_________________________________________

CNU250714718921

RNU250714090993

Surname : LAFFAN

Mobile Number : 07717757390

Post Code : NP12 1HR

1st Line of Address : Lindens, South View Road, BLACKWOOD, NP12 1HR, GB

Email Address  : laffan@gmail.com

Model # : GMG860EPBE.AEPQLGU

Serial # : 410TREWFP292

DOP : 29/01/2025

Retailer : APPLIANCE DIRECT

[Customer Issues]
Freezer -20 and engineer change it to -18
Plumbed in unit. Water dispenser is working fine.
Engineer didn't try to press the test button. 
Tubes are not kinked or bent. Ice maker is powered on. Water dispenser is working properly. Issue persists. 

No parking permit needed. 

[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is experiencing issues with their fridge freezer, specifically that the ice maker is not producing ice despite being set to the correct temperature. The customer had a previous interaction with an engineer who suggested the issue was due to incorrect settings.

2. Customer Request:
Customer is seeking assistance to resolve the ice maker issue, either through troubleshooting steps or by scheduling a service appointment for further inspection.

3. Agent Solution:
The agent attempted to guide the customer through troubleshooting steps, including checking the ice maker and its components. The agent asked the customer to locate a reset button and verify the ice maker's operation, but the customer was unable to find the button or resolve the issue. The agent ultimately offered to schedule another engineer visit to inspect the ice maker.

4. Resolution Acceptance:
Yes. The customer accepted the proposal for another engineer visit to address the ice maker issue.

5. Customer Pain Point:
Customer is frustrated with the ongoing problems with the ice maker since purchasing the unit in February and feels that previous advice from the engineer was inadequate.

6. Notable Comments:
Customer mentioned that they had previously received a replacement unit from LG but continued to face issues with the ice maker. They expressed a desire for a more effective resolution to avoid further inconvenience.

[AI Summary Recommendations]

1. Contact Reason:
Customer is experiencing issues with their fridge freezer, specifically that it is not making ice despite being set to the correct temperature of -18°C. The customer previously had an engineer visit who adjusted the temperature but did not resolve the ice-making issue.

2. Customer Request:
The customer is seeking a resolution for the ice maker not functioning properly and requests another engineer visit to diagnose and fix the problem.

3. Agent Solution:
The agent guided the customer through troubleshooting steps, including checking the ice maker and verifying the water supply. When these steps did not resolve the issue, the agent scheduled another engineer visit to further investigate the ice maker's malfunction.

4. Resolution Acceptance:
Yes. The customer accepted the proposed solution of scheduling another engineer visit to address the ongoing issue with the ice maker.

5. Customer Pain Point:
The customer expressed frustration over recurring problems with the fridge freezer since its purchase in February, including dissatisfaction with the previous engineer's assessment that the issue was due to incorrect temperature settings.

6. Notable Comments:
The customer mentioned that they had previously received a replacement unit but continued to face issues. They also noted that the ice maker's malfunction has been a persistent problem, leading to inconvenience in their daily routine.
 
[Request]
DONE
_________________________________________

 CNU250714719448

Surname : TRANTUM

Mobile Number : 07973842622 / 01256782407

Post Code : RG23 7BS

1st Line of Address : 10 Boon Way, Oakley, BASINGSTOKE, RG23 7BS, GB

Email Address  : ted.trantum@gmail.com

Model # : FWY696WWLN1.ABWQPUK

Serial # : 503PNGXCX727

DOP : 13/07/2025 PURCHASED AND DELIVERED ON 14/07/2025

Retailer : CURRYS

[Customer Issues]
WARRANTY REGISTRATION
 
[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is calling to clarify the warranty duration for their washing machine, as there was confusion regarding whether it is a two-year or five-year guarantee.

2. Customer Request:
Customer seeks assistance in registering their warranty and confirming the correct duration.

3. Agent Solution:
Agent verified the model number and confirmed that the washing machine qualifies for a five-year warranty. The agent then proceeded to create an account for the customer to facilitate the warranty registration, collecting necessary personal information such as surname, mobile number, postcode, and email address.

4. Resolution Acceptance:
Yes. The customer accepted the agent's confirmation of the five-year warranty and the account creation for registration.

5. Customer Pain Point:
Customer expressed frustration over the confusion regarding the warranty duration and the need to clarify this information.

6. Notable Comments:
Customer mentioned that the washing machine was delivered the day before the call, indicating it is a new purchase.

