Offline Notepad View raw

Shared snapshot

08/07 CALLS

CNU250708664490

RNU250708048300

Surname : CLARKE

Mobile Number : 07775827712 / 01273 478635

Post Code : BN7 2UR

1st Line of Address : 37 Mountfield Road, LEWES, BN7 2UR, GB

Email Address : it@logicmarker.co.uk

Model # : FH4G1BCS2.ABWQKUK

Serial # : 201KWPV0Y064

DOP : 22/12/2022

Retailer : SONIC MEGASTORE

[Customer Issues] WASHER OE 4 WEEKS AGO

Cleaned the pump filter. Pipes are not blocked. Outlet pipes is not exceeding the 1m height. Checked the drain hose its not restricted or kinked. Customer didn't do any extended length to the drain hose. Unplugged and plug in. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is experiencing an OE error with their LG washing machine, which has been occurring for about four weeks.

  2. Customer Request: Customer seeks assistance with the OE error and wants to verify warranty coverage for potential service.

  3. Agent Solution: Agent confirmed the washing machine is under a five-year warranty and checked the customer's account details. The agent noted the previous case number and offered to send a text message with further instructions. The agent also acknowledged the ongoing OE error and indicated that a new case would be created for follow-up.

  4. Resolution Acceptance: Yes. The customer accepted the agent's proposal to send a text message with further instructions regarding the warranty service.

  5. Customer Pain Point: Customer is frustrated with the recurring OE error and the inconvenience it has caused over the past month, especially since they had previously contacted support.

  6. Notable Comments: Customer mentioned they had a previous call regarding the issue and had received a case number, but could not find it during this interaction.

[Request] DONE BOOKING

CNU250708665822

Surname : DAVIS

Mobile Number : 07359782921

Post Code : GL1 5PX

1st Line of Address :

Email Address : carla.louise.bailey@icloud.com

Model # : FWV796STSE

Serial # : 205PNQE0S620

DOP : 04/08/2022

Retailer : CURRYS

[Customer Issues] 3YRS AGO WASHER DRYER NOT DRYING THE CLOTHES 3 DAYS AGO Cotton tops

No error codes. No noise. No vibration. No leakage. Normal cotton loads and take 5hrs to dry. Dry only settings. Used tub clean every week with washing machine cleaner. Issue persist.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about a washer-dryer unit that is not drying clothes properly, despite washing fine. The issue started approximately three days ago, and the unit is still under warranty.

  2. Customer Request: Customer seeks a service appointment to have the washer-dryer inspected and potentially repaired.

  3. Agent Solution: The agent provided troubleshooting steps, including checking the load size and drying settings. The agent explained that the load may be too light for effective drying and confirmed that the customer uses the tub clean feature regularly. The agent also created an account for the customer and requested proof of purchase to verify warranty status before scheduling a service.

  4. Resolution Acceptance: Yes. The customer accepted the agent's proposal to send an SMS for proof of purchase and agreed to proceed with scheduling a service appointment once the warranty is confirmed.

  5. Customer Pain Point: Customer expressed frustration over the prolonged drying time (approximately five hours) and the inconvenience of the washer-dryer not functioning as expected, especially since it is still under warranty.

  6. Notable Comments: Customer mentioned that the unit was purchased online from Curry and that her husband handled the purchase, making it necessary to obtain the receipt from him. The customer also indicated that this was her first time contacting LG for assistance.

[Request] ONCE RECEIVED THE PHOTOS WILL REGISTER THE UNIT FOR EXTENDED TO COVER THE BOOKING REPAIR

Surname : MRS. NELSON

Mobile Number : 01243958540

Post Code :

1st Line of Address :

Email Address :

Model # : GSL961PZBV

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDGE IN 2018

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about a 2018 LG American fridge freezer that is not producing ice or water, leading to food loss due to defrosting. Customer suspects a compressor issue based on previous engineer consultations.

  2. Customer Request: Customer seeks confirmation on whether the compressor is covered under warranty and requests assistance in getting the unit repaired.

  3. Agent Solution: Agent confirmed that the compressor has a 10-year warranty but noted that the unit is over six years old, which limits LG's ability to book service. The agent advised the customer to contact a local engineer for the compressor replacement and provided two local engineer contact numbers for assistance.

  4. Resolution Acceptance: Yes. The customer accepted the agent's suggestion to contact a local engineer for repairs and agreed to follow up with LG for reimbursement of the compressor part after payment.

  5. Customer Pain Point: Customer expressed frustration over losing all food in the freezer and the inconvenience of living without a functioning fridge, highlighting the urgency of the situation.

  6. Notable Comments: Customer mentioned having all necessary documentation for the warranty and expressed concern about the potential costs of the repair, seeking an estimate from the local engineer.

