18/09 CALLS

CNU250918325653

Surname : SHASWAR

Mobile Number : 07745060936

Post Code : LS3 1HF

1st Line of Address : 68 Belle Vue Road, LEEDS, LS3 1HF, GB

Email Address :

Model # : GSL760PZXV.APZQLGU

Serial # : 108TRFK1K187

DOP :

Retailer : SONIC MEGASTORE LTD

[Customer Issues] Compressor

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing compressor failure in fridge freezer. Seeking assistance for warranty coverage and authorized service options. [Product Symptom]

• Symptom: Compressor failure in fridge freezer.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Warranty status mentioned. [Agent Solutions]

1. Account Verification: Requested customer surname and address details for account verification.

2. Service Center Inquiry: Inquired about authorized service centers available for the customer.

3. Provided Service Center Number: Referred to a previously provided service center number.

[Final Resolution]

• Customer advised on next steps for service center contact. Further assistance offered if needed. [Service Notes]
• Customer mentioned warranty status. - Previous service center contact details provided. [Executive Summary] The customer reported a compressor failure in their fridge freezer and sought assistance regarding warranty coverage and authorized service options. The agent verified the customer's account details and inquired about available service centers. A previously provided service center number was mentioned. The customer was advised on the next steps for contacting the service center, with further assistance offered if required.

[AI Summary]

[Contact Reason]

• Customer experiencing compressor failure in fridge freezer. Seeking assistance for repair options and warranty coverage. [Product Symptom]

• Symptom: Compressor not functioning.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Warranty still active; compressor has a ten-year warranty. [Agent Solutions]

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

2. Provide Service Center Information: Informed customer that the previously provided service center is not in their area and offered to find another authorized service center.

3. Discuss Compressor Replacement: Explained that LG does not sell compressors directly but can provide a refund for the compressor part if purchased by the customer.

4. Warranty Clarification: Confirmed that the compressor part is under warranty for ten years.

5. Send Information via SMS: Offered to send the authorized service center number and a link to purchase the compressor via SMS.

6. Confirm Receipt: Asked customer to confirm receipt of the SMS with the information sent.

[Final Resolution]

• Provided authorized service center number and link for compressor purchase. Customer to purchase compressor and submit receipt for refund. [Service Notes]
• Customer has a brother-in-law who is an engineer and can assist with the compressor replacement. [Executive Summary] The customer contacted support regarding a non-functioning compressor in their fridge freezer and inquired about repair options and warranty coverage. The agent verified the account and informed the customer that the authorized service center previously provided was not available in their area. The agent clarified that LG does not sell compressors but can refund the cost of the compressor part if purchased by the customer. The agent sent the customer the authorized service center number and a link to purchase the compressor via SMS. The customer confirmed receipt of the information.

[AI Summary]

[Contact Reason]

• Customer inquiring about claiming reimbursement for a compressor purchased online. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Account Check: Agent checked the account for necessary information.

2. Proof of Purchase Inquiry: Agent requested proof of purchase for the fridge.

3. Serial Number Request: Agent asked for the serial number of the fridge.

4. Purchase Location Inquiry: Agent inquired about where the fridge was purchased.

[Final Resolution]

• Customer needs to provide proof of purchase for the fridge to proceed with the reimbursement claim for the compressor. [Service Notes]
• N/A [Executive Summary]
• The customer contacted support to inquire about claiming reimbursement for a compressor. The agent checked the account and requested proof of purchase for the fridge, as it is necessary for the reimbursement process. The customer confirmed they have the receipt but could not provide the serial number directly. The next steps involve the customer providing the required proof of purchase to proceed with the claim.

[AI Summary]

[Contact Reason]

• Customer inquired about claiming reimbursement for a compressor purchased online. [Product Symptom]
• Symptom: Customer reported needing reimbursement for a compressor replacement. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Customer mentioned the fridge was a gift from a brother-in-law, purchased from a specific store. [Agent Solutions]

1. Verify Purchase: Agent requested proof of purchase for the fridge.

2. Request Serial Number: Agent asked for the serial number of the fridge.

3. Explain Reimbursement Process: Agent explained the need for proof of purchase for both the fridge and the compressor to process the reimbursement.

4. Document Requirements: Agent listed required documents: proof of purchase for the fridge, invoice for the compressor, and engineer's report after compressor replacement.

5. Confirm Engineer's Report: Agent instructed customer to provide the engineer's report once the compressor is replaced.

6. Send Required Files: Agent offered to send a text message with the required file details.

[Final Resolution]

• Customer to provide proof of purchase for the fridge, invoice for the compressor, and engineer's report after replacement. Agent confirmed the process for reimbursement. [Service Notes]
• Customer's fridge was a gift; needs to obtain proof of purchase from brother-in-law. - Customer has already purchased the compressor and is awaiting reimbursement. [Executive Summary] The customer contacted support regarding reimbursement for a compressor purchased online. The agent requested necessary documentation, including proof of purchase for both the fridge and the compressor, as well as an engineer's report after the compressor replacement. The customer was informed of the steps needed to proceed with the reimbursement. The agent provided clear instructions and confirmed the next steps for the customer to follow.

[Request] DONE DOCU AND TASK

CNU250918326107

Surname : PHILLIPSON

Mobile Number : 01327858121 / 07578734441

Post Code : NN12 8UY

1st Line of Address : 82 West End Silverstone TOWCESTER, NN12 8UY, GB

Email Address : matt.d.phillipson@icould.com

Model # : DF222FPS.APZQEUK

Serial # : 209KWAT2L504

DOP : 29/10/2023

Retailer : CURRYS

[Customer Issues] AE ERROR

No leakage. Unit is properly leveled. Door alignment is fine and closing properly. No oversuds. Unplugged and plug in. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about the status of an engineer visit for a dishwasher issue. Previous call was cut off before confirmation. [Product Symptom]

• Symptom: Dishwasher displaying error code AE, has been malfunctioning repeatedly.

• Timeline/Duration: Error has been present for several days; last repair was on September 17.

• Environment: Not Specified.

• Self-troubleshooting: Customer switched off the dishwasher due to continuous beeping; unplugged and re-plugged the appliance.

• History: Multiple previous repairs for the same issue; warranty status confirmed. [Agent Solutions]

1. Account Verification: Checked customer accounts and confirmed two accounts exist.

2. Repair Status Check: Found a scheduled repair for September 15; confirmed error code AE.

3. Account Merge: Merged two accounts into one for easier management.

4. Contact Information Update: Added customer’s mobile number and verified email addresses.

5. Error Code Confirmation: Confirmed error code AE is still present; customer switched off the dishwasher.

6. Diagnostic Questions: Asked about leaks, leveling, door alignment, and previous troubleshooting steps.

7. Documentation: Documented all findings and customer responses for future reference.

[Final Resolution]

• Engineer visit confirmed for September 15. Accounts merged for streamlined communication. Customer advised on the ongoing issue with the dishwasher. [Service Notes]
• Customer has had multiple repairs for the same issue. Dishwasher is under warranty. Customer's wife is currently in the hospital. [Executive Summary] The customer contacted support to check the status of an engineer visit for a dishwasher displaying error code AE. The agent verified two accounts, confirmed a scheduled repair for September 15, and merged the accounts for better management. The customer reported multiple previous repairs for the same issue, and the dishwasher remains under warranty. The agent documented all relevant information for future service visits.

[AI Summary]

[Contact Reason]

• Customer inquiring about the status of an engineer visit for a dishwasher issue. Previous call was cut off before confirmation. [Product Symptom]

• Symptom: Dishwasher displaying error code AE, causing it to beep continuously.

• Timeline/Duration: Error has been present for several days. Last repair attempt was on September 17.

• Environment: Not Specified.

• Self-troubleshooting: Customer switched off the dishwasher to stop the beeping.

• History: Multiple previous repairs for the same issue. Dishwasher is still under warranty. [Agent Solutions]

1. Account Verification: Verified customer’s surname and address details.

2. Account Check: Found two accounts associated with the customer. Merged accounts for clarity.

3. Engineer Visit Confirmation: Confirmed an engineer visit was scheduled for September 15.

4. Error Code Confirmation: Verified that the error code AE is still present on the dishwasher.

5. Documentation: Collected customer’s email and mobile numbers for account updates.

6. Serial Number Verification: Recorded the serial number of the dishwasher.

7. Troubleshooting Questions: Asked about leaks, leveling, door alignment, and previous troubleshooting steps.

8. Request for Photo: Requested a photo of the error code for documentation purposes.

[Final Resolution]

• Engineer visit scheduled for September 15. Customer to provide a photo of the error code for documentation. Reference number to be sent after the call. [Service Notes]
• Customer has had multiple repairs for the same issue. Dishwasher is under warranty. Customer expressed concern about recurring problems. [Executive Summary] The customer contacted support to check the status of an engineer visit for a dishwasher displaying error code AE. The agent verified the customer's account, confirmed an engineer visit scheduled for September 15, and collected necessary information for documentation. The customer has experienced multiple repairs for the same issue, and the dishwasher remains under warranty. The customer agreed to provide a photo of the error code for further processing.

