26/09 CALLS

CNU250913283365 - SAGHIR = DONE NO UPDATE CNU250915296851 - MERVYN = DONE NO UPDATE CNU250915301058 - LEWIS = CNU250915301405 - MADDEN = DONE BOOKING RNU250926019391 CNU250917319692 - RAI = DONE REGISTERING CNU250917320824 - FLACK = REGISTERED WILL BOOK CNU250917321019 - WILLIAMSON = DIDNT RING US BACK CLOSED CNU250917321674 -

CNU250926397031

Surname : COX

Mobile Number : 07930505349

Post Code : BH11 9TQ

1st Line of Address :

Email Address : richcox1000@gmail.com

Model # : GBV5240CEP

Serial # : 504TRUB5E222

DOP : DELVERED LAST FRIDAY 19/09 ORDERED 12/09/2025

Retailer : SONIC DIRECT

[Customer Issues] FRIDGE

[Consultation contents] [AI Summary]

[Contact Reason]

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

1. Verification of Appliance Type: Confirmed the appliance is a fridge freezer.

2. Model Number Request: Customer provided model number GEBV 5240CEP.

3. Purchase Date Inquiry: Customer stated the unit was delivered on September 19.

4. Purchase Location Inquiry: Customer confirmed purchase from Sonic Direct.

5. Customer Information Verification: Collected customer name, email, and mobile number.

6. Serial Number Collection: Customer provided serial number 504TURB5E222.

7. Warranty Information Explanation: Explained standard warranty of 2 years, extended warranty of 3 years, and 10 years on the compressor.

8. Registration Process: Agent registered the appliance and informed the customer about confirmation via SMS and email.

[Final Resolution]

• Warranty registration completed. Confirmation SMS and email to be sent. Warranty details explained. [Service Notes]
• N/A [Executive Summary] The customer contacted to register the warranty for a newly purchased fridge freezer. The agent verified the appliance details, collected necessary customer information, and registered the warranty. The customer was informed about the warranty duration, including standard and extended coverage. Confirmation of the registration will be sent via SMS and email within 10 to 14 weeks.

[Request] WILL SEND SMS

CNU250926397235

Surname : WINOWIECKA

Mobile Number : 07341337286

Post Code : WN8 8AY

1st Line of Address :

Email Address : sylwiawinowiecka@gmail.com

Model # : F4V309SNE.ASSQWUK

Serial # : 204PWAWLH008

DOP : 20/04/2022

Retailer : CURRYS

[Customer Issues] WASHER NOISE SHAKE VERY SPIN CYCLE ITS BANGING LAST WEEK

No error codes. No leakage. Unit is properly leveled. Customer is putting normal loads to the washer. Inlet and outlet pipes doesn't have any visible damage. Cleaned the filter. Issue persits.

No parking permit needed. Customer is

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer requesting to book a repair for a washing machine. [Product Symptom]

• Symptom: Loud banging noise and excessive shaking during the spin cycle.
• Timeline/Duration: Issue started last week, occurring for the last three days.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased on April 20, 2022; no warranty currently. [Agent Solutions]

1. Issue Confirmation: Confirmed the noise and shaking occurs during the spin cycle.

2. Error Code Check: Verified no error codes displayed on the unit.

3. Leakage Check: Confirmed no leakage present.

4. Leveling Check: Inquired if the unit is properly leveled; customer confirmed it is fine before the spin cycle.

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

6. Customer Information Verification: Collected and verified customer details including name, phone number, and email.

7. Warranty Status Check: Informed customer that the unit is likely out of warranty and discussed extended warranty options.

8. Proof of Purchase Request: Requested proof of purchase for extended warranty eligibility.

[Final Resolution]

• Repair service scheduled pending proof of purchase for warranty coverage. Customer informed about potential chargeable repair if no proof is provided. [Service Notes]
• Customer does not have the receipt for the washing machine. Extended warranty may cover repair if proof of purchase is provided. [Executive Summary] The customer contacted support to book a repair for a washing machine experiencing loud banging and shaking during the spin cycle, which started last week. The agent confirmed the symptoms, checked for error codes and leakage, and verified that the unit is properly leveled. An account was created for the customer, and warranty status was discussed, revealing the unit is likely out of warranty. The customer was informed about the need for proof of purchase to qualify for an extended warranty covering the repair.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer requesting to book a repair for a washing machine due to loud banging noise and shaking during the spin cycle. [Product Symptom]

• Symptom: Loud banging noise and excessive shaking during the spin cycle. Concern about potential damage to the glass door.
• Timeline/Duration: Issue started last week, specifically noted over the last three days.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased on April 20, 2022. No warranty or extended care plan available. [Agent Solutions]

1. Account Creation: Created an account for the customer to assist with the issue.

2. Noise Description: Confirmed the noise occurs during the spin cycle and is described as banging.

3. Error Code Check: Verified no error codes are displayed.

4. Leveling Check: Inquired if the unit is properly leveled; customer confirmed it is fine before the spin cycle.

5. Serial Number Verification: Collected and verified the serial number of the washing machine.

6. Warranty Status: Informed customer that the unit is likely out of warranty and discussed the need for proof of purchase for potential extended warranty coverage.

7. Repair Process Explanation: Explained the need to register the unit for repair and requested photos and a video of the noise for validation.

8. Documentation Request: Requested the customer to send a video of the noise and photos of the proof of purchase and serial sticker.

9. Repair Scheduling: Informed customer that once documentation is received, registration will take one business day, followed by scheduling the repair within two business days.

[Final Resolution]

• Customer to send requested video and photos for registration. Agent will process the registration and schedule repair once documentation is received. [Service Notes]
• Customer has difficulty locating the receipt for the washing machine purchase. - No parking permit required at the customer's location. - Customer cleans the pump filter regularly. [Executive Summary] The customer contacted support to book a repair for a washing machine experiencing loud banging noises and shaking during the spin cycle. The agent created an account, confirmed the issue, and explained the warranty status, indicating that the unit is likely out of warranty. The agent requested the customer to provide a video of the noise and photos of the proof of purchase for registration. Once received, the agent will process the registration and schedule the repair within the specified timeframe.

[Request] WILL REGISTER AND BOOK

CNU250926397497

Surname : ALI

Mobile Number : 07939034409

Post Code : DE23 8BY

1st Line of Address : 68 Lewis Street, DERBY, DE23 8BY, GB

Email Address : mizzali_14@hotmail.com

Model # : FWY706GBTN1.AMBQPUK

Serial # : 408PNQE2H412

DOP : 10/10/2024

Retailer : CURRYS

[Customer Issues] WASHER PURCHASED LAST YEAR SCRATCHING NOISE

No parking permit needed. Extended Warranty: P2024-10-10408PNQE2H412

Customer is washing clothes doesn't have any metals. Unit is properly leveled. No error codes. No leakage. Customer turned the drum by hand and the issue still happening. Unit has a proper spacing in the sides and at the back. Issue persists.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports a noise from LG washing machine during spin cycle. [Product Symptom]

• Symptom: Scraping noise during spin cycle. Noise more noticeable today.
• Timeline/Duration: Occurred once or twice before, more pronounced today.
• Environment: Not Specified.
• Self-troubleshooting: Customer tested drum by hand; noise persists.
• History: Under warranty until 2029; repaired last year. [Agent Solutions]

1. Verify Issue: Confirmed customer hears a scraping noise during spin cycle.

2. Request Video: Asked customer to provide a short video of the noise during an empty cycle.

3. Check for Metal Objects: Inquired if laundry contained metal items; customer confirmed no.

4. Level Check: Asked if the unit is properly leveled; customer confirmed it is level.

5. Error Codes: Inquired about any error codes or leaks; customer reported none.

6. Drum Test: Confirmed customer turned the drum by hand; noise still present.

7. Spacing Check: Asked about spacing around the unit; customer confirmed proper spacing.

8. Parking Permit: Inquired about parking permit requirements; customer confirmed none needed.

9. Account Verification: Collected additional account information for documentation.

[Final Resolution]

• Customer to send video of the noise. Further investigation needed based on video review. [Service Notes]
• N/A [Executive Summary] Customer reported a scraping noise from the washing machine during the spin cycle, more noticeable today. The agent confirmed the issue and requested a video for further analysis. The customer has performed some self-troubleshooting, including checking for metal objects and testing the drum by hand. The unit is under warranty until 2029, and no error codes or leaks were reported. Next steps involve reviewing the video once received.

