Offline Notepad View raw

Shared snapshot

18/07 CALLS

RNU250718025084

Surname : MCCABE

Mobile Number : 07828134361

Post Code : E5 8AP

1st Line of Address : 172b Brooke Road E5 8AP LONDON, E5 8AP, GB

Email Address : gimccabe7@gmail.com

Model # :

Serial # :101PNQE3G652

DOP : F4V310WSE.ABWQPUK

Retailer : JOHN LEWIS

[Customer Issues] WASHER STRANGER NOISE AND VIBRATING P2021-04-05101PNQE3G652 Noise During Spin Drying [Rattle, Swish, Ra-Ta-Ta]

CUSTOMER WILL PROVIDE A PARKING VOUCHER

Half load of clothes has been put on the unit when customer did the short video. No error codes. Unit is properly leveled. Flooring is a vinyl underneath is plywood an whole flooring under it. Unit has proper spacing n the sides and at the back. Issue persists.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is experiencing a strange noise and shaking during the spin cycle of their washing machine, which they previously reported to another agent and provided a video of the issue.

  2. Customer Request: Customer seeks assistance in resolving the noise and shaking problem, potentially through troubleshooting or scheduling a repair.

  3. Agent Solution: Agent confirmed the issue was escalated to technical experts for further evaluation. The agent reviewed the video provided by the customer and documented the details of the noise and shaking for the technical team. The agent is in the process of booking a service appointment based on the technical team's recommendations.

  4. Resolution Acceptance: No. The customer is still waiting for a resolution as the agent is coordinating with technical experts and has not yet finalized a service appointment.

  5. Customer Pain Point: Customer is frustrated with the ongoing issue of the washing machine making noise and shaking, which disrupts their laundry routine and raises concerns about the machine's reliability.

  6. Notable Comments: Customer mentioned purchasing the washing machine from John Lewis and expressed urgency in resolving the issue due to its impact on their daily activities.

[AI Summary]

  1. Contact Reason: Customer is experiencing a strange noise and shaking from their washing machine during the spin cycle, and they previously uploaded a video of the issue for review.

  2. Customer Request: Customer seeks a repair appointment for the washing machine to address the noise and vibration issues.

  3. Agent Solution: Agent coordinated with technical experts regarding the customer's issue and scheduled a repair appointment. The agent confirmed details such as the customer's address, parking arrangements, and the washing machine's specifications, including the absence of error codes and proper leveling.

  4. Resolution Acceptance: Yes. The customer accepted the scheduled repair appointment and provided necessary details for the visit.

  5. Customer Pain Point: Customer expressed frustration over the washing machine's performance, particularly the noise and vibration, which disrupts their laundry routine.

  6. Notable Comments: Customer mentioned they can provide a parking voucher for the technician and noted that the washing machine was purchased from John Lewis. They also confirmed that the flooring is new and stable.

[Request] DONE BOOKING

RNU250718028784

Surname : AHMAD

Mobile Number : 07305292953

Post Code : WA15 8HY

1st Line of Address : 18 Prestbury Avenue, ALTRINCHAM, WA15 8HY, GB

Email Address : osamah37@icloud.com

Model # : FWY706WWTN1.ABWQPUK

Serial # : 412PNDWCD234

DOP : 04/04/2025

Retailer : JOHN LEWIS

[Customer Issues] VCU250718047022_01

[Consultation contents] Contact DateTime: 2025-05-30 17:54 Contact Type: Calls VOC Selected: Social Issues (PL), Burning, Burning Smell Product Type: Home Appliances Model: FWY706WWTN1.ABWQPUK Purchase Date: 2025-04-04 Description: The customer contacted us regarding their unit, which is becoming extremely hot—hot enough to cause a burn if touched for an extended period. They confirmed that the unit is very hot to the touch, especially when they try to touch the glass. Additionally, the customer reports a burning smell whenever they use the drying cycle, particularly with settings that include a dry cycle. Despite trying to dry clothes for an extended period, the clothes do not dry, and this issue has persisted since the day they purchased the unit. Initially, they avoided using the dry cycle after experiencing these problems, but recently, their wife attempted to use a drying setting again, and the burning smell and heat issue reoccurred. The customer is requesting either a repair or a possible replacement of the unit. History: None Troubleshooting: N/A Customer Request: Investigation Agent Actions: Raise for VOC, PL and Requested Repair Next Step: Inspection to be carried out. Customer Reaction: Disappointed

