_________________________________________ CNU250822089587 Surname : TRANTER Mobile Number : 01162779158 Post Code : LE8 4FH 1st Line of Address : 9 Clark Gardens, LEICESTER, LE8 4FH, GB Email Address : davidtranter8@gmail.com Model # : FH4A8TDH4N.ALSQEUK Serial # : 705PNVZ0E623 DOP : Retailer : CURRYS [Customer Issues] after the wash in 18 mins it fails to drain. Customer is washing mixed clothes. Unit is not overloaded. Unit is properly leveled. Done empty cycle speed 14. Unit is not draining and on the draining it's making a buzzing noise. No error codes. Unplugged and plug in. Issue persists. [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling about an LG washer dryer (model FH4A8TDH) that is not draining after a wash cycle, with no error codes displayed. 2. Customer Request: Customer seeks assistance with troubleshooting the issue and potentially scheduling a repair if the problem persists. 3. Agent Solution: Agent guided the customer through various troubleshooting steps, including checking for blockages, unplugging and re-plugging the machine, and running empty cycles. After confirming that the issue remained unresolved, the agent informed the customer that a repair would be chargeable due to the unit being out of warranty, quoting a cost of £175 for parts and labor. 4. Resolution Acceptance: No. The customer declined the repair due to the high cost, expressing intent to seek local repair services instead. 5. Customer Pain Point: Customer is frustrated with the malfunctioning washer dryer, especially since it appears to be in excellent condition and is only a few years old. The customer feels the repair cost is too high compared to purchasing a new machine. 6. Notable Comments: Customer mentioned they would look for the original purchase receipt but are currently considering contacting local repair services for assistance. [Request] DONE _________________________________________ CNU250822089800 Surname : GILMORE Mobile Number : 07397511587 Post Code : BT37 0AQ 1st Line of Address : 23 Abbeyville Place, NEWTOWNABBEY, BT37 0AQ, GB Email Address : anne.gilmore@mail.com Model # : F4V510WSE.ABWQPUK Serial # : 202PWHSMT041 DOP : 31/05/2022 Retailer : CURRYS [Customer Issues] Customer has a disabled child that wets the bed [Consultation contents] Note: Customer is ringing us to get an update about her unit because she has a child with disability and wets the bed so she wants to know when will be the soonest appointment for her and an update for that she will ring us back on Tuesday. If customer will ring us back please assists. Thank you. __________________________________ [AI Summary] 1. Contact Reason: Customer is calling to inquire about the status of a repair for their machine, which broke down, and they have not received any feedback since their previous call. 2. Customer Request: Customer seeks an update on the repair status and wants to know when the service will be scheduled. 3. Agent Solution: Agent confirmed that the repair has already been booked and informed the customer that they will receive a call from the engineer within two business days to provide the exact service date. The agent clarified that due to a bank holiday, the call may occur on Tuesday. 4. Resolution Acceptance: Yes. The customer accepted the information provided and acknowledged the timeline for the follow-up call. 5. Customer Pain Point: Customer expressed frustration over the lack of feedback regarding the repair and mentioned the urgency due to having a disabled child, highlighting the importance of the machine's functionality. 6. Notable Comments: Customer emphasized the need for timely updates and expressed concern about the impact of the machine's breakdown on their daily life, particularly due to their child's needs. [Request] DONE _________________________________________ Surname : HALLIDAY Mobile Number : 07575919667 Post Code : SW16 6AG 1st Line of Address : 36 Fairmile Avenue, LONDON, SW16 6AG, GB Email Address : hallidayce@gmail.com Model # : FWV686WTE.ABWQWUK Serial # : 202PWMQL1123 DOP : 07/04/2022 Retailer : CURRYS [Customer Issues] Screen doesn't work when move the dial it's not moving to the right setting and on the screen it's not showing the right number Broken display panel and Faulty dial knob Reset the unit. Unplugged and plug in. Issue persists. Parking permit is needed. Video is attached. Extended Warranty approval was in this case number: CNU250819057547 03/09 Customer will be available Note: Customer says they will be not available next week since they will return on 01/09 and their availability for the visit will be 03/09 to 05/09. Thank you [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling regarding a malfunctioning washing machine, specifically that the screen does not work properly, making it difficult to select programs and display settings. 