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FEB 21

  1. Inquiry - customer called in regarding the refrigerator issue
  2. Symptom Description - refrigerator is not cooling either fridge and freezer are not running he only see 61 C
  3. Provide error code if present: no error code
  4. Troubleshooting provided: Check the Temperature Setting

Ensure the temperature is not set too high. Adjust to the initial setting: Fridge +3˚C / Freezer -20˚C. -he try but its not working Verify if the refrigerator is overfilled (recommended 60-70% capacity).- he already check Avoid placing hot food directly inside. Verify Recent Plug-In

If recently plugged in, wait 4-6 hours for the core temperature to stabilize.- HE ALREADY UNPLUGGED IT WICE LAST NIGHT he pressed the two top buttons and held for about 5 seconds . 5. Outcome: perform troubleshooting but its failed // ISLO 6. Resources used ( paste links used): AGENT CO PILOT 7. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N = YES

8.) Additional comments or customer response : Name : Gerald Mccathern Model Number: RF275201SG/AA Serial Number: 0B4H4BBR400080T Place of Purchase: Phone number : 5194014442

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: 338300531

TICKET ID : 2330120512

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  1. Inquiry - customer called in regarding the stove
  2. Symptom Description - he got the top plate but the glass is cracked
  3. Provide error code if present: no error code
  4. Troubleshooting provided: customer said that he already send the picture of the cracked glass. advise customer to send the picture of the broken glass. - but i cannot receive anything walkthrough customer where can't find the serial and model number but he cannot see call disconnect in the middle of getting the picture
  5. Outcome: customer disconnect the call
  6. Resources used ( paste links used): agent co pilot
  7. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N - VS-Y/N no

8.) Additional comments or customer response : Name : Henry Boston Model Number: NA because walkthrough customer where can't find the serial and model number but he cannot see Serial Number: NA walkthrough customer where can't find the serial and model number but he cannot see Place of Purchase: Phone number : 2269701226

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: 336941838

TICKET ID 2330121801

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  1. Inquiry - customer called in regarding refrigerator
  2. Symptom Description - there was a water leaked he already replaced that water filter there was a water in front on the bottom front of the refrigerator there was a water
  3. Provide error code if present: no error code
  4. Troubleshooting provided:

Check the water filter installation

Turn off the water line.- he already turn of the water line. Remove the upper glass shelf or vegetable bin near the filter. Verify if the LOCK indicator (closed padlock) on the filter aligns with the indicator mark on the filter cover. If misaligned, turn the filter clockwise until the marks align. Turn on the water line and check for leaks.- customer said there is no leaks in water line. Replace the shelf or vegetable bin. Inspect the water filter and housing

Check for damage to the filter or housing. Replace the filter if it’s damaged or counterfeit.- there was still leak on the floor for 15 hours Request service if the housing is damaged. Replace with a genuine Samsung filter

If the leak persists, replace the filter with a genuine Samsung filter. Contact Samsung Customer Service

If the leak continues after replacing the filter, contact Samsung Customer Service at 1-800-SAMSUNG (1-800-726-7864) for service. Leave the water turned off until service is arranged.

  1. Outcome: The customer hung up because they couldn't understand me.
  2. Resources used ( paste links used): AGENT CO-PILOT
  3. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N

8.) Additional comments or customer response : Name : Liam Halley Model Number: RS261MDWP/XAA Serial Number: JJ674BBD704270N Place of Purchase: Phone number : 7097018458

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: #338342783

TICKET ID: 2330124622

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  1. Inquiry - customer called in regarding the range.
  2. Symptom Description - the electronic board in the front its not working properly doesn't show anything they don't come up
  3. Provide error code if present: no error code
  4. Troubleshooting provided: send the link for vs but customer does not receive any link advise customer that we can do a troubleshooting if he was with the unit advise customer to callback if he is in front of the unit already
  5. Outcome: closed
  6. Resources used ( paste links used): NA
  7. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N

8.) Additional comments or customer response : Name : Farid Soroush Model Number: NE58F9710WS/AC Serial Number:J1987DCM800282X Place of Purchase: Phone number : 4165674321

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: 338353028

TICKET ID : 2330126063

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  1. Inquiry -CUSTOMER CALLED IN REGARDING TV
  2. Symptom Description - regarding tv
  3. Provide error code if present: no error code
  4. Troubleshooting provided: MISROUTED CALL
  5. Outcome: TRANSFER TO HE
  6. Resources used ( paste links used):
  7. Remote Management or Visual Support Used?(2k ticket here : 1k ticket RM- Y/N VS-Y/N

8.) Additional comments or customer response : Name : HAMZY TOUFAILI Model Number: Serial Number: Place of Purchase: Phone number : 9. NCP Parts Needed: NA 10. HRM Result: NA 11. Sprinklr Case: 338359384

TICKET ID 1152146651

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  1. Inquiry - customer called in regarding fridge
  2. Symptom Description - both fridge and freezer is not cooling,
  3. Provide error code if present: no error code
  4. Troubleshooting provided: Check for Error Codes

If the display shows "O-FF" ("OF or OFF"), the fridge is in Cooling Off Mode (Demo/Shop Mode). no If the display shows "71C", it indicates an abnormal high temperature in the freezer. If the display shows "21C", it indicates a freezer fan motor error. Inspect Door Closure

Ensure the door is closing properly. -yes they close properly Check if anything is obstructing the door from closing completely. no nothing its obstructing Unplug and Restart

If there is no error code and the freezer is not cooling at all, unplug the fridge for an hour, then plug it back in to see if it starts working. Verify Temperature Setting

If the freezer is not cooling properly, check if the temperature is set to 0°F (-18°C). Book a Service Call

If the issue persists after unplugging and restarting, book a service call for further assistance. . ADVISE CUSTOMER TO CALL THE NEAREST SERVICE CENTER IF THE TROUBLESHOOTING IS NOT WORKING.

