_________________________________________

 

Surname : JACKSON

Mobile Number : 07984170369

Post Code : YO60 7PD

1st Line of Address : Rosewood House YO60 7PD YORK, YO60 7PD, GB

Email Address  : chris.jackson@sofinafoods.co.uk

Model # : F4V310SNEH.APTQWUK

Serial # : 306PWCMKV139

DOP : 16/07/2023

Retailer : CURRYS

[Customer Issues]

[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is calling to follow up on a previous conversation regarding processing a payment for scheduling an engineer's visit.

2. Customer Request:
Customer seeks assistance in making a payment to organize a repair service appointment.

3. Agent Solution:
Agent confirmed the customer's details and informed them that they need to be transferred to the payment department. The agent checked the availability of the payment department and prepared to transfer the customer after confirming details.

4. Resolution Acceptance:
No. The customer did not accept a resolution as they were informed they needed to be transferred to another department for payment processing.

5. Customer Pain Point:
Customer expressed frustration about the payment department being closed during their previous call, causing delays in scheduling the engineer's visit.

6. Notable Comments:
Customer mentioned they do not have insurance or an extended warranty for the repair, which may affect the payment process.
 
[Request]
DONE CUSTOMER RING US BACK TODAY TO PROCEED WITH THE PAYMENT TRANSFERRED TO PAYMENT
_________________________________________

 CNU250717752317

Surname : WOODWARD

Mobile Number : 07551365006

Post Code : WD24 5JY

1st Line of Address : 8 Damson Close, WATFORD, WD24 5JY, GB

Email Address  : jcjillchristine@hotmail.com

Model # : F4A510GBLN1.AMBQWUK

Serial # : 406PWRJKZ638

DOP : 03/09/2024

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues]
AO
WASHER
RNU250714088301

[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is calling regarding an urgent issue with her washing machine, which has not been properly scheduled for repair despite previous communication with LG support.

2. Customer Request:
Customer seeks immediate confirmation of her repair appointment and resolution of the communication issues that have caused delays.

3. Agent Solution:
Agent verified the customer's details and acknowledged the pending status of the repair. The agent escalated the case to the support team for a prompt appointment and assured the customer that she would receive a call or text with updates.

4. Resolution Acceptance:
Yes. The customer accepted the agent's promise to follow up and provide updates regarding the repair appointment.

5. Customer Pain Point:
Customer expressed frustration over the prolonged delay in scheduling the repair, poor communication from LG, and the potential damage to her kitchen due to the malfunctioning washing machine.

6. Notable Comments:
Customer emphasized the urgency of the situation and requested a callback the following day to confirm that the appointment had been scheduled, highlighting her dissatisfaction with the service received so far.

[AI Summary]

1. Contact Reason:
Customer is calling regarding an urgent issue with her washing machine, which has not been properly scheduled for repair despite previous communication with LG support.

2. Customer Request:
Customer seeks immediate confirmation of her repair appointment and resolution of the communication issues that have caused delays.

3. Agent Solution:
Agent verified the customer's details and acknowledged the pending status of the repair. The agent escalated the case to the support team for a prompt appointment and assured the customer that she would receive a call or text with updates.

4. Resolution Acceptance:
Yes. The customer accepted the agent's promise to follow up and provide updates regarding the repair appointment.

5. Customer Pain Point:
Customer expressed frustration over the prolonged delay in scheduling the repair, poor communication from LG, and the potential damage to her kitchen due to the malfunctioning washing machine.

6. Notable Comments:
Customer emphasized the urgency of the situation and requested a callback the following day to confirm that the appointment had been scheduled, highlighting her dissatisfaction with the service received so far.

[AI Summary]

1. Contact Reason:
The customer is calling regarding a washing machine that has a water leak issue, which was previously inspected by an engineer who could not access the problem area behind the cupboards.

2. Customer Request:
The customer seeks a follow-up on the engineer's report and wants to know how to resolve the water leak issue that remains unaddressed due to accessibility problems.

3. Agent Solution:
The agent verified the engineer's report, which indicated no faults with the machine itself but noted a water leak from the inlet hose connections. The agent suggested that the issue may require installation assistance to access the problematic area. The agent also offered to send a copy of the report to the customer via email.

