27/08 CALLS · Offline Notepad

CNU250827130021

Surname : FARROW

Mobile Number : 07767447633

Post Code : IP4 2PH

1st Line of Address :

Email Address : lawrence.farrow@icloud.com

Model # : FWY385WWLN1.ABWQPUK

Serial # : 409PNGX8D103

DOP : 03/01/2025

Retailer : CURRYS

[Customer Issues] Unit is stuck in 12 mins

No error codes. Panel doesn't have any visible damage and doesn't have any water dripped on it. Unit is properly leveled. Unplugged and plug in.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer experiencing issues with washing machine. Machine gets stuck at 12 minutes and does not stop. [Product Symptom]

Symptom: Machine does not stop at 12 minutes, continues running. Clothes remain soaking wet, intermittent issue.
Timeline/Duration: Issue has been occurring for quite a while, worsening over time.
Environment: Not Specified.
Self-troubleshooting: Customer has tried unplugging the appliance.
History: Customer has not had the machine long, under warranty. [Agent Solutions]

Verification of Issue: Confirmed machine gets stuck at 12 minutes and does not stop.
Error Code Check: No error codes displayed on the machine.
Panel Condition Check: Verified no visible damage or water on the panel.
Unplugging Appliance: Customer confirmed they have unplugged the appliance.
Leveling Check: Customer confirmed the unit is properly leveled.
Suggested Speed Setting: Instructed customer to try using speed setting 14 to see if the issue persists.
Additional Information Gathering: Collected customer’s address and postal code for service documentation.

[Final Resolution]

Customer to try speed setting 14. Further troubleshooting may be needed if the issue persists. [Service Notes]
N/A [Executive Summary] The customer reported that their washing machine gets stuck at 12 minutes and does not stop, leaving clothes soaking wet. The agent confirmed the issue and checked for error codes and panel damage, finding none. The customer has already unplugged the machine and confirmed it is leveled. The agent suggested trying speed setting 14 to see if it resolves the issue. The customer will attempt this and further troubleshooting may be required if the problem continues.

[AI Summary]

[Contact Reason]

Customer experiencing issues with washing machine. Machine gets stuck at 12 minutes and does not stop. [Product Symptom]

Symptom: Washing machine does not stop at 12 minutes, continues running. Intermittent issue; sometimes it works, sometimes it doesn't.
Timeline/Duration: Issue has been occurring for quite a while, worsening over time.
Environment: Not Specified.
Self-troubleshooting: Customer has tried unplugging the appliance and running it multiple times.
History: Customer has not had the washing machine long and uses it a couple of times a week. [Agent Solutions]

Verification: Confirmed the washing machine is stuck at 12 minutes and does not spin.
Error Code Check: Verified no error codes displayed on the unit.
Panel Condition: Inquired about visible damage on the panel; customer confirmed no damage.
Unplugging: Customer confirmed they have unplugged the appliance.
Level Check: Confirmed the unit is properly leveled.
Suggested Test: Advised customer to try using speed setting 14 to see if the issue persists.
Documentation Request: Requested customer to take a video of the issue for documentation.
SMS Follow-up: Informed customer that an SMS with a case number and upload link would be sent for video submission.

[Final Resolution]

Customer to send video of the issue via provided link. Agent documented the issue and will proceed with further assistance after receiving the video. [Service Notes]
N/A [Executive Summary] The customer reported an issue with their washing machine, which gets stuck at 12 minutes and does not stop. The agent verified the problem, checked for error codes, and confirmed the panel's condition. The customer has attempted unplugging the machine and confirmed it is leveled. The agent suggested trying a different speed setting and requested a video of the issue for documentation. An SMS with a case number and upload link will be sent to the customer for video submission. Further assistance will follow upon receipt of the video.

[Request]

Surname : HARRIS

Mobile Number : 07813202677

Post Code : BN11 2DR

1st Line of Address : 48

Email Address : bills@buddson.co.uk

Model # :

Serial # :

DOP :

Retailer : CURRYS

[Customer Issues]

C92IMX2

[Consultation contents] [AI Summary]

[Contact Reason]

Customer reports a broken seal on the oven purchased before Christmas. Requests warranty service. [Product Symptom]

Symptom: Seal on the oven is split and broken.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Purchased approximately eight months ago. Registered with the company. [Agent Solutions]

Serial Number Inquiry: Agent requested the serial number for the oven.
Model Number Confirmation: Customer provided a model number but it was unclear.
Registration Check: Agent attempted to verify registration details using the provided information.
Email Address Verification: Agent asked for the customer's email address to check the account.
Phone Number Inquiry: Agent requested the phone number used to contact customer service.
Address Confirmation: Agent asked for the customer's address to locate the account.
System Check: Agent confirmed no account found with the provided details.
Clarification on Registration: Agent explained limitations on what can be registered in their system.

