_________________________________________ CNU250707653304 Surname : OGG Mobile Number : 07763433802 Post Code : DN15 9NQ 1st Line of Address : 36 Cliff Road, SCUNTHORPE, DN15 9NQ, GB Email Address : susanogg4@gmail.com Model # : F2T208SSE.ADSQMUK Serial # : 405VOYQ03234 DOP : 14/08/2024 Retailer : APPLIANCES ONLINE [Customer Issues] WASHER Customer are disabled and Mr. is have a poor eyesight and health issues Qualified engineer Customer says that the engineer is still a trainee and didn't know ITS A MONTH SINCE THE FIRST LTHEY REPORRTED IT AND THEY CANNOT USE IT AND THEY WERE ALSO REQUESTING FOR THE SOONEST APPOINTMENT HOWEVER THEY WANT THE PROFESSIONAL ENGINEER. [Consultation contents] Telepresence: No Customer advised about Parking Permits: No Service Bulletin: NO Warranty Status: In Warranty Fault: Noise during spin. Troubleshooting: Load is not lumped. Untangle and redistribute. Shipping bolts are removed. Remove anything underneath. Ensure the feet are in proper contact with the floor and are level. Check floor stability. The appliance has the right spacing around the sides and back; it happens when empty. Email: susanogg4@gmail.com Primary Number: 07763433802 Retailer: AO.com [AI Summary] 1. Contact Reason: Customer is calling regarding a faulty LG washing machine purchased less than ten months ago, which has a failing bearing in the main drum. The customer is dissatisfied with the service provided by a trainee technician who assessed the issue. 2. Customer Request: The customer is seeking a replacement washing machine instead of a repair, citing concerns about the technician's competence and the machine's ongoing issues. 3. Agent Solution: The agent explained that a qualified engineer needs to assess the washing machine to determine if it can be repaired. The agent noted the customer's preference for a replacement and assured that the case would be escalated for further review after the engineer's visit. 4. Resolution Acceptance: No. The customer did not accept the proposed solution, expressing frustration over the need for another assessment and reiterating the desire for a replacement. 5. Customer Pain Point: The customer is frustrated with the ongoing issues with the washing machine, the incompetence of the technician, and the inconvenience caused due to health issues affecting both the customer and their spouse. 6. Notable Comments: The customer emphasized their dissatisfaction with the previous technician's performance and requested that only a qualified engineer be sent for the next assessment. They also mentioned the urgency of their situation due to health concerns. [Request] DONE REQUESTED TO SEND AN SMS TO ASC FOR ANOTHER ENGINEERS VISIT _________________________________________ CNU250705637693 Surname : JANICE COULSON Mobile Number : 07506130876 Post Code : DE12 8JB 1st Line of Address : 53 Linton Rd, Rosliston DE12 8JB Email Address : jan_c53@mail.co.uk Model # : FH4A8TDN2.ABWQEUK Serial # : 509PWHSK3993 DOP : Retailer : [Customer Issues] WASHER NOISE WHEN ON THE FAST SPIN A WHILE NOW [Consultation contents] 07/07 B2C [CR]- called the customer, unavailable. Left VM. Please assist the customer and utilize this case once call back. ******************************************************* [Customer] Janice Coulson | DE12 8JB | null | Swadlincote | 53 Linton Rd, Rosliston DE12 8JB [Appointment Preferences] 1st Choice : null (null) 2nd Choice : null (null) 3rd Choice : null (null) [Customer Comments] When in spin mode it makes a real noise. I only the record of purchase on my bank statement. I brought a washer & dryer. [AI Summary] 1. Contact Reason: Customer is calling regarding a repair request for a washing machine that makes excessive noise during the spin cycle, which has been an ongoing issue for some time. 2. Customer Request: Customer seeks assistance in scheduling a repair appointment for the washing machine and inquires about potential costs involved. 3. Agent Solution: Agent verified the customer's account details and informed them that the washing machine is over nine years old, which limits repair options. The agent provided contact information for a local engineer who can assist with repairs and explained the warranty coverage for the direct motor, which can be replaced under warranty. 4. Resolution Acceptance: Yes. The customer accepted the agent's solution to contact the local engineer for repair assistance. 5. Customer Pain Point: Customer expressed frustration about the ongoing issues with the washing machine and concerns about repair costs due to financial constraints. 