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MARCH DOCS

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  1. Inquiry: REGARDING REFRIGERATOR WARRANTY

  2. Symptom Description: asking about warranty of the compressor

  3. Provide error code if present:

  4. Troubleshooting provided: = inform customer the compressor warranty of her refrigerator.

  5. Outcome: transfer to LEONS

  6. Resources used (paste links used): https://asksamsung.com/notice/NC33000000921 https://asksamsung.com/notice/NC33000000667

  7. Remote Management or Visual Support Used? [paste 2K ticket here]

  8. Additional comments or customer response: Name: Rita Laxmi Model Number: RF220NCTAWW/AA Phone Number: 4167975561 Serial Number: JKS94BAG500116H Place of Purchase: Leons

  9. NCP Parts Needed:

  10. HRM Result:

  11. Sprinklr Case ID: #346237486 Ticket Number: 2330744928

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  1. Inquiry: issue regarding the stove
  2. Symptom Description: ELECTRICAL PROBLEM A LITTLE FIR STARTED IN THE BACK STOVE BUT ITS NOT MAJOR
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome: Transfer to USA customer service
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: James Schiavo Model Number: Phone Number: 6139836107 Serial Number: Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: 1152239007 Ticket Number: 1152239022

1152239007

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  1. Inquiry: issue regarding the stove
  2. Symptom Description:LECTRICAL PROBLEM A LITTLE FIRE STARTED IN THE BACK STOVE BUT ITS NOT MAJOR
  3. Provide error code if present:
  4. Troubleshooting provided: = ADVISE CUSTOMER REGARDING IMPORTANCE OF TROUBLESHOOTING = CUSTOMER INSISTED PROVIDE INFORMATION AND TROUBLESHOOTING =CUSTOMER REQUEST IMMEDIATE THREE SERVICE CENTER. SERVICE CENTER PROBVIDED VIA SMS.
  5. Outcome: customer understood no further assistance needed. ticket number provided via sms
  6. Resources used (paste links used): https://asksamsung.com/content/C33000068076-en-ca
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N= NA VS - Y/N= cx insisted
  8. Additional comments or customer response: Name: James Schiavo Model Number: not provided Phone Number: 6139836107 Serial Number: not provided Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result: NA
  11. Sprinklr Case ID: #346250591 Ticket Number: 2330746743

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  1. Inquiry: issue stove
  2. Symptom Description: purchase a reliable part the stove knob broken
  3. Provide error code if present:
  4. Troubleshooting provided: =advise customer to contact Samsung Canada parts for website
  5. Outcome:

provide Samsung Canada parts number and website

  1. Resources used (paste links used):
  2. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  3. Additional comments or customer response: Name: Ravinder Pandher
    Model Number: NX58M6650WS/AC Phone Number: 2262603636 Serial Number: 0F8R7DDN20095R Place of Purchase: Brick
  4. NCP Parts Needed:
  5. HRM Result:
  6. Sprinklr Case ID: #346261182 Ticket Number: 2330749534

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  1. Inquiry: issue regarding fridge
  2. Symptom Description: replacement of the door fridge.
  3. Provide error code if present:
  4. Troubleshooting provided: = inform customer that it needs to be repaird = customer didn't discuss further regarding the door = customer insisted that the technician who came to his house the door of the fridge need to be replace =customer insisted to talk to supervisor
  5. Outcome: transfer to supervisor
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: CLAUDIO LAGROTTERIA Model Number: RF23R6201SR/AA Phone Number: 9053291648 Serial Number: 0BBS438A802860L Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #346264871 Ticket Number: 2330749254

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  1. Inquiry: issue regarding dishwasher

  2. Symptom Description: customer need the lower basket but they receive the upper basket they don't need the upper basket

  3. Provide error code if present:

  4. Troubleshooting provided: = educate customer the case will be escalated to our dedicated team = customer wants to make sure the issue was resolved because until now there is no update = do outbound call getting the BOS and picture of the racks they received =CUSTOMER ALREADY TOLD THAT HIS HUSBAND ALREADY CONTACTED SOMEONE TO ESCALATE THEIR CONCERN

  5. Outcome: escalate the case to dedicated team to review the request

  6. Resources used (paste links used): https://asksamsung.com/notice/NC33000000241

  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N not applicable

  8. Additional comments or customer response: Name: Lipsa Sharma Model Number: DW60R2014AP/AC Phone Number: 4372543795 Serial Number: B088G8DR500089Z Place of Purchase:

  9. NCP Parts Needed: Lower racks

  10. HRM Result: NA

  11. Sprinklr Case ID: #346279111 Ticket Number: 2330751503 arkesh_sharma@hotmail.com OOW 4184178881 1152239815 CUSTOMER ALREADY TOLD THAT HIS HUSBAND ALREADY CONTACTED SOMEONE TO ESCALATE THEIR CONCERN ======================================

  12. Inquiry: customer called in regarding fridge

  13. Symptom Description:

  14. Provide error code if present:

  15. Troubleshooting provided:

  16. Outcome:

  17. Resources used (paste links used):

  18. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N

  19. Additional comments or customer response: Name: Model Number: Phone Number: 5874355685 Serial Number: Place of Purchase: Trail Alliance

  20. NCP Parts Needed:

  21. HRM Result:

  22. Sprinklr Case ID: 346299525 Ticket Number: 1152239939

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  1. Inquiry: customer called in regarding fridge
  2. Symptom Description: fridge water dispenser is broke
  3. Provide error code if present:
  4. Troubleshooting provided:

not needed physical damage customer mentioned she accidentally broke the dispenser

  1. Outcome: provide the nearest service center to the customer. SUMMER BREEZE APPLIANCE LTD CALGARY, 4.5 Km

Address #20 918 16 AVE NW, T2M 0K3 Operating Hours Mon - Fri 9:00am - 5:00pm Phone Number: 403-990 1944 6) Resources used (paste links used): 7) Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N NO POP UP VS - Y/N = YES 8) Additional comments or customer response: Name: Heather Possenroth Model Number: RF261BEAESR/AA Phone Number: 5874355685 Serial Number:JKKK4BBF501525N Place of Purchase: 9) NCP Parts Needed: 10) HRM Result: 11) Sprinklr Case ID: #346308107 Ticket Number: 2330755830

OOW

  1. Inquiry: customer called in dishwasher
  2. Symptom Description: regarding the motor
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome:
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: cory lauze Model Number: customer not provided Phone Number: Serial Number: customer not provided Place of Purchase: LAST 2022 BRICK
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: Ticket Number: #346316206

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  1. Inquiry: customer called in regarding the over the range microwave
  2. Symptom Description: if she have eligibility warranty of over range microwave

the only thing that was broke was the door pieces so she can't close the door.

