15/07 CALLS · Offline Notepad

CNU250715726468

Surname : BURNS

Mobile Number : 07427535030

Post Code : LL57 2QA

1st Line of Address : 57 Cilfach Crwys, BANGOR, LL57 2QA, GB

Email Address : ronan.burns@btopenworld.com

Model # : F4C510GBTN1.AMBQWUK

Serial # : 412PWAWLG352

DOP : 10/01/2025

Retailer : CURRYS

[Customer Issues] RNU250702008914

[Consultation contents] Note: Customer request to cancel the repair because the issue has been resolved and it's properly draining now and now issue at the moment. Customer doesn't want to waste the engineer's time.

[AI Summary]

Contact Reason: Customer is calling to cancel a scheduled engineer visit for a washing machine, as the fault has cleared itself.
Customer Request: Customer seeks to cancel the repair appointment associated with reference number RNU250702008914.
Agent Solution: Agent verified the customer's details and confirmed the cancellation of the repair appointment. The agent coordinated with the tech repair department to ensure the cancellation was processed.
Resolution Acceptance: Yes. The customer accepted the cancellation of the appointment without any issues.
Customer Pain Point: Customer expressed frustration with the previous fault in the washing machine, indicating it was a significant inconvenience.
Notable Comments: Customer provided detailed address information and mentioned a previous experience with the service, indicating a desire for efficient handling of the cancellation.

[AI Summary Recommendations]

Contact Reason: Customer called to cancel a scheduled repair for a washing machine that was previously not draining but has since started functioning normally.
Customer Request: Customer seeks to cancel the repair appointment to avoid unnecessary service.
Agent Solution: Agent confirmed the cancellation request and coordinated with the repair department to ensure the engineer would not be dispatched. The agent noted the previous issue of the washing machine not draining and acknowledged that it has resolved itself.
Resolution Acceptance: Yes. The customer accepted the cancellation of the repair appointment and expressed satisfaction with the resolution.
Customer Pain Point: Customer was concerned about wasting the engineer's time since the washing machine issue had resolved itself, indicating frustration with the initial malfunction.
Notable Comments: Customer mentioned that the washing machine was holding water but has since cleared up, suggesting there may have been a temporary blockage.

[Request] DONE TAGGED TO SDS_CALLBACK

RNU250715096703

Surname : PISZ

Mobile Number : 07881005631

Post Code : BH15 3LR

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

Email Address : apisz1916@gmail.com

Model # : F4V309WNE.ABWQPUK

Serial # : 108PWCMLU155

DOP : 03/10/2021

Retailer : CURRYS

[Customer Issues] Unit has been booked in this reference number: RNU250715096703

[Consultation contents]

[Request] DONE BOOKING

Surname :

Mobile Number : 07813935648

Post Code :

1st Line of Address :

Email Address :

Model # : GWL207FSQA

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDGE ABOUT 14 YEARS OLD LEAKING 2009

[Consultation contents] [AI Summary]

Contact Reason: Customer is experiencing intermittent leaking from a small pipe underneath their 14-year-old American-style fridge freezer, which has a water and ice dispenser. The customer is unsure if maintenance or cleaning is needed.
Customer Request: Customer seeks technical advice on whether the leaking issue is serious and if any specific actions should be taken to resolve it. Additionally, they request access to the owner's manual.
Agent Solution: The agent confirmed the model number and guided the customer to the LG website to access the owner's manual. The agent also suggested defrosting the unit to address potential blockage in the drainage system, as the unit is self-defrosting. If the issue persists after defrosting, the customer was advised to contact a local engineer for further assistance.
Resolution Acceptance: Yes. The customer accepted the suggestion to defrost the unit and agreed to check the manual for further instructions.
Customer Pain Point: Customer expressed frustration over the ongoing leaking issue and the difficulty in finding the manual. They also mentioned the inconvenience of not being able to resolve the problem quickly.
Notable Comments: Customer indicated reliance on the fridge for daily use and expressed concern about the age of the appliance, which may complicate repairs. They also noted the challenge of managing the situation without clear instructions from the manual.

