15/08 CALLS · Offline Notepad

CNU250815026509

Surname : STUBBS

Mobile Number : 07880507991

Post Code : WN8 0DQ

1st Line of Address : 12 Devon Avenue, SKELMERSDALE, LANCASHIRE, WN8 0DQ, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] fridge 04/07/2018

temp was reducing customer called an engineer on thursday evening no gas in it and compressor is gone

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling regarding an LG American Star fridge freezer purchased in July 2018, which has a failed compressor. The customer was informed that the compressor is covered by a 10-year warranty.
Customer Request: Customer seeks clarification on the warranty process for the compressor replacement and how to proceed with the repair.
Agent Solution: Agent confirmed that the compressor is covered under warranty but explained that the customer must coordinate with the local engineer for the replacement. The customer needs to pay for the compressor upfront and can later submit proof of purchase and the engineer's report for reimbursement.
Resolution Acceptance: Yes. The customer accepted the process outlined by the agent and agreed to have the engineer replace the compressor.
Customer Pain Point: Customer expressed frustration over the inconvenience caused by the fridge malfunctioning and the need to pay upfront for the compressor despite the warranty coverage.
Notable Comments: Customer requested written confirmation of the conversation details via SMS for their records, emphasizing the importance of having proof of the warranty process.

[AI Summary]

Contact Reason: Customer is calling about an LG American Star fridge freezer purchased in July 2018, which has a failed compressor that is not cooling at all.
Customer Request: Customer seeks clarification on the warranty coverage for the compressor and the process for getting it replaced.
Agent Solution: Agent confirmed that the compressor is covered under a 10-year warranty. The customer must coordinate with a local engineer to purchase and replace the compressor. The customer will need to pay upfront for the compressor and can later submit an invoice for reimbursement.
Resolution Acceptance: Yes. The customer accepted the solution and requested confirmation via SMS for the process discussed.
Customer Pain Point: Customer expressed frustration over the inconvenience of the fridge malfunctioning and the need to manage repairs without clear guidance on the process.
Notable Comments: Customer requested written confirmation of the conversation details for their records and expressed concern about the costs involved in the compressor replacement.

[Request] DONE

CNU250815030241

Surname : NATANI

Mobile Number : 07557765956

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] FRIDGE INDEPENDENT ENGINEER COMPRESSOR

[Consultation contents] [AI Summary]

Contact Reason: Customer is experiencing issues with their fridge freezer, specifically related to the compressor, which an independent engineer confirmed needs replacement but is currently unavailable.
Customer Request: Customer seeks assistance in resolving the compressor replacement issue and wants to know how to proceed with getting it replaced.
Agent Solution: Agent coordinated with the repair department and informed the customer that the independent engineer cannot replace the compressor. The agent suggested contacting local or authorized service centers that have access to the necessary compressor parts. The agent provided the customer with the contact number of an authorized service center for further assistance.
Resolution Acceptance: Yes. The customer accepted the suggestion to contact the authorized service center for compressor replacement.
Customer Pain Point: Customer is frustrated by the unavailability of the compressor and the delays in resolving the issue, which has left their fridge freezer inoperable.
Notable Comments: Customer mentioned having previously uploaded receipts and communicated with multiple agents regarding the issue, indicating a prolonged process without resolution.

[Request] DONE

CNU250814025793 RNU250815036987

Surname : JAKE WELTON

Mobile Number : 07714691091

Post Code : LN5 9RU

1st Line of Address : Garridan, Tinkers lane, Waddington LN5 9RU LINCOLN, LN5 9RU, GB

Email Address : jwelton122@gmail.com

Model # : FWV696WSE.ABWQPUK

Serial # : 201PWUPKG406

DOP : 21/01/2022

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] Loud banging noise during spin P2022-01-21201PWUPKG406

Making sure not to overloaded or put too light load. No packaging material underneath the unit to be slipping on the floor. Unit is properly leveled. Unit is on a stable flooring and has right spacing in the sides and at the back. Noise happens on empty cycle. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling regarding ongoing issues with their washing machine, specifically loud noises during the spin cycle, which have worsened over the past few days.
Customer Request: Customer seeks immediate scheduling of a repair appointment due to repeated issues with the washing machine, expressing frustration over previous repairs.
Agent Solution: Agent gathered necessary information about the washing machine, including the serial number and warranty status. After confirming the ongoing noise issue, the agent scheduled a repair appointment for the next available date and assured the customer that a reference number would be sent after the call.
Resolution Acceptance: Yes. The customer accepted the scheduled repair appointment and expressed satisfaction with the arrangement.
Customer Pain Point: Customer is frustrated with the recurring nature of the washing machine's issues, having had multiple repairs in the past, and is concerned about the reliability of the unit.
Notable Comments: Customer mentioned that the last technician indicated further issues might arise soon, highlighting a lack of confidence in the machine's performance.

