19/09 CALLS

Surname :

Mobile Number : 07768074754

Post Code :

1st Line of Address :

Email Address :

Model # : F1496AD5

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquired about obtaining locking bolts for a washing machine to facilitate moving it. [Product Symptom]
• Symptom: Customer needs locking bolts (shipping bolts) for the back of the washing machine. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Not Specified. [Agent Solutions]

1. Initial Inquiry: Agent confirmed the need for locking bolts for the washing machine.

2. Model Verification: Customer provided model number for verification.

3. Coordination with Technical Experts: Agent coordinated with technical experts to find the correct part number for the shipping bolts.

4. Website Guidance: Agent provided the customer with the website URL to search for the shipping bolts.

5. Part Number Confirmation: Agent confirmed the part number for the shipping bolts as 4011EN3006G.

6. Clarification on Part Variants: Agent explained the difference between two variants of the shipping bolts (ending in B and G).

7. Quantity Confirmation: Agent confirmed the customer needs four of the shipping bolts.

[Final Resolution]

• Customer advised to purchase four shipping bolts with part number 4011EN3006G from the provided website. [Service Notes]
• Customer is preparing to move the washing machine and requires specific locking bolts for transport. [Executive Summary] The customer contacted support to obtain locking bolts for a washing machine to assist with moving it. The agent verified the model number and coordinated with technical experts to provide the correct part number. The customer was guided to the website for purchasing the bolts and confirmed the need for four shipping bolts with part number 4011EN3006G. The customer was informed about the differences between two variants of the bolts and advised on the purchase process.

[Request]

Surname : JOHNFIELD

Mobile Number : 07401276006

Post Code : RH5 4TX

1st Line of Address : 61 Wildcroft Drive, DORKING, RH5 4TX, GB

Email Address : jayani_w5@hotmail.com

Model # : FDT208W.ABWQMUK

Serial # : 404VOVU0K511

DOP : 30/08/2024

Retailer : JOHN LEWIS

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer seeking assistance with cooling issue. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]
• N/A - No Troubleshooting Steps Taken [Final Resolution]
• N/A - No Troubleshooting Steps Taken [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a cooling issue. No troubleshooting steps were taken during the conversation. The agent welcomed the customer and inquired about how to assist further. No additional details or resolutions were provided.

[Request] NO NEED TO DOCU NOT ANSWERING AND DROPPED THE CALL

CNU250919341375

Surname : MCCULLOUGH

Mobile Number : 07887653343

Post Code : CB11 3TX

1st Line of Address : Bothy, Shortgrove, Newport, SAFFRON WALDEN, CB11 3TX, GB

Email Address : mcculloughanthony@hotmail.com

Model # : F4V309WNW.ABWQWUK

Serial # : 302PWRJK2574

DOP : 09/02/2023

Retailer : LG ELECTRONICS

[Customer Issues] WASHER SPRING HAS CAME OUT

No parking permit needed. Extended Warranty Number: P2023-02-09302PWRJK2574

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports a spring has come out of the washing machine and is hanging down. [Product Symptom]

• Symptom: Spring detached from washing machine, hanging down.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Repair performed in March; extended warranty valid until 2028. [Agent Solutions]

1. Account Verification: Requested customer’s surname and postal code for account verification.

2. Repair Documentation: Documented the issue to request a photo of the spring for assessment.

3. Warranty Inquiry: Confirmed the existence of an extended warranty for the unit.

[Final Resolution]

• Agent to request a photo of the spring for further assessment. Warranty coverage confirmed until 2028. [Service Notes]
• N/A. [Executive Summary] The customer contacted support regarding a spring that has detached from their washing machine. The agent verified the customer's account and documented the issue for further assessment. The customer confirmed an extended warranty valid until 2028. The next step involves requesting a photo of the spring to determine the necessary actions.

[AI Summary]

[Contact Reason]

• Customer reports a spring has come out of the washing machine and is hanging down. [Product Symptom]

• Symptom: Spring hanging down from the drum, potentially affecting the rubber gasket.
• Timeline/Duration: Occurred 5 minutes prior to the call.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Recent repair in March; extended warranty valid until 2028. [Agent Solutions]

1. Verify Account: Requested customer’s surname and postal code for account verification.

2. Warranty Confirmation: Confirmed extended warranty status.

3. Request for Photo: Asked customer to provide a photo of the spring for technical assessment.

4. Case Number Provided: Sent SMS with case number for photo upload.

5. Email Verification: Verified customer’s email address for document upload.

6. Technical Coordination: Coordinated with technical experts regarding the issue.

7. Repair Booking: Scheduled a service visit and informed customer not to use the machine to prevent further damage.

[Final Resolution]

• Repair service scheduled. Reference number to be sent to the customer. Customer advised not to use the washing machine until the technician's visit. [Service Notes]
• No parking permit needed for technician visit. Customer has ample parking space. [Executive Summary] The customer contacted support regarding a spring that has come out of the washing machine, hanging from the drum. The agent verified the account and warranty status, requested a photo of the issue, and coordinated with technical experts. A repair service was scheduled, and the customer was advised not to use the machine to avoid further damage. A reference number for the repair will be sent to the customer, with the technician expected to contact them within two business days.

[Request] DONE BOOKING AND SMS

CNU250919341346 RNU250919077005

Surname : ZAHEER ALI

Mobile Number : 07967634567

Post Code : HP13 5SJ

1st Line of Address :23 HUGHENDEN AVENUE

Email Address : x24her@hotmail.com

Model # : F4V310SNE

Serial # : 102PNGX1T447

DOP : 08/04/2021

Retailer : CURRYS

[Customer Issues] YESTERDAY LEAKAGE FROM THE UNDERNEATH

No parking permit needed. Extended Warranty Number: P2021-04-08102PNGX1T447

Drain hose doesn't have any visible damage and no blockage. Unit is properly leveled. No error codes. Inlet and outlet pipes doesn't have any visible damage and not kinked. Gasket doesn't have any visible damage or cuts. Cleaned the dispenser drawer. Cleaned the filter. Issue persists.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing a leaking washing machine. Requesting repair service. [Product Symptom]

• Symptom: Leaking water from underneath the washing machine during the spin cycle.
• Timeline/Duration: Started leaking significantly yesterday; may have been occurring slowly prior.
• Environment: Not Specified.
• Self-troubleshooting: Customer checked for visible damage to the drain hose; confirmed no blockage.
• History: Purchased on April 8, 2021, with a five-year warranty activated. [Agent Solutions]

1. Verify Purchase: Confirmed purchase date and warranty status. Warranty valid until April 7, 2026.

2. Gather Details: Asked about the nature of the leak; confirmed it occurs during the spin cycle and draining.

3. Check for Damage: Inquired about visible damage to the drain hose; customer confirmed no damage.

4. Level Check: Asked if the unit is properly leveled; customer confirmed it is not rocking.

5. Error Codes: Confirmed no error codes displayed on the unit.

6. Inlet Hose Check: Inquired about the condition of the inlet hose; customer confirmed no damage.

7. Gasket Condition: Asked about the rubber gasket on the door; customer confirmed no leaks from it.

8. Dispenser Drawer: Confirmed customer uses tablets and does not use the dispenser drawer.

9. Filter Cleaning: Customer confirmed the filter has been cleaned.

10. Parking Permit: Confirmed no parking permit needed for service visit.

1

1. Photo Request: Inquired if the customer has a photo of the leak; customer declined due to risk of flooding.

[Final Resolution]

• Repair service scheduled for the washing machine. Customer provided necessary details for the technician. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a leaking washing machine, which started leaking significantly yesterday. The agent verified the purchase and warranty status, confirming it is valid until April 2026. Several troubleshooting steps were taken, including checking for damage and confirming the unit's level and error codes. A repair service has been scheduled to address the leak. No additional service notes were necessary for the technician.