[AI Summary Recommendations]
1. Contact Reason:
Customer called to clarify confusion regarding the warranty duration for their washing machine, specifically whether it is a two-year or five-year guarantee.

2. Customer Request:
Customer seeks assistance in registering the warranty for their washing machine and confirmation of the warranty duration.

3. Agent Solution:
Agent verified the model number and confirmed that the washing machine qualifies for a five-year warranty. The agent created an account for the customer, collected necessary personal information, and successfully registered the warranty. The agent informed the customer that they would receive proof of registration via SMS and certification via email within 10 to 14 weeks.

4. Resolution Acceptance:
Yes. The customer accepted the registration of the warranty and acknowledged the information provided by the agent.

5. Customer Pain Point:
Customer expressed frustration over the initial confusion regarding the warranty duration and the registration process.

6. Notable Comments:
Customer mentioned that the washing machine was delivered the day before the call and was purchased from Currys. The customer was attentive to receiving the SMS confirmation and certification.

[Request]
DONE REGISTERING FOR WARRANTY
_________________________________________

 

Surname : RESHAMWALA

Mobile Number : 02084462152

Post Code : N20 0PE

1st Line of Address : 3, Charnwood Place, LONDON, N20 0PE, GB

Email Address  : castleshipvrokers@ntlworld.com

Model # : 

Serial # :

DOP : 

Retailer : 

[Customer Issues]
FRIDGE
12 TO 1400 POUNDS

[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is inquiring about the availability of the LG Interview A fridge freezer with a water dispenser option, as they noticed it is out of stock on the website.

2. Customer Request:
Customer seeks information on when the desired fridge model will be back in stock and whether any promotional offers will continue after the current sale expires.

3. Agent Solution:
Agent checked the stock availability and confirmed that the requested fridge model is out of stock. The agent advised the customer to use the "get stock alert" feature for notifications and mentioned that there is no visibility on when the model will be restocked. The agent also clarified that the only available model is priced at £1,699, which exceeds the customer's budget.

4. Resolution Acceptance:
No. The customer did not accept the proposed solution as the desired model is unavailable, and they expressed dissatisfaction with the higher-priced alternative.

5. Customer Pain Point:
Customer is frustrated by the lack of availability for the fridge model they want, especially with the impending expiration of the promotional offer, which limits their options.

6. Notable Comments:
Customer mentioned they had previously ordered the wrong model without a water dispenser and inquired about ice-making capabilities for the available models. They expressed concern about the potential changes in promotional offers after the current sale ends.
 
[Request]
DONE NO NEED TO DOCUMENT
_________________________________________

 CNU250714720223

Surname : JOSEPH

Mobile Number : 07505856091

Post Code : TW4 7AA

1st Line of Address : 116 Wellington Road North, HOUNSLOW, TW4 7AA, GB

Email Address  : jaamboo@aol.com

Model # : GSXV90MCAE.AMCQLGU

Serial # : 308TRYD2J314

DOP : 18/01/2025

Retailer : 

[Customer Issues]
WATER INLET VALVE

[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is calling to purchase a metal collar for the water inlet valve of an LG fridge freezer.

2. Customer Request:
Customer seeks assistance in obtaining the specific part needed for the fridge freezer.

3. Agent Solution:
Agent requested the serial number of the fridge to verify the model and check the availability of the part. The agent guided the customer on how to locate the serial number and confirmed the details provided. A case was created to facilitate the part request.

4. Resolution Acceptance:
Yes. The customer accepted the agent's assistance in creating a case for the part.

5. Customer Pain Point:
Customer expressed frustration in locating the correct part and the complexity of the process, indicating it was not their first time calling for assistance.

6. Notable Comments:
Customer provided detailed information about their address and expressed urgency in obtaining the part for the fridge.

[AI Summary Recommendations]
1. Contact Reason:
Customer is calling to purchase a metal collar for the water inlet valve of an LG fridge freezer.

2. Customer Request:
Customer seeks assistance in obtaining the correct part number for the metal collar needed to secure the water inlet valve.

3. Agent Solution:
Agent verified the customer's fridge model and serial number, created a case for the part request, and informed the customer that an SMS with a document upload link would be sent for submitting a photo of the needed part. The agent will send the part number once confirmed.

4. Resolution Acceptance:
Yes. The customer accepted the process of sending a photo and receiving the part number via SMS.