4. Resolution Acceptance:
Yes. The customer accepted the agent's offer to send the report via email for further action.

5. Customer Pain Point:
The customer expressed frustration over the ongoing water leak issue and the inability to access the problem area for repairs, which has caused inconvenience.

6. Notable Comments:
The customer mentioned that the engineer could not rectify the issue due to the location of the hoses being behind kitchen cupboards, indicating a need for potential installation assistance.
 
[Request]
DONE
_________________________________________

 CNU250717752528

Surname : CHRISTIE

Mobile Number : 02088798594 / 07734113318

Post Code : DY7 6SJ

1st Line of Address : 79 Hyperion Road, STOURBRIDGE, DY7 6SJ, GB

Email Address  : luciejchristie@gmail.com

Model # : GMG960EVJE.AEVQLGU

Serial # : 411TRRCDZ086

DOP : 16/06/2025 DELIVERED AND ORDERED ON 03/05/2025

Retailer : APPLIANCE CITY

[Customer Issues]
FRIDGE REGISTRATION

[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is calling to activate the guarantee on a new fridge freezer, which was delivered three weeks ago after being purchased two months prior.

2. Customer Request:
Customer seeks assistance with registering the warranty for the fridge freezer and confirmation of the registration process.

3. Agent Solution:
Agent verified the model and serial number, created a new account for the customer, and successfully registered the unit for the extended warranty. The agent informed the customer that a certification will be sent via email within 10 to 14 weeks, and a confirmation code will be provided after the call.

4. Resolution Acceptance:
Yes. The customer accepted the registration process and was satisfied with the information provided regarding the warranty confirmation.

5. Customer Pain Point:
Customer expressed frustration about being transferred multiple times before reaching the correct department for warranty activation.

6. Notable Comments:
Customer mentioned that this was their first call to LG and provided detailed information about the purchase and delivery dates, as well as the retailer from which the fridge was bought.
 
[Request]
DONE REGISTERING AND SENDING SMS
_________________________________________

 CNU250717753016

Surname : HUNT CHRISTMAS

Mobile Number : 07775962963

Post Code : CO11 1TX

1st Line of Address : 19 Grove Road, MANNINGTREE, CO11 1TX, GB

Email Address  : dappyblonde5@hotmail.com

Model # : GSL760PZXV.APZQLGU

Serial # :010TRPT4C944

DOP : 28/01/2021

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues]

[Consultation contents]
 [AI Summary]

1. Contact Reason:
Customer is calling regarding a broken fridge freezer, specifically a compressor issue. The customer has been offered £600 as compensation, which is insufficient for a replacement.

2. Customer Request:
Customer seeks a quicker resolution for the fridge freezer exchange and requests to speak with someone from the resolutions team or management due to delays in communication.

3. Agent Solution:
Agent coordinated with the resolutions team and confirmed that the case is being handled by LG specialists. The agent attempted to provide the customer with the UK branch address for further assistance and sent the information via SMS.

4. Resolution Acceptance:
No. The customer did not accept the proposed solution as they are dissatisfied with the compensation offer and the prolonged process.

5. Customer Pain Point:
Customer is frustrated with the lengthy resolution process and inadequate compensation for the broken fridge freezer, especially as they have three children at home.

6. Notable Comments:
Customer expressed a strong need for a timely resolution and requested direct contact with management or the resolutions team to expedite the process.
 
[Request]
DONE
_________________________________________

 CNU250717753729

Surname : CLARKE

Mobile Number : 07904581835

Post Code : CV22 7RR

1st Line of Address : 264B Alwyn Road, RUGBY, CV22 7RR, GB

Email Address  : lizz_clarke@hotmail.com

Model # : F1443KD.ABWQEIS

Serial # : 109KWSB4K446

DOP : 

Retailer : 

[Customer Issues]
WASHER
NOT SPINNING THE BELT SLIPPING
A COUPLE OF DAYS

Note: Customer cannot remember the exact date of purhase, and customer says that they purchase it on a local distributor. Agent provided Pacifica number to customer so they can coordinate the issue since on the manufacturing date it's 2011

[Consultation contents]

[AI Summary]

1. Contact Reason:
Customer is calling to request an engineer for a washing machine that is not spinning and sounds like a belt is slipping. The issue started a couple of days ago, and the machine is leaving clothes sopping wet.