[AI Summary]

[Contact Reason]

• Customer experiencing a leaking washing machine and requesting repair service. [Product Symptom]

• Symptom: Leaking water from underneath the washing machine during the spin cycle.
• Timeline/Duration: Leakage started yesterday, may have been occurring slowly for a while.
• Environment: Not Specified.
• Self-troubleshooting: Customer checked for visible damage to the drain hose and confirmed it is not leaking from there.
• History: Purchased on April 8, 2021, with a five-year warranty activated. [Agent Solutions]

1. Verify Purchase: Confirmed purchase date and warranty status. Warranty valid until April 7, 2026.

2. Identify Issue: Inquired about the leakage source and confirmed it is from underneath the unit during the spin cycle.

3. Check for Damage: Asked about visible damage to the drain hose and confirmed no damage or blockage.

4. Level Check: Confirmed the washing machine is properly leveled.

5. Error Codes: Verified no error codes displayed on the unit.

6. Inlet Hose Check: Confirmed inlet hoses are not damaged.

7. Gasket Inspection: Confirmed no leaks from the rubber gasket on the door.

8. Dispenser Drawer: Customer confirmed they use tablets and do not put detergent directly.

9. Filter Cleaning: Customer confirmed the filter has been cleaned.

10. Parking Permit: Confirmed no parking permit needed for service.

1

1. Repair Booking: Scheduled repair service, engineers to contact customer within two business days.

[Final Resolution]

• Repair service scheduled. Engineers will contact customer within two business days to confirm the specific date for repair. [Service Notes]
• N/A [Executive Summary] The customer reported a leaking washing machine, specifically during the spin cycle, which started yesterday. The agent verified the purchase date and warranty status, confirming it is valid until April 2026. Several troubleshooting steps were taken to assess the issue, including checking for damage and ensuring proper leveling, with no visible issues found. A repair service was successfully scheduled, and the customer will be contacted by engineers within two business days to confirm the repair date.

[Request] DONE BOOKING AND SMS

CNU250919341232

Surname : AKHTAR

Mobile Number : 07791356862

Post Code : B8 3TJ

1st Line of Address : 17 Over Wood Croft, BIRMINGHAM, WARWICKSHIRE, B8 3TJ, GB

Email Address : yasakhtar12@googlemail.com

Model # : F4V310SNE.ASSQWUK

Serial # : 207PWGNK0503

DOP : 10/01/2025

Retailer : CURRYS

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports washing machine has water inside and is not draining. [Product Symptom]

• Symptom: Washing machine has water stored inside and is not draining.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased on January 10, 2005. [Agent Solutions]

1. Verify Purchase Date: Confirmed purchase date as January 10, 2005.

2. Check for Leakage: Inquired about the source of leakage; customer stated water is stored inside the machine.

3. Error Code Inquiry: Asked if there is an error code; customer confirmed there is none.

4. Account Verification: Collected customer details for account verification.

5. Serial Number Verification: Requested serial number; customer provided multiple numbers, confirmed correct one.

6. Warranty Inquiry: Informed customer about the need for proof of purchase due to warranty status.

[Final Resolution]

• Customer needs to provide proof of purchase for warranty verification. No troubleshooting steps taken due to lack of proof. [Service Notes]
• N/A. [Executive Summary] The customer contacted support regarding a washing machine that has water inside and is not draining. The agent verified the purchase date and collected necessary account details. The customer was informed that proof of purchase is required for warranty verification. No troubleshooting steps were taken due to the absence of the receipt.

[AI Summary]

[Contact Reason]

• Customer experiencing water retention in washing machine. Requesting assistance for the issue. [Product Symptom]

• Symptom: Washing machine has water stored inside and is not draining.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased on January 10, 2005. [Agent Solutions]

1. Verify Purchase Date: Confirmed purchase date as January 10, 2005.

2. Check for Leakage: Inquired about the source of leakage; customer confirmed water is stored inside the machine.

3. Error Code Inquiry: Asked if there is an error code; customer stated there is none.

4. Account Verification: Collected customer details for account verification.

5. Serial Number Verification: Attempted to verify serial number; confirmed correct serial number after multiple checks.

6. Warranty Status Check: Informed customer about warranty status; noted need for proof of purchase due to discrepancy in purchase date and serial number.

7. Proof of Purchase Guidance: Advised customer to contact the store for a copy of the receipt or invoice.

8. Next Steps: Instructed customer to return with proof of purchase for further assistance.

[Final Resolution]

• Customer to obtain proof of purchase from the store. Follow-up required for repair service after receipt is provided. [Service Notes]
• Customer needs to contact the store for proof of purchase. [Executive Summary] The customer contacted support regarding water retention in their washing machine, which is not draining. The agent verified the purchase date and serial number, confirming a warranty issue due to a discrepancy. The customer was advised to obtain proof of purchase from the store to proceed with repairs. Next steps involve the customer returning with the necessary documentation for further assistance.

[Request] DOCU

Surname : WILKINS

Mobile Number : 07789556034

Post Code : SO41 9EH

1st Line of Address : 104 Gosport Street, LYMINGTON, SO41 9EH, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] OE

Cleaned the filter. Checked the drain pipes doesn't have any visible damage and not kinked there's no blockage. Unit is properly leveled.

