09/09 CALLS · Offline Notepad

CNU250823097613 - MRS. HILL CNU250827131725 - COLLINS CNU250825112440 - BAKER = coordinate it to tech CNU250826118520 - GRIMES = DONE CNU250826119122 - GRANGER = DONE CNU250826120591 - PARKINS = DONE REGISTERING TAGGED TO 5YR

CNU250909246259

Surname : REES

Mobile Number : 01628627089

Post Code : SL6 1UB

1st Line of Address : 109 Forlease Road, MAIDENHEAD, SL6 1UB, GB

Email Address : loreeslindaoliviarees542@gmail.com

Model # : F2Y509WBLN1.ABWQPUK

Serial # : 504PNQEG1452

DOP : 08/08/2025

Retailer : MCEVOY & ROWLEY

[Customer Issues] Warranty certificate

[Consultation contents] [AI Summary]

[Contact Reason]

Inquiry about the five-year guarantee for a washing machine. Customer has not received the certificate confirming the guarantee. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Verify Serial Number: Customer provided serial number 504PNQEG1452 for verification.
Confirm Account Details: Agent requested surname and postcode for account confirmation. Customer provided surname "Reese" and postcode "SL61UB".
Check Registration: Agent confirmed that the guarantee was registered on August 19 of the current year.

[Final Resolution]

Agent confirmed registration of the guarantee. Further follow-up may be needed regarding the certificate delivery. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding the five-year guarantee for their washing machine, stating they have not received the confirmation certificate. The agent verified the serial number and confirmed the guarantee registration date as August 19. The customer provided necessary account details for verification. Next steps may involve following up on the certificate delivery.

[AI Summary]

[Contact Reason]

Inquiry about the five-year guarantee certificate for a washing machine purchase. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Verification of Serial Number: Agent confirmed the serial number provided by the customer.
Account Confirmation: Agent requested and verified the customer's surname and postal code for account confirmation.
Warranty Status Check: Agent checked the warranty status, confirming it was registered on August 19 and approved on August 20, 2025.
Certificate Timeline Explanation: Agent informed the customer that the warranty certificate would be sent via email within 10 to 14 weeks.
Email Status Inquiry: Agent clarified that no email had been sent yet, and the customer should check their email regularly.

[Final Resolution]

Customer advised to wait for the warranty certificate email, which may take up to 14 weeks. No immediate troubleshooting steps taken. [Service Notes]
N/A [Executive Summary] The customer contacted regarding the five-year guarantee certificate for their washing machine, which they had not yet received. The agent verified the customer's account details and confirmed that the warranty was registered and approved. The agent explained that the certificate would be sent via email within 10 to 14 weeks and advised the customer to check their email regularly. No troubleshooting steps were necessary, and the customer was informed about the expected timeline for the certificate.

[Request] DONE TASK

CNU250909246408

Surname : COLLINS

Mobile Number : 0872507731

Post Code : D18 WV04

1st Line of Address : 12 ORBY AVENUE THE GALLOPS DUBLIN 18, IE

Email Address : bitazareifar@yahoo.com

Model # : GSLV71PZTF.APZQLGT

Serial # : 204TRZY1H261

DOP : 26/08/2022

Retailer : POWERCITY

[Customer Issues] FRIDGE Unplugged and plug in No power and no lights 5mins ago today

[Consultation contents] [AI Summary]

[Contact Reason]

Customer reports LG fridge has switched off. Requests technician visit for inspection. [Product Symptom]

Symptom: Fridge freezer is not operational; no lights are on.
Timeline/Duration: Issue started approximately 5 minutes ago.
Environment: Not Specified.
Self-troubleshooting: Customer unplugged and replugged the unit.
History: Purchased approximately 2.5 years ago; warranty status unclear. [Agent Solutions]

Verify Purchase Date: Confirmed purchase date as 2022.
Warranty Inquiry: Explained standard warranty lasts for two years for parts and labor.
Request Serial Number: Instructed customer on locating the serial number inside the fridge.
Model Number Inquiry: Customer attempted to provide model number but was unclear.

[Final Resolution]

Technician visit requested for inspection. Customer advised on warranty details. [Service Notes]
N/A [Executive Summary] Customer contacted regarding an LG fridge that has switched off and is not operational. The agent confirmed the purchase date and explained the warranty coverage. The customer attempted to troubleshoot by unplugging the unit but the issue persisted. The agent guided the customer on locating the serial number for further assistance. A technician visit was requested to address the issue.

[AI Summary]

[Contact Reason]

Customer reports LG fridge has switched off. Requests technician visit for inspection. [Product Symptom]

Symptom: Fridge freezer not working, no lights on.
Timeline/Duration: Issue occurred 5 minutes prior to contact.
Environment: Not Specified.
Self-troubleshooting: Unplugged and plugged back in.
History: Purchased approximately 2.5 years ago. [Agent Solutions]

Verify Purchase Date: Confirmed purchase date as 2.5 years ago.
Check Warranty Status: Explained standard warranty lasts for 2 years for parts and labor.
Request Serial Number: Instructed customer on locating the serial number inside the fridge.
Confirm Model Number: Customer provided model number; agent confirmed it.
Discuss Repair Costs: Quoted chargeable repair cost of £215, explained terms regarding potential partial refund based on findings.
Offer Alternative Contact: Informed customer about contacting a service center in Ireland for repair.

