Offline Notepad View raw

Shared snapshot

20/06 CALLS

CNU250620498236

Surname : CAMPBELL

Mobile Number : 07514826448

Post Code : PE9 3HX

1st Line of Address : Mill House Wittering Ford, STAMFORD, PE9 3HX, GB

Email Address : TOBY.CAMOBELL@BTOPENWORLD.COM

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDGE CURRYS FREEZER A DAY AGO ITS NOT COOLING FREEZER

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling about an LG fridge freezer purchased from Curry, which has stopped cooling, causing food to defrost. The issue started recently, approximately 24 hours ago.

  2. Customer Request: Customer seeks troubleshooting assistance or a service appointment to resolve the cooling issue with the fridge freezer.

  3. Agent Solution: Agent attempted to gather information about the issue, asking if both the fridge and freezer were not cooling and if the unit had lights. The agent also requested the customer's name and email to check for an account in the system, but the customer indicated they did not have an account.

  4. Resolution Acceptance: No. The customer did not accept a proposed solution as the agent was still in the process of gathering information and had not yet provided a resolution.

  5. Customer Pain Point: Customer is frustrated by the malfunction of the fridge freezer, which is causing food spoilage and inconvenience.

  6. Notable Comments: Customer mentioned they do not have an account in the system, which may complicate the troubleshooting process.

[Request] DONE

CNU250620498471

Surname : SMITH

Mobile Number : 07403477057

Post Code : PH3 1DN

1st Line of Address : Primrose Bank, Abbey Road, AUCHTERARDER, PH3 1DN, GB

Email Address : picklesuz76@outlook.com

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] ORDER WASHING MACHINE

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling to inquire about an online order for a washing machine, specifically regarding delivery issues to their address.

  2. Customer Request: Customer seeks assistance with the payment process and resolution of the delivery restriction for their order.

  3. Agent Solution: Agent confirmed that the delivery issue is due to the address provided. The agent coordinated with support and proposed to create an account for the customer before transferring them to the online shop department for further assistance with the payment and order.

  4. Resolution Acceptance: Yes. The customer agreed to have an account created to facilitate the transfer to the online shop department.

  5. Customer Pain Point: Customer expressed frustration over the inability to complete the order due to delivery restrictions, which disrupted their purchasing process.

  6. Notable Comments: Customer provided detailed address information and preferred not to receive promotional emails from LG, but agreed to participate in satisfaction surveys regarding service experiences.

[Request] DONE TRANSFER TO LG SHOP

CNU250620498828

Surname : MATSWAYI

Mobile Number : 07735046432

Post Code : ST6 3PH

1st Line of Address : 1 Candy Lane, STOKE-ON-TRENT, ST6 3PH, GB

Email Address : majormuks@hotmail.com

Model # : GSXV90BSAE.ABSQLGU

Serial # : 308TRHZ2M321

DOP : 08/01/2025

Retailer : BUNNY APPLIANCE

[Customer Issues] FRIDGE COMPRESSOR

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about a faulty LG refrigerator that was inspected by an engineer, who reported a compressor leak and indicated that it would need repair.

  2. Customer Request: Customer seeks an update on the repair process and hopes for a replacement unit due to the urgency of needing a functioning refrigerator for storing medicine and food.

  3. Agent Solution: Agent confirmed that the engineer's report has been sent to LG specialists for review and approval of alternative resolutions. The agent assured the customer that they would receive updates once a decision is made regarding the repair or replacement.

  4. Resolution Acceptance: No. The customer expressed frustration over the delay and uncertainty regarding the resolution, emphasizing the need for a quick solution.

  5. Customer Pain Point: Customer is frustrated by the malfunctioning refrigerator, which is only four months old, and is concerned about the impact on storing medicine and food for their children.

  6. Notable Comments: Customer mentioned having paid a significant amount for the refrigerator and is anxious about the ongoing situation, hoping for a swift resolution to avoid further inconvenience.

