_________________________________________

CNU251001448064
RNU251001050171

Surname : KERSHAW

Mobile Number : 07552529442

Post Code : GL50 3FL

1st Line of Address : 107 RIVERSHILL, CHELTENHAM, GL50 3FL, GB

Email Address  : benedictkershaw@icloud.com

Model # : FWV796STSE.ASSQPUK

Serial # : 202PNFS3J067

DOP : 16/06/2022

Retailer : JOHN LEWIS

[Customer Issues]
No parking permit needed. Recall job. Extended Warranty approval was on this case number: CNU250807960823. Customer wants to have the engineer checked the unit carefully. Customer also request for the soonest appointment. 
 
Cold water tap is fully opened. Unplugged and plugged back the unit. Issue still persists.

dHE Error 

[Consultation contents]
[AI Summary]

[Contact Reason]
- Customer experiencing issues with washing machine/dryer combo. Error code related to heating element persists after fan replacement.
[Product Symptom]
* Symptom: Heating element error code (DHE) during drying cycle.
* Timeline/Duration: Error reoccurred after fan replacement on 23 September; previous repair on 21 August.
* Environment: Not Specified.
* Self-troubleshooting: Unplugged and plugged in the appliance again.
* History: Extended warranty confirmed; unit purchased from John Lewis.
[Agent Solutions]

1. Verify Error Code:
Confirmed DHE error code reported by customer.

2. Check Previous Repairs:
Reviewed last repair date (21 August) and confirmed fan replacement.

3. Warranty Verification:
Confirmed extended warranty eligibility for recall job due to recent repair.

4. Check Water Supply:
Verified that cold water tap is fully opened.

5. Document Customer Information:
Collected email and mobile number for account verification.


[Final Resolution]
- Scheduled recall job for heating element error under extended warranty. Agent documented customer details for follow-up.
[Service Notes]
- Customer has extended warranty; previous repair within 90 days qualifies for recall. Street parking may be required for technician visit.
[Executive Summary]
The customer reported a persistent heating element error code (DHE) on their washing machine/dryer combo after a fan replacement. The agent confirmed the error code and reviewed the repair history, noting that the last service was within the warranty period, qualifying for a recall job. The agent verified the customer's warranty status and documented necessary information for scheduling the technician. A recall job was scheduled to address the heating element issue under the extended warranty.

[AI Summary]

[Contact Reason]
- Customer experiencing issues with washing machine/dryer combo. Error code related to heating element persists after fan replacement.
[Product Symptom]
* Symptom: Heating element error code (DHE) displayed on the app during drying cycle.
* Timeline/Duration: Error reoccurred after fan replacement on 23 September; previous repair on 21 August.
* Environment: Not Specified.
* Self-troubleshooting: Unplugged and plugged in the appliance again; confirmed cold water tap is fully opened.
* History: Extended warranty confirmed; unit purchased from John Lewis.
[Agent Solutions]

1. Verify Error Code:
Confirmed DHE error code reported by customer.

2. Check Previous Repairs:
Noted last repair for the same error was on 21 August.

3. Confirm Warranty Status:
Verified extended warranty is active for the unit.

4. Check Water Supply:
Customer confirmed cold water tap is fully opened.

5. Document Call:
Recorded details of the call and customer’s request for a technician visit.

6. Schedule Engineer Visit:
Noted that an engineer will contact the customer within two business days for scheduling.


[Final Resolution]
- Engineer to contact customer within two business days for service appointment. Noted as a recall job due to recurring error.
[Service Notes]
- Customer expressed dissatisfaction with previous repair attempts; technician visits were brief and did not adequately address the issue.
[Executive Summary]
The customer reported a persistent heating element error code (DHE) on their washing machine/dryer combo after a fan replacement. The agent verified the error code, checked the warranty status, and confirmed the cold water supply was adequate. An engineer visit was scheduled as a recall job due to the recurring issue. The customer expressed concerns about the thoroughness of previous repairs. The agent documented the call and assured the customer that they would be contacted within two business days for scheduling.

