27/09 CALLS · Offline Notepad

CNU250927406608

Surname : COATES

Mobile Number : 07711483722

Post Code : E15 4AU

1st Line of Address : 41 Amity Road, LONDON, E15 4AU, GB

Email Address : greenbadgesam73@gmail.com

Model # : F4V309SNE.ASSQPUK

Serial # : 204PWWHM8321

DOP : 07/06/2022

Retailer : CURRYS

[Customer Issues] WASHER

Unplugged the appliance and waited for 1 minute before plugged it back. Filled the machine of 2 liters lukewarm water and leave for 10 minutes and remove the water by starting spin only. No noise. No leakage. Unit is properly leveled. Unit has a proper scaping in the sides and at the back. Issue persists.

Parking permit is needed.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer experiencing a fault with washing machine. Seeking troubleshooting advice. [Product Symptom]

Symptom: Washing machine not functioning properly; customer performed initial troubleshooting steps without resolving the issue.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Customer added water to the drum, waited 15 minutes, and ran a spin cycle; no fault code appeared.
History: Customer mentioned a previous conversation regarding troubleshooting steps and warranty information. [Agent Solutions]

Verify Appliance: Confirmed the appliance is a washing machine, not a fridge.
Review Troubleshooting Steps: Asked customer to detail previous troubleshooting steps taken.
Suggest Further Troubleshooting: Advised customer to unplug the appliance for 1 minute and then plug it back in.
Check for Noise and Leveling: Inquired if the washing machine was making noise or rocking during operation; customer confirmed it was fine.
Verify Spacing: Asked about proper spacing around the washing machine; customer confirmed it was adequate.
Discuss Warranty: Inquired about warranty status and requested proof of purchase and serial sticker for warranty registration.

[Final Resolution]

Customer advised to unplug the washing machine and check for any further issues. Requested proof of purchase and serial sticker for warranty registration. No immediate resolution achieved. [Service Notes]
Customer mentioned a ten-year warranty on the washing machine, but it only covers the motherboard. Previous discussions about extended warranty options noted. [Executive Summary] The customer contacted support regarding a fault with their washing machine and detailed previous troubleshooting steps taken, which included adding water and running a spin cycle. The agent verified the appliance type and suggested further troubleshooting steps, including unplugging the machine. The customer confirmed no unusual noises or leveling issues. The conversation included discussions about warranty status and the need for proof of purchase for warranty registration. No immediate resolution was reached, and the customer was advised on next steps.

[AI Summary]

[Contact Reason]

Customer experiencing issues with washing machine. Seeking troubleshooting advice and warranty information. [Product Symptom]

Symptom: Washing machine not functioning properly; customer performed initial troubleshooting steps without resolving the issue.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Customer added water to the drum, ran a spin cycle, and received no fault code.
History: Customer mentioned a ten-year warranty for the motherboard but unclear about coverage for other parts. [Agent Solutions]

Verify Appliance: Agent confirmed the appliance is a washing machine, not a fridge.
Request Troubleshooting Steps: Agent asked customer to detail previous troubleshooting steps.
Suggest Unplugging: Agent advised unplugging the appliance for one minute and then plugging it back in.
Check for Noise and Leveling: Agent inquired about any noise or leakage and confirmed the machine is properly leveled.
Verify Spacing: Agent checked if the washing machine has proper spacing around it.
Discuss Warranty: Agent discussed the need for proof of purchase and serial number for warranty registration.
Suggest Running a Cycle: Agent recommended running a cycle on an empty machine to check for error codes.
Confirm Next Steps: Agent explained the process for submitting proof of purchase for extended warranty.

[Final Resolution]

Customer to run an empty cycle on the washing machine. Agent will send a link for submitting proof of purchase for warranty registration. Repair service will be scheduled upon approval. [Service Notes]
Customer needs to obtain proof of purchase from partner. Extended warranty discussed for potential coverage of repairs. [Executive Summary] Customer contacted support regarding issues with their washing machine. Initial troubleshooting steps were performed without success. The agent provided additional troubleshooting advice, including running an empty cycle and discussed warranty registration requirements. Customer agreed to run the cycle and will obtain proof of purchase for extended warranty coverage. The agent will follow up with a link for submission of the required documents.

