29/09 CALLS

CNU250917323049 - JOANNOU = SEND ANOTHER SMS FOR UPDATE CNU250917323291 - CNU250918331150 -

CNU250929418460

Surname : JOSEPH

Mobile Number : 07988880473

Post Code : IG6 3AW

1st Line of Address : 103 Clinton Crescent, ILFORD, IG6 3AW, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] ARGOS WASHER The machine is plastic and it has a crack

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about a broken washing machine drum and warranty issues. Seeking a copy of the engineer's report for legal purposes. [Product Symptom]

• Symptom: Broken drum in washing machine. Customer reports that the drum is plastic and has cracked.
• Timeline/Duration: Engineer visited last Friday; report sent the same day.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Machine purchased with a two-year manufacturer's warranty; customer has paperwork confirming this. Extended warranty with another provider starts December 25, two years after the manufacturer's warranty. [Agent Solutions]

1. Check Engineer's Report: Agent attempted to verify the status of the engineer's report sent last Friday.

2. Confirm Warranty Details: Agent acknowledged the need for warranty clarification and the importance of the engineer's findings regarding the drum issue.

[Final Resolution]

• Agent will follow up on the engineer's report. Customer advised to wait for the report to proceed with warranty claims or legal actions. [Service Notes]
• Customer is elderly and lives alone. Limited usage of the washing machine reported. Customer has sought legal advice regarding warranty discrepancies. [Executive Summary] The customer contacted support regarding a broken washing machine drum and issues with warranty claims. An engineer assessed the machine last Friday and sent a report, which the customer needs for legal purposes. The agent checked on the report's status and confirmed the importance of the engineer's findings. The customer is awaiting further information to resolve the warranty dispute and potential compensation.

[AI Summary]

[Contact Reason]

• Customer inquiring about a broken washing machine drum. Seeking a copy of the engineer's report for legal purposes regarding warranty dispute. [Product Symptom]

• Symptom: Broken drum in washing machine, suspected cause is a coin or other foreign object. Customer disputes the claim of damage due to a coin.
• Timeline/Duration: Engineer visited last Friday; report sent same day. Ongoing issue since purchase.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Machine purchased with a two-year manufacturer's warranty; customer claims LG is stating a one-year warranty. [Agent Solutions]

1. Check Engineer's Report: Agent attempted to verify the engineer's report regarding the drum damage.

2. Review Damage Cause: Agent noted that the engineer reported a coin as the cause of the drum crack.

3. Advise Customer: Agent suggested contacting the engineer for a full report and clarification on the coin damage.

[Final Resolution]

• Customer advised to contact the engineer for the report. No immediate resolution provided. Customer plans to escalate the issue legally. [Service Notes]
• Customer is elderly and lives alone. Concern about the machine's durability and warranty claims. Customer has sought legal advice and intends to pursue the matter further. [Executive Summary] The customer contacted support regarding a broken washing machine drum, claiming a two-year warranty while LG states it is one year. An engineer's report indicated a coin as the cause of the damage, which the customer disputes, stating the engineer did not confirm the presence of a coin. The agent checked the report and advised the customer to contact the engineer for further clarification. The customer plans to escalate the issue legally and is dissatisfied with LG's response.

[Request]

CNU250929418758

Surname : RAHMAN

Mobile Number : 07383994931

Post Code : B9 5HH

1st Line of Address : 407 Charles Road, BIRMINGHAM, Small Heath, B9 5HH, GB

Email Address : abidurrahman603@icloud.com / maryum.786@hotmail.com

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] ABOUT THE REPLACEMENT UNIT HE DID NOT RECEIVED ANYTHING YET

[Consultation contents] His wife email address: maryum.786@hotmail.com

[AI Summary]

[Contact Reason]

• Inquiry about replacement washing machine status. Customer has not received email confirmation. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Account: Customer provided reference number and surname for account verification.

2. Documenting Information: Agent documented details before transferring to resolution team.

3. Transfer to Resolution Team: Agent informed customer about the transfer for further assistance.

[Final Resolution]

• Transfer to resolution team for further assistance regarding replacement washing machine. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding the status of their washing machine replacement, stating they had not received any email confirmation. The agent verified the customer's account details and documented the information before transferring the call to the resolution team for further assistance. The next steps involve the resolution team providing the necessary information regarding the replacement unit.

[AI Summary]

[Contact Reason]

• Customer inquiring about the status of a replacement washing machine. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Reference Number: Customer provided reference number 250905083 for account verification.

2. Request Email Address: Agent requested customer's email address for further assistance.

3. Check Email Status: Agent confirmed an email was sent on Friday regarding the replacement unit.

4. Suggest Check Spam Folder: Agent advised customer to check spam or junk folder for the email.

5. Request Alternative Email: Agent asked for an alternative email address to resend the information.

6. Document Alternative Email: Customer provided an alternative email address for further communication.

7. Transfer to Resolution Team: Agent prepared to transfer the customer to the resolution team for further assistance.

[Final Resolution]

• Transfer to resolution team for further assistance with the replacement washing machine inquiry. [Service Notes]
• Customer has not received the email regarding the replacement unit. - Customer provided an alternative email address for follow-up. [Executive Summary] The customer contacted support regarding the status of a replacement washing machine, stating they had not received any email updates. The agent verified the customer's reference number and confirmed that an email was sent the previous Friday. The agent suggested checking the spam folder and requested an alternative email address to resend the information. The customer provided an alternative email, and the agent prepared to transfer the call to the resolution team for further assistance.

[Request]

CNU250929419447

Surname : GIPSON

Mobile Number : 07824888274

Post Code : NR16 1PU

1st Line of Address : Flower House, Pristow Green Lane, Tibenham, NORWICH, NR16 1PU, GB

Email Address : maria@dgphe.co.uk

Model # : GSXV90MCAE.AMCQLGU

Serial # : 302TRKH2E213

DOP : 22/09/2025

Retailer : EURONICS

[Customer Issues] FRIDGE

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer contacting to register a freezer. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Model Number Verification: Customer provided model number as "XRV90CAEE."

