1116970784 missy

[Contact Reason]

• Customer reports installation issue with induction range delivered three weeks ago; product not level and storage drawer under oven cannot be opened. Customer requests resolution for installation defect and follow-up action.

[Product Symptom]

• Symptom: Installation defect causing range to be unlevel, preventing storage drawer beneath oven from opening.
• Timeline/Duration: Issue present since installation nearly three weeks ago; customer contacted service same day installation occurred; multiple follow-up attempts made without resolution.
• Environment: Indoor home installation.
• History: Installed by third-party contractor (RXO); customer called LG service then referred to RXO; RXO unresponsive to follow-ups prior to current call.

[Agent's Solution]

1. Contact Installation Vendor: Agent contacted RXO representative to discuss installation issue.
2. Escalation Request: RXO representative committed to sending follow-up request to delivery agent for installation check.
3. Timeframe Provided: Customer advised to wait 24 to 72 business hours for RXO to initiate contact regarding re-inspection and correction of installation.

[Consultation Result]

• Final Resolution: Installation vendor to conduct installation check and follow-up contact expected within 24-72 business hours; customer instructed to await RXO's outreach.
• Resolution Acceptance: Not Resolved; customer expressed concern about lack of prior contact from installation vendor; agent escalated issue but resolution pending vendor action.

[Service Notes] N/A

[Executive Summary] Customer contacted service regarding an improperly leveled induction range installed three weeks prior, causing the storage drawer beneath the oven to not open. Initial attempts to resolve through the installation company RXO were unsuccessful due to lack of response. Agent contacted RXO during the call and secured a commitment for a follow-up inspection to be scheduled within 24 to 72 business hours. Customer advised to wait for this follow-up, but issue remains unresolved pending vendor action. No technical troubleshooting on the product was performed during the call; focus was on installation defect escalation and vendor coordination. CNN260126755357

1117148675

[Contact Reason]

• Inquiry about delivery scheduling and confirmation of shipping date for ordered product.

[Product Symptom] N/A- Non-technical inquiry

[Agent's Solution]

1. Delivery Date Confirmation: Verified estimated delivery date as January
3. Delivery Agent Assignment: Identified delivery agent named Alex Pantos responsible for delivery and setup service.
4. Delivery Scheduling Explanation: Clarified automated email requesting delivery scheduling can be disregarded; actual delivery date confirmed for January
6. Notification Process Explanation: Informed customer that delivery agent will call approximately 30 minutes to 1 hour before arrival on the scheduled delivery date.
7. Customer Request Noted: Acknowledged request to receive delivery date prior to call for planning purposes.

[Consultation Result]

• Final Resolution: Delivery scheduled for January 30; delivery agent will call day of delivery approximately 30 minutes to 1 hour before arrival. Customer to await call after January 30 to set final delivery time.
• Resolution Acceptance: Resolved

[Service Notes] N/A

[Executive Summary] Customer contacted to clarify shipping and delivery scheduling for recent order. Agent confirmed delivery is scheduled for January 30 with a specific delivery agent assigned who will provide a call shortly before delivery. Agent explained that an automated email about scheduling can be disregarded and reassured customer about the notification process. Customer requested to be informed of the delivery date ahead for planning and agreed to wait for the delivery agent's call on January 30. Issue resolved with no further action required at this time. CNN260126755786

3101011510

[Contact Reason]

• Customer requesting refund for installation charges due to incomplete installation service. No installation performed for several appliances; previous refund request escalated but no response received.

[Product Symptom]

• Symptom: Installation service not completed for dishwasher, microwave, oven, and cooktop. Customer had to arrange personal installation. Charged for but not provided installation.
• Timeline/Duration: Previous refund request made months ago; no resolution. Current follow-up during call.
• Environment: Not Specified.
• History: Previous refund request denied due to "overcapacity" at higher level; new refund request being created.

