02/10 CALLS

CNU251002450199

Surname : KEPPENS-MAENHOUT

Mobile Number : 07919342454

Post Code : SW2 3TT

1st Line of Address : 160 Downton Avenue, LONDON, SW2 3TT, GB

Email Address : annelies.maenhout@me.com

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] Customer did one wash on tuesday P2023-08-19210PNXL0Z794

[Consultation contents] [AI Summary]

[Contact Reason]

• Repair inquiry for washing machine. Customer reports ongoing issues despite previous repairs. [Product Symptom]

• Symptom: Washing machine fails to operate consistently; electronics stop functioning, potential leakage causing electrical issues.
• Timeline/Duration: Engineer visited twice; issue persists after repairs.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Previous repairs involved replacement of electronic panel; issues reoccurred after initial fix. [Agent Solutions]

1. Verify Account: Confirmed customer details and repair history.

2. Assess Issue: Identified ongoing problem with washing machine; noted potential leakage affecting electronics.

3. Coordinate with Department: Agent will check with authorized service center for updates on parts and repairs.

[Final Resolution]

• Agent to follow up with authorized service center for further information on repairs and parts ordered. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding unresolved issues with their washing machine, which has experienced repeated failures despite previous repairs. The agent verified the customer's account and assessed the ongoing problem, noting potential leakage affecting the electronics. The agent will coordinate with the authorized service center to obtain updates on the repair status and parts ordered. No additional troubleshooting steps were taken during the call.

[AI Summary]

[Contact Reason]

• Customer inquiring about unresolved washing machine repair. [Product Symptom]

• Symptom: Washing machine turns on and off by itself; potential leakage causing electrical issues.
• Timeline/Duration: Issue has persisted since 13 September; engineer visited twice, with temporary resolution after first repair.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Engineer replaced some parts on 30 September; customer reported machine worked once after repair but failed again. [Agent Solutions]

1. Verify Account: Confirmed customer details and repair history.

2. Check Repair Status: Coordinated with repair department; noted that additional parts were still pending.

3. Discuss Next Steps: Offered to schedule another engineer visit due to ongoing issues.

4. Request Video Evidence: Provided a link for the customer to send a short video of the malfunctioning machine.

5. Verify Contact Information: Confirmed customer’s email address for communication regarding the repair.

[Final Resolution]

• Scheduled request for another engineer visit to address ongoing issues. Customer to send video evidence of the problem. [Service Notes]
• Customer has been without a functioning washing machine since 13 September. Previous repairs did not resolve the issue. [Executive Summary] The customer contacted support regarding an unresolved issue with their washing machine, which has been malfunctioning since 13 September. The agent verified the customer's account and repair history, noting that parts were still pending from the previous repair. The customer reported that the machine worked once after the last repair but failed again shortly after. The agent offered to schedule another engineer visit and requested a video of the issue for further assessment. The customer agreed to send the video and provided their email for communication.

[Request] RECALL JOB DONE TASK

Surname :

Mobile Number : 01942524083

Post Code :

1st Line of Address :

Email Address :

Model # : GSLC41EYPE

Serial # :

DOP :

Retailer :

[Customer Issues] 76378652 They come twice now

[Consultation contents] [AI Summary]

[Contact Reason]

• Inquiry about removing the fridge doors for an LG fridge order. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Order Verification: Verified the order number provided by the customer (7637 8652).

2. Coordination with LG Ship Department: Coordinated the issue with the LG ship department for assistance.

3. Order Number Discrepancy: Noted that the order number provided by the customer did not match LG's records; LG's records indicate the order number should start with 8000.

4. Purchase Source Confirmation: Confirmed that the fridge was purchased from a third-party retailer (Very).

[Final Resolution]

• Advised customer to contact the retailer (Very) for further assistance regarding the fridge door removal. [Service Notes]
• N/A [Executive Summary] The customer contacted LG customer service to inquire about the removal of the doors from an ordered LG fridge. The agent verified the order number but found a discrepancy with LG's records. The customer was informed that the order number should start with 8000 and was advised to reach out to the retailer, Very, for further assistance. The agent coordinated with the relevant department but could not resolve the issue directly due to the purchase source.

[AI Summary]

[Contact Reason]

• Customer inquiring about removing the doors from an LG fridge. [Product Symptom]
• Symptom: Customer reports issues with the delivery and installation of the fridge, specifically the inability to remove the doors for entry. - Timeline/Duration: 25 days since the order was placed; multiple delivery attempts made. - Environment: Not Specified. - Self-troubleshooting: Customer contacted the retailer and the installation service for assistance. - History: Purchased from a retailer; order number provided. [Agent Solutions]

1. Verification of Order Number: Agent confirmed the order number provided by the customer.

2. Coordination with LG Ship Department: Agent coordinated the issue with the relevant department for further assistance.

3. Clarification of Order Status: Agent informed the customer that the order number was different from LG's records and needed verification of the purchase source.

4. Direction to Contact Retailer: Agent advised the customer to contact the retailer for assistance with door removal since the order exceeded the authorized period for LG's direct intervention.

5. Confirmation of Door Removal Capability: Agent confirmed that the fridge doors can be removed but must be reattached properly to avoid issues.

[Final Resolution]

• Customer advised to contact the retailer for door removal assistance. Agent confirmed that LG can approve the removal but emphasized the need for proper reattachment. [Service Notes]
• N/A [Executive Summary] The customer contacted LG regarding the removal of doors from a newly ordered fridge, citing issues with delivery and installation over the past 25 days. The agent verified the order number and coordinated with the relevant department but found discrepancies in the order details. The customer was advised to reach out to the retailer for assistance, as LG's involvement was limited due to the order's age. The agent confirmed that while the doors can be removed, they must be reattached correctly to prevent any operational issues.

[Request] NO NEED TO DOCU, DONE TASK

CNU251002451075 RNU251002056753

Surname : IVASCU

Mobile Number : 0894840039

Post Code : D15 A3TD

1st Line of Address : 13 THE VIEW, HUNTER'S RUN, DUBLIN 15, D15 A3TD, IE

Email Address : anaivascu32@yahoo.ie

Model # : F4X7011TWB.AGWQPUK

Serial # : 506PNPD9E568

DOP : 17/09/2025

Retailer : CURRYS

[Customer Issues] WASHER SHAKING UNIT ON THE SPIN CYCLE CURRYS

3850EM2004W 506PNPV98568

Unit is properly leveled. Customer says that on the wash cycle the shaking is not happening. Customer is putting normal loads in the washer. Inlet and outlet pipes doesn't have any visible damage or cuts. Cleaned the filter. Issue persists.

No parking permit needed. Customer is requesting for the soonest appointment.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing shaking during the spin cycle of the washing machine. [Product Symptom]

• Symptom: Washing machine shakes during spin cycle.
• Timeline/Duration: First occurrence during the second wash.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Recently purchased from a retailer. [Agent Solutions]

1. Verify Issue: Confirmed the washing machine shakes during the spin cycle.

2. Account Creation: Created an account for the customer for further assistance.

3. Customer Information: Collected customer details including name, mobile number, postcode, and email address.

4. Serial Number Inquiry: Asked for the serial number located on the washing machine.

5. Serial Number Verification: Customer attempted to provide the serial number; multiple attempts made to clarify the correct number.

