02/09 CALLS

CNU250901176368

Surname : GUEST

Mobile Number : 07557815743

Post Code : AL5 1LP

1st Line of Address : 58 Piggottshill Lane, HARPENDEN, HERTFORDSHIRE, AL5 1LP, GB

Email Address : mary.guest@suntory.com

Model # : GSXV91BSAE.ABSQLGU

Serial # : 208TRAR35824

DOP : 07/11/2022

Retailer :

[Customer Issues] FRIDGE

[Consultation contents] 02/09 - Customer rang us to get an update about their fridge. Since customer is not getting an update coming from us.

[Customer Issues] please assist the customer for BER since it's already approved. [Consultation contents]

[AI Summary]

[Contact Reason]

• Inquiry about missing emails regarding proof of purchase for a refrigerator issue. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Check Email Status: Agent confirmed the case is being handled by the resolutions team and needed to document the inquiry.

[Final Resolution]

• Documentation of the inquiry for the resolutions team. Awaiting further communication regarding the email issue. [Service Notes]
• N/A [Executive Summary] The customer contacted LG customer service regarding missing emails related to proof of purchase for a refrigerator issue. The agent confirmed that the case is being handled by the resolutions team and began documenting the inquiry. The customer is awaiting further communication to resolve the email issue. No technical troubleshooting was performed during the call.

[AI Summary]

[Contact Reason]

• Customer inquiring about missing emails regarding proof of purchase for a fridge issue. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Check Email Status: Agent confirmed the case is handled by the resolutions team and documented the customer's details.

2. Verify Email Address: Agent verified the customer's email address for accuracy.

3. Coordinate with Resolutions Team: Agent coordinated with the resolutions team to ensure the email is sent to the customer.

4. Inform Customer: Agent informed the customer that they would receive an email within three to five working days and advised checking junk/spam folders.

[Final Resolution]

• Email request sent to resolutions team. Customer advised to check junk/spam folders. Awaiting proof of purchase for further processing. [Service Notes]
• Customer has been waiting nearly a month for resolution regarding the fridge issue. [Executive Summary] The customer contacted support regarding missing emails related to proof of purchase for a fridge issue. The agent verified the customer's email address and coordinated with the resolutions team to ensure the email is sent. The customer was informed they would receive the email within three to five working days and advised to check their junk or spam folders. The customer expressed frustration over the delay, having already waited nearly a month for resolution.

[Request] DONE RESO WILL SEND AN EMAIL TO THE CUSTOMER

CNU250830162346 CNU250902183986 - MY CASE

Surname : VASHISTA

Mobile Number : 07443464136 / 07718882947

Post Code : SW18 5PR

1st Line of Address : 68 Combemartin Road, LONDON, SW18 5PR, GB

Email Address : manojvashista@yahoo.com

Model # : F2T208SSE.ADSQMUK

Serial # : 306VOKJ05141

DOP : 17/10/2023

Retailer : RELIANT TV (ST. ANNES) LIMITED

[Customer Issues] WASHER

[Consultation contents] PL sent to uk.svcadmin@lge.com

Contact DateTime: 2025-08-30 15:24 Contact Type: Calls VOC Selected: Social Issues (PL), Leaks, Underneath Product Type: Home Appliances Model: F2T208WSE Purchase Date: 2023-10-17 Description: Ms. Vashista called today, August 30, 2025, at 323 p.m. regarding their washing machine, which trips the electricity in their laundry room when attempting to start a cycle. We performed troubleshooting steps remotely using telepresence, as the customer is unable to open the washing machine door, with clothes still inside the drum.

The customer expressed the urgent need to open the door because the clothes inside are expensive. The agent consulted with the technical team and advised that the door can only be opened after manually draining the water from inside the drum.

The washing machine is located in the laundry room and is fitted properly. The agent advised Ms. Vashista and her wife to use a container to catch the water when draining it. However, the unit does not have a drain hose—only a pump filter. Inside the pump filter area, there was a white powder, and the customer mentioned it smelled burnt.

When attempting to drain the water, they placed some clothes under the pump filter to prevent flooding and carefully opened it. Unfortunately, Ms. Vashista fully opened the pump filter, which caused water to flood the laundry room. They managed to close it back again afterward.

When asked if there was any damage to the wooden floor, the customer was unsure at this time and want an engineer to come out and fix already. The customer expressed urgency to get this sorted. History: N/A Troubleshooting: Reset the machine. Reduce the load inside the drum. Checked the plug for any damages. Checked the drain hose for any kinks or clog. Customer Request: Inspection Agent Actions: Raised this to LG specialist for further assistance. Next Step: Inspection need to be carried out. Customer Reaction: Disappointed [AI Summary]

[Contact Reason]

• Customer following up on the status of a washing machine repair under warranty. No response received after initial contact. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Check Case Status: Agent verified the customer's case and confirmed it is being handled by the repair department.

2. Coordinate with Repair Department: Agent coordinated the issue with the repair department and confirmed that an engineering visit has been booked.

3. Inform Customer of Next Steps: Agent informed the customer that the engineer will contact them directly within two business days to provide the exact date of the visit.

4. Provide Case Reference Number: Agent provided the customer with the case reference number for tracking purposes.

5. Verify Contact Information: Agent confirmed the customer's email and mobile numbers for the engineer's contact.

[Final Resolution]

• Engineer will contact the customer within two business days to schedule a visit. Customer advised to check their phone for updates. [Service Notes]
• N/A [Executive Summary] The customer contacted support to follow up on a washing machine repair under warranty, expressing concern over a lack of communication. The agent confirmed the case is being handled and that an engineering visit is scheduled. The engineer will reach out within two business days to finalize the appointment. The agent provided the case reference number and verified the customer's contact information. The customer was advised to monitor their phone for updates.

[Request] DONE TAGGED TO WG TEMP

Surname :

Mobile Number : 07468438747

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] OE

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing drainage issue with washing machine. OE error code flashing on the screen. [Product Symptom]

• Symptom: Washing machine not draining; water accumulating at the bottom. OE error code displayed.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Customer attempted to drain manually but faced issues with water leaking from the cap instead of the hose.
• History: Not Specified. [Agent Solutions]

1. Confirm Error Code: Agent confirmed the OE error code indicates a drainage issue.

2. Manual Drain Instructions: Agent instructed customer to manually drain the machine using the filter and small hose, advising to use a bucket to catch water.