5. Customer Pain Point:
Customer expressed frustration about not having the correct part readily available and the inconvenience of needing to take a photo to proceed with the order.

6. Notable Comments:
Customer provided detailed information about the fridge model and serial number, indicating familiarity with the product. The customer also requested timely assistance to avoid further delays.

 
[Request]
ONCE RECEIVE THE PHOTO WILL COORDINATE TO TECH WHICH PART IS REQUESTED
_________________________________________

CNU250714720994

RNU250714092563

Surname : WILSHAW

Mobile Number : 07749408161 / 07768553530

Post Code : SK15 2TS

1st Line of Address : 5 Rookery Close, STALYBRIDGE, SK15 2TS, GB

Email Address  : sarahjane.wilshaw@gmail.com

Model # : GSL760PZXV.APZQLGU

Serial # : 011TRVM11575

DOP : 27/07/2021

Retailer : BEYOND TELEVISION

[Customer Issues]
FRIDGE
FREEZER IS NOT COOLING FOR A FEW MONTHS NOW
FREEZER TEMP -20
IT WAS MAKING ICE A FEW DAYS AGO

Freezer temp is -20. No foods that is blocking the air vents. Customer just opening the door when needed to get something. Gasket seal doesn't have any visible damage or tear. Door still closing properly. Unit has proper spacing at the side and back for ventilation. No frost build up. Tubes are not kinked or bent. Unit is plumbed in. Water dispenser is working properly. Ice maker is switched on. Pressed the test button and it's working properly.

No parking permit needed. 

[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is calling regarding an LG fridge freezer (model GSL760PZXE) that has not been reaching the proper temperature in the freezer for several months, resulting in items not freezing and no ice production.

2. Customer Request:
Customer seeks a repair appointment to address the freezer's inability to maintain the correct temperature, as it is still under warranty.

3. Agent Solution:
The agent confirmed the issue and explained that the unit is out of warranty for engineer visits. The agent offered a chargeable repair service for £215, which covers parts, labor, and VAT. The agent also outlined the terms regarding potential compressor issues and the possibility of a partial refund if the compressor needs replacement.

4. Resolution Acceptance:
Yes. The customer accepted the chargeable repair and agreed to proceed with the booking.

5. Customer Pain Point:
Customer expressed frustration over the freezer not functioning properly despite being a relatively new unit, and concerns about having to pay for repairs when it should still be under warranty.

6. Notable Comments:
Customer mentioned they have never changed the water filter, which may have contributed to the issue, and they expressed a desire to avoid repeating the troubleshooting process if the problem persists after the repair.

[AI Summary Recommendations]
1. Contact Reason:
Customer is calling regarding an LG fridge freezer (model GSL 760PZXE) that is not reaching the proper temperature in the freezer compartment, which has been an issue for a few months.

2. Customer Request:
Customer seeks a repair appointment to address the freezer not freezing items properly and to ensure the unit is functioning as expected.

3. Agent Solution:
The agent conducted troubleshooting by verifying the model and serial number, checking for blockages, and confirming the ice maker's functionality. After determining the unit is out of warranty for engineer visits, the agent offered a chargeable repair service for £215, which includes parts and labor.

4. Resolution Acceptance:
Yes. The customer accepted the chargeable repair and agreed to proceed with the payment process.

5. Customer Pain Point:
Customer expressed frustration over the freezer's failure to freeze items properly, especially since it has been in use for only two years without prior issues.

6. Notable Comments:
Customer mentioned that they have ordered a new water filter, which has not yet arrived, and noted that the water dispenser is not as cold as it used to be. They also requested a callback on a different number due to poor call quality.

[Request]
DONE BOOKING AND TRANSFERRED TO PAYMENT DEPARTMENT
_________________________________________

 CNU250714721406

Surname : BARBER

Mobile Number : 07872963247 / 01423865762

Post Code : HG5 8NZ

1st Line of Address : 11 Rievaulx Court, KNARESBOROUGH, HG5 8NZ, GB

Email Address  : mike.barber@talktalk.net

Model # : F2Y509WBLN1.ABWQPUK

Serial # : 502PNVZGZ711 

DOP : 12/07/2025

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues]
WASHER 
REGISTRATION
Customer wants to register for the 5yr warranty however he's confused to use the document upload on the SMS for requesting of the serial number.

[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is calling to register a new washing machine online but encounters a problem where the submission screen goes gray and does not proceed.