6. Purchase Date Inquiry: Inquired about the exact purchase date of the washing machine.

[Final Resolution]

• Next steps include confirming the correct serial number and purchase date for further assistance. [Service Notes]
• N/A [Executive Summary] The customer reported that their washing machine shakes during the spin cycle, first noticed during the second wash. The agent confirmed the issue and created an account for the customer. Customer details were collected, including attempts to verify the serial number, which was unclear. The agent also inquired about the purchase date, which the customer could not specify. Next steps involve confirming the serial number and purchase date for further assistance.

[AI Summary]

[Contact Reason]

• Customer experiencing shaking during the spin cycle of the washing machine. [Product Symptom]

• Symptom: Washing machine shakes during the spin cycle.
• Timeline/Duration: First noticed during the second wash; purchased approximately two weeks prior.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased from a retailer; delivered last week. [Agent Solutions]

1. Verify Issue: Confirmed the washing machine shakes during the spin cycle.

2. Account Creation: Created an account for the customer for further assistance.

3. Collect Customer Information: Gathered customer details including name, mobile number, postcode, and email address.

4. Serial Number Assistance: Instructed the customer on how to locate the serial number on the washing machine.

5. Confirm Purchase Date: Established the purchase date as approximately two weeks prior, with delivery last week.

6. Check Installation: Asked if the washing machine is properly leveled; customer confirmed it is.

7. Load Verification: Inquired about the load size; customer indicated normal load usage.

8. Inspect Inlet/Outlet Pipes: Confirmed no visible damage to the pipes.

9. Filter Cleaning Inquiry: Customer stated the filter has not been cleaned as it is a new machine.

10. Installation Inquiry: Confirmed the customer's husband installed the washing machine.

1

1. Parking Permit Check: Confirmed no parking permit is needed for the engineer's visit.

2. Schedule Engineer Visit: Booked an engineer's visit and provided a reference number; informed customer of follow-up within two business days.

[Final Resolution]

• Engineer visit scheduled; customer will be contacted within two business days for specific date. [Service Notes]
• N/A [Executive Summary] The customer reported that their washing machine shakes during the spin cycle. The agent confirmed the issue and created an account for the customer. Customer details were collected, and the purchase date was established as approximately two weeks prior. The agent verified the installation, load size, and condition of the machine. An engineer's visit was scheduled, and the customer was informed they would be contacted within two business days for further arrangements.

[Request] DONE BOOKING SMS AND TASK

Surname :

Mobile Number : 01932331400

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer requesting to speak with management in the UK regarding a technician. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Location Confirmation: Agent confirmed the call center is based in the Philippines, not the UK.

2. Transfer Request: Customer requested transfer to UK management.

3. UK Contact Number Verification: Agent provided the UK call center number for verification.

4. Payment Method Inquiry: Customer mentioned intent to make an order using a bank transfer instead of credit or debit card.

5. Alternative Contact Suggestion: Agent suggested contacting the LG shop department directly for assistance.

[Final Resolution]

• Customer advised to contact the UK shop department directly for order placement. [Service Notes]
• N/A [Executive Summary] The customer contacted LG customer service seeking to speak with management in the UK regarding a technician. The agent confirmed the call center's location in the Philippines and provided the UK call center number for verification. The customer expressed a desire to place an order using a bank transfer instead of a credit or debit card. The agent suggested contacting the LG shop department directly for further assistance. No troubleshooting steps were taken as the inquiry was non-technical.

[Request] NO NEED TO DOCU DONE TASK

CNU251002451961

Surname : SARAH ROGAN

Mobile Number : 07988636716

Post Code : BD23 6QP

1st Line of Address : 4 Brackenley Avenue, Embsay SKIPTON, BD23 6QP, GB

Email Address : whitham.sarah@googlemail.com

Model # : F4Y909WCTN4.ABWQPUK

Serial # : 408PNKG1K205

DOP : 05/08/2024

Retailer : SONIC DIRECT

[Customer Issues] Customer was promised on Tuesday

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing ongoing issues with a washing machine. Requesting information on warranty service level agreement (SLA) and seeking resolution for repair or replacement. [Product Symptom]

• Symptom: Washing machine not functioning after previous repair attempts. Customer has been without a washing machine for three weeks.
• Timeline/Duration: First reported issue two weeks ago; previous repair attempt made on the 25th, which was unsuccessful.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Washing machine is six months old, purchased from a specific retailer. Previous repair attempts made by a service provider. [Agent Solutions]

1. Verify Account: Agent confirmed customer identity and checked account details.

2. Explain SLA: Agent explained that the current SLA for repairs is 14 days, and the case would be raised if the unit could not be repaired.

3. Raise Case: Agent noted the customer's request for escalation regarding the unresolved repair and potential refund or replacement.

4. Document Customer Feedback: Agent documented customer frustration and urgency regarding the lack of washing machine service.

5. Confirm Next Steps: Agent informed customer that the case would be escalated to support for further action and noted the request for a callback.

[Final Resolution]

• Case raised for review by support team. Customer requested a callback for updates. No immediate resolution provided during the call. [Service Notes]
• Customer has young children and expressed urgency for a washing machine. Previous repair attempts have failed, and customer is dissatisfied with service response times. [Executive Summary] The customer contacted support regarding ongoing issues with a washing machine that has been non-functional for three weeks. The agent verified the account and explained the service level agreement, noting that the case would be escalated for further review. The customer expressed significant frustration with the service received and requested a callback for updates. The agent documented the situation and confirmed that the case would be raised for potential refund or replacement. The customer was informed that they would receive a response within two business days.

[AI Summary]

[Contact Reason]

• Customer experiencing ongoing issues with a washing machine repair. Seeking resolution and clarification on service level agreements. [Product Symptom]

• Symptom: Washing machine not functioning; previous repair attempts unsuccessful.
• Timeline/Duration: No washing machine for three weeks; informed of an additional week wait for repair.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Washing machine is six months old; expensive model. [Agent Solutions]

1. Verification: Agent confirmed customer identity and account details.

2. Repair Process Explanation: Agent explained that if the repair provider cannot fix the unit, the case will be escalated to LG specialists for further review.

[Final Resolution]

• No immediate resolution provided; case to be reviewed by LG specialists. [Service Notes]
• Customer expressed frustration with customer service and lack of follow-up. Previous repair attempts were unsuccessful. [Executive Summary] The customer contacted support regarding ongoing issues with a washing machine that has been non-functional for three weeks. The agent verified the customer's identity and explained the repair process, indicating that the case would be escalated if the repair provider could not resolve the issue. The customer expressed significant frustration with the service received and the delays in repair. No immediate resolution was reached, and the case is to be reviewed by LG specialists.

[Request] DONE LVL 2 AND TASK

CNU251002452879 RNU251002056752

Surname : MR. KI WONG / MS. WROE

Mobile Number : 03330537883 / 07500733587 / 07463496699

Post Code : LS11 5UN

1st Line of Address : 51 Crescent Grange, LEEDS, LS11 5UN, GB

Email Address : yukiwu68@gmail.com

Model # : F2Y509WBLN1.ABWQPUK

Serial # : 401PNMH54403

DOP : 25/03/2024

Retailer : PC WORLD

[Customer Issues] WASHER

No power at all and Does not spin

Unit is plugged in directly to the wall outlet. No error codes. There's noise before. No leakage. Unit is properly leveled. Control panel doesn't have any visible damage and no water dripped on it. Customer tried to plug in other appliance to the same wall outlet and electricity is no problem. Issue persist.