[AI Summary]

[Contact Reason]

• Customer reports a noise from the washing machine during the spin cycle. [Product Symptom]

• Symptom: Scraping noise during spin cycle. Noise persists even when the drum is spun manually after emptying.
• Timeline/Duration: Occurred once or twice before, more noticeable today.
• Environment: Not Specified.
• Self-troubleshooting: Customer tested the drum by hand; noise still present.
• History: Under warranty until 2029; repaired last year. [Agent Solutions]

1. Verify Issue: Confirmed the noise is a scraping sound.

2. Check for Metal Objects: Inquired if laundry contained metal items; customer confirmed none present.

3. Leveling Check: Asked if the unit is properly leveled; customer confirmed it is level and not vibrating.

4. Error Codes: Inquired about any error codes or leaks; customer reported none.

5. Spacing Check: Confirmed proper spacing around the unit; customer confirmed adequate spacing.

6. Request Video: Requested a short video of the noise during operation; customer agreed to send after the cycle completes.

7. Warranty Confirmation: Confirmed extended warranty coverage for repairs.

8. Documentation: Collected customer information for documentation purposes.

9. Repair Scheduling: Informed customer that repair will be scheduled after receiving the video.

[Final Resolution]

• Customer to send a video of the noise. Repair will be scheduled upon receipt of the video. Engineer will contact customer within two business days. [Service Notes]
• N/A [Executive Summary] The customer reported a scraping noise from the washing machine during the spin cycle, which has occurred intermittently but is more noticeable today. The agent confirmed the issue and conducted a series of checks, including verifying the absence of metal objects and ensuring the unit is level. The customer agreed to send a video of the noise for further assessment. The agent confirmed the warranty coverage and informed the customer that a repair would be scheduled after receiving the video, with an engineer expected to contact the customer within two business days.

[Request] WILL BOOK

Surname : BAFFA

Mobile Number : 07766072267

Post Code : HP3 9GQ

1st Line of Address : 83 LANCASTER HOUSE, FROGMORE ROAD, HEMEL HEMPSTEAD, HP3 9GQ, GB

Email Address : rab70@hotmail.co.uk

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDAY any time after the 12:45 IN THE AFTERNOON. Because the customer is at work Customer also request if Pacifica can sent an email

08081896662 cruise line company [Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about a scheduled repair for a washer dryer. - Expressed frustration over communication issues with the repair service and inability to reschedule. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Appointment Confirmation: Confirmed the repair appointment with Pacifica is scheduled for September 30.

2. Rescheduling Attempt: Attempted to assist customer in rescheduling the appointment to Friday after 12:45 PM.

3. Communication Issue Acknowledgment: Acknowledged the customer's concerns regarding poor communication with the subcontracted repair service.

[Final Resolution]

• Customer requested to reschedule the repair for Friday after 12:45 PM. - Agent confirmed the current appointment but noted the customer's preference for a different time. [Service Notes]
• Customer expressed urgency due to work commitments and financial implications of waiting for the repair. - Previous communication with the engineer was noted but lacked follow-up. [Executive Summary] The customer contacted support regarding a scheduled repair for their washer dryer, expressing frustration over communication issues with the subcontracted repair service. The agent confirmed the appointment for September 30 and attempted to assist in rescheduling it to Friday after 12:45 PM. The customer emphasized the urgency of the situation due to work commitments and potential financial loss. The agent acknowledged the concerns but confirmed the existing appointment.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer inquiring about a scheduled repair for a washer dryer. Issues with communication and rescheduling with the repair service. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Appointment: Checked the scheduled repair date with Pacifica for September 30.

2. Request Rescheduling: Attempted to request a new appointment for Friday after 12:45 PM.

3. Confirm Email: Collected customer’s email for communication regarding the rescheduling.

4. Clarify Contact Number Issue: Addressed the incorrect contact number provided for Pacifica.

5. Explain Parts Policy: Informed customer that internal parts must be ordered by the engineer.

[Final Resolution]

• Requested rescheduling for repair on Friday after 12:45 PM. Agent to send confirmation email to customer and Pacifica. [Service Notes]
• Customer expressed frustration with communication issues and scheduling conflicts. Customer prefers to be updated via email rather than SMS. [Executive Summary] The customer contacted support regarding a scheduled repair for their washer dryer, expressing frustration over communication issues with the repair service. The agent verified the appointment and attempted to reschedule for a more convenient time. The customer provided their email for updates, and the agent clarified that internal parts must be ordered by the engineer. The resolution involved requesting a new appointment for Friday after 12:45 PM, with confirmation to be sent via email.

[Request] REQUEST TO SEND AN EMAIL TO ASC

CNU250926397947

Surname : LEGGE

Mobile Number : 01472824915 / 07597900066

Post Code : DN37 0JT

1st Line of Address : 16 Laburnum Avenue, Waltham, GRIMSBY, DN37 0JT, GB

Email Address : gnw3711@hotmail.co.uk

Model # : F4X1009NWK.AGWQPUK

Serial # : 501PNAJAJ568

DOP : 20/09/2025

Retailer : JOHN LEWIS

[Customer Issues] WARRANTY WASHER

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer wants to register a new LG washing machine for a five-year warranty. Unable to complete registration online due to a members-only page. [Product Symptom]
• Symptom: Difficulty registering the washing machine for the extended warranty online. - Timeline/Duration: Recently purchased, attempted registration shortly after purchase. - Environment: Not Specified. - Self-troubleshooting: Attempted online registration. - History: Purchased one week ago from John Lewis. [Agent Solutions]

1. Verify Model Number: Confirmed model number as F4X1009NWK.

2. Confirm Purchase Date: Verified purchase date as September 20, 2025.

3. Request Serial Number: Collected serial number 501PN8JA568.

4. Create Account: Collected customer surname, mobile number, postcode, address, and email for account creation.

5. Confirm Consent: Asked customer for consent to receive communications and surveys, both confirmed as yes.

6. Register Product: Initiated registration process, informed customer of confirmation timeline (10-14 weeks via email and SMS).

[Final Resolution]

• Product registration initiated. Confirmation will be sent via email and SMS within 10-14 weeks. [Service Notes]
• N/A. [Executive Summary] The customer contacted support to register a new LG washing machine for a five-year warranty but faced issues with the online registration process. The agent assisted by verifying the model number, purchase date, and collecting necessary personal information for account creation. The registration was initiated, and the customer was informed that confirmation would be sent within 10-14 weeks. No additional service notes were required.