2. Customer Request: Customer seeks to schedule a repair appointment for the washing machine, as well as confirmation that the issue is covered under warranty. 3. Agent Solution: Agent verified customer details and confirmed the issue with the washing machine. The agent coordinated with technical experts and documented the case for repair. A repair appointment was proposed for Tuesday, following the bank holiday, with the engineer to contact the customer for scheduling. 4. Resolution Acceptance: Yes. The customer accepted the proposed repair appointment and confirmed availability for the suggested dates. 5. Customer Pain Point: Customer expressed frustration over the washing machine's malfunction, which has disrupted their laundry routine. They also noted previous issues with the service documentation. 6. Notable Comments: Customer mentioned they will be unavailable for repairs until the week of September 1st and requested that the repair be scheduled for either September 3rd or 5th. They confirmed that the unit is under an extended warranty. [AI Summary] 1. Contact Reason: Customer is calling regarding a malfunctioning washing machine where the screen does not display properly, and the dial does not function correctly, affecting program selection. 2. Customer Request: Customer seeks assistance in resolving the issue, potentially through troubleshooting or scheduling a repair. 3. Agent Solution: Agent verified customer details and checked for uploaded video evidence of the issue. The agent coordinated with technical experts for approval to proceed with a repair booking, noting that the customer had not yet tried unplugging the appliance as a troubleshooting step. 4. Resolution Acceptance: No. The customer did not accept a resolution as the agent was still in the process of coordinating with technical experts for further steps. 5. Customer Pain Point: Customer expressed frustration over the ongoing issue with the washing machine, particularly the inconvenience caused by the malfunctioning display and dial. 6. Notable Comments: Customer mentioned that they had previously uploaded a video of the issue online, which the agent initially could not locate. The customer also confirmed the need for a parking permit for any potential service visit. [Request] DOCU _________________________________________ CNU250822090269 Surname : ADJEI Mobile Number : 07826416028 / 07904125422 / 07826416028 Post Code : CR0 8LA 1st Line of Address : 70 Gorse Road, CROYDON, CR0 8LA, GB Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] FRIDGE IS NOT WORKING 3 WEEKS NOW CUSTOMER WANTS A NEW FRIDGE [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling about a malfunctioning fridge that has not been operational for nearly three weeks. This is the second time they are reaching out regarding the issue. 2. Customer Request: The customer is seeking a replacement for the fridge instead of a repair, expressing frustration over previous repair attempts. 3. Agent Solution: The agent verified the customer's account details and noted the request for a new fridge. The agent coordinated with the repair department and informed the customer that a request for an alternative resolution would be submitted for managerial review and approval. 4. Resolution Acceptance: No. The customer did not accept a repair and insisted on receiving a new fridge due to ongoing issues. 5. Customer Pain Point: The customer is frustrated by the prolonged lack of a functioning fridge and dissatisfaction with previous repair attempts, having already experienced two repairs on a new unit. 6. Notable Comments: The customer emphasized the urgency of the situation, mentioning they have been without a fridge for nearly three weeks and are eager for a resolution. [AI Summary] 1. Contact Reason: Customer is calling about a malfunctioning brand new fridge that has not been operational for nearly three weeks, following two previous repair attempts. 2. Customer Request: Customer seeks a replacement fridge instead of further repairs, expressing frustration over the lack of communication regarding the status of their case. 3. Agent Solution: Agent confirmed the customer's details and noted their request for a new unit. The agent will escalate the case to management for review and approval of the replacement request, while documenting the customer's preference for urgent resolution. 4. Resolution Acceptance: No. The customer did not accept the proposed solution as they are dissatisfied with the ongoing delays and lack of communication regarding their fridge replacement. 5. Customer Pain Point: Customer is frustrated with the prolonged absence of a functioning fridge, the repeated need for repairs on a new unit, and inadequate communication from LG regarding their case status. 