[Agent's Solution]

1. Creation of Refund Request: Agent initiated new refund request for installation charges of dishwasher, microwave, oven, and cooktop to escalate to head office after prior request was not approved.
2. Confirmation of Refund Amounts: Verified installation charges as $167.78 for dishwasher, $102.83 for microwave, and $205.65 for cooktop. Estimated total refund amount approximately $
4. Communication of Process and Timing: Informed customer refund confirmation email to be sent within 24-72 business hours; refund reflected on original payment method within 3-5 business days.
5. Assurance and Call Closure: Reiterated refund process, confirmed customer's email address for communication, and offered further assistance if needed.

[Consultation Result]

• Final Resolution: New refund request submitted; customer to receive email confirmation and refund within stated timelines.
• Resolution Acceptance: Resolved

[Service Notes] N/A

[Executive Summary] Customer contacted regarding incomplete installation services for multiple appliances including dishwasher, microwave, oven, and cooktop, with charges applied but no work performed. Previous refund request had been made but was not approved due to system constraints. Agent created a new refund request, verifying and totaling the installation fees to be refunded, and provided expected timelines for email confirmation and refund processing. Customer advised to wait 3-5 business days for refund reflection. Call concluded with customer acknowledgment and confirmation of contact details for follow-up if necessary. CNN260126758028

3101196944

[Contact Reason] Inquiry regarding delivery schedule for a recently purchased TV; customer requesting possibility of earlier home shipment without installation service.

[Product Symptom] N/A- Non-technical inquiry

[Agent's Solution]

1. Order Status Check: Agent checked system; item not yet reflected in system to confirm delivery date or delivery agent.
2. Delivery Service Clarification: Confirmed no installation service included; delivery only drop-off at customer’s address.
3. Follow-up Recommendation: Advised customer to call back on specified future date to obtain delivery and agent details once order is updated in system.

[Consultation Result] Final Resolution: Customer advised to follow up on Wednesday for updated delivery information; clarification provided on delivery method (drop-off only). Resolution Acceptance: Resolved

[Service Notes] N/A

[Executive Summary] Customer contacted regarding delivery timing of a recently ordered TV, requesting earlier shipment without installation. Agent found order not yet reflected in system, unable to confirm delivery date or agent at that time. Clarified that installation was not included, so delivery would be drop-off only. Customer advised to call back on a later date when order appears in system for updated delivery details. Customer accepted the guidance and planned a follow-up call. CNN260126758309

1116762270

[Contact Reason]

• Inquiry about refund status for a returned dishwasher.

[Product Symptom] N/A- Non-technical inquiry

[Agent's Solution]

1. Order Verification: Retrieved order details using provided order number.
2. Refund Status Check: Confirmed returned dishwasher received at warehouse on 09-26 morning.
3. Refund Processing Information: Advised full refund to be issued within 3 to 5 business days; follow-up email to returns team initiated.

[Consultation Result]

• Final Resolution: Provided refund status update, confirmed return receipt, informed refund timeline, and follow-up initiated.
• Resolution Acceptance: Resolved

[Service Notes] N/A

[Executive Summary] The customer called to inquire about the refund status for a returned dishwasher. The agent verified the order and confirmed the item was received at the warehouse on 09-26 in the morning. The agent informed the customer that the full refund would be processed within 3 to 5 business days and initiated a follow-up with the returns team. The customer acknowledged the information and no further assistance was required. The inquiry was resolved during the call with clear communication about the refund timeline.

CNN260126758864

1117234409

[Contact Reason]

• Customer inquiring about the shipping status and delivery date of a refrigerator order placed with LG. Customer reports no tracking information or email updates received regarding shipment.

[Product Symptom]

• Symptom: Refrigerator order status showing as "processing," no shipment confirmation, no tracking number or email notification received. Customer concerned about delay and lack of communication regarding delivery.
• Timeline/Duration: Order placed approximately six days prior; initial estimated delivery date was January 28; item expected to reach delivery agent warehouse on January

• Environment: Not Specified.
• History: Order previously marked as backorder due to unavailability; currently marked processing as product became available.