[AI Summary]

[Contact Reason]

• Customer wants to register a new LG washing machine for a five-year warranty. Unable to complete online registration due to a members-only page. [Product Symptom]
• Symptom: Difficulty registering the washing machine for the extended warranty online. - Timeline/Duration: Recently purchased, one week ago. - Environment: Not Specified. - Self-troubleshooting: Attempted online registration. - History: Purchased from John Lewis on September 20, 2025. [Agent Solutions]

1. Verify Model Number: Confirmed model number as F4X1009NWK.

2. Confirm Purchase Date: Verified purchase date as September 20, 2025.

3. Request Serial Number: Collected serial number 501PN8JA568.

4. Create Account: Gathered customer surname, mobile number, postcode, address, and email for account creation.

5. Confirm Consent: Asked customer for consent to receive communications via email and SMS; both confirmed.

6. Register Warranty: Completed warranty registration; informed customer of SMS confirmation.

7. Provide Registration Timeline: Explained that the warranty certificate will be sent within 10 to 14 weeks.

[Final Resolution]

• Warranty registration completed. Customer will receive SMS confirmation. Certificate to arrive in 10 to 14 weeks. [Service Notes]
• N/A [Executive Summary]
• Customer contacted support to register a new LG washing machine for a five-year warranty due to issues with online registration. The agent verified the model, purchase date, and collected necessary personal information to create an account. The warranty registration was successfully completed, and the customer was informed about the SMS confirmation and expected timeline for receiving the warranty certificate. No additional issues were reported during the call.

[Request] DONE REGISTRATION, SMS AND TASK

CNU250926398199

Surname : JUKES / WILLIAMS

Mobile Number : 07983704849 / 07941322003

Post Code : BN14 9PG

1st Line of Address : 1 Gorse Avenue, WORTHING, BN14 9PG, GB

Email Address : timjukes@gmail.com

Model # : FWV796WTSE.ABWQPUK

Serial # : 102PNAJ2P600

DOP : 14/07/2021

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] WASHER CNU250926396522

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer requesting authorization for partner to access account details related to a washing machine order. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verification of Account: Agent confirmed the customer's name and email address associated with the account.

2. Authorization Confirmation: Agent confirmed that the customer is authorized to access the account and that the partner can perform necessary actions.

3. Documentation of Authorization: Agent noted the authorization in the system for future reference.

[Final Resolution]

• Authorization granted for partner to access account. Customer informed that both parties have access to the account. [Service Notes]
• N/A [Executive Summary] The customer contacted support to authorize their partner to access account details for a washing machine order. The agent verified the customer's information and confirmed that the customer is authorized to access the account. The agent documented the authorization in the system, ensuring that the partner can perform necessary actions. The call concluded with the customer satisfied that the authorization was successfully granted.

[AI Summary]

[Contact Reason]

• Customer requesting authorization for partner to access account details related to a washing machine order. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verification of Account: Agent confirmed customer’s name and email address associated with the account.

2. Authorization Confirmation: Agent confirmed that the customer is authorized to access the account.

3. Information Update: Agent noted that the partner can authorize actions on the account.

[Final Resolution]

• Authorization granted for partner to access account. Customer informed that both can manage the account. [Service Notes]
• N/A [Executive Summary] The customer contacted support to authorize their partner to access account details for a washing machine order. The agent verified the customer's information and confirmed that the customer is authorized to access the account. The agent assured the customer that their partner could also manage the account. The call concluded with the customer satisfied with the resolution.

[Request]

Surname :

Mobile Number : 07966017143

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP : DELIVERED THIS MORNING 26/09/2025 PURCHASED 25/09 UAFTERNOOBN

Retailer : CURRYS

[Customer Issues] WASHER CUSTOMER INSTALLED THE UNIT NO PROBLEMAT THE PLUMBING THE

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about an issue with a newly purchased LG washing machine. [Product Symptom]

• Symptom: Water running down the inside of the rubber door seal, not flowing through the detergent drawer.
• Timeline/Duration: Issue occurred immediately after installation.
• Environment: Not Specified.
• Self-troubleshooting: Customer checked for visible damage and ensured proper plumbing connections.
• History: Washing machine purchased yesterday, delivered today. [Agent Solutions]

1. Verify Purchase Date: Confirmed purchase was made yesterday afternoon.

2. Check for Visible Damage: Customer reported no visible damage to the unit.

3. Inlet Hose Connection: Inquired about the connection of the inlet hose; customer confirmed it was connected properly.

4. Advise on Replacement: Suggested contacting the retailer for a replacement due to the fault.

[Final Resolution]

• Customer advised to contact the retailer for a replacement of the washing machine due to the reported issue. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a newly purchased LG washing machine that was delivering water down the inside of the rubber door seal instead of through the detergent drawer. The agent confirmed the purchase date and checked for visible damage, which was not present. The customer ensured proper plumbing connections were made. The agent advised the customer to contact the retailer for a replacement due to the fault. No further troubleshooting steps were taken as the issue warranted a replacement.

[AI Summary]

[Contact Reason]

• Customer inquiring about an issue with a newly purchased LG washing machine. Water leaking from the door rubber instead of flowing through the drawer. [Product Symptom]

• Symptom: Water running down the inside of the rubber door seal, not flowing through the detergent drawer.
• Timeline/Duration: Issue occurred immediately after installation.
• Environment: Not Specified.
• Self-troubleshooting: Customer checked for visible damage and ensured proper plumbing connections.
• History: Washing machine purchased yesterday, delivered today. [Agent Solutions]

1. Verify Purchase Date: Confirmed purchase was made yesterday afternoon.

2. Check for Visible Damage: Customer reported no visible damage to the unit.

3. Inlet Hose Connection: Inlet hose connected properly at the back of the machine; waste pipe connected under the sink.

4. Advise on Replacement: Suggested contacting the retailer for a replacement due to the fault.

[Final Resolution]

• Customer advised to call the retailer for a replacement of the washing machine due to the water leakage issue. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a water leakage issue with a newly purchased LG washing machine, which was delivered today. The agent confirmed the purchase date and checked for visible damage, finding none. The customer ensured proper connections for the inlet and waste hoses. The agent advised the customer to contact the retailer for a replacement due to the fault, as water was leaking from the door seal instead of flowing through the drawer. The customer agreed to follow up with the retailer.

[Request]

CNU250926398820

Surname : MEDCALF

Mobile Number : 01512288350 / 07854868398

Post Code : L12 8RD

1st Line of Address :

Email Address : medcalfg@googlemail.com

Model # : F2Y509WBLN1

Serial # : 506PNGXD9287

DOP : 24/09 ORDERED 26/09 DELIVERED

Retailer : EBAY / AO

[Customer Issues] WARRANTY CUSTOMER IS ON THEIR 80S

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer contacting to activate the guarantee for LG washing machine. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Model Number Request: Requested the model number of the washing machine.