[Final Resolution]

Customer advised to contact service center in Ireland for repair. Provided contact number for further assistance. [Service Notes]
N/A [Executive Summary] Customer reported that their LG fridge freezer had turned off and was not operational. The agent confirmed the purchase date and warranty status, and provided instructions for locating the serial number. A chargeable repair cost of £215 was quoted, with terms regarding potential refunds based on the technician's findings. The customer was ultimately directed to contact a service center in Ireland for repair assistance, and the agent provided the necessary contact information.

[Request] DOCU DONE TASK

CNU250909246570

Surname : ZAREIFAR

Mobile Number : 07453278747

Post Code : DA5 2HN

1st Line of Address : 17 Briar Road, BEXLEY, DA5 2HN, GB

Email Address : bitazareifar@yahoo.com

Model # : GSX960NSVZ.ANSQLGU

Serial # : 003TRGQ3N063

DOP : 30/06/2020

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] FRIDGE

[Consultation contents] [AI Summary]

[Contact Reason]

Inquiry about a broken fridge freezer. Customer has called multiple times regarding repair status. [Product Symptom]
Symptom: Broken fridge freezer. Customer has paid for repairs but no technician has arrived. - Timeline/Duration: Multiple calls made, two repair appointments scheduled but no service provided. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Paid 240 pounds for repair service. [Agent Solutions]

Verification Request: Agent requested customer to verify their name.
Postcode Confirmation: Agent asked for the customer's postcode for coordination.
Coordination with Department: Agent informed customer they would coordinate with the relevant department.

[Final Resolution]

Agent to coordinate with the relevant department regarding the repair inquiry. Follow-up expected. [Service Notes]
N/A. [Executive Summary] The customer contacted support regarding a broken fridge freezer, mentioning multiple previous calls and failed repair appointments. The agent requested verification of the customer's name and postcode to assist with the inquiry. The agent indicated they would coordinate with the relevant department to address the repair status. No troubleshooting steps were taken during the call.

[AI Summary]

[Contact Reason]

Customer inquiring about a broken fridge freezer and the status of repair and refund process. [Product Symptom]
Symptom: Broken fridge freezer, multiple failed repair attempts. - Timeline/Duration: Multiple calls made, two repair appointments scheduled but no technician arrived. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Paid for repairs, waiting days for technician without resolution. [Agent Solutions]

Verify Customer Information: Requested customer’s name and postcode for verification.
Coordinate with Repair Department: Informed customer that the issue was escalated to the repair department for updates.
Discuss Refund Process: Explained that the refund process would be handled by a different department.
Verify Contact Information: Collected customer’s email and mobile number for refund processing.
Confirm No Further Action Needed: Assured customer that they do not need to contact anyone else for the refund.

[Final Resolution]

Refund process initiated, customer informed that the repair department will contact them directly regarding the refund. No immediate troubleshooting steps taken. [Service Notes]
Customer expressed dissatisfaction with service and multiple failed repair attempts. - Customer indicated intent to file a complaint regarding the service experience. - N/A for additional critical information. [Executive Summary] The customer contacted support regarding a broken fridge freezer, expressing frustration over multiple failed repair attempts and seeking a refund. The agent verified customer information and coordinated with the repair department, explaining that the refund process would be handled by a separate team. The customer was assured that no further action was needed on their part for the refund. The conversation highlighted the customer's dissatisfaction with the service and intent to file a complaint.

[Request] PROCESS FOR REFUND DONE TASK

CNU250909246746

Surname : HALFORD

Mobile Number : 07986006525

Post Code : NG16 1FB

1st Line of Address : 37 Chestnut Drive, NOTTINGHAM, NG16 1FB, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer : Appliance City

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

Customer trying to arrange a repair and inquiring about payment. [Product Symptom]
Symptom: Washing machine not turning on. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Purchased from Appliance City on July 21, 2022. [Agent Solutions]

Verification: Customer provided case number for account verification.
Account Check: Agent confirmed customer details and case information.
Repair Cost: Agent informed customer that repair will cost 175 pounds.
Coordination: Agent coordinated with the payment department for repair scheduling.

[Final Resolution]

Repair scheduled for washing machine. Customer transferred to payment department for processing. [Service Notes]
N/A [Executive Summary] The customer contacted support to arrange a repair for a washing machine that is not turning on. The agent verified the customer's account and informed them of a repair cost of 175 pounds. The agent coordinated with the payment department to finalize the repair scheduling. The customer was then transferred to the payment department for further processing.

[AI Summary]

[Contact Reason]

Customer trying to arrange for a repair and received an email regarding payment transfer. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Account Verification: Requested customer to verify surname for account verification.
Case Number Confirmation: Customer provided case number for reference.
Address Verification: Requested customer to verify postal code and address details.
Purchase Inquiry: Asked customer where the unit was purchased and the year of purchase.

[Final Resolution]

Repair arrangement in progress; awaiting further details from the agent. [Service Notes]
N/A [Executive Summary] The customer contacted support to arrange a repair and mentioned receiving an email about payment transfer. The agent initiated account verification by requesting the customer's surname and case number. The agent also inquired about the purchase details of the unit. The repair arrangement is currently in progress, with further details pending from the agent.