3. Filter Check: Agent suggested checking the filter for foreign objects after draining.

4. Empty Cycle: Agent recommended running an empty cycle after cleaning the filter.

5. Video Request: Agent requested a short video of the drainage issue for further assessment.

6. WhatsApp Number Provided: Agent provided WhatsApp number for the customer to send the video.

[Final Resolution]

• Customer to send a video of the drainage issue via WhatsApp. Follow-up needed based on video assessment. [Service Notes]
• N/A. [Executive Summary] Customer reported a drainage issue with the washing machine, indicated by an OE error code. The agent provided troubleshooting steps, including manual draining and checking the filter. A request for a video demonstration of the issue was made to further assess the problem. The customer was given a WhatsApp number to send the video for follow-up.

[Request] DONE PROVIDE WHATSAPP NUMBER AND TASK

CNU250902184479

Surname : SUNTOKEE

Mobile Number : 07956800693

Post Code : CR4 2HN

1st Line of Address : 34 Elmhurst Avenue, MITCHAM, CR4 2HN, GB

Email Address : ssuntokee@yahoo.com

Model # : GSLC40PYPE.APYQLGU

Serial # : 412TRARD4632

DOP : 17/04/2025

Retailer : CURRYS

[Customer Issues] FRIDGE PLUMMENED IN

Water in Fridge is Not Cold and Not Dispensing Ice

Water is fully opened. Ice is being made however not dispensing. Doors is still closing properly.

Customer s elderly

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports a fault with fridge and freezer under warranty. No follow-up call from engineer as expected. [Product Symptom]

• Symptom: Fridge water not cold, ice sometimes frozen, water dispenser issues.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased on August 17, 2023, from a retailer. [Agent Solutions]

1. Account Verification: Collected customer surname and postcode for account check.

2. Serial Number Confirmation: Obtained serial number of the fridge for documentation.

3. Issue Clarification: Asked customer to describe the problem with the fridge.

4. Previous Interaction Inquiry: Inquired about advice given by the last representative.

5. Plumbing Check: Confirmed if the fridge is plumbed in or using a water tank.

6. Water Source Verification: Checked if the water supply is fully open for the machine.

7. Documentation Preparation: Noted all gathered information for engineer's reference.

[Final Resolution]

• Engineer visit to be scheduled. Customer provided with a reference number for follow-up. [Service Notes]
• Customer expressed frustration over lack of communication and follow-up from previous representatives. [Executive Summary] The customer contacted support regarding a fault with their fridge and freezer, specifically issues with water temperature and ice formation. The agent verified the customer's account details and documented the symptoms reported. The agent confirmed the fridge is plumbed in and ensured the water supply is open. An engineer visit will be scheduled, and a reference number will be provided to the customer for tracking. The customer expressed concerns about previous communication lapses.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer reports a fault with fridge and freezer under warranty. No follow-up call received regarding engineer visit. [Product Symptom]

• Symptom: Fridge water not cold, ice forming in the dispenser, water getting stuck.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased on August 17, 2023, from a retailer. [Agent Solutions]

1. Account Verification: Collected customer surname and postcode for account access.

2. Serial Number Confirmation: Obtained serial number of the fridge for documentation.

3. Issue Clarification: Asked customer to describe the problem with the fridge.

4. Plumbing Inquiry: Confirmed if the fridge is plumbed in or using a water tank.

5. Water Source Check: Verified if the water supply is fully open.

6. Documentation: Noted all information for engineer's reference.

7. Reference Number Provided: Issued a reference number for tracking the service request.

8. Repair Scheduling: Informed customer that an engineer will call within two business days.

[Final Resolution]

• Engineer visit scheduled. Customer to receive SMS with reference number. Awaiting follow-up call from engineer. [Service Notes]
• Customer's fridge is plumbed in. No parking permit needed for service visit. [Executive Summary] The customer contacted support regarding a fault with their fridge and freezer, reporting that the water is not cold and ice is forming in the dispenser. The agent verified the customer's account details and documented the issue. A reference number was provided, and the customer was informed that an engineer would call within two business days to schedule a visit. The service request was documented for the engineer's reference, ensuring all necessary information was captured for effective troubleshooting.

[Request] DONE TAGGED TO WG DONE TASK

Surname :

Mobile Number : 07970103624

Post Code :

1st Line of Address :

Email Address :

Model # : GWL207FLQA.APLQLGU

Serial # : 104WRVZ00031

DOP :

Retailer :

[Customer Issues] FRIDGE DOOR IS RUSTING

[Consultation contents]

[Request] DONE PROVIDED ASC NUMBER SO THEY CAN COORDINATE THE DOOR RUST ON THE FRIDGE DONE TASK

CNU250902185638

Surname : JOHNSON

Mobile Number : 07831466583

Post Code : B43 7AA

1st Line of Address : 5 Lochranza Croft, BIRMINGHAM, STAFFORDSHIRE, B43 7AA, GB

Email Address : h_johnson4@sky.com

Model # : F4C510WBTN1

Serial # : 502PWDEMJ378

DOP : 19/08/2025

Retailer : CURRYS

[Customer Issues] [AI Summary]

[Contact Reason]

• Customer experiencing difficulties registering a product online. Requesting assistance to obtain a confirmation code for warranty registration. [Product Symptom]
• Symptom: Unable to register the washing machine online due to system issues and complexity. - Timeline/Duration: Attempted registration for over a week. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Purchased on August 19, 2025; machine is five years old. [Agent Solutions]

1. Account Creation: Assisted customer in creating an account for product registration.

2. Information Gathering: Collected customer details including surname, mobile number, postcode, address, and email for account setup.

3. Serial Number Verification: Guided customer to locate and verify the washing machine's serial number.

4. Manual Registration: Registered the washing machine for a five-year warranty in the system.

5. Confirmation Details: Informed customer they would receive a warranty certificate via email within 10 to 14 weeks.

6. Case Number Provided: Supplied customer with a case number for reference via SMS.

[Final Resolution]

• Product registered for warranty. Customer to receive confirmation via SMS and email within 10 to 14 weeks. Case number provided for future reference. [Service Notes]
• Customer expressed difficulty with technology and online registration process. Noted need for clearer support for users with learning disabilities. [Executive Summary] The customer contacted support regarding issues with registering their washing machine online, expressing frustration over the complexity of the process. The agent assisted by creating an account, gathering necessary information, and verifying the product's serial number. The washing machine was successfully registered for a five-year warranty, and the customer was informed they would receive a confirmation certificate via SMS and email within 10 to 14 weeks. A case number was provided for future reference. The customer highlighted challenges faced due to a lack of support for those less familiar with technology.