[Request] DONE MACHINE IS FOR BER AND CUSTOMER WILL WAIT FOR THE RESPONSE TO OUR LG SPECIALIST

RNU250620025287 CNU250620503574

Surname : YATES

Mobile Number : 07471161373

Post Code : KY7 6ZP

1st Line of Address : 9 Grosset Place, GLENROTHES, KY7 6ZP, GB

Email Address : thequeenofkids@hotmail.com

Model # : F4V310SNE.ASSQPUK

Serial # : 008PNXL0L226

DOP : 10/10/2020

Retailer : CURRYS

[Customer Issues] WASHER LEAKING FROM THE DOOR

Gasket doesn't have any visible damage. Cleaned the gasket. Putting on normal loads. No visible damage on the door and door lock. No noise. No error codes. No vibration. Issue persist.

No parking permit needed.

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: The customer is calling regarding a washing machine that is leaking water from the door seals, causing water to spill everywhere.

  2. Customer Request: The customer is seeking a repair appointment for the washing machine, as they have been without it for three days and are frustrated with the delay in service.

  3. Agent Solution: The agent confirmed the customer's warranty status and stated that they would raise the case with the warranty department for repair approval. The agent assured the customer that they would receive an SMS update once the repair was booked, and the engineer would contact them within two business days to schedule the repair.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution, although they expressed frustration about the time it would take to get the repair scheduled.

  5. Customer Pain Point: The customer is frustrated by the lack of communication regarding their repair request and the inconvenience of being without the washing machine for an extended period.

  6. Notable Comments: The customer mentioned they could get a new washing machine delivered the next day, indicating their urgency for a resolution. They also expressed dissatisfaction with the previous communication regarding the proof of purchase.

[Request] DONE BOOKING

CNU250617472593

Surname : HICKEY

Mobile Number : 0876982333

Post Code : W91 W6E4

1st Line of Address :LISCANNOR HOUSE, 5 ARD NA GAPPA CLANE, CO. KILDARE, W91 W6E4 IE

Email Address : hickeyjohnpaul@gmail.com

Model # : F4V310SNE.ASSQPUK

Serial # : 009PNCY3C067

DOP : 19/11/2020

Retailer : CURRYS

[Customer Issues] Unit has been repaired get a number from LG service care

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: The customer is calling regarding a washing machine that is leaking water from the door seals, causing water to spill everywhere.

  2. Customer Request: The customer is seeking a repair appointment for the washing machine, as they have been without it for three days and are frustrated with the delay in service.

  3. Agent Solution: The agent confirmed the customer's warranty status and stated that they would raise the case with the warranty department for repair approval. The agent assured the customer that they would receive an SMS update once the repair was booked, and the engineer would contact them within two business days to schedule the repair.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution, although they expressed frustration about the time it would take to get the repair scheduled.

  5. Customer Pain Point: The customer is frustrated by the lack of communication regarding their repair request and the inconvenience of being without the washing machine for an extended period.

  6. Notable Comments: The customer mentioned they could get a new washing machine delivered the next day, indicating their urgency for a resolution. They also expressed dissatisfaction with the previous communication regarding the proof of purchase.

[Request] DONE RINGING THE CUSTOMER TO HAVE HI UNIT REPAIRED HOWEVER HE ALREADY HAVE IT REPAIRED TO SERVICE CARE

CNU250620499631

Surname : PAPARISABET

Mobile Number : 07376356509 / 07376356509

Post Code : S3 7XB

1st Line of Address :

Email Address : sepideh.papari2013@gmail.com

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] PAID FOR INSTALLATION LAUNDRY

8000520376

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer called regarding a failed installation of a kitchen appliance for which they paid installation costs. The customer is requesting a refund for the installation fee due to the failure.

  2. Customer Request: The customer seeks a refund for the installation costs associated with the appliance.

  3. Agent Solution: The agent attempted to create an account for the customer to access their order details and verify the installation fee. The agent also requested necessary information such as the customer's surname, mobile number, and email address to assist further. The agent put the call on hold to consult with support regarding the refund process.

  4. Resolution Acceptance: No. The customer did not accept a resolution as the call was still ongoing and the refund process had not yet been confirmed.

  5. Customer Pain Point: The customer expressed frustration over the failed installation and the inconvenience of having to deal with the refund process, especially as this was their first time contacting LG.

  6. Notable Comments: The customer mentioned they have an existing account with LG and were waiting for other orders, indicating ongoing engagement with the brand. They also specified they do not wish to receive marketing emails or satisfaction surveys.

