_________________________________________ CNU250804921242 Surname : AZIZ Mobile Number : 07742226625 Post Code : B68 0SN 1st Line of Address : 57 Cornwall Avenue, OLDBURY, WORCESTERSHIRE, B68 0SN, GB Email Address : dali73@hotmail.co.uk Model # : GBB92STACP1.ASTQLGU Serial # : 307WRXLL5354 DOP : 04/10/2023 Retailer : CURRYS [Customer Issues] Note: Agent provided the information to the customer that the Uplift letter has been sent via email and they might already received it. Agent also advised that they just need to show the uplift to the retailer to have their unit replaced on the retailers end. Closing this case now. If customer will have questions please assists. Thank you. [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling regarding a malfunctioning refrigerator that has not been repaired despite previous attempts. The customer is confused about the repair process and the need for a replacement. 2. Customer Request: The customer seeks clarification on the status of their refrigerator and requests a replacement or refund due to ongoing issues. 3. Agent Solution: The agent informed the customer that they have coordinated with the resolutions team and that an uplift letter has been sent via email. This letter allows the customer to exchange their unit at the retailer for a new refrigerator, as the current unit cannot be repaired. 4. Resolution Acceptance: No. The customer expressed dissatisfaction with the solution, indicating confusion about the uplift letter and the lack of available replacement units from the same company. 5. Customer Pain Point: The customer is frustrated with the ongoing issues with their refrigerator and the unclear communication regarding the replacement process. They are also unhappy about the lack of options for a new unit from the same brand. 6. Notable Comments: The customer mentioned a desire for a replacement unit from the same company and expressed disappointment in the service received, indicating a lack of trust in the brand due to the ongoing issues. [AI Summary] 1. Contact Reason: Customer is calling about a malfunctioning fridge that has not been repaired despite previous attempts. The customer is confused about the repair process and the need for a replacement. 2. Customer Request: The customer seeks clarification on how to proceed with getting a replacement for the fridge, as they were informed that it cannot be repaired. 3. Agent Solution: The agent explained that the customer should present an uplift letter received via email to the retailer for a unit replacement. The agent confirmed that the fridge is beyond repair and emphasized the need to show the uplift letter to the retailer. 4. Resolution Acceptance: Yes. The customer accepted the solution but expressed frustration about not receiving the email with the uplift letter. 5. Customer Pain Point: The customer is frustrated with the ongoing issues with the fridge and the lack of clear communication regarding the replacement process. They are also concerned about not having received the necessary email. 6. Notable Comments: The customer mentioned they were told previously that the fridge could not be repaired and expressed dissatisfaction with the service, indicating they might not want to continue with the same brand. [Request] DONE _________________________________________ CNU250804921617 Surname : KENNEDY Mobile Number : 07773336652 Post Code : KA9 1BY 1st Line of Address : 46 Outdale Avenue, PRESTWICK, KA9 1BY, GB Email Address : annekennedy570@gmail.com Model # : GSLV71MCTF.AMCQLGT Serial # : 201TRFK0Z315 DOP : 30/04/2022 Retailer : CURRYS [Customer Issues] Customer wants to complain since the unit is cannot be fixed and she will pay the half of the price for the engineers visit for the VCU250804056146_01 [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling regarding a refrigerator that an engineer assessed but could not fix, seeking a refund for the £215 paid for the service visit. 2. Customer Request: Customer requests a full refund for the service charge and expresses frustration over the inability to fix the refrigerator, which is only three years old. 3. Agent Solution: Agent informed the customer that a partial refund is possible, deducting £105 for the engineer's labor. The case has been escalated to the client care team for further review regarding a potential replacement or additional resolution. 4. Resolution Acceptance: No. The customer did not accept the proposed solution, expressing dissatisfaction with the partial refund and the service received. 5. Customer Pain Point: Customer is frustrated with the poor service and the inability to fix the refrigerator, feeling that the costs incurred are unreasonable for the service provided. 