Parking permit is needed. Customer is requesting for the soonest appointment. Customer is not available next week on Tuesday after that they are available.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports washing machine is broken down and requests to book an appointment for repair. [Product Symptom]

• Symptom: Washing machine does not spin or dry clothes; no lights are on the unit.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased approximately 18 months ago from PC World. [Agent Solutions]

1. Account Verification: Verified customer details including name, serial number, and contact information.

2. Power Check: Asked if the washing machine is plugged directly into the wall outlet; confirmed no power to the unit.

3. Appointment Booking: Confirmed intent to book a repair appointment after gathering necessary information.

[Final Resolution]

• Appointment to be booked for washing machine repair. Customer confirmed details for account and product. [Service Notes]
• Customer's washing machine shows no power and does not spin. Important to check power supply during technician visit. [Executive Summary] The customer contacted support regarding a broken washing machine that does not spin or dry clothes, with no lights indicating power. The agent verified the customer's account and product details, confirming the washing machine was purchased 18 months ago from PC World. The agent confirmed the unit is not receiving power and will proceed to book a repair appointment. The next steps involve scheduling the technician visit to address the power issue.

[AI Summary]

[Contact Reason]

• Customer reports washing machine is broken and requests to book an appointment for repair. [Product Symptom]

• Symptom: Washing machine does not spin or dry clothes; no lights are on the control panel.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Customer confirmed the unit is plugged in directly to the wall outlet; no power issues with other appliances.
• History: Purchased approximately 18 months ago from PC World. [Agent Solutions]

1. Account Verification: Verified customer details and account information.

2. Serial Number Confirmation: Confirmed the serial number of the washing machine.

3. Issue Clarification: Asked about symptoms, confirmed no error codes, no noise, and no leaks.

4. Power Check: Confirmed the washing machine is plugged in directly; no power issues noted.

5. Parking Permit Inquiry: Inquired if a parking permit is needed for the technician's visit.

6. Appointment Booking: Informed customer that an SMS will be sent with a reference number and that the engineer will contact within two business days to schedule the repair.

[Final Resolution]

• Appointment for repair to be booked; customer will receive SMS with reference number. Engineer will contact within two business days for scheduling. [Service Notes]
• Customer is unavailable next Tuesday for the repair appointment. [Executive Summary] The customer contacted support regarding a broken washing machine that does not spin or dry clothes, with no lights on the control panel. The agent verified the customer's account and confirmed the washing machine's serial number. After clarifying the issue and confirming no power problems, the agent noted the need for a parking permit for the technician's visit. The appointment will be booked, and the customer will receive an SMS with a reference number, with the engineer expected to contact within two business days for scheduling. The customer is unavailable next Tuesday for the repair.

[Request] DONE BOOKING SMS AND TASK

CNU251002453195 RNU251002053946

Surname : BRUMMITT

Mobile Number : 07801273299 / 07764960107

Post Code : BD24 0AX

1st Line of Address : Bellfield, The Mains, SETTLE, BD24 0AX, GB

Email Address : brummittrachel@gmail.com

Model # : F4T209WSE.ABWQMUK

Serial # : 307VOGW08743

DOP : 04/12/2023

Retailer : CURRYS

[Customer Issues] DOOR SEAL HAS MOULDS AND SMELL NOISE ON SPIN

No parking permit needed.

Tub clean once a month. Unit is properly balanced. Customer is washing normal loads. Cleaned the filter. Customer tried the water and vinegar to clean the gasket. No error codes. No leakage. Customer turn the drum by hand and there's a noise. Issue persists.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing issues with washing machine; door seal has mold buildup and drum makes loud noise during final spin. [Product Symptom]

• Symptom: Door seal has mold buildup, causing clothes to get dirty. Drum makes loud noise during final spin, machine moves excessively.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Customer regularly cleans the filter and has attempted to clean the door seal with vinegar.
• History: Purchased unit in December 2023. [Agent Solutions]

1. Verify Account: Collected customer details including name and postcode for account verification.

2. Serial Number Inquiry: Attempted to confirm the serial number; customer provided multiple numbers.

3. Request for Photo: Requested a photo of the door seal for technical verification.

4. Warranty Explanation: Explained that the gasket is not covered under warranty, only parts and labor for manufacturer defects.

5. Video Submission: Instructed customer to send a short video of the noise issue; noted video length limit.

6. Technical Coordination: Coordinated with technical experts regarding the noise issue; determined it might be a bearing problem.

7. Repair Booking: Confirmed that the noise issue is covered under warranty; gasket replacement would be chargeable.

8. Cost Confirmation: Informed customer that gasket replacement would cost £125, labor covered under warranty.

9. Payment Transfer: Prepared to transfer customer to payment department for processing the gasket repair.

[Final Resolution]

• Scheduled repair for noise issue under warranty. Gasket replacement confirmed as chargeable repair. Customer to send photo and video for technical review. [Service Notes]
• No parking permit needed for service visit. Customer regularly cleans washing machine and uses maintenance products monthly. [Executive Summary] The customer reported two issues with the washing machine: a moldy door seal and a loud noise during the final spin cycle. The agent verified the account and explained that while the noise issue is covered under warranty, the gasket replacement would incur a charge. The customer was instructed to send a photo and video of the gasket for technical assessment. A repair appointment was scheduled for the noise issue, and the customer was informed about the cost for the gasket replacement. The agent ensured all necessary details were collected for the repair process.

[AI Summary]

[Contact Reason]

• Customer experiencing issues with washing machine. Two main problems: door seal has mold buildup and drum making loud noise during final spin. [Product Symptom]

• Symptom: Door seal has mold buildup, causing clothes to get dirty. Drum makes loud noise during final spin, machine moves excessively.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased in 2023. [Agent Solutions]

1. Issue Confirmation: Agent confirmed the issues reported by the customer regarding the door seal and drum noise.

2. Video Request: Agent requested a video of the noise issue for further assessment.

3. Account Verification: Agent asked for customer’s surname and postcode to verify the account.

4. Purchase Verification: Agent confirmed the washing machine was purchased in 2023.

5. Serial Number Inquiry: Agent requested the serial number for further assistance, guiding the customer on where to find it.

[Final Resolution]

• N/A - No Troubleshooting Steps Taken. Agent did not proceed with troubleshooting steps due to the need for account verification and serial number confirmation. [Service Notes]
• N/A. [Executive Summary] The customer reported two issues with the washing machine: mold buildup on the door seal and a loud noise from the drum during the final spin cycle. The agent confirmed the issues and requested a video for further assessment. Account verification was performed, including the customer's surname and postcode, and the purchase date was confirmed as 2023. The agent also requested the serial number for further assistance but did not proceed with troubleshooting steps.

