03/10 CALLS · Offline Notepad

Surname :

Mobile Number : 07921363845

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER LINTS Drain hose doesn't have any visible damage and not blocked.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer requests service for washer dryer machine not functioning properly. [Product Symptom]

Symptom: Blockage in drainage system; lint not passing through to the pole; drainage channel around the door not functioning.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Customer cleans rubber seal after every wash; unable to access or photograph the blockage.
History: Not Specified. [Agent Solutions]

Verify Issue: Agent asked customer to describe the problem with the washer dryer.
Lint Filter Inquiry: Agent inquired if the customer had cleaned the lint filter at the back of the unit.
Clarification Request: Agent requested a photo of the lint filter; customer expressed confusion.
Drainage Confirmation: Agent asked if the washing machine was draining properly; customer confirmed it drains softly.
Maintenance Advice: Agent advised customer to clean the rubber seal and keep the door slightly open for drying.
Service Options: Agent offered to provide an authorized service center for further verification of the issue.

[Final Resolution]

Customer needs a technician to inspect and remove the blockage. Agent suggested contacting a local service center for initial verification. [Service Notes]
Customer believes the blockage is inside the machine, specifically in the drainage pipe of the rubber seal around the door. [Executive Summary] The customer contacted support regarding a malfunctioning washer dryer machine, specifically a blockage preventing proper drainage of lint. The agent guided the customer through troubleshooting steps, including cleaning the lint filter and rubber seal. The customer confirmed the machine drains softly but believes the blockage is internal and inaccessible. The agent recommended contacting a local service center for verification before scheduling a repair.

[AI Summary]

[Contact Reason]

Customer requests service for washer dryer machine not functioning properly. [Product Symptom]

Symptom: Blockage in the drainage system; lint not passing through to the machine. Drainage channel around the door not functioning.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Customer has cleaned the rubber seal and lint filter but believes the drainage pipe is blocked inside the machine.
History: Not Specified. [Agent Solutions]

Verify Issue: Agent asked customer to describe the problem with the washer dryer.
Lint Filter Inquiry: Agent inquired if the customer had cleaned the lint filter at the back of the unit.
Photo Request: Agent requested a photo of the lint filter to assess the blockage.
Clarification: Agent clarified the need for a photo of the lint filter.
Drainage Confirmation: Agent asked if the washing machine was draining properly.
Maintenance Advice: Agent advised customer to clean the rubber seal and ensure proper drainage.
Service Center Recommendation: Agent suggested contacting a local authorized service center for further inspection.
Provided Contact Information: Agent provided contact details for a service center but noted it was far from the customer's location.
Alternative Inquiry: Customer requested alternative service options closer to their location.
Local Firm Suggestion: Agent suggested trying local firms for service.

[Final Resolution]

Customer advised to contact a local service center for inspection. Agent provided contact information for a distant service center. Customer will seek local repair options. [Service Notes]
Customer believes blockage is internal and not visible. Customer has attempted self-cleaning but requires professional assistance. [Executive Summary] The customer contacted support regarding a malfunctioning washer dryer, specifically a blockage preventing proper drainage. The agent guided the customer through troubleshooting steps, including cleaning the lint filter and rubber seal. The agent recommended contacting a local service center for further inspection and provided contact details for a distant service center. The customer will explore local repair options for resolution.

[Request] NO NEED TO DOCU

CNU251003459557

Surname : ADIL

Mobile Number : 07304054008

Post Code : DE23 3XU

1st Line of Address : 36 Cranhill Close, DERBY, DE23 3XU, GB

Email Address : mohammed.adil36@outlook.com

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] [AI Summary]

[Contact Reason]

Customer inquiring about a repair and requesting to speak with a manager regarding a follow-up. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Account Verification: Checked customer account for repair status and previous service history.
Service Call Review: Confirmed last service visit on October 1st; noted no new repair cases were tagged.
Manager Coordination Attempt: Attempted to coordinate with management for customer follow-up but could not guarantee a direct transfer.

[Final Resolution]

Agent will attempt to coordinate with management for a callback. No troubleshooting steps taken due to the nature of the inquiry. [Service Notes]
Customer expressed urgency for a callback from management regarding the repair issue. Previous manager contact noted but no follow-up received. [Executive Summary] The customer contacted support regarding a repair inquiry and expressed frustration over not receiving a callback from management as promised. The agent verified the customer's account and confirmed the last service visit but noted no new cases were opened. The agent attempted to coordinate with management for a follow-up but could not guarantee a direct transfer. The next step involves the agent trying to facilitate a callback from management to the customer.

[AI Summary]

[Contact Reason]

Inquiry about a repair status and request for a manual. [Product Symptom]
Symptom: Customer mentioned needing a manual for a button related to a repair. - Timeline/Duration: Last service visit on October

- Environment: Not Specified.

Self-troubleshooting: Not Specified. - History: Previous repair visit noted. [Agent Solutions]

Account Verification: Checked customer account for repair status.
Service History Review: Confirmed last service visit was on October
Repair Status Confirmation: Noted no current cases tagged for further action.
Manual Request: Discussed the need for a manual related to the button.

[Final Resolution]

No further action taken; no new repair cases opened. Manual request noted. [Service Notes]
N/A [Executive Summary] The customer contacted regarding the status of a repair and requested a manual for a button. The agent verified the account and confirmed the last service visit was on October 1, with no new cases currently open. The agent noted the manual request but did not proceed with further troubleshooting or actions. The conversation concluded without additional steps required.

[AI Summary]

[Contact Reason]

Customer requesting to speak with a manager regarding a previous issue and follow-up on a case. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Coordination with Manager: Agent informed customer that the manager is currently handling the case and taking calls.
Expected Call Back: Agent advised customer to expect a call back from the manager by 5:00 PM.
Case Status Check: Agent checked the status of the customer's case and confirmed that the manager is aware of the request for a callback.
Communication Limitations: Agent explained that the manager is currently unavailable to take calls due to being on other calls.

[Final Resolution]

Customer to expect a call back from the manager by 5:00 PM. Agent coordinated the case with the manager. [Service Notes]
N/A [Executive Summary] The customer contacted support to escalate an issue and requested to speak with a manager. The agent informed the customer that the manager is currently handling their case and taking calls. The agent coordinated the case and advised the customer to expect a callback by 5:00 PM. No technical troubleshooting was performed as the inquiry was non-technical in nature.

[AI Summary]

[Contact Reason]

Customer requesting to speak with a manager regarding a previous issue and follow-up. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Initial Coordination: Agent informed customer that the manager is currently handling their case and taking calls.
Call Back Notification: Agent advised customer to expect a call back from the manager by 5:00 PM.
Customer's Urgency: Customer expressed frustration about not receiving a call back and insisted on speaking to a manager immediately.
Ongoing Coordination: Agent attempted to coordinate with the manager while the customer remained on hold.
Update on Manager's Availability: Agent communicated that the manager was still on another call and would reach out after.

[Final Resolution]

Agent coordinated with the senior manager. Customer requested to remain on the line until a manager was available. [Service Notes]
N/A [Executive Summary] The customer contacted support to speak with a manager regarding a previous issue and expressed frustration over a lack of follow-up. The agent informed the customer that the manager was currently on another call and would return the call by 5:00 PM. The customer insisted on speaking to a manager immediately, leading the agent to coordinate with the senior manager while keeping the customer on hold. The situation remains unresolved as the customer prefers to stay on the line until a manager is available.

[AI Summary]

[Contact Reason]

Customer inquiring about a missed call from management regarding a previous issue. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Coordination with Management: Agent checked the status of the customer's previous inquiry and confirmed that a senior manager would call the customer after the current call.

[Final Resolution]

Senior manager to call customer after the current call. Apologies for the inconvenience expressed. [Service Notes]
N/A [Executive Summary] The customer contacted LG customer service regarding a missed call from management about a previous issue. The agent coordinated with the senior manager and confirmed that the manager would call the customer after the current conversation. The agent apologized for the inconvenience caused. No technical troubleshooting was performed as the inquiry was non-technical in nature.

[Request] DONE CLOSED CASE AND TASK

CNU251003459764 RNU251003061149

Surname : ABDULLAH

Mobile Number : 07714374101

Post Code : TS5 8AA

1st Line of Address : 276 Acklam Road, MIDDLESBROUGH, TS5 8AA, GB

Email Address : shyda_01@outlook.com

Model # : GBV5240CEP.AEPQLGT

Serial # : 406TRCNH8371

DOP : 01/12/2024

Retailer : CURRYS

[Customer Issues] FRIDGE LEAKING

Unit is plumed in. Customer is not certain which part of the machine water came out. Tried to request photo or video, she refuse since she is not techy. Advice to defrost the unit, she mentioned that she cant defrost the unit. Issue still persists after the last visit. .