[Request] DONE LG SHOP ASSISTED THE CUSTOMER

CNU250620503497

Surname : PAJAK

Mobile Number : 07515697150

Post Code : SE13 6ER

1st Line of Address : 61A Nightingale Grove, LONDON, SE13 6ER, GB

Email Address : PIPO_PK@YAHOO.COM.UK / pipo_pk@yahoo.com

Model # : FWV685WSE.ABWQWUK

Serial # : 011PWEVKY332

DOP :

Retailer :

[Customer Issues] WASHER NOISES AND BURNING SMELLS

[Consultation contents]

[AI Summary]

  1. Contact Reason: Customer is calling regarding a washing machine that is making unusual noises and emitting burning smells. The customer believes the direct drive motor is faulty and is confused about warranty coverage.

  2. Customer Request: Customer seeks clarification on warranty status and requests a repair appointment for the washing machine.

  3. Agent Solution: Agent explained that the standard warranty has expired, but the motor is covered under a 10-year warranty. The agent offered a chargeable repair for £175, which includes parts, labor, and VAT. The agent also mentioned a partial refund option if the motor is replaced. The customer was informed about the need for a receipt to check for an extended warranty.

  4. Resolution Acceptance: Yes. The customer accepted the proposal to book an engineer for the repair and agreed to find the receipt for potential extended warranty coverage.

  5. Customer Pain Point: Customer expressed frustration over being told the unit is out of warranty despite the motor being covered for 10 years. The customer is also upset about the need for a chargeable repair.

  6. Notable Comments: Customer mentioned previously being offered an extended warranty and is willing to search for the receipt to check eligibility. The agent will send an SMS with a link for the customer to submit the required documents.

[Request] DONE SENDING SMS FOR REGISTRATION AND BOOKING

CNU250620500241

Surname : SLATER

Mobile Number : 07966658896

Post Code : TN6 2EP

1st Line of Address : 9 Forest Rise CROWBOROUGH, TN6 2EP, GB

Email Address :

Model # : GSLC40PYPE.APYQLGU

Serial # : 504TRGQ3P143

DOP : 09/06/2025

Retailer : CUSTOM ELECTRONIC DESIGN LTD

[Customer Issues] FRIDGE

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling regarding the replacement of doors on their LG fridge freezer, which was damaged during delivery. They were instructed to confirm the issue with LG customer service.

  2. Customer Request: Customer seeks confirmation that the doors will be replaced as previously discussed with the retailer.

  3. Agent Solution: Agent checked the customer's account and confirmed that the retailer had contacted LG regarding the door replacement. The agent advised the customer to reach out to the retailer for further assistance and to confirm the replacement details.

  4. Resolution Acceptance: Yes. The customer accepted the agent's suggestion to contact the retailer for confirmation and further steps.

  5. Customer Pain Point: Customer expressed frustration about the confusion regarding who to contact for the door replacement and the lack of clarity in communication between the retailer and LG.

  6. Notable Comments: Customer mentioned that they had already contacted the retailer, who directed them to LG for confirmation, indicating a disconnect in the communication process.

[Request] DONE

CNU250620500586

Surname : MARENZI

Mobile Number : 07966414686

Post Code : SW6 3SN

1st Line of Address : 19 Perrymead Street, LONDON, SW6 3SN, GB

Email Address : ieva.polskaja@savlls.com

Model # : F2T208WSE

Serial # : 401VOPY03200

DOP : 22/05/2024

Retailer : SMARTER APPLIANCES

[Customer Issues] WASHER PROPERTY IS RENTED THE TENANT HAS REPORTED THE ISSUE 22290357 00785366007631870049 42199473 401VOPYO3200

BANGING RATTING NOISE AND LEAKING ON THE DOOR, CHECKED THE FILTER IF THERE'S BLOCKAGES.

Virginie develay 07473667787 Savlls

[Consultation contents] Retailer is called Smarter Appliances Issue of the washer is banging and rattling noise and leaking at the door the unit was on the rented house of the owner' Tenant will ring us to proceed with the ts and repair.

[AI Summary]

  1. Contact Reason: Customer is calling to book a repair for a washing machine that is making a banging noise and leaking from the drawer and door. The issue was reported by the tenant of the rented property.

  2. Customer Request: Customer seeks assistance in scheduling a repair appointment for the washing machine, as they were unable to book it online due to serial number verification issues.