[Agent's Solution]

1. Order Status Verification: Checked internal system showing order remains in "processing" status; item to be delivered to delivery agent warehouse on January
3. Delivery Timeline Update: Informed customer earliest delivery will occur after warehouse receipt on January 30; delivery agent will contact customer to schedule exact delivery date and time.
4. Communication Explanation: Apologized for lack of automated email updates; explained that notification is sent only after shipment to delivery agents, which has not yet occurred.
5. Delivery Agent Contact Provided: Supplied delivery agent contact number (800-810-9340) and name (LX Pantos) for customer to inquire about order status.
6. Alternative Tracking Option: Directed customer to delivery agent’s website (alexpanstols.com) to track order using order number.
7. Escalation Action: Offered to send an email update to customer regarding order status; scheduled follow-up call in two days for status update.

[Consultation Result]

• Final Resolution: Delivery expected post January 30 upon receiving item at delivery agent warehouse; delivery agent to contact customer for scheduling; email update to be sent; follow-up call scheduled.
• Resolution Acceptance: Resolved.

[Service Notes] N/A

[Executive Summary] Customer contacted LG to inquire about delayed refrigerator delivery due to no available tracking or email updates. Agent verified order status as processing with delivery scheduled to the warehouse on January 30. Agent explained the lack of automated email notifications prior to shipment and provided delivery agent contact details and website for tracking. An email update was promised and a follow-up call was scheduled to keep the customer informed. The issue remains open pending delivery agent receipt and customer scheduling for final delivery. CNN260126759675

1117086968

[Contact Reason]

• Customer called to confirm an unscheduled pickup of washer and dryer intended for return, verify pickup status, and inquire about refund process.

[Product Symptom] N/A- Non-technical inquiry

[Agent's Solution]

1. Order Verification and Pickup Status Check: Confirmed order details and checked system for pickup status. Found delivery agent records showing washer and dryer were picked up.
2. Refund Process Explanation: Advised refund will be processed within 7 to 10 business days after returned items are received at warehouse, refund credited to original payment method.
3. Confirmation Email Assurance: Informed customer will receive email confirmation upon arrival of returned items at warehouse.

[Consultation Result]

• Final Resolution: Pickup confirmed by delivery agent records; refund process and confirmation emails explained.
• Resolution Acceptance: Resolved

[Service Notes] N/A

[Executive Summary] Customer contacted support to validate an unscheduled pickup of washer and dryer for return and inquire on refund status. Agent verified order and pickup confirmation through delivery agent system. Agent informed customer of refund timeframe (7–10 business days) after warehouse receipt and assured email confirmation upon item arrival. Customer accepted explanation and resolution. Case closed with clear next steps for refund processing. CNN260126759937

3101165839

The cx called and want to modify the order since the installation is not included on the order, informed the cx that the installation is not included on the order and advised the cx to cancel the order and reorder it again for the installation is included on the new order CNN260126760792

1117172495

[Contact Reason]

• Customer inquiring about delivery status of an order; confirmation of delivery date requested.

[Product Symptom]

• N/A
• Non-technical inquiry

[Agent's Solution]

1. Delivery Agent Identification: Verified delivery agent assigned to order as Alex Panthes.
2. Delivery Date Confirmation: Confirmed delivery scheduled for today.
3. Call Transfer: Transferred customer to delivery agent department for detailed delivery information.