[Consultation contents]

[Request]

CNU250919340709 RNU250919076815

Surname : BARRY CARTNER

Mobile Number : 013837371950 / 07765994153

Post Code : DG14 0RW

1st Line of Address : Highfield CANONBIE, DG14 0RW, GB

Email Address : barry.cartner@outlook.com

Model # : GMX945MC9F.AMCQLGU

Serial # : 202KRFNNF355

DOP : 02/02/2023

Retailer : PETER TYSON ELECTRICALS

[Customer Issues] FRIDGE NOT COOLING

Temperature in Freezer -18 and Fridge 3 degrees. Door seals doesn't have any visible damage. Cleaned the air vents. No frost build up. Customer can only a faint noise on the compressor. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer following up on a service request for a freezer that stopped freezing. Requesting repair service for next week. [Product Symptom]

• Symptom: Freezer not freezing; everything melted. Fridge is slightly cold but not functioning properly.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Adjusted freezer temperature to -22°C, cleaned air vents, attempted to check condenser coils.
• History: Purchased in 2023, out of warranty. [Agent Solutions]

1. Verify Repair Request: Confirmed a repair request exists but incomplete information.

2. Gather Customer Information: Collected surname, mobile number, postcode, and email address for verification.

3. Check Product Details: Verified purchase location and date.

4. Temperature Check: Inquired about current temperatures of fridge and freezer.

5. Troubleshooting Steps: Suggested adjusting freezer temperature and checking for frost buildup.

6. Compressor Check: Asked if the compressor was audible; customer reported faint noise.

7. Warranty Status: Informed customer that the unit is out of warranty; discussed chargeable repair options.

8. Repair Cost: Quoted repair cost of £239.

9. Confirm Repair Request: Customer agreed to proceed with the chargeable repair.

10. Document Repair Request: Noted that no parking permit is needed and confirmed no extended warranty.

1

1. Schedule Repair: Explained that the engineer would contact the customer within two business days for scheduling.

2. Customer Preference: Noted customer request for the earliest possible appointment.

3. Transfer to Payment Department: Informed customer about the transfer to payment department for processing.

[Final Resolution]

• Customer agreed to proceed with the chargeable repair. Engineer will contact within two business days to schedule the repair. [Service Notes]
• N/A [Executive Summary] The customer contacted support to follow up on a service request for a freezer that had stopped freezing, resulting in defrosted contents. The agent confirmed the existence of a repair request and gathered necessary customer information. After troubleshooting steps and confirming warranty status, the agent quoted a repair cost of £239, which the customer accepted. The agent noted the customer's preference for an early appointment and explained that the engineer would contact them within two business days to finalize scheduling. The call was handled efficiently, with all necessary details documented for the repair process.

[Customer] BARRY CARTNER | DG14 0RW | null | Rowanburn | Highfield DG14 0RW [Appointment Preferences] 1st Choice : null (null) 2nd Choice : null (null) 3rd Choice : null (null) [Customer Comments] Freezer and fridge not cooling

[AI Summary]

[Contact Reason]

• Customer following up on a service request for a freezer that stopped freezing. Requesting repair service for next week. [Product Symptom]

• Symptom: Freezer not freezing; everything melted. Fridge is cold but not freezing items.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Adjusted freezer temperature to -22 degrees; cleaned air vents; did not check condenser coils due to weight.
• History: Purchased unit in 2023; out of warranty. [Agent Solutions]

1. Verify Repair Request: Confirmed a repair request exists but incomplete information.

2. Collect Customer Information: Gathered surname, mobile number, postcode, and email address for verification.

3. Check Product Details: Verified purchase location and date.

4. Temperature Check: Inquired about current temperatures of freezer (-18 degrees) and fridge (3 degrees).

5. Troubleshooting Steps: Suggested adjusting freezer temperature and cleaning condenser coils.

6. Compressor Check: Asked if the compressor was running; customer reported faint noise.

7. Warranty Status: Informed customer that the unit is out of warranty; discussed chargeable repair options.

8. Repair Cost Estimate: Provided estimated repair cost of £239.

[Final Resolution]

• Repair service scheduled; customer informed of chargeable repair due to out-of-warranty status; estimated cost provided. [Service Notes]
• Customer unable to check condenser coils due to weight; needs assistance for future service visit. [Executive Summary] The customer contacted support to follow up on a service request for a freezer that has stopped freezing. The agent confirmed the existence of a repair request and collected necessary customer information. The customer reported the freezer temperature at -18 degrees and the fridge at 3 degrees, with no visible frost buildup. The agent suggested troubleshooting steps and confirmed the compressor was faintly running. The unit is out of warranty, and the agent provided a repair estimate of £239. The repair service is scheduled, and the customer is aware of the chargeable nature of the repair.

[Request] DONE BOOKING AND TRANSFERRED TO PAYMENT

CNU250919340062

Surname : MCGAVIN

Mobile Number : 01547540506

Post Code : SY7 0LY

1st Line of Address : Four Winds Mocktree Leintwardine CRAVEN ARMS, SY7 0LY, GB

Email Address :

Model # : F4X1009NWK.AGWQPUK

Serial # : 502PNEBAY308

DOP : 03/09/2025

Retailer : CURRYS

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer expressing gratitude for previous assistance received regarding a washing machine issue. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]
• N/A - No Troubleshooting Steps Taken [Final Resolution]
• Agent acknowledged the customer's gratitude and noted the message for the previous agent. [Service Notes]
• N/A [Executive Summary] The customer contacted LG customer service to express gratitude for assistance received from a previous agent regarding a washing machine issue. The customer organized for a local technician to inspect the washing machine and wanted to convey appreciation for the kindness shown by the previous agent. The current agent acknowledged the message and noted it for the previous agent. No troubleshooting steps were taken during this interaction.

[AI Summary]

[Contact Reason]

• Customer expressing gratitude for previous assistance received from an agent. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]
• N/A - No Troubleshooting Steps Taken [Final Resolution]
• Message to be relayed to the previous agent expressing gratitude. Customer arranged for local repair service for washing machine. [Service Notes]
• Customer wears a hearing aid, which may affect communication. [Executive Summary] The customer contacted LG customer service to express gratitude for assistance received from a previous agent. The customer has arranged for a local technician to inspect the washing machine and indicated that if repairs are too costly, they will consider purchasing a new machine. The agent confirmed the message would be relayed to the previous agent. No technical issues were discussed during the call.

[Request] DNE DOCU AND TASK

CNU250919339972

Surname : BANA

Mobile Number : 07306105205

Post Code : E14 6QJ

1st Line of Address : 6 Passfield Drive, LONDON, E14 6QJ, GB

Email Address : rahma.312@hotmail.com

Model # : FWY706GBTN1.AMBQPUK

Serial # : 408PNYU0C330

DOP : 31/01/2025

Retailer : CURRYS

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about appointment confirmation for engineer visit. Conflicting information received via email and text regarding appointment dates. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Customer Information: Agent requested customer name and postcode for appointment verification.

2. Check Appointment Status: Agent checked the system for confirmation of engineer visit dates based on provided information.

[Final Resolution]

• Appointment details to be confirmed after checking system. Follow-up required for accurate scheduling. [Service Notes]
• N/A [Executive Summary] The customer contacted support to clarify conflicting appointment details for an engineer visit. The agent initiated the process by verifying the customer's information and checking the appointment status. The resolution involves confirming the correct appointment date, with a follow-up needed for accurate scheduling. No technical troubleshooting was performed as the inquiry was related to appointment confirmation.

[AI Summary]

[Contact Reason]

• Customer inquired about the confirmation of an engineer's appointment due to conflicting messages received regarding the scheduled visit. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verification of Details: Customer's name and postcode verified for appointment confirmation.