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer experiencing ongoing issue with fridge leaking after previous repair. [Product Symptom]

Symptom: Fridge leaking water. Issue persists after a repair visit.
Timeline/Duration: Issue started before the last repair on August 27.
Environment: Not Specified.
Self-troubleshooting: Customer has not attempted to defrost the unit as suggested by the previous representative.
History: Previous repair visit on August 27; freezer drain was blocked and cleaned. [Agent Solutions]

Verify Issue: Confirmed that the fridge is still leaking after the last repair.
Check Water Source: Asked if the fridge is plumbed in or using a water tank; confirmed it is plumbed in.
Review Previous Repair: Noted that the last visit involved cleaning a blocked freezer drain.
Suggest Defrosting: Advised customer to defrost the unit as a troubleshooting step; customer has not tried this.
Schedule Engineer Visit: Booked another engineer visit due to persistent issue; informed customer of SMS confirmation and that the engineer will contact them within two business days.

[Final Resolution]

Engineer visit scheduled for further inspection. Customer will receive a reference number via SMS. Engineer to contact within two business days for service date. [Service Notes]
N/A [Executive Summary] The customer reported a leaking fridge that continues to have issues after a previous repair on August 27. The agent confirmed the problem and noted that the fridge is plumbed in. The customer has not attempted to defrost the unit as previously suggested. An engineer visit has been scheduled to address the ongoing issue, with confirmation details to be sent via SMS. The engineer will reach out within two business days to provide the exact service date.

[AI Summary]

[Contact Reason]

Customer experiencing ongoing issue with fridge leaking after previous repair. [Product Symptom]

Symptom: Fridge leaking water.
Timeline/Duration: Issue persists after repair on August 27.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Previous repair attempted, issue not resolved. [Agent Solutions]

Verify Issue: Confirmed the fridge is still leaking after the last repair.
Check Water Source: Asked if the fridge is plumbed in or using a water tank; confirmed it is plumbed in.
Review Previous Repair: Noted last visit involved cleaning a blocked freezer drain.
Suggest Defrosting: Recommended customer to defrost the unit; customer has not tried this.
Confirm Parking: Verified that no parking permit is needed for the technician's visit.
Collect Contact Information: Gathered customer’s email and mobile number for communication.
Schedule Engineer Visit: Booked another engineer visit due to unresolved issue; reference number to be sent via SMS.

[Final Resolution]

Engineer visit scheduled; customer to receive confirmation via SMS. Follow-up expected within two business days. [Service Notes]
N/A [Executive Summary] The customer reported a leaking fridge that persists after a previous repair on August 27. The agent confirmed the issue and noted that the fridge is plumbed in. The customer was advised to defrost the unit but has not attempted this. An engineer visit has been scheduled to address the ongoing issue, with a reference number to be sent via SMS. The agent effectively gathered necessary information and confirmed the next steps for service.

[Request] DONE BOOKING RECALL SMS AND TASK

Surname : GARNER

Mobile Number : 07863116519

Post Code : B62 8SZ

1st Line of Address : 227 Hamilton Avenue, HALESOWEN, WORCESTERSHIRE, B62 8SZ, GB

Email Address : red_lr@yahoo.co.uk

Model # : FH4G1BCS2.ABWQKUK

Serial # : 906KWVQ58647

DOP : 13/12/2020

Retailer : SONIC DIRECT

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

Follow-up on noise issue with washing machine. Customer uploaded videos for review. [Product Symptom]

Symptom: Noise issue with washing machine.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Previous contact regarding the issue; videos uploaded for technical review. [Agent Solutions]

Account Verification: Agent requested surname and postal code for account access.
Case Status Check: Agent confirmed the case was tagged for technical review and awaiting expert advice.

[Final Resolution]

Awaiting feedback from technical experts regarding the noise issue. [Service Notes]
N/A. [Executive Summary] The customer contacted support to follow up on a noise issue with their washing machine, previously discussed with another representative. The agent verified the customer's account and confirmed that the case is under review by technical experts, awaiting their feedback. The customer is currently waiting for a response regarding the uploaded videos demonstrating the issue.

[AI Summary]

[Contact Reason]

Customer inquired about a noise issue with washing machine. Follow-up on previously uploaded videos for diagnosis. [Product Symptom]

Symptom: Noise issue with washing machine.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Previous contact regarding the issue; videos uploaded for technical review. [Agent Solutions]

Account Verification: Agent verified customer account using surname and address.
Case Status Update: Agent informed customer that the case is with technical experts for review of uploaded videos.
Estimated Response Time: Agent provided an estimated timeframe of 1-2 business days for feedback from technical team.

[Final Resolution]

Customer to wait for response from technical team within 1-2 business days. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding a noise issue with their washing machine and followed up on previously uploaded videos for diagnosis. The agent verified the customer's account and informed them that the case is currently with technical experts for review. The estimated response time for feedback is 1-2 business days. The customer agreed to wait for the response.

[Request] DOCU

CNU251003460283

Surname : HOLLAND

Mobile Number : 07725567372

Post Code : CT6 8LY

1st Line of Address : 66 Clarendon Street, HERNE BAY, CT6 8LY, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] crack at the bottom of the unit and it wasn't repairable Customer is frustrated about that she keep calling us for an update because she reported the issue on 18 set however its oalready october now CNU250915294801

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquiring about the status of a washing machine repair and related damage to flooring. [Product Symptom]

Symptom: Washing machine leaking underneath; cracks in the bottom of the machine; damage to wooden flooring.
Timeline/Duration: Reported issue on 18 September; engineer visit on 23 September; confusion regarding follow-up appointments.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Previous engineer visit on 23 September; customer received conflicting messages about appointments. [Agent Solutions]

Verify Account: Customer provided reference number and surname for account verification.
Check Repair Status: Agent reviewed the repair history and confirmed the last engineer visit was on 23 September.
Clarify Appointment Confusion: Agent acknowledged customer’s frustration regarding multiple appointment notifications and confirmed the repair case was closed.
Request Engineer's Report: Agent offered to request the full engineer's report for further review and potential alternative resolutions.

[Final Resolution]

Agent to request engineer's report for review; follow-up needed for resolution regarding washing machine and flooring damage. [Service Notes]
Customer expressed confusion over multiple appointment notifications; needs clarification on the status of the flooring damage assessment. [Executive Summary] The customer contacted regarding the status of a washing machine repair and damage to flooring caused by a leak. The agent verified the account and reviewed the repair history, confirming an engineer visit on 23 September. The customer expressed frustration over conflicting appointment notifications and the lack of follow-up regarding the flooring damage. The agent offered to request the engineer's report for further review and potential resolutions. Next steps involve awaiting the report for further action.

[AI Summary]

[Contact Reason]

Customer inquiring about the status of a washing machine repair and related property damage. [Product Symptom]
Symptom: Washing machine leaking underneath, cracks in the bottom, not repairable. - Timeline/Duration: Reported issue on 18 September; engineer visit on 23 September; confusion regarding follow-up appointments. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Previous engineer visit on 23 September; customer reported damage to wooden flooring. [Agent Solutions]

Verify Account: Checked customer account using reference number and surname.
Review Engineer Visit: Confirmed last engineer visit on 23 September; noted customer confusion regarding appointment dates.
Clarify Repair Status: Explained that the repair case was closed but acknowledged the need for further updates on the washing machine and property damage.
Coordinate with Repair Department: Offered to request the full engineer's report for further review and potential resolutions.
Confirm Warranty Status: Informed customer that warranty extends until 2026, not expiring soon.
Update on Next Steps: Noted that the case is under review and that the customer would receive updates regarding the repair or replacement.

[Final Resolution]

Agent to coordinate with repair department for updates on washing machine and property damage. Customer advised to expect further communication. [Service Notes]
Customer expressed frustration over the prolonged repair process and lack of updates. Important to note the urgency for resolution due to warranty expiration. [Executive Summary] The customer contacted regarding the status of a washing machine repair and damage to flooring caused by a leak. The agent verified the account and clarified the timeline of previous engineer visits. The repair case was noted as closed, but the customer was informed that further updates would be coordinated with the repair department. The customer expressed urgency for resolution due to the impending warranty expiration. The agent documented the case for follow-up and ensured the customer would receive updates.

[Request] DOMPLAIN

Surname :

Mobile Number : 07977148706

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] F4X7011TWB AND TBB RHX7010

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquiring about product availability and stock updates for specific models. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Check Stock Availability: Agent verified stock status for the requested models but could not provide specific restock dates.
Identify Models: Agent confirmed model numbers for the white and black versions of the product.
Verify Dryer Model: Agent attempted to verify the dryer model but encountered difficulties.
Coordinate with Shop Department: Agent coordinated with the shop department for further assistance regarding product availability.
Transfer to Shop Department: Agent offered to transfer the customer to the shop department for more detailed help.

