_________________________________________ CNU250814017486 RNU250814030369 Surname : YASMIN ARNOLD Mobile Number : 07734052781 Post Code : IV3 8RB 1st Line of Address : 40 High Street, INVERNESS, IV3 8RB, GB Email Address : yasminarnold2804@gmail.com Model # : F4C510GBTN1.AMBQPUK Serial # : 404PNMH08683 DOP : 06/06/2024 Retailer : CURRYS [Customer Issues] 2 MONTHS P2024-06-19404PNMH08683 No error codes. Customer did drum clean on a empty cycle. Unit has a proper space in the sides and the back. Customer unit was on laminate flooring. Issue persists. No parking permit needed. [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling to follow up on a previous inquiry regarding a noise issue with their washing machine, which has been ongoing for about two months. 2. Customer Request: Customer seeks guidance on the next steps for addressing the noise problem and potentially scheduling a repair. 3. Agent Solution: Agent confirmed the noise issue and began the process of coordinating with technical experts. The agent asked several verification questions, including customer details and the condition of the washing machine, to prepare for booking a repair service. 4. Resolution Acceptance: Yes. The customer agreed to the agent's proposal to coordinate with technical experts for further assistance. 5. Customer Pain Point: Customer expressed frustration over the prolonged noise issue and the inconvenience it has caused, especially since it has persisted for two months without resolution. 6. Notable Comments: Customer mentioned that the washing machine was purchased from Curry and provided details about the unit's usage, including that the noise was observed during an empty drum clean cycle. [AI Summary] 1. Contact Reason: Customer is calling regarding a noise issue with their washing machine, which has been occurring for approximately two months. They previously received a text message to upload a video of the problem. 2. Customer Request: Customer seeks to understand the next steps for addressing the noise issue and potentially scheduling a repair. 3. Agent Solution: Agent confirmed the noise issue and gathered necessary information for documentation, including customer details and the nature of the problem. The agent coordinated with technical experts for further assistance and assured the customer that a reference number would be sent after the call. 4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to receive the reference number via text. 5. Customer Pain Point: Customer expressed frustration about the ongoing noise issue and the inconvenience it has caused, particularly as they were driving and unable to provide the serial number immediately. 6. Notable Comments: Customer mentioned they purchased the washing machine from Curry and confirmed that the video submitted was of an empty drum clean cycle. They also noted that their flooring is laminate and that no parking permit is required for service. [Request] DONE BOOKING AND SENDING SMS _________________________________________ Surname : Mobile Number : 07804250728 Post Code : 1st Line of Address : Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] [Consultation contents] [AI Summary] 1. Contact Reason: Customer is experiencing an issue with their TV, where the screen intermittently turns green, worsening over time. 2. Customer Request: Customer seeks assistance for troubleshooting the TV issue or a potential repair. 3. Agent Solution: The agent identified that the customer was in the wrong department for TV-related issues and initiated a transfer to the appropriate department that handles television inquiries. 4. Resolution Acceptance: Yes. The customer accepted the transfer to the correct department for further assistance. 5. Customer Pain Point: Customer is frustrated by the worsening screen issue, which has disrupted their viewing experience. 6. Notable Comments: Customer expressed gratitude for the agent's assistance in transferring them to the correct department for resolution. [Request] DONE TRANSFERRED TO HE _________________________________________ CNU250814017968 Surname : TOWNEND Mobile Number : 07940223060 / 02088798594 Post Code : HU12 8UQ 1st Line of Address : 9 Bartlett Close, HULL, HU12 8UQ, GB Email Address : jean_mike@hotmail.co.uk Model # : GBV5240CEP.AEPQLGT Serial # : 408TRDPD3874 DOP : 06/01/2025 Retailer : AO RETAIL LTD C/O EXPERT 360 [Customer Issues] RETURN A SHELF FOR FRIDGE FREEZER 0894149863 28/07 - PURCHASED 31/07 - RETURN [Consultation contents] [AI Summary] 1. Contact Reason: Customer called regarding a wrongly sent shelf for their freezer, which was ordered based on incorrect information from an LG advisor. The shelf received did not match the required specifications. 2. Customer Request: Customer seeks a refund for the incorrectly sent shelf, which they have already returned. 3. Agent Solution: Agent coordinated with the LG shop department to verify the order. The agent informed the customer that the refund process must be initiated through the LG website, as the order was placed online and is handled by a different customer service department. 4. Resolution Acceptance: No. The customer did not accept the proposed solution as they were frustrated with being directed to another department and felt their issue was not being resolved. 5. Customer Pain Point: Customer expressed frustration over receiving the wrong item and having to deal with multiple representatives without resolution. They have been trying to resolve the issue for weeks. 