[Request] DONE PL

CNU250718761622

Surname : BEADMAN

Mobile Number : 07443003697

Post Code : BH15 4HE

1st Line of Address : 3 Ridgemount Gardens, POOLE, DORSET, BH15 4HE, GB

Email Address :

Model # : GSJV91BSAE.ABSQLGU

Serial # : 107TRGQ13119

DOP : 23/11/2021

Retailer : CURRYS

[Customer Issues] FRIDGE IS WORKING FINE AND FREEZER IS NOT COOLING WEDNESDAY ECL ERROR NOVEMBER 2021 215 POUNDS leaking on low side because of the bad valve

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about an LG American-style fridge freezer that is not functioning properly; the freezer is not working, and the customer received an error code indicating a coolant leak.

  2. Customer Request: Customer seeks a resolution for the malfunctioning freezer, including potential compensation for the repair visit and consideration for a refund or replacement due to the unit's age.

  3. Agent Solution: Agent verified the customer's account and the engineer's report, which stated the unit is unrepairable due to a coolant leak. The agent coordinated with the repair department to explore alternative resolutions, such as a possible exchange or partial refund, pending further review of the engineer's report.

  4. Resolution Acceptance: No. The customer expressed skepticism about the possibility of a solution and was frustrated by the situation, indicating they would not receive a full refund due to the unit's age.

  5. Customer Pain Point: Customer is frustrated by the unexpected failure of the fridge freezer after only three and a half years of use, especially given the high cost and the expectation of durability.

  6. Notable Comments: Customer mentioned their loyalty to LG products and expressed disbelief that such a relatively new appliance could fail. They also noted the inconvenience of having to discard food due to the freezer malfunction.

[AI Summary]

  1. Contact Reason: Customer is calling about an LG American-style fridge freezer purchased in November 2021, which has a malfunctioning freezer that is not working due to a coolant leak, resulting in spoiled food.

  2. Customer Request: Customer seeks a resolution for the malfunctioning freezer, including the possibility of a partial refund or replacement, given the unit's relatively short lifespan.

  3. Agent Solution: Agent verified the customer's account and confirmed the engineer's report stating the unit is unrepairable. The agent coordinated with the repair department to explore alternative resolutions, including a potential partial refund, and informed the customer that they would receive an update within two business days.

  4. Resolution Acceptance: Yes. The customer accepted the possibility of a partial refund and expressed appreciation for the agent's assistance.

  5. Customer Pain Point: Customer is frustrated by the unexpected failure of the fridge freezer after only three and a half years, leading to food spoilage and inconvenience.

  6. Notable Comments: Customer expressed a strong preference for LG products and mentioned their disappointment with the unit's failure, despite having had positive experiences with other LG appliances in the past.

[Request] DONE RAISING TO PARTIAL REFUND

CNU250718762045

Surname : LEEMING

Mobile Number : 07866338113

Post Code : WS13 8HU

1st Line of Address : Oxclose House, Grange Lane, LICHFIELD, WS13 8HU, GB

Email Address : mikeleeming@yahoo.com

Model # : F4V310SSE.ASSQPUK

Serial # : 111PNCY1T467

DOP : 01/04/2022

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] WASHER APRIL 2022 LEAKING FROM UNDER THE UNIT END OF EVERY CYCLE 2 WEEKS AGO

Checked the drain hose is not blocked, kinked or bent. Drain doesn't have any clogged. Water is draining properly and leak will happen when it's almost finish the cycle. Inlet and outlet pipes doesn't have any visible damage. No error codes. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about a leak from the bottom of their LG washing machine purchased in April 2022 and is unsure if it is registered for warranty.