6. Notable Comments: Customer emphasized their disappointment with LG's service and stated they would not recommend the brand to others. They requested prompt follow-up regarding their case due to the stress caused by not having a functioning refrigerator. [Request] DONE CREATING VOC FOR COMPLAIN _________________________________________ CNU250804921845 Surname : DAHBI Mobile Number : 01243958540 / 07878677431 Post Code : B10 0TT 1st Line of Address : Flat 7 , 694-700 Coventry Road, BIRMINGHAM, Small Heath, B10 0TT, GB Email Address : ibtissam.bo@hotmail.com Model # : FWY696GBLN1.AMBQPUK Serial # : DOP : 11/07/2025 Retailer : CURRYS [Customer Issues] andie from currys washer [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling regarding a faulty washer dryer that needs to be exchanged, as advised by the retailer to contact the manufacturer for an uplift number. 2. Customer Request: Customer seeks assistance in obtaining an uplift number to facilitate the exchange of the faulty unit. 3. Agent Solution: Agent verified the customer's details and confirmed that the unit is still within the return period. However, the agent explained that an uplift number is required to process the exchange, which cannot be issued without a service call from an engineer to confirm the unit is irreparable. The agent requested the customer to call back with the correct serial number and additional information. 4. Resolution Acceptance: No. The customer did not accept the proposed solution as they need to gather more information and have the customer on the line for further verification. 5. Customer Pain Point: Customer expressed frustration over the inability to proceed with the exchange due to missing information and the requirement for an uplift number, causing delays in resolving the issue. 6. Notable Comments: The agent noted that the customer would need to call back with the correct serial number and additional details to move forward with the exchange process. [Request] DONE _________________________________________ CNU250804925732 Surname : COOKSAN Mobile Number : 07530162612 Post Code : PL12 6UX 1st Line of Address : 1 Lake View, SALTASH, CORNWALL, PL12 6UX, GB Email Address : Model # : RC8055EH2M.ASSQEUK Serial # : 503KWVQ8B111 DOP : 15/07/2015 Retailer : [Customer Issues] TUMBLE DRYER [Consultation contents] [Customer Issues] Customer ring us since the unit still having the dE2 error code and when she did teleprecense with the last representative it did not show so she ring us back again. [Consultation contents] Agent provided the YouTube link for the customer issue via SMS and if the issue still persist agent also provided the asc number on the SMS so they can coordinate the issue directly on their end. [Request] Since we cannot book the unit now on our end since it's already more than 10yrs old. [Request] DONE _________________________________________ CNU250804922679 Surname : HARDING Mobile Number : 07938529893 Post Code : KT17 2JZ 1st Line of Address : Email Address : stephenph.harding01@virginmedia.com Model # : F4X1009NMK Serial # : 502PNFSAJ387 DOP : 25/07/2025 Retailer : A Free appliances [Customer Issues] WASHER REGISTRATION [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling to activate the free guarantee for their LG washing machine and is seeking assistance with locating the serial number required for the activation. 2. Customer Request: Customer requests help in activating the warranty and clarification on the warranty duration for their washing machine. 3. Agent Solution: Agent guided the customer on how to locate the serial number inside the washing machine. After obtaining the model and serial numbers, the agent confirmed that the unit qualifies for an extended warranty of five years for parts and labor. The agent also collected necessary personal information to complete the warranty registration. 4. Resolution Acceptance: Yes. The customer accepted the extended warranty offer after confirming the details of the model and serial numbers. 5. Customer Pain Point: Customer expressed frustration about the difficulty in locating the serial number and the lack of it in the manual, which caused confusion regarding the warranty activation process. 6. Notable Comments: Customer mentioned they received the washing machine on July 25 and purchased it from a retailer named "Avery Appliances." The customer also indicated they would prefer not to receive marketing communications or satisfaction surveys. [AI Summary] 1. Contact Reason: Customer is calling to activate the free guarantee for their LG washing machine and is seeking assistance with locating the serial number required for the activation. 2. Customer Request: Customer requests help in activating the warranty and clarification on the warranty duration and coverage. 3. Agent Solution: Agent guided the customer on locating the serial number inside the washing machine. After obtaining the model and serial numbers, the agent confirmed the unit qualifies for an extended warranty of five years for parts and labor. The agent also created a registration for the warranty and provided a case number for future reference. 