6. Notable Comments: Customer mentioned having spoken to several different people regarding the issue and expressed dissatisfaction with the service received, indicating a lack of clarity and support in resolving their problem. [Request] DONE _________________________________________ CNU250814018124 Surname : MOHAMMAD Mobile Number : 07830845544 Post Code : B27 7BZ 1st Line of Address : 96 Circular Road Birmingham Email Address : jhangeranasma@gmail.com Model # : FWY706GBTN1.AMBQPUK Serial # : 411PNKGUW157 DOP : 13/03/2025 Retailer : CURRYS [Customer Issues] WASHER CL [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling regarding an LG washing machine that is displaying a child lock message, preventing normal operation. 2. Customer Request: Customer seeks assistance in disabling the child lock feature on the washing machine. 3. Agent Solution: Agent confirmed the model number and verified the customer's account details. The agent then referred to the owner's manual to provide specific instructions on how to disable the child lock, guiding the customer through the necessary steps. 4. Resolution Acceptance: Yes. The customer accepted the agent's guidance and was willing to follow the provided instructions. 5. Customer Pain Point: Customer expressed frustration with the inability to operate the washing machine due to the child lock feature being activated unexpectedly. 6. Notable Comments: Customer mentioned that the issue arose while attempting to use the machine, indicating a need for clearer instructions on operating the child lock feature in the future. [AI Summary] 1. Contact Reason: Customer is calling regarding an LG washing machine displaying a child lock error message, preventing normal operation. 2. Customer Request: Customer seeks assistance in disabling the child lock feature on the washing machine. 3. Agent Solution: Agent guided the customer through the process of removing the child lock by instructing them to press and hold the "Delay" and "Top Clean" buttons simultaneously for at least five seconds. The customer successfully followed the instructions, and the child lock was disabled. 4. Resolution Acceptance: Yes. The customer accepted the solution and confirmed that the child lock was removed successfully. 5. Customer Pain Point: Customer expressed frustration with the inability to operate the washing machine due to the child lock feature being activated unexpectedly. 6. Notable Comments: Customer mentioned they would write down the instructions provided by the agent for future reference, indicating a desire to avoid similar issues. [Request] DONE REMOVED THE CL ERROR _________________________________________ CNU250814018328 Surname : PADDA Mobile Number : 07988941830 Post Code : TW4 5BG 1st Line of Address : 71 Munster Avenue, HOUNSLOW, TW4 5BG, GB Email Address : meenapadda71@gmail.com Model # : FH4U2VCN4.ALSQEUK Serial # : 701PNUR3R198 DOP : 30/11/2019 Retailer : CURRYS [Customer Issues] WASHER DOOR IS BROKEN 2 3 DAYS AGO [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling to inquire about a broken door on their washing machine and whether it is still under warranty. 2. Customer Request: Customer seeks confirmation on warranty status and potential repair options for the broken door. 3. Agent Solution: Agent requested the customer's surname and postcode to check the account. After confirming the details, the agent began coordinating with technical experts to assess the issue and determine warranty coverage. 4. Resolution Acceptance: No. The customer did not accept a solution yet as the agent was still in the process of checking warranty details and coordinating with technical support. 5. Customer Pain Point: Customer expressed concern about the door being broken and the potential for leaking, which could affect laundry functionality. 6. Notable Comments: Customer mentioned that the washing machine is still operational despite the door issue, indicating a need for urgent assistance to prevent further damage. [AI Summary] 1. Contact Reason: Customer is calling to inquire about a broken door on their washing machine and whether it is still under warranty. 2. Customer Request: Customer seeks confirmation on warranty status and options for repairing the broken door. 3. Agent Solution: Agent checked the warranty status and informed the customer that the washing machine is not under warranty as it was purchased in 2019. The agent explained that only the motor has a 10-year warranty and offered the customer the contact information for an authorized service center for repair options. 4. Resolution Acceptance: Yes. The customer accepted the information provided and expressed intent to explore local repair options. 5. Customer Pain Point: Customer is frustrated that the broken door is not covered under warranty and is concerned about repair costs. 6. Notable Comments: Customer mentioned they might look for a local repair service to potentially find a cheaper solution for the door issue. [Request] DONE AND SEND SMS OF THE ASC _________________________________________ RNU250814031071 Surname : BEN CLARKE Mobile Number : 08000232635 / 07837347997 Post Code : DE56 0FD 1st Line of Address : 12 Sherbourne Drive, BELPER, DE56 0FD, GB Email Address : benbo1978@hotmail.co.uk Model # : GSXV90BSAE.ABSQLGU Serial # : 111TRHZ33713 DOP : 2/02/2022 Retailer : CURRYS [Customer Issues] FRIDGE FREEZER IS NOT WORKING PROPERLY 2 OR 3 DAYS AGO BXL00500201 Unit temperature in freezer -20 and fridge is on 4. Doors still closing properly. Gasket doesn't have any visible damage or tear. Unit have a proper spacing at the sides and at the back for ventilation. No foods that is blocking the air vents. Issue persists. No parking permit needed. [Consultation contents] [AI Summary] 1. Contact Reason: Customer is experiencing issues with the freezer section of their fridge freezer, which has not been cooling properly for the past two to three days. 2. Customer Request: Customer seeks assistance with troubleshooting the issue and potentially scheduling a repair appointment if necessary. 