  2. Customer Request: Customer seeks assistance in verifying warranty registration and resolving the leakage issue.

  3. Agent Solution: Agent verified the serial number and confirmed the unit is not registered in the system. The agent created an account for the customer and inquired about the leak's specifics. After consulting with support, the agent informed the customer that they could register the unit for an extended warranty if proof of purchase is available.

  4. Resolution Acceptance: Yes. The customer accepted the possibility of registering for an extended warranty and confirmed they have proof of purchase.

  5. Customer Pain Point: Customer expressed frustration over the leakage issue occurring shortly after purchase and the uncertainty regarding warranty coverage.

  6. Notable Comments: Customer mentioned they purchased the washing machine from AO.com and have proof of purchase available for warranty registration.

[AI Summary]

  1. Contact Reason: Customer is calling about a leak from the bottom of their LG washing machine purchased in April 2022 and is unsure if it is registered for warranty.

  2. Customer Request: Customer seeks assistance in registering the unit for warranty and arranging a repair for the leakage issue.

  3. Agent Solution: Agent confirmed the unit was not registered and initiated the process to create an account for the customer. The agent requested proof of purchase and the serial number to register the unit for an extended warranty. Once registered, the agent will arrange for a repair service, with the engineer contacting the customer within two business days.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to provide the necessary documentation via email.

  5. Customer Pain Point: Customer expressed frustration over the leakage issue occurring shortly after the warranty period and the inconvenience of needing repairs.

  6. Notable Comments: Customer mentioned having proof of purchase and was informed that the repair process would be initiated once the required documents are submitted. Customer also confirmed no parking permit is needed for the repair visit.

[Request] DONE REGISTERING FOR WARRANTY AFTER IT WILL BE APPROVED WILL BOOK THE UNIT FOR REPAIR

CNU250718762370 RNU250718026041

Surname : NORTH

Mobile Number : 07837016722

Post Code : BS48 2FY

1st Line of Address : 36 Rhyne View, BRISTOL, BS48 2FY, GB

Email Address : allinorth@hotmail.co.uk

Model # : F4Y513WWLN1.ABWQPUK

Serial # : 405PNPD82816

DOP : 25/08/2024

Retailer : CURRYS

[Customer Issues] WASHER Unit is plugged in directly to the wall outlet. Control panel doesn't have any visible damage and no spilled water. Checked fuse is working properly. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer's washing machine has stopped working completely; it filled with water but then powered off, and there is no display or error code showing.

  2. Customer Request: Customer seeks troubleshooting assistance to resolve the issue or to schedule a repair if necessary.

  3. Agent Solution: Agent guided the customer through troubleshooting steps, including checking for visible damage, ensuring the machine is plugged directly into an outlet, and verifying the fuse. The agent also created an account for the customer to facilitate further assistance.

  4. Resolution Acceptance: No. The customer did not accept a solution as the issue was not resolved during the call, and further action may be needed.

  5. Customer Pain Point: Customer expressed frustration over the washing machine's heavy weight, making it difficult to move for troubleshooting, and the inconvenience caused by the machine's malfunction.

  6. Notable Comments: Customer mentioned this was their first call to LG for assistance and provided detailed information about the purchase date and location, indicating they have the receipt for reference.

[AI Summary]

  1. Contact Reason: Customer's washing machine has stopped working completely; there is no display or error code, and it does not power on after attempting to use it.

  2. Customer Request: Customer seeks a repair appointment for the washing machine, as it is essential for their household needs.

  3. Agent Solution: Agent conducted troubleshooting by confirming the absence of power and checking for any visible damage or issues with the control panel. After verifying the customer's details and creating an account, the agent scheduled a priority repair service, informing the customer that an engineer would contact them within two business days to confirm the exact appointment date and time.

  4. Resolution Acceptance: Yes. The customer accepted the scheduled repair and appreciated the priority status due to their busy household.

  5. Customer Pain Point: Customer expressed frustration over the inconvenience caused by the washing machine malfunction, especially given their busy household and need for clean uniforms.

  6. Notable Comments: Customer mentioned reliance on the washing machine for a busy household and requested timely service due to the urgency of their situation.

