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26/08 CALLS

CNU250826118520

Surname : ALISON GRIMES

Mobile Number : 07889709705

Post Code : SP8 5JQ

1st Line of Address : MEADOW BROOK FARM GILLINGHAM, SP8 5JQ, GB

Email Address : alison@abandcservices.co.uk

Model # : F4V310SNE.ASSQPUK

Serial # : 009PNVZ27591

DOP : 10/11/2020

Retailer : CURRYS

[Customer Issues] programs are not running and leaking from underneath few days ago november2020 currys

Unit won't finish program. Customer is washing mixed fabrics. Washing just normal loads. Unit is properly leveled. No error codes. Cleaned hose pipes. Checked the drain pipes is not blocked. Inlet and outlet pipes doesn't have any visible damage or tears. Unplugged and plug in. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about a washing machine purchased in November 2020 that is malfunctioning, specifically not completing programs and leaking from underneath.

  2. Customer Request: Customer seeks assistance with troubleshooting the issue and potentially scheduling a repair, as the machine is out of warranty.

  3. Agent Solution: Agent confirmed the washing machine is out of warranty but can register for an extended warranty if the customer provides proof of purchase. The agent requested a short video of the issue for validation but noted that the customer is unable to do so due to the machine being full of wet laundry. The agent will send an SMS for the customer to submit the required documentation.

  4. Resolution Acceptance: Yes. The customer accepted the need to provide proof of purchase and agreed to receive an SMS for further instructions.

  5. Customer Pain Point: Customer expressed frustration over the washing machine's failure to operate correctly after only four and a half years, leading to inconvenience and a backlog of laundry.

  6. Notable Comments: Customer mentioned that the washing machine has been used solely for personal laundry and has not been subjected to commercial use, which is relevant for warranty considerations. POP received on 26-AUG-25 POP received on 26-AUG-25

[AI Summary]

  1. Contact Reason: Customer is calling about a washing machine purchased in November 2020 that is malfunctioning, specifically not completing programs and leaking from underneath.

  2. Customer Request: Customer seeks assistance with troubleshooting the issue and potentially scheduling a repair, as the machine is out of warranty.

  3. Agent Solution: Agent confirmed the washing machine is out of warranty but can register it for an extended warranty if the customer provides proof of purchase and serial number. The agent guided the customer through the process of sending the required documents via SMS and assured that a repair would be scheduled once the registration is approved.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to send the necessary documentation for warranty registration.

  5. Customer Pain Point: Customer expressed frustration over the washing machine's repeated failures and the inconvenience caused by having wet laundry that cannot be processed.

  6. Notable Comments: Customer mentioned having to deal with the malfunction for two days and expressed urgency in getting the machine repaired, highlighting the need for quick resolution due to personal circumstances.

[Request] DONE REGISTERING WILL BOOK ONCE APPROVED

CNU250826119122

Surname : GRANGER

Mobile Number : 07780531966

Post Code : IP27 9JT

1st Line of Address : Garden Cottage, Hall Drive, BRANDON, IP27 9JT, GB

Email Address : michelesnails@hotmail.co.uk

Model # : FH4U2VCN2

Serial # : 809PNKG46869

DOP : 10/01/2019

Retailer : CURRYS

[Customer Issues] WASHER BEARING IS GONE SOUNDS LIKE A JET extended warranty ran out last year 3 WEEKS

No error codes. Unit is properly balanced. Unit has proper spacing at the sides and at the back.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to request an engineer visit for their LG washing machine, which is making a loud noise during the spin cycle, suggesting a possible bearing issue.

  2. Customer Request: Customer seeks to schedule a service appointment for the washing machine repair.

  3. Agent Solution: Agent verified the customer's details, including the serial number and purchase date. The agent informed the customer that the washing machine is out of warranty and that the repair would be chargeable. The agent explained that the ten-year warranty only covers the direct drive motor, not the labor or engineer visit.

  4. Resolution Acceptance: Yes. The customer accepted the information regarding the chargeable repair and agreed to proceed with scheduling the service.

  5. Customer Pain Point: Customer expressed frustration over the noise issue persisting for three weeks and the inconvenience of having to pay for repairs after the warranty expired.

  6. Notable Comments: Customer mentioned that the washing machine has been making noise for three weeks and confirmed that it does not show any error codes. The customer also indicated that they have performed a tub clean cycle without any clothes inside.

[AI Summary]

  1. Contact Reason: Customer reports a loud noise from the washing machine during the spin cycle, suspecting a bearing issue. The machine was purchased in January 2019 and is currently out of warranty.

  2. Customer Request: Customer seeks an engineer's visit to diagnose and repair the washing machine.

  3. Agent Solution: Agent confirmed the machine is out of warranty and explained that the repair would be chargeable at £175, which includes parts, labor, and VAT. The agent requested a short video of the noise during an empty cycle for technical assessment and provided instructions for submitting the video via SMS.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to send the requested video for further evaluation.

  5. Customer Pain Point: Customer expressed frustration over the noise issue persisting for three weeks and the inconvenience of having to pay for repairs after the warranty expired.

  6. Notable Comments: Customer mentioned the machine has a ten-year warranty on the direct drive motor but was unclear about the coverage for other components. The agent clarified that labor and engineer visits are not included in the warranty.

[Request] WILL WAIT FOR THE VIDEO OF THE NOISE

Surname : GARTSHORE

Mobile Number : 01932331698 / 07500208174

Post Code : BA22 8GZ

1st Line of Address : 8 Hawthorn Drive Broadsword Park Ilchester Yeovil BA22 8GZ

Email Address : djg.17@hotmail.co.uk

Model # :

Serial # :

DOP : 27/12/2023

Retailer : CURRYS

[Customer Issues] WASHER OE Error YESTERDAY

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling regarding a manufacturer warranty claim for her washing machine, which is displaying an OE error code indicating it is unable to drain water.

