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MARCH 7

  1. Inquiry: customer called in regarding
  2. Symptom Description: it doesn't show ice or water it shows 888 and there's a lot of space and then 88 but last 8 is blinking
  3. Provide error code if present: 888
  4. Troubleshooting provided: Unplug and Plug Back in Can you Unplug the refrigerator for 10 seconds. = customer = customer reset it but still there still an error " 88 88" Turn off the Ice Off setting if it is enabled Ensure water is dispensing correctly Replace or clean the water filter if it is clogged or old= customer said they ALREADY DO THAT If the last "8" continues to blink after 24 hours, unplug the refrigerator for 30 seconds to unlock the processor= customer will checking it they will call back later

= get the customer postal code for ISLO but customer does want any charges 5) Outcome: customer will callback if still the issue persist 6) Resources used (paste links used): agent co pilot plhttps://asksamsung.com/content/C33000071345-en-ca 7) Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N YES 8) Additional comments or customer response: Name: Rashmi Dewan Model Number: RFG237ATRS Phone Number: 9057120386 /6478959041 Serial Number:D90043BCB00467F Place of Purchase: Jelly Time 9) NCP Parts Needed: 10) HRM Result: 11) Sprinklr Case ID: #344128142 Ticket Number: 2330560749

  1. Inquiry: customer called in regarding dryer
  2. Symptom Description:
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome: customer will callback he's not with the unit
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Model Number: Phone Number: 2899391902 Serial Number: Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #344169105 Ticket Number: 1152213644

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  1. Inquiry: customer called in regarding TV
  2. Symptom Description:
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome:
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Model Number: Phone Number: 2508701775 Serial Number: Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #344179405 Ticket Number: 1152213772

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  1. Inquiry: customer called in regarding TV
  2. Symptom Description:
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome: call got disconnected before speaking to the customer
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Model Number: Phone Number: Serial Number: Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID:#344187838 Ticket Number: 1152213887

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  1. Inquiry: customer called in regarding
  2. Symptom Description:
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome:
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Model Number: Phone Number: Serial Number: Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: Ticket Number:

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  1. Inquiry: customer called in regarding TV
  2. Symptom Description:
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome: TRANSFER TO HE
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Model Number: Phone Number: Serial Number: Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #344190232 Ticket Number: 1152213922

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  1. Inquiry: customer called in regarding INDUCTION RANGE IN OVEN
  2. Symptom Description: THE OVEN THERMOSTAT is wrong TEMP sometimes its warm sometimes set tooo high
  3. Provide error code if present: NA
  4. Troubleshooting provided: = Thermometer: The best way to measure air temperature is by using a K-Type Thermometer. DO NOT use a dial or laser thermometer, they are not accurate. = PROVIDE SAMSUNG CANADA PARTS
  5. Outcome: provide troubleshooting and
  6. Resources used (paste links used): https://asksamsung.com/content/C33000071793-en-ca
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N YES
  8. Additional comments or customer response: Name: Jennifer Jane Sutcliffe Model Number: NSI6DG9300SRAC Phone Number: 7057738505 Serial Number: 001B7CBXB00115 Place of Purchase: CANADIAN APPLIANCES
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #344192360 Ticket Number: 2330565290

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  1. Inquiry: customer called in regarding fridge
  2. Symptom Description: the door installed in the wrong side
  3. Provide error code if present:
  4. Troubleshooting provided: = advise customer to contact the installer
  5. Outcome: resolved
  6. Resources used (paste links used): https://asksamsung.com/notice/NC33000000013
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N NA
  8. Additional comments or customer response: Name: May Nicholls Model Number:RT18DG6500SRAC Phone Number: 7789996945 Serial Number:0LX54DBY800433D Place of Purchase: Trail Appliance OCTOBER delivered 2025
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #344204300 Ticket Number:2330566750

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  1. Inquiry: customer called in regarding refrigerator
  2. Symptom Description: he call to said that the compressor is good.
  3. Provide error code if present:
  4. Troubleshooting provided: = ask customer what is the local technician said = customer said that the compressor is good
  5. Outcome: customer disconnect the call
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N NO
  8. Additional comments or customer response: Name: Dimitrios Korkizakis Model Number: RFZZ0NCTAWW/AA Phone Number:5149617334 Serial Number: JKS94BAM400362L. Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #344209241 Ticket Number: 1152214261

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  1. Inquiry: customer called in regarding washer
  2. Symptom Description: washer where the door remains locked and the water does not drain, THEN THERE WAS AN ERROR CODE SC
  3. Provide error code if present: SC
  4. Troubleshooting provided: Stop the washer

Tap ⏯to stop the washer.