[Request] WILL REGISTER AND BOOK

CNU250927406955

Surname : OLOUGHLIN

Mobile Number : 0858534424

Post Code : D09 H0F4

1st Line of Address : 419 COLLINSWOOD, COLLINS AVENUE, DUBLIN 9, D09 H0F4, IE

Email Address : jol-61@hotmail.com

Model # : DF455HMS.ABMQEUK

Serial # : 403KWEL2S932

DOP : 05/11/2024

Retailer : HARVEY NORMAN

[Customer Issues] DISHWASHER NOT WASHING DISHES FEW WEEKS NOW IE ERROR

Customer cannot disconnect the filter because they are afraid to break it because it's very stiff in the back of the unit. Customer can hear the water pumping inside the unit and verified the Inlet hose still providing the water. Unplugged and plug in. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer experiencing issues with dishwasher. Error code "IE" indicating inlet error. Dishwasher not completing cycles. [Product Symptom]

Symptom: Dishwasher displays "IE" error code, indicating an inlet error. Red light activates, and the unit does not finish the cycle.
Timeline/Duration: Issue started a few days ago. Error occurs intermittently after a few minutes of operation.
Environment: Not Specified.
Self-troubleshooting: Customer unplugged the appliance for five minutes and plugged it back in. Attempted to clean the water filter but could not disconnect it due to stiffness.
History: Purchased in November last year from a retail store. [Agent Solutions]

Verify Error Code: Confirmed "IE" error code indicating inlet error.
Suggest Power Cycle: Advised customer to unplug the dishwasher for a few minutes and then plug it back in. Customer confirmed it worked temporarily.
Inquire About Filter Cleaning: Asked if the customer tried cleaning the water filter. Customer reported difficulty disconnecting the filter due to stiffness.
Check Water Circulation: Confirmed that water circulates inside the unit but the red light activates again after a few minutes.

[Final Resolution]

Scheduled repair service for further diagnosis. Customer advised to check the filter once able to disconnect it safely. [Service Notes]
Customer expressed concern about breaking the filter while attempting to clean it. [Executive Summary] The customer reported an issue with their dishwasher displaying an "IE" error code, indicating an inlet error. The agent confirmed the error and suggested troubleshooting steps, including a power cycle and checking the water filter. The customer attempted these steps but faced difficulties with the filter due to its stiffness. A repair service has been scheduled for further assistance.

[AI Summary]

[Contact Reason]

Customer experiencing issues with dishwasher. Error code "IE" indicating inlet error. Dishwasher not completing cycles. [Product Symptom]

Symptom: Dishwasher displays "IE" error code, indicating an inlet error. Red light activates, and the unit does not finish the cycle.
Timeline/Duration: Issue started a few days ago. Error occurs intermittently.
Environment: Not Specified.
Self-troubleshooting: Customer unplugged the appliance for five minutes and plugged it back in; the dishwasher worked briefly before the error returned. Customer attempted to clean the water filter but found it too stiff to disconnect.
History: Dishwasher purchased in November of the previous year from a retail store. [Agent Solutions]

Verify Error Code: Confirmed "IE" error code indicating inlet error.
Suggest Power Cycle: Advised customer to unplug the dishwasher for a few minutes and plug it back in. Customer confirmed this was done, but the issue recurred.
Inquire About Filter Cleaning: Asked if the customer had tried cleaning the water filter. Customer reported difficulty disconnecting the filter due to stiffness.
Check Water Circulation: Confirmed that the customer can hear water circulating inside the unit, but the red light activates again shortly after.
Create Account for Repair: Collected customer information to create an account for repair assistance.
Provide Serial Number Guidance: Instructed customer on how to locate the serial number on the dishwasher door.
Request Photo of Error Code: Asked customer to provide a photo of the error code for further assistance.
Provide Case Number: Supplied customer with a case number for tracking the repair request.

[Final Resolution]

Customer to send a photo of the error code via a provided link. Repair service will be scheduled, and the customer will be contacted within two business days for a specific repair date. [Service Notes]
Customer expressed concern about breaking the filter while attempting to clean it. [Executive Summary] The customer reported an "IE" error code on their dishwasher, indicating an inlet error, which prevents the unit from completing its cycle. The agent confirmed the error and suggested troubleshooting steps, including power cycling the unit and attempting to clean the water filter. The customer faced difficulties with the filter and provided necessary information for account creation. A case number was issued, and the customer was instructed to send a photo of the error code for further assistance. The repair service will be scheduled, with follow-up expected within two business days.