[Request] DONE BOOKING AND SMS

CNU250815026761

Surname : MATHERS

Mobile Number : 07941854326

Post Code : S72 8FJ

1st Line of Address : 1 Near Royd Gardens, BARNSLEY, S72 8FJ, GB

Email Address : gillmathers@hotmail.co.uk

Model # : GSL961PZBV.APZQLGU

Serial # :708TRNG10543

DOP : 27/06/2017

Retailer : CURRYS [Customer Issues]

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling to inquire about service coverage in their postcode area, as they were informed that their area is not covered by LG's service.
Customer Request: Customer seeks assistance in finding a service provider that can cover their postcode for repairs.
Agent Solution: Agent provided the customer with contact information for a nearby service provider, Pacifica, including two phone numbers to coordinate service directly. The agent confirmed that the service provider is located near the customer's area.
Resolution Acceptance: Yes. The customer accepted the provided contact information and expressed willingness to reach out to the service provider.
Customer Pain Point: Customer is frustrated by the lack of service coverage in their area and the difficulty in finding a technician for repairs.
Notable Comments: Customer shared their full address details to facilitate the search for service coverage and expressed hope that the recommended service provider would be able to assist.

[Request] DONE

PRIORITY BOOKING

Surname : MULLEN

Mobile Number : 07809420728

Post Code : BD5 9AG

1st Line of Address : 53 Carr Bottom Road, BRADFORD, YORKSHIRE, BD5 9AG, GB

Email Address : kathmullen1969@hotmail.co.uk

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASHER Unit is properly leveled. Issue persists.

No parking permit needed.

[Consultation contents] 12\08 [PVM] - Advised the customer to provide the video of leaking

12/09- the customer will ring us back on 4:00 pm book the unit if warranty as per tech JM vids to upload.

[AI Summary]

Contact Reason: Customer is calling about a leaking washing machine that has been leaking for a week, which she discovered upon returning home after being away.
Customer Request: Customer seeks assistance in diagnosing the leak and potentially scheduling a repair if the issue persists.
Agent Solution: Agent guided the customer through troubleshooting steps, including checking the drain hose and pump filter. The agent requested the customer to run an empty cycle and document the leak with a video to send to the technical team for further assessment.
Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to send the video once she has time.
Customer Pain Point: Customer expressed frustration due to the inconvenience of the leaking machine, especially as she has been preoccupied with family matters and has limited time to address the issue.
Notable Comments: Customer mentioned needing to return to assist her mother in hospice care, indicating urgency in resolving the washing machine issue. She also noted that she has been using the machine minimally due to the leak. POP received on 09-AUG-25 POP received on 09-AUG-25 POP received on 12-AUG-25 POP received on 13-AUG-25 POP received on 13-AUG-25 POP received on 15-AUG-25

[AI Summary]

Contact Reason: Customer is calling regarding a leaking washing machine that was replaced in September 2023. The issue has persisted for weeks, and the customer is frustrated with the lack of communication and resolution.
Customer Request: The customer seeks an urgent repair appointment for the leaking washing machine, as it is causing significant inconvenience.
Agent Solution: The agent verified the customer's account and the details of the washing machine replacement. The agent assured the customer that an engineer would contact them within two business days to schedule a repair visit. The agent also confirmed that the unit is still under warranty.
Resolution Acceptance: Yes. The customer accepted the proposed solution and appreciated the prompt response regarding the engineer's visit.
Customer Pain Point: The customer expressed frustration over the ongoing issue and the delay in receiving assistance. They are particularly concerned about the potential damage to their flooring due to the leak.
Notable Comments: The customer mentioned that the washing machine was a replacement unit and that they had no paperwork for it, which has complicated the repair process. They also noted that they had been waiting for a response since sending a video of the issue.

