28/08 CALLS

CNU250814019924 - ATTA = DONE CNU250818046776 - MR. GILL = SENT an sms for an update and instruction for whats app CNU250819057441 - MS. WATSON = SENT an sms for an update and instruction for whats app CNU250820076692 - BODDU = SENT an sms for an update and instruction for whats app CNU250821080965 - CUNNINGHAM = DONE CNU250821086512 - SINGH = DONE CNU250822089988 - HALLIDAY = DONE TAGGED TO WG TEMP DATED 01/09 CNU250822090269 - ADJEI = DONE TAGGED TO LVL2 CNU250822091151 - MULLER

Surname :

Mobile Number : 07905189735

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports remote control for a recently purchased television has stopped working. [Product Symptom]

• Symptom: Remote control not functioning; unable to switch television on or off.
• Timeline/Duration: Recently purchased, only three weeks old.
• Environment: Not Specified.
• Self-troubleshooting: Changed batteries.
• History: Five-year guarantee on the television. [Agent Solutions]

1. Transfer to Correct Department: Customer was informed they called the wrong department and was transferred to the television handling department.

[Final Resolution]

• Customer transferred to the appropriate department for further assistance with the remote control issue. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a non-functioning remote control for a television purchased three weeks ago, which is under a five-year guarantee. The customer attempted to resolve the issue by changing the batteries but was unsuccessful. The initial agent transferred the customer to the correct department for further assistance. No troubleshooting steps were taken by the first agent.

[Request] DONE TRANFERRED TO HE

CNU250828141183

Surname : KAMARA

Mobile Number : 07803415129 / 07508406536 /

Post Code : BR1 5LL / SE6 1HA

1st Line of Address : 65 Ballamore Road, BROMLEY, KENT, BR1 5LL, GB / 18 Penderry Rise, LONDON, SE6 1HA, GB

Email Address : kamaramohamed433@yahoo.com

Model # : F4C510GBTN1.AMBQPUK

Serial # : 404PNHN08817

DOP : 15/08/2024

Retailer : CURRYS

[Customer Issues] WASHER LEAKAGE UNDER THE UNIT

Drain hose doesn't have any damage and not clogged. Inlet and outlet pipes doesn't have any visible damage or tear. Cleaned the pump filter. No error codes. Unit is properly leveled. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing water leakage from washing machine. Seeking confirmation for repair service. [Product Symptom]

• Symptom: Water leaking from the bottom of the washing machine.
• Timeline/Duration: Occurred the day before the call.
• Environment: Not Specified.
• Self-troubleshooting: Checked the back of the machine; no leaks found there.
• History: Purchased on August 15 of the previous year from Curry. [Agent Solutions]

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

2. Information Gathering: Collected customer’s surname, mobile number, postcode, address, and email address for account setup.

3. Consent Questions: Asked customer for consent to receive emails about goods and services and satisfaction surveys via SMS.

4. Serial Number Inquiry: Inquired about the serial number for the washing machine; customer unable to provide it at the moment.

[Final Resolution]

• Customer to provide serial number for repair booking. Awaiting further information from the customer. [Service Notes]
• N/A [Executive Summary] The customer reported water leakage from their washing machine, which started the day before the call. The agent created an account for the customer and gathered necessary information, including consent for communications. The customer was unable to provide the serial number needed for repair booking. Next steps involve the customer providing the serial number for further assistance. [AI Summary]

[Contact Reason]

• Customer inquired about a leaking washing machine and needed assistance with uploading required documentation for repair booking. [Product Symptom]

• Symptom: Washing machine is leaking.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Customer mentioned previous communication with another representative regarding the issue. [Agent Solutions]

1. Verify Customer Information: Agent requested customer’s surname and address for account verification.

2. Provide WhatsApp Number: Agent provided the WhatsApp number for document submission.

3. Explain Document Upload Process: Agent instructed customer on how to upload documents via WhatsApp, including sending a greeting to initiate the chat with the bot.

4. Request Proof of Purchase: Agent informed customer that proof of purchase is required for repair booking.

5. Suggest Contacting Retailer: Agent suggested customer contact the retailer for a copy of the proof of purchase if needed.

[Final Resolution]

• Customer to send required documents (serial sticker and proof of purchase) via WhatsApp once obtained. No troubleshooting steps taken as the customer needed to gather documentation. [Service Notes]
• Customer mentioned potential delays in obtaining proof of purchase. - Customer has insurance with a retailer and may check for purchase records there. [Executive Summary] The customer contacted support regarding a leaking washing machine and needed help with uploading necessary documentation for repair. The agent verified customer information and provided instructions for submitting documents via WhatsApp. The agent emphasized the need for proof of purchase and suggested contacting the retailer if necessary. The customer agreed to send the required documents once available. No troubleshooting was performed as the customer needed to gather information.

[Request] WILL BOOK THE UNIT FOR A REPAIR WG TEMP UNIT DONE TASK

Surname :

Mobile Number : 07957324210

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer : CURRYS

[Customer Issues] WASHER LOCK THE DOOR

Unplugged and plug in.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing a locked washing machine door. Requesting technician assistance to unlock the door. [Product Symptom]

• Symptom: Washing machine door is locked and cannot be opened.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Unplugged the machine in an attempt to resolve the issue.
• History: Customer mentioned the washing machine was purchased some time ago. [Agent Solutions]

1. Error Code Inquiry: Asked customer if there were any error codes displayed on the washing machine. Customer confirmed no error codes were visible.