[Final Resolution]

Transfer to shop department for further assistance with product inquiries. [Service Notes]
N/A [Executive Summary]
Customer contacted support regarding the availability of specific product models. The agent checked stock status but could not provide exact restock dates. The agent confirmed model numbers for both the white and black versions and attempted to verify the dryer model. After coordinating with the shop department, the agent decided to transfer the customer for more detailed assistance.

[Request] DONE TRANSFERRED TO LG SHOP

CNU251003460883

Surname : GORE

Mobile Number : 07974436292

Post Code : B79 8NF

1st Line of Address : 15 Roman Way, TAMWORTH, STAFFORDSHIRE, B79 8NF, GB

Email Address : lily01827@live.co.uk

Model # : DB365TXS.AASQEUK

Serial # :407KWJU2V380

DOP : 09/07/2025

Retailer : LG ELECTRONICS

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

Inquiry about engineer's visit for dishwasher repair. Customer has not received confirmation. [Product Symptom]
Symptom: Water leaking from the dishwasher. - Timeline/Duration: Repairs still pending. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Not Specified. [Agent Solutions]

Verification of Information: Agent requested customer’s surname and address details for confirmation.
Check Repair Status: Agent confirmed that the repair is still pending and noted the water leakage issue.
Review SMS Details: Agent asked for details of the SMS received regarding the engineer's visit.

[Final Resolution]

Agent confirmed the repair is pending and noted the water leakage issue. No immediate resolution provided. [Service Notes]
N/A [Executive Summary] The customer contacted support to inquire about the scheduled visit of an engineer for a dishwasher repair, expressing concern over not receiving confirmation. The agent verified the customer's details and confirmed that the repair is still pending due to a water leakage issue. The agent reviewed the SMS received by the customer regarding the engineer's visit but did not provide an immediate resolution. Further follow-up may be required to confirm the engineer's arrival.

[AI Summary]

[Contact Reason]

Inquiry about the scheduled visit of an engineer for a dishwasher repair. Customer has not received confirmation of the visit. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Verify Appointment: Agent confirmed the repair was booked but the engineer would contact the customer directly within two business days.
Clarify Communication: Agent explained the SMS received was a confirmation of the booking, not a guarantee of the engineer's visit today.
Check Repair Department: Agent coordinated with the repair department to verify the appointment and informed the customer that the engineer would not be coming today.
Offer Next Steps: Agent offered to request the soonest appointment for the repair and advised the customer to keep their lines open for the engineer's call.

[Final Resolution]

Engineer not coming today. Customer advised to wait for a call from the engineer for the specific date of the visit. Request for the soonest appointment to be sent. [Service Notes]
Customer expressed dissatisfaction with the communication regarding the appointment. Customer has time constraints and cannot be available after 1 PM. [Executive Summary] The customer contacted support regarding the scheduled visit of an engineer for a dishwasher repair, expressing concern over a lack of confirmation. The agent clarified that while the repair was booked, the engineer would not be visiting today and would contact the customer within two business days. The agent coordinated with the repair department and offered to request a sooner appointment. The customer was advised to keep their lines open for the engineer's call and expressed dissatisfaction with the service communication.

[Request] DONE DOCU AND TASK

CNU251003461032

Surname : STAIKEY

Mobile Number : 07973878839

Post Code : WN8 0BP

1st Line of Address : 8 Heathland, SKELMERSDALE, WN8 0BP, GB

Email Address :

Model # : GSJC40EPPE.AEPQLGU

Serial # :506TRSE50646

DOP : 24/09/2025

Retailer : APPLIANCE DIRECT

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquiring about a product needing repair. [Product Symptom]

Symptom: Door not closing properly.
Timeline/Duration: Issue started two days after opening the product, which has been in the box for over a week.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Purchased on September 24, from Appliance Direct. [Agent Solutions]

Verify Serial Number: Customer provided serial number 506BRT50646.
Confirm Purchase Details: Agent confirmed purchase date as September 24.
Discuss Issue Timeline: Agent inquired about when the issue started; customer reported it began two days after opening.

[Final Resolution]

N/A - No Troubleshooting Steps Taken. [Service Notes]
N/A. [Executive Summary] The customer contacted support regarding a product with a door that does not close properly. The agent verified the serial number and confirmed the purchase date. The customer reported the issue began two days after opening the product, which had been in the box for over a week. No troubleshooting steps were taken during the call.

[AI Summary]

[Contact Reason]

Customer inquired about a product needing repair and provided the serial number. [Product Symptom]

Symptom: Door not closing properly.
Timeline/Duration: Issue noticed two days after opening the product, which was in the box for over a week.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Product purchased on September 24, within the return period. [Agent Solutions]

Verify Serial Number: Agent confirmed the serial number provided by the customer.
Confirm Purchase Details: Agent noted the product was purchased from Appliance Direct and confirmed the purchase date.
Discuss Return Policy: Agent explained the return policy, indicating the customer could return the product within 28 days if unsatisfied.
Repair Options: Agent informed the customer that LG does not replace doors and suggested contacting the retailer for a replacement.
Advise Next Steps: Agent instructed the customer to contact Appliance Direct for a potential replacement.

[Final Resolution]

Customer advised to contact Appliance Direct for a replacement due to the issue with the door seal. No troubleshooting steps taken as the customer preferred to pursue a return. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding a door seal issue with a recently purchased product. The agent verified the serial number and purchase details, explaining the return policy and advising the customer to contact the retailer for a replacement. The customer was informed that LG does not handle door replacements. The call concluded with the customer agreeing to reach out to Appliance Direct for further assistance.

[Request] DONE DOCU AND TASK

CNU251003461069

Surname : MCGONNIGLE

Mobile Number : 07704828846

Post Code : KT5 8HH

1st Line of Address : 22 The Roystons, SURBITON, KT5 8HH, GB

Email Address : jennifer_mcgonnigle@yahoo.co.uk

Model # : GSLC40PYPE.APYQLGU

Serial # : 409TRXJCT626

DOP : 01/03/2025

Retailer : CURRYS

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

Customer seeking assistance regarding a previous conversation with another agent about mechanical cooling. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Account Verification: Requested customer to provide surname for account verification.
Transfer Request: Attempted to transfer customer to the resolution team for further assistance.

[Final Resolution]

Transfer to resolution team in progress. Awaiting response from the team. [Service Notes]
N/A [Executive Summary] The customer contacted LG customer service seeking assistance related to a previous conversation about mechanical cooling. The agent initiated account verification by requesting the customer's surname and attempted to transfer the customer to the resolution team for further assistance. The transfer is currently in progress, and the agent is awaiting a response from the resolution team. No troubleshooting steps were taken during this interaction.

[AI Summary]

[Contact Reason]

Customer requesting to speak with a specific agent regarding mechanical cooling issue. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Verification Request: Agent requested customer to provide surname for account verification.
Customer Identification: Customer provided surname and confirmed details for verification.
Coordination with Resolution Team: Agent informed customer they would check for available resolutions team to assist.
Callback Arrangement: Customer requested a callback instead of waiting on the line; agent agreed to coordinate this.
Mobile Number Confirmation: Agent confirmed customer's mobile number for the callback.

[Final Resolution]

Agent to coordinate with resolutions team and arrange a callback to the customer. [Service Notes]
N/A [Executive Summary] The customer contacted support to speak with a specific agent regarding a mechanical cooling issue. The agent verified the customer's identity and coordinated with the resolutions team for further assistance. The customer requested a callback instead of waiting on the line, which the agent agreed to arrange. The customer's mobile number was confirmed for the callback.

[AI Summary]

[Contact Reason]

Customer seeking assistance regarding a previous conversation with another agent about mechanical cooling. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Account Verification: Requested customer to provide surname for account verification.
Transfer Request: Attempted to transfer customer to the resolution team for further assistance.

[Final Resolution]

Transfer to resolution team in progress. Awaiting response from the team. [Service Notes]
N/A [Executive Summary] The customer contacted LG customer service seeking assistance related to a previous conversation about mechanical cooling. The agent initiated account verification by requesting the customer's surname and attempted to transfer the customer to the resolution team for further assistance. The transfer is currently in progress, and the agent is awaiting a response from the resolution team. No troubleshooting steps were taken during this interaction.

[AI Summary]

[Contact Reason]

Customer inquiring about a callback regarding a resolution from the resolution team related to a replacement fridge. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Confirm Callback Time: Agent confirmed the callback time for 4:30 PM.
Acknowledge Customer's Situation: Agent noted that the customer is currently at a grocery store and cannot take a call at the moment.
Coordination with Resolution Team: Agent assured the customer that they would coordinate with the resolution team regarding the paperwork for the replacement fridge.