6. Notable Comments: Customer emphasized the urgency of the situation, requesting that their contact number be updated in the system to ensure they receive timely updates, and expressed dissatisfaction with the service received thus far. [Request] DOCU AND RAISE LEVEL 2 FOR BER REQUEST _________________________________________ CNU250822090778 RNU250822089091 Surname : PORTER Mobile Number : 07824706009 Post Code : PO9 5BT 1st Line of Address : 131 High Lawn Way, HAVANT, PO9 5BT, GB Email Address : dlprescott2004@yahoo.co.uk Model # : F4Y510GBLN1.AMBQWUK Serial # : 407PWVKKV151 DOP : 16/08/2024 ORDER = 04/09/2024 DELIVERED Retailer : ARGOS [Customer Issues] WASHER AUGUST 2024 Leakage from the underneath 3 days ago No parking permit needed. Customer is disabled. Checked the drain and it doesn't have any blockage or kinked. Cleaned the filter. Rubber gasket doesn't have any visible damage or tears. No error codes. Unit is properly leveled. Issue persists. [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling regarding a washing machine purchased in August 2022, which has developed a leak from the left side underneath during operation, noticed three days prior to the call. 2. Customer Request: Customer seeks assistance with the leaking issue and inquires if the repair will be covered under warranty. 3. Agent Solution: Agent verified customer details and guided them to locate the washing machine's serial number. After confirming the serial number and details about the leak, the agent scheduled a service appointment for a technician to assess the issue. The agent also confirmed that the repair would be covered under warranty. 4. Resolution Acceptance: Yes. The customer accepted the scheduled service appointment and expressed relief that the repair would be covered under warranty. 5. Customer Pain Point: Customer is frustrated with the inconvenience caused by the leaking washing machine, especially since it is relatively new and they rely on it for daily use. 6. Notable Comments: Customer mentioned they had checked the machine for blockages and confirmed that the filters were clean, indicating they had attempted to troubleshoot the issue before calling. [AI Summary] 1. Contact Reason: Customer is calling about a washing machine purchased in August 2024 that has developed a leak, specifically dripping from the left side underneath the unit. 2. Customer Request: Customer seeks assistance with troubleshooting the leak and wants to schedule a repair appointment if necessary. 3. Agent Solution: Agent verified the customer's details and confirmed the washing machine is under warranty. After troubleshooting steps, including checking for blockages and inspecting the gasket, the agent scheduled a repair appointment for the next available date, informing the customer that an engineer would contact them within two business days for confirmation. 4. Resolution Acceptance: Yes. The customer accepted the scheduled repair and confirmed their availability for the appointment. 5. Customer Pain Point: Customer expressed frustration over the inconvenience caused by the leak, especially since the washing machine is relatively new and still under warranty. 6. Notable Comments: Customer mentioned they had checked the machine for blockages and confirmed that it was functioning properly aside from the leak. They also appreciated that the repair would be covered under warranty. [Request] DONE BOOKING AND SMS AND VOUCHER _________________________________________ CNU250822091151 Surname : MULLER Mobile Number : 07715103363 Post Code : TW11 8DY 1st Line of Address : 20 Cambridge Crescent, TEDDINGTON, TW11 8DY, GB Email Address : davidjmuller@yahoo.com Model # : FWV796WTSE.ABWQPUK Serial # : 111PNRTQX766 DOP : 19/03/2022 Retailer : JOHN LEWIS [Customer Issues] [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling regarding a washing machine that has failed multiple times within three years, expressing frustration over the company's technology and service issues related to submitting repair documentation. 2. Customer Request: Customer seeks assistance in submitting photos of the washing machine's damage and wants a resolution, either through repair or replacement, due to the product's failure. 3. Agent Solution: Agent attempted to verify the customer's account and suggested using WhatsApp or email to send the requested photos, as the SMS system was malfunctioning. The agent also mentioned the standard two-year warranty and asked if the customer had an extended warranty. 4. Resolution Acceptance: No. The customer expressed dissatisfaction with the proposed solutions and insisted on a more effective resolution due to the product's repeated failures. 5. Customer Pain Point: Customer is frustrated with the washing machine's poor quality and the company's inability to provide reliable technology for submitting repair requests, feeling that the product should last longer than three years. 