3. Agent Solution: Agent verified the customer's warranty status and confirmed that the unit is out of warranty. The agent explained that the customer does not have an extended warranty and provided the repair cost of £239. The agent offered to schedule a repair appointment after payment confirmation. 4. Resolution Acceptance: Yes. The customer agreed to proceed with scheduling the repair after understanding the payment process. 5. Customer Pain Point: Customer expressed confusion and frustration regarding the warranty status, believing they had registered for an extended warranty that would cover the repair. 6. Notable Comments: Customer mentioned having a guarantee confirmation code and expressed concern about the warranty terms, indicating they had checked the LG website for eligibility. [AI Summary] 1. Contact Reason: Customer is experiencing issues with the freezer section of their fridge freezer, which has not been cooling properly for the past two to three days. 2. Customer Request: Customer seeks assistance with troubleshooting the issue and potentially scheduling a repair if the problem persists. 3. Agent Solution: Agent verified the customer's warranty status and informed them that the unit is out of warranty. The agent explained that the repair would cost £239 and offered to schedule a service appointment after payment confirmation. The agent also provided details about the warranty coverage for the compressor. 4. Resolution Acceptance: Yes. The customer agreed to proceed with scheduling the repair after understanding the costs involved. 5. Customer Pain Point: Customer expressed confusion and frustration regarding the warranty status, believing they had registered for an extended warranty that would cover the repair. 6. Notable Comments: Customer mentioned they had a guarantee confirmation code and believed their unit was eligible for a five-year warranty based on the registration. They also noted that the freezer was not freezing items properly, indicating a potential cooling issue. [Request] DONE TRANSFERRED TO PAYMENT DEPARTMENT _________________________________________ CNU250814019370 Surname : BURNS Mobile Number : 07516758050 Post Code : EX5 7AP 1st Line of Address : 2 Copseclose Lane, EXETER, EX5 7AP, GB Email Address : laruenburns132@outlook.com Model # : GSL761WBXV.AWBQLGU Serial # : 710TRTX2A881 DOP : Retailer : [Customer Issues] FRIDGE FREEZER DEFROSTED THE FOODS IN IT [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling about an LG American style fridge freezer, specifically reporting that the freezer is not functioning and all food has defrosted, while the fridge section remains cold. 2. Customer Request: Customer seeks assistance in scheduling a service appointment to have the freezer inspected and repaired. 3. Agent Solution: Agent confirmed the issue and began creating an account for the customer. The agent requested the serial number of the fridge for further assistance and offered to hold while the customer retrieved the information. The agent also collected the customer's contact details to proceed with the service request. 4. Resolution Acceptance: No. The customer did not accept a proposed solution yet as they needed to retrieve the serial number before proceeding. 5. Customer Pain Point: Customer expressed frustration over the inconvenience of a malfunctioning freezer, particularly the loss of food due to defrosting. 6. Notable Comments: Customer mentioned this is their first time calling LG customer service and was cooperative in providing information for account creation. [AI Summary] 1. Contact Reason: Customer is calling about a fridge freezer, seeking assistance regarding its status and potential issues, but the specific problem is not clearly stated in the conversation. 2. Customer Request: Customer is looking for information regarding the fridge freezer, including its serial number and warranty status, as well as any possible repair options. 3. Agent Solution: Agent requested the serial number from the customer to verify the product details and check warranty eligibility. The agent explained how to locate the serial number inside the fridge and confirmed the serial number provided by the customer. The agent also noted that the unit was purchased two years ago and informed the customer that it is no longer under warranty due to its production date in October 2017. 4. Resolution Acceptance: No. The customer did not accept the proposed solution as the agent indicated that the unit is out of warranty and no further assistance could be provided. 5. Customer Pain Point: Customer expressed frustration about not being able to remember the purchase details and the implications of the unit being out of warranty, which limits repair options. 6. Notable Comments: Customer mentioned that the fridge freezer was a gift from a family member, indicating a lack of direct purchase knowledge, which may affect their understanding of warranty coverage. [AI Summary] 1. Contact Reason: Customer is calling about a fridge freezer, seeking assistance regarding its functionality and potential repair options. 2. Customer Request: Customer is looking to schedule a repair service for the fridge freezer, expressing willingness to pay for the service. 3. Agent Solution: Agent informed the customer that the fridge freezer, manufactured in October 2017, is out of warranty as it is over six years old. The agent provided contact information for authorized service centers and engineers for the customer to arrange a repair directly. 4. Resolution Acceptance: Yes. The customer accepted the solution and requested the contact numbers for the service engineers. 5. Customer Pain Point: Customer expressed frustration over the age of the appliance and the inability to receive warranty service, as well as the inconvenience of needing to arrange repairs independently. 