[Final Resolution]

Callback scheduled for 4:30 PM. Agent will coordinate with the resolution team for the necessary paperwork. [Service Notes]
Customer is currently at a grocery store and unavailable for a call until the scheduled time. [Executive Summary] The customer contacted LG customer service to inquire about a callback from the resolution team regarding a replacement fridge. The agent confirmed the callback time for 4:30 PM and acknowledged the customer's current unavailability due to being at a grocery store. The agent assured the customer that coordination with the resolution team would occur regarding the necessary paperwork. The next step is the scheduled callback.

[Request] DONE RESO AND TASK

CNU251003461154

Surname : PATEL

Mobile Number : 07969835393

Post Code : ME9 8LZ

1st Line of Address : 7 Keycol Hill, SITTINGBOURNE, ME9 8LZ, GB

Email Address :

Model # :

Serial # :

DOP : 23/08/2025 PURCHASED 12/09/2025 DELIVERED

Retailer : CURRYS

[Customer Issues] FRIDGE

Customer ring us to get an update about the last representative, he was advised that the agent will raise the case for the replacement to a manager or personnel that will handle his case and talk with Currys directly to have his unit replaced however there's no case that has been raised at all. Customer is frustrated by the last representative information and says that he was lied on.

Agent advised that since the unit still within the return period of 28 days from currys he can contact them directly

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquiring about the status of a damaged fridge exchange. No updates received since the last contact on Tuesday. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Verification of Address: Customer provided postcode and address for verification.
Status Check: Agent checked the status of the fridge exchange with Curry's.
Damage Documentation Request: Agent noted that Curry's requested photos of the damage for processing the exchange.
Confirmation of Previous Contact: Agent asked about the last representative's advice regarding the issue.

[Final Resolution]

Awaiting further updates from Curry's regarding the fridge exchange. Customer advised to provide requested documentation. [Service Notes]
N/A [Executive Summary] The customer contacted support regarding the lack of updates on a damaged fridge exchange, initially reported on Tuesday. The agent verified the customer's address and checked the status of the exchange with Curry's. It was noted that Curry's requested photos of the damage for processing. The customer is awaiting further updates and has been advised to provide the necessary documentation.

[AI Summary]

[Contact Reason]

Customer inquiring about the status of a damaged fridge exchange. No updates received since last contact. [Product Symptom]
Symptom: Damaged fridge door causing squeaking noise. - Timeline/Duration: Fridge delivered on 12 September; less than 28 days since delivery. - Environment: Not Specified. - Self-troubleshooting: Customer submitted video and photos of damage. - History: Purchased on 23 August; delivery on 12 September. [Agent Solutions]

Verification: Confirmed customer details and checked previous interactions.
Coordination: Attempted to coordinate with management regarding the exchange process.
Clarification: Explained that the fridge is still within the return period due to delivery date.
Uplift Code Inquiry: Advised customer to obtain uplift code from retailer for exchange.
Case Reference: Provided case reference number for future follow-up.

[Final Resolution]

Customer advised to contact retailer for uplift code. Case reference number provided for tracking. No immediate resolution achieved. [Service Notes]
Customer has been referred back and forth between LG and retailer. Fridge is less than one month old and damaged. [Executive Summary] The customer contacted regarding the status of a damaged fridge exchange, expressing frustration over lack of updates. The agent verified customer details and coordinated with management but confirmed that the fridge is still within the return period. The customer was advised to obtain an uplift code from the retailer for the exchange. A case reference number was provided for future follow-up. No immediate resolution was reached during the call.

[Request] DONE TASK AND DOCU

Surname :

Mobile Number : 07704404397

Post Code : CB7 4EY

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDGE HOLE IN THE HOSE AT THE BACK AND CAUSE BLOCKAGE

[Consultation contents] [AI Summary]

[Contact Reason]

Customer experiencing issues with LG refrigerator/freezer. Repair personnel deemed it unfixable. Customer believes unit is under warranty and seeks assistance. [Product Symptom]

Symptom: Freezer not working; fridge cooling insufficiently. Belief of blockage due to a hole in the hose behind the freezer, causing compressor overheating.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Recently had a non-LG technician assess the unit. [Agent Solutions]

Verify Ownership: Agent explained the need for the landlord's authorization to access account information.
Provide Service Center Information: Agent offered to provide details of authorized service centers in the area.
Location Confirmation: Agent requested postal code and city information to identify nearby service centers.
Contact Number Verification: Agent confirmed customer’s mobile number for follow-up.

[Final Resolution]

Customer advised to have landlord contact LG for authorization. Agent provided service center information for future reference. [Service Notes]
Landlord currently out of the country. Urgent need for repair due to malfunctioning refrigerator/freezer. [Executive Summary] The customer reported issues with an LG refrigerator/freezer, stating it is not functioning properly and was deemed unfixable by a non-LG technician. The agent explained the necessity of landlord authorization for further assistance and provided information on authorized service centers. The customer was advised to have the landlord contact LG directly for resolution. The situation is urgent due to the malfunctioning unit.

[AI Summary]

[Contact Reason]

Customer experiencing issues with LG refrigerator/freezer. Repair personnel indicated unit is not fixable. Customer believes unit is under warranty and seeks assistance. [Product Symptom]

Symptom: Freezer stopped working; fridge cooling is inadequate. Local engineer suggested blockage due to a hole in the hose, causing compressor overheating.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Unit is less than five years old; warranty status not confirmed. [Agent Solutions]

Verify Ownership: Informed customer that owner must authorize access to account for repairs.
Provide Service Center Information: Offered to provide authorized service center details for inspection.
Confirm Location: Collected postal code and city information to identify nearby service centers.
Discuss Next Steps: Advised customer to contact landlord for authorization or local engineer for further assistance.

[Final Resolution]

Customer advised to contact landlord for authorization to proceed with repairs. Suggested landlord call LG for warranty verification and service coordination. [Service Notes]
Customer is a tenant; landlord is currently out of the country. Urgent need for repair due to malfunctioning refrigerator/freezer. [Executive Summary] The customer contacted LG regarding issues with an LG refrigerator/freezer, which a local engineer deemed unfixable. The agent explained that the landlord must authorize any service due to warranty considerations. The customer was advised to reach out to the landlord for authorization or to contact the local engineer for further assistance. The unit is believed to be under warranty as it is less than five years old. The conversation concluded with the customer planning to contact the landlord for next steps.

[Request] DONE TASK

CNU250921348037

Surname : MCAVOY

Mobile Number : 07588478486

Post Code : N14 5ER

1st Line of Address : 72 Crown Lane, LONDON, N14 5ER, GB

Email Address : davemca@gmail.com

Model # : DB425TXS.AASQEUK

Serial # : 209KWBY2L869

DOP : 15/10/2023

Retailer : JOHN LEWIS

[Customer Issues] CNU250921348037

[Consultation contents] [AI Summary]

[Contact Reason]

Inquiry about repair status for a dishwasher with a door not secured issue. [Product Symptom]

Symptom: Door not secured on the dishwasher.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Dishwasher purchased on October 15, 2023, from John Lewis; still under warranty. [Agent Solutions]

Verification of Order Number: Confirmed order number provided by customer.
Verification of Customer Details: Collected and verified customer’s surname, email address, and address.
Review of Repair Status: Checked the status of the repair request for the dishwasher.
Receipt Verification: Confirmed receipt and warranty documentation uploaded by the customer.
Warranty Confirmation: Noted that the dishwasher is still under warranty.
Booking Repair: Initiated booking for repair with priority status due to the nature of the issue.
Communication of Next Steps: Informed customer that the repair department will contact them via SMS with a reference number and service date within two business days.
Notation of Customer Availability: Documented that someone will be available at the customer's residence for the repair.

[Final Resolution]

Repair service booked for the dishwasher. Customer will receive an SMS with the reference number and service date within two business days. [Service Notes]
Customer will be available at home for the repair. Access for vehicles is available, no parking issues anticipated. [Executive Summary] The customer contacted regarding the status of a dishwasher repair due to a door not secured issue. The agent verified the customer's details and confirmed the warranty status. The repair was booked with priority, and the customer was informed they would receive an SMS with the reference number and service date within two business days. The customer confirmed availability for the repair service.

[AI Summary]

[Contact Reason]

Inquiry about repair status for a dishwasher with a door not secured issue. [Product Symptom]

Symptom: Door not secured on the dishwasher.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Dishwasher purchased on October 15, 2023, from John Lewis; still under warranty. [Agent Solutions]

Verification of Order Number: Confirmed order number provided by customer.
Verification of Customer Details: Collected and verified customer’s surname, email address, and address.
Review of Repair Status: Checked the status of the repair request for the dishwasher.
Receipt Verification: Confirmed receipt and warranty documents uploaded by the customer.
Booking Repair: Tagged the case to priority repair department for scheduling.
Communication of Next Steps: Informed customer that the repair department will contact them via SMS with a reference number and service date within two business days.
Notation of Customer Availability: Noted that someone will be available at the customer's location for the repair.