2. Customer Request:
Customer seeks assistance in successfully registering the washing machine and resolving the issue with the online registration process.

3. Agent Solution:
Agent attempted to verify the customer's account and serial number but faced difficulties due to incorrect serial number input. The agent suggested sending a link via SMS for the customer to upload a photo of the serial number sticker for accurate registration.

4. Resolution Acceptance:
Yes. The customer accepted the agent's proposal to send a link for uploading the serial number photo.

5. Customer Pain Point:
Customer expressed frustration with the online registration process and the difficulty in reading the small print on the washing machine's serial number sticker.

6. Notable Comments:
Customer mentioned dissatisfaction with the design of the washing machine's serial number label, suggesting that LG should improve the visibility of the information for easier access.
 
[Request]
DONE REGISTERING FOR 5YR WARRANTY
_________________________________________

 CNU250714720208

Surname : KIM

Mobile Number : 07450246952

Post Code : KT4 8SA

1st Line of Address : 15 Lloyd Road, WORCESTER PARK, KT4 8SA, GB

Email Address  : jyooooo45@gmail.com

Model # : 

Serial # : 

DOP : 28/06//2025

Retailer : JOHN LEWIS

[Customer Issues]
FRIDGE

[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is experiencing a constant beeping noise from a newly purchased American-style fridge freezer, which is not functioning properly after being plugged in.

2. Customer Request:
Customer requests an engineer to come out and fix the fridge freezer as soon as possible.

3. Agent Solution:
Agent explained that basic troubleshooting steps would be performed first, including checking for obstructions in air vents and the door seal. Since the customer was not at home, the agent advised them to call back with the serial number and model number once they were able to perform the troubleshooting steps.

4. Resolution Acceptance:
Yes. The customer agreed to call back with the necessary information for further assistance.

5. Customer Pain Point:
Customer expressed frustration over the fridge freezer's malfunctioning right after purchase, highlighting the inconvenience of not being able to use it.

6. Notable Comments:
Customer mentioned that the fridge freezer was brand new and had been plugged in without any food inside, indicating it was still in demo mode. The customer requested a callback once they were home to provide additional details.

[AI Summary]

1. Contact Reason:
Customer is calling regarding a fridge freezer that is experiencing issues and is within the return period from the retailer, John Lewis.

2. Customer Request:
Customer seeks assistance in coordinating a return or replacement of the fridge freezer due to the ongoing issues.

3. Agent Solution:
Agent confirmed the unit is within the return period and offered to connect the customer with John Lewis for a return or replacement. The agent gathered necessary details and prepared to transfer the call to John Lewis for further assistance.

4. Resolution Acceptance:
Yes. The customer accepted the agent's proposal to contact John Lewis for the return process.

5. Customer Pain Point:
Customer expressed frustration with the malfunctioning fridge freezer, which has caused inconvenience since the purchase.

6. Notable Comments:
Customer mentioned the purchase date was July 10, and the issue arose shortly after, indicating a need for prompt resolution.

[AI Summary]

1. Contact Reason:
Customer is experiencing a constant beeping noise from a newly purchased American-style fridge freezer, which is not functioning properly after being plugged in.

2. Customer Request:
Customer requests an engineer to come out and fix the fridge freezer as soon as possible.

3. Agent Solution:
Agent explained that basic troubleshooting steps would be performed first, including checking for obstructions in air vents and the door seal. Since the customer was not at home, the agent advised them to call back with the serial number and model number once they were able to perform the troubleshooting steps.

4. Resolution Acceptance:
Yes. The customer agreed to call back with the necessary information for further assistance.

5. Customer Pain Point:
Customer expressed frustration over the fridge freezer's malfunctioning right after purchase, highlighting the inconvenience of not being able to use it.

6. Notable Comments:
Customer mentioned that the fridge freezer was brand new and had been plugged in without any food inside, indicating it was still in demo mode. The customer requested a callback once they were home to provide additional details.

[AI Summary]

1. Contact Reason:
Customer is calling to coordinate with John Lewis regarding a previous inquiry or issue, but the call was disconnected before details could be discussed.

2. Customer Request:
Customer seeks assistance in transferring the call to John Lewis for direct coordination.

3. Agent Solution:
Agent acknowledged the customer's request and confirmed they would transfer the call to John Lewis for further assistance. However, the conversation was interrupted, and the transfer was not completed.

4. Resolution Acceptance:
No. The customer did not accept a proposed solution as the call was disconnected before any resolution could be reached.

