07/08 CALLS

RNU250807087954 CNU250807960743

Surname : MOHAMMED ILYAS

Mobile Number : 07510103111

Post Code : BD5 0JH

1st Line of Address : 7 WOODVILLE TERRACE BD5 0JH BRADFORD, YORKSHIRE, BD5 0JH, GB

Email Address : ltlily_121@yahoo.co.uk

Model # : F4V510WSE.ABWQPUK

Serial # : 112PNPD3Y720

DOP : 05/04/2022

Retailer : SONIC MEGASTORE LTD

[Customer Issues] loud noise and vibrating

07/08 B2C [ED] Called the customer; unable to answer, left VM . Please assist once they call back using this case. P2022-04-05112PNPD3Y720

[Customer] Mohammed ILYAS | BD5 0JH | null | BRADFORD | 7 WOODVILLE TERRACE BD5 0JH [Appointment Preferences] 1st Choice : null (null) 2nd Choice : null (null) 3rd Choice : null (null) [Customer Comments] The machine is shaking aggressively and making very loud noise when it is in use. You can feel the floor vibrating.

Telepresence: No Customer advised about Parking Permits: No Service Bulletin: DFZ202400035-03, DFZ202300146-02, DFZ202300077-02, DFZ202200036-01 Warranty Status: Extended LG Warranty Fault: Loud Vibration and banging noise Troubleshooting: Unit was not overloaded, nothing underneath the appliance that can make it slide, unit is levelled on tile floor, issue persist even on empty cycle, and unit havent changed its location since he installed it. Additional notes: P2022-04-05112PNPD3Y720. Please refer to the service bulletin of DFZ202400035-03, DFZ202300146-02, DFZ202300077-02, DFZ202200036-01 Email: ltlily_121@yahoo.co.uk Primary Number: 07862903050 Secondary Number: 07510103111 Retailer: SONIC MEGASTORE

Technical Info: https://csportal.lge.com/login['RNU250326025338', 'F4V510WSE.ABWQPUK', '112PNPD3Y720', 'Engineer note:Called atvthe customers property and replaced the door lock, tested ok as the old one was keeps clicking, then I didn't have the door seal that should off been ordered, then he said cancel repair, the customer is wanting a replacement washer;

Unit was not overloaded, nothing underneath the appliance that can make it slide, unit is levelled on tile floor, issue persist even on empty cycle, and unit haven't changed its location since he installed it.

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling regarding a washing machine that is shaking and making a loud noise during use, causing vibrations on the floor.

2. Customer Request: Customer seeks a resolution for the ongoing issue, specifically requesting a new service visit to address the persistent noise and vibration problems.

3. Agent Solution: Agent confirmed the previous service history and noted that parts were changed but the issue persists. The agent scheduled a new service visit to further investigate and resolve the problem, ensuring the customer that they would be taken care of.

4. Resolution Acceptance: Yes. The customer accepted the proposed solution of scheduling a new service visit, expressing concern about the long wait times for service.

5. Customer Pain Point: Customer is frustrated with the recurring issue of noise and vibration, especially after previous repairs were made that did not resolve the problem. They expressed dissatisfaction with the time taken for service appointments.

6. Notable Comments: Customer mentioned that the washing machine is used for normal loads and is properly leveled. They also noted that there is nothing underneath the appliance that could cause sliding or vibration.

[AI Summary]

1. Contact Reason: Customer is calling regarding a washing machine that is shaking and making loud noises during use, causing vibrations on the floor.

2. Customer Request: Customer seeks a repair appointment due to the ongoing issue, as previous repairs did not resolve the problem.

3. Agent Solution: Agent confirmed the issue and scheduled a new repair visit. The agent also checked previous service reports and noted that parts were replaced during the last visit. The agent will send a reference number via SMS and arrange for the engineer to contact the customer within two business days for scheduling.

4. Resolution Acceptance: Yes. The customer accepted the scheduled repair and appreciated the follow-up regarding the engineer's report.

