_________________________________________ CNU250808968218 Surname : BUKANGA Mobile Number : 07470278026 Post Code : NW5 4JT 1st Line of Address : Email Address : brunelbm@gmail.com Model # : F4X7511TSB Serial # : DOP : Retailer : LG ELECTRONICS [Customer Issues] washer today DENTS ON THE RIGHT SIDE OF THE WASHER AND FRONT IS DAMAGED THAT THE DRUM IS DISCONNECTED 8000562845 [Consultation contents] [AI Summary] 1. Contact Reason: Customer called to report that a washing machine delivered today was broken, with the front coming off and a dent on the right side, preventing installation. 2. Customer Request: Customer seeks to schedule a replacement for the damaged washing machine that was returned by the delivery provider. 3. Agent Solution: Agent created an account for the customer and verified the order details, including the model and serial number. The agent documented the damage and initiated the process for a replacement unit, confirming the need for a new delivery. 4. Resolution Acceptance: Yes. The customer accepted the agent's proposal to process the replacement for the damaged washing machine. 5. Customer Pain Point: Customer expressed frustration over receiving a broken appliance and the inconvenience caused by the failed delivery and installation. 6. Notable Comments: Customer mentioned that the delivery provider took the broken unit back immediately after identifying the issue, and the customer had already paid for installation services. [AI Summary] 1. Contact Reason: Customer called to report that a washing machine delivered today was broken, with the front coming off the drum and a dent on the side, preventing installation. 2. Customer Request: Customer seeks to schedule a replacement for the damaged washing machine. 3. Agent Solution: Agent created an account for the customer and verified the order details. The agent raised a case with the LG shop department for a replacement and informed the customer that they would receive an update via phone within one to two days. 4. Resolution Acceptance: Yes. The customer accepted the proposed solution and understood that the LG shop team would contact them regarding the replacement. 5. Customer Pain Point: Customer expressed frustration over receiving a damaged unit and the inconvenience caused by the delivery and installation process. 6. Notable Comments: Customer mentioned that the delivery provider took the broken unit back immediately and that they had paid for installation, which was not completed due to the damage. [Request] DONE TAGGED TO LG SHOP _________________________________________ Surname : Mobile Number : 07780676634 Post Code : 1st Line of Address : Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] fridge oof have it 8 or 9 years [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling about an American fridge freezer that is out of warranty, specifically mentioning that the freezer door does not shut properly, leading to condensation and frost buildup. 2. Customer Request: Customer seeks assistance with the malfunctioning freezer door and requests a service appointment or repair. 3. Agent Solution: Agent explained that since the unit is over eight years old, they cannot schedule a service appointment directly. Instead, the agent provided the customer with contact numbers for authorized service engineers who can assist with the repair. 4. Resolution Acceptance: Yes. The customer accepted the solution and noted they would contact the provided numbers for further assistance. 5. Customer Pain Point: Customer expressed frustration over the inability to get direct service due to the unit's age and difficulty in understanding the agent due to hearing impairment. 6. Notable Comments: Customer mentioned having receipts from the purchase and previously having service done, indicating familiarity with the repair process. [Request] NO NEED TO DOCU DIDN'T ASK THE 3 MAIN INFO AND NO ACC YET _________________________________________ CNU250808967551 Surname : BARNARD Mobile Number : 07745483435 Post Code : CM7 1EA 1st Line of Address : 40 Telford Road, BRAINTREE, CM7 1EA, GB Email Address : taylay@hotmail.co.uk Model # : GSL760PZXV.APZQLGU Serial # : 102TRKH12845 DOP : 21/07/2021 Retailer : AO RETAIL LTD C/O EXPERT 360 [Customer Issues] fridge dents [Consultation contents] Note [RA] - Customer is ringing us because it's been few days now and he still doesn't have any update about his unit. __________________________________________ TNR- APU250808746912- As the unit is BER'd for TNR, we can not proceed with the repair, Compressor fault. The BER is the only option we can provide the customer, please do not book back in. Please contact the customer and advise on DE and please request POP. Once discussed and POP obtained please tag case to Direct Exchange. [AI Summary] 1. Contact Reason: Customer is inquiring about the status of a massage chair repair that was approved but has not yet been completed, expressing concern as it has been two days since the last update. 2. Customer Request: Customer seeks an update on the repair status and wants to know when the service will be completed. 3. Agent Solution: Agent confirmed the repair was approved and informed the customer that they would need to coordinate with the resolutions team for further details. The agent requested a few minutes to check on the status and promised to call back once the resolutions team was available. 4. Resolution Acceptance: No. The customer did not accept a resolution as the agent could not provide immediate information regarding the repair status. 5. Customer Pain Point: Customer is frustrated with the delay in receiving updates about the repair and the lack of communication regarding the timeline for service completion. 