[Request] WILL WAIT FOR THE POP AND SERIAL BRFORE BOOKING

Surname : BORYSZKOWSKI

Mobile Number : 07958173417 / 02088798594

Post Code : HU4 6QJ

1st Line of Address :

Email Address : BORYSKAMIL15@INTERIA.PL / ysaamil22@gmail.com

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] DRYER

[Consultation contents]

[AI Summary] [Contact Reason]

• Customer experiencing issues with dryer. Requesting assistance regarding warranty and repair. [Product Symptom]

• Symptom: Dryer making a loud noise during drying cycle, described as a bumping sound.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Not Specified. [Agent Solutions]

1. Account Creation: Agent created an account for the customer to assist with the issue.

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

[Final Resolution]

• Account created for further assistance. Customer's information verified. Next steps not specified. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a noise issue with their dryer during the drying cycle. The agent created an account for the customer and verified their personal information, including surname, mobile number, postcode, and email address. No troubleshooting steps were taken during the call, and the next steps were not specified.

[Request] DONE

CNU250918326724 RNU250920081236

Surname : THORNDYKE

Mobile Number : 07771901491

Post Code : CF31 4XA

1st Line of Address : 27 Westward Place, BRIDGEND, CF31 4XA, GB

Email Address : martyn_thorndyke@yahoo.co.uk

Model # : GBV3200DPY.APYQLGT

Serial # : 408TRBSD3021

DOP : 10/04/2025

Retailer : HUGHES ELECTRICAL

[Customer Issues]

No parking permit needed.

Temperature in the Freezer -18 and Fridge 3.Unit is properly leveled. Customer tried to remove all the drawer one at the time for his to close the door and checking the noise still happening.

[Consultation contents] [AI Summary]

[Contact Reason]

• Follow-up regarding a noise issue with a fridge freezer. [Product Symptom]

• Symptom: Noise issue with the fridge freezer. Customer reports it developed a noise ten days ago.
• Timeline/Duration: Started ten days ago.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased in April, worked perfectly until ten days ago. [Agent Solutions]

1. Case Review: Checked previous communication regarding the noise issue.

2. Technical Verification: Confirmed with technical experts that the noise is considered normal as long as there are no issues with the motor.

3. Customer Inquiry: Asked if the noise is still occurring.

[Final Resolution]

• Customer advised to monitor the noise as it is deemed normal by technical experts. [Service Notes]
• N/A. [Executive Summary] The customer contacted support to follow up on a noise issue with their fridge freezer, which began ten days ago. The agent reviewed the case and confirmed with technical experts that the noise is normal, provided there are no motor issues. The customer was advised to monitor the noise. No additional troubleshooting steps were taken, and there were no critical service notes for future visits.

[AI Summary]

[AI Summary]

[Contact Reason]

• Follow-up regarding a noise issue with a fridge freezer. [Product Symptom]

• Symptom: Ticking noise from the fridge freezer, louder inside the freezer.
• Timeline/Duration: Developed noise ten days ago; previously worked perfectly.
• Environment: Built into the kitchen.
• Self-troubleshooting: Customer checked drawers, ensured no items touching, confirmed no ice maker or water usage.
• History: Purchased in April; no previous issues reported. [Agent Solutions]

1. Check Previous Case: Reviewed previous communication regarding the noise issue.

2. Confirm Noise Status: Asked if the noise is still occurring; customer confirmed it is.

3. Discuss Normal Operation: Explained that the technical team stated the noise is normal unless it indicates a motor issue.

4. Offer Engineer Visit: Proposed a courtesy visit from an engineer to investigate the noise further.

5. Request Recording: Asked customer to provide a recording of the noise for documentation.

6. Verify Noise Location: Inquired about the noise's origin; customer indicated it is louder inside the freezer.

7. Request Video Evidence: Suggested customer send a video capturing the noise when the freezer door is opened.

8. Document Customer Details: Collected customer’s email and confirmed correct spelling for communication.

9. Confirm Temperature Settings: Verified current temperature settings of the fridge and freezer.

10. Check Leveling: Asked if the fridge is properly leveled; customer confirmed it is stable.

1

1. Send SMS: Notified customer that an SMS would be sent for video submission.

[Final Resolution]

• Customer to send a recording and video of the noise. Engineer visit to be scheduled upon receipt of evidence. [Service Notes]
• N/A [Executive Summary] The customer contacted support to follow up on a ticking noise issue with their fridge freezer, which began ten days ago. The agent confirmed the noise was deemed normal by technical experts but offered a courtesy visit from an engineer for further investigation. The customer was asked to provide a recording and video of the noise for documentation. The agent collected necessary details and confirmed the fridge's temperature settings and stability. The next step involves the customer sending the requested media for further assessment.

[Request] DONE BOOKNG AND SMS

CNU250918327594

Surname : JOHNSON

Mobile Number : 07506887724

Post Code : RG12 2TA

1st Line of Address :

Email Address : amyj9550@gmail.com

Model # : FWY696GBLN1

Serial # : 407PNMH1U395

DOP : 05/11/2024

Retailer : CURRYS

[Customer Issues] WASHER REGISTRATION WARRANTY

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer requested to register their washing machine. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Model Number Verification: Confirmed model number as Foxtrot Whiskey Yankee 696 Golf Robert Lima November

3. Warranty Information: Informed customer about the standard five-year warranty.

4. Purchase Date Inquiry: Asked for purchase date; customer stated November 5, 2020.

5. Purchase Location Inquiry: Customer indicated purchase was made at Currys.

6. Serial Number Request: Collected serial number 407 Papa November Mike Hotel 1 Uniform 395.

7. Account Creation: Initiated account creation for registration.

8. Customer Information Collection: Gathered customer surname, mobile number, postcode, address, and email address.

9. Consent for Communication: Asked customer if they consent to receive emails about goods and services; customer declined.

10. Satisfaction Survey Consent: Asked if customer is happy to receive satisfaction service emails; customer agreed.

11. Invoice and Serial Sticker Request: Requested invoice and serial sticker for registration purposes.

1

1. Link for Document Submission: Informed customer that a link will be sent for submitting pictures of the invoice and serial sticker.

[Final Resolution]

• Customer agreed to provide invoice and serial sticker for registration. Link to be sent for document submission. [Service Notes]
• N/A [Executive Summary] The customer contacted support to register their washing machine. The agent verified the model number and warranty information, collected purchase details, and gathered necessary customer information for account creation. The agent requested the invoice and serial sticker for registration and informed the customer that a link would be sent for document submission. The customer agreed to provide the required documents.

[AI Summary]

[Contact Reason]

• Customer requested to register their washing machine. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Model Verification: Confirmed model number as Foxtrot Whiskey Yankee 696 Golf Robert Lima November

3. Purchase Date Inquiry: Asked for purchase date; customer stated November 5, 2020.

4. Purchase Location Inquiry: Customer indicated purchase from Currys.

5. Serial Number Request: Requested serial number; customer provided 407 Papa November 1 Uniform 395.

6. Account Creation: Agent created an account for registration.

7. Customer Information Collection: Collected customer details including surname, mobile number, postcode, address, and email.

8. Consent for Communication: Asked customer for consent to receive emails regarding goods and services; customer declined.

9. Extended Warranty Information: Informed customer about the need for invoice and serial sticker for registration.

10. Link for Document Submission: Provided a link for the customer to upload required documents.

11. Case Number Provided: Informed customer of the case number for reference.

1

1. Document Verification: Checked uploaded documents; requested full receipt due to incomplete visibility.

2. Final Registration: Registered the unit for extended warranty and confirmed SMS sent with reference number.

[Final Resolution]

• Unit registered for extended warranty. Customer to receive certification via email within 10-14 weeks. SMS confirmation sent with reference number. [Service Notes]
• N/A [Executive Summary] The customer contacted to register their washing machine. The agent verified the model and purchase details, collected necessary customer information, and provided a link for document submission. After verifying the uploaded documents, the agent successfully registered the unit for an extended warranty. The customer will receive a certification via email within 10-14 weeks, and an SMS confirmation was sent with a reference number.