2. Technician Referral: Provided contact information for two authorized service centers for technician assistance.

3. Contact Information Provided: Shared the first service center's contact number and the second service center's two contact numbers.

[Final Resolution]

• Customer received contact information for two technicians. No troubleshooting steps were taken to resolve the locked door issue. [Service Notes]
• N/A. [Executive Summary] The customer contacted support regarding a locked washing machine door and requested technician assistance. The agent inquired about error codes but found none displayed. The agent provided contact information for two authorized service centers for the customer to reach out to for further assistance. No troubleshooting steps were performed during the call.

[Request] DONE NO NEED TO DOCU PROVIDE ASC NUMBERS

CNU250828142550

Surname : BATT

Mobile Number : 07843257513

Post Code : BS13 7PE

1st Line of Address : 130 Headley Lane, BRISTOL, SOMERSET, BS13 7PE, GB

Email Address : martb1978@hotmail.com

Model # : DF222FPS.APZQEUK

Serial # : 208KWDJ0V250

DOP : 29/02/2024

Retailer : RELIANT

[Customer Issues] TRIPPING ELECTRICS

Unit is plugged in directly to the wall outlet. Unit doesn't have any extension block. No error codes. Unit is not sharing any other appliance to the same outlet. Customer tried to plugged in and start the Dryer, Washer, Microwave and kettle and its not tripping the electricity. Issue persist.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing issues with dishwasher tripping electricity. Inquiring about warranty coverage and repair service. [Product Symptom]

• Symptom: Dishwasher trips electricity after 5-10 minutes into the cycle. No error codes displayed.
• Timeline/Duration: Issue occurred yesterday; consistent during multiple cycles.
• Environment: Not Specified.
• Self-troubleshooting: Checked electrical connections leading to the dishwasher; confirmed no issues with other appliances.
• History: Previous repair for an inlet error; unable to locate serial number due to potential removal during past repairs. [Agent Solutions]

1. Locate Serial Number: Instructed customer to check the door near the handle for the serial number.

2. Confirm Repair History: Verified previous repair for an inlet error.

3. Check Electrical Setup: Asked if the dishwasher is plugged directly into the wall outlet; confirmed it is.

4. Verify Other Appliances: Inquired about other appliances on the same outlet; confirmed no other appliances are connected.

5. Check for Error Codes: Asked if any error codes were displayed; confirmed none were shown.

[Final Resolution]

• Next steps include checking warranty coverage for repair service. Customer advised to provide serial number once located. [Service Notes]
• Previous repair history noted; potential removal of serial number during past service. No parking permit required for service visit. [Executive Summary] The customer reported that their dishwasher is tripping electricity after 5-10 minutes of operation, with no error codes displayed. The agent confirmed the previous repair history related to an inlet error and guided the customer to locate the serial number. The customer verified that the dishwasher is plugged directly into the wall outlet and that no other appliances are causing the issue. Next steps involve checking warranty coverage for potential repair service.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer inquired about warranty coverage for a dishwasher that has malfunctioned. [Product Symptom]

• Symptom: Dishwasher trips the electrical circuit breaker during operation.
• Timeline/Duration: Issue occurs consistently after 5-10 minutes into the cycle.
• Environment: Not Specified.
• Self-troubleshooting: Customer checked electrical connections and tried different cycles.
• History: Previous repair for an inlet error; customer unable to locate the serial number. [Agent Solutions]

1. Serial Number Inquiry: Agent requested the serial number for warranty verification. Customer could not locate it.

2. Location Guidance: Agent guided customer on where to find the serial number on the dishwasher.

3. Previous Repair Confirmation: Agent confirmed previous repair history related to an inlet error.

4. Electrical Check: Agent inquired about the electrical setup and confirmed the dishwasher is plugged directly into the wall outlet.

5. Error Code Inquiry: Agent asked if any error codes were displayed; customer reported no error codes.

6. Appliance Check: Agent confirmed no other appliances were sharing the same outlet.

7. Purchase Verification: Agent asked for purchase details; customer indicated it was likely bought online.

8. Repair Scheduling: Agent documented the issue and informed the customer that the repair department would contact them within two business days.

[Final Resolution]

• Repair service scheduled; technician will contact customer within two business days. [Service Notes]
• Previous repair history noted; customer has difficulty locating the serial number, possibly due to prior repairs. [Executive Summary] The customer contacted support regarding a malfunctioning dishwasher that trips the electrical circuit breaker during operation. The agent performed several troubleshooting steps, including verifying the serial number and checking the electrical setup. The dishwasher has a history of a previous repair for an inlet error. The agent scheduled a repair service, with a technician expected to contact the customer within two business days. The conversation was handled efficiently, ensuring the customer was informed of the next steps.