  1. Provide error code if present:
  2. Troubleshooting provided:

Can you check for me if there's visible damage or misalignment.= customer said yes there was a damage Can you check for me the door latch and hinges are functioning properly= there is no latch it was also installed by the proper installer. Can you check for me Clean the door and frame Use a damp cloth to remove debris or dirt that may prevent the door from closing. Use a damp cloth to remove debris or dirt that may prevent the door from closing. = there is no debris only a plastic pieces. Can you Verify the microwave is installed according to the manual to ensure proper venting and alignment. = yes its all proper installed

  1. Outcome: DO THE TROUBLESHOOTING

educate customer provide nearest service center SHAUGHNESSY APPLIANCE SERVICE LTD. (3411705) SASKATOON, 4.13 Km

Address 311 JESSOP AVENUE, S7N 1Y5 Operating Hours Phone Number: (306) 374-6610

  1. Resources used (paste links used): https://asksamsung.com/notice/NC33000000100 7.)Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N YES
  2. Additional comments or customer response: Name: Tennille Dawson Model Number: ME21DG6300SRAC Phone Number: 3062412245 Serial Number: 0D2C7WOY201136Y Place of Purchase: BRICK 6 MONTHS AGO
  3. NCP Parts Needed:
  4. HRM Result: Overall judgment: No items requiring inspection based on diagnosis symptoms
  5. Sprinklr Case ID: #346322676 Ticket Number: 2330757930

IN WARRANTY

  1. Inquiry: regarding the fridge issue
  2. Symptom Description: the water dispenser dispensing dirty how to clean

how to remove the water dispenser in the door

  1. Provide error code if present:
  2. Troubleshooting provided:

customer clean it all out. Can you Disconnect the refrigerator from the water supply. Can you let the water run into a container until it clears= customer doesn't want its impossible to do that. customer decline the troubleshooting i guide him step by step to dispense the dirty water

  1. Outcome: provide all troubleshooting steps
  2. Resources used (paste links used):
  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N = NO POP UP VS - Y/N YES
  4. Additional comments or customer response: Name: Ron Molnar Model Number:RF265BEAESR/AC Phone Number: 2892607165 Serial Number: 0AUC4BBM800006T Place of Purchase: CUSTOMER DOESNT NO
  5. NCP Parts Needed:
  6. HRM Result:
  7. Sprinklr Case ID: #346336396 Ticket Number: 2330760469

OOW

  1. Inquiry: customer called in regarding fridge
  2. Symptom Description: fridge temperature is below 9 Celsius
  3. Provide error code if present:
  4. Troubleshooting provided:

Can you Ensure the temperature is set below 7℃. = customer set it to 7 degree Celsius but its lower down to 1 degree Celsius Can you Avoid setting it too low during hot weather. = yes its not Can you Ensure the fridge is not overloaded (60-70% capacity recommended). yes its not overloaded Minimize door openings to prevent warm air from entering. Check Refrigerator Location

Ensure there is at least 5 cm of space around the sides and back, and 2.5 cm at the top. Avoid placing the fridge in direct sunlight or near heating appliances. Clean the Back of the Fridge

Periodically clean the back of the fridge to ensure proper air ventilation. Allow Time for Stabilization

If recently plugged in, allow 4-6 hours for the fridge to stabilize its core temperature.

Educate customer Allow at least 3hrs for the fridge to reach and hold the new temperature.

  1. Outcome: provide all troubleshooting
  2. Resources used (paste links used):
  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N YES
  4. Additional comments or customer response: Name: Angela Kronenberg Model Number: RF18A5101SR/AA Phone Number: 6043126632 Serial Number:0HX24DBX712331X Place of Purchase:
  5. NCP Parts Needed:
  6. HRM Result:
  7. Sprinklr Case ID: #346345536 Ticket Number: 2330761852 INWARRANTY

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  1. Inquiry: OVER THE HOOD RANGE MICROWAVE
  2. Symptom Description: microwave doesn't work there was a funny noise it just died and the microwave stops working it stopped heating and eventually just shut off
  3. Provide error code if present: NA
  4. Troubleshooting provided: Please press the fan (vent) button and see if it works (see picture below) = nothing happened

Can you check Is the power outlet accessible? YES, please unplug the unit and inspect the power cord for cracking, fraying, chafing and plug pins for damage. = there was humming Is it a surge protector power outlet? = YES is all brand-new Now, use a phone charger or small lamp to test if 120 Volts are present at the power outlet (applies to all 120V power outlets and extension cords)= customer used that its charging educate customer on the troubleshooting steps provide all the steps = advise customer to call local electrician but customer insist

  1. Outcome: = educate customer on the troubleshooting steps provide all the steps = advise customer to call local electrician but customer insist

provide nearest service center

MARTELL APPLIANCE REPAIR MIDDLE SACKVILLE, 4.32 Km

Address 28 COLTSFOOT LANE, B4E 0R6 Operating Hours Mon-Fri: 9am-5pm Phone Number902-880-0503 6) Resources used (paste links used): ai co pilot https://asksamsung.com/content/C33000071039-en-ca 7) Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N YES 8) Additional comments or customer response: Name: Tracy Boudreau Model Number: ME19R7041FS/AC Phone Number: 9029997898 Serial Number:0BQT7WOWB01100H Place of Purchase: home hardware pizzance 9) NCP Parts Needed: 10) HRM Result: no pop up 11) Sprinklr Case ID: #346370232 Ticket Number: 2330768375

oow

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  1. Inquiry: customer called regarding washer
  2. Symptom Description: washer is not properly working
  3. Provide error code if present:
  4. Troubleshooting provided:

offer but customer not in home

  1. Outcome: advise cx to call us back once she already at home
  2. Resources used (paste links used):
  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  4. Additional comments or customer response: Name: Katya Acosta Model Number: WF520ABPXAC02 Phone Number: 7808849399 Serial Number: Y0E354AB500052B Place of Purchase: built in in the house
  5. NCP Parts Needed:
  6. HRM Result:
  7. Sprinklr Case ID: #346392919 Ticket Number: 2330771581

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  1. Inquiry: issue washer
  2. Symptom Description: washer is not properly working has power BUT THERE IS no shows any information
  3. Provide error code if present: no error code
  4. Troubleshooting provided:

Can you check Ensure the washer is securely plugged in. Can you Check if the circuit breaker has tripped and reset it if necessary. Verify Door Closure

Make sure the washer door is completely closed before starting a cycle. Disable Child Lock

Press and hold the indicated two-button combination until the child lock indicator turns off. (Refer to your user manual for the specific button combination.) Inspect Load Size and Distribution

Ensure laundry is evenly spread and not too large or unevenly distributed. Match the laundry type to the correct cycle. Level the Washer

Rock and wobble the machine to check its levelness. Adjust the legs until the washer is balanced. Clean the Pump Filter

Clean the pump filter monthly to prevent clogs. Run Calibration Mode

Remove everything from the washer. Simultaneously press and hold the Temp. and Delay End buttons for 3 seconds until "Cb" appears. Release the buttons and press Start/Pause. If the tub doesn’t spin, service is required. Check Drain Hose

Ensure the drain hose is inserted correctly (between 6 to 8 inches) and not forming an airtight connection. 5) Outcome: provide troubleshooting steps not working

provide islo CORE APPLIANCES AND REFRIGERATION CORPORATION BURNABY, BC, 13.42 Km

Address 4845 MARINE DRIVE, V5G 3G5 Operating Hours Mon-Fri 9 am- 5pm Phone Number: 604-347 9551

  1. Resources used (paste links used): https://asksamsung.com/content/C33000067922-en-ca
  2. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N YES
  3. Additional comments or customer response: Name: Milad A Model Number: Ww25b6900ax Phone Number: 6045005050 Serial Number: 0XD05ADW200070D Place of Purchase:
  4. NCP Parts Needed:
  5. HRM Result:
  6. Sprinklr Case ID: #346399665 Ticket Number:2330772759

march 15

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  1. Inquiry: customer called in regarding washer issue
  2. Symptom Description: water leak on the washer on the back
  3. Provide error code if present:NA
  4. Troubleshooting provided:

offer vs but customer not in the unit advise cx to call us back once shes in the unit