[Request] DONE REGISTER & SMS DONE TASK

CNU250918328056

Surname : FRANCIS

Mobile Number : 07552751159

Post Code : ST5 9JZ

1st Line of Address : 45 Milehouse Lane, NEWCASTLE, ST5 9JZ, GB

Email Address : PRASHNOL1992@GMAIL.COM / prashnol1992@gmail.com

Model # : F4C510GBTN1.AMBQPUK

Serial # :404PNEB08780

DOP : 06/10/2024

Retailer :

[Customer Issues] WASHER UE

Note: Customer just put at least 3 to 4 clothes inside that might cause the UE Error. Agent advice the customer to do an empty cycle on speed 14 and the UE still come up he need to take a short video of that for us to have a proof and can book it without delay. Closing this case now. If the customer will ring us back, please assists. Thank you.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing UE error code on washing machine. Issue with rinsing water out of clothes. [Product Symptom]

• Symptom: Washing machine not rinsing water out; displays UE error code.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Not Specified. [Agent Solutions]

1. Verify Error Code: Confirmed UE error code indicates unbalanced load.

2. Explain Cause: Advised that UE error may occur due to either too few or too many clothes in the machine.

3. Suggest Test: Recommended running an empty cycle on Speed 14 to check for UE error without clothes inside.

4. Request Evidence: Asked customer to take a video of the UE error if it persists during the empty cycle.

[Final Resolution]

• Customer to remove clothes and run machine on Speed 14. Check for UE error. [Service Notes]
• N/A. [Executive Summary] The customer reported a UE error code on their washing machine, indicating an issue with rinsing water out of clothes. The agent confirmed that the error is related to unbalanced loads and explained that it can occur with both too few and too many items in the drum. The agent suggested running an empty cycle on Speed 14 to further diagnose the issue and requested the customer to capture a video if the error persists. The next step involves the customer removing clothes and testing the machine.

[AI Summary]

[Contact Reason]

• Customer experiencing UE error code on washing machine. Not rinsing water out of clothes. [Product Symptom]

• Symptom: UE error code displayed; washing machine not rinsing water out of clothes.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Customer attempted to wash with a small load (2-3 pieces of clothing).
• History: Not Specified. [Agent Solutions]

1. Error Code Explanation: Explained that UE error indicates an unbalanced load.

2. Load Recommendation: Advised customer to use a normal load size; too few or too many clothes can trigger the UE error.

3. Suggested Test: Instructed customer to run an empty cycle on Speed 14 to check for UE error without clothes inside.

4. Video Request: Requested customer to take a video of the UE error if it persists during the empty cycle.

[Final Resolution]

• Customer to remove clothes and run an empty cycle on Speed 14. Will take a video of any error code displayed. Follow-up call planned after testing. [Service Notes]
• N/A [Executive Summary] The customer reported a UE error code on their washing machine, indicating it was not rinsing water out of clothes. The agent explained the error relates to unbalanced loads and recommended using a normal load size. The customer was instructed to run an empty cycle on Speed 14 and to capture a video of the error if it persists. A follow-up call is planned after the customer conducts the test.

[Request] DONE DOCU AND TASK

CNU250918328389

Surname : KARIM KHAN

Mobile Number : 07970619743

Post Code : S7 1GX

1st Line of Address : 74 sheldon rd S7 1GX SHEFFIELD, S7 1GX, GB

Email Address : karim0208khan@hotmail.com

Model # : F4V310SSE.ASSQPUK

Serial # : 011PNUR1Q982

DOP : 08/02/2021

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] P2021-02-08011PNUR1Q982 Rubber Gasket Discoloration/Deformation Kitchen the retailer Customer is using bags for the clothes after the repair that's why they did not coordinate the tearing of the clothes anymore. Customer wants to have a repair No parking permit needed. Checked the drum it doesn't have any visible damage. Gasket doesn't have any visible damage.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about a washing machine issue reported in 2022. Concern about warranty coverage for gasket repair. [Product Symptom]

• Symptom: Washing machine tearing clothes; customer found mold and potential cuts on the gasket.

• Timeline/Duration: Issue first reported in 2022; ongoing since then.

• Environment: Not Specified.

• Self-troubleshooting: Used laundry bags for sensitive items to prevent tearing.

• History: Washing machine purchased in 2021; previous reference numbers provided for past communications. [Agent Solutions]

1. Verify Account: Agent requested customer’s surname and postcode for account verification.

2. Review Previous Claims: Agent checked previous reference numbers and confirmed the history of the issue.

3. Inspect Gasket Condition: Agent informed customer about the condition of the gasket, noting mold and potential cuts.

4. Explain Warranty Limitations: Agent explained that the gasket repair is not covered under warranty, only labor is covered.

5. Suggest Local Engineer: Agent recommended coordinating with a local engineer for further inspection of the machine.

[Final Resolution]

• Customer advised to pay for gasket replacement; labor may be covered under warranty. Suggested to have a local engineer inspect the machine for further issues. [Service Notes]
• Customer has been experiencing ongoing issues with the washing machine since 2022. Previous claims were not adequately addressed. [Executive Summary] The customer contacted support regarding a washing machine issue that began in 2022, specifically related to tearing clothes and gasket problems. The agent verified the account and reviewed previous claims, confirming that the gasket's condition was not covered under warranty. The customer was advised to pay for the gasket replacement while labor may be covered. The agent suggested coordinating with a local engineer for further inspection of the machine.

[AI Summary]

[Contact Reason]

• Customer reported ongoing issues with washing machine tearing clothes since 2022. Seeking resolution and clarification on warranty coverage for repairs. [Product Symptom]

• Symptom: Washing machine tearing clothes, particularly sensitive items. Customer used laundry bags to mitigate damage.

• Timeline/Duration: Issue first reported in 2022, ongoing since then.

• Environment: Not Specified.

• Self-troubleshooting: Used laundry bags for sensitive items to prevent tearing.

• History: Initial complaint made in 2022; customer claims the problem was not resolved during previous service visits. [Agent Solutions]

1. Verify Account: Agent requested customer’s surname and postcode for account verification.

2. Review Previous Complaints: Agent checked previous reference numbers and noted ongoing issues with the gasket.

3. Explain Warranty Limitations: Agent informed customer that gasket repairs are not covered under warranty, only labor is covered.

4. Discuss Repair Options: Agent suggested coordinating with a local engineer for further inspection of the washing machine.

5. Request Photos: Agent requested photos of torn clothes and the gasket for further assessment.

6. Document Customer Feedback: Customer expressed dissatisfaction with previous service and warranty coverage.

[Final Resolution]

• Customer to send photos of damaged items for further evaluation. Agent will coordinate with support for potential engineer visit. Follow-up expected after photo submission. [Service Notes]
• Customer has been using laundry bags since 2022 to prevent damage. Previous service visits did not resolve the issue. Customer expressed concerns about the durability of the gasket and warranty coverage. [Executive Summary] The customer contacted support regarding a long-standing issue with their washing machine tearing clothes, first reported in 2022. The agent verified the account and reviewed previous complaints, explaining that gasket repairs are not covered under warranty. The customer was advised to send photos of the damaged items for further evaluation. The agent will coordinate with support for a potential engineer visit based on the submitted photos. The customer expressed frustration over the ongoing issue and previous service inadequacies.

[Request] WILL COORDINATE

CNU250918328731

Surname : OSBORNE

Mobile Number : 07368917666

Post Code : SM5 2FG

1st Line of Address : 27 Ferndale Crescent, CARSHALTON, SM5 2FG, GB

Email Address : natashaosborne32@gmail.com

Model # : F2A509GBLN1.AMBQPUK

Serial # : 308PNJC1W732

DOP : 01/11/2023

Retailer : MARKS ELECTRICAL

[Customer Issues]

No parking permit needed. Gasket the stains cannot removed even customer cleaned it. Approved by Coach VRB

Done empty cycle. Customer is just putting normal loads. Unit is properly leveled. Unplugged and plug in. Issue persists.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing UE error code on washing machine after recent repair. Seeking assistance for recurring issue. [Product Symptom]

• Symptom: UE error code appears intermittently during washes.
• Timeline/Duration: Occurs every couple of washes, not consistently.
• Environment: Not Specified.
• Self-troubleshooting: Performed empty wash cycle without clothes; error still occurs intermittently.
• History: Recent repair performed on the washing machine; issue began after repair. [Agent Solutions]

1. Verification: Confirmed customer identity and account details.

2. Error Confirmation: Discussed UE error code occurrence during washes.

3. Empty Cycle Inquiry: Asked if customer performed an empty cycle; confirmed it was done without clothes.

4. Gasket Cleaning Inquiry: Inquired about cleaning the gasket; customer expressed difficulty in cleaning.

5. Previous Repair Check: Reviewed previous repair history related to the washing machine.

[Final Resolution]

• No immediate resolution provided. Customer advised to monitor the UE error occurrence. Further assistance may be required. [Service Notes]
• Customer reported difficulty cleaning the gasket; black residue embedded. Machine used infrequently. Previous repair noted. [Executive Summary] The customer contacted support regarding a recurring UE error code on their washing machine, which began after a recent repair. The agent verified the customer's account and confirmed the error occurs intermittently, particularly after washes. The customer performed an empty cycle without clothes, but the error persists. The agent inquired about gasket cleaning and reviewed previous repair history. No immediate resolution was provided, and the customer was advised to monitor the situation for further assistance.