6. Notable Comments: Customer expressed understanding but was clearly anxious about the prolonged wait for the repair, indicating a need for better communication from the service team. [Request] DONE TRANSFERRING TO RESO _________________________________________ CNU250808968784 Surname : MAZ SAHIN Mobile Number : 07423196570 Post Code : N17 9ST 1st Line of Address : FLAT 33 ROSA LUXEMBURG APARTMENTS 16 ASHLEY ROAD LONDON, N17 9ST, GB Email Address : mazsahin@hotmail.com Model # : FH4G1BCS2.ABWQKUK Serial # : 109KWMK84419 DOP : 15/03/2022 Retailer : CURRYS [Customer Issues] WASHER P2022-03-20109KWMK84419 No error codes. Drained manually. Drain hose is not blocked or restricted. Cleaned the filter. Issue persists. No parking permit needed. Customer is willing to pay for the parking space and it is just 2 to 3 mins walk from their house. Extended Warranty: P2022-03-20109KWMK84419 [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling about a washing machine that is holding water and not draining properly, despite being a relatively new unit. 2. Customer Request: Customer seeks assistance for troubleshooting the issue and potentially scheduling a warranty repair. 3. Agent Solution: Agent gathered necessary information, including the serial number and purchase date, confirmed the warranty status, and provided troubleshooting steps such as checking the drain hose and cleaning the drain filter. The agent also created a case for the issue and discussed parking arrangements for a potential technician visit. 4. Resolution Acceptance: Yes. The customer accepted the troubleshooting steps and agreed to pay for parking if necessary for the technician. 5. Customer Pain Point: Customer expressed frustration over the washing machine's malfunction, especially since it is a high-quality unit purchased for reliability. 6. Notable Comments: Customer mentioned purchasing the machine from a reputable retailer and highlighted the extended warranty lasting until 2027. Customer also indicated a preference not to receive promotional emails from LG. [AI Summary] 1. Contact Reason: Customer is calling about a washing machine that is holding water and not draining properly, despite being a relatively new unit purchased in May 2022. 2. Customer Request: Customer seeks assistance for a warranty repair due to the washing machine's malfunction. 3. Agent Solution: Agent confirmed the warranty status and gathered necessary information, including the serial number and purchase details. The agent provided troubleshooting steps, such as checking the drain hose and cleaning the drain filter. Since the issue persisted, the agent created a case for a priority repair, which will be scheduled by the repair department on Monday. 4. Resolution Acceptance: Yes. The customer accepted the proposed solution and expressed a preference for the repair to be scheduled as soon as possible. 5. Customer Pain Point: Customer is frustrated with the washing machine's inability to function properly, which disrupts their laundry routine. They expressed concern about the inconvenience caused by the malfunction. 6. Notable Comments: Customer mentioned the washing machine was an expensive purchase, indicating a desire for quality. They also confirmed that they are willing to pay for parking if necessary for the repair technician. [Request] DONE TAGGED TO WG TEMP _________________________________________ Surname : Mobile Number : 07956499450 / 07949908853 Post Code : 1st Line of Address : Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] FRIDGE [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling to request an engineer to inspect their refrigerator due to an unspecified issue. 2. Customer Request: Customer seeks to schedule a service appointment for the refrigerator repair. 3. Agent Solution: Agent attempted to locate the customer's account using the provided phone numbers but was unable to find any account associated with them. The agent requested the serial number of the fridge to assist further but the customer was unable to provide it. 4. Resolution Acceptance: No. The customer did not accept a proposed solution as the agent could not locate their account or proceed without the serial number. 5. Customer Pain Point: Customer expressed frustration over the inability to schedule a service due to account verification issues and lack of information. 6. Notable Comments: Customer mentioned having an extended warranty for the refrigerator, indicating they expect service under that warranty. [Request] NO NEED TO DOCU _________________________________________ CNU250806945660 Surname : SHORT Mobile Number : 07730282242 Post Code : CO7 8GU 1st Line of Address : Email Address : Model # : Serial # : DOP : Retailer : [Customer Issues] [Consultation contents] [---LG Shop Order Query---] Order Number: 8000557586 Email: adamshort09@live.com Cancellation Request: No Notes: Customer contacted us to report that the unit was attempted to deliver however when the courier unpack the unit there's a dents on it. that's the reason why they refuse customer requested if we can urgently process a replacement since their old unit was already taken away since its an integrated unit they already unplug it. Advise this will be raise to our OM. Customer request a compensation for the poor experience they encounter advise this can be raise and it can be discussed once issue has been resolved. -emailed om 06/08- Customer call us back again and seeks urgent updates on the status of their case and a replacement fridge as they currently have no working refrigerator. Advise customer that the case has been raised to our OM with high importance and is awaiting updates from the team. The agent advise the customer that they would receive a callback within 24 to 48 hours with further information. 07/08- Chased OM. Contacted customer as a courtesy call, however routed to VM- Left VM inform that we are still awaiting further updates from our OM. [AI Summary] 1. Contact Reason: Customer called regarding a damaged American fridge freezer that was delivered in a smashed condition and subsequently taken back. The customer has not received any updates on a replacement delivery. 2. Customer Request: Customer seeks clarification on the delivery status of the replacement fridge and expresses frustration over the lack of communication, indicating a potential cancellation of the order. 