[Request] DONE BOOKING, SMS AND TASK

CNU251002453946 RNU251002054363

Surname : RYE

Mobile Number : 07703113034 / 07792176722

Post Code : NG18 3EU

1st Line of Address : 20 Heath Avenue, MANSFIELD, NG18 3EU, GB

Email Address : john@metlane-lettings.co.uk

Model # : LSWD100E.ABWQKUK

Serial # : 303KWLR99600

DOP : 25/11/2023

Retailer : CURRYS

[Customer Issues] NOT DRAINING

Cleaned the filter. Drain the unit manually. Customer says that he used the pole that has a hook at the end and he saw a Lady's wrist band and sock. No error codes. No leakage. Unit is proper leveled. Issue persists.

No parking permit needed. Approved by Tech GP. Customer is requesting for the soonest appointment for this repair.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing drainage issue with washing machine. Previous blockage caused by foreign objects. [Product Symptom]

• Symptom: Washing machine not draining properly. Previous blockage caused by items like a wristband and sock.
• Timeline/Duration: Ongoing issue; previous engineer visit noted for similar problem.
• Environment: Not Specified.
• Self-troubleshooting: Customer attempted to clear blockage using a tool.
• History: Previous engineer visit documented for similar drainage issue. [Agent Solutions]

1. Verify Issue: Confirmed customer reported washing machine not draining.

2. Request Serial Number: Customer provided serial number for the washing machine.

3. Assess Leakage: Customer confirmed no current leakage, but previous issues noted.

4. Check for Error Codes: Customer reported no error codes displayed on the machine.

5. Confirm Machine Level: Customer confirmed washing machine is properly leveled.

6. Coordinate with Technical Experts: Agent consulted technical team regarding the gap in the gasket.

7. Discuss Repair Options: Agent informed customer that gasket replacement may be chargeable.

8. Confirm Warranty Status: Agent confirmed unit is under warranty, but gasket issue not covered.

9. Discuss Repair Costs: Agent quoted £125 for gasket and metal ring replacement.

10. Schedule Engineer Visit: Agent booked priority repair appointment for the washing machine.

[Final Resolution]

• Engineer visit scheduled for gasket replacement. Customer agreed to pay £125 for the repair. Transfer to payment department for processing. [Service Notes]
• Previous engineer visit documented for similar drainage issue. Customer has another washing machine currently in use. [Executive Summary] The customer contacted support regarding a drainage issue with their washing machine, previously caused by foreign objects. The agent confirmed the issue and consulted technical experts, determining that a gap in the gasket may require replacement. The customer was informed that the repair would cost £125, as it is not covered under warranty. An engineer visit was scheduled as a priority job to address the issue. The customer agreed to the charges and was transferred to the payment department for processing. [AI Summary]

[Contact Reason]

• Customer experiencing drainage issue with washing machine. [Product Symptom]

• Symptom: Washing machine not draining properly; blockage suspected due to foreign objects.
• Timeline/Duration: Previous engineer visit for similar issue; not specified how long the current issue has persisted.
• Environment: Not Specified.
• Self-troubleshooting: Customer used a tool to remove a wristband from the drain.
• History: Previous blockage caused by a sock; unit purchased from Curry. [Agent Solutions]

1. Verify Issue: Agent confirmed the customer’s washing machine is not draining and asked about leakage.

2. Identify Blockage: Customer reported pulling out a wristband and mentioned a previous blockage caused by a sock.

3. Request Serial Number: Agent requested and received the serial number for further assistance.

4. Check for Error Codes: Agent confirmed no error codes displayed on the washing machine.

5. Assess Leveling: Agent inquired about the machine's leveling; customer confirmed it is not rocking or shaking.

6. Confirm Parking: Agent verified no parking permit is needed for service.

7. Escalate to Technical Expert: Agent decided to coordinate with a technical expert for further evaluation.

[Final Resolution]

• Agent to escalate the issue to a technical expert for further assessment and approval for repair. [Service Notes]
• Previous engineer visit for similar drainage issue. Customer currently using another washing machine. [Executive Summary] The customer reported a drainage issue with their washing machine, indicating it is not draining properly and suspecting a blockage from foreign objects. The agent confirmed the issue and gathered information about previous blockages and the machine's condition. The customer used a tool to remove a wristband from the drain, and there were no error codes displayed. The agent escalated the case to a technical expert for further evaluation and potential repair.

[AI Summary]

[Contact Reason]

• Customer experiencing drainage issue with washing machine. [Product Symptom]

• Symptom: Washing machine not draining properly; blockage suspected due to foreign objects.
• Timeline/Duration: Previous engineer visit for similar issue; not specified how long the current issue has persisted.
• Environment: Not Specified.
• Self-troubleshooting: Customer used a tool to remove a wristband from the drain.
• History: Previous blockage caused by a sock; unit purchased from Curry. [Agent Solutions]

1. Verify Issue: Agent confirmed the customer’s washing machine is not draining and asked about leakage.

2. Identify Blockage: Customer reported pulling out a wristband and mentioned a previous blockage caused by a sock.

3. Request Serial Number: Agent requested and received the serial number for further assistance.

4. Check for Error Codes: Agent confirmed no error codes displayed on the washing machine.

5. Assess Leveling: Agent inquired about the machine's leveling; customer confirmed it is not rocking or shaking.

6. Confirm Parking: Agent verified no parking permit is needed for service.

7. Escalate to Technical Expert: Agent decided to coordinate with a technical expert for further evaluation.

[Final Resolution]

• Agent to escalate the issue to a technical expert for further assessment and approval for repair. [Service Notes]
• Previous engineer visit for similar drainage issue. Customer currently using another washing machine. [Executive Summary] The customer reported a drainage issue with their washing machine, indicating it is not draining properly and suspecting a blockage from foreign objects. The agent confirmed the issue and gathered information about previous blockages and the machine's condition. The customer used a tool to remove a wristband from the drain, and there were no error codes displayed. The agent escalated the case to a technical expert for further evaluation and potential repair.

[Request] DONE BOOKING, SMS AND TASK

CNU251002455102 RNU251002056747

Surname : ABASS

Mobile Number : 07581232759

Post Code : BH24 1RH

1st Line of Address : 18 Highfield Avenue, RINGWOOD, BH24 1RH, GB

Email Address : ali.abass@gmail.com

Model # : F4Y711WBTA1.ABWQPUK

Serial # : 401PNBM3Z165

DOP : 17/05/2024

Retailer : RELIANT

[Customer Issues] WASHER ERROR

Cleaned the filter regularly. Customer was advised by the engineer to use the tub clean every 2weeks. Unit is properly leveled. No error codes. Dispenser draw and gasket doesn't have any visible moulds. Customer is putting only normal loads in a wash. Issue persists after the repair and they just coordinate the issue today because they got busy.

No parking permit needed. Recall job. Customer is requesting for the soonest appointment.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing recurring issue with washing machine. Black stains appearing on clothing after wash cycles. [Product Symptom]

• Symptom: Black stains resembling oil on clean clothes after washing.

• Timeline/Duration: Issue persists since last repair on July 2. Multiple repairs attempted.

• Environment: Not Specified.

• Self-troubleshooting: Three engineers have inspected the machine; one replaced the drum, another performed a full system clean.

