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12/06 CALLS

Surname :

Mobile Number : 0860474728 / 0879811648 /

Post Code :

1st Line of Address :

Email Address :

Model # : F2Y709BBTN1

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER 5 OR 6 MONTHS AGO

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer inquired about the warranty process for an LG washing machine purchased approximately five to six months ago, seeking clarification on standard and extended warranty coverage.

  2. Customer Request: Customer seeks information on how to register for the extended warranty and whether proof of purchase is necessary for this process.

  3. Agent Solution: Agent confirmed the washing machine is under a standard two-year warranty and is eligible for a five-year extended warranty. The agent explained that proof of purchase and the serial number are required to register for the extended warranty. The agent also clarified that the ten-year warranty covers only the motor part.

  4. Resolution Acceptance: Yes. The customer accepted the information provided and understood the requirements for registering the extended warranty.

  5. Customer Pain Point: Customer expressed confusion regarding the warranty process and the need for proof of purchase to register for the extended warranty.

  6. Notable Comments: Customer mentioned they do not have the proof of purchase readily available but are willing to provide the serial number when they contact LG again to register for the extended warranty.

[Request] JUST ASK INFO ABOUT THE WARRANTY

CNU250612430282

Surname : QUINLAN

Mobile Number : 07972733646

Post Code : BS5 7LX

1st Line of Address :8 Garfield Road, BRISTOL, GLOUCESTERSHIRE, BS5 7LX, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] CNU250611423232

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling to confirm the status of a scheduled service appointment for their washing machine, as they have not received any communication regarding the technician's arrival.

  2. Customer Request: Customer seeks confirmation that the service appointment for their washing machine is still scheduled for today.

  3. Agent Solution: Agent verified the customer's case number and confirmed that the appointment is indeed scheduled for today, with the technician expected to arrive at some point during the day. The agent reassured the customer that they should wait for the engineer's visit.

  4. Resolution Acceptance: Yes. The customer accepted the confirmation of the appointment and expressed understanding that the technician would arrive at some point during the day.

  5. Customer Pain Point: Customer is frustrated by the lack of communication regarding the service appointment, leading to uncertainty about when the technician will arrive.

  6. Notable Comments: Customer provided their case number and address details for verification and expressed appreciation for the confirmation of the appointment.

[Request] DONE

RNU250612066219

Surname : WARRINGTON

Mobile Number : 07484206239

Post Code : ME3 0BU

1st Line of Address : 3 St. James Road, Isle of Grain ROCHESTER, ME3 0BU, GB

Email Address : tjwarrington@outlook.com

Model # : F4V310WNE.ABWQPUK

Serial # : 108PNMH07491

DOP : 12/01/2023

Retailer : CURRYS

[Customer Issues] WASHER NO PARKING PEMIT NEEDED

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is experiencing a leakage issue with their washing machine, which is also causing electrical tripping during operation.

  2. Customer Request: Customer seeks a repair appointment for the washing machine and confirmation of warranty registration for the repair.

  3. Agent Solution: Agent verified the warranty registration and scheduled a repair appointment for the washing machine. The agent confirmed that no parking permit is needed and documented the customer's contact information for follow-up. The agent also informed the customer that an engineer would contact them within one to two business days to confirm the repair details.

  4. Resolution Acceptance: Yes. The customer accepted the scheduled repair and provided necessary contact details for confirmation.

  5. Customer Pain Point: Customer expressed frustration over the washing machine's leakage and electrical issues, which have disrupted their laundry routine and caused inconvenience.

  6. Notable Comments: Customer mentioned previous troubleshooting steps taken with another representative and highlighted the urgency of the repair due to reliance on the washing machine for daily use.

[Request] DONE

Surname :

Mobile Number :

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents]

Good afternoon, Ms. Stipinaite

I hope this SMS finds you all well.

I am sending you an SMS today regarding the photo of the damage clothes for us to proceed with the next step.

Please follow the instructions below on how to upload it to our website.

Please visit this link: https:www.lg.com/uk/support/contact-us/document-upload/ Enter this case number: "CNU250609401539" then select NEXT. Select Upload, upload the photo, and then SUBMIT. Should you have any further questions or concerns, please do not hesitate to contact us again via Live chat or by calling. Thank you for choosing LG. We appreciate your business. Have a great day!