6. Notable Comments: Customer mentioned that the tumble dryer may also have issues, but they are primarily focused on the washing machine repair at this time. [Request] DONE _________________________________________ Surname : ANJUM Mobile Number : 07590802593 Post Code : HX1 5LQ 1st Line of Address : 5 Cavendish Terrace, HALIFAX, HX1 5LQ, GB Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] WASHER DRYER [Consultation contents] AI Summary Recommendations 1. Contact Reason: Customer is calling regarding a delayed repair for their washer dryer, which has been out of service for an extended period. They reference a previous service booking and express frustration over the ongoing delay in receiving necessary parts. 2. Customer Request: Customer seeks an update on the status of the parts needed for the repair and requests a quicker resolution, expressing concern over the inconvenience caused by not having a functioning washer dryer. 3. Agent Solution: Agent checked the repair status and confirmed that parts were still on order, with no estimated delivery date available. The agent offered to escalate the issue to the repair department for a follow-up and noted that a manager would contact the customer within two business days. 4. Resolution Acceptance: No. The customer did not accept the proposed solution, expressing dissatisfaction with the lack of clear information and the prolonged delay in service. 5. Customer Pain Point: Customer is frustrated with the lengthy repair process and the financial burden of using external laundry services for their family of six. They also expressed dissatisfaction with the previous service visit from the engineer. 6. Notable Comments: Customer mentioned they have only had the washer dryer for a year and a half, indicating that repeated delays in repairs are unacceptable. They requested a formal complaint be noted regarding the service quality and the engineer's performance. [Request] DONE ESCALATED TO LEVEL 2 _________________________________________ CNU250707655312 RNU250707041381 Surname : JEAN Mobile Number : 07757702016 Post Code : CA2 6EZ 1st Line of Address : 20 BLACKTHORN WAY, CARLISLE, CA2 6EZ, GB Email Address : rj-burton@hotmail.com Model # : F4C510WBTN1 Serial # : 404PNGX5C055 DOP : 16/08/2024 Retailer : CURRYS [Customer Issues] WASHER FABRIC ON THE DISPENSER DETERGENT NO SUDS IN THE WASHER Not exceeding the max line for the dispenser drawer. Cleaned the drawer every time she's doing a wash. Customer is using only a liquid detergent. Washer is taking the softener but no indication that there's the detergent in the machine. Did not adjust the water pressure. Issue persists. Washer is taking the detergent but no signs that the detergent was on the drum. [Consultation contents] AI Summary Recommendations 1. Contact Reason: Customer is experiencing an issue with their LG washing machine where the detergent is not dispensing properly, resulting in no soap suds and ineffective washing. 2. Customer Request: Customer seeks troubleshooting assistance and potentially a repair appointment if the issue cannot be resolved over the call. 3. Agent Solution: Agent conducted a thorough troubleshooting process, asking about detergent usage, cleaning habits, and water pressure. The agent confirmed that the customer is using liquid detergent correctly and that the dispenser is cleaned regularly. The agent then created an account for the customer to facilitate further assistance and scheduled a repair service for the washing machine. 4. Resolution Acceptance: Yes. The customer accepted the scheduled repair service after confirming the details of the washing machine. 5. Customer Pain Point: Customer expressed frustration over the washing machine's inability to clean clothes effectively, leading to dissatisfaction with the product's performance despite being under warranty. 6. Notable Comments: Customer mentioned that this is their first time calling LG for assistance, although they had previously resolved an issue through the retailer. They also indicated that the washing machine was purchased only a few months ago and is still under warranty. [Request] DONE BOOKING _________________________________________ CNU250707655846 RNU250707042276 Surname : HARDING Mobile Number : 07967283184 Post Code : E7 8BH 1st Line of Address : 12 Palmerston Road, LONDON, E7 8BH, GB Email Address : narmeen.harding@gmail.com / tomtomharding@gmail.com Model # : FWV1128WTSA.ABWQPUK Serial # : 112PNHN29137 DOP : 26/09/2022 Retailer : CURRYS [Customer Issues] WASHER 2YOUNG CHILDREN OE ERROR today Turning on and off by itself. Customer did tub clean. Unit is plugged in directly to the wall outlet. No damage on the control panel and no water has dripped into the panel. Checked and cleaned the filter. No kinked in the pipes. The outlet pipes is not exceeding the 1m height. Drain the water manually. Unplugged and plug in the unit. Issue persists. No parking permit needed. [Consultation contents] [AI Summary] 1. Contact Reason: Customer's washing machine is displaying an OE error code, indicating it is not draining properly. The issue started today, and the customer has already checked the filter and attempted to drain the water manually. 