5. Customer Pain Point:
Customer expressed frustration due to the call disconnection, which interrupted their attempt to resolve an ongoing issue.

6. Notable Comments:
Customer's previous inquiry or issue with John Lewis was not detailed in the transcript, indicating a need for follow-up to understand the context of the call.
 
[Request]
DONE TRANSFERRING TO JOHN LEWIS
_________________________________________

 CNU250714722736

Surname : HAWKES

Mobile Number : 07791652192 / 01452538389

Post Code : GL2 0NL

1st Line of Address : 31 Wellsprings Road, GLOUCESTER, GL2 0NL, GB

Email Address  : c.hawkes@live.co.uk

Model # : GSX960NSVZ.ANSQLGU

Serial # : 010TRBS0U461

DOP : 07/12/2020

Retailer : CURRYS

[Customer Issues]
FRIDGE
FREEZER IS NOT COOLING
YESTERDAY

Temperature in fridge 5 and freezer -19 however on thermometer its 1 degrees

[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is calling about a broken LG algae freeze fridge freezer, which is not cooling properly. The issue was noticed the previous day, and the freezer is currently at -19 degrees Celsius.

2. Customer Request:
Customer seeks clarification on warranty coverage and requests a repair appointment for the malfunctioning fridge freezer.

3. Agent Solution:
Agent confirmed that the unit is out of warranty for engineer visits but explained the ten-year warranty covers only the compressor part. The agent offered a chargeable repair service, detailing costs: £105 for labor and a total repair cost of £239, with a potential partial refund if the compressor is the main issue.

4. Resolution Acceptance:
No. The customer is hesitant and needs to consult with their partner before making a decision on the repair.

5. Customer Pain Point:
Customer is frustrated by the unexpected breakdown of the fridge freezer and the unclear warranty terms, particularly regarding the costs associated with repairs.

6. Notable Comments:
Customer mentioned they were referred to call by someone named Curtis and expressed confusion about the warranty coverage, specifically regarding what parts are included under the ten-year warranty.

[AI Summary Recommendations]
1. Contact Reason:
Customer is calling about a broken LG fridge freezer (model Algae Freeze) that is not cooling properly, with the issue first noticed the previous day.

2. Customer Request:
Customer seeks clarification on warranty coverage and options for repair, considering whether to fix the unit or purchase a new one.

3. Agent Solution:
Agent confirmed the unit is out of warranty for engineer visits but explained the ten-year warranty covers only the compressor. The total repair cost is quoted at £239, which includes parts, labor, and VAT. The agent also outlined the terms for potential partial refunds based on the repair outcome.

4. Resolution Acceptance:
No. The customer requested to call back after discussing the repair decision with their partner.

5. Customer Pain Point:
Customer expressed frustration over the cost of repair for a five-year-old unit and uncertainty about whether to repair or replace it, especially given the availability of new units at competitive prices.

6. Notable Comments:
Customer mentioned considering the purchase of a new fridge due to the repair costs and expressed a desire for clarity on the maximum potential repair costs before making a decision.

[Request]
DONE
_________________________________________

 CNU250714723165

Surname : SMITH

Mobile Number : 07765410158 / 07979763239

Post Code : NG19 0LB

1st Line of Address : 8 Queens Court, MANSFIELD, NG19 0LB, GB

Email Address  : jodie.smith98@outlook.com

Model # : F4A510WWLN1.ABWQPUK

Serial # : 409PNHN8G153

DOP : 10/01/2025

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues]
WASHER
ON JANUARY
LEAKING UNDERNEATH
YESTERDAY 
AOL219370688

P2025-01-10409PNHN8G153

No parking permit needed. 
 
No visible damage on the inlet and outlet pipes. No error codes. Unit is working fine it's just leaking from the underneath. Cleaned  the filter. Issue persist.

[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is calling about a leaking LG washing machine purchased in January, with water leaking from underneath the unit.

2. Customer Request:
Customer seeks troubleshooting assistance and potentially a repair appointment if the issue persists after cleaning the filter.

3. Agent Solution:
Agent guided the customer through troubleshooting steps, including checking the inlet and drain pipes for damage and locating the pump filter. The agent advised cleaning the filter, which the customer had not done before, and suggested monitoring the situation after cleaning.

4. Resolution Acceptance:
Yes. The customer accepted the advice to clean the filter and agreed to call back if the problem continues.