[AI Summary]

[Contact Reason]

• Customer attempting to register a product for over a week. Frustration with online registration process. [Product Symptom]
• Symptom: Difficulty registering the washing machine online. - Timeline/Duration: Attempted registration for over a week. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Purchased on 19 August, machine is five years old. [Agent Solutions]

1. Account Verification: Verified the product model number provided by the customer.

2. Account Creation Assistance: Offered to create an account for the customer to facilitate registration.

3. Information Gathering: Collected customer’s surname, mobile number, postcode, address, and email address for account creation.

4. Consent Questions: Asked for consent to contact via email and for satisfaction surveys, both answered affirmatively.

5. Serial Number Guidance: Instructed the customer on how to locate the serial number on the washing machine.

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

[Final Resolution]

• Agent to manually register the unit. No troubleshooting steps taken beyond account creation assistance. [Service Notes]
• N/A. [Executive Summary] The customer contacted support to register a washing machine, expressing frustration with the online process. The agent verified the product model and assisted in creating an account by collecting necessary personal information. The agent also guided the customer in locating and verifying the serial number. The unit registration will be completed manually by the agent. No further troubleshooting was required.

[Consultation contents]

[Request] DONE REGISTERING AND ADD TO TASK

CNU250902186319 = MS.

Surname : SHERBURN

Mobile Number : 07887243431

Post Code : DN37 0RX

1st Line of Address : The Old Rectory, East Ravendale, Grimsby, DN37 0RX

Email Address : rhosherbs@yahoo.co.uk

Model # : F4A510GBLN1.AMBQPUK

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER OE last week

Cleaned the filter. Customer did 30 min quick wash however it glitch to 54 minutes. Customer is washing cotton fabrics. Unit is properly leveled. Drain hose doesn't have any visible damage or tears. No leakage. Control panel doesn't have any visible damage.

No parking permit

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing error code OE on washing machine. Reports issues with wash cycle duration increasing unexpectedly. [Product Symptom]

• Symptom: Error code OE occurring multiple times during washes. Duration of a quick wash cycle unexpectedly increased from 30 minutes to 54 minutes.
• Timeline/Duration: Occurred last week, happened three to four times.
• Environment: Not Specified.
• Self-troubleshooting: Customer removed and checked the filter; found it clear.
• History: Not Specified. [Agent Solutions]

1. Verify Settings: Confirmed customer was using the 30-minute quick wash setting.

2. Suggested Test: Instructed customer to run an empty wash cycle on Speed 14 for 14 minutes without clothes.

3. Gathered Information: Collected customer details for account creation and verification.

4. Requested Serial Number: Informed customer that the serial number is needed for further assistance.

5. Documented Condition: Asked about the washing machine's leveling, drain hose condition, and any leaks; confirmed no issues.

6. Confirmed No Damage: Verified that the control panel had no visible damage or water exposure.

7. Discussed Next Steps: Informed customer to take a photo of the OE error code after the wash cycle and send it via SMS link.

[Final Resolution]

• Agent to send SMS link for customer to provide proof of purchase and serial number. Customer to run empty wash cycle and report back if error persists. [Service Notes]
• Customer's washing machine is not rocking and has no damage to the drain hose. No parking permit required for service visit. [Executive Summary] The customer reported an OE error code on their washing machine, with the wash cycle duration unexpectedly increasing. The agent confirmed the settings and instructed the customer to run an empty wash cycle. Customer details were collected for account creation, and the agent verified that the machine was leveled and undamaged. The agent will send an SMS link for the customer to provide the serial number and proof of purchase. The next steps involve monitoring the machine after the empty cycle.

[Request] WIL WAIT FOR THE PHOTO OF POP AND SN TO BOOK DONE TASK

Surname :

Mobile Number : 07737769878

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # : 910PNXL44322

DOP :

Retailer :

[Customer Issues] WASHER LEAKING
LEAKING FROM THE DOOR

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports leaking washing machine and a cut-off robot in front of the door. Requests service to check the issues. [Product Symptom]

• Symptom: Washing machine leaking from multiple areas; robot component cut off.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased in February 2020; 10-year warranty mentioned. [Agent Solutions]

1. Verify Purchase Date: Confirmed purchase date as February 2020.

2. Request Serial Number: Customer provided serial number for verification.

3. Explain Warranty Policy: Informed customer that warranty is not transferable since they are not the original owner.

4. Suggest Authorization: Advised customer to have the original owner contact for authorization to access the account.

[Final Resolution]

• Customer advised to have the original owner authorize access for service. No immediate troubleshooting steps taken due to warranty transfer policy. [Service Notes]
• N/A [Executive Summary] Customer contacted regarding a leaking washing machine and a cut-off robot component. The agent verified the purchase date and serial number but informed the customer that the warranty is not transferable since they are not the original owner. The customer was advised to have the original owner contact customer service for authorization to proceed with service. No troubleshooting steps were taken due to the warranty policy.

[Request] DONE ADVISED CUSTOMER TO LET THE OWNER RING US TO GET AN AUTHORAZATION DONE TASK

CNU250902186857

Surname : WHITE

Mobile Number : 07724207840

Post Code : S2 2EG

1st Line of Address : 50 Errington Road, SHEFFIELD, S2 2EG, GB

Email Address : chelsea250796@gmail.com

Model # : F4C510GBTN1.AMBQPUK

Serial # : 404PNQE09732

DOP : 24/12/2024

Retailer : CURRYS

[Customer Issues]

[Consultation contents] [AI Summary]

[Contact Reason]

• Inquiry about repair appointment status. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Appointment: Checked the reference number and confirmed the repair appointment date.

2. Confirm Engineer Visit: Informed the customer that the engineer is scheduled to visit on the third of September.

3. Clarify Communication: Explained that the engineer will contact the customer when they are nearby.

[Final Resolution]

• Confirmed repair appointment for the third of September. Engineer will contact the customer prior to arrival. [Service Notes]
• N/A [Executive Summary] The customer contacted support to inquire about the status of a repair appointment. The agent verified the reference number and confirmed that the engineer is scheduled to visit on the third of September. The agent clarified that the engineer would reach out to the customer before arriving. The appointment details were confirmed, and the customer was informed accordingly.