2. Customer Request: Customer seeks troubleshooting assistance and potentially a repair appointment, as the washing machine is essential for their household with young children. 3. Agent Solution: The agent provided troubleshooting steps, including checking the drain hose height and ensuring the machine is plugged directly into a wall outlet. The agent also requested the serial number for further assistance and advised the customer to drain the water to open the door for inspection. 4. Resolution Acceptance: No. The customer did not accept a resolution as the machine remains unresponsive and the OE error persists, indicating further issues. 5. Customer Pain Point: Customer expressed frustration due to the washing machine's unreliability, especially with young children needing clean clothes. They mentioned the stress caused by the malfunction and the inconvenience of not being able to use the machine. 6. Notable Comments: Customer noted that the washing machine has been temperamental for a few days prior to the OE error appearing. They also mentioned that the control panel had been unresponsive, indicating potential underlying issues. [Request] DONE REGISTERED AND BOOKING _________________________________________ CNU250609399884 Surname : YE MYINT Mobile Number : 07359020144 Post Code : BR1 4QU 1st Line of Address : 287 Rangefield Road, BROMLEY, KENT, BR1 4QU, GB Email Address : nyemyint@googlemail.com Model # : GBV5240CEP.AEPQLGT Serial # : DOP : Retailer : [Customer Issues] FRIDGE REGISTRATION [Consultation contents] [AI Summary] 1. Contact Reason: Customer called to register a product but was unsure of the model number of their fridge freezer. 2. Customer Request: Customer seeks assistance in registering their fridge freezer. 3. Agent Solution: Agent requested the model number to proceed with the registration. The customer was unable to provide the information and decided to call back later with the details. 4. Resolution Acceptance: No. The customer did not accept the proposed solution as they could not provide the necessary information during the call. 5. Customer Pain Point: Customer expressed frustration about not having the model number readily available, which hindered the registration process. 6. Notable Comments: Customer indicated they would call back with the correct details to complete the registration. [Request] DONE NO NEED TO DOCU DIDN'T ASK THE 3 INFOS _________________________________________ RNU250707042669 Surname : PATRICK WEST Mobile Number : 07376061659 / 07970621720 Post Code : HG4 1NA 1st Line of Address : 8 Low st agnesgate HG4 1NA Email Address : info@patrickwest.co.uk Model # : FDV309GN.BMBQKUK Serial # : 410STUT02710 DOP : 25/01/2025 Retailer : [Customer Issues] TUMBLE DRYER AO 2MONTHS AGO LEAKING Unit is located in the kitchen. Unit is properly leveled. Checked the standpipe height does not exceeding the maximum height of 1m. Checked the drain pipes is not restricted or kinked. No visible damage on the door. No error codes. Issue persists. [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling regarding a newly purchased tumble dryer that has started leaking from an internal source, not from the visible pipe at the bottom. 2. Customer Request: Customer seeks assistance in diagnosing the leak and obtaining a resolution since the appliance is still under warranty. 3. Agent Solution: Agent verified customer details and the product's serial number. The agent conducted a series of troubleshooting questions regarding the installation, leveling, and any visible damage. The agent noted that the dryer is located on a flat surface and confirmed there are no visible damages or error codes. The agent will escalate the issue for further assistance. 4. Resolution Acceptance: No. The customer did not accept a resolution yet as the agent is still in the process of diagnosing the issue. 5. Customer Pain Point: Customer expressed frustration over the leaking issue with a new appliance, indicating concern about the product's reliability and the inconvenience caused. 