2. Appointment Confirmation: Confirmed engineer's visit scheduled for the 23rd of September.

3. Explanation of Notification: Informed customer that the engineer would send a text message or call prior to arrival for notification.

[Final Resolution]

• Appointment confirmed for the 23rd of September. Customer informed about notification process prior to the engineer's arrival. [Service Notes]
• N/A [Executive Summary] The customer contacted support to clarify the conflicting information regarding the scheduled visit of an engineer. The agent verified the customer's details and confirmed the appointment for the 23rd of September. The customer was informed that they would receive a notification before the engineer's arrival. No further troubleshooting was required, and the customer expressed satisfaction with the clarification provided.

[Request] DONE DOCU AND TASK

CNU250919339742

Surname : COOK

Mobile Number : 07795826108

Post Code : PE14 7RX

1st Line of Address : Bramblegate, New Road, WISBECH, PE14 7RX, GB

Email Address : colin.cook@bespak.com

Model # : FAV310SNE.APTQPUK

Serial # : 111PNWK0Z001

DOP : 26/01/2022

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about unresolved repair for LG water machine. [Product Symptom]

• Symptom: Water machine leaking, electrical issues, not repaired after multiple visits.
• Timeline/Duration: First occurrence on September 2; three weeks since initial contact; multiple technician visits.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Previous repair attempts by a service company; next scheduled visit on September 24. [Agent Solutions]

1. Account Verification: Customer provided surname and postcode for account verification.

2. Service Status Check: Agent confirmed next technician visit scheduled for September 24.

3. Review of Previous Visits: Agent noted customer had multiple technician visits without successful repair.

[Final Resolution]

• Next technician visit scheduled for September 24. Follow-up on repair status needed. [Service Notes]
• Customer has experienced ongoing issues with the water machine; multiple repair attempts have failed. [Executive Summary] The customer contacted support regarding an unresolved issue with their LG water machine, which has been leaking and experiencing electrical problems since September 2. Despite multiple technician visits, the issue remains unresolved. The agent verified the customer's account and confirmed a follow-up technician visit scheduled for September 24. Further follow-up on the repair status will be necessary to ensure resolution.

[AI Summary]

[Contact Reason]

• Customer experiencing ongoing issues with LG water machine repair. Multiple cancellations and delays reported. [Product Symptom]

• Symptom: Water machine leaking, electrical issues causing tripping of main socket. Previous engineers unable to resolve the problem.

• Timeline/Duration: First occurrence on September 2. Three weeks of delays and multiple engineer visits.

• Environment: Not Specified.

• Self-troubleshooting: Not Specified.

• History: Engineers visited twice; parts ordered but repairs not completed. [Agent Solutions]

1. Verify Account: Customer surname and postcode confirmed for account verification.

2. Check Repair Status: Confirmed next appointment scheduled for September 24.

3. Explain Cancellations: Clarified cancellations due to lack of available engineers, not parts.

4. Request Email to Service Center: Agent requested an email to the authorized service center for a sooner appointment.

5. Confirm Follow-Up: Agent assured customer that the repair department would send an email regarding the case.

[Final Resolution]

• Appointment rescheduled for September 24. Email sent to service center for expedited appointment. Awaiting further updates. [Service Notes]
• Customer has experienced multiple delays and cancellations. Previous engineers reported electrical faults and leaks but did not resolve the issue. [Executive Summary] The customer contacted support regarding ongoing issues with their LG water machine, which has been leaking and causing electrical problems. After confirming the customer's account details, the agent explained the delays in repair due to a lack of available engineers. The next appointment is scheduled for September 24, and the agent has requested an email to the service center for a sooner appointment. The customer expressed frustration over the repeated cancellations and lack of resolution. The agent assured the customer that updates would be provided as soon as possible.

[Request] DONE REQUEST FOR EMAIL AND TASK

CNU250912280275

Surname : FINLAY

Mobile Number : 07738006792

Post Code : WN8 6DN

1st Line of Address : 123 Evington, SKELMERSDALE, WN8 6DN, GB

Email Address : sharonelizabethfinlay@gmail.com

Model # : F4Y913BCTA1.APBQPUK

Serial # : 405PNZQ2X221

DOP : 09/10/2024

Retailer :

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer contacting regarding washing machine performance issues and case number retrieval. [Product Symptom]

• Symptom: Washing machine not performing properly.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Previous contact with an agent regarding the issue. [Agent Solutions]

1. Verify Customer Information: Agent requested customer name and address for account verification.

2. Check Case Number: Agent confirmed the case number could not be found and offered to provide the correct case number.

3. Provide Case Number: Agent communicated the new case number to the customer, ensuring clarity in the format.

[Final Resolution]

• Customer received the correct case number for future reference. No troubleshooting steps taken regarding the washing machine issue. [Service Notes]
• N/A. [Executive Summary] The customer contacted support regarding performance issues with their washing machine and difficulties retrieving their case number. The agent verified the customer's information and provided the correct case number after confirming the previous one was not found. No troubleshooting steps were taken for the washing machine issue during this interaction. The customer now has the correct case number for future reference.

[AI Summary]

[Contact Reason]

• Customer contacting regarding washing machine not performing properly. Issues with submitting images and case number retrieval. [Product Symptom]

• Symptom: Washing machine not performing properly. Difficulty submitting images related to the issue.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Previous contact with an agent regarding the issue. [Agent Solutions]

1. Verify Customer Information: Agent requested customer name and address for account verification.

2. Check Case Number: Agent confirmed the case number could not be found and offered to provide the correct case number.

3. Provide Case Number: Agent communicated the correct case number to the customer, ensuring clarity on the digits.

[Final Resolution]

• Customer received the correct case number for future reference. No troubleshooting steps taken regarding the washing machine issue. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a washing machine that is not performing properly and faced issues submitting images and retrieving the case number. The agent verified the customer's information and provided the correct case number after confirming the previous one was not found. No troubleshooting steps were taken for the washing machine issue during this interaction. The customer now has the correct case number for future reference.

[Request] DOCU

CNU250919339448

Surname : BURROWS

Mobile Number : 07989785518

Post Code : EX23 0AU

1st Line of Address : Dream Acre, Poundstock, BUDE, EX23 0AU, GB

Email Address : penburro81@gmail.com

Model # : F4Y511GBLN1.AMBQWUK

Serial # : 411PWQTMT300

DOP : 22/08/2025

Retailer : HBH WOOLACOTTS 18/900

[Customer Issues] WASHER REGISTER

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer attempting to register washing machine for five-year guarantee. Serial number not recognized. [Product Symptom]

• Symptom: Serial number not recognized during registration process.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Customer attempted registration multiple times.
• History: Purchased from a shop called Woolacotts. [Agent Solutions]

1. Verify Serial Number: Agent confirmed the serial number provided by the customer was incomplete.

2. Check Account Information: Agent found an existing account but noted that the information was incomplete.

3. Collect Customer Information: Agent gathered customer’s surname, email address, mobile number, postcode, and address for registration.