[AI Summary]

[Contact Reason]

• Customer experiencing UE error on washing machine. Requesting assistance for repair. [Product Symptom]

• Symptom: UE error appears intermittently during washes. Customer reports issues with draining and spinning, clothes come out soaking wet.
• Timeline/Duration: Error occurs every couple of washes.
• Environment: Not Specified.
• Self-troubleshooting: Customer performed empty cycles without clothes, attempted cleaning gasket.
• History: Previous repair conducted earlier in the year. Customer purchased the machine last year. [Agent Solutions]

1. Verification: Confirmed customer details and issue with UE error.

2. Error Confirmation: Discussed empty cycle results; UE error does not appear during empty cycles.

3. Technical Coordination: Agent coordinated with technical experts for further assistance.

4. Repair Booking: Scheduled repair service for the washing machine. Noted gasket stains cannot be removed.

5. Email Verification: Verified customer's email for booking confirmation.

6. Serial Number Inquiry: Inquired about the serial number; customer unable to locate it due to previous panel replacement.

7. Repair Timeline: Informed customer that repair should be completed within three days.

[Final Resolution]

• Repair service scheduled. Engineer will contact customer within two business days for exact visit date. [Service Notes]
• Customer has experienced ongoing issues since the last repair. Gasket stains cannot be removed. Customer moved back after a house fire. [Executive Summary] The customer contacted support regarding a UE error on their washing machine, which has been occurring intermittently during washes. The agent verified the issue and coordinated with technical experts, ultimately scheduling a repair service. The customer was informed that the repair should be completed within three days, and the engineer will reach out directly for scheduling. The conversation included details about the customer's previous repair history and ongoing issues with the machine's performance.

[Request]

Surname :

Mobile Number :

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP : 15/09/2025 ORDERED 16/09/2025 DELIVERED

Retailer :

[Customer Issues] CURRYS VISIT THE UNIT AGAIN FOR THEM TO VERIFY IF THE ISSUE OF OE BECAUSE THEY CHECKED THE INSTALLATION

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports OE error code on newly purchased LG washing machine. [Product Symptom]

• Symptom: OE error code displayed on washing machine, preventing operation.

• Timeline/Duration: First occurrence on delivery day, September 16.

• Environment: Not Specified.

• Self-troubleshooting: Not Specified.

• History: Purchased on September 15, delivered on September 16, first use on delivery day. [Agent Solutions]

1. Verify Purchase Details: Confirmed purchase date and delivery date.

2. Check Installation: Confirmed installation was performed by Currys and was checked.

3. Discuss Repair vs Replacement: Informed customer that repair is not an option due to the unit being new and within the return period.

4. Provide Return Coordination: Offered email address for LG returns to facilitate exchange.

5. Confirm Contact Information: Provided contact number and email for further coordination.

[Final Resolution]

• Customer advised to contact LG returns for exchange due to OE error code. - No repair options available as the unit is new. [Service Notes]
• Customer's washing machine is within the 30-day return period. - Previous attempts to contact LG returns were unsuccessful. [Executive Summary] The customer reported an OE error code on a newly purchased LG washing machine, which occurred on the first use after delivery. The agent confirmed the purchase and delivery details, checked the installation, and informed the customer that repair options were not available due to the unit's new status. The agent provided the customer with the necessary contact information for LG returns to facilitate an exchange. The customer was advised to reach out for further assistance regarding the return process.

[Request]

CNU250918329631

Surname : MCIVOR

Mobile Number : 07756013024

Post Code : EH48 2AF

1st Line of Address : 37 Millburn Road, BATHGATE, EH48 2AF, GB

Email Address : kirstymcivor99@gmail.com

Model # : F2T208SSE.ADSQMUK

Serial # : 312VOEA04252

DOP : 29/02/2024

Retailer : LG ELECTRONICS

[Customer Issues] NOISE BANGING VIBRATING

No error codes. No leakage. Unit is properly leveled. Clothes is distributed properly however since the unit vibrating the clothes still come out wet. Cleaned filter. Drain hose doesn't have any visible damage and not blocked. Unit has a proper spacing in the sides and at the back. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing ongoing issues with LG washing machine. Reports noise and vibration problems, previous repairs, and damage to flooring. [Product Symptom]

• Symptom: Washing machine vibrates and makes banging noise at the end of cycles. Drum not functioning correctly, clothes remain wet after wash.
• Timeline/Duration: Ongoing issues since purchase over a year ago. Recent occurrence noted.
• Environment: Not Specified.
• Self-troubleshooting: Customer has cleaned the filter and checked for foreign objects.
• History: Multiple service visits; drum replaced previously. Damage to kitchen floor reported. [Agent Solutions]

1. Verify Customer Information: Confirmed customer details and previous repair history.

2. Document Noise Issue: Inquired about specific noise type and frequency.

3. Check for Error Codes: Confirmed no error codes displayed during operation.

4. Assess Leveling: Verified that the washing machine is properly leveled.

5. Inspect Load Distribution: Asked about clothing distribution during wash cycles.

6. Filter Cleaning Confirmation: Confirmed customer has cleaned the filter.

7. Drain Hose Condition: Verified no damage or blockage in the drain hose.

8. Request Video Evidence: Requested a short video of the noise for documentation.

9. Provide Case Number: Informed customer about sending a link for video submission.

[Final Resolution]

• Customer to provide a short video of the noise. Agent will send a link for submission. Case number provided for reference. [Service Notes]
• Previous repairs noted, including drum replacement. Damage to kitchen floor reported due to washing machine issues. Customer has taken video evidence of the problem. [Executive Summary] The customer contacted support regarding ongoing issues with their LG washing machine, specifically noise and vibration at the end of cycles, along with wet clothes post-wash. The agent verified customer details and documented the noise issue, confirming no error codes and that the machine is leveled. The customer has cleaned the filter and checked the drain hose. A request for a video of the noise was made, and a link will be sent for submission. The case number was provided for tracking purposes.

[AI Summary]

[Contact Reason]

• Customer experiencing ongoing issues with LG washing machine. Reports noise and vibration problems, previous repairs, and damage to flooring. [Product Symptom]

• Symptom: Washing machine vibrates and makes banging noise at the end of cycles. Drum not functioning correctly, clothes remain wet after wash.
• Timeline/Duration: Ongoing issues since purchase over a year ago. Recent occurrence noted.
• Environment: Not Specified.
• Self-troubleshooting: Customer has cleaned the filter and checked for blockages.
• History: Multiple service visits; drum replaced previously. Damage to kitchen floor reported. [Agent Solutions]

1. Verify Noise Issue: Agent asked for details about the noise. Customer described banging and vibration.

2. Confirm Customer Information: Agent requested customer’s name, address, and email for documentation.

3. Request Video Evidence: Agent asked if customer could provide a video of the noise for documentation.

4. Check for Error Codes: Agent inquired if any error codes were displayed during operation. Customer confirmed none.

5. Verify Leveling: Agent confirmed the washing machine is properly leveled.

6. Check Load Distribution: Agent asked if clothes were clumped. Customer confirmed clothes were not clumped but remained wet.