  2. Customer Request: Customer seeks assistance in resolving the OE error code and wants to provide the serial number for warranty processing.

  3. Agent Solution: Agent created a new account for the customer since it was her first call. The agent requested the serial number to proceed but acknowledged the customer was unable to provide it at the moment. The agent offered to send a link via SMS for the customer to send the serial number later.

  4. Resolution Acceptance: Yes. The customer accepted the solution of sending the serial number via SMS and agreed to follow up later.

  5. Customer Pain Point: Customer expressed frustration about being unable to provide the serial number immediately due to being at work and the inconvenience of the washing machine malfunctioning.

  6. Notable Comments: Customer mentioned her work schedule makes it difficult to contact customer service during business hours and inquired about the closing time of the service department.

[AI Summary]

  1. Contact Reason: Customer is calling regarding a manufacturer warranty claim for her washing machine, which is displaying an OE error code indicating it is unable to drain water.

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

  3. Agent Solution: Agent verified the customer's purchase details and created an account for her. Since the customer did not have the serial number available, the agent suggested she send the serial number via SMS after the call. The agent also offered to schedule a follow-up call for repair assistance once the customer has the serial number.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to send the serial number via SMS later.

  5. Customer Pain Point: Customer expressed frustration about being unable to resolve the issue immediately due to being at work and not having access to the washing machine's serial number.

  6. Notable Comments: Customer mentioned her work schedule makes it difficult to contact customer service during business hours, indicating a need for flexibility in communication.

[Request] WILL SEND SMS FOR DOCU UPLOAD

CNU250826119862

Surname : MCGREBDIE

Mobile Number : 07734057333

Post Code : G77 5QA

1st Line of Address : 2 Newtonlea Avenue, GLASGOW, G77 5QA, GB

Email Address : johnmcgrebdie@aol.com

Model # : F4V710WTSE.ABWQWUK

Serial # : 105PNMH42723

DOP : 17/08/2021

Retailer : CURRYS

[Customer Issues] REPAIR

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling regarding a delayed repair for a washing machine that has been out of service for four weeks due to a gasket part that is still on order.

  2. Customer Request: Customer seeks an update on the repair status and a specific appointment date for the technician to fix the washing machine.

  3. Agent Solution: Agent checked the repair status and confirmed that the necessary part is still pending. The agent explained that the repair department will contact the customer directly once the part is received to schedule the repair. The agent also acknowledged the delay due to recent bank holidays.

  4. Resolution Acceptance: No. The customer expressed dissatisfaction with the service and indicated they would not purchase LG products again due to the prolonged repair process.

  5. Customer Pain Point: Customer is frustrated with the long wait time for the repair and the lack of communication regarding the status of the parts and service.

  6. Notable Comments: Customer mentioned they have been without a washing machine for four weeks and expressed strong dissatisfaction with LG's service, stating they would not buy LG products in the future.

[Request] DONE

CNU250826120275

Surname : FAIZI

Mobile Number : 07436903216 / 07789623886 MRS. FAIZI

Post Code : SA1 7EQ

1st Line of Address : 9 Bronllan, Winch Wen, SWANSEA, SA1 7EQ, GB

Email Address : yaserfaizi1.khan@gmail.com

Model # : F4V309SNE.ASSQPUK

Serial # : 303PNDW0N594

DOP : 16/04/2023

Retailer : CURRYS

[Customer Issues] WASHER STOP SPINNING STOPPING MID CYCLE

No error codes. 17 mins. Unit is properly balanced. Done empty cycle. Unplugged and plug in.

No parking permit needed.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about an LG washing machine that stops spinning mid-cycle after approximately 3 minutes, with no error codes displayed.

  2. Customer Request: Customer seeks troubleshooting assistance and clarification regarding warranty status, as they believe the machine is still under warranty.

  3. Agent Solution: Agent guided the customer through troubleshooting steps, including checking for load balance and performing an empty cycle. The agent confirmed the need for the serial number to verify warranty status and offered to send a link for the customer to upload the warranty card for further assistance.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to send the warranty documentation via the link provided by the agent.

  5. Customer Pain Point: Customer expressed frustration over the washing machine's malfunction and the difficulty in verifying warranty status, as they believe it is still valid.

  6. Notable Comments: Customer mentioned having a warranty card and insisted that the machine is not out of warranty, requesting the agent to send a link for uploading the warranty documentation.

[AI Summary]

  1. Contact Reason: Customer is calling about an LG washing machine that stops spinning mid-cycle after approximately 3 minutes, with no error codes displayed.

  2. Customer Request: Customer seeks troubleshooting assistance and clarification regarding warranty status, as they believe the machine is still under warranty.

  3. Agent Solution: Agent guided the customer through troubleshooting steps, including checking for load balance and performing an empty cycle. The agent confirmed the need for the serial number to verify warranty status and offered to send a link for the customer to upload the warranty card for further assistance.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to send the warranty documentation via the link provided by the agent.

  5. Customer Pain Point: Customer expressed frustration over the washing machine's malfunction and the difficulty in verifying warranty status, as they believe it is still valid.

  6. Notable Comments: Customer mentioned having a warranty card and insisted that the machine is not out of warranty, requesting the agent to send a link for uploading the warranty documentation. POP received on 26-AUG-25 POP received on 26-AUG-25

[AI Summary]

  1. Contact Reason: Customer is calling to verify the warranty status of their washing machine and to provide proof of purchase for warranty registration.

  2. Customer Request: Customer seeks confirmation of warranty coverage and instructions on how to submit the serial number for warranty registration.

  3. Agent Solution: Agent confirmed that the washing machine is eligible for an extended warranty of three additional years, totaling five years. The agent instructed the customer to upload the serial number photo using the same link previously provided for warranty registration.

  4. Resolution Acceptance: Yes. The customer accepted the agent's instructions and agreed to upload the required serial number photo.

  5. Customer Pain Point: Customer expressed concern about the warranty coverage and the need for clarity on the process to ensure no costs would be incurred for repairs.