2. Customer Request:
Customer seeks to schedule a service appointment with an engineer to address the malfunctioning washing machine.

3. Agent Solution:
Agent gathered necessary information, including model and serial number, and informed the customer that the washing machine is over 10 years old and discontinued. The agent suggested contacting a local engineer for repairs, as LG only services units under six years old. The agent offered to provide a list of local engineers.

4. Resolution Acceptance:
No. The customer did not accept the proposed solution as they were looking for LG to handle the repair directly.

5. Customer Pain Point:
Customer expressed frustration over the age of the washing machine and the inability to get service from LG due to its age, complicating the repair process.

6. Notable Comments:
Customer mentioned they are calling on behalf of their mother and are unsure of the exact purchase details, indicating a lack of familiarity with the product's history.

[AI Summary]

1. Contact Reason:
Customer is calling to request an engineer for a washing machine that is not spinning and sounds like a belt is slipping. The issue started a couple of days ago, and the machine is leaving clothes sopping wet.

2. Customer Request:
Customer seeks assistance in scheduling a repair appointment for the washing machine.

3. Agent Solution:
Agent created an account for the customer and verified the washing machine's model and serial number. The agent informed the customer that the unit is over 10 years old and suggested contacting a local engineer for repairs, as LG only books repairs for units under six years old. The agent provided contact details for a recommended local engineer.

4. Resolution Acceptance:
Yes. The customer accepted the suggestion to contact a local engineer and noted the provided contact information.

5. Customer Pain Point:
Customer expressed frustration over the inconvenience caused by the washing machine malfunction, especially since it is an older model that has been discontinued.

6. Notable Comments:
Customer mentioned that the washing machine belongs to their mother and that they were calling on her behalf. The customer was unsure of the exact purchase details but speculated it might have been from a local distributor like Currys.
 
[Request]
DONE
_________________________________________

 

Surname : JOHN

Mobile Number : 07576799421

Post Code : 

1st Line of Address :

Email Address  : 

Model # : GSL460ICEV

Serial # : 

DOP : 

Retailer : 

[Customer Issues]
FRIDGE
WATER FILTER

[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is calling to inquire about purchasing a replacement water filter for their LG American freezer, specifically the external water filter.

2. Customer Request:
Customer seeks assistance in ordering the correct water filter part and wants to know where to purchase it.

3. Agent Solution:
Agent confirmed the need for a water filter and provided the customer with two part numbers for the external water filter. The agent also guided the customer on how to purchase the filter from the LG website and mentioned that the customer could change it themselves.

4. Resolution Acceptance:
Yes. The customer accepted the provided part numbers and the purchasing instructions.

5. Customer Pain Point:
Customer expressed frustration about not being able to find the correct part and needed assistance to ensure they order the right filter.

6. Notable Comments:
Customer clarified the location of the water filter and confirmed it is located outside the fridge. The customer was attentive and took notes during the call.
 
[Request]
DONE NO NEED TO DOCU
_________________________________________

 CNU250717754438

Surname : DOBSON

Mobile Number : 07730589916

Post Code : SK9 3AD

1st Line of Address : 12 Hall Road, WILMSLOW, SK9 3AD, GB

Email Address  : lbradshaw1985@rocketmail.com

Model # : GSL561PZUZ.APZQLGU

Serial # : 012TRAR10328

DOP : 31/12/2020

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues]
FRIDGE
REGAS AND COMPRESSOR
4 WEEKS NOW
TAKE THE PANEL OFF AND TAKE A PHOTO
Customer wants to have the unit fixed 2young children customer will be going on holiday

[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is calling to lodge a complaint regarding the service received for her fridge freezer, which has not been functioning for four weeks despite assurances of repair.

2. Customer Request:
Customer seeks immediate resolution for her fridge freezer issue, including a request to speak with a manager due to dissatisfaction with the service provided.

3. Agent Solution:
Agent acknowledged the customer's frustration and attempted to coordinate with the repair department. The agent informed the customer that they would need to wait for the engineer's report before further action could be taken, and offered to raise the case for a manager to contact the customer within two business days.

4. Resolution Acceptance:
No. The customer did not accept the proposed solution, expressing dissatisfaction with the delay and lack of resolution.