[Request] DONE BOOKING AND TRANSFERRING TO PAYMENT AND TASK

CNU250908231698

Surname : MURRAY

Mobile Number : 07712120104

Post Code : PL27 6DU

1st Line of Address : 11 St. Cleer Drive, WADEBRIDGE, PL27 6DU, GB

Email Address : nadia_hmurray@hotmail.com

Model # : F4V309WNW.ABWQPUK

Serial # : 103PNPD6B928

DOP :

Retailer : HBH WOOLACOTTS

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquiring about warranty status for washing machine. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Verify Warranty: Checked the serial number provided by the customer. Confirmed eligibility for a five-year promotional warranty.
Request Documentation: Informed the customer about the need for an invoice and a photo of the white label sticker with the serial number for warranty registration.
Create Profile: Collected customer information including postal code and address for profile creation.
Privacy Questions: Asked customer about consent for marketing communications and satisfaction surveys; customer declined both.
Retailer Information: Collected detailed information about the retailer where the washing machine was purchased.
Document Upload Link: Offered to send a document upload link via text message for the customer to submit required documents.

[Final Resolution]

Customer to provide invoice and photo of the sticker for warranty registration. Document upload link to be sent via text message. [Service Notes]
N/A [Executive Summary] The customer contacted support to check the warranty status of their washing machine. The agent confirmed that the unit is eligible for a five-year promotional warranty but required an invoice and a photo of the serial number sticker for registration. The agent collected necessary customer information and asked about consent for marketing communications, which the customer declined. A document upload link will be sent via text message for the customer to submit the required documents.

[AI Summary]

[Contact Reason]

Customer called to register a washing machine under warranty and inquire about the status of the registration. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Verify Account: Agent requested customer’s surname and address for account verification.
Email Address Confirmation: Agent confirmed the email address for account updates and noted that it was missing from the previous record.
Data Protection Questions: Agent asked customer two yes/no questions regarding contact preferences for warranty information and satisfaction surveys.
Check Purchase Details: Agent checked the serial number and confirmed the need for the main invoice from the purchase.

[Final Resolution]

Agent documented the email address and confirmed that an email would be sent for the main invoice. [Service Notes]
N/A [Executive Summary]
Customer contacted support to register a washing machine under warranty and check the registration status. The agent verified the customer's account details, confirmed the email address for updates, and asked data protection questions. The agent also checked the purchase details and noted the need for the main invoice. The email will be sent to the customer for further action.

[AI Summary]

[Contact Reason]

Customer called to register a washing machine under warranty and inquired about the status of the registration. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Verify Account: Agent requested customer’s surname and address for account verification.
Email Address Update: Agent noted the absence of an email address on the account and requested the customer’s email for updates.
Data Protection Questions: Agent asked two yes/no questions regarding email contact and satisfaction surveys.
Invoice Request: Agent informed customer that the order confirmation was insufficient and requested the main invoice for registration.
Customer Guidance: Agent instructed customer to check their email for the invoice and to send it through the provided link once received.

[Final Resolution]

Customer to obtain the invoice from the retailer and send it to the agent for registration. Agent will handle the case upon receipt. [Service Notes]
N/A [Executive Summary] The customer contacted support to register a washing machine under warranty and check the registration status. The agent verified the account details and noted the absence of an email address, which was subsequently updated. The agent informed the customer that an invoice was needed for the registration process and guided the customer on how to obtain it. The next step involves the customer retrieving the invoice and sending it to the agent for completion of the registration.

[Request] WAITING FOR THE INVOICE TO REGISTER DONE TASK

CNU250909247850

Surname : ANTILL

Mobile Number : 07806694479

Post Code : BB8 8EN

1st Line of Address : 51 Winewall Lane Winewall Colne BB8 8EN

Email Address : samm.t21@btinternet.com

Model # : F4X7511TBB.AEBQPUK

Serial # : 409PNDW0B890 / 409PNMH0B891

DOP : 18/03/2025 = 01/05/2025

Retailer : SONIC MEGASTORE LTD

[Customer Issues] WASHER Water Overflow from Detergent Tray

Cleaned the drawer and there are no signs of dirt build up and contaminations. No molds inside and they are sure that there are No signs of damage on the dispenser draw and No damage on the housing. Customer put the correct amount of detergent and softener not exceeding the MAX line. Customer lowered down the water pressure in their area. Issue persists.

No parking permit needed.

[Consultation contents]

[Request] DOCU DONE TASK

CNU250909248343

Surname : MALLINSON

Mobile Number : 07480988143

Post Code : LS11 7LQ

1st Line of Address :

Email Address : cnosni@aol.com

Model # : F4Y513WWLN1

Serial # : 503PNAJK5448

DOP : 31/07/2025 - REGISTERED/ 19/07/2025 - PURCHASED/ delivered 28/07/2025

Retailer : CURRYS

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquiring about the registration status of a five-year guarantee for a recently purchased washing machine. [Product Symptom]
Symptom: Customer's account shows the washing machine registered but indicates an invalid purchase and no mention of the five-year guarantee. - Timeline/Duration: Registered on July 31, 2025; purchased on July 19, 2025. - Environment: Not Specified.
Self-troubleshooting: Customer checked account and attempted to verify registration. - History: Purchased from a retailer, registered for warranty upon purchase. [Agent Solutions]

Verify Registration: Agent confirmed the customer’s registration status and noted discrepancies in the system.
Account Creation: Agent created a new account for the customer to ensure warranty registration.
Confirm Details: Agent confirmed the serial number, purchase date, and delivery date with the customer.
Warranty Registration: Agent registered the unit for the five-year guarantee in the system.
SMS Confirmation: Agent sent an SMS to the customer confirming the registration of the unit.
Warranty Certification Timeline: Agent informed the customer that the certification would be sent via email within 10 to 14 weeks.