[Request] DONE NO NEED TO DOCU

Surname : CONSTABLE

Mobile Number : 07808299821

Post Code : WA16 6JL

1st Line of Address : Mill Brook Cottage Pepper Street, KNUTSFORD, WA16 6JL, GB

Email Address : mac1664@gmail.com

Model # : GSXV91MCAE.AMCQEUR

Serial # :

DOP :

Retailer :

[Customer Issues] ORDER NUMBER: 8000536089 10/07 11/07 14/07

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling to locate the status of their refrigerator order, which has faced multiple delivery delays.
Customer Request: Customer seeks information on the delivery status and resolution for the ongoing delays.
Agent Solution: Agent verified the order number and confirmed it was tagged to the shop department. The agent coordinated with the LG shop department to check the delivery status and planned to transfer the customer for further assistance.
Resolution Acceptance: Yes. The customer accepted the transfer to the LG shop department for more detailed assistance.
Customer Pain Point: Customer expressed frustration over the repeated delivery changes and lack of communication regarding the order status, feeling it was poor treatment.
Notable Comments: Customer mentioned specific dates of expected delivery and emphasized dissatisfaction with the service received, indicating a need for better communication from LG.

[Request] DONE TRANSFERRED TO LG SHOP

CNU250715728436

RNU250715002843

Surname : SANDHU

Mobile Number : 07814557677 / 07737387563

Post Code : G46 6SQ

1st Line of Address :18A Craignethan Road, GLASGOW, G46 6SQ, GB

Email Address : singhsandhu@hotmail.com

Model # : F4V709STS

Serial # : 003PNFS0A715

DOP : 22/10/2020

Retailer : reliant direct online

[Customer Issues] WASHER OCT 2020 P2020-10-20003PNFS0A715

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling regarding a washing machine purchased in October 2020, reporting that the drum lifter is unhooked and a piece of cloth is stuck inside.
Customer Request: Customer seeks confirmation on warranty coverage for the issue and assistance with the repair process.
Agent Solution: Agent verified the serial number and confirmed that the unit is out of warranty. However, the agent found an extended warranty that is still valid. The agent offered to arrange a chargeable repair for the drum issue and requested a photo of the washing machine for further assessment.
Resolution Acceptance: Yes. The customer accepted the agent's offer to arrange a repair under the extended warranty.
Customer Pain Point: Customer expressed frustration over the malfunction of the washing machine, especially since it is still relatively new and under warranty.
Notable Comments: Customer mentioned the presence of clothing stuck in the drum and offered to send a photo for better understanding of the issue.

[AI Summary Recommendations]

Contact Reason: Customer is calling regarding a washing machine purchased in October 2020, reporting that the drum lifter is unhooked and a piece of cloth is stuck inside.
Customer Request: Customer seeks confirmation on warranty coverage for the issue and assistance with resolving the malfunction.
Agent Solution: Agent verified the serial number and found that the unit is out of warranty but identified an extended warranty that covers the issue until October 2025. The agent requested the customer send a photo of the problem for further assessment by technical experts to determine if the repair would be covered under warranty or if it would incur charges.
Resolution Acceptance: Yes. The customer agreed to send the photo and await further instructions based on the technical team's assessment.
Customer Pain Point: Customer expressed frustration over the malfunction of the washing machine, especially since it is still under an extended warranty, and was concerned about potential charges for the repair.
Notable Comments: Customer mentioned reliance on the washing machine for daily use and requested timely follow-up after sending the photo to ensure a quick resolution.

[AI Summary]

Contact Reason: Customer is calling about a washing machine issue where a drum lifter is off, causing clothes to get stuck inside. The customer has previously uploaded an image of the problem.
Customer Request: Customer seeks to schedule a repair appointment for the washing machine, which is covered under warranty.
Agent Solution: Agent confirmed the issue is covered by warranty and coordinated with technical support. The agent booked a repair service, informing the customer that an engineer would contact them within two business days to provide the exact date and time for the repair.
Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to wait for the engineer's contact.
Customer Pain Point: Customer expressed frustration over the inconvenience caused by the washing machine malfunction and the need for a timely repair.
Notable Comments: Customer mentioned having a parking permit available for the service visit and requested confirmation of the repair reference number via SMS after the call.