5. Customer Pain Point:
Customer is frustrated with the prolonged issue, feeling misled about the service and the lack of effective repairs despite having paid over £400.

6. Notable Comments:
Customer mentioned going on holiday soon and emphasized the urgency of needing the fridge freezer fixed before her departure. She expressed strong dissatisfaction with the service and the handling of her case.

[AI Summary]

1. Contact Reason:
Customer is calling to lodge a complaint regarding unresolved issues with her fridge freezer, which has not been functioning for four weeks despite paying over £400 for repairs.

2. Customer Request:
Customer seeks immediate resolution for her fridge freezer issue and requests to speak with a manager due to dissatisfaction with the service received.

3. Agent Solution:
Agent acknowledged the customer's frustration and attempted to coordinate with the repair department. The agent informed the customer that they would need to wait for the engineer's report before further action could be taken. The agent also noted the customer's urgency due to an upcoming holiday.

4. Resolution Acceptance:
No. The customer did not accept the proposed solution as she expressed dissatisfaction with the lack of immediate action and insisted on speaking to a manager.

5. Customer Pain Point:
Customer is frustrated with the prolonged service delays, feeling misled about the repair process, and is upset about the inconvenience caused to her family.

6. Notable Comments:
Customer emphasized the urgency of her situation due to her holiday plans and expressed a strong desire for a prompt callback from a manager to address her concerns before leaving.
 
[Request]
DOCU
_________________________________________

 CNU250717754795

Surname : BURNETT

Mobile Number : 07814281114

Post Code : AB45 2RG

1st Line of Address :19 Redwell Drive, BANFF, Whitehills, AB45 2RG, GB

Email Address  : stvi3@yahoo.co.uk

Model # : 

Serial # :

DOP : 

Retailer : 

[Customer Issues]
WASHER
P2023-07-17306PWMQKC195

[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is inquiring about the status of an extended five-year warranty for their algae washing machine, which is currently two years old.

2. Customer Request:
Customer seeks confirmation of warranty approval and requests a reissue of the warranty certification via email.

3. Agent Solution:
Agent verified that the extended warranty is active until July 16, 2028, and explained that it covers manufacturing faults. The agent coordinated with the warranty department to resend the certification to the customer’s email within two business days.

4. Resolution Acceptance:
Yes. The customer accepted the solution and expressed satisfaction with the verification process.

5. Customer Pain Point:
Customer was concerned about the warranty status due to receiving a letter indicating the warranty was out of coverage and expressed frustration over not receiving the certification email.

6. Notable Comments:
Customer mentioned that the last email received was on July 25, 2023, shortly after purchasing the machine, and noted the ease of communication with the agent during the call.
 
[Request]
DOCU
_________________________________________

CNU250717755101
RNU250717020296

Surname : KHAN

Mobile Number : 07564865513 / 07774440535

Post Code : OL8 4LG

1st Line of Address : 16 Armitage Close, OLDHAM, OL8 4LG, GB

Email Address  : mrikhan543@gmail.com 

Model # : GSLD81PZRF.APZQLGT

Serial # : 206TRMF2F043

DOP : 07/10/2022

Retailer : CURRYS

[Customer Issues]
ICE IS NOT WORKING
SCRATCHES ON THE FRIDGE
1235348032
P2022-05-23203PWSDLT678

Tubes are not bent or kinked. Removed the water tank and fitted back in. Defrosted the unit. Lights is flashing. Water cannot be dispense. Pressed the test button. Issue persists.

No parking permit needed. 

[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is calling about a refrigerator purchased in October 2022, reporting that the ice maker and water dispenser have never worked since purchase, and there are scratches on the fridge's surface.

2. Customer Request:
Customer seeks a technician to repair the ice maker and water dispenser, emphasizing the urgency due to the summer heat.

3. Agent Solution:
Agent verified the warranty status and scheduled a repair appointment. The agent guided the customer through troubleshooting steps, including checking the water tank and attempting to dispense water, but confirmed that a technician is needed for a professional assessment.

4. Resolution Acceptance:
Yes. The customer accepted the scheduled repair and was informed that an engineer would contact them within two business days to confirm the appointment.

