24/06 CALLS · Offline Notepad

CNU250624532358

Surname : PARAS

Mobile Number : 07438034732

Post Code : WF17 7AQ

1st Line of Address : 11 Carlton Avenue, BATLEY, WF17 7AQ, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER NOT SPINNING PROPERLY AND NOT CLEANING THE PROPERLY LAST WEEK

[Consultation contents] AI Summary Recommendations

Contact Reason: Customer is experiencing issues with a newly delivered washing machine that is not spinning properly and is damaging clothes, as well as not cleaning them effectively.
Customer Request: Customer seeks assistance in resolving the washing machine issues and requests the creation of an account for service support.
Agent Solution: Agent confirmed the customer's details and initiated the account creation process. The agent assured the customer that they would assist with the ongoing issues and provided reassurance throughout the interaction.
Resolution Acceptance: Yes. The customer accepted the agent's offer to create an account and appreciated the assistance provided.
Customer Pain Point: Customer expressed frustration over the washing machine's poor performance shortly after delivery, highlighting concerns about damaged clothes and inadequate cleaning.
Notable Comments: Customer mentioned that the washing machine was delivered only last week, indicating urgency for a resolution due to the recent purchase.

[Request] DONE Hang up during conversation

CNU250619489948

Surname : LEMMER

Mobile Number : 07946405548

Post Code : RH2 8PN

1st Line of Address : England's cottage Dovers Green Road, REIGATE, RH2 8PN, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] REPLACEMENT FRIDGE

[Consultation contents] AI Summary Recommendations

Contact Reason: Customer is calling to check the progress of a replacement fridge that is being handled by the resolutions team.
Customer Request: Customer seeks an update on the status of the replacement fridge.
Agent Solution: Agent confirmed that the case is with the resolutions team and will transfer the customer to them for further assistance. The agent documented the interaction before the transfer.
Resolution Acceptance: No. The customer did not accept a resolution as the agent was unable to provide an update and needed to transfer the call.
Customer Pain Point: Customer is frustrated by the lack of information regarding the replacement fridge and the need to be transferred to another team for assistance.
Notable Comments: Customer provided personal details for account verification and expressed a desire for a timely update on the replacement process.

[Request] DONE TRANSFER TO RESO

RNU250624048460 CNU250624533051

Surname : SMITH

Mobile Number : 07957177404

Post Code : LL12 0BB

1st Line of Address : Wellfield House Darland Lane, WREXHAM, LL12 0BB, GB

Email Address : philpersonal@hotmail.com

Model # : DF355FP.APZQEUK

Serial # : 408KWEL15748

DOP : 10/12/2024

Retailer : LG ELECTRONICS

[Customer Issues] ENGINEER CLOSE THE CASE ISSUE STILL HAPPENING 05/06 ERROR CODE AND STOP WORKING DISHWASHER

Need to order a control panel

Please pre-order the previous parts needed as the previous engineer did not arrange another visit but job was completed and unit was unrepaired. The customer was expecting for him come back but no update after the last visit.

[Consultation contents] AI Summary Recommendations

Contact Reason: Customer is following up on a dishwasher repair that was initially addressed on June 5, but the same error code has reappeared, and the case was closed prematurely by the engineer.
Customer Request: Customer seeks to have a new service appointment scheduled to address the unresolved issue with the dishwasher, specifically the need for a control panel part.
Agent Solution: Agent acknowledged the issue and confirmed that the previous repair was incomplete. The agent documented the situation and initiated the process to schedule a new visit from the engineer to install the necessary control panel part.
Resolution Acceptance: Yes. The customer accepted the agent's proposal to schedule a new service appointment to resolve the ongoing issue.
Customer Pain Point: Customer expressed frustration over the prolonged wait for service and the inconvenience of being without a functioning dishwasher for an extended period.
Notable Comments: Customer mentioned that they had been waiting since June 9 for a follow-up regarding the part order and repair, highlighting a lack of communication from the service team.