  1. Outcome: customer will callback
  2. Resources used (paste links used): https://asksamsung.com/content/TSG10001007-en
  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  4. Additional comments or customer response: Name: Sharon Ray Model Number: WW25B6800AW/AC Phone Number: 4038018281 Serial Number: 0XCY5ADY602856W Place of Purchase: Canadian Appliance
  5. NCP Parts Needed:
  6. HRM Result:
  7. Sprinklr Case ID: #346569657 Ticket Number: 2330779317

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  1. Inquiry: customer called in regarding the freezer provide ticket number 2330755865
  2. Symptom Description: regarding the sealed warranty and she need a rubber seal as per technician
  3. Provide error code if present:
  4. Troubleshooting provided:

inform customer regarding the warranty of the sealed system provide phone of Samsung Canada parts

  1. Outcome: advise to purchase at Samsung Canada parts
  2. Resources used (paste links used): www.samsungcanadaparts.com
  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  4. Additional comments or customer response: Name: Michel Gravel Model Number: RF23J9011SG/AA Phone Number: 6472006467 Serial Number: 07ZB43BJ700122F Place of Purchase:
  5. NCP Parts Needed:
  6. HRM Result:
  7. Sprinklr Case ID: #346583343 Ticket Number: 1152243586

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  1. Inquiry: dishwasher issue
  2. Symptom Description: Customer inquired about using dishwasher pods in their dishwasher.
  3. Provide error code if present:
  4. Troubleshooting provided:

EDUCATE CUSTOMER DO NOT USED DETERGENT PODS ON DISHWASHER advise customer to use correct liquid detergent

  1. Outcome: advise customer to use correct liquid detergent
  2. Resources used (paste links used): https://asksamsung.com/content/C33000071030-en-ca
  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  4. Additional comments or customer response: Name: Lisa Hachey Model Number:DW80B6060UG Phone Number: 5066255720 Serial Number:0JTPDATB00026L Place of Purchase:
  5. NCP Parts Needed:
  6. HRM Result:
  7. Sprinklr Case ID: #346610233 Ticket Number: 1152243912

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  1. Inquiry: customer called in regarding dryer, washer, range refrigerator
  2. Symptom Description: wants to extend the warranty of the appliances
  3. Provide error code if present:
  4. Troubleshooting provided:

educate customer regarding that we don't have any way to extend the warranty . advise customer if she wants call the place where she purchase the appliance.

  1. Outcome: advise customer if she wants call the place where she purchase the appliance.
  2. Resources used (paste links used):
  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  4. Additional comments or customer response: Name: jasvir sidhu Model Number: Phone Number: 6476372484 Serial Number: Place of Purchase:
  5. NCP Parts Needed:
  6. HRM Result:
  7. Sprinklr Case ID: #346617339 Ticket Number: 1152243990

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  1. Inquiry: issue regarding washer
  2. Symptom Description: washer is leaking
  3. Provide error code if present:
  4. Troubleshooting provided:

asking the details of the customer

  1. Outcome: COSTCO AGENT DISCONNECT THE CALL
  2. Resources used (paste links used):
  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  4. Additional comments or customer response: Name: Model Number: Phone Number: 4039888452 Serial Number: Place of Purchase:
  5. NCP Parts Needed:
  6. HRM Result:
  7. Sprinklr Case ID: #346621070 Ticket Number: 1152243997

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  1. Inquiry: customer regarding stove
  2. Symptom Description: wants to check the warranty of their stove
  3. Provide error code if present:
  4. Troubleshooting provided:

advise customer that the model number of the stove start with the letter N CUSTOMER PROVIDE WRONG MODEL NUMBER

  1. Outcome: customer disconnect the call
  2. Resources used (paste links used):
  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  4. Additional comments or customer response: Name: Jasvir Sidhu Model Number: F3RE305CBSD Phone Number: 6476372484 Serial Number: Place of Purchase:
  5. NCP Parts Needed:
  6. HRM Result:
  7. Sprinklr Case ID: #346622141 Ticket Number: 1152244028

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  1. Inquiry: customer called in washer
  2. Symptom Description: New Samsung washer displaying 'Contact Customer Service UB1' and '4 on the spin' with a little bit of water and detergent inside, but it just stops and is blinking.
  3. Provide error code if present: 4
  4. Troubleshooting provided:
  5. Outcome: TRANSFER TO RESPONSIBLE PARTNER
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: DANIELLA Sovarosi Model Number: Phone Number: 7782235891 Serial Number: Place of Purchase: HOME DEPOT
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #346625004 Ticket Number: 1152244049

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  1. Inquiry: dryer issue
  2. Symptom Description: dryer is not heating up something that have problem on thermostat
  3. Provide error code if present: no
  4. Troubleshooting provided:

Can you check for me Ensure the dryer is not overloaded, as this can restrict airflow and reduce heating efficiency. can you check for me Verify that the correct setting is selected for the fabric type. Incorrect settings can lead to inefficient heating.= yes its not Clean the lint trap after each use. Periodically clean the exhaust vent to remove lint buildup, which can restrict airflow and hinder heating. = customer clean it always customer insist for a technician to come over .

  1. Outcome: provide ts steps but not work // provide nearest service center AIR PRO APPLIANCE BRAMPTON, ON, 19.86 Km

Address 16 TROUTBECK CRES, L6Y 5E8 Operating Hours 9am to 5pm Working hours may differ, please call to confirm before coming. Phone Number : 289-946 0045 6) Resources used (paste links used): https://asksamsung.com/content/C33000073421-en-ca 7) Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N = NO POP UP VS - Y/N YES 8) Additional comments or customer response: Name: Daniella Yorichuk Model Number: DVE45N6300V/AC Phone Number: 6477170682 Serial Number:0AWE5BCM401050N Place of Purchase: Costco 2020 9) NCP Parts Needed: 10) HRM Result: 11) Sprinklr Case ID: #346626638 Ticket Number: 2330783307

00W

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  1. Inquiry: washer issue
  2. Symptom Description: when they run the clean cycle it doesn't stop it doesn't spin out it only sort like turn around in circles but it doesn't actually engage in the fast spin cycle it stays on rinse cycle
  3. Provide error code if present: no came up
  4. Troubleshooting provided:

Can you First, check the load size and distribution. Ensure the laundry is evenly spread and not too large or unevenly distributed.= yes its not Can you check For front load washers, try rocking and wobbling the machine to check its levelness. educate the customer To run calibration mode, first, remove everything from your washer. Then, simultaneously press and hold the Temp. and Delay End buttons for 3 seconds until "Cb" appears on the display. Release the buttons and press Start/Pause. The tub will rotate back and forth for 1-3 minutes, then display "En," "End," or "0" and turn off, indicating successful calibration.

