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18/08 CALLS

RNU250818055683

Surname : FOGARTY

Mobile Number : 0896128261

Post Code : P31 YF59

1st Line of Address : 29 HIGHFIELD COURT BALLINCOLLIG CO. CORK IE P31 YF59

Email Address : noelfog140@yahoo.com

Model # : F4V310SNE.ASSQPUK

Serial # : 009PNCY7H811

DOP : 01/03/2021

Retailer : CURRYS

[Customer Issues] last week of the 4th notice yerterday leakage

Drain hose doesn't have any visible damage or tear. Checked the Inlet and outlet pipes doesn't have any visible damage or tears. Drain hose is doesn't have any clogs. No error codes. Issue persists.

No parking permit needed.

P2021-03-01009PNCY7H811

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about a leaking washing machine, which has started leaking water from underneath the unit within the last week.

  2. Customer Request: Customer seeks assistance in diagnosing the issue and potentially scheduling a repair if necessary.

  3. Agent Solution: Agent verified the customer's account and washing machine details, confirming it is still under an extended warranty until February 2026. The agent provided troubleshooting steps, including checking for clogs and verifying drainage functionality. Since the unit shows no error codes, the agent suggested scheduling a repair service to address the leak.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution of scheduling a repair service.

  5. Customer Pain Point: Customer expressed frustration over the inconvenience caused by the leak and uncertainty about the source of the water accumulation.

  6. Notable Comments: Customer mentioned that the washing machine was purchased in March 2021 and has a 10-year warranty on the motor, but was unsure about other coverage. Customer also confirmed that the drainage system is functioning properly. [AI Summary]

  7. Contact Reason: Customer is calling about a leaking LG washing machine that has started leaking water from underneath, which was first noticed yesterday.

  8. Customer Request: Customer seeks assistance with troubleshooting the leak and requests a repair appointment if the issue cannot be resolved over the phone.

  9. Agent Solution: Agent verified the customer's warranty status and confirmed that the washing machine is covered under an extended warranty until February 2026. The agent scheduled a repair appointment and informed the customer that an engineer would contact them within two business days to confirm the exact date of the visit.

  10. Resolution Acceptance: Yes. The customer accepted the scheduled repair and appreciated the prompt assistance.

  11. Customer Pain Point: Customer expressed frustration over the inconvenience caused by the leaking washing machine, especially since it is a recent issue and affects their laundry routine.

  12. Notable Comments: Customer mentioned that they had registered for an extended warranty but were unsure of its coverage details. They also confirmed that the machine was functioning properly apart from the leak.

[Request] DONE BOOKING AND SMS

RNU250818056215

Surname : MARK APAYA

Mobile Number : 07795384556 / 07711076346

Post Code : SO15 0LN

1st Line of Address : 543 Millbrook Road West SO15 0LN

Email Address : markapaya@yahoo.com

Model # : GSL761PZXV.APZQLGU

Serial # : 108TRWA44649

DOP : 18/02/2022

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] FRIDGE WHOLE UNIT NOT COOLING LIGHTS STILL ON BUT NO COOLING FRIDAY

Defrost the unit. Temperature on Freezer -19 and Fridge 2. Door gasket doesn't have any visible damage or tears. Door still closing properly. Unit is also trips electricity once. No error codes. Unplugged and plug in. Issue persists.

No parking permit needed.

[Consultation contents] [Customer] MARK APAYA | SO15 0LN | null | Southampton | 543 Millbrook Road West SO15 0LN [Appointment Preferences] 1st Choice : null (null) 2nd Choice : null (null) 3rd Choice : null (null) [Customer Comments] There is power. Lights are on. But both fridge and freezer not cooling.

[AI Summary]

  1. Contact Reason: The customer is calling because their refrigerator is not cooling, affecting both the fridge and freezer compartments. The issue began on Friday, and although the light is on, the unit is not functioning properly.

  2. Customer Request: The customer is seeking troubleshooting assistance and potentially a service appointment if the issue cannot be resolved over the phone.

  3. Agent Solution: The agent provided troubleshooting steps, including unplugging the appliance for at least 2 minutes and checking for any blockages in the air vents. The agent also inquired about the temperature settings and any error codes displayed on the unit. Since the customer had already attempted some troubleshooting, the agent confirmed that a service appointment would be necessary if the problem persists.

  4. Resolution Acceptance: No. The customer did not accept a proposed solution yet, as they were still in the process of troubleshooting and gathering necessary information.

  5. Customer Pain Point: The customer expressed frustration over the inconvenience caused by the refrigerator malfunction, especially since it is a relatively new unit purchased in 2022.