[Request] DONE BOOKING

CNU250623525327

Surname : BRADLEY

Mobile Number : 07815947328

Post Code : BT5 7JP

1st Line of Address : 42 Roddens Crescent, BELFAST, BT5 7JP, GB

Email Address : cathybb03@gmail.com

Model # : F4V309WNW

Serial # : 303PNFS34907

DOP :

Retailer : BLACKWOOD ELECTRICALS

[Customer Issues] WASHER REPAIR

[Consultation contents] AI Summary Recommendations

Contact Reason: Customer is calling to arrange a repair for her washing machine, which she believes is still under warranty, but is facing difficulties due to missing purchase documentation.
Customer Request: Customer seeks to book a repair appointment for her washing machine and insists it is under warranty despite not having the receipt.
Agent Solution: Agent verified the customer's account and attempted to check warranty status. After confirming the machine is out of warranty based on the manufacturing date, the agent offered a chargeable repair. The agent also suggested the customer contact the shop for proof of purchase.
Resolution Acceptance: No. The customer did not accept the chargeable repair offer, insisting that the machine is still under warranty and expressing frustration over the lack of resolution.
Customer Pain Point: Customer is frustrated by having to repeat information multiple times and feels exhausted from the process of proving her warranty status without the receipt.
Notable Comments: Customer mentioned previously providing information via WhatsApp and expressed dissatisfaction with the service, indicating this was her third time giving the same details. She requested a reference number for her query to avoid repeating herself in future calls.

[Request] DONE NOTED THE INFO FOR CUSTOMER

CNU250624534675

Surname : PATHAN

Mobile Number : 07957191445

Post Code : HA0 3RY

1st Line of Address : 13 Nathans Road, WEMBLEY, HA0 3RY, GB

Email Address : pathan.1.hamza@gmail.com

Model # : GSBV70DSTF.ADSQLGT

Serial # : 205TRSE0N574

DOP : 01/08/2022

Retailer : JOHN LEWIS

[Customer Issues] FRIDGE FREEZER BURNING UP SMELL

[Consultation contents] AI Summary Recommendations

Contact Reason: Customer is calling to request an engineer visit for their fridge freezer, which has been overheating and emitting a burning smell, posing a safety risk to children and an elderly person in the household.
Customer Request: Customer seeks an urgent engineer appointment to inspect the fridge freezer and resolve the overheating issue.
Agent Solution: Agent informed the customer that the unit is out of warranty and offered a chargeable repair for £215, which includes inspection and potential repairs. The agent explained the costs involved and the terms regarding possible refunds based on the engineer's findings.
Resolution Acceptance: No. The customer expressed hesitation about paying for a service without prior inspection and stated they needed to consult with someone before proceeding.
Customer Pain Point: Customer is frustrated by the lack of communication regarding their previous inquiries and the urgency of the situation due to safety concerns for children and an elderly family member.
Notable Comments: Customer mentioned having contacted LG multiple times without receiving a callback, highlighting the need for better communication and support from the service team.

[Request] DONE NOTING USTOMER WILL RING US BACK IF THEY WILL PROCEED WITH THE CHARGEABLE REPAIR.

CNU250624533297 RNU250624049436

Surname : JASON TURNBULL

Mobile Number : 07849024261

Post Code : EH15 3HH

1st Line of Address : 9 newcraighall EH15 3HH

Email Address : jasonsteventurnbull@gmail.com

Model # : F4V309SNE.ASSQPUK

Serial # : 011PNJC3K556

DOP : 04/08/2023

Retailer : CURRYS

[Customer Issues] WASHER LEAKING UNDERNEATH NEAR FRONT

Checked the door gasket doesn't have any visible damage or tear. Customer cleaned the filter. Checked the inlet and outlet pipes doesn't have any visible damage and tears. Customer replace the blue inlet pipes because it gets broken. No noise. No vibration. No error codes. Issue persist.

[Consultation contents] AI Summary Recommendations

Contact Reason: Customer called to confirm a repair request for their LG washing machine, which is leaking water from the front and causing flooding in the kitchen.
Customer Request: Customer seeks to schedule a repair appointment as they have not received confirmation of their initial request submitted through the website.
Agent Solution: Agent verified the customer's account details and confirmed the issue of leakage. The agent scheduled a repair service for the washing machine and documented the customer's description of the problem, including previous attempts to fix it and potential causes.
Resolution Acceptance: Yes. The customer accepted the scheduled repair appointment and expressed urgency due to the ongoing flooding issue.
Customer Pain Point: Customer is frustrated with the leaking washing machine, which has caused multiple floods in their kitchen, leading to inconvenience and concern about potential damage.
Notable Comments: Customer mentioned they had previously replaced a broken inlet pipe and had researched the issue online, suspecting the pump might be the source of the leak.

