_________________________________________ CNU250905215763 Surname : YAMAN Mobile Number : 07840375373 Post Code : E10 5EL 1st Line of Address : Flat 5 Lion & Key House 475-477 High Road Leyton, LONDON, E10 5EL, GB Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] WASHER Please put that we need to know the ETA of the order parts. [Consultation contents] [AI Summary] [Contact Reason] - Inquiry about washing machine repair status. Customer reports previous visit by engineer who could not complete the job due to missing parts. [Product Symptom] - N/A - Non-technical inquiry [Agent Solutions] 1. Check Repair Status: Agent checked the last repair details and confirmed the engineer's visit. 2. Coordinate with Repair Department: Agent attempted to coordinate with the repair department for updates on the required parts. [Final Resolution] - Awaiting update from repair department regarding parts and scheduling for completion of repair. [Service Notes] - Last engineer visit was on Tuesday at 03:00. Parts were needed to complete the repair. [Executive Summary] The customer contacted support regarding the status of a washing machine repair that was incomplete due to missing parts. The agent confirmed the last engineer visit occurred on Tuesday and attempted to coordinate with the repair department for updates. The next steps involve waiting for information on the required parts and scheduling the repair completion. [AI Summary] [Contact Reason] - Inquiry regarding the status of a washing machine repair. Customer reports that the engineer could not complete the job due to missing parts and has not received updates. [Product Symptom] - Symptom: Washing machine repair incomplete due to missing parts. - Timeline/Duration: Engineer visited on Tuesday at 3:00 PM. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Previous visit by engineer, parts ordered but not yet received. [Agent Solutions] 1. Check Repair Status: Agent coordinated with the repair department to check for updates on the ordered parts. 2. Confirm Engineer Visit: Agent confirmed the engineer's visit on Tuesday and noted that parts were needed for the repair. 3. Update on Parts: Agent informed the customer that the repair department is still waiting for updates from the engineers regarding the estimated arrival of the ordered parts. 4. Communication Assurance: Agent assured the customer that they would receive updates via SMS or email once the parts arrive and that the engineer would contact them for the next visit. [Final Resolution] - Customer to wait for updates from the repair department regarding the arrival of parts and scheduling of the next service visit. [Service Notes] - N/A [Executive Summary] The customer contacted support regarding an incomplete washing machine repair due to missing parts. The agent coordinated with the repair department and confirmed that the engineer visited on Tuesday but could not complete the job. The agent informed the customer that they are still waiting for updates on the parts and assured that they would receive notifications via SMS or email once the parts arrive. The customer was advised to wait for further communication from the engineer regarding the next service visit. [Request] WILL TAG TO SDS CALLBACK _________________________________________ _________________________________________ CNU250905215573 Surname : MAGALHAES Mobile Number : 07984186061 Post Code : TW7 4DP 1st Line of Address : 6 Crawford Close, ISLEWORTH, TW7 4DP, GB Email Address : mciana@aol.com Model # : F4C510WBTN1.ABWQPUK Serial # : 501PWRJMQ782 DOP : 02/02/2025 Retailer : CURRYS [Customer Issues] Leakage underneath 2 weeks ago Unit is properly leveled. Inlet and outlet hose doesn't have visible damaged. Drain hose doesn't have any blockage and still draining properly. Cleaned the filter. Gasket doesn't have any visible damage or tears. Issue persists. Parking permit needed. [Consultation contents] [AI Summary] [Contact Reason] - Customer reports water escaping from washing machine. [Product Symptom] * Symptom: Water leaking from the bottom of the washing machine. * Timeline/Duration: Started two weeks ago. * Environment: Not Specified. * Self-troubleshooting: Customer's husband attempted to tighten connections. * History: Purchased in February 2025. [Agent Solutions] 1. Verify Leveling: Confirmed the unit is properly leveled on a flat surface. 2. Inspect Inlet Hose: No visible damage or tears reported on the inlet hose. 3. Check Drainage: Confirmed the unit is draining properly with no blockages. 4. Filter Cleaning: Customer cleans the filter monthly; last cleaned two days ago. 5. Inspect Door Gasket: No visible damage or tears reported on the door gasket. 6. Create Account: Agent created an account for the customer for further assistance. 7. Collect Customer Information: Gathered surname, mobile number, postcode, and email address for account setup. 8. Confirm Serial and Model Number: Attempted to verify serial and model numbers; customer provided partial information. [Final Resolution] - Customer advised to take a short video or photo of the leakage for further assessment. [Service Notes] - Parking permit needed for service visit. [Executive Summary] The customer contacted support regarding water leaking from the washing machine, which started two weeks ago. The agent performed several troubleshooting steps, confirming the unit is leveled, the inlet hose is intact, and drainage is functioning properly. An account was created for the customer, and they were advised to document the leakage with a video or photo for further evaluation. A parking permit is required for the service visit. [AI Summary] [Contact Reason] - Customer experiencing water leakage from washing machine. [Product Symptom] * Symptom: Water escaping from the bottom of the washing machine. * Timeline/Duration: Started two weeks ago. * Environment: Not Specified. * Self-troubleshooting: Customer's husband tightened some parts; issue persists. * History: Purchased in February 2025; under warranty. [Agent Solutions] 1. Initial Inquiry: Asked about the start of the issue and confirmed it began two weeks ago. 2. Level Check: Confirmed the unit is properly leveled on a flat surface. 3. Inlet Hose Inspection: Checked for visible damage to the inlet hose; none found. 4. Drainage Check: Confirmed the unit drains properly with no blockages. 5. Filter Cleaning: Customer reported cleaning the filter monthly; last cleaned two days ago. 6. Door Gasket Inspection: Confirmed no visible damage to the door gasket. 7. Account Creation: Created an account for the customer for further assistance. 8. Serial Number Request: Requested the serial number; customer provided partial information. 9. Model Number Confirmation: Customer provided model number for documentation. 10. Video Request: Requested a video of the leakage for documentation; customer declined. 11. Case Number Provided: Provided a case number for tracking. 12. Repair Scheduling: Scheduled a repair visit for Monday; customer agreed to send serial number via SMS. [Final Resolution] - Repair visit scheduled for Monday. Customer to send serial number via SMS. [Service Notes] - N/A [Executive Summary] Customer reported water leakage from the washing machine, which started two weeks ago. The agent performed several troubleshooting steps, confirming the unit is leveled, drains properly, and has no visible damage to key components. An account was created for the customer, and a repair visit was scheduled for Monday. The customer agreed to send the serial number via SMS for documentation. [Request] BOOKING AND TAG TO WG TEMP CNU250905215090 Surname : WEST Mobile Number : 07505010058 Post Code : CV1 2AD 1st Line of Address : Email Address : davoodoo33@gmail.com Model # : FWY696WWLN1.ABWQPUK Serial # : 310PNMH0H411 DOP : 29/12/2023 Retailer : CURRYS [Customer Issues] DRYING SMOKE FEW WEEKS AGO WASH FUNCTION IS OKAY HOWEVER THE DRY FUNCTION IS CAUSING SMOKE No damage to any clothes. No clothes got jammed in the door and gasket. Turned the drum by hand and it moves freely. No other appliance that is plug in to the same wall outlet. No parking permit needed. Kitchen Customer has a care plan from Currys Currys installer 2 weeks ago Customer wants a repair or a replacement [Consultation contents] [AI Summary] [Contact Reason] - Customer experiencing smoke from the washing machine during the tumble function. [Product Symptom] * Symptom: Smoke emitted from the back of the washing machine during the tumble function. Wash function operates normally. * Timeline/Duration: Issue started a few weeks ago. * Environment: Not Specified. * Self-troubleshooting: Customer's wife checked for clothes jammed in the drum; none found. * History: Purchased in January 2023 from a specific retailer. [Agent Solutions] 1. Initial Inquiry: Agent asked about the start of the issue and confirmed smoke during the tumble function. 2. Damage Assessment: Agent inquired about any damage caused by smoke; customer confirmed no damage to clothes or surroundings. 3. Drum Check: Agent asked if the drum could be turned by hand; customer confirmed it moves freely. 4. Outlet Check: Agent confirmed no other appliances plugged into the same outlet as the washing machine. 5. Account Creation: Agent created an account for the customer to assist with the repair query. 6. Information Gathering: Agent collected customer’s personal details for account setup, including name, mobile number, postcode, and email address. 7. Serial Number Inquiry: Agent requested the serial number; customer unable to provide immediately due to recent eye operation. 8. Purchase Information: Agent confirmed the purchase date and location from the customer. [Final Resolution] - Agent will request a photo of the serial sticker and proof of purchase for account documentation. Repair service will be scheduled once information is received. [Service Notes] - Customer had an eye operation recently, which may affect their ability to provide certain information immediately. [Executive Summary] The customer reported smoke coming from the washing machine during the tumble function, while the wash function remains operational. The agent conducted a series of inquiries to assess the situation, confirming no damage occurred and that the drum moves freely. An account was created for the customer, and personal details were collected for further assistance. The agent will request a photo of the serial number and proof of purchase to proceed with scheduling a repair service. [AI Summary] [Contact Reason] - Customer experiencing smoke from the back of the LG washing machine during the tumble function. [Product Symptom] * Symptom: Smoke emitted from the back of the washing machine during the tumble function. Wash function operates normally. * Timeline/Duration: Issue started a few weeks ago; customer has not used the tumble function since. * Environment: Located in the kitchen. * Self-troubleshooting: Customer checked for clothes jammed in the drum and confirmed none were present. * History: Purchased in January 2023; under manufacturer's warranty and has a care plan with the retailer. [Agent Solutions] 1. Initial Inquiry: Agent confirmed the issue of smoke during the tumble function and noted that the wash function is fine. 2. Damage Assessment: Agent asked if there was any damage to clothes or property; customer confirmed no damage occurred. 