2. Purchase Date Confirmation: Customer confirmed purchase date as September 22, 2025.

3. Purchase Location Inquiry: Customer stated purchase was from a retailer named "Gerald Giles."

4. Serial Number Request: Agent requested serial number; customer provided it as "302T2E213."

5. Account Creation: Agent created an account for the customer for registration purposes.

6. Personal Information Collection: Agent collected customer's surname, mobile number, postcode, address, and email address.

7. Consent for Communication: Agent asked for consent regarding communication preferences; customer declined both options.

8. Receipt Request: Agent requested a photo of the receipt and the sticker on the fridge for account documentation.

[Final Resolution]

• Customer agreed to provide a photo of the receipt and sticker. Registration process initiated. [Service Notes]
• N/A [Executive Summary] The customer contacted to register a freezer, providing the model number and confirming the purchase date and location. The agent verified the serial number and created an account for the customer. Personal information was collected, and the customer declined consent for communication regarding goods and services. The agent requested photos of the receipt and sticker for documentation. Registration process is underway.

[AI Summary]

[Contact Reason]

• Customer contacted to register a freezer. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Model Number: Customer provided model number as "XRV90 CAE."

2. Verify Purchase Date: Customer stated purchase date as September 22, 2025.

3. Verify Purchase Location: Customer mentioned retailer as "Gerald Giles" and "Smellings."

4. Request Serial Number: Customer was asked for the serial number, which was provided as "302T2E213."

5. Create Account: Agent created an account for the customer to assist with registration.

6. Request Receipt: Agent requested a photo of the receipt and the sticker on the fridge for warranty registration.

7. Provide SMS Link: Agent offered to send a link to the customer’s mobile for receipt submission once internet access is available.

[Final Resolution]

• Customer to send receipt and sticker photo via SMS link once internet is available. Registration will proceed upon receipt. [Service Notes]
• Customer currently lacks Wi-Fi but expects it to be operational the following day. [Executive Summary] The customer contacted to register a freezer, providing the model number and purchase details. The agent verified the information and requested a photo of the receipt and sticker for warranty purposes. The customer will send the required documents via a link provided by the agent once internet access is restored. The registration will be completed upon receipt of the documents.

[Request] WILL REGISTER

CNU250929420026

Surname : HENRY

Mobile Number : 07795822822

Post Code : IP30 9HU

1st Line of Address : 1 Bakers Mill Elmswell BURY ST. EDMUNDS IP30 9HU BURY ST. EDMUNDS, IP30 9HU, GB

Email Address : willhenry66@me.com

Model # : F4X7511TSB / F6V1110BTSA.ABLQPUK

Serial # : 201PNWK0F953

DOP : 29/09/2022

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues]

[Consultation contents] F4X7511TSB THE MODEL HE PREFFERED.

[AI Summary]

[Contact Reason]

• Customer requesting an update on a specific model after previous recommendation was too large. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Account Verification: Verified customer account using surname and postcode.

2. Model Inquiry: Requested model number from customer for checking stock availability.

3. Model Details Confirmation: Confirmed dimensions of the desired model (Width: 600 mm, Height: 850 mm, Depth: 565 mm).

4. Feature Confirmation: Verified that the desired model includes "easy dispense" feature similar to the customer's current machine.

[Final Resolution]

• Agent to check stock availability for the requested model. Customer confirmed dimensions and features needed for replacement. [Service Notes]
• Customer has two children with asthma, requiring specific programs in the new machine. Replacement under warranty. [Executive Summary] The customer contacted support to inquire about a specific model after a previous recommendation was deemed too large. The agent verified the customer's account and requested the model number for stock checking. The customer confirmed the dimensions and features of the desired model, emphasizing the need for specific programs due to health considerations. The agent will check the stock availability of the requested model as the next step.

[AI Summary]

[Contact Reason]

• Customer requested an update on a specific model after previous recommendations were too large. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Customer Information: Checked customer surname and postcode for account verification.

2. Model Inquiry: Customer provided model number and specifications for a smaller drum model.

3. Stock Check: Agent confirmed the requested model is not currently in stock but will check with the LG shop department for availability.

4. Transfer to Resolutions Team: Agent informed customer about transferring to the resolutions team for further assistance.

[Final Resolution]

• Agent coordinated with the LG shop department for stock availability. Customer agreed to wait for the correct model. Transfer to resolutions team initiated. [Service Notes]
• Customer has children with asthma, requiring specific features in the washing machine. Current machine is under warranty. [Executive Summary] The customer contacted support to inquire about a smaller washing machine model after previous recommendations were unsuitable. The agent verified the customer's information and confirmed the requested model is not in stock. The agent will check with the LG shop department for availability and initiated a transfer to the resolutions team for further assistance. The customer is willing to wait for the correct model due to specific needs related to their children's health.

[Request] DONE TRANSFERRED TO RESO AND TASK

CNU250927406214

Surname : ANDREW MORROW

Mobile Number : 07917577430

Post Code : HR1 1GH

1st Line of Address : 16 Cowarne Red Way, The Furlongs, Hereford HR1 1GH

Email Address : andrewmorrow6578@hotmail.com

Model # : F1496AD5.ALSQEUK

Serial # : 512PNWK71833

DOP : 02/02/2016

Retailer : JOHN LEWIS

[Customer Issues] WASHER STOP WORKING

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports washing machine has stopped working. - Submitted a repair request online with a reference number. [Product Symptom]

• Symptom: Washing machine displaying LE error code, indicating a motor issue.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased in 2016; warranty for motor is 10 years. [Agent Solutions]

1. Verify Repair Request: Agent confirmed the existence of an open ticket using the provided reference number.

2. Account Verification: Agent requested surname and address to verify the account.

3. Warranty Information: Agent informed customer about the 10-year warranty for the motor and confirmed the LE error code indicates a motor issue.

[Final Resolution]

• Agent provided information regarding warranty coverage for the motor issue. - Next steps not specified. [Service Notes]
• N/A. [Executive Summary] The customer contacted support regarding a washing machine that has stopped working, specifically reporting an LE error code indicating a motor issue. The agent verified the repair request and the customer's account details. The agent informed the customer about the 10-year warranty on the motor, confirming that the issue may be covered under warranty. Next steps were not specified during the call.