[Request] DONE PROVIDED PACIFICA NUMBER FOR HER TO COORDINATE THE ISSUE

CNU250708667068

Surname : IJOYEMI

Mobile Number : 07809197636

Post Code : SE7 7FU

1st Line of Address : Flat 201 Lockington Apartments, GALLIONS ROAD, LONDON, SE7 7FU, GB

Email Address : the_goldensphere@yahoo.com

Model # : F6V910BTSA.ABLQPUK

Serial # : 301PNUR5U854

DOP : 28/07/2023

Retailer : Boots Kitchen Appliance

[Customer Issues] WASHER

No parking permit needed.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to arrange a repair for their LG washing machine, which has a damaged rubber gasket causing leaks during operation.

  2. Customer Request: Customer seeks to proceed with the repair after providing proof of purchase and wants clarification on the repair costs.

  3. Agent Solution: Agent confirmed the washing machine is still under warranty and coordinated with technical experts. The agent informed the customer that the gasket replacement would cost £125, as it was deemed a chargeable repair due to potential misuse. The agent also explained the warranty coverage limitations.

  4. Resolution Acceptance: Yes. The customer accepted the repair cost and agreed to proceed with the replacement despite concerns about warranty coverage.

  5. Customer Pain Point: Customer expressed frustration over the warranty terms, feeling that the charge for the gasket replacement contradicts the purpose of having a warranty, especially given the regular use of the machine by a family.

  6. Notable Comments: Customer highlighted the frequent use of the washing machine due to family needs and questioned the classification of the issue as misuse, emphasizing that wear and tear is expected with regular use.

[Request] CUSTOMER HAS BEEN ASSISTED FOR THE BOOKING CHARGEABLE

Surname :

Mobile Number : 07836239246

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER HUMMING NOISE

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about a 10-year-old washing machine that is making a loud whirring noise during the wash cycle and is seeking assistance with smart diagnosis instructions and repair options.

  2. Customer Request: Customer requests information on how to perform smart diagnosis and inquires about scheduling a repair service, acknowledging that they are willing to pay for the service.

  3. Agent Solution: Agent explained that they cannot book a repair for units over six years old but provided the customer with contact information for authorized service centers in their area. The agent shared two service center phone numbers for the customer to reach out directly.

  4. Resolution Acceptance: Yes. The customer accepted the provided information and expressed gratitude for the assistance.

  5. Customer Pain Point: Customer is frustrated that the washing machine is malfunctioning after only ten years and is concerned about the noise disrupting their laundry routine.

  6. Notable Comments: Customer mentioned they are aware the machine is out of warranty and are prepared to pay for the repair service. They also confirmed they have the necessary information to contact the service centers.

[Request] DONE NO NEED TO DOCU

Surname :

Mobile Number : 07915784659

Post Code :

1st Line of Address :

Email Address :

Model # : FH4U2VCN2

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER DOOR SEAL MDS55242601 Gasket

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to order a new rubber door seal for their LG washing machine, which has a tear. The model number provided is FH4U2VCN2.

  2. Customer Request: Customer seeks assistance in obtaining the correct part number for the rubber door seal to facilitate a purchase.

  3. Agent Solution: Agent coordinated with technical experts to obtain the part number for the rubber door seal. The part number provided is MDS55242601, which the customer can purchase from the LG website. The agent also mentioned a clamp part number but clarified that it is separate from the gasket.

  4. Resolution Acceptance: Yes. The customer accepted the part number provided and confirmed it was the correct one needed for their washing machine.

  5. Customer Pain Point: Customer expressed frustration over the difficulty in obtaining the correct part and the initial confusion regarding the clamp versus the rubber seal. They felt the customer service process was inefficient.

  6. Notable Comments: Customer mentioned that the washing machine is currently in Bangladesh and that they need to order the part from the UK. They also indicated prior communication with local LG representatives who could not provide the necessary information.

[Request] DONE PROVIDED PART NUMBER AND 4LG

Surname : CHOWDHURY

Mobile Number : 07956212521

Post Code :

1st Line of Address :

Email Address :

Model # : FH4U2VCN2

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER 4861EN3004B Clamp assy.

MDS55242601 GASKET 2358621OH AGENT

MDS41955002 GASKET SHOWING THE MODEL OF THE UNIT 2341412OH CUSTOMER

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to inquire about purchasing a replacement door seal for their washing machine, model F84U2VCN2, as the current seal is broken.

  2. Customer Request: Customer seeks assistance in identifying the correct part number for the door seal from the LG website due to confusion over multiple options available.

  3. Agent Solution: Agent verified the washing machine model and provided the correct part number (MDS55242601) for the door seal. The agent also discussed the possibility of needing a clamp for installation and suggested that the customer could replace the part themselves or hire a local engineer if needed.

  4. Resolution Acceptance: Yes. The customer accepted the provided part number and expressed intent to order the part online.

  5. Customer Pain Point: Customer expressed frustration over the difficulty in finding the correct part number on the website and concerns about potentially damaging existing components during replacement.

  6. Notable Comments: Customer mentioned having a friend who can assist with the repair, indicating a preference to handle the replacement personally rather than hiring a professional service.

[Request] DONE NO NEED TO DOCU

Surname : OGWE

Mobile Number : 07943524141

Post Code : CR0 9ET

1st Line of Address : 133 North Walk, CROYDON, CR0 9ET, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] RETURNED

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling to inquire about a refund for an item they returned, as they have not received any updates regarding the status of the return.