3. Drum Check: Agent inquired if the drum could be turned by hand; customer confirmed it moves freely. 4. Outlet Check: Agent confirmed no other appliances are plugged into the same outlet as the washing machine. 5. Account Creation: Agent created an account for the customer to assist with the repair process. 6. Serial Number Inquiry: Agent requested the serial number; customer unable to provide it immediately due to an eye operation. 7. Documentation: Agent documented the purchase date, location, and care plan details. 8. Repair Request: Customer requested repair or replacement; agent noted this for further action. 9. Photo Request: Agent requested photos of the serial number and proof of purchase to proceed with the repair. 10. Repair Scheduling: Agent informed customer that the repair department would contact them after receiving the photos. [Final Resolution] - Customer to send photos of the serial number and proof of purchase. Repair department will be contacted for scheduling. Engineer will reach out for the exact date of visit. [Service Notes] - Customer has a care plan with the retailer. No damage to property or clothes reported. [Executive Summary] The customer reported smoke from the back of the LG washing machine during the tumble function, while the wash function remains operational. The agent confirmed the issue, assessed for damage, and documented the customer's account details. The customer was unable to provide the serial number immediately but agreed to send photos later. The agent scheduled the repair process, informing the customer that the repair department would contact them after receiving the necessary documentation. The customer has a care plan with the retailer, and no property damage was reported. [Request] HAVE THE SERIAL STICKER STILL WAITING FOR POP WILL BOOK AND TAG TO WG TEMP PL FORM _________________________________________ _________________________________________ CNU250905213707 RNU250905083611 Surname : RUSSELL Mobile Number : 07850886889 / 07568108294 Post Code : CO4 6ES 1st Line of Address : 8 TRANQUILITY GROVE, COLCHESTER, CO4 6ES, GB Email Address : adamsimonrussell@gmail.com Model # : GSX960MCCZ.AMCQLGU Serial # : 107TRYD0S746 DOP : 13/12/2021 Retailer : AO RETAIL LTD C/O EXPERT 360 [Customer Issues] Water is dispensing. Pressed the test button and the motor works. Cleaned and removed the ice in the bucket. Ice is not frozen together. Gasket doesn't have any visible damage. Issue persists. No parking permit needed. RNU250905083611 [Consultation contents] [AI Summary] [Contact Reason] - Customer experiencing issues with ice maker on fridge freezer. Requested to arrange an out-of-warranty fixed price repair. [Product Symptom] * Symptom: Ice maker creating ice but not dispensing it. Ice bucket fills, but mechanism to dispense ice is not functioning. * Timeline/Duration: Issue ongoing; customer has contacted support multiple times over several days. * Environment: Not Specified. * Self-troubleshooting: Customer has emptied the ice bucket and attempted to reset the ice maker. * History: Unit purchased in 2021, out of warranty. [Agent Solutions] 1. Verify Repair Status: Agent confirmed the unit is out of warranty and a chargeable repair is necessary. 2. Discuss Repair Costs: Agent informed customer of the fixed price repair cost of £239, covering parts and labor. 3. Explain Refund Policy: Agent explained potential partial refund if only the compressor is faulty; no refund if other parts are defective. 4. Document Customer's Issue: Agent asked questions to document the ice maker's functionality and confirmed the ice is not dispensing. 5. Confirm Customer Details: Agent verified customer's email and alternate contact number for the engineer. 6. Initiate Repair Booking: Agent began the process to book the repair after confirming payment details. [Final Resolution] - Repair booking initiated. Engineer will contact customer within two business days for service scheduling. [Service Notes] - Customer has previously provided troubleshooting steps to other agents. Important to note customer's frustration with repeated questioning. [Executive Summary] The customer reported an issue with the ice maker on their fridge freezer, specifically that while it produces ice, it does not dispense it. After confirming the unit is out of warranty, the agent discussed the chargeable repair cost and potential refund policy. The agent documented the customer's issue and verified contact details before initiating the repair booking process. The engineer is expected to reach out within two business days to schedule the service. [AI Summary] [Contact Reason] - Customer inquired about arranging an out-of-warranty fixed price repair for a fridge freezer ice maker issue. Customer expressed concern about not receiving a follow-up call as promised. [Product Symptom] - Symptom: Ice maker not functioning properly. - Timeline/Duration: Customer mentioned the issue and previous contact occurred on Wednesday; current contact is on Friday. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Unit purchased in 2021 from AO; out of warranty. [Agent Solutions] 1. Account Verification: Checked customer account details and confirmed the unit is out of warranty. 2. Repair Cost Explanation: Informed customer of the chargeable repair cost of £239, covering parts and labor. 3. Refund Policy Clarification: Explained refund policy regarding the compressor and other faulty parts. [Final Resolution] - Customer agreed to proceed with the chargeable repair. Agent clarified refund conditions based on the engineer's findings. [Service Notes] - N/A [Executive Summary] The customer contacted regarding an ice maker issue with their fridge freezer and expressed frustration over a lack of follow-up communication. The agent verified the customer's account, confirmed the unit is out of warranty, and explained the chargeable repair cost of £239. The agent also clarified the refund policy depending on the findings of the repair. The customer agreed to proceed with the repair under the outlined terms. [Request] DONE BOOKING WILL SEND THE RNU _________________________________________ CNU250905214110 Surname : FITZGERALD Mobile Number : 07535649291 Post Code : NR33 0RJ 1st Line of Address : 26 Beaconsfield Road, LOWESTOFT, NR33 0RJ, GB Email Address : kp.fitzgerald@btinternet.com Model # : Serial # : 408PNTNF7912 DOP : Retailer : CURRYS [Customer Issues] WASHER ENGINEER LAST VISIT WAS JUST YESTERDAY Motor Error Recall job. No parking permit needed. Customer is requesting for the soonest appointment for this repair since the issue still persists. Customer let the appliance cooled down for 1hr a couple of times. Unplugged and plug in. Engineer last visit was just yesterday 04/09/2025 and replaced some parts. However when customer wife tried to do a wash today 05/09/2025 the issue still persists. [Consultation contents] [AI Summary] [Contact Reason] - Customer reports recurring error code on washing machine after recent repair. Requests urgent follow-up service. [Product Symptom] * Symptom: Error code indicating water error persists after parts replacement. * Timeline/Duration: Issue reoccurred after the last repair visit, which was yesterday. * Environment: Not Specified. * Self-troubleshooting: Not Specified. * History: Recent repair completed on September 4; parts were changed during the last visit. [Agent Solutions] 1. Verify Customer Information: Confirmed customer's surname and address for service record. 2. Check Repair History: Reviewed previous service visit details and noted the error code issue. 3. Coordinate with Department: Contacted relevant department to arrange for another engineer's visit due to persistent issue. 4. Schedule Follow-up Visit: Documented request for urgent rebooking of service due to ongoing malfunction. [Final Resolution] - Scheduled another engineer's visit for washing machine repair. Urgent request noted for quick service. [Service Notes] - Customer unable to use washing machine due to recurring error. Previous repair was recent, indicating potential unresolved issue. [Executive Summary] The customer contacted support regarding a recurring error code on their washing machine, which reappeared after a recent repair. The agent verified the customer's information and checked the repair history, confirming the issue persisted despite parts being replaced. The agent coordinated with the relevant department to schedule another engineer's visit, emphasizing the urgency of the situation. The follow-up service was successfully arranged to address the ongoing malfunction. [AI Summary] [Contact Reason] - Customer experiencing recurring error code on washing machine after recent repair. [Product Symptom] * Symptom: Error code indicating water error persists after parts replacement. * Timeline/Duration: Issue occurred again after repair on September 4; reported by customer’s wife after use. * Environment: Not Specified. * Self-troubleshooting: Unplugged the machine, checked for obstructions inside. * History: Recent repair performed on September 4; parts changed during last visit. [Agent Solutions] 1. Verify Customer Information: Confirmed customer’s surname and address for service record. 2. Check Repair History: Reviewed previous service visit details and confirmed error code issue. 3. Coordinate with Department: Agent coordinated with the repair department for scheduling another visit. 4. Book Engineer Visit: Scheduled another engineer's visit due to persistent issue; requested for the soonest appointment. 