6. Notable Comments: Customer mentioned the fridge freezer was a gift from a family member, indicating a lack of knowledge about the purchase details, which contributed to the difficulty in verifying warranty status. [Request] DONE PROVIDED THE ASC NUMBER _________________________________________ Surname : ASHTON Mobile Number : 07817997595 Post Code : TQ14 0HG 1st Line of Address : Home Orchard Higher Ringmore Road Shaldon TEIGNMOUTH, TQ14 0HG, GB Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] WASHER [Consultation contents] Washer loud vibrating noise during spin No codes. No leaks. Installed by customer. Even and leveled. Compared to other brands they have had without noises. All bolts removed. Has enough spacing around. Not overloaded or tangled. Have not tried empty spin only yet. No SN. Commit to run on empty spin only to have short video. Will have system send SMS link for document upload. And POP as well.   [AI Summary] 1. Contact Reason: Customer is experiencing excessive noise from their LG washing machine model F2A509GBLN1, particularly during the spin cycle, which has been occurring since purchase six weeks ago. 2. Customer Request: Customer seeks troubleshooting assistance and potentially a repair appointment if the issue cannot be resolved through initial steps. 3. Agent Solution: Agent provided troubleshooting steps, including running an empty spin cycle without clothes to validate the noise issue. The agent also requested a video of the noise for further assessment and confirmed the customer's installation and usage practices were correct. 4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to provide a video of the noise for validation. 5. Customer Pain Point: Customer is frustrated with the persistent noise issue from a new appliance, which they believe is not typical for washing machines, especially since it has been present since the initial use. 6. Notable Comments: Customer mentioned they have experience with washing machine installations and followed all guidelines, indicating a strong understanding of proper usage and installation practices. [AI Summary] 1. Contact Reason: Customer is experiencing excessive noise from their LG washing machine model F2A509GBLN1, particularly during the spin cycle, which has been occurring since purchase six weeks ago. 2. Customer Request: Customer seeks troubleshooting assistance and potentially a repair appointment if the issue cannot be resolved through initial steps. 3. Agent Solution: Agent provided troubleshooting steps, including running an empty spin cycle without clothes to validate the noise issue. The agent also requested a video of the noise for further assessment and confirmed the customer's installation and usage practices were correct. 4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to provide a video of the noise for validation. 5. Customer Pain Point: Customer is frustrated with the persistent noise issue from a new appliance, which they believe is not typical for washing machines, especially since it has been present since the initial use. 6. Notable Comments: Customer mentioned they have experience with washing machine installations and followed all guidelines, indicating a strong understanding of proper usage and installation practices. [AI Summary] - MINE 1. Contact Reason: Customer is experiencing issues with submitting a video related to a problem with their LG machine, specifically that the reference number provided is not recognized. 2. Customer Request: Customer seeks assistance in verifying the case number and resolving the issue with uploading the video. 3. Agent Solution: Agent confirmed the case number provided by the customer and guided them through the verification process. After identifying a potential issue with the format of the case number, the agent suggested the customer try entering it again, which resolved the issue. 4. Resolution Acceptance: Yes. The customer accepted the solution and expressed gratitude for the assistance provided. 5. Customer Pain Point: Customer was frustrated by the inability to upload the video and the confusion surrounding the case number recognition. 6. Notable Comments: Customer mentioned they had previously called about the issue and were trying to follow up with additional information via video. [Request] _________________________________________ CNU250814019924 Surname : ATTA Mobile Number : 07399830129 Post Code : SW15 4DH 1st Line of Address : 205 Danebury Avenue, LONDON, SW15 4DH, GB Email Address : saimasial20@yahoo.com Model # : FH4U2VCN2.ABWQEUK Serial # : 901PNDWOV322 DOP : 01/02/2019 Retailer : CURRYS [Customer Issues] WASHER IS NOT WORKING ON JANUARY [Consultation contents] [AI Summary] 1. Contact Reason: Customer's washing machine is experiencing a new issue with a leaking gasket near the door after a previous repair in January. 2. Customer Request: Customer is seeking a service appointment to fix the current issue with the washing machine. 3. Agent Solution: Agent confirmed the issue with the gasket and requested a photo of the damaged part to assess the situation further. The agent indicated that they would check with technical experts once the photo is received. 4. Resolution Acceptance: No. The customer did not accept a solution yet as they need to provide a photo of the gasket for further evaluation. 5. Customer Pain Point: Customer is frustrated with the recurring issues with the washing machine, especially after a recent repair, and is concerned about the quality and reliability of the product. 