[Request]
DONE BOOKING, SMS AND TASK 
_________________________________________

 CNU251001443607

Surname : MASANIELLO

Mobile Number : 07943725722

Post Code : UB7 7UE

1st Line of Address : 41 Rowan Road  UB7 7UE  

Email Address  : mmasaniello21@gmail.com

Model # : FDJ608W.ABWQKUK

Serial # : 912KWSB4A998

DOP : 20/10/2020

Retailer : 

[Customer Issues]
tumble dryer
5yrs ago

[Consultation contents]
[AI Summary]

[Contact Reason]
- Customer reports a problem with a product purchased five years ago. Customer states the compressor is not working and seeks clarification on warranty coverage.
[Product Symptom]
- Symptom: Compressor not functioning. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Product purchased five years ago, compressor covered under a ten-year warranty.
[Agent Solutions]

1. Verify Warranty:
Agent confirmed the unit was purchased in 2020 and is covered under a ten-year warranty for the compressor.

2. Explain Repair Process:
Agent advised customer to contact an authorized service center for motor replacement.

3. Clarify Warranty Limitations:
Agent explained that while the compressor is under warranty, labor costs for repairs are not covered due to the unit exceeding six years of age.

4. Refund Process:
Agent informed customer that a refund for the compressor part would be processed after the repair.


[Final Resolution]
- Customer advised to contact an authorized service center for repairs. Refund for the compressor part will be processed post-repair. Labor costs not covered under warranty.
[Service Notes]
- N/A.
[Executive Summary]
The customer contacted support regarding a malfunctioning compressor on a product purchased five years ago, seeking warranty clarification. The agent confirmed the compressor is under a ten-year warranty but explained that labor costs for repairs are not covered due to the unit's age. The customer was instructed to contact an authorized service center for repairs and informed about the refund process for the compressor part. No additional service notes were necessary.

[AI Summary]

[Contact Reason]
- Customer reports a problem with a tumble dryer purchased five years ago. Previous tests indicated a faulty compressor. Customer inquires about warranty coverage for repairs.
[Product Symptom]
* Symptom: Compressor not working.
* Timeline/Duration: Not Specified.
* Environment: Not Specified.
* Self-troubleshooting: Not Specified.
* History: Purchased in 2020, under a ten-year warranty for the compressor.
[Agent Solutions]

1. Verification of Warranty:
Confirmed ten-year warranty for the compressor.

2. Explanation of Coverage:
Explained that warranty covers parts only, not labor for repairs.

3. Authorized Service Center:
Provided contact information for an authorized service center for motor replacement.

4. Refund Process:
Informed customer that a refund for the compressor part can be processed after repair.

5. Clarification on Parts:
Explained that specific part numbers cannot be provided; only authorized service center can order parts.


[Final Resolution]
- Customer advised to contact the authorized service center for motor replacement. Refund for the compressor part will be processed after repair.
[Service Notes]
- N/A.
[Executive Summary]
The customer contacted support regarding a malfunctioning tumble dryer, specifically a non-working compressor. The agent confirmed the ten-year warranty for the compressor but clarified that it only covers parts, not labor. The customer was provided with the contact information for an authorized service center to arrange for the motor replacement. A refund for the compressor part will be processed post-repair. The conversation concluded with the customer planning to reach out to the service center for further assistance.

[Request]
DONE DOCU AND TASK 
_________________________________________

 CNU251001443815

Surname : MONNAPILLAI

Mobile Number : 07856046689

Post Code : AB10 1FL

1st Line of Address : 91 Littlejohn Street, ABERDEEN, AB10 1FL, GB

Email Address  : farajahmed2001@gmail.com

Model # : FWV686WTE.ABWQWUK

Serial # : 301PWTYK7953

DOP : 05/01/2023

Retailer : CURRYS

[Customer Issues]
CNU250828145694
GCU250928085465
6 WEEKS 

Turned on the mavhine to do a wash it stops on 5 mins in a wash.
drying option doesn't not dry.
Stopping mid cycle and not drying the clothes properly. 

[Consultation contents]
[AI Summary]

[Contact Reason]
- Customer inquiring about a delayed repair for a washing machine.
[Product Symptom]
- Symptom: Washing machine out of order for almost a month. - Timeline/Duration: First occurrence approximately one month ago; multiple missed appointments. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Last repair attempt on September 24; new appointment scheduled for October 14.
[Agent Solutions]

1. Verify Reference Number:
Checked the provided reference number; confirmed it was not found in the system.

2. Verify Customer Information:
Collected surname and address details to access the account.

3. Check Repair History:
Reviewed repair history; noted that no technician arrived on September 24.

4. Confirm Appointment Status:
Noted that the appointment was rescheduled to October 14.

5. Inform Customer of Parts Order:
Explained that two parts are still on order and that an appointment can be scheduled once parts are received.