5. Document Reference Number: Informed customer that a reference number will be sent via SMS after the call. [Final Resolution] - Engineer visit scheduled for washing machine repair; reference number to be sent via SMS. [Service Notes] - Customer has been experiencing repeated issues with the washing machine; urgency expressed for a quick resolution. [Executive Summary] The customer reported a recurring error code on their washing machine after a recent repair on September 4. The agent verified the customer's information and checked the repair history, confirming the issue persisted despite previous parts replacement. The agent coordinated with the repair department to schedule another engineer's visit as soon as possible. A reference number will be sent to the customer via SMS following the call. [Request] DONE BOOKING AND SMS TASK _________________________________________ Surname : ATWELL Mobile Number : 01865558934 Post Code : OX2 8BZ 1st Line of Address : 352A Woodstock Road, OXFORD, OX2 8BZ, GB Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] Note: Customer will ring the John Lewis to get an answer on their end because customer cannot provide us the invoice of the unit. If she ring us back to provide the pop please assists with the registration first for it to cover the repair. Closing this case now. [Consultation contents] [AI Summary] [Contact Reason] - Customer inquiring about warranty registration and repair for washing machine. [Product Symptom] * Symptom: Washing machine starts and then stops itself, displaying an error code "EE." * Timeline/Duration: Not Specified. * Environment: Not Specified. * Self-troubleshooting: Not Specified. * History: Customer has a two-year guarantee that finished in October 2024. Paid for the machine, which is not yet three years old. [Agent Solutions] 1. Verify Case Number: Agent confirmed the case number and requested postal code for verification. 2. Check Warranty Status: Agent confirmed a five-year guarantee on the case but noted missing invoice details. 3. Request Invoice: Agent explained the need for the actual invoice from John Lewis to proceed with warranty registration and repair. 4. Clarify Order Details: Agent communicated that the provided order details are insufficient for warranty registration. 5. Suggest Contacting Retailer: Agent advised customer to contact John Lewis for the invoice. [Final Resolution] - Customer to contact John Lewis for the invoice to proceed with warranty registration and repair. [Service Notes] - Customer expressed urgency for washing machine repair. [Executive Summary] The customer contacted support regarding warranty registration and repair for a washing machine that starts and stops, displaying an "EE" error code. The agent verified the case number and warranty status but indicated that the customer needed to provide the actual invoice from John Lewis for warranty registration. The customer was advised to contact John Lewis to obtain the necessary documentation. The customer emphasized the urgency of the situation as the washing machine is not functioning properly. [AI Summary] [Contact Reason] - Customer inquiring about warranty and repair process for washing machine. [Product Symptom] * Symptom: Washing machine starts and then stops itself, displaying an error code. * Timeline/Duration: Not Specified. * Environment: Not Specified. * Self-troubleshooting: Customer has contacted John Lewis for assistance. * History: Customer has a two-year guarantee that recently finished; machine is not yet three years old. [Agent Solutions] 1. Verify Case Number: Agent confirmed the case number and customer details. 2. Check Warranty Status: Agent noted the five-year guarantee on the unit. 3. Review Submitted Photos: Agent reviewed photos submitted by the customer but confirmed they were not sufficient for warranty processing. 4. Request Invoice: Agent explained the need for the original invoice from John Lewis to proceed with warranty registration and repair. 5. Clarify Order Details: Agent attempted to clarify the difference between order details and the required invoice. 6. Suggest Contacting John Lewis: Agent advised the customer to contact John Lewis for the main invoice to facilitate the warranty claim. [Final Resolution] - Customer advised to obtain the main invoice from John Lewis for warranty registration. Agent confirmed that without the invoice, repair cannot proceed. [Service Notes] - Customer expressed frustration with the warranty process and lack of communication. Customer has a plumber available for physical repairs but requires assistance with the machine's computer issue. [Executive Summary] The customer contacted support regarding a washing machine that starts and stops unexpectedly, displaying an error code. The agent confirmed the warranty status and reviewed submitted documentation but indicated that the order details provided were insufficient for warranty processing. The agent requested the original invoice from John Lewis to proceed with the repair. The customer expressed frustration with the process and indicated they would contact John Lewis for further assistance. The next steps involve the customer obtaining the necessary invoice to facilitate the warranty claim. [Request] DONE _________________________________________ CNU250905214558 Surname : STEPHEN DUFF Mobile Number : 0868790287 Post Code : A85 CK75 1st Line of Address : 68 WOODLANDS, RATOATH, CO. MEATH, A85 CK75, IE Email Address : rightfduff@hotmail.com Model # : GSXV90BSAE.ABSQLGU Serial # : 202TRRC04102 DOP : 14/07/2022 Retailer : HARVEY NORMAN CORK [Customer Issues] FRIDGE EE ERROR Note: Customer is from Ireland however the unit is already out of warranty and we cannot offer a chargeable repair. Agent provided Service Care Number so he can coordinate the problem of his fridge that has an FF Error code. If the customer will ring us back to get the reimbursement for the compressor part please assists. Thank you. [Consultation contents] [AI Summary] [Contact Reason] - Customer experiencing an error code on fridge freezer. Requesting repair service due to online issues with postcode validation. [Product Symptom] * Symptom: Error code displayed as EE, indicating a fan motor error in the freezer section. * Timeline/Duration: Not Specified. * Environment: Not Specified. * Self-troubleshooting: Not Specified. * History: Purchased on 14 July 2022, out of warranty. [Agent Solutions] 1. Account Creation: Attempted to create an account for the customer to assist with repair request. 2. Serial Number Verification: Requested and verified the serial number provided by the customer. 3. Information Gathering: Collected customer details including surname, mobile number, postcode, and address. 4. Warranty Check: Informed customer that the unit is out of warranty but checked for any extended warranty on the fan motor. 5. Error Code Clarification: Clarified the error code as SF instead of EE after customer correction. [Final Resolution] - Repair service request initiated. Customer informed about warranty status. Further assistance to be provided based on error code clarification. [Service Notes] - Customer purchased unit from Harvey Norman. Error code indicates potential fan motor issue. [Executive Summary] The customer contacted support regarding an error code on their fridge freezer, indicating a fan motor issue. The agent attempted to create an account for the customer and gathered necessary information for the repair request. The customer was informed that the unit is out of warranty, but the agent checked for any extended warranty on the fan motor. The error code was clarified as SF after the customer corrected the initial EE error. The repair service request was initiated, and further assistance will be provided based on the clarified error code. [AI Summary] [Contact Reason] - Customer experiencing an error code on fridge freezer. Requesting repair service due to online issues with postcode validation. [Product Symptom] * Symptom: Error code "EE" indicating a fan motor error in the freezer section. * Timeline/Duration: Not Specified. * Environment: Not Specified. * Self-troubleshooting: Not Specified. * History: Purchased on 14 July 2022, out of warranty. [Agent Solutions] 1. Account Creation: Attempted to create an account for the customer to assist with repair request. 2. Serial Number Verification: Requested and verified the serial number provided by the customer. 3. Error Code Clarification: Confirmed the error code as "EE" and clarified it might be "SF" instead. 4. Warranty Information: Explained that the unit is out of warranty, but the fan motor may have a 10-year guarantee. 5. Repair Coordination: Offered to provide contact details for an authorized service center for repair coordination. 6. Contact Information Provided: Shared contact details for Service Care Ireland for further assistance. [Final Resolution] - Provided contact information for authorized service center. Advised customer to gather necessary documentation for potential warranty claim on compressor if found faulty. [Service Notes] - Customer's unit is out of warranty. Clarified 10-year guarantee applies only to the compressor. Customer needs to provide proof of purchase and engineer's report for warranty claims. [Executive Summary] The customer contacted support regarding an error code "EE" on their fridge freezer, indicating a fan motor issue. The agent attempted to create an account and verified the serial number. The customer was informed that the unit is out of warranty, but the fan motor may have a 10-year guarantee. The agent provided contact details for an authorized service center for further assistance and advised the customer on necessary documentation for warranty claims. [Request] DONE DOCU AND TASK _________________________________________ CNU250905215090 Surname : WEST Mobile Number : 07505010058 Post Code : CV1 2AD 1st Line of Address : Email Address : davoodoo33@gmail.com Model # : FWY696WWLN1.ABWQPUK Serial # : 310PNMH0H411 DOP : 29/12/2023 Retailer : CURRYS [Customer Issues] DRYING SMOKE FEW WEEKS AGO WASH FUNCTION IS OKAY HOWEVER THE DRY FUNCTION IS CAUSING SMOKE No damage to any clothes. No clothes got jammed in the door and gasket. Turned the drum by hand and it moves freely. No other appliance that is plug in to the same wall outlet. No parking permit needed. Kitchen Customer has a care plan from Currys Currys installer 2 weeks ago Customer wants a repair or a replacement [Consultation contents] [AI Summary] [Contact Reason] - Customer experiencing smoke from the washing machine during the tumble function. [Product Symptom] * Symptom: Smoke emitted from the back of the washing machine during the tumble function. Wash function operates normally. * Timeline/Duration: Issue started a few weeks ago. * Environment: Not Specified. * Self-troubleshooting: Customer's wife checked for clothes jammed in the drum; none found. * History: Purchased in January 2023 from a specific retailer. [Agent Solutions] 1. Initial Inquiry: Agent asked about the start of the issue and confirmed smoke during the tumble function. 