[Final Resolution]

Warranty registered successfully. SMS confirmation sent. Certification to be received within 10 to 14 weeks. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding the registration of a five-year guarantee for a washing machine purchased on July 19, 2025. The agent verified the registration status and identified discrepancies in the system. A new account was created, and the warranty was successfully registered. The customer was informed that an SMS confirmation was sent and that the warranty certification would be received via email within 10 to 14 weeks.

[AI Summary]

[Contact Reason]

Customer inquiring about the registration status of a recently purchased washing machine and the associated five-year guarantee. [Product Symptom]
Symptom: Customer's account shows the washing machine registered but indicates an invalid purchase and no mention of the five-year guarantee. - Timeline/Duration: Registered on July 31, 2025; purchased on July 19, 2025. - Environment: Not Specified.
Self-troubleshooting: Not Specified. - History: Recently purchased with a five-year guarantee. [Agent Solutions]

Verify Model Number: Agent requested the model number from the customer.
Confirm Purchase Date: Agent asked for the exact purchase date.
Check Serial Number: Agent requested the serial number for verification.
Create Account: Agent attempted to create an account for the customer in the system.
Confirm Customer Details: Agent confirmed customer’s name, mobile number, postcode, address, and email address.
Ask for Consent: Agent asked two yes/no questions regarding customer consent for communication.

[Final Resolution]

Agent will check the registration issue further. No troubleshooting steps taken due to the nature of the inquiry. [Service Notes]
Customer noted an incorrect phone number on their profile. [Executive Summary] The customer contacted support regarding the registration of a washing machine and the absence of a five-year guarantee in their account. The agent verified the model number, purchase date, and serial number while confirming customer details. The agent will investigate the registration issue further. The customer also pointed out an incorrect phone number on their profile. No troubleshooting steps were taken as the inquiry was primarily about account registration.

[Request] DONE TAGGED TO 5YR, SMS AND TASK

CNU250909248560

Surname : MCKAY

Mobile Number : 07398190233

Post Code : DD5 4RP

1st Line of Address : 14 Airlie Drive, DUNDEE, DD5 4RP, GB

Email Address : abisland@hotmail.co.uk

Model # :

Serial # : 311PNRT36102

DOP :

Retailer : CURRYS

[Customer Issues] WASHER NOT TAKING THE FABRIC SOFTENER

Clear the tubes and never took in any water. They took in water from the the target and not from the fabrics softness. It's not working. The drawer is still filled. I filled it up. I did all the tests on it. I did the egos in troubleshooting thing with you full up. What uh? I saw both compartments up with hot water close. The drawer. Took it in the department drawer Not from the fabric soft.

Softener is not exceeding the max line. Cleaned the dispenser drawer. Dispenser drawer doesn't have any visible damage. Cleaned

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquiring about washing machine issue; not dispensing fabric softener. [Product Symptom]

Symptom: Washing machine not taking fabric softener; drawer remains filled after wash.
Timeline/Duration: Issue started yesterday.
Environment: Not Specified.
Self-troubleshooting: Customer performed troubleshooting tests.
History: Previous repair on May 22nd. [Agent Solutions]

Verify Account: Confirmed customer account details and surname.
Document Issue: Noted the issue of fabric softener not dispensing.
Inquiry on Dispensing: Asked if any scent of fabric softener remains on clothes; confirmed none at all.
Confirmed Drawer Status: Customer stated the drawer is still filled with fabric softener.

[Final Resolution]

Next steps to be determined based on further troubleshooting or repair service. [Service Notes]
Previous repair history noted; customer has performed troubleshooting tests. [Executive Summary] The customer contacted support regarding a washing machine issue where fabric softener is not dispensing. The problem began yesterday, and the customer confirmed that the drawer remains filled after washing. The agent verified account details and documented the issue, confirming that no scent of fabric softener is present on the clothes. Next steps for troubleshooting or repair service will be determined. Previous repair history was noted, and the customer has already attempted some troubleshooting steps.

[AI Summary]

[Contact Reason]

Customer experiencing issues with washing machine not dispensing fabric softener. [Product Symptom]

Symptom: Washing machine not taking in fabric softener; dispenser drawer remains filled.
Timeline/Duration: Issue started yesterday.
Environment: Not Specified.
Self-troubleshooting: Cleared tubes, performed troubleshooting steps, filled compartments with hot water.
History: Previous repair on May 22nd. [Agent Solutions]

Verify Issue: Confirmed washing machine not dispensing fabric softener.
Document Troubleshooting: Recorded customer’s self-troubleshooting steps.
Ask About Dispenser: Inquired if fabric softener exceeded max line; customer confirmed it did not.
Confirm Serial Number: Customer provided serial number for verification.
Verify Purchase Location: Customer confirmed purchase from Eden Dundee.
Schedule Repair: Agent offered to book a repair visit and send reference number.