6. Notable Comments: Customer mentioned that they were informed during the previous repair that any future issues within a year would be addressed at the same cost, indicating a reliance on this assurance for ongoing support. [AI Summary] 1. Contact Reason: The customer is calling because their washing machine, which was previously repaired in January, is now leaking from the door due to a potentially damaged gasket. 2. Customer Request: The customer is seeking a repair appointment for the washing machine, as they believe the repair should be covered under the previous service agreement. 3. Agent Solution: The agent requested the customer to provide a clear photo of the damaged gasket for assessment by technical experts. The agent explained that the previous repair warranty had expired after 90 days, and the customer would need to pay £175 for the new repair, which includes parts and labor. 4. Resolution Acceptance: No. The customer did not accept the proposed solution as they were disappointed to learn that the repair would not be covered under the previous service agreement. 5. Customer Pain Point: The customer expressed frustration about having to pay for repairs shortly after a previous service, feeling that the warranty period was too short and that they should not incur additional costs. 6. Notable Comments: The customer mentioned they would send the requested photo of the gasket via SMS for further evaluation and expressed gratitude for the agent's assistance despite the disappointing news regarding costs. [Request] WILL WAIT FOR THE PHOTOS AND ONCE RECEIVED WE WILL COORDINAT IT TO TECH _________________________________________ CNU250814020517 Surname : ASHLEY RAWLINS Mobile Number : 07516738625 Post Code : LS2 9AR 1st Line of Address : 3B Blenheim Square, LEEDS, LS2 9AR, GB Email Address : rawlins.ashley@gmail.com Model # : F4V309SNE.ASSQWUK Serial # : 109PWGNLA623 DOP : 01/10/2021 Retailer : CURRYS [Customer Issues] WASHER Customer wants to have a replacement and don't not exceeding 600 pounds [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling to discuss issues with their washing machine, specifically regarding a replacement part that was incorrectly installed, resulting in a mismatch in appearance and functionality. 2. Customer Request: Customer seeks assistance in obtaining a similar washing machine that meets their specifications and does not exceed a budget of £600. 3. Agent Solution: Agent verified the customer's account and discussed options for a new washing machine. The agent offered to send an email with available models that fit the customer's criteria, including size and color, while ensuring the customer is aware of the need to check dimensions for compatibility. 4. Resolution Acceptance: Yes. The customer accepted the agent's proposal to send options via email and expressed urgency in making a purchase. 5. Customer Pain Point: Customer is frustrated with the poor quality of the replacement part and the overall service experience, feeling that the washing machine's functionality and aesthetics have been compromised. 6. Notable Comments: Customer shared their dissatisfaction with previous service experiences and emphasized the importance of having reliable appliances. They also mentioned their intent to donate the current washing machine once a new one is acquired. [AI Summary] 1. Contact Reason: Customer is calling to inquire about obtaining a washing machine similar to their current one, expressing dissatisfaction with a recent repair that resulted in an incorrect part being installed. 2. Customer Request: Customer seeks assistance in finding a new washing machine that matches their specifications and does not exceed a budget of £600. 3. Agent Solution: Agent confirmed the customer's warranty details and offered to send options for washing machines that fit the customer's criteria. The agent also suggested checking local stores and the LG website for available models. 4. Resolution Acceptance: Yes. The customer accepted the agent's proposal to send options via email and expressed urgency in making a purchase. 5. Customer Pain Point: Customer is frustrated with the quality of the recent repair and the mismatch of parts, leading to dissatisfaction with the current washing machine's appearance and functionality. 6. Notable Comments: Customer shared their past experiences with LG products and emphasized their preference for genuine parts. They also mentioned their intention to donate the old washing machine once a new one is acquired. [Request] will provide the model that is the same to his unit washer _________________________________________ Surname : SWIFT Mobile Number : 0868432811 Post Code : X42 DP98, IE 1st Line of Address : CARRIGEEN, NEWTOWN, KILMACTHOMAS WATERFORD, X42 DP98, IE Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] WASHER CNU250731894905 Customer doesn't have a washer for 3 weeks now and she had a family of four so she cannot wait any longer to process the repair for the unit. [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling regarding a broken LG washing machine that has been out of service since August 28, with an ongoing issue and a service engineer visit on August 7. 2. Customer Request: Customer seeks an update on the repair status and expresses frustration over the prolonged lack of a functioning washing machine for nearly three weeks. 3. Agent Solution: Agent coordinated with the repair department to check the status of the repair. The agent informed the customer that the engineer is waiting for a call regarding whether to replace or fix the machine, and offered to escalate the case to a manager for further assistance. 4. Resolution Acceptance: No. The customer did not accept the current situation and requested to speak with a supervisor due to the ongoing issues and lack of resolution. 