[AI Summary]

[Contact Reason]

• Customer reports washing machine has stopped working. Request for repair submitted online with a reference number. [Product Symptom]

• Symptom: Washing machine displaying LE error code, indicating a motor issue.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased in 2016; warranty for motor is 10 years. [Agent Solutions]

1. Verify Repair Request: Agent confirmed receipt of repair request and reference number.

2. Account Verification: Agent requested surname and address for account verification.

3. Warranty Information: Agent informed customer about the 10-year warranty for the motor and confirmed the LE error code indicates a motor issue.

4. Service Center Information: Agent provided authorized service center contact information for further coordination.

5. Discuss Warranty Coverage: Agent explained that only the compressor part is covered under warranty, while labor costs are the customer's responsibility.

6. SMS Confirmation: Agent sent service center contact details via SMS.

7. Receipt Requirement: Agent clarified that the original purchase receipt from 2016 is needed for warranty claims.

8. Alternative Documentation: Agent suggested bank statement as an alternative proof of purchase.

9. Escalation Offer: Agent offered to escalate the issue regarding the receipt requirement.

[Final Resolution]

• Customer to consider booking an engineer or purchasing a new unit. Agent will verify if warranty can be honored without the original receipt. [Service Notes]
• Customer has no original receipt from 2016. John Lewis does not retain records beyond six years. Customer switched bank accounts and cannot provide bank statements. [Executive Summary] The customer contacted support regarding a washing machine that has stopped working, displaying an LE error code related to the motor. The agent verified the repair request and informed the customer about the 10-year warranty on the motor. The customer was advised to contact an authorized service center and was informed that only the compressor part would be refunded under warranty, while labor costs would be out-of-pocket. The customer does not have the original purchase receipt, and the agent suggested alternative documentation. The next steps involve the customer deciding whether to book an engineer or purchase a new unit while awaiting confirmation on warranty coverage without the original receipt.

[Request] DONE DOCU AND TASK

CNU250929420852

Surname : PEDRO CARVALHO

Mobile Number : 07734886011

Post Code : NR20 3TT

1st Line of Address : 14 Honeysuckle Drive, DEREHAM, NR20 3TT, GB

Email Address : pedropcarvalho@aol.com

Model # : GSXV91MCAE.AMCQEUR

Serial # : 202TRHZ1E425

DOP : 02/08/2022

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] FRIDGE BROKEN GLASS DOOR

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about replacement of broken glass door on LG American fridge freezer. [Product Symptom]

• Symptom: Broken glass door on the knock knock feature of the fridge.
• Timeline/Duration: Broken recently due to accidental damage.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased approximately three years ago. [Agent Solutions]

1. Verify Product Details: Confirmed the product is an LG American fridge freezer with a knock knock door feature.

2. Assess Damage: Customer explained that only the glass door is broken, and the internal components are functioning properly.

3. Check Replacement Options: Discussed whether the glass can be replaced independently or if the entire door needs replacement.

4. Request Customer Information: Asked for customer’s surname and postal code to check account details.

[Final Resolution]

• Next steps include checking account details for service options and determining if a technician can replace just the glass. [Service Notes]
• N/A. [Executive Summary] The customer contacted support regarding a broken glass door on their LG American fridge freezer, which was damaged accidentally. The agent confirmed the product details and assessed that only the glass door is affected, while the internal components remain functional. The agent requested customer information to check account details and explore replacement options. Next steps involve determining the feasibility of replacing just the glass or the entire door.

[AI Summary]

[Contact Reason]

• Customer inquiring about replacement of broken glass door on an LG American fridge freezer. [Product Symptom]

• Symptom: Broken glass door on the right side of the fridge freezer. Glass door shattered due to accidental damage.
• Timeline/Duration: Purchased approximately three years ago.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Appliance purchased through AO, under 10-year warranty for compressor only. [Agent Solutions]

1. Verify Purchase: Agent confirmed purchase details and warranty status.

2. Check Replacement Options: Agent checked if only the glass could be replaced.

3. Coordinate with Support: Agent attempted to coordinate with support for local engineer options.

4. Inform Customer: Agent informed customer that the entire door needs replacement, not just the glass.

5. Provide Local Engineer Contact: Agent offered to send contact information for a local authorized service center via SMS.

[Final Resolution]

• Customer advised to contact local engineer for door replacement. Agent sent contact information via SMS. [Service Notes]
• Customer has previously used the recommended service center for appliance repairs. [Executive Summary] The customer contacted support regarding a broken glass door on their LG fridge freezer, which was damaged accidentally. The agent verified the purchase details and warranty status, informing the customer that the entire door must be replaced, not just the glass. The agent provided contact information for a local authorized service center and sent it via SMS. The customer was satisfied with the information provided and confirmed receipt of the SMS.

[Request] DONE DOCU AND TASK

CNU250929421614

Surname : CRITCHLEY

Mobile Number : 07769642827

Post Code : GL20 6DD

1st Line of Address : 1 Lynworth Lane, Twyning TEWKESBURY, GL20 6DD, GB

Email Address : critchleylewis@hotmail.co.uk

Model # : F4V309WNW.ABWQPUK

Serial # : 208PWPLKT272

DOP : 27/08/2022

Retailer : GILLMANS

[Customer Issues] ENGINEER JUST COME TODAY WATER DISPENSER IS LEAKING ENGINEER DISCONNECT AND DID NOT CONNECT THE PIPE PROPERLY.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer following up on a repair issue with the washing machine. Water dispenser leaking after recent repair. [Product Symptom]

• Symptom: Water leaking from the washing machine's water dispenser. Hose not connected properly.
• Timeline/Duration: Issue occurred after the engineer's visit today.
• Environment: Not Specified.
• Self-troubleshooting: Customer attempted to contact the engineer directly.
• History: Engineer visited today to repair the washing machine, but the water dispenser issue arose post-repair. [Agent Solutions]

1. Verify Repair: Agent confirmed the engineer's visit and the repair performed on the washing machine.

2. Identify Issue: Agent noted that the hose for the water dispenser was not connected properly, causing leakage.

3. Arrange Follow-up: Agent discussed sending the engineer back to address the leaking issue.

[Final Resolution]

• Engineer to be sent back to fix the water dispenser issue. Customer to contact the engineer directly for immediate assistance. [Service Notes]
• Customer expressed urgency for the engineer to return due to water leakage. [Executive Summary] The customer contacted support to follow up on a washing machine repair, reporting a leak from the water dispenser after the engineer's visit. The agent verified the repair and identified that the hose was not connected properly, leading to the issue. The agent arranged for the engineer to return to resolve the problem. The customer was advised to contact the engineer directly for a prompt response.