  3. Agent Solution: Agent created an account for the customer to facilitate the repair process. The agent requested the tenant to provide a short video of the issue and to perform basic troubleshooting steps. The agent also noted the tenant's details for future communication.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to have the tenant contact the agent for further troubleshooting.

  5. Customer Pain Point: Customer expressed frustration over the inability to book the repair online and the inconvenience caused by the washing machine malfunction, especially since it is affecting a tenant.

  6. Notable Comments: Customer mentioned that the washing machine was purchased from Smarter Appliances with a two-year warranty and that the tenant has already checked for blockages. The customer also authorized the tenant and managing agents to access the account for future communications.

[Request] DONE THE TENANT WILL RING US TO PROCEED

CNU250620503429

Surname : CURNOW

Mobile Number : 01733813565 / 07492452203 /

Post Code : TR11 4JD

1st Line of Address :

Email Address : rachelcurnow225@gmail.com

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER ON APRIL BURNING SMELL ON FIRST WASH ON THE SECOND WASH THE SMELL IS STRONG

TODAY THIS MORNING THE BURNING SMELL STARTED

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer called regarding a burning smell from their washing machine, which they purchased in April and used daily. The issue was first noticed during a wash that morning.

  2. Customer Request: Customer sought assistance with the burning smell issue and clarification on warranty or service options.

  3. Agent Solution: Agent attempted to verify the customer's account details but found no record associated with the provided information. The agent explained that the washing machine was from a different brand (Bloomberg) and advised the customer to contact the retailer for support, as LG could not assist without the correct brand information.

  4. Resolution Acceptance: Yes. The customer accepted the agent's guidance to contact the retailer for further assistance regarding the washing machine.

  5. Customer Pain Point: Customer expressed frustration over the lack of account information and the confusion regarding the brand of the washing machine, which led to a wasted call.

  6. Notable Comments: Customer clarified that they had previously called LG for other appliances but were unaware that their current washing machine was not an LG product. They indicated they would reach out to the retailer for help.

[Request] DONE

Surname :

Mobile Number : 01274575000

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] SONIC DAMAGE ON DELIVERY

[Consultation contents]

[Request]

Surname :

Mobile Number : 07808650205

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDGE ICE MAKER IS NOT PRODUCING ICE FEW DAYS AGO FRIDGE FREEZER IS WORKING FINE Water tank ice

Water is dispensing. Tubes are not kinked or bent. Water tank is fitted correctly. Ice maker is switched on.

[Consultation contents]

  1. Contact Reason: Customer is experiencing an issue with the refrigerator's ice maker, which is not producing ice despite the fridge and freezer functioning properly.

  2. Customer Request: Customer seeks troubleshooting assistance to resolve the ice maker issue and restore its functionality.

  3. Agent Solution: Agent guided the customer through troubleshooting steps, including checking the ice maker's power status, ensuring the water supply is functioning, and locating a reset button on the ice maker. After pressing the reset button, the ice maker began producing ice again.

  4. Resolution Acceptance: Yes. The customer accepted the solution and expressed gratitude for the assistance provided.

  5. Customer Pain Point: Customer was frustrated by the inconvenience of not having ice available, especially after previously experiencing ice buildup issues.

  6. Notable Comments: Customer mentioned they were unaware of the reset button's existence and appreciated the agent's guidance in resolving the issue.

[Request] DONE HELP THE CUSTOMER TO PRESS THE RESET BUTTON AND IT WORKS PROPERLY

Surname :

Mobile Number :

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] AO LG AMERICAN FRIDGE FREEZER TROPICAL RATING CONSERVANTRY 10 OR 43

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer inquired about the suitability of an LG fridge freezer with a tropical rating for installation in a conservatory, concerned about temperature extremes affecting performance.

  2. Customer Request: Seeks confirmation on whether the fridge freezer can operate effectively in the conservatory's temperature range and any additional installation requirements.

  3. Agent Solution: Agent confirmed that the fridge freezer is rated to operate between 10 to 43 degrees Celsius. The agent advised ensuring proper ventilation with at least 10 to 15 cm of space at the back and sides for optimal performance.

  4. Resolution Acceptance: Yes. The customer accepted the information provided and expressed appreciation for the assistance.

  5. Customer Pain Point: Customer was concerned about potential malfunctions due to extreme temperatures in the conservatory, which could affect the fridge freezer's functionality.