[Final Resolution]

Repair visit scheduled; reference number to be sent to customer. [Service Notes]
Customer has previously undergone extensive troubleshooting. - Customer expressed frustration with repeated questions and previous lengthy calls. [Executive Summary] The customer contacted support regarding a washing machine that is not dispensing fabric softener, with the issue starting yesterday. The agent verified the problem and documented the customer's self-troubleshooting efforts, including clearing tubes and filling compartments with hot water. After confirming the serial number and purchase location, the agent scheduled a repair visit and assured the customer that a reference number would be sent. The customer expressed frustration over repeated inquiries during the call.

[Request] DOCU AND BOOKING DONE TASK

Surname :

Mobile Number : 0868480095

Post Code :

1st Line of Address :

Email Address :

Model # : GSVV80PYLL / GSGV80PYLL / GSXE90BSDD

Serial # :

DOP :

Retailer : CURRYS

[Customer Issues] FRIDGE

Steam so I have here a customer on the other line a purchase for their fridge freezer For the sorry from Uh. The charissa. This one are just inquiring about Uh. This specification of the unit. Instead The unit was a being Uh delivered. They have seen the Uh. There's no door indoor on Uh their unit or there's no door indoor feature but instead just had a window on this case. they are wanting to have it technical assistance on this matter.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquiring about the specifications of a fridge freezer, specifically regarding the absence of a door-in-door feature. [Product Symptom]

Symptom: Customer received a fridge model that was advertised to have a door-in-door feature but only has a glass panel instead. Unable to open the top section.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Purchased directly from a retailer. [Agent Solutions]

Transfer Call: Customer was transferred to a technical representative for further assistance.
Model Verification: Agent verified the model number provided by the customer.
Specification Check: Agent checked the specifications for the model number GSGV80PYLL and confirmed that it does not include a door-in-door feature.

[Final Resolution]

Confirmed that the model received does not have a door-in-door feature as advertised. Suggested customer may have received the wrong model. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding a fridge freezer that was supposed to have a door-in-door feature but only has a glass panel. After transferring the call to a technical representative, the agent verified the model number and specifications. It was confirmed that the model does not include the door-in-door feature, indicating a possible error in the advertisement or order. The customer expressed concern about misleading information regarding the product.

[AI Summary]

[Contact Reason]

Customer inquiring about the specifications of a fridge freezer, specifically regarding the door-in-door feature. [Product Symptom]

Symptom: Customer received a fridge model that does not have a door-in-door feature as expected; only a glass panel is present. Customer believes there was a misrepresentation in the product specifications.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Purchased directly from a retailer. [Agent Solutions]

Verify Model: Agent confirmed the model number provided by the customer.
Check Specifications: Agent checked the specifications for the model on the company website.
Confirm Door Feature: Agent confirmed that the model does not have a door-in-door feature according to the company's records.
Identify Correct Model: Agent searched for a model that includes the door-in-door feature and provided an alternative model number to the customer.

[Final Resolution]

Customer advised to contact the retailer for clarification on the product specifications. Provided alternative model with door-in-door feature for consideration. [Service Notes]
N/A. [Executive Summary] The customer contacted support regarding a fridge freezer model that lacked the expected door-in-door feature, which was believed to be misrepresented in the specifications. The agent verified the model number and confirmed that the unit does not include the door-in-door feature. An alternative model with the desired feature was provided. The customer was advised to reach out to the retailer for further clarification on the specifications.

[Request] DONE JUST SPECIFICATION AND TASK

CNU250909249084

Surname : BAKER

Mobile Number : 07873149391

Post Code : BS14 9NT

1st Line of Address : 30 Fortfield Road, BRISTOL, SOMERSET, BS14 9NT, GB

Email Address : tracee_kiwi@hotmail.co.uk

Model # : F4C510GBTN1.AMBQWUK

Serial # : 501PWMQM3203

DOP : 15/06/2025

Retailer : CURRYS

[Customer Issues] Plumber checked the water flow and its working fine. Not cleaning the clothes properly.

No error codes. Unit is properly leveled. Cleaned the pump filter. Cleaned the dispenser weekly. Inlet and outlet pipes doesn't have any visible damage or teas and not blocked. Customer is washing normal loads. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer reports washing machine purchased in January is faulty. Not washing clothes correctly. [Product Symptom]

Symptom: Washing machine not cleaning clothes properly; low water levels observed.
Timeline/Duration: Customer contacted support about a month ago.
Environment: Not Specified.
Self-troubleshooting: Customer had plumber check water flow; followed video instructions provided by support.
History: Purchased from Currys; care and repair service initiated. [Agent Solutions]

Verify Customer Information: Agent requested surname and postcode for account verification.
Document Issue: Agent noted the washing machine is not filling with enough water and is not cleaning clothes properly.
Request Video Evidence: Agent inquired if the customer still has the video requested by the previous representative.
Schedule Engineer Visit: Agent documented the issue to coordinate a visit by a technician for further inspection.

[Final Resolution]

Engineer visit scheduled for further inspection of the washing machine. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding a washing machine purchased in January that is not washing clothes properly. The agent verified customer information and documented the issue of low water levels during operation. The customer had previously followed video instructions and had a plumber check the water flow. An engineer visit has been scheduled to further investigate the problem. [AI Summary]

[Contact Reason]

Customer reports washing machine purchased in January is faulty. Not washing clothes correctly. [Product Symptom]

Symptom: Washing machine not cleaning clothes properly; low water levels observed.
Timeline/Duration: Issue reported about a month ago.
Environment: Not Specified.
Self-troubleshooting: Customer had plumber check water flow; followed video instructions sent by previous representative.
History: Purchased from Currys; care and repair service initiated. [Agent Solutions]

Verify Customer Information: Agent requested surname and postcode for account verification.
Document Issue: Agent noted the washing machine is not filling with enough water and not cleaning clothes properly.
Request Video Evidence: Agent asked if the customer has the video requested by the previous representative.
Schedule Engineer Visit: Agent documented the issue for coordination with technical experts for an engineer visit.
Request Additional Video: Agent requested a short video (10-15 seconds) to be sent for further documentation.