[AI Summary]

[Contact Reason]

• Customer following up on repair of washing machine. Water dispenser leaking after recent service. [Product Symptom]

• Symptom: Water leaking from the dispenser; hose not connected properly.
• Timeline/Duration: Issue occurred after engineer's visit today.
• Environment: Not Specified.
• Self-troubleshooting: Customer attempted to contact the engineer directly.
• History: Recent repair performed by engineer; washing machine was functional before the visit. [Agent Solutions]

1. Verify Repair: Agent confirmed the engineer's visit and the issue with the water dispenser.

2. Request Engineer Return: Agent informed customer that an email would be sent to the authorized service center to request the engineer's return.

3. Confirm Details: Agent verified customer’s email and mobile number for communication.

4. Check Purchase Location: Agent confirmed the purchase location as Gilman's.

[Final Resolution]

• Email sent to authorized service center for engineer's return. Awaiting appointment confirmation. [Service Notes]
• Engineer's report needed for follow-up visit. No parking permit required at the location. [Executive Summary] The customer contacted support to follow up on a leaking water dispenser after a recent washing machine repair. The agent verified the issue and confirmed the engineer's visit. An email was sent to the authorized service center to request the engineer's return for further inspection. Customer's contact details were confirmed, and no parking permit is required for the service visit. Awaiting confirmation of the next appointment.

[AI Summary]

[Contact Reason]

• Customer reports washing machine leaking after recent engineer visit. [Product Symptom]

• Symptom: Washing machine leaking water, suspected improper connection by the engineer.
• Timeline/Duration: Issue occurred after the engineer's visit today.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Engineer visited today to fix the washing machine. [Agent Solutions]

1. Verify Ticket: Agent confirmed customer identity and ticket details.

2. Request Appointment: Agent requested an email to the authorized service center for the soonest appointment for a follow-up visit.

3. Await Engineer's Report: Agent informed customer that the engineer's report is pending and will be sent to the service center.

[Final Resolution]

• Appointment request sent for follow-up visit. Awaiting engineer's report. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a leaking washing machine after an engineer's visit earlier today. The agent verified the ticket and requested an appointment for a follow-up visit while awaiting the engineer's report. The customer expressed frustration over the unresolved issue but acknowledged the agent's assistance. Next steps involve waiting for the service center's response regarding the appointment.

[Request]

CNU250929421974

Surname : WILLIAMS

Mobile Number : 07555600484 / 07919206158

Post Code : SE1 3DJ

1st Line of Address : Flat 14 Tomson House St. Saviours Estate, LONDON, SE1 3DJ, GB

Email Address : willamsgeraldine985@gmail.com

Model # : F4T209WSE.ABWQMUK

Serial # : 402V0LH00288

DOP : 02/02/2024

Retailer : CUSTOM ELECTRONIC DESIGN LTD

[Customer Issues] LG WASHER LAST YEAR DOMEX CUSTOMER NEEDS TO WAIT FOR 2 WEEKS 25372326

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing issues with washing machine purchased less than a year ago. Fault reported, parts ordered, and delays in repair service. [Product Symptom]

• Symptom: Washing machine faulty, requiring parts replacement. Customer has been waiting for repairs and parts for over three weeks.
• Timeline/Duration: First occurrence less than a year ago; ongoing issues for more than three weeks.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased less than a year ago; previous engineer visit for fault check. [Agent Solutions]

1. Reference Number Request: Agent requested the reference number for the repair to check the account.

2. Verification of Reference Number: Customer provided reference number; agent confirmed it should start with CNU or RNU.

3. Serial Number Request: Agent requested the serial number of the washing machine for further assistance.

4. Serial Number Verification: Customer provided serial number; agent verified it in the system.

5. Account Check: Agent checked the account status but found no account linked to the provided serial number.

6. Documentation: Agent documented the information and prepared to contact the repair department for further assistance.

[Final Resolution]

• Agent to contact repair department for further assistance regarding the washing machine issue. Awaiting response from the repair department. [Service Notes]
• Customer has three children, including a two-year-old. Customer expressed significant frustration with the repair process and delays. [Executive Summary] The customer reported a fault with their washing machine purchased less than a year ago, experiencing delays in repairs and parts replacement for over three weeks. The agent requested and verified the reference and serial numbers but found no account linked to the serial number. The agent documented the information and will contact the repair department for further assistance. The customer expressed dissatisfaction with the service and repair timeline.

[AI Summary]

[Contact Reason]

• Customer experiencing issues with washing machine purchased last year. Fault reported, parts needed for repair. [Product Symptom]

• Symptom: Washing machine faulty, requires parts replacement. Customer has been waiting for over three weeks for repairs.
• Timeline/Duration: First occurrence not specified; waiting for parts for over three weeks.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased last year, previous engineer visit for fault check. [Agent Solutions]

1. Request Reference Number: Agent asked for the repair reference number to check the account.

2. Verify Reference Number: Customer provided reference number; agent confirmed it should start with CNU or RNU.

3. Request Serial Number: Agent requested the washing machine's serial number for verification.

4. Verify Serial Number: Customer provided serial number; agent attempted to check the account.

5. Document Information: Agent documented the information and checked with the repair department.

[Final Resolution]

• Agent to check with repair department regarding the washing machine issue. No immediate resolution provided during the call. [Service Notes]
• Customer has three children, including a two-year-old. Customer expressed urgency for repair due to family needs. [Executive Summary] The customer contacted support regarding a faulty washing machine purchased last year, expressing frustration over the delay in repairs and parts replacement. The agent performed several verification steps, including requesting the repair reference and serial numbers. The agent documented the information and indicated they would check with the repair department for further assistance. No immediate resolution was achieved during the call, and the customer’s situation was noted for future reference.