5. Customer Pain Point: Customer expressed frustration over the recurring issue with the washing machine despite previous repairs and the lack of a detailed report on what parts were changed.

6. Notable Comments: Customer requested a copy of the engineer's report via email for documentation and expressed the need for clarity on the repairs performed during the last service visit.

[Request] DONE BOOKING

CNU250806951661 RNU250807088392

Surname : PHILLIPS

Mobile Number : 07399152030

Post Code : TS21 4DE

1st Line of Address : 15 Glebe Close, STOCKTON-ON-TEES, TS21 4DE, GB

Email Address : phillipsalan9@gmail.com

Model # : FDM309S.BPTQKUK

Serial # : 301STKM03973

DOP : 03/09/2023

Retailer : Appliance Electronics

[Customer Issues] Cleaned the filter. first engineer change the circuit board. second engineer flush the unit. Cleaned condenser. Venting system is not blocked or restricted. No error codes. Customer is using the cupboard dry level and they tried other settings. Issue persists.

No parking permit needed.

CUSTOMER WANTS HAVE A 2 HOURS SLOT

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling regarding a malfunctioning dryer that has been inspected by two engineers but continues to fail to dry clothes properly, despite being under warranty.

2. Customer Request: Customer requests a replacement dryer to be delivered as the current unit is not functioning and has been deemed unrepairable by the customer.

3. Agent Solution: Agent coordinated with technical support and reviewed the engineers' reports, which indicated no faults found. The agent suggested that the customer may need to consult an independent technician for a thorough diagnosis, as the internal reports did not support a replacement.

4. Resolution Acceptance: No. The customer did not accept the proposed solution, expressing frustration over the engineers' assessments and insisting on a new dryer due to ongoing issues.

5. Customer Pain Point: Customer is frustrated with the repeated visits from engineers who did not adequately diagnose the problem, resulting in lost time from work and ongoing inconvenience without a functioning dryer.

6. Notable Comments: Customer mentioned having experience in engineering and expressed dissatisfaction with the service quality, stating that the engineers did not perform thorough checks and that the unit has not worked properly for weeks.

[AI Summary]

1. Contact Reason: Customer is calling regarding a malfunctioning dryer that has been inspected by two engineers but continues to fail to dry clothes properly, despite being under warranty.

2. Customer Request: Customer is seeking a replacement dryer to be delivered as the current unit is not functioning and has not been repaired satisfactorily.

3. Agent Solution: Agent coordinated with technical support and documented the customer's issues. The agent explained that the engineers reported no faults found, but offered to schedule another visit with a request for a longer appointment slot to ensure thorough inspection.

4. Resolution Acceptance: No. The customer did not accept the proposed solution, expressing frustration over the engineers' previous visits and insisting on a new dryer if the issue persists.

5. Customer Pain Point: Customer is frustrated with the repeated failures of the dryer, the inadequate service from engineers, and the financial loss incurred from taking time off work for appointments.

6. Notable Comments: Customer emphasized the need for a top technician and a longer appointment duration to properly diagnose the issue, and expressed concern about potential job loss due to ongoing service disruptions.

[Request] DONE BOOKING

CNU250807962253

Surname : BOZDOGAN

Mobile Number : 07496361309

Post Code : IG6 3EH

1st Line of Address : 11 Burslem Avenue, ILFORD, IG6 3EH, GB

Email Address : sophsun83@gmail.com

Model # : FWV696WSE.ABWQWUK

Serial # : 207PWLUKL584

DOP : 30/07/2022

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] engineer came out today DENIS

[Consultation contents] [AI Summary]

1. Contact Reason: Customer called to inquire about the status of a repair report for his washing machine, which had issues with noise and vibration after a previous repair for a digital dial clock.

2. Customer Request: Customer seeks information on the next steps regarding the repair process and whether the washing machine will be repaired or replaced.