6. Notable Comments: Customer highlighted that they were informed by a previous representative about qualifying for a promotional warranty and emphasized the need for a product that meets reasonable durability standards under the Consumer Protection Act. [AI Summary] 1. Contact Reason: Customer is calling regarding a previous case about a washing machine that has failed multiple times within three years, seeking assistance with uploading requested documentation and expressing frustration with the company's technology. 2. Customer Request: Customer requests a resolution for the washing machine issue, including repair or replacement, and wants to send photos of the damage for review. 3. Agent Solution: Agent acknowledged the customer's concerns and suggested using WhatsApp or email to send the required photos, as the SMS system was malfunctioning. The agent also offered to request the email department to send a direct email for photo submission. 4. Resolution Acceptance: Yes. The customer accepted the proposed solution of receiving an email to send the photos and expressed urgency for the repair process. 5. Customer Pain Point: Customer is frustrated with the repeated failures of the washing machine and the company's inability to provide effective technology for communication, feeling that the product quality does not meet expectations for a premium brand. 6. Notable Comments: Customer emphasized the expectation for a washing machine to last longer than three years under the Consumer Protection Act and expressed dissatisfaction with the overall service and product quality, threatening to escalate the issue to the press. [Request] DOCU REGISTER AND BOOK _________________________________________ Surname : Mobile Number : 07722025259 Post Code : 1st Line of Address : Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] [Consultation contents] [AI Summary] 1. Contact Reason: Customer is experiencing issues with a refrigerator not cooling properly, despite being relatively new and used under normal conditions. 2. Customer Request: Seeks immediate troubleshooting assistance and a potential service appointment if the issue cannot be resolved over the phone. 3. Agent Solution: Agent guided the customer through several troubleshooting steps, including checking the temperature settings, ensuring proper airflow around the unit, and inspecting the door seals. After confirming the issue persisted, the agent scheduled a service appointment for the earliest available date. 4. Resolution Acceptance: Yes. The customer accepted the scheduled service appointment and expressed appreciation for the prompt assistance. 5. Customer Pain Point: Customer is frustrated with the refrigerator's performance, especially since it is a new purchase. They expressed concern about food spoilage and the inconvenience of having to deal with the malfunction. 6. Notable Comments: Customer mentioned they rely heavily on the refrigerator for daily meal preparation and requested that the service technician arrive as soon as possible to minimize disruption. [Request] NO NEED TO DOCU _________________________________________ CNU250822091533 Surname : ATWAL Mobile Number : 07828612303 Post Code : WV4 5ES 1st Line of Address : 100 Ward Road, WOLVERHAMPTON, WV4 5ES, GB Email Address : kamlaatwal@hotmail.com Model # : FAV310WNE Serial # : 110PNJC1J660 DOP : Retailer : AO [Customer Issues] 2022 [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling regarding their LG washing machine purchased in 2022, seeking information about warranty coverage and registration status. 2. Customer Request: Customer wants to know how to register the washing machine for warranty and what steps are needed for potential repairs. 3. Agent Solution: Agent explained that the washing machine is eligible for an extended warranty but is not registered in the system. The agent requested proof of purchase and the serial number to facilitate registration. The agent offered to send an email for the customer to reply with the necessary documents. 4. Resolution Acceptance: Yes. The customer accepted the agent's proposal to send an email for document submission. 5. Customer Pain Point: Customer expressed frustration about the lack of warranty registration and the confusion regarding the process, indicating a desire for clearer communication. 6. Notable Comments: Customer mentioned purchasing the washing machine online and requested assistance in locating the receipt, highlighting the importance of having proper documentation for warranty claims. [AI Summary] 1. Contact Reason: Customer is inquiring about the warranty status of their LG washing machine, model FB310WSE, purchased in 2022, and is seeking clarification on coverage for repairs. 2. Customer Request: Customer requests assistance in registering the extended warranty for their washing machine to cover potential repairs. 