[Request] DONE BOOKING WILL SEND SMS

CNU250712706737

Surname : LAURA HINTON

Mobile Number : 07904963092

Post Code : CM11 1DQ

1st Line of Address : 20 Coach Mews CM11 1DQ

Email Address : lmhinton05@gmail.com

Model # : GSJV70PZTF.APZQEUK

Serial # : 207TRBS1F797

DOP : 12/09/2023

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] FRIDGE FREEZER IS NOT COOLING SATURDAY Water dispenser is working properly. Pressed the tests button however still not making ice. Customer says that the compressor is not working. Temperature in Freezer -23 and Fridge 2 degrees. No foods that has been added to the unit recently. No food is blocking the air vents. Unit door still closing properly. Gasket seal doesn't have any visible damage or tear. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling regarding a repair request for their LG fridge freezer, which is not cooling properly, causing items to defrost. The ice maker is also not functioning.
Customer Request: Customer seeks assistance in resolving the cooling issue and potentially scheduling a repair service if troubleshooting does not resolve the problem.
Agent Solution: Agent gathered necessary information, including the customer's address and contact details. The agent asked about the compressor's operation, temperature settings, and whether the ice maker's reset button was pressed. The agent documented the findings and indicated the need for further troubleshooting or a service appointment.
Resolution Acceptance: No. The customer did not accept a solution yet as the troubleshooting steps were still in progress.
Customer Pain Point: Customer expressed frustration over the inconvenience of a malfunctioning fridge freezer, particularly since it affects food preservation and the ice maker's functionality.
Notable Comments: Customer mentioned that the fridge was purchased in September 2020 and noted that the water dispenser is working, albeit not very cold. The customer has not added any unusual items that could block air vents.

[AI Summary Recommendations]

Contact Reason: Customer is calling regarding a repair request for an LG fridge freezer that is not cooling properly, with the freezer temperature resembling that of a refrigerator and the ice maker not functioning.
Customer Request: Customer seeks assistance in scheduling a repair appointment for the fridge freezer as soon as possible due to the urgency of the issue.
Agent Solution: Agent verified customer details and discussed troubleshooting steps, including checking the compressor and ice maker. The agent informed the customer that a repair would be prioritized due to the cooling issue and requested proof of purchase and the fridge's serial number to proceed with booking the repair.
Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to provide the necessary documentation for the repair booking.
Customer Pain Point: Customer expressed frustration over the inconvenience caused by the malfunctioning fridge, especially with two small children at home, emphasizing the need for a quick resolution.
Notable Comments: Customer mentioned that they would search for the proof of purchase and serial number to expedite the repair process. The agent assured the customer that the repair would be prioritized due to the cooling issue.

[Request] ONCE RECEIVE THE PHOTOS WILL BOOK THIS FOR THE REPAIR

Surname : HUNT CHRISTMAS

Mobile Number : 07775962963

Post Code : CO11 1TX

1st Line of Address : 19 Grove Road, MANNINGTREE, CO11 1TX, GB

Email Address : dappyblonde5@hotmail.com

Model # : GSL760PZXV.APZQLGU

Serial # : 010TRPT4C944

DOP : 28/01/2021

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] REPLACEMENT FRIDGE

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling regarding a delayed replacement for a fridge freezer, which has been unresolved for a month despite previous agreements and communications with the resolutions team.
Customer Request: Customer seeks immediate information about the replacement fridge freezer, including delivery date and model, and requests escalation due to the prolonged delay.
Agent Solution: Agent verified the customer's account and confirmed that the replacement request has been forwarded to the LG specialists. The agent informed the customer that they would receive an update via email within two to four days and offered to escalate the issue to the resolutions team for further assistance.
Resolution Acceptance: No. The customer expressed frustration over the repeated delays and lack of communication, indicating dissatisfaction with the proposed timeline.
Customer Pain Point: Customer is frustrated by the lack of timely updates and communication regarding the replacement, especially as they have three children at home and have been without a fridge freezer for a month.
Notable Comments: Customer emphasized the urgency of their situation due to the heat and the presence of children at home, and requested to speak with management for escalation, highlighting the inadequacy of the current support.