[Request] WILL BOOK WG TEMP AND done to task

CNU250828143009

Surname : CARLIN

Mobile Number : 07546719386

Post Code : RH12 5XL

1st Line of Address : 47 Erica Way, HORSHAM, RH12 5XL, GB

Email Address : susancarlin8@gmail.com

Model # : F4C510GBTN1.AMBQPUK

Serial # : 506PNV86839

DOP : 25/08/2025 ORDER AND DELIVERED 28/08/2025

Retailer : CURRYS

[Customer Issues] REGISTER WASHER

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquired about registering a washing machine for a promotional five-year warranty. [Product Symptom]
• Not Specified. [Agent Solutions]

1. Account Creation: Agent initiated account creation for warranty registration.

2. Model Verification: Agent confirmed the washing machine model as F4C5110GBTN

4. Purchase Date Confirmation: Customer confirmed purchase date as August 25, 2025.

5. Customer Information Collection: Agent collected customer’s surname, mobile number, postcode, address, and email for registration.

6. Serial Number Assistance: Agent guided customer on locating the serial number on the washing machine.

7. Serial Number Verification: Customer attempted to provide the serial number; agent verified multiple attempts for accuracy.

8. Purchase Location Confirmation: Agent confirmed the washing machine was purchased online from a retailer.

[Final Resolution]

• Registration process initiated; customer provided necessary information for warranty registration. [Service Notes]
• N/A. [Executive Summary] The customer contacted support to register a washing machine for a promotional five-year warranty. The agent assisted in creating an account and confirmed the washing machine model and purchase date. Customer information was collected, and the agent guided the customer in locating and verifying the serial number. The registration process was initiated successfully, with all necessary details documented. [AI Summary]

[Contact Reason]

• Customer inquiring about registration for extended warranty on washing machine. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Account Creation: Agent created an account for the customer to assist with registration.

2. Information Verification: Verified customer's surname, mobile number, postcode, and email address.

3. Serial Number Assistance: Guided customer on locating the serial number on the washing machine.

4. Serial Number Verification: Attempted to verify the serial number provided by the customer.

5. Registration Completion: Registered the washing machine in the system for a five-year warranty.

6. Confirmation of Registration: Informed customer that the warranty certificate will be sent via email within 10 to 14 weeks.

[Final Resolution]

• Registration completed successfully. Customer will receive warranty certificate via email within 10 to 14 weeks. [Service Notes]
• N/A [Executive Summary] The customer contacted support to register their washing machine for an extended warranty. The agent assisted in creating an account and verifying the customer's information. The agent guided the customer in locating and verifying the serial number. The registration was completed successfully, and the customer was informed that the warranty certificate would be sent via email within 10 to 14 weeks. The call concluded with confirmation of the registration and appreciation from the customer.

[Request] DONE REGISTERING AND SMS DONT ADD TO TASK

CNU250828143783

Surname : HICKMAN

Mobile Number : 07775763209

Post Code : S6 1HN

1st Line of Address : 8 Camborne Road, SHEFFIELD, S6 1HN, GB

Email Address : graham.hickman1949@gmail.com

Model # : GSL460ICEV.ADSQLGT

Serial # : 011TRAR1V632

DOP : 30/01/2022

Retailer : CURRYS

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about the status of refrigerator repair. Confusion regarding notifications about repair scheduling. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Account: Agent requested customer's surname and postcode for account verification.

2. Check Repair Status: Agent confirmed that the required part for the repair is ready.

3. Request Update: Agent coordinated with the department to send an email to the authorized service center for an update on the repair visit date.

4. Await Response: Agent informed the customer that they are waiting for a response from the service center regarding the specific date of the visit.

[Final Resolution]

• Awaiting response from the authorized service center regarding the exact date of the repair visit. Customer advised that the engineer will contact them directly. [Service Notes]
• N/A [Executive Summary]
• Customer contacted regarding confusion over the repair status of their refrigerator. The agent verified the account and confirmed that the necessary part is ready. The agent coordinated with the service department to obtain an update on the repair visit date, but the specific date is still pending. The customer was informed that the engineer would reach out directly with the details.

[Request] DONE

Surname :

Mobile Number : 07772425207

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP : 22/08/2025

Retailer : CURRYS

[Customer Issues] WASHER CURRYS INSTALLED YESTERDAY

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing loud rattling noise from newly installed washing machine during spin cycle. [Product Symptom]

• Symptom: Loud rattling noise from the front plate during spin cycle. Noise stops when pressure is applied to the front.
• Timeline/Duration: First occurrence during the first run after installation.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased on 22 August, installed yesterday. [Agent Solutions]

1. Acknowledgment: Agent acknowledged the noise issue and confirmed the customer’s concern.

2. Return Period Explanation: Agent explained that the unit is still within the return period and suggested contacting the retailer for a replacement.

3. Guidance: Agent advised the customer to reach out to the retailer for further assistance since the issue is within the return timeframe.

[Final Resolution]

• Customer advised to contact the retailer for a potential replacement due to the noise issue. [Service Notes]
• N/A [Executive Summary] The customer reported a loud rattling noise from the front plate of a newly installed washing machine during the spin cycle. The agent acknowledged the issue and explained that the unit is still within the return period, suggesting the customer contact the retailer for a replacement. The customer was informed of the next steps and agreed to reach out to the retailer for further assistance. No troubleshooting steps were taken as the issue was related to the return policy.