3. Agent Solution: Agent checked the system and confirmed that the engineer's report had not yet been received. The agent coordinated with the repair department, who indicated that they had sent an email to the authorized service center and were awaiting a response. The agent assured the customer that he would be contacted once the report was available.

4. Resolution Acceptance: No. The customer did not accept the solution as he was looking for a more immediate resolution regarding the repair timeline.

5. Customer Pain Point: Customer expressed frustration over the delay in receiving the engineer's report, emphasizing the urgency due to having two young children and needing to do laundry.

6. Notable Comments: Customer mentioned the inconvenience of the washing machine malfunctioning, highlighting the importance of a quick resolution for his family's needs.

[AI Summary]

1. Contact Reason: Customer is inquiring about the status of a repair report for his washing machine, which had a technician visit recently due to noise and vibration issues.

2. Customer Request: Customer seeks information on the next steps regarding the repair process and whether the washing machine will be repaired or replaced.

3. Agent Solution: Agent confirmed that the engineer's report has not yet been received but coordinated with the repair department. The agent informed the customer that the service center has been contacted and is awaiting a response, which will be communicated to the customer once available.

4. Resolution Acceptance: No. The customer did not accept a resolution as there was no immediate solution provided, only an update on the status of the report.

5. Customer Pain Point: Customer expressed frustration over the delay in receiving the engineer's report, emphasizing the urgency due to having two young children and needing to do laundry.

6. Notable Comments: Customer mentioned sending a video of the issue via email and requested timely updates, highlighting the importance of resolving the washing machine problem quickly for his family's needs.

[Request] DONE

CNU250804928485

Surname : BAILEY

Mobile Number : 07527662066

Post Code : CF83 1SY

1st Line of Address : 9 Haines Close, CAERPHILLY, CF83 1SY, GB

Email Address : lisa.bailey_9@hotmail.co.uk

Model # : F4V310WSE.ABWQPUK

Serial # : 110PWQTL4700

DOP : 30/12/2021

Retailer :

[Customer Issues]

[Consultation contents] RCS - MP

• email sent -please inform the customer that we cannot request the time. ASC replied: Customers cant request a time slot all appointments are all day appointments and they get a text the night before with a 3 hour ETA.

06/08 [DD] the customer called back. the customer's availability is on Monday/tuesday after 1pm.

06/08 RB- called the cx but routed to VM, if she will call just assess her and provide the ACS response regarding to the repair schedule.

[RP] - customer is clarifying if she will be charge by the engineer if she is not available today because she already requested for a mulitiple times to cancel the inspection because sje is not available today.

[Customer Issues] -she said that if we can send an email to ASC her availability this week is in the morning only until 12:00 pm only, if next week her availability is the in afternoon 1:00 pm onwards. -The customer called regarding to the cancelation of the repair because she will go to work tomorrow.
-The customer already ring the engineer to cancel the repair, she just wants to confirm it to cancel.

[AI Summary]

1. Contact Reason: Customer is calling to report a recurring noise issue with her washing machine that has returned after a brief absence, indicating a potential mechanical problem.

2. Customer Request: Customer seeks confirmation of the ongoing repair process and wants to ensure that the service technician is aware of the noise issue before their visit.

3. Agent Solution: Agent confirmed that the repair request is still active and that they are awaiting a response from the authorized service center. The agent noted the customer's request to ensure the machine is operational before the technician arrives.

4. Resolution Acceptance: Yes. The customer accepted the ongoing repair process and expressed no desire to cancel the service.

5. Customer Pain Point: Customer is frustrated by the persistent noise issue with the washing machine, which disrupts her laundry routine and indicates a potential malfunction.

6. Notable Comments: Customer mentioned she wants to ensure the machine is running when the technician arrives to demonstrate the noise issue, highlighting her proactive approach to resolving the problem.

[AI Summary]

1. Contact Reason: Customer is calling to express frustration about an engineer arriving for a scheduled repair despite having canceled the appointment multiple times due to work commitments.