[AI Summary]

[Contact Reason]

• Customer inquiring about the status of a repair and parts order. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Status Update: Informed customer that parts are still being ordered by the engineers for the repair.

2. Appointment Request: Explained that once parts are received, an email will be sent to request the soonest appointment for the next visit.

3. Clarification: Stated that the engineers will provide specific information regarding the parts and repair timeline.

[Final Resolution]

• Customer will receive an update once the parts are received. Appointment will be scheduled thereafter. [Service Notes]
• Customer expressed dissatisfaction with the repair process and the engineer's initial assessment. Mentioned having children and the impact of delays on family. [Executive Summary] The customer contacted support to inquire about the status of a repair and parts order. The agent provided an update indicating that the engineers are still in the process of ordering necessary parts. The agent assured the customer that they would be notified once the parts are received and an appointment would be scheduled. The customer expressed disappointment with the service and the engineer's initial assessment, highlighting the impact of the delays on their family. The agent maintained a professional demeanor throughout the conversation.

[Request] DONE DOCU AND TASK

CNU250929422505

Surname : BARNES

Mobile Number : 07581420865

Post Code : FY17 5PY

1st Line of Address : Bryn Bedw, Trefeglwys, CAERSWS, SY17 5PY, GB

Email Address : zoecsgh@hotmail.co.uk

Model # : F4V309WNW.ABWQWUK

Serial # : 210PWYCKT530

DOP : 30/10/2023

Retailer : BJs Electrical

[Customer Issues] WASHER TRIPPING THE ELECTRICITY LAST SATURDAY

No parking permit needed.

Unit is plugged in directly to the wall outlet and not using extension block. Tumble Dryer was plugged in to the same wall outlet with the washer. Customer replaced the fuse. No error codes. No leakage. No noise. Customer tried to plug in the washer to the other wall outlets however Issue persists.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing washing machine tripping house electric. Requesting to book a repair. [Product Symptom]

• Symptom: Washing machine trips the house electric when in use.
• Timeline/Duration: Issue started last Saturday.
• Environment: Not Specified.
• Self-troubleshooting: Changed the fuse in the washing machine, attempted to plug into a different outlet.
• History: Purchased on October 30, 2023, from BJ's Electrical. [Agent Solutions]

1. Account Creation: Created an account for the customer to assist with the issue.

2. Verification: Collected customer details including name, mobile number, postcode, and email address.

3. Serial Number: Obtained and verified the serial number of the washing machine.

4. Purchase Information: Confirmed purchase date and location.

5. Parking Permit Inquiry: Asked if a parking permit is needed for technician access; confirmed no permit required.

6. Power Source Check: Verified that the washing machine is plugged directly into the wall outlet, not using an extension block.

7. Appliance Sharing Inquiry: Inquired if other appliances share the same power group; confirmed tumble dryer shares the same outlet but only the washing machine trips the electric.

8. Error Code Check: Asked if the washing machine shows any error codes; confirmed no error codes present.

9. Leakage/Noise Check: Inquired about any leakage or noise; confirmed no leakage or noise observed.

[Final Resolution]

• Repair service scheduled for washing machine. Customer to try plugging into a different outlet before technician visit. [Service Notes]
• Customer's washing machine is new, purchased recently. No prior repair history mentioned. [Executive Summary] The customer reported that their washing machine is tripping the house electric and requested a repair. The issue began last Saturday, and the washing machine was purchased on October 30, 2023. The agent created an account, verified customer details, and gathered information about the washing machine, including its serial number and purchase location. The customer confirmed that the washing machine is plugged directly into the wall outlet and does not show any error codes or leakage. A repair service has been scheduled, and the customer was advised to try a different outlet before the technician's visit.

[AI Summary]

[Contact Reason]

• Washing machine tripping house electric. Customer requesting repair booking. [Product Symptom]

• Symptom: Washing machine trips electrical circuit when in use.
• Timeline/Duration: Issue started last Saturday.
• Environment: Not Specified.
• Self-troubleshooting: Changed fuse in washing machine, attempted different plug.
• History: Purchased on October 30, 2023, from BJ's Electrical. [Agent Solutions]

1. Account Creation: Created an account for customer assistance.

2. Verification: Collected customer details including name, mobile number, postcode, and email address.

3. Serial Number Request: Requested and verified the washing machine's serial number.

4. Purchase Date Confirmation: Confirmed purchase date as October 30, 2023.

5. Parking Permit Inquiry: Inquired about parking permit requirements; confirmed none needed.

6. Power Source Check: Confirmed washing machine is plugged directly into wall outlet, no extension block used.

7. Appliance Sharing Inquiry: Confirmed tumble dryer shares the same outlet but only washing machine trips the circuit.

8. Error Code Check: Confirmed no error codes displayed on the washing machine.

9. Leakage/Noise Check: Confirmed no leakage or unusual noise from the washing machine.

10. Repair Booking: Scheduled repair and informed customer that engineer will contact directly for visit details.

1

1. Proof of Purchase Request: Requested proof of purchase and serial sticker via SMS link for documentation.

[Final Resolution]

• Repair service scheduled. Customer to provide proof of purchase via SMS link. Engineer will contact for visit details within two business days. [Service Notes]
• N/A [Executive Summary] The customer reported that their washing machine is tripping the electrical circuit, with the issue starting last Saturday. The agent created an account, verified customer details, and confirmed the washing machine's serial number and purchase date. After checking for potential issues, the agent scheduled a repair and requested proof of purchase via SMS. The engineer will contact the customer within two business days for further arrangements. The repair is covered under warranty as the purchase was made within the last two years.

[Request] WILL BOOK

Surname :

Mobile Number : 02088798594

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] TV REGISTRATION

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer calling to register a guarantee for a 55-inch LG TV. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]
• N/A - No Troubleshooting Steps Taken [Final Resolution]
• Customer requested to register the guarantee for the TV. [Service Notes]
• N/A [Executive Summary] The customer contacted LG customer service to register a guarantee for a 55-inch LG TV. The agent confirmed the purpose of the call was for guarantee registration. No troubleshooting steps were taken as the inquiry was non-technical. The next steps involve completing the guarantee registration process.