  1. Outcome: provide all troubleshooting but not yet done because the customer has on going laundry
  2. Resources used (paste links used): https://asksamsung.com/content/C33000067922-en-ca
  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N YES
  4. Additional comments or customer response: Name: Daniel Small Model Number: DV42H5200EW/AC Phone Number: 2892597686 Serial Number: 0ACG5BBF800089F Place of Purchase: Shears
  5. NCP Parts Needed:
  6. HRM Result: no pop up
  7. Sprinklr Case ID: #346635322 Ticket Number: 2330784067

OOW

  1. Inquiry: dishwasher
  2. Symptom Description: Rust issue in Samsung dishwasher
  3. Provide error code if present:
  4. Troubleshooting provided:

advise customer that i will connect him to our responsible partner

  1. Outcome: transfer to Leon's
  2. Resources used (paste links used):
  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  4. Additional comments or customer response: Name: Matthew Lynef Model Number: Phone Number: 5195353480 Serial Number: Place of Purchase: LEONS
  5. NCP Parts Needed:
  6. HRM Result:
  7. Sprinklr Case ID: #346646267 Ticket Number: 1152244267

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  1. Inquiry: range issue
  2. Symptom Description: CUSTOMER TURN IT ON LOW AND SOME BURNERS GO UP TO HIGH
  3. Provide error code if present:
  4. Troubleshooting provided:

offer vs but customer declined she said she already done doing troubleshooting

  1. Outcome: customer disconnect the call
  2. Resources used (paste links used):
  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  4. Additional comments or customer response: Name: Tonya Cumming Model Number: NE63A6751SS Phone Number: 9055416857 Serial Number: 0JEE7DAXA00098P Place of Purchase: COSTCO
  5. NCP Parts Needed:
  6. HRM Result:
  7. Sprinklr Case ID: #346652677 Ticket Number: 1152244380

2329874153

  1. Inquiry:
  2. Symptom Description: plate was cracked
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome:
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Model Number: Phone Number: Serial Number: Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #346657368 Ticket Number: 2330786564 4182974609

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  1. Inquiry: dishwasher issue
  2. Symptom Description: the dishwasher cannot install there is no any cable power cord or any other stuff
  3. Provide error code if present:
  4. Troubleshooting provided:

inform customer the accessories included is only power cord rack and tray.

  1. Outcome: resolved
  2. Resources used (paste links used): https://asksamsung.com/content/C33000071739-en-ca
  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  4. Additional comments or customer response: Name: Tinder Singh Model Number: DW80CG5450SR Phone Number: 7805222286 Serial Number: 0LE0GDAY805858Y Place of Purchase: Canadian Appliance
  5. NCP Parts Needed:
  6. HRM Result:
  7. Sprinklr Case ID: #346659608 Ticket Number: 2330786510

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  1. Inquiry: stove clock time
  2. Symptom Description: how to set the clock on stove
  3. Provide error code if present:
  4. Troubleshooting provided:

Can you First, press the “Clock” button on the control panel. This button might also appear as a Clock icon, similar to the image shown below. Next, enter the desired hours and minutes using the number pads or the directional buttons. If you happen to enter the wrong time, simply press the Clear button to reset and start over. To finalize and confirm the time setting, press either the Clock button or the START/SET button, depending on your model.

  1. Outcome: resolved
  2. Resources used (paste links used): https://asksamsung.com/content/C33000075773-en-ca
  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N YES
  4. Additional comments or customer response: Name: Edna Roy Model Number: NE63A6711SS/AC Phone Number: 2899250699 Serial Number:0J4L7DAT300212H Place of Purchase: KATHLEEN
  5. NCP Parts Needed: NA
  6. HRM Result: NO POP UP
  7. Sprinklr Case ID: #346665644 Ticket Number: 2330786856

======================================

  1. Inquiry: regarding fridge
  2. Symptom Description:Customer is unable to clean their Samsung fridge as the shelves cannot be removed.
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome:
  6. Resources used (paste links used): https://asksamsung.com/notice/NC33000000194
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Victoria Edwards Model Number: Phone Number: 5194984154 Serial Number: Place of Purchase: HOME DEPOT
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #346675395 Ticket Number: 1152244704

======================================

  1. Inquiry: fridge issue
  2. Symptom Description:

Ice maker in fridge stopped making ice, only makes a motor sound, wants to know if there's any warranty on it ice maker stop making an ice its like odd piece come out

  1. Provide error code if present: NO
  2. Troubleshooting provided: Check the Control Panel Lock

Can you Press the Fridge or Freezer button to see if it responds.

  1. Outcome: customer said he will callback
  2. Resources used (paste links used):
  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N YES
  4. Additional comments or customer response: Name: Daren Allen Model Number: RF27T5501SR/AC Phone Number: 9059555595 Serial Number: 0B4Q4BBR500109K Place of Purchase: built in the house
  5. NCP Parts Needed:
  6. HRM Result: NO POP UP
  7. Sprinklr Case ID: #346678772 Ticket Number: 2330788057

======================================

  1. Inquiry: dishwasher issue
  2. Symptom Description: put it plug then turn on the breaker turn off the water supply to overflow
  3. Provide error code if present: LC
  4. Troubleshooting provided: Is the unit constantly draining and showing an error code (LC/LE) error or the display LEDs are flashing?

If YES: Did customer opened the door mid cycle? = AS PER CUSTOMER YES

If there’s no leak on the floor, please ask customer to turn OFF the circuit breaker to allow the leak sensor to dry for 48 hours. Opening the door mid cycle may allow water to leak down to the base and activate the leak sensor which trigger the LC error code. LC/LE or “Normal” light blinking, means the leak sensor has detected water under of the unit. 5) Outcome: = EDUCATE ALL THE TROUBLESHOOTING STEPS AND ADVISE CUSTOMER IF THE ISSUE STILL PERSIST YOU CAN CALL US BACK. 6) Resources used (paste links used): a ico pilot https://asksamsung.com/content/C33000071215-en-ca 7) Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N = yes VS - Y/N = yes 8) Additional comments or customer response: Name: brian kennedy Model Number: DW90F89T0USR Phone Number: 2508771866 Serial Number: 0MP0GDAY400728W Place of Purchase: TOTAL AUDIO 9) NCP Parts Needed: 10) HRM Result: Final Judgment: Inspection Required 11) Sprinklr Case ID: #346691821 Ticket Number: 2330789240

======================================

  1. Inquiry: washer issue
  2. Symptom Description:
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome:
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Karen Mcdonough Model Number: Phone Number: 7057333965 Serial Number: Place of Purchase: LEONS
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #346695536 Ticket Number: 1152244989

======================================

  1. Inquiry: fridge regarding noise
  2. Symptom Description: there was a buzzing noise on the back of the fridge
  3. Provide error code if present:
  4. Troubleshooting provided:

Can you check if the refrigerator is level and stable. = yes its stable Can you make sure If the buzzing sound happens at once every 1 to 5 hours, then it could be the ice maker water valve, if the water line is closed or not connected, and the ice maker is turned ON, then it’ll make a loud buzzing sound when asking for water. Customer must turn the ice maker OFF when not using. (Refer to the user manual)

Buzzing or humming sounds could be coming from the fan.

Ask customer to open one of the doors, and if the noise stops, then it’s one of the evaporator fans inside the fridge - Service is required

If the noise doesn’t stop when the door is open, it means it’s coming from the back of the fridge.