[Request] DONE NO NEED TO DOCU

Surname :

Mobile Number : 02088798594

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] TV [Consultation contents] [AI Summary]

[Contact Reason]

• Customer wants to register their television. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Transfer to Television Department: Customer was transferred to the department handling television registrations.

[Final Resolution]

• Customer was transferred to the appropriate department for television registration. [Service Notes]
• N/A [Executive Summary] Customer contacted LG customer service to register their television. The initial agent transferred the customer to the television registration department. The customer provided the purchase date and model number during the call. The transfer was completed to ensure the customer could proceed with the registration process.

[Request] DONE TRANSFERRED TO HE

CNU250828144359

Surname : LIGAYA

Mobile Number : 07500778591

Post Code : E13 0AG

1st Line of Address : 19 Atlas Road, LONDON, E13 0AG, GB

Email Address : ligaya101075@yahoo.co.uk

Model # : GSX961NSVZ.ANSQLGU

Serial # : 908TREW20900

DOP : 03/06/2020

Retailer : VIVUP

[Customer Issues] FRIDGE 03/06/2020 Customer just notice it yesterday

No error codes. Temperature on Freezer -24 and Fridge 3. Compressor still working properly. Door gaskets doesn't have any visible damage or tears. Doors still closing properly. No foods that is blocking the air vents. Issue persists.

No parking permit needed.

229190-3357-8001 INVOICE NUMBER vivup order number NHS

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing issues with LG fridge purchased in June 2020. Fridge and freezer not working properly. [Product Symptom]

• Symptom: Fridge not cooling; freezer temperature at -14°C, fridge at 3°C. No ice in dispenser.

• Timeline/Duration: Noticed issue yesterday; suspected problem for a few days prior.

• Environment: Not Specified.

• Self-troubleshooting: Adjusted temperature settings; attempted to set freezer to -28°C, but it reverted to -14°C.

• History: Purchased in June 2020; first time contacting customer service regarding this issue. [Agent Solutions]

1. Account Creation: Agent offered to create an account for the customer to facilitate service.

2. Information Gathering: Collected customer’s mobile number, postcode, and address for account setup.

3. Temperature Inquiry: Asked about current temperatures in fridge and freezer; confirmed freezer at -14°C and fridge at 3°C.

4. Compressor Check: Inquired if the compressor was running; customer confirmed it was operational.

5. Temperature Adjustment Advice: Suggested adjusting fridge settings to lower temperatures for better cooling.

[Final Resolution]

• Account creation initiated. Customer advised to check temperature settings and monitor compressor operation. Follow-up needed for further troubleshooting. [Service Notes]
• Customer had to dispose of food due to malfunction. Needs assistance with service follow-up. [Executive Summary] The customer reported issues with their LG fridge purchased in June 2020, stating it was not cooling properly. The agent initiated account creation and gathered necessary information while confirming the current temperatures of the fridge and freezer. The compressor was confirmed to be operational. The customer was advised to adjust the temperature settings for better performance. Follow-up actions are required for further troubleshooting.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer experiencing issues with LG fridge purchased in June 2020. Fridge and freezer not cooling properly. [Product Symptom]

• Symptom: Fridge and freezer not cooling; freezer temperature at -14°C, fridge at 3°C. No ice in dispenser.

• Timeline/Duration: Not specified.

• Environment: Not specified.

• Self-troubleshooting: Customer attempted to adjust temperature settings without success.

• History: Purchased in June 2020, first time contacting customer service regarding this issue. [Agent Solutions]

1. Account Creation: Agent offered to create an account for the customer to facilitate service.

2. Information Gathering: Collected customer’s mobile number, postcode, and address for account setup.

3. Temperature Inquiry: Asked about current temperatures of fridge and freezer; confirmed freezer at -14°C and fridge at 3°C.

4. Compressor Check: Inquired if the compressor was running; customer confirmed it was operational.

5. Follow-up Arrangement: Scheduled a callback for further assistance after customer finishes with patients.

[Final Resolution]

• Callback scheduled for further troubleshooting. Customer to provide serial number during the next call. [Service Notes]
• Customer expressed urgency for resolution due to food spoilage. Needs assistance in native language for better understanding. [Executive Summary] The customer contacted support regarding a malfunctioning LG fridge purchased in June 2020, reporting that both the fridge and freezer were not cooling. The agent gathered necessary information and confirmed the operational status of the compressor. A follow-up call was scheduled to provide further assistance after the customer finishes with their patients. The customer emphasized the urgency of the situation due to food spoilage and requested support in their native language for clarity.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer experiencing issues with a freezer not cooling properly. Requesting assistance for repair options. [Product Symptom]

• Symptom: Freezer not cooling; set to negative 24 degrees but remains at one degree.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Reset the freezer to negative 24 degrees; cleaned the unit thoroughly.
• History: Purchased in June 2020; no previous repair history mentioned. [Agent Solutions]

1. Serial Number Inquiry: Asked customer to locate the serial number inside the fridge on the upper left side.

2. Verification of Serial Number: Customer provided serial number for verification.

3. Purchase Information Inquiry: Asked where the unit was purchased; customer was unsure of the retailer.

4. Door Gasket Check: Inquired about visible damage to the door gasket; customer confirmed no visible damage.

5. Air Vents Check: Asked if food was blocking air vents; customer confirmed vents were clear.

6. Error Code Inquiry: Asked if the unit was showing any error codes; customer confirmed no error codes present.

7. Repair Cost Explanation: Explained that repair would be chargeable due to the age of the unit and lack of warranty.

8. Repair Options Discussion: Discussed potential costs for repair and possibility of partial refund if only compressor is faulty.