4. Confirm Purchase Location: Agent verified the washing machine was purchased from Woolacotts.

5. Register Unit: Agent proceeded to register the washing machine for the five-year guarantee.

[Final Resolution]

• Registration of washing machine for five-year guarantee in progress. [Service Notes]
• N/A [Executive Summary] The customer contacted support to register their washing machine for a five-year guarantee but encountered issues with the serial number not being recognized. The agent verified the serial number and found that the account information was incomplete. Customer details were collected, including contact information and purchase location. The agent is currently in the process of registering the unit for the guarantee.

[AI Summary]

[Contact Reason]

• Customer attempting to register washing machine for five-year warranty. Serial number not recognized. [Product Symptom]

• Symptom: Serial number not recognized during registration process.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Customer attempted registration multiple times.
• History: Purchased washing machine last month. [Agent Solutions]

1. Verify Serial Number: Agent confirmed the serial number provided by the customer was incomplete.

2. Account Verification: Agent checked customer account and found incomplete information.

3. Data Collection: Agent collected customer’s surname, email address, mobile number, postcode, and address for registration.

4. Warranty Registration: Agent registered the washing machine for the five-year warranty.

5. Confirmation SMS: Agent informed customer that a confirmation SMS would be sent after registration.

6. Case Number Provided: Agent provided reference number for the registration (CNU 9448).

7. Certification Notification: Agent informed customer that certification would be sent via email within 10 to 14 weeks.

[Final Resolution]

• Warranty registration completed. Confirmation SMS sent. Certification to be received via email within 10 to 14 weeks. [Service Notes]
• N/A. [Executive Summary] The customer contacted support to register a washing machine for a five-year warranty, but the serial number was not recognized. The agent verified the serial number and customer account details, collected necessary information, and successfully registered the warranty. A confirmation SMS was sent, and the customer will receive certification via email within 10 to 14 weeks. The call concluded with the customer expressing satisfaction with the assistance provided.

[Request] DONE REGISTERING SMS AND TASK

CNU250919339130

Surname : WELLS

Mobile Number : 07793279000

Post Code : CV34 5FT

1st Line of Address : 62 Kempton Drive, WARWICK, CV34 5FT, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] Unit gets too hot consumer rights and trading standards

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about a claim for a washing machine with a hole in the drum. [Product Symptom]

• Symptom: Hole in the drum, melted outer casing, water leaking during wash cycle.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Claim registered today. [Agent Solutions]

1. Verification: Agent requested customer to verify personal details for account access.

2. Issue Confirmation: Agent confirmed the issue of a hole in the drum and requested clarification on the location of the damage.

3. Video Review: Agent acknowledged receipt of a video showing the damage and indicated the need to check it.

4. Repair Coordination: Agent informed customer that a chargeable repair was indicated by the technical team due to the damage.

5. Complaint Handling: Customer expressed disagreement with the charge and requested to raise a complaint.

[Final Resolution]

• Agent will check the video and coordinate with the technical team regarding the repair. Customer's complaint noted for further action. [Service Notes]
• N/A. [Executive Summary] The customer contacted support regarding a claim for a washing machine that developed a hole in the drum, causing water leakage. The agent verified the customer's details and confirmed the issue, noting the receipt of a video showing the damage. The agent indicated that the repair would be chargeable as per the technical team's assessment, which the customer disputed and requested to raise a complaint. The agent will review the video and coordinate further actions with the technical team.

[AI Summary]

[Contact Reason]

• Customer reporting a hole in the washing machine drum, seeking repair and resolution. [Product Symptom]

• Symptom: Hole in the drum, caused by overheating, leading to water leakage during wash cycles.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Unit registered for warranty; developed issue after two and a half years of use. [Agent Solutions]

1. Verify Customer Information: Collected customer’s surname and phone number for account verification.

2. Review Case Details: Checked the case for previous notes and video evidence of the issue.

3. Explain Repair Process: Informed customer that approval is needed before scheduling a repair.

4. Discuss Warranty Coverage: Explained that the drum damage may not be covered under warranty and that a chargeable repair may be necessary.

5. Offer Engineer Visit: Suggested sending an engineer to assess the damage, but noted it would be chargeable unless deemed a manufacturing defect.

6. Raise Complaint: Agreed to escalate the customer’s complaint regarding the chargeable repair.

7. Confirm Next Steps: Informed customer that warranty approval would take one business day and to follow up for scheduling the engineer visit.

[Final Resolution]

• Customer agreed to wait for warranty approval. Agent will raise a complaint regarding the chargeable repair. Engineer visit to be scheduled after approval. [Service Notes]
• Customer expressed concern about the washing machine's reliability and potential design flaws. Damage caused water leakage, affecting the kitchen floor. Customer requested escalation of the complaint. [Executive Summary] The customer contacted support regarding a hole in the washing machine drum, which has caused water leakage. The agent verified the customer's information and reviewed the case details, explaining the need for warranty approval before scheduling a repair. The agent discussed potential charges for the repair and agreed to raise a complaint on behalf of the customer. The customer was informed that warranty approval would take one business day, and they were advised to follow up for the engineer visit.

[Request] RAISE FOR COMPLAIN DONE TASK

Surname :

Mobile Number : 07815771504

Post Code :

1st Line of Address :

Email Address :

Model # : F14A7FDSA

Serial # : 405KWJU59484

DOP :

Retailer :

[Customer Issues] WASHER AE TODAY Checked the leakage around there's no leakage. Inlet cannot be seen at the back. Unplugged and plug in. Issue persists.

[Consultation contents]

[Request]

CNU250919338874

Surname : NYAMUKAPA

Mobile Number : 07784136026

Post Code : IG11 9QA

1st Line of Address :

Email Address : pamteriro@gmail.com

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDGE 8000604794

[Consultation contents] Order Number: 8000604794

[AI Summary]

[Contact Reason]

• Follow-up on fridge order status and delivery date. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Account Creation: Agent created an account for the customer to facilitate communication with the LG shop department regarding the delivery date.

2. Information Verification: Agent verified customer's surname, mobile number, postcode, address, and email address for account setup.

3. Consent Questions: Agent asked two yes/no questions regarding contact preferences for goods and services and satisfaction surveys.

[Final Resolution]

• Account created for customer. Transfer to LG shop department for delivery update. [Service Notes]
• N/A [Executive Summary] The customer contacted support to follow up on the status of their fridge order and delivery date. The agent created an account for the customer and verified necessary personal information. Two consent questions were asked regarding communication preferences. The call concluded with the agent preparing to transfer the customer to the LG shop department for further assistance.

[AI Summary]

[Contact Reason]

• Follow-up on fridge order status. Customer inquiring about delivery timeline. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Account Creation: Agent initiated account creation for customer to access delivery information.

2. Information Verification: Agent verified customer's surname, mobile number, postcode, address, and email address for account setup.