If it sounds like it's coming from the back of your fridge, please check if the water line is secured by fasteners or tape, because if it’s loose, then it’ll rub against the fridge metal body and make noise. 5) Outcome: provide all troubleshooting steps // customer disconnect the call 6) Resources used (paste links used): https://asksamsung.com/content/C33000072919-en-ca 7) Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N YES 8) Additional comments or customer response: Name: Wissam Magho Model Number: RF29BB8600QLAA Phone Number: 5192770878 Serial Number: 1H8843AYC01581E Place of Purchase: COSTCO 9) NCP Parts Needed: 10) HRM Result: No items requiring inspection based on diagnosis symptoms 11) Sprinklr Case ID: #346697820 Ticket Number: 2330789853

======================================

  1. Inquiry: customer called in regarding washer
  2. Symptom Description: Washing machine not working, water not coming in, warranty open on the weekend
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome: customer disconnect the call in the middle of probing question
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - VS -
  8. Additional comments or customer response: Name: Bryce Lillis Phone Number: 6138797507 Model Number: WF45R6100AP/US Serial Number: 093W5NBX600050X Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #346851383 Ticket Number: 2330793396

======================================

  1. Inquiry: customer called in regarding the range oven
  2. Symptom Description: the oven door safety glass has shattered
  3. Provide error code if present:
  4. Troubleshooting provided:

advise customer that it is a physical damage

  1. Outcome: provide nearest service center Samsung Service (MB Repair Services Inc) Concord, ON, 2.38 Km

Address 2 Harmony Rd, L4K5H1 Operating Hours Monday to Friday 9:30 AM to 5:OO PM Phone Number: 905-832-2802 6) Resources used (paste links used): 7) Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N 8) Additional comments or customer response: Name: Barry Cohem Phone Number: 6475331809 Model Number: NE63A6511SS/AC Serial Number: 0J4E7DAW601648T Place of Purchase:

  1. NCP Parts Needed:NA
  2. HRM Result:
  3. Sprinklr Case ID: #346859945 Ticket Number: 2330794028

======================================

  1. Inquiry: customer called in regarding over the range microwave provided the case number 70647051
  2. Symptom Description: was missing the bracket Missing hanger bracket for microwave purchased from Lowes
  3. Provide error code if present:
  4. Troubleshooting provided:

advise customer that we don't have any way to check the case number he provided

  1. Outcome: customer disconnect the call
  2. Resources used (paste links used):
  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  4. Additional comments or customer response: Name: Ahad Hussein Phone Number: 4165800082 Model Number: ME16A4021AS Serial Number: Place of Purchase: lowes
  5. NCP Parts Needed:
  6. HRM Result:
  7. Sprinklr Case ID: #346865491 Ticket Number: 2330794500

======================================

  1. Inquiry: customer called in regarding washer
  2. Symptom Description: washer is not spinning when is it in spin cycle and having some noise
  3. Provide error code if present: NO ERROR
  4. Troubleshooting provided:

Can Ensure laundry is evenly spread and not too large or unevenly distributed. = its empty nothing inside Rock and wobble the machine to check its levelness. = they did that its actually flat on the ground Can Regularly clean the pump filter to prevent clogs.= yesterday they already do that Can you Ensure the drain hose is inserted correctly (between 6 to 8 inches).= they already do that yesterday Can you Check the height and condition of the drain hose. Can you To run calibration mode, first, remove everything from your washer. Then, simultaneously press and hold the Temp. and Delay End buttons for 3 seconds until "Cb" appears on the display = CB appears Can you Release the buttons and press Start/Pause = customer do that The tub will rotate back and forth for 1-3 minutes, then display "En," "End," or "0" and turn off, indicating successful calibration. = but still the issue persist and its making noise

FOR SHAKING NOISE

Can Ensure all shipping bolts have been removed.= they already do that as per customer. Place the washer on a level floor and ensure it is properly positioned. Inspect for Loose Items

Check the inside of the washer for any loose metal item

  1. Outcome: provide all troubleshooting steps but its failed

  2. Resources used (paste links used): AI CO PILOT , Washer won't spin or won't stop spinning https://asksamsung.com/content/C33000067922-en-ca Vibration and Noise https://asksamsung.com/content/C33000067876-en-ca

  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - none VS - yes

  4. Additional comments or customer response: Name: Parveen Bakharia Phone Number: 6479388493 Model Number: Wf45T6000AW/A5 Serial Number: 096y5NAN802907D Place of Purchase: Teletime date of purchase : 5 to 6 years ago

  5. NCP Parts Needed:

  6. HRM Result: NO POP UP

  7. Sprinklr Case ID: #346878140 Ticket Number: 2330795374 OOW

======================================

  1. Inquiry: customer called in regarding washer
  2. Symptom Description: machine is a lot of noise wobbling the drum moves making a lot of noise walking
  3. Provide error code if present:
  4. Troubleshooting provided: Ensure clothes are not bunched or tangled on one side of the drum. Avoid mixing heavy items (e.g., jeans) with lightweight laundry. For bulky items, use the Heavy Duty cycle and fill the drum up to 50%. Ensure all four legs are securely touching the floor. If installed on a wooden floor or pedestal, select Low spin speed to reduce noise and vibration.= shes using it for the last 10 years

Tie up hoses to prevent them from hitting the frame during operation. Ensure all shipping bolts are removed for recently installed units. Spin the drum manually

Spin the drum by hand to check for loose internal components or objects stuck between the drum and tub. = do that already

Use Visual Support

Request a video or pictures from the customer for further investigation. 5) Outcome: provide al lthe troubleshooting steps

provide islo

NORTHERN ELECTRONIC SERVICES INC BARRIE, 13.18 Km

Address 647 Welham Rd Unit 18, L4N 0B7 Operating Hours Please call Service Centre before you go: Phone Number(705) 733-2195

  1. Resources used (paste links used): agent co pilot https://asksamsung.com/content/C33000071918-en-ca
  2. Remote Management or Visual Support Used? [paste 2K ticket here] RM - VS -
  3. Additional comments or customer response: Name: Dean Aninirae Phone Number: 6474014949 Model Number:DV42H5200EP/AC Serial Number: 0BEZ5AEGC06261M Place of Purchase:
  4. NCP Parts Needed:
  5. HRM Result:
  6. Sprinklr Case ID: #346883543 Ticket Number: 2330795912

======================================

  1. Inquiry: customer called in regarding fridge
  2. Symptom Description: ice maker not working
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome: PROVIDE THE CONTACT NUMBER OF HOME DEPOT
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - VS -
  8. Additional comments or customer response: Name: Kuldeep Grewl Phone Number: 6479148017 Model Number: Rf28r6201sr
    Serial Number: 0bbw43ar401390e Place of Purchase: HOME DEPOT
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #346887614 Ticket Number: 2330796270

======================================

  1. Inquiry:TV
  2. Symptom Description: customer recently purchased a Samsung TV and is seeking information on warranty and service center locations.
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome: transfer to HE
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - VS -
  8. Additional comments or customer response: Name: Phone Number: 7053354688 Model Number: Serial Number: Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID:#346913957 Ticket Number: 1152247328

======================================

  1. Inquiry: customer called in regarding the refrigerator door
  2. Symptom Description: the door is not moving smoothly Door is not is being too stick on the freezer, so it's hard to open and close.
  3. Provide error code if present:
  4. Troubleshooting provided:

CUSTOMER PROVIDE TICKET NUMBER ON PREVIOUS CALL Offer vs to the customer Can you Check if your fridge or freezer is overfilled. Is anything blocking the door? = even if emptied the whole freezer still the same : Carefully examine the door gaskets (the seals around the doors). Make sure they are properly attached, clean, and sealing completely. Look for any tears or splits in the gaskets. Close a dollar bill in the door. If you can pull it out easily without resistance, the seals are likely damaged and need replacing Customer send the picture of the door for proof but i cant receive in my end

  1. Outcome:

Advise the customer to follow the troubleshooting i provided since we can't vs but customer didn't listen Customer disconnect the call