[Consultation Result]

• Final Resolution: Call transferred to delivery agent department for further update; delivery confirmed for same day.
• Resolution Acceptance: Resolved

[Service Notes] N/A

[Executive Summary] Customer contacted support to confirm the delivery status of an order. Agent verified the assigned delivery agent and confirmed the delivery was scheduled for the current day. Customer was transferred to the delivery department for more detailed information. The inquiry was resolved by escalated contact to the delivery team, with no product troubleshooting required. Call concluded after successful transfer and confirmation of delivery date. CNN260126760985

1116557961

The cx called and want to know about the status of the order since the order has been rescheduled for multiple times, transfer the cx to LX PANTOS CNN260126762299

3101086292 [Contact Reason]

• Customer requesting assistance with a return shipping label for a previously ordered item.
• Unable to access original email to download return label; requested resend of return shipping label.
• Inquiry about arranging UPS pickup for the return.
• Additional inquiry about purchasing a smaller monitor with a discount and request for sales assistance.

[Product Symptom] N/A- Non-technical inquiry

[Agent's Solution]

1. Return Label Resend: Agent verified updated email address and resent the return shipping label via SMS. Customer confirmed receipt of return label from LG US Fontana California.
2. UPS Pickup Information: Agent provided UPS contact information for customer to schedule package pickup independently.
3. Sales Department Transfer: Agent offered to transfer the call to sales for the purchase inquiry; transfer declined by customer.

[Consultation Result]

• Final Resolution: Return shipping label resent via SMS; UPS contact provided for pickup scheduling; sales inquiry deferred by customer.
• Resolution Acceptance: Resolved

[Service Notes] N/A

[Executive Summary] Customer contacted support to obtain a return shipping label due to lack of access to the original email. Agent verified an updated email address to resend the return label via SMS, which the customer confirmed receiving. UPS contact details were provided for the customer to arrange pick-up directly. Customer expressed interest in purchasing a smaller monitor with a discount; agent offered transfer to sales but customer chose to call back later. Case resolved with return label sent and call concluded without completing sales transaction. CNN260126763112

1115993981

The cx called and want to know about the update of the refund and informed the cx that we will be sending email escalation about the update of the refund and advised the cx that he will be receiving email for the update within 24 to 48 business hours CNN260126764135

3101194561 [Contact Reason]

• Customer confusion regarding multiple shipment emails for order containing soundbar and TV. Seeking clarity on delivery dates and confirmation process.

[Product Symptom]

• Symptom: Multiple automated emails received indicating split shipment with different delivery dates; difficulty confirming ship date via provided link.
• Timeline/Duration: Shipment emails received after order placement; delivery dates cited as January 29 (soundbar) and February 5 (TV).
• Environment: Not Specified.
• History: Not Specified.

[Agent's Solution]

1. Delivery Date Verification: Agent checked system for shipment details corresponding to soundbar and TV.- Found soundbar scheduled for delivery via UPS on January
3. Delivery Agent and Date Confirmation: Identified TV delivery scheduled for February 5 through Handy service, confirming delivery agent name and callback procedure for scheduling.
4. Customer Instruction: Advised customer no further action required; assured that emails were automated and delivery dates confirmed in system.

[Consultation Result]

• Final Resolution: Delivery dates for soundbar and TV clarified; customer advised to follow forthcoming delivery communications; no additional steps required.
• Resolution Acceptance: Resolved

[Service Notes] N/A

[Executive Summary] Customer contacted support due to receiving multiple shipment emails with conflicting delivery dates for soundbar and TV. Agent verified shipment details in system, confirming soundbar delivery on January 29 via UPS and TV delivery on February 5 via a third-party service with a designated delivery agent. Customer instructed no further action required as emails were automated and delivery schedule confirmed. Issue resolved with customer understanding next delivery notifications will provide final details. CNN260126764778

======================================================== 2100116001

[Contact Reason]

• Inquiry about delayed refund credit for a returned LG dryer; request for update on credit card reimbursement status.

[Product Symptom] N/A- Non-technical inquiry

[Agent's Solution]

1. Refund Status Check: Verified refund process status with finance department; confirmed refund will reflect on original payment method within 3 to 5 business days.
2. Customer Notification: Advised customer will receive an email update from finance department within 24 to 48 hours regarding refund status.
3. Process Explanation: Explained inability to expedite refund due to system limitations and acknowledged error in previous representative’s statement.
4. Interest Inquiry Response: Stated company unable to provide compensation for interest charges incurred by customer due to refund delay.