5. Customer Pain Point:
Customer expressed frustration over the refrigerator's malfunction since purchase, highlighting the inconvenience of not having ice or water, especially during summer.

6. Notable Comments:
Customer mentioned that the fridge was used by a blind individual, which may have contributed to the delayed reporting of the issues. The customer also noted previous unsuccessful attempts to resolve the problem.
 
[AI Summary]

1. Contact Reason:
Customer is calling about a refrigerator purchased in October 2022, reporting that the ice and water dispensers have never worked since purchase, and there are scratches on the fridge's surface.

2. Customer Request:
Customer seeks urgent service to fix the ice and water dispensers, as well as to address the scratches on the fridge.

3. Agent Solution:
Agent verified the product details, including model and serial number, and confirmed that the unit is under extended warranty until May 2027. The agent scheduled a service appointment to address the ice and water dispensing issues and noted the scratches for the technician's attention.

4. Resolution Acceptance:
Yes. The customer accepted the scheduled service appointment and expressed urgency for the repairs.

5. Customer Pain Point:
Customer is frustrated that the ice and water dispensers have never worked since the purchase, causing inconvenience, especially during summer. Additionally, the customer is unhappy about the visible scratches on the fridge.

6. Notable Comments:
Customer mentioned that the fridge has not been used for ice since it was purchased and that the person living in the home is unable to assess the condition of the fridge due to blindness.
 
[Request]
DONE BOOKING
_________________________________________

 CNU250717755526

Surname : THEOBALD 

Mobile Number : 07771953214

Post Code : TR16 5TN

1st Line of Address : 12 Penmayne Parc, REDRUTH, TR16 5TN, GB

Email Address  : rosemarietheobald@hotmail.co.uk

Model # : F4X1009NWK.AGWQPUK

Serial # : 504PNKGA4021

DOP : 07/07/2025

Retailer : 

[Customer Issues]
WASHER 
16/07 DELIVERED AND INSTALLED 
REGISTERATIONS

[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is calling to activate the free guarantee for a washing machine that was delivered the previous day.

2. Customer Request:
Customer seeks assistance with the online activation process for the warranty of the newly delivered washing machine.

3. Agent Solution:
Agent confirmed the customer's details and guided them through the warranty activation process. The agent requested the model and serial number of the washing machine, which the customer provided. The agent also verified the purchase date and location to complete the registration.

4. Resolution Acceptance:
Yes. The customer accepted the agent's assistance and provided the necessary information for warranty activation.

5. Customer Pain Point:
Customer expressed frustration with previous attempts to activate the warranty online, which were unsuccessful, leading to the need for a phone call.

6. Notable Comments:
Customer mentioned this was their first call to LG and had difficulty with the online process. They also noted the washing machine was just installed the day before.

[AI Summary]

1. Contact Reason:
Customer is calling to activate the free guarantee for a washing machine that was delivered the previous day.

2. Customer Request:
Customer seeks assistance with the online activation process for the washing machine's warranty.

3. Agent Solution:
Agent guided the customer through the registration process, verifying personal details and the washing machine's model and serial numbers. The agent confirmed the registration and informed the customer that a confirmation code would be sent via SMS, while the warranty certification would arrive via email within 10 to 14 weeks.

4. Resolution Acceptance:
Yes. The customer accepted the proposed solution and expressed gratitude for the assistance provided.

5. Customer Pain Point:
Customer expressed frustration with previous attempts to register the warranty online, which were unsuccessful, leading to the need for a phone call.

6. Notable Comments:
Customer mentioned difficulty with online processes and appreciated the agent's help, indicating that this was their first call to LG customer service.
 
[Request]
DONE REGISTERING CUTIE CUSTOMER
_________________________________________

 CNU250716743882

Surname : KIM CRABBE 

Mobile Number : 07742270725 / 07746450572

Post Code : GL4 5SG

1st Line of Address : 19 Longville Close, GLOUCESTER, GL4 5SG, GB

Email Address  : kim.crabbe@btinternet.com / duncan.crabbe@btinternet.com

Model # : GSL761PZXV.APZQLGU

Serial # : 702TRHZ10577

DOP : 01/04/2017

Retailer : GILLMANS

[Customer Issues]
FREEZER COMPRESSOR
CANT GET THROUGH

[Consultation contents]
17/07 [RA] - Customer ring us to get the compressor part however agent advised that we cannot provide it to thm since we are not selling main parts.