[Request] DONE BOOKING

Surname :

Mobile Number : 07808391769

Post Code :

1st Line of Address :

Email Address :

Model # : GMM41MSBEM

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDGE FREEZER

Feedback for domestic and general they did not recognize the model number of the unit they still confirmed that the guarantee is still register it on their end

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer called to clarify the warranty registration process for a newly purchased fridge freezer and provide feedback on the service received from the warranty management company, Domestic and General.

  2. Customer Request: Customer seeks confirmation on the warranty registration and whether they need a personal guarantee confirmation code.

  3. Agent Solution: Agent explained that the standard two-year warranty is automatically attached to the unit upon purchase and that the receipt serves as proof of warranty. The agent clarified that no personal guarantee confirmation code is provided by Domestic and General, and the customer can contact either LG or Domestic and General for service.

  4. Resolution Acceptance: Yes. The customer accepted the explanation regarding the warranty and agreed that keeping the receipt is sufficient for future reference.

  5. Customer Pain Point: Customer expressed frustration over the lack of clarity in the warranty registration process and the inconsistency between LG's documentation and the service provided by Domestic and General.

  6. Notable Comments: Customer emphasized the need for LG to update their procedures to ensure consistency in communication regarding warranty confirmation codes, as the information provided by Domestic and General contradicted LG's literature.

[Request] JUST A FEEDBCK TO THE PROCESS

CNU250718763309

Surname : SALOTRA

Mobile Number : 07368135674

Post Code : CV6 5AT

1st Line of Address : 22 Park Street, COVENTRY, CV6 5AT, GB

Email Address : esaltoar@googlemail.com

Model # : F4V310WNE.ABWQPUK

Serial # : 204PWWHKB481

DOP : 05/08/2022

Retailer : CURRYS

[Customer Issues] WASHER CUTTING THE TIME OF THE WASH ECO 40 60 3 HRS 44 MIN HOWEVER AFTER AN HOUR THE TIME WILL JUST BE 45MINS

Note: Customer will ring us back if the issue will still happen. The issue is the wash supposed to be 3hrs and 44mins then it will become 46mins left customer says that it is not cleaning the clothes properly because of it.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is experiencing issues with their LG washing machine, where the wash cycle time is inaccurately displayed and the clothes are not washing properly.

  2. Customer Request: Customer seeks clarification on the washing machine's performance and resolution for the washing issues.

  3. Agent Solution: Agent explained that the washing machine adjusts the wash time based on the weight of the load, which can cause fluctuations in the displayed time. The agent suggested trying smaller loads to see if the issue persists and recommended documenting any discrepancies with a short video for further investigation.

  4. Resolution Acceptance: Yes. The customer accepted the explanation and agreed to test with smaller loads and document any issues.

  5. Customer Pain Point: Customer is frustrated that the washing machine is not performing as expected, particularly noting that it used to function correctly and the clothes are not coming out clean.

  6. Notable Comments: Customer mentioned that the washing machine's performance has changed recently, and they are willing to provide video evidence if the issue continues.

[Request] DONE

CNU250718766720

Surname : AYDOGDU

Mobile Number : 07765874458

Post Code :

1st Line of Address :

Email Address :

Model # : GRB27TUJA

Serial # :

DOP :

Retailer :

[Customer Issues] door hinge for the fridge Plate that was on the buttom of the door hinge the one tha is opning and closing the door stopper assemble

[Consultation contents]

[AI Summary]

  1. Contact Reason: Customer is calling to order a part for their refrigerator, specifically the door hinges and associated components.

  2. Customer Request: Customer seeks assistance in ordering the correct part for their fridge, providing model numbers and descriptions.

  3. Agent Solution: Agent verified the model number and part details with the customer. After confirming the specifics, the agent coordinated with technical experts to identify the correct part. The agent then provided two websites where the customer can purchase the parts directly.

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

  5. Customer Pain Point: Customer expressed frustration with the difficulty in identifying the correct part and the lengthy process of ordering it.

  6. Notable Comments: Customer provided detailed part numbers and descriptions, indicating a proactive approach to resolving the issue. The customer was patient throughout the call despite the delays.