[Request] DONE BOOKING AND SMS

CNU250927407322

Surname : SIRBUL

Mobile Number : 07553981112

Post Code : NN6 0SG

1st Line of Address : 10 BLAINE WAY, Overstone NORTHAMPTON, NN6 0SG, GB

Email Address : dimcik8@gmail.com

Model # : FCV309WNE.ABWQPUK

Serial # : 303PNKG60557

DOP : 17/06/2023

Retailer : CURRYS

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquiring about washing machine warranty and received a voice message. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Verification of Customer Details: Agent requested surname and postcode for verification.
Purchase Date Inquiry: Agent asked for the exact purchase date of the washing machine.
Warranty Explanation: Agent explained the warranty terms, clarifying that the standard warranty is two years for parts and labor, while the ten-year warranty applies only to the direct drive motor.

[Final Resolution]

Customer informed about warranty status; unit out of standard warranty. No further troubleshooting steps taken. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding the warranty status of their washing machine after receiving a voice message. The agent verified the customer's details and purchase date, explaining that the unit is out of the standard two-year warranty, while the ten-year warranty applies only to the direct drive motor. The customer expressed confusion regarding the warranty terms. No further troubleshooting was performed, and the customer was informed of the warranty status.

[AI Summary]

[Contact Reason]

Customer inquiring about warranty status for washing machine after receiving a voice message. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Verify Customer Information: Checked customer surname and postcode for account verification.
Check Purchase Date: Inquired about the exact purchase date of the washing machine.
Explain Warranty Terms: Clarified that the washing machine has a standard two-year warranty for parts and labor, while the direct drive motor has a ten-year warranty.
Confirm Warranty Status: Informed customer that the unit is out of warranty as of the current date.

[Final Resolution]

Customer informed about warranty expiration. No further troubleshooting steps taken as the unit is out of warranty. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding the warranty status of their washing machine after receiving a voice message. The agent verified the customer's information and confirmed the purchase date. The agent explained the warranty terms, clarifying that the washing machine has a standard two-year warranty for parts and labor, while the direct drive motor is covered for ten years. The customer was informed that the unit is currently out of warranty. No further actions were taken as the warranty period has expired.

[Request] DONE

Surname :

Mobile Number : 07969179331

Post Code :

1st Line of Address :

Email Address :

Model # : F4X5511THB

Serial # :

DOP : INSTALLED TODAY MORNING /

Retailer : CURRYS

[Customer Issues] EZ DISPENSE F2X50S9TWB

[Consultation contents] [AI Summary]

[Contact Reason]

Customer experiencing issues with softener not dispensing in newly purchased washing machine. Seeking guidance on proper usage. [Product Symptom]

Symptom: Softener not dispensing during wash cycle despite being placed in the correct compartment.
Timeline/Duration: Recently installed; first occurrence noted during initial use.
Environment: Not Specified.
Self-troubleshooting: Followed owner's manual instructions; attempted to adjust settings.
History: Recently purchased washing machine to replace an older model. [Agent Solutions]

Verify Model: Confirmed model number of the washing machine.
Explain Easy Dispense Function: Explained that the machine dispenses detergent and softener gradually over multiple washes.
Adjust Softener Dispensing: Advised customer to fill the softener compartment fully and adjust settings on the control panel for desired dispensing amount.
Manual Dispensing Option: Discussed the option to manually add softener during the rinse cycle if preferred.
Offer Alternative Model: Suggested considering a different model with a traditional dispenser if the customer is uncomfortable with the current machine's functionality.

[Final Resolution]

Customer advised on proper usage of the softener dispenser. Suggested filling the compartment fully and adjusting settings. Offered alternative model for consideration if the current machine does not meet expectations. [Service Notes]
Customer expressed difficulty adapting to the new machine's features compared to the previous model. Potential need for further assistance or alternative model if issues persist. [Executive Summary] The customer contacted support regarding a newly installed washing machine, specifically about the softener not dispensing as expected. The agent provided detailed explanations about the machine's easy dispense function and advised on how to properly fill and adjust the softener compartment. The customer was informed about the option to manually add softener during the rinse cycle. Additionally, the agent suggested considering a different model if the current machine's functionality does not align with the customer's preferences. The customer remains uncertain about the new machine's operation and may require further assistance.

