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01/07 CALLS

CNU250701595222

Surname : INSAF AHAMED

Mobile Number : 07512903010

Post Code : RH11 7JP

1st Line of Address : 67 DEERSWOOD ROAD

Email Address : insafaha@hotmail.com

Model # : GSX961NSAZ.ANSQLGU

Serial # : 811TRTX2K577

DOP : 01/09/2019

Retailer :

[Customer Issues] Unit was purchased on 2020

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is inquiring about the warranty status of their fridge freezer purchased in 2020, specifically regarding the ten-year warranty for the inverter linear compressor.

  2. Customer Request: Customer seeks clarification on the warranty coverage, particularly if the engineer's visit is included under the ten-year warranty.

  3. Agent Solution: Agent explained that the ten-year warranty applies only to the compressor part and does not cover the engineer's visit, which falls under standard warranty terms for parts and labor. The agent confirmed that the warranty for the unit has expired.

  4. Resolution Acceptance: Yes. The customer accepted the information provided regarding the warranty coverage and acknowledged the expiration of the warranty.

  5. Customer Pain Point: Customer expressed frustration over the misunderstanding of the warranty terms, particularly regarding the coverage of the engineer's visit.

  6. Notable Comments: Customer mentioned having previously called to activate the guarantee, indicating a lack of clarity in communication about warranty details at that time.

[Request] DONE JUST WANT TO KNOW HIS WARRANTY INFO

CNU250701595858

Surname : BLEBOO

Mobile Number : 07979104846

Post Code : TN9 2QQ

1st Line of Address : 27 The Spinney, TONBRIDGE, TN9 2QQ, GB

Email Address : selase.bleboo@yahoo.com

Model # : FWV796WTSE

Serial # : 102PNJC2P508

DOP :

Retailer :

[Customer Issues] WASHER NO LAUNDRY AND WATER INSIDE DOOR IS LOCK DE1 LAST WEEK 2022

The door is closing properly. Normal loads in a wash. Cleaned the gasket every month. No clothes got trapped on the door. No visible damage on the lock mechanism. Tried to do empty wash in speed 14 and error code comes up dE2. No visible damage on the door gasket. Unplugged and plug in. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about an LG washer dryer that is displaying a door error code (DE 1) and is unable to open, despite having no laundry inside.

  2. Customer Request: Customer seeks assistance for troubleshooting the error and requests a repair appointment if the issue cannot be resolved.

  3. Agent Solution: The agent guided the customer through troubleshooting steps, including checking for visible damage, attempting an empty wash, and unplugging the appliance. The agent also created an account for the customer in the system for future assistance.

  4. Resolution Acceptance: No. The customer could not proceed with the repair booking due to the lack of purchase date and receipt, which are necessary for warranty verification.

  5. Customer Pain Point: Customer expressed frustration over the inability to locate the purchase receipt and the potential delay in getting the washer repaired, which is causing inconvenience.

  6. Notable Comments: Customer mentioned the washing machine was likely purchased in 2022 but could not recall the exact date or retailer. The agent noted that the customer could call back once the receipt is found to proceed with the repair.

[Request] DONE CUSTOMER WILL RING US BACK

Surname : FARGRIEVE

Mobile Number : 07980975468

Post Code : FY8 4AG

1st Line of Address : 33 Regent Avenue, LYTHAM ST. ANNES, FY8 4AG, GB

Email Address : marin2@hotmaial.co.uk

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] FREEZER THE DOOR IS NOT CLOSING PROPERLY

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling regarding an issue with their American fridge freezer, specifically that the door is not closing properly and is frosting up inside.

  2. Customer Request: Customer seeks to schedule a service appointment for an engineer to inspect and repair the freezer door.

  3. Agent Solution: Agent verified the customer's account and requested the serial number of the fridge freezer for documentation. Since the customer did not have the serial number at hand, the agent suggested the customer send a photo of the sticker later. The agent noted that they would book the repair once the information is received.

  4. Resolution Acceptance: No. The customer did not accept a resolution as they need to provide the serial number before scheduling the repair.

  5. Customer Pain Point: Customer expressed frustration over the lack of communication regarding the service request and the urgency of needing the freezer door fixed, as it was purchased only a few weeks ago.

  6. Notable Comments: Customer mentioned that they had previously contacted the service center and were waiting for a response about the engineer's visit, indicating a need for better follow-up on service requests.