[Final Resolution]

No troubleshooting steps resolved the issue. Agent unable to locate customer account. Suggested customer may need to check with the retailer for registration. [Service Notes]
Customer has multiple appliances registered. Previous interactions with LG regarding registration mentioned. [Executive Summary] The customer contacted support regarding a broken seal on their oven, which was purchased eight months prior and registered for warranty. The agent attempted to verify the customer's registration details, including serial and model numbers, email, and address, but was unable to locate an account in the system. The agent explained that only certain appliances could be registered and suggested the customer check with the retailer for further assistance. No troubleshooting steps were taken due to the lack of account information.

[Request] DOCU

CNU250827130642

Surname : VONDRACEK

Mobile Number : 07947721907

Post Code : NP7 0BW - np22 5df

1st Line of Address : 60 Brynglas, Gilwern, ABERGAVENNY, NP7 0BW, GB - 30 galn

Email Address : dobromilvondracek@gmail.com - LADAVONDRACEK@GMAIL.COM / ladavondracek@gmail.com

Model # : F4C510GBTN1

Serial # :

DOP : 11/08 ORDER 13/08 DELIVERY

Retailer : CURRYS

[Customer Issues] WARRANTY REGISTRATION

[Consultation contents] [AI Summary]

[Contact Reason]

Customer wants to register the guarantee for a washing machine. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Model Number Inquiry: Agent asked for the model number of the washing machine. Customer provided partial information but could not confirm the model number.
Purchase Date Confirmation: Agent confirmed the purchase date as August 11 and delivery date as August 13.
Account Verification: Agent requested customer’s surname and address for verification. Customer provided details, but discrepancies were noted in the system.
New Account Creation: Agent informed customer that a new account would need to be created due to existing account issues.
Email Address Verification: Agent requested and verified the customer’s email address multiple times for accuracy.
Serial Number Requirement: Agent explained the need for the washing machine's serial number to complete the registration.
Photo Request: Agent offered to send a link via SMS for the customer to send a photo of the serial number for registration.
Follow-Up Arrangement: Customer agreed to call back with the serial number to complete the registration process.

[Final Resolution]

Customer to provide the serial number via photo for registration. Agent will send an SMS link for the photo submission. Confirmation of registration will be sent once completed. [Service Notes]
N/A [Executive Summary] The customer contacted support to register the guarantee for a washing machine. The agent attempted to verify the model number and account details but encountered discrepancies in the system. The agent explained the necessity of the serial number for registration and offered to send a link for the customer to submit a photo of it. The customer agreed to call back with the serial number to finalize the registration.

[AI Summary]

[Contact Reason]

Customer wants to register the guarantee for a washing machine. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Verify Model Number: Agent requested the model number of the washing machine. Customer provided partial information but could not confirm the model number.
Confirm Purchase Details: Agent asked for the purchase date and delivery date. Customer confirmed purchase on August 11 and delivery on August 13.
Verify Customer Information: Agent requested customer’s surname, postcode, and email for verification. Customer provided the requested information.
Identify Account Issues: Agent noted discrepancies in the account related to a dishwasher. Customer clarified that the washing machine is a separate purchase.
Attempt to Register Account: Agent attempted to register the washing machine but found the phone number already in use.
Request Serial Number: Agent informed customer that the serial number is required for registration and offered to send a link via SMS for the customer to send a photo of the serial number.
Confirm Next Steps: Agent confirmed that the customer could call back with the serial number or send it via SMS. Provided case number for reference.

[Final Resolution]

Customer to send a photo of the serial number via SMS. Agent will register the guarantee upon receipt. Confirmation SMS will be sent after registration. [Service Notes]
N/A [Executive Summary] The customer contacted support to register the guarantee for a washing machine. The agent verified purchase details and attempted to register the account but encountered issues due to the phone number being associated with a different appliance. The agent requested the serial number for registration and offered to send a link for the customer to submit a photo. The customer agreed to send the serial number later. The agent will complete the registration upon receipt of the information and send a confirmation SMS.

[Request] WILL REGISTER

CNU250827131024

Surname : CANAVAN

Mobile Number : 0861030771

Post Code : K67 N297

1st Line of Address : 29B BASKIN COTTAGES, CLOGHRAN, SWORDS, CO. DUBLIN, K67 N297

Email Address : canavan0910@yahoo.co.uk

Model # : GSL960PZBV

Serial # :

DOP : 4 YEARS AGO

Retailer : CURRYS

[Customer Issues] FREEZER

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquiring about a replacement part for the ice maker in the freezer section. [Product Symptom]

Symptom: Plastic component in the ice maker is broken, causing the mechanism to stop functioning properly.
Timeline/Duration: Used for approximately four years; issue has developed over time due to prolonged use.
Environment: Not Specified.
Self-troubleshooting: Customer disassembled the ice maker to inspect the mechanism.
History: Product has been in use for four years. [Agent Solutions]

Account Creation: Agent initiated account creation for the customer to facilitate part request.
Information Gathering: Collected customer’s name, mobile number, postal code, address, and email address for account setup.
Verification: Verified customer details including postal code and email address.
Model Number Request: Requested the model number of the fridge from the customer.
Model Number Verification: Verified the provided model number with the customer.
Purchase Inquiry: Asked about the purchase date and location of the unit.