5. Customer Pain Point: Customer is frustrated with the lengthy repair process, having been without a washing machine for three weeks, and is concerned about the impact on their family of four. 6. Notable Comments: Customer expressed a desire for a manager to call back with an update and provided an additional contact number. The customer acknowledged their frustration was not directed at the agent but at the service delays. [Request] WILL RAISE FOR 2 EYES _________________________________________ CNU250814021510 Surname : UCER DILBER Mobile Number : 07561443701/ 07561443701 Post Code : N16 0AQ 1st Line of Address : FLAT 19 130 Email Address : ucerdilber@gmail.com Model # : Serial # : DOP : 7/08/2025 Retailer : CURRYS [Customer Issues] FRIDGE CURRYS THURSDAY ORDERED AND FRIDAY DELIVERED NOISE STORE 7423213699 [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling regarding a newly purchased fridge freezer that is making excessive noise, disrupting sleep, and causing concern about its safety. The unit was purchased from Currys and has been problematic since delivery. 2. Customer Request: Customer seeks assistance in replacing the faulty fridge freezer, as they have already been informed by Currys that a replacement is necessary. 3. Agent Solution: Agent confirmed the customer's purchase details and explained that since the unit is within the return period, they can coordinate with Currys for a replacement. The agent offered to contact Currys on the customer's behalf to expedite the process. 4. Resolution Acceptance: Yes. The customer accepted the agent's proposal to contact Currys for a replacement, expressing urgency due to the ongoing issues with the fridge. 5. Customer Pain Point: Customer is frustrated by the noise from the fridge, which is affecting their sleep and causing anxiety about the appliance's safety. They are also concerned about the inconvenience of not having a functional fridge. 6. Notable Comments: Customer mentioned they are from the Philippines and expressed a strong need for a working fridge due to their reliance on it for food storage. They emphasized the urgency of resolving the issue quickly. [AI Summary] 1. Contact Reason: Customer is calling regarding a newly purchased fridge freezer that is making excessive noise, disrupting sleep, and was delivered just a week ago. 2. Customer Request: Customer seeks a replacement for the faulty fridge freezer, as advised by the retailer's technical service. 3. Agent Solution: Agent confirmed the customer's right to return the unit within the one-month return period. The agent coordinated with the retailer to facilitate the replacement process and advised the customer to bring the receipt to the store for the exchange. 4. Resolution Acceptance: Yes. The customer accepted the solution and agreed to visit the retailer with the receipt for the replacement. 5. Customer Pain Point: Customer expressed frustration over the noise from the fridge freezer, which has caused significant inconvenience and anxiety since it is a new purchase. 6. Notable Comments: Customer mentioned the urgency of needing a functional fridge freezer due to reliance on it for daily use, highlighting the importance of a quick resolution. [Request] DONE _________________________________________ CNU250814022670 Surname : SALIMIAN Mobile Number : 07779292415 Post Code : W3 7PT 1st Line of Address : 8 Mashie Road, LONDON, W3 7PT, GB Email Address : Daran01@Icloud.com Model # : FWV917BTSE.ABLQPUK Serial # : 110PNNA3Q591 DOP : 07/05/2023 Retailer : AO RETAIL LTD C/O EXPERT 360 [Customer Issues] VCU250814061670_01 [Consultation contents] [AI Summary] 1. Contact Reason: Customer is following up on a previous report regarding a product issue and has not received a callback from the engineer as promised. 2. Customer Request: Customer seeks a clear timeframe for the resolution of their case and requests to speak with a manager for further assistance. 3. Agent Solution: Agent checked the customer's account and confirmed that the case is being handled by LG specialists. The agent stated that updates would be provided within two to three business days but could not provide a specific timeframe. The agent also offered to escalate the case to a manager and create a "voice of the customer" report for the customer's complaints. 4. Resolution Acceptance: No. The customer did not accept the proposed solution due to dissatisfaction with the lack of clear answers and the prolonged wait time. 5. Customer Pain Point: Customer expressed frustration over the lack of communication and updates regarding their case, feeling ignored and dissatisfied with the service received. 6. Notable Comments: Customer emphasized the urgency of their situation, having already waited two to three weeks without resolution, and insisted on speaking to someone with more authority to address their concerns. [Request] DONE RAISING FOR VOC, MANAGER AND _________________________________________ CNU250814022968 RNU250814034061 Surname : COURT Mobile Number : 07891578011 Post Code : KT8 9JZ 1st Line of Address : 33 Kent Road, EAST MOLESEY, KT8 9JZ, GB Email Address : katya.court@outlook.com Model # : FDV309WN.BBWQKGB Serial # : 408STSR0N878 DOP : 19/04/2025 Retailer : JOHN LEWIS [Customer Issues] BLOCKED PIPE LEAKING Unit is located in the utility room. Unit is properly leveled. Standpipe is not exceeding the maximum height of 1meter. Checked the door doesn't have any visible damage. Engineer cleaned the condenser duct. Issue persists. No parking permit needed. [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling regarding a leaking washing machine after a recent repair, where a technician indicated a blocked pipe and advised against using the dryer more than once a day, which the customer finds unreasonable. 2. Customer Request: Customer seeks assistance to resolve the ongoing leakage issue and potentially schedule another repair since the problem persists after the last service. 