2. Customer Request: Customer seeks confirmation that they will not be charged for the missed appointment and requests a follow-up via email or text regarding the situation.

3. Agent Solution: Agent checked the system and confirmed that the cancellation request was processed, but the job had already been assigned to the engineer. The agent promised to verify with the service department and send a confirmation message to the customer.

4. Resolution Acceptance: No. The customer could not stay on the call to confirm the resolution due to work obligations but requested a follow-up.

5. Customer Pain Point: Customer is frustrated by the lack of communication regarding the cancellation and the potential for being charged for a service they could not attend.

6. Notable Comments: Customer emphasized the urgency of their work schedule and requested a text or email confirmation to avoid any charges for the missed appointment.tomer POP received on 05-AUG-25

[AI Summary]

1. Contact Reason: Customer is calling regarding confusion about an engineer appointment for a washing machine repair, as she received conflicting messages about the appointment schedule.

2. Customer Request: Customer seeks clarification on the engineer's appointment and wants to ensure that the visit is scheduled for a time when she is available, specifically after 1:30 PM.

3. Agent Solution: Agent checked the appointment details and explained that all appointments are all-day slots. The agent offered to escalate the case to management for further assistance and to ensure the customer is contacted at a suitable time.

4. Resolution Acceptance: No. The customer expressed frustration and dissatisfaction with the service, stating that she has been trying to resolve this issue for two weeks without success.

5. Customer Pain Point: Customer is frustrated by the lack of communication and the inconvenience caused by the scheduling conflicts, which interfere with her work as a chef.

6. Notable Comments: Customer mentioned feeling stressed and unwell due to the ongoing issues and requested a callback on Saturday when she would be available to discuss the matter further.

[Request] DONE MAKING LEVEL 2

CNU250807962244

Surname : WARRAICH

Mobile Number : 07366319811

Post Code : WA5 8GA

1st Line of Address : 12 Dakota Drive, WARRINGTON, WA5 8GA, GB

Email Address : naurozej@gmail.com

Model # : F4C510WBTN1.ABWQPUK

Serial # : 505PNAJAW936

DOP : 24/07/2025

Retailer : CURRYS

[Customer Issues] BOUGHT WASHER
2 items of the same model ordered 31/07 04/08

[Consultation contents] [Customer Issues] -The customer called regarding to the issue of her washing machine, this is replacement to her 1st unit, the new unit was delivered yesterday, and the same issue is still occurring which is not spinning and not draining. -OE error code showing to the control panel. Done TS, there's no showing error codes, but the unit is still not spinning.

[AI Summary]

1. Contact Reason: Customer is calling regarding a newly purchased LG washing machine that has not functioned properly since delivery, failing to drain or spin during its first use.

2. Customer Request: Customer seeks to return the defective unit and replace it with a new one, expressing dissatisfaction with the repair process since the machine never worked.

3. Agent Solution: Agent confirmed the customer's request to cancel the scheduled repair and advised the customer to contact the retailer directly for a replacement. The agent provided the customer with a case number for reference when contacting the retailer.

4. Resolution Acceptance: Yes. The customer accepted the agent's suggestion to contact the retailer for a replacement, as the unit was still within the return period.

5. Customer Pain Point: Customer is frustrated by receiving two defective units in a row and feels that a repair is inappropriate since the machine never functioned correctly from the start.

6. Notable Comments: Customer mentioned that they had previously contacted the retailer, who requested authorization from LG before proceeding with the replacement. The customer emphasized the urgency of resolving the issue due to the machine's immediate failure upon delivery.

[Request] DONE

RNU250807088851

Surname : ROOKE

Mobile Number :

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

CNU250804927549 - HAMMOND RNU250807088851 - ROOKE

[Consultation contents]

[Request]

Surname :

Mobile Number : 07961100770

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] MACHINE IS MAKING NOISE AND VIBRATING RECEIVED IT YESTERDAY 9:30 IN THE MORNING

ARGOS ON THE STORE

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling regarding a newly delivered washing machine that is excessively shaking and making loud noises during operation, rendering it unusable.