• History: Previous repairs documented; photos of stains provided to service. [Agent Solutions]

1. Account Verification: Agent requested surname and address details for account verification.

2. Repair History Check: Agent confirmed last repair date and noted recurring issue.

3. Error Code Inquiry: Agent asked about any error codes displayed on the machine.

4. Photo Request: Agent requested recent photos of stained clothing for documentation.

[Final Resolution]

• Agent documented the issue and requested additional evidence (photos of stains) for further investigation. [Service Notes]
• Multiple engineers have attempted repairs without resolution. Previous repairs include drum replacement and system cleaning. [Executive Summary] The customer reported ongoing issues with a washing machine, specifically black stains resembling oil on clothing after washing. Despite multiple repairs, including drum replacement and system cleaning, the problem persists. The agent verified the account and requested recent photos of the stains for further documentation. The next steps involve reviewing the provided evidence to determine further actions.

[AI Summary]

[Contact Reason]

• Customer experiencing recurring issue with washing machine. Black stains appearing on clothing after washes. [Product Symptom]

• Symptom: Black stains resembling oil on clean clothes after washing.

• Timeline/Duration: Issue persists since last repair on July 22.

• Environment: Not Specified.

• Self-troubleshooting: Customer has had three engineers check the machine; one replaced the drum, another performed a full clean.

• History: Last repair on July 22; unit purchased last year. [Agent Solutions]

1. Account Verification: Verified customer account details and previous repair history.

2. Issue Confirmation: Confirmed ongoing issue of black stains with no error codes present on the machine.

3. Photo Request: Requested customer to provide photos of stained clothing for further investigation.

4. Repair Scheduling: Informed customer that a new repair case would be created due to the issue persisting beyond the 90-day warranty period.

5. SMS Link Sent: Sent SMS with a link for photo upload and provided case number.

6. Filter Maintenance Inquiry: Asked about frequency of filter cleaning; customer confirmed regular cleaning.

7. Load Verification: Inquired about load size; customer confirmed machine weighs loads and auto-dispenses detergent.

8. Communication Issue: Addressed customer's difficulty in uploading photos via SMS; suggested alternative methods (email, WhatsApp).

9. WhatsApp Instructions: Provided WhatsApp number for photo submission and explained the process.

[Final Resolution]

• Customer to upload photos via SMS or WhatsApp. New repair case to be created for ongoing issue. Agent will coordinate with repair department upon receipt of photos. [Service Notes]
• Customer has been busy, which delayed reporting the issue. Regular maintenance performed as advised by engineers. [Executive Summary] The customer reported ongoing black stains on clothing from the washing machine, persisting since the last repair on July 22. The agent verified the account and confirmed no error codes were present. The customer was instructed to upload photos of the stains for further investigation. A new repair case will be created due to the issue exceeding the warranty period. The agent provided alternative methods for photo submission due to issues with SMS uploads.

[Request] DONE SMS, BOOKING AND TASK

CNU251002455460

Surname : IVANOV

Mobile Number : 07956265070

Post Code : NW3 2TA

1st Line of Address : Flat 2 33 Parliament Hill, LONDON, NW3 2TA, GB

Email Address : emiltcat@gmail.com

Model # : F4V309WNW.ABWQWUK

Serial # : 204PWNFK5815

DOP : 06/07/2022

Retailer : AMAZON UK SARL

[Customer Issues] Chasing for the repair

[Consultation contents] [AI Summary]

[Contact Reason]

• Inquiry about scheduled repair service. Customer has not received a call regarding the appointment. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Appointment: Checked the scheduled repair for the customer. Confirmed it was booked for September 30th, between 12 PM and 2 PM.

2. Check Engineer Contact: Inquired if the engineer had contacted the customer. Confirmed no contact had been made.

3. Review Repair Status: Verified that the repair is still pending and noted the absence of communication regarding the appointment.

[Final Resolution]

• Repair service not confirmed. Further investigation needed to determine why the technician did not arrive or contact the customer. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a scheduled repair service that was supposed to occur between 12 PM and 2 PM but reported no communication from the technician. The agent verified the appointment details and confirmed that the repair was still pending without any contact from the engineer. The next steps involve further investigation to understand the lack of communication and ensure the repair is addressed.

[AI Summary]

[Contact Reason]

• Customer inquiring about a scheduled repair appointment that was not confirmed by the technician. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Appointment: Checked the scheduled repair appointment for the customer, confirmed it was booked for September 30 between 12 PM and 2 PM.

2. Check Engineer Contact: Inquired if the engineer had contacted the customer; confirmed no contact had been made.

3. Review Repair Cases: Noted multiple previous cases in the system related to the customer's issue.

4. Coordinate with Repair Department: Attempted to coordinate with the repair department for an update on the technician's status.

5. Confirm Time Frame: Informed the customer that the engineer should contact them by 5 PM UK time if no contact was made by then.

6. Document Customer's Request: Noted the customer's request for an update and emphasized the importance of timely communication.

[Final Resolution]

• Customer advised to wait until 5 PM for a potential call from the engineer. If no contact is made, the customer can call back for further assistance. [Service Notes]
• Customer has multiple previous repair cases. Importance of timely updates emphasized. [Executive Summary] The customer contacted support regarding a missed repair appointment scheduled for September 30. The agent verified the appointment details and confirmed that no contact had been made by the technician. Multiple previous cases were noted in the system. The agent coordinated with the repair department and informed the customer that the technician should reach out by 5 PM. The customer was advised to wait for the call and to follow up if no contact was made.

[Request] DONE DOCU AND TASK

CNU251002455795

Surname : BATT

Mobile Number : 07738013983

Post Code : BS13 7PE

1st Line of Address : 130 Headley Lane, BRISTOL, SOMERSET, BS13 7PE, GB

Email Address : martb1978@hotmail.com

Model # : DF222FPS.APZQEUK

Serial # : 208KWDJ0V250

DOP : 06/02/2024

Retailer : RELIANT

[Customer Issues] DISHWASHER

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer calling regarding ongoing issues with LG dishwasher. Five unsuccessful repair appointments scheduled. [Product Symptom]

• Symptom: Dishwasher tripping electricity.
• Timeline/Duration: Five appointments scheduled; last visit on September 29, next scheduled for October

• Environment: Not Specified.

• Self-troubleshooting: Not Specified.

• History: Engineer visited three times; report indicates refusal for further repairs. [Agent Solutions]

1. Account Verification: Checked account details using provided serial number.

2. Appointment Review: Confirmed last visit on September 29 and scheduled visit on October

4. Engineer Report Review: Noted engineer's report indicating refusal for further repairs after three visits.

[Final Resolution]

• Next steps to be discussed regarding refusal for further repairs. Follow-up needed. [Service Notes]
• Engineer's report indicates customer refusal for further repairs after multiple visits. [Executive Summary] The customer contacted support regarding persistent issues with their LG dishwasher, having experienced five unsuccessful repair appointments. The agent verified the account and noted that the dishwasher is tripping electricity, with the last engineer visit recorded on September 29. The engineer's report indicated that the customer refused further repairs after three visits. Next steps regarding the refusal for further repairs will be discussed.

[AI Summary]

[Contact Reason]

• Customer calling regarding ongoing issues with LG dishwasher. Five unsuccessful repair appointments scheduled. [Product Symptom]
• Symptom: Dishwasher tripping electricity during operation. - Timeline/Duration: Five appointments; last visit on October

1. • Environment: Not Specified.