[Final Resolution]
- Agreed to request the soonest appointment once the parts are received.
[Service Notes]
- Customer has been without a washing machine for nearly a month; multiple missed appointments noted.
[Executive Summary]
The customer contacted support regarding a delayed repair for their washing machine, which has been out of order for almost a month. The agent verified the customer's information and repair history, confirming that no technician arrived for the scheduled appointment on September 24. A new appointment is set for October 14, but the customer expressed dissatisfaction with the wait time. The agent informed the customer that two parts are still on order and will request the earliest appointment once they are received.

[AI Summary]

[Contact Reason]
- Customer inquiring about the status of a washing machine repair and parts order.
[Product Symptom]
* Symptom: Washing machine stops mid-cycle, detergent not mixing properly, drying function inconsistent (sometimes too hot, sometimes not drying).
* Timeline/Duration: Issues have persisted for almost a month; last repair attempt was on September 24.
* Environment:
Not Specified.


* Self-troubleshooting: Not Specified.
* History: Previous repair on September 24; parts ordered on September 30.
[Agent Solutions]

1. Verify Reference Number:
Checked the provided reference number; confirmed it was not found in the system.

2. Confirm Customer Details:
Collected customer surname and address for account verification.

3. Review Repair History:
Noted last repair attempt on September 24; confirmed no technician arrived.

4. Discuss Parts Order:
Informed customer that two parts are still on order from engineers.

5. Request Appointment:
Offered to request the soonest appointment once parts are received.

6. Document Additional Issues:
Recorded additional symptoms reported by the customer regarding the washing machine's performance.

7. Email Coordination:
Agreed to send an email to engineers for updates on parts and appointment scheduling.

8. Confirm Contact Method:
Informed customer that they would be contacted via phone or text regarding the appointment.


[Final Resolution]
- Agent will email engineers to expedite parts order and request the soonest appointment for repair. Customer will be contacted once parts arrive.
[Service Notes]
- Customer has been without a functioning washing machine for nearly a month. Customer's mother is elderly and struggling with hand washing clothes.
[Executive Summary]
The customer contacted support regarding a washing machine that has been out of order for almost a month. The agent verified the customer's account and noted that no technician arrived for the scheduled repair on September 24. The agent confirmed that two parts are still on order and offered to request the soonest appointment once the parts arrive. The customer reported additional issues with the machine's performance, which were documented for the engineers. The agent will follow up via email to expedite the process and ensure the customer is updated on the repair status.
 
[Request]
DONE DOCU AND TASK 
_________________________________________

CNU251001444145
RNU251001050189

Surname : NELSON

Mobile Number : 07507783580

Post Code : EH19 3GA

1st Line of Address : 1 Gladstone's Gait, BONNYRIGG, EH19 3GA, GB

Email Address  : alana-nelson91@hotmail.com

Model # : FWY696GBLN1.AMBQPUK

Serial # : 401PNVZ8L943

DOP : 05/03/2024

Retailer : CURRYS

[Customer Issues]
DHE
TODAY 
Cold water tap on the machine is fully opened. Unit is properly leveled. Cleaned the filter. Unplugged and plug in. Issue persists. 
 
No parking permit needed. 

[Consultation contents]
[AI Summary]

[Contact Reason]
- Customer experiencing an error code while trying to register a product online. Error code is related to a dryer.
[Product Symptom]
* Symptom: Error code "DHE" (Delta Hotel Echo) on the dryer.
* Timeline/Duration: First occurrence during the initial use of the dryer.
* Environment: Not Specified.
* Self-troubleshooting: Unplugged the appliance and plugged it back in, cleaned the filter, checked the vent.
* History: Not Specified.
[Agent Solutions]

1. Verify Error Code:
Confirmed error code "DHE" with the customer.

2. Check Water Tap:
Asked if the cold water tap on the washing machine is fully opened; customer confirmed it is.

3. Power Cycle:
Inquired if the customer unplugged the appliance and plugged it back in; customer confirmed they did.

4. Level Check:
Asked if the unit is properly leveled; customer confirmed it is level.

5. Inspect for Blockages:
Asked if there are any linkages or blockages; customer confirmed there are none and that the vent was checked and cleaned.