3. Agent Solution: Agent confirmed the customer's account and requested photographic evidence of the leakage for documentation. The agent also inquired about the specific location of the leak and noted the customer's description of the issue, indicating it might be related to the drain hose. 4. Resolution Acceptance: No. The customer has not yet accepted a proposed solution as the agent is still gathering information and has not yet offered a specific resolution. 5. Customer Pain Point: Customer is frustrated by the recurring leakage issue and the technician's advice regarding dryer usage, feeling it does not accommodate their household needs. 6. Notable Comments: Customer mentioned having two children, which necessitates frequent use of the washing machine and dryer, and expressed disbelief at the technician's comments about usage being akin to commercial use. POP received on 14-AUG-25 [AI Summary] 1. Contact Reason: Customer is calling regarding a leaking washing machine and dryer that was recently repaired under warranty. The customer was informed by a technician that a blocked pipe was the issue and was advised against using the dryer more than once a day. 2. Customer Request: The customer seeks assistance with the ongoing leakage issue after the recent repair and wants to provide proof of the problem, potentially leading to further service. 3. Agent Solution: The agent requested the customer to send a video of the leakage for validation. The agent documented the issue and explained the process for sending the video via SMS. The agent also verified details about the unit and confirmed that a technician would contact the customer to schedule a follow-up repair. 4. Resolution Acceptance: Yes. The customer accepted the proposed solution of sending the video and awaiting further contact from a technician. 5. Customer Pain Point: The customer expressed frustration over the recurring leakage issue after a recent repair and dissatisfaction with the technician's advice regarding dryer usage. 6. Notable Comments: The customer mentioned having children, which necessitates frequent use of the dryer, and noted that the leakage has worsened since the last technician's visit. [Request] DONE _________________________________________ Surname : Mobile Number : 02088798594 Post Code : 1st Line of Address : Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] TV [Consultation contents] [AI Summary] 1. Contact Reason: Customer is experiencing issues with their TV, which shuts down unexpectedly, downloads apps during viewing, and has fluctuating volume levels. 2. Customer Request: Customer requests a technician to come and inspect the TV to resolve the ongoing issues. 3. Agent Solution: The first agent attempted to assist but realized they were in the wrong department for TV issues. They informed the customer that they would transfer them to the appropriate department that handles television inquiries. 4. Resolution Acceptance: No. The customer did not accept a solution as they were transferred to another agent without resolution. 5. Customer Pain Point: Customer is frustrated with the TV's malfunctioning behavior, which disrupts their viewing experience and feels they are being passed around between departments. 6. Notable Comments: Customer expressed dissatisfaction with being transferred multiple times and indicated they were not informed about the correct department initially. [Request] DONE TRANSFERRED TO HE _________________________________________ CNU250812995077 RNU250814034211 Surname : JANSEN Mobile Number : 07734316666 Post Code : E3 2UL 1st Line of Address : Flat 358 Manhattan Building, Bow Quarter, 60 Fairfield Road, LONDON, E3 2UL, GB Email Address : carlotta.jansen@gmail.com Model # : Serial # : DOP : Retailer : [Customer Issues] FF, u51 [Freezing] Unplugged and plug in. Washer is located in a utility room. Removed the water. Issue persists. No parkin permit needed. [Consultation contents] [Customer Issues] [Consultation contents] [Request] [AI Summary] 1. Contact Reason: Customer called regarding a missed call from LG about scheduling a repair for her washing machine, which is displaying FF and TE error codes. 2. Customer Request: Customer seeks to book a repair appointment for her washing machine, which has been under warranty and has already undergone some troubleshooting. 3. Agent Solution: Agent confirmed the customer's details and checked the case file. The agent booked a repair appointment and informed the customer that an engineer would call within two business days to provide the exact date and time for the visit. The agent also assured the customer that a reference number would be sent via SMS. 4. Resolution Acceptance: Yes. The customer accepted the proposed solution and understood that an engineer would contact her soon to finalize the appointment. 5. Customer Pain Point: Customer expressed frustration about having to repeat her issue and the lack of clarity regarding the appointment scheduling process after receiving a missed call. 6. Notable Comments: Customer mentioned she had already uploaded proof of purchase and other necessary documents for the warranty claim, indicating she had been proactive in resolving the issue. LGEUK DMST Sub-Part [Request] DONE _________________________________________ CNU250814025476 Surname : KELLY Mobile Number : 07900970450 Post Code : M44 6WN 1st Line of Address : Flat 11 Balshaw Court School Lane Irlam MANCHESTER, M44 6WN, GB Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] FRIDGE CNU250734825634 250725833427 [Consultation contents] [TECH TAG] MCA 30/07  - this has been answered already and one of B2C agent updated the file yesterday     ===================================================== 30/7 WG1 B2C [APM] Tagging to TechSpecialist; the video attached cannot be viewed nor downloaded due to meager capacity. Please advise how can we proceed. 