3. Agent Solution: Agent confirmed the washing machine is eligible for an extended warranty but noted it is not registered in the system. The agent advised the customer to provide proof of purchase and the serial number to register the warranty. The agent offered to send an email for the customer to reply with the necessary documents. 4. Resolution Acceptance: Yes. The customer accepted the agent's proposal to send an email for document submission and agreed to provide the required information. 5. Customer Pain Point: Customer expressed frustration over the lack of warranty registration and the potential hassle of providing additional documentation for repairs. 6. Notable Comments: Customer mentioned purchasing the washing machine online and indicated they would check their email for the receipt to facilitate the warranty registration process. [Request] DONE _________________________________________ Surname : Mobile Number : 07977831870 Post Code : 1st Line of Address : Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] [Consultation contents] [AI Summary] 1. Contact Reason: Customer is experiencing issues with their LG refrigerator not cooling properly, leading to food spoilage. 2. Customer Request: Customer seeks immediate troubleshooting assistance and a service appointment if the issue cannot be resolved over the phone. 3. Agent Solution: Agent guided the customer through several troubleshooting steps, including checking the temperature settings, ensuring the vents are not blocked, and inspecting the door seals. After confirming the issue persisted, the agent scheduled a service appointment for the next available date. 4. Resolution Acceptance: Yes. The customer accepted the scheduled service appointment and confirmed their availability. 5. Customer Pain Point: Customer expressed frustration over the potential loss of food and the inconvenience of having to deal with a malfunctioning appliance, especially since it is a newer model. 6. Notable Comments: Customer mentioned they rely heavily on the refrigerator for daily meal preparation and requested that the service technician arrive as early as possible to minimize further inconvenience. [Request] NO NEED TO DOCU _________________________________________ CNU250821086445 Surname : Mobile Number : 07870721915 Post Code : 1st Line of Address : Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] FRIDGE CNU250821086445 [Consultation contents] 21/08 [C.O]: Sent another SMS for the Whatsapp since SMS doculink is having an issue. Requesting for VAT receipt and Serial tag of the washer, [AI Summary] 1. Contact Reason: Customer is calling to verify if their washing machine is registered for the standard warranty and to check the details of the warranty coverage. 2. Customer Request: Customer seeks confirmation on the warranty status and wants to register the washing machine for the extended warranty if possible. 3. Agent Solution: Agent confirmed that the washing machine is not currently registered for the extended warranty but can be registered. The agent requested the VAT receipt and a picture of the serial tag to proceed with the registration. The agent also verified the customer's details for the registration process. 4. Resolution Acceptance: Yes. The customer accepted the agent's proposal to register the washing machine for the extended warranty and agreed to provide the necessary documents. 5. Customer Pain Point: Customer expressed concern about the warranty status and the potential lack of coverage for their washing machine, which is important for peace of mind. 6. Notable Comments: Customer mentioned they have the VAT receipt available and are willing to provide it to complete the registration process. [AI Summary] 1. Contact Reason: Customer called to register a washing machine for an extended warranty and faced difficulties with the chatbot on WhatsApp, needing clarification on the process. 2. Customer Request: Customer seeks assistance with the chatbot to upload necessary documents for warranty registration. 3. Agent Solution: Agent explained the process of using the WhatsApp chatbot, instructing the customer to send a greeting, select option 6 for document upload, and agree to the terms and conditions. The agent confirmed that the customer could send the required documents through WhatsApp. 4. Resolution Acceptance: Yes. The customer understood the instructions and confirmed they would try the process to upload the documents. 5. Customer Pain Point: Customer expressed frustration over the lack of clear instructions regarding the chatbot and the extended warranty registration process. 