  1. Resources used (paste links used):AI Co pilot , Refrigerator or Freezer Doors Not Closing https://asksamsung.com/content/C33000072411-en-ca
  2. Remote Management or Visual Support Used? [paste 2K ticket here] RM - VS - offer but its reconnecting on the end of the customer
  3. Additional comments or customer response: Name: Nitish Kumar Model Number: RF18A5101SR Phone Number: 6479014341 Serial Number: 0HX24DBY401027 Place of Purchase: Canadian appliance
  4. NCP Parts Needed: N/A
  5. HRM Result: NO POP UP
  6. Sprinklr Case ID:#346917259 Ticket Number: 2330799175 INW ======================================
  7. Inquiry: customer called in regarding phone
  8. Symptom Description: Customer inquired about the order they recently placed for a Samsung Galaxy S.
  9. Provide error code if present:
  10. Troubleshooting provided:
  11. Outcome:
  12. Resources used (paste links used):
  13. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  14. Additional comments or customer response: Name: Phone Number: Model Number: Serial Number: Place of Purchase:
  15. NCP Parts Needed:
  16. HRM Result:
  17. Sprinklr Case ID: 346925512 Ticket Number: 1152247483

======================================

  1. Inquiry: washer issue
  2. Symptom Description: HER WASHER PRODUCE hot water only there was an error code
  3. Provide error code if present: 4C
  4. Troubleshooting provided: Ensure both the hot and cold water lines are properly connected (cold to cold, hot to hot).

Can you Verify that the water supply valves are fully opened. Can you Confirm the water source has sufficient pressure (20 to 116 psi).= yes because the other washer is using that so its fine Use only the factory-supplied water lines or compatible ones with automatic shutoffs. Ensure the water lines are straight and not bent or kinked. customer said everything is straight . Remove and clean the hose filter screens located in the inlet ports on the back of the washer. = customer already clean that Running hot water through the washer before use after a day of inactivity helps clear any debris or sediment that may have settled in the water lines, ensuring proper water flow. = already

  1. Outcome:

do all troubleshooting but issue still persist advise cx to contact local plumber first to diagnose the issue of the washer

  1. Resources used (paste links used):AI CO PILOT , https://asksamsung.com/content/TSG10000997-en
  2. Remote Management or Visual Support Used? [paste 2K ticket here] RM - VS - YES
  3. Additional comments or customer response: Name: Cindy Anderson Phone Number: 9029210794 Model Number: WA44A3205AW Serial Number: 0J1N5DDYA03415M Place of Purchase: JRAISE DATE OF PURCHASE FEB 19, 2026
  4. NCP Parts Needed:
  5. HRM Result: no pop up
  6. Sprinklr Case ID: #347102465 Ticket Number:2330804248

======================================

  1. Inquiry: calling in regarding refrigerator
  2. Symptom Description: ice maker and water maker isn't working on the fridge
  3. Provide error code if present:
  4. Troubleshooting provided:

Can you please Verify if the 'Ice Off' light is turned on. If it is, turn it off to enable ice making. = customer turn it off Ensure the water line is properly connected to the valve. Secure the water line using clip "A" and ensure it is not bent or pinched. Check for leaks after reconnecting. = last December repair person come to the house and do that thing as per customer Disassemble the Ice-Bucket Assembly and check the ice level and tray. If there is a large piece of ice and the test button does not work, contact a technician for replacement. Reset the Ice Maker

As a final step, reset the ice maker to resolve potential issues. 5) Outcome:

do all the troubleshooting steps its not work provide ISLO NORTHERN ELECTRONIC SERVICES INC BARRIE, 13.18 Km

Address 647 Welham Rd Unit 18, L4N 0B7 Operating Hours Please call Service Centre before you go: Phone Number : (705) 733-2195

provide the ticket number also to the cx

  1. Resources used (paste links used):

AGENT CO PILOT https://asksamsung.com/content/C99900000021-en-ca No ice making

  1. Remote Management or Visual Support Used? [paste 2K ticket here] RM - VS - YES
  2. Additional comments or customer response: Name: Dawn Penney Phone Number: 7096406979 Model Number: RF27CG5400SRAA Serial Number: 0BX84BCXA00768Y Place of Purchase: Coleman Brand
  3. NCP Parts Needed:
  4. HRM Result: No items requiring inspection based on diagnosis symptoms
  5. Sprinklr Case ID: #347115157 Ticket Number: 2330805701

OOW

  1. Inquiry: customer calling in regarding stove
  2. Symptom Description:
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome:
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - VS -
  8. Additional comments or customer response: Name: Phone Number: Model Number: Serial Number: Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID:#347122269 Ticket Number: 1152249094

======================================

  1. Inquiry: customer called in regarding electric range
  2. Symptom Description: one side right burner is stopped
  3. Provide error code if present:
  4. Troubleshooting provided:

offer vs but customer not in the unit advise customer to callback when he's already at home

  1. Outcome:
  2. Resources used (paste links used):
  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - VS -
  4. Additional comments or customer response: Name: Kiritsinh Solanki Phone Number: 6476283222 Model Number: NE63A6111SS/AC Serial Number: OJ477DAY501042A Place of Purchase: Best brand appliances
  5. NCP Parts Needed:
  6. HRM Result:
  7. Sprinklr Case ID: #347124719 Ticket Number: 2330807945

======================================

  1. Inquiry: customer called in regarding refrigerator
  2. Symptom Description: ice maker is not working
  3. Provide error code if present:
  4. Troubleshooting provided:

Can you press the fridge or freezer button and if it doesn't work, the control panel could be locked. Holding "Control Lock" for 3 seconds should unlock the control panel, if not, refer to the user manual to find out how to unlock the control panel. If the "Ice Maker Off" button is illuminated, it means the ice maker is off. Water filter should be in the locked position to function. Is the freezer door closing properly? customer said the door was close properly

  1. Outcome:

provide nearest service center

  1. Resources used (paste links used): ai co pilot , https://asksamsung.com/content/C33000070609-en-ca
  2. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N YES
  3. Additional comments or customer response: Name: Mohamed Luxi Phone Number: 6472966620 Model Number: RF34H9960S4/AA Serial Number: 06FE43BGA00476M Place of Purchase: COSTCO
  4. NCP Parts Needed: NA
  5. HRM Result:
  6. Sprinklr Case ID: #347130849 Ticket Number: 2330808378 ow ======================================
  7. Inquiry: customer called in regarding dishwasher
  8. Symptom Description: regarding parts he need the diagram
  9. Provide error code if present:
  10. Troubleshooting provided:
  11. Outcome:
  12. Resources used (paste links used):
  13. Remote Management or Visual Support Used? [paste 2K ticket here] RM - VS -
  14. Additional comments or customer response: Name: Dan Westlake Phone Number: 5198184896 Model Number: DW80CG5450SRAA
    Serial Number: OLEDGDAW906775A Place of Purchase:
  15. NCP Parts Needed:
  16. HRM Result:
  17. Sprinklr Case ID: #347139537 Ticket Number: 2330810025

======================================

  1. Inquiry: customer provided ticket number 2330577344
  2. Symptom Description:
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome: customer disconnect the call
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - VS -
  8. Additional comments or customer response: Name: Shama Bop Phone Number: 9057193059 Model Number: Serial Number: Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #347142518 Ticket Number: 1152249498

======================================

  1. Inquiry: customer called in regarding refrigerator
  2. Symptom Description: ice maker is not making any ice
  3. Provide error code if present:NA
  4. Troubleshooting provided:

offer vs but connecting to the support agent customer will callback do the troubleshooting but customer insist educate customer importance of troubleshooting.