[Request] DONE

Surname : CLARY

Mobile Number : 01243958540 / 07713867862

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer : CURRYS

[Customer Issues] WASHER DELIVERED ON MONDAYS WOBBLING CUR2563977686

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling regarding a newly delivered washing machine that is wobbling and not spinning properly. An engineer has already assessed the unit and deemed it faulty, recommending a replacement.

  2. Customer Request: Customer seeks assistance in coordinating the replacement of the faulty washing machine, as advised by the engineer.

  3. Agent Solution: The agent attempted to verify the customer's details and order information to facilitate the replacement process. The agent also communicated with the customer about the need for a reference number from the delivery service to proceed with the replacement coordination.

  4. Resolution Acceptance: No. The customer did not accept a proposed solution as the agent was unable to provide immediate assistance without the necessary reference number.

  5. Customer Pain Point: Customer expressed frustration over being transferred between multiple departments and not receiving clear guidance or a reference number for the replacement process.

  6. Notable Comments: Customer mentioned that the washing machine was delivered only recently and has already encountered significant issues, leading to dissatisfaction with the service received.

[Request] DONE NO NEED TO DOCU

CNU250718764477

Surname : THOMPSON

Mobile Number : 07474475463

Post Code : NG34 0RD

1st Line of Address : 11 High Gate, Helpringham, SLEAFORD, NG34 0RD, GB

Email Address : petethompson123@btinternet.com

Model # : F2Y509WBLN1

Serial # : 309PNGX7Y871

DOP : 29/09/2023

Retailer : LG ELECTRONICS

[Customer Issues] WASHER A FEW YEARS AGO Ms. Holly Her mobile number: 07702098975 STOP MID CYCLE AND NO POWER Electricity inside the machine however there is no display at all

Unit is plugged in directly to the wall outlet. Electrician verified that there is still electricity inside the machine. Control panel doesn't have any visible damage and not have been spilled with water. Checked the fuse and fuse still fine. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about an LG washing machine that is completely unresponsive and stopped mid-cycle, leaving water inside the drum.

  2. Customer Request: Customer requests a service appointment to have the washing machine repaired.

  3. Agent Solution: Agent verified the serial and model numbers, created an account for the customer, and confirmed that the washing machine is still under warranty based on the manufacturing date. The agent requested a photo of the serial sticker for documentation and offered to schedule a repair service.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to provide the requested photo for warranty verification.

  5. Customer Pain Point: Customer expressed frustration over the washing machine malfunctioning mid-cycle, causing inconvenience and leaving water in the unit. The customer also mentioned difficulties accessing their account for warranty information.

  6. Notable Comments: Customer indicated they are a qualified electrician and confirmed that power is reaching the machine, but it remains unresponsive. They also mentioned that they cannot access their account due to technical issues.

[AI Summary]

  1. Contact Reason: Customer is calling about an LG washing machine that is completely unresponsive and stopped mid-cycle, leaving water inside.

  2. Customer Request: Customer requests a repair service to fix the washing machine.

  3. Agent Solution: Agent verified the serial number and model of the washing machine. After confirming the unit is still under warranty, the agent requested a photo of the serial sticker for documentation. The agent will book a repair service once the photo is received and provided a case number for tracking.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to send the required photo for the repair booking.

  5. Customer Pain Point: Customer expressed frustration over the washing machine malfunctioning mid-cycle, causing inconvenience and leaving water in the unit.

  6. Notable Comments: Customer mentioned being a qualified electrician, confirming that the machine has power but is unresponsive. The customer also indicated difficulty accessing their account for warranty verification.

[Request] DONE AND TAGGED TO WG TEMP

CNU250718764830

Surname : BROOME

Mobile Number : 07866460783 / 02039151949

Post Code : CF33 4HJ

1st Line of Address : 2 School House Close North Cornelly BRIDGEND, CF33 4HJ, GB

Email Address : stuart_broome@sky.com

Model # : GSXV80PZLE.APZQLGU

Serial # : 301TRHZ0P145

DOP : 26/04/2024

Retailer : COSTCO - FARNBOROUGH

[Customer Issues] JOHN FROM FRIDGE IS UNREPIRABLE

[Consultation contents] 18/07 RES

Customer called in to follow up the exchange of the unit. I advised that it will take up to 28 days, once he accepted an offered model unit. he is complaining that he was initially advised that it will only take 2-3 working days to sign of and the new unit will be delivered after that. I apologise to the customer regarding the matter. I advised that the process is still within the timeframe and he will receive further update once it has been finalized Customer agreed. .