• It may take a few moments for the door lock mechanism to disengage. CUSTOMER ALREADY DO THAT

• The door will not open until 3 minutes after the washer has stopped or the power has been turned off. = customer do that nothing happened

• Make sure all the water in the drum is drained. =customer said they already drained that multiple times

• The door may not open if water remains in the drum. Drain the drum and open the door manually. = customer do it

• Make sure the door lock light is off. The door lock light turns off after the washer has drained.= customer already to that. Reset the washer

Disconnect the power supply for 30 minutes. Reconnect the power supply and check if the issue is resolved.= customer already reset the power supply .

Clean the drain filter to ensure it is not clogged.- they already done doing that 5 times the filter is cleaned

Turn off the washer and wait 2-3 minutes. Turn it back on and restart the cycle from the beginning.

Drain the Emergency Hose (Front Load Models Only)

Locate the emergency drain hose near the pump filter. Drain any remaining water from the hose. Turn the washer off and then back on to unlock the door. = he already done that its starts filling up but then it just stops and it wont drain.

= provide all troubleshooting steps but customer doesn't now the serial and the model number of washer because door is lock

  1. Outcome: provide all troubleshooting steps// customer will callback
  2. Resources used (paste links used): agent co pilot https://asksamsung.com/content/C33000071459-en-ca
  3. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N YES
  4. Additional comments or customer response: Name: Bob Horn Model Number: Phone Number: 6049977094 Serial Number: Place of Purchase: BRICK
  5. NCP Parts Needed:
  6. HRM Result:
  7. Sprinklr Case ID: #344212079 Ticket Number: 2330567619

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  1. Inquiry: customer called in regarding fridge
  2. Symptom Description: the fridge is stop working
  3. Provide error code if present:81E
  4. Troubleshooting provided: = advise customer to contact the nearest service center i provide
  5. Outcome: provide islo
  6. Resources used (paste links used): https://asksamsung.com/content/C99900000020-en-ca
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Nicole Dacres Model Number: RF4267HARS/XAA Phone Number: 7097705799 Serial Number:176443CB902072M Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #344221661 Ticket Number: 2330568718 oow ======================================
  12. Inquiry: customer called in regarding fridge
  13. Symptom Description: the fridge is not cooling
  14. Provide error code if present: c for fridge 21 freezer
  15. Troubleshooting provided: Check Temperature Settings

Ensure the temperature is set to the initial setting: Fridge +3˚C / Freezer -20˚C. Lower the temperature if it is set too high. Inspect Food Storage

Verify if the refrigerator is overfilled (recommended capacity: 60-70%). Avoid placing hot food directly in the refrigerator. Check Door Usage

Confirm if the doors were left open for an extended period. Close the doors and allow time for the temperature to stabilize. Verify Recent Plug-In

If recently plugged in, wait 4-6 hours for the core temperature to stabilize. Check Refrigerator Location

Ensure proper air ventilation around the refrigerator. Avoid installing it in a confined space. The C21 error code indicates a water supply issue in the refrigerator. It may be caused by a blocked or disconnected water line, a faulty water valve, or a problem with the water filter. To resolve, check the water connection and ensure it is properly connected and not blocked. Replace the water 5) Outcome: 6) Resources used (paste links used): https://asksamsung.com/content/C33000065988-en-ca 7) Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N YES 8) Additional comments or customer response: Name: Aida Ogubalidet Model Number:RF32CG5400SRAA Phone Number: 5878920978 Serial Number:0bxj4bcw703411y Place of Purchase: 9) NCP Parts Needed: 10) HRM Result: 11) Sprinklr Case ID: #344231916 Ticket Number: 2330570019

  1. Inquiry: customer called in regarding
  2. Symptom Description:
  3. Provide error code if present:
  4. Troubleshooting provided:
  5. Outcome: misrouted call
  6. Resources used (paste links used):
  7. Remote Management or Visual Support Used? [paste 2K ticket here] RM - Y/N VS - Y/N
  8. Additional comments or customer response: Name: Model Number: Phone Number: Serial Number: Place of Purchase:
  9. NCP Parts Needed:
  10. HRM Result:
  11. Sprinklr Case ID: #344243812 Ticket Number:1152214845