[Final Resolution]

Agent to send SMS link for photo submission of the broken part. Documentation of customer details in progress. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding a broken plastic part in the ice maker of their freezer, which has been in use for four years. The agent assisted by creating an account and gathering necessary customer information, including the model number of the fridge. The agent verified the details and will send an SMS link for the customer to submit a photo of the broken part. Documentation of the customer's information is ongoing. [AI Summary]

[Contact Reason]

Customer inquiring about a replacement part for the ice maker in the freezer section. [Product Symptom]

Symptom: Plastic component in the ice maker is broken, causing the mechanism to stop functioning properly.
Timeline/Duration: Customer has used the unit for approximately four years; the issue developed over time due to prolonged use.
Environment: Not Specified.
Self-troubleshooting: Customer disassembled the ice maker to inspect the mechanism.
History: Unit purchased around four years ago; no specific purchase details provided. [Agent Solutions]

Account Creation: Agent initiated account creation for the customer to facilitate part request.
Information Gathering: Collected customer’s name, mobile number, postal code, address, and email address for account setup.
Verification: Verified customer details including postal code and email address.
Model Number Request: Requested model number of the fridge from the customer.
Case Number Generation: Created a case number for tracking the inquiry and provided it to the customer.
SMS Link Sent: Sent an SMS with a link for the customer to upload a photo of the broken part.
Follow-up on SMS: Inquired if the customer received the SMS and confirmed the correct national code was used.
Document Upload Instructions: Provided instructions for the customer to upload the photo of the broken part via the SMS link.

[Final Resolution]

SMS sent with a link for photo upload. Awaiting customer to send the photo for further assistance from technical experts. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding a broken plastic part in the ice maker of their freezer, which has been in use for about four years. The agent assisted by creating an account, gathering necessary information, and sending an SMS with a link for the customer to upload a photo of the broken part. The agent provided instructions for the upload and is awaiting the customer's response to proceed with further assistance from technical experts.

[Request] ONCE GET THE PHOTO WILL COORDINATE THE BROKEN PART TO TECH

CNU250827131725

Surname : COLLINS

Mobile Number : 01214761276 / 07388294255

Post Code : B31 2ED

1st Line of Address : 2 Newent Road, BIRMINGHAM, B31 2ED, GB

Email Address : mikecollins47@aol.com

Model # :

Serial # : 301KWMK0F979

DOP :

Retailer : RELIANT

[Customer Issues] REBOOK FOR ANOTHER ASC

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquiring about the status of a repair for a dishwasher. [Product Symptom]

Symptom: Dishwasher leaking from underneath.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Previous engineer replaced gaskets on the door.
History: Dishwasher purchased over two years ago from Red Lion. [Agent Solutions]

Verify Reference Number: Customer provided reference number RNU 25082 1082988.
Account Check: Agent checked the account and confirmed the need to transfer the case to another authorized engineer.
Confirm Customer Agreement: Agent confirmed with the customer about proceeding with the repair transfer.
Discuss Repair History: Agent inquired about previous troubleshooting steps and confirmed gaskets were replaced.
Verify Installation Details: Agent asked about the standpipe height, drain hose condition, and any visible damage to pipes.
Collect Customer Information: Agent collected customer’s email and mobile number for communication.
Confirm Serial Number: Customer provided the serial number of the dishwasher.
Inform Next Steps: Agent explained that the repair department will book another engineer and send an SMS confirmation.

[Final Resolution]

Repair case transferred to another authorized engineer. Customer will receive SMS confirmation for the appointment. [Service Notes]
Customer expressed frustration over previous delays in repair service. - Customer requested a specific time and date for the engineer's visit. [Executive Summary] The customer contacted support regarding a leaking dishwasher and the status of a pending repair. The agent verified the reference number and confirmed the need to transfer the case to another authorized engineer due to incomplete information from the previous service. The customer expressed dissatisfaction with prior delays and requested a specific appointment time. The agent collected necessary information and assured the customer that they would receive an SMS confirmation once the new engineer is scheduled. The case is now set for further action by the repair department.