2. Damage Assessment: Agent inquired about any damage caused by smoke; customer confirmed no damage to clothes or surroundings. 3. Drum Check: Agent asked if the drum could be turned by hand; customer confirmed it moves freely. 4. Outlet Check: Agent confirmed no other appliances plugged into the same outlet as the washing machine. 5. Account Creation: Agent created an account for the customer to assist with the repair query. 6. Information Gathering: Agent collected customer’s personal details for account setup, including name, mobile number, postcode, and email address. 7. Serial Number Inquiry: Agent requested the serial number; customer unable to provide immediately due to recent eye operation. 8. Purchase Information: Agent confirmed the purchase date and location from the customer. [Final Resolution] - Agent will request a photo of the serial sticker and proof of purchase for account documentation. Repair service will be scheduled once information is received. [Service Notes] - Customer had an eye operation recently, which may affect their ability to provide certain information immediately. [Executive Summary] The customer reported smoke coming from the washing machine during the tumble function, while the wash function remains operational. The agent conducted a series of inquiries to assess the situation, confirming no damage occurred and that the drum moves freely. An account was created for the customer, and personal details were collected for further assistance. The agent will request a photo of the serial number and proof of purchase to proceed with scheduling a repair service. [AI Summary] [Contact Reason] - Customer experiencing smoke from the back of the LG washing machine during the tumble function. [Product Symptom] * Symptom: Smoke emitted from the back of the washing machine during the tumble function. Wash function operates normally. * Timeline/Duration: Issue started a few weeks ago; customer has not used the tumble function since. * Environment: Located in the kitchen. * Self-troubleshooting: Customer checked for clothes jammed in the drum and confirmed none were present. * History: Purchased in January 2023; under manufacturer's warranty and has a care plan with the retailer. [Agent Solutions] 1. Initial Inquiry: Agent confirmed the issue of smoke during the tumble function and noted that the wash function is fine. 2. Damage Assessment: Agent asked if there was any damage to clothes or property; customer confirmed no damage occurred. 3. Drum Check: Agent inquired if the drum could be turned by hand; customer confirmed it moves freely. 4. Outlet Check: Agent confirmed no other appliances are plugged into the same outlet as the washing machine. 5. Account Creation: Agent created an account for the customer to assist with the repair process. 6. Serial Number Inquiry: Agent requested the serial number; customer unable to provide it immediately due to an eye operation. 7. Documentation: Agent documented the purchase date, location, and care plan details. 8. Repair Request: Customer requested repair or replacement; agent noted this for further action. 9. Photo Request: Agent requested photos of the serial number and proof of purchase to proceed with the repair. 10. Repair Scheduling: Agent informed customer that the repair department would contact them after receiving the photos. [Final Resolution] - Customer to send photos of the serial number and proof of purchase. Repair department will be contacted for scheduling. Engineer will reach out for the exact date of visit. [Service Notes] - Customer has a care plan with the retailer. No damage to property or clothes reported. [Executive Summary] The customer reported smoke from the back of the LG washing machine during the tumble function, while the wash function remains operational. The agent confirmed the issue, assessed for damage, and documented the customer's account details. The customer was unable to provide the serial number immediately but agreed to send photos later. The agent scheduled the repair process, informing the customer that the repair department would contact them after receiving the necessary documentation. The customer has a care plan with the retailer, and no property damage was reported. [Request] HAVE THE SERIAL STICKER STILL WAITING FOR POP WILL BOOK AND TAG TO WG TEMP PL FORM _________________________________________ Surname : Mobile Number : 07772654383 - CUSTOMER / 07934199879 - RETAILER NUMBER Post Code : 1st Line of Address : Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] david sonic megastore [Consultation contents] [AI Summary] [Contact Reason] - Customer inquiring about registration status of LG fridge freezer. [Product Symptom] - N/A - Non-technical inquiry [Agent Solutions] 1. Check Registration: Agent checked the registration status for the LG fridge freezer. 2. Request Serial Number: Agent requested the serial number for the unit to assist further. 3. Customer Provided Information: Customer attempted to provide the serial number but it was unclear. 4. Clarification on Registration: Agent informed that the customer can register the unit verbally if needed. [Final Resolution] - Customer advised to have the customer register the unit verbally. No further troubleshooting steps taken. [Service Notes] - N/A [Executive Summary] The customer contacted support to check the registration status of an LG fridge freezer. The agent attempted to verify the registration but required the serial number, which the customer struggled to provide clearly. The agent informed the customer that registration could be completed verbally if necessary. No further troubleshooting was performed, and the customer was advised on the next steps. [Request] RETAILER END THE CALL _________________________________________ CNU250905215573 Surname : MAGALHAES Mobile Number : 07984186061 Post Code : TW7 4DP 1st Line of Address : 6 Crawford Close, ISLEWORTH, TW7 4DP, GB Email Address : mciana@aol.com Model # : F4C510WBTN1.ABWQPUK Serial # : 501PWRJMQ782 DOP : 02/02/2025 Retailer : CURRYS [Customer Issues] Leakage underneath 2 weeks ago Unit is properly leveled. Inlet and outlet hose doesn't have visible damaged. Drain hose doesn't have any blockage and still draining properly. Cleaned the filter. Gasket doesn't have any visible damage or tears. Issue persists. Parking permit needed. [Consultation contents] [AI Summary] [Contact Reason] - Customer reports water escaping from washing machine. [Product Symptom] * Symptom: Water leaking from the bottom of the washing machine. * Timeline/Duration: Started two weeks ago. * Environment: Not Specified. * Self-troubleshooting: Customer's husband attempted to tighten connections. * History: Purchased in February 2025. [Agent Solutions] 1. Verify Leveling: Confirmed the unit is properly leveled on a flat surface. 2. Inspect Inlet Hose: No visible damage or tears reported on the inlet hose. 3. Check Drainage: Confirmed the unit is draining properly with no blockages. 4. Filter Cleaning: Customer cleans the filter monthly; last cleaned two days ago. 5. Inspect Door Gasket: No visible damage or tears reported on the door gasket. 6. Create Account: Agent created an account for the customer for further assistance. 7. Collect Customer Information: Gathered surname, mobile number, postcode, and email address for account setup. 8. Confirm Serial and Model Number: Attempted to verify serial and model numbers; customer provided partial information. [Final Resolution] - Customer advised to take a short video or photo of the leakage for further assessment. [Service Notes] - Parking permit needed for service visit. [Executive Summary] The customer contacted support regarding water leaking from the washing machine, which started two weeks ago. The agent performed several troubleshooting steps, confirming the unit is leveled, the inlet hose is intact, and drainage is functioning properly. An account was created for the customer, and they were advised to document the leakage with a video or photo for further evaluation. A parking permit is required for the service visit. [AI Summary] [Contact Reason] - Customer experiencing water leakage from washing machine. [Product Symptom] * Symptom: Water escaping from the bottom of the washing machine. * Timeline/Duration: Started two weeks ago. * Environment: Not Specified. * Self-troubleshooting: Customer's husband tightened some parts; issue persists. * History: Purchased in February 2025; under warranty. [Agent Solutions] 1. Initial Inquiry: Asked about the start of the issue and confirmed it began two weeks ago. 2. Level Check: Confirmed the unit is properly leveled on a flat surface. 3. Inlet Hose Inspection: Checked for visible damage to the inlet hose; none found. 4. Drainage Check: Confirmed the unit drains properly with no blockages. 5. Filter Cleaning: Customer reported cleaning the filter monthly; last cleaned two days ago. 6. Door Gasket Inspection: Confirmed no visible damage to the door gasket. 7. Account Creation: Created an account for the customer for further assistance. 8. Serial Number Request: Requested the serial number; customer provided partial information. 9. Model Number Confirmation: Customer provided model number for documentation. 10. Video Request: Requested a video of the leakage for documentation; customer declined. 11. Case Number Provided: Provided a case number for tracking. 12. Repair Scheduling: Scheduled a repair visit for Monday; customer agreed to send serial number via SMS. [Final Resolution] - Repair visit scheduled for Monday. Customer to send serial number via SMS. [Service Notes] - N/A [Executive Summary] Customer reported water leakage from the washing machine, which started two weeks ago. The agent performed several troubleshooting steps, confirming the unit is leveled, drains properly, and has no visible damage to key components. An account was created for the customer, and a repair visit was scheduled for Monday. The customer agreed to send the serial number via SMS for documentation. [Request] BOOKING AND TAG TO WG TEMP _________________________________________ CNU250905215763 Surname : YAMAN Mobile Number : 07840375373 Post Code : E10 5EL 1st Line of Address : Flat 5 Lion & Key House 475-477 High Road Leyton, LONDON, E10 5EL, GB Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] WASHER Please put that we need to know the ETA of the order parts. [Consultation contents] [AI Summary] [Contact Reason] - Inquiry about washing machine repair status. Customer reports previous visit by engineer who could not complete the job due to missing parts. [Product Symptom] - N/A - Non-technical inquiry [Agent Solutions] 1. Check Repair Status: Agent checked the last repair details and confirmed the engineer's visit. 