[Request] DONE BOOKING

CNU250624534956

Surname : SAIMON

Mobile Number : 0872984078

Post Code : D15 E6CP

1st Line of Address : 27 THE LAWN, HANSFIELD WOOD, DUBLIN 15, D15 E6CP, IRELAND

Email Address : stany_simon@yahoo.co.in

Model # : GSXE91EVAD.AEVQLGU

Serial # : 410TRWAG3545

DOP : 04/05/2025

Retailer : CURRYS IRELAND

[Customer Issues] REGISTER FRIDGE

[Consultation contents]

[AI Summary]

Contact Reason: Customer is calling to register their fridge but is experiencing issues with the online registration process, specifically related to postcode acceptance for Ireland.
Customer Request: Customer seeks assistance with registering their fridge, as they are unable to complete the process online.
Agent Solution: Agent offered to create an account for the customer to assist with the registration. The agent collected necessary information, including the customer's name, mobile number, postcode, and email address. The agent also guided the customer on locating the fridge's serial number and confirmed the model number provided.
Resolution Acceptance: Yes. The customer accepted the agent's assistance in registering the fridge and provided all required information.
Customer Pain Point: Customer expressed frustration with the online registration system, noting that it was not accepting their postcode and that they had difficulty finding the necessary information.
Notable Comments: Customer mentioned receiving an email from LG indicating they were already registered, which added to their confusion. The customer also noted that the fridge was purchased recently and is still under warranty.

[Request] DONE REGISTERING

CNU250624536091

Surname : CLOWES

Mobile Number : 07825545313

Post Code : LL18 2BT

1st Line of Address : 53 Vale Road, RHYL, LL18 2BT, GB

Email Address : yvonneclowes@yahoo.co.uk

Model # : GMX844MC6F.AMCQLGU

Serial # : 204TRLV2D552

DOP : 01/05/2022

Retailer : CURRYS

[Customer Issues] FRIDGE FREEZER REPAIR FRIDAY AFTERNOON

[Consultation contents] AI Summary Recommendations

Contact Reason: Customer is calling regarding an ongoing issue with their fridge freezer, which has not been repaired despite previous service attempts and a lack of follow-up communication from the company.
Customer Request: Customer seeks an update on the repair status and expresses frustration over the delays, indicating a desire for a resolution or escalation of the issue.
Agent Solution: Agent checked the repair status and informed the customer that the engineer has not yet accepted the job. The agent offered to send an email to the engineer for an update and suggested that the customer might receive a response within two business days. The agent also mentioned the possibility of escalating the issue if no response is received.
Resolution Acceptance: No. The customer did not accept the proposed solution, expressing dissatisfaction with the lack of proactive measures and the ongoing delays.
Customer Pain Point: Customer is frustrated with the prolonged repair process, lack of communication, and feeling of being ignored despite having paid for the service. They are considering escalating the issue due to poor customer service.
Notable Comments: Customer mentioned spending a significant amount on the fridge freezer and expressed disappointment with the service quality. They indicated that if the situation does not improve, they will seek a refund and escalate the complaint to a higher authority.

[Request] DONE

CNU250624535634

Surname : KEELER

Mobile Number : 07904519123

Post Code : CB11 4DD

1st Line of Address :11 Sedop Close, SAFFRON WALDEN, CB11 4DD, GB

Email Address : tsb.keeler@gmail.com

Model # : GSLV70PZTF

Serial # : 303WRPDKG728

DOP : 27/06/2023

Retailer : LG ELECTRONICS

[Customer Issues] FRIDGE BUZZING SOUND 3DAYS AGO BACK PLUMBED IN LG ONLINE SHOP

No parking permit needed.

Water dispenser is working properly. Ice maker is working properly. Issue persist.

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling about a loud buzzing noise coming from their LG fridge, which started three days ago and occurs intermittently, especially when the doors are opened.
Customer Request: Customer seeks troubleshooting assistance for the buzzing noise and wants to know if a repair is necessary.
Agent Solution: Agent guided the customer through troubleshooting steps, including checking the ice maker and the power supply. The agent suggested pressing the reset button on the ice maker and confirmed that the noise might be related to the power supply or a fan issue. The agent also verified the customer's account details and product information.
Resolution Acceptance: Yes. The customer accepted the troubleshooting steps provided by the agent and confirmed their willingness to follow up if the issue persists.
Customer Pain Point: Customer expressed frustration with the noise disrupting their daily routine and concerns about the fridge's performance, especially since it is still under warranty.
Notable Comments: Customer mentioned that the fridge was purchased directly from LG's online store and provided detailed information about the purchase date and model for reference.