2. Purchase Date Confirmation: Confirmed the purchase date as September 24 and delivery date as September 26.

3. Store Inquiry: Asked for the name of the store where the washing machine was purchased.

4. Serial Number Request: Requested the serial number of the washing machine.

5. Serial Number Guidance: Instructed customer to check inside the door for the serial number sticker.

6. Serial Number Verification: Assisted customer in identifying the serial number through a detailed description.

7. Account Creation: Requested customer’s surname for account creation.

8. Confirmation Code Generation: Provided a confirmation code for the guarantee registration.

9. Contact Information Verification: Verified customer’s mobile number, postcode, address, and email address.

10. Consent for Communication: Asked for customer consent to receive communications regarding goods and services and satisfaction surveys.

[Final Resolution]

• Guarantee activated with confirmation code provided. Customer information successfully registered. [Service Notes]
• Customer expressed difficulty in reading small print due to age-related vision issues. [Executive Summary]
• Customer contacted to activate the guarantee for an LG washing machine purchased on September 24 and delivered on September 26. The agent guided the customer through providing the model and serial numbers, assisted in verifying the information, and created an account for guarantee registration. The customer’s contact information was verified, and consent for future communications was obtained. The guarantee was successfully activated with a confirmation code provided.

[AI Summary]

[Contact Reason]

• Customer contacting to activate the guarantee for LG washing machine. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Model Number Request: Asked for the model number of the washing machine.

2. Purchase Date Confirmation: Confirmed the purchase date as September 24 and delivery date as September 26.

3. Store Inquiry: Inquired about the store where the washing machine was purchased, confirmed as AO on eBay.

4. Serial Number Request: Requested the serial number of the washing machine.

5. Serial Number Guidance: Provided instructions on where to find the serial number on the washing machine.

6. Serial Number Verification: Assisted customer in verifying the serial number, confirmed as 506BNGXB9287.

7. Account Creation: Asked for surname to create an account for guarantee registration.

8. Contact Information Collection: Collected mobile number, landline, postcode, address, and email address for account setup.

9. Consent for Communication: Asked for consent to contact via email and for satisfaction surveys.

10. Confirmation Code Provision: Provided confirmation code for the guarantee registration.

1

1. Reference Number Documentation: Gave the customer the reference number for the guarantee registration.

[Final Resolution]

• Guarantee activated with confirmation code provided. Customer will receive a certificate within 10 to 14 weeks. [Service Notes]
• Customer expressed difficulty in reading small print due to age-related vision issues. [Executive Summary]
• Customer contacted to activate the guarantee for an LG washing machine purchased on September 24 and delivered on September 26. The agent guided the customer through providing the model and serial numbers, confirmed the purchase from AO on eBay, and collected necessary contact information for account creation. A confirmation code was provided, and the customer was informed they would receive a certificate within 10 to 14 weeks. The customer faced challenges due to age-related vision issues, which were noted for future reference.

[Request] DONE REGISTER, SMS AND TASK

Surname :

Mobile Number : 01932331682

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] DROP CALL

[Request]

CNU250926400098

Surname : KANKANAMGE

Mobile Number : 07515916379

Post Code : NG13 8AT

1st Line of Address : 4-6 Nottingham Road, Bingham, NOTTINGHAM, NG13 8AT, GB

Email Address : sanjeewa677@gmail.com

Model # : FWY696WWLN1.ABWQPUK

Serial # : 307PNPD2T696

DOP : 01/01/2024

Retailer : CURRYS

[Customer Issues] WASHER

Fan has been replaced customer use wash and dry 1hr and 40mins left customer smell a burning smell

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about a recent repair on a washing machine. Reports issues after repair, including burning smell and smoke. [Product Symptom]

• Symptom: Burning smell and smoke coming from washing machine after recent repair.
• Timeline/Duration: Occurred after the repair; specific timing not detailed.
• Environment: Not Specified.
• Self-troubleshooting: Customer turned off the machine upon noticing smoke.
• History: Recent repair performed; fan assembly replaced. [Agent Solutions]

1. Verify Account: Agent requested customer’s surname and address for account verification.

2. Check Repair Status: Agent confirmed two jobs scheduled; one job completed.

3. Discuss Repair Details: Agent noted the fan assembly was replaced and acknowledged the burning smell and smoke issue.

4. Coordinate Further Support: Agent offered to check with support for further assistance.

[Final Resolution]

• Agent will coordinate with support for further investigation of the burning smell and smoke issue. [Service Notes]
• Recent repair involved fan assembly replacement. Customer reported safety concerns due to smoke and burning smell. [Executive Summary] The customer contacted support regarding issues with a washing machine following a recent repair. After the fan assembly was replaced, the customer experienced a burning smell and smoke during operation. The agent verified the account and discussed the repair details, acknowledging the customer's safety concerns. The agent will coordinate with support for further investigation into the issue.

[AI Summary]

[Contact Reason]

• Customer inquiring about a recent repair for a washing machine. Reports issues after a technician visit. [Product Symptom]

• Symptom: Burning smell and smoke coming from the washing machine during operation after a recent repair.
• Timeline/Duration: Occurred after the technician replaced the fan assembly; specific timing not detailed.
• Environment: Not Specified.
• Self-troubleshooting: Customer turned off the machine upon noticing smoke.
• History: Technician replaced the fan assembly due to previous issues; no additional repair history mentioned. [Agent Solutions]

1. Verify Repair Status: Agent checked the repair job status and confirmed two jobs were scheduled, but only one was completed.

2. Discuss Symptoms: Agent inquired about the burning smell and smoke after the repair.

3. Coordinate Further Assistance: Agent offered to check with support for further assistance regarding the burning smell issue.

[Final Resolution]

• Agent will coordinate with support for further assistance regarding the burning smell issue. Customer advised to wait for updates. [Service Notes]
• Technician replaced the fan assembly. Customer reported safety concerns due to smoke and burning smell. [Executive Summary] The customer contacted support regarding a washing machine that emitted a burning smell and smoke after a recent repair. The agent verified the repair status and discussed the symptoms with the customer. The agent coordinated with support for further assistance. The customer was advised to wait for updates regarding the issue.

[Request] DONE DOCU AND TASK

Surname : KANKANAMGE

Mobile Number : 07515916379

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] Emails customer service kitchen installed the delivery currys today after the

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports smoke coming from the unit. Concerned about safety and potential fire hazard. Requests urgent resolution. [Product Symptom]

• Symptom: Smoke and burning smell from the unit.
• Timeline/Duration: Occasional occurrence; customer has noticed smoke at different times.
• Environment: Not Specified.
• Self-troubleshooting: Customer checked the unit themselves.
• History: Previous engineer visit; fan replaced but issue persists. [Agent Solutions]

1. Acknowledgment: Agent acknowledged the customer's concern about smoke and safety.

2. Repair Process Explanation: Explained the need for an engineer to inspect the unit before alternative resolutions can be considered.

3. Appointment Scheduling: Agent confirmed that the repair department would book an appointment for inspection.

4. Priority Booking: Noted that the customer is in a priority city, and the repair department would handle the booking.

5. Appointment Timing: Informed the customer that the earliest appointment would be on Monday, which the customer found unacceptable.

6. Alternative Contact Offer: Offered to provide contact information for the authorized service center if the customer wanted immediate assistance.

[Final Resolution]

• Appointment scheduled for Monday. Customer expressed dissatisfaction with the wait time and urgency of the situation. Agent offered alternative contact information but customer declined. [Service Notes]
• Customer is concerned about safety due to smoke from the unit. Previous repair attempts have not resolved the issue. Urgent attention required due to potential fire hazard. [Executive Summary] The customer contacted support regarding smoke and burning smells from their unit, expressing urgent safety concerns. The agent explained the repair process and scheduled an inspection for Monday, which the customer found unacceptable due to the urgency of the situation. The customer has previously experienced issues with the unit, including a fan replacement that did not resolve the problem. The agent offered alternative contact information for immediate assistance, but the customer declined.