17/07 [JR] - Routed to VM

[Level 2 WHITES]
Troubleshooting: No
Callback: Yes
Callback reason: Customer wants to raise a complaint of getting the receipt of fridge even though it was registered online.
Fault: Compressor issue of fridge
Resolve: Customer believes that if it was registered online, then there is no reason of getting the valid receipt.
Advised: Advise the customer for  compressor 10 year warranty  to provide proof of purchase and a paid invoice from the engineer  and also the full engineer's report, who diagnosed the issue, also checked the customer’s account but could not find the registered product details.. Customer wants t raise it to manager.
Date: 2025-07-16
Time: 14:04
Tel: 07746450572
Customer On File: Yes
Product On File: Yes
BER: No


[AI Summary]

1. Contact Reason:
Customer is calling regarding an issue with the freezer compressor, which the engineer cannot source the necessary part for repair.

2. Customer Request:
Customer seeks assistance in arranging for the compressor part to be delivered, as the engineer is unable to obtain it.

3. Agent Solution:
Agent explained that LG does not sell spare parts directly to customers and that the engineer must source the compressor through LG. The agent advised the customer to have the engineer contact LG directly for assistance in obtaining the part.

4. Resolution Acceptance:
Yes. The customer accepted the agent's explanation and agreed to have the engineer reach out to LG for the compressor.

5. Customer Pain Point:
Customer expressed frustration over the inability to get the compressor part, which is delaying the repair of the freezer.

6. Notable Comments:
Customer mentioned that the case was previously handled by managers and that they were expecting a call from them regarding the issue.
 
[Request]
DONE
_________________________________________

 CNU250717757543

Surname : OWEN

Mobile Number : 07469045260

Post Code : PE8 4BA

1st Line of Address : 13A Market Place, Oundle PETERBOROUGH, PE8 4BA, GB

Email Address  : stephenrichardowen@btinternet.com

Model # : F4C510GBTN1.AMBQPUK

Serial # : 404PNWK09385

DOP : 28/08/2024

Retailer : 

[Customer Issues]
WASHER

Kindly use the template provided below for any future concerns.
RNU: RNU250627074198

CNU: CNU250717757543

Concern: Customer wants to have the soonest as in soonest appointment for the next engineers visit for this unit since its been a few weeks now and the engineer visited today says that they will be needing to order a part that they might have already diagnose before and the delay on parts has already been affecting the repair. Can we please send a email to asc for this request.

[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is calling regarding a malfunctioning LG washing machine purchased in September/October, which broke down on June 27 and has been out of service for three weeks.

2. Customer Request:
Customer seeks expedited resolution for the ongoing repair, specifically requesting that the necessary part be ordered and fitted as soon as possible due to the prolonged inconvenience.

3. Agent Solution:
Agent acknowledged the situation and coordinated with the repair department to expedite the order for the required part. The agent informed the customer that they would receive updates regarding the next service appointment once the engineer's report is submitted.

4. Resolution Acceptance:
Yes. The customer accepted the agent's proposal to coordinate with the repair department for a quicker resolution.

5. Customer Pain Point:
Customer expressed frustration over being without a washing machine for three weeks, highlighting the impact on their family's laundry needs and dissatisfaction with the service response time.

6. Notable Comments:
Customer emphasized their expectation of reliability from LG products and excellent customer service, noting disappointment with the delays and the need for urgent resolution due to the family's laundry situation.

[AI Summary]

1. Contact Reason:
Customer is calling about an LG washing machine that has been out of service for three weeks due to a part failure, with previous repair attempts resulting in delays and unresolved issues.

2. Customer Request:
Customer seeks expedited resolution for the ongoing repair, requesting that the necessary parts be prioritized to minimize further delays.

3. Agent Solution:
Agent acknowledged the customer's frustration and coordinated with the repair department to expedite the order for the required part. The agent informed the customer that they would receive updates regarding the next service appointment once the engineer's report was submitted.

4. Resolution Acceptance:
Yes. The customer accepted the agent's proposal to expedite the part order and appreciated the agent's efforts to coordinate with the repair department.