[Request] DONE TRANSFERRED TO RESO

CNU250718766742

Surname : SADIDOS

Mobile Number : 07368119716

Post Code : E13 9PT

1st Line of Address : 151 Boundary Road, LONDON, E13 9PT, GB

Email Address : queen.sadidos@hotmail.com

Model # : F4Y913BCTA1.APBQPUK

Serial # : 310PNBM07701

DOP : 28/02/2024

Retailer : DOMESTIC AND GENERAL SERVICES LTD

[Customer Issues] WASHER SINK WAS BLOCKED OE ERROR

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about an unresolved issue with their LG washing machine, which was inspected by an engineer two days prior but could not be fixed due to a blocked sink, which has since been resolved.

  2. Customer Request: Customer seeks a follow-up service appointment to address the ongoing issue with the washing machine, as the problem persists despite the previous visit.

  3. Agent Solution: Agent requested a photo of the error code to facilitate scheduling another engineer visit. The agent noted the need for this information to proceed with the repair process and offered to check the system for any previous documentation related to the issue.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution as they were unable to provide the required photo of the error code during the call.

  5. Customer Pain Point: Customer expressed frustration over the unresolved issue with the washing machine and the inconvenience caused by the repeated service visits without resolution.

  6. Notable Comments: Customer mentioned that their daughter had previously sent a photo of the error code to the agent's colleague, indicating that there may be existing documentation that could assist in resolving the issue.

[Request] DONE

CNU250718766079 RNU250718028862

Surname : TALAB

Mobile Number : 07411039061

Post Code : BL0 0BE

1st Line of Address : 69 Poplar Grove, BURY, BL0 0BE, GB

Email Address : hsayyad@yahoo.com

Model # :

Serial # : 309TRWAEC329

DOP :

Retailer :

[Customer Issues] Telepresence: Yes Customer advised about Parking Permits: Yes Service Bulletin: N\a Warranty Status: In Warranty Fault: E CL Troubleshooting: Unplugged the unit and pugged it back after 60 seconds but after an hour issue still persist. .No blocking on the air vents. Additional notes: No parking permit needed. Email: hsayyad@yahoo.com Primary Number: 07411039061 Retailer: Curry's

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling regarding a recurring error code (ECF) displayed on their fridge freezer, which has persisted despite previous repairs.

  2. Customer Request: Customer seeks a resolution for the ongoing issue, specifically requesting another repair appointment due to the new error code.

  3. Agent Solution: Agent confirmed the error code and noted that it is a different fault from previous visits. The agent scheduled a new repair appointment and asked additional questions to complete the booking form. The agent ensured that the technician would be aware of the ongoing issues.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to the scheduling of another repair appointment.

  5. Customer Pain Point: Customer expressed frustration over the repeated visits from technicians and the unresolved issues with the fridge freezer, highlighting the inconvenience caused by the malfunction.

  6. Notable Comments: Customer mentioned that technicians had visited multiple times for the same issue, indicating a lack of effective resolution. Customer is concerned about the reliability of the appliance after several repairs.

[AI Summary]

  1. Contact Reason: Customer is calling regarding a recurring error code (ECF) on their fridge freezer, which has been previously serviced multiple times without resolution.

  2. Customer Request: Customer seeks a new repair appointment to address the ongoing issue with the fridge freezer, as the error code has reappeared after recent repairs.

  3. Agent Solution: Agent confirmed the error code and noted that it is a new fault. The agent scheduled a new repair appointment and requested the customer to upload a recent photo or video of the error code for validation. The agent also provided the customer with a case number for reference.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to send the requested video for further verification.

  5. Customer Pain Point: Customer expressed frustration over the repeated failures of the fridge freezer and the inconvenience caused by the unresolved error code, highlighting that the appliance has been serviced multiple times without a lasting fix.