  6. Notable Comments: The customer mentioned that the refrigerator tripped the main switch once, which may have contributed to the current issue. They also noted that they do not have the serial number available as they are at work.

[AI Summary]

  1. Contact Reason: The customer is calling because their fridge is not cooling, affecting both the fridge and freezer compartments. The issue began on a Friday, and although the light is on, the unit is not functioning properly.

  2. Customer Request: The customer is seeking a repair appointment for the fridge, as they are currently using an icebox due to the malfunction.

  3. Agent Solution: The agent conducted troubleshooting by asking about previous attempts to reset the fridge and checking for error codes. After confirming the unit is out of warranty, the agent provided a repair cost of £215, which includes parts, labor, and VAT. The agent also explained the terms regarding potential refunds based on the repair outcome and offered to book the repair service.

  4. Resolution Acceptance: Yes. The customer accepted the proposed repair solution and requested to proceed with booking the service.

  5. Customer Pain Point: The customer expressed frustration over the fridge malfunctioning after only three years of use, especially after having previously owned a reliable fridge for 15 years. They also mentioned having paid for an extended warranty that they canceled.

  6. Notable Comments: The customer indicated they had made a repair request online prior to the call and provided an alternative contact number for the engineer to reach them. They emphasized the urgency of the situation due to the inconvenience caused by the fridge not working.

[Request]

CNU250818045435

Surname : HENRY

Mobile Number : 07788631433

Post Code : NG20 0HE

1st Line of Address : 16 Mount Crescent, MANSFIELD, NG20 0HE, GB

Email Address : henrysara30@aol.com

Model # : F4V309WNE.ABWQPUK

Serial # : 010PNMH65387

DOP : 23/01/2021

Retailer : CURRYS

[Customer Issues] WASHER DE2

Cleans gasket every wash. Doors still closing properly. Door lock doesn't have a visible damage. Done empty cycle. Gasket doesn't have any visible damage or tears. Unplugged and plug in. Issue persists. No parking permit needed.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is inquiring about the status of a repair for a washing machine that is not functioning, specifically showing error code DE2, and wants to know when the repair will be completed.

  2. Customer Request: Customer seeks an update on the repair timeline and wants to confirm if the warranty request has been accepted to proceed with the repair.

  3. Agent Solution: Agent checked the account and informed the customer that the warranty department has not yet reviewed the case. The agent explained that once the warranty is accepted, they can schedule the repair. The agent also asked troubleshooting questions regarding the washing machine's door and error code, confirming that the customer had already attempted several troubleshooting steps.

  4. Resolution Acceptance: No. The customer did not accept a resolution as the warranty request is still pending, and no repair appointment could be scheduled at this time.

  5. Customer Pain Point: Customer expressed frustration over the delay in the warranty approval process and the ongoing issue with the washing machine, which has disrupted their routine.

  6. Notable Comments: Customer mentioned having previously sent a video of the error to another agent and confirmed that there is no visible damage to the washing machine. The customer also noted that they have a driveway for parking, which is relevant for the repair service.

[Request] WILL BOOK ONCE WARRANTY HAS BEEN APPROVED

CNU250818045847

Surname : BROOK

Mobile Number : 07976415423

Post Code : BD7 4DE

1st Line of Address : 11 Heathfield Grove, BRADFORD, YORKSHIRE, BD7 4DE, GB

Email Address : peterbrookie@yahoo.co.uk

Model # : F4Y510GBLN1

Serial # :

DOP : 14/08/25 DELIVERY DATE 10/08/2025 ORDERED

Retailer : SONIC DIRECT

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to register the warranty for their washing machine and is providing necessary details for the registration process.

  2. Customer Request: Customer seeks assistance in registering the warranty and requires help locating the serial number of the washing machine.

  3. Agent Solution: Agent initiated the warranty registration process by creating an account for the customer. The agent requested the customer's personal details, including name, mobile number, postcode, and email address. The agent also guided the customer on how to locate the serial number on the washing machine and offered to follow up via email for the serial number if the customer could not find it.

  4. Resolution Acceptance: Yes. The customer accepted the agent's offer to send an email for further assistance regarding the serial number.

  5. Customer Pain Point: Customer expressed frustration about not being able to locate the serial number and the difficulty in recalling the exact purchase date.

  6. Notable Comments: Customer mentioned they were not at home during the call, which complicated the process of finding the serial number. The customer also indicated they would check their emails for the purchase date.

[AI Summary]

  1. Contact Reason: Customer is calling to register the warranty for their washing machine and needs assistance with the process.