[AI Summary]

[Contact Reason]

Customer inquiring about the status of a repair for a dishwasher. [Product Symptom]

Symptom: Dishwasher leaking from underneath.
Timeline/Duration: Ongoing issue; previous engineer replaced gaskets but did not resolve the problem.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Previous repair attempts made; customer has been waiting for follow-up for over two weeks. [Agent Solutions]

Verify Reference Number: Customer provided reference number RNU 25082 1082988.
Confirm Customer Details: Customer verified name and postcode.
Check Repair Status: Agent checked with repair department regarding the case.
Discuss Transfer of Case: Agent informed customer about transferring the case to another authorized engineer due to incomplete information from the last service center.
Document Customer Concerns: Customer expressed frustration over lack of follow-up and requested a specific time for the next engineer visit.
Offer Authorized Service Center Contact: Agent offered to provide the customer with the authorized service center's contact number for direct coordination.
Gather Additional Information: Agent asked about previous troubleshooting steps and confirmed details about the dishwasher's installation and condition.
Confirm Serial Number: Customer provided the serial number of the dishwasher.
Document Transfer Request: Agent confirmed that the repair request would be transferred to another engineer and would send confirmation via SMS.

[Final Resolution]

Repair case to be transferred to another authorized engineer. Customer will receive confirmation via SMS. Authorized service center contact information will be provided for direct coordination. [Service Notes]
Customer has been waiting for over two weeks for a follow-up on the repair. Previous engineer replaced gaskets but the issue persists. Customer expressed a strong desire for timely communication and resolution. [Executive Summary] The customer contacted support regarding a leaking dishwasher and the status of a repair that has not been resolved despite previous attempts. The agent verified the customer's details and discussed transferring the case to another authorized engineer due to incomplete information from the last service center. The customer expressed frustration over the lack of follow-up and requested a specific appointment time. The agent confirmed the transfer and assured the customer that they would receive an SMS confirmation and contact information for the authorized service center.

[Request] added to task WILL BOOK FOR OTHER ASC TAGGED TO WG TEMP

CNU250827131981

Surname : KUMAR

Mobile Number : 07770188717

Post Code : KA9 2FA

1st Line of Address : 127 WINDMILL ROAD, MONKTON, PRESTWICK, KA9 2FA, GB

Email Address :

Model # :

Serial # :

DOP : 12/10/2022

Retailer : CURRYS

[Customer Issues] NOISE BALANCE WEIGHT IS BROKEN

Customer called a friend engineer and the engineer says that the unit has a broken balance weight. Inlet and outlet pipes doesn't have any damage or tears. Cleaned the pump filter. Drain hose doesn't have any damage and not blocked. Unit is properly leveled. No error codes. Unit has a proper spacing in the sides and at the back. Issue persists.

No parking permit needed. Video attached.

[Consultation contents]

[Request] added to task will register and book

CNU250826122630

Surname : ADU

Mobile Number : 8668610450 / 07432327959

Post Code : CR0 4GA

1st Line of Address : 39 Old School Place, CROYDON, CR0 4GA, GB

Email Address : duellen80@gmail.com

Model # : FWY916WBTN1.ABWQPUK

Serial # : 404PNJC88588

DOP : 02/09/2024

Retailer : COSTCO WHOLESALE

[Customer Issues] TECH WARRANTY SERVICES

Water tapped is not clogged and fully opened. Inlet hose is dispensing the water normally. Cleaned the inlet filter. Unplugged and plug. Issue persists.

No parking permit needed.

[Consultation contents]

[Request] DONE UNIT HAS BEEN BOOKED BY WG TEMP

CNU250827132860 RNU250827025051

Surname : PATRIK BATORY KLEMPAR / BATORY

Mobile Number : 0863701362 / 0868479395

Post Code : P56 D935

1st Line of Address : 14 LIOS AN ÓIR, LIOS NA RÍ, CHARLEVILLE, CO. CORK, IE, P56 D935

Email Address : klempar1500@gmail.com

Model # : DF455HMS.ABMQEUK

Serial # : 403KVVXD2P234

DOP : 28/06/2024

Retailer : HARVEY NORMAN

[Customer Issues] IE

[Consultation contents]

Water tap is not frozen or blocked. The water tap is fully opened. No leakage. Inlet and outlet pipes doesn't have any visible damage or tears. Cleaned the inlet filter. Cleaned dispenser tray. Unplugged and plug in. Issue persists.

[Request] DONE BOOKING AND DONE SENDING SMS

CNU250818053984

Surname : CUNNINGTON

Mobile Number : 07799374509

Post Code : CB21 5BH

1st Line of Address : 5 School Lane Fulbourn CAMBRIDGE, CB21 5BH, GB

Email Address : johncunnington@btinternet.com

Model # : FWV696WSE.ABWQPUK

Serial # : 201PWPLKV088

DOP : 28/02/2022

Retailer : JOHN LEWIS

[Customer Issues]

[Consultation contents] 26/8 B2C [APM] Called the customer who said they have the videos and pictures but doesn’t have the SMS received. Advised it shows as sent here but was happy to resend the SMS again to the customer. As soon we have the videos and pictures then we can proceed with next processes. Intranet: FWV696WSE FWV696WSE.ABWQWUK 01/06/2023 01/02/2022 30/06/2022 extend

19/08 B2C [ED] Called the customer; requested invoice , serial sticker and video demonstrating the issue

Rattling Nosie on Empty Cycle Lose items were removed, hoses at the back are fine, there is no noise when turn by hand, unit has enough space all around, flooring is levelled and stable, noise is still happening on empty cycle.