[Request]

Surname : GARBUTT

Mobile Number : 07909961349

Post Code : BD18 4LQ

1st Line of Address : 77 Moorhead Crescent, SHIPLEY, YORKSHIRE, BD18 4LQ, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] Ring the engineer and tried to have a chat

Ms. Sue the wife of the owner of the account is authorized to access this account. Her mobile number: 077337082

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling regarding a missed engineer visit for a fridge freezer repair that was scheduled for today. The customer’s wife was home all day, but the engineer reported no response at the door.
Customer Request: The customer seeks to have the engineer return today or, if not possible, to schedule an appointment for tomorrow due to the ongoing issue with the fridge freezer.
Agent Solution: The agent coordinated with the repair department to check the engineer's availability for a visit today or tomorrow. The agent offered to contact the service center or provide the customer with their contact number. The agent also suggested adding the customer's wife's contact information to facilitate scheduling.
Resolution Acceptance: No. The customer expressed frustration over the missed appointment and the lack of communication from the service provider, indicating dissatisfaction with the proposed solutions.
Customer Pain Point: The customer is frustrated by the inconvenience of being without a fridge freezer for over two weeks and feels unfairly treated since they were home during the scheduled visit.
Notable Comments: The customer mentioned that their wife would be available all day for the engineer's visit and emphasized the urgency of resolving the issue to avoid further problems.

[Request]

CNU250715731586

Surname : AQEEB

Mobile Number : 07717501992

Post Code : B9 5HA

1st Line of Address :113 Imperial Road, BIRMINGHAM, WARWICKSHIRE, B9 5HA, GB

Email Address : ak2wr3ky@gmail.com

Model # : LSWD100E.ABWQKUK

Serial # : 311KWJU5J812

DOP :

Retailer : LG ELECTRONICS UK LTD

[Customer Issues] WASHER DRYER SAYING PROFANITY

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling to register a washing machine for warranty and report that it is not draining water, causing leaks.
Customer Request: Customer seeks assistance to activate the warranty without a receipt and requests a repair service for the washing machine.
Agent Solution: Agent confirmed the washing machine is under warranty and scheduled a repair service at no cost. The agent also assisted in creating a customer profile for warranty registration.
Resolution Acceptance: Yes. The customer accepted the scheduled repair service and confirmed the warranty activation process.
Customer Pain Point: Customer expressed frustration over the washing machine malfunctioning and the inconvenience of not having a receipt to activate the warranty.
Notable Comments: Customer mentioned they also need to register a fridge for warranty and will call back later with the model number. The agent offered a 10% discount voucher for future purchases as a token of appreciation.

[AI Summary]

Contact Reason: Customer is calling regarding a malfunctioning washer dryer that has not been serviced despite previous contact with LG support over a week ago. The customer is frustrated that no one has followed up as promised.
Customer Request: The customer seeks immediate assistance to schedule a repair for the washer dryer under warranty, expressing urgency due to the lack of service and the approaching warranty expiration.
Agent Solution: The agent attempted to verify the customer's account and requested the purchase date of the unit to proceed with scheduling a repair. The agent explained that without this information, they could not book a service appointment. The agent suggested the customer retrieve the receipt through LG's website.
Resolution Acceptance: No. The customer did not accept the proposed solution, expressing frustration over the need for a purchase date and the lack of service despite having provided the serial number and other details.
Customer Pain Point: The customer is highly frustrated with the repeated lack of service and communication from LG, feeling that their warranty is at risk and that their concerns are not being taken seriously.
Notable Comments: The customer mentioned losing their receipt due to a broken phone and expressed anger over the situation, indicating they have called multiple times without resolution. The customer emphasized the high cost of the washer dryer and their expectation for prompt service.