4. Resolution Acceptance: Yes. The customer accepted the proposed solution and was satisfied with the extended warranty confirmation. 5. Customer Pain Point: Customer expressed frustration over the complexity of the warranty activation process and the need to provide a receipt photo, which they found unnecessary. 6. Notable Comments: Customer mentioned they received the washing machine on July 25 and purchased it from a retailer named "Avery Appliances." The customer also requested a confirmation code for the warranty registration. [Request] DONE REGISTERING AND REQUEST TO GET THE PHOTO _________________________________________ Surname : Mobile Number : 07791046485 Post Code : 1st Line of Address : Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] FRIDGE DELIVERED ON FRIDAY DENTED AT THE FRONT [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling regarding a fridge freezer that was delivered with visible dents on the front and side, expressing frustration over receiving damaged units twice from LG. 2. Customer Request: Customer seeks to return the damaged fridge freezer and requests assistance in coordinating a replacement through their insurance provider, Domestic and General. 3. Agent Solution: Agent acknowledged the issue and proposed to connect the customer with Domestic and General for further coordination regarding the return and replacement of the damaged unit. The agent assured the customer that they would facilitate the communication. 4. Resolution Acceptance: Yes. The customer accepted the agent's proposal to connect with Domestic and General for resolution. 5. Customer Pain Point: Customer is frustrated by receiving two damaged fridge freezers in a row, causing inconvenience and dissatisfaction with the product quality. 6. Notable Comments: Customer mentioned that the fridge freezer was a replacement through insurance and expressed concern over the repeated issues with LG products, indicating a lack of confidence in the brand's quality. [Request] NO NEED TO DOCU TRANSFERRED TO D&G _________________________________________ Surname : BEGUM Mobile Number : 07777140492 Post Code : RM13 7TA 1st Line of Address : 130 Dagenham Road, RAINHAM, RM13 7TA, GB Email Address : Salmabegum761@gmail.com Model # : FWV685SSE.ASSQWUK Serial # : 011PWUPKA462 DOP : 03/10/2021 Retailer : LG ELECTRONICS [Customer Issues] DE2 02/08 [FAG] - Customer called in regards to an issue of her washer having a DE2 error code. Customer finished all TS, however the unit of her will undergo a chargeable repair and customer argued she has a warranty. Unit is eligible for a 5 year warranty but needed to provide first the POP and SN to process for a possible free of charge repair. Customer agreed and will send the documents. Please assist customer if ever she called back. TS - Door close completely. When with load the door doesn't push outwards. Customer cleaned the gasket. No clothes get trapped in the door. No damage discovered on the locking mechanism. With no clothes inside the error code still persists. No damaged discovered on the gasket and metal ring hasn't come off. Unplugged the unit and plugged it back in. Issue still persists [AI Summary] 1. Contact Reason: Customer is experiencing a DE 2 error code on their LG washing machine, which prevents the door from locking properly when turned on. 2. Customer Request: Customer seeks troubleshooting assistance and potentially a service appointment if the issue cannot be resolved. 3. Agent Solution: Agent conducted troubleshooting steps, including checking the door closure, load balance, and rubber seal for obstructions. The agent also advised unplugging the washer for a minute to reset it. After confirming the error persisted, the agent informed the customer that a service appointment would be necessary. 4. Resolution Acceptance: Yes. The customer accepted the need for a service appointment after troubleshooting steps did not resolve the issue. 5. Customer Pain Point: Customer expressed frustration over the washing machine malfunctioning and confusion regarding warranty coverage, particularly concerning the locking mechanism. 6. Notable Comments: Customer mentioned uncertainty about retaining the original purchase receipt but was willing to contact the retailer for a VAT receipt to register for an extended warranty. The agent assured the customer that instructions would be sent via text for submitting the required documents. [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling regarding a DE 2 error code on their washing machine, indicating a malfunction in the locking mechanism after previous troubleshooting attempts were made. 2. Customer Request: Customer seeks to schedule a technician for repair since they cannot locate their receipt to claim an extended warranty. 