[Consultation Result]

• Final Resolution: Refund expected within 3 to 5 business days; email update to be sent within 24 to 48 hours; no compensation for interest charges.
• Resolution Acceptance: Not Resolved (customer agreed to wait but issue remains pending completion of refund).

[Service Notes] N/A

[Executive Summary] Customer contacted regarding non-receipt of refund for a returned LG dryer order placed online. Agent checked refund status with finance, confirming refund will process in 3 to 5 business days and that an email update will be sent within 24 to 48 hours. Agent clarified that refund acceleration is not possible due to system constraints and acknowledged a previous representative’s misinformation about expediting the refund. Customer was informed that interest charges resulting from delay would not be covered by the company. Customer agreed to wait additional days for refund completion. CNN260126768145

1117192295

[Contact Reason]

• Customer requesting assistance with return shipping label not received for product return.

[Product Symptom] N/A- Non-technical inquiry

[Agent's Solution]

1. System Check: Verified if return shipping label/reference number generated; found no existing reference number as return request created the day before call.
2. Information Confirmation: Confirmed customer's mobile number and email address for sending shipping label once generated.
3. Advised Customer: Shipping label expected within 24 to 48 business hours; advised to contact support again if label not received after that period.

[Consultation Result]

• Final Resolution: Instructed customer to wait 1-2 more days for shipping label generation and delivery; label to be sent via email and mobile number.
• Resolution Acceptance: Resolved

[Service Notes] N/A

[Executive Summary] Customer contacted support regarding not receiving a return shipping label for a recently requested product return. Agent verified system records and confirmed that the return request was processed only the previous day, thus the shipping label had not yet been generated. Customer's contact details were confirmed for label delivery to email and mobile. Agent advised to wait 24 to 48 business hours for the label and to follow up if not received. Issue was explained and resolution steps accepted by the customer, with no further immediate actions required. CNN260126770540

1117207031

[Contact Reason]

• Customer unable to complete delivery scheduling on website; unable to track order status online; requests assistance with order tracking and delivery date finalization.

[Product Symptom]

• Symptom: Order status not visible in customer's online account; unable to proceed past the first page of website order tracking; difficulty entering last name with special character for order lookup; email prompts to finalize delivery date; customer wants confirmation of delivery and order visibility.
• Timeline/Duration: Not Specified
• Environment: Not Specified
• History: Order placed; delivery scheduled to ship to delivery agent warehouse on January 30; delivery to customer house expected January 31; delivery agent is RX logistics; installation service included.

[Agent's Solution]

1. Delivery Date Explanation: Informed customer delivery to RX logistics warehouse on January 30; delivery to house scheduled for January 31; delivery agent will contact customer with delivery time.
2. Order Status Clarification: Explained order currently in “ready shipping” status meaning item still at warehouse undergoing checks before transfer to delivery agent; status will update once shipped.
3. Website Navigation Guidance: Directed customer to LG website (www.lg.com/us), to click person icon, select “Order Lookup,” then “Track Your Order” using order number, billing last name, and email.
4. Special Character Issue Identified: Recognized issue with last name containing special character (hyphen) preventing lookup on website order status tool.
5. Account Orders Visibility Checked: Verified customer can log in with email and password but order does not appear under “My Orders.”
6. Escalation to Technical Support: Transferred call to technical support for resolution of order visibility and special character input issue.

[Consultation Result]

• Final Resolution: Delivery date confirmed; customer advised order will show once shipping status updates; customer informed of special character issue preventing order lookup; call transferred to technical support for further assistance.
• Resolution Acceptance: Transferred

[Service Notes] N/A

[Executive Summary] Customer contacted support unable to finalize delivery date or track order status on website due to special character in billing last name preventing order lookup. Agent confirmed delivery scheduled to logistics warehouse January 30 and to customer January 31 via RX logistics with installation service included. Agent guided customer on website navigation for order tracking, identified special character causing input issues and visibility problems in online account. Unable to resolve via initial troubleshooting, call was transferred to technical support for further assistance with account and order lookup issue.