[Request] booking

CNU250815027493

Surname : NODEN

Mobile Number : 07773237359

Post Code : LL18 4DX

1st Line of Address : 6 Llys Cowlyd, RHYL, LL18 4DX, GB

Email Address : peter_noden@hotmail.com

Model # : GSLV70PZTF.APZQLGT

Serial # : 107TRDP1Y794

DOP : 22/02/2022

Retailer : APPLIANCE DIRECT

[Customer Issues] Note: 15/08 Requested for the full engineer's report so we can raise his case for what will be the best resolution and next steps.

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling about a malfunctioning LG fridge, which has been diagnosed with a faulty compressor by previous repair technicians.
Customer Request: Customer seeks a resolution regarding the fridge, either through a replacement or repair, as they have been without a functioning fridge for over a month.
Agent Solution: Agent confirmed the customer's previous repair history and stated that they would request the full engineer's report to determine the best course of action. The agent assured the customer that they would follow up once the report is received.
Resolution Acceptance: No. The customer expressed frustration over the prolonged issue and emphasized the need for a quick resolution, indicating dissatisfaction with the current situation.
Customer Pain Point: Customer is frustrated by being without a fridge for over a month and is concerned about the delay in receiving a resolution.
Notable Comments: Customer mentioned that the compressor issue is a major repair, and they expect a prompt response from LG regarding the engineer's report and potential solutions.

[Request] DONE REQUESTED FOR THE FULL ENGINEERS REPORT

Surname :

Mobile Number : 07501200201

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] DELIVERY FRIDGE INSTALLATION DETAIL

[Consultation contents] [AI Summary]

Contact Reason: Customer called regarding a newly delivered American style fridge freezer, specifically inquiring about the lack of a water connection for the ice maker and water dispenser.
Customer Request: Customer seeks assistance in understanding how to connect the water supply to the fridge freezer, as there appears to be no connection point available.
Agent Solution: Agent clarified that the fridge freezer requires a water connection for installation, which is typically handled by the delivery team. The agent attempted to gather more information about the delivery and installation process but ultimately the customer indicated they found the issue themselves.
Resolution Acceptance: Yes. The customer accepted the information provided and indicated they resolved the issue on their own.
Customer Pain Point: Customer expressed frustration over the confusion regarding the installation and connection of the water supply, particularly since the fridge was delivered without clear instructions.
Notable Comments: Customer mentioned they had not paid for installation services, which contributed to the misunderstanding about the water connection setup.

[Request] NO NEED TO DOCU

RNU250815037628

Surname : JONES

Mobile Number : 07454539414

Post Code : WN8 0JL

1st Line of Address : 21 Parsonage Close, SKELMERSDALE, WN8 0JL, GB

Email Address : jonesjasper@aol.com

Model # : F4V710WTSA.ABWQPUK

Serial # : 203PNAJ0Z712

DOP : 08/05/2023

Retailer :

[Customer Issues] LEAKING WASHER

Cleaned the filter. Cleaned the drain hose. Inlet and outlet pipes doesn't have any visible damage or tear. Unit is properly balance. Cleaned the gasket. Issue persists.

No parking permit needed.

[Consultation contents]

[5 Year Registration Request]

Model eligible & cm registered MANUALLY OVER 90 days.
Manual data week 33
Timescale 10-12 weeks.

Please contact the customer and arrange a repair if the fault is covered by warranty

Retailer: SONIC MEGASTORE POP Attached: VALID POP Date:08/05/2023

[Request] DONE BOOKING AND SMS

RNU250815038628

Surname : HAGHI

Mobile Number : 07810713585

Post Code : LE16 7JZ

1st Line of Address :

Email Address : nargess_haghi@yahoo.com

Model # : F4X7009TWB.AGWQPUK

Serial # :411PNWKTN057

DOP : 02022025

Retailer : CURRYS

[Customer Issues] WASHER NOISE SPIN DRY

1385509276 - CURRYS

No parking permit needed.

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling about a noise issue with their LG washing machine model F4X7009TW, which has started making loud noises and shaking during operation, particularly when spinning.
Customer Request: Customer seeks assistance with troubleshooting the noise issue and potentially scheduling a repair if the problem persists.
Agent Solution: Agent created an account for the customer and gathered necessary information, including the serial number and purchase details. The agent asked several troubleshooting questions regarding load balance, floor stability, and whether an empty cycle was attempted. The agent confirmed the need for a parking permit for the technician's visit and noted the customer's concerns about the noise.
Resolution Acceptance: No. The customer did not accept a proposed solution yet, as the agent was still in the process of gathering information and troubleshooting.
Customer Pain Point: Customer expressed frustration over the unexpected noise from the washing machine, especially since they chose this model for its quiet operation due to working from home. They are concerned about the impact on their work environment.
Notable Comments: Customer mentioned that they purchased the washing machine from Currys and emphasized the importance of noise reduction due to their home office setup. They also indicated that they have a carpeted floor under the machine.