[AI Summary]

[Contact Reason]

• Customer experiencing smoke coming from the unit. Requesting urgent assistance due to safety concerns. [Product Symptom]

• Symptom: Smoke and burning smell from the unit.
• Timeline/Duration: Issue started after a recent repair; occurred intermittently.
• Environment: Located in the kitchen.
• Self-troubleshooting: Customer checked the unit and noticed smoke.
• History: Unit under warranty; previous repair involved fan replacement. [Agent Solutions]

1. Acknowledgment: Agent acknowledged the customer's concern regarding smoke and safety.

2. Repair Process Explanation: Explained the need for an engineer to inspect the unit before considering alternative resolutions.

3. Appointment Scheduling: Requested to book an appointment for an engineer to check the unit, with a tentative date set for Monday.

4. Urgency Addressed: Customer expressed urgency for a quicker appointment due to safety concerns; agent noted the priority booking process.

5. Alternative Contact Offer: Offered to provide contact information for authorized service centers if needed.

6. Email Request: Agreed to send an email summarizing the conversation and next steps.

7. Verification of Location: Confirmed the unit's location in the kitchen and who installed it.

8. Follow-up on Second Unit: Discussed the need to create a separate account for another unit but prioritized resolving the first issue first.

[Final Resolution]

• Appointment for engineer inspection scheduled for Monday. Email summary of the conversation to be sent. Customer advised to wait for the engineer's assessment before considering further actions. [Service Notes]
• Customer expressed significant concern about safety due to smoke. Urgent need for resolution highlighted. Previous repair history noted, including fan replacement. Customer has another unit requiring attention but prefers to resolve the current issue first. [Executive Summary] The customer contacted support regarding smoke and burning smells from their washing machine, expressing urgent safety concerns. The agent explained the repair process and scheduled an engineer visit for Monday, while also agreeing to send an email summarizing the conversation. The customer emphasized the need for a quicker resolution due to safety issues and mentioned a second unit requiring service. The agent confirmed the unit's location and installation details, prioritizing the current issue before addressing the second unit.

[Request] PL

Surname :

Mobile Number : 0879454827

Post Code :

1st Line of Address :

Email Address :

Model # : GSXV90BSA

Serial # :

DOP :

Retailer :

[Customer Issues] AMERICAN FRIDGE INSTAVIEW PLUMMED IN

GSXE91BSAD - GSGV80PYLL - NO DOOR IN DOOR - PLUMBED IN GSXV80PZLE - YES DOOR IN DOOR -

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about plumbed American fridge freezers. Interested in models with plumbing for water and ice dispensers. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Model Verification: Agent confirmed the customer's preferred model GSX90BSA is discontinued.

2. Alternative Model Search: Agent searched for available plumbed models.

3. Model Identification: Agent identified a plumbed model GSX8B80LE, confirmed it does not have a door-in-door feature.

4. Style Inquiry: Agent clarified customer preference for chrome or silver finish.

5. Budget Discussion: Customer indicated a budget around £2,000.

6. Additional Model Information: Agent provided details on shiny steel finish versus silver.

[Final Resolution]

• Agent provided information on available plumbed models. Customer considering options. Further assistance offered if needed. [Service Notes]
• Customer prefers a plumbed fridge with water and ice dispensers. Budget around £2,000. Interested in chrome or silver finish. [Executive Summary] The customer contacted support to inquire about plumbed American fridge freezers, specifically looking for models with water and ice dispensers. The agent confirmed the preferred model was discontinued and searched for alternatives, identifying a plumbed model without a door-in-door feature. The customer expressed a budget of around £2,000 and a preference for a chrome or silver finish. The agent provided relevant information and offered further assistance if needed.

[AI Summary]

[Contact Reason]

• Customer inquiring about plumbed American fridge freezers. Interested in specific models and features. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Model Verification: Agent confirmed the customer's preferred model (GSX 90BSA) is discontinued.

2. Alternative Model Search: Agent searched for available plumbed models and identified a suitable option.

3. Feature Explanation: Agent explained the difference between models with and without door-in-door features.

4. Color Options Discussion: Agent discussed color preferences (chrome/silver) and differences between shiny steel and brushed steel.

5. Filter Maintenance Information: Agent provided details on filter replacement for plumbed models and maintenance for non-plumbed models.

6. Customer Inquiry Handling: Agent addressed customer questions about ordering and stock availability.

[Final Resolution]

• Customer informed about discontinued model. Alternative plumbed models suggested. Customer to review options and call back for further assistance. [Service Notes]
• Customer interested in features of plumbed models, specifically water and ice dispensers. Budget around £2,000 mentioned. [Executive Summary] The customer contacted support to inquire about plumbed American fridge freezers, specifically a discontinued model. The agent verified the model's status and suggested alternatives while explaining features such as door-in-door and color options. The customer was informed about filter maintenance for plumbed models and the differences between shiny and brushed steel finishes. The customer plans to review the options and will call back for further assistance.

[Request] SPECIFICATIONS OF THE PRODUCTS ONLY

CNU250926401288

Surname : JENNY THOMSON

Mobile Number : 01829770178 / 07588131598

Post Code : CH3 9HA

1st Line of Address :

Email Address : jennyt770178@btinternet.com

Model # : FWY706GBTN1.AMBQPUK

Serial # : 506PNQE7X372

DOP : 30/08/2025 ordered / delivered 26/09/2025

Retailer : CURRYS

[Customer Issues] WASHER DRYER

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquired about insuring a newly delivered LG washer dryer with the LG protection policy. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Email Address: Agent confirmed the customer's email address as jennyT770178@btinternet.com.

2. Check Registration Status: Agent checked the system and found the product not registered.

3. Confirm Product Registration: Agent noted the customer received an email confirming registration but it was not reflected in the system.

4. Request Serial Number: Agent requested the serial number of the washer dryer for verification.

5. Update Registration Information: Agent noted the purchase date as August 30 and delivery date as today.

6. Confirm Customer Details: Agent verified customer name, mobile number, postcode, and address.

7. Document Customer Preferences: Agent asked if the customer was okay with receiving emails and satisfaction surveys, which the customer confirmed.

8. Finalize Documentation: Agent documented all information for registration and promised to send a confirmation.

[Final Resolution]

• Registration information documented. Confirmation to be sent to the customer. [Service Notes]
• Product purchased on August 30, delivered today. Customer satisfied with the product. [Executive Summary] The customer contacted support to insure a newly delivered LG washer dryer with the LG protection policy. The agent verified the customer's email and found the product registration was not reflected in the system despite the customer receiving a confirmation email. The agent collected necessary details, including the serial number, purchase, and delivery dates, and confirmed customer preferences for communication. All information was documented for registration, and the agent will send a confirmation to the customer.

[AI Summary]

[Contact Reason]

• Customer inquired about insuring a newly delivered LG washer dryer with the LG protection policy. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Email Verification: Verified customer's email address as jennyT770178@btinternet.com.

2. Registration Check: Confirmed that the product registration was not found in the system despite customer receiving an email confirmation.