• Self-troubleshooting: Not Specified. - History: Previous repairs attempted; issues with engineer visits and parts availability. [Agent Solutions]

1. Account Verification: Checked account details and confirmed last visit on October

3. Engineer Report Review: Noted engineer's report indicated refusal for further repairs after three visits.

4. Coordination for Next Steps: Coordinated with support for case review and potential replacement unit.

5. Case Submission: Raised case to LG specialists for review and approval of replacement unit.

6. Update Process Explanation: Explained the process and timeline for case review and potential outcomes.

[Final Resolution]

• Case raised for review by LG specialists. Awaiting response regarding replacement unit. Customer advised to follow up if no updates in three days. [Service Notes]
• Customer has taken multiple days off work for repair appointments. Previous engineer visits resulted in no effective repairs. Customer seeking replacement unit due to ongoing issues. [Executive Summary] The customer contacted support regarding persistent issues with their LG dishwasher, which has resulted in five unsuccessful repair appointments. The agent verified account details and noted the engineer's report indicating refusal for further repairs. The agent coordinated with support to raise the case for review by LG specialists for a potential replacement unit. The customer was informed of the process and advised to follow up if no updates are received within three days.

[Request] DONE RAISE FOR BER AND TASK

CNU251002456994

Surname : ROWLANDS

Mobile Number : 07368406333

Post Code : CW7 3PE

1st Line of Address : 9 Rilshaw Lane, WINSFORD, CW7 3PE, GB

Email Address : barbararowlands@sky.com

Model # : F4Y513WWLN1.ABWQPUK

Serial # : 505PNFSBF187

DOP : 02/10/2025 DELIVERED / 26/09/2025

Retailer : CURRYS

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about guarantee confirmation code for newly registered washing machine. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Account Verification: Agent requested customer's surname and postcode to check account.

2. Case Status Check: Agent confirmed that the customer's case had not been registered yet.

3. Serial Number Request: Agent asked for the serial number of the washing machine.

4. Serial Number Verification: Customer provided serial number, which the agent verified.

5. Purchase Date Inquiry: Agent inquired about the purchase date of the washing machine.

6. Purchase Date Confirmation: Customer mentioned the washing machine was delivered today and provided an approximate purchase date.

7. Registration Process: Agent began the process of registering the washing machine on their end.

[Final Resolution]

• Registration of the washing machine initiated. Confirmation code to be sent once registration is complete. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding the lack of a guarantee confirmation code for a newly registered washing machine. The agent verified the customer's account details and confirmed that the case had not been registered yet. The agent collected the serial number and purchase date, and initiated the registration process. The customer will receive the confirmation code once the registration is complete.

[AI Summary]

[Contact Reason]

• Customer inquired about the guarantee confirmation code for a newly registered washing machine. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Account Verification: Verified customer’s surname and postcode to access account.

2. Serial Number Request: Requested the serial number of the washing machine for registration.

3. Serial Number Verification: Confirmed the provided serial number.

4. Purchase Date Inquiry: Asked for the purchase date of the washing machine.

5. Purchase Date Confirmation: Documented the purchase date as September 26.

6. Purchase Location Inquiry: Inquired where the washing machine was purchased.

7. Warranty Explanation: Explained the warranty coverage, including the promotional three-year extension.

8. Registration Process: Registered the washing machine for warranty.

9. Email Confirmation: Collected customer’s email address for sending confirmation.

10. SMS Confirmation: Sent a text message to the customer with registration confirmation details.

11. Confirmation Code Provision: Provided the confirmation code for warranty registration.

[Final Resolution]

• Warranty registered successfully. Confirmation code sent via SMS. Email confirmation to follow within 14 weeks. [Service Notes]
• N/A [Executive Summary]
• Customer contacted regarding the guarantee confirmation code for a newly registered washing machine. The agent verified the customer's account details, serial number, and purchase information. The warranty was successfully registered, including a promotional three-year extension, and the customer was informed they would receive a confirmation email within 14 weeks. A confirmation code was sent via SMS, which the customer confirmed receipt of.

[Request] DONE BOOKING, SMS AND TASK

CNU251002457122

Surname : BUCKLEY

Mobile Number : 07817583775

Post Code : GL12 8JA

1st Line of Address : 34 Farm Lees, WOTTON-UNDER-EDGE, GLOUCESTERSHIRE, GL12 8JA, GB

Email Address :

Model # : FH4A8TDS2.ABWQPUK

Serial # : 610PWMQKK323

DOP : 06/11/2016

Retailer : CURRYS

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports washing machine is broken. Discrepancy regarding warranty duration. [Product Symptom]
• Symptom: Washing machine not functioning. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Purchased in 2016. [Agent Solutions]

1. Warranty Check: Confirmed warranty duration is six years.

2. Purchase Confirmation: Verified purchase date as 2016.

3. Warranty Explanation: Explained standard two-year warranty for parts and labor.

[Final Resolution]

• Customer advised to contact retailer for warranty clarification. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a broken washing machine and expressed confusion over warranty duration. The agent confirmed the machine was purchased in 2016 and explained that the standard warranty is two years, while the customer referenced a ten-year warranty stated on the machine. The agent advised the customer to reach out to the retailer for further clarification on the warranty. No troubleshooting steps were taken as the issue was warranty-related.

[AI Summary]

[Contact Reason]

• Customer reports washing machine is broken. Confusion regarding warranty duration. [Product Symptom]

• Symptom: Washing machine malfunction. Customer believes warranty is longer than stated. - Timeline/Duration: Purchased in 2016. Warranty duration questioned. - Environment: Not Specified.

• Self-troubleshooting: Not Specified. - History: Warranty stated as ten years on the machine sticker, but customer informed warranty has ended. [Agent Solutions]

1. Warranty Confirmation: Verified purchase date as 2016. Explained standard warranty duration.

2. Warranty Details: Clarified that ten-year warranty applies only to the direct drive motor, not the entire unit.

3. Repair Options: Informed customer that the unit's warranty has expired and parts may no longer be available for repair. Suggested contacting Currys or a local engineer for further assistance.

[Final Resolution]

• Customer advised to contact Currys or a local engineer for repair options. Warranty clarification provided. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a broken washing machine and expressed confusion about the warranty duration. The agent confirmed the purchase date as 2016 and clarified that the ten-year warranty applies only to the direct drive motor, while the unit's warranty has expired. The customer was advised to reach out to Currys or a local engineer for repair options. No additional troubleshooting steps were taken as the warranty issue was the primary concern.