29/07 B2C [ED] Called the customer; will send a new video of a frozen good 26/7 WG1 B2C [APM] Still no attachments needed. Will resend the same SMS sent ; for maximum retention. 25/07 B2C [ED] Called the customer; confirmed that her concern was the fresh converter drawer is causing the meat to get frozen and insisting for another inspection - requested of images demonstrating the fault Hi, Customer advised one of our representative that she might need new filer and now the customer insist to have new filter to the engineer. Please callback the customer to advise that we will not provide new filter as No Fault has been found with their unit. Thank you! POP received on 26-JUL-25 [AI Summary] 1. Contact Reason: Customer is calling regarding an issue with their freezer, referencing a previous case where an engineer visited but did not find a fault with the unit. 2. Customer Request: Customer seeks clarification on the need for a new water filter, as they were informed by the engineer that they would need to purchase it themselves. 3. Agent Solution: Agent verified the case details and explained that the water filter is not covered under warranty as it is considered a maintenance item. The agent provided the customer with the part number for the water filter and directed them to the LG website for purchasing options. 4. Resolution Acceptance: Yes. The customer accepted the information provided regarding the filter and acknowledged the need to purchase it. 5. Customer Pain Point: Customer expressed frustration over being told they need to pay for a filter despite being under warranty, leading to confusion about what is covered. 6. Notable Comments: Customer mentioned this was their first call regarding the issue and was seeking clarity on the engineer's previous assessment and the warranty coverage for maintenance items. [Request] DONE _________________________________________ Surname : Mobile Number : Post Code : 1st Line of Address : Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] [Consultation contents] [Customer Issues] [Consultation contents] [Request] [AI Summary] 1. Contact Reason: Customer is experiencing issues with their television, which keeps switching off unexpectedly, having already reported the problem previously on July 28. 2. Customer Request: Customer seeks further assistance or a resolution for the ongoing issue with the television, as previous troubleshooting did not resolve the problem. 3. Agent Solution: The agent acknowledged the issue and informed the customer that they were in the wrong department for television inquiries. The agent offered to transfer the customer to the appropriate department that handles television issues. 4. Resolution Acceptance: Yes. The customer accepted the transfer to the correct department for further assistance with their television problem. 5. Customer Pain Point: Customer is frustrated by the recurring issue of the television turning off multiple times, especially after previous troubleshooting efforts were ineffective. 6. Notable Comments: Customer mentioned having already spoken to another agent, Oliver, who provided initial troubleshooting steps but did not resolve the issue, indicating a need for more effective support. [Request] _________________________________________ CNU250814024425 RNU250814035205 Surname : REGAN Mobile Number : 07876237690 Post Code : EH15 3NR 1st Line of Address : 12 Bingham Medway, EDINBURGH, EH15 3NR, GB Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] Inlet and outlet pipes doesn't have any visible damage or tear. Unit still draining properly on the drain hose. Unit is properly balanced. No error codes. Cleaned the filter. Cleaned the gasket and doesn't have any visible damage or repair. Issue persists. No parking permit needed. [Consultation contents] [Request] DONE BOOKING _________________________________________ Surname : BEDI Mobile Number : 07875506654 Post Code : 1st Line of Address : Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] WASHER F4X7511TSB 11KG A400 SPIN AI TURBO WASH [Consultation contents] NON ON LEWIS, CURRYS, BUNNY, PC, WORLD, AO, COSTCO, EURONICS, ,HARVEY NORMAN, MARKS ELECTRICAL, HUGHES ELECTRICAL, ARGOS, SONIC HAS IT HOWEVER ITS TOO FAR [Customer Issues] [Consultation contents] [Request] [AI Summary] 1. Contact Reason: Customer is inquiring about the availability of a specific LG washing machine model (F4X7511) that is currently out of stock. 2. Customer Request: Customer seeks information on when the desired washing machine will be back in stock or alternative options available for purchase. 3. Agent Solution: Agent checked the availability of the requested model and informed the customer that it is out of stock. The agent suggested alternative models in different colors and sizes, and recommended checking local appliance stores and online retailers for availability. The agent also advised the customer to set up a stock alert for the desired model. 4. Resolution Acceptance: No. The customer did not accept the proposed alternatives as they were not satisfactory and expressed frustration over the lack of availability of the preferred model. 5. Customer Pain Point: Customer is frustrated by the unavailability of the desired washing machine model and the high prices at other retailers. They have spent considerable time searching for the product without success. 6. Notable Comments: Customer mentioned they are switching from a competitor brand to LG and are particularly interested in the energy efficiency and features of the washing machine. They expressed a desire for a specific color (black) that is not currently available. [Request] _________________________________________