  6. Notable Comments: Customer inquired about the duration of the extended warranty and was relieved to learn it would add three years to the existing coverage.

REQUEST: Five Year Warranty Registration. Please request Serial & POP

Salutation: Mr. YES - POP YES - 5 Year Warranty YES - Serial

Either the Serial is over 12 Months old or POP date is more than 90 days or both

This file should be tagged to FAULT_IMAGE_REQUEST to email the customer and request images of the POP & SERIAL

When images are received please process the warranty registration

[THE PRODUCT NEEDS A REPAIR] - 5 Year Team please validate the 5 Year Registration and tag the file back to the requesting agent advising if they can or cannot book a repair under the 5 Year Warranty Promotion

[AI Summary]

  1. Contact Reason: Customer is calling to verify the warranty status of their washing machine and to submit proof of purchase for warranty registration.

  2. Customer Request: Customer seeks confirmation of warranty coverage and wants to register for an extended warranty to cover repair costs.

  3. Agent Solution: Agent confirmed the washing machine is eligible for an extended warranty, adding three years to the existing two-year warranty. The agent instructed the customer to upload the serial number photo via the same link used for the proof of purchase. Once approved, the agent will schedule a repair service.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to upload the required serial number photo.

  5. Customer Pain Point: Customer expressed concern about the warranty process and the urgency of getting the washing machine repaired, indicating frustration with the potential delay.

  6. Notable Comments: Customer provided an alternative contact number for the repair engineer to reach them if the primary number is unavailable. Customer emphasized the importance of timely communication regarding the repair appointment.

[Request] DONE REGISTERING ONCE APPROVED WILL REGISTER IT

Surname : PARKINS

Mobile Number : 01643706017

Post Code : T82 45HS

1st Line of Address :

Email Address :

Model # : F4Y513WWLN1

Serial # : 505PNPD8A096

DOP : 08/08/2025 ORDERED 22/08/2025 DELIVERED

Retailer :

[Customer Issues] WASHER REGISTRATION

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to register a newly purchased LG washing machine and encountered issues with the online registration process, specifically needing to activate a five-year warranty manually.

  2. Customer Request: Customer seeks assistance with manually registering the washing machine and activating the warranty.

  3. Agent Solution: Agent confirmed that the registration must be done manually and proceeded to create an account for the customer. The agent collected necessary information, including model number, purchase date, and customer details, to complete the registration process.

  4. Resolution Acceptance: Yes. The customer accepted the agent's assistance in registering the washing machine and activating the warranty.

  5. Customer Pain Point: Customer expressed frustration with the inability to register the washing machine online and the confusion regarding the warranty activation process.

  6. Notable Comments: Customer mentioned this was their first call to LG and requested that the warranty certification be sent via post due to not having an email address.

[MANUAL FIVE YEAR WARRANTY REGISTRATION] Type: WASHING MACHINE Retailer: CURRYS SERIAL Under 12 Months POP Date Under 90 Days The customer wishes to register for the 5 Year Warranty The customer doesn't have an email address and mobile number. The customer requested the certification to be sent via post.

[AI Summary]

  1. Contact Reason: Customer is calling to register a newly purchased LG washing machine and encountered issues with the online registration process, specifically needing to activate a five-year warranty.

  2. Customer Request: Customer seeks assistance with manually registering the washing machine's warranty and obtaining a confirmation of the registration.

  3. Agent Solution: Agent confirmed that the warranty registration must be done manually. The agent collected necessary details, including model number, purchase date, and customer information. After gathering all required information, the agent registered the warranty and provided a case number for reference, assuring the customer that a certificate would be mailed.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and was satisfied with the registration process and the assurance of receiving the certificate by post.

  5. Customer Pain Point: Customer expressed frustration with the online registration process and the need for manual intervention, which caused confusion and delays.

  6. Notable Comments: Customer mentioned not having a mobile phone or email address, which necessitated sending the warranty certificate by post. The customer also inquired about a confirmation code for the registration.o

[Request]

CNU250826121207

RNU250826015545

Surname : GRIEVE

Mobile Number : 07584073264

Post Code : CF36 3TY

1st Line of Address : 2 Lapwing Close, PORTHCAWL, CF36 3TY, GB

Email Address : grieve.legie@outlook.com

Model # :

Serial # : 111PWXBMD434

DOP :

Retailer :

[Customer Issues] UNIT TRIPS THE ELECTRICITY

Troubleshooting: Unit is plug in directly to the wall outlet. Not using an extension block. No multiple appliance is sharing with the same outlet. Tried to check the socket by plugging different device and it is fine. Issue persist.

No parking permit needed. Additional notes: Refer to CNU250814025170 for warranty confirmation

[Consultation contents] Telepresence: No Customer advised about Parking Permits: Yes Service Bulletin: N/A Warranty Status: Extended LG Warranty Fault: Unit Trips Circuit Breaker Troubleshooting: Unit is plug in directly to the wall outlet. Not using an extension block. No multiple appliance is sharing with the same outlet. Tried to check the socket by plugging different device and it is fine. Issue persist. Additional notes: No parking permit needed. Recall job. Extended Warranty Confirmation: CNU250814025170 Email: grieve.legie@outlook.com Primary Number: 07584073264 Retailer: Curry's

[AI Summary]

  1. Contact Reason: Customer is experiencing recurring issues with their washing machine, which was previously inspected by an engineer but has stopped functioning again shortly after the visit.

  2. Customer Request: Customer seeks a new service appointment for the washing machine repair, expressing urgency due to the inability to wash clothes.

  3. Agent Solution: Agent coordinated with the repair department and scheduled a new engineer visit. The agent verified the washing machine's setup and confirmed it was plugged directly into the wall outlet without any extension cords. The agent documented the issue and assured the customer that the repair team would contact them within two business days.

  4. Resolution Acceptance: Yes. The customer accepted the scheduled repair appointment and was informed they would receive a reference number after the call.