5. Customer Pain Point:
Customer expressed significant frustration over being without a washing machine for an extended period, highlighting the inconvenience caused to their family and the lack of effective customer service during the repair process.

6. Notable Comments:
Customer mentioned their disappointment with the brand's reliability and service, emphasizing that they expected better support from LG due to the premium price of the washing machine.
 
[Request]
DONE REQUESTING TO SEND AN EMAIL TO ASC
_________________________________________

 CNU250717757873

Surname : MEDER

Mobile Number : 0851460595

Post Code : W12 RY62

1st Line of Address : 4 THE CRESCENT, COLLEGE FARM, NEWBRIDGE, CO. KILDARE, W12 RY62, IE

Email Address  : martameder87@gmail.com

Model # : GSGV81PYLL.APYQLGU

Serial # : 502TRWAGR689

DOP : 26/06/2025

Retailer : CURRYS

[Customer Issues]
FRIDGE

[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is calling to register an extended warranty for a recently purchased LG refrigerator, which was bought approximately three weeks ago.

2. Customer Request:
Customer seeks assistance with the warranty registration process for the refrigerator.

3. Agent Solution:
Agent verified the model number and confirmed eligibility for the extended warranty. The agent created an account for the customer to facilitate the registration and collected necessary personal information, including name, mobile number, postcode, and email address.

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

5. Customer Pain Point:
Customer expressed frustration with previous attempts to contact LG for assistance, indicating a lack of response from the company.

6. Notable Comments:
Customer mentioned this is their first time calling LG for warranty registration and noted the purchase date as June 26. They also specified that they do not wish to receive marketing emails or satisfaction surveys.

[AI Summary]

1. Contact Reason:
Customer is calling to register an extended warranty for a newly purchased LG refrigerator, which was bought approximately three weeks ago.

2. Customer Request:
Customer seeks assistance with the warranty registration process and confirmation of the warranty details.

3. Agent Solution:
Agent verified the refrigerator model and serial number, created an account for the customer, and successfully registered the unit for the extended warranty. The agent informed the customer that the certification would be sent via email within 10 to 14 weeks, while the approval would take 1 to 2 weeks.

4. Resolution Acceptance:
Yes. The customer accepted the registration process and was satisfied with the information provided regarding the warranty certification timeline.

5. Customer Pain Point:
Customer expressed some frustration regarding the length of time it takes to receive the warranty certification, which could take up to 14 weeks.

6. Notable Comments:
Customer mentioned this was their first time calling LG for assistance and expressed appreciation for the agent's help in navigating the warranty registration process.
 
[Request]
WILL SEND SMS FOR REGISTRATION
_________________________________________

 CNU250717758022
RNU250717022724

Surname : AZEMI

Mobile Number : 07340096466

Post Code : TW19 7UE

1st Line of Address : 20 Foxglove Close, STAINES-UPON-THAMES, TW19 7UE, GB

Email Address  : arber_azemi@hotmail.com

Model # : GMX844MCKV.AMCQLGU

Serial # : 102TRRC1E294

DOP : 20/05/2021

Retailer : CURRYS

[Customer Issues]
No parking permit needed. 
Replaced PCB and compressor.

[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is calling regarding a recently serviced refrigerator that is not cooling properly after a compressor replacement, leading to spoiled food.

2. Customer Request:
Customer seeks a follow-up service appointment to address the ongoing cooling issue without incurring additional charges.

3. Agent Solution:
Agent confirmed the previous service details and coordinated with management to arrange a follow-up visit from the engineer at no extra cost. The agent will book the appointment and send a confirmation via SMS, with the engineer contacting the customer within two weeks to finalize the visit date.

4. Resolution Acceptance:
Yes. The customer accepted the proposed solution and expressed satisfaction with the arrangement for a follow-up service.

5. Customer Pain Point:
Customer is frustrated with the recurring issue of the refrigerator not cooling properly after the recent repair, which has resulted in food spoilage.

6. Notable Comments:
Customer provided their email and mobile number for confirmation and mentioned that no parking permit is needed for the engineer's visit.
 