[AI Summary]

[Contact Reason]

Customer experiencing issues with softener not dispensing in newly purchased LG washing machine. Seeking guidance on proper usage. [Product Symptom]

Symptom: Softener not dispensing during wash cycles despite following owner's manual instructions.
Timeline/Duration: Recently installed; first occurrence noted immediately after installation.
Environment: Not Specified.
Self-troubleshooting: Customer attempted to follow manual instructions for softener dispensing.
History: Recently purchased and installed washing machine. [Agent Solutions]

Verify Model: Confirmed model number of the washing machine.
Explain Easy Dispense: Explained the easy dispense function and how it works.
Manual Dispensing Guidance: Instructed customer on how to manually adjust softener dispensing settings.
Softener Compartment Usage: Advised customer to fill the softener compartment fully for proper dispensing.
Control Panel Settings: Guided customer on using the control panel to adjust settings for softener dispensing.
Maintenance Tips: Provided information on maintaining the dispenser to prevent clogging.
Alternative Options: Offered to provide model numbers for simpler washing machines if customer prefers.
Return Policy: Informed customer about the 28-day return policy for the washing machine.

[Final Resolution]

Customer advised to try filling the softener compartment fully and adjusting settings. Suggested contacting retailer for potential replacement if issues persist. Customer encouraged to give the machine a chance. [Service Notes]
Customer expressed difficulty adapting to the new washing machine's features. Potential for confusion with the easy dispense function noted. [Executive Summary] The customer contacted support regarding issues with the softener not dispensing in their newly installed LG washing machine. The agent provided detailed guidance on using the easy dispense feature, including filling the softener compartment and adjusting control panel settings. The customer was informed about maintenance practices and the option to return the machine within 28 days if they find it too complicated. The customer was encouraged to try the machine with the provided instructions before making a decision on replacement.

[Request] PRODUCT USAGE ONLY

CNU250927407812

Surname : RAIKES

Mobile Number : 07932703767

Post Code : DD2 4AD

1st Line of Address : 627 Charleston Drive, DUNDEE, DD2 4AD, GB

Email Address : David.raikes@nhs.scot

Model # : FWY996BCTN4.APBQPUK

Serial # : 403PNGX0H071

DOP : 16/07/2024

Retailer : CURRYS

[Customer Issues] RNU250913036894

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquiring about repair status for washing machine. [Product Symptom]

Symptom: Dial knob on display panel not working; machine turns off unexpectedly.
Timeline/Duration: Not working for the past few weeks; issue started approximately three months ago.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Parts ordered for repair; waiting for parts to arrive. [Agent Solutions]

Verify Reference Number: Customer provided reference number RN250913036894.
Account Verification: Customer's surname and address verified.
Check Repair Status: Confirmed repair scheduled for October 10 due to pending parts.
Offer to Request Sooner Appointment: Agent offered to email authorized service center for an earlier appointment.

[Final Resolution]

Agent to request an earlier appointment for repair service. [Service Notes]
Customer has been without a functioning washing machine for about three months. [Executive Summary] The customer contacted support regarding the status of a washing machine repair, reporting that the dial knob is not functioning and the machine turns off. The agent verified the customer's account and confirmed that the repair is scheduled for October 10 due to pending parts. The customer expressed frustration over the delay, having been without a working machine for three months. The agent offered to request an earlier appointment with the service center.

[AI Summary]

[Contact Reason]

Customer inquiring about the status of a washing machine repair and requesting an earlier appointment due to prolonged issues. [Product Symptom]

Symptom: Dial knob on display panel not working; machine turning off unexpectedly.
Timeline/Duration: Not working for about three months; waiting for repair since the last visit.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Multiple repair attempts; fourth visit scheduled for October 10. [Agent Solutions]

Verify Repair Status: Checked the repair status and confirmed parts were ordered, causing delay.
Request Earlier Appointment: Offered to send an email to the repair department requesting a sooner appointment.
Document Customer's Situation: Noted the customer's prolonged lack of a functioning washing machine.
Provide Parts Information: Informed customer about parts ordered, including switch assembly and PCB assemblies.

[Final Resolution]

Agent requested an earlier appointment for the customer. Awaiting response from the repair department within two business days. Update to be provided on Monday. [Service Notes]
Customer has been without a working washing machine for three months. Multiple repair attempts have been made, with the next scheduled visit being the fourth. [Executive Summary] The customer contacted support regarding the status of a washing machine repair, expressing frustration over the prolonged issue lasting three months. The agent verified the repair status, confirmed parts were ordered, and requested an earlier appointment on behalf of the customer. The agent provided details about the parts ordered and assured the customer that an update would be given within two business days. The next scheduled repair visit is on October 10, marking the fourth attempt to resolve the issue.