6. Drying Cycle Inquiry:
Asked if the machine has a drying cycle; customer confirmed it is currently only in washing mode.


[Final Resolution]
- No resolution provided; troubleshooting steps taken to identify the issue.
[Service Notes]
- N/A
[Executive Summary]
The customer contacted support regarding an error code "DHE" on their dryer while attempting to register the product online. The agent confirmed the error code and conducted several troubleshooting steps, including checking the water tap, power cycling the unit, verifying it is level, and inspecting for blockages. The customer confirmed that the dryer is currently only in washing mode. No resolution was reached during the call, and further steps may be needed to address the issue.

[AI Summary]

[Contact Reason]
- Customer experiencing an error code while trying to register a dryer online.
[Product Symptom]
* Symptom: Error code DHE (Delta Hotel Echo) on the dryer.
* Timeline/Duration: First occurrence when attempting to use the dryer.
* Environment: Not Specified.
* Self-troubleshooting: Unplugged the appliance and plugged it back in, cleaned the filter, checked the vent.
* History: Not Specified.
[Agent Solutions]

1. Verify Error Code:
Confirmed error code DHE with the customer.

2. Check Water Tap:
Asked if the cold water tap on the washing machine is fully opened; customer confirmed it is.

3. Verify Appliance Reset:
Inquired if the customer unplugged the appliance; customer confirmed they did.

4. Check Leveling:
Asked if the unit is properly leveled; customer confirmed it is.

5. Inspect for Blockages:
Inquired about any linkage or blockage; customer confirmed no issues.

6. Request for Photo:
Informed customer that a photo of the error code is needed for booking repair.

7. Send SMS Link:
Sent a link via SMS for the customer to send the photo.

8. Confirm Email and Mobile:
Verified customer's email and mobile number for communication.

9. Case Number Provided:
Provided the customer with a case number for reference.

10. Repair Registration:
Confirmed that the customer wants to register for repair, not warranty.


[Final Resolution]
- Customer to send a photo of the error code via SMS link. Agent will book the repair once the photo is received. Engineer will contact the customer within two business days for scheduling.
[Service Notes]
- N/A.
[Executive Summary]
The customer contacted support regarding an error code DHE on their dryer while attempting to register it online. The agent confirmed the error code and conducted troubleshooting steps, including checking the water tap, appliance reset, and ensuring the unit was leveled. The customer was instructed to send a photo of the error code for repair booking. A case number was provided, and the agent assured the customer that an engineer would contact them within two business days for scheduling. The customer expressed satisfaction with the service received.
 
[Request]
DONE BOOKING, SMS AND TASK 
_________________________________________

 CNU251001444315 

Surname : SIMPSON

Mobile Number : 07306138490

Post Code : CF14 6JN

1st Line of Address :

Email Address  : 

Model # : 

Serial # :

DOP : 

Retailer : 

[Customer Issues]

 Customer was advised that she will receive a refund in a few days on her account by the last representative an also by the engineer. Customer was not advise that the water tank is covered by the chargeable repair so she can have a refund on the chargeable repair and she was not advise if it's a partial refund. 

[Consultation contents]
[AI Summary]

[Contact Reason]
- Customer inquiring about a refund related to a repair service.
[Product Symptom]
- N/A - Non-technical inquiry
[Agent Solutions]

1. Account Verification:
Customer provided surname and postcode for account verification.

2. Refund Inquiry:
Agent confirmed the inquiry was about a refund and attempted to verify the closure of the refund request.

3. Coordination with Repair Department:
Agent informed the customer that they would coordinate with the repair department or resolutions team regarding the refund.


[Final Resolution]
- Agent will coordinate with the repair department for the refund process.
[Service Notes]
- N/A
[Executive Summary]
The customer contacted LG customer service regarding a refund related to a repair service. The agent verified the customer's account details and confirmed the inquiry was about a refund. The agent indicated they would coordinate with the repair department or resolutions team to address the refund request. No troubleshooting steps were taken as the inquiry was non-technical.
 