6. Notable Comments: Customer mentioned having sent pictures previously and was hopeful that the new attempt to upload documents would be successful [Request] NO NEED TO DOCU NEVER ASKED TO 3 INFO _________________________________________ CNU250822093064 Surname : BIRD Mobile Number : 07809681355 Post Code : CV3 6HT 1st Line of Address : Email Address : birdmx@gmail.com Model # : GML844MC7E.AMCQLGU Serial # : 309TROUF1564 DOP : 16/12/2023 Retailer : AO [Customer Issues] FRIDGE humming noise Defrost the unit. Unplugged and plug in. Cleaned the unit using vaccume. Temperature in Fridge 0 Freezer -18. Customer can still hear the compressor running. No foods doesn't have any foods that is blocking the air vents. Door gasket fors,t have any visible damage or tears. No parking permit needed. [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling about a malfunctioning fridge that is making a humming noise and not cooling properly, despite attempts to defrost and reset the unit. 2. Customer Request: Customer seeks a service appointment to have a technician inspect the fridge, as it is still under warranty and not functioning correctly. 3. Agent Solution: Agent provided troubleshooting steps, including checking the temperature settings and ensuring the unit is stabilized after being turned off. The agent suggested waiting 24 to 48 hours to see if the cooling improves before proceeding with a repair appointment. 4. Resolution Acceptance: Yes. The customer accepted the agent's suggestion to wait and monitor the fridge's performance before scheduling a repair. 5. Customer Pain Point: Customer expressed frustration over the fridge's failure to cool properly and the inconvenience caused by the malfunction, especially since the unit is not yet two years old. 6. Notable Comments: Customer mentioned they had already attempted various troubleshooting methods, including defrosting and replacing filters, and expressed concern about the fridge's reliability given its age. [AI Summary] 1. Contact Reason: Customer is calling about a malfunctioning fridge that is making a humming noise and not cooling properly, despite attempts to defrost and reset it. 2. Customer Request: Customer seeks a service appointment to have a technician inspect the fridge, as it is still under warranty and not functioning correctly. 3. Agent Solution: Agent provided troubleshooting steps, including checking the temperature settings and suggesting the customer wait 24 to 48 hours for the unit to stabilize after being turned off. The agent also offered to create an account to facilitate the repair process under warranty. 4. Resolution Acceptance: Yes. The customer accepted the need to wait for stabilization and agreed to the creation of an account for warranty service. 5. Customer Pain Point: Customer expressed frustration over the fridge not cooling for several days and the inconvenience of not having a functioning appliance, especially since it is not yet two years old. 6. Notable Comments: Customer mentioned previous attempts to resolve the issue independently and requested assurance that the next representative would have access to the logged conversation details for continuity in service. [Request] DONE CUSTOMER WILL RING US BACK _________________________________________ CNU250822093318 Surname : BIBI Mobile Number : 07714247711 Post Code : BS5 0UT 1st Line of Address : 131 Pennywell Road, BRISTOL, BS5 0UT, GB Email Address : zianibbibi786@gmail.com Model # : GBB92STACP1.ASTQLGU Serial # : 401WRAJKG568 DOP : 01/04/2024 Retailer : CURRYS [Customer Issues] FRIDGE No error codes. Checked the Child lock is not on, using the machine right, No any visible damage on the panel or eater that has been trip with our friend, Unplugged the unit wait 60 seconds and plugged it again parking needed kindly call customer before going in her property [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling regarding a warranty claim for their fridge freezer, which was scheduled for repairs before they went on holiday. They want to resume the repair process now that they have returned. 2. Customer Request: Customer seeks to have the previously scheduled repairs completed for their fridge freezer as soon as possible. 3. Agent Solution: Agent confirmed that the repair department had attempted to contact the customer but was unable to reach them. The agent created a new case for the repair department to follow up and informed the customer that an engineer would contact them directly within two business days to schedule the repair. 4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to wait for the engineer's contact. 5. Customer Pain Point: Customer expressed frustration over the lack of communication from the repair department while they were on holiday, which delayed the repair process. 