[Request] DONE

CNU250715731803

Surname : SANKEY

Mobile Number : 07968542683

Post Code : M25 3HR

1st Line of Address : 62 Clifton Road, MANCHESTER, M25 3HR, GB

Email Address : markysankey@gmail.com

Model # : F4X7009TWB.AGWQPUK

Serial # : 502PNQEBJ572

DOP : 21/06/2025

Retailer : JOHN LEWIS

[Customer Issues] WASHER WARRANTY CONFIRMATION

Note: Customer ring us because he hasn't receive any confirmation about the registration. Agent advised that the unit has been registered here on our end and send an SMS for the warranty registration confirmation and advised that he will receive the certification via email within 10 to 12 weeks.

[Consultation contents] [AI Summary]

Contact Reason: Customer called to inquire about the status of their five-year guarantee registration for a product purchased from John Lewis, following a previous call made two weeks ago.
Customer Request: Customer seeks confirmation of the five-year guarantee registration and a case number for their records.
Agent Solution: Agent confirmed that the registration is in the system and informed the customer that the certification will be sent within 10 to 12 weeks. The agent also offered to send an SMS with confirmation of the registration and the case number.
Resolution Acceptance: Yes. The customer accepted the solution and requested the SMS confirmation.
Customer Pain Point: Customer expressed frustration over the delay in receiving confirmation of the guarantee registration and the lengthy wait time for the certification.
Notable Comments: Customer mentioned the purchase date and location, indicating the importance of having the guarantee confirmation for peace of mind regarding their product.

[AI Summary]

Contact Reason: Customer called to inquire about the status of their five-year guarantee registration for a product purchased from John Lewis, following a previous call made two weeks ago.
Customer Request: Customer seeks confirmation of the five-year guarantee registration and a case number for their records.
Agent Solution: Agent confirmed that the registration is in the system and informed the customer that the certification will be sent within 10 to 12 weeks. The agent also offered to send an SMS with the confirmation of the registration and the case number.
Resolution Acceptance: Yes. The customer accepted the proposed solution and confirmed their mobile number for the SMS.
Customer Pain Point: Customer expressed frustration over the delay in receiving the guarantee certification and the need for confirmation of their registration.
Notable Comments: Customer mentioned the purchase date and location, indicating reliance on the guarantee for peace of mind regarding their product.

[Request] DONE SENDING SMS

CNU250715732371

Surname : JAMES MCCLELLAND

Mobile Number : 07926924304

Post Code : ML6 7FB

1st Line of Address : 70 Clement Drive, AIRDRIE, ML6 7FB, GB

Email Address : james.mcclelland.com@outlook.com

Model # : GBV5240CEP

Serial # : 502TRVMH8559

DOP : 09/07/2025

Retailer : CURRYS

[Customer Issues] Ms. Sharon the wife of the account owner is authorized to access this account. FRIDGE REGISTRATION

[Consultation contents] AI Summary Recommendations

Contact Reason: Customer is calling to register a new fridge freezer, model GBV5240CEP, purchased last week on July 9, 2025.
Customer Request: Customer seeks assistance with the registration process for the fridge freezer.
Agent Solution: Agent verified the model and serial number, collected customer details including name, address, and email, and created an account for the customer to facilitate the registration. The agent confirmed the purchase details and documented the information for warranty purposes.
Resolution Acceptance: Yes. The customer accepted the registration process and provided all necessary information.
Customer Pain Point: Customer expressed some frustration with the lengthy registration process and the need to provide extensive personal information.
Notable Comments: Customer authorized their wife to access the account for future inquiries and mentioned purchasing the unit from Curry.