[Request]
DONE TO LEVEL 2 
_________________________________________

CNU251001444622

Surname : POMPONIO

Mobile Number : 07794025469

Post Code : CT18 7LE

1st Line of Address : 19 Avondale Road, FOLKESTONE, CT18 7LE, GB

Email Address  : h88chamberlain@gmail.com

Model # : F4T209WSE.ABWQMUK

Serial # : 312VODG0E202

DOP : 11/03/2024

Retailer : CUSTOM ELECTRONIC DESIGN LTD

[Customer Issues]

 
[Consultation contents]
[AI Summary]

[Contact Reason]
- Customer inquiring about the status of washing machine repair and potential replacement due to extensive damage.
[Product Symptom]
- Symptom: Washing machine requires extensive repairs; parts ordered for replacement, including a new front due to damage. - Timeline/Duration: Engineer visited recently; parts ordered, waiting period of five to seven days for parts. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Previous repair attempt; engineer indicated significant damage requiring multiple parts.
[Agent Solutions]

1. Verification:
Confirmed customer details and repair status.

2. Repair Status Check:
Reviewed engineer's report; noted parts ordered and pending delivery.

3. Escalation:
Offered to coordinate with repair department for further updates on the case.


[Final Resolution]
- Agent will coordinate with the repair department for updates on the washing machine repair status.
[Service Notes]
- Extensive damage reported; engineer's assessment indicates significant repairs needed. Parts ordered and pending delivery.
[Executive Summary]
The customer contacted regarding the washing machine, which requires extensive repairs after an engineer's visit. The agent verified the customer's details and checked the repair status, noting that parts have been ordered and are pending delivery. The agent offered to escalate the case to the repair department for further updates. The next steps involve coordination with the repair team to provide the customer with the latest information on the repair status.

[AI Summary]

[Contact Reason]
- Customer inquiring about the status of washing machine repair and considering replacement due to extensive damage and parts ordering delay.
[Product Symptom]
* Symptom: Washing machine requires extensive repairs; engineer reported significant damage and ordered multiple parts, including a new front panel.
* Timeline/Duration: Engineer visited recently; parts expected in 5-7 days.
* Environment: Not Specified.
* Self-troubleshooting: Not Specified.
* History: Previous repair attempt; engineer's visit noted.
[Agent Solutions]

1. Verification:
Confirmed customer details and repair status.

2. Repair Status Check:
Reviewed engineer's report; parts ordered and pending delivery.

3. Escalation:
Coordinated with repair department for further updates on the case.

4. Clarification:
Explained that replacement unit cannot be provided until repair assessment is complete.


[Final Resolution]
- Agent will monitor repair case and provide updates. Replacement unit consideration pending engineer's report.
[Service Notes]
- N/A
[Executive Summary]
The customer contacted regarding the status of their washing machine repair, expressing concern over the extensive damage and delay in receiving parts. The agent verified the repair status and confirmed that parts are on order, with an expected delivery of 5-7 days. The agent escalated the case for further monitoring but clarified that a replacement unit cannot be considered until the repair assessment is complete. The customer agreed to wait for updates on the repair process.

[Request]
DONE TAGGED TO REPAIR CHASE
_________________________________________

 CNU251001446017

Surname : JOHN  DIAS

Mobile Number : 07952909455 

Post Code : CV2 1LE

1st Line of Address : 2 Privet Road, COVENTRY, CV2 1LE, GB

Email Address  : johnfdias@yahoo.co.uk

Model # : F2T208WSE.ABWQMUK

Serial # :310VOLH00584

DOP : 30/12/2023

Retailer : HUGHES ELECTRICAL

[Customer Issues]
replaced 
end of the cycle still not doing the spin. 
display panel is working properly. 
 
Customer is using quick 60, cotton, eco 40-60 and spin + drain. Unit is properly leveled. No error codes. Customer is washing normal loads to the unit. Cleaned the filter. Unplugged and plug in. Issue persists. 

No parking permit needed. Recall Job. Customer is requesting for the soonest appointment. Customer sent video of the clothes still soaking wet. 