[Final Resolution]

Agent to send a link for the customer to upload the requested video. Engineer visit to be coordinated based on the documentation. [Service Notes]
Customer has previously contacted support and followed up with a plumber. Video evidence of the issue is needed for further action. [Executive Summary] The customer contacted support regarding a washing machine purchased in January that is not washing clothes properly. The agent verified customer information and documented the issue, noting low water levels during operation. The agent requested a short video to further assess the problem and will coordinate an engineer visit based on the documentation. The customer has previously attempted troubleshooting with a plumber and followed video instructions from support.

[Request] WILL WAIT FOR THE VIDEO TO BOOK THE UNIT FOR THE REPAIR DONE TASK

CNU250909249859

Surname : IRVING

Mobile Number : 07717217730 / 07985352064 / 07955699822

Post Code : L30 1SW

1st Line of Address : 19 IRVINE CLOSE, NETHERTON, BOOTLE, L30 1SW, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER FOR A FEW MONTHS NOW LEAKAGE UNIT IS HAZARD BECAUSE THE WIFE SLIPPED A FEW TIMES NOW

RNU250808093126

Extended warranty. No parking permit needed.

[Consultation contents]

[Request] BOOKING FOR ANOTHER VISIT DONE TASK

Surname : ROBERTS

Mobile Number : 07813207235

Post Code : SW12 8PS

1st Line of Address : Flat 19 Ivanhoe House Rinaldo Road, LONDON, SW12 8PS, GB

Email Address : kristanne.roberts@googlemail.com

Model # : FWV917BTSE.ABLQPUK

Serial # : 103PNSV43638

DOP : 24/06/2021

Retailer :

[Customer Issues]

[Consultation contents]

[Request] JUST KEEP BEEPING AND DONE TASK

CNU250909250014

Surname : HODGSON

Mobile Number : 07795632901

Post Code : LA9 7PN

1st Line of Address : 19 Curson Rise, KENDAL, LA9 7PN, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquiring about the status of a scheduled engineer visit for washing machine repair. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Verify Customer Information: Agent requested surname and postcode to check the service status.
Check Reference Number: Agent asked for the reference number provided by the customer to locate the service booking.
Confirm Booking Status: Agent checked the booking status for the engineer visit.

[Final Resolution]

Agent to provide an update on the engineer's arrival. Follow-up on the service booking status. [Service Notes]
Customer has been waiting for three days for the engineer. Customer expressed frustration over the delay. [Executive Summary] The customer contacted support regarding the status of an engineer visit for washing machine repair, expressing frustration over a three-day wait. The agent verified the customer's information and checked the service booking status. The agent will provide an update on the engineer's arrival. The customer has been waiting for a resolution and is seeking clarity on the situation.

[AI Summary]

[Contact Reason]

Customer inquiring about the status of a scheduled repair for a washing machine. Waiting for an engineer for three days without resolution. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Verify Customer Information: Agent requested surname and postcode to check the repair status.
Check Repair Status: Agent confirmed the repair was booked but noted it was still pending in the system.
Coordinate with Repair Department: Agent communicated with the repair department to understand the cancellation reason.
Inform Customer of Cancellation: Agent explained that the engineer canceled the repair and that an email was sent for further details.
Provide Engineer Contact Information: Agent provided two contact numbers for the customer to reach the authorized service center.

[Final Resolution]

Customer advised to contact the provided numbers for further information. Agent will follow up with the repair department for updates. [Service Notes]
Customer has been without a washing machine for nearly five weeks. Multiple cancellations without notification have caused frustration. [Executive Summary]
Customer contacted support regarding the status of a washing machine repair, expressing frustration over three days of waiting without service. The agent verified the repair status and communicated that the engineer had canceled the appointment. The agent provided contact numbers for the customer to reach the service center directly. The customer was advised that the agent would follow up with the repair department for further updates.

[Request] do jtm repair chase DONE TASK

CNU250909250327

Surname : BREWER

Mobile Number : 07791996121

Post Code : BS35 4PF

1st Line of Address : 32 Beach Road, BRISTOL, BS35 4PF, GB

Email Address : carolbrewer43@icloud.com

Model # : F4X1009NMK.AMBQPUK

Serial # : 406PNSV6C150

DOP : 14/01/2025

Retailer : CURRYS

[Customer Issues] holly currys WASHER BOUGHT ON JANUARY

Cleaned the filter 3 times. Drum when lift the rubber

[Consultation contents] [AI Summary]

[Contact Reason]

Customer experiencing black rubber particles and oil buildup in washing machine during wash cycles. Requesting engineer visit for inspection. [Product Symptom]

Symptom: Black rubber particles and oil buildup observed in the washing machine during wash cycles.
Timeline/Duration: Issue occurs every wash cycle since purchase in January.
Environment: Not Specified.
Self-troubleshooting: Customer has cleaned the filter and drum three times.
History: Washing machine purchased in January; previous contact with customer service regarding the issue. [Agent Solutions]

Verification of Customer Details: Collected customer's mobile number and surname for account verification.
Review of Previous Contact: Noted that technical experts reviewed photos submitted by the customer and identified foreign objects as the cause of the issue.
Maintenance Advice: Advised customer to perform proper maintenance, including tub cleaning, drawer cleaning, and filter cleaning.
Acknowledgment of Customer's Efforts: Confirmed customer has already attempted cleaning the filter and drum multiple times.
Inquiry on Oil Buildup: Asked for clarification on the oil buildup and its location behind the drum.