2. Coordinate with Repair Department: Agent attempted to coordinate with the repair department for updates on the required parts. [Final Resolution] - Awaiting update from repair department regarding parts and scheduling for completion of repair. [Service Notes] - Last engineer visit was on Tuesday at 03:00. Parts were needed to complete the repair. [Executive Summary] The customer contacted support regarding the status of a washing machine repair that was incomplete due to missing parts. The agent confirmed the last engineer visit occurred on Tuesday and attempted to coordinate with the repair department for updates. The next steps involve waiting for information on the required parts and scheduling the repair completion. [AI Summary] [Contact Reason] - Inquiry regarding the status of a washing machine repair. Customer reports that the engineer could not complete the job due to missing parts and has not received updates. [Product Symptom] - Symptom: Washing machine repair incomplete due to missing parts. - Timeline/Duration: Engineer visited on Tuesday at 3:00 PM. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Previous visit by engineer, parts ordered but not yet received. [Agent Solutions] 1. Check Repair Status: Agent coordinated with the repair department to check for updates on the ordered parts. 2. Confirm Engineer Visit: Agent confirmed the engineer's visit on Tuesday and noted that parts were needed for the repair. 3. Update on Parts: Agent informed the customer that the repair department is still waiting for updates from the engineers regarding the estimated arrival of the ordered parts. 4. Communication Assurance: Agent assured the customer that they would receive updates via SMS or email once the parts arrive and that the engineer would contact them for the next visit. [Final Resolution] - Customer to wait for updates from the repair department regarding the arrival of parts and scheduling of the next service visit. [Service Notes] - N/A [Executive Summary] The customer contacted support regarding an incomplete washing machine repair due to missing parts. The agent coordinated with the repair department and confirmed that the engineer visited on Tuesday but could not complete the job. The agent informed the customer that they are still waiting for updates on the parts and assured that they would receive notifications via SMS or email once the parts arrive. The customer was advised to wait for further communication from the engineer regarding the next service visit. [Request] WILL TAG TO SDS CALLBACK _________________________________________ CNU250905215998 Surname : DE LUCA Mobile Number : 01223977734 / 07756000265 Post Code : CB4 2HH 1st Line of Address : 61 Aylesborough Close, CAMBRIDGE, CB4 2HH, GB Email Address : Model # : F4V709WTSE.ABWQPUK Serial # : 111PNPD28960 DOP : 19/08/2025 Retailer : CURRYS [Customer Issues] [Consultation contents] [AI Summary] [Contact Reason] - Customer requesting a reference number for a repair to process a refund. [Product Symptom] - Symptom: Customer reports a fault with the machine, specifically issues with the rinse cycles. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Purchased on 19 August 2025. [Agent Solutions] 1. Verify Serial Number: Agent requested the serial number to check the account. 2. Confirm Purchase Date: Agent asked for the purchase date to verify the account. 3. Check Account Status: Agent checked the account for any existing repair requests and noted the need for proof of purchase. [Final Resolution] - Agent confirmed the need for proof of purchase to proceed with the repair and refund process. [Service Notes] - Customer mentioned urgency regarding a potential loss of funds. [Executive Summary] The customer contacted support to obtain a reference number necessary for processing a refund related to a faulty machine. The agent verified the serial number and purchase date while checking the account status. It was determined that proof of purchase is required to proceed with the repair and refund. The customer expressed urgency regarding the situation. [AI Summary] [Contact Reason] - Customer requesting a reference number for a return/refund process related to a faulty washing machine. [Product Symptom] * Symptom: Washing machine not rinsing properly; clothes come out with a bad smell; machine does not operate as expected. * Timeline/Duration: Not Specified. * Environment: Not Specified. * Self-troubleshooting: Not Specified. * History: Purchased on August 19, 2025; within the return period. [Agent Solutions] 1. Verify Serial Number: Customer provided serial number for the washing machine. 2. Check Account: Agent confirmed the existence of an account linked to the serial number. 3. Request Proof of Purchase: Agent informed customer that proof of purchase is required to proceed with repair or refund. 4. Explain Return Policy: Agent advised customer that the unit is within the return period and can be returned to the retailer. 5. Provide Case Number: Agent provided a case number for the customer's reference regarding the conversation. [Final Resolution] - Customer advised to contact the retailer for a refund or replacement. Agent unable to provide a reference number due to lack of a repair request. [Service Notes] - Customer expressed dissatisfaction with the washing machine's performance. - Customer indicated urgency in resolving the issue due to financial concerns. [Executive Summary] The customer contacted support seeking a reference number for a refund related to a faulty washing machine. The agent verified the account and informed the customer that proof of purchase is necessary for processing a repair or refund. The agent explained that the unit is still within the return period and advised the customer to coordinate directly with the retailer for a refund or replacement. A case number was provided for the customer's records. The customer remains dissatisfied with the machine's performance and is seeking resolution. [Request] DOCU _________________________________________ CNU250905216422 Surname : KAUR Mobile Number : 07507825467 Post Code : RM14 1LW 1st Line of Address : 343 Front Lane, UPMINSTER, RM14 1LW, GB Email Address : sand1982@hotmail.co.uk Model # : F4C510GBTN1.AMBQPUK Serial # : 309PNFS1L171 DOP : 26/11/2023 Retailer : CURRYS [Customer Issues] WASHER Unit is properly leveled. Customer is washing mixed fabrics. Customer is washing normal loads to the unit. No error codes. Unplugged and plug in. Done empty cycle. Issue persists. No parking permit needed. [Consultation contents] [AI Summary] [Contact Reason] - Customer experiencing issues with washing machine timing; machine does not finish cycles and keeps washing indefinitely. [Product Symptom] * Symptom: Washing machine continuously runs without completing cycles or draining. * Timeline/Duration: Not Specified. * Environment: Not Specified. * Self-troubleshooting: Unplugged and re-plugged the unit, performed an empty cycle. * History: Purchased from retailer last year, warranty valid until December 2025. [Agent Solutions] 1. Account Creation: Collected customer details for account setup. 2. Proof of Purchase Request: Suggested customer request receipt from retailer. 3. Serial Number Guidance: Instructed customer on locating the serial number sticker inside the washing machine door. 4. Photo Submission: Informed customer to send photos of the receipt and serial number for repair booking. 5. Level Check: Asked if the unit is properly leveled; confirmed it is not rocking. 6. Load Inquiry: Inquired about the type and load of clothes being washed; confirmed mixed fabrics with normal load. 7. Error Code Check: Asked if there are any error codes; confirmed none present. 8. Empty Cycle Confirmation: Confirmed customer performed an empty cycle; issue persists. [Final Resolution] - Customer to obtain and send photos of the receipt and serial number for repair scheduling. No troubleshooting steps resolved the issue. [Service Notes] - N/A. [Executive Summary] The customer reported an issue with their washing machine, where it fails to complete wash cycles and continues running indefinitely. The agent collected necessary details for account creation and advised the customer to obtain a receipt from the retailer. The customer confirmed they have already attempted several troubleshooting steps, including unplugging the unit and running an empty cycle, with no resolution. The next steps involve the customer sending photos of the receipt and serial number to proceed with scheduling a repair. [AI Summary] [Contact Reason] - Customer experiencing issues with washing machine timing; machine does not stop or drain, continues washing indefinitely. [Product Symptom] * Symptom: Washing machine does not complete cycles; continuously runs without stopping or draining. * Timeline/Duration: Not Specified. * Environment: Not Specified. * Self-troubleshooting: Unplugged and re-plugged the unit, performed an empty cycle. * History: Purchased from retailer last year; warranty valid until December 2025. [Agent Solutions] 1. Account Creation: Collected customer details for account setup. 2. Proof of Purchase Request: Advised customer to request receipt from retailer. 3. Serial Number Guidance: Instructed customer on locating the serial number sticker inside the washing machine door. 4. Video Request: Suggested customer take a short video of the washing machine during an empty cycle if it exceeds 14 minutes. 5. Case Number Provided: Shared case number for tracking purposes. [Final Resolution] - Customer to send photos of proof of purchase and serial number. - Agent to coordinate with technical experts upon receipt of video and photos. - Repair booking to follow once information is received. [Service Notes] - Customer currently not at home; will send required information later. - No parking permit needed for service visit. [Executive Summary] The customer reported an issue with their washing machine, where it fails to complete cycles and continues washing indefinitely. The agent collected necessary details for account creation and advised the customer to obtain proof of purchase from the retailer. The agent also instructed the customer on locating the serial number and suggested taking a video of the machine during an empty cycle for further analysis. A case number was provided for tracking. The customer will send the required information later, and the agent will coordinate with technical experts for repair scheduling. [AI Summary] [Contact Reason] - Customer inquired about providing the serial number for a washing machine and requested assistance with a repair. [Product Symptom] - Symptom: Customer unable to provide a clear serial number initially; issues with the washing machine requiring repair. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Purchased on November 26, 2023; still under warranty. [Agent Solutions] 1. Verify Serial Number: Agent confirmed the serial number provided by the customer. 2. Confirm Purchase Date: Agent noted the purchase date as November 26, 2023, confirming warranty status. 3. Request Video Evidence: Agent requested a video of the empty cycle for troubleshooting purposes. 4. Explain Repair Process: Agent informed the customer about the priority repair process and timeline. 5. Confirm Video Requirements: Agent specified the need for a 10-second video for submission. [Final Resolution] - Customer agreed to send the requested video for repair processing. Repair scheduled for Monday, with follow-up from the engineer. [Service Notes] - Priority repair due to location in a priority city. Repair to be completed within three business days. Customer's daughter unable to provide video due to a broken camera. [Executive Summary] The customer contacted support to provide the serial number for a washing machine and to discuss repair options. The agent verified the serial number and confirmed the purchase date, ensuring the unit is under warranty. The agent requested a video of the empty cycle for troubleshooting and explained the priority repair process, which includes a follow-up from the engineer. The customer agreed to send the video promptly to facilitate the repair scheduling. [Request] DONE WILL BOOK TH UNIT FOR THE REPAIR _________________________________________ CNU250905217414 Surname : UPTON Mobile Number : 07985715674 Post Code : W9 2EH 1st Line of Address : 68B Shirland Road, LONDON, W9 2EH, GB Email Address : 1jamesupton@gmail.com Model # : GSXE91BSAD ARGOS / GSXV90BSAE Serial # : DOP : Retailer : [Customer Issues] FRIDGE [Consultation contents] [AI Summary] [Contact Reason] - Customer inquiring about purchasing a new fridge. [Product Symptom] - N/A - Non-technical inquiry [Agent Solutions] 1. Account Verification: Collected customer surname and postal code for account access. 2. Model Number Inquiry: Requested model number for the fridge to check pricing and availability. 3. Price Check: Customer provided multiple model numbers for comparison and pricing. 4. Discount Confirmation: Discussed previous offer of a 15% discount on a specific model. [Final Resolution] - Agent to check pricing and details for the specified fridge models. [Service Notes] - Customer multitasking during the call. Previous lengthy interaction with another agent regarding fridge models. [Executive Summary] The customer contacted support to inquire about purchasing a new fridge, specifically a non-plumbed stainless steel model. The agent verified the customer's account and requested model numbers for pricing. The customer provided multiple model numbers and mentioned a previous discount offer. The agent will check the pricing and details for the specified models. [AI Summary] [Contact Reason] - Customer inquiring about purchasing a new fridge. Previous discussions with another agent regarding model numbers and pricing. [Product Symptom] - N/A - Non-technical inquiry [Agent Solutions] 1. Account Verification: Collected customer surname and address details for account verification. 2. Model Number Inquiry: Requested model numbers from the customer for the fridge. 3. Price Confirmation: Checked pricing for the model numbers provided by the customer. 4. Stock Availability Check: Informed customer about stock status of the requested models. 5. Discount Discussion: Discussed potential discounts and trade-in offers for the old fridge. 6. Feature Comparison: Compared features of different fridge models as requested by the customer. 7. Email Verification: Verified customer's email address for future correspondence regarding stock updates. [Final Resolution] - Customer requested to be notified via email when the desired stainless steel fridge with craft ice maker is back in stock. Agent agreed to create a product query for the customer. [Service Notes] - Customer prefers stainless steel finish and is sensitive to noise from current fridge. Interested in craft ice maker feature. [Executive Summary] The customer contacted regarding the purchase of a new fridge, having previously discussed model numbers and pricing with another agent. The agent verified the customer's account and discussed available models, pricing, and potential discounts. The customer expressed a preference for a stainless steel fridge with a craft ice maker and requested to be notified when it is back in stock. The agent agreed to create a product query for the customer and confirmed their email for updates. [Request] DOCU _________________________________________ CNU250905218029 Surname : CUNNINGHAM Mobile Number : 07918636972 Post Code : LS29 8PH 1st Line of Address : 25 Cardan Drive, ILKLEY, LS29 8PH, GB Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] WASHER ENGINEER VISIT LAST MONDAY [Consultation contents] [AI Summary] [Contact Reason] - Customer experiencing issues with a washing machine. Seeking assistance for a damaged seal and repair process. [Product Symptom] * Symptom: Washing machine requires a new seal; engineer reported marks on the gasket that cannot be cleaned. * Timeline/Duration: Engineer visit on 1 September; customer contacted multiple times since then without resolution. * Environment: Not Specified. * Self-troubleshooting: Not Specified. * History: Purchased in August 2023, warranty registered in October 2023 after installation. [Agent Solutions] 1. Verify Customer Information: Confirmed customer surname and postcode. 2. Check Engineer Visit History: Found engineer visit on 1 September; noted that a new seal is needed. 3. Review Engineer's Report: Identified marks on the seal; confirmed that the gasket is not covered under warranty. 4. Discuss Warranty Status: Explained that the warranty started from the purchase date (11 August 2023) and is now out of warranty. 5. Offer Repair Options: Provided two options for gasket replacement: £175 for chargeable repair or £125 with extended warranty registration. 6. Clarify Extended Warranty: Explained that registering for extended warranty requires proof of purchase and serial sticker. [Final Resolution] - Customer informed about repair costs and warranty options. Agreed to proceed with repair options. Awaiting customer decision on warranty registration. [Service Notes] - Customer has already sent proof of purchase and serial sticker previously. [Executive Summary] The customer contacted support regarding a damaged washing machine seal, following an engineer's visit that confirmed the need for a replacement. The agent verified the engineer's report and discussed warranty status, indicating the unit is out of warranty. Two repair options were presented: a chargeable repair or a reduced cost with extended warranty registration. The customer has previously submitted necessary documentation for warranty registration. Next steps involve the customer deciding on the repair option. [AI Summary] [AI Summary] [Contact Reason] - Customer experiencing issues with a washing machine. Seeking assistance for a gasket replacement after previous engineer visit. [Product Symptom] * Symptom: Washing machine requires a new seal (gasket) due to damage. Marks on the seal cannot be cleaned or removed. * Timeline/Duration: Engineer visit on 1 September; customer contacted multiple times since then without resolution. * Environment: Not Specified. * Self-troubleshooting: Not Specified. * History: Purchased in August 2023, warranty registered in October 2023 after installation. [Agent Solutions] 1. Verify Engineer Visit: Checked records for last engineer visit; confirmed visit on 1 September. 2. Review Engineer Report: Noted engineer's report indicated marks on the seal and that it cannot be cleaned. 3. Discuss Warranty Status: Explained warranty coverage; confirmed unit out of warranty based on purchase date. 4. Offer Repair Options: Provided two options for gasket replacement: £175 without warranty registration or £125 with warranty. 5. Confirm Extended Warranty: Verified that extended warranty was registered on 16 August 2025; confirmed £125 for gasket replacement. 6. Discuss Next Steps: Explained process for scheduling repair after payment approval; engineer will contact customer for visit date. [Final Resolution] - Customer considering options for gasket replacement. Agent provided pricing and warranty information. Customer will decide and contact back. [Service Notes] - Customer has already sent proof of purchase and serial number for warranty registration. [Executive Summary] The customer contacted support regarding a damaged washing machine requiring a gasket replacement after an engineer visit. The agent verified the engineer's report and discussed warranty status, confirming the unit was out of warranty based on the purchase date. Two repair options were provided, with the customer eligible for a reduced price due to an extended warranty. The customer is considering the options and will follow up for the repair. All relevant information regarding warranty registration and previous communications was noted for future reference. [Request] DONE DOCU AND TASK _________________________________________ CNU250905218125 Surname : HUGHES Mobile Number : 07713959871 Post Code : LL14 3LU 1st Line of Address : 79 Heol Abon, Cefn Mawr WREXHAM, LL14 3LU, GB Email Address : Model # : F4V309SNE.ASSQPUK Serial # : 309PNJC8A132 DOP : 31/01/2024 Retailer : CURRYS [Customer Issues] UPDATE WASHER F4V309SNE.ASSQPUK 078637897425 [Consultation contents] [AI Summary] [Contact Reason] - Customer inquiring about an update on a scheduled engineer visit for a washing machine issue. [Product Symptom] - N/A - Non-technical inquiry [Agent Solutions] 1. Check Repair Status: Agent checked the repair case for the washing machine and confirmed the existence of a reference number. [Final Resolution] - Awaiting confirmation of the engineer's visit date. [Service Notes] - N/A [Executive Summary] The customer contacted support to request an update regarding a scheduled engineer visit for a washing machine issue. The agent checked the repair status and confirmed a reference number was available. The next step involves confirming the specific date of the engineer's visit. No troubleshooting steps were taken as the inquiry was non-technical. [AI Summary] [Contact Reason] - Customer inquiring about the status of a washing machine repair. [Product Symptom] - N/A - Non-technical inquiry [Agent Solutions] 1. Case Review: Agent checked the repair case for the washing machine. 