[Consultation contents]
[AI Summary]

[Contact Reason]
- Customer reports washing machine not functioning properly after previous repair. Issues include inadequate spinning and slow rotation.
[Product Symptom]
* Symptom: Washing machine does not complete cycles properly; spins slowly for 8-12 minutes and then stops. Clothes remain dripping wet after cycles.
* Timeline/Duration: Issue persists for about a month after recent repair.
* Environment: Not Specified.
* Self-troubleshooting: Customer sent videos demonstrating the issue via WhatsApp.
* History: Previous repair involved board replacement; customer contacted support again after a week of the repair.
[Agent Solutions]

1. Verify Issue:
Confirmed that the washing machine is still not functioning as expected.

2. Check Display Panel:
Customer confirmed the display panel is working properly.

3. Request Video Confirmation:
Agent asked for confirmation on the WhatsApp number used to send videos.

4. Review Cycle Performance:
Discussed that some cycles work properly while others do not, leading to wet clothes.

5. Clarify Contact Information:
Agent confirmed the correct contact number for video submissions.


[Final Resolution]
- Customer to resend videos demonstrating the issue. Further investigation required to resolve the spinning problem.
[Service Notes]
- Customer moved in April. Previous repair history includes board replacement.
[Executive Summary]
The customer contacted support regarding ongoing issues with their washing machine, which continues to malfunction after a recent repair. The agent confirmed the symptoms, including inadequate spinning and wet clothes after cycles. The customer has sent videos via WhatsApp to demonstrate the issue, but the support team has not received them. The next step involves the customer resending the videos for further investigation.

[AI Summary]

[Contact Reason]
- Customer reports washing machine not functioning properly after previous repair. Issues include inadequate spinning and clothes remaining wet after cycles.
[Product Symptom]
* Symptom: Washing machine does not spin properly; rotates slowly for extended periods and sometimes does not complete cycles. Clothes come out dripping wet.
* Timeline/Duration: Issue persists for about a month after recent repair. Customer contacted support again within a week of the repair.
* Environment: Not Specified.
* Self-troubleshooting: Customer has unplugged and re-plugged the appliance multiple times, cleaned the filter, and tried different wash settings.
* History: Previous repair involved replacing a board. Customer has been in contact with support for several weeks regarding ongoing issues.
[Agent Solutions]

1. Verify Issue:
Confirmed that the washing machine is not spinning properly and clothes remain wet after cycles.

2. Check Settings:
Inquired about wash settings used; customer confirmed using Quick 60 with spin settings of 800 to 1,000 RPM.

3. Discuss Repair History:
Noted previous repair and ongoing issues; confirmed that the display panel is functioning.

4. Coordinate with Repair Department:
Agent will escalate the issue to the repair department for further assistance.

5. Provide Video Upload Instructions:
Instructed customer on how to upload videos/photos via WhatsApp for better issue validation.

6. Confirm Unit Leveling:
Verified that the washing machine is properly leveled and not vibrating during operation.

7. Confirm Error Codes:
Checked for any error codes during spin cycles; none reported.

8. Schedule Follow-Up:
Scheduled a follow-up with the repair department for another technician visit.


[Final Resolution]
- Issue escalated to repair department for further investigation. Technician visit scheduled for follow-up within two business days. Customer advised to upload videos for validation.
[Service Notes]
- Customer has been experiencing ongoing issues with the washing machine since the last repair. Previous attempts to communicate issues via WhatsApp were unsuccessful. Customer has a new flooring installation.
[Executive Summary]
The customer contacted support regarding ongoing issues with their washing machine, which is not spinning properly and leaving clothes wet after cycles. The agent confirmed the symptoms and discussed the customer's previous repair history. Several troubleshooting steps were taken, including verifying settings and coordinating with the repair department. A follow-up technician visit has been scheduled within two business days to address the unresolved issues. The customer was also advised on how to upload videos for better validation of the problem.
 
