressed frustration with the inability to upload the video and the ongoing issue with the washing machine, which has disrupted their laundry routine.

  6. Notable Comments: Customer mentioned previous communication with another colleague and referenced a customer reference number for tracking the issue.

[Request] DOCUMENT

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Surname : AKIB

Mobile Number : 07459164395

Post Code : WS3 5DD

1st Line of Address :2 Wilners View, WALSALL, WS3 5DD, GB

Email Address :

Model # : FWY706GBTN1.AMBQPUK

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER TORN CLOTHES NOT DRAINING NOT DRYING DECEMBER NO DAMAGE ON THE DRUM AND CLOTHES AND CARDIGAN PROPER LEVELED UNPLUGG AND PLUG IN EMPTY CYCLE NOT DRAIN

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling to complain about ongoing issues with their washer-dryer combo, specifically that it is not drying clothes properly and is causing damage to them. The problem has persisted since October of the previous year.

  2. Customer Request: Customer seeks a resolution for the malfunctioning dryer, expressing frustration and requesting either a repair or replacement of the unit.

  3. Agent Solution: The agent reviewed the customer's account and noted previous service visits. They suggested cleaning the filter, which has been reported as blocked with fluff, and advised the customer to provide proof of the machine's condition (e.g., a video) before scheduling another service visit. The agent emphasized that the issue might be due to maintenance rather than a fault with the machine.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution, expressing dissatisfaction with the ongoing issues and the need to clean the machine again.

  5. Customer Pain Point: Customer is frustrated with the repeated issues and the inconvenience of having a malfunctioning dryer, especially since it has been a problem for several months. They feel that the machine is not performing as expected for its price.

  6. Notable Comments: Customer mentioned that they rely on the dryer daily and are considering switching to a non-dryer model due to the ongoing issues. They expressed a strong desire for a resolution, indicating that they have already cleaned the filter multiple times without success.

[Request]

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Surname : JOANNE KEELING

Mobile Number : 07710757008

Post Code : BH12 5HE

1st Line of Address : 14 Isaacs Close, POOLE, DORSET, BH12 5HE, GB

Email Address : jskeeling@icloud.com

Model # : GSXE90BSDD.ABSQLGU

Serial # : 501TREWJ7420

DOP : 01/06/2025 01:19PM DELIVERED 07/06/2025

Retailer : LG WEBSITE

[Customer Issues] 8000507957 ORDER NUMBER FRIDGE FREEZER DOOR DENTS THIS SATURDAY

ACQ30533216

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer called regarding a newly delivered fridge freezer with a dent in one of the doors, which was noticed after the delivery team left it in the garage due to access issues.

  2. Customer Request: Customer seeks assistance in resolving the dent issue, expressing concern about proving the damage occurred during delivery and requesting a replacement or repair.

  3. Agent Solution: Agent verified the customer's order and account details, assisted in locating the model and serial numbers, and confirmed that the case would be documented as damage on delivery. The agent informed the customer that the resolutions team would follow up via email within one to two business days.

  4. Resolution Acceptance: Yes. The customer accepted the agent's proposed solution and appreciated the documentation of the damage.

  5. Customer Pain Point: Customer expressed frustration over the delivery process, particularly the inability of the delivery team to remove the doors for proper entry, leading to the discovery of the dent only after the fridge was moved.

  6. Notable Comments: Customer shared their background as a former police officer, indicating a tendency to worry about proving the damage was not caused by them. They also mentioned the urgency of the situation due to the fridge being in the garage and not accessible for use.

[Request] CUTIE CUSTOMER