[Customer] John Cunnington | CB21 5BH | null | Cambridge | 5 School Lane Fulbourn CB21 5BH [Appointment Preferences] 1st Choice : null (null) 2nd Choice : null (null) 3rd Choice : null (null) [Customer Comments] I have been told that the bearings need replacing on the drum

[AI Summary]

[Contact Reason]

Customer inquiring about not receiving an email link for sending information. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Account Check: Agent requested customer’s surname and postcode to check the account.
Email Issue Confirmation: Customer confirmed issues with the provided email address and provided a new one.
SMS Link Inquiry: Agent confirmed that an SMS link was sent but customer did not receive it.
Model Number Request: Agent requested the model number of the product in use.
WhatsApp Instructions: Agent provided instructions for sending documents via WhatsApp, including initiating a chat with the bot and selecting the document upload option.
WhatsApp Number Provided: Agent provided the WhatsApp number for document submission.

[Final Resolution]

Customer advised to use WhatsApp for document submission. Provided WhatsApp number and instructions for sending files. [Service Notes]
Customer has experienced issues with email communication. New email address provided. [Executive Summary] The customer contacted support regarding not receiving an email link to send information. The agent confirmed the email issue and provided instructions for using WhatsApp to submit the required documents. The customer was given the WhatsApp number and detailed steps for document upload. The conversation concluded with the customer acknowledging the instructions.

[Request] DONE PROVIDE WHATSAPP NUMBER

CNU250827135482

Surname : SMITH

Mobile Number : 01981240772

Post Code : NP7 8ES

1st Line of Address : Cupids Hill Cottage, Grosmont, ABERGAVENNY, NP7 8ES, GB

Email Address : easmith@btinternet.com

Model # : GSBV70DSTF.ADSQLGT

Serial # :202TRRC33670

DOP : 27/07/2022

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] FRIDGE 2 -19

[Consultation contents] [AI Summary]

[Contact Reason]

Customer concerned about hot spots on the outside of the LG fridge freezer. [Product Symptom]

Symptom: Various parts around the doors and front sides of the fridge freezer are hot to the touch.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Purchased in 2022, unit is three years old. [Agent Solutions]

Normal Temperature Explanation: Agent explained that it is normal for certain areas of the fridge to be hot due to the design preventing contamination and frost buildup.
Temperature Settings Inquiry: Agent asked for current temperature settings; customer reported 2 degrees for the fridge and -19 for the freezer.
Gasket Location Clarification: Agent clarified that the gasket is the rubber part on the door.
Service Center Recommendation: Agent suggested contacting an authorized service center for further inspection since the unit is out of warranty.
Repair Cost Information: Agent provided estimated repair costs of at least 215 pounds, depending on the unit type.
Local Engineer Contact: Agent provided contact information for a local service company named Pacifica.
Repair Process Explanation: Agent explained the process of contacting Pacifica for inspection and the potential costs involved.
Account Creation Offer: Agent offered to create an account for the customer to document the issue for future reference.

[Final Resolution]

Customer advised to monitor the situation. If heat increases, contact Pacifica for inspection. Agent provided contact details for Pacifica and explained repair costs. [Service Notes]
Customer expressed concern about increased heat in the fridge. Noted previous experience with a similar unit that stopped working. [Executive Summary] The customer contacted support regarding hot spots on their LG fridge freezer, particularly around the doors and frame. The agent explained that this heat is normal due to the unit's design to prevent contamination and frost. The customer was advised to monitor the situation and contact a local service center, Pacifica, for further inspection if the heat increases. The agent provided repair cost estimates and offered to create an account for future reference.

[Request] DONE ADDED TO TASK

CNU250827135835

Surname : LOPES

Mobile Number : 07861554439

Post Code : SN1 2BN

1st Line of Address : 24 Ponting Street, SWINDON, SN1 2BN, GB

Email Address : libinalopes@gmail.com

Model # : GSXV90MCAE.AMCQLGU

Serial # : 305TRXJ1W298

DOP : 23/09/2023

Retailer : MARKS ELECTRICAL LIMITED D/D

[Customer Issues] FRIDGE ENGINEER

Whole unit is not cooling

Customer cannot verified the temperature because of the CL Error that cannot be removed. Unit is properly leveled. No any objects near the compressor. Unit has a proper spacing I the sides and at the back for ventilation. Unit is not overloaded and no foods that is blocking the air vents. Door is closing properly. Gasket doesn't have any visible damage or tears. Issue persists.