  5. Customer Pain Point: Customer is frustrated by the washing machine's repeated failures and the inconvenience of not having a working machine, especially with a large amount of laundry to manage.

  6. Notable Comments: Customer mentioned that the washing machine worked for only one load after the engineer's visit, leading to concerns about the unit's reliability. They also inquired about the possibility of a replacement due to ongoing issues.

[Request] WILL SEND SMS

CNU250826121929

CS10-W9DKFUEP5B

Surname : CHAN

Mobile Number : 07875849573

Post Code : L18 9XP

1st Line of Address :

Email Address : aliceyee28@hotmail.com

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is inquiring about the delivery date for a washing machine they intend to purchase online but have not yet ordered.

  2. Customer Request: Customer seeks clarification on delivery options and timelines before making a purchase, specifically wanting to know if express delivery is available and its associated costs.

  3. Agent Solution: Agent explained the express delivery options, stating that if the customer orders before 09:00 a.m. on Monday, they would receive the washing machine the next day for a fee. If ordered after that time, delivery would be on Wednesday. The agent also offered to assist in creating an account for the customer to access discounts.

  4. Resolution Acceptance: Yes. The customer accepted the information provided about delivery options and expressed interest in the 10% voucher.

  5. Customer Pain Point: Customer is frustrated by the lack of clear delivery date options on the website and is concerned about potential delays in receiving the washing machine.

  6. Notable Comments: Customer mentioned they had attempted to register online multiple times without success and expressed interest in receiving a voucher for their first purchase.

[AI Summary]

  1. Contact Reason: Customer is inquiring about the delivery date for a washing machine they intend to purchase online but have not yet ordered.

  2. Customer Request: Customer seeks clarification on delivery options and timelines before making the purchase.

  3. Agent Solution: Agent explained the express delivery options, stating that if the customer orders before 09:00 a.m. on Monday, they would receive the washing machine the next day for a fee. The agent also mentioned that normal delivery times are not guaranteed and can take longer. Additionally, the agent offered to create an account for the customer to facilitate future purchases and provided information about a 10% voucher.

  4. Resolution Acceptance: Yes. The customer accepted the information provided and agreed to have the voucher sent via SMS.

  5. Customer Pain Point: Customer expressed frustration over the lack of clear delivery date options during the online checkout process, leading to uncertainty about when the washing machine would arrive.

  6. Notable Comments: Customer mentioned they had attempted to register online multiple times without success and were interested in receiving a discount as a new customer.

[Request] WILL SEND THE 10% VOUCHER

Surname :

Mobile Number : 07300800082

Post Code :

1st Line of Address :

Email Address :

Model # : FWY916BBTN1

Serial # :

DOP :

Retailer :

[Customer Issues] DELIVERY FOR CENTRAL LONDON

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is inquiring about the availability and delivery options for the LG washer dryer model FWY916BBTN, specifically for delivery in central London and trade-in options for their current washing machine.

  2. Customer Request: Customer seeks information on stock availability for the washer dryer and details on how the trade-in process works, including any associated costs.

  3. Agent Solution: Agent confirmed the model number and checked stock availability. The agent explained that delivery options include express delivery for an additional fee, with next-day delivery available if ordered before 9 a.m. The agent also clarified that the trade-in must be for a washer dryer of any brand, and the condition will be assessed upon pickup.

  4. Resolution Acceptance: Yes. The customer accepted the information provided regarding stock availability and delivery options, indicating satisfaction with the clarity of the trade-in process.

  5. Customer Pain Point: Customer expressed frustration with the online ordering system, particularly regarding issues with checking out and selecting delivery options, which complicated their purchasing experience.

  6. Notable Comments: Customer mentioned needing to confirm the brand of their current washing machine for the trade-in process and appreciated the detailed explanation of delivery timelines and trade-in conditions.

[Request] DONE JUST A QUERY NO NEED TO DOCU

CNU250826122630

Surname : ADU

Mobile Number : 07432327959

Post Code : CR0 4GA

1st Line of Address :

Email Address : aduellen80@gmail.com

Model # : FWY916WBTN1.ABWQPUK

Serial # : 404PNJC88588

DOP : 02/09/2024

Retailer : COSTCO WHOLESALE

[Customer Issues] WASHER DOESN'T HAVE A DISPLAY LAST WEEK

The display is not showing and it's not starting. Control panel doesn't have any visible damage and water didn't dripped the panel. Unit plugged in directly to the wall outlet and doesn't have any extension blocked. Inlet hose is dispensing the water before the issue started. Cleaned pump filter. Issue persists.

No parking permit needed.

[Consultation contents]

[Request] SEND AN SMS FOR THE VIDEO = DONE PUTTING ON THE TRACK

CNU250826122919

Surname : WIGGINS

Mobile Number : 07789966096

Post Code : CF39 8QJ

1st Line of Address : 2 STRYD AFAN, TONYREFAIL, PORTH, CF39 8QJ, GB

Email Address : jackwiggins99@gmail.com

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WARRANTY CONFIRMATION

[Consultation contents]

[AI Summary]

  1. Contact Reason: Customer is inquiring about the status of the extended five-year warranty for their washer dryer, which was registered last month but has not received confirmation.

  2. Customer Request: Customer seeks confirmation of the warranty approval and a way to verify it online, as they are concerned about the 90-day claim period.

  3. Agent Solution: Agent confirmed that the warranty was registered on July 31 and has been approved. The agent informed the customer that the certification will be sent within 10 to 14 weeks. Additionally, the agent offered to send an SMS confirmation of the warranty registration for immediate proof.

  4. Resolution Acceptance: Yes. The customer accepted the agent's offer to send an SMS confirmation of the warranty registration.

  5. Customer Pain Point: Customer expressed frustration over the lack of confirmation regarding the warranty status and the potential risk of not being able to claim it within the 90-day period.