[AI Summary]

Contact Reason: Customer is calling about a noise issue with their LG washing machine model F4X7009TW, which has started making loud noises and shaking during operation, particularly when spinning.
Customer Request: Customer seeks assistance with troubleshooting the noise issue and requests a repair appointment if the problem persists.
Agent Solution: Agent created an account for the customer and gathered necessary information, including the serial number and purchase details. The agent asked troubleshooting questions regarding load balance and floor stability. Since the issue is noise-related, the agent scheduled a repair service and informed the customer that an engineer would contact them within two business days to confirm the appointment.
Resolution Acceptance: Yes. The customer accepted the proposed solution and was satisfied with the arrangement for the repair service.
Customer Pain Point: Customer expressed frustration over the unexpected noise from the washing machine, especially since they chose this model for its quiet operation, which is important due to their work-from-home situation.
Notable Comments: Customer mentioned that the washing machine is located in their study room, making noise levels critical for their work environment. They also inquired about receiving the repair reference number via SMS.

[Request] DONE BOOKING AND SMS

Surname : BARR

Mobile Number : 07973186155

Post Code : ML2 8LF

1st Line of Address : 5 Coronation Street, WISHAW, ML2 8LF, GB

Email Address : drdavidmbarr@aol.com

Model # : GSXV91BSAE.ABSQLGU

Serial # : 209TRVM31111

DOP : 22/11/2022

Retailer : CURRYS

[Customer Issues]

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling regarding a refrigerator that has been making a high-pitched noise and has experienced freezing issues recently.
Customer Request: Customer seeks assistance in resolving the noise issue and is looking for a way to make a reasonable claim despite not having a receipt.
Agent Solution: Agent acknowledged the customer's concerns and began checking the warranty status and service options. The agent indicated they would assist in finding a solution for the noise issue and the claim process.
Resolution Acceptance: No. The customer did not accept a solution as the conversation was still ongoing and no definitive resolution was provided.
Customer Pain Point: Customer is frustrated by the noise and freezing issues with the refrigerator, as well as the lack of a receipt complicating their claim.
Notable Comments: Customer mentioned previous repairs and expressed concern about the ongoing issues with the appliance, indicating a need for a reliable resolution.

[Request] DONE NO NEED TO DOCU

CNU250815028565

Surname : HONEYFORD

Mobile Number : 07874688998

Post Code : BT48 9EY

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] NORTHERN IRELAND CURRYS WASHER F4C510GBT

10 OCLOCK AT THE MORNING

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling to inquire about extending the warranty on a newly delivered LG washing machine, seeking information on how to register for a five-year guarantee.
Customer Request: Customer requests assistance with the warranty registration process and needs to provide the model and serial numbers of the washing machine.
Agent Solution: Agent confirmed that the washing machine qualifies for a five-year extended warranty. The agent initiated the registration process, collecting necessary personal information and guiding the customer on how to locate the serial number inside the washing machine door. The agent offered to call back the next day to assist further once the customer retrieves the serial number.
Resolution Acceptance: Yes. The customer accepted the agent's offer to call back the next day for further assistance.
Customer Pain Point: Customer expressed frustration about not being able to locate the serial number due to the washing machine being in use and needing to wash clothes urgently.
Notable Comments: Customer mentioned this is their first time calling LG customer service and requested a callback after 10 AM the following day for assistance with the serial number.

[AI Summary]

Contact Reason: Customer is calling to inquire about extending the warranty on a newly delivered LG washing machine, seeking information on how to register for a five-year guarantee.
Customer Request: Customer requests assistance with the warranty registration process and needs to provide the model and serial numbers of the washing machine.
Agent Solution: Agent confirmed that the washing machine qualifies for a five-year extended warranty. The agent initiated the registration process, collecting necessary personal information and guiding the customer on how to locate the serial number inside the washing machine door. The agent offered to call back the next day to assist further once the customer retrieves the serial number.
Resolution Acceptance: Yes. The customer accepted the agent's offer to call back the next day for further assistance.
Customer Pain Point: Customer expressed frustration about not being able to locate the serial number due to the washing machine being in use and needing to wash clothes urgently.
Notable Comments: Customer mentioned this is their first time calling LG customer service and requested a callback after 10 AM the following day for assistance with the serial number.