  1. Outcome:

advise customer to provide additional information/ serial number before create service request

  1. Resources used (paste links used): No ice making (Ice not available) https://asksamsung.com/content/C99900000021-en-ca
  2. Remote Management or Visual Support Used? [paste 2K ticket here] RM - NO POP UP in sprinklr VS - offer vs but connecting to the support agent
  3. Additional comments or customer response: Name: Pamela Anderson Phone Number: 6047227806 Model Number:RF26J7500SR/AA Serial Number: not provided Place of Purchase: built in house
  4. NCP Parts Needed:NA
  5. HRM Result: NA
  6. Sprinklr Case ID: #347146277 Ticket Number: 2330811098

======================================

  1. Inquiry:
  2. Symptom Description:
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome:
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - VS -
  8. Additional comments or customer response: Name: Stefan Chulhof Model Number: Phone Number: 4036082885 Serial Number: Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: Ticket Number:

======================================

  1. Inquiry: customer called in regarding dryer
  2. Symptom Description: dryer has stopped working
  3. Provide error code if present:
  4. Troubleshooting provided:

Ensure the power cord is securely plugged in. Turn OFF the circuit breaker for 5 minutes or more, then try again. Inspect the Door

Verify the door is closing tightly and not opening easily. Clean the Lint Filter

Remove any lint buildup from the filter. Test the Sensor Bars

Fill the drum with at least 50% wet laundry and select the DELICATE cycle. After 5 minutes, check if the time decreases to “1” minute. If it does, clean the sensor bars with a soft cloth and rubbing alcohol. Run a Vent Blockage Test

Ensure the dryer is in a cool state and empty. Press the Power button, then hold Adjust Time UP and Dryness buttons for 3 seconds. If the dryer is warm, run the AIR FLUFF cycle first to cool it down. Check for Component Defects

Inspect for faulty moisture sensor bars, wiring, or a malfunctioning thermistor. 5) Outcome:

do all the troubleshooting steps

  1. Resources used (paste links used): https://asksamsung.com/content/C33000071040-en-ca
  2. Remote Management or Visual Support Used? [paste 2K ticket here] RM - VS - YES
  3. Additional comments or customer response: Name: Ava Savelsberg Phone Number: 2899819693 Model Number: DVE45T3200W Serial Number: 0B895BCY402156L Place of Purchase: BRICK
  4. NCP Parts Needed:
  5. HRM Result:
  6. Sprinklr Case ID: #347155979 Ticket Number: 2330813151

in warranty

======================================

  1. Inquiry: customer called in regarding vacuum stick
  2. Symptom Description: the hopper has cracked customer looking for a new hopper of the vaccum
  3. Provide error code if present:
  4. Troubleshooting provided:

advise customer to contact the Samsung Canada parts provide the contact number of the reliable parts

  1. Outcome: advise customer to contact Samsung Canada parts and provide the model number
  2. Resources used (paste links used):
  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  4. Additional comments or customer response: Name: Patrick Frackowiak Model Number:VS20C9552TK Phone Number: 4162063967 Serial Number: OBCH8NAX600822V Place of Purchase:
  5. NCP Parts Needed:
  6. HRM Result:
  7. Sprinklr Case ID: #347171366 Ticket Number: 2330816128

======================================

  1. Inquiry: customer calling regarding the ticket number 2330794662 the dryer sound
  2. Symptom Description: hearing grinding sound
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome: customer disconnect the call
  6. Resources used (paste links used): https://asksamsung.com/content/TSG01001985-en
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Lewis James Model Number: DVE45T6100P/AC Phone Number: 5874295524 Serial Number: 083H5BBY400535D Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #347175649 Ticket Number: 2330817115

======================================

  1. Inquiry: called in regarding microwave oven
  2. Symptom Description:
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome:
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Shanti Godi Model Number: ME17R7011ES/AC Phone Number: 4162002433 Serial Number: 0C837WOY200258R Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID:#347185062 Ticket Number: 2330818175

======================================

  1. Inquiry: customer regarding range
  2. Symptom Description:
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome:
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Model Number: Phone Number: Serial Number: Place of Purchase: HOME DEPOT
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #347187669 Ticket Number: 1152250369

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  1. Inquiry:
  2. Symptom Description:
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome:
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Model Number: Phone Number: Serial Number: Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: Ticket Number:

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  1. Inquiry: called in regarding washer issue
  2. Symptom Description: putting a hot water for the cycle its make a loud noise when washer is pumping water
  3. Provide error code if present:
  4. Troubleshooting provided:

advise customer to contact the local plumber to diagnosed what happend customer already do the troubleshooting steps

  1. Outcome:

advise to contact local plumber to diagnosed the water line

  1. Resources used (paste links used):

  2. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N

  3. Additional comments or customer response: Name: Denise Comtois Model Number: WA45T3200AW/A4 Phone Number: 2508191521 Serial Number: 0HPM5DDXC22314P Place of Purchase: Costco date of purchase feb 23rd of 2025

  4. NCP Parts Needed:

  5. HRM Result:

  6. Sprinklr Case ID:#347191053 Ticket Number: 2330819922

started couple days ago

  1. Inquiry: customer is called in washer
  2. Symptom Description: washer is not spinning and rinsing
  3. Provide error code if present:
  4. Troubleshooting provided:

offer vs customer insist not she don't want to do that. but will do ts not using vs Can you Ensure the door is fully closed and locked. The washer will not spin unless the door is securely closed.= customer making sure it is already doing that and checked Inspect electrical connections

Verify the washer is plugged in and the electrical voltage is normal. Reset the circuit breaker if needed.

Ensure the drain hose is straightened and not kinked or clogged. Make sure the drain hose is pointed downward (for natural drain models). Check that the drain hose is not inserted more than 6 inches into the standpipe to avoid an airtight connection Locate the debris filter access panel. Open the panel and clean the debris filter. Check the washer load

Ensure the washer is not overloaded. Avoid washing rugs or mats. Level the washer

Make sure the washer is sitting level on the ground. Do not place anything between the floor and the washer legs. Restart the washer

Close the door and press or tap START/PAUSE to restart the cycle. 5) Outcome:

provide islo PRO APPLIANCE BRAMPTON, ON, 20.66 Km

Address 16 TROUTBECK CRES, L6Y 5E8 Operating Hours 9am to 5pm Working hours may differ, please call to confirm before coming. Phone Number289-946 0045 6) Resources used (paste links used): 7) Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N = customer insist not to use VS 8) Additional comments or customer response: Name: kish patel Model Number:WF45H6100AP/A2 Phone Number: 4164527156 Serial Number:0BEX5AEFA01883D Place of Purchase: COSTCO 9) NCP Parts Needed: 10) HRM Result: 11) Sprinklr Case ID: #347194772 Ticket Number: 2330820460

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  1. Inquiry: calling in regarding fridge
  2. Symptom Description: the freezer ice maker
  3. Provide error code if present:
  4. Troubleshooting provided: Check if the control panel is locked

Press the Fridge or Freezer button. If it doesn’t work, hold the Control Lock button for 3 seconds to unlock. Ensure the ice maker is turned ON

Locate the Ice Maker button on the control panel or in Family Hub settings. If the Ice Maker Off button is illuminated, turn it ON. Verify the water filter status

If recently replaced, check if the Water Dispenser is working. Ensure the filter is installed correctly and in the locked position. Check for error codes

If an error code appears, refer to the error code guide. Confirm the ice maker location

If in the freezer, proceed to step 6. If in the fresh food compartment, check if the Ice Bin and Left Door are closing properly. Inspect the freezer setup

Ensure only the original Ice Bin is placed under the ice maker. Check if the Freezer Door is closing properly. Defrost the freezer if necessary

Empty the freezer, unplug the refrigerator, and let it defrost for 5 hours with the door open. Avoid overloading the freezer after plugging it back in. 5) Outcome:

advise customer to do the troubleshooting and make to defrost the freezer for 5 hours if the issue persist call us back.