3. Consent Questions: Agent asked customer two yes/no questions regarding contact preferences for marketing and satisfaction surveys.

4. Transfer Preparation: Agent prepared to transfer customer to LG shop department for further assistance regarding delivery status.

[Final Resolution]

• Transfer to LG shop department for delivery status update. [Service Notes]
• N/A [Executive Summary] The customer contacted support to follow up on the delivery status of their fridge order. The agent created an account for the customer and verified necessary personal information. Two consent questions were asked regarding marketing communications. The agent prepared to transfer the customer to the LG shop department for further assistance with the delivery timeline.

[Request]

Surname :

Mobile Number : 07881904287

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP : 10/09/2025

Retailer : AO

[Customer Issues] WASHER WATER LEAKAGE

[Consultation contents] [Customer Issues]

[Consultation contents]

[Request] [AI Summary]

[Contact Reason]

• Customer reports water leaking from washing machine. Issues with installation previously addressed. [Product Symptom]

• Symptom: Water leaking from washing machine, suspected broken seal.
• Timeline/Duration: Leakage has occurred since installation on 10 September.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Washing machine installed on 10 September; installation issues previously rectified. [Agent Solutions] N/A - No Troubleshooting Steps Taken. [Final Resolution]

• Customer reported ongoing leakage issue. No troubleshooting performed due to communication difficulties. [Service Notes] N/A. [Executive Summary] The customer contacted support regarding a water leakage issue from their washing machine, which has persisted since its installation on 10 September. The customer indicated that the installation had previous issues that were resolved, but the current problem appears to be related to a broken seal. Due to communication difficulties, no troubleshooting steps were taken during the call. The situation remains unresolved, and further assistance may be required.

[Request] NO NEED TO DOCU

CNU250919337108 RNU250919077012

Surname : CLIFFORD

Mobile Number : 07875278027

Post Code : SK7 5EJ / SK7 1JX

1st Line of Address : 10 Blackthorn Road, STOCKPORT, SK7 5EJ, GB / 1 Ridgmont Road, Bramhall, STOCKPORT, SK7 1JX, GB

Email Address : mandalbaez@aol.com

Model # : FAV309WNE.ABWQWUK

Serial # : 210PWPLLN496

DOP : 07/10/2023

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] LEAKING VIDEO

No parking permit needed.

Drain hose doesn't have any visible damage or cut and no blockage. Inlet and outlet pipes doesn't have any visible damage and not kinked. Unit is properly leveled. No error codes. Issue persists.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports washing machine leaking. Previous video sent deemed insufficient. Requesting technician visit for warranty service. [Product Symptom]

• Symptom: Leakage occurring under the washing machine, water visible on tiles.
• Timeline/Duration: Started about a week ago.
• Environment: Indoor.
• Self-troubleshooting: Not Specified.
• History: Under warranty, purchased from a specific retailer. [Agent Solutions]

1. Verify Customer Information: Confirmed customer details and address for service documentation.

2. Check Video Submission: Reviewed the previously submitted video for evidence of leakage.

3. Document Leakage Details: Noted that leakage is occurring under the unit and is not visible in the video.

4. Schedule Technician Visit: Prepared to book a technician visit based on warranty coverage.

[Final Resolution]

• Technician visit scheduled to address the leakage issue. [Service Notes]
• N/A [Executive Summary] The customer reported a leakage issue with their washing machine, which started about a week ago. The agent verified customer information and reviewed a previously submitted video, which did not show the leakage clearly. The agent documented the details of the leakage and scheduled a technician visit under warranty to resolve the issue.

[AI Summary]

[Contact Reason]

• Customer reports washing machine leaking. Previous video sent deemed insufficient. Requesting technician visit for repair under warranty. [Product Symptom]

• Symptom: Leakage occurring under the washing machine, water visible on tiles.
• Timeline/Duration: Started about a week ago.
• Environment: Indoor.
• Self-troubleshooting: Customer checked for visible damage and blockages; none found.
• History: Purchased from a specific retailer; under warranty. [Agent Solutions]

1. Verify Customer Information: Confirmed customer's name, address, email, and mobile number.

2. Check Video Submission: Reviewed previous video submission for leakage verification.

3. Confirm Leakage Details: Verified leakage is occurring under the unit.

4. Update Address: Changed service address to the new location provided by the customer.

5. Ask Additional Questions: Inquired about parking permits, drain hose condition, inlet pipe condition, unit leveling, and error codes. All checks returned no issues.

6. Schedule Technician Visit: Informed customer that an engineer will contact them within two business days for scheduling.

[Final Resolution]

• Technician visit scheduled. Reference number to be sent via SMS. Engineer will contact customer for exact visit date. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a leaking washing machine, which started a week ago. The agent verified the customer's information and reviewed the previous video submission. After confirming the leakage details and updating the service address, the agent asked additional questions about the unit's condition, which returned no issues. The technician visit was scheduled, and the customer will receive a reference number via SMS for follow-up.

[Request] DONE BOOKING DONE TASK

CNU250919336924

Surname : SONI

Mobile Number : 07917542702

Post Code : UB1 2XB

1st Line of Address :

Email Address : rs12.best@googlemail.com / rs12.best@gmail.com / bobby.bpeltd@gmail.com

Model # : F4X1009NWK

Serial # :

DOP : 16/09/2025 DELIVERED 12/09/2025 ORDERED

Retailer : ARGOS

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer requesting to register a washing machine for a 5-year warranty. [Product Symptom]
• Not Specified. [Agent Solutions]

1. Verify Model Number: Customer provided model number as S for Xray Xray 1009 NWK.

2. Confirm Purchase Date: Customer stated purchase date as September 16, with delivery on September 17.

3. Check Purchase Location: Customer indicated purchase was made at Argos.

4. Request Customer Information: Agent requested surname, postcode, and email address for account creation.

5. Address Verification: Customer provided postcode as UB12XB and email as RS12.best@gmail.com.

6. Discuss Multiple Accounts: Agent noted two accounts with different addresses; customer confirmed separate accounts.

7. Update Email Address: Customer provided an alternative email address as Bobby.BOBBY.BravoPapaEchoLimaTangoDelta@gmail.com.

8. Request Mobile Number: Customer provided mobile number as 07917542702.

9. Consent for Contact: Agent asked for consent to contact via email and for satisfaction surveys; customer agreed to email only.

10. Request Serial Number: Agent instructed customer on locating the serial number inside the washing machine door; customer unable to provide it immediately.

[Final Resolution]

• Warranty registration pending receipt of serial number. Customer to provide serial number later. [Service Notes]
• Customer has multiple accounts for different addresses. [Executive Summary] The customer contacted to register a washing machine for a 5-year warranty. The agent verified the model number and confirmed the purchase and delivery dates. Customer provided necessary information, including postcode and email, while discussing multiple accounts. The agent instructed the customer on locating the serial number, which is required for warranty registration. The registration is pending until the serial number is provided.