3. Serial Number Verification: Customer provided the serial number, which was also not found in the system.

4. Warranty Information: Explained that the registration might only cover a standard two-year warranty.

5. Extended Warranty Process: Noted that the customer’s information would be forwarded to the extended warranty department for manual processing.

6. Purchase Confirmation: Verified purchase date as August 30 and delivery date as today.

7. Customer Information Update: Collected and confirmed customer’s name, address, and mobile number for the warranty registration.

8. Confirmation Reference: Provided a reference number for warranty registration and informed the customer about the confirmation email to be received within 10-14 weeks.

9. LG Protection Policy Inquiry: Explained that the standard warranty does not cover accidental damage and that the customer would need to pay for repairs not covered under warranty.

10. Insurance Inquiry: Informed the customer that LG does not sell warranties directly and suggested contacting their own insurance company for coverage.

[Final Resolution]

• Customer's warranty registration noted for processing. Customer informed about the standard warranty and advised to seek insurance coverage through their own provider. Confirmation reference number provided. [Service Notes]
• Customer recently moved and had alterations done to their kitchen. [Executive Summary]
• Customer contacted regarding insuring a newly delivered LG washer dryer. The agent verified the customer's email and checked the product registration, which was not found in the system despite an email confirmation. The agent explained the standard two-year warranty and the process for extended warranty registration. A reference number was provided for future confirmation. The customer was advised to seek insurance coverage through their own provider as LG does not sell warranties directly.

[Request]

Surname :

Mobile Number :

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] 65 inch teli doesnt work

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer requesting repair service for a television under warranty. [Product Symptom]

• Symptom: Television not working; no sound or buzzer.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased in 2021; warranty status mentioned as five years. [Agent Solutions]

1. Verify Warranty: Confirmed warranty status for the television.

2. Schedule Repair: Arranged for repair service as requested by the customer.

[Final Resolution]

• Repair service scheduled for the television under warranty. [Service Notes]
• N/A. [Executive Summary] The customer contacted LG customer service to request a repair for their television, which is not functioning and has no sound. The television was purchased in 2021 and is under a five-year warranty. The agent confirmed the warranty status and scheduled a repair service as requested. No additional troubleshooting steps were taken during the call.

[AI Summary]

[Contact Reason]

• Customer requesting repair for LG television. Warranty status mentioned. [Product Symptom]

• Symptom: Television not working; no buzzer sound.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased in 2021; warranty for one year, now requesting repair under five-year warranty. [Agent Solutions]

1. Transfer to Television Department: Customer transferred to the appropriate department for television repair assistance.

[Final Resolution]

• Customer transferred to television department for further assistance. [Service Notes]
• N/A. [Executive Summary] The customer contacted LG customer service to request a repair for their LG television, which is not functioning and has no buzzer sound. The television was purchased in 2021 and is under a five-year warranty. The initial agent transferred the customer to the television department for specialized assistance. The transfer was completed to ensure the customer receives the necessary support for the repair.

[Request] TRANSFERRED TO HE THE SYMPTOMS CAME OUT AFTER I TRANSFERRED

CNU250926401602

Surname : VALIUKAITE

Mobile Number : 07703356689

Post Code : M19 1HF

1st Line of Address : 7 Ascot Parade, MANCHESTER, M19 1HF, GB

Email Address : greta.valiukaite@hotmail.co.uk

Model # : F4Y513WWLN1.ABWQPUK

Serial # : 404PNTF17105

DOP : 21/07/2024

Retailer : JOHN LEWIS

[Customer Issues] WASHER CLOTHES COME OUT DIRTY A FEW WEEKS

No error codes. No leakage. Unit is properly leveled. Customer tried every loads as possible however clothes still came out dirty. Customer used the tub clean once a week. Cleaned the dispenser drawer once a month. Cleaned the filter. Gasket doesn't any visible damage or black moulds in it. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer contacted for repair arrangement of a washing machine that is not cleaning clothes properly. [Product Symptom]

• Symptom: Clothes coming out dirty after washing; not being cleaned effectively.
• Timeline/Duration: Issue has been occurring for a few weeks.
• Environment: Not Specified.
• Self-troubleshooting: Tried different load sizes (less, normal, overloaded) without improvement.
• History: Purchased in July 2020; first contact with LG for this issue. [Agent Solutions]

1. Verify Issue: Confirmed that clothes are not coming out clean after washing.

2. Check Error Codes: No error codes or unusual noises reported.

3. Level Check: Confirmed the unit is properly leveled and not rocking during operation.

4. Load Size Inquiry: Customer has tried various load sizes with no change in performance.

5. Maintenance Check: Customer cleans the top of the washer weekly and the dispenser drawer monthly.

6. Filter Check: Customer cleans the filter at the bottom front simultaneously with the dispenser.

7. Gasket Inspection: No visible damage or mold found on the door gasket.

8. Create Account: Agent created an account for the customer for repair tracking.

9. Schedule Repair: Agent informed customer that the repair department will book the unit on Monday.

10. Priority Job Note: Noted that the customer is from a priority city for expedited service.

[Final Resolution]

• Repair service scheduled for Monday; customer will be contacted by engineers within two business days for a specific visit date. [Service Notes]
• Customer's washing machine is still under warranty. - No parking permit required for technician visit. - Customer requested the earliest possible appointment. [Executive Summary] The customer contacted support regarding a washing machine that is not cleaning clothes properly. The agent performed troubleshooting steps, confirming no error codes and that the unit is properly maintained and leveled. An account was created for the customer, and a repair service was scheduled for Monday, with engineers expected to contact the customer within two business days. The customer's washing machine remains under warranty, and no parking permit is needed for the technician's visit.

[AI Summary]

[Contact Reason]

• Customer contacted for repair arrangement of a washing machine that is not functioning properly. [Product Symptom]

• Symptom: Clothes coming out dirty after washing; not being cleaned properly.
• Timeline/Duration: Issue has been occurring for a few weeks.
• Environment: Not Specified.
• Self-troubleshooting: Tried different load sizes (less, normal, overloaded).
• History: Purchased in July 2020. [Agent Solutions]

1. Verify Issue: Confirmed that clothes are not coming out clean.

2. Check Error Codes: No error codes reported by the customer.

3. Level Check: Confirmed the unit is properly leveled and not rocking during wash.

4. Load Size Inquiry: Customer has tried various load sizes with no improvement.

5. Maintenance Check: Customer uses top clean once a week and cleans dispenser drawer once a month.

6. Filter Check: No signs of black mold in the filter.

7. Gasket Inspection: No visible damage or mold on the door gasket.

8. Account Creation: Created an account for the customer for repair assistance.

9. Schedule Repair: Informed customer that repair department will book the unit on Monday.

[Final Resolution]

• Repair service scheduled for Monday. Customer will be contacted by engineers within two business days for specific visit date. [Service Notes]
• Customer is from a priority city. [Executive Summary] The customer reported that their washing machine is not cleaning clothes properly, with the issue persisting for a few weeks. The agent verified the problem, checked for error codes, and confirmed maintenance practices. An account was created for the customer, and a repair service is scheduled for Monday, with engineers expected to contact the customer within two business days for further arrangements.