[Request] DONE

CNU250701596540

Surname : LOGINOV

Mobile Number : 02088798473 / 07745174314

Post Code : PE28 9BR

1st Line of Address : 54 Crest Drive, Fenstanton, Huntingdon, PE28 9BR

Email Address : nina.loginov@gmail.com

Model # : GBV22L0EPY.APYQLGT

Serial # : 411TRWAFN513

DOP : 15/05/2025

Retailer : AO.com

[Customer Issues] FRIDGE

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to register their fridge freezer model LG GB22L0EPY and verify warranty details.

  2. Customer Request: Customer seeks assistance with product registration and clarification on warranty coverage.

  3. Agent Solution: Agent guided the customer through the registration process, verifying model and serial numbers. The agent explained the standard two-year warranty covering parts and labor, clarifying that the ten-year warranty only applies to the compressor and does not include engineer visits.

  4. Resolution Acceptance: Yes. The customer accepted the two-year warranty registration after understanding the coverage details.

  5. Customer Pain Point: Customer expressed confusion regarding warranty terms, initially believing there was a five-year warranty, leading to frustration about the limited coverage.

  6. Notable Comments: Customer mentioned purchasing the fridge freezer from AO.com and was informed about the option to purchase an extended warranty from the retailer, but decided to proceed with the standard two-year warranty.

[Request] DONE

Surname : LUKE HUSSEY

Mobile Number : 07403682882 / 01275842606

Post Code : BS3 3PP

1st Line of Address : 35 Brighton Crescent, BRISTOL, SOMERSET, BS3 3PP, GB

Email Address : lukesky35@sky.com / hussey.luke@yahoo.com

Model # : FH4U2TDN2W.ABWQPUK

Serial # : 710PWQTKT668

DOP : 05/12/2017

Retailer : CURRYS

[Customer Issues] WASHER ELECTRIC TRIPS

STARTS ON SAT TURN ON THE APPLIANCE 1 BY 1 BUT WHEN TRY TO OPEN THE WASHER IT TRIPS THE ELECTRICITY WASHER HAS BEEN PLUGGED IN TO THE OTHER WALL SOCKET HOWEVER IT STILL HAPPENED.

Washer is plugged in directly to the wall socket. No other plugged in appliance that is sharing the washer wall outlet. Washer is working properly on Saturday however on Sunday it trips the electricity.

[Consultation contents]

[Request] DONE

Surname : JONATHAN

Mobile Number : 07891441218

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER 19/06

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling regarding a washing machine that is leaking water onto the floor, causing damage to carpets.

  2. Customer Request: Customer seeks assistance in scheduling a service appointment to address the ongoing issue with the washing machine.

  3. Agent Solution: Agent explained that the service was booked through Currys and that they do not have visibility on the service history. The agent provided the customer with Currys' contact number to coordinate further assistance.

  4. Resolution Acceptance: No. The customer did not accept the solution as they were frustrated with being directed to Currys instead of receiving direct help from LG.

  5. Customer Pain Point: Customer expressed frustration over the lack of clarity regarding the service history and the inconvenience caused by the leaking washing machine, which has damaged their carpets.

  6. Notable Comments: Customer mentioned that the repair was done by an engineer named Richard on June 19, but was confused about the service coordination between LG and Currys.

[Request] PROVIDED THE CURRYS NUMBER

CNU250701597998

Surname : KHAN

Mobile Number : 07803482933

Post Code : G75 8FA

1st Line of Address : 6 Braidley Crescent, GLASGOW, G75 8FA, GB

Email Address : shahbazkhan_91@hotmail.com

Model # : F4V310SNE.ASSQPUK

Serial # : 010PNEB4J836

DOP : 27/12/2020

Retailer :

[Customer Issues] MANAGERS CALL

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling due to a massive leak in the kitchen caused by the washing machine, expressing urgency for immediate assistance.

  2. Customer Request: Customer seeks to speak directly with a manager to expedite the resolution of the flooding issue, as they cannot wait for a scheduled callback in two days.

  3. Agent Solution: Agent attempted to coordinate with available managers but could not guarantee immediate assistance. The agent informed the customer that a repair was scheduled for July 3, which the customer found unacceptable due to the emergency situation.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution, insisting on immediate manager contact due to the urgency of the flooding issue.