9. Defrosting Suggestion: Suggested turning off the unit for 48 hours to defrost; customer indicated the freezer was already cleaned.

10. Escalation Attempt: Attempted to escalate the case for possible free repair; customer requested assistance.

[Final Resolution]

• Repair deemed chargeable due to unit age. Customer advised to check home insurance for coverage. Provided contact information for authorized service center. [Service Notes]
• Customer expressed dissatisfaction with the product's performance and repair costs. No additional critical information for service technician noted. [Executive Summary] The customer contacted support regarding a freezer that is not cooling, despite being set to negative 24 degrees. The agent performed several troubleshooting steps, including verifying the serial number, checking for visible damage, and confirming no error codes. The agent explained that the repair would be chargeable due to the unit's age and lack of warranty. The customer was advised to check their home insurance for potential coverage and was provided with contact information for an authorized service center. The customer expressed disappointment with the product's performance and repair costs throughout the conversation.

[Request] DONE AND SEND SMS ADD TO TRACK

CNU250828144856

Surname : BROWN

Mobile Number : 07778580483

Post Code : TW15 2SP

1st Line of Address : 56 Fordbridge Road, ASHFORD, TW15 2SP, GB

Email Address : amandabxx@yahoo.co.uk

Model # : DF455HMS.ABMQEUK

Serial # : 311KWUC35062

DOP :

Retailer :

[Customer Issues] REPLACEMENT DISHWASHER TOP CUTLERY TRAY

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer requesting a replacement for the top cutlery tray of the dishwasher. [Product Symptom]
• Symptom: Customer unable to obtain the replacement part for the top cutlery tray. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Customer has contacted authorized service centers and suppliers. - History: Customer has been informed by suppliers that the part is unavailable. [Agent Solutions]

1. Verify Part: Agent confirmed the part needed is the top cutlery tray.

2. Check Availability: Agent checked with technical experts regarding the part availability.

3. Confirm Service Center: Agent inquired if the customer had contacted an authorized service center.

4. Explain Process: Agent explained that the part must be ordered through an engineer and cannot be directly supplied.

5. Provide Contact Information: Agent offered to send the contact number of an authorized service center via SMS for further assistance.

[Final Resolution]

• Agent provided the customer with the contact number of an authorized service center to request a quotation for the top cutlery tray. [Service Notes]
• Customer has previously contacted multiple service centers regarding the part. - Customer is willing to pay for the replacement part. [Executive Summary] The customer contacted support to request a replacement for the top cutlery tray of their dishwasher. The agent verified the part needed and checked its availability, confirming that it must be ordered through an engineer. The customer expressed frustration over the inability to purchase the part directly. The agent provided the customer with the contact information for an authorized service center to obtain a quotation for the part. The next steps involve the customer reaching out to the service center for further assistance.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer requesting a replacement for the top cutlery tray of the dishwasher. [Product Symptom]
• Symptom: Customer unable to obtain the replacement part for the top cutlery tray. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Customer has contacted authorized service centers and suppliers. - History: Customer has been informed by suppliers that the part is unavailable. [Agent Solutions]

1. Verify Part: Agent confirmed the part needed is the top cutlery tray.

2. Check Availability: Agent checked with technical experts regarding the part availability.

3. Confirm Service Center: Agent inquired if the customer had contacted an authorized service center.

4. Explain Process: Agent explained that the part must be ordered through an engineer and cannot be directly supplied.

5. Provide Contact Information: Agent offered to send the contact number of an authorized service center via SMS for further assistance.

[Final Resolution]

• Agent provided the customer with the contact number of an authorized service center to request a quotation for the top cutlery tray. [Service Notes]
• Customer has previously contacted multiple service centers regarding the part. - Customer is willing to pay for the replacement part. [Executive Summary] The customer contacted support to request a replacement for the top cutlery tray of their dishwasher. The agent verified the part needed and checked its availability, confirming that it must be ordered through an engineer. The customer expressed frustration over the inability to purchase the part directly. The agent provided the customer with the contact information for an authorized service center to obtain a quotation for the part. The next steps involve the customer reaching out to the service center for further assistance.

[Request] DONE PROVDED THE ASC NUMBER FOR HER TO GET QUOTATION

CNU250828145324

Surname : BECKFORD

Mobile Number : 07908732882

Post Code :

1st Line of Address :

Email Address : sashamarie1@hotmail.co.uk

Model # : F4X9009TBC.AEBQPUK

Serial # :

DOP : 27/06/2025

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] WASHER Clothes white into black

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing issues with a new washing machine. White clothes turning black after washing. [Product Symptom]

• Symptom: Washing machine turning white clothes black.
• Timeline/Duration: Issue started immediately after delivery.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Recently purchased washing machine. [Agent Solutions]

1. Acknowledgment: Agent welcomed the customer and asked how to assist.

2. Information Gathering: Agent requested customer’s surname and email address.

3. Issue Clarification: Customer explained the problem with the washing machine and requested to speak with a previous agent.