Engineer says that the problem is with the fan and there's a leakage on the unit. Parking permit needed

[Consultation contents] [AI Summary]

[Contact Reason]

Inquiry about next steps for a fridge freezer that was deemed irreparable by an engineer. [Product Symptom]

Symptom: Fridge freezer leaking, fan issue, engineer reported unit cannot be repaired.
Timeline/Duration: Engineer visited yesterday morning.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Previous engineer visit noted, no engineers report available yet. [Agent Solutions]

Account Check: Verified customer account and previous repair history.
Repair Department Coordination: Attempted to coordinate with repair department regarding the engineer's findings.
Clarification of Repair Process: Explained that the company policy requires an attempt to repair before considering a refund.
Customer Options: Offered to proceed with repair or escalate case for alternative resolution.

[Final Resolution]

Customer to consult with family regarding whether to proceed with repair or seek alternative resolution. [Service Notes]
N/A [Executive Summary] The customer contacted regarding a fridge freezer that an engineer deemed irreparable. The agent verified the account and attempted to coordinate with the repair department. The agent explained the company's policy requiring a repair attempt before a refund can be considered. The customer expressed confusion over the engineer's report and was given options to either proceed with the repair or escalate the case for further review. The customer will consult with family for the next steps.

[AI Summary]

[Contact Reason]

Customer inquiring about next steps for a fridge freezer that an engineer deemed irreparable. Customer seeking clarification on repair versus refund options. [Product Symptom]

Symptom: Fridge freezer not cooling properly; leaking; error code CL indicating child lock.
Timeline/Duration: Engineer visited yesterday; issue reported ongoing.
Environment: Not Specified.
Self-troubleshooting: Customer attempted to reset error code by pressing lock button; no success.
History: Engineer reported unit cannot be repaired; customer informed of refund option only after engineer's assessment. [Agent Solutions]

Account Check: Verified customer account and previous repair history.
Repair Coordination: Attempted to coordinate with repair department for next steps.
Clarification of Options: Explained that repair must be attempted before considering refund or replacement.
Error Code Discussion: Discussed CL error code indicating child lock; advised customer to press and hold lock button.
Documentation Request: Requested proof of purchase for warranty validation.
SMS Sent: Sent SMS with a link for customer to upload error code photo and proof of purchase.
Parking Permit Inquiry: Asked if a parking permit is needed for technician visit.

[Final Resolution]

Customer to provide proof of purchase and error code photo via SMS link. Repair visit to be scheduled upon receipt of documentation. [Service Notes]
Customer's fridge freezer is not cooling; food is at risk of spoiling. Engineer's report indicates unit is irreparable. Customer needs to provide proof of purchase for warranty validation. [Executive Summary] The customer contacted support regarding a fridge freezer that an engineer assessed as irreparable. The agent verified the account and discussed the need for a repair attempt before considering a refund. The customer reported an error code CL indicating a child lock issue and attempted to reset it without success. The agent sent an SMS for the customer to upload necessary documentation, including proof of purchase. Next steps involve scheduling a repair visit once the documentation is received.

[Request] WILL WAIT FOR THE PHOTO FOR BOOKING

CNU250827137119

Surname : SATCHELL

Mobile Number : 07511447800

Post Code : SS6 8BZ

1st Line of Address : 20 Hambro Close, RAYLEIGH, SS6 8BZ, GB

Email Address : holliesatchell@yahoo.co.uk

Model # : GML844PZKV.APZQLGU

Serial # : 011TRCN1M315

DOP : 06/04/2021

Retailer : BUNNY

[Customer Issues] NEW UNIT

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquiring about the status of a replacement unit for a broken fridge/freezer. No email communication received for 11 days. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Account Check: Agent checked the customer's account for updates on the replacement unit.
Transfer Coordination: Agent coordinated with the resolutions team regarding the replacement unit.
Case Documentation: Agent documented the customer's case for follow-up by the resolutions team.

[Final Resolution]

Resolutions team to be contacted for further information. Customer will receive a callback regarding the replacement unit. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding the status of a replacement unit for a broken fridge/freezer, stating no email communication had been received for 11 days. The agent checked the account and coordinated with the resolutions team, but they were unavailable. The agent documented the case for follow-up, and the customer will receive a callback from the resolutions team regarding the replacement unit.

[AI Summary]

[Contact Reason]

Customer inquiring about the status of a replacement unit for a broken fridge/freezer. No email communication received for 11 days. [Product Symptom]
Symptom: Customer's fridge/freezer is broken, awaiting a replacement unit. - Timeline/Duration: 11 days without email updates regarding the replacement. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Ongoing case for a replacement unit. [Agent Solutions]

Check Account: Agent checked the customer's account for updates on the replacement unit.
Transfer to Resolutions Team: Agent coordinated with the resolutions team for further assistance regarding the replacement unit.
Raise Case: Agent raised the customer's case to the resolutions team for follow-up, as they were currently unavailable.