[AI Summary]

[Contact Reason]

• Customer calling to register a guarantee for a 55-inch LG TV. [Product Symptom]
• Symptom: Customer mentioned there are definite problems with the television. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Not Specified. [Agent Solutions]

1. Transfer to TV Department: Customer was informed they would be transferred to the department handling televisions for proper assistance with guarantee registration.

[Final Resolution]

• Transfer to television department for guarantee registration. [Service Notes]
• N/A [Executive Summary] The customer contacted LG customer service to register a guarantee for a 55-inch LG TV and mentioned experiencing problems with the television. The agent confirmed the request and initiated a transfer to the appropriate department for further assistance. The transfer was completed to ensure the customer received the necessary support for the guarantee registration.

[Request] SYMPTOMS SHOWED UP AFTER I TRANSFERRED THE CIUSTOMER AND ENDED THE CALL

CNU250929423259

Surname : ELAM

Mobile Number : 07810181538

Post Code : CD3 3ES / CV3 3EY

1st Line of Address : 59 Laneside, COVENTRY, CV3 3EY, GB

Email Address : aelam91@hotmail.com

Model # : F4C510WBTN1.ABWQWUK

Serial # : 501PWWHM8057

DOP : 23/02/2025

Retailer : CURRYS

[Customer Issues] WASHER RUBBER IS DEFORMED A MONTH RINSE AND SPIN CYCLE IS FILLING UP WITH TOO MUCH WATER UE ERROR TODAY

No parking permit needed.

Inlet and outlet pipes doesn't have any visible damage. No leakage. Unit still draining properly. Cleaned filter. Drain hose doesn't have any length extension to it. Unit is properly leveled. Unit wash a normal loads. Unplugged and plug in. Issue persists.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reporting issues with washing machine; rubber gasket deformed, excessive water during rinse and spin cycle, and UE error code. [Product Symptom]

• Symptom: Deformed rubber gasket around the drum, excessive water filling during rinse and spin cycle, UE error code indicating unbalanced load.
• Timeline/Duration: Rubber issue for about four months; UE error occurred this morning.
• Environment: Not Specified.
• Self-troubleshooting: Turned off and restarted rinse and spin cycles multiple times.
• History: Purchased unit from retailer within the year; still under warranty. [Agent Solutions]

1. Verify Error Code: Confirmed UE error code indicates unbalanced load.

2. Confirm Customer Details: Collected updated address and email information.

3. Discuss Warranty Coverage: Explained that the rubber gasket is not covered under warranty; only manufacturing defects are covered.

4. Provide Repair Cost: Quoted £125 for gasket replacement; labor covered under warranty for other issues.

5. Clarify Warranty Terms: Explained warranty covers parts and labor for manufacturing defects, not wear and tear or accessory parts.

[Final Resolution]

• Customer informed about repair costs for gasket replacement; warranty covers other issues. Customer considering options for gasket replacement. [Service Notes]
• Customer has a two-year warranty; rubber gasket issue may not be a manufacturing defect. [Executive Summary] The customer contacted support regarding issues with their washing machine, specifically a deformed rubber gasket, excessive water during rinse and spin cycles, and a UE error code. The agent confirmed the error code and collected updated customer information. The agent explained that the gasket is not covered under warranty, while other issues may be. A repair cost of £125 for the gasket replacement was provided. The customer is considering alternatives for the gasket replacement.

[AI Summary]

[Contact Reason]

• Customer reporting issues with washing machine; rubber gasket deformed, excessive water during rinse and spin cycles, and UE error code. [Product Symptom]

• Symptom: Deformed rubber gasket around the drum, excessive water filling during rinse and spin cycles, UE error code indicating unbalanced load.
• Timeline/Duration: Rubber issue for about a month; UE error occurred during recent use.
• Environment: Not Specified.
• Self-troubleshooting: Customer attempted to turn off and restart the machine, cleaned the filter.
• History: Purchased unit recently from a retailer; under warranty. [Agent Solutions]

1. Verify Issue: Confirmed customer reported deformed rubber gasket and excessive water filling.

2. Explain Error Code: Clarified UE error code indicates unbalanced load.

3. Warranty Coverage: Explained that gasket replacement is not covered under warranty; only manufacturing defects are covered.

4. Provide Repair Cost: Quoted £125 for gasket replacement; labor covered under warranty.

5. Discuss Alternatives: Customer expressed intent to source gasket independently for lower cost.

6. Schedule Repair: Agreed to book repair for UE error and excessive water filling; informed customer of priority service timeline.

[Final Resolution]

• Scheduled repair for UE error and excessive water filling; customer to source gasket independently. Labor for repair covered under warranty. [Service Notes]
• Customer recently moved; new address provided. No parking permit required for service visit. [Executive Summary] The customer contacted support regarding issues with their washing machine, including a deformed rubber gasket, excessive water during rinse and spin cycles, and a UE error code. The agent confirmed the issues and explained that while the labor for repairs is covered under warranty, the gasket replacement would incur a charge of £125. The customer opted to source the gasket independently. A repair appointment was scheduled for the UE error and water filling issue, with the customer informed of the priority service timeline.

[Request] DONE TAG TO WG TEMP AND TASK

CNU250929423676

Surname : CURTIS

Mobile Number : 01470511226

Post Code : IV55 8WN

1st Line of Address : 5 Feriniquarrie Glendale ISLE OF SKYE, IV55 8WN, GB

Email Address : paul.curtis.skye@gmail.com

Model # : F4V310WNE.ABWQWUK

Serial # : 205PWDEKG626

DOP : 31/08/2022

Retailer : CURRYS

[Customer Issues] LEAKING UNDERNEATH

No parking permit needed. Extended Warranty:

No error codes. Unit is properly leveled. Inlet and outlet pipes doesn't have any visible damage to it or cuts. Issue persists.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about a repair for a washing machine experiencing leakage. [Product Symptom]

• Symptom: Leakage from the bottom of the washing machine.
• Timeline/Duration: A few weeks ago; exact date not specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Not Specified. [Agent Solutions]

1. Verify Customer Information: Confirmed customer reference number and account details.

2. Request Proof of Purchase: Informed customer to provide proof of purchase and a video of the issue via email.

3. Document Issue: Noted the leakage issue and requested additional information regarding the washing machine.

4. Ask for Serial Number: Customer provided the serial number for the washing machine.

5. Confirm Email Address: Verified customer's email address for communication.

6. Check for Error Codes: Customer confirmed no error codes present on the unit.

7. Verify Unit Leveling: Customer confirmed the washing machine is properly leveled.

8. Inspect Inlet and Outlet Pipes: Customer reported no visible damage to the pipes.

9. Confirm Warranty Status: Checked warranty status; confirmed no extended warranty.

[Final Resolution]

• Customer to check email for a link to upload proof of purchase and video. Follow-up expected within 1-2 business days. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a washing machine with a leakage issue that started a few weeks ago. The agent verified the customer's information and requested proof of purchase along with a video of the issue to be sent via email. The customer confirmed no error codes and that the unit is properly leveled with no visible damage to the pipes. The agent confirmed the warranty status and informed the customer to expect an email for further action within 1-2 business days.