  6. Notable Comments: Customer requested a way to view the warranty status online, as the website only displayed a 12-month warranty, which caused confusion.

[AI Summary]

  1. Contact Reason: Customer is inquiring about the status of the extended five-year warranty for their washer dryer, which was registered last month but has not received confirmation.

  2. Customer Request: Customer seeks confirmation of warranty approval and a way to verify it online, as they are concerned about the 90-day claim period.

  3. Agent Solution: Agent confirmed that the warranty was registered and approved on July 31, 2025. The agent informed the customer that the certification would be sent within 10 to 14 weeks. Additionally, the agent offered to send an SMS confirmation of the warranty registration for immediate proof.

  4. Resolution Acceptance: Yes. The customer accepted the SMS confirmation solution and acknowledged the timeline for receiving the certification.

  5. Customer Pain Point: Customer expressed frustration over the lack of confirmation regarding the warranty status and the potential risk of not being able to claim it within the 90-day period.

  6. Notable Comments: Customer mentioned the importance of having proof of warranty registration to avoid issues in the future and appreciated the agent's assistance in sending the SMS confirmation.

[Request] DONE SMS AND ADDING ON THE TRACK

Surname : CROSS

Mobile Number : 07977304038

Post Code : NG13 9EA

1st Line of Address : 2 WHIPLING CLOSE, WHATTON IN THE VALE

Email Address :

Model # : GSX961NSAZ.ANSQLGU

Serial # : 806TRTX2H577

DOP : 21/08/2018

Retailer :

[Customer Issues] FRIDGE NOT COOLING 5 OR 6 DAYS AGO

Temperature in Freezer is -20 and Fridge 1

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to perform a smart diagnosis on their refrigerator, which is not cooling properly. The freezer has completely defrosted, and the fridge is not maintaining a cold temperature.

  2. Customer Request: Customer seeks assistance with troubleshooting the cooling issue and requests a smart diagnosis to identify any problems.

  3. Agent Solution: Agent conducted a smart diagnosis via the app, which indicated no issues. The agent suggested leaving the refrigerator closed for 12 hours to see if it cools down. Additionally, the agent provided contact information for two local service engineers for further assistance if the problem persists.

  4. Resolution Acceptance: Yes. The customer accepted the suggestion to wait and see if the refrigerator cools down, and noted the contact information for the service engineers.

  5. Customer Pain Point: Customer expressed frustration over the refrigerator's failure to cool, leading to food spoilage and inconvenience. They were disappointed to learn that the warranty had expired.

  6. Notable Comments: Customer mentioned purchasing the refrigerator second-hand from previous homeowners and was unaware of the warranty status. They were proactive in seeking a solution and noted they would try the provided contact numbers for service.

[Request] DONE NO NEED

RNU250826017303

CNU250826123888

Surname : HEADLAND

Mobile Number : 07939866406

Post Code : SS6 9AW

1st Line of Address : 52 Purleigh Road, RAYLEIGH, SS6 9AW, GB

Email Address :

Model # : F2Y509WBLN1.ABWQPUK

Serial # : 410PNNA3J239

DOP : 08/02/2025

Retailer : CURRYS

[Customer Issues] WASHER 08/02/2025 DELIVERED LAST THURSDAY Tune of the washer is not working

Unit is properly balanced. No error codes. Panel doesn't have any visible damage or no water dripped on it. Issue persist.

No parking permit needed. Customer is disabled. Approved by Coach VRB

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about a newly purchased washing machine that has a malfunctioning control panel; specifically, the end-of-cycle tune and some buttons are unresponsive.

  2. Customer Request: Customer seeks a repair appointment to address the malfunctioning part of the washing machine.

  3. Agent Solution: Agent attempted to troubleshoot by asking about error codes and the functionality of the control panel. Since the issue persisted, the agent informed the customer that a repair service would be scheduled. The agent also requested a video of the issue for technical review, which the customer declined.

  4. Resolution Acceptance: No. The customer did not accept the need for a video and insisted on scheduling a repair without it.

  5. Customer Pain Point: Customer expressed frustration over the malfunction of a brand-new washing machine, feeling that it should not have issues so soon after purchase.

  6. Notable Comments: Customer mentioned this is their first call to LG regarding the issue and provided details about the purchase date and location, indicating a quick delivery after purchase.

[Request] DONE BOOKING, SMS AND TASK

Surname :

Mobile Number : 02089683493

Post Code :

1st Line of Address :

Email Address :

Model # : F4J608WN.ABWQPUK

Serial # : 600STNYU1F698 005SPNYU1F698

DOP :

Retailer : Atlantic electronics

[Customer Issues] Bearing is gone Loud noise 2 to 3 months now

Customer is elderly.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about an LG washing machine that makes a loud noise during the spin cycle, indicating a potential bearing issue. The problem has persisted for about two to three months.

  2. Customer Request: Customer seeks assistance with the washing machine issue, specifically looking for repair options or advice on whether to purchase a new machine.

  3. Agent Solution: Agent confirmed the machine is out of warranty and offered a chargeable repair for £175. The agent also provided information on purchasing a new washing machine, including a trade-up discount of £100 for the old machine, and shared contact details for an engineering service that could assist with repairs.

  4. Resolution Acceptance: No. The customer expressed frustration with the repair cost and indicated that purchasing a new machine might be more economical, but did not commit to any solution.

  5. Customer Pain Point: Customer is frustrated by the ongoing noise issue and the high cost of repair, especially given her limited financial resources as an elderly pensioner.

  6. Notable Comments: Customer mentioned her son, who lives in Japan, purchased the washing machine for her. She expressed difficulty in managing the situation alone and highlighted her financial constraints.