[Request]
DONE BOOKING FOR THE RECALL JOB WILL SEND SMS
_________________________________________

 CNU250717758229

Surname : HARUN MWAURA

Mobile Number : 07393191452

Post Code : SE22 8NY

1st Line of Address : Flat 1 Glennie Court, Lordship Lane, LONDON, SE22 8NY, GB

Email Address  : harunmwa@gmail.com

Model # : GSLV71MCTD.AMCQLGU

Serial # : 410TRBSDN917

DOP : 18/12/2024

Retailer : LG ELECTRONICS

[Customer Issues]
FRIDGE
ICE MAKER
NON PLUMB
WHITE PARTICLES
8000339012

White particle is only showing when customer is using the ice dispenser however its is not happening when trying to dispense water only. Cleaned the water tank. Cleaned the ice bin and ice dispenser. No repair that happened to the unit recently. Emptied the ice maker and cleaned it. Flushed the water dispenser with the 4 litters of water. Issue persists. 
 
No parking permit needed.

[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is calling about an American fridge freezer with an ice maker that produces white particles in the water when ice is dispensed, causing concern about water quality.

2. Customer Request:
Customer seeks assistance in resolving the issue with the ice maker and potentially scheduling a service appointment if the problem persists.

3. Agent Solution:
Agent provided troubleshooting steps, including cleaning the water tank and ice maker, flushing the water dispenser multiple times, and checking the water source. The agent suggested that the white particles may be due to hard water minerals and advised the customer to test the water quality.

4. Resolution Acceptance:
Yes. The customer accepted the agent's advice to check the water source and agreed to potentially schedule a service appointment if the issue continues.

5. Customer Pain Point:
Customer expressed frustration over the unpleasant taste and appearance of the water, indicating dissatisfaction with the ice maker's performance and concern for health and safety.

6. Notable Comments:
Customer mentioned that they purchase water instead of using tap water, emphasizing that the water itself is clear and free of particles, which raises doubts about the fridge's functionality.

[AI Summary]
1. Contact Reason:
Customer is calling about an LG American fridge freezer with an ice maker that produces white particles in the ice when used, indicating a potential issue with water quality or the ice maker itself.

2. Customer Request:
Customer seeks assistance in resolving the issue with the ice maker and requests a service appointment if necessary.

3. Agent Solution:
Agent provided troubleshooting steps, including cleaning the water tank and ice maker, flushing the water dispenser multiple times, and checking the water source. The agent suggested that the white particles may be due to hard water and recommended a water quality test. A service appointment was scheduled for the next day to further investigate the issue.

4. Resolution Acceptance:
Yes. The customer accepted the scheduled service appointment for the following day.

5. Customer Pain Point:
Customer expressed frustration over the poor quality of ice and potential health concerns regarding the white particles, emphasizing the inconvenience of the situation.

6. Notable Comments:
Customer mentioned that they purchase water for the fridge and do not use tap water, indicating that the water source should not be the issue. The customer also noted this was their first call to LG regarding the appliance.

[Request]
DONE MAKING THE FORM
_________________________________________

 

Surname : 

Mobile Number : 07721410034

Post Code : 

1st Line of Address :

Email Address  : 

Model # : F4Y510WBLN1

Serial # :

DOP : 

Retailer : JOHN LEWIS

[Customer Issues]
WASHER FITTED ON TUESDAY
 
[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is calling for assistance with their newly installed LG washing machine, model S4 wise 510WBLN1, as they are struggling to understand how to operate it properly.

2. Customer Request:
Customer seeks guidance on using the washing machine, specifically how to set the wash cycle and understand the display settings.

3. Agent Solution:
Agent requested the model number to provide accurate assistance. After confirming the model, the agent attempted to check the machine's specifications and troubleshoot the display issue. The agent guided the customer on selecting the correct wash cycle and explained the display indicators, but further troubleshooting was needed due to the customer's confusion.

4. Resolution Acceptance:
No. The customer did not accept the proposed solution as they were still unclear about the washing machine's operation and needed more detailed instructions.

5. Customer Pain Point:
Customer expressed frustration with the lack of clarity in the manual and the difficulty in operating the washing machine, which has prevented them from doing laundry since installation.

6. Notable Comments:
Customer mentioned they were directed to online resources for help but found them unhelpful as they showed different models. They emphasized the urgency of needing to use the washing machine for their laundry needs.

[Request]
NO NEED TO DOCU
_________________________________________