[AI Summary]

Contact Reason: Customer is calling to register a new fridge freezer, model GBV5240CEP, purchased last week on July 9, 2025.
Customer Request: Customer seeks assistance with the registration of the fridge freezer and confirmation of warranty details.
Agent Solution: Agent verified the model and serial number, created an account for the customer, and successfully registered the fridge freezer for a five-year warranty. The agent informed the customer that the warranty certification would be sent via email within 10 to 14 weeks.
Resolution Acceptance: Yes. The customer accepted the registration and was satisfied with the information provided regarding the warranty.
Customer Pain Point: Customer expressed some confusion during the registration process, particularly regarding the serial number and warranty details.
Notable Comments: Customer authorized their wife to access the account for future inquiries and mentioned purchasing the unit from Curry.

[Request] DONE REGISTERING FOR WARRANTY

Surname : BRUCE

Mobile Number : 07814162137

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP : 08/07/2025 purchased and

Retailer : CURRYS

[Customer Issues] FRIDGE DENTS ON THE DOOR 7447081039

[Consultation contents] [AI Summary]

Contact Reason: Customer called to report a dent on the freezer door of a newly delivered fridge freezer, which was noticed immediately after delivery.
Customer Request: Customer seeks a replacement for the damaged freezer door since it was present upon delivery.
Agent Solution: Agent confirmed the delivery date and requested the customer's order number to initiate the replacement process. The agent contacted the delivery service to arrange for the door replacement, confirming that it could be replaced since the damage was noted immediately after delivery.
Resolution Acceptance: Yes. The customer accepted the proposed solution and provided the necessary order details for the replacement process.
Customer Pain Point: Customer expressed frustration over receiving a damaged product upon delivery, which was unexpected and inconvenient.
Notable Comments: Customer mentioned that the fridge was purchased on July 8 and was delivered just minutes before the call, indicating urgency in resolving the issue.

[Request] NO NEED TO DOCU DIDN'T ASK THE 3 INFORMATIONS

CNU250715733861

Surname : HAMILL

Mobile Number : 07979065114 / 01323890205

Post Code : BN25 2TA

1st Line of Address :

Email Address : jhamill666@btinternet.com

Model # : F4Y513WWLN1

Serial # : 504PNSVAV366

DOP : 12/07/2025

Retailer : CURRYS

[Customer Issues] 14/07 WASHER

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling to register a newly purchased washing machine, which was delivered the previous day, and is covered by a five-year guarantee.
Customer Request: Customer seeks assistance with the registration process for the washing machine.
Agent Solution: Agent confirmed the details of the washing machine, including the model and serial number. The agent created an account for the customer to facilitate the registration process and documented the necessary information.
Resolution Acceptance: Yes. The customer accepted the agent's assistance in registering the washing machine.
Customer Pain Point: Customer expressed frustration about the need to register the product and the complexity of the process, indicating a desire for a smoother experience.
Notable Comments: Customer mentioned this is their first time calling LG for assistance and provided detailed information about the purchase location and date.

[AI Summary]

Contact Reason: Customer called to register a newly purchased washing machine, which was delivered the previous day, and to confirm warranty details.
Customer Request: Customer seeks assistance with registering the washing machine and obtaining a guarantee confirmation code.
Agent Solution: Agent created an account for the customer, collected necessary information including model and serial numbers, and successfully registered the washing machine in the system. The agent informed the customer that a certification would be sent via email within 14 weeks, and provided a case number for reference.
Resolution Acceptance: Yes. The customer accepted the registration confirmation and understood the process for receiving the warranty certification.
Customer Pain Point: Customer expressed frustration with the lengthy registration process and the need for a guarantee confirmation code, which was not provided directly.
Notable Comments: Customer mentioned the purchase was made at Currys and noted that this was their first call to LG for assistance.