[Final Resolution]

Customer advised to continue maintenance efforts. Engineer visit not scheduled during this call. Further assistance may be required if issue persists. [Service Notes]
Customer has expressed dissatisfaction with previous service outcomes. Maintenance efforts have not resolved the issue. [Executive Summary] The customer reported an ongoing issue with their washing machine, specifically black rubber particles and oil buildup during wash cycles. The agent verified customer details and reviewed previous interactions, noting that technical experts had identified foreign objects as the cause. The agent provided maintenance advice, acknowledging the customer's prior cleaning efforts. No engineer visit was scheduled during this call, but further assistance may be needed if the problem continues.

[AI Summary]

[Contact Reason]

Customer experiencing black rubber parts and oil buildup in washing machine during wash cycles. Request for engineer visit to inspect the issue. [Product Symptom]

Symptom: Black rubber particles and oil buildup observed in the washing machine. Oil appears to accumulate behind the drum, causing concern.
Timeline/Duration: Ongoing issue since purchase in January. Occurs every wash cycle.
Environment: Not Specified.
Self-troubleshooting: Customer has cleaned the filter and drum multiple times.
History: Washing machine purchased in January; previous contact with customer service regarding the issue. [Agent Solutions]

Verify Customer Information: Requested customer's mobile number and surname for account verification.
Review Previous Case: Checked previous interactions and noted that technical experts requested additional photos for assessment.
Advise Maintenance: Suggested proper maintenance including tub cleaning, drawer cleaning, and filter cleaning.
Request Photos: Informed customer that photos of the oil and rubber particles are needed for repair assessment.
Coordinate with Technical Experts: Contacted technical experts to discuss the issue and the need for an inspection.
Explain Inspection Process: Explained that approval for an engineer visit requires photos of the oil stains and that it may take 1-3 business days for approval.

[Final Resolution]

Customer to provide photos of oil stains for inspection approval. Engineer visit pending receipt of requested photos. [Service Notes]
Customer has previously visited the store regarding the issue. Customer has expressed dissatisfaction with previous resolutions. [Executive Summary] The customer reported ongoing issues with a washing machine, specifically black rubber particles and oil buildup during wash cycles. The agent verified customer information and reviewed previous case notes, advising on maintenance steps. The agent requested photos of the oil stains for further assessment and coordinated with technical experts regarding the inspection process. The next step involves the customer sending the requested photos to proceed with scheduling an engineer visit.

[Request] once received the photos will do pl DONE TASK

CNU250909251607

Surname : MILWARD

Mobile Number : 07445962927

Post Code : M20 1BP

1st Line of Address : 3 Bromborough Avenue, MANCHESTER, M20 1BP, GB

Email Address : milwardlouise@gmail.com

Model # : GSXV91MCAE.AMCQLGU

Serial # : 301TRRC0B758

DOP : 24/05/2023

Retailer : CURRYS

[Customer Issues] SEPT FRIDGE

Engineer is quite rude Now it's been costing me day after day take aways for disabled children. Not one got free.

[Consultation contents] Note: Customer is ringing us to get an update for her unit also she doesn't like the engineer's attitude because he's rude and same engineer visit again still a rude attitude.

[AI Summary]

[Contact Reason]

Customer inquiring about unresolved issues with LG freezer repair. [Product Symptom]

Symptom: Freezer diagnosed as needing gas refill; later deemed irreparable by technician.
Timeline/Duration: Initial engineer visit in September; follow-up scheduled for September 18; technician arrived alone instead of with a partner.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Previous engineer visit in September; customer paid for service; dissatisfaction with technician's behavior and communication. [Agent Solutions]

Acknowledgment: Agent expressed understanding of the customer's inconvenience.
Verification Request: Agent requested customer to verify surname for further assistance.

[Final Resolution]

Agent to assist with the case; further steps pending customer verification. [Service Notes]
Customer expressed dissatisfaction with technician's rudeness and perceived deception regarding repair status. - Customer took time off work for scheduled repair. [Executive Summary] The customer contacted LG regarding ongoing issues with their freezer repair, initially diagnosed as needing gas but later deemed irreparable by a technician. The customer reported dissatisfaction with the technician's behavior and communication, feeling misled about the repair process. The agent acknowledged the customer's concerns and requested verification to proceed with assistance. Next steps are pending based on customer verification.

[AI Summary]

[Contact Reason]

Customer experiencing issues with LG freezer repair. Complaints about engineer's rudeness and diagnosis inconsistency. [Product Symptom]

Symptom: Freezer deemed unrepairable after initial diagnosis indicated it only needed gas. Engineer did not perform repairs during the second visit.
Timeline/Duration: Initial visit in September; second visit on September 18. Customer waited for two engineers but only one arrived.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Previous repair attempt in September; customer paid for service. [Agent Solutions]

Account Verification: Customer's surname and address verified.
Case Review: Agent reviewed the case and confirmed it was being handled by another department.
Engineer Report Explanation: Agent explained that the engineer deemed the unit unrepairable due to a system leak.
Transfer Offer: Agent offered to transfer the customer to the resolutions team for further assistance.