  5. Customer Pain Point: Customer is frustrated with the lack of timely support and feels that the company is not adequately addressing the emergency situation, leading to potential damage to their property.

  6. Notable Comments: Customer expressed disbelief at the company's handling of the situation, stating that they would remain on the line until a manager is available and emphasized the urgency of the flooding issue.

[Request] WILL RAISE PROMISED WITHIN THIS DAY MANAGER CALL

CNU250701598741

Surname : SELTENE

Mobile Number : 07572392417

Post Code : LS12 1JH

1st Line of Address :

Email Address : habenseltene11@gmail.com

Model # : FWY706GBTN1.AMBQPUK

Serial # : 502PNMHBB139

DOP : 31/05/2025

Retailer : CURRYS

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to register a newly purchased washing dryer for warranty purposes and is seeking assistance with the registration process.

  2. Customer Request: Customer requests help in creating an account and registering the washing dryer to ensure warranty coverage.

  3. Agent Solution: Agent guided the customer through the registration process, including creating an account, verifying personal information, and collecting the model and serial numbers of the washing dryer. The agent confirmed the purchase details and ensured all necessary information was accurately recorded for warranty registration.

  4. Resolution Acceptance: Yes. The customer accepted the agent's assistance and provided all required information for the registration.

  5. Customer Pain Point: Customer expressed some frustration with the complexity of the registration process and the need to provide multiple details, including addresses and product information.

  6. Notable Comments: Customer mentioned this was their first time calling LG for assistance and indicated they had recently purchased the washing dryer, highlighting the importance of getting the warranty registered promptly.

[Request] DONE REGISTERING WARRANTY

CNU250701605339

Surname : AKRAM

Mobile Number : 07490970125

Post Code : S60 2PP

1st Line of Address : 57 Gerard Road, ROTHERHAM, S60 2PP, GB

Email Address : exec_performanceltd@hotmail.com

Model # : GSXE90EVAD.AEVQLGU

Serial # : 406TRSEFH726

DOP : 29/12/2024

Retailer : CURRYS

[Customer Issues] Thursday

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling to formally complain about a malfunctioning fridge that has been unresolved despite previous engineer visits and ongoing communication with LG support.

  2. Customer Request: Customer seeks a resolution for the food loss due to the fridge malfunction, specifically requesting a reimbursement for the spoiled food and a timely update on the repair status.

  3. Agent Solution: Agent acknowledged the customer's frustrations and attempted to check the account details. The agent promised to escalate the case to the support team for the requested reimbursement form and to inquire about the repair parts needed for the fridge. The agent also noted that the case would be reviewed by LG specialists.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution as they expressed dissatisfaction with the lack of timely responses and the ongoing issues with the fridge.

  5. Customer Pain Point: Customer is frustrated by the prolonged lack of a functioning fridge, the loss of food, and the perceived incompetence of the support team. They feel their concerns have not been adequately addressed.

  6. Notable Comments: Customer mentioned they have been waiting for a resolution since last week and expressed intent to escalate the matter further, including potential legal action. They emphasized the urgency of needing a working fridge due to the cost of purchasing fresh food daily.

[Request] DONE

CNU250701599637

Surname : DEANE

Mobile Number : 07479463036

Post Code : SS0 8PL

1st Line of Address : 17 The Drive, WESTCLIFF-ON-SEA, SS0 8PL, GB

Email Address : matyndeane.md@gmail.com

Model # : F4Y511GBLA1.AMBQPUK

Serial # : 501PNVZC7119

DOP : 27/06/2025

Retailer : CURRYS

[Customer Issues] WASHER REGISTRATION

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling to register a newly delivered LG washing machine, which was received this morning.

  2. Customer Request: Customer seeks assistance in registering the washing machine and providing necessary product information.

  3. Agent Solution: Agent confirmed the customer's account status and guided them to locate the model and serial numbers on the washing machine. The agent documented the provided information and verified the details with the customer, including the purchase date and retailer.

  4. Resolution Acceptance: Yes. The customer accepted the agent's assistance in registering the washing machine and provided all required information.

  5. Customer Pain Point: Customer expressed frustration about the difficulty in reading the tiny model and serial numbers on the washing machine, suggesting that LG should use larger print for better visibility.

  6. Notable Comments: Customer mentioned the washing machine was purchased from a retailer and delivered just today, indicating they are eager to complete the registration process promptly.