[Request] DONE REGISTERING FOR WARRANTY

CNU250715734599

Surname : BUKLENOV

Mobile Number : 07500909495

Post Code : OX11 6BN

1st Line of Address :

Email Address : natelle_b@hotmail.com

Model # : GBB72PZEFN

Serial # : 102WRRTKY278

DOP :

Retailer :

[Customer Issues] FRIDGE 4 YEARS AGO LIGHTS IS ON SQUEAKY ICE FREEZER - FRIDGE 13 A COUPLE DAYS

Compressor is properly working. -20 2 No food the

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling about a four-year-old fridge and freezer that is not cooling properly, making unusual noises, and has a temperature of 13 degrees in the fridge while the freezer contents are melting.
Customer Request: Customer seeks troubleshooting assistance or a repair appointment, expressing concern about the cost of repair for a relatively new appliance.
Agent Solution: Agent provided troubleshooting steps, including checking the compressor noise, adjusting the temperature settings, and suggested a full defrost. The agent explained that a chargeable repair would cost £176, which includes parts and labor, but the customer was hesitant about this option.
Resolution Acceptance: No. The customer did not accept the proposed repair solution, expressing frustration over the cost and considering alternative options.
Customer Pain Point: Customer is frustrated with the appliance's failure after only four years and feels the repair cost is too high compared to the appliance's age and performance.
Notable Comments: Customer mentioned having an older freezer that still works well, indicating dissatisfaction with the LG product's reliability. The customer also inquired about the smart diagnostic feature but could not find the Wi-Fi button on the fridge.

[AI Summary]

Contact Reason: Customer is calling about a four-year-old fridge and freezer that is not cooling properly, making unusual noises, and has a temperature of 13 degrees in the fridge while the freezer contents are melting.
Customer Request: Customer seeks troubleshooting assistance or a repair appointment due to the malfunctioning fridge and freezer.
Agent Solution: Agent provided troubleshooting steps, including checking the compressor noise, adjusting the temperature settings, and suggested defrosting the unit for 24 hours. The agent also explained the warranty limitations and offered a chargeable repair service for £176, which includes parts and labor.
Resolution Acceptance: No. The customer declined the repair offer, expressing frustration over the cost and the unit's short lifespan, indicating they might consider purchasing a new freezer instead.
Customer Pain Point: Customer is frustrated with the fridge's performance after only four years and feels the repair cost is too high compared to the age of the appliance. They also expressed dissatisfaction with LG's product reliability.
Notable Comments: Customer mentioned they have an older freezer that still works well, contrasting it with their experience with the LG fridge. They plan to defrost the unit and assess if that resolves the issue before deciding on further action.

[Request] DONE

Surname :

Mobile Number : 07766417459

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDGE FREEZER -24 FRIDGE 1

[Consultation contents] [AI Summary]

Contact Reason: Customer is experiencing issues with their LG American fridge freezer, specifically that the freezer is not keeping food frozen, with temperatures reported at -24 degrees Celsius and 1 degree Celsius for the fridge.
Customer Request: Customer seeks assistance in fixing the freezer issue, expressing urgency due to food spoilage.
Agent Solution: Agent informed the customer that since the fridge is approximately seven to eight years old, they cannot book a service directly. Instead, the agent provided contact information for an authorized service center in Northern Ireland. The agent explained that if the compressor is found faulty, the customer can have it replaced and then request reimbursement from LG, as the compressor has a ten-year warranty.
Resolution Acceptance: Yes. The customer accepted the solution and noted they would contact the authorized service center.
Customer Pain Point: Customer is frustrated with the malfunctioning freezer, leading to food spoilage and inconvenience, especially since they have already changed the water filter recently.
Notable Comments: Customer mentioned that it is a bank holiday in Northern Ireland, which may affect their ability to contact the service center immediately.

[Request] DONE NO NEED TO DOCU AGENT PROVIDED CRAIGAVON ASC NUMBER SINCE SHE IS FROM NORTHERN IRELAND

CNU250715735617

RNU250715003087

Surname : MADUEKWE

Mobile Number : 01913870118

Post Code : BT63 5GT

1st Line of Address : 55 Lisnisky Lodge, CRAIGAVON, BT63 5GT, GB

Email Address : nkechimaduekwe4@gmail.com

Model # : F4Y711BBTN1.APBQPUK

Serial # : 308PNCY2L275

DOP : 15/11/2023

Retailer : CURRYS

[Customer Issues] WASHER Service Care D.A.R. LTD

Telepresence: Yes Customer advised about Parking Permits: No Warranty Status: In Warranty Fault: Drain Hose Damage. been pushed back inside Troubleshooting: n/a Additional notes: no parking permit advised Email: NKECHIMADUEKWE4@GMAIL.COM Primary Number: 07721569700 Retailer: Curry's