4. Transfer Attempt: Agent informed customer that they cannot transfer directly but can coordinate a callback.

5. Coordination: Agent coordinated the issue for the previous representative to return the call.

[Final Resolution]

• Agent coordinated for the previous representative to call the customer back. Customer agreed to wait. [Service Notes]
• Customer expressed frustration with the washing machine issue and previous communication attempts. [Executive Summary] The customer contacted support regarding a new washing machine that is turning white clothes black. The issue began immediately after delivery. The agent gathered necessary information and attempted to transfer the call to a previous representative but was unable to do so. Instead, the agent coordinated for the previous representative to return the call. The customer agreed to wait for the callback.

[Request] DOCU

Surname :

Mobile Number : 07776987044

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER A WEEK AGO LEAKING UNDERNEATH

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports leaking from a new LG washing machine purchased about a week ago. [Product Symptom]

• Symptom: Water leaking from a hole in the washing machine, not from the pipes.
• Timeline/Duration: Occurred since purchase about a week ago.
• Environment: Not Specified.
• Self-troubleshooting: Checked pipes; confirmed leak is from the machine.
• History: New unit purchased through insurance due to previous washing machine failure. [Agent Solutions]

1. Confirmed Purchase: Verified that the washing machine is a new unit purchased about a week ago.

2. Explained Return Policy: Informed customer about the one-month return period for units purchased through insurance.

3. Suggested Coordination: Recommended customer contact the insurance company for a replacement since the unit is within the return period.

[Final Resolution]

• Customer advised to coordinate with the insurance company for a replacement. No troubleshooting steps taken as the issue is related to the return process. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a leak from a new LG washing machine purchased a week ago through insurance. The agent confirmed the purchase and explained the return policy, advising the customer to coordinate with the insurance company for a replacement. No troubleshooting was performed as the issue pertains to the return process. The call concluded with the customer understanding the next steps to take.

[Request] DONE NO NEED TO DOCU UNIT STILL WITHIN THE RETURN PERIOD

Surname : NUNN

Mobile Number : 07980028035

Post Code : GL54 2GS

1st Line of Address : 2 Pelican Walk, CHELTENHAM, GL54 2GS, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer : CURRYS

[Customer Issues] CNU250828797059 APU

[Consultation contents] MRV250828797059 BER Uplift Letter Sent on 28/08/2025 (RGS-2016-19853)

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer inquiring about verification of uplift number provided by another customer. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Request for CNU: Agent requested the CNU number for verification.

2. Verification of CNU: Agent confirmed the CNU number provided by the customer.

3. Request for mobile number: Agent asked for the customer's mobile number for further verification.

4. Request for surname: Agent requested the customer's surname for account verification.

5. Address verification: Agent confirmed the billing address and requested the delivery address for verification.

6. Request for uplift number: Agent asked for the uplift number provided by the customer.

7. Verification with resolutions team: Agent coordinated with the resolutions team to verify the uplift number.

8. Confirmation of uplift number: Agent confirmed that the uplift number provided by the customer was correct.

[Final Resolution]

• Uplift number verified as correct. Customer provided accurate information. [Service Notes]
• N/A [Executive Summary] The customer contacted regarding the verification of an uplift number that differed in prefix letters. The agent requested necessary details, including CNU, mobile number, surname, and addresses for verification. After coordinating with the resolutions team, the agent confirmed that the uplift number provided by the customer was correct. The issue was resolved with accurate information provided by the customer.

[Request] DOCU

Surname : MODIPA

Mobile Number : 07894558780

Post Code : B32 1SH

1st Line of Address : 17 Rutters Meadow, BIRMINGHAM, WORCESTERSHIRE, B32 1SH, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER LEAKING

[Consultation contents] AI Summary Recommendations [AI Summary]

[Contact Reason]

• Customer reported a leaking washing machine and inquired about sending proof of purchase and serial sticker for repair. [Product Symptom]

• Symptom: Washing machine leaking.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Not Specified. [Agent Solutions]

1. Verification Request: Agent requested customer to provide surname and postal code for account verification.

2. Proof of Purchase Inquiry: Agent asked if the customer had sent the proof of purchase and serial sticker.

3. Link Confirmation: Agent confirmed that the customer could use the provided link to send the proof of purchase.

4. Next Steps Clarification: Agent informed the customer to send the documents and then call back to proceed with registration.

5. Serial Sticker Guidance: Agent instructed the customer on where to find the serial sticker on the washing machine.

[Final Resolution]

• Customer to send proof of purchase and serial sticker via the provided link. Customer will call back once documents are sent. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a leaking washing machine and the need to send proof of purchase and a serial sticker for repair. The agent verified the customer's account and confirmed the process for submitting the required documents. The customer was instructed to send the proof of purchase and serial sticker via a provided link and to call back once completed. No troubleshooting steps were taken as the focus was on document submission.

[Request] DOCU

Surname : RAJU

Mobile Number : 07740563999

Post Code : BR1 4HW

1st Line of Address : 16 ASH

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] COMPRESSOR PART

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about ordering a spare part for a fridge freezer, specifically a compressor. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Initial Inquiry: Customer requested to order a compressor part for the fridge freezer.