[Request] DONE REGISTERING

Surname :

Mobile Number : 07725088713

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDGE DIAGNOSTIC ICE MAKER ISSUE WATER TANK

Remove the water tank and fitted it right back we can hear bubble. Water dispenser is working okay.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is experiencing issues with the ice maker of their LG refrigerator, which is not producing ice or dispensing water, despite the unit being powered on and the freezer cooling properly.

  2. Customer Request: Customer seeks troubleshooting assistance for the ice maker issue and wants to know if a service visit is necessary if the problem persists.

  3. Agent Solution: Agent guided the customer through troubleshooting steps, including checking the water reservoir, pressing the reset button on the ice maker, and observing the unit for 24 hours. The agent explained that if the issue continues, a service visit may be required, which could incur a cost if the unit is out of warranty.

  4. Resolution Acceptance: Yes. The customer accepted the troubleshooting steps and agreed to monitor the ice maker for 24 hours before deciding on further action.

  5. Customer Pain Point: Customer expressed frustration over the ice maker malfunctioning, especially since it has been a recurring issue, and is concerned about potential repair costs due to the unit possibly being out of warranty.

  6. Notable Comments: Customer mentioned purchasing the refrigerator in December 2020, indicating it may be out of the standard two-year warranty period, which could affect repair costs.

[Request] DONE TRIED TO DO TS ADVISED THE CUSTOMER TO OBSERVED IT FIRST AND IF ISSUE PERSIST THEY CAN RING US BACK

Surname : LAURA JAYNE

Mobile Number : 07985341712

Post Code :

1st Line of Address :

Email Address : laurjayne91@gmail.com

Model # :

Serial # :

DOP : 21/06/2025 PURCHASED 28/06/2025 DELIVERED

Retailer :

[Customer Issues] FRIDGE DENTS AT THE BOTTOM

[Consultation contents]

[AI Summary]

  1. Contact Reason: Customer called regarding a dent in the bottom of a fridge freezer delivered on June 29, which was purchased on June 21.

  2. Customer Request: Customer seeks guidance on how to address the damage and potentially replace the unit since it was delivered with a defect.

  3. Agent Solution: Agent informed the customer to contact the retailer for coordination regarding the damaged unit. The agent provided the retailer's contact number and explained that the customer is within the 30-day return period for the item.

  4. Resolution Acceptance: Yes. The customer accepted the agent's suggestion to contact the retailer for further assistance.

  5. Customer Pain Point: Customer expressed frustration over receiving a damaged appliance shortly after delivery, which is inconvenient.

  6. Notable Comments: Customer confirmed they have a pen and paper to note down the retailer's contact number provided by the agent for follow-up.

[Request] DONE PROVIDED CURRYS NUMBER

CNU250701605330

Surname : WILLIAMS

Mobile Number : 0872890582

Post Code : V93 NT28

1st Line of Address : MEANUS CASTLEMAINE CO. KERRY, V93 NT28, IE

Email Address : anne-mary-oconnor1957@gmail.com

Model # : F4V310WSE.ABWQPUK

Serial # : 205PWDEM5898

DOP : 07/11/2022

Retailer : HARVEY NORMAN CORK

[Customer Issues] tuesday or thursday WASHER

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling to inquire about the status of a repair for her washing machine, which has been broken for nearly four weeks without any updates from the engineer.

  2. Customer Request: Customer seeks an update on the repair appointment and requests that the engineer contact her directly to arrange a suitable date for the visit.

  3. Agent Solution: Agent coordinated with the repair department and confirmed that the engineer assigned to the case will contact the customer directly to schedule the appointment. The agent also offered to send an email to the engineer to expedite the update process.

  4. Resolution Acceptance: Yes. The customer accepted the agent's solution and confirmed her availability for the appointment on either Tuesday or Thursday.

  5. Customer Pain Point: Customer expressed frustration over being without a washing machine for almost a month and the lack of communication from the engineer regarding the repair status.

  6. Notable Comments: Customer emphasized the need for the engineer to contact her specifically on a Tuesday or Thursday, as she has not received any updates despite previous attempts to reach out.