[Request] Once video is sent we will book it for the repair

CNU250624536023

Surname : DANIELLE BRIGGS

Mobile Number : 01953308405

Post Code : NR17 2PS

1st Line of Address : 15 RICHMOND PARK, ATTLEBOROUGH

Email Address : 18danni@live.co.uk

Model # : GSX960MCCZ.AMCQLGU

Serial # : 007TRZY1T093

DOP : 17/10/2020

Retailer : CURRYS

[Customer Issues] FRIDGE FREEZER FREEZER IS NOT COOLING PROPERLY

NR17 2PS

[Consultation contents] AI Summary Recommendations

Contact Reason: Customer is calling about a fridge freezer that is not cooling properly, specifically the freezer is not freezing effectively.
Customer Request: Customer seeks a quote for a repair service to address the cooling issue with the fridge freezer.
Agent Solution: Agent informs the customer that the unit is out of warranty and provides a repair quote of £239, which includes parts, labor, and VAT. The agent explains that if the compressor is the only issue, a £105 labor fee will be deducted from the total cost, but if other parts are faulty, no partial refund can be guaranteed.
Resolution Acceptance: No. The customer expressed dissatisfaction with the high repair costs and the lack of flexibility in the pricing structure.
Customer Pain Point: Customer is frustrated with the expensive repair costs and feels that the service is not competitive compared to local repair options.
Notable Comments: Customer mentioned having local repair services that charge significantly less for inspections and repairs, indicating a preference for more affordable options.

[Request] DONE

Surname :

Mobile Number : 07837220738

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] ORDER A NEW DOOR FOR WASHER SPRING FROM THE RUBBER

[Consultation contents] AI Summary Recommendations

Contact Reason: Customer is calling to order an inner wire spring for the door of their LG washing machine, which is needed to secure the rubber part inside the door.
Customer Request: Customer seeks to order the specific inner spring part for their washing machine.
Agent Solution: Agent informed the customer that LG does not sell internal parts directly and suggested contacting the retailer where the previous parts were purchased. The agent also attempted to gather more information about the purchase but could not assist further.
Resolution Acceptance: No. The customer was unable to order the part through LG and expressed frustration about needing to contact the retailer instead.
Customer Pain Point: Customer is frustrated by the inability to order the necessary part directly from LG, especially after having previously ordered a rubber part successfully.
Notable Comments: Customer mentioned they had ordered parts from LG before and expressed disappointment in not being able to do so for the inner spring.

[Request] NO NEED TO DOCUMENT

CNU250624536696

Surname : DIXON

Mobile Number : 07597780434

Post Code : DE15 9WA

1st Line of Address : 22 CHATHAM DRIVE, DRAKELOW, BURTON-ON-TRENT, DE15 9WA, GB

Email Address : cherylturner10@icloud.com

Model # : F4V310SNE.ASSQWUK

Serial # : 212PWZZKK589

DOP : 31/12/2022

Retailer : CURRYS

[Customer Issues] WASHER LCD IS OT SHOWING DIAPLAY 2205011202206200041544 TRANSACTION NUMBER FROM CURRYS No parking permit needed.

[Consultation contents]

[AI Summary]

Contact Reason: Customer is calling regarding a malfunctioning washing machine that has broken down multiple times, specifically mentioning an issue with the display not functioning and error codes appearing.
Customer Request: Customer seeks to book a repair for the washing machine and is frustrated by the lack of communication from management regarding previous calls.
Agent Solution: Agent checked the customer's account and confirmed that a manager would contact the customer within two business days. The agent also attempted to verify warranty details and suggested registering for an extended warranty while documenting the issue for repair scheduling.
Resolution Acceptance: No. The customer expressed dissatisfaction with the lack of immediate repair options and insisted on getting the washing machine fixed without further delays.
Customer Pain Point: Customer is frustrated by the repeated breakdowns of the washing machine, the lack of timely responses from management, and the inconvenience caused by being without a functioning washer, especially with a newborn at home.
Notable Comments: Customer mentioned having called multiple times and emphasized the urgency of the situation due to having five children, including a newborn, which increases the need for a working washing machine.

[Request] ONCE APPROVED BY THE WAARRANTY WE WILL BOOK THE UNIT FOR THE REPAIR

CNU250624538438

Surname : BACIU

Mobile Number : 07880324565

Post Code : AL7 3SB

1st Line of Address : 98 Salisbury Road, WELWYN GARDEN CITY, HERTFORDSHIRE, AL7 3SB, GB

Email Address : andra_vaciu1984@yahoo.cm

Model # : GSXV90MCAE.AMCQLGU

Serial # : 106TRVM1W439

DOP : 01/12/2021

Retailer : CURRYS

[Customer Issues] CURRYS FRIDGE WATER DISPENSER DOESN'T MAKE ANY ICE E CL ERROR CODE The panel doesn't work Unplugged and plug in again.