[AI Summary]

[Contact Reason]

• Customer inquiring about a repair for a washing machine. [Product Symptom]

• Symptom: Leakage from the bottom of the washing machine.
• Timeline/Duration: More than a week ago.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Previous request for proof of purchase and a video of the issue. [Agent Solutions]

1. Account Verification: Agent requested customer reference number and surname for account access.

2. Proof of Purchase Request: Agent informed customer about the need for proof of purchase and a video of the issue.

3. Email Follow-up: Agent explained that an email with a link for uploading the video would be sent, but customer has not received it.

4. Timeframe for Email: Agent stated it would take 1-2 business days for the email to arrive.

[Final Resolution]

• Customer to wait for an email with a link to upload the video and proof of purchase. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a washing machine repair due to leakage from the bottom of the unit, which was first noticed over a week ago. The agent verified the customer's account and reiterated the need for proof of purchase and a video of the issue. The customer has not received the promised email with the upload link and was informed it would take 1-2 business days to arrive. The next steps involve the customer waiting for the email to proceed with the repair process.

[Request] REQUESTED TO SENT EMAIL, WILL REGISTER AND BOOK

CNU250929424044 / CNU250929424202

Surname : JOHN

Mobile Number : 07803310341

Post Code : TN25 6FH

1st Line of Address : 3 Tylle Place Sellindge Ashford TN25 6FH

Email Address : jissjoban@gmail.com

Model # : GSXE90EVAD.AEVQLGU

Serial # : 412TRZYCQ477

DOP : 18/05/2025

Retailer : CURRYS

[Customer Issues]

Temperature on the freezer is no lights at all and fridge is - 23. Customer can still hear the compressor running. No foods that is blocking the air vents. Door gasket doesn't have any visible damage or cuts. Doors still closing properly. Unit has a proper spacing in the sides and at the back for ventilation. No frost build up. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing cooling issues with LG fridge freezer. Requesting assistance for repair. [Product Symptom]

• Symptom: Entire unit not cooling; freezer at -23°C, fridge showing no temperature.
• Timeline/Duration: Ongoing for a couple of days; issue started over the weekend.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Recently purchased; warranty and insurance mentioned. [Agent Solutions]

1. Verify Temperature: Checked current temperatures; freezer at -23°C, fridge not displaying temperature.

2. Explain Temperature Settings: Informed customer that fridge should not be at negative temperatures; recommended proper settings.

3. Request Postcode Addition: Noted that postcode not in system; initiated request for addition.

4. Discuss Repair Process: Explained that repair booking depends on postcode approval; estimated timeframe for engineer contact within two business days.

5. Advise on Water Leakage: Instructed customer to turn off power supply to stop water leakage.

6. Confirm Compressor Operation: Asked if compressor is running; customer confirmed it is making noise but not cooling.

7. Check for Blockages: Inquired about food blocking air vents; customer confirmed no blockages.

8. Inspect Door Gasket: Asked about visible damage to door gasket; customer confirmed no damage.

9. Verify Door Closure: Confirmed that doors are closing properly.

10. Check Ventilation Space: Confirmed proper spacing for ventilation.

1

1. Inquire About Frost Build-Up: Asked about frost build-up; customer confirmed none.

2. Request Serial Number: Instructed customer on how to find serial number; customer provided it.

3. Verify Contact Information: Confirmed mobile number and email address for follow-up.

[Final Resolution]

• Requested postcode addition for repair booking. Engineer contact expected within two business days. Customer advised on stopping water leakage. [Service Notes]
• N/A [Executive Summary] Customer reported that the LG fridge freezer is not cooling, with the freezer at -23°C and the fridge showing no temperature. The agent verified the temperatures and explained the proper settings. The postcode was not in the system, prompting the agent to request its addition, with an expected engineer contact within two business days. The customer was advised on how to stop water leakage and provided necessary information for follow-up. No immediate troubleshooting steps were taken beyond verification and information gathering.

[AI Summary]

[Contact Reason]

• Customer experiencing cooling issues with LG fridge freezer. Requesting assistance for repair. [Product Symptom]

• Symptom: Entire unit not cooling; freezer at -23°C, fridge showing no temperature.
• Timeline/Duration: Ongoing for a couple of days; issues noted over the weekend.
• Environment: Not Specified.
• Self-troubleshooting: Customer attempted to adjust settings without success.
• History: Previous contact with customer service; no notes recorded by the last representative. [Agent Solutions]

1. Verify Temperature: Asked customer for current temperatures in fridge and freezer.

2. Explain Temperature Settings: Informed customer that fridge should not be at negative temperatures; ideal range is 3-5°C for fridge and -18°C for freezer.

3. Request Postcode Addition: Noted that customer's postcode was not in the system; initiated request for addition.

4. Inform on Repair Process: Explained that repair booking will occur after postcode approval; estimated one business day for approval.

5. Discuss Repair Timeline: Clarified that engineer will contact customer within two business days after postcode approval for scheduling.

6. Advise on Water Leak: Instructed customer to turn off power supply to stop water leak.

[Final Resolution]

• Postcode addition requested; repair booking pending approval. Engineer will contact customer within two business days for scheduling. Customer advised on how to stop water leak. [Service Notes]
• N/A [Executive Summary] Customer reported that the LG fridge freezer is not cooling, with the freezer at -23°C and the fridge showing no temperature. The issue has persisted for a couple of days, with previous attempts to resolve it unsuccessful. The agent verified the temperatures, explained the proper settings, and initiated a request to add the customer's postcode to the system for repair scheduling. The customer was informed that an engineer would contact them within two business days after the postcode is approved. Additionally, the agent provided instructions to stop a water leak from the fridge.