  6. Notable Comments: Customer emphasized the importance of proper installation conditions and ventilation for the appliance to function correctly in the conservatory environment.

[Request] DONE RETAILER IS JUST INQUIRING INFORMATION FOR FRIDGE

Surname : BROCKWELL

Mobile Number : 07772899013

Post Code : TA6 5HJ

1st Line of Address :

Email Address : jono.1990@hotmail.co.uk

Model # : F4Y511WBLN1

Serial # : 504PNEBAV732

DOP : 15/06/2025

Retailer : LG WEBSITE

[Customer Issues] WASHER 2 DAYS AGO SHAKES SO MUCH LIKE WALKS BY ITSELF SNTI SLIPS MATTING 18/06 DELIVEED

No noise, No error codes. No leakage. Loads is not getting lumped or tangled. Shipping bolts has been removed. Unit is properly leveled. Tiled flooring. Customer put a rubber matting. Washer has the proper spacing at the back and sides.

8000519215

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is experiencing severe shaking and movement of the washing machine during the spin cycle, making it unusable since delivery on June 18.

  2. Customer Request: Customer seeks a resolution for the malfunctioning washing machine, preferring a replacement due to dissatisfaction with the product's performance.

  3. Agent Solution: Agent gathered detailed information about the washing machine, including model and serial numbers, and confirmed that the shipping bolts were removed. After consulting with technical experts, the agent offered the customer a choice between repair or replacement. The customer opted for a replacement.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution of a replacement, expressing disbelief that the washing machine was functioning correctly.

  5. Customer Pain Point: Customer is frustrated with the washing machine's performance, which has caused significant inconvenience and damage to the surrounding area due to excessive shaking.

  6. Notable Comments: Customer mentioned that they have disposed of the original packaging and have been unable to complete a wash due to the machine's issues. They also noted that they installed the machine themselves and ensured it was leveled properly.

[Request] DONE AND TRANSFERRED

CNU250620502083

Surname : KYEYUNE

Mobile Number : 07958487764

Post Code : SE9 5JF

1st Line of Address : 3 Campfield Road, LONDON, SE9 5JF, GB

Email Address : ruzena79@hotmail.com

Model # : GSL760PZXV.APZQLGU

Serial # : 012TRPT1K264

DOP : 01/01/2021

Retailer : JOHN LEWIS

[Customer Issues] REPAIR

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is inquiring about the status of a repair for their refrigerator, specifically regarding the replacement of a compressor and the timeline for the repair.

  2. Customer Request: Customer seeks an update on the repair date and details about the compressor replacement.

  3. Agent Solution: Agent coordinated with the repair department to check the status of the repair. The agent informed the customer that the engineer would contact them within two business days to provide the exact date and time for the repair. The agent also noted that the engineer would order the necessary compressor directly from the warehouse.

  4. Resolution Acceptance: No. The customer expressed frustration over the lack of specific information regarding the repair date and the delay in communication from the engineer.

  5. Customer Pain Point: Customer is frustrated by the prolonged wait for the repair and the lack of clear communication regarding the status of the compressor replacement.

  6. Notable Comments: Customer mentioned that the engineer had previously indicated the need for a new compressor but has not received any follow-up communication or confirmation about the repair schedule.

[Request] DONE

CNU250620501892 RNU250620023736

Surname : PARK

Mobile Number : 07958633735

Post Code : RG31 6LY

1st Line of Address : 96 Brooksby Road, READING, RG31 6LY, GB

Email Address : rangza75@gmail.com

Model # : FWV917WTSE.ABWQPUK

Serial # : 106PNDW06346

DOP : 25/08/2021

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] EXTENDED WARRANTY DHE NOT FULLY DRYING

Cold water tap is fully open. Unplugged and plug in again. Clothes still damp. Issue persist.

[Consultation contents]

[AI Summary]

  1. Contact Reason: Customer is calling regarding a previously submitted repair request for a washing machine that displays error code DHE, indicating a dry heater issue, and has poor drying performance.

  2. Customer Request: Customer seeks an update on the repair request status and wants to know the next steps for resolving the ongoing issue with the washing machine.

  3. Agent Solution: Agent confirmed that the repair request was approved and documented the error code. The agent asked the customer to ensure the cold water tap is fully open and suggested unplugging the appliance to reset it. The agent is in the process of scheduling a repair appointment and attaching the error code documentation.