7. Filter Cleaning Confirmation: Agent confirmed customer had cleaned the filter.

8. Drain Hose Condition: Agent confirmed no damage or blockage in the drain hose.

9. Request for Video Submission: Agent requested a short video of the noise for further assessment.

[Final Resolution]

• Customer to provide a video of the noise. Agent will document and schedule further action upon receipt. Case number provided for reference. [Service Notes]
• Previous repairs noted, including drum replacement. Damage to kitchen floor reported due to washing machine issues. Customer has taken video evidence of the problem. [Executive Summary] The customer contacted support regarding ongoing issues with their LG washing machine, specifically noise and vibration at the end of cycles, along with clothes remaining wet after washing. The agent performed a series of troubleshooting steps, including verifying the noise, checking for error codes, and confirming the machine's leveling and filter condition. The customer was asked to provide a video of the noise for further assessment. A case number was issued for tracking purposes, and the next steps involve awaiting the video submission for further action.

[Request]

CNU250918329880

Surname : KONER

Mobile Number : 07583376609

Post Code : WV14 9XR

1st Line of Address : 1 Walling Croft, BILSTON, WV14 9XR, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] ENGINEER OUT THIS MORNING FOR A WEEK SINCE LAST THURSDAY

[Consultation contents] [AI Summary]

[Contact Reason]

• Inquiry about washing machine repair status and part arrival. [Product Symptom]

• Symptom: Washing machine not operational; clothes stuck inside.
• Timeline/Duration: Not operational since last Thursday; one week without use.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Engineer visited today; parts ordered include heater assembly, power cord assembly, editor assembly, and PCB assembly. [Agent Solutions]

1. Check Repair Status: Verified that parts were ordered today after engineer's visit.

2. Identify Ordered Parts: Confirmed parts ordered include heater assembly, power cord assembly, editor assembly, and PCB assembly.

3. Request Appointment: Offered to send an email to authorized service center for expedited appointment once parts arrive.

4. Manual Drain Instruction: Suggested customer manually drain the washing machine and open the door after draining.

[Final Resolution]

• Request for expedited appointment once parts arrive; customer advised on manual draining of washing machine. [Service Notes]
• Customer has been without a washing machine for one week; urgency expressed for repair due to clothes stuck inside. [Executive Summary] The customer contacted support regarding the status of their washing machine repair, which has been non-operational for a week. An engineer visited and ordered several parts today. The agent confirmed the parts ordered and offered to expedite the appointment for repair once the parts arrive. The customer was also advised on how to manually drain the washing machine to retrieve stuck clothes. The situation remains urgent as the customer cannot wash clothes and is seeking a prompt resolution.

[AI Summary]

[Contact Reason]

• Inquiry about washing machine repair status and part arrival. [Product Symptom]

• Symptom: Washing machine not functioning; clothes stuck inside.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Attempted to drain water manually.
• History: Engineer visited to assess the issue; parts ordered include heater assembly, power cord assembly, editor assembly, and PCB assembly. [Agent Solutions]

1. Check Repair Status: Verified that parts were ordered and are currently not in stock.

2. Request Appointment: Offered to send an email to the authorized service center for the earliest appointment once parts arrive.

3. Manual Drain Instructions: Instructed customer on how to manually drain the washing machine to access clothes.

4. Confirm Power Status: Clarified that the door can be opened without power to the machine.

[Final Resolution]

• Agent will request an appointment with the service center once parts arrive. Customer advised on manual draining process. Awaiting further updates via email or SMS. [Service Notes]
• Customer has been without a washing machine for a week. Clothes are stuck inside the machine. Urgent need for repair due to inability to wash clothes. [Executive Summary] The customer contacted regarding the status of their washing machine repair, expressing urgency due to being without a machine for a week and having clothes stuck inside. The agent confirmed that parts were ordered but not yet in stock and offered to request an appointment with the service center for the earliest possible visit. Instructions were provided for manually draining the machine to access the clothes. The customer will receive updates via email or SMS regarding the repair appointment.

[Request] DONE DOCU AND TASK AND REQUEST FOR THE ASC EMAIL

CNU250918330226

Surname : PATTEN

Mobile Number : 07515369659

Post Code : KT2 7AQ

1st Line of Address :

Email Address : lostin.space@sky.com

Model # : F4V310SNE

Serial # : 305PNEB5U764

DOP : 02/09/2023

Retailer : CURRYS

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about warranty registration for LG washing machine. Claims purchased with a five-year warranty but system shows only a two-year warranty. [Product Symptom]

• Symptom: Customer states washing machine purchased with a five-year warranty sticker but only two years reflected in the system. - Timeline/Duration: Purchased on September 2, 2023. - Environment: Not Specified.

• Self-troubleshooting: Customer attempted to register warranty via phone previously. - History: Customer claims to have registered the warranty at the time of purchase. [Agent Solutions]

1. Verify Warranty: Agent checked warranty status in the system. Found no account linked to the provided serial number.

2. Explain Registration Process: Agent informed customer that proof of purchase and serial sticker needed for registration.

3. Create Account: Agent initiated account creation for the customer to assist with registration.

4. Collect Customer Information: Agent gathered customer’s surname, mobile number, postcode, address, and email for account setup.

5. Confirm Customer Preferences: Agent asked customer about consent for communication regarding goods and services and satisfaction surveys.

[Final Resolution]

• Customer needs to provide proof of purchase and serial sticker for warranty registration. Account creation in progress. Follow-up required for registration completion. [Service Notes]
• Customer previously attempted to register warranty but claims it is not reflected in the system. - Customer insists on having purchased the washing machine based on the five-year warranty offer. - Important to verify registration process and ensure customer receives proper warranty coverage. [Executive Summary] The customer contacted LG regarding a warranty issue with their washing machine, claiming it was purchased with a five-year warranty but only a two-year warranty is reflected in the system. The agent verified the warranty status and found no account linked to the serial number. The agent explained the registration process and initiated account creation for the customer. The customer needs to provide proof of purchase and the serial sticker to complete the registration. The agent collected necessary customer information and confirmed preferences for communication.

[AI Summary]

[Contact Reason]

• Customer inquired about the warranty status of an LG washing machine purchased in September 2023. Customer believes it has a five-year warranty but is being told it is not registered. [Product Symptom]

• Symptom: Customer claims the washing machine has a five-year warranty as per the promotional sticker but is informed that it is not registered in the system.

• Timeline/Duration: Customer purchased the washing machine on September 2, 2023. - Environment: Not Specified.

• Self-troubleshooting: Customer attempted to register the warranty via phone previously. - History: Customer purchased the washing machine from a retailer and believes it was registered at that time. [Agent Solutions]

1. Verify Purchase Date: Confirmed purchase date as September 2, 2023.

2. Request Model and Serial Number: Collected model and serial number for verification.

3. Check Registration Status: Found no account linked to the serial number in the system.

4. Explain Registration Process: Informed customer that proof of purchase and serial sticker are needed to register the warranty.

5. Create Account: Initiated account creation for the customer to facilitate warranty registration.

6. Request Contact Information: Collected customer's surname, mobile number, postcode, address, and email for account setup.

7. Confirm Customer Preferences: Asked if the customer agrees to receive communications and surveys, noted responses.

8. Send Email Request: Informed customer that an email will be sent for submitting proof of purchase and serial sticker.

9. Explain Next Steps: Clarified that once registered, the customer will receive a warranty certificate within 10 to 14 weeks.

[Final Resolution]

• Customer to provide proof of purchase and serial sticker via email. Warranty registration will be processed upon receipt. Certificate of extended warranty to be sent within 10 to 14 weeks. [Service Notes]
• Customer previously attempted to register warranty but claims it was not recorded. Customer insists on the validity of the five-year warranty based on promotional materials. [Executive Summary] The customer contacted support regarding the warranty status of an LG washing machine purchased in September 2023, asserting it has a five-year warranty. The agent verified the purchase date and collected necessary information but found no registration in the system. The agent explained the registration process, requiring proof of purchase and the serial sticker. The customer agreed to provide the required documents via email. The agent informed the customer that a warranty certificate would be issued within 10 to 14 weeks after successful registration.

[Request]

CNU250918330676

Surname : MILLER

Mobile Number : 07968919847

Post Code : PO32 6HH

1st Line of Address : 10 Harvey Close, EAST COWES, PO32 6HH, GB

Email Address : elaine.miller58@googlemail.com

Model # : F4V309WNW.ABWQWUK

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about the status of washing machine repair. Expressing frustration over long wait times for service. [Product Symptom]
• Symptom: Washing machine out of service since August 2

1. Engineer assessed but lacked necessary parts. Follow-up visit delayed due to parts not arriving. - Timeline/Duration: Out of service since August 2
2. Engineer's first visit and subsequent delays noted.

• Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Case referred to Pacifica for repair. Engineer's visit resulted in no parts available, with a new quote for repair in October. [Agent Solutions]

1. Case Verification: Verified customer’s case number and details.

2. Inquiry Status Check: Checked the status of the repair case with Pacifica.

3. Escalation Request: Offered to escalate the issue to expedite the repair process.

[Final Resolution]

• Agent to contact Pacifica for expedited engineer visit next week. [Service Notes]
• Customer is a pensioner facing financial strain due to ongoing repair delays. [Executive Summary] The customer contacted support regarding a prolonged issue with their washing machine, which has been out of service since August 2

1. The agent verified the case details and checked the status with Pacifica, noting delays due to parts availability and engineer schedules. The customer expressed urgency for a resolution, requesting an engineer visit next week. The agent agreed to escalate the matter to facilitate a quicker service response. The customer is experiencing financial difficulties due to the situation.

[AI Summary]

[Contact Reason]

• Customer inquiring about the status of a washing machine repair. Expressed frustration over delays and requested expedited service. [Product Symptom]

• Symptom: Washing machine out of service since August 2

1. Multiple delays in repair appointments.

• Timeline/Duration: First occurrence on August 2

1. Multiple appointments scheduled, with the next one on September 16 and another in October.

• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Previous engineer visit for assessment; parts not available. Case referred to Pacifica for resolution. [Agent Solutions]

1. Case Verification: Verified customer’s case number and details.

2. Status Update: Informed customer that the case is with the resolutions team for review.

3. Appointment Confirmation: Confirmed next appointment date for September 16 via text message.

4. Alternative Resolution: Explained that an alternative resolution has been raised and will take 2-3 business days for an update.

5. Coordination: Coordinated with the repair department for further assistance and updates.

[Final Resolution]

• Customer to wait for an update from the resolutions team within 2-3 business days. Agent will monitor the case for further developments. [Service Notes]
• Customer is a pensioner facing financial strain due to ongoing repair delays. Urgent need for washing machine repair noted. [Executive Summary] The customer contacted support regarding a prolonged washing machine repair issue, having been out of service since August 2

1. The agent verified the case and confirmed that an alternative resolution is pending review, with an expected update in 2-3 business days. The next repair appointment is scheduled for September 16. The customer expressed urgency due to financial constraints and reliance on public transport. The agent assured the customer that they would monitor the case for updates.

[Request] WAITING FOR BER UPDATE DONE TASK

CNU250918331150

Surname : ROBERTS

Mobile Number : 01606869648 / 07596854486

Post Code : M22 1GD

1st Line of Address : 36 Thornsgreen Road, MANCHESTER, M22 1GD, GB

Email Address : anna100ella@gmail.com

Model # : F4Y510WBLN1.ABWQWUK

Serial # : 407PWZZLL005

DOP : 21/09/2024

Retailer :

[Customer Issues] WASHER BANGING NOISE YESTERDAY

No parking permit needed.

Unit is properly balanced. No error codes, No leakage. Cleaned the filter. Unit has a proper spacing in the sides and at the back. Done empty cycle. Issue persists.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer requesting repair for washing machine due to a banging noise. [Product Symptom]

• Symptom: Banging noise during operation.
• Timeline/Duration: Started yesterday.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased on September 21, 2024; warranty nearing expiration. [Agent Solutions]

1. Account Creation: Created an account for the customer to assist with the issue.

2. Serial Number Verification: Verified the serial number provided by the customer.

3. Warranty Inquiry: Confirmed the purchase date and noted warranty status.

4. Video Request: Requested a short video (10 seconds) of the washing machine running an empty cycle to document the banging noise.

[Final Resolution]

• Customer to provide a short video of the washing machine for repair documentation. [Service Notes]
• Warranty nearing expiration; customer does not have the purchase receipt. [Executive Summary] The customer contacted support to report a banging noise from their washing machine, which started yesterday. The agent created an account, verified the serial number, and confirmed the warranty status. The agent requested a short video of the machine running an empty cycle to document the issue for repair. The customer will send the video for further assistance.

[AI Summary]

[Contact Reason]

• Customer needs to raise a repair request for a washing machine. [Product Symptom]

• Symptom: Banging noise during use.
• Timeline/Duration: Started yesterday.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased on September 21, 2024; warranty nearing expiration. [Agent Solutions]

1. Account Creation: Created an account for the customer to assist with the issue.

2. Serial Number Verification: Verified the serial number provided by the customer.

3. Video Request: Requested a short video (10 seconds) of the washing machine running an empty cycle to document the banging noise.

4. Maintenance Inquiry: Asked about the washing machine's balance, error codes, and filter cleaning frequency; confirmed no issues found.

5. Case Number and Link: Provided the customer with a case number and a link to submit the video and proof of purchase.

[Final Resolution]

• Customer to send a video of the issue and proof of purchase. Agent will coordinate with technical experts upon receipt. [Service Notes]
• N/A [Executive Summary] The customer contacted support to report a banging noise from their washing machine, which started yesterday. The agent created an account, verified the serial number, and requested a short video of the issue for documentation. The customer confirmed the machine is balanced and has no error codes. The agent provided a case number and a link for the customer to submit the video and proof of purchase. Next steps involve the customer sending the requested video for further assistance.

[Request]

Surname :

Mobile Number :

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents]

[Request]

CNU250918331408

Surname : SAMIH-HODGE

Mobile Number : 01932331682 / 07851106494

Post Code : SL1 5QS

1st Line of Address :flat 1 17 Elmshott Lane, SLOUGH, SL1 5QS, GB

Email Address : mattywifeza@gmail.com

Model # : F4X7009TSB.AESQPUK

Serial # : 408PNLP4Q024

DOP : 27/01/2025

Retailer : CURRYS

[Customer Issues] CNU25082134001

NO SPIINNING

Customer is putting normal loads in the washer or half. Unit is properly leveled. No error code. Unplugged and plug in. Issue persists.

No parking permit needed.

[Consultation contents]

[Request] WILL BOOK

CNU250918331922

Surname : DODAJ

Mobile Number : 07465836304 / 01932331682

Post Code : B17 0JY

1st Line of Address : Flat 10 Kendal Tower Malins Road, BIRMINGHAM, B17 0JY, GB

Email Address : top1980t@gmail.com

Model # : F4V309SNE.ASSQPUK

Serial # : 208PWKXL9717

DOP : 10/09/2022

Retailer : CURRYS

[Customer Issues] TRIPPING OF THE ELCTRICITY YESTERDAY

No parking permit needed. Extended Warranty Number: P2022-09-10208PWKXL9717. Customer is pregnant.

Unit is plugged in directly to the wall outlet. Unit is properly leveled. Unit is not sharing other appliance with the same power group. No error codes. Issue persists.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquired about a washing machine issue. Reported that the machine trips electricity when turned on and requested urgent repair service. [Product Symptom]

• Symptom: Washing machine trips electricity when powered on, causing all lights to turn off.
• Timeline/Duration: Issue started yesterday.
• Environment: Not Specified.
• Self-troubleshooting: Tried different outlets, but the issue persists.
• History: Customer has a 5-year warranty; previous issues reported last year. [Agent Solutions]

1. Account Verification: Checked for customer account using provided serial number. Found no account initially due to incorrect serial number entry.

2. Serial Number Correction: Customer provided correct serial number. Verified account existence.

3. Manual Drain Instruction: Advised customer to manually drain the washing machine to remove wet clothes before repair.

4. Warranty Confirmation: Confirmed warranty status and noted that the warranty extends until September 2027.

5. Power Outlet Inquiry: Asked if other appliances were plugged into the same outlet; confirmed only the washing machine is connected.

6. Leveling Check: Inquired if the washing machine was properly leveled; customer confirmed it was stable.

7. Error Code Inquiry: Asked if any error codes were displayed; customer reported none.

8. Repair Booking: Documented the issue and prepared to schedule a technician visit for repair.

[Final Resolution]

• Scheduled repair service for the washing machine. Customer advised to manually drain the machine to remove wet clothes. [Service Notes]
• Customer is pregnant, which may affect their ability to manually handle the washing machine. [Executive Summary] The customer contacted support regarding a washing machine that trips electricity when turned on, with the issue starting yesterday. The agent verified the customer’s account after correcting the serial number and confirmed the warranty status. The customer was instructed to manually drain the machine to remove wet clothes before the scheduled repair. The agent documented the situation and prepared for a technician visit, noting the customer's pregnancy as a consideration for service.