[Request] WILL RING THE CUSTOMER TOMORROW 10 AM

Surname :

Mobile Number : 02088798594

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling to register a recently purchased LG TV for the warranty guarantee activation.
Customer Request: Customer seeks assistance in activating the warranty for their new LG TV.
Agent Solution: Agent informed the customer that they were in the wrong department for warranty registration. The agent offered to transfer the customer to the appropriate television department to handle the warranty activation.
Resolution Acceptance: Yes. The customer accepted the transfer to the television department for further assistance.
Customer Pain Point: Customer expressed some confusion about calling the correct department and the need for warranty registration.
Notable Comments: Customer mentioned they had called the number provided for warranty registration, indicating a possible issue with the clarity of department contacts.

[Request] DONE NO NEED TO DOCU

CNU250815028446 RNU250815039684

Surname : NATALIE PUGH

Mobile Number : 07729248693

Post Code : TN39 3PP

1st Line of Address : 25 Downlands Close TN39 3PP BATTLE, TN33 0QR, GB

Email Address : nat.p.pugh@gmail.com

Model # : F2T208SSE.ADSQMUK

Serial # : 310VORN0D078

DOP : 03/02/2024

Retailer : AO

[Customer Issues] WASHER TODAY KITCHEN CUSTOMER DID CLOTHES DOESN'T CUSTOMER DOESN'T HAVE ANY INDURANCE TO THE RETAILERR AND NO EXTENDED WARRANTY.

Used tub clean for the unit. Checked the rubber gasket doesn't have any visible damage and tears. Unit still draining properly. Washing Mixed fabrics. Putting Normal loads. Settings that the customer is using is Quick 60. Issue persists.

No parking permit needed.

VCU250815062012_01

PL-PUGH-TN39 3PP-CNU250815028446

Hi!

Please see attached PL form.

Thank you!

Kind regards,

Ann LGE UK HA Tier-1

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling about an LG washing machine that is not spinning properly, leaving clothes wet with detergent residue, and emitting a burning smell after a wash cycle.
Customer Request: Customer seeks a quote for repair services and wants to schedule a technician visit since the machine is still under warranty.
Agent Solution: Agent confirmed the washing machine is under warranty, thus repair costs would be covered. The agent requested a short video demonstrating the issue of the machine stopping mid-cycle and provided troubleshooting tips, including cleaning the filter and using the tub clean setting for maintenance.
Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to provide the requested video for validation.
Customer Pain Point: Customer expressed frustration over the recurring issues with the washing machine, noting this is the second time experiencing problems since purchase, and dissatisfaction with the lengthy call duration without immediate resolution.
Notable Comments: Customer mentioned the washing machine was purchased in February 2020 and has not been properly maintained, particularly regarding cleaning the filter and using the tub clean setting.

[Request] DONE BOOKING,VOC, PL AND EMAIL

CNU250814025767

Surname : JAMIE LOCKE LOCKE

Mobile Number : 07791833535

Post Code : CF42 6HW

1st Line of Address : Ger Y nant CF42 6HW

Email Address : lock3t5@yahoo.com

Model # : FDV909B.ABLQKUK

Serial # :209STQB00324

DOP : 14/01/2023

Retailer : AO

[Customer Issues] tumble dryer

[Consultation contents] Note: Customer ring us to cancel the repair because the insurance company has the unit replaced for the customer, so customer doesn't want to proceed with the repair anymore. Closingg this case now and if customer will ring u please assist.

15/08 B2C [ED] Called the customer; unable to answer, left VM. Please assist once they call back using this case.

[Customer] Jamie Locke Locke | CF42 6HW | null | Treorchy | Ger Y nant CF42 6HW [Appointment Preferences] 1st Choice : null (null) 2nd Choice : null (null) 3rd Choice: null (null) [Customer Comments] The dryer does not dry clothes. Ive had insurance with domestic and general. A technician has looked at it twice. The first person could not diagnose the problem. The second technician who was more familiar with the machine has said its the inverter compressor. He has said the dryer remains at ambient temperature

[AI Summary]

Contact Reason: Customer called to cancel a repair request for a tumble dryer, as the unit has already been fixed by their insurance company.
Customer Request: Customer seeks to cancel the previously submitted repair request for the tumble dryer.
Agent Solution: Agent confirmed the cancellation of the repair request and noted that the unit has been fixed by the insurance company. The agent also verified the customer's details to ensure accurate record-keeping.
Resolution Acceptance: Yes. The customer accepted the cancellation of the repair request without any further issues.
Customer Pain Point: Customer expressed frustration over the need for a repair that is no longer necessary, indicating a desire for a smooth resolution.
Notable Comments: Customer mentioned that the part that failed was covered under a ten-year warranty by LG, highlighting the importance of warranty coverage in their situation.