3. Agent Solution: Agent verified the customer's details and informed them that the case would be escalated to the LG shop department for further handling. The agent offered to call back once the department was available to provide updates on the delivery. 4. Resolution Acceptance: Yes. The customer accepted the agent's proposal to receive a callback from the LG shop department later in the day. 5. Customer Pain Point: Customer is frustrated by the poor service and lack of communication regarding the fridge delivery, leading to the consideration of canceling the order. 6. Notable Comments: Customer mentioned being on holiday and still reachable for updates, highlighting the urgency of the situation due to the inconvenience caused by not having a functioning fridge. [Request] RING BACK _________________________________________ CNU250808967479 Surname : THORNE Mobile Number : 07525184433 / 07812366556 Post Code : EX39 5DT 1st Line of Address : 2 West Bucks Bucks Cross BIDEFORD, EX39 5DT, GB Email Address : bbthorne@gmail.com Model # : GSL961PZJV.APZQLGU Serial # : 008TRFK2G155 DOP : 16/10/2020 Retailer : [Customer Issues] [Consultation contents] Note [RA] - Customer is ringing u because he was expecting to have a call with the resolutions team however, he still didn't get any updates. ________________________________________________ TNR- APU250808746876- As the unit is BER'd for TNR, we can not proceed with the repair, Compressor fault. The BER is the only option we can provide the customer, please do not book back in. Please contact the customer and advise on DE and please request POP. Once discussed and POP obtained please tag case to Direct Exchange. [AI Summary] 1. Contact Reason: Customer is calling to inquire about an update regarding their unit and is expecting a call from the resolution team. 2. Customer Request: Customer seeks information on the status of their unit and any updates from the resolution team. 3. Agent Solution: Agent verified the customer's email and account details, confirming there was no prior information available. The agent coordinated with the resolution team to obtain updates and informed the customer that they would be transferred to the resolution team for further assistance. 4. Resolution Acceptance: Yes. The customer agreed to wait for a few minutes to be transferred to the resolution team for the necessary updates. 5. Customer Pain Point: Customer expressed frustration over not receiving updates and the lack of information on their account, indicating a need for timely communication. 6. Notable Comments: Customer mentioned they were expecting a call from the resolution team and had not received any updates, highlighting the importance of communication in their experience. [Request] DONE TRANSFERRED TO RESO _________________________________________ RNU250808094386 CNU250808969271 Surname : MORLEY Mobile Number : 07504258554 07816588909 Post Code : BD23 3LX 1st Line of Address : Email Address : akmorley@yahoo.com Model # : F4V309WNE Serial # : 210PWVKK1239 DOP : 08/10/2023 Retailer : DOMESTIC AND GENERAL SERVICES LTD / AO [Customer Issues] LEAKING FROM THE UNDERNEATH WASHER AO Checked the drain hose it's not blocked or restricted. Inlet and outlet pipes doesn't have any tear or damage. No error codes. Cleaned gasket. Cleaned dispenser drawer. Cleaned the drain filter. Issue persists. No parking permit needed. [Consultation contents] [AI Summary] 1. Contact Reason: Customer is calling about a washing machine that is leaking underneath, which they noticed recently when pulling it out. 2. Customer Request: Customer seeks assistance with troubleshooting the leak and potentially scheduling a repair appointment. 3. Agent Solution: Agent created an account for the customer and guided them to locate the model and serial number of the washing machine. The agent provided instructions on finding the serial number inside the door of the machine and waited for the customer to retrieve it. The agent also inquired about the purchase details and proof of replacement. 4. Resolution Acceptance: No. The customer did not accept a solution yet as they were still in the process of gathering necessary information about the washing machine. 5. Customer Pain Point: Customer expressed frustration over the inconvenience caused by the leaking washing machine and the difficulty in locating the required information for the repair process. 6. Notable Comments: Customer mentioned that the washing machine was a replacement unit provided by their insurance after the previous one could not be repaired, indicating a history of issues with the appliance. POP received on 08-AUG-25 [AI Summary] 1. Contact Reason: Customer is calling about a washing machine that is leaking underneath, which she noticed recently when pulling it out. 2. Customer Request: Customer seeks assistance with troubleshooting the leak and potentially scheduling a repair appointment. 3. Agent Solution: Agent created an account for the customer and requested the model and serial number of the washing machine. After some back and forth, the customer provided the model number and was guided to find the serial number. The agent explained the warranty process and mentioned that proof of replacement is needed to proceed with the repair. 4. Resolution Acceptance: Yes. The customer accepted the agent's proposal to send an SMS with a link for uploading the proof of replacement, which is necessary for booking the repair. 5. Customer Pain Point: Customer expressed frustration over the complexity of the warranty process and the need to provide proof of replacement, feeling it was inconvenient given her ongoing issues with the washing machine. 6. Notable Comments: Customer mentioned that the washing machine was a replacement unit due to a previous machine being unrepairable, and she is currently paying for insurance coverage, which adds to her frustration regarding the situation. [Request] DONE BOOKING _________________________________________