[Request] DONE DOCU AND TASK

CNU251002457297

Surname : ADEGBOTOLU JO/JOANNE

Mobile Number : 07771603630

Post Code : BR3 4HP

1st Line of Address : 45 Colesburg Road, BECKENHAM, KENT, BR3 4HP, GB

Email Address : joadegbotolu@yahoo.co.uk

Model # : FWV585WSE.ABWQWUK

Serial # : 108PWCMKY499

DOP : 05/09/2021

Retailer : JOHN LEWIS

[Customer Issues] WASHER DRYER A WEEK DISPLAY DOESN'T WORK PROPERLY ALL OF THE DETAILS DOESN'T HOW ON EVERY PROGRAMS BXL0023663

Unplugged and plug in.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing issues with washer dryer. Requesting repair service. [Product Symptom]

• Symptom: Display not functioning properly; intermittent power issues; programs not displaying correctly.
• Timeline/Duration: Issues began approximately one week ago; intermittent functionality noted.
• Environment: Not Specified.
• Self-troubleshooting: Unplugged the appliance and plugged it back in; attempted to reset.
• History: Purchased on September 5, 2021; likely from John Lewis; warranty may have expired. [Agent Solutions]

1. Verify Issue: Confirmed display issues and intermittent power.

2. Account Creation: Created an account for customer assistance.

3. Gather Customer Information: Collected surname, mobile number, postcode, first line of address, and email address.

4. Confirm Serial Number: Customer provided serial number for the washer dryer.

5. Purchase Details: Verified purchase date and location; noted potential warranty expiration.

6. Reference Number: Customer provided reference number for warranty check.

[Final Resolution]

• Repair service scheduled for washer dryer. Customer provided necessary information for follow-up. [Service Notes]
• Customer registered the appliance; warranty may be expired. Reference number available for warranty verification. [Executive Summary] The customer contacted support regarding issues with their washer dryer, specifically a malfunctioning display and intermittent power. The agent confirmed the symptoms and created an account for further assistance. Customer information was gathered, including the serial number and purchase details. A repair service was scheduled, and the customer provided a reference number for warranty verification.

[AI Summary]

[Contact Reason]

• Customer experiencing issues with washer dryer. Requesting repair service. [Product Symptom]

• Symptom: Display not functioning properly; intermittent power issues; programs not displaying correctly.
• Timeline/Duration: Issues began approximately one week ago; intermittent power failures noted.
• Environment: Not Specified.
• Self-troubleshooting: Customer unplugged the appliance and plugged it back in; attempted to reset.
• History: Purchased on September 5, 2021; warranty status discussed. [Agent Solutions]

1. Verify Issue: Agent confirmed the display issues and intermittent power failures.

2. Self-Troubleshooting Confirmation: Agent asked if the customer had unplugged the unit; customer confirmed they had done so.

3. Account Creation: Agent created an account for the customer to assist with repair.

4. Warranty Discussion: Agent explained the standard two-year warranty and the possibility of extending it with proof of purchase.

5. Request for Documentation: Agent requested photos of the proof of purchase and the serial number sticker for warranty registration.

6. SMS Link: Agent sent an SMS with a link for the customer to upload the required photos.

7. Repair Scheduling: Agent informed the customer that once the warranty is confirmed, a technician could be scheduled for repair.

[Final Resolution]

• Customer to provide proof of purchase and serial number photos via SMS link. Repair service to be scheduled once documentation is received and warranty confirmed. [Service Notes]
• Customer mentioned difficulty in finding proof of purchase; advised to contact retailer if needed. Warranty registration may extend coverage by three years. [Executive Summary] Customer reported issues with the washer dryer display and intermittent power failures, seeking repair assistance. The agent confirmed the symptoms and created an account for the customer. The agent discussed warranty details and requested documentation for warranty registration. An SMS link was sent for the customer to upload necessary photos. The repair service will be scheduled once the warranty is confirmed. The customer was informed about the process and next steps for documentation submission.

[Request] DONE DOCU AND TASK

CNU251002457479

Surname : HARKET

Mobile Number : 07708338613

Post Code : SO50 4RJ

1st Line of Address : 16 Penshurst Way, EASTLEIGH, SO50 4RJ, GB

Email Address : pharket@gmail.com

Model # : GBG719MDNN.ANNQLGU

Serial # : 403TRSEH4606

DOP : 17/03/2025

Retailer : CURRYS

[Customer Issues] Complaint, and attitude customer, also cursing

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about the status of a case regarding an uplift and refund. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Account Check: Verified customer account and found a case awaiting approval for alternative resolutions.

2. Status Explanation: Informed customer that the case was raised to LG specialists and is under review.

3. Time Frame Clarification: Explained that it may take at least two business days for an update.

[Final Resolution]

• Customer advised to wait for an update within two business days regarding the case status. [Service Notes]
• N/A [Executive Summary] The customer contacted support to inquire about the status of a case related to an uplift and refund. The agent checked the account and confirmed that the case is still awaiting approval from LG specialists, with an expected update in at least two business days. The customer expressed frustration over inconsistent information received from previous representatives. The agent clarified the situation and provided the expected time frame for updates.

[AI Summary]

[Contact Reason]

• Customer inquiring about the status of a case regarding an uplift for a product. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Account Check: Verified customer account and found a case awaiting approval for alternative resolutions.

2. Time Frame Explanation: Informed customer that the maximum time frame for approval is 1 to 3 business days.

3. Complaint Registration: Offered to register a complaint on behalf of the customer regarding the prolonged wait for approval.

4. Resolution Team Coordination: Suggested coordinating with the resolutions team for further assistance and updates.

[Final Resolution]

• Complaint registered. Coordination with resolutions team initiated for further updates. Customer advised of a 1 to 3 business day wait for approval. [Service Notes]
• Customer expressed frustration over inconsistent information from different representatives. Multiple complaints noted on the account. [Executive Summary] The customer contacted support to inquire about the status of a case related to a product uplift. The agent confirmed that the case is awaiting approval and explained the time frame for resolution as 1 to 3 business days. The customer expressed dissatisfaction with the inconsistent information received from previous representatives and requested to lodge a complaint. The agent registered the complaint and coordinated with the resolutions team for further assistance. The customer was informed of the expected wait time for updates.

[Request] DONE DOCU AND TASK

CNU251002457615

Surname : ACOTT

Mobile Number : 07837886449

Post Code : DA7 4LZ

1st Line of Address : 10 Pelham Road, BEXLEYHEATH, DA7 4LZ, GB

Email Address : peteracott2004@yahoo.co.uk

Model # : FWV696SSE.APTQPUK

Serial # : 208PWJRK1124

DOP : 25/09/2022

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] WASHER

Customer is saying that there might be a damage on the mother again. Unit is plugged in directly to the wall outlet. No error codes. Control panel doesn't have any visible damage and no water dripped on it. Customer change the power fuse. Issue persist.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer's LG washing machine stopped working. Requesting to book a repair. [Product Symptom]

• Symptom: Washing machine not turning on after RCD board blew.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Customer replaced the RCD board.
• History: Previous repair for noise during spin in 2024. Purchased in 2022. [Agent Solutions]

1. Verify Account: Agent confirmed customer details and account information.

2. Assess Issue: Agent noted the washing machine is not turning on and suspected damage to the motor board.

3. Check Warranty: Agent informed customer that the unit is out of warranty and inquired about proof of purchase for potential warranty coverage.

4. Request Documentation: Agent instructed customer to provide a photo of the serial sticker and proof of purchase for warranty registration.

[Final Resolution]

• Customer to find proof of purchase and serial sticker photo. Repair booking pending documentation. [Service Notes]
• Previous repair history noted. Customer has proof of purchase available. [Executive Summary] The customer contacted support regarding a non-functional LG washing machine that stopped working after an RCD board issue. The agent verified the customer's account and assessed the situation, suspecting damage to the motor board. The unit is out of warranty, and the agent requested proof of purchase to explore warranty options. The customer confirmed they have the necessary documentation and will provide it for repair booking.