[Request] DONE

Surname : NOO-ADEN

Mobile Number : 07

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] [AI Summary]

Contact Reason: Customer is experiencing recurring OE error code on their washing machine, preventing the door from opening and disrupting usage despite multiple engineer visits for repairs.
Customer Request: Customer seeks a permanent resolution to the ongoing issue with the washing machine, indicating dissatisfaction with previous repairs.
Agent Solution: Agent explained that the OE error indicates improper drainage and suggested manually draining the machine. The agent confirmed the customer's previous attempts and acknowledged the need for further assistance, but the customer opted to follow up with a previous consultant for clarity on repair status.
Resolution Acceptance: No. The customer did not accept the proposed solution as they preferred to consult with another agent regarding the repair history.
Customer Pain Point: Customer is frustrated by the repeated failures of the washing machine and the inconvenience caused by the ongoing issue, especially after multiple engineer visits.
Notable Comments: Customer mentioned that the washing machine is relatively new and expressed concern over the reliability of the appliance, indicating that their daughter is the account holder for the appliance's service.

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

CNU250815029678 RNU250815039469

Surname : ANTHONY STONE

Mobile Number : 07506387788

Post Code : CR2 9EL

1st Line of Address : 37 ELSWAY DRIVE

Email Address : anthonyrstone@gmail.com

Model # : FWV696WSE.ABWQPUK

Serial # : 501TRXJJB578

DOP : 21/01/2022

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] JOWN LEWIS AYA FRIDGE 5 WEEKS TRIPS THE ELECTRICITY A WEEK NOW

Tried to plug in other appliances to the same wall outlet but nothing happened. Plug doesn't have any visible damage. Customer reset the circuit breaker to restart the electricity. Unit is solo on the wall outlet. No electrician has checked the electrical system. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling regarding a newly delivered LG fridge freezer that trips the electricity in their house, which started occurring about a week ago.
Customer Request: Customer seeks assistance in scheduling a repair for the fridge freezer due to the electrical issue.
Agent Solution: Agent verified customer details and conducted troubleshooting by confirming the fridge's connection and checking for any signs of damage. After confirming that the electrical system was fine and the fridge was the issue, the agent scheduled a priority repair service and informed the customer that an engineer would contact them within two business days to confirm the visit.
Resolution Acceptance: Yes. The customer accepted the scheduled repair and was informed they would receive a reference number via SMS.
Customer Pain Point: Customer expressed frustration over the inconvenience caused by the fridge malfunctioning shortly after delivery, impacting their daily routine.
Notable Comments: Customer mentioned that the fridge was purchased from John Lewis and that an electrician had already verified the electrical system was functioning properly.

[Request] DONE BOOKING AND SMS

CNU250815029783

Surname : WHITE-GRIFFITHS

Mobile Number : 07957123541

Post Code : DA1 2PG

1st Line of Address : 171 Shepherds Lane, DARTFORD, DA1 2PG, GB

Email Address : photodivauk@yahoo.com

Model # : F4X1009NWK.AGWQPUK

Serial # : 504PNCYA2643

DOP : 15/08 DELIVERED 11/08

Retailer : AO RETAIL LTD C/O EXPERT 360

[Customer Issues] WASHER

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling to register a new LG washing machine, which has a five-year guarantee, and to provide necessary details for the registration process.
Customer Request: Customer seeks assistance with registering the washing machine and confirming the warranty details.
Agent Solution: Agent collected the model number, purchase date, and customer details to create an account for registration. The agent guided the customer on locating the serial number and verified it once provided.
Resolution Acceptance: Yes. The customer accepted the agent's assistance in registering the washing machine and providing the necessary information.
Customer Pain Point: Customer expressed frustration with locating the serial number due to its small size and difficulty in reading it.
Notable Comments: Customer mentioned the washing machine was delivered today and this is their first time calling LG customer service for assistance.