[Request]
DONE TAGGED TO WG TEMP AND TASK 
_________________________________________

CNU251001446566
RNU251001050109

Surname : ZOMOPOULOS

Mobile Number : 2108940984 / 07565377652

Post Code : G1 1HJ

1st Line of Address : 2/6 16 South Frederick Street, GLASGOW, G1 1HJ, GB

Email Address  : tatianazomo@hotmail.com

Model # : FWV696WSE.ABWQWUK

Serial # : 204PWLULS240

DOP : 12/07/2022

Retailer : JOHN LEWIS

[Customer Issues]
WASHER
 
No parking permit needed. Extended Warranty approval was in this case number: CNU250925395444. Customer is requesting for the soonest appointment. Customer is also requesting if she may not able to answer the engineer's call please provide her an SMS for the update of her visit. 

No leakage. Unit is properly leveled. Unplugged and plug in. Issue persists. 

[Consultation contents]
[AI Summary]

[Contact Reason]
- Customer experiencing an error code with washing machine. Requesting assistance to identify the error code.
[Product Symptom]
* Symptom: Customer unable to identify error code displayed on washing machine. Describes it as resembling an "E" but missing the top light, possibly an "F" or "T" with an "E" after it.
* Timeline/Duration: Not Specified.
* Environment: Not Specified.
* Self-troubleshooting: Customer did not attempt any troubleshooting prior to contacting.
* History: Customer mentioned a previous interaction with another representative regarding the issue.
[Agent Solutions]

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

2. Request Error Code:
Agent asked customer to describe the error code and offered to send a link for photo submission.

3. Send SMS Link:
Agent offered to send a new SMS link for the customer to send the error code picture.

4. Discuss Error Code:
Agent and customer discussed the appearance of the error code, with the customer unsure of the exact letters.


[Final Resolution]
- Agent to send SMS link for photo submission. Customer to send picture of error code for further assistance.
[Service Notes]
- Customer has a five-year warranty registration for the washing machine. Previous representative provided a reference number but no link for the error code picture.
[Executive Summary]
The customer contacted support regarding an error code on their washing machine, unable to identify it accurately. The agent verified the account and discussed the error code's appearance with the customer. An SMS link will be sent to the customer for submitting a picture of the error code for further analysis. The customer has a five-year warranty registration, and a reference number was provided in a previous interaction.

[AI Summary]

[Contact Reason]
- Customer experiencing an error code with washing machine. Requesting assistance to identify and resolve the issue.
[Product Symptom]
* Symptom: Error code displayed on washing machine, unclear if it is a letter or number. Customer unable to identify the error code accurately.
* Timeline/Duration: Not Specified.
* Environment: Not Specified.
* Self-troubleshooting: Customer attempted to send a picture of the error code but faced difficulties with the upload process.
* History: Customer registered the unit and received a confirmation for the registration.
[Agent Solutions]

1. Verify Error Code:
Agent asked customer to describe the error code. Customer provided a vague description, unsure if it was an E or T.

2. Request Photo:
Agent offered to send a link for the customer to upload the error code picture.

3. Send SMS Link:
Agent sent an SMS link for document upload.

4. Confirm Case Number:
Agent confirmed the case number with the customer for the upload process.

5. Attempt Upload:
Customer attempted to upload the photo but encountered issues with file size and format.

6. Suggest Alternative Upload Method:
Agent suggested trying to upload from a computer or sending the photo via email if issues persisted.

7. Consult Technical Experts:
Agent consulted technical experts regarding the error code.

8. Identify Error Code:
Agent identified the error code as related to the heating system (TE error).

9. Schedule Engineer Visit:
Agent offered to book an engineer visit to address the heating system issue.

10. Confirm Contact Details:
Agent verified customer’s email and mobile number for scheduling.

11. Inform Customer of Follow-Up:
Agent informed customer that they would be contacted within two business days for scheduling.


[Final Resolution]
- Engineer visit scheduled for unit repair. Customer to be contacted within two business days for confirmation. Error identified as heating system issue.
[Service Notes]
- Customer's unit requires a parking permit for service visit. Customer expressed concern about missing the engineer's call and requested the ability to respond to missed calls.
[Executive Summary]
The customer contacted support regarding an unclear error code on their washing machine. The agent assisted by verifying the error code description and attempted to facilitate the upload of a photo for further analysis. After consulting technical experts, the error was identified as related to the heating system. An engineer visit was scheduled, and the customer was informed they would be contacted within two business days for confirmation. The customer expressed concerns about missing the engineer's call, which the agent addressed by providing a direct contact number.
 
[Request]
DONE BOOKING, SMS AND TASK 
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