3. Agent Solution: Agent verified customer details and attempted to check for available technicians. The agent coordinated with the repair department to find an engineer's availability and promised to call back later with an appointment. 4. Resolution Acceptance: Yes. The customer accepted the agent's proposal to call back with the technician's availability. 5. Customer Pain Point: Customer expressed frustration over the inability to locate the receipt for the extended warranty and the inconvenience caused by the washing machine malfunction. 6. Notable Comments: Customer mentioned they had previously spoken to another agent who provided troubleshooting steps and indicated interest in the extended warranty promotion. [Request] DOCU AND WILL RING BACK _________________________________________ CNU250804924719 Surname : DEAN Mobile Number : 07800822070 Post Code : BL6 5UB 1st Line of Address : 10 Churchward Square, BOLTON, LANCASHIRE, BL6 5UB, GB Email Address : testyourhealth@aol.com Model # : FWV1117BTSA.ABLQPUK Serial # : 208PNQE62236 DOP : 14/08/2015 Retailer : AO RETAIL LTD C/O EXPERT 360 [Customer Issues] [Consultation contents] [AI Summary] 1. Contact Reason: Customer is inquiring about a washer dryer with an easy dispense feature, similar to a previous model (SML 1) that is no longer available on the website. 2. Customer Request: Customer seeks assistance in finding a washer dryer that meets their specifications, particularly one with an easy dispense feature and a price around £900. 3. Agent Solution: Agent informed the customer that the SML 1 model is outdated and not listed on the website. The agent searched for alternative washer dryers with the easy dispense feature, asking about the customer's preferences for capacity and color. The agent provided options but noted that the specific model requested was no longer available. 4. Resolution Acceptance: No. The customer did not find a suitable replacement for the desired model and expressed disappointment over the lack of options. 5. Customer Pain Point: Customer is frustrated by the unavailability of the specific washer dryer model they previously owned and the difficulty in finding a comparable product that fits their space and feature requirements. 6. Notable Comments: Customer mentioned the need for a washer dryer due to limited space and expressed openness to different colors, although they preferred white. The conversation highlighted the importance of the easy dispense feature for the customer. [Request] DONE _________________________________________ Surname : Mobile Number : 07946107562 Post Code : 1st Line of Address : Email Address : Model # : F4X1009NMK Serial # : 503PNHNCG529 DOP : 23/07/2025 DELIVERED ORDER ON 21/07/2025 Retailer : AMAZON BY HUGHES [Customer Issues] WASHER CLOTHES STILL NOT DRYING PROPERLY TAKING THE POWDER ONLY HOWEVER Unit is properly leveled. Mixed cotton clothes. Cotton setting spin 1400 and temp is 40 [Consultation contents] [AI Summary] 1. Contact Reason: Customer is experiencing issues with a newly purchased washing machine (model F4X1009NMK) that leaves clothes soaking wet after each cycle and fails to properly dispense fabric softener. 2. Customer Request: Customer seeks assistance to determine if the washing machine is faulty or if they are using it incorrectly, and is considering a return or replacement due to dissatisfaction. 3. Agent Solution: Agent guided the customer through troubleshooting steps, including checking the machine's leveling and verifying the wash settings. The agent confirmed that the machine is within the return period and suggested contacting the retailer (Amazon) for a return or replacement. The agent offered to connect the customer to Amazon for further assistance. 4. Resolution Acceptance: Yes. The customer accepted the agent's suggestion to contact Amazon for a return and expressed a desire for a refund instead of a replacement. 5. Customer Pain Point: Customer is frustrated with the washing machine's performance, especially since it was purchased only a week ago. They expressed disappointment in LG's product quality and indicated they would prefer to switch brands. 6. Notable Comments: Customer mentioned they had heard positive reviews about LG products but are now dissatisfied with their experience. They indicated a preference for a different brand (Hotpoint) moving forward. [Request] NO NEED TO DOCU TRANSFERRED TO AMAZON _________________________________________ CNU250804925039 Surname : TRAQUAIR Mobile Number : 07800869931 Post Code : DT6 4AN 1st Line of Address : Email Address : traquairjh11@gmail.com Model # : F4X1009NWK.AGWQPUK Serial # : 502PNBM76413 DOP : 30/07/2025 Retailer : HUGHES ELECTRICAL [Customer Issues] WASHER [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling to register their new LG washing machine for a free guarantee but has been unsuccessful after multiple attempts. 