6. Notable Comments: Customer mentioned that the main issue with the fridge freezer is that the control panel is not turning on, and they provided the serial number for verification. [Request] DONE TAGGED TO WG TEMP _________________________________________ CNU250822093587 Surname : CONNOR Mobile Number : 07722332521 Post Code : NW6 5YR 1st Line of Address : Flat 116 Dickens House, Malvern Road, LONDON, NW6 5YR, GB Email Address : samanthaeconnor@aol.com Model # : F2Y509WBLN1.ABWQPUK Serial # : 504PNMHG1195 DOP : Retailer : [Customer Issues] Customer wants to receive he confirmation via email [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling to register a newly purchased washing machine for warranty, which was bought last week. 2. Customer Request: Customer seeks to complete the warranty registration process and requests confirmation of the registration via email. 3. Agent Solution: Agent confirmed the washing machine is eligible for an extended warranty and registered it. The agent explained that the certification will be sent via email within 10 to 14 weeks, while the approval will be quicker. The agent also offered to send a confirmation via SMS immediately. 4. Resolution Acceptance: Yes. The customer accepted the registration and agreed to receive the confirmation via SMS. 5. Customer Pain Point: Customer expressed frustration about the long wait for the warranty certification and the inability to receive immediate email confirmation. 6. Notable Comments: Customer mentioned purchasing the washing machine online and requested that the confirmation be sent to the email used for the order. Customer also inquired about the process if the confirmation is not received. [Request] DONE REGISTERING SENT SMS WILL REQUEST FOR EMAIL T BE SENT _________________________________________ Surname : Mobile Number : 07976919208 Post Code : 1st Line of Address : Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] WASHER 2YRS OLD [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling about an LG washing machine that is over two years old and is not spinning anymore, seeking information on repair costs. 2. Customer Request: Customer wants to know the cost for a repair service and how quickly a technician can be scheduled to assess the machine. 3. Agent Solution: Agent informed the customer that the repair cost is £175, which includes parts, labor, and VAT. The agent explained that they need the serial number to create an account and proceed with scheduling the repair. The agent guided the customer on where to find the serial number on the machine. 4. Resolution Acceptance: No. The customer did not have the serial number available and plans to call back after obtaining it. 5. Customer Pain Point: Customer expressed frustration about the washing machine malfunctioning after only two years of use and the inconvenience of needing to arrange for a repair. 6. Notable Comments: Customer mentioned they would take a picture of the serial number and call back later to proceed with the repair scheduling. [Request] DONE CUSTOMER WILL RING US BACK _________________________________________ CNU250822094022 Surname : SWIFT Mobile Number : 07966843866 Post Code : CV10 9SQ 1st Line of Address : 1 Dickens Close, NUNEATON, CV10 9SQ, GB Email Address : Model # : Serial # : 506TRBS3H573 DOP : 18/08/2025 Retailer : AO [Customer Issues] AO FRIDGE Ice box of the freezer is touching the inner wall so customer will need to push the door harder to close it properly. Unit is properly leveled. Door have not been removed during the delivery. Unit is leveled. Installation team of AO already checked the unit. [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling regarding an imperfection in a brand new LG American fridge freezer, specifically that the ice box is touching the inside wall of the freezer, causing difficulty in closing the door. 2. Customer Request: Customer seeks a resolution for the issue, indicating that it is not related to installation or leveling, and requests further investigation into the appliance's defect. 3. Agent Solution: Agent confirmed the details of the issue and requested photographic evidence from the installation team. The agent suggested that the customer provide a short video demonstrating the door's closing issue for further assessment. 4. Resolution Acceptance: No. The customer did not accept the proposed solution as they were frustrated with the need to provide additional evidence for a brand new appliance. 5. Customer Pain Point: Customer expressed dissatisfaction with having to exert extra force to close the fridge door, highlighting that it is a brand new appliance and should function properly without issues. 6. Notable Comments: Customer mentioned that the appliance was purchased on August 18 and delivered on August 20, indicating that they have only had the unit for two days. They also noted that the installation team confirmed the appliance was level and that the doors had not been removed during delivery. [AI Summary] 1. Contact Reason: Customer is calling regarding an imperfection in a brand new LG American fridge freezer, specifically that the icebox is touching the inside wall of the freezer, causing difficulty in closing the door. 2. Customer Request: Customer seeks a resolution for the issue, potentially involving a technician visit to assess the appliance since it is a new model. 