  4. Resolution Acceptance: Yes. The customer accepted the agent's plan to schedule a repair and appreciated the follow-up on the repair request.

  5. Customer Pain Point: Customer expressed frustration over the prolonged issue with the washing machine, which has disrupted their laundry routine and resulted in inadequate drying performance.

  6. Notable Comments: Customer mentioned that they have already performed various troubleshooting steps, including cleaning, but the problem persists. They also confirmed that no parking permit is needed for the repair service as they have a driveway.

[Request] DONE BOOKING

CNU250620502384

Surname : HAYES

Mobile Number : 07470936742

Post Code : CH43 2HB

1st Line of Address : 13 Templemore Road, PRENTON, CH43 2HB, GB

Email Address : mphayescarpentry@outlook.com

Model # : F2A509GBLN1

Serial # : 503PNCYD9619

DOP : 14/06/2025 PURCHASED = 18/06/2025 DELIVERED

Retailer : LG WEBSITE

[Customer Issues] WASHER 0781689082 HAYLEY

hayley_parker@hotmail.com 22 weeks pregnant

8000518180

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling to report damage to a newly delivered LG washing machine, which was purchased on June 14 and delivered on June 18. The damage is located on the back left corner of the unit.

  2. Customer Request: Customer seeks assistance in resolving the issue of the damaged washing machine, as they are currently without a functioning unit and require it urgently.

  3. Agent Solution: Agent attempted to verify the customer's account and gather necessary information, including the model and serial numbers of the washing machine. The agent also noted that the account information was incomplete and promised to update it with the details provided by the customer. The agent assured the customer that they would work towards a resolution.

  4. Resolution Acceptance: No. The customer did not accept a proposed solution as the agent was still in the process of gathering information and had not yet provided a definitive resolution.

  5. Customer Pain Point: Customer expressed frustration over the lack of a washing machine, especially with a young child and a partner who is 22 weeks pregnant. They highlighted the urgency of the situation and the stress caused by the ongoing issue.

  6. Notable Comments: Customer mentioned that their partner had previously contacted LG multiple times regarding the issue and had sent pictures of the damage. The customer emphasized the need for a quick resolution due to their current circumstances.

[Request] DONE

CNU250620502771

RNU250620024262

Surname : LAHER

Mobile Number : 07596566742

Post Code : BB1 5PW

1st Line of Address : 50 Warrington Street, BLACKBURN, LANCASHIRE, BB1 5PW, GB

Email Address : sajlaher07@outlook.com

Model # : F4V310WSE.ABWQPUK

Serial # : 103PNFS5Q795

DOP : 19/06/2021

Retailer : JOHN LEWIS

[Customer Issues] WASHER JOHN LEWIS WASHING LONGER

Washing mixed laundry. Using Mix wash, 40 Degrees and High speed settings. Unit is properly leveled. Unplugged and plug in the unit. Tried empty wash it finished on the exact time.

P2021-06-19103PNFS5Q795

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is experiencing prolonged wash cycles with their LG washing machine, which is taking longer than the set time to complete washes, particularly with mixed loads.

  2. Customer Request: Customer is seeking a resolution for the ongoing issue, specifically requesting an engineer visit to diagnose and potentially repair the washing machine.

  3. Agent Solution: The agent explained that the prolonged wash times could be due to the clothes absorbing too much water, which affects the draining process. The agent offered to schedule an engineer visit to further investigate the issue, despite the technical team's assessment that there may not be a fault with the machine.

  4. Resolution Acceptance: Yes. The customer accepted the proposal for an engineer visit to address the washing machine's performance issues.

  5. Customer Pain Point: Customer is frustrated by the recent changes in washing machine performance, noting that this issue has not occurred before and has been persistent for the past week.

  6. Notable Comments: Customer mentioned that they have never experienced this problem previously and expressed concern about the washing machine's reliability, indicating a strong desire for a thorough investigation.