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling about a washing machine issue, specifically regarding a canceled service appointment by an engineer who could not proceed with the repair.
Customer Request: Customer seeks to reschedule the repair appointment for the washing machine, which has been canceled due to the unavailability of engineers in the area.
Agent Solution: Agent confirmed the cancellation of the previous appointment and proceeded to book a new service visit with a different engineer. The agent documented the issue, including the damaged drain hose, and assured the customer that they would receive a reference number via SMS within the day.
Resolution Acceptance: Yes. The customer accepted the new repair appointment and was informed about the follow-up from the engineer within two business days.
Customer Pain Point: Customer expressed frustration over the cancellation of the service appointment and the inconvenience caused by the ongoing issue with the washing machine.
Notable Comments: Customer provided detailed information about the washing machine's condition and confirmed that it is still under warranty. The customer also mentioned that no parking permit is needed for the service visit.

[Request] DONE BOOKING

CNU250715735868

Surname : AHMAD

Mobile Number : 07305292953

Post Code : WA15 8HY

1st Line of Address : 18 Prestbury Avenue, ALTRINCHAM, WA15 8HY, GB

Email Address :

Model # : FWY706WWTN1.ABWQPUK

Serial # : 412PNDWCD234

DOP : 04/04/2025 puchased and delivered on 16/04/2025

Retailer : JOHN LEWIS

[Customer Issues] WARRANTY WASHER DRYER Unit gets very hot unit is very hot to touch the glass, smell of burning, doesn't dry the clothes and it's been happening since the day they bought it

Kitchen. Customer was the one who installed the unit. No Extended warranty. 17/04. The clothes shrunk a bit. Unit was on the customer property.

No parking permit needed.

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling regarding a warranty repair for a washer dryer purchased from John Lewis, reporting that the drying function gets excessively hot and emits a burning smell, making it unusable.
Customer Request: Customer seeks to schedule a repair appointment for the washer dryer due to the overheating and malfunctioning drying function.
Agent Solution: Agent verified the customer's details and confirmed the warranty status. The agent coordinated with support for an inspection and requested proof of purchase. The agent also noted the need for photos of the unit and assured the customer that a repair booking would be arranged.
Resolution Acceptance: Yes. The customer accepted the proposed solution of scheduling a repair and agreed to provide the necessary documentation later.
Customer Pain Point: Customer expressed frustration over the ongoing issue with the dryer since purchase, highlighting safety concerns due to the excessive heat and the inconvenience caused by the malfunction.
Notable Comments: Customer mentioned that the unit was self-installed and noted that clothes may have shrunk due to the overheating. The customer also confirmed that there is a driveway available for service access.

[AI Summary]

Contact Reason: Customer is calling regarding a warranty repair for a washer dryer purchased from John Lewis, reporting that the drying function gets excessively hot and emits a burning smell, making it unusable.
Customer Request: Customer seeks to schedule a repair appointment for the washer dryer due to the overheating and malfunctioning drying function.
Agent Solution: Agent verified the customer's details and the serial number of the unit. The agent coordinated with support for an inspection and requested proof of purchase. The agent documented the issue and provided the customer with a case number for follow-up.
Resolution Acceptance: Yes. The customer accepted the proposed solution of scheduling a repair and agreed to provide the necessary documentation later.
Customer Pain Point: Customer expressed frustration over the ongoing issue with the dryer since purchase, highlighting safety concerns due to the excessive heat and the inconvenience caused by the malfunction.
Notable Comments: Customer mentioned that the unit was self-installed and noted that clothes may have shrunk due to the overheating. The customer also confirmed having a driveway for service access.

[Request] VOC AND PL