3. Agent Solution: Agent requested the customer to provide a short video demonstrating the issue with the door not closing properly. The agent also provided a WhatsApp number for the customer to send the video and advised on the process for submission. Additionally, the agent coordinated with the technical team for further assessment once the video is received. 4. Resolution Acceptance: Yes. The customer accepted the request to send a video and was informed about the next steps for resolution. 5. Customer Pain Point: Customer expressed frustration over having to exert extra force to close the door of a brand new appliance, highlighting that it should not be necessary for a new product. 6. Notable Comments: Customer mentioned having photographic evidence from the installation team showing the appliance is level, and the installation team confirmed that the doors were not removed during delivery. The customer is keen on resolving the issue promptly due to the appliance's newness. [Request] _________________________________________ CNU250822093064 Surname : BIRD Mobile Number : 07809681355 Post Code : CV3 6HT 1st Line of Address : 16 The Hiron, COVENTRY, CV3 6HT, GB Email Address : birdmx@gmail.com Model # : GML844MC7E.AMCQLGU Serial # :309TRQUF1564 DOP : 16/12/2023 Retailer : AO RETAIL LTD C/O EXPERT 360 [Customer Issues] Customer done smart diagnosis. [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling about a refrigerator that is not cooling and is stuck in defrosting mode, despite being plugged in for several hours. 2. Customer Request: Customer seeks assistance with the cooling issue and wants to know if a repair appointment can be scheduled if the problem persists. 3. Agent Solution: Agent explained that the refrigerator is in defrosting mode and needs 24 to 48 hours to stabilize before determining if there is a cooling issue. The agent reassured the customer that they can schedule a repair if the problem continues after the stabilization period. 4. Resolution Acceptance: Yes. The customer accepted the agent's advice to wait for another 12 hours before calling back for further assistance. 5. Customer Pain Point: Customer is frustrated due to not having a functioning fridge or freezer for a week and is concerned about the inconvenience caused by the malfunction. 6. Notable Comments: Customer expressed urgency in resolving the issue, highlighting the difficulty of being without a refrigerator and freezer. Customer plans to call back the next day for an update. [Request] DONE _________________________________________ RNU250822091422 Surname : HOUGHTON / KELLY Mobile Number : 07833010529 / 07551810303 Post Code : SK8 1EJ 1st Line of Address : 73 Oak Road, CHEADLE, SK8 1EJ, GB Email Address : janice1979kelly@yahoo.com / janicehoughton1979@hotmail.com Model # : FWY996BCTN4.APBQPUK Serial # : 403PNFS0H059 DOP : 18/03/2025 Retailer : AO RETAIL LTD C/O EXPERT 360 [Customer Issues] WASHER DOORS CLOSED LEAKAGE ON THE DOOR TODAY No error codes. No damage or tear in the rubber gasket. Cleaned the gasket. Door lock doesn't have any visible damage. Checked drain filter. Unplugged and plug in. Issue persists. No parking permit needed. Extended Warranty: P2025-03-18403PNFS0H059 [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling about a washing machine that is leaking water from the door, which started recently. The machine is functioning otherwise and shows no error codes. 2. Customer Request: Customer seeks assistance with the leakage issue and requests a repair appointment since the machine is relatively new, purchased four months ago. 3. Agent Solution: Agent verified the customer's account and attempted to gather necessary information about the washing machine. After confirming the issue, the agent scheduled a repair service for the washing machine and informed the customer that a reference number would be sent after the call. 4. Resolution Acceptance: Yes. The customer accepted the scheduled repair and was appreciative of the agent's assistance in resolving the issue. 5. Customer Pain Point: Customer expressed frustration over previous issues with an older washing machine and dissatisfaction with the service regarding warranty registration, feeling misled about the coverage. 6. Notable Comments: Customer mentioned having had a bad experience with a previous LG washing machine that required a new drum after only nine months, indicating a lack of confidence in the product's reliability. [Request] DONE BOOKING AND SMS _________________________________________