[Request] DONE NO NEED TO DOCU

CNU250826118435

Surname : ATCHISON

Mobile Number : 07521029017

Post Code : SR6 7QT

1st Line of Address : 13 Bywell Road, SUNDERLAND, SR6 7QT, GB

Email Address : catchison1@sky.com

Model # : GSLV91PZAE.APZQLGU

Serial # : 204TRMF2F075

DOP : 06/12/2022

Retailer : CURRYS

[Customer Issues] LOUD NOISE Customer vacuum the back of the unit. Customer will full defrost the unit for atleast 24hrs and will ring us back to proceed with a chargeable repair since customer doesn't have any insurance to the retailer or an extended warranty.

[Consultation contents]

docs to upload

[AI Summary]

  1. Contact Reason: Customer is calling about an LG American style fridge freezer that is making a loud whining noise, prompting them to turn it off overnight due to the disturbance.

  2. Customer Request: Customer seeks assistance in diagnosing the noise issue and potentially scheduling a repair if necessary.

  3. Agent Solution: Agent requested the fridge's serial number and asked the customer to provide a short video of the noise for the technical team. The agent confirmed the customer's details and informed them they would receive an SMS with a case number and instructions for uploading the video.

  4. Resolution Acceptance: Yes. The customer accepted the agent's request to send a video and agreed to wait for further updates from the technical team.

  5. Customer Pain Point: Customer expressed frustration over the loud noise disrupting their household, indicating it was significant enough to warrant turning off the appliance.

  6. Notable Comments: Customer mentioned the fridge was purchased from Currys on December 6, 2022, and confirmed they would provide a video of the noise for further assessment.

[AI Summary]

  1. Contact Reason: Customer is calling about an LG American style fridge freezer that is making a loud whining noise, prompting them to turn it off overnight due to the disturbance.

  2. Customer Request: Customer seeks assistance in diagnosing the noise issue and potentially scheduling a repair if necessary.

  3. Agent Solution: Agent requested the fridge's serial number and asked the customer to provide a short video of the noise for the technical team. The agent confirmed the customer's details and informed them they would receive an SMS with a case number and instructions for uploading the video.

  4. Resolution Acceptance: Yes. The customer accepted the agent's request to send a video and agreed to wait for further updates from the technical team.

  5. Customer Pain Point: Customer expressed frustration over the loud noise disrupting their household, indicating it was significant enough to warrant turning off the appliance.

  6. Notable Comments: Customer mentioned the fridge was purchased from Currys on December 6, 2022, and confirmed they would provide a video of the noise for further assessment. POP received on 26-AUG-25 POP received on 26-AUG-25

[AI Summary]

  1. Contact Reason: Customer is calling about a fridge freezer purchased in December 2022, which is making a loud squealing noise, prompting the customer to turn it off and store items in a neighbor's fridge.

  2. Customer Request: Customer seeks troubleshooting assistance and wants to know the process for scheduling a repair if the issue persists after following the suggested steps.

  3. Agent Solution: Agent advised the customer to fully defrost the fridge for 24 to 48 hours and check if the noise continues after restarting. If the issue persists, the customer can call back to schedule a repair. The agent also informed the customer about the repair costs and warranty coverage.

  4. Resolution Acceptance: Yes. The customer accepted the troubleshooting steps and agreed to call back after defrosting the unit to schedule a repair if necessary.

  5. Customer Pain Point: Customer expressed frustration with the loud noise from the fridge, which has disrupted their ability to use it and required them to find alternative storage for food.

  6. Notable Comments: Customer mentioned that the fridge is under warranty for parts but not for labor, and they inquired about the potential costs for repair, indicating concern about unexpected expenses.

[Request] DONE

CNU250812000572

Surname : WATSON

Mobile Number : 07957436628

Post Code : EX5 7GA

1st Line of Address : 4 CRABTREE CLOSE, CRANBROOK, EXETER, EX5 7GA, GB

Email Address : carolinewatson16@outlook.com

Model # : F2C509GBTN1.AMBQWUK

Serial # : 401PWCMKB771

DOP : 04/05/2024

Retailer : CURRYS

[Customer Issues] LEAKING IN THE MIDDLE OF THE CYCLE

[Consultation contents] Note: Agent sends last SMS for no contact and instructions for WhatsApp for uploading the Customer still not providing the files needed the POP, SN, Photo of the Gasket and the short video of the leakage. If the customer will ring us back, please assists. Thank you.

This is the TS that have been done with the customer: Checked the gasket no foreign objects that might cause the leakage. Gasket doesn't have visible damage or tear. Cleaned the gasket every after wash. Cleaned the filter. Unit is properly leveled. Issue persists.

Additional Notes: No parking permit needed.

Post Code has been added

4 Crabtree Close Cranbrook Exeter EX5 7GA

[AI Summary]

  1. Contact Reason: Customer called to inform that the washing machine, which was previously leaking during cycles, has stopped leaking after the last call to customer service.

  2. Customer Request: Customer wanted to update the service records and clarify whether any further action was needed since the issue has resolved itself.

  3. Agent Solution: Agent verified the customer's information and confirmed that the washing machine is no longer experiencing the leak. The agent advised the customer to record any future issues with a video for documentation purposes, should they arise again.

  4. Resolution Acceptance: Yes. The customer accepted the agent's confirmation that no further action was needed at this time.

  5. Customer Pain Point: Customer expressed frustration about the previous leaking issue and the need to document it, but was relieved that the problem has resolved itself.

  6. Notable Comments: Customer mentioned receiving texts requesting video evidence of the leak, which was no longer possible since the issue has ceased.

[Request] DONE AND ADDED TO TASK

CNU250826127986

Surname : KELLY

Mobile Number : 07900970450

Post Code : M44 6WN

1st Line of Address : Flat 11 Balshaw Court School Lane Irlam MANCHESTER, M44 6WN, GB

Email Address : sophiekelly323@gmail.com

Model # : GBF62PZGGN.APZQLGU

Serial # : 406WRPDKY384

DOP : 17/12/2024

Retailer : AO

[Customer Issues] AO FRIDGE Customer is free on thurday and friday. anytime is fine Fresh converter is freezing the food

Customer will want a replacement or refund and because she is entitled for her customers rights

Unplugged and plug in the unit. Done defrosting the unit. Air vents is not overloaded. On a well ventilated kitchen. Unit has a proper spacing in the sides and at the back. No codes. Temperature on the Freezer -18 and 3 degrees on the Fridge. Issue persists.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling regarding a malfunctioning fridge freezer that is freezing food in the fresh compartment. There was confusion about needing a filter, which was incorrectly identified as a water filter instead of an air filter.