5. Customer Pain Point:
Customer expressed frustration over the unexpected leak and the inconvenience it caused, especially since the washing machine is relatively new.

6. Notable Comments:
Customer clarified that the washing machine was purchased for their daughter and that there was some confusion regarding the account registration details.
 
[Request]
DONE
_________________________________________

 

Surname : 

Mobile Number : 07388869349

Post Code : 

1st Line of Address :

Email Address  : 

Model # : 

Serial # :

DOP : 

Retailer : 

[Customer Issues]
FRIDGE
WATER DISPENSER
WATER TANK 

Unplugged the water and it's taking the water. Water dispenser is working properly. 
 
[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is experiencing issues with the ice maker of their LG refrigerator, specifically that it intermittently fails to produce ice despite being filled with water.

2. Customer Request:
Customer seeks assistance in troubleshooting the ice maker to resolve the issue of it not dispensing ice consistently.

3. Agent Solution:
Agent guided the customer through troubleshooting steps, including checking the water tank, ensuring the water dispenser is functioning, and locating the reset/test button on the ice maker. After pressing the test button, the ice maker began to work properly, indicating the issue was resolved for now.

4. Resolution Acceptance:
Yes. The customer accepted the solution and expressed appreciation for the agent's assistance in getting the ice maker functioning again.

5. Customer Pain Point:
Customer expressed frustration over the intermittent ice production, especially given the investment made in the refrigerator, and the inconvenience caused by the malfunction.

6. Notable Comments:
Customer mentioned that the ice maker had been problematic since purchase and indicated a willingness to follow up if the issue recurs.
 
[Request]
DONE NO NEED TO DOCU OR CREATE AN ACCOUNT THE ICE MAKER WORKED PROPERLY AFTER JTHE RESET BUTTON IS PRESSED
_________________________________________

 CNU250714723449

Surname : STEEL

Mobile Number : 07934366178

Post Code : DN36 4PA

1st Line of Address : 15 Rutland Drive, New Waltham GRIMSBY, DN36 4PA, GB

Email Address  : jcsteeleng@outlook.com

Model # : FWV686WTE.ABWQWUK

Serial # : 204PWAWKK656

DOP : 21/04/2022

Retailer : CURRYS

[Customer Issues]
WASHER
SPIIN THE RATTLING THE DRUM

Note: If customer ring us back to proceed with the repair please assists. Thank you.

[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is calling about a washing machine that has been previously repaired for a drum issue and is now rattling during the spin cycle.

2. Customer Request:
Customer seeks assistance with troubleshooting the rattling issue and inquires about warranty coverage for repairs.

3. Agent Solution:
Agent explained that the washing machine is out of warranty for engineer visits and offered a chargeable repair for £175, which includes parts, labor, and VAT. The agent also mentioned a partial refund possibility if the motor is found faulty during the repair.

4. Resolution Acceptance:
No. The customer did not accept the proposed solution as they were frustrated with the recurring issue and the cost of the repair.

5. Customer Pain Point:
Customer expressed frustration over the washing machine's repeated drum issues and the fact that it is relatively new, questioning the quality and reliability of the product.

6. Notable Comments:
Customer inquired about obtaining warranty coverage, but the agent clarified that the unit no longer qualifies for extended warranty registration. The customer was advised to check with the retailer for warranty options.

[Request]
DONE
_________________________________________

 CNU250709682401

Surname : PISZ

Mobile Number : 07881005631

Post Code : BH15 3LR

1st Line of Address : 12 Greenfield Road, POOLE, BH15 3LR, GB

Email Address  : apisz1916@gmail.com

Model # : F4V309WNE.ABWQPUK

Serial # : 108PWCMLU155

DOP : 03/10/2021

Retailer : CURRYS

[Customer Issues]
SPIIN CYCLE U5
Unplugged and plug in. Unit is leveled properly.

[Consultation contents]
RCS MJF 09.07
- Emailed ASC. Awaiting response. 

===================

Repair was done multiple times. The last repair was today 9th of July and customer complains the same thing which is the parts that engineer brought are not fitted to the unit.

[AI Summary]

1. Contact Reason:
Customer is calling regarding a washing machine that has been out of service for three weeks due to repeated issues with engineers ordering incorrect parts during multiple service visits.

2. Customer Request:
Customer seeks urgent resolution to the ongoing issue, requesting that the correct part be ordered and installed promptly, as they are incurring additional costs using a laundromat.