2. Customer Request: Customer seeks assistance to resolve the issue, either through a service visit to check the machine or a replacement due to the malfunction.

3. Agent Solution: Agent explained that the shaking and noise might be due to improper installation and suggested the customer contact the installation team from the store (Argos) for assistance. The agent clarified that since the unit is new, LG cannot send a technician or replace the machine directly.

4. Resolution Acceptance: No. The customer did not accept the proposed solution, expressing frustration over the inability to have the issue resolved directly by LG.

5. Customer Pain Point: Customer is frustrated with the washing machine's performance just after delivery and feels that LG should take responsibility for providing a functioning unit.

6. Notable Comments: Customer mentioned waiting over a month for the machine and expressed dissatisfaction with the service, indicating a strong expectation for LG to address the issue directly.

[Request] NO NEED TO DOCU

Surname : BATES

Mobile Number : 07915145039

Post Code : M32 0BP

1st Line of Address : 7 Langdale Road, MANCHESTER, M32 0BP, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] 07/08- The customer accept different ASC

7/8

DMS Phil is currently unavailable. Please contact the customer and inform them that JTM is the only ASC available for this repair request.

Telepresence: No Customer advised about Parking Permits: Yes A detailed report from this repair is required by LG urgently – please send to uk.svcadmin@lge.com, on the report please confirm if any damage caused and root cause of reported problem and supply any pictures of any/all faulty components and/or property damage. Service Bulletin: N/A Warranty Status: In Warranty Fault: Leaking Troubleshooting: pulled the unit looked out for and listen out for water that's inside of the device, checked both inlet and outlet if there is any signs of damage. Not getting error code, not a small amount of water, it's a lot Additional notes: Ms. bates is requesting to be contacted in her husband's mobile number ( 07984914391 ), Any ASC will do Email: coldphoenix1@hotmail.com Primary Number: 07915145039 Retailer: Sonic Direct

[AI Summary]

1. Contact Reason: Customer is calling to inquire about the complaints department and to express frustration over a delayed service appointment for a washing machine repair that was supposed to be scheduled.

2. Customer Request: Customer seeks to file a complaint regarding the lack of communication and to ensure that the service appointment for the washing machine repair is confirmed.

3. Agent Solution: Agent provided the customer with the email address for the complaints department and confirmed that the washing machine service appointment was scheduled for Friday morning between 9:00 AM and 10:30 AM. The agent also ensured that the correct contact number was logged for future communication.

4. Resolution Acceptance: Yes. The customer accepted the scheduled service appointment and expressed gratitude for the confirmation.

5. Customer Pain Point: Customer is frustrated by repeated failures in communication regarding the service appointment and the inconvenience caused by the washing machine malfunction.

6. Notable Comments: Customer mentioned having provided the correct contact number multiple times but still received calls on the wrong number, indicating a lack of proper record-keeping by the service team.

[Consultation contents] [AI Summary]

1. Contact Reason: Customer is calling to express frustration over multiple cancellations of a scheduled repair for her washing machine, which has been ongoing for two weeks.

2. Customer Request: Customer requests either a new washing machine to be sent immediately or a full refund, as she no longer wants the current unit repaired.

3. Agent Solution: Agent explained that a new unit cannot be sent until an engineer assesses the current machine. The agent offered to book a repair with a different engineer and assured the customer that the repair would be prioritized within three days.

4. Resolution Acceptance: No. The customer did not accept the proposed solution, insisting on a new machine or a refund instead of waiting for another repair attempt.

5. Customer Pain Point: Customer is frustrated by the repeated cancellations and lack of communication from the repair service, leading to inconvenience and additional costs for laundry.

6. Notable Comments: Customer emphasized the urgency of the situation, requesting that any engineer contact her the same day to schedule a visit, or she would prefer a refund or replacement.

[Request] DONE