[Request] DONE TAGGED TO WG TEMP AND TASK

CNU250926401858

Surname : KYLE

Mobile Number : 07795215174

Post Code : G74 2JL

1st Line of Address : 24 Glen Falloch, East Kilbride, GLASGOW, G74 2JL, GB

Email Address : jackiekyle@hotmail.com

Model # : F4X7009TWB.AGWQPUK

Serial # : 408PNNA79111

DOP : 15/02/2025

Retailer : JOHN LEWIS

[Customer Issues] JOHN LEWIS WASHER NOISE ON SPIN VIBRATING NOISE Unit is properly leveled. No error codes. No leakage. Customer is putting normal loads on a wash. Cleaned the filter. Unit has a proper spacing in the sides and at the back. Issue persists.

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

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports LG washing machine making a lot of noise and shaking during operation. Requesting to arrange an engineer visit. [Product Symptom]

• Symptom: Rattling noise, excessive shaking, and vibrating during operation.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Not Specified. [Agent Solutions]

1. Verify Customer Information: Collected customer’s mobile number, postcode, first line of address, and email address.

2. Check Account Status: Confirmed customer does not have an account.

3. Request Serial Number: Informed that the serial number is needed to book the service. Suggested customer provide the serial number.

[Final Resolution]

• Customer to provide the washing machine's serial number for booking the engineer visit. [Service Notes]
• N/A. [Executive Summary] The customer contacted support regarding an LG washing machine that is making a rattling noise and shaking during operation. The agent collected necessary customer information but noted that the customer does not have an account. The agent informed the customer that the serial number of the washing machine is required to proceed with booking an engineer. The customer will provide the serial number for further action.

[AI Summary]

[Contact Reason]

• Customer reports LG washing machine making a loud rattling noise and shaking during operation. Requesting to arrange an engineer visit. [Product Symptom]

• Symptom: Loud rattling noise, shaking, and vibrations during operation.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased on February 15 last year from John Lewis. [Agent Solutions]

1. Verify Customer Information: Collected customer’s mobile number, email address, and address details.

2. Request Serial Number: Informed customer that the serial number is needed to book the service.

3. Confirm Serial Number: Customer provided serial number 408PNNA7911

5. Confirm Purchase Date: Verified purchase date as February 15 of the previous year.

6. Document Noise Issue: Asked customer to describe the noise, confirmed it as loud and shaking.

7. Check Leveling: Confirmed that the washing machine is properly leveled.

8. Check for Error Codes: Customer reported no error codes present.

9. Check Load Size: Customer indicated normal load size, less than 9 kg.

10. Check Filter Maintenance: Customer confirmed the filter has been cleaned.

11. Confirm Spacing: Verified that the unit has proper spacing around it.

1

1. Confirm Parking Permit: Customer confirmed no parking permit is needed.

2. Request Video Evidence: Customer attempted to provide a video of the noise but faced file size limitations.

3. Document Customer Preferences: Collected customer’s preferences regarding contact for goods and services and satisfaction surveys.

4. Schedule Engineer Visit: Booked the service and informed customer they would be contacted within two business days.

[Final Resolution]

• Service booked for washing machine noise issue. Customer will receive a reference number via SMS. Engineer will contact within two business days for appointment scheduling. [Service Notes]
• Customer requested the soonest appointment for repair. [Executive Summary] The customer contacted support regarding an LG washing machine that is making a loud rattling noise and shaking during operation. The agent collected necessary customer information and confirmed the serial number and purchase date. Several troubleshooting steps were taken, including verifying the machine's leveling, load size, and filter maintenance. The agent successfully scheduled an engineer visit, assuring the customer that they would be contacted within two business days for the appointment. The customer expressed a preference for a prompt service.

[Request] WILL BOOK

Surname :

Mobile Number : 02088798594

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] tv

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about picture quality and color issues with a new 65-inch LG television. [Product Symptom]

• Symptom: Poor picture quality and color on new television.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Previous television was a 55-inch LG, used for about 10 years, with better quality. [Agent Solutions]

1. Department Confirmation: Agent confirmed the call was directed to the wrong department, which handles washing machines and refrigerators.

2. Transfer Suggestion: Agent suggested the customer contact the appropriate department for television inquiries.

[Final Resolution]

• Customer advised to contact the correct department for assistance with television issues. [Service Notes]
• N/A. [Executive Summary] The customer contacted support regarding poor picture quality and color on a new 65-inch LG television, expressing dissatisfaction compared to an older 55-inch model. The agent identified that the call was misdirected to the wrong department, which does not handle television inquiries. The customer was advised to reach out to the appropriate department for further assistance. No troubleshooting steps were taken as the issue was related to department misdirection.

[Request]

CNU250926402158

Surname : STALLARD

Mobile Number : 07411219072

Post Code : SW1V 2LF

1st Line of Address : FLAT 2, MORGAN HOUSE, 57 VAUXHALL BRIDGE ROAD LONDON, SW1V 2LF, GB

Email Address :

Model # : FWY706WWTN1.ABWQPUK

Serial # : 507PNVZBU231

DOP : 22/09/2025

Retailer : LG ELECTRONICS

[Customer Issues] there's at least 2 or more millimeter gap on the exterior of her unit. and as per checking its not normal because she compared it to her partners unit and it doesn't look like that.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer seeking assistance with washing machine drawer issue. [Product Symptom]

• Symptom: Washing machine drawer slightly separated; one corner connected, other corner not.
• Timeline/Duration: Four days old machine; issue noticed today.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Recently purchased, used for three cycles. [Agent Solutions]

1. Transfer Call: Customer transferred to agent for further assistance.

2. Clarification: Agent confirmed the issue with the dispenser drawer not being level.

3. Request for Evidence: Agent requested photos or video of the issue for verification by technical experts.

[Final Resolution]

• Awaiting customer to send photo or video for further assessment. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a separation issue with the washing machine drawer, which was noticed four days after purchase. The agent confirmed the issue and requested visual evidence for technical evaluation. The next step involves the customer sending a photo or video of the problem for further assessment. No additional troubleshooting steps were taken at this time.

[AI Summary]

[Contact Reason]

• Customer seeking assistance with washing machine drawer issue; drawer appears slightly separated. [Product Symptom]

• Symptom: Washing machine drawer not level; one corner connected, other corner separated by approximately 2 mm.
• Timeline/Duration: Four days old machine; issue noticed today.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Recently purchased, used for three cycles. [Agent Solutions]

1. Transfer Call: Customer transferred to agent for further assistance.

2. Clarification: Agent confirmed the issue with the washing machine drawer not being level.

3. Request for Evidence: Agent requested customer to send a photo or video of the issue for verification.

4. SMS Link: Agent provided an SMS link for the customer to upload the video.

5. Case Number: Agent informed customer about the need for a case number when sending the video.

[Final Resolution]

• Customer agreed to send a video of the washing machine drawer issue for further evaluation by technical experts. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a separation issue with the washing machine drawer, which was noticed four days after purchase. The agent confirmed the issue and requested a photo or video for technical evaluation. An SMS link was provided for the customer to upload the video, and the customer agreed to send it for further assessment. No additional troubleshooting steps were taken during the call.

[Request] WILL COORDINATE TO TECHS

CNU250926402494

Surname : COX

Mobile Number : 07429007196

Post Code : PA28 6EP

1st Line of Address : Seaside Cottage Low Askomil, CAMPBELTOWN, PA28 6EP, GB

Email Address : markcox88@hotmail.co.uk

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about the status of a washing machine repair. Engineer visited previously but no follow-up received. [Product Symptom]

• Symptom: Leakage under the unit. Previous report indicated something melted inside the machine, suspected electrical fault.