Kind Regards,

Ann LG Electronics UK Helpdesk UK: 03448475454 Ireland: 016869454 Mon to Friday: 9:00 a.m.–6:00 p.m. Saturdays: 9:00 a.m.–4:00 p.m. Sundays: Closed www.lg.com/uk

[Request]

CNU250612432620

Surname : JONES

Mobile Number : 07926549307

Post Code : E2 7BX

1st Line of Address : 32 Wimbolt Street, LONDON, E2 7BX, GB

Email Address : grahamjones20b@hotmail.com

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] QUIERY FRIDGE

MS.PERRY 07536101220

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling to authorize their partner, Miss Perry, to access their account for an ongoing repair query regarding a French appliance.

  2. Customer Request: Customer seeks to complete the authorization process for Miss Perry to handle the repair issue on their behalf.

  3. Agent Solution: Agent confirmed the customer's identity and successfully added Miss Perry as an authorized person on the account. The agent verified contact details and ensured the customer was informed about the next steps for the repair process.

  4. Resolution Acceptance: Yes. The customer accepted the agent's solution and confirmed that Miss Perry would follow up on the repair query.

  5. Customer Pain Point: Customer expressed concern about needing to authorize someone else to manage the repair process, indicating a potential inconvenience in communication.

  6. Notable Comments: Customer mentioned that Miss Perry would be the one to contact LG regarding the repair, ensuring clarity on who would handle the follow-up.

[Request]

CNU250612432350 RNU250612068675

Surname : JIMULIA

Mobile Number : 07894401455 / 07946465726

Post Code : HA3 5DS

1st Line of Address : 7 Artisan Place, HARROW, HA3 5DS, GB

Email Address : niharjimulia@gmail.com

Model # : GSLV71MCTF.AMCQLGT

Serial # : 207TRRC0P998

DOP : 22/09/2022

Retailer : AO

[Customer Issues] FRIDGE ECS GETTGHOT MORE THAN WARM YESTERDAY GURGLNG NOISE IN THE BACK AND NOT CONTINUES STARTS AGAIN IN FEW MINUTES

385OJS8097C

UNPLUGGED THE APPLIANCE AND PLUG IT IN AGAIN

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about an LG fridge freezer that is not functioning properly, displaying an error code ECF, and the doors are getting excessively hot.

  2. Customer Request: Customer seeks a service appointment to diagnose and potentially repair the fridge freezer, emphasizing the urgency due to a family emergency.

  3. Agent Solution: Agent confirmed the issue and explained that the compressor has a 10-year warranty, but the standard warranty for parts and labor has expired. The agent offered to schedule a service appointment with an engineer to assess the problem, explaining that there would be a charge for the visit since the unit is out of warranty.

  4. Resolution Acceptance: Yes. The customer accepted the proposal to book an appointment with the engineer despite concerns about the warranty coverage.

  5. Customer Pain Point: Customer expressed frustration over the warranty confusion, particularly regarding the compressor warranty, and the inconvenience caused by the malfunctioning fridge freezer during a family emergency.

  6. Notable Comments: Customer mentioned the urgency of the situation due to a family emergency and requested the earliest possible appointment for the engineer to assess the fridge freezer.

[Request]

CNU250612433207

Surname : EMBOLTORIO

Mobile Number : 07912159395

Post Code : RM1 1JL

1st Line of Address : 55

Email Address : zenthia27@yahoo.co.uk

Model # : F4V309SNE

Serial # : 208PWSDKK030

DOP :03/11/2022

Retailer : CURRYS

[Customer Issues] WASHER IS MAKING TOO MUCH NOISE AND VIBRATION COUPLE OF WEEKS NO LEAKAGE DURING SPIN BANGING AND WRECKING THE PLACE

Clothes not getting tangled or ball up washer is properly leveled Washer is under the counter it has a proper spacing No error codes

NEEDED A PARKING PERMIT

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling to report a loud noise coming from their washing machine, which has been occurring for a couple of weeks. The noise is described as annoying and disruptive.

  2. Customer Request: Customer seeks assistance in resolving the noise issue and is open to scheduling a repair if necessary.

  3. Agent Solution: Agent gathered necessary information, including the model and serial number of the washing machine. The agent requested a short video of the noise, proof of purchase, and the serial sticker from the machine. The agent informed the customer that since the unit is out of warranty, any repair would be chargeable unless the unit is registered for an extended warranty.

  4. Resolution Acceptance: Yes. The customer accepted the proposal to register the unit for an extended warranty to potentially cover the repair costs.

  5. Customer Pain Point: Customer expressed frustration with the loud noise disrupting their household and the inconvenience of having a malfunctioning appliance so soon after purchase.