[AI Summary]

[Contact Reason]

• Inquiry about care and repair insurance for fridge freezer. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Provide Retailer Contact Number: Informed customer to contact the retailer directly for care and repair inquiries. Provided the number 0344 556 1010 followed by triple 0.

[Final Resolution]

• Customer advised to contact the retailer for care and repair inquiries. [Service Notes]
• N/A [Executive Summary] The customer contacted LG customer service regarding care and repair insurance for their fridge freezer. The agent provided the customer with the retailer's contact number for further assistance. The customer was advised to reach out to the retailer directly for their inquiry. No technical troubleshooting was performed as the inquiry was non-technical in nature.

[Request] WILL BOOK ONCE THE POSTCODE HAS BEEN ADDED

CNU250929424589 RNU250929035275

Surname : PHILLIPS

Mobile Number : 07762141034

Post Code : LE7 7RQ

1st Line of Address : 6 Furrow Close, LEICESTER, LE7 7RQ, GB

Email Address : davephillipstransport@msn.com

Model # : GSX960MCVZ.AMCQLGU

Serial # : 001TRSE0V774

DOP : 01/01/2020

Retailer : BUNNY gotham nothingham

[Customer Issues]

Cleaned the back. Unit is plumbed in. Noise is happening when after closing the door the noise is on the back top part of the unit. Unit temperature in the freezer is -24 and fridge 6. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquired about a noisy fridge and requested information on repair options. [Product Symptom]

• Symptom: Fridge makes a groaning noise when the compressor kicks in after closing the door. Noise is louder than before.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Customer checked the back of the fridge and cleaned the vents.
• History: Unit is out of warranty; purchased from an appliance warehouse. [Agent Solutions]

1. Verify Issue: Agent confirmed the noise issue and asked for details about the sound.

2. Document Details: Agent noted the noise is coming from the top of the fridge, near the vents.

3. Temperature Check: Customer reported freezer temperature at -24 and fridge at 6.

4. Discuss Repair Options: Agent explained the chargeable repair process and costs involved.

5. Confirm Purchase Location: Customer confirmed the fridge was purchased from an appliance warehouse.

6. Transfer to Payment Department: Agent prepared to transfer the customer for payment processing.

[Final Resolution]

• Customer agreed to proceed with the chargeable repair. Agent to transfer to payment department for scheduling and payment. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a noisy fridge, specifically a groaning sound when the compressor activates. The agent confirmed the issue and documented the details, including the temperature readings. The customer was informed about the chargeable repair process due to the unit being out of warranty. The agent prepared to transfer the customer to the payment department for further processing. The next steps involve scheduling the repair after payment confirmation.

[Request] DONE TRANSFER, BOOKING AND TASK

CNU250929425565

Surname : EBRAHIM

Mobile Number : 07800957737

Post Code : WV4 5AQ

1st Line of Address : 61 Patricia Avenue, WOLVERHAMPTON, WV4 5AQ, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] there's no hole in the drum and the pipe is also off

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reported ongoing leakage issue with washing machine after previous repairs. [Product Symptom]

• Symptom: Washing machine leaking from underneath after repairs.
• Timeline/Duration: Issue has persisted for nine days since the initial repair.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Engineer attempted repairs, replaced a pipe, but leakage continues. [Agent Solutions]

1. Verify Account: Customer provided surname and address for account verification.

2. Review Engineer's Report: Confirmed engineer's assessment that the drum is not leaking; leakage is from underneath.

3. Acknowledge Issue: Agent expressed understanding of the inconvenience caused by the ongoing issue.

[Final Resolution]

• Next steps to be determined based on further investigation or additional technician visit. [Service Notes]
• Customer has been without a washing machine for nine days. - Previous engineer could not identify the source of the leak after multiple attempts. [Executive Summary] The customer contacted support regarding a persistent leakage issue with their washing machine, which has continued for nine days despite previous repairs. An engineer had replaced a pipe but could not identify the source of the leak. The agent verified the customer's account and acknowledged the ongoing issue. Next steps will involve further investigation or scheduling another technician visit to resolve the problem.

[AI Summary]

[Contact Reason]

• Customer reported ongoing leakage issue with washing machine after multiple engineer visits. [Product Symptom]

• Symptom: Washing machine leaking water intermittently after repairs. Engineer initially misdiagnosed the issue as a drum problem, later identified a pipe issue but leakage persists.
• Timeline/Duration: Issue reported last week; multiple visits from the engineer over the past nine days.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Engineer visited multiple times; initial diagnosis was incorrect; customer has been without a washing machine for nine days. [Agent Solutions]

1. Verify Account: Customer provided surname and address for account verification.

2. Document Issue: Agent documented the ongoing leakage issue and previous engineer visits.

3. Coordinate with Repair Department: Agent coordinated with the repair department for next steps regarding the unresolved leakage.

4. Discuss Engineer's Findings: Agent summarized engineer's findings that there is no hole in the drum and that the pipe was reattached but leakage continues.

5. Schedule Another Engineer Visit: Customer requested another engineer visit due to unresolved issue; agent agreed to facilitate this.

6. Request Engineer's Report: Agent noted the need for the full engineer's report from the latest visit to understand the diagnosis.

[Final Resolution]

• Agent will coordinate with the repair department for another engineer visit. Customer will receive the engineer's report via email within two business days. [Service Notes]
• Customer has been without a washing machine for nine days, incurring additional costs for laundry services. [Executive Summary] The customer contacted support regarding a persistent leakage issue with their washing machine, which has not been resolved after multiple engineer visits. The agent verified the customer's account and documented the ongoing problem, noting that the engineer initially misdiagnosed the issue. After re-evaluating, the engineer confirmed there is no hole in the drum but could not identify the source of the leak. The agent coordinated with the repair department to schedule another engineer visit and requested the full engineer's report to clarify the diagnosis. The customer will receive the report via email within two business days.

[Request]