  1. Resources used (paste links used):https://asksamsung.com/content/C33000070609-en-ca
  2. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  3. Additional comments or customer response: Name: Enas Hussein Model Number: RF32CG5900SRAC Phone Number: 6474044062 Serial Number:0BXL4BCY300011L Place of Purchase:Rona
  4. NCP Parts Needed:
  5. HRM Result: Overall judgment: No items requiring inspection based on diagnosis symptoms
  6. Sprinklr Case ID: #347244300 Ticket Number: 2330831273

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  1. Inquiry: customer called in regarding tv
  2. Symptom Description:
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome: transfer to dedicated team
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Shijin Shaji Phone Number: 9029162759 Model Number: Serial Number: Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #348110359 Ticket Number: 1152263918

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  1. Inquiry: customer called in regarding fridge
  2. Symptom Description: the fridge is not cooling
  3. Provide error code if present:
  4. Troubleshooting provided: Ensure the temperature setting is not set too high.

Would you be able Lower the temperature to the initial setting: Fridge +3˚C / Freezer -20˚C = customer do that Store only 60-70% of the refrigerator's capacity.

Make sure to Minimize Door Openings

Ensure the doors are not left open for extended periods, as this allows warm air to enter and cold air to escape. Close the doors and allow time for the temperature to stabilize.

customer insist to get three nearest service center to be called

  1. Outcome: do the troubleshooting/ provide nearest service center AIR PRO APPLIANCE BRAMPTON, ON, 10.51 Km

Address 16 TROUTBECK CRES, L6Y 5E8 Operating Hours 9am to 5pm Working hours may differ, please call to confirm before coming. Phone Number289-946 0045

ARS Repair and Installation Services Inc. Concord, 24.08 Km

Address 8-90 BASALTIC RD, L4K 1G6 Operating Hours 8 am - 8 pm Monday - Friday Phone Number1-866-415-3937

Samsung Service (MB Repair Services Inc) Concord, ON, 25.64 Km

Address 2 Harmony Rd, L4K5H1 Operating Hours Monday to Friday 9:30 AM to 5:OO PM Phone Number: 905-832-2802 6) Resources used (paste links used): https://asksamsung.com/content/C99900000020-en-ca // No cooling at all 7) Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N= no pop up VS - Y/N = yes 8) Additional comments or customer response: Name: Satinder Singh Model Number: RF32FMQDBSR/AA Phone Number: 6472859672 Serial Number:W76643BF903236E Place of Purchase: 9) NCP Parts Needed: 10) HRM Result: NA 11) Sprinklr Case ID: #348121380 Ticket Number: 2330924455

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  1. Inquiry:
  2. Symptom Description:
  3. Provide error code if present:
  4. Troubleshooting provided:

outbound call due to headset issue called the customer back do outbound spiel

  1. Outcome: customer disconnect the call
  2. Resources used (paste links used):
  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  4. Additional comments or customer response: Name: Model Number: Phone Number: 9022665670 Serial Number: Place of Purchase:
  5. NCP Parts Needed:
  6. HRM Result:
  7. Sprinklr Case ID: #348230901 Ticket Number: 1152266351

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  1. Inquiry:
  2. Symptom Description:
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome:

do opening spiel but no hearing anything from the end due to headset issue call the customer back

  1. Resources used (paste links used):
  2. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  3. Additional comments or customer response: Name: Model Number: Phone Number: Serial Number: Place of Purchase:
  4. NCP Parts Needed:
  5. HRM Result:
  6. Sprinklr Case ID: #348229342 Ticket Number: 1152266376

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  1. Inquiry: customer called in fridge
  2. Symptom Description: customer hearing noise on the washer Samsung fridge making vibrating or humming noise when the door is closed, but the noise stops when the door is opened.
  3. Provide error code if present:
  4. Troubleshooting provided:

PROBING QUESTION OFFER VC BUT CUSTOMER NOT IN THE UNIT RIGHT NOW guide customer for self help option customer insisting he will callback

  1. Outcome:

provide customer self help option visit our website samsung.com/ca/support

  1. Resources used (paste links used): https://asksamsung.com/content/C33000071213-en-ca
  2. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  3. Additional comments or customer response: Name: Beney Sond Model Number: RF27T5201SR Phone Number: 6047821582 Serial Number: 0B4J4BER701111N Place of Purchase:
  4. NCP Parts Needed: NA
  5. HRM Result: NA
  6. Sprinklr Case ID: #348235024 Ticket Number: 2330946864

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  1. Inquiry: customer called in regarding stove
  2. Symptom Description: the upper oven is not heating up
  3. Provide error code if present:
  4. Troubleshooting provided:

Can you ensure it is closed properly, as an open door can shut off the oven for safety reasons. Can you Reset the circuit breaker by turning it ON and OFF a few times. did you try to adjust the temperature before = customer said yes she already do that. customer insist to talk to supervisor advise customer that we need the serial number for us to check if then unit is in warranty before we can create service request

  1. Outcome:

provide all troubleshooting steps transfer to supervisor

  1. Resources used (paste links used): https://asksamsung.com/content/C33000071035-en-ca
  2. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N YES
  3. Additional comments or customer response: Name: Randy Thompson Model Number: NE63A67555GAC Phone Number: 8073740499 Serial Number: Place of Purchase:
  4. NCP Parts Needed:
  5. HRM Result:
  6. Sprinklr Case ID: #348244947 Ticket Number: 2330949020

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  1. Inquiry: customer called in regarding washer issue is not draining
  2. Symptom Description: Front load washer dryer combo unit not draining properly, error code 5cb1 flashing
  3. Provide error code if present: 5C

PROVIDE THE PREVIOUS TICKET NUMBER 2330949764

  1. Troubleshooting provided:

The water level fails to drop below the water level sensor signal reset point within 15 ~ 30 minutes after drain operation starts.

  1. Can you check the Drain pump / drain hose blockage.

  2. Can you also check if there was Loose/bad wire connection on either pump terminal or PCB terminal.

3.Can you check Drain pump defective, PCB main defective.

issue still persist advise customer that ill be providing nearest service center but customer doesn't want the technician visit if she can fix it right away that's why

Customer requested to reset the time on the washer try to do the setting the time but customer

the link of vs cannot be send

  1. Outcome:

do all troubleshooting steps provide self help option

  1. Resources used (paste links used): https://asksamsung.com/content/C33000070291-en-ca
  2. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N customer not receiving the link
  3. Additional comments or customer response: Name: Donna Waterman Phone Number: 17809752071 Model Number: WD53DBA900HZA1 Serial Number: 1MYH53AX601683L Place of Purchase: Trail appliances about year
  4. NCP Parts Needed: NA
  5. HRM Result: NA
  6. Sprinklr Case ID: #348255283 Ticket Number: 2330951049

2330949764