[AI Summary]

[Contact Reason]

• Customer inquired about a washing machine issue; reported it trips electricity when turned on. [Product Symptom]

• Symptom: Washing machine trips electricity when started; all lights turn off.
• Timeline/Duration: Issue started yesterday.
• Environment: Not Specified.
• Self-troubleshooting: Tried different outlets; still not working.
• History: Customer has a 5-year warranty; previous issues reported. [Agent Solutions]

1. Account Check: Verified no account registered initially; requested serial number.

2. Serial Number Verification: Customer provided serial number; confirmed incorrect entry.

3. Account Creation: Updated account with correct mobile number and email address.

4. Issue Clarification: Asked about other appliances on the same outlet; confirmed only washing machine connected.

5. Leveling Check: Inquired if the washing machine was properly leveled; customer confirmed it was.

6. Repair Booking: Explained the need for manual draining of the machine; scheduled priority repair service.

7. Timeframe Confirmation: Informed customer that repair would be completed within three business days.

[Final Resolution]

• Repair service scheduled; customer to be contacted by engineer within three business days. Manual draining required before service. [Service Notes]
• Customer is pregnant; unable to manually move the washing machine for troubleshooting. [Executive Summary] The customer reported that their washing machine trips electricity when turned on, with the issue starting yesterday. The agent verified the account details and corrected the serial number entry. After confirming the washing machine was the only appliance on the outlet and properly leveled, the agent scheduled a priority repair service. The customer was informed that the engineer would contact them within three business days for the repair. The customer is currently unable to manually drain the machine due to pregnancy.

[Request] WILL TAG TO WG TEMP

Surname :

Mobile Number : 01527469339

Post Code :

1st Line of Address :

Email Address :

Model # : F4Y713BBTN1.APBQPUK

Serial # : 402PNUR2J286

DOP :

Retailer : CURRYS

[Customer Issues] LEAKAGE ON THE DOOR YESTERDAY

[Consultation contents] [Customer Issues]

[Consultation contents]

[Request] [AI Summary]

[Contact Reason]

• Customer reports water leaking from LG washing machine. Suspects issue with rubber seal. [Product Symptom]

• Symptom: Water leaking from washing machine, suspected damage to rubber gasket.
• Timeline/Duration: Started yesterday.
• Environment: Kitchen.
• Self-troubleshooting: Not Specified.
• History: Not Specified. [Agent Solutions]

1. Verify Damage: Agent asked if there was visible damage to the rubber gasket. Customer confirmed appearance of cuts.

2. Warranty Information: Agent informed customer that the damage is not covered by warranty and will incur charges for repair.

3. Serial Number Request: Agent requested the serial number for verification. Customer initially did not know where to find it.

4. Serial Number Provided: Customer's son provided the serial number for verification.

5. Purchase Information: Agent inquired about the purchase date and location. Customer could not recall exact details but mentioned a store.

[Final Resolution]

• Customer informed about chargeable repair due to gasket damage. Customer can call back for further assistance. [Service Notes]
• Customer's washing machine manufactured on February 4, 2020. First contact with LG customer service. [Executive Summary] The customer contacted support regarding water leakage from their LG washing machine, suspecting damage to the rubber seal. The agent verified the issue and informed the customer that the damage is not covered under warranty, leading to potential repair charges. The customer provided the serial number and mentioned the purchase was made at a store, but could not recall the exact date. The customer was advised they could call back for further assistance.

[AI Summary]

[Contact Reason]

• Customer reports water leaking from LG washing machine. Suspects issue with rubber seal. [Product Symptom]

• Symptom: Water leaking from washing machine, suspected damage to rubber gasket.
• Timeline/Duration: Started yesterday.
• Environment: Kitchen.
• Self-troubleshooting: Not Specified.
• History: Not Specified. [Agent Solutions]

1. Verify Damage: Asked customer about visible damage to rubber gasket. Customer confirmed appearance of cuts.

2. Warranty Information: Informed customer that damage is not covered by warranty and repair will be chargeable.

3. Serial Number Request: Requested serial number for verification. Customer initially unaware of location.

4. Serial Number Provided: Customer provided serial number for verification.

5. Purchase Information: Asked customer about purchase date and location. Customer could not recall exact date but mentioned store.

6. Account Creation: Noted this is the first call to LG and initiated account creation for customer assistance.

[Final Resolution]

• Customer can call back for further assistance. Repair will be chargeable due to damage not covered by warranty. [Service Notes]
• N/A. [Executive Summary] The customer contacted support regarding water leakage from their LG washing machine, suspecting damage to the rubber seal. The agent confirmed the issue and informed the customer that the damage is not covered by warranty, resulting in a chargeable repair. The customer provided the serial number and mentioned the purchase store but could not recall the exact purchase date. The agent initiated account creation for future assistance and advised the customer to call back as needed.

[Request]

CNU250918332434

Surname : ALLAN

Mobile Number : 07768078148

Post Code : W5 4UL

1st Line of Address : 31 Blondin Avenue, LONDON, W5 4UL, GB

Email Address : andrew.allan@icloud.com

Model # : F4Y510GBLN1.AMBQPUK

Serial # : 311PNDW57594

DOP : 23/01/2024

Retailer : LG ELECTRONICS

[Customer Issues] WASHER IE ERROR LAST DAY AND A HALF

Checked the pipes no blockages. Cleaned inlet filter. No leakage around the appliance. Water tap is not clogged and fully opened. Cleaned dispenser tray. No issues with water pressure in their area. Unplugged and plug in. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing AIE fault on washing machine. Requesting assistance for troubleshooting. [Product Symptom]

• Symptom: AIE fault displayed on washing machine. Machine fills with water but stops after 3-4 minutes, then displays error code.
• Timeline/Duration: Issue started within the last day and a half.
• Environment: Not Specified.
• Self-troubleshooting: Removed pipes, checked for blockages, cleaned inlet filter, unplugged appliance twice.
• History: Washing machine under warranty, used for about a year and five months. [Agent Solutions]

1. Verify Error Code: Confirmed AIE fault displayed on the washing machine.

2. Check for Linkages: Inquired about any linkages around the appliance; customer confirmed none present.

3. Water Flow Check: Verified that water top is not clogged and flows normally.

4. Clean Inlet Filter: Customer confirmed inlet filter has been cleaned.

5. Check Water Supply: Confirmed water supply has not been turned off.

6. Clean Dispenser Tray: Customer confirmed they do not use the dispenser tray.

7. Water Pressure Inquiry: Confirmed no issues with water pressure in the area.

8. Request for Photo: Asked for a photo of the error code; customer stated it is currently off.

9. Unplug Appliance: Customer confirmed they have unplugged the appliance twice.

10. Account Creation: Created an account for further assistance with repair.

[Final Resolution]

• Next steps include scheduling a repair service. Customer provided contact information for follow-up. [Service Notes]
• N/A [Executive Summary] Customer reported an AIE fault on their washing machine, which started occurring within the last day and a half. The agent performed several troubleshooting steps, including verifying the error code, checking for blockages, and confirming water supply status. The customer has already attempted self-troubleshooting by cleaning filters and unplugging the machine. An account was created for the customer to facilitate repair service scheduling. Next steps involve arranging for a technician to address the issue.

[AI Summary]

[Contact Reason]

• Customer reports AIE fault on washing machine. Under warranty. [Product Symptom]

• Symptom: AIE error code appears after 3-4 minutes of operation. Machine fills with water but stops shortly after.
• Timeline/Duration: Issue started within the last day and a half.
• Environment: Not Specified.
• Self-troubleshooting: Checked for blockages in supply and waste pipes, cleaned inlet filter, verified water flow, and unplugged the appliance twice.
• History: Washing machine has been in use for about a year and five months. [Agent Solutions]

1. Verify Error Code: Confirmed AIE error code.

2. Check for Linkages: Inquired about any linkages around the appliance; customer confirmed none.

3. Water Flow Verification: Confirmed water supply is normal and not clogged.

4. Clean Inlet Filter: Customer confirmed cleaning of the inlet filter.

5. Check Dispenser Tray: Customer confirmed they do not use the dispenser tray.

6. Water Pressure Inquiry: Confirmed no issues with water pressure in the area.

7. Request for Photo: Requested a photo of the error code; customer stated it is currently off.

8. Document Customer Information: Created an account for the customer and gathered necessary details.

9. Repair Scheduling: Informed customer that repair will be scheduled within three business days.

[Final Resolution]

• Repair service scheduled. Engineer will contact customer within two business days for exact repair date. [Service Notes]
• N/A [Executive Summary] Customer reported an AIE fault on their washing machine, which started occurring within the last day and a half. The agent confirmed the error code and documented the customer's troubleshooting efforts, including checking for blockages and cleaning the inlet filter. The agent created an account for the customer and scheduled a repair service, informing that an engineer would contact the customer within two business days for scheduling. No additional service notes were necessary.