[AI Summary]

[Contact Reason]

• Customer requesting to register a washing machine for a 5-year warranty. [Product Symptom]
• Symptom: Customer wants to register a newly purchased washing machine for warranty. - Timeline/Duration: Purchased on 16th September, delivered on 17th September. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Recently purchased, delivered two days ago. [Agent Solutions]

1. Verify Model Number: Customer provided model number as S for Xray Xray 1009 NWK.

2. Confirm Purchase Date: Customer confirmed purchase date as 16th September.

3. Confirm Delivery Date: Customer confirmed delivery date as 17th September.

4. Request Purchase Location: Customer stated the washing machine was purchased from August.

5. Request Customer Information: Agent requested surname, postcode, and email address for account creation.

6. Create New Account: Agent confirmed the creation of a new account for the washing machine.

7. Request Serial Number: Agent explained the need for the serial number to complete warranty registration.

8. Offer Call Back: Agent agreed to call back in 10 minutes for the serial number.

[Final Resolution]

• Agent will call back in 10 minutes to complete warranty registration once the customer provides the serial number. [Service Notes]
• Customer has multiple accounts for different addresses. - Customer will provide serial number later when at home. [Executive Summary] The customer contacted support to register a washing machine for a 5-year warranty. The agent verified the model number and confirmed the purchase and delivery dates. The agent requested additional customer information to create a new account and explained the necessity of the serial number for warranty registration. The customer agreed to provide the serial number later and requested a call back in 10 minutes to finalize the registration.

[Request] WILL RING BACK IN 10MINS DONE TASK

CNU250919336427

Surname : ZEB

Mobile Number : 07540768553

Post Code : BD21 2QR

1st Line of Address : 22 Devonshire Street West, KEIGHLEY, BD21 2QR, GB

Email Address : mraurangzeb@hotmail.com

Model # : F4V309WSE.ABWQPUK

Serial # :

DOP :

Retailer : SONIC MEGASTORE

[Customer Issues] RECALL JOB

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer received a missed call regarding a washing machine issue. [Product Symptom]

• Symptom: Washing machine makes a loud banging noise during the spin cycle; tumbler shakes excessively.
• Timeline/Duration: Ongoing issue; previously reported.
• Environment: Not Specified.
• Self-troubleshooting: Customer cleaned the filter; no blockage in the drain hose.
• History: Previous contact regarding the same issue; advised to change springs or potentially the tumbler. [Agent Solutions]

1. Verification of Customer Details: Confirmed customer’s email and mobile number for documentation.

2. Inquiry on Washing Machine Behavior: Asked if the machine rocks or vibrates excessively during operation; customer confirmed loud noise and shaking.

3. Review of Previous Troubleshooting: Discussed previous advice to change springs and potential need for tumbler replacement.

4. Filter and Drain Hose Check: Inquired about cleaning the filter and checking for blockages in the drain hose; customer confirmed both were clear.

[Final Resolution]

• Continued documentation of the issue; advised customer to follow up if the problem persists. [Service Notes]
• Customer has previously sent a video of the issue. - Previous advice included changing springs and potential tumbler replacement. [Executive Summary] The customer contacted support regarding a loud banging noise from their washing machine during the spin cycle, with the tumbler shaking excessively. The agent verified customer details and inquired about the machine's behavior, confirming the ongoing issue. The customer had previously cleaned the filter and checked for blockages, with prior advice suggesting spring changes or a tumbler replacement. Documentation was continued, and the customer was advised to follow up if the issue persists.

[AI Summary]

[Contact Reason]

• Customer received a missed call regarding a washing machine issue. [Product Symptom]

• Symptom: Washing machine making a loud banging noise during the spin cycle; tumbler shaking excessively.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Customer cleaned the filter; no blockage in the drain hose.
• History: Previous contact regarding the same issue; potential need for tumbler replacement discussed. [Agent Solutions]

1. Verification of Customer Details: Confirmed customer’s email and mobile number for documentation.

2. Inquiry on Washing Machine Behavior: Asked about rocking or excessive vibration during washing; customer confirmed loud noise during spinning.

3. Confirmation of Maintenance: Inquired if the filter was cleaned and if there were any blockages in the drain hose; customer confirmed both were clear.

4. Assessment of Installation: Asked if the unit was leveled and if there were any foreign objects in the drum; customer confirmed no issues.

5. Warranty Status Check: Verified warranty status; confirmed approval for a recalled job.

[Final Resolution]

• Approved for recalled job; booking to be scheduled after the call. [Service Notes]
• Customer mentioned the washing machine has not been moved from its original location. - No parking permit required for service visit. [Executive Summary] The customer contacted support regarding a loud banging noise from their washing machine during the spin cycle. The agent verified customer details and inquired about the machine's behavior, confirming the issue persisted despite previous maintenance. The agent assessed the situation, confirming no blockages and that the unit was properly leveled. The warranty was verified, and the job was approved for scheduling. The customer was informed that the booking would be arranged after the call.

[Request] RECALL JOB DONE TASK

CNU250919336061

Surname : SULTAN

Mobile Number : 07944823885

Post Code : N15 5LD

1st Line of Address : 46A Westerfield Road, LONDON, N15 5LD, GB

Email Address :

Model # :

Serial # : 011PWBAKY029

DOP :

Retailer : CURRYS

[Customer Issues] WASHER

Note: Customer will ring us back to provide the main invoice because as per checking it is just the order acknowledgement. If the customer will ring us back please assists. Register the unit first for the labor to be covered then chargeable repair for the gasket to be 125 pounds only. Thank you.

[Consultation contents] [AI Summary]

[Contact Reason]

• Inquiry about extended warranty registration and repair status for washing machine. [Product Symptom]
• Symptom: Washing machine broken, gasket damaged causing leakage. - Timeline/Duration: Broken for approximately 7 weeks. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Extended warranty requested 3 weeks ago, not yet registered. [Agent Solutions]

1. Verification of Request: Checked the status of the warranty extension request.

2. Damage Assessment: Noted that the gasket damage is not covered under warranty.

3. Repair Cost Explanation: Explained repair costs - £125 with registration, £175 without.

4. Invoice Clarification: Informed customer about the need for a proper invoice for warranty registration.

5. Registration Process: Offered to register the unit upon receipt of the correct invoice to expedite repair.

[Final Resolution]

• Customer to obtain the correct invoice from the retailer. - Agent will register the warranty upon receipt to cover repair costs. - Follow-up call agreed upon for further assistance. [Service Notes]
• Customer has been without a washing machine for an extended period. - Customer has incurred additional laundry costs due to the machine being out of service. - Urgency noted for repair and registration process. [Executive Summary] The customer contacted regarding the status of an extended warranty registration and repair for a broken washing machine. The agent verified that the warranty was not registered and explained that the gasket damage is not covered. Repair costs were outlined, and the customer was informed about the need for a proper invoice to proceed with warranty registration. The customer agreed to obtain the invoice and will follow up for further assistance. The agent provided clear steps for resolution and noted the urgency of the situation.