2. Customer Request: Customer seeks assistance with registering the washing machine to activate the free guarantee. 3. Agent Solution: Agent confirmed the model and serial number of the washing machine, created an account in the system, and began the registration process for the free guarantee. The agent collected necessary personal information, including the customer's name, mobile number, postcode, and email address, to complete the registration. 4. Resolution Acceptance: Yes. The customer accepted the agent's assistance in registering the washing machine and provided all required information. 5. Customer Pain Point: Customer expressed frustration over the difficulty in registering the washing machine and the time spent trying to resolve the issue. 6. Notable Comments: Customer mentioned purchasing the unit from Hughes Electrical Service and provided a purchase date of July 30, 2025. [AI Summary] 1. Contact Reason: Customer is calling to register a new LG washing machine for a free guarantee but has been unsuccessful after multiple attempts. 2. Customer Request: Customer seeks assistance in successfully registering the washing machine for the warranty. 3. Agent Solution: Agent verified the model and serial number, created an account in the system, and registered the washing machine for the free guarantee. The agent informed the customer that the certification would be emailed within 10 to 14 weeks, with earlier approval. 4. Resolution Acceptance: Yes. The customer accepted the registration and acknowledged the timeline for receiving the certification. 5. Customer Pain Point: Customer expressed frustration over the difficulty in registering the washing machine and the time taken to complete the process. 6. Notable Comments: Customer mentioned purchasing the unit from Hughes Electrical Service and was informed that the unit qualifies for an extended warranty. [Request] DONE REGISTERING _________________________________________ Surname : DAD Mobile Number : 07999132999 Post Code : OL4 1BL 1st Line of Address : 88 RETFORD STREET Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] Engineer came today. Customer explained the problem to the engineer that the unit is turning on and off by itself. ASC says that the engineer will bring the part needed. Don't want to wait until 11/ 08/ 2025 and it is n emergency. Customer doesn't have an access to the cooker since the cooker has been to get an access to the washer. [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling regarding an LG washing machine that is malfunctioning, specifically turning on and off by itself and making unusual noises. The customer suspects a faulty component board. 2. Customer Request: The customer is seeking a quicker resolution for the repair, as they have already waited two weeks for an engineer who did not bring the necessary part. They request an expedited appointment or alternative arrangements. 3. Agent Solution: The agent acknowledged the customer's concerns and offered to escalate the issue to a manager for further assistance. The agent also noted the urgency of the situation and promised to coordinate with the service department to expedite the part's arrival and the engineer's visit. 4. Resolution Acceptance: No. The customer did not accept the proposed solution as they insisted on immediate action and a direct transfer to someone who could check the part's availability. 5. Customer Pain Point: The customer expressed frustration over the prolonged wait for repairs, lack of access to kitchen appliances, and the urgency of the situation due to a family emergency with a newborn on the way. 6. Notable Comments: The customer highlighted the inconvenience caused by having to remove other appliances to access the washing machine and emphasized the need for urgent assistance, indicating they would prefer not to escalate the matter further. [Request] DOCU AND RAISE AND REQUEST TO SEND AN EMAIL TO ASC TO STILL HAVE THE PRIORITY SCHED _________________________________________ CNU250804926141 Surname : JORDAN Mobile Number : 07956338523 Post Code : E10 7HE 1st Line of Address : Email Address : redwj112@hotmail.com Model # : GRL206CVQA Serial # : 406KRFN00883 DOP : Retailer : [Customer Issues] FREEZER DRAWER AND FRIDGE DRAWER SUPPORT [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling to inquire about obtaining specific parts for their freezer refrigerator model GR-DL206CZQA, as they were unable to find them online. 2. Customer Request: Customer seeks assistance in ordering the freezer drawer and refrigerator drawer supports for their fridge. 3. Agent Solution: Agent confirmed the model number and coordinated with technical experts to identify the required parts. The agent informed the customer that a photo of the specific parts is needed for accurate identification and offered to create an account for the customer to facilitate the process. 