CNN260126772278

3101187508

[Contact Reason]

• Inquiry about delivery status and request for earlier shipping date.

[Product Symptom] N/A- Non-technical inquiry

[Agent's Solution]

1. Delivery Date Verification: Checked order details and confirmed estimated delivery date as February
3. Delivery Agent Information: Provided delivery agent name (Alexandros) and delivery warehouse receipt date as February
5. Explanation of Email Notification: Clarified that the "ready for delivery" email was automated and does not indicate actual delivery date.
6. Earlier Delivery Availability Check: Checked system for earlier delivery dates; none available at the time.

[Consultation Result]

• Final Resolution: Delivery is scheduled for February 5–6; no earlier delivery available; customer informed about automated email nature.
• Resolution Acceptance: Resolved

[Service Notes] N/A

[Executive Summary] The customer contacted support to clarify the delivery status of an order and to request an earlier shipping date. The agent verified the estimated delivery date as February 5 and informed the customer that the delivery agent would receive the item on February 6, with no earlier delivery option available. The agent explained that the notification email was automated and not indicative of actual shipping readiness. The customer was informed accordingly, and the case was resolved without further troubleshooting needed. CNN260126772644

1116103255

[Contact Reason]

• Inquiry about delayed refund for a returned TV; customer requested status update and escalation due to no refund received after over two months.

[Product Symptom] N/A- Non-technical inquiry

[Agent's Solution]

1. System Check and Initial Verification: Retrieved order and case information, reviewed refund status.
2. First Escalation: Sent email escalation to finance department to request refund update; informed customer refund confirmation email expected within 24 to 72 business hours, refund to reflect within 3 to 5 business days.
3. Follow-up Verification: Confirmed refund request authorized on the 6th; acknowledged no refund receipt yet by customer; proceeded to re-escalate via email to finance.
4. Final Confirmation: Advised refund processing prioritized, customer to receive automatic email confirmation within 24 hours.

[Consultation Result]

• Final Resolution: Refund process escalated again; customer to receive email confirmation and refund within 3 to 5 business days.
• Resolution Acceptance: Resolved

[Service Notes] N/A

[Executive Summary] Customer contacted regarding a refund delay for a TV returned over two months ago, seeking status update and further escalation. Agent checked order details, confirmed prior refund authorization but no refund received, and sent multiple escalations to finance. Customer was informed that refund confirmation email would be sent within 24 hours, and refund should process within 3 to 5 business days. Customer accepted agent’s resolution with no further questions. No technical troubleshooting was required as inquiry involved refund processing only. CNN260126773183

507TFCJ0Z059 done Ticket No : 970635 507TFQK0Z060 done Ticket No : 970633 507TFJF0Z052 done Ticket No : 970036 507TFWV0Z049 done Ticket No : 969516 507TFBW0Z053 done

1117245290 CANCELLATION The cx called and want to cancel the order since the cx order wrong model manage to create EC Ticket for return and advised the cx that he will be receiving shipping label for the return of the items CNN260127777343

1117207883 Shipping label The cx called and want to know about the shipping manage to provide the shipping label and advised the cx that once we received the item we will process the refund CNN260127777431

1117267541 CANCELLATION The cx called and want to cancel the order since the status of the order is on back order manage to cancel the order through gerp and advised the cx that she will be receiving email cancellation within 24 to 48 hrs and also advised the cx about the refund CNN260127777558

1116947216 Ticket No : 970672 IA $50 + 1 year extended warranty The cx called and want to know about the the IA that the prev agent offered to her but upon checking the IA was not offered to the cx manage to offer new one IA $50 + 1 year extended warranty CNN260127777690

1117248899 cancellation of the order