[Request] DONE

CNU250701605327

Surname : DAVIDWOOD

Mobile Number : 01625829216

Post Code : SK10 2HJ

1st Line of Address : 52 Tytherington Drive, MACCLESFIELD, SK10 2HJ, GB

Email Address : davidwood@sent.com

Model # : GSX960NSAZ.ANSQLGU

Serial # : 811TRMF2K987

DOP : 18/02/2019

Retailer :

[Customer Issues] FRIDGE CNU250313739029

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling regarding a malfunctioning fridge that requires a new compressor, which has been deemed beyond economical repair by the service company Pacifica. The fridge is covered under a ten-year warranty for the compressor.

  2. Customer Request: Customer seeks clarification on the warranty coverage for the compressor and requests assistance in resolving the repair issue, including potential reimbursement for repair costs.

  3. Agent Solution: Agent explained that since the fridge is over six years old, LG cannot directly repair it. The customer must pay for the compressor replacement upfront, after which LG will reimburse the cost of the compressor part only, not including labor or additional repairs like regassing.

  4. Resolution Acceptance: Yes. The customer accepted the need to contact Pacifica for the compressor replacement and agreed to provide the necessary documentation for reimbursement.

  5. Customer Pain Point: Customer expressed frustration over the lengthy repair process, lack of support from LG, and the inconvenience of dealing with a faulty appliance that is still under warranty.

  6. Notable Comments: Customer highlighted the ethical concerns regarding LG's warranty policy and the difficulty in obtaining necessary parts for repairs, emphasizing the need for better communication and support from LG.

[Request] DONE

CNU250701605318

Surname : GAVIN G MCCABE

Mobile Number : 07828134361

Post Code : E5 8AP

1st Line of Address : 172b Brooke Road E5 8AP LONDON, E5 8AP, GB

Email Address : gimccabe7@gmail.com

Model # : F4V310WSE.ABWQPUK

Serial # : 101PNQE3G652

DOP : 28/04/2021

Retailer :

[Customer Issues]

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer called back regarding a missed call from LG about a washing machine issue, specifically related to its leveling after being moved.

  2. Customer Request: Customer requests assistance in leveling the washing machine and installing rubber feet to stabilize it.

  3. Agent Solution: Agent coordinated with support and informed the customer that LG only provides repair services, not installation. The agent advised the customer to seek a professional installer locally to address the leveling issue.

  4. Resolution Acceptance: Yes. The customer accepted the agent's advice and agreed to find a local installer to resolve the issue.

  5. Customer Pain Point: Customer expressed frustration over the washing machine's instability after moving it and the need for professional installation support.

  6. Notable Comments: Customer appreciated the agent's guidance and indicated they would handle the installation from their end.

[Request] DONE

CNU250701602269

Surname : PORTER

Mobile Number : 07594427102

Post Code : TW1 4HD

1st Line of Address : 36 SHERLAND ROAD TW1 4HD

Email Address : porter.home@btinternet.com

Model # : GSJ961PZVV.APZQLGU

Serial # : 102TRRC2G982

DOP : 05/08/2021

Retailer :

[Customer Issues] FRIDGE

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling regarding a malfunctioning fridge freezer that is not functioning properly.

  2. Customer Request: Customer seeks assistance in resolving the issue, potentially through repair or troubleshooting steps.

  3. Agent Solution: Agent checked the repair status and coordinated with the repair department. The agent confirmed that the issue appears to be repairable and initiated the creation of a new case to transfer the customer to the resolutions team for further assistance.

  4. Resolution Acceptance: No. The customer did not accept a resolution yet as they are still waiting to be transferred to the resolutions team for more information.

  5. Customer Pain Point: Customer expressed frustration over the malfunctioning fridge freezer, indicating inconvenience and potential food spoilage due to the issue.

  6. Notable Comments: Customer mentioned a previous missed call from LG regarding the fridge freezer, indicating ongoing communication about the issue.

[Request] DONE WILL SEND SMS FOR REFERENCE NUMBER AND WILL REQUEST TO SEND AN EMAIL ABOUT THE UPDATE CONVERSATION TODAY

CNU250701605308

Surname : CHIMEN

Mobile Number : 07742124667

Post Code : DA15 8ST

1st Line of Address : 32 Boundary Road, SIDCUP, DA15 8ST, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDGE UPLIFT

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling regarding a faulty LG fridge freezer that is not cooling properly, seeking an uplift number for a return or refund.

  2. Customer Request: Customer requests an uplift number to facilitate a refund from the retailer, as they are dissatisfied with the fridge's performance.