  2. Customer Request: Customer seeks help to complete the warranty registration, including providing necessary details like serial and model numbers.

  3. Agent Solution: Agent assisted the customer by creating an account for warranty registration. The agent requested the customer's serial number, which the customer could not provide immediately as they were not at home. The agent offered to send a link for the customer to upload the serial number photo later and provided a case number for tracking.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to send the serial number photo via the provided link.

  5. Customer Pain Point: Customer expressed frustration about not being able to locate the serial number and the inconvenience of not being at home to provide it during the call.

  6. Notable Comments: Customer mentioned they received the washing machine on the 14th and had difficulty recalling the exact purchase date, which caused delays in the registration process.

[Request] REQUESTED FOR THE PHOTO OF SN TO REGISTER

CNU250818046776

Surname : GILL

Mobile Number : 07460492200

Post Code : UB4 0NH

1st Line of Address : 121 Berwick Avenue, HAYES, UB4 0NH, GB

Email Address : bkgill1111@yahoo.co.uk

Model # : F4V309SNE.ASSQPUK

Serial # : 104PNYU1W930

DOP : 2022

Retailer : CURRYS

[Customer Issues] week spin the stains on the clothes are still not removed after the wash

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about an LG washing machine purchased in 2022 that is not washing clothes properly, leaving stains on fabrics despite functioning normally otherwise.

  2. Customer Request: Customer seeks assistance with troubleshooting the washing machine or scheduling a repair appointment if the issue cannot be resolved.

  3. Agent Solution: Agent confirmed the washing machine is out of warranty and explained the warranty coverage details. The agent advised the customer to obtain a proof of purchase from the retailer and a photo of the serial number sticker to register for potential extended warranty coverage. The agent offered to send a link for the customer to submit the required documents.

  4. Resolution Acceptance: Yes. The customer accepted the agent's solution to obtain the necessary documents and agreed to follow up after sending them.

  5. Customer Pain Point: Customer expressed frustration over the washing machine's performance and dissatisfaction with the warranty coverage, feeling misled about the warranty terms at the time of purchase.

  6. Notable Comments: Customer mentioned owning multiple LG products and indicated that poor service could deter future purchases. Customer also noted previous difficulties in reaching customer service, highlighting a lack of support during prior calls.

[AI Summary]

  1. Contact Reason: Customer is calling about an LG washing machine purchased in 2022 that is not washing clothes properly, leaving stains on fabrics despite functioning normally otherwise.

  2. Customer Request: Customer seeks assistance with troubleshooting the washing machine and potentially scheduling a repair if the issue cannot be resolved.

  3. Agent Solution: Agent confirmed the issue and explained that the warranty covers parts but not the engineer's visit. The agent requested proof of purchase and the serial number to verify warranty eligibility. The agent also provided a case number and a link for the customer to upload the required documents.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to send the necessary documentation for warranty verification.

  5. Customer Pain Point: Customer expressed frustration over the washing machine's performance and dissatisfaction with the warranty coverage, feeling misled about the warranty terms at the time of purchase.

  6. Notable Comments: Customer mentioned owning multiple LG products and indicated that poor service could deter future purchases. The customer also noted previous difficulties in reaching customer service.

[Request] WAITING POP AND SN FOR REGISTRATION AND NEXT BOOKING

Surname :

Mobile Number : 07534763163

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is experiencing issues with their washing machine, specifically mentioning flooding, and previously attempted troubleshooting with another representative.

  2. Customer Request: Customer seeks information on how soon an engineer can visit for a service appointment if troubleshooting does not resolve the issue.

  3. Agent Solution: Agent explained that if troubleshooting fails, an engineer will contact the customer within two business days to provide the exact date for their visit. The agent confirmed that the service can be scheduled on the same day if needed.

  4. Resolution Acceptance: Yes. The customer accepted the information provided and indicated they would call back if the issue persists after troubleshooting.

  5. Customer Pain Point: Customer expressed frustration about the flooding issue with the washing machine and the inconvenience it causes, especially while at work.

  6. Notable Comments: Customer mentioned the importance of speaking to the same representative for continuity but understood that calls are directed to available agents. They plan to follow up after attempting troubleshooting at home.