4. Resolution Acceptance: Yes. The customer accepted the proposal to create an account and provide a photo of the parts needed. 5. Customer Pain Point: Customer expressed frustration over the difficulty in finding the parts online and the uncertainty about whether they could order them through customer service. 6. Notable Comments: Customer mentioned that the refrigerator was purchased approximately 20 years ago, indicating a long-term use of the appliance. [AI Summary] 1. Contact Reason: Customer is calling to inquire about obtaining parts for their freezer refrigerator model GR-DL206CZQA, specifically the freezer drawer and refrigerator drawer supports. 2. Customer Request: Customer seeks assistance in ordering the specific parts needed for their refrigerator, as they were unable to find them online. 3. Agent Solution: Agent coordinated with technical support to identify the required parts. The agent requested the customer to provide photos of the specific parts needed and created a case for tracking. The customer was sent an SMS with a link to upload the photos and a case number for reference. 4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to send the required photos for further assistance. 5. Customer Pain Point: Customer expressed frustration over the difficulty in finding the parts online and the need for assistance in ordering them. 6. Notable Comments: Customer mentioned that the refrigerator was purchased approximately 20 years ago and appreciated the agent's help in creating a case for the parts needed. [Request] ONCE RECEIVE THE PHOTOS WILL COORDINATE WHICK PART NUMBER _________________________________________ CNU250804927006 Surname : ROOKE Mobile Number : 07958610866 Post Code : DN14 7AT 1st Line of Address : Email Address : mandyrooke66@gmail.com Model # : F4A510GBLN1 Serial # : 407PWSDLA030 DOP : 18/08/2024 Retailer : AO RETAIL LTD C/O EXPERT 360 [Customer Issues] WASHER LAST AUGUST ON SUNDAY Leakage under the unit 19/07 1500 for a brand new kitchen No any signs of damage on the inlet and outlet pipes. No error codes. Checked the drain hose is fine and draining properly. Cleaned the gasket and detergent dispenser. No parking permit needed. Weekdays past 3: 30 pm Friday after 1pm [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling about a washing machine that is leaking water underneath, which caused flooding in the kitchen. The machine is less than a year old and made a loud noise during a previous wash. 2. Customer Request: Customer seeks assistance with the leakage issue and potentially a repair appointment to resolve the problem. 3. Agent Solution: Agent gathered necessary information, including the model and serial number of the washing machine. The agent created an account for the customer and verified contact details. The agent will proceed to schedule a service appointment to address the leakage issue. 4. Resolution Acceptance: Yes. The customer accepted the agent's proposal to schedule a service appointment for the washing machine. 5. Customer Pain Point: Customer expressed frustration over the flooding caused by the washing machine and the inconvenience of having a malfunctioning appliance so soon after purchase. 6. Notable Comments: Customer mentioned that the washing machine had previously made a concerning noise during operation, which raised alarms among family members present at the time. [AI Summary] 1. Contact Reason: Customer is calling regarding a brand new washing machine that is leaking water from the bottom, despite no visible damage or error codes present. 2. Customer Request: Customer seeks a replacement for the washing machine or a full refund due to dissatisfaction with the product's performance after only 11 months of use. 3. Agent Solution: Agent verified the product details, including the serial number and purchase date. The agent asked several troubleshooting questions regarding visible damage, error codes, and drainage issues. However, the customer insisted on wanting a new machine or a refund instead of troubleshooting. 4. Resolution Acceptance: No. The customer did not accept the proposed troubleshooting steps and expressed a strong desire for a replacement or refund. 5. Customer Pain Point: Customer is frustrated with the washing machine's performance, especially since it has only lasted 11 months, contrasting with previous machines that lasted much longer. 6. Notable Comments: Customer mentioned having owned multiple washing machines in the past that lasted significantly longer, indicating a high expectation for product durability and reliability. [AI Summary] 1. Contact Reason: Customer is calling about a brand new washing machine that is leaking water from the bottom, despite no visible damage or error codes present. 