[Final Resolution]

Repair service scheduled for the dishwasher. Customer will receive an SMS with the reference number and service date within two business days. [Service Notes]
Customer will be available at home for the repair. Access for vehicles is available, no parking issues expected. [Executive Summary] The customer contacted regarding the status of a repair for a dishwasher with a door not secured. The agent verified the customer's details and confirmed the receipt of warranty documents. The case was tagged to the priority repair department for scheduling. The customer was informed they would receive an SMS with a reference number and service date within two business days. The customer confirmed availability for the repair.

[Request] DONE TAG TO WG TEMMP AND TASK

Surname :

Mobile Number : 07925807258

Post Code :

1st Line of Address :

Email Address :

Model # : F4C510GBTN1

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER DIRTY SMELL A MONTH

Customer use cleaning products Tub clean

[Consultation contents] [AI Summary]

[Contact Reason]

Customer experiencing a persistent dirty smell from the washing machine despite using cleaning products. [Product Symptom]

Symptom: Strong dirty smell from the washing machine.
Timeline/Duration: Started approximately one month ago.
Environment: Not Specified.
Self-troubleshooting: Used proprietary cleaning products.
History: Cleaning products used approximately every three to four months. [Agent Solutions]

Verify Issue: Agent confirmed the smell issue and asked for details.
Cleaning Frequency: Agent advised using the tub clean feature at least three to four times a month for maintenance.
Product Recommendation: Suggested using the tub clean cycle more frequently to address the smell.
Locate Cleaning Cycle: Agent guided the customer on how to find the tub clean option on the washing machine panel.
Model Verification: Agent requested the model number to provide specific instructions.
Manual Reference: Agent downloaded the owner's manual to assist with instructions.
Cleaning Instructions: Instructed the customer to select the tub clean option and press start to initiate the cleaning process.

[Final Resolution]

Advised to use the tub clean feature three to four times a month. Customer can contact again if the smell persists. [Service Notes]
N/A [Executive Summary] The customer reported a strong dirty smell from the washing machine that started about a month ago. The agent provided troubleshooting steps, including increasing the frequency of the tub clean cycle to three to four times a month and guided the customer on locating the cleaning option on the machine. The customer was instructed to initiate the tub clean process and was informed to reach out again if the issue continues. No additional service was scheduled at this time.

[Request] DONE TASK

Surname :

Mobile Number : 07916622283

Post Code :

1st Line of Address :

Email Address :

Model # : GSLC40PYPE

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDGE FREEZER

[Consultation contents] [AI Summary]

[Contact Reason]

Customer reports ice not dispensing from freezer. Requests repair service. [Product Symptom]

Symptom: Ice maker is producing ice but not dispensing it. Ice tray is stuck due to a blocking mechanism.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Customer attempted troubleshooting but did not resolve the issue.
History: Purchased freezer a few months ago. [Agent Solutions]

Verify Ice Maker Function: Asked if ice maker is still producing ice. Confirmed it is.
Suggest Defrosting: Recommended defrosting the unit for 24 hours to address ice blockage.
Explain Cleaning Process: Instructed customer to clean the ice box after defrosting.
Restart Unit: Advised to unplug the unit for a few minutes and then plug it back in to restart.
Locate Ice Maker Controls: Asked customer to locate the ice maker controls on the panel.
Reset Ice Maker: Instructed to press and hold the ice on button for 5 seconds to reset.
Clean Ice Dispensing Area: Suggested cleaning the area where ice dispenses with warm water to remove blockages.
Confirm Next Steps: Informed customer to call back if the issue persists after cleaning and defrosting.

[Final Resolution]

Customer to defrost unit for 24 hours, clean ice box, and attempt to reset ice maker. If issue persists, customer will call back for repair service. [Service Notes]
N/A [Executive Summary] Customer contacted support regarding an ice dispensing issue with the freezer, stating that while ice is being produced, it is not dispensing due to a blockage. The agent provided troubleshooting steps including defrosting the unit, cleaning the ice box, and resetting the ice maker. Customer was advised to follow these steps and call back if the problem continues. No personal identifiers were mentioned during the conversation.

[AI Summary]

[Contact Reason]

Customer reports ice maker not dispensing ice. Ice is still being produced but not dispensing properly. Customer requests repair service. [Product Symptom]

Symptom: Ice maker produces ice but does not dispense. Ice tray is stuck due to a blocking mechanism.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Customer attempted troubleshooting but did not resolve the issue.
History: Purchased freezer a few months ago. [Agent Solutions]

Verify Ice Production: Confirmed ice maker is still producing ice.
Suggest Defrosting: Advised customer to defrost the unit for 24 hours to resolve ice blockage.
Explain Restart Procedure: Instructed customer to turn off the unit, unplug it for 2 minutes, then plug it back in.
Locate Ice Maker Controls: Attempted to guide customer to locate the ice maker controls on the panel.
Reset Ice Maker: Instructed customer to press and hold the ice on button for 5 seconds.
Clean Ice Box: Advised customer to clean the ice box and the area where the ice is dispensed.
Confirm Next Steps: Informed customer to call back if the issue persists after defrosting and cleaning.

[Final Resolution]

Customer to defrost the unit for 24 hours. If the issue persists, customer will call back for repair service. [Service Notes]
N/A [Executive Summary] Customer contacted support regarding an ice maker issue where ice is produced but not dispensed. The agent confirmed the ice maker is functioning but suggested defrosting the unit for 24 hours to address the blockage. Instructions were provided for restarting the unit and cleaning the ice box. Customer agreed to follow the steps and will call back if the problem continues. No immediate repair was scheduled.

[Request] DONE TASK

CNU251003462486

Surname : DROSTE

Mobile Number : 01535958137

Post Code : BD20 7EJ

1st Line of Address : High Jackfield Farm Sutton-in-Craven KEIGHLEY, YORKSHIRE, BD20 7EJ, GB

Email Address : jcdro16@gmail.com

Model # : F12U1TCN4.ALSQPUK

Serial # : 603PWUPL5006

DOP : 31/03/2016

Retailer : CURRYS

[Customer Issues] leakage

[Consultation contents] [AI Summary]

[Contact Reason]

Customer reports washing machine leaking and requests repair. [Product Symptom]

Symptom: Leakage from the bottom of the washing machine.
Timeline/Duration: Started a few weeks ago; not used since.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Purchased in 2016; warranty status mentioned. [Agent Solutions]

Verify Serial Number: Customer provided serial number for verification.
Check Warranty Status: Agent confirmed the unit is over six years old; warranty details discussed.
Explain Repair Process: Agent informed customer that only the motor part is covered under warranty; other parts may not be available.
Discuss Payment and Refund: Customer will need to pay for repairs on non-motor parts; refund for motor part only.
Provide Engineer Contact: Agent offered contact information for local engineer.

[Final Resolution]

Customer informed about warranty limitations. - Only motor part eligible for refund. - Provided engineer's contact information for further assistance. [Service Notes]
Customer's washing machine is leaking; requires repair. - Warranty coverage discussed; motor part only eligible for refund. - Local engineer will handle repairs. [Executive Summary] The customer contacted support regarding a leaking washing machine, which started a few weeks ago and has not been used since. The agent verified the serial number and confirmed that the unit is over six years old, limiting warranty coverage. Only the motor part is eligible for a refund, while other parts may not be available for repair. The agent provided the customer with the contact information for a local engineer to assist with the repair.

[AI Summary]

[Contact Reason]

Customer reports washing machine leaking and requests repair. [Product Symptom]

Symptom: Leakage from the bottom of the washing machine.
Timeline/Duration: Leakage started two to three weeks ago; machine has not been used since.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Purchased in 2016; warranty status mentioned as 10 years. [Agent Solutions]

Verify Serial Number: Customer provided serial number for verification.
Check Warranty Status: Agent confirmed the unit is over six years old; parts may not be available.
Explain Repair Process: Agent informed customer that only the motor part is covered under warranty for reimbursement.
Provide Engineer Contact: Agent provided contact information for local engineer for further assistance.

[Final Resolution]

Customer advised to contact local engineer for repair. - Reimbursement for motor part confirmed if replaced. - Customer received engineer's contact details. [Service Notes]
Customer's washing machine is over six years old; warranty considerations noted. - Only the motor part is eligible for reimbursement under warranty. [Executive Summary] The customer contacted support regarding a leaking washing machine, which started leaking two to three weeks ago. The agent verified the serial number and confirmed the unit's warranty status, indicating that it is over six years old and that only the motor part is eligible for reimbursement. The agent provided the customer with contact information for a local engineer for further assistance. The customer was informed about the reimbursement process for the motor part if replaced.