[Final Resolution]

Case raised to resolutions team. Customer to expect a call within two business days regarding the replacement unit. [Service Notes]
N/A [Executive Summary] The customer contacted support to inquire about the status of a replacement unit for a broken fridge/freezer, reporting no email communication for 11 days. The agent checked the account and coordinated with the resolutions team, who were unavailable at the time. The agent raised the case for follow-up, and the customer was informed to expect a call within two business days. No additional troubleshooting steps were taken during the call.

[Request] DONE TAGGED TO RES CALLBACK

CNU250827137432

Surname : YOUNIS

Mobile Number : 07878550192

Post Code : CV3 3BF

1st Line of Address : 15 Wolston Way, COVENTRY, CV3 3BF, GB

Email Address : mohliyounis@gmail.com

Model # : FWY606GBLN1.AMBQPUK

Serial # : 311PNGX5C127

DOP : 30/11/2023

Retailer : CURRYS

[Customer Issues] WASHER today Inlet and outlet pipes doesn't have any visible damage or tears. No error codes. Unit is properly balanced. Drain hose doesn't have any visible damage and not blocked. Issue persists.

No parking permit needed. Customer is elderly.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer experiencing water leakage from washing machine. [Product Symptom]

Symptom: Water leaking from underneath the washing machine.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Checked inlet and outlet pipes; no visible leaks found.
History: Washing machine is approximately one year old, under a five-year warranty. [Agent Solutions]

Verify Serial Number: Customer provided serial number for account creation.
Account Creation: Agent created an account for the customer to assist with the issue.
Leak Source Inquiry: Agent asked about the location of the leak; customer unsure.
Pipe Inspection: Customer checked pipes; no visible leaks found.
Error Code Check: Confirmed no error codes displayed on the washing machine.
Balance Check: Confirmed washing machine is properly balanced.
Drain Hose Check: Confirmed drain hose is functioning properly with no visible damage.
Parking Permit Inquiry: Confirmed no parking permit needed for service.

[Final Resolution]

Leak suspected from underneath the washing machine. Further inspection or service may be required. [Service Notes]
N/A [Executive Summary] The customer reported a water leakage issue from their washing machine. The agent verified the serial number and created an account for the customer. The agent inquired about the leak's source, confirming no visible damage to the pipes, no error codes, and that the unit is balanced and draining properly. The leak is suspected to be from underneath the unit, and further inspection may be necessary.

[AI Summary]

[Contact Reason]

Customer experiencing water leakage from washing machine. [Product Symptom]

Symptom: Water leaking from the washing machine.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Checked inlet and outlet pipes; no visible leaks found.
History: Washing machine is approximately one year old; under five-year warranty. [Agent Solutions]

Verify Serial Number: Customer provided serial number for verification.
Check Warranty Status: Confirmed that the unit is still under warranty based on the serial number.
Document Leakage Details: Inquired about the location and nature of the leakage; customer indicated it might be from underneath the unit.
Assess Error Codes: Confirmed no error codes displayed on the washing machine.
Check Drain Hose: Verified that the drain hose is functioning properly with no visible damage.
Advise on Proof of Purchase: Suggested customer contact the retailer for proof of purchase to validate warranty.
Provide Next Steps: Informed customer to call the retailer for receipt and to return with proof for repair scheduling.

[Final Resolution]

Customer to contact retailer for proof of purchase. Repair can be scheduled once proof is provided. [Service Notes]
N/A [Executive Summary] The customer reported a water leakage issue with their washing machine. The agent verified the serial number and confirmed the unit is under warranty. The agent documented the leakage details and confirmed no error codes or issues with the drain hose. The customer was advised to obtain proof of purchase from the retailer to proceed with repair scheduling. The customer agreed to contact the retailer for the necessary documentation.

[Request] SEND SMS FOR DOCU UPLOAD

CNU250823099695

RNU250827026398

Surname : BORRILL

Mobile Number : 07359189998

Post Code : L37 6FE

1st Line of Address : 4 CHATTERING DRIVE, FORMBY, LIVERPOOL, L37 6FE, GB

Email Address : clairborrill@gmail.com

Model # : FWY916BBTN1.APBQPUK

Serial # : 408PNZQ55S293

DOP : 30/09/2024

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues]

No damage to the filter and drain tube. Customer is closing the filter properly and tightly. No error codes. Unit is properly leveled. Issue persists.