[Final Resolution]

Transfer to resolutions team for alternative solutions regarding the freezer. Customer expressed dissatisfaction with the engineer's service and potential legal action due to incurred costs. [Service Notes]
Customer has disabled children, leading to increased stress and financial burden due to the freezer issue. Previous engineer's rudeness noted as a concern. [Executive Summary] The customer contacted support regarding an LG freezer that was initially diagnosed as needing gas but later deemed unrepairable by the same engineer during a follow-up visit. The customer expressed frustration over the engineer's rudeness and lack of proper service. The agent verified the customer's account and explained the engineer's report, stating a system leak was the cause of the unrepairable status. The agent offered to transfer the customer to the resolutions team for further assistance. The customer highlighted the financial impact of the situation, especially given their circumstances with disabled children.

[Request] DONE TRANSFERRED TO RESO DONE TASK

Surname :

Mobile Number :

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] tv is broken lg remote

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquiring about LG TV model. [Product Symptom]
Symptom: Customer mentioned the TV is working fine. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Not Specified. [Agent Solutions]
N/A - No Troubleshooting Steps Taken. [Final Resolution]
N/A - No Troubleshooting Steps Taken. [Service Notes]
N/A. [Executive Summary] The customer contacted LG parts service regarding an LG TV model. The customer indicated that the TV is functioning properly. No troubleshooting steps were taken during the call, and no further actions were discussed.

[AI Summary]

[Contact Reason]

Customer experiencing issues with TV remote controls. Both remotes not functioning. [Product Symptom]

Symptom: TV working fine, but remote controls not functioning. Remote sensor on TV not responding.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Not Specified. [Agent Solutions]

Transfer to Correct Department: Agent acknowledged the issue and transferred the customer to the television department for further assistance.

[Final Resolution]

Customer transferred to the television department for further troubleshooting. [Service Notes]
N/A [Executive Summary] The customer reported issues with both remote controls for their LG TV, stating that while the TV itself is functioning properly, the remote sensor is not responding. The agent recognized the error in department handling and transferred the customer to the appropriate television department for further assistance. No troubleshooting steps were taken during this call.

[Request] DONE TASK CUSTOMER IS ANONYMOUS AND TRANSFERRED TO HE

Surname :

Mobile Number : 07986317171

Post Code :

1st Line of Address :

Email Address :

Model # : F4J610SS.ASSQPUK

Serial # : 906PNHN4E129

DOP :

Retailer :

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

[Contact Reason]

Inquiry about warranty status for LG washing machine. Customer believes it has a ten-year warranty but lacks documentation. [Product Symptom]
Symptom: Washing machine is broken down. Specific issues not detailed. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Purchased house with washing machine; warranty believed to be ten years. [Agent Solutions]

Verify Warranty: Checked the serial number provided by the customer.
Confirm Manufacturing Date: Found that the washing machine was manufactured in June 2019.
Explain Warranty Coverage: Informed customer that the ten-year warranty covers only the direct drive motor, not labor or other parts.
Clarify Warranty Limitations: Explained that the warranty is applicable only if the unit is under six years old, which it is not.

[Final Resolution]

Customer informed about warranty limitations. No troubleshooting steps taken as the issue was related to warranty coverage, not product malfunction. [Service Notes]
N/A. [Executive Summary] The customer contacted regarding the warranty status of an LG washing machine, believing it to have a ten-year warranty. The agent verified the serial number and confirmed the manufacturing date as June 2019, indicating the unit is over six years old. The agent explained that the ten-year warranty only covers the direct drive motor and does not include labor or parts. No troubleshooting was performed as the inquiry was focused on warranty coverage rather than a specific product issue.

[AI Summary]

[Contact Reason]

Inquiry about warranty status for LG washing machine. Customer believes it has a ten-year warranty but lacks documentation. [Product Symptom]
Symptom: Customer states the washing machine is broken down but does not specify the exact issue. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Customer purchased the house with the washing machine; warranty history unclear. [Agent Solutions]

Verify Warranty: Agent confirmed the washing machine was manufactured in June 2019, indicating it is over six years old.
Explain Warranty Coverage: Agent explained the ten-year warranty covers only the direct drive motor, not labor or parts.
Discuss Repair Eligibility: Agent stated that repairs can only be booked for units under six years old due to potential unavailability of parts.
Clarify Ownership Transfer: Agent informed customer that warranty is not transferable to new owners; previous owner must provide purchase receipt for warranty verification.

[Final Resolution]

Customer advised to find the original purchase receipt to verify warranty status. Repair service may be chargeable if warranty cannot be confirmed. [Service Notes]
N/A [Executive Summary] The customer contacted regarding the warranty status of an LG washing machine believed to have a ten-year warranty. The agent verified the manufacturing date as June 2019, indicating the unit is over six years old and not eligible for warranty repairs. The agent explained that the warranty covers only the direct drive motor and that the warranty is not transferable to new owners. The customer was advised to locate the original purchase receipt for further verification.

[Request] DONE TASK