[Request] DONE BOOKING

CNU250620503805 RNU250620025023

Surname : STEWART LINDA

Mobile Number : 07745339574

Post Code : MK16 0DQ

1st Line of Address : 82 Annesley Road, NEWPORT PAGNELL, MK16 0DQ, GB

Email Address : lindabubblesstewart@hotmail.com

Model # : GSX961NSVZ.ANSQLGU

Serial # : 103TRWA5D065

DOP : 31/03/2021

Retailer : CURRYS

[Customer Issues] FRIDGE ICE DISPENSER ICE IS NOT MAKING FREEZER IS NOT WORKING PROPERLY LAST NIGHT

[Consultation contents]

Checked the unit customer cannot hear the compressor. Temperature in Fridge 2 degrees and Freezer -20. No foods that is blocking the air vents. Gasket doesn't have any visible damage. Unit has the right spacing at the side at=nd back for ventilation. Tubes are not bent or kinked. Water tank is fitted correctly. Water is dispensing. Pressed the test button and its working.

  1. Contact Reason: Customer is calling regarding a malfunctioning fridge freezer with an ice dispenser, which is not making ice and the freezer is not maintaining temperature, causing food to melt. The unit is under a ten-year warranty and is less than two years old.

  2. Customer Request: Customer seeks urgent repair service for both the ice dispenser and freezer issues to prevent food loss.

  3. Agent Solution: Agent created an account for the customer and guided them through locating the model and serial numbers. The agent explained the warranty coverage, confirming that the compressor is covered under the ten-year warranty, while other repairs would incur a charge. The total cost for the repair was quoted at £239, and the agent noted the urgency of the situation.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to pay for the repair, emphasizing the need for prompt service to avoid food spoilage.

  5. Customer Pain Point: Customer expressed frustration over the malfunctioning fridge freezer, particularly the urgency due to potential food loss and the inconvenience of needing repairs so soon after purchase.

  6. Notable Comments: Customer indicated they would attempt to find the exact purchase date but were unsure if they could locate the paperwork. They also preferred phone communication over email for updates regarding the repair.

[Request] DONE BOOKING

CNU250620504419

Surname : BILALAJ

Mobile Number : 07415523105

Post Code : CB22 5FT

1st Line of Address : 7 Harvey Lane CB22 5FT

Email Address : nkastrati25@gmail.com

Model # : GSLD81PZRF.APZQEUK

Serial # : 202TRXJ3S634

DOP : 26/03/2021

Retailer : CURRYS

[Customer Issues] FRIDGE NOT COOLING A WEEK NOW

[Consultation contents]

  1. Contact Reason: Customer is calling about an LG freezer that is not cooling properly, with symptoms persisting for less than a week.

  2. Customer Request: Customer seeks to schedule a repair service for the freezer, expressing frustration over the lack of cooling.

  3. Agent Solution: Agent verified the customer's account and warranty status, explaining that the standard warranty has expired. The agent offered a chargeable repair service for £215, which includes an engineer visit to diagnose the issue.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution, expressing dissatisfaction with the repair cost and considering purchasing a new freezer instead.

  5. Customer Pain Point: Customer is frustrated with the malfunctioning freezer and the high cost of repair, feeling that the service is not satisfactory.

  6. Notable Comments: Customer mentioned previous issues with the appliance and expressed disappointment with the warranty coverage, indicating a lack of trust in the repair process.

[Request] DONE

Surname :

Mobile Number :

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDGE FREEZER ICE DISPENSER A COUPLE OF DAYS

Water is dispensing. Tubes on the door is not kinked or bent. Water tank is fitted properly. Ice maker is switch on. Switch off and on however it makes cracking noise. Pressed the test button and turned.

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is experiencing issues with their American-style fridge freezer, specifically with the ice dispenser not functioning and making a cracking sound.

  2. Customer Request: Customer seeks troubleshooting assistance to resolve the ice dispenser issue and ensure it starts working properly.

  3. Agent Solution: Agent guided the customer through troubleshooting steps, including checking the water tank connection, ensuring the ice maker is switched on, and locating the reset button on the ice maker. The customer was able to find the reset button and confirmed that the ice maker is now filling up with ice.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and expressed hope that the issue would be resolved.

  5. Customer Pain Point: Customer is frustrated by the malfunctioning ice dispenser, which has caused inconvenience and uncertainty about the appliance's reliability.

  6. Notable Comments: Customer mentioned that the issue started after their boyfriend switched the ice maker off and back on, leading to the current problem. They indicated they would call back if the issue persists.