[Request] DONE NO NEED TO DOCU CUSTOMER DOESN'T HAVE AN ACCOUNT

CNU250818048721

Surname : GRAY

Mobile Number : 07889501845

Post Code : EH3 6AP

1st Line of Address : 1/1 Great Stuart Street, EDINBURGH, EH3 6AP, GB

Email Address : GSX961NSVZ.ANSQLGU

Model # : GSX961NSVZ

Serial # : 103TRJL5C396

DOP :

Retailer :

[Customer Issues] FRIDGE ICE MAKER ITSELF WATER

Water can dispense fine. Unit restarted and defrosted.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is experiencing intermittent issues with the ice maker of their LG freezer model GSX961, which sometimes produces ice and sometimes does not, despite regular cleaning and maintenance.

  2. Customer Request: Customer seeks guidance on troubleshooting the ice maker issue and requests an online resource or guide to assist in servicing the unit.

  3. Agent Solution: Agent provided troubleshooting steps, including checking the water tank connection and suggested pressing the reset button on the ice maker. When the customer could not locate the reset button, the agent coordinated with technical experts to provide a link to a video guide for further assistance.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to create an account to receive the troubleshooting link.

  5. Customer Pain Point: Customer expressed frustration over the ice maker's inconsistent performance, which disrupts their daily routine and causes inconvenience.

  6. Notable Comments: Customer mentioned they have been using the freezer for about three years and indicated they might have purchased it online, but could not recall the exact retailer or purchase date.

[AI Summary]

  1. Contact Reason: Customer is experiencing intermittent issues with the ice maker of their LG freezer model GSX961, which sometimes produces ice and sometimes does not, despite regular cleaning and maintenance.

  2. Customer Request: Customer seeks guidance on troubleshooting the ice maker issue and requests an online resource or guide to assist in servicing the unit.

  3. Agent Solution: Agent provided troubleshooting steps, including checking the water tank connection and attempting to locate a reset button on the ice maker. When the reset button was not found, the agent coordinated with technical experts to provide a video link for further assistance and offered to send the link via SMS.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and confirmed receipt of the SMS with the link to the troubleshooting video.

  5. Customer Pain Point: Customer expressed frustration over the ice maker's inconsistent performance and the inconvenience caused by not having a reliable ice supply, especially since they rely on it frequently.

  6. Notable Comments: Customer mentioned they have owned the freezer for about three years and indicated they may have purchased it online, but could not recall the exact retailer.

[Request] DONE

CNU250813014297

Surname : CHERA

Mobile Number : 07904459419

Post Code : SL1 6EL

1st Line of Address : 6 Windermere Way SL1 6EL SLOUGH, SL1 6EL, GB

Email Address : amanchera@hotmail.com

Model # : FWY706GBTN1.AMBQPUK

Serial # : 307PNHN2S825

DOP : 04/10/2023

Retailer : LG ELECTRONICS

[Customer Issues]

[Consultation contents] 18/08 [RA] - Customer Khokhar ring us to get an update about his unit within this day, and his number is 07904459419.

18/08[CS]Contacted the Customer but routed to voicemail

[Level 2 WHITES] Troubleshooting: No Callback: Yes Callback reason: Customer seeks a resolution for their washing machine, specifically a replacement or refund, as promised by a previous manager who called them name shei. if the customer does not received the call advice t left VM ,advice number to contact them Fault: the unit have a vibrating issue. Resolve: the customer believed that they should have the manager call them as they have not provide what they initially promised to the customer that they will send an email providing the customer options to proceed. Advised: advice the cutsomer that for resolution team what we can provide update is on the case that with we are handling with is the PL case. provide update to customer Date: 2025-08-14 Time: 16:33 Tel: 07917607525 Customer On File: Yes Product On File: Yes BER: No

[AI Summary]

  1. Contact Reason: Customer is calling to follow up on a previous service case regarding their washing machine, expressing frustration over lack of communication and delays in receiving updates.

  2. Customer Request: Customer requests assurance that a manager will call them back today to provide an update on their case and resolve the ongoing issues.

  3. Agent Solution: Agent confirmed that the case is being handled by a manager who is currently unavailable but assured the customer that they would receive a callback within the day. The agent also verified the customer's contact information to ensure proper communication.

  4. Resolution Acceptance: Yes. The customer accepted the agent's assurance of a callback and provided their contact details for follow-up.

  5. Customer Pain Point: Customer is frustrated by repeated promises of callbacks that have not been fulfilled, leading to a prolonged and unresolved service issue with their washing machine.

  6. Notable Comments: Customer mentioned escalating the issue to higher management and expressed dissatisfaction with the service received from the initial repair center, indicating a history of unresolved complaints.

[AI Summary]

  1. Contact Reason: Customer is calling to follow up on a previous case regarding a washing machine repair, expressing frustration over lack of communication and delays in service updates.