3. Agent Solution:
Agent acknowledged the customer's frustration and assured them that they would check with specialists to expedite the resolution. The agent proposed to call the customer back with updates on the next steps to ensure the correct part is ordered and installed.

4. Resolution Acceptance:
No. The customer did not accept the current situation and expressed dissatisfaction with the delays and repeated errors in ordering parts.

5. Customer Pain Point:
Customer is frustrated by the prolonged downtime of the washing machine, the inconvenience of using a laundromat, and the financial burden of additional laundry costs, especially with a family of four.

6. Notable Comments:
Customer mentioned they are considering purchasing a new washing machine due to the ongoing issues and expressed dissatisfaction with the service despite having a five-year guarantee from LG. They emphasized the urgency of resolving the issue before their upcoming holiday.

[AI Summary]

1. Contact Reason:
Customer is calling regarding a washing machine that has been malfunctioning for over three weeks, specifically showing a U5 error during the spin cycle after a part replacement by an engineer.

2. Customer Request:
Customer seeks a resolution for the ongoing issue, either through a prompt repair or a replacement of the washing machine, as the current situation is causing significant inconvenience.

3. Agent Solution:
Agent confirmed the issue and noted that an email had been sent to the authorized service center for further assistance. The agent suggested coordinating with the engineer for a follow-up visit to properly diagnose the spinning issue, emphasizing the need for thorough checks during the next service.

4. Resolution Acceptance:
No. The customer expressed frustration with the repeated failures to fix the machine and indicated dissatisfaction with the service received, stating they might consider filing a complaint.

5. Customer Pain Point:
Customer is annoyed by the prolonged malfunction of the washing machine, the inconvenience of using a laundromat, and the lack of effective communication and service from the engineers.

6. Notable Comments:
Customer mentioned spending significant money on laundromat services due to the washing machine's failure and expressed a desire for better service and accountability from LG regarding the repairs.
 
[Request]
DONE
_________________________________________

 CNU250714723775

Surname : LEWIS

Mobile Number : 07803586118

Post Code : CH4 8AY

1st Line of Address : 39 Earlsway, CHESTER, CH4 8AY, GB

Email Address  : geh19lewis@btinternet.com

Model # : F4C510GBTN1.AMBQWUK

Serial # : 505PWTYLZ417

DOP : 04/07/2025

Retailer : CURRYS

[Customer Issues]
WASHER
REGISTRATION

[Consultation contents]
AI Summary Recommendations
1. Contact Reason:
Customer is calling to register the warranty for their newly purchased washing machine, which was bought about a week ago.

2. Customer Request:
Customer seeks assistance with the warranty registration process for their washing machine.

3. Agent Solution:
Agent created an account for the customer and collected necessary information, including the customer's surname, mobile number, postcode, address, email, serial number, model number, purchase date, and retailer. The agent successfully registered the washing machine for a five-year warranty and informed the customer that they would receive certification via email within 10 to 14 weeks.

4. Resolution Acceptance:
Yes. The customer accepted the warranty registration and expressed satisfaction with the assistance provided.

5. Customer Pain Point:
Customer did not express any specific frustrations but may have been concerned about the warranty registration process and the time it takes to receive certification.

6. Notable Comments:
Customer mentioned purchasing the washing machine from Currys and noted the purchase date as approximately July 4, 2025. The customer appreciated the agent's help and expressed gratitude for the service.

[AI Summary]

1. Contact Reason:
Customer is calling to register the warranty for their washing machine, which they purchased about a week ago from Currys.

2. Customer Request:
Customer seeks assistance with warranty registration for their washing machine.

3. Agent Solution:
Agent confirmed the customer's details, including surname, mobile number, postcode, address, and email. The agent created an account for the customer to facilitate the warranty registration process. The agent also requested the serial and model numbers of the washing machine for verification.

4. Resolution Acceptance:
Yes. The customer accepted the agent's assistance in registering the warranty and provided the necessary information.

5. Customer Pain Point:
Customer expressed some frustration with the process, indicating it was their first time calling LG and needing assistance with warranty registration.

6. Notable Comments:
Customer mentioned purchasing the washing machine recently and provided specific details about the purchase date and location, which may be relevant for future reference.
 