[Request] DONE HELPED THE CUSTOMER BY PRESSING THE RESET BUTTON AND IT WORKS

Surname :

Mobile Number :

Post Code :

1st Line of Address :

Email Address :

Model # : GSLD80PZRF.APZQLGT

Serial # :

DOP :

Retailer :

[Customer Issues] INQUIREY FRIDGE SOME PARTS

INVERTER FOR THE COMPRESSOR

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is inquiring about purchasing parts for a French freezer, specifically looking for the inverter board for the compressor, as they are unable to find it through their usual supplier.

  2. Customer Request: Customer seeks assistance in identifying the correct part number for the inverter board and possibly ordering it.

  3. Agent Solution: Agent explained that they do not provide internal parts for the fridge freezer. Instead, they offered a chargeable repair service where a technician could assess the unit and determine the necessary parts. The agent also clarified that they do not have visibility on part numbers and could not provide the requested information directly.

  4. Resolution Acceptance: No. The customer expressed frustration with the inability to obtain part numbers and felt that the only solution offered was inadequate.

  5. Customer Pain Point: Customer is frustrated by the lack of access to part numbers and feels that being charged for a technician visit just to identify parts is unreasonable. They are dissatisfied with the service provided.

  6. Notable Comments: Customer emphasized the importance of having part numbers readily available for repairs and expressed disappointment in the lack of support from the agent regarding part inquiries.

[Request] DONE ENGINEER IS JUST INQUIRING FOR PARTS HOWEVER WE CANNOT PROVIDE ANY REPAIR PART NUMBER SINCE WE DON'T HAVE A VISIBILITY TO THAT

CNU250620504320

Surname : LAURA DOBSON

Mobile Number : 07730589916

Post Code : SK9 3AD

1st Line of Address : 12 HALL ROAD

Email Address : lbradshaw1985@rocketmail.com

Model # : GSL561PZUZ.APZQLGU

Serial # : 012TRAR10328

DOP : 16/02/2021

Retailer :

[Customer Issues] FRIDGE FREEZER SIDE IS NOT WORKING PROPERLY TEMP FRIDGE 3 FREEZER -24

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is experiencing issues with their American fridge freezer, specifically that the freezer is not functioning properly over the last few days.

  2. Customer Request: Customer seeks assistance to understand their options for repair, including the possibility of scheduling a service visit.

  3. Agent Solution: Agent advised the customer to check the current temperatures of the fridge and freezer, which were reported as 3 degrees and -24 degrees respectively. The agent suggested monitoring the unit for 24 hours to see if it cools properly before considering a service appointment.

  4. Resolution Acceptance: Yes. The customer accepted the agent's suggestion to monitor the appliance for 24 hours before deciding on further action.

  5. Customer Pain Point: Customer is frustrated with the malfunctioning freezer, which is causing concern about food preservation and the inconvenience of the appliance not working as expected.

  6. Notable Comments: Customer expressed confusion about the normal operation of the fridge and freezer, questioning why one compartment might work while the other does not.

[Request] DONE

Surname :

Mobile Number : 07549295537

Post Code :

1st Line of Address :

Email Address :

Model # : F4Y511WBLN1

Serial # : 501PNSVJN566

DOP :

Retailer :

[Customer Issues] WASHER SOFTENER UE 2 DAYS AGO JUST A WEEK

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is experiencing issues with a newly purchased LG washing machine, specifically that the softener is not activating and the machine frequently pauses mid-cycle, displaying a UE error code.

  2. Customer Request: Customer seeks assistance with troubleshooting the washing machine and is considering a replacement due to the ongoing issues.

  3. Agent Solution: Agent explained that the UE error code indicates an unbalanced load, which can cause the machine to stop to prevent damage. The agent suggested contacting the retailer for a replacement since the unit is within the return period and provided the customer with the retailer's contact number for further assistance.

  4. Resolution Acceptance: Yes. The customer accepted the agent's suggestion to contact the retailer for a replacement, acknowledging the unit's issues.

  5. Customer Pain Point: Customer expressed frustration over the washing machine's malfunction shortly after purchase, highlighting the inconvenience caused by the softener not working and the frequent pauses during cycles.

  6. Notable Comments: Customer mentioned having a five-year care plan and that the washing machine was purchased only a week prior, indicating urgency in resolving the issue.

[Request] DONE PROVIDE THE CURRYS NUMBER SINCE CUSTOMER SINCE CUSTOMER HAVE A CAREPLAN TO THE RETAILER AND STILL WITHIN RETURN PERIOD