[AI Summary]

Contact Reason: Customer is calling to register a new LG washing machine purchased recently, which comes with a five-year warranty.
Customer Request: Customer seeks assistance with the registration process for the warranty of the washing machine.
Agent Solution: Agent created an account for the customer and successfully registered the washing machine for the five-year warranty. The agent informed the customer that the warranty certification would be sent via email within 10 to 14 weeks and clarified the details regarding the ten-year warranty on the inverter direct drive motor.
Resolution Acceptance: Yes. The customer accepted the registration and understood the warranty details provided by the agent.
Customer Pain Point: Customer expressed concern about the longevity of their previous washing machine, which lasted over 20 years, and hopes for a similarly reliable experience with the new unit.
Notable Comments: Customer mentioned they replaced an old LG washing machine that had been in use since 2003, highlighting their loyalty to the brand and their expectations for the new machine's performance.

[Request] DONE REGISTERING AND SEND SMS

CNU250815029905

Surname : BOURKE

Mobile Number : 07803772553

Post Code : ME20 6TB

1st Line of Address : 11 Lake Walk, AYLESFORD, ME20 6TB, GB

Email Address : bourke.james91@gmail.com

Model # : GBB92STAXP.ASTQLGU

Serial # : 303WRZQKB205

DOP : 12/09/2023

Retailer : CURRYS

[Customer Issues] FRIDGE Unit doesn't have any ice buildup. Checked the drainage hole is not blocked with ice or any debris. Temperature of Freezer -18, Fridge 3 degrees. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling regarding an error code (FS error code FF) on their LG fridge freezer, which has stopped functioning despite previous troubleshooting attempts.
Customer Request: Customer seeks assistance in scheduling a repair appointment for the fridge, which is still under warranty.
Agent Solution: Agent verified the customer's account and confirmed the fridge is still under warranty. The agent requested the customer to send a photo of the error code via a link that will be sent to their email. Once received, the agent will book a repair appointment, with an engineer contacting the customer within two business days to confirm the exact date.
Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to send the required photo for the repair booking.
Customer Pain Point: Customer expressed frustration over the fridge malfunctioning and the inconvenience caused, especially since it is packed with food and not cooling properly.
Notable Comments: Customer mentioned they had previously attempted troubleshooting steps and were informed that their details would be in the system, but faced issues with verification during the call.

[AI Summary]

Contact Reason: Customer is calling about an LG fridge freezer displaying error code FS FF, which has stopped functioning despite previous troubleshooting attempts.
Customer Request: Customer seeks assistance in booking a repair appointment for the fridge, which is still under warranty.
Agent Solution: Agent verified the customer's account and confirmed the fridge is under warranty. The agent requested the customer to send photos of the error code via a link that would be sent via SMS. Once received, the agent will book a repair appointment with an engineer who will contact the customer within two business days.
Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to send the required photos for verification.
Customer Pain Point: Customer expressed frustration over the fridge malfunctioning and the inconvenience caused, especially since it is still under warranty.
Notable Comments: Customer mentioned that the fridge is packed with food, which adds to the urgency of the repair. The customer also clarified the correct email address for communication.

[Request] WILL BOOK ONCE RECEIVE THE PHOTOS

Surname :

Mobile Number : 07891598722

Post Code :

1st Line of Address :

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues]

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling about an LG fridge freezer that is not dispensing ice, despite visible ice in the tray. The unit is making noise but the ice is stuck and not releasing.
Customer Request: Customer seeks troubleshooting assistance to resolve the ice dispensing issue and potentially a service appointment if the problem persists.
Agent Solution: Agent guided the customer to reset the ice maker by removing the ice box and pressing the reset button located underneath. The agent suggested defrosting the unit due to ice buildup and recommended using a hair dryer to help melt the ice. The customer was advised to stabilize the unit for 4 to 8 hours after defrosting to check if the ice maker functions properly.
Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to attempt the defrosting and resetting process.
Customer Pain Point: Customer expressed frustration over the recurring ice dispensing issue and mentioned previous problems with the unit, indicating a potential fault.
Notable Comments: Customer noted that the fridge is located at their mother-in-law's house and has not been used frequently. They also mentioned that the water dispensed is not cold, suggesting further issues with the appliance.