2. Transfer to Repair Department: Call transferred to the repair department for further assistance.

3. Part Availability Check: Agent informed customer that compressor parts cannot be ordered directly by customers; only authorized engineers can order them.

4. Clarification on Ordering: Customer's engineer advised them to order the part, but agent reiterated that only authorized service centers can purchase the compressor.

5. Inquiry on Other Parts: Customer asked about purchasing other parts (shelves, handles), agent confirmed that only accessories can be ordered directly.

[Final Resolution]

• Customer informed that compressor parts must be ordered by an authorized engineer. Accessories can be purchased directly. [Service Notes]
• N/A [Executive Summary] The customer contacted the service center to order a compressor for their fridge freezer. The agent explained that compressor parts cannot be ordered directly by customers and must be purchased by authorized engineers. The customer also inquired about purchasing other parts, to which the agent confirmed that only accessories are available for direct purchase. The call was handled without any troubleshooting steps, and the customer was advised on the proper ordering process for the compressor.

[Request] DOCU

Surname : SUNTOKEE

Mobile Number : 07956800693

Post Code : CR4 2HN

1st Line of Address : 34 Elmhurst Avenue, MITCHAM, CR4 2HN, GB

Email Address : ssuntokee@yahoo.com

Model # : GSLC40PYPE.APYQLGU

Serial # : 412TRARD4632

DOP : 17/04/2025

Retailer : CURRYS

[Customer Issues] FRIDGE Water is not cold and ice get stuck

Temperature in Freezer -23 and Fridge 3. Unit is plumed in. Ice isn't frozen together.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing issues with refrigerator; water not cold, ice getting stuck. [Product Symptom]

• Symptom: Water not cold, ice gets stuck on top.
• Timeline/Duration: Issue started after customer returned from hospital; not specified how long the problem has persisted.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased in April 2025; warranty status not confirmed due to lack of receipt. [Agent Solutions]

1. Serial Number Location: Instructed customer to locate serial number inside the fridge, top left part.

2. Verification of Serial Number: Customer provided serial number after assistance.

3. Purchase Date Inquiry: Asked customer for purchase date; customer stated April 2025.

4. Receipt Inquiry: Inquired about receipt; customer unable to provide due to hospitalization.

5. Suggested Contacting Retailer: Advised customer to contact retailer for receipt verification.

6. Problem Description: Gathered details about the refrigerator issues; confirmed water not cold and ice getting stuck.

7. Temperature Check: Asked for current temperatures; customer reported 3 degrees for fridge and -23 for freezer.

8. Water Supply Inquiry: Confirmed if the unit is plumbed in; customer confirmed it is.

9. Ice Maker Functionality: Inquired about ice production; customer reported insufficient ice production.

10. Engineer Appointment: Scheduled a call from an engineer within two business days for further assistance.

[Final Resolution]

• Engineer will call within two business days to schedule a visit for inspection. [Service Notes]
• Customer unable to provide receipt due to hospitalization. - Customer mentioned issues with ice production and water temperature. - No visible damage to the refrigerator noted. [Executive Summary] The customer contacted support regarding refrigerator issues, specifically that the water is not cold and ice is getting stuck. The agent guided the customer to locate the serial number and confirmed the purchase date. The customer was unable to provide a receipt due to hospitalization. The agent gathered detailed information about the symptoms and scheduled a call from an engineer within two business days for further assistance. The conversation included multiple inquiries to document the issue for the technician.

[Request] DOCU

CNU250828147566

Surname : AHMED

Mobile Number : 07588767554

Post Code : NG9 8HP

1st Line of Address : Apartment 11 Tarporley Court Cemetery Road Stapleford Nottingham NG9 8HP

Email Address : suhaibkiddo@gmail.com

Model # : F4Y509GBLA1.AMBQPUK

Serial # : 501PNHNE0577

DOP : 22/08/2025

Retailer : MARKS ELECTRICAL LIMITED D/D

[Customer Issues] OE

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing OE error on washing machine. Seeking assistance for troubleshooting and resolution. [Product Symptom]

• Symptom: OE error message displayed on washing machine during laundry. Customer suspects a drainage issue or faulty pump.
• Timeline/Duration: Recently received product; issue occurred during first use.
• Environment: Not Specified.
• Self-troubleshooting: Customer checked connections, ensured proper installation, and consulted a plumber who confirmed connections were correct.
• History: Product is new, purchased two days ago. [Agent Solutions]

1. Confirm Issue: Agent acknowledged the OE error and confirmed the customer's troubleshooting steps.

2. Verify Customer Information: Agent requested and verified customer's name, phone number, email, and address for account purposes.

3. Discuss Telepresence Option: Agent proposed using telepresence for remote troubleshooting; customer declined and preferred direct assistance.

4. Request Additional Information: Agent asked customer to take pictures of the drain hose and pump filter for further assessment.

[Final Resolution]

• Customer to send pictures of the drain hose and pump filter for further troubleshooting. Agent will proceed with next steps upon receiving images. [Service Notes]
• Customer has a plumber who confirmed all connections are correct. Customer advised not to touch anything further and to contact support directly. [Executive Summary] Customer contacted support regarding an OE error on a newly purchased washing machine. The agent confirmed the issue and verified customer information. A telepresence option was offered but declined by the customer, who preferred direct assistance. The agent requested pictures of the drain hose and pump filter for further troubleshooting. Next steps will be determined after receiving the images.