  3. Agent Solution: Agent explained that an uplift number cannot be provided without a formal repair report from an engineer. The agent suggested that the customer could either proceed with a repair or coordinate with the retailer for a resolution, emphasizing the need for an engineer's assessment to issue the uplift.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution as they are unwilling to wait for a repair and prefer to pursue a refund directly with the retailer.

  5. Customer Pain Point: Customer is frustrated by the lack of resolution and conflicting information regarding the refund process, feeling that they are being forced into a repair they do not want.

  6. Notable Comments: Customer mentioned that the retailer has already agreed to a refund, indicating they are within their rights to return the fridge. Customer expressed dissatisfaction with the fridge's performance since purchase.

[Request] DONE

CNU250701604069

Surname : CHATBURN

Mobile Number : 07771392709

Post Code : KT19 9ER

1st Line of Address : 80 Poplar Crescent, EPSOM, KT19 9ER, GB

Email Address : victoriachatburn@hotmail.co.uk

Model # : GSXE91EVAD.AEVQLGU

Serial # : 501TRPTJB512

DOP : 26/05/2025

Retailer : CURRYS

[Customer Issues] FRIDGE WARRANTY

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to inquire about an SMS message regarding a previously closed case related to the registration of a fridge freezer.

  2. Customer Request: Customer seeks assistance in re-opening the case or creating a new one to attach necessary photos for the fridge freezer registration.

  3. Agent Solution: Agent confirmed that the previous case was closed and informed the customer that any new photos would not be attached to it. The agent offered to create a new case for the fridge freezer registration and requested the serial number for verification.

  4. Resolution Acceptance: Yes. The customer accepted the agent's proposal to create a new case for the fridge freezer registration.

  5. Customer Pain Point: Customer expressed frustration over not receiving the expected SMS message and the inconvenience of having to start the registration process again.

  6. Notable Comments: Customer provided the serial number for the fridge freezer but had difficulty communicating it accurately, leading to a request to start the verification process over.

[Request] ONCE RECEIVED THE PHOTOS WILL REGISTER IT FOR WARRANTY

CNU250701604642

Surname : HARRIGAN

Mobile Number : 07722066327

Post Code : SS13 1JA

1st Line of Address : 61 Tyefields, Pitsea BASILDON, SS13 1JA, GB

Email Address : ph006h4831@gmail.com

Model # : GMX844MC6F.AMCQLGU

Serial # : 207TRHZ2N865

DOP : 20/02/2023

Retailer : APPLIANCE ELECTRONICS

[Customer Issues] FRIDGE ICE MAKER NOT MAKING ICE a week ago Freezer is not cooling 20/02/2023 Plumbed in.

Water dispenser is dispensing properly. Customer is changing the water filter every 6 months. Ice maker is switched on. Customer did test button.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about a malfunctioning refrigerator, specifically an ice maker that is not producing ice and a freezer that is not freezing properly.

  2. Customer Request: Customer seeks assistance with troubleshooting the issue or scheduling a repair appointment if necessary.

  3. Agent Solution: Agent conducted troubleshooting by confirming the ice maker is switched on, checking the water filter status, and asking about the purchase date. Since the unit is out of warranty, the agent offered a chargeable repair service for £239, which includes the full repair, and provided contact information for a local engineer for inspection.

  4. Resolution Acceptance: No. The customer declined the repair service due to the cost and expressed dissatisfaction with the unit's performance after only two years.

  5. Customer Pain Point: Customer is frustrated that the refrigerator, which is only two years old, is malfunctioning and feels that it should have lasted longer without issues.

  6. Notable Comments: Customer mentioned they would wait for the ice dispenser to resolve itself before considering further action and expressed a desire to complain about the product's quality.

[Request] DONE

RNU250701001948

Surname : AARRON HEATON

Mobile Number : 07473377325

Post Code : OL12 7RW

1st Line of Address : 70 Seven Acres Lane, ROCHDALE, OL12 7RW, GB

Email Address : aarron.heaton82@gmail.com

Model # : GSXE90EVDD.AEVQLGU

Serial # : 406TRGQDS199

DOP : 23/05/2025

Retailer : MARKS ELECTRICAL

[Customer Issues] FRIDGE LOUD WHIRRING NOISE

Fridge Freezer is working fine. Making a loud whirring noise constantly, Stops when doors are open and when closing it the noise starts again.