[AI Summary]

[Contact Reason]

• Inquiry about extended warranty request and repair status for washing machine. [Product Symptom]
• Symptom: Washing machine broken, gasket damaged causing liquid leakage. - Timeline/Duration: Broken for about 7 weeks. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Extended warranty requested 3 weeks ago, currently out of warranty coverage. [Agent Solutions]

1. Verification of Request: Checked the status of the warranty extension request.

2. Damage Assessment: Noted that the gasket damage is not covered under warranty.

3. Repair Cost Explanation: Explained repair costs - £125 with warranty registration, £175 without.

4. Invoice Clarification: Informed customer about the need for a proper invoice for warranty registration.

5. Registration Process: Offered to register the unit upon receipt of the correct invoice to expedite repair.

[Final Resolution]

• Customer to find and provide the correct invoice. - Agent will register the unit for warranty upon receipt. - Repair service to be scheduled within 1-2 business days after registration. [Service Notes]
• Customer has been without a washing machine for an extended period. - Customer expressed frustration over the delay and lack of communication regarding the invoice issue. - Customer has incurred additional laundry costs due to the machine being out of service. [Executive Summary] The customer contacted regarding the status of an extended warranty request and repair for a broken washing machine. The agent verified that the warranty extension had not been registered and explained that the gasket damage was not covered. The customer was informed of the repair costs and the need for a proper invoice for warranty registration. The customer agreed to find the invoice, and the agent assured that registration would expedite the repair process. The customer expressed dissatisfaction with the service delays and incurred costs.

[Request] DONE TASK AND DOCU

Surname :

Mobile Number : 07938677327

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDGE CURRYS INSTALLED YESTERDAY

GSLC40PYPE

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about missing wine rack for newly purchased fridge freezer. [Product Symptom]

• Symptom: No wine rack included with the fridge freezer despite expectation based on product display and purchase location.
• Timeline/Duration: Installed yesterday.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased from Currys, installation completed recently. [Agent Solutions]

1. Confirmation of Missing Part: Agent confirmed that the wine rack is not included with the fridge freezer.

2. Part Purchase Information: Agent informed customer that the wine rack can be purchased separately from the website and offered to provide the part number.

[Final Resolution]

• Customer informed that the wine rack is not included and can be purchased separately. No troubleshooting steps taken as the inquiry was about product inclusion. [Service Notes]
• N/A [Executive Summary] The customer contacted regarding the absence of a wine rack in their newly installed fridge freezer, which was expected based on prior product display. The agent confirmed that the wine rack is not included with the product and provided information on how to purchase it separately. No troubleshooting steps were necessary as the inquiry was about product specifications. The conversation was focused on clarifying the product details and availability of the wine rack.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer inquired about missing wine rack for newly purchased fridge freezer. [Product Symptom]
• Symptom: No wine rack included with the fridge freezer. - Timeline/Duration: Installed yesterday. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Purchased from Currys. [Agent Solutions]

1. Model Number Verification: Customer provided model number starting with "GSL" and confirmed details.

2. Website Check: Agent checked the website for the product specifications.

3. Confirmation of Missing Item: Agent confirmed that the wine rack is not included with the fridge freezer.

4. Purchase Option Provided: Agent informed customer that the wine rack can be purchased from the LG website.

[Final Resolution]

• Customer informed about the absence of the wine rack and options to purchase it online. [Service Notes]
• N/A [Executive Summary] The customer contacted regarding a missing wine rack for a newly installed fridge freezer. The agent verified the model number and checked the product specifications on the website, confirming that the wine rack is not included. The agent provided information on how to purchase the wine rack online. The call concluded with the customer acknowledging the information provided.

[Request] DONE TASK

CNU250919335653

Surname : SEHMI

Mobile Number : 07811408691

Post Code : CV22 6NP

1st Line of Address : 14 The Hall Close, RUGBY, CV22 6NP, GB

Email Address : supadipps@msn.com

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] they could not repair the unit 2 weeks ago Customer wants to escalate Compressor the faulty part customer will get the full refund.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer requesting to be connected to the specialist team regarding a repair issue with their unit. [Product Symptom]
• Symptom: Repair team unable to fix the unit; seeking alternative solutions. - Timeline/Duration: Engineer visited approximately two weeks ago. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Previous contact with the specialist team; awaiting resolution. [Agent Solutions]

1. Verification of Customer Details: Confirmed customer's mobile number and surname for account verification.

2. Case Review: Checked the status of the repair case; noted that the engineer could not repair the unit.

3. Coordination with Support: Agent informed customer that they would coordinate with support for alternative solutions.

[Final Resolution]

• Agent will coordinate with support for alternative resolutions regarding the unit. Customer requested prompt action due to the inconvenience of being without a fridge/freezer. [Service Notes]
• N/A [Executive Summary] The customer contacted support to be connected with the specialist team regarding an unresolved repair issue with their unit. The agent verified the customer's details and reviewed the case, noting that the engineer could not repair the unit during their visit two weeks ago. The agent will coordinate with support for alternative solutions, as the customer expressed urgency due to the lack of a functioning fridge/freezer. No additional service notes were provided.

[AI Summary]

[Contact Reason]

• Customer requesting assistance from the specialist team regarding a repair issue with their unit. [Product Symptom]

• Symptom: Repair team unable to fix the unit; seeking alternative solutions.
• Timeline/Duration: Engineer visited approximately two weeks ago.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Unit is out of warranty; previous repair attempts noted. [Agent Solutions]

1. Verify Customer Information: Confirmed customer's mobile number and account details.

2. Check Repair Status: Reviewed case history; noted engineer's inability to repair the unit.

3. Coordinate with Resolutions Team: Informed customer that the case is being raised for alternative solutions.

4. Confirm Email Communication: Verified customer's email address and discussed proof of purchase submission.

5. Resend Proof of Purchase: Advised customer to resend the proof of purchase to expedite the process.

6. Update on Case: Informed customer that the resolutions team acknowledged receipt of the photo and will provide an update within two to three business days.

7. Discuss Refund Process: Explained partial refund eligibility due to unit being out of warranty and engineer's labor costs.

8. Escalate Case: Offered to escalate the case for further review regarding the refund and previous information provided.

[Final Resolution]

• Customer to receive an update on the alternative resolution offer within two to three business days. Partial refund request to be reviewed by the specialist team. [Service Notes]
• Customer expressed urgency for resolution due to difficulties living without the unit. Previous communication issues noted. [Executive Summary] The customer contacted support to discuss a repair issue with their unit, which the engineer could not fix. The agent verified the customer's information and coordinated with the resolutions team for alternative solutions. The customer was informed that they would receive an update within two to three business days regarding the offer. Additionally, the agent explained the partial refund process due to the unit being out of warranty. The customer requested an escalation of their case due to previous misinformation and communication delays.

[Request] WILL RAISE THE CASE FOR THE PARTIAL REFUND DONE TASK