[Request] DONE REQUESTING FOR THE REPAIR

CNU250927407916

Surname : BROOM

Mobile Number : 07929645773

Post Code : EX13 5QF

1st Line of Address : Latches, North Street, AXMINSTER, EX13 5QF, GB

Email Address : t.k.broom48@gmail.com

Model # : F4V309WNW.ABWQPUK

Serial # : 303PNEX34703

DOP : 30/05/2023

Retailer : ELECTROBUY LTD T/A EURONICS IRELAND

[Customer Issues]

No parking permit needed. Extended Warranty: P2023-05-30303PNEX34703

Unplugged and plug in. Cleaned the filter. Customer is only putting light load. Unit has a proper spacing in the sides and ta the back. Unit is properly leveled.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquiring about repair service for a unit with an error code U5. [Product Symptom]

Symptom: Error code U5 displayed on the unit.
Timeline/Duration: Occurred after using the unit for a short spin; previously worked fine in the morning.
Environment: Not Specified.
Self-troubleshooting: Unplugged and re-plugged the appliance, cleaned the filter.
History: Purchase date recorded as May 30, 2023; customer has an extended warranty of five years. [Agent Solutions]

Verify Proof of Purchase: Requested proof of purchase due to warranty verification.
Confirm Error Code: Confirmed the error code U5 with the customer.
Check Troubleshooting Steps: Asked if the customer had unplugged the unit and re-plugged it; confirmed customer had done this.
Inquire About Load: Asked about the load size; customer confirmed it was a light load.
Verify Unit Condition: Checked if the unit was properly leveled and had adequate spacing; customer confirmed both were fine.
Confirm Parking Permit: Inquired about parking permit for technician; customer confirmed no permit needed.
Verify Address and Contact Information: Confirmed address and email details with the customer.
Schedule Repair: Booked the repair service and informed the customer they would receive a reference number and contact from engineers.

[Final Resolution]

Repair service scheduled; reference number to be sent to the customer. Engineers to contact the customer for repair date. [Service Notes]
Customer has an extended warranty of five years. [Executive Summary] The customer contacted support regarding an error code U5 on their unit. The agent verified the proof of purchase and confirmed troubleshooting steps taken by the customer, including unplugging the unit and cleaning the filter. The agent scheduled a repair service and confirmed the customer's address and contact details. The customer will receive a reference number and further communication from the engineers regarding the repair date.

[AI Summary]

[Contact Reason]

Customer inquiring about repair service for a washing machine with an error code U5. [Product Symptom]

Symptom: Washing machine displays error code U5; unable to perform short spin cycle.
Timeline/Duration: Issue occurred after using the machine for a short spin; previously worked fine in the morning.
Environment: Not Specified.
Self-troubleshooting: Customer unplugged the appliance, cleaned the filter, and verified load size.
History: Purchased in May 2023; has an extended warranty of five years. [Agent Solutions]

Verify Proof of Purchase: Requested proof of purchase to confirm warranty status.
Check Error Code: Confirmed error code U5 with the customer.
Troubleshoot: Asked if the customer unplugged and re-plugged the appliance; customer confirmed they had.
Load Verification: Inquired about the load size; customer stated it was a light load.
Check Appliance Leveling: Confirmed the unit was properly leveled and not rocking during operation.
Parking Permit Inquiry: Asked if a parking permit was needed for the technician; customer confirmed parking is available.
Address Verification: Verified customer’s address and email for repair booking.
Repair Booking: Scheduled a repair service and informed the customer they would receive a reference number.

[Final Resolution]

Repair service booked; reference number to be sent after the call. Technician will contact the customer within two business days, with a request for contact on Monday due to the customer's upcoming holiday. [Service Notes]
Customer going on holiday for ten days starting Tuesday; needs technician to contact them on Monday. [Executive Summary] The customer contacted support regarding a washing machine displaying error code U5 and unable to perform a short spin cycle. The agent verified the proof of purchase and conducted troubleshooting steps, confirming the customer had already unplugged the unit and cleaned the filter. The agent scheduled a repair service and confirmed the customer's address and contact details. The customer requested the technician contact them on Monday due to an upcoming holiday. A reference number for the repair will be sent after the call.

[Request] DONE BOOKING AND SMS