• Timeline/Duration: Issue reported after engineer visit on August 18. Ongoing leakage since then.

• Environment: Not Specified.

• Self-troubleshooting: Not Specified.

• History: Engineer visit on August 18; customer paid for service. [Agent Solutions]

1. Check Repair Status: Agent reviewed the repair history and confirmed the engineer's report.

2. Document Findings: Agent noted the leakage is due to a hole in the back of the heater.

3. Coordinate Next Steps: Agent indicated the need to determine the next steps for repair since the issue persists.

[Final Resolution]

• Agent will coordinate next steps for the repair of the washing machine due to ongoing leakage issue. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding the status of a washing machine repair, specifically about ongoing leakage issues after an engineer's visit on August 18. The agent confirmed the leakage was due to a hole in the heater and documented the findings. The agent will coordinate the next steps for the repair, as the issue has not been resolved. No additional troubleshooting steps were taken during the call.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer inquiring about the status of a washing machine repair and refund after an engineer visit. [Product Symptom]
• Symptom: Leakage under the unit; engineer reported a hole in the top heater. - Timeline/Duration: Issue reported after engineer visit on August 28; no resolution or repair completed. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Engineer visited on August 28; customer paid for the service but no repair was performed. [Agent Solutions]

1. Check Repair Status: Agent reviewed the engineer's report indicating a hole in the heater.

2. Confirm Repair Needs: Agent confirmed that the unit still has leakage and needs repair.

3. Coordinate with Repair Department: Agent contacted the repair department for next steps regarding the unit.

4. Discuss Refund Process: Agent explained the refund process for the service fee and noted that the drum is not covered under warranty.

5. Request Engineer's Report: Agent requested the full engineer's report for further review by technical experts.

6. Provide Case Number: Agent provided the customer with a case number for tracking the issue.

7. Set Follow-Up: Agent informed the customer that updates would be provided via SMS or call.

[Final Resolution]

• Agent will coordinate with technical experts for a full engineer's report. Customer will receive updates within two business days regarding the next steps and potential refund. [Service Notes]
• Customer expressed frustration over lack of communication and resolution regarding the washing machine issue. [Executive Summary] The customer contacted support regarding the unresolved leakage issue with their washing machine after an engineer's visit on August 28. The agent confirmed that the engineer reported a hole in the heater but did not perform repairs. The agent coordinated with the repair department and requested the full engineer's report for further review. A case number was provided for tracking, and the customer was informed that updates would be communicated within two business days. The customer expressed dissatisfaction with the service and lack of communication.

[Request] COORDINATING TO TECH

Surname :

Mobile Number : 02088798594 /

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer wants to register an LG TV. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Model Number Confirmation: Customer provided the model number as LG TV 75UR78.

[Final Resolution]

• Registration process initiated for the LG TV. [Service Notes]
• N/A [Executive Summary] Customer contacted LG customer service to register an LG TV. The agent confirmed the model number as LG TV 75UR78. The registration process was initiated. No technical issues were reported during the call.

[AI Summary]

[Contact Reason]

• Customer wants to register an LG TV. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Model Number Confirmation: Customer provided the model number as LG TV 75UR78.

[Final Resolution]

• Registration process initiated for the LG TV. [Service Notes]
• N/A [Executive Summary] Customer contacted LG customer service to register an LG TV. The agent confirmed the model number as LG TV 75UR78. The registration process was initiated. No technical issues were reported during the call.

[AI Summary]

[Contact Reason]

• Customer seeking assistance to register an LG television and connect to the appropriate department. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Identify Issue: Customer requested to register an LG television.

2. Model Confirmation: Customer provided model number 75UR78.

3. Transfer to Department: Agent informed customer about the need to transfer to the television department for further assistance.

[Final Resolution]

• Customer transferred to the appropriate department for registration assistance. [Service Notes]
• N/A [Executive Summary] The customer contacted LG customer service to register an LG television. The agent confirmed the model number and informed the customer about the need to transfer to a specialized department for television-related inquiries. The transfer was successfully executed to ensure the customer received the necessary assistance.

[Request] DONE TRANSFERRED TO HE NO SYMPTOMS FORGOT TO PUT THE PRODUCT BUT DID PRESS THE AI RECO AND SUBM,IT

Surname :

Mobile Number : 07394270768

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # : 509PWQTKB812

DOP : 19/10/2015

Retailer :

[Customer Issues] WASHER

P2015-10-19509PWQTKD812

cm called about the registration. had registered a tumbler dryer at the same time, seems not to have saved properly, but is now OOW. transferred to Browns as she has questions about her DVD player.

Restarted it.

[Consultation contents] P2015-10-19509PWQTKD812

cm called about the registration. had registered a tumbler dryer at the same time, seems not to have saved properly, but is now OOW. transferred to Browns as she has questions about her DVD player.

[AI Summary]

[Contact Reason]

• Customer experiencing issues with washing machine; unable to complete cycles, door cannot be opened, and receiving error message. [Product Symptom]

• Symptom: Washing machine displays error message "our failure. Please restart." Unable to drain or open the door.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Restarted the machine after 5 minutes; attempted to use different wash cycles.
• History: Purchased in 2015; registered with the company. [Agent Solutions]

1. Verify Smart Diagnosis: Instructed customer to use the Thinq app for diagnosis.

2. Confirm Serial Number: Customer provided serial number for verification.

3. Check Warranty Status: Agent confirmed washing machine is over 10 years old; warranty applicable only to motor part.

4. Discuss Motor Issue: Agent identified that the motor part may not be functioning, leading to the inability to open the door.

[Final Resolution]

• Customer advised on warranty limitations; further assistance required for motor issue and door access. [Service Notes]
• Washing machine is over 10 years old; warranty covers motor only. Customer has other registered products with the company. [Executive Summary] The customer reported issues with their washing machine, including an error message and inability to open the door. The agent guided the customer through using the Thinq app for diagnosis and verified the serial number. It was confirmed that the washing machine is over 10 years old, and the warranty only covers the motor part. The customer was informed about the limitations of the warranty and the need for further assistance regarding the motor issue and door access.

[AI Summary]

[Contact Reason]

• Customer experiencing issues with washing machine. Unable to drain or open the door. Error message indicates "our failure, please restart." [Product Symptom]

• Symptom: Washing machine not completing cycles, unable to drain, door cannot be opened. Error message displayed.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Restarted machine multiple times.
• History: Purchased in 2015, under a 10-year guarantee for the motor only. [Agent Solutions]

1. Verify Diagnosis: Customer asked to perform Smart Diagnosis using the app.

2. Confirm Serial Number: Customer provided serial number for verification.

3. Check Warranty Status: Agent confirmed washing machine is over 10 years old.

4. Explain Warranty Coverage: Agent explained that the 10-year guarantee covers only the motor, not labor for repairs.

[Final Resolution]

• Customer informed that the motor issue is covered, but labor costs are not. No further troubleshooting steps taken due to warranty limitations. [Service Notes]
• N/A [Executive Summary] Customer reported issues with washing machine not completing cycles and unable to drain or open the door. The agent verified the serial number and confirmed the washing machine is over 10 years old, with a warranty covering only the motor. The customer expressed dissatisfaction with the warranty limitations, particularly regarding labor costs for repairs. No further troubleshooting was performed due to warranty constraints.

[Request]