  2. Customer Request: Customer seeks clarification on the correct part needed for the fridge and is frustrated with the ongoing issues, requesting a replacement or repair for the malfunctioning unit.

  3. Agent Solution: Agent coordinated with technical experts and confirmed that the customer needs to purchase an air filter from the LG website. The agent also offered to book another engineer's visit to assess the fridge, despite previous reports indicating no fault was found.

  4. Resolution Acceptance: No. The customer expressed dissatisfaction with the proposed solutions, feeling that the ongoing issues have not been adequately addressed and is considering escalating the matter.

  5. Customer Pain Point: Customer is frustrated with being passed around between representatives, receiving incorrect parts, and the fridge malfunctioning within six months of purchase. They feel that LG is not taking responsibility for the issue.

  6. Notable Comments: Customer mentioned sending videos and pictures of the issue and indicated they may escalate the situation to the ombudsman if the problem is not resolved. They also noted that they purchased the fridge on credit and may pursue a claim under section 75.

[AI Summary]

  1. Contact Reason: Customer is calling regarding a malfunctioning fridge freezer that is freezing food in the fresh compartment and has been sent the wrong part (water filter instead of air filter).

  2. Customer Request: Customer seeks a resolution for the malfunctioning fridge, requesting either a replacement or repair, as the issue has persisted despite previous attempts to fix it.

  3. Agent Solution: Agent confirmed the customer received the wrong part and advised that the correct air filter can be purchased from the LG website. The agent also offered to book another engineer's visit to assess the fridge again, as the previous engineer reported no fault found.

  4. Resolution Acceptance: No. The customer expressed frustration with being passed around and insisted on a replacement or repair, stating that the fridge is not functioning as expected.

  5. Customer Pain Point: Customer is frustrated with the ongoing issues with the fridge, feeling that they are being given the runaround and that the service has been inadequate, especially since the fridge has not worked properly within six months of purchase.

  6. Notable Comments: Customer mentioned they have sent videos and pictures of the issue and are prepared to escalate the matter to the ombudsman if the situation is not resolved. They also indicated they are aware of their consumer rights regarding refunds or replacements.

[Request] DONE TAGGED TO WG TEMP

Surname :

Mobile Number : 0526104911

Post Code :

1st Line of Address :

Email Address :

Model # : FDV1109B

Serial # :

DOP :

Retailer :

[Customer Issues] DRYER TAKING LONG TIME TO DRY Cotton and mixed fabrics settings Customer came from the holiday and they didn't use the dryer for 2 months

Cleaned the lints. Unit have a proper spacing at the sides at the back for ventilation. Unit is showing 30 mins but it's doubling the time and too long to dry. No error codes.

[Consultation contents]

[Request] DONE NO NEED TO DOCU

CNU250826126626

Surname : MOHAMMED

Mobile Number : 07488352960 / 07429199233

Post Code : UB4 8JB

1st Line of Address : Flat 8 Hart House, 1186 Uxbridge Road, HAYES, UB4 8JB, GB

Email Address : raadandyou@yahoo.com

Model # : FWV685SSE.ASSQWUK

Serial # : 009PWNFKP511

DOP : 21/09/2020

Retailer : CURRYS

[Customer Issues] WASHER P2020-09-21009PWNFKP511

Cleaned the drain. Customer is always putting a bit less load. Customer leave the unit for 1hr to open the door. Unit is properly leveled. Cleaned the filter. Tried empty cycle. Unplugged and plug in. Issue persists.

No parking permit needed. Please contact the customer on his number before entering the building because the intercom machine is not working.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling regarding a broken washing machine that displays an LE error code, indicating a lock error. The customer previously discussed the issue with another agent but did not receive the invoice needed for warranty verification.

  2. Customer Request: The customer seeks to confirm if the previous service request is still valid and if the warranty will cover the repair, as they have now found the receipt.

  3. Agent Solution: The agent requested the customer's surname, email address, and washing machine serial number to locate the previous service request. The agent confirmed the error code LE indicates a lock error and offered to assist further once the customer provides the error code again.

  4. Resolution Acceptance: No. The customer did not accept a resolution as the agent was still in the process of gathering information to check the previous service request.

  5. Customer Pain Point: The customer is frustrated by the lack of follow-up on their previous inquiry and the inconvenience caused by the washing machine malfunction, which has disrupted their laundry routine.

  6. Notable Comments: The customer mentioned they had cleaned the machine and waited over 24 hours as advised but the error persisted. They also noted that the warranty is valid until September, contingent on providing the receipt. POP received on 26-AUG-25

[AI Summary]

  1. Contact Reason: Customer is calling regarding a broken washing machine that displays an LE error code, indicating a lock error. The customer previously discussed the issue with another agent but did not receive the invoice for service.

  2. Customer Request: Customer seeks confirmation of warranty coverage and assistance with scheduling a repair for the washing machine.

  3. Agent Solution: Agent verified the customer's warranty status and confirmed it is valid until September 2023. The agent requested the customer to provide a photo of the receipt and the error code for documentation. The agent also informed the customer that a repair service would be scheduled, and the engineer would contact them within two business days.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to send the required documentation for the repair process.

  5. Customer Pain Point: Customer expressed frustration over the washing machine malfunctioning and the inconvenience caused by not having a working unit, especially since they rely on it for daily laundry.

  6. Notable Comments: Customer mentioned that they had previously switched to LG from another brand due to reliability concerns and noted that the intercom system in their building is not functioning, which may complicate access for the repair technician.