  2. Customer Request: Customer requests a callback from the manager to resolve ongoing issues with the repair process and to ensure timely communication moving forward.

  3. Agent Solution: Agent confirmed the customer's details and assured them that the manager would contact them within the day. The agent also noted the customer's request for the manager to call them directly, ensuring that the correct contact number was recorded.

  4. Resolution Acceptance: Yes. The customer accepted the agent's assurance that the manager would reach out, although they expressed skepticism due to past experiences.

  5. Customer Pain Point: Customer is frustrated by repeated promises of callbacks that were not fulfilled, leading to a prolonged and unsatisfactory repair process.

  6. Notable Comments: Customer mentioned escalating the issue to higher management and expressed dissatisfaction with the service received from the initial repair center, indicating a history of unresolved issues.

[Request] DONE TAGGED TO MANAGERS

CNU250818054013

Surname : PROBERT

Mobile Number : 07393583987

Post Code : CV34 5BA

1st Line of Address : 5 Wathen Road, WARWICK, CV34 5BA, GB

Email Address : jorge.a.probert@gmail.com

Model # : FWY996BCTN4.APBQPUK

Serial # : 310PNVZ78263

DOP : 26/02/2024

Retailer : CURRYS

[Customer Issues]

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer called regarding a recurring heater error code on their appliance, which was not resolved after a recent engineer visit.

  2. Customer Request: Customer seeks either another engineer visit to fix the issue or an alternative solution, expressing frustration over the repeated failures.

  3. Agent Solution: Agent informed the customer that they need to wait for the engineer's report, which will be available within two to three days. The agent explained that this report is necessary to determine the next steps for resolution.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution as they expressed dissatisfaction with the ongoing issue and indicated they would call back later.

  5. Customer Pain Point: Customer is frustrated with the repeated visits from engineers without a permanent fix, feeling that the situation is becoming ridiculous.

  6. Notable Comments: Customer mentioned that this was the second time an engineer had been sent out for the same issue, highlighting their growing impatience with the service.

[Request] DONE

Surname :

Mobile Number : 07718057295 / 07718057295

Email Address : gopimaroof@hotmail.com

Serial # : 43400345

[Customer Issues] MICROWAVE Clicking sound and wont open

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is experiencing issues with a microwave, specifically a clicking sound and the door not opening intermittently, which has been occurring more frequently.

  2. Customer Request: Customer seeks assistance in troubleshooting the microwave issue and possibly getting it repaired.

  3. Agent Solution: Agent attempted to gather information about the microwave, including the serial number and customer’s previous contact details. The agent suggested troubleshooting steps but was unable to verify the customer's account due to missing information in the system.

  4. Resolution Acceptance: No. The customer expressed frustration over the inability to resolve the issue during the call and decided to call back later.

  5. Customer Pain Point: Customer is frustrated by the lack of account registration despite spending considerable time on the previous call and feels that the service is not meeting expectations.

  6. Notable Comments: Customer mentioned having registered the microwave previously and expressed dissatisfaction with the service process, indicating a need for better account management.

[Request] DONE CUSTOMER WILL RING US BACK

CNU250818050388 RNU250818060072

Surname : JOBANPUTRA rogd

Mobile Number : 02036487713 / 07943627531 / 07804920279

Post Code : IG5 0BA

1st Line of Address : 52 Longwood Gardens, ILFORD, IG5 0BA, GB

Email Address : ushajob.3@gmail.com

Model # : F4C510GBTN1.AMBQWUK

Serial # : 411PWAWM3496

DOP : 30/11/2024

Retailer : CURRYS

[Customer Issues] WASHER CURRYS

Customer is using the washer once a week. Uni is properly balanced. No error codes. Unplugged and plug. Issue persists. No parking permit needed.

[Consultation contents] Telepresence: No Customer advised about Parking Permits: Yes Service Bulletin: N/A Warranty Status: In Warranty Fault: Stopped Mid-Cycle Troubleshooting: Customer is washing everyday cotton type of clothes. Customer is using the washer once a week. Uni is properly balanced. No error codes. Unplugged and plug. Issue persists. Additional notes: No parking permit needed.

Email: ushajob.3@gmail.com Primary Number: 07804920279 Secondary Number: 07943627531 Retailer: Curry's

[AI Summary]

  1. Contact Reason: The customer is calling regarding a malfunctioning LG washing machine purchased on November 30, 2024, which stops mid-cycle and does not complete washing tasks.

  2. Customer Request: The customer seeks assistance to resolve the issue, ideally through a service appointment to inspect and repair the washing machine.