2. Engineer Visit Confirmation: Agent confirmed that an engineer was assigned but no specific date was provided to the customer. 3. Invalid Contact Number: Agent noted the customer received an invalid contact number for updates. 4. Request for Update: Agent offered to send a request to the repair department for an update on the appointment. 5. Email Notification: Agent documented the request for the repair department to send an email to the authorized service center for scheduling. 6. Case Number Provided: Agent provided the customer with a case number for reference. 7. Communication Preference: Customer requested updates via SMS. [Final Resolution] - Agent requested an update from the repair department for the soonest appointment. Customer will receive updates via SMS. [Service Notes] - Customer has been without a washing machine for over a week. Urgent need for repair noted. [Executive Summary] The customer contacted support to inquire about the status of a washing machine repair, expressing urgency due to being without the appliance for over a week. The agent reviewed the case, confirmed an engineer was assigned but no specific visit date was provided, and noted the customer received an invalid contact number for updates. The agent requested an update from the repair department and documented the case for future reference. The customer preferred to receive updates via SMS. [Request] DONE REQUESTED TO SEND AN EMAIL TO ASC FOR AN UPDATE DONE TASK _________________________________________ CNU250905218312 Surname : SYSUM Mobile Number : 07453295180 Post Code : GL10 3GG 1st Line of Address : 54 Lyndon Morgan Way, STONEHOUSE, GL10 3GG, GB Email Address : leigh.fearn@live.com Model # : GML844PZKV.APZQLGU Serial # : 011TREW07724 DOP : 20/01/2021 Retailer : [Customer Issues] MANAGER MISSED CALL [Consultation contents] [AI Summary] [Contact Reason] - Customer inquiring about an update regarding a previous repair for a fridge. [Product Symptom] - N/A - Non-technical inquiry [Agent Solutions] 1. Verification: Agent requested customer to provide name and postcode for verification. 2. Documentation: Agent noted the customer's request and confirmed it was for a fridge. 3. Coordination: Agent informed customer that they would transfer the call to a manager for further assistance. [Final Resolution] - Transfer to manager for further assistance regarding the repair update. [Service Notes] - N/A [Executive Summary] The customer contacted support to inquire about an update on a previous fridge repair. The agent verified the customer's information and documented the request. The agent then coordinated to transfer the customer to a manager for further assistance. No troubleshooting steps were taken as the inquiry was non-technical in nature. [AI Summary] [Contact Reason] - Customer inquiring about an update regarding a previous repair for a fridge. [Product Symptom] - N/A - Non-technical inquiry [Agent Solutions] 1. Verification: Agent requested customer’s name and postcode for verification. 2. Coordination: Agent coordinated with the manager regarding the customer's request. 3. Transfer: Agent informed customer that the manager would call back after the current call. [Final Resolution] - Manager will call customer back for further assistance. [Service Notes] - N/A [Executive Summary] The customer contacted support to inquire about an update on a previous fridge repair. The agent verified the customer's details and coordinated with a manager regarding the request. The agent informed the customer that the manager would call back shortly for further assistance. No technical troubleshooting was performed during the call. [Request] DONE MANAGER CALL AND DONE TASK _________________________________________ CNU250905218406 Surname : COLLINS Mobile Number : 07988136908 Post Code : RH13 5JT 1st Line of Address : 66 Eversfield Road, HORSHAM, RH13 5JT, GB Email Address : mayspringfield@gmail.com Model # : Serial # : DOP : Retailer : D&G [Customer Issues] WASHER DRYER [Consultation contents] [AI Summary] [Contact Reason] - Customer inquiring about repair services for a broken LG washer dryer. [Product Symptom] - Symptom: Washer dryer is broken down. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Purchased in 2016. [Agent Solutions] 1. Inquiry on Purchase Date: Agent asked when the washer dryer was purchased. 2. Warranty Explanation: Agent explained that the unit is over six years old and cannot be booked for repair under warranty. 3. Clarification on Repair Services: Agent confirmed that repairs are not available due to the age of the unit, regardless of willingness to pay. [Final Resolution] - Customer informed that the unit is too old for repair services. [Service Notes] - N/A [Executive Summary] The customer contacted support regarding a broken LG washer dryer purchased in 2016. The agent clarified that the unit is over six years old and cannot be booked for repair services, regardless of the customer's willingness to pay. The customer was informed that repairs are not available due to the age of the appliance. No further troubleshooting steps were taken as the unit's age was the determining factor for service eligibility. [AI Summary] [Contact Reason] - Customer inquired about repair options for a broken LG washer dryer. [Product Symptom] - Symptom: Washer dryer is broken down. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Purchased in 2016. [Agent Solutions] 1. Inquiry about Purchase Date: Agent asked when the washer dryer was purchased. 2. Warranty Status Explanation: Agent explained that the unit is over six years old and not under warranty. 3. Parts Availability Discussion: Agent informed customer that parts may not be available due to the age of the unit. 4. Authorized Service Center Information: Agent provided information about contacting an authorized service center for repairs. 5. Verification of Customer Details: Agent requested customer’s surname and postal code for verification. 6. Authorized Service Center Contact: Agent found and provided the contact number for the authorized service center. 7. SMS Confirmation: Agent confirmed sending the service center details via SMS to the customer. [Final Resolution] - Customer advised to contact authorized service center for repair. Agent sent contact information via SMS. [Service Notes] - Customer's washer dryer is over six years old. Parts may not be available. [Executive Summary] The customer contacted support regarding a broken LG washer dryer purchased in 2016. The agent explained that the unit is not under warranty due to its age and that parts may not be available. The agent provided information on contacting an authorized service center for repairs and verified the customer's details. The contact information for the service center was sent via SMS. The customer was advised to reach out to the service center for further assistance. [Request] DONE _________________________________________ CNU250905218670 Surname : SULAIMAN Mobile Number : 07895175469 Post Code : B33 9JR 1st Line of Address : 70 Wyndhurst Road, BIRMINGHAM, WORCESTERSHIRE, B33 9JR, GB Email Address : nargis75@googlemail.com Model # : F4C510WBTN1.ABWQWUK Serial # : 503PWZZLM245 DOP : 19/04/2025 Retailer : CURRYS [Customer Issues] WASHER LEAK IN FRONT OF THE DOOR No foreign objects inside the unit. Unit is properly balanced. Cleaned the filter. Cleaned the gasket and wipe it every time doing the wash. Gasket doesn't have any visible damage or tears. Issue persist. No parking permit needed. [Consultation contents] [AI Summary] [Contact Reason] - Customer reports a leak from the washing machine, specifically from the drawer seal and front door area. [Product Symptom] * Symptom: Leak observed from the front door of the washing machine, specifically underneath the door. * Timeline/Duration: Not Specified. * Environment: Not Specified. * Self-troubleshooting: Not Specified. * History: Purchased a few months ago, previous LG washing machine lasted 13 years without issues. [Agent Solutions] 1. Verify Purchase Date: Confirmed purchase date as April 19, 2025. 2. Collect Serial Number: Customer provided serial number for verification. 3. Create Account: Agent created an account for further assistance with the repair. 4. Document Customer Details: Collected customer’s name, mobile number, postal code, and email address. 5. Confirm Repair Experience: Asked if the customer is willing to receive surveys regarding repair experience. 6. Assess Leak Source: Discussed potential causes of the leak, confirming it is from the front door area. 7. Check for Foreign Objects: Inquired about any foreign objects inside the unit; customer confirmed none present. 8. Verify Unit Balance: Confirmed the unit is not rocking and is properly balanced. 9. Cleaning Frequency: Asked about cleaning the door gasket; customer stated they clean it regularly. 10. Inspect Gasket Condition: Inquired about visible damage to the gasket; customer confirmed no visible damage. [Final Resolution] - Next steps include scheduling a technician visit to address the leak issue. [Service Notes] - Customer has experience with LG products; previous machine lasted 13 years without issues. No visible damage to the gasket reported. [Executive Summary] The customer contacted support regarding a leak from their washing machine, specifically from the front door area. The agent verified the purchase date and collected necessary customer details to create an account. Several troubleshooting steps were taken, including assessing the leak source, checking for foreign objects, and confirming the condition of the gasket. The customer reported no visible damage and regular cleaning of the gasket. The next step is to schedule a technician visit to resolve the leak issue. [AI Summary] [Contact Reason] - Customer reports a leak from the washing machine, specifically from the drawer seal and front door area. [Product Symptom] * Symptom: Leak observed from the front door of the washing machine, suspected to be from the door seal. * Timeline/Duration: Not Specified. * Environment: Not Specified. * Self-troubleshooting: Not Specified. * History: Purchased a few months ago, previous LG washing machine lasted 13 years without issues. [Agent Solutions] 1. Verify Purchase Date: Confirmed purchase date as April 19, 2025. 2. Collect Serial Number: Customer provided serial number for verification. 