6. Notable Comments: Customer mentioned that the dryer was installed by professionals and is located in the kitchen. The customer is unsure about the drain pipe setup and is looking for clarity on the issue. [Request] DONE BOOKING _________________________________________ CNU250707657537 Surname : AWAB SALIH Mobile Number : 07877332580 Post Code : E18 2BS 1st Line of Address : 9 Rayne Court, LONDON, E18 2BS, GB Email Address : awabs882@gmail.com Model # : GBV21L0EPY.APYQEUZ Serial # : 504TRSE6R510 DOP : 03/07/2025 - PURCHASED 07/07/2025 - DELIVERED Retailer : LG ELECTRONICS [Customer Issues] FRIDGE TODAY DELIVERED DENT INFRONT OF THE DOOR 8000532582 [Consultation contents] [AI Summary] 1. Contact Reason: Customer called to report a dent on the front of a newly delivered refrigerator received that day, purchased directly from the LG website. 2. Customer Request: Customer seeks assistance regarding the dent and possible resolution, such as repair or replacement options. 3. Agent Solution: Agent verified the customer's account and collected necessary information, including the refrigerator's serial number and purchase details. The agent documented the issue and informed the customer that further assistance would be provided regarding the dent. 4. Resolution Acceptance: No. The customer did not accept a resolution during the call as the agent was still in the process of gathering information. 5. Customer Pain Point: Customer expressed frustration over receiving a damaged appliance upon delivery, which is disappointing given the expectation of a new product. 6. Notable Comments: Customer mentioned the purchase date was July 3rd and confirmed that the refrigerator was bought from the LG shop. The agent noted the need for follow-up regarding the dent issue. [Request] DONE TRANSFERRED TO LG SHOP FOR FURTHER ASISTANCE IN EXCAHNGE OF THE UNIT _________________________________________ RNU250707043310 Surname : KAUR Mobile Number : 07950442839 Post Code : WS5 4NH 1st Line of Address : 121 Delves Green Road, WALSALL, WS5 4NH, GB Email Address : harjit1313@hotmail.co.uk Model # : F4Y511WWLA1.ABWQPUK Serial # : 404PNJC5Q180 DOP : 13/08/2024 Retailer : CURRYS [Customer Issues] WASHER DOESN'T FINISH THE CYCLE 17 LEFT A MONTH NOW Customer was just washing 2 to 3 towels and not overloading the unit. Unit is properly leveled. Unplugged and plug in. Issue persists. [Consultation contents] [AI Summary] 1. Contact Reason: Customer is experiencing issues with a washing machine purchased in August, which stops functioning with 17 minutes remaining in the cycle and does not spin the water. 2. Customer Request: Customer seeks troubleshooting assistance and potentially a repair appointment if the issue cannot be resolved. 3. Agent Solution: Agent provided troubleshooting steps, including checking the load size, ensuring the machine is leveled, and suggested performing an empty cycle at a high spin speed. The agent also noted the customer had previously unplugged the machine without resolution. As the issue persisted, the agent offered to schedule a repair service. 4. Resolution Acceptance: Yes. The customer accepted the proposal for a repair service appointment. 5. Customer Pain Point: Customer expressed frustration over the washing machine's malfunction, especially since it has been problematic for weeks and is causing inconvenience in their laundry routine. 6. Notable Comments: Customer mentioned that the washing machine was not overloaded during use and that they had previously switched off the appliance for a weekend without resolving the issue. They also confirmed that there is adequate parking for the service technician. [Request] DONE BOOKING _________________________________________ RNU250707043796 Surname : ALICE PANTRY Mobile Number : 07771558066 Post Code : NR8 6DJ 1st Line of Address : 17 Bradshaw Road NR8 6DJ Email Address : francispantry17@gmail.com Model # : F4V309SNE.ASSQWUK Serial # : 308PWGNKH247 DOP : 01/11/2023 Retailer : CURRYS [Customer Issues] WASHER LEAK FROM THE DOOR STOPPING IN RINSE UE ERROR A YEAR LEAK A COUPLE MONTHS Customer confirmed that the leakage is coming from the door. Checked the door gasket no any visible damage or tear. Door metal hoop is all good. Cleaned the gasket multiple times. No clothes that are getting trapped on the door to cause the leakage. No visible damage on the door and lock mechanism. Issue persists. No parking permit needed. [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling regarding a washing machine purchased from Currys, which is leaking from the door and frequently stops during the rinse and spin cycle, displaying a UE error code. 2. Customer Request: Customer seeks troubleshooting assistance for the error and leakage issues, and potentially a service appointment if the problems persist. 