[Consultation contents] AI Summary Recommendations

Contact Reason: Customer is experiencing issues with their LG fridge freezer, specifically that the water dispenser and ice maker are not functioning, and an error code ECL is displayed inside the freezer.
Customer Request: Customer seeks to schedule a service appointment for a technician to inspect the fridge freezer and potentially resolve the issues under warranty.
Agent Solution: Agent confirmed the error code indicates a low side refrigerant leak or restriction. After verifying the warranty status, the agent explained that the standard warranty had expired, but offered to provide contact information for a local authorized service center for a chargeable repair.
Resolution Acceptance: No. The customer expressed dissatisfaction with the warranty situation and was unclear about the next steps regarding repair costs and potential refunds.
Customer Pain Point: Customer is frustrated by the malfunctioning fridge freezer, the lack of clarity regarding warranty coverage, and the potential costs associated with repairs.
Notable Comments: Customer mentioned they were informed by the retailer about a five-year warranty, which the agent clarified was not applicable for their purchase date. Customer is concerned about the costs of repairs and the possibility of not receiving any support from LG.

[Request] DONE PROVIDED ASC NUMBER

CNU250624538667

Surname : EDEH

Mobile Number : 07577425242

Post Code : SE12 9AR

1st Line of Address : 1 Blenheim Close, LONDON, SE12 9AR, GB

Email Address : pam.edeh@yahoo.com

Model # : GMX844MCKV.AMCQLGU

Serial # : 006TRUB3E782

DOP : 01/09/2020

Retailer : CUSTOM ELECTRONIC DESIGN LTD

[Customer Issues] FRIDGE DEFROSTED EARLY MAY NOT FREEZING MARCH APRIL IS NOT MAKING ICE

Temperature in Fridge 1 and Freezer -21. Checked the compressor still working. No foods block the front of the air vents. No any visible damage or tear on the gasket seal. Unit have a proper spacing in the sides and at back for ventilation. Opening the door only when needed to get something. No error codes. [Consultation contents] AI Summary Recommendations

Contact Reason: Customer called regarding ongoing issues with their fridge freezer, which has not been cooling properly for over a month, leading to spoiled food. The problem began with the ice maker and escalated to the freezer not freezing at all.
Customer Request: Customer seeks assistance for the malfunctioning fridge freezer and is frustrated about having to pay for repairs shortly after a previous service visit.
Agent Solution: Agent confirmed the unit is out of warranty and explained the terms of previous repairs. The agent offered to provide contact information for an authorized service center for further assistance, as the issue exceeded the 90-day warranty period for the last repair.
Resolution Acceptance: No. The customer expressed dissatisfaction with the proposed solution, feeling it was unfair to pay for repairs again so soon after the last service.
Customer Pain Point: Customer is frustrated with the recurring issues and the perceived lack of support from LG, feeling that they should not have to pay for repairs shortly after a previous service.
Notable Comments: Customer requested to speak with a manager due to dissatisfaction with the service and expressed concern about the cost of ongoing repairs for a high-priced appliance.

[Request] DONE ESCALATED TO LEVEL 2

CNU250624538894 RNU250624052283

Surname : WILLIAMS

Mobile Number :

Post Code : WS14 9TQ

1st Line of Address : 1 Heath Avenue,Whittington Barracks LICHFIELD, WS14 9TQ, GB

Email Address : mj.williams.cp@gamail.com

Model # : FDT208W.ABWQMUK

Serial # : 412VODG00754

DOP : 05/04/2025

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] TUMBLE DRYER Normal loads customer is not overloading the unit. Loads are not getting tangled. Customer thinks that there is blockage because its not draining. Pulled out the water tank and emptied it. Unit have a proper spacing for the sides and at the back for ventilation. No error codes. Issue persist. No parking permit needed.

[Consultation contents] AI Summary Recommendations

Contact Reason: Customer is calling regarding a tumble dryer that is not drying clothes properly and is not draining water, indicating a potential blockage. The customer has the serial number ready for reference.
Customer Request: The customer seeks to schedule a service appointment for the tumble dryer under warranty due to the malfunction.
Agent Solution: The agent verified the customer's account and asked several troubleshooting questions, including checking for blockages and ensuring proper ventilation. After confirming the issue persists, the agent proceeded to document the customer's details, including the serial and model numbers, to schedule a service appointment.
Resolution Acceptance: Yes. The customer accepted the need for a service appointment after confirming the issue with the dryer.
Customer Pain Point: The customer expressed frustration over having to repeat information previously provided and the inconvenience caused by the dryer malfunctioning shortly after purchase.
Notable Comments: The customer mentioned that the tumble dryer was purchased in April of the current year and had been functioning well until the previous day.

[Request] DONE BOOKING