[Request] DONE DOCU AND TASK

Surname :

Mobile Number : 07714458947

Post Code :

1st Line of Address :

Email Address :

Model # : GSGV81EPLD

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquired about setup and connection of new LG American fridge. Confusion regarding water pipes and instructions. [Product Symptom]
Symptom: Customer unsure about connecting water pipes and setup instructions for the fridge. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Not Specified. [Agent Solutions]

Verify Model: Agent confirmed model number provided by customer.
Clarify Plumbing: Agent explained that the fridge is not plumbed in and does not require connection of pipes.
Plugging In: Agent instructed customer to plug the fridge into the wall socket.
Water Tank Instructions: Agent advised customer to fill the water tank inside the fridge after it stabilizes.
Stabilization Time: Agent recommended waiting 24 to 48 hours for the fridge to stabilize before adding food.
Fault Indicators: Agent informed customer about potential error codes or unusual noises as indicators of faults during stabilization.

[Final Resolution]

Customer advised to plug in the fridge, fill the water tank after stabilization, and monitor for faults. No immediate troubleshooting steps taken. [Service Notes]
N/A [Executive Summary] Customer contacted support regarding the setup of a new LG American fridge, specifically about connecting water pipes and understanding the instructions. The agent verified the model and clarified that the fridge does not require plumbing. Instructions were provided to plug in the fridge and fill the water tank after a stabilization period of 24 to 48 hours. The customer was informed about potential fault indicators during this time. No immediate troubleshooting was necessary.

[Request] DONE TASK NO NEED DOCU

CNU251003462762

Surname : AZIZ

Mobile Number : 07833453992

Post Code : HD4 6ED

1st Line of Address : 11 Littlewood Croft, HUDDERSFIELD, HD4 6ED, GB

Email Address : tario_579@yahoo.co.uk

Model # : FWY606GBLN1.AMBQPUK

Serial # : 507PNPDDP816

DOP : 15/09/2025

Retailer : LG ELECTRONICS

[Customer Issues] Order Number: 8000603744

Customer is waiting for an update for a 2 weeks now without a washer and still no call or information that has been provided to him. Customer last unit was pick up because of the agreement and customer needs to have a wash on a laundry shop. Customer is requesting for a replacement and not a refund however it takes too long for him to get the new unit. Customer is also want to get a compensation for the whole laundry that the customer done because he doesn't have a washer. Customer is

[Consultation contents] [AI Summary]

[Contact Reason]

Inquiry regarding machine order verification. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Greeting: Agent welcomed the customer and asked how to assist.
Name Verification: Agent requested the customer's surname for verification.
Address Verification: Agent asked for the customer's postcode to confirm the address.
Order Confirmation: Agent acknowledged the customer's exchange from the LG shop department.
Order Number Request: Agent asked the customer to provide the order number for verification.
Customer Assistance: Agent requested the customer to take their time to find the order number.

[Final Resolution]

N/A - No Troubleshooting Steps Taken [Service Notes]
N/A [Executive Summary] The customer contacted LG customer service to verify an order related to their machine. The agent greeted the customer and requested their surname and postcode for verification. The agent acknowledged the customer's exchange from the LG shop department and asked for the order number to proceed with the inquiry. The customer was given time to locate the order number. No troubleshooting steps were taken during this interaction.

[AI Summary]

[Contact Reason]

Customer inquiring about a faulty washing machine order and seeking compensation for the inconvenience caused by the delay in receiving a replacement. [Product Symptom]
Symptom: Washing machine received was faulty; customer has been without a washing machine for two weeks. - Timeline/Duration: Two weeks without a washing machine; replacement expected on Monday. - Environment: N/A - Not Specified. - Self-troubleshooting: N/A - Not Specified. - History: Ordered washing machine from LG shop; old machine taken away as part of the deal. [Agent Solutions]

Verify Customer Information: Agent confirmed customer details and order status.
Log Complaint: Agent logged a complaint regarding the delay in receiving the replacement washing machine.
Transfer to LG Shop Department: Agent offered to transfer the customer to the LG shop department for further updates on the replacement.
Provide Reference Number: Agent provided a reference number for the logged complaint.

[Final Resolution]

Complaint logged for the delay in replacement; customer to be contacted within two business days. Transfer to LG shop department offered for further updates. [Service Notes]
Customer has a household of five, increasing the urgency for a washing machine. Customer expressed dissatisfaction with the current situation and the need for compensation due to incurred laundry costs. [Executive Summary] The customer contacted support regarding a faulty washing machine order and expressed frustration over the two-week wait for a replacement. The agent confirmed the customer's details, logged a complaint, and provided a reference number. The customer was informed that they would be contacted within two business days regarding the complaint. The agent also offered to transfer the customer to the LG shop department for further assistance. The situation remains unresolved pending further updates from the shop department.

[Request] DONE DOCU AND TASK

CNU251003463055 CNU251003463418

Surname : HEATH

Mobile Number : 01536512108 / 07850253100

Post Code : NN15 7HU

1st Line of Address : 127 Hawthorn Road, KETTERING, NN15 7HU, GB

Email Address : la.rheath@btinternet.com

Model # : F4Y513WWLN1.ABWQPUK

Serial # : 505PNJC8A236

DOP : 02/10/2025

Retailer : CURRYS

[Customer Issues] MAKULIT NA CUSTOMER

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquired about registering the warranty for a newly purchased washing machine. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Account Creation: Agent offered to create an account for the customer to facilitate warranty registration.
Information Gathering: Collected customer's surname, mobile number, postcode, address, and email address for account setup.
Consent Questions: Asked customer two yes/no questions regarding contact preferences for advertising and satisfaction surveys.
Purchase Verification: Confirmed the purchase date as yesterday and the store as Curry's.
Model Number Inquiry: Requested the model number from the customer, who provided it after some guidance.
Serial Number Inquiry: Inquired about the serial number, which the customer was unsure about initially.

[Final Resolution]

Account created for warranty registration. Customer provided necessary information. Next steps include sending a link for warranty registration. [Service Notes]
N/A [Executive Summary] The customer contacted support to register the warranty for a newly purchased washing machine. The agent assisted by creating an account and gathering necessary information, including the customer's contact details and purchase information. The customer confirmed the purchase date and provided the model number after some assistance. The agent will send a link for warranty registration. No technical issues were reported with the washing machine at this time.

[AI Summary]

[Contact Reason]

Customer inquired about registering the warranty for a newly purchased washing machine. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Account Creation: Agent offered to create an account for the customer to facilitate warranty registration.
Information Gathering: Agent collected customer's surname, mobile number, postcode, address, and email address for account setup.
Warranty Registration Process: Agent explained the need for the serial number located on the washing machine for warranty registration.
Model Number Inquiry: Agent asked for the model number, which the customer provided after checking the manual.
Serial Number Request: Agent emphasized the importance of the serial number for warranty registration and guided the customer on where to find it.
Follow-up Arrangement: Agent suggested the customer call back with the serial number once located.

[Final Resolution]

Customer to call back with the serial number for warranty registration. Account created for the customer. No troubleshooting steps taken as the inquiry was about warranty registration. [Service Notes]
Customer purchased the washing machine from a retail store yesterday. The washing machine is currently undergoing a prewash cycle. [Executive Summary] The customer contacted support to register the warranty for a newly purchased washing machine. The agent assisted by creating an account and collecting necessary information. The agent explained the need for the serial number located on the machine for warranty registration. The customer was advised to call back once the serial number was found. No technical issues were reported, and the inquiry was focused on warranty registration.

[AI Summary]

[Contact Reason]

Inquiry about warranty registration for washing machine. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Verify Serial Number: Confirmed serial number provided by customer.
Register Warranty: Registered warranty for the washing machine.
Inform on Warranty Coverage: Explained warranty coverage duration and details.
Explain Free Guarantee: Clarified the difference between warranty and free guarantee.
Provide Confirmation Code: Issued confirmation code for the warranty registration.
Confirm Record Keeping: Assured customer that registration is recorded in the system.
Request for Receipt: Advised customer to keep the purchase receipt for future reference.
Send Confirmation SMS: Sent warranty confirmation to customer's wife's number.

[Final Resolution]

Warranty registered, five years of coverage confirmed, free guarantee activated, confirmation code provided, SMS sent for confirmation. [Service Notes]
N/A [Executive Summary] The customer contacted regarding the registration of the washing machine warranty. The agent verified the serial number and successfully registered the warranty, providing a confirmation code. The agent explained the warranty details and the difference between the warranty and the free guarantee. The customer was informed that the warranty would cover five years upon approval. A confirmation SMS was sent to the customer's wife's number. The customer was advised to keep the purchase receipt for future reference.