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling about a new fridge freezer purchased three weeks ago, which is making a loud whirring noise that only stops when the door is opened.

  2. Customer Request: Customer seeks assistance in resolving the noise issue, potentially through troubleshooting or scheduling a repair.

  3. Agent Solution: Agent gathered detailed information about the noise, confirming it originates from inside the fridge. The agent documented the issue and prepared to schedule a repair service, ensuring all necessary account details were verified, including the serial number and purchase location.

  4. Resolution Acceptance: Yes. The customer accepted the agent's proposal to proceed with scheduling a repair for the noise issue.

  5. Customer Pain Point: Customer expressed frustration with the persistent loud noise from the fridge, which disrupts their open-plan living space, and noted that it has been an issue since the appliance was new.

  6. Notable Comments: Customer mentioned that the fridge is functioning properly otherwise, with no cooling issues, but the noise is bothersome. They also confirmed their willingness to receive follow-up communications regarding the repair.

[Request] DONE BOOKING

CNU250701605277

Surname : TAZEEM

Mobile Number : 07886808701

Post Code : RG1 6HY

1st Line of Address : 94 Berkeley Avenue, READING, RG1 6HY, GB

Email Address : suf777@hotmail.com

Model # : GSX961MTAZ.AMTQLGU

Serial # : 902TRQU1B732

DOP : 31/05/2019

Retailer : JOHN LEWIS

[Customer Issues] FRIDGE TRADING STANDARDS

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling regarding a malfunctioning fridge freezer due to a faulty compressor, which has not been working for nearly two weeks, causing significant inconvenience.

  2. Customer Request: Customer seeks a replacement of the entire unit instead of repairing the compressor, as the repair is deemed economically unviable and not guaranteed to resolve the issue.

  3. Agent Solution: Agent reviewed the case and communicated that LG cannot provide a replacement due to the unit being over six years old. The agent suggested proceeding with the repair, which the customer strongly opposed, citing the engineer's report that recommended against it.

  4. Resolution Acceptance: No. The customer refused to accept the agent's suggestion to proceed with the repair, insisting on either a guaranteed fix or a replacement of the unit.

  5. Customer Pain Point: Customer expressed frustration over being without a fridge freezer for two weeks, the high cost of potential repairs, and dissatisfaction with LG's warranty policy, feeling that the company is not taking responsibility for the compressor failure.

  6. Notable Comments: Customer highlighted the significant financial investment in the fridge freezer and expressed disappointment in LG's product quality and customer service, indicating a willingness to escalate the issue to higher management and trading standards.

[Request] DONE

CNU250701605231

Surname : ADAMS

Mobile Number : 07377444122

Post Code : BT49 0QZ

1st Line of Address :

Email Address : tullyarmom@gmail.com

Model # : DF325FPS

Serial # : 304KWCF0N907

DOP :

Retailer : ROXBOROUGH ELECLECTRICS

[Customer Issues] DISHWASHER

No error codes. No leakage. No noise. Standpipe is not exceeding the 1m height. Drain hose and pipes are not kinked or restricted. Cleaned pump filter 10 times a month.

[Consultation contents] Note: Customer will ring us back when they have the pop. They purchase the unit in ROXBOROUGH ELECLECTRICS. If they did call, please assists.

[AI Summary]

  1. Contact Reason: Customer is experiencing issues with their dishwasher, including incomplete cleaning, water remaining inside after cycles, and intermittent error code P1.

  2. Customer Request: Customer seeks troubleshooting assistance and potentially a repair appointment if the issue cannot be resolved.

  3. Agent Solution: Agent guided the customer through troubleshooting steps, including checking the pump filter and ensuring proper drainage. The agent also verified the dishwasher's serial and model numbers to check warranty status and suggested contacting the retailer for the purchase receipt to confirm warranty coverage.

  4. Resolution Acceptance: Yes. The customer accepted the agent's suggestion to contact the retailer for the receipt and agreed to have an account created for future reference.

  5. Customer Pain Point: Customer expressed frustration with the dishwasher's inconsistent performance and previous difficulties in reaching customer service.

  6. Notable Comments: Customer mentioned that this was their first successful call to LG after multiple attempts and noted the dishwasher was purchased approximately two years ago.

[Request] DONE