[Request] DONE TAGGED TO WG TEMP

Surname :

Mobile Number : 01635868223

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDGE WATER TANK AND IT HAS CRACK GRL207EQ

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about an old LG American fridge freezer with a cracked water reservoir and is seeking a replacement part number.

  2. Customer Request: Customer requests assistance in finding the part number for the cracked water tank.

  3. Agent Solution: Agent confirmed the model number and coordinated with technical experts to find the part number. However, the experts could not locate the main part and advised the customer to contact a local engineer for assistance. The agent provided two contact numbers for the local service.

  4. Resolution Acceptance: Yes. The customer accepted the provided contact information for further assistance.

  5. Customer Pain Point: Customer expressed frustration over the inability to find the replacement part through the agent and the need to contact a local engineer.

  6. Notable Comments: Customer was appreciative of the agent's help and noted they had a pen and paper ready to take down the contact numbers provided.

[Request] DONE NO NEED TO DOCU

CNU250826127483 RNU250826019526

Surname : BONTHRONE

Mobile Number : 07843591825

Post Code : PH1 2HR

1st Line of Address : 148 Tweedsmuir Road, PERTH, PH1 2HR, GB

Email Address : sandra.201@hotmail.co.uk

Model # : F4C510GBTN1.AMBQPUK

Serial # : 403PNQE92716

DOP : 16/11/2024

Retailer : CURRYS

[Customer Issues] WASHER

Customer is washing 2 big towels. Unit is properly leveled. No error codes. Unplugged and plug in.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer's washing machine is stuck on a spin cycle and is non-functional, displaying a UE error code indicating an unbalanced load.

  2. Customer Request: Customer seeks a repair appointment to fix the washing machine as it is not operational.

  3. Agent Solution: Agent identified the issue as an unbalanced load due to washing two large towels. The agent explained the error code and documented the customer's request for a repair service. The agent confirmed no parking permit is needed for the service visit.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution for scheduling a repair service.

  5. Customer Pain Point: Customer expressed frustration over the washing machine's malfunction, especially since it has been a recurring issue.

  6. Notable Comments: Customer mentioned they live in a residential area and confirmed their email address for further communication regarding the repair appointment.

[AI Summary]

  1. Contact Reason: Customer's washing machine stopped mid-cycle during a spin and is unresponsive, displaying a UE error code indicating an unbalanced load.

  2. Customer Request: Customer seeks a repair appointment to fix the washing machine issue.

  3. Agent Solution: Agent confirmed the UE error code and explained it was due to an unbalanced load. The agent scheduled a repair service, informing the customer that an engineer would contact them within two business days to confirm the appointment.

  4. Resolution Acceptance: Yes. The customer accepted the proposed repair solution and understood the next steps.

  5. Customer Pain Point: Customer expressed frustration over the washing machine malfunctioning and the inconvenience it caused, especially since it was not functioning properly after multiple uses.

  6. Notable Comments: Customer mentioned living in a residential area where no parking permit is required for the repair visit. They also confirmed their email and mobile number for communication regarding the appointment.

[Request] DONE BOOKING, SMS AND TASK

CNU250826127917

Surname : KAMARE

Mobile Number : 07508406536

Post Code : SE6 1HA

1st Line of Address : 18 Penderry Rise, LONDON, SE6 1HA, GB

Email Address : kamaremohamed433@yahoo.com

Model # : F4C510GBTN1.AMBQPUK

Serial # : 404PNHN08817

DOP : 15/08/2024

Retailer : CURRYS

[Customer Issues] WASHER LEAKING FROM THE UNDERNEATH TODAY

No error codes. Unit is properly balanced. Cleaned the gasket. Cleaned pump filter. Inlet and outlet pipes doesn't have any visible damage or tears. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about a washing machine purchased on August 15, 2024, which is leaking water from the inside, specifically from the bottom of the unit.

  2. Customer Request: Customer seeks assistance with troubleshooting the leak and potentially scheduling a repair appointment if the issue cannot be resolved over the phone.

  3. Agent Solution: The agent gathered information about the washing machine, including the serial number and usage details. The agent provided troubleshooting steps, such as checking for visible damage and ensuring the machine is balanced. Since the customer reported significant leakage, the agent initiated the process to create a service request for a repair appointment.

  4. Resolution Acceptance: Yes. The customer accepted the agent's proposal to schedule a repair service for the leaking washing machine.

  5. Customer Pain Point: Customer expressed frustration with the washing machine leaking a lot of water, which has rendered it unusable and disrupted their laundry routine.

  6. Notable Comments: Customer mentioned that this was their first time calling LG for assistance and that the washing machine was purchased from Currys. The agent noted the urgency due to the significant amount of water leaking from the machine.

[AI Summary]

  1. Contact Reason: Customer is calling about a washing machine purchased on August 15, 2024, which is leaking water from the inside, specifically from the bottom of the unit.

  2. Customer Request: Customer seeks assistance with troubleshooting the leak and potentially scheduling a repair if the issue cannot be resolved over the phone.

  3. Agent Solution: Agent conducted troubleshooting by asking about error codes, balance, and maintenance of the machine. The agent confirmed no error codes were present and advised the customer to drain any remaining water manually. The agent also informed the customer that a separate department would handle the repair booking and that a reference number would be sent via email.

  4. Resolution Acceptance: Yes. The customer accepted the agent's solution and was agreeable to receiving the reference number for the repair booking.

  5. Customer Pain Point: Customer expressed frustration with the washing machine leaking significantly, which disrupts their laundry routine and raises concerns about the machine's reliability.

  6. Notable Comments: Customer mentioned that this was their first time calling LG for this issue and that they purchased the washing machine from Currys. The customer also indicated that they clean the gasket monthly but had not cleaned the pump filter since purchase.

[Request] DONE TAGGED TO WG TEMP AND ADD TO TASK