[Request] DONE REGISTERING, SMS, REQUEST EMAIL AND TASK

CNU251003463260

Surname : SHARMA

Mobile Number : 07736462607

Post Code : CT6 / ME13 9LF

1st Line of Address : 3 COOPER DRIVE, HERNE BAY, KENT, CT6 5FF, GB

Email Address : mitzks77@gmail.com

Model # : F4J6AM8S.AESQWUK

Serial # : 801PWPLL7272

DOP : 06/03/2018

Retailer :

[Customer Issues] WASHER DRYER NO POWER 3 DAYS AGO Checked the power fuse. Unplugged and plug in. Restart the unit. Cleaned the filter. Unit is properly leveled.

[Consultation contents] [AI Summary]

[Contact Reason]

Washer dryer not turning on. No response when power button pressed. [Product Symptom]

Symptom: Washer dryer does not power on; no lights or response from the power button.
Timeline/Duration: Last used two to three days ago; issue noticed today.
Environment: Not Specified.
Self-troubleshooting: Checked power fuse, unplugged unit, performed hard reset (held power and start buttons for 5 seconds), cleaned filter.
History: Purchased in March 2018; moved to a new address in October 2018. [Agent Solutions]

Verify Power Supply: Confirmed customer checked the fuse in the plug.
Hard Reset: Customer performed a hard reset by holding the power and start buttons for 5 seconds.
Filter Cleaning: Confirmed customer cleaned the filter at the bottom front of the machine.
Leveling Check: Inquired about unit shaking or rocking during operation; confirmed unit is properly leveled.

[Final Resolution]

No troubleshooting steps resolved the issue. Next steps include potential service visit for further diagnosis. [Service Notes]
Customer moved to a new address; previous address used for warranty registration. No extended warranty on file. [Executive Summary] The customer reported that the washer dryer is not turning on, with no response from the power button. The agent confirmed the customer had performed several troubleshooting steps, including checking the power supply, performing a hard reset, and cleaning the filter. The unit is properly leveled, but the issue persists. The customer has moved since the purchase, and there is no extended warranty on file. Next steps involve scheduling a service visit for further diagnosis.

[AI Summary]

[Contact Reason]

Washer dryer not turning on. No response when power button pressed. [Product Symptom]

Symptom: Washer dryer does not power on; no lights or response when the power button is pressed.
Timeline/Duration: Last used two to three days ago; issue noticed today.
Environment: Not Specified.
Self-troubleshooting: Checked fuse, unplugged unit, performed hard reset (held power and start buttons for 5 seconds), cleaned filter.
History: Purchased in March 2018; moved to a new address in October 2018. [Agent Solutions]

Verify Power Supply: Confirmed customer checked the power fuse.
Confirm Hard Reset: Customer performed hard reset by holding power and start buttons for 5 seconds.
Check Filter: Customer confirmed filter was cleaned.
Assess Unit Leveling: Inquired about unit shaking or rocking; customer confirmed it is properly leveled.
Warranty Verification: Explained warranty details; unit exceeds standard warranty period.
Provide Repair Options: Offered contact information for authorized service center for repair assistance.

[Final Resolution]

Provided contact details for authorized service center. Customer advised to reach out for repair assistance. [Service Notes]
N/A [Executive Summary] The customer reported that the washer dryer is not turning on, with no response from the power button. The agent confirmed troubleshooting steps taken by the customer, including checking the power supply and performing a hard reset. The agent explained warranty details, noting that the unit exceeds the standard warranty period. The customer was provided with contact information for an authorized service center for further assistance.

[Request] DONE DOCU AND TASK

CNU251003463565

Surname : PARKINSON

Mobile Number : 03330537883 / 07747606100

Post Code : NE26 1SE

1st Line of Address : 16 Brundon Avenue, WHITLEY BAY, NE26 1SE, GB

Email Address : bisker@hotmail.co.uk

Model # : DB325TXS.AASQEUK

Serial # : 301KWJU2G772

DOP : 30/09/2023

Retailer : COSTCO - FARNBOROUGH

[Customer Issues] DISHWASHER 2 WEEKS AGO

[Consultation contents] [AI Summary]

[Contact Reason]

Inquiry regarding repair status for LG dishwasher. Customer reports parts ordered but no follow-up from the repair company. [Product Symptom]

Symptom: Dishwasher experiencing water overflow due to a split lower spray arm.
Timeline/Duration: Parts ordered two weeks ago; no follow-up since the last visit.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Previous appointment on September 3rd; parts ordered during that visit. [Agent Solutions]

Verification of Customer Details: Confirmed customer surname and mobile number for account access.
Review of Repair History: Checked previous service records; noted that parts were ordered but no follow-up visit scheduled.
Coordination with Repair Department: Agent indicated the need to escalate the issue to ensure the repair company returns to install the parts.

[Final Resolution]

Agent to coordinate with the repair department for follow-up on installation of parts. Awaiting further updates. [Service Notes]
Parts have been delivered to the customer’s home. Engineer has not returned to complete the installation. [Executive Summary] The customer contacted regarding the status of a repair for their LG dishwasher, which has been experiencing water overflow due to a split lower spray arm. The agent verified customer details and reviewed the repair history, noting that parts were ordered but no follow-up visit was made. The agent will coordinate with the repair department to ensure the installation of the parts is scheduled. The customer is currently awaiting further updates on the situation.

[AI Summary]

[Contact Reason]

Inquiry regarding repair status for LG dishwasher. Parts ordered but no follow-up from the repair company. [Product Symptom]

Symptom: Dishwasher experiencing water overflow due to a split lower spray arm.
Timeline/Duration: Parts ordered two weeks ago; no updates since the last visit.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Previous visit by technician who identified the need for parts. [Agent Solutions]

Verification: Confirmed customer details and previous service appointment.
Issue Confirmation: Verified that parts were ordered and delivered to the customer’s address.
Coordination: Contacted repair department to clarify the installation responsibility.
Instruction Request: Offered to obtain installation instructions from technical experts to send to the customer.
Follow-up Arrangement: Agreed to send instructions via SMS on Monday.

[Final Resolution]

Instructions to be sent via SMS on Monday. Customer can install parts themselves if provided with guidance. Option for technician visit available if needed. [Service Notes]
Customer expressed willingness to install parts if instructions are provided. No need for a technician visit unless further assistance is required. [Executive Summary] The customer inquired about the status of their LG dishwasher repair, specifically regarding parts ordered for a water overflow issue. The agent verified the customer's details and confirmed that the necessary parts had been delivered. The agent coordinated with the repair department to clarify installation responsibilities and offered to obtain installation instructions for the customer. Instructions will be sent via SMS on Monday, allowing the customer to install the parts themselves if desired. The conversation concluded with the customer expressing satisfaction with the proposed solution.

[Request] WILL SEND INSTRUCTIONS ON HOW TO INSTALL THE LOWER SPAY ARM TO TECHS DONE TAG TO TECH AND TASK WILL WAIT FOR THE UPDATE

CNU251003463836 RNU251003060438

Surname : CHAUDHRY

Mobile Number : 07816950321

Post Code : WA15 0SB

1st Line of Address : 3 Marlfield Road, ALTRINCHAM, WA15 0SB, GB

Email Address : khyzer@chaudhry.co.uk

Model # : F6V909WTSA.ABWQPUK

Serial # :201PNZQ0G925

DOP : 04/06/2022

Retailer : CURRYS

[Customer Issues]

No parking permit needed. Extended Warranty Number: P2022-06-04201PNZQ0G925 Engineers report says that the door seal is ripped that is causing the leakage onto the heater and causing the tE Error code.

[Consultation contents] [AI Summary]

[Contact Reason]

Customer inquiring about payment for a repair not covered under warranty. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Verification of Customer Details: Agent requested surname and postcode for verification.
Inquiry About Previous Contact: Agent asked when the customer last contacted support regarding the issue.
Coordination with Repair Department: Agent coordinated the request with the repair department for gasket replacement.
Error Code Identification: Agent noted the error code related to the issue (EL code).
Extended Warranty Verification: Agent confirmed the customer has an extended warranty valid until 2027.
Booking Repair Appointment: Agent booked the gasket replacement for a charge of 125 pounds.
Confirmation of Contact Information: Agent verified the customer's email and mobile number for documentation.
Payment Coordination: Agent informed the customer about the payment process and waited for confirmation from the payment department.

[Final Resolution]

Gasket replacement booked for 125 pounds. Payment process initiated. Customer to be transferred to payment department. [Service Notes]
Extended warranty valid until 2027. Gasket replacement chargeable. No parking permit required for service visit. [Executive Summary] The customer contacted support to inquire about payment for a repair not covered under warranty. The agent verified the customer's details and coordinated with the repair department for a gasket replacement, identifying an error code related to the issue. The customer has an extended warranty valid until 2027, and the agent booked the repair for a charge of 125 pounds. The payment process was initiated, and the customer was to be transferred to the payment department for further assistance.