No parking permit needed. Approved by Tech MCA

[Consultation contents] [AI Summary]

[Contact Reason]

Customer submitted a repair request for a washing machine and inquired about the status. [Product Symptom]

Symptom: Washing machine leaking from the drain hose compartment.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Customer provided a video of the issue.
History: Purchased from AO, still under warranty. [Agent Solutions]

Check Repair Request: Agent verified the repair request and confirmed receipt of the video.
Coordinate with Technical Experts: Agent coordinated the issue with technical experts for further assessment.
Document Details: Agent documented the serial number and confirmed no damage to the filter or drain hose.
Verify Unit Status: Agent confirmed the unit is properly leveled and has no error codes.
Confirm Parking Permit: Agent confirmed that a parking permit is needed for the technician's visit.
Book Repair: Agent booked the repair and informed the customer that the technician will contact them directly for scheduling.

[Final Resolution]

Repair booked. Technician will contact customer for visit date. Reference number to be sent via SMS. [Service Notes]
Customer confirmed the washing machine is still under warranty. No damage to the filter noted. [Executive Summary] The customer contacted support regarding a repair request for a leaking washing machine. The agent verified the request and coordinated with technical experts, confirming no damage to the filter or drain hose. The unit was found to be properly leveled with no error codes. The agent booked the repair and informed the customer that the technician would reach out directly to schedule the visit. A reference number will be sent via SMS.

[Request] DONE BOOKING AND SMS

Surname : GIRISH HIRANI / VARSANI

Mobile Number : 07931216893

Post Code : N3 2EJ

1st Line of Address : 15 PARK AVENUE

Email Address : girish.hirani@yahoo.co.uk / kkk.varsani@hotmail.co.uk

Model # : F14A8FD.ABWQEUK

Serial # : 402PWEV1C468

DOP : 23/03/2014

Retailer :

[Customer Issues] GRINDING

[Consultation contents]

[Request]

CNU250827138644

Surname : BESSENT

Mobile Number : 07356099709 / 07779553733

Post Code : PE6 8HA

1st Line of Address : 28 Bridge Street, Deeping St. James, PETERBOROUGH, PE6 8HA, GB

Email Address : sjbessent@gmail.com

Model # : GSXE91BSAD

Serial # : 502TRBSHY109

DOP : 18/07/2025 DELIVERED

Retailer : HUGHES ELECTRICAL BUT IT WAS FROM D&G

[Customer Issues] FRIDGE FREEZER

[Consultation contents] Salutation: Ms NO - POP NO - BER NO - POD NO - 5 Year Warranty NO - Serial NO - Damage on Del NO - Video YES - Images Fault Reported: Warranty registration Troubleshooting: N/A Where to Tag To: Tag Back to Me! Warranty Repair: Warranty Customer tried to send the photo to the link twice however it has not been attached here on the account. Customer doesn't have a WhatsApp.

[AI Summary]

[Contact Reason]

Customer inquiring about activating a five-year warranty for a newly purchased fridge freezer. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Verify Model Number: Customer provided model number details.
Confirm Purchase Date: Customer stated the fridge was delivered on 18 July 2025.
Create Account: Agent initiated account creation for warranty registration.
Collect Customer Information: Agent requested surname, mobile number, postcode, and email address for account setup.
Verify Serial Number: Customer provided serial number after guidance on its location.
Check Registration Status: Agent checked for existing registration but found none.
Request Invoice: Agent asked customer to locate the invoice for the replacement unit.
Send SMS Link: Agent attempted to send a link for uploading the invoice via SMS.
Troubleshoot SMS Issues: Customer reported not receiving the SMS; agent confirmed the number and attempted to resend.
Provide WhatsApp Number: Agent provided WhatsApp contact for further assistance.
Coordinate with Resolution Team: Agent coordinated with the resolution team regarding the uploaded documents.
Confirm Registration Process: Agent informed customer that registration would take 1-2 business days and certification would take 10-14 weeks.

[Final Resolution]

Customer to send invoice photo via email. Registration to be completed within 1-2 business days. Confirmation of registration will be sent via SMS and email. [Service Notes]
Customer has a washing machine and tumble dryer registered under a different account. Previous unit was replaced, and the new unit was purchased through a supplier. [Executive Summary] The customer contacted support to activate a five-year warranty for a fridge freezer purchased on 18 July 2025. The agent verified the model and serial number, created an account, and attempted to register the warranty. The customer was asked to provide an invoice for the replacement unit. After troubleshooting SMS issues, the customer was instructed to send the invoice via email. The registration process will take 1-2 business days, with confirmation sent via SMS and email.

[Request] REGISRATION WARRANTY

Surname :

Mobile Number :

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

Customer requested transfer to RCS line. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Transfer Request: Agent confirmed the transfer to the RCS line and requested a few minutes.

[Final Resolution]

Transfer to RCS line initiated. [Service Notes]
N/A [Executive Summary] The customer contacted LG customer service requesting a transfer to the RCS line. The agent confirmed the request and indicated that the transfer would take a few minutes. The transfer process was initiated without any technical issues or additional inquiries.

[Request] DONE TRANSFERRED TO SDS