  6. Notable Comments: Customer mentioned that the left side of the fridge is excessively hot, indicating potential issues with air circulation. The customer also noted that they had previously uploaded a video of the error code for review.

[Request] DONE BOOKING

CNU250718765604

Surname : DUKE

Mobile Number : 07468918500

Post Code : SG12 7DT

1st Line of Address : 62 King George Road, WARE, SG12 7DT, GB

Email Address : frank.duke@hotmail.co.uk

Model # : GSLV71PZTD.APZQLGU

Serial # : 306TRZY2Y805

DOP : 01/12/2023

Retailer : DOMESTIC AND GENERAL SERVICES LTD

[Customer Issues] FRIDGE

Tubes are not kinked or bent. Using a water tank. Can dispense water however it's not dispensing or making ice at all.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling because their refrigerator is not producing ice, and they need assistance with resetting the ice maker. The refrigerator is still under warranty.

  2. Customer Request: Customer seeks guidance on how to reset the ice maker and resolve the issue, as they are currently at home.

  3. Agent Solution: Agent provided step-by-step instructions to locate and press the test button under the ice maker. The agent advised adjusting the freezer temperature and confirmed that the customer should hear a motor sound when the reset is successful. The agent also noted the customer's address for documentation.

  4. Resolution Acceptance: No. The customer did not confirm that the ice maker was functioning after following the instructions, indicating the issue persists.

  5. Customer Pain Point: Customer expressed frustration with the ongoing issue of the ice maker not working, despite being under warranty, and the inconvenience it causes.

  6. Notable Comments: Customer mentioned they had previously sent documents to confirm the warranty status and expressed a desire to resolve the issue quickly, as they rely on the ice maker regularly.

[AI Summary]

  1. Contact Reason: Customer is calling because their fridge is not producing ice, despite being under warranty. They were advised to reset the ice maker but are unsure how to do it.

  2. Customer Request: Customer seeks assistance with troubleshooting the ice maker issue and wants to know how to reset it.

  3. Agent Solution: Agent guided the customer through the process of locating and pressing the test button on the ice maker. After several attempts and adjustments to the freezer temperature, the agent confirmed the ice maker was switched on and instructed the customer to press the test button again, which resulted in the ice maker making noise, indicating it was functioning.

  4. Resolution Acceptance: Yes. The customer accepted the solution and expressed appreciation for the agent's help, indicating they would check if the ice maker produces ice the following day.

  5. Customer Pain Point: Customer expressed frustration over the inconvenience of the ice maker not working and the confusion regarding the reset process.

  6. Notable Comments: Customer mentioned that the fridge was a replacement from an insurance company and that they would follow up the next day to confirm if the ice maker is now functioning properly.

[Request] DONE

CNU250718766616

Surname : BRAGG

Mobile Number : 07811156896

Post Code : B38 8RA

1st Line of Address : 46 Granshaw Close, BIRMINGHAM, WORCESTERSHIRE, B38 8RA, GB

Email Address : andybragg.electrical@hotmail.co.uk

Model # : GSLD50DSXM.ADSQLGU

Serial # : 205TRXJ1F250

DOP : 22/07/2022

Retailer : CURRYS

[Customer Issues] FRIDGE

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer called regarding a previous repair for their fridge freezer, specifically inquiring about a refund for materials that were not used during the service.

  2. Customer Request: Customer seeks a refund of £115 for materials that were not utilized during the repair visit.

  3. Agent Solution: Agent confirmed that no materials were used during the repair and offered a partial refund. The agent explained that the refund would be processed by the resolutions team, deducting £105 for the engineer's labor, and the customer would be contacted within two business days regarding the refund.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and expressed satisfaction with the arrangement for the partial refund.

  5. Customer Pain Point: Customer expressed frustration over being charged for materials that were not used during the repair, leading to a request for a refund.

  6. Notable Comments: Customer mentioned the specific amount owed for the materials and noted that they were only charged for labor, indicating a clear understanding of the service provided.

[Request] DONE TAGGING TO RES CALLBACK FOR REFUND