[AI Summary]

[Contact Reason]

Customer inquiring about payment for a repair not covered under warranty. [Product Symptom]
Symptom: Leaking issue with the unit, indicated by an EL error code. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Customer contacted previously regarding the issue; informed that it was not covered under warranty. [Agent Solutions]

Verification: Agent verified customer details and checked the repair status.
Coordination: Agent coordinated with the repair department regarding the customer's request.
Repair Booking: Agent confirmed booking for gasket replacement as a chargeable service.

[Final Resolution]

Repair service scheduled for gasket replacement; customer informed of charge. [Service Notes]
N/A [Executive Summary] The customer contacted support to inquire about payment for a repair not covered under warranty. The agent verified the customer's details and coordinated with the repair department. A gasket replacement was confirmed as a chargeable service due to a leaking issue indicated by an EL error code. The repair service has been scheduled, and the customer was informed of the associated charges.

[Request] DONE BOOKING SMS AND TASK

CNU251002457597

Surname : LANGLAH

Mobile Number : 07508919043

Post Code : SE1 6QL

1st Line of Address : Flat 64A Arrol House Rockingham Street, LONDON, SE1 6QL, GB

Email Address : evielanglah@gmail.com

Model # : F4C510WBTN1.ABWQWUK

Serial # : 412PWSDLF838

DOP : 08/01/2025

Retailer : CURRYS

[Customer Issues] WASHER

Cleaned the filter. Customer is putting normal loads in wash. Unit is properly leveled. Unplugged and plug in. No noise. No leakage.

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

[Consultation contents] [AI Summary]

[Contact Reason]

Customer experiencing OE and UE error codes on washing machine. Requesting assistance for repair. [Product Symptom]

Symptom: OE and UE error codes displayed on washing machine. UE indicates unbalanced load error.
Timeline/Duration: Started yesterday. Second occurrence since purchase.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Purchased washing machine in January of the current year. [Agent Solutions]

Verify Error Codes: Confirmed customer reported OE and UE error codes.
Clarify Load Details: Inquired about load size; customer reported washing only six items, indicating a light load.
Explain Error Meaning: Explained UE error indicates unbalanced load due to insufficient items in the drum.
Discuss Previous Occurrences: Customer mentioned previous occurrence with heavier load, expressing confusion about error.
Assess Urgency: Acknowledged customer's need for washing machine due to child’s clothing.
Check for Additional Issues: Asked if there were any noises or leaks; customer confirmed no leaks, only flashing error.
Parking Permit Inquiry: Inquired about parking permit requirements for technician visit; customer unsure.

[Final Resolution]

Repair service to be scheduled for washing machine. Customer advised of next steps. [Service Notes]
Customer has a child and requires washing machine for baby clothes. Previous error occurrences noted. [Executive Summary] Customer contacted support regarding OE and UE error codes on washing machine, indicating issues with unbalanced loads. The agent confirmed the error codes and clarified the situation regarding load size. The customer expressed confusion over the error occurring with both light and heavier loads. The agent acknowledged the urgency due to the customer's need for washing baby clothes and confirmed that a repair service would be scheduled. No additional troubleshooting steps were taken, and the customer was informed of the next steps for service.

[AI Summary]

[Contact Reason]

Customer experiencing OE and UE error codes on washing machine. Requesting repair service. [Product Symptom]

Symptom: OE and UE error codes displayed on washing machine. Customer reports unbalanced load error despite using a small number of items.
Timeline/Duration: Second occurrence of the error since purchase; first occurrence was yesterday.
Environment: Not Specified.
Self-troubleshooting: Customer has not cleaned the filter at the bottom front of the machine.
History: Purchased washing machine in January of the current year. [Agent Solutions]

Identify Error Code: Confirmed the error codes as OE and UE.
Verify Load: Inquired about the load size; customer reported using only six items, which is below the machine's capacity.
Ask About Noise or Leakage: Confirmed no noise or leakage during operation.
Check for Parking Permit: Inquired if a parking permit is needed for the technician's visit.
Document Information: Collected customer details and documented the issue for repair scheduling.
Schedule Repair: Informed customer that the repair would be booked on Monday, with engineers contacting within two business days.

[Final Resolution]

Repair service scheduled for Monday. Customer will receive a reference number via email. Engineers will contact customer within two business days for appointment confirmation. [Service Notes]
Customer has a child and requires the washing machine for baby clothes. [Executive Summary] The customer contacted support regarding OE and UE error codes on their washing machine, indicating an unbalanced load. This was the second occurrence since the machine was purchased in January. The agent confirmed the error codes and scheduled a repair for Monday, assuring the customer that engineers would follow up within two business days. The customer expressed urgency due to needing the machine for baby clothes. The agent documented necessary details for the repair service.

[Request] DONE TAG TO WG TEMP AND TASK

Surname :

Mobile Number : 07934289063

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

Customer wants to claim warranty for a broken TV. [Product Symptom]
N/A - Non-technical inquiry [Agent Solutions]

Transfer to Correct Department: Agent offered to transfer the customer to the department handling television issues.

[Final Resolution]

Customer was transferred to the appropriate department for TV warranty claim. [Service Notes]
N/A [Executive Summary] The customer contacted LG customer service to claim a warranty for a broken TV. The agent identified that the call was directed to the wrong department and offered to transfer the customer to the correct department handling television issues. The transfer was completed to assist the customer with their warranty claim

[Request] TRANSFERRED TO HE DONE TASK

CNU251003464635 RNU251003060962

Surname : FLETCHER

Mobile Number : 07783823067

Post Code : BT38 9EQ

1st Line of Address : 7 Sandringham Place, CARRICKFERGUS, BT38 9EQ, GB

Email Address : fkfletcher64@gmail.com

Model # : F4V310SNE.ASSQPUK

Serial # : 306PNZQ1Y581

DOP : 04/10/2023

Retailer : CURRYS

[Customer Issues] U5

Unplugged and plug in. Customer tried different loads and normal however the error still appear. Unit is properly balanced. Issue persists.

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

[Consultation contents] [AI Summary]

[Contact Reason]

Customer experiencing error code "U5" on washing machine. Previous contact indicated no issues found. [Product Symptom]

Symptom: Error code "U5" displayed on washing machine.
Timeline/Duration: Ongoing issue since last contact on Wednesday.
Environment: Not Specified.
Self-troubleshooting: Not Specified.
History: Purchased from a retailer. [Agent Solutions]

Verification of Error Code: Agent confirmed the customer is still experiencing the "U5" error.
Address Verification: Agent requested and confirmed the customer's postcode and address.
Serial Number Inquiry: Agent asked for the serial number of the washing machine for further assistance.

[Final Resolution]

Next steps include obtaining the serial number for further troubleshooting. [Service Notes]
N/A. [Executive Summary] The customer contacted support regarding a persistent "U5" error on their washing machine, despite previous confirmation that no issues were found. The agent verified the error and confirmed the customer's address. The agent requested the serial number for further troubleshooting. Next steps involve obtaining the serial number to proceed with the issue resolution.

[AI Summary]

[Contact Reason]

Customer experiencing U5 error code on washing machine. Previous contact indicated no issues found. [Product Symptom]

Symptom: U5 error code persists despite previous checks and troubleshooting.
Timeline/Duration: Not Specified.
Environment: Not Specified.
Self-troubleshooting: Unplugged and plugged back in, tried various load sizes (small, normal, medium).
History: Purchased on October 4, 2023; warranty ending soon. [Agent Solutions]

Verify Error Code: Confirmed U5 error code still occurring.
Request Serial Number: Customer provided serial number for documentation.
Check Load Size: Inquired about load sizes during error occurrence; customer confirmed trying different sizes.
Confirm Balance: Customer confirmed washing machine is properly balanced.
Request Email Address: Customer provided email for communication.
Send SMS Link: Agent sent SMS with a link for photo upload of the error code.
Discuss Warranty: Explained warranty expiration and need for proof of purchase for extended warranty.
Provide Case Number: Agent provided case number for customer to use in photo upload.

[Final Resolution]

Customer to send photo of U5 error code via SMS link. Agent will book service within the day and provide reference number. [Service Notes]
Customer's warranty is expiring soon; needs proof of purchase for extended warranty registration. [Executive Summary] The customer reported a persistent U5 error code on their washing machine, despite previous checks indicating no issues. The agent confirmed the error and gathered necessary information, including the serial number and email address. The customer was instructed to send a photo of the error code via a provided SMS link. The agent discussed the warranty status, noting it is expiring soon, and explained the need for proof of purchase to extend the warranty. The agent will book service and send a reference number to the customer.

[Request] DONE BOOKING, SMS AND TASK