[AI Summary]

[Contact Reason]

• Customer's LG washing machine stopped working. Requesting to book a repair. [Product Symptom]

• Symptom: Washing machine not turning on after RCD board blew.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Customer replaced RCD board, checked power connection.
• History: Previous repair for noise during spin; unit purchased in 2022, out of warranty. [Agent Solutions]

1. Verify Account: Customer provided surname and address for account verification.

2. Check Repair History: Agent noted last repair occurred in 2024.

3. Discuss Warranty: Agent informed customer about warranty status and need for proof of purchase for repair coverage.

4. Request Proof of Purchase: Agent instructed customer to find and send proof of purchase and serial number via a link.

5. Confirm Power Connection: Agent confirmed washing machine is plugged directly into the wall outlet.

6. Check for Other Appliances: Agent verified no other appliances were plugged into the same outlet.

7. Inquire About Error Codes: Agent asked if there were any error codes before the issue; customer confirmed none.

8. Inspect Control Panel: Agent checked for visible damage; customer confirmed no damage.

9. Confirm Parking: Agent noted that parking permit is not needed as customer has a driveway.

10. Amend Email Address: Agent confirmed and corrected customer’s email address for communication.

[Final Resolution]

• Customer to send proof of purchase and serial number via provided link. Repair booking will follow once proof is received and registered. [Service Notes]
• Customer has a driveway for technician parking. Previous repair history noted. [Executive Summary] The customer contacted support regarding a non-functional LG washing machine, which stopped working after an RCD board issue. The agent verified the customer's account and discussed warranty options, noting the unit is out of warranty. The customer was instructed to provide proof of purchase and serial number for repair booking. The agent confirmed the washing machine is properly connected and checked for any visible damage or error codes, which were absent. Next steps involve the customer sending the required documentation for repair scheduling.

[Request] WILL BOOK BUT REGISTER FIRST DONE TASK

CNU251002457704

Surname : PEDROZ

Mobile Number : 07764661696

Post Code : NR27 9NL

1st Line of Address : 5 Hall Farm Barns Cromer Road Beeston Regis Cromer NR27 9NL

Email Address : mapedroz@icloud.com

Model # : GSXV90BSAE.ABSQGSF

Serial # : 403TREWTV044

DOP : 17/09/2025

Retailer : LG SHOP

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer wants to register the warranty for the fridge freezer. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verification of Customer Information: Verified surname and address details provided by the customer.

2. Serial Number Inquiry: Requested the serial number of the fridge freezer for warranty registration.

3. Model Number Confirmation: Confirmed the model number provided by the customer.

4. Purchase Information: Inquired about the purchase date and source of the fridge freezer.

5. Email Address Verification: Collected and verified the customer's email address for account updates.

6. Account Update: Made amendments to the account details, including correcting the postal code.

7. Warranty Registration: Initiated the registration process for the extended warranty.

[Final Resolution]

• Warranty registration initiated. Account details updated. Awaiting confirmation of postal code addition. [Service Notes]
• N/A [Executive Summary] The customer contacted support to register the warranty for their fridge freezer. The agent verified the customer's information, including surname, address, serial number, model number, purchase details, and email address. The agent updated the account with the correct postal code and initiated the warranty registration process. The registration is in progress, with confirmation of the postal code pending.

[AI Summary]

[Contact Reason]

• Customer wants to register the warranty for the fridge freezer. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verification of Customer Information: Verified surname, first line of address, and postcode.

2. Request for Serial Number: Asked customer for the serial number of the fridge.

3. Confirmation of Purchase Details: Confirmed purchase date and source from the builder.

4. Model Number Verification: Verified model number of the fridge.

5. Email Address Confirmation: Collected customer's email address for account updates.

6. Account Update: Amended account details, including correcting the postcode.

7. Warranty Registration Process: Explained the process for registering the warranty and sending confirmation via text and email.

[Final Resolution]

• Warranty registration will be completed once the postcode is added to the system. Customer will receive a text message confirmation and an email certification within 10 to 14 weeks. [Service Notes]
• New address verification noted. Customer has had previous issues with address registration. [Executive Summary] The customer contacted to register the warranty for their fridge freezer. The agent verified the customer's information, including the model number and purchase details. The agent updated the account with the correct postcode and explained the warranty registration process. The customer will receive a text message confirmation and an email certification once the registration is complete. The conversation concluded with confirmation of the address details.

[Request] WILL REGISTER DONE TASK

CNU251002457803 RNU251002056489

Surname : DONAGHY

Mobile Number : 07921068934

Post Code : BT70 1LB

1st Line of Address : Eglish Road, DUNGANNON, BT70 1LB, GB

Email Address : donaghysbar26@gmail.com

Model # : FDV1109B.ABLQKUK

Serial # : 211KWXD3Q178

DOP : 22/11/2023

Retailer : NITD LTD

[Customer Issues]

No parking permit needed.

No error codes. Control panel doesn't have any visible damage and no waster dripped on it. Unplugged and plug in. Issue persists.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about repair status and proof of purchase submission for a washing machine. [Product Symptom]

• Symptom: Buttons on the washing machine are unresponsive; display is frozen.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased from Northern Ireland TV Distributors. [Agent Solutions]

1. Documenting Case: Agent noted that the previous case was closed and proof of purchase could not be sent to that case.

2. Request for Proof of Purchase: Agent informed the customer to provide proof of purchase or receipt for the repair process.

[Final Resolution]

• Customer advised to submit proof of purchase for repair processing. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding the repair of a washing machine with unresponsive buttons and a frozen display. The agent documented the case and informed the customer that the previous case was closed, requiring a new submission for proof of purchase. The customer was advised to provide the necessary documentation to proceed with the repair. No additional troubleshooting steps were taken during the call.

[AI Summary]

[Contact Reason]

• Customer inquiring about repair for unresponsive washing machine buttons. [Product Symptom]

• Symptom: Buttons on the washing machine are frozen and unresponsive.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Unplugged the appliance and plugged it back in.
• History: Purchased from MITD LTD, Northern Ireland. [Agent Solutions]

1. Documenting Case: Agent confirmed the case was closed and requested proof of purchase.

2. Request for Proof: Agent asked customer to provide proof of purchase and serial sticker photo.

3. Video Request: Agent requested a short video showing the frozen control panel.

4. Documentation Verification: Agent verified customer’s email and mobile number.

5. Engineer Visit Coordination: Agent informed customer that engineers would contact them within two business days after receiving requested files.

[Final Resolution]

• Customer to provide proof of purchase, serial sticker photo, and a short video of the unresponsive panel. Engineer contact expected within two business days after submission. [Service Notes]
• Customer has a driveway for parking; no parking permit needed for engineer visit. [Executive Summary] The customer contacted support regarding a washing machine with unresponsive buttons. The agent documented the issue and requested proof of purchase, a photo of the serial sticker, and a short video demonstrating the problem. The customer was informed that engineers would reach out within two business days after the requested files are submitted. The agent confirmed parking arrangements for the technician's visit.

[Request] DONE BOOKING,SMS AND TASK