3. Agent Solution: Agent explained that the UE error indicates an unbalanced load and advised the customer to redistribute the clothes for a balanced cycle. For the leakage, the agent requested photos and documented the issues to potentially schedule a service appointment. 4. Resolution Acceptance: No. The customer did not accept a solution yet as they were still in the troubleshooting phase and needed to provide further documentation. 5. Customer Pain Point: Customer expressed frustration over the recurring error for a year and the recent leakage, which has caused inconvenience, especially when leaving the house with the machine running. 6. Notable Comments: Customer mentioned previous interactions with support regarding the error and highlighted the urgency of resolving the issues due to the washing machine's frequent malfunctions. [Request] DONE BOOKING _________________________________________ Surname : GRILLO Mobile Number : 07710148105 Post Code : RM10 9DG 1st Line of Address : Flat 1 Review Lodge, Review Road, DAGENHAM, RM10 9DG, GB Email Address : Model # : FWY696GBLN1 Serial # : DOP : 01/07/2025 Retailer : CURRYS [Customer Issues] CURRYS DRYER NOT DRYING THE CLOTHES [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling regarding a faulty dryer that is not drying clothes properly, purchased on July 1, 2025. 2. Customer Request: Customer seeks a replacement for the dryer since it is still within the return period and has not functioned correctly since purchase. 3. Agent Solution: Agent explained that they cannot provide an uplift number for a replacement without an engineer's report confirming the unit is irreparable. The agent suggested coordinating with the retailer for a replacement since the unit is still under the return policy. 4. Resolution Acceptance: No. The customer did not accept the solution as they were frustrated with the lack of support and insisted on a direct replacement. 5. Customer Pain Point: Customer expressed dissatisfaction with the product's performance and the service received, feeling that the process is convoluted and unhelpful, especially since the dryer is brand new. 6. Notable Comments: Customer mentioned that an engineer from the retailer had already assessed the unit and deemed it faulty, leading to their expectation of a straightforward replacement process. [Request] DONE _________________________________________ Surname : MEHDI Mobile Number : 07447436039 Post Code : UB8 2PL 1st Line of Address : 56 The Greenway, UXBRIDGE, UB8 2PL, GB Email Address : menar.mehdi@gmail.com Model # : Serial # : DOP : Retailer : [Customer Issues] WASHER Delicate settings ,cotton settings, they come out boiling hot Customer wants to have a complaint that why is her job was get cancelled the last representative talk with the customer for an hour and troubleshoot then the engineer has been booked however customer ring us back that her job has been cancelled and she didn't get any update from the job. Customer wants to complain to the last representative why she didn't get a call back and customer says that the unit is not safe to use because of the high temperature of the unit . [Consultation contents] AI Summary Recommendations 1. Contact Reason: Customer called regarding a washing machine issue where it heats water to excessively high temperatures, causing clothes to come out damaged and wrinkled. The customer had previously scheduled a repair but did not receive any follow-up communication. 2. Customer Request: The customer seeks immediate escalation of the repair request and resolution of the ongoing issue, expressing frustration over the lack of communication and the cancellation of the repair appointment. 3. Agent Solution: The agent discovered that the repair was canceled due to misinformation from a previous representative. The agent offered to create a new repair request and suggested the customer provide a video demonstrating the issue. The agent also promised to escalate the complaint to management for further assistance. 4. Resolution Acceptance: No. The customer did not accept the proposed solution, expressing dissatisfaction with the need to provide a video and the delay in service. 5. Customer Pain Point: The customer is frustrated by the lack of communication regarding the canceled repair, the damage to clothes, and the prolonged inability to use the washing machine, leading to a buildup of laundry. 6. Notable Comments: The customer emphasized their experience with washing machines and expressed concern about safety due to the high temperatures. They also mentioned a previous representative's assurance that the repair was confirmed, which was not honored. [Request] DONE WITH LEVEL 2 AND FAULT IMAGE _________________________________________