2. Customer Request: Customer seeks a resolution for the leaking issue, expressing a desire for either a replacement machine or a refund due to dissatisfaction with the product. 3. Agent Solution: Agent gathered necessary information, confirmed the issue, and proposed scheduling a visit from a technician to assess the machine. If the unit is deemed unrepairable, the case will be escalated for potential replacement or refund. 4. Resolution Acceptance: Yes. The customer accepted the proposed solution of scheduling a technician visit and provided availability for the appointment. 5. Customer Pain Point: Customer is frustrated with the leaking issue, especially since the washing machine is only 11 months old. They expressed dissatisfaction with the product's performance compared to previous machines. 6. Notable Comments: Customer mentioned significant inconvenience caused by the leakage, including damage to their kitchen. They also highlighted their busy work schedule, requesting the technician visit to be scheduled after 1 PM on Fridays. [Request] WILL BOOK FOR THE REPAIR _________________________________________ CNU250804927549 Surname : HAMMOND Mobile Number : 07476865578 Post Code : ME19 4SA 1st Line of Address : 34 Saxon Close, WEST MALLING, ME19 4SA, GB Email Address : carl_j_hammond1@hotmail.com Model # : GBV5240CEP.AEPQLGT Serial # : 503TRQULY620 DOP : 24/07/2025 Retailer : JOHN LEWIS [Customer Issues] My complaint now is the whole process. The website. The phone calls you Your partner Contact there called Ray Because none of you seem to actually know what's going on none of you will answer a conversation properly. None of you will transfer people accordingly as a customer has actually been asked to speak to a specific member of staff a manager. you have failed to do it. It's a customer complaint. That's enough that is all they need to know at the moment. By your sister company that represents you. Which I will happily do and I will put you down as the contracts that caused that escalation of a complaint. So you don't need to know it's a customer complaint. You will now speaking to someone just You're aware that actually works for the debt collection company in this line of work. I know the rules and regulations. I know my rights. I'm sorry but I I'm in England. It doesn't sound like you are at the moment Just you're aware under data protection rules regulations. you are allowed to provide me the information I request. So I am now urging you for your own personal position on this for the complaint to put me through to the relevant party that I have requested to speak to which is your manager. All you rejecting me that right. If you are then you are aware that I will be escalating this matter. The call is being monitored and recorded for quality control purposes and the complaint will also be against yourself. As the customer I am requesting to speak to your management tech stop talking over me. Please As I've just stated I am requesting right now to be speaking to a manager as I have been told by your sister company to do. Are you aware that you are rejecting my request to be put through as an official complainant against your company now? [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling to escalate a complaint and insists on speaking to management regarding issues with warranty handling and overall service dissatisfaction. 2. Customer Request: Customer requests to be transferred to a management representative to address their complaint directly, as advised by a sister company. 3. Agent Solution: Agent attempted to verify the customer's account and explained that they could only raise the case to management, not transfer the call directly. The agent repeatedly asked for details about the complaint, which the customer refused to provide, insisting on immediate transfer. 4. Resolution Acceptance: No. The customer did not accept the agent's solution and expressed frustration over the inability to speak with management. 5. Customer Pain Point: Customer is frustrated with the service process, feeling that their requests are being ignored and that the handling of their warranty issue is inadequate. 6. Notable Comments: Customer mentioned they would escalate the matter to the CEO of LG and expressed dissatisfaction with the overall service experience, stating they would never buy LG products again. [Request] LEVEL 2 AND DONE DOCU _________________________________________ VCU250804056242_01 RNU250804063182 Surname : ANDERSON Mobile Number : Post Code : 1st Line of Address : Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] [Consultation contents] [Request] _________________________________________ CNU250804927881 RNU250804063043 Surname : LANTUKH Mobile Number : 07837950686 Post Code : N11 2PE 1st Line of Address : 3 Passmore Gardens, LONDON, N11 2PE, GB Email Address : nadiya.lantukh@gmail.com Model # : FWV796WTSE.ABWQPUK Serial # : 109PNLP64352 DOP : 24/12/2021 Retailer : AO RETAIL LTD C/O EXPERT 360 [Customer Issues] WASHER DRYER Telepresence: No Warranty Status: In Warranty Fault: Vibrating too much when on spin cycle Troubleshooting: Load is not balanced and distributed correctly. Shipping bolts removed. Nothing underneath the machine. Unit is levelled and customer do rock test. Wooden floor with rubber cup feet installed. Proper spacing. It happen even without any loads. No error code. Email: Nadiya.lantukh@gmail.com Primary Number: 07837950686 Retailer: AO.com SDS Details: [NOT USED] Drain hose doesn't have any blockage. Cleaned the filter. Normal load or less load it still not drying the clothes properly. Unit is properly leveled. No error codes. Unplugged and plug in the unit. Issue persists. No parking permit needed. P2021-12-24109PNLP64352 LGEUK DMST Sub-Part [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling about a washer dryer that has not been functioning properly, specifically not drying clothes effectively and experiencing vibrations during operation. 2. Customer Request: Customer seeks assistance in resolving the ongoing issues with the washer dryer, including scheduling another engineer's visit for repair. 3. Agent Solution: Agent confirmed the customer's ongoing issues and documented the need for another engineer's visit. The agent asked troubleshooting questions regarding the unit's performance, including checking for blockages and ensuring the unit is leveled, but the customer reported no improvement. The agent verified that the unit is still under warranty. 4. Resolution Acceptance: Yes. The customer accepted the proposal for another engineer's visit to address the persistent issues with the washer dryer. 5. Customer Pain Point: Customer expressed frustration with the washer dryer not functioning as expected, particularly after previous repairs, and the inconvenience caused by the ongoing issues. 6. Notable Comments: Customer mentioned that the unit was previously leveled by an engineer but continues to have problems. The customer also confirmed that they have already attempted basic troubleshooting steps, such as unplugging the unit. [AI Summary] 1. Contact Reason: Customer is calling about a washer dryer that is not drying clothes properly and has been experiencing issues for the past week. 2. Customer Request: Customer seeks a repair appointment for the washer dryer, as the problem persists despite previous troubleshooting attempts. 3. Agent Solution: Agent confirmed the unit is under extended warranty and scheduled a repair visit. The agent documented the issue, verified the customer's details, and informed the customer that an engineer would contact them within two business days to confirm the appointment. 4. Resolution Acceptance: Yes. The customer accepted the scheduled repair and was satisfied with the arrangement for the engineer's visit. 5. Customer Pain Point: Customer expressed frustration over the ongoing issue with the washer dryer, which has disrupted their laundry routine and caused inconvenience. 6. Notable Comments: Customer mentioned that the unit was previously leveled by an engineer but still experiences issues. They also confirmed that no error codes are displayed on the unit. [Request] DONE BOOKING _________________________________________ CNU250804928215 Surname : BOLTON Mobile Number : 07801802728 Post Code : RG31 6SN 1st Line of Address : 71 Cotswold Way Tilehurst READING, RG31 6SN, GB Email Address : georgiebolton@hotmail.com Model # : GML844MC7E.AMCQLGU Serial # : 310TRZY21101 DOP : 14/12/2023 Retailer : CURRYS [Customer Issues] FRIDGE Gas vaccum [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling regarding a broken fridge freezer that has been deemed unrepairable after multiple service visits. The customer has been without a fridge since July 15th. 2. Customer Request: Customer seeks information on the next steps following the confirmation that the fridge freezer is a write-off, including potential replacement or refund options. 3. Agent Solution: Agent coordinated with the repair department and informed the customer that an engineer's report is pending. The agent explained that alternative resolutions, such as a replacement or refund, will be subject to review and approval once the report is received. 4. Resolution Acceptance: No. The customer did not accept a resolution yet as they are waiting for the engineer's report to determine the next steps. 5. Customer Pain Point: Customer is frustrated about being without a fridge for an extended period and is anxious about the financial implications of needing a new unit. 6. Notable Comments: Customer expressed concern about the urgency of needing a fridge and inquired about the availability of the same model for replacement. They plan to follow up the next day for updates on the engineer's report. [Request] DONE _________________________________________