[Request]
DONE REGISTERING FOR 5YR WARRANTY
_________________________________________

RNU250714094340
CNU250714723853

Surname : IKPEFURAN

Mobile Number : 07985423068

Post Code : DA1 5GN

1st Line of Address : 29 Cameron Drive, DARTFORD, DA1 5GN, GB

Email Address  : vanchop66@gmail.com

Model # : GSL761MCKV.AMCQLGU

Serial # : 012TRTX4N241

DOP : 04/07/2021

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues]
query for fridge

No parking permit needed.

[Consultation contents]
[Customer Issues] Fridge-freezer not cooling for a week
No codes nor leaks. On a well-ventilated kitchen. Has enough spacing around. Condenser area is 
clean. Not overloaded with food. Even and leveled. Shows -20 degrees and 7 and not colding on the actual. Gasket is clean and no damages; doors closing. No ice or frost buildups. 
No EWP
Payment on lunch they can call back. 
£215

Ms. Susan is the wife of the owner of the account is authorized to access this account. Her mobile number: 07956263531

[AI Summary]

1. Contact Reason:
Customer is calling about a refrigerator that has not been cooling for almost two weeks, causing food spoilage. The issue was previously reported about five years ago.

2. Customer Request:
Customer seeks assistance with troubleshooting the cooling issue or scheduling a repair if necessary.

3. Agent Solution:
Agent verified customer details and conducted troubleshooting steps, including checking for error codes, ensuring proper ventilation, and advising on cleaning the condenser area at the back of the fridge. The agent emphasized the importance of dusting the condenser to improve performance.

4. Resolution Acceptance:
Yes. The customer accepted the troubleshooting advice and agreed to check the condenser for dust.

5. Customer Pain Point:
Customer expressed frustration over food spoilage due to the refrigerator's malfunction and the inconvenience caused by the ongoing issue.

6. Notable Comments:
Customer mentioned that the refrigerator was purchased from a retailer website and provided the purchase date as July 4, 2021. The customer relies on the fridge for daily food storage and is concerned about the impact of the malfunction.

[AI Summary Recommendations]

1. Contact Reason:
Customer is calling regarding a refrigerator that is not cooling, affecting both the fridge and freezer compartments, leading to potential food spoilage.

2. Customer Request:
Customer seeks a chargeable repair service for the refrigerator and requests the earliest possible appointment due to the urgency of the situation.

3. Agent Solution:
Agent confirmed the chargeable repair cost of £215 and explained the process, including the need for a technician to assess the unit. The agent noted that if the compressor is the main issue, a partial refund may be available, but other faulty parts would not qualify for a refund. The agent scheduled the repair as a priority job.

4. Resolution Acceptance:
Yes. The customer accepted the proposed repair service and provided necessary details for scheduling.

5. Customer Pain Point:
Customer expressed frustration over the refrigerator malfunctioning and the potential loss of food, indicating disappointment with the LG brand due to this experience.

6. Notable Comments:
Customer mentioned considering switching to another brand due to dissatisfaction with the current unit's performance, despite initially choosing LG based on positive research.

 
[Request]
DONE BOOKING AND TRANSFERRED TO PAYMENT
_________________________________________

 CNU250714724016

Surname : HOLT / WARDLE

Mobile Number : 07450840766 / 07713743907 / 07438028274

Post Code : DN36 5RS

1st Line of Address : 2 Six Houses Wyham GRIMSBY, DN36 5RS, GB

Email Address  : mike.wardle87@gmail.com

Model # : F2T208WSE.ABWQMUK

Serial # : 310VOMR01787

DOP : 05/06/2024

Retailer : ARGOS DIRECT

[Customer Issues]
ARGOS
APU250710661572

[Consultation contents]
[AI Summary]

1. Contact Reason:
Customer is calling to confirm an uplift number related to a faulty product for a customer named Holt, but is unable to provide complete information such as the serial number or email address.

2. Customer Request:
Seeks confirmation of the uplift number to facilitate the replacement of the faulty item.

3. Agent Solution:
Agent attempted to verify the customer's mobile number and requested additional information like the serial number and surname. After confirming the uplift number, the agent indicated the need to coordinate with the resolutions team for further assistance.

4. Resolution Acceptance:
Yes. The customer agreed to wait while the agent coordinated with the resolutions team.

5. Customer Pain Point:
Customer expressed frustration due to the lack of information available for the uplift number and the delay in processing the replacement.

6. Notable Comments:
Customer mentioned that the account owner’s name was different, indicating a potential issue with account authorization. The customer was patient and understanding during the call.
 
[Request]
DONE
_________________________________________