[Request] DONE NO NEED TO DOCU

RNU250815039724

Surname : O CONNOR

Mobile Number : 07584688657

Post Code : B91 1DX

1st Line of Address : 68 Greswolde Road, SOLIHULL, WARWICKSHIRE, B91 1DX, GB

Email Address : oconom@outlook.com

Model # : FWV796STSE.ASSQPUK

Serial # : 103PNGX1R551

DOP : 17/08/2021

Retailer : CURRYS

[Customer Issues] REPAIR Approved by Tech MCA P2021-08-17103PNGX1R551 Noise During Spin Drying [Rattle, Swish, Ra-Ta-Ta]

No error codes. Unit is properly balanced. Customer did empty cycle to the unit for the short video. Unit doesn't anything underneath to cause sliding or vibrating. Unit has a proper spacing in the sides nd at the back. Issue persists.

No parking permit needed.

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling regarding a repair request for a washing machine that is making a loud noise during the spin cycle and vibrating excessively.
Customer Request: Customer seeks to schedule a repair appointment for the washing machine to address the noise and vibration issues.
Agent Solution: Agent coordinated with technical experts to assess the issue and confirmed that the washing machine does not show any error codes. The agent then scheduled a repair appointment, informing the customer that a technician would contact them within two business days to confirm the exact date of the visit.
Resolution Acceptance: Yes. The customer accepted the proposed solution and appreciated the agent's assistance in scheduling the repair.
Customer Pain Point: Customer expressed frustration with the noise and vibration of the washing machine, which has disrupted their laundry routine.
Notable Comments: Customer confirmed that the washing machine is properly balanced and does not require a parking permit for the technician's visit. They also provided their email and mobile number for communication regarding the repair.

[AI Summary]

Contact Reason: Customer is following up on a previous repair request regarding a noise issue with their LG product, which was not resolved during the initial call.
Customer Request: Customer seeks confirmation on the status of their repair request and wants to schedule a service appointment if necessary.
Agent Solution: Agent checked the customer's account and coordinated with technical experts regarding the noise issue. After obtaining approval, the agent prepared to book a service appointment and asked additional questions for documentation purposes.
Resolution Acceptance: Yes. The customer accepted the proposed solution and agreed to provide further details for documentation.
Customer Pain Point: Customer expressed frustration over the unresolved noise issue and the inconvenience caused by the ongoing problem with the product.
Notable Comments: Customer mentioned that the product was purchased on August 17, 2021, and highlighted the importance of resolving the issue promptly due to its impact on their daily use.

[Request] DONE BOOKING AND SMS

Surname : ALI

Mobile Number : 07481993337

Post Code : NP12 1DQ

1st Line of Address : 133 Beaumaris Way, BLACKWOOD, NP12 1DQ, GB

Email Address :

Model # :

Serial # :

DOP :

Retailer :

[Customer Issues] WASH TOWER EZ CARE

[Consultation contents] [AI Summary]

Contact Reason: Customer is calling regarding an LG American Star fridge freezer purchased in July 2018, which has a failed compressor. The customer was informed that the compressor is covered by a 10-year warranty.
Customer Request: Customer seeks clarification on the warranty process for the compressor replacement and how to proceed with the repair.
Agent Solution: Agent confirmed that the compressor is covered under warranty but explained that the customer must coordinate with the local engineer for the replacement. The customer needs to pay for the compressor upfront and can later submit proof of purchase and the engineer's report for reimbursement.
Resolution Acceptance: Yes. The customer accepted the process outlined by the agent and agreed to have the engineer replace the compressor.
Customer Pain Point: Customer expressed frustration over the inconvenience caused by the fridge malfunctioning and the need to pay upfront for the compressor despite the warranty coverage.
Notable Comments: Customer requested written confirmation of the conversation details via SMS for their records, emphasizing the importance of having proof of the warranty process.

[AI Summary]

Contact Reason: Customer is calling about an LG American Star fridge freezer purchased in July 2018, which has a failed compressor that is not cooling at all.
Customer Request: Customer seeks clarification on the warranty coverage for the compressor and the process for getting it replaced.
Agent Solution: Agent confirmed that the compressor is covered under a 10-year warranty. The customer must coordinate with a local engineer to purchase and replace the compressor. The customer will need to pay upfront for the compressor and can later submit an invoice for reimbursement.
Resolution Acceptance: Yes. The customer accepted the solution and requested confirmation via SMS for the process discussed.
Customer Pain Point: Customer expressed frustration over the inconvenience of the fridge malfunctioning and the need to manage repairs without clear guidance on the process.
Notable Comments: Customer requested written confirmation of the conversation details for their records and expressed concern about the costs involved in the compressor replacement.

[Request] DONE NO NEED TO DOCU