3. Create Account: Agent created an account for further assistance. 4. Gather Customer Information: Collected customer’s name, mobile number, postcode, and email address. 5. Assess Leak Details: Confirmed leak is from the front door, not the back or underneath. 6. Check for Foreign Objects: Inquired about any foreign objects inside the unit; customer confirmed none present. 7. Check Unit Balance: Confirmed the unit is not rocking and is properly balanced. 8. Inquire About Cleaning: Asked about cleaning frequency of the door gasket; customer stated regular cleaning. 9. Request Photos and Video: Agent requested a photo of the door gasket and a short video of an empty cycle to validate the leak. 10. Provide Upload Instructions: Instructed customer on how to upload the requested media via a link sent via SMS. 11. Explain Repair Process: Informed customer that the repair would be prioritized and completed within three days after uploading the media. [Final Resolution] - Customer to upload requested photos and video for validation. Repair service will be prioritized and scheduled within three days after submission. [Service Notes] - N/A [Executive Summary] The customer contacted support regarding a leak from their washing machine, specifically from the front door area. The agent verified the purchase date and collected necessary customer information. The agent assessed the situation, confirming the leak's location and requesting a photo and video for validation. The customer was informed that the repair would be prioritized and completed within three days after the media submission. The agent provided clear instructions for the upload process and assured the customer of timely follow-up. [Request] DONE WAITING FOR THE PHOTO OF THE GASKET AND SHORT VIDEO OF THE LEAKAGE _________________________________________ Surname : CHINDAWI Mobile Number : 07960384641 Post Code : RM9 6EL 1st Line of Address : Email Address : nchindawi@yahoo.co.uk Model # : GSLC41PYPE Serial # : DOP : Retailer : [Customer Issues] WATER TANK Unplugged the water tank and plug it in again. Water is dispensing properly. [Consultation contents] [Request] _________________________________________ CNU250905219125 Surname : FILTNESS Mobile Number : 07967852121 Post Code : TN19 7QP 1st Line of Address : 13 London Road, ETCHINGHAM, TN19 7QP, GB Email Address : annfiltness13@gmail.com Model # : GSLV71PZTF.APZQEUK Serial # : 207TRWAOV225 DOP : 22/10/2022 Retailer : CDA SOUTHERN LTD T/AS CARTERS [Customer Issues] FRIDGE DELIVERY [Consultation contents] [AI Summary] [Contact Reason] - Inquiry about delivery status of fridge freezer. [Product Symptom] - N/A - Non-technical inquiry [Agent Solutions] 1. Account Verification: Collected customer surname and postal code to check delivery status. 2. Delivery Status Check: Attempted to retrieve delivery update for the fridge freezer. [Final Resolution] - Delivery update not provided. Further information needed to proceed. [Service Notes] - N/A [Executive Summary] The customer contacted support to inquire about the delivery status of their fridge freezer. The agent verified the customer's account details to check for updates. However, the delivery status was not confirmed during the call, and additional information was required to proceed. No technical troubleshooting was performed as the inquiry was related to delivery. [AI Summary] [Contact Reason] - Customer inquiring about the delivery status of a fridge freezer. [Product Symptom] - N/A - Non-technical inquiry [Agent Solutions] 1. Account Verification: Agent requested customer's surname and postcode to check the account. 2. Delivery Status Check: Agent confirmed the delivery was coordinated with LG and began checking for updates. 3. Coordination with Resolutions Team: Agent informed customer that they would coordinate the request with the resolutions team for further assistance. 4. Transfer Preparation: Agent prepared to transfer the customer to the resolutions team for an update. [Final Resolution] - Transfer to resolutions team for delivery update. [Service Notes] - N/A [Executive Summary] The customer contacted support to inquire about the delivery status of their fridge freezer. The agent verified the customer's account details and confirmed the delivery was coordinated with LG. The agent then coordinated with the resolutions team to provide an update and prepared to transfer the customer for further assistance. The call was focused on obtaining delivery information. [Request] DONE TRANSFERRED TO RESO AND TASK _________________________________________ Surname : Mobile Number : 07542170507 Post Code : 1st Line of Address : Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] TV [Consultation contents] [AI Summary] [Contact Reason] - Customer inquiring about obtaining a replacement remote control for LG TV due to malfunctioning buttons. [Product Symptom] - Symptom: Remote control buttons are not functioning properly. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Not Specified. [Agent Solutions] 1. Inquiry Confirmation: Confirmed the issue regarding the remote control buttons. 2. Replacement Options: Provided information on where to purchase a replacement remote control. [Final Resolution] - Customer advised on options for obtaining a new remote control. [Service Notes] - N/A [Executive Summary] The customer contacted support regarding malfunctioning buttons on their LG TV remote control, which has been in use for two years. The agent confirmed the issue and provided information on how to obtain a replacement remote control. The customer was informed of the available options for purchasing a new remote. No additional troubleshooting steps were taken. [AI Summary] [Contact Reason] - Customer inquiring about obtaining a replacement remote control for LG TV due to malfunctioning buttons. [Product Symptom] - Symptom: Remote control buttons are not functioning properly. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Not Specified. [Agent Solutions] 1. Inquiry Confirmation: Confirmed the issue regarding the remote control buttons. 2. Replacement Options: Provided information on where to purchase a replacement remote control. [Final Resolution] - Customer advised on options for obtaining a new remote control. [Service Notes] - N/A [Executive Summary] The customer contacted support regarding malfunctioning buttons on their LG TV remote control, which has been in use for two years. The agent confirmed the issue and provided information on how to obtain a replacement remote control. The customer was informed of the available options for purchasing a new remote. No additional troubleshooting steps were taken. [AI Summary] [Contact Reason] - Customer inquiring about obtaining a replacement remote control for LG TV. [Product Symptom] - N/A - Non-technical inquiry [Agent Solutions] 1. Transfer to Department: Agent informed customer about transferring to the department that assists with television-related inquiries. [Final Resolution] - Customer agreed to transfer to the appropriate department for assistance with remote control replacement. [Service Notes] - N/A [Executive Summary] The customer contacted LG customer service regarding a replacement remote control for their LG TV, which has been in use for two years. The agent acknowledged the request and proceeded to transfer the customer to the appropriate department for further assistance. The transfer was agreed upon, and no troubleshooting steps were taken during the call. [Request] DONE TRANSFERRED TO HE _________________________________________ CNU250905219322 Surname : LOBO Mobile Number : 07828529963 Post Code : CR0 6FJ 1st Line of Address : Flat 40 Cherry Orchard Road, CROYDON, CR0 6FJ, GB Email Address : allyandange26@gmail.com Model # : FWY385WWLN1 Serial # : DOP : Retailer : [Customer Issues] [Consultation contents] [AI Summary] [Contact Reason] - Customer inquiring about the extended warranty coverage for a specific washing machine model. [Product Symptom] - N/A - Non-technical inquiry [Agent Solutions] 1. Model Verification: Confirmed the model number provided by the customer as Foxtrot Whiskey Yankee 385 Whiskey Lima November 1. 2. Warranty Check: Checked warranty coverage for the specified washing machine model on the website. 3. System Check: Attempted to verify warranty duration in another system. [Final Resolution] - Extended warranty confirmed for the washing machine model. Customer advised on warranty details. [Service Notes] - N/A [Executive Summary] The customer contacted support to verify the extended warranty coverage for a washing machine model. The agent confirmed the model number and checked the warranty details on the website. The extended warranty was confirmed for the specified model, and the customer was informed about the warranty duration. No further troubleshooting steps were necessary, and the inquiry was resolved satisfactorily. [AI Summary] [AI Summary] [Contact Reason] - Customer inquiring about the warranty coverage for a washing machine and a discount code. [Product Symptom] - N/A - Non-technical inquiry [Agent Solutions] 1. Verify Model Number: Confirmed model number as Foxtrot Whiskey Yankee 385 Whiskey Lima November 1. 2. Check Warranty Coverage: Confirmed washing machine covered by a five-year warranty, valid until November 30, 2025. 3. Check Discount Code Status: Investigated the status of a 10% discount code that was supposed to be sent via email. 4. Offer Alternative Delivery Method: Suggested sending the discount code via SMS for immediate receipt. 5. Explain Warranty Details: Clarified warranty covers manufacturing faults, not damages due to misuse. 6. Discuss Repair Process: Explained the need for proof (photos/videos) for warranty claims. 7. Verify Trade-Up and Discount Code Compatibility: Confirmed that trade-up option cannot be combined with discount codes during checkout. [Final Resolution] - Discount code to be sent via SMS. Customer advised on warranty details and trade-up process. No troubleshooting steps taken as the inquiry was non-technical. [Service Notes] - N/A [Executive Summary] - Customer contacted regarding warranty coverage for a washing machine and the status of a discount code. The agent confirmed the model's warranty validity and explained the coverage details. The agent also addressed the discount code issue, offering to send it via SMS. Additionally, the agent clarified the trade-up process and its compatibility with discount codes. The customer was satisfied with the information provided and agreed to receive the discount code via SMS. [Request] DONE SENDING 10% VOUCHER, TASK WILL CLOSE THE CASE TOMORROW _________________________________________