  6. Notable Comments: Customer mentioned purchasing the washing machine online in November 2022 and indicated they do not have an extended warranty or insurance from the retailer.

[Request] REGISTEER IT FOR TGHE EXTENDED WARRANTY AND FOR BOOKING

CNU250612433805

Surname : OZDEMIR

Mobile Number : 07853358402 / 02088819902

Post Code : N22 8BU

1st Line of Address : 1 Falmouth Close, LONDON, N22 8BU, GB

Email Address : sevilayozdemir@yahoo.com

Model # : F4V310SNE.ASSQPUK

Serial # : 103PNKG3X845

DOP : 26/06/2021

Retailer : CURRYS

[Customer Issues] WASHER LEAKING FROM THE UNDERNEATH

COLLEEN

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling regarding a leaking LG washing machine, specifically noting that water is leaking from underneath the unit.

  2. Customer Request: Customer requests an engineer appointment to address the leakage issue as soon as possible due to the urgency of needing the washing machine for laundry.

  3. Agent Solution: Agent confirmed the customer's warranty status and requested a photo of the leak for validation before scheduling an engineer visit. The agent explained that the photo is necessary for technical assessment, but the customer expressed difficulty in providing one due to the machine's weight and location.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution as they insisted on having an engineer visit without the need for a photo.

  5. Customer Pain Point: Customer is frustrated by the leaking issue and the inconvenience it causes, emphasizing the urgency due to a large amount of dirty laundry that needs washing.

  6. Notable Comments: Customer mentioned that the washing machine is heavy and difficult to move, indicating that they require immediate assistance from an engineer rather than providing a photo.

[Request]

CNU250612434410

Surname : BARY

Mobile Number : 07584695000

Post Code : IP33 1AF

1st Line of Address : 63 Barwell Road, BURY ST. EDMUNDS, IP33 1AF, GB

Email Address : thomasbary300@gmail.com

Model # : F4X1008NMK

Serial # : 411PNKGTZ365

DOP :

Retailer :

[Customer Issues] WASHER DETERGENT DRAWER

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is experiencing issues with a washing machine's detergent drawer, which intermittently fails to dispense detergent properly. The machine is only two months old.

  2. Customer Request: Customer requests a technician to inspect the washing machine due to ongoing issues with the detergent drawer and improper installation.

  3. Agent Solution: Agent attempted to verify the customer's account and requested the washing machine's serial number for service scheduling. The agent explained that the product information was not in the system and needed to be provided by the customer. The agent also coordinated with support regarding the customer's warranty status.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution as they were frustrated with the lack of information and communication between LG and the installation service.

  5. Customer Pain Point: Customer is frustrated with the washing machine's malfunction after only two months and the poor communication between LG and the installation service, leading to delays in resolving the issue.

  6. Notable Comments: Customer expressed dissatisfaction with the service received from the installation company and emphasized that they had registered the washing machine upon purchase, expecting LG to have that information readily available.

[Request]

CNU250612434692

Surname : DAY

Mobile Number : 07899291794

Post Code : ME8 7JW

1st Line of Address : 11 Quinnell Street, GILLINGHAM, ME8 7JW, GB

Email Address :

Model # : F4T209WSE.ABWQMUK

Serial # : 410VOLH030088

DOP :

Retailer :

[Customer Issues] WASHER TRIPPING THE ELECTRICS LOAD BANGING NOISE OON SPIN CYCLE

WASH CYCLE DRUM FILLING UP WITH WATER AND IT CUTS THE WHOLE POWER AT THE WHOLE HOUSE

410VOLH03088

Washer is plugged in directly to the wall outlet. No other appliance has been plug in with the same outlet. Appliance is in the same position where its was first installed.

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling to continue a previous conversation regarding a repair for their washing machine, which is tripping the electrics and has a loud banging noise during the spin cycle.

  2. Customer Request: Customer seeks to finalize the repair process now that they have the proof of purchase ready.

  3. Agent Solution: Agent confirmed the customer's details and informed them that they would send a link via SMS to upload the proof of purchase and the serial number of the washing machine. The agent also documented the issues reported by the customer.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and was cooperative in providing the necessary information.

  5. Customer Pain Point: Customer expressed frustration with the washing machine's malfunction, particularly the inconvenience caused by the electrical tripping and the loud noise during operation.

  6. Notable Comments: Customer mentioned they had previously contacted support and were waiting to provide proof of purchase to proceed with the repair.

[Request]

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