[AI Summary]

[Contact Reason]

• Customer experiencing an OE error with a recently purchased LG product. Seeking assistance for resolution. [Product Symptom]

• Symptom: OE error code displayed on the unit.
• Timeline/Duration: Purchased on August 22, received the unit two days prior to the call.
• Environment: Not Specified.
• Self-troubleshooting: Checked the connection to the water supply as instructed.
• History: Purchased from Marks Electrical, within the return period. [Agent Solutions]

1. Verify Purchase: Confirmed purchase date and return eligibility.

2. Explain Return Process: Informed customer to contact Marks Electrical for return or replacement since the unit is within the return period.

3. Provide Case Number: Offered case number for reference during communication with Marks Electrical.

[Final Resolution]

• Customer advised to contact Marks Electrical for return or replacement of the unit. Case number provided for reference. [Service Notes]
• N/A [Executive Summary] The customer reported an OE error with a newly purchased LG product. The agent confirmed the purchase date and informed the customer that the unit is still within the return period. The customer was advised to contact Marks Electrical directly for a return or replacement. A case number was provided for reference. No further troubleshooting was performed as the issue falls under the return policy.

[Request] DOCU

CNU250828147994

Surname : WOOLHAM

Mobile Number : 07714628914

Post Code : BD6 1UY

1st Line of Address : 34 Folly Hall Avenue, BRADFORD, YORKSHIRE, BD6 1UY, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about an email regarding an exchange offer for a washing machine. Requesting to speak with the person who sent the email or another representative. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verification Request: Agent requested customer's surname and postcode for verification.

2. Email Inquiry: Agent asked when the customer received the email regarding the exchange offer.

3. Coordination with Resolutions Team: Agent coordinated the issue with the resolutions team and informed the customer of the transfer.

4. Documentation: Agent documented the customer's request for the resolutions team.

5. Transfer Preparation: Agent prepared to transfer the customer to the resolutions team after confirming details.

[Final Resolution]

• Transfer to resolutions team scheduled. Customer informed of the process. [Service Notes]
• Customer expressed concern about receiving a silver washing machine as a replacement. - Case number 7994 noted for reference. [Executive Summary] The customer contacted support regarding an exchange offer for a washing machine and expressed a desire to speak with the original sender of the email or another representative. The agent verified the customer's details and coordinated with the resolutions team for further assistance. The customer was informed about the transfer process and the agent documented the request for the resolutions team. The case number was noted for future reference.

[Request] DOCU

CNU250828148138

Surname : CLARKE

Mobile Number : 07837347997

Post Code : DE56 0FD

1st Line of Address : 12 Sherbourne Drive, BELPER, DE56 0FD, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] ENGINEER

[Consultation contents] [AI Summary]

[Contact Reason]

• Inquiry about options for a fridge freezer deemed not repairable by an engineer. [Product Symptom]
• Symptom: Fridge freezer reported as not repairable by the engineer. - Timeline/Duration: Engineer visit occurred today. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Device used for three and a half years, purchased for 1,600 pounds. [Agent Solutions]

1. Check Engineer Report: Agent confirmed no engineer's report available yet.

2. Inform Customer: Agent explained that the case will be raised for alternative resolution once the report is received.

3. Offer Follow-up: Agent offered to request an update once the engineer's report is available.

[Final Resolution]

• Await engineer's report for further options. Follow-up requested for updates. [Service Notes]
• N/A. [Executive Summary] The customer contacted regarding a fridge freezer that an engineer deemed not repairable. The agent confirmed that the engineer's report was not yet available but assured the customer that the case would be raised for alternative resolution once received. The customer expressed concern over the device's short lifespan of three and a half years and the high purchase cost. The agent offered to follow up with updates once the report is available.

[AI Summary]

[AI Summary]

[Contact Reason]

• Inquiry about options for a fridge freezer deemed non-repairable by an engineer. [Product Symptom]
• Symptom: Fridge freezer reported as non-repairable by an engineer. - Timeline/Duration: Engineer visit occurred today. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Device used for three and a half years, purchased for 1,600 pounds. [Agent Solutions]

1. Check Engineer's Report: Confirmed no report available yet from the engineer.

2. Explain Next Steps: Informed customer that the case will be raised for alternative resolution once the engineer's report is received.

3. Discuss Options: Explained potential options of replacement or refund pending review by LG specialists.

4. Timeline for Updates: Clarified that the engineer's report should be available within one to two business days.

5. Customer Follow-up: Advised customer to call back for updates, as they will be unavailable on Saturday.

[Final Resolution]

• Awaiting engineer's report for further action. Customer to follow up tomorrow for updates. [Service Notes]
• Customer expressed dissatisfaction with the product's failure after a short period. - Customer plans to travel next week and is seeking timely updates. [Executive Summary] The customer contacted support regarding a fridge freezer that an engineer deemed non-repairable. The agent confirmed that the engineer's report was not yet available and explained that the case would be escalated to LG specialists for alternative resolutions, which may include a replacement or refund. The customer expressed concern over the product's failure after only three and a half years of use. The agent advised the customer to follow up the next day for updates on the engineer's report.

[Request] DOCU