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03/07 CALLS

Surname : KOWACZ

Mobile Number : 07958509100

Post Code : WR14 2LE

1st Line of Address : 58 Russell Drive, MALVERN, WR14 2LE, GB

Email Address : mariolka.kiss@gmail.com

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] ISSUE WITH INSTALLATION

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling regarding incomplete installation services for a product they purchased online from LG, and they are confused about an email received concerning a refund for the installation.

  2. Customer Request: Customer seeks clarification on the refund email and resolution for the unfinished installation job.

  3. Agent Solution: Agent confirmed the customer's details and checked the account. The agent coordinated with the LG shop department regarding the installation issue and indicated that a transfer to the shop department would be necessary for further assistance.

  4. Resolution Acceptance: No. The customer did not accept a resolution as the agent needed to transfer them to another department for more information.

  5. Customer Pain Point: Customer expressed frustration over the incomplete installation and confusion regarding the refund email, indicating a lack of clear communication.

  6. Notable Comments: Customer mentioned previous contact regarding the installation issue and emphasized the need for prompt resolution due to the ongoing inconvenience.

[Request] DONE TRANSFERRED TO LG SHOP

CNU250703627135

Surname : HARWOOD

Mobile Number : 07754388145 / 07765038431

Post Code : TR1 2JZ TR1 2EN

1st Line of Address : 29 Treworder Road, TRURO, TR1 2JZ, GB

Email Address : booboo@mikeharwood.co.uk

Model # : F4V710STSE.APTQWUK

Serial # : 210PWCMMN931

DOP : 08/04/2023

Retailer : HBH WOOLACOTTS

[Customer Issues] WASHER COSMETIC DAMAGE ON THE PANEL AND IN THE SIDES AT THE TOP PART TODAY 08/04/2023

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling regarding cosmetic damage to the front panel of their LG washing machine after moving it to a new location. The machine was not dropped, but there is visible damage.

  2. Customer Request: Customer seeks guidance on how to address the cosmetic damage under warranty, as the retailer directed them to contact LG for assistance.

  3. Agent Solution: Agent verified the warranty status and requested the customer to provide photos of the damaged area for further assessment. The agent also updated the customer's account information, including the new address and email preferences for communication.

  4. Resolution Acceptance: Yes. The customer agreed to provide photos of the damage as requested by the agent.

  5. Customer Pain Point: Customer expressed frustration about the damage occurring during the move, despite taking care not to drop the machine. They are concerned about the warranty process and how it will be handled.

  6. Notable Comments: Customer mentioned that they have multiple LG appliances and that the warranty was registered online. They also noted their preference for email communication due to spam calls.

[Request] ONCE PHOTO IS RECEIVE WILL COORDINATE TO TECHS

CNU250703627531

Surname : WALVIN

Mobile Number : 07921144043

Post Code : NG19 8TT

1st Line of Address : 67 Pavilion Gardens, MANSFIELD, NG19 8TT, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER DRYER NOT SWITCHING ON AT ALL BEEPING AND TAKE A LONG TIME TO SWITCH OFF 3 WEEKS OR 4 WEKS AGO 2021

Unit is plugged in directly to the wall outlet. Checked the activation power fuse. Control panel doesn't have any visible damage. Issue persists.

[Consultation contents] Note: Customer will ring us back for us to get the product information and email for her account. once customer ring us back please assist. Thank you.

[AI Summary]

  1. Contact Reason: Customer is calling about a washing machine that is not switching on and has been malfunctioning for about three to four weeks, with symptoms including beeping and flashing lights during operation.

  2. Customer Request: Customer seeks assistance for troubleshooting the issue and requests a repair appointment if the problem persists.

  3. Agent Solution: Agent attempted to troubleshoot by asking if the machine was plugged in and suggested checking the main power fuse. The customer indicated that the machine is plugged in but has not tried checking the fuse. The agent noted the need for the model and serial number for further assistance and offered to create an account for the customer.

  4. Resolution Acceptance: No. The customer did not accept a solution as they were unable to provide the necessary information at that moment and requested a callback.

  5. Customer Pain Point: Customer expressed frustration over the washing machine's failure to operate properly, especially since it has been out of service for weeks, causing inconvenience.

  6. Notable Comments: Customer mentioned they are currently in their car and unable to access the washing machine for model and serial number details. They requested a follow-up call to provide the information later.

[Request] DONE CUSTOMER WILL RING US BACK

Surname :

Mobile Number : 0872345843

Post Code :

1st Line of Address :

Email Address :

Model # : F4X7009TSB.AESQPUK

Serial # : 503PNCYK5651

DOP :

Retailer :

[Customer Issues] WASHER 3 YRS AGO E1 / 2 months ago

Customer emptied the washer manually. No leakage. No noise. No vibration.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is experiencing an issue with an LG washing machine that does not empty water and shows an error code E1. The problem has persisted for two months, and the customer has not used the machine during this time.

  2. Customer Request: Customer requests to arrange for an engineer to inspect the washing machine due to the ongoing issue.

  3. Agent Solution: The agent asked clarifying questions about the error code and any additional symptoms, such as noise or vibration. The agent advised the customer to check for the error code again and take a photo of it for reference when contacting support again. The agent confirmed the need for an engineer visit but did not schedule it during this call.

  4. Resolution Acceptance: No. The customer did not accept a proposed solution as the engineer visit was not scheduled, and the customer needed to verify the error code first.

  5. Customer Pain Point: Customer is frustrated by the inability to use the washing machine for two months and the inconvenience of relying on a sister's machine.

  6. Notable Comments: Customer mentioned that they would check the error code again and call back with the information. The customer expressed a desire for a prompt resolution to the issue.

[Request] DONE NO NEED TO DOCU CUSTOMER WILL RING US BACK TOMORROW

Surname :

Mobile Number : 01243958540

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] CURRYS STEAM FUNCTION WANT TO ACCESS IT

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is calling to inquire about how to access the steam function on their newly purchased LG washing machine, which they are unable to operate.

  2. Customer Request: Customer seeks guidance on how to properly use the steam function of the washing machine.

  3. Agent Solution: Agent confirmed the customer's request and attempted to assist by providing information. However, the customer indicated they had previously contacted LG support without resolution. The agent offered to provide the customer with a care number for further assistance.

  4. Resolution Acceptance: No. The customer did not accept the proposed solution as they expressed frustration with previous attempts to resolve the issue and decided to seek help from another source.

  5. Customer Pain Point: Customer is frustrated due to the inability to use the steam function on a new washing machine and dissatisfaction with prior support interactions.

  6. Notable Comments: Customer mentioned they had already contacted LG support previously without success and expressed a desire to try reaching out to another representative for assistance.

[Request] DONE NO NEED TO DOCU CUSTOMER WILL RING THE CURRYS

Surname : WALVIN

Mobile Number : 07921144043

Post Code : NG19 8TT

1st Line of Address : 67 Pavilion Gardens, MANSFIELD, NG19 8TT, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] MRS WALVIN CNU250703627531

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is calling regarding a malfunctioning washing machine that stops working during the wash cycle, regardless of the selected wash setting.

  2. Customer Request: Customer seeks to schedule a service appointment for a technician to inspect the washing machine and requests a case reference number.

  3. Agent Solution: Agent verified the customer's case number and address details. The agent confirmed the issue with the washing machine and proceeded to schedule a service appointment for the next available date, ensuring the customer received the case reference number for tracking.

  4. Resolution Acceptance: Yes. The customer accepted the scheduled service appointment and confirmed the details provided by the agent.

  5. Customer Pain Point: Customer expressed frustration with the washing machine's inability to complete cycles, causing inconvenience and disruption to their laundry routine.

  6. Notable Comments: Customer provided specific address details for service and emphasized the urgency of the repair due to reliance on the washing machine for daily laundry needs.

[Request] DONE

Surname : LEWIS

Mobile Number : 07791967474

Post Code : AL1 1RN

1st Line of Address : 77 Sopwell Lane, ST. ALBANS, AL1 1RN, GB

Email Address : jimlewis10@hotmail.co.uk

Model # : FH4U2TDN2L.ALSQWUK

Serial # :709PWKXL5133

DOP :

Retailer :

[Customer Issues] WASHER OE today

Checked and cleaned the pump filter. Checked the pipes all okay. Drain hose is not kinked or restricted. Unplugged and plug in. Issue persists.

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is experiencing an OE fault code on their washing machine, indicating a drainage issue, and has already checked the filter and connections without finding any problems.

  2. Customer Request: Customer seeks assistance in diagnosing the fault and is considering a repair if necessary, but prefers to troubleshoot the issue themselves first.

  3. Agent Solution: Agent provided several troubleshooting steps, including unplugging the machine, checking the pump filter, ensuring pipes are not blocked, and verifying the drain hose is not kinked. The agent also explained that the OE error typically indicates a draining issue rather than a control board problem.

  4. Resolution Acceptance: No. The customer opted not to proceed with a repair at this time, as they wish to continue diagnosing the issue independently.

  5. Customer Pain Point: Customer expressed frustration over the washing machine's malfunction and the complexity of diagnosing the issue, particularly regarding the potential need for a costly repair.

  6. Notable Comments: Customer mentioned they have plumbing experience and have already performed several checks on the machine. They also inquired about testing the drain pump electrically, indicating a desire for a more hands-on approach to troubleshooting.

[Request] DONE NO NEED TO DOCU DIDN'T GET THE INFOS

CNU250703627107

Surname : SQUIRRELL

Mobile Number : 07548377314

Post Code : IP9 1RS

1st Line of Address : 7 Lloyd Road, IPSWICH, IP9 1RS, GB

Email Address : linda.itsc59@gmail.com

Model # : F4V310SNE.ASSQPUK

Serial # :

DOP : 10/12/2021

Retailer : CURRYS

[Customer Issues] WASHER TE

[Consultation contents] AI Summary Recommendations

  1. Contact Reason: Customer is experiencing a thermistor error (error code TE) on their LG washing machine, which they purchased on December 10, 2021.

  2. Customer Request: Customer seeks assistance in resolving the error and wants to know the next steps for repair, including sending a photo of the error code and serial number.

  3. Agent Solution: Agent explained the error code and requested the customer to send a photo of the error and the washing machine's serial number via SMS. The agent assured the customer that they would follow up the next morning after receiving the information.

  4. Resolution Acceptance: Yes. The customer agreed to send the required information and confirmed that the agent would call back the following morning.

  5. Customer Pain Point: Customer expressed frustration about not being able to provide the serial number immediately as they were not at home, which delayed the repair process.

  6. Notable Comments: Customer mentioned purchasing the washing machine from Currys in Ipswich and indicated they would send the required information as soon as they returned home.

[Request] ONCE RECEIVE THE PHOTO WILL RING THE CUSTOMER TOMORROW MORNING FOR BOOKING THE UNIT

CNU250703628235

Surname : KOSHY

Mobile Number : 0899653741

Post Code : K78 AX86

1st Line of Address : 1 LIFFEY GROVE LIFFEY VALLEY PARK LUCAN CO. DUBLIN K78 AX86

Email Address : georgemammenkoshy@gmail.com

Model # : FWY706GBTN1.AMBQPUK

Serial # : 402PNRT62606

DOP : 10/06/2024

Retailer : CURRYS

[Customer Issues] JOSH WASHER U5 1 WEEK AGO

No parking permit needed.

[Consultation contents] [AI Summary]

  1. Contact Reason: Customer is experiencing a U5 error with their LG washing machine during the dry mode, indicating a potential issue with the vibration sensor. The problem started about a week ago.

  2. Customer Request: Customer seeks to book a repair appointment for the washing machine, which is still under warranty.

  3. Agent Solution: Agent verified the customer's details and created an account for them. After confirming the model and serial number, the agent coordinated the repair service and assured the customer that a booking confirmation would be sent later.

  4. Resolution Acceptance: Yes. The customer accepted the proposed solution and expressed gratitude for the assistance.

  5. Customer Pain Point: Customer is frustrated with the washing machine malfunction, which disrupts their laundry routine, especially since the unit is still under warranty.

  6. Notable Comments: Customer mentioned that this was their first time calling LG customer service and provided detailed information about the purchase date and location of the washing machine.

[Request] REQUESTED TO SEND A PHOTO OF THE U5 ERROR