  3. Agent Solution: The agent verified the product details and created an account for the customer. After troubleshooting steps, including checking for error codes and confirming the machine's power, the agent scheduled a service visit. The engineer will contact the customer within two business days to confirm the appointment.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and was informed about the next steps regarding the service appointment.

  5. Customer Pain Point: The customer expressed frustration over the washing machine's failure to operate properly, especially since it is a new unit. They highlighted the inconvenience caused by having to borrow another machine.

  6. Notable Comments: The customer mentioned that they purchased two machines and that the other unit is functioning well. They also indicated that they prefer communication via email for follow-ups and updates.

[Request] DONE BOOKING AND SMS

RNU250818060327

Surname : PODD

Mobile Number : 07986863460

Post Code : RM6 6UT

1st Line of Address : 14 Willow Road, ROMFORD, RM6 6UT, GB

Email Address : glenpodd@hotmail.com

Model # : F4C510GBTN1.AMBQWUK

Serial # : 502PWNFMH365

DOP : 08/03/2025

Retailer : CURRYS

[Customer Issues] WASHER Leakage Underneath and Not Spinning

Customer is washing normal clothes. Unit is properly leveled. Customer is washing just a normal loads. Checked the inlet and outlet pipes doesn't have any visible damage or tears. No error codes. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling about a faulty washing machine that has issues with leakage underneath and inconsistent spinning during cycles.

  2. Customer Request: Customer seeks a repair appointment for the washing machine to address the spinning and leakage issues.

  3. Agent Solution: Agent gathered necessary information, including serial number and purchase details. After confirming the issues, the agent scheduled a repair service and informed the customer that an engineer would contact them within two business days to confirm the appointment.

  4. Resolution Acceptance: Yes. The customer accepted the scheduled repair and provided their contact information for follow-up.

  5. Customer Pain Point: Customer expressed frustration over the washing machine's inconsistent performance, which disrupts their laundry routine and causes inconvenience.

  6. Notable Comments: Customer mentioned that the washing machine was purchased from Currys and noted that there are no error codes displayed on the unit.

[Request] DONE BOOKING AND SMS

Surname : DOSANJH

Mobile Number : 07715583311

Post Code : CR8 3HW

1st Line of Address : 4 Windycroft Close, PURLEY, CR8 3HW, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is seeking clarification on LG washing machine models, specifically looking for a 10 kg or larger model with Turbo Wash functionality, and is confused by product and part numbers on the website.

  2. Customer Request: Customer wants assistance in narrowing down options for washing machines and understanding the differences between various models and their features.

  3. Agent Solution: Agent provided information on the Turbo Wash feature and explained the differences between model numbers F4X7511 and F4X7011, including specifications and functionalities. The agent also guided the customer to a virtual showroom for further exploration of the products.

  4. Resolution Acceptance: Yes. The customer accepted the information provided and expressed satisfaction with the guidance on model comparisons and features.

  5. Customer Pain Point: Customer expressed frustration over the lack of clear information and videos online regarding washing machine features, making it difficult to make an informed decision.

  6. Notable Comments: Customer mentioned interest in trade-in offers and expressed a desire for more detailed product information, including videos and comparisons, to aid in their purchasing decision.

[Request] NO NEED TO DOCU JUST QUERY FOR WASHER IN WEBSITE

CNU250818052769

Surname : MANDY MCADAM

Mobile Number : 07838390606

Post Code : ML8 5GB

1st Line of Address : 23 St. Andrews Drive, CARLUKE, ML8 5GB, GB

Email Address : mandymcadam9@gmail.com

Model # : F4V909WTSE.ABWQPUK

Serial # :009PNYU50914

DOP : 04/12/2020

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is experiencing a problem with their washing machine, specifically a missing part in the dispenser drawer that causes water to leak.

  2. Customer Request: Customer is seeking to have the missing part covered under warranty or to obtain the part number for purchase.

  3. Agent Solution: Agent explained that the warranty does not cover missing or damaged parts, only manufacturing faults. The agent offered to coordinate with technical experts to provide the customer with the part number for the dispenser drawer so they can purchase it.

  4. Resolution Acceptance: Yes. The customer accepted the agent's offer to obtain the part number for the dispenser drawer.

  5. Customer Pain Point: Customer is frustrated that the missing part is not covered under warranty, especially since the washing machine is still within the warranty period.

  6. Notable Comments: Customer mentioned purchasing the washing machine in December 2020 and expressed confusion over why the missing part is not considered a manufacturing fault.

[AI Summary]

  1. Contact Reason: Customer is experiencing a problem with their washing machine, specifically a missing part in the dispenser drawer that causes water to leak.

  2. Customer Request: Customer is seeking to understand if the missing part can be covered under warranty or if they need to purchase it.

  3. Agent Solution: Agent explained that missing parts are not covered under warranty as it only covers manufacturing faults. The agent offered to provide the part number for the dispenser drawer so the customer can purchase it directly.

  4. Resolution Acceptance: Yes. The customer accepted the solution and requested the part number to proceed with the purchase.

  5. Customer Pain Point: Customer expressed frustration over the fact that the missing part is not covered by warranty, especially since the washing machine is still under warranty.

  6. Notable Comments: Customer mentioned that the washing machine was purchased in December 2020 and is still under warranty, highlighting their expectation for coverage of the issue.

[Request] DONE

CNU250818053072

Surname : AZAD

Mobile Number : 07771574950 / 07909700779

Post Code : B6 6EP

1st Line of Address : 33A Prestbury Road, BIRMINGHAM, WARWICKSHIRE, B6 6EP, GB

Email Address : ozzy_8800.yahoo.co.uk

Model # : F4X7511TSB.AESQPUK

Serial # : 407PNFS4T139

DOP : 16/08/2025

Retailer : SONIC MEGASTORE/ DIRECT

[Customer Issues] [MANUAL FIVE YEAR WARRANTY REGISTRATION] Type: WASHING MACHINE Retailer: SONIC DIRECT SERIAL Under 12 Months POP Date Under 90 Days The customer wishes to register for the 5 Year Warranty

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to register a five-year guarantee for their washing machine, which they purchased on August 16, 2025.

  2. Customer Request: Customer seeks assistance with the registration process for the guarantee and confirmation of the warranty details.

  3. Agent Solution: Agent collected necessary information including model number, purchase date, and customer details to create an account for the registration. The agent confirmed the standard two-year warranty and informed the customer that a confirmation would be sent after the call.

  4. Resolution Acceptance: Yes. The customer accepted the information provided and was satisfied with the registration process.

  5. Customer Pain Point: Customer expressed concern about ensuring the registration was completed accurately to avoid invalidating the warranty.

  6. Notable Comments: Customer mentioned purchasing the washing machine from Sonic Direct and emphasized the importance of having the registration details correct for warranty purposes. [AI Summary]

  7. Contact Reason: Customer called to register a five-year guarantee for their washing machine, purchased on August 16, 2025, from Sonic Direct.

  8. Customer Request: Customer seeks confirmation of the registration process and details about the warranty coverage, including installation charges.

  9. Agent Solution: Agent created an account for the customer and confirmed the registration of the washing machine. The agent explained that the standard two-year warranty would extend to five years upon registration, covering parts and labor. The agent also mentioned that installation services incur additional charges and suggested the customer could coordinate with Sonic Direct for installation.

  10. Resolution Acceptance: Yes. The customer accepted the registration process and was satisfied with the warranty details provided.

  11. Customer Pain Point: Customer expressed frustration about needing assistance with leveling the washing machine and the inconvenience of finding local service options for installation adjustments.

  12. Notable Comments: Customer mentioned that Sonic Direct is two hours away and indicated they would seek local help for installation adjustments instead. The customer requested confirmation of the registration via SMS and email.

[Request] DONE SMS

Surname :

Mobile Number : 07360098820

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDGE 8000567414

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to inquire about the installation of a refrigerator and is unsure about the order details and installation process.

  2. Customer Request: Customer seeks assistance in booking an installation appointment for the refrigerator.

  3. Agent Solution: Agent confirmed the order number provided by the customer and informed them that they would need to transfer the call to the LG shop department for scheduling the installation, as the agent does not have visibility to book the installation directly.

  4. Resolution Acceptance: Yes. The customer agreed to be transferred to the LG shop department for further assistance with the installation scheduling.

  5. Customer Pain Point: Customer expressed confusion regarding the installation process and difficulty in locating order details, indicating a lack of clarity in communication about the purchase.

  6. Notable Comments: Customer was actively searching for the order number and mentioned needing help with the installation, highlighting the importance of timely service for their new appliance.

[Request] NO NEED TO DOCU

CNU250818053534

Surname : DIETHARDT

Mobile Number : 07876620253

Post Code : SW1V 4ND

1st Line of Address : 4A Winchester Street, LONDON, SW1V 4ND, GB

Email Address : victoriadiethardt@gmail.com

Model # : F1496AD5.ALSQEUK

Serial # : 412PNNA2V895

DOP :

Retailer :

[Customer Issues]

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to book a repair for a washing machine that is believed to be five years old, but the agent indicates it is actually eight years old based on the production date.

  2. Customer Request: Customer seeks to schedule a repair appointment for the washing machine, expressing frustration over being unable to do so directly with the agent.

  3. Agent Solution: Agent explains that repairs can only be booked for units under six years old and offers to provide the customer with the contact information for an authorized service center, as the unit is beyond the repair eligibility. The agent suggests a specific service center for the customer to contact.

  4. Resolution Acceptance: Yes. The customer accepted the agent's suggestion to contact the authorized service center directly for repair.

  5. Customer Pain Point: Customer is frustrated by the inability to book a repair through the agent and the long wait times when trying to reach supervisors. The customer believes the washing machine is younger than indicated.

  6. Notable Comments: Customer mentioned previous interactions with the company and expressed a desire for an exception to be made for the repair eligibility due to their belief about the machine's age.

[Request] DONE

CNU250818053147

Surname : FRANKUM MR.

Mobile Number : 07596495214

Post Code : OX11 0EP

1st Line of Address : 11 Jennings Lane, Harwell DIDCOT, OX11 0EP, GB

Email Address : stephy071972@aol.com

Model # : F4A510GBLN1.AMBQWUK

Serial # : 411PWUPMT070

DOP : 17/01/2025

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] WASHER OE Error

Customer tried to remove the filter however it wont budge.
TECH TAG - 18/08 [JM]

If the customer is unable to open the pump filter, it may be due to a foreign object being stuck inside or the filter being filled with lint or residues. Please note that this issue is considered a maintenance matter and is not covered under the manufacturer's warranty. Fault: OE Error and Stopped mid-cycle

Customer was advised to perform empty cycle and record a video of the issue. However, customer cannot capture the fault because when she is going to check for it, the cycle is already done. Also, customer cannot open the pump filter to check for residues. Already done with the troubleshooting steps.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is experiencing an OE error code on their washing machine, indicating a potential blockage or drainage issue. They have attempted to remove the filter but have been unsuccessful.

  2. Customer Request: Customer seeks to have an engineer dispatched to resolve the OE error and assist with the stuck filter.

  3. Agent Solution: The agent explained that the issue may be due to a maintenance matter not covered under warranty. They advised that the filter must be removed as a basic troubleshooting step before an engineer can be sent. The agent offered to schedule a repair for a fee of £175, subject to approval for a potential refund if the issue is deemed a manufacturing fault.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution due to concerns about the high cost and the nature of the issue being a stuck filter.

  5. Customer Pain Point: Customer expressed frustration over the inability to remove the filter and the potential high cost of repair, feeling it was unreasonable to pay upfront for a service that may not resolve the issue.

  6. Notable Comments: Customer indicated they were hesitant to proceed with the chargeable repair and requested further clarification on the process and potential outcomes before making a decision.

[Request] DONE

CNU250818054145 RNU250818062252

Surname : KUGAN

Mobile Number : 07534763163

Post Code : CR7 7ET

1st Line of Address :

Email Address : subo2003@gmail.com

Model # : F4C510GBTN1

Serial # : 312PNTF7L56G

DOP : 25/04/2024

Retailer : CURRYS

[Customer Issues] WASHER Leaking from the underneath

Customer described the leakage as flooding. Checked the inlet and outlet pipes doesn't have any visible damage or tear. Cleaned the filter. No error codes. Unit is properly leveled. Checked the drain hose is not blocked or have any visible damage. Issue persists. No parking permit needed. Customer is willing to pay for the parking before 9am and after 4:30pm the parking is free

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling regarding a washing machine that is flooding from the bottom, seeking troubleshooting assistance and potential repair under warranty.

  2. Customer Request: Customer requests help with troubleshooting the flooding issue and wants to schedule a repair if the troubleshooting does not resolve the problem.

  3. Agent Solution: Agent verified the customer's details and attempted to locate the account using the serial number, which was found to be incorrect. The agent created a new account for the customer and requested a photo of the serial number for further assistance. The agent assured the customer that they would help troubleshoot the issue.

  4. Resolution Acceptance: Yes. The customer accepted the agent's offer to assist with troubleshooting and agreed to send a photo of the serial number.

  5. Customer Pain Point: Customer expressed frustration over the washing machine's flooding issue and dissatisfaction with the warranty process, feeling upset that they had to contact the manufacturer despite having a care plan.

  6. Notable Comments: Customer mentioned they purchased the washing machine from Currys and have been paying for a care plan, which they feel is not providing adequate support for warranty issues.

[Request] DONE BOOKING AND SMS