  1. Outcome: provide all the troubleshooting steps/ ISLO
  2. Resources used ( paste links used): agent co -pilot
  3. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N = YES

8.) Additional comments or customer response : Name : Andrew Nkini Model Number: RF261BEAESR Serial Number: JKKK4BBK201416M Place of Purchase: Phone number : 7809932919

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: 338365481

TICKET ID: 2330127471

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  1. Inquiry - customer called in regarding fridge warranty
  2. Symptom Description - there is water leakage inside the fridge and water leaks under the trays they're not using any water freezer or any ice making.
  3. Provide error code if present: no error code
  4. Troubleshooting provided: Remove and Clean Vegetable Bins Remove the vegetable bins from the fridge. Clean and remove all water from the fridge. - they already clean. If water persists, the fridge may require service. Check Door Seals

Inspect door seals for damage (distorted, cracked, or ripped). If damaged, replace the seals and contact service. If no visible damage, test seal tightness using a dollar bill. Adjust Door Alignment

If the dollar bill slides without resistance, adjust the doors.

  1. Outcome: provide all the troubleshooting steps but its failed/ PROVIDE ISLO
  2. Resources used ( paste links used): agent co pilot
  3. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N = YES VS-Y/N YES

8.) Additional comments or customer response : Name : Ankita Sharma Model Number: RF23R6201SR/AA Serial Number: 0bbs43ARB05457P Place of Purchase: Phone number : 2263373875

  1. NCP Parts Needed: NA
  2. HRM Result: Overall judgment: No items requiring inspection based on diagnosis symptoms
  3. Sprinklr Case: #338370944

TICKET ID: 2330128314

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  1. Inquiry - customer called in regarding tv
  2. Symptom Description -
  3. Provide error code if present: no error code
  4. Troubleshooting provided:
  5. Outcome: customer disconnect
  6. Resources used ( paste links used):
  7. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N

8.) Additional comments or customer response : Name : jim bigging Model Number: Serial Number: Place of Purchase: Phone number : 2508829122

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: 338375146

TICKET ID 1152147257

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  1. Inquiry - customer called in regarding dishwasher

  2. Symptom Description - bespoke front glass or front panel

  3. Provide error code if present: no error code

  4. Troubleshooting provided: ADVISE CUSTOMER TO CALL US ONCE HE IS INFRONT OF THE UNIT TO CONDUCT A TROUBLESHOOTING

  5. Outcome: CLOSED

  6. Resources used ( paste links used):

  7. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N 8.) Additional comments or customer response : Name : John Bayless Model Number: De80b7070ug Serial Number: Place of Purchase: Phone number : 5193591461

  8. NCP Parts Needed: NA

  9. HRM Result: NA

  10. Sprinklr Case: #338374905

TICKET ID : 2330129109

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  1. Inquiry - customer calling in regarding phone
  2. Symptom Description -
  3. Provide error code if present: no error code
  4. Troubleshooting provided:
  5. Outcome: transfer to IM
  6. Resources used ( paste links used):
  7. Remote Management or Visual Support Used?(2k ticket here : 1k ticket RM- Y/N VS-Y/N

8.) Additional comments or customer response : Name : Sean Davord Model Number: Serial Number: Place of Purchase: Phone number : 3069850240

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: 338377530

TICKET ID 1152147325

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  1. Inquiry - customer called in regarding washer
  2. Symptom Description - washer stop working when they doing laundry
  3. Provide error code if present: no error code
  4. Troubleshooting provided:
  5. Outcome: ghost call customer not answering
  6. Resources used ( paste links used):
  7. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N

8.) Additional comments or customer response : Name : Kevin Dowse Model Number:WV60M9900AV Serial Number: 293381 Place of Purchase: Phone number : 4509699054

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: 338382773

TICKET ID: 2330130193

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  1. Inquiry - customer called in regarding the dryer
  2. Symptom Description - dryer they put a sheet in and it rolls it up in a ball every time
  3. Provide error code if present: no error code
  4. Troubleshooting provided: To prevent sheets from tangling or rolling into a ball in the dryer, follow these steps:

Avoid Overloading Ensure the dryer is not overloaded to allow proper movement. Use Dryer Balls Add dryer balls to prevent twisting and reduce wrinkles. Spread Sheets Evenly Lay sheets flat and evenly before placing them in the dryer. Dry with Towels Dry sheets with 3-4 wet towels to minimize tangling. Redistribute During Cycle Periodically stop the dryer and redistribute sheets if needed. Note: Laundry tangling is a common issue across all manufacturers' dryers and is not a defect specific to your mode-=

= CUSTOMER WANTS TO BACK THE UNIT BECAUSE IS NO GOOD

INFORM CUSTOMER THAT HE HAS AN OPTION IF HE WANTS TO RETURN CALL THE PLACE WERE HE PURCHASED THE UNIT AND THE OTHER OPSTION IS WE CAN PROVIDE THE NEAREST SERVICE CENTER

  1. Outcome:
  2. Resources used ( paste links used):
  3. Remote Management or Visual Support Used?(2k ticket here : 2k ticket RM- Y/N VS-Y/N

8.) Additional comments or customer response : Name : Howard Svaehla Model Number:DV25B6800EW/AC Serial Number: 0YD75AEW300226M Place of Purchase: ASHLEYS Phone number : 2503769384

  1. NCP Parts Needed: NA
  2. HRM Result: NA
  3. Sprinklr Case: 338385363

TICKET ID 2330130487