  2. Customer Request: The customer is seeking a refund for the returned item and wants to know the status of the return process.

  3. Agent Solution: The agent checked the customer's account and confirmed that the return has been tagged to the LG shop. The agent attempted to coordinate with the LG shop department for further assistance and planned to transfer the customer to the appropriate department for resolution.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution as they were frustrated with the lack of information and requested to be directly connected to the relevant department.

  5. Customer Pain Point: The customer expressed frustration over the delay in receiving their refund and the lack of communication regarding their return status.

  6. Notable Comments: The customer mentioned they do not have the order number readily available and emphasized that the company should have all necessary information on file.

[Request] DONE

Surname :

Mobile Number : 07985190481

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] LG WASHER Installation information

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is inquiring about purchasing an LG washing machine and wants to know about the installation process and associated fees.

  2. Customer Request: Customer seeks clarification on whether installation is included with the purchase and the cost of installation services.

  3. Agent Solution: Agent explained that installation is available for a fee, which is £30 for members and £50 for non-members. The agent also clarified that the installation fee does not cover plumbing services. The agent offered to direct the customer to the website for detailed installation terms and conditions.

  4. Resolution Acceptance: Yes. The customer accepted the information provided and expressed gratitude for the assistance.

  5. Customer Pain Point: Customer is frustrated by the lack of clarity regarding installation services and fees, indicating a need for more straightforward information.

  6. Notable Comments: Customer mentioned needing information about the waste pipe connection for the washing machine, highlighting a specific concern related to installation logistics.

[Request] DONE NO NEED TO DOCU

RNU250708052977

Surname : BEIK

Mobile Number : 07481531764

Post Code : W14 9LZ

1st Line of Address : Flat 31 Fairburn House Ivatt Place LONDON, W14 9LZ, GB

Email Address : britneybeik88@gmail.com

Model # : FWY696GBLN1.AMBQPUK

Serial # : 406PNRT7Y246

DOP : 25/09/2024

Retailer : CURRYS

[Customer Issues] WASHER

If the customer still insist for a repair without sending a picture or evidence that there is a leak, we can book a repair. But, if the result is the same with the previous repair which is NFF, we won’t assist further.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling regarding a faulty LG washing dryer purchased from Currys, which has been reported as needing replacement by Currys' repair team due to ongoing issues, including leaking.

  2. Customer Request: Customer seeks a second engineer visit from LG to confirm the fault and provide a report necessary for Currys to process a replacement under warranty.

  3. Agent Solution: Agent acknowledged the customer's request and attempted to coordinate with the repair department for a second engineer visit. The agent explained that the previous engineer found no fault, but the customer insisted on another inspection due to persistent issues. The agent promised to follow up on scheduling the visit.

  4. Resolution Acceptance: No. The customer did not accept the agent's explanation and insisted on a second engineer visit, expressing frustration over the lack of resolution.

  5. Customer Pain Point: Customer is frustrated with the ongoing issues with the washing dryer, feeling stressed and tired of the back-and-forth communication between LG and Currys. They expressed dissatisfaction with the product quality after only four months of use.

  6. Notable Comments: Customer emphasized the urgency of the situation, mentioning the warranty duration of ten years and their willingness to escalate the issue to higher management if necessary. They also highlighted the significant cost of the machine, which was nearly £1,000.

[Request] DONE BOOKING

CNU250708671713

RNU250708053136

Surname : CHLOE FORBES

Mobile Number : 07775978814 /

Post Code : OX14 4DF

1st Line of Address : 14 TYRRELLS WAY, SUTTON COURTENAY

Email Address : chloeforbes@live.co.uk

Model # : F6V1009WTSE.ABWQPUK

Serial # : 011PNNA28751

DOP : 04/05/2021

Retailer : APPLIANCE DIRECT

[Customer Issues] WASHER NOT DRAINING

P2021-05-04011PNNA28751

No error codes. Normal cotton clothes and normal loads. Normal 30 min wash. Unit is properly leveled. Unplugged and plug in. Issue persists.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling regarding an LG washing machine that has stopped draining water and has a broken part in the drainage section. The customer recalls an error code UE was displayed previously.

  2. Customer Request: Customer seeks assistance to schedule a repair service under warranty for the washing machine.

  3. Agent Solution: The agent provided troubleshooting steps, explaining that the UE error indicates an unbalanced load. The agent requested the customer to take a picture of the broken part and the invoice for the washing machine. The agent confirmed that the unit is still under an extended warranty, which covers the repair.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to provide the requested photos for documentation.

  5. Customer Pain Point: Customer expressed frustration over the washing machine malfunctioning, especially since it had previously drained without issues. The customer was unaware of the extended warranty until informed by the agent.

  6. Notable Comments: Customer mentioned that the washing machine was purchased from Appliances Direct and that they have home insurance, which they considered using if the LG warranty expired. The customer was surprised to learn about the extended warranty ending in May 2026.

[Request] DONE BOOKING