[Request] WILL BOOK DONE TASK

CNU250918332596

Surname : UGOJI

Mobile Number : 07789077001

Post Code : SE3 8BZ

1st Line of Address : 44 Harraden Road, LONDON, SE3 8BZ, GB

Email Address : chizo80@hotmail.com

Model # : F4V710WTSE.ABWQPUK

Serial # : 104PNCY4Z107

DOP : 24/07/2021

Retailer : CURRYS

[Customer Issues] ENGINEER REPORTED 2 ISSUE

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about unresolved issues after technician visit. Reported two issues, but technician only addressed one. [Product Symptom]

• Symptom: Dial knob not functioning intermittently; unable to select programs.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Previous technician visit for error code repair; another visit scheduled for the 25th of the month. [Agent Solutions]

1. Verify Repair Status: Checked the repair case and confirmed the technician only addressed the error code issue.

2. Coordinate with Repair Department: Attempted to escalate the issue regarding the dial knob to the repair department.

3. Confirm Next Steps: Informed customer that the repair department can only schedule a new repair after the first one is completed.

[Final Resolution]

• Scheduled follow-up for the dial knob issue pending completion of current repairs. Customer advised to test the unit after technician visit. [Service Notes]
• Customer has another technician visit scheduled for the 25th to address the display screen and knob issue. [Executive Summary] The customer contacted support regarding an unresolved issue with the dial knob after a technician visit that only addressed an error code. The agent verified the repair status and coordinated with the repair department regarding the knob issue. It was confirmed that a new repair could only be scheduled after the current one is completed. The customer has another technician visit scheduled for the 25th to further address the issues.

[AI Summary]

[Contact Reason]

• Customer reported two issues with the product; one was addressed by the engineer, but the second issue regarding the knob was not resolved. [Product Symptom]

• Symptom: Knob not functioning properly; intermittent issue with difficulty in selecting programs.
• Timeline/Duration: Engineer visited on the same day; customer mentioned ongoing issues with the knob.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Previous engineer visit scheduled for the 25th of the month to address the error code. [Agent Solutions]

1. Verify Repair Status: Agent checked the repair status and confirmed that only one issue was noted by the engineer.

2. Discuss Knob Issue: Agent communicated the intermittent nature of the knob issue and confirmed it was not reported to the engineer.

3. Coordinate with Repair Department: Agent attempted to coordinate with the repair department regarding the knob issue.

4. Schedule Next Visit: Agent informed the customer that the knob issue could be addressed during the next scheduled visit on the 25th.

5. Email Request: Agent requested to send an email to the authorized service center to ensure the knob issue is noted for the next engineer visit.

[Final Resolution]

• Knob issue to be checked during the next engineer visit on the 25th. Email sent to authorized service center to inform them of the request. [Service Notes]
• Customer has a scheduled visit for the error code repair on the 25th. The knob issue needs to be addressed during this visit. [Executive Summary] The customer contacted support regarding two issues with their product, one of which was addressed by an engineer during a recent visit. The second issue, related to the knob's functionality, was not reported to the engineer. The agent verified the repair status and coordinated with the repair department to ensure the knob issue is noted for the next scheduled visit on the 25th. An email was sent to the authorized service center to confirm this request. The customer will be updated before the engineer's visit.

[Request] DONE DOCU TASK AND REQUEST TO SEND AN EMAIL TO ASC

CNU250918332621

Surname : GULSHAN SHAIK

Mobile Number : 07747299676

Post Code : SR5 4AH

1st Line of Address : 40 Kettering square SR5 4AH SUNDERLAND, SR5 4AH, GB

Email Address : gulshanfs09@gmail.com

Model # : F2T208SSE.ADSQMUK

Serial # : 405VOPY03352

DOP : 18/10/2024

Retailer : MARKS ELECTRICAL LIMITED D/D

[Customer Issues] NOT DRAINING OE

Drained the water on the unit. Cleaned the filter. Drain hose doesn't have any blockage and not kinked and restricted. Used the tub clean. Unit is properly leveled. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing drainage issue with washing machine. Water not draining, error code displayed. [Product Symptom]

• Symptom: Washing machine not draining water, displaying error code 03AE0

• Timeline/Duration: Issue started yesterday evening.

• Environment: Not Specified.

• Self-troubleshooting: Customer checked and cleaned the filter, inspected drain hose for blockages, and attempted to drain water manually.

• History: Not Specified. [Agent Solutions]

1. Verify Error Code: Confirmed error code 03AE01 is displayed on the panel.

2. Check Filter: Customer confirmed the filter is clean and free of debris.

3. Inspect Drain Hose: Customer stated no visible blockages in the drain hose.

4. Suggest Tub Clean: Informed customer about the tub clean maintenance feature, advised to use it monthly.

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

6. Power Cycle: Suggested unplugging the appliance for a few minutes; customer indicated they turned off the switch but did not unplug.

[Final Resolution]

• Next steps include unplugging the appliance for a few minutes and attempting to drain the water again. Further troubleshooting may be required if the issue persists. [Service Notes]
• Customer manually drained water from the washing machine. [Executive Summary] The customer reported a drainage issue with their washing machine, specifically that it is not draining water and is displaying error code 03AE0

1. The agent confirmed the error code and guided the customer through several troubleshooting steps, including checking the filter and drain hose, and suggesting the use of the tub clean feature. The customer confirmed the machine is not rocking and has attempted to drain water manually. The agent recommended unplugging the appliance for a few minutes as the next step. Further action may be needed if the problem continues.

[Request] DONE TASK

Surname :

Mobile Number : 07944276846

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP : 07/09/2025

Retailer : APPLIANCE CITY / BUNNY

[Customer Issues] WASHER VIBRATING AND MAKE SO MUCH NOISE

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing excessive noise and vibration from a newly purchased washing machine. [Product Symptom]

• Symptom: Washing machine vibrates excessively and moves about 20 cm from its original location during operation.
• Timeline/Duration: Purchased two weeks ago, issue noticed since installation.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Recently purchased from Appliance City. [Agent Solutions]

1. Inquiry on Purchase Date: Confirmed purchase date as September 7.

2. Inquiry on Purchase Location: Confirmed purchase from Appliance City.

3. Repair Eligibility Check: Informed customer that the unit is still within the return period, so repair cannot be initiated yet.

4. Installation Inquiry: Asked who installed the machine; customer mentioned it was installed by a fitter.

5. Diagnosis Suggestion: Suggested that the unit might be unbalanced and needs adjustment.

6. Follow-up Suggestion: If the issue persists after adjustment, it may indicate a problem with the unit itself.

[Final Resolution]

• Customer advised to check and adjust the balance of the washing machine. If the issue continues, further action may be required. [Service Notes]
• N/A [Executive Summary] The customer reported excessive noise and vibration from a newly purchased washing machine, which moves significantly during operation. The agent confirmed the purchase date and location, informing the customer that the unit is still within the return period, preventing immediate repair. The agent suggested checking the balance of the machine and indicated that if the problem persists after adjustment, it may require further investigation. No additional service notes were necessary.

[AI Summary]

[Contact Reason]

• Customer reports washing machine vibrating excessively and moving from its original location. [Product Symptom]

• Symptom: Washing machine vibrates and moves about 20 cm from its original position during operation.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased approximately two weeks ago from Appliance City. [Agent Solutions]

1. Confirm Purchase: Agent confirmed the washing machine was purchased two weeks ago.

2. Discuss Installation: Agent inquired about the installation and confirmed it was done by a fitter.

3. Suggest Adjustment: Agent suggested checking if the unit is balanced and adjusting the feet if necessary.

4. Recommend Testing: Agent advised running an empty cycle to see if vibrations persist.

5. Discuss Load: Agent explained that both overloaded and underloaded conditions could cause vibrations.

6. Advise Contacting Retailer: Agent recommended contacting Appliance City for a replacement since the unit is still within the return period.

[Final Resolution]

• Customer advised to adjust the washing machine's feet and run an empty cycle. If the issue persists, contact Appliance City for a replacement. [Service Notes]
• N/A. [Executive Summary] The customer contacted support regarding excessive vibrations and movement of their washing machine. The agent confirmed the purchase date and discussed the installation process. Suggestions included adjusting the machine's feet and testing with an empty cycle. The agent advised contacting the retailer for a replacement since the unit is still within the return period. No troubleshooting steps were taken beyond these recommendations.

[Request] DONE TASK