[Request] DONE AND TASK

CNU250902187157

Surname : DAVID

Mobile Number : 07964235610

Post Code : SE4 1XF

1st Line of Address : First Floor Flat 3 287Lewisham Way

Email Address : kevindavid369@gmail.com

Model # : FWY706WWTN1.ABWQPUK

Serial # : 506PNYUBV194

DOP : 30/08/2025

Retailer : AO

[Customer Issues] washer dryer

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer calling to activate a five-year guarantee for a newly purchased water dryer. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Account Creation: Agent offered to create an account for the customer to register the product.

2. Serial Number Guidance: Agent instructed the customer on how to locate the serial number on the washing machine.

3. Information Verification: Agent collected and verified customer details including name, mobile number, postcode, address, and email address.

[Final Resolution]

• Account created for product registration. Customer to provide serial number later. [Service Notes]
• Customer purchased the unit a couple of days ago from ao.com. [Executive Summary] The customer contacted support to activate a five-year guarantee for a newly purchased water dryer. The agent assisted by creating an account for product registration and provided guidance on locating the serial number. Customer details were collected and verified during the call. The account was successfully created, and the customer will provide the serial number at a later time.

[AI Summary]

[AI Summary]

[Contact Reason]

• Customer calling to activate a five-year guarantee for a newly purchased water dryer. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Account Creation: Agent created an account for the customer to facilitate the registration process.

2. Serial Number Guidance: Agent instructed the customer on how to locate the serial number on the washing machine.

3. Information Verification: Agent verified customer details including name, mobile number, postcode, address, and email address.

4. Consent Questions: Agent asked customer for consent regarding email contact and satisfaction surveys.

5. Case Number Provision: Agent provided a case number for the customer to use when uploading the serial number photo.

6. SMS Confirmation: Agent sent an SMS with a link for document upload and case number.

7. Registration Confirmation: Agent informed the customer that a confirmation SMS would be sent once the serial number is registered.

8. Certificate Timeline: Agent explained that the certificate would be sent via email within 10 to 14 weeks.

[Final Resolution]

• Customer to upload a photo of the serial number via the provided link. Confirmation SMS will be sent after registration. Certificate to be emailed within 10 to 14 weeks. [Service Notes]
• N/A [Executive Summary] The customer contacted support to activate a five-year guarantee for a newly purchased water dryer. The agent created an account and guided the customer on locating the serial number. Customer details were verified, and consent for communication was obtained. A case number was provided for uploading the serial number photo, and an SMS confirmation was sent. The customer was informed that the guarantee certificate would be emailed within 10 to 14 weeks.

[Request] DONE REGISTERING AND SMS AND TASK

CNU250902188071

Surname : SUTCLIFFE

Mobile Number : 07402333388

Post Code : LE12 9LF

1st Line of Address : 45 Glenfields, LOUGHBOROUGH, LE12 9LF, GB

Email Address : astijadesutcliffe@gmail.com

Model # : GSXV80PZLE.APZQLGU

Serial # :

DOP :

Retailer : LG ELECTRONICS

[Customer Issues] 8000487712

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about a complaint regarding an online order for a fridge. Seeking resolution and expressing urgency due to lack of communication. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Verify Customer Information: Agent requested surname and postcode to check the account.

2. Confirm Order Details: Customer provided order number and reference number for the complaint.

3. Check Order Status: Agent informed customer that the online shop department would handle the inquiry and that a callback was expected.

4. Attempt Transfer: Agent attempted to transfer the customer to the appropriate department for further assistance.

[Final Resolution]

• Transfer to the appropriate department for resolution. Customer advised to wait for a callback. [Service Notes]
• N/A [Executive Summary] The customer contacted support regarding a complaint about an online fridge order, expressing frustration over the lack of communication and resolution. The agent verified the customer's information and attempted to check the order status, informing the customer that the online shop department would handle the case. The agent then initiated a transfer to the appropriate department for further assistance. The customer was advised to wait for a callback regarding the complaint.

[AI Summary]

[Contact Reason]

• Inquiry about an unresolved complaint regarding an online order for a fridge. Customer expressed urgency and potential legal action. [Product Symptom]
• N/A - Non-technical inquiry [Agent Solutions]

1. Account Verification: Customer provided surname and postcode for account verification.

2. Order Number Confirmation: Customer confirmed order number for the fridge.

3. Coordination: Agent requested a few minutes to coordinate with the appropriate department regarding the complaint.

[Final Resolution]

• Agent to coordinate with the relevant department regarding the complaint. Follow-up expected. [Service Notes]
• N/A [Executive Summary] The customer contacted LG customer service regarding an unresolved complaint about an online fridge order, expressing urgency and the possibility of legal action. The agent verified the customer's account details and order number, then indicated a need to coordinate with the appropriate department. The next steps involve the agent following up with the relevant team to address the customer's complaint.

[Request] DONE TRANSFERRED TO SHOP AND TASK DONE

Surname : MULLER

Mobile Number : 07715103363

Post Code : TW11 8DY

1st Line of Address : 20 Cambridge Crescent, TEDDINGTON, TW11 8DY, GB

Email Address : davidjmuller@yahoo.com

Model # : FWV796WTSE.ABWQPUK

Serial # : 111PNRTQX766

DOP : 13/03/2022

Retailer : JOHN LEWIS

[Customer Issues]

Customer doesn't want to proceed with the chargeable repair because he says that why did the machine will break after 2 yrs and he says that clearly that the damage on the machine is a manufacturing fault that its not a good quality unit. Customer wants to escalate this case because he doesn't want to pay more money to LG unit anymore and if ever he wants to also talk to someone in UK directly.

[Consultation contents]

[Request] DONE LVL 2 AND TASK

CNU250902188864

Surname : MOBBS

Mobile Number : 07598624903

Post Code : NN2 7JE

1st Line of Address : 79 Byron Street, NORTHAMPTON, NN2 7JE, GB

Email Address : rosamobbs@gmail.com

Model # : F2Y709BBTN1.APBQPUK

Serial # : 408PNSV5V974

DOP : 29/10/2024

Retailer : DOMESTIC AND GENERAL SERVICES LTD

[Customer Issues] Checked if the noise is coming from the bottom of the machine. However, according to the customer, it came from the drum. Ensure that there are no foreign objects, such as coins or hairpins, inside the tub/drum that could be causing the rattling noise. Unit is properly balanced. No error codes. No leakage. Cleaned pump filter. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about a callback regarding a washing machine issue and requesting to book an engineer. [Product Symptom]

• Symptom: Rattling noise at the beginning of the washing machine cycle.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Recently purchased washing machine. [Agent Solutions]

1. Verify Customer Information: Collected customer surname and postcode for documentation.

2. Discuss Issue: Informed customer that a video of the rattling noise is typically required for noise issue repairs.

3. Engineer Booking: Explained that an engineer would be booked and would contact the customer within two business days for scheduling.

4. Confirmed Parking Permit: Asked if a parking permit is needed at the customer's location; confirmed it is not.

5. Schedule Coordination: Informed customer that the engineer would provide the specific date of their visit after the booking is confirmed.

[Final Resolution]

• Engineer booking initiated. Customer to wait for a call from the engineer within two business days for scheduling. [Service Notes]
• Customer working until Friday; needs to coordinate engineer visit accordingly. [Executive Summary] The customer contacted support regarding a callback about a washing machine issue and requested to book an engineer due to a rattling noise at the start of the cycle. The agent verified customer information and explained the need for a video, which the customer could not provide. The agent proceeded to book an engineer, informing the customer that they would be contacted within two business days for scheduling. The customer confirmed no parking permit is needed and is awaiting the en

[AI Summary]

[Contact Reason]

• Customer inquiring about booking an engineer for a washing machine issue. Awaiting a callback from sales. [Product Symptom]

• Symptom: Rattling noise at the beginning of the washing machine cycle.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Cleaned the pump filter.
• History: Recently purchased washing machine. [Agent Solutions]

1. Verify Customer Information: Collected customer’s surname and postcode for documentation.

2. Discuss Issue: Inquired about the rattling noise and requested a video, which the customer could not provide.

3. Confirm Parking Permit: Asked if a parking permit was needed for the engineer's visit; confirmed it was not.

4. Schedule Engineer: Explained that an engineer would contact the customer within two business days to schedule a visit.

5. Verify Contact Information: Collected customer’s email address and confirmed mobile number for sending reference number.

6. Basic Troubleshooting: Asked if the noise was from the bottom, checked for foreign objects, confirmed the unit was balanced, and checked for error codes and leakage; all responses were negative.

7. Confirm Reference Number: Informed the customer that a reference number would be sent via SMS or email.

[Final Resolution]

• Engineer booking initiated. Customer to receive reference number via email within the day. Engineer will contact within two business days. [Service Notes]
• Customer has a busy schedule, working until Friday. Needs to coordinate engineer visit accordingly. [Executive Summary] The customer contacted support to book an engineer for a washing machine that produces a rattling noise at the start of the cycle. The agent verified customer details and discussed the issue, confirming that the customer had already cleaned the pump filter. The agent scheduled an engineer to contact the customer within two business days for a visit. A reference number will be sent via email. The customer has a busy work schedule, which may affect the timing of the engineer's visit.

[Request] BOOKING DONE TASK

CNU250902189224

Surname : O SHEA

Mobile Number : 01228577783 / 07880310747

Post Code : CA6 5PP

1st Line of Address : Inch Farm, Longtown CARLISLE, CA6 5PP, GB

Email Address : greenwell.farm@btinternet.com

Model # : GSL761PZXV.APZQLGU

Serial # : 801TRTX3G833

DOP : 31/01/2018

Retailer : PETER TYSON

[Customer Issues] FRIDGE

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about next steps for a fridge freezer that cannot be repaired, based on an engineer's report. [Product Symptom]
• Symptom: Fridge freezer cannot be repaired; compressor overheated. - Timeline/Duration: Not Specified. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Purchased in 2018, under warranty. [Agent Solutions]

1. Verify Account: Requested customer's surname and postcode to check the account.

2. Confirm Purchase Details: Confirmed purchase year as 2018.

3. Engineer's Report: Inquired about the engineer's findings regarding the unit's condition.

[Final Resolution]

• Next steps to be coordinated with support for warranty claim process. [Service Notes]
• N/A. [Executive Summary] The customer contacted support regarding a fridge freezer that cannot be repaired due to an overheated compressor, as stated in the engineer's report. The agent verified the customer's account details and confirmed the purchase year. Next steps will involve coordination with support to address the warranty claim. No troubleshooting steps were taken during the call.

[AI Summary]

[Contact Reason]

• Customer inquiring about next steps for a fridge freezer that cannot be repaired, as per engineer's report. [Product Symptom]

• Symptom: Fridge freezer cannot be repaired; compressor overheated and written off by engineer.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased in 2018, under warranty. [Agent Solutions]

1. Verify Account: Customer's surname and postcode confirmed for account access.

2. Engineer Report Inquiry: Agent asked for details from the engineer's report regarding the unit's condition.

3. Coordination with Support: Agent coordinated with support to determine next steps based on engineer's findings.

4. Warranty Explanation: Agent explained that reimbursement for the ten-year guarantee is contingent on the unit being repaired and operational.

5. Local Engineer Suggestion: Agent suggested the customer coordinate with a local engineer for compressor replacement.

6. Clarification on Reimbursement: Agent clarified that reimbursement for the compressor part is subject to review if a local engineer is used.

7. Escalation Offer: Agent offered to escalate the case to a supervisor for further assistance.

8. Callback Arrangement: Agent arranged for a callback from a supervisor within two business days.

[Final Resolution]

• Case raised for supervisor review. Callback scheduled within two business days. Customer advised on local engineer coordination for compressor replacement. [Service Notes]
• N/A. [Executive Summary] The customer contacted support regarding a fridge freezer that cannot be repaired, as indicated by an engineer's report stating the compressor overheated. The agent verified account details and coordinated with support to explain warranty conditions and reimbursement processes. The customer was advised to seek a local engineer for compressor replacement and was informed that reimbursement is subject to review. The case was escalated for further assistance, with a callback scheduled within two business days.

[Request] DONE TASK AND LEVEL 2

CNU250902189473

Surname : YEVHENIIA METEROVA

Mobile Number : 07442285457

Post Code : CR3 6ST

1st Line of Address : 7 Bronzeoak, 25 Stafford Road, Caterham, CR3 6FT

Email Address : yevheniiameterova@gmail.com

Model # : FWY916WBTN1.ABWQPUK

Serial # : 410PNPD69440

DOP : 01/11/2024 - 08/01/2025

Retailer : LG ELECTRONICS

[Customer Issues] OE

7 Bronzeoak 25 Stafford Road Caterham CR3 6FT

Cleaned filter. Inlet and outlet pipes is not kinked or restricted. Outlet pipes is not exceeding the maximum height of 1m and has a U bend. Unit is properly leveled. Not using extended length to the drain hose. Unplugged and plug in. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer reports washing machine displaying OE error code. Water not draining properly. [Product Symptom]

• Symptom: OE error code displayed; water not draining.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased on November 1, 2024. [Agent Solutions]

1. Account Verification: Attempted to verify customer account details; incomplete information noted.

2. Address Confirmation: Customer provided new address details for account update.

3. Email Confirmation: Customer confirmed email address for communication.

4. Marketing Consent: Customer declined marketing communications but agreed to receive satisfaction surveys.

5. Serial Number Verification: Customer provided serial number for the washing machine.

6. Purchase Date Inquiry: Clarified purchase date; discrepancy noted in system records.

[Final Resolution]

• Customer information updated. Further investigation needed for OE error code. Follow-up required for resolution. [Service Notes]
• Customer recently changed address. Purchase date discrepancy noted in system. [Executive Summary] The customer contacted support regarding an OE error code on their washing machine, indicating a drainage issue. The agent performed account verification, confirmed the customer's email, and clarified the purchase date, noting a discrepancy in the system. The customer's address was updated, and they declined marketing communications but agreed to satisfaction surveys. Further investigation is needed to resolve the OE error code.

[AI Summary]

[Contact Reason]

• Customer reports washing machine displaying OE error code; water not draining. [Product Symptom]

• Symptom: OE error code displayed; water not draining from the washing machine.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Customer manually drained water and cleaned the filter; issue persists.
• History: Purchased on November 1, 2020; warranty status not specified. [Agent Solutions]

1. Verify Purchase Date: Confirmed purchase date as January 8, 2025.

2. Check Manual Drain: Customer confirmed they manually drained water and cleaned the filter; issue persists.

3. Inspect Inlet/Outlet Pipes: Customer confirmed inlet pipes are not kinked; outlet pipes are not exceeding height restrictions.

4. Check Leveling: Customer confirmed washing machine is properly leveled.

5. Confirm Drain Hose Length: Customer confirmed standard drain hose length, no extensions.

6. Create Booking Form: Agent created a booking form for priority service department to follow up.

[Final Resolution]

• Booking form created for priority service department; customer to send photo of OE error code via provided link. [Service Notes]
• N/A. [Executive Summary] The customer contacted support regarding an OE error code on their washing machine, indicating a drainage issue. The agent verified the purchase date and conducted troubleshooting steps, including checking the manual drain, inlet and outlet pipes, leveling, and drain hose length. A booking form was created for the priority service department to follow up with the customer. The customer was instructed to send a photo of the error code via a link provided by the agent.

[Request] DONE TAGGED TO WG TEMP AND TASK

CNU250902190815

Surname : MILLER

Mobile Number : 07968919847

Post Code : PO32 6HH

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

Email Address : elaine.miller58@googlemail.com

Model # : F4V309WNW.ABWQWUK

Serial # : 210PWJRMC428

DOP : 28/02/2023

Retailer :

[Customer Issues] Note: Customer ring us to get an update about the repair because the engineer says that he needs to order some parts for this unit. Engineer says he might not be back for atleast 2 weeks he says to the customer. So customer is requesting if we can gave compensation for her laundry that she was paying because she doesn't have any washer. Agent coordinated to the support that if the repair exceeds the 14days repair time frame we can raise her case and request for an alternative resolution or a compensation for her.

[Consultation contents] [AI Summary]

[Contact Reason]

• Inquiry about compensation for laundry expenses due to washing machine repair delay. [Product Symptom]

• Symptom: Washing machine malfunction since August 20. Engineer identified fault related to internal component on the door sill. - Timeline/Duration: Not Specified.

• Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Engineer visited today; parts ordered for repair. [Agent Solutions]

1. Account Verification: Verified account details using case number and customer information.

2. Engineer Report Inquiry: Informed customer that the engineer's report is needed to assess the situation and potential compensation.

3. Compensation Coordination: Offered to raise the case for compensation consideration once the engineer's report is received.

[Final Resolution]

• Awaiting engineer's report to determine compensation options. Case raised for further review. [Service Notes]
• Customer has been without washing machine since August 20. Engineer's visit today resulted in parts order, with a return expected in 2-3 weeks. Customer expressed concern over laundry costs incurred during this period. [Executive Summary] The customer contacted support regarding compensation for laundry expenses incurred while waiting for washing machine repairs. The engineer identified a fault and ordered parts, with a return visit scheduled in 2-3 weeks. The agent verified account details and explained that the engineer's report is necessary to assess compensation options. The case has been raised for further review once the report is received. [AI Summary]

[Contact Reason]

• Inquiry about compensation for laundry expenses due to washing machine repair delays. [Product Symptom]

• Symptom: Washing machine malfunction since August 20. Engineer found fault related to internal component. Part ordered for replacement. - Timeline/Duration: Malfunction since August 20; engineer visit today.

• Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Case number CNU 2508210; engineer ordered part after inspection. [Agent Solutions]

1. Verify Account: Checked account details using provided case number.

2. Engineer Report Inquiry: Informed customer that engineer's report is needed for further action.

3. Compensation Discussion: Discussed potential compensation for laundry expenses if repair exceeds 14 days.

4. Case Coordination: Coordinated with support regarding compensation request and noted repair timeline.

5. Case Number Provided: Supplied customer with new case number for future reference.

[Final Resolution]

• Compensation request noted for laundry expenses if repair exceeds 14 days. Customer advised to wait for engineer's report. Case number provided for follow-up. [Service Notes]
• Customer has been without washing machine since August 20. Engineer's visit today resulted in part order. Customer lives on the Isle of Wight, affecting repair timelines. [Executive Summary] The customer contacted support regarding compensation for laundry expenses due to a malfunctioning washing machine since August 20. An engineer visited today, identified the fault, and ordered a replacement part, but will not return for two to three weeks. The agent informed the customer that compensation could be considered if the repair exceeds 14 days and provided a new case number for tracking. The customer was advised to wait for the engineer's report for further action.

[Request] DONE AND DONE TASK

CNU250902191033

Surname : KEJJE

Mobile Number : 07447040192

Post Code : TW2 7AW

1st Line of Address :

Email Address : yasmin.seraf@hotmail.com

Model # : FWY706GBTN1

Serial # : 501PNKGGF485

DOP : 06/2025

Retailer : CURRYS

[Customer Issues] Note: Customer will ring us back once she sent the video of the leakage and photo of the

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquired about a washing machine issue. Detergent leaking from the dispenser and dripping onto the door. [Product Symptom]

• Symptom: Detergent leaks from the dispenser into the door area instead of remaining in the compartment.
• Timeline/Duration: Recently purchased, issue started after moving to a new house and using the machine.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Recently purchased in June from a retailer. [Agent Solutions]

1. Account Creation: Agent initiated account creation for the customer to proceed with the repair request.

2. Information Gathering: Collected customer’s surname, mobile number, postcode, address, and email address for account setup.

3. Serial Number Verification: Requested and verified the serial number of the washing machine.

4. Purchase Details: Confirmed the purchase date and location of the washing machine.

5. Problem Clarification: Clarified the issue of detergent leaking from the dispenser.

6. Video Request: Requested the customer to send a video of the issue for technical verification.

[Final Resolution]

• Customer to send a video of the leaking issue via email for further assessment by technical experts. [Service Notes]
• Customer recently moved to a new house. [Executive Summary] The customer contacted support regarding a washing machine issue where detergent leaks from the dispenser onto the door. The agent created an account and gathered necessary information, including the serial number and purchase details. The agent clarified the problem and requested a video to assess the issue further. The next step involves the customer sending the video for technical evaluation.

[AI Summary]

[Contact Reason]

• Customer inquired about a washing machine issue; specifically, detergent leaking from the dispenser. [Product Symptom]

• Symptom: Detergent leaks from the dispenser into the door area of the washing machine.
• Timeline/Duration: Recently purchased, issue started after moving to a new house.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Recently purchased in June from a retailer. [Agent Solutions]

1. Account Creation: Agent informed customer that an account needs to be created to proceed with the repair request.

2. Information Gathering: Collected customer details including surname, mobile number, postcode, address, and email address.

3. Serial Number Verification: Requested and verified the serial number of the washing machine.

4. Purchase Information: Confirmed the purchase date and location of the washing machine.

5. Problem Clarification: Clarified the issue of detergent leaking from the dispenser.

6. Video Request: Requested the customer to send a short video demonstrating the issue for technical verification.

7. SMS Link: Offered to send a link via SMS for the customer to upload the video.

8. Serial Sticker Request: Instructed the customer to send a photo of the serial sticker on the washing machine.

[Final Resolution]

• Customer to send a video of the issue and a photo of the serial sticker for further processing of the repair request. Agent will send a case number via SMS. [Service Notes]
• Customer recently moved to a new house. [Executive Summary] The customer contacted support regarding a leaking washing machine, specifically detergent leaking from the dispenser. The agent collected necessary information to create an account and verified the washing machine's serial number and purchase details. The agent requested a short video of the issue and a photo of the serial sticker for technical assessment. The customer agreed to send the requested materials and will follow up after sending them.

[Request] WAIT FOR VIDEO AND DONE TASK

CNU250902191269

Surname : ENDERLE

Mobile Number : 03301230106 / 07909402437

Post Code : SW1V 1TJ

1st Line of Address :

Email Address : amanda.j.enderle@gmail.com

Model # :

Serial # :

DOP : 07/11/2020

Retailer : JOHN LEWIS

[Customer Issues] WASHER Mr. Michael Groffenberger the tenant is authorized to access this account. His Mobile +17164170530

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer contacting for repair organization of washer dryer. [Product Symptom]

• Symptom: Washer dryer is tripping.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Purchased on November 7, 2020; out of warranty. [Agent Solutions]

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

2. Tenant Authorization: Discussed authorizing the tenant to access the account for repair inquiries.

3. Tenant Information: Collected tenant's name (Michael Graffenberger) and mobile number for account access.

4. Serial Number Requirement: Informed customer that the serial number is needed to proceed with booking a repair.

5. Contact Information: Provided customer with the contact number for future inquiries (0344 847 5454).

[Final Resolution]

• Customer advised to have tenant provide the serial number to book a repair session. [Service Notes]
• Tenant currently residing in the flat. - Customer has no insurance or care plan for the unit. [Executive Summary] The customer contacted for assistance in organizing a repair for their washer dryer, which is tripping. The agent created an account and discussed the authorization of the tenant to access the account for repair inquiries. The tenant's information was collected, and the customer was informed that the serial number is required to proceed with booking a repair. The customer was provided with the contact number for future inquiries.

[AI Summary]

[Contact Reason]

• Customer contacting for repair organization for washer dryer. Out of warranty, referred by retailer. [Product Symptom]

• Symptom: Washer dryer tripping electricity when plugged in. Unable to open the door. Customer checked filters, no blockage.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Tried different plug, changed fuse, checked filters.
• History: Purchased on November 7, 2020. [Agent Solutions]

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

2. Tenant Authorization: Discussed authorizing tenant to access the account for repair arrangements.

3. Serial Number Inquiry: Informed customer that the serial number is needed to proceed with repair scheduling.

4. Repair Cost Information: Provided repair cost of £175, including parts and labor.

5. Payment Process Explanation: Explained that payment must be made before the job is accepted.

6. Next Steps: Advised tenant to call with the serial number to book the repair.

[Final Resolution]

• Customer to have tenant call with serial number to book repair. Payment to be made prior to scheduling. [Service Notes]
• Tenant's name is Michael Gruffenberger. Tenant authorized to access the account for repair arrangements. [Executive Summary] The customer contacted for assistance in organizing a repair for a washer dryer that is tripping electricity when plugged in. The agent created an account and discussed authorizing the tenant to access it for repair arrangements. The repair cost was quoted at £175, and the customer was informed that payment is required before scheduling. The customer will have the tenant call with the serial number to proceed with the booking.

[Request] DONE AND TASK

CNU250902191382

Surname : JONES

Mobile Number : 07762820350

Post Code : CH7 3BY

1st Line of Address : 60 Little Mountain Road, BUCKLEY, CH7 3BY, GB

Email Address : richie.jones@yahoo.com

Model # : F4T209WSE.ABWQMUK

Serial # : 404VODG0J162

DOP : 04/08/2024

Retailer : CUSTOM ELECTRONIC DESIGN LTD

[Customer Issues] CEDRIC Raise his case for the 15th day of the repair ffr compensation and pnce the parts has been receive we will re1uwest for te oonet appointment

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer inquiring about the status of parts for a washing machine repair and expressing frustration over delays. [Product Symptom]
• Not Specified. [Agent Solutions]

1. Confirmed Parts Status: Agent verified that six parts are still on order and have not yet been received.

2. Listed Parts: Agent provided a list of the parts ordered, including heater assembly, bolt assembly, gasket, and others.

3. Acknowledged Delay: Agent acknowledged the customer's frustration regarding the wait time for the washing machine repair.

4. Reviewed Previous Communication: Agent noted previous discussions with other representatives regarding the timeline and potential compensation after 14 days of waiting.

[Final Resolution]

• Agent confirmed ongoing wait for parts. No immediate resolution provided. Customer advised of potential compensation after 14 days. [Service Notes]
• Customer has been waiting for parts for nearly three weeks. Previous communication indicated possible compensation after 14 days of waiting. [Executive Summary] The customer contacted support regarding the status of parts for a washing machine repair, expressing dissatisfaction with the delay. The agent confirmed that six parts are still on order and provided a list of these parts. The agent acknowledged the customer's frustration and referenced previous discussions about potential compensation after 14 days of waiting. No immediate resolution was provided, and the customer remains without a functioning washing machine.

[AI Summary]

[Contact Reason]

• Customer inquiring about the status of parts for a washing machine repair and potential compensation for laundry costs due to delays. [Product Symptom]
• Symptom: Washing machine out of service due to missing parts for repair. - Timeline/Duration: Reported issue on August 21; waiting for parts for nearly 12 days. - Environment: Not Specified. - Self-troubleshooting: Not Specified. - History: Six parts ordered; three parts received, three parts still pending. [Agent Solutions]

1. Check Parts Status: Confirmed six parts are still on order; three parts received.

2. Discuss Compensation: Explained compensation policy for laundry costs after 14 days of repair delay.

3. Coordinate with Support: Agent coordinated with support for next steps regarding compensation and repair timeline.

4. Confirm Next Steps: Informed customer to keep receipts for laundry costs and to contact again on the 15th day for compensation.

[Final Resolution]

• Compensation for laundry costs discussed; customer advised to keep receipts. Awaiting parts for repair; appointment will be scheduled once parts are received. [Service Notes]
• Customer has been without a washing machine for nearly 12 days; compensation for laundry costs may be applicable after 14 days of repair delay. [Executive Summary] The customer contacted support regarding the status of parts for a washing machine repair, reporting a delay of nearly 12 days since the issue was reported. The agent confirmed that three out of six parts are still pending and discussed the compensation policy for laundry costs after 14 days of repair delay. The agent coordinated with support for further assistance and advised the customer to keep receipts for potential compensation. The next steps involve waiting for the remaining parts and scheduling a repair appointment once they are received.

[Request] DONE AND TASK

CNU250902191581

Surname : SZUCS-BUGYA

Mobile Number : 07502155356

Post Code : SG1 2GE

1st Line of Address : 14 Mayles Close, STEVENAGE, SG1 2GE, GB

Email Address : bugya.anett@gmail.com

Model # : FWV685WSE.ABWQWUK

Serial # : 104PWPLMA264

DOP : 21/07/2021

Retailer : CURRYS

[Customer Issues] banging noise

Unit is properly leveled. No error codes. No leakage. Clothes are not getting tangled. Done empty cycle. Unit has a proper spacing in the sides and at the back. Issue persists.

No parking permit needed. Evtended P2021-07-29104PWPLMA264

[Consultation contents] [AI Summary]

[Contact Reason]

• Customer experiencing loud banging noise from the unit. [Product Symptom]

• Symptom: Loud banging noise and transmitting circle.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Not Specified.
• History: Video uploaded to technical team for review. [Agent Solutions]

1. Check Issue: Agent confirmed the issue is different from the previous repair.

2. Coordinate with Technical Team: Agent contacted technical experts for approval regarding the issue.

3. Documentation: Agent asked additional questions for documentation purposes.

[Final Resolution]

• Issue forwarded to technical experts for booking. Agent will follow up after documentation. [Service Notes]
• Customer has a baby present during the call. [Executive Summary] The customer reported a loud banging noise from the unit. The agent confirmed this issue is different from previous repairs and coordinated with technical experts for further action. The issue has been forwarded for booking, and the agent is in the process of documenting additional information. The customer was accommodating during the call, despite having a baby present. [AI Summary]

[Contact Reason]

• Customer experiencing loud banging noise from the unit. Requesting assistance for the issue. [Product Symptom]

• Symptom: Loud banging noise during operation.
• Timeline/Duration: Not Specified.
• Environment: Not Specified.
• Self-troubleshooting: Attempted an empty cycle; noise persists.
• History: Previous video submitted to technical team regarding the issue. [Agent Solutions]

1. Initial Inquiry: Agent confirmed the issue and checked for previous repairs.

2. Coordination with Technical Team: Agent coordinated with technical experts for approval.

3. Documentation Questions: Agent asked about unit leveling, error codes, leakage, and clothing tangling.

4. Verification of Details: Agent verified serial number, purchase details, and customer contact information.

5. Booking Repair: Agent confirmed booking for repair and promised to send reference number via SMS.

[Final Resolution]

• Repair booking confirmed. Reference number to be sent via SMS. [Service Notes]
• Customer has a baby present during the call. No parking permit needed; driveway available for technician access. [Executive Summary] The customer reported a loud banging noise from the unit and requested assistance. The agent confirmed the issue and coordinated with technical experts. Several questions were asked regarding the unit's condition, and the agent verified necessary details for documentation. A repair booking was confirmed, and the reference number will be sent via SMS. The call